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This article investigates the relationship between experiential quality and behavioural intention of the consumers towards banking services during the pandemic situation. The study also examines the role of experiential satisfaction as a moderator between experiential quality and behavioural intentions. The data are collected through a self-administered structured questionnaire from 560 account holders of public sector banks in India. The data are analysed using PLS-SEM to find the empirical results of the study. The results indicate that the experiential quality positively and significantly influence the behavioural intention of the consumers towards banking services during the crises. Moreover, it is also revealed that experiential satisfaction moderate the relationship between experiential quality and behavioural intention of consumers in public sector banks.

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This research paper mainly deals with expectation and perception of service quality of select Indian Banks i.e. SBI and HDFC on the customer satisfaction. The research survey was based on IS-QUAL dimensions (Ray & Ghosh,2014) a diagnostic model developed in 2014, which measures service quality and internet service quality in terms of customer expectations and perceptions of banking services. This present research tends to evaluate the overall idea of expected and perceived services of the two banks. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test.