International Science Community Association Research Journal of Management Sciences 2319 - 1171 5 8 2016 08 6 Measuring the Impact of Service Quality on Customer Satisfaction – A Comparison between SBI and Axis Bank 1 8 EN Minal* Shah 1 Department of Management, Bhilai Institute of Technology, Durg (CG), India Sanjay Guha 2 Department of Management, Bhilai Institute of Technology, Durg (CG), India Urvashi Shrivastava 3 Department of Management, Bhilai Institute of Technology, Durg (CG), India > Research Article 2016 4 29 2016 08 6 The developing country like India banking sector is showing a vital role in gradual development of country. The banks accept the deposits of customers and networks into Lending. Everyday new banking products are served to customers in the form of services by various banks and those aids as competition within the banks. The purpose of this paper is to compare the quality of services provided by Public sector banks and Private sector banks and to measure the customer satisfaction. To aid the process, SBI bank is selected from public sector bank and Axis Bank from private sector Bank. The comparison has been done by using 18 variables grouped under five dimensions of Servqual that is Tangibility, Reliability, Responsiveness, Assurance and Empathy. Copyright@ International Science Community Association