Publisher's Synopsis
Introduction
The services sector is the most important sector, which contributes largely (54 %) to the national
economy. In India, the banking service is an important component of the services sector. It has been so due
to the increased significance of financial services in post - the reforms era. In recent years, a number of
the private sector and foreign banks have entered the Indian market and made it more competitive. The
onset of competition from the private players and the initiation of banking reforms in the early 1990s has
led to an increased emphasis on efficient customer service (Narsimham Committee, 1991).
