This study emphasises on the customer’s satisfaction in service quality dimensions among public sectors banks and private sectors banks in Rajasthan. The study will involve the study of identifying the expectations (E) of customers regarding banking service, and to find out the perception (P) of customers regarding service quality of banks and then compare the Perception and Expectation service quality gaps in public sectors banks and private sectors banks in Rajasthan. The study is micro empirical investigation which involves the basic model of SERVQUAL instruments in order to measure the service Quality of banks. Structured Questionnaire with 5 points Likert’s scale was used which were split into 2 sections. Expectation and perceptions was judged by using the 5 dimensions of SERVQUAL model. The study is based on non-probabilistic convenience sampling methods to select respondents from customers of public sectors banks and private sectors banks in five districts of Rajasthan. The data was analysed by using arithmetic mean with the help of SPSS version 16.0. It is found in finding that the service gap of private sector bank is lower in comparison to public sector banks, thus, it can be connoted that the private sectors bank customer were highly satisfied than public sectors bank customers. The SERVQUAL dimensions such as tangibility, reliability, responsiveness and empathy were found more in private sectors banks except in one dimension i.e. assurance the public sectors banks have better results. It is noteworthy that the both the type of banks must have adopt the suitable strategy to find the solutions to minimize the service gaps and focus on to improve the customers’ satisfaction. The public sector banks should in particular plays dominant role in improving the performance of banks so that they would be able to maintain the market share in Rajasthan.

Keywords: Public Sectors Bank, Customer Satisfaction, Private Sectors Bank and Service Quality.