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The aim is to evaluate customer satisfaction in private sector banking, focusing on ICICI Bank's service quality.

March 15, 2026Open Access

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

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Research reveals service quality predicts customer satisfaction in ICICI Bank, indicating key areas for improvement.

The aim is to evaluate customer satisfaction in private sector banking, focusing on ICICI Bank's service quality.
Collected primary data from 150 customers in Meerut district, Uttar Pradesh.
Utilized the SERVQUAL framework to assess service quality factors.
Employed statistical analysis including mean, standard deviation, and regression analysis.
Reliability and responsiveness are the strongest predictors of customer satisfaction at ICICI Bank.
Assurance, tangibility, and empathy also significantly impact customer experiences.

Kaushik et al. (2024) studied this question.

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