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Today, banks have become from mere agent between borrowers and lenders to providers of customer centric services. Intensified competition, educated customers and increased living standards are compelling banks to review their consumer service strategy. The objective of the present study is to assess the gap between quality of services provided by public vis-a- vis private banks to their customers. Two private bank branches (ICICI Bank & HDFC Bank) and two public bank branches (SBI & PNB) are selected. Structured questionnaire were used to gather relevant data for the study. The services of the banks were defined on popular SERVQUAL model: Tangibles, Assurance, Responsiveness, Empathy and Reliability, to determine the level of gaps and satisfaction derived from the services. The analysis of collected data is done by calculating mean score gaps and paired sample t-test. The study concludes that there is significant gap in service quality of public and private sector banks.
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