Customer Satisfaction in Private Sector Banking: A Study of ICICI Bank

This research paper examines customer satisfaction in the private sector banking industry with a specific focus on ICICI Bank. Using primary data collected from 150 customers across different branches in the Meerut district of Uttar Pradesh, the study evaluates perceptions of service quality and its impact on overall satisfaction. The study used the SERVQUAL framework to examine how different aspects of service quality influence overall customer satisfaction. Statistical tools such as mean, standard deviation, percentages, and regression analysis were used. Findings reveal that reliability, responsiveness, and assurance are the strongest predictors of customer satisfaction in ICICI Bank, while tangibility and empathy also play a significant role in shaping customer experiences. The paper concludes with practical implications and suggestions for service enhancement.