TABLE OF CONTENTS

Page Number

I. Certificate ii

II. Abstract iii-vi

III. Acknowledgement vii

IV. List of Tables xii-xiv

V. List of Figures xv - xvi

VI. List of Abbreviations xvii-xviii

VII. Preface xix-xxi

CHAPTER 1: INTRODUCTION 1-16

1.1 EVOLUTION OF BANKING IN INDIA 2-10

1.1.2 Banking Structure in India 7-10

1.1.3 Banking Statistics 2014-2015 10

1.2 THE CHANGING PROFILE OF INDIAN BANKING 11-12

1.3 BANKS AS CATALYSTS OF ECONOMIC GROWTH 12-13

1.4 CHANGING PARADIGMS OF CUSTOMER SERVICE IN INDIAN 13-14

BANKING INDUSTRY

1.5 SIGNIFICANCE OF THE STUDY 14

1.6. SCOPE OF THE STUDY 15

1.7 CHAPTER SCHEME 15- 16

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CHAPTER 2: LITERATURE REVIEW 17-29

CHAPTER 3: RESEARCH METHODOLOGY 30-43

3.1 INTRODUCTION 31

3.2 RESEARCH DESIGN AND METHODOLOGY 32-42

3.2.1 Objectives of the Study 32

3.2.2 Hypotheses of the study 33-34

3.2.3 Research Area-Lucknow 34

3.2.4 Population 35

3.2.5 Sample Size 35

3.2.6 Sample Technique and Design 36-40

3.2.7 Questionnaire Design 41-42

3.3 LIMITATION OF THE STUDY 42-43

CHAPTER 4: CONCEPT OF CUSTOMER SERVICE 44-66

AND IT’S RELEVANCE

4.1 INTRODUCTION 45

4.2 MEANING OF CUSTOMER 46

4.3 CUSTOMER SERVICE 47-48

4.4 CUSTOMER SATISFACTION 48

4.5 IMPORTANCE OF CUSTOMER SATISFACTION AND RETENTION 49-50

4.6 IMPACT OF EMPLOYEES SATISFACTION ON CUSTOMER SERVICE 51

4.7 THE ISO GUIDELINE ON CUSTOMER SATISFACTION 52

4.8 RELEVANCE OF CUSTOMER SERVICE IN BANKING SECTOR 52-53

4.9 CUSTOMER SERVICE IN INDIAN BANKING SYSTEM- 53-65

INITIATIVES BY RBI

4.10 CONCLUSION 65-66

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CHAPTER 5: CUSTOMER SERVICE IN SBI 67-83
5.1 SBI – EVOLUTION 68-73
5.1. 1 State Bank of India – Growth and Current Status 70-73

5.2 CUSTOMER SERVICE IN SBI 74-76

5.2.1 Customer Service Initiatives by SBI 74-75
5.2.2 The Grievance Redressal Procedure 75-76

5.3 SBI LUCKNOW- AN OVERVIEW 77-79

5.4 CUSTOMER PROFILE OF SBI LUCKNOW 80-82

5.5 CONCLUSION 83

CHAPTER 6: CUSTOMER SERVICE IN HDFC BANK 84-102

7.1 HDFC BANK – EVOLUTION, GROWTH 85-94

AND CURRENT STATUS

6.2 CUSTOMER SERVICE IN HDFC BANK 95-96

6.3 HDFC BANK LUCKNOW- AN OVERVIEW 97-98

6.4 CUSTOMER PROFILE OF HDFC BANK LUCKNOW 99-101

6.5 CONCLUSION 102

CHAPTER 7: DATA ANALYSIS AND RESULTS 103-154

7.1 INTRODUCTION TO ANALYSIS 104-105

7.2 RESPONDENTS PROFILE 105-106

7.3 ANALYSIS OF PEOPLE, PROCESS, PHYSICHAL EVIDENCE, 107-137
INCOME, OCCUPATION, GENDER AND AGE DIMENSIONS
OF SBI AND HDFC BANK.

7.4 ANALYSIS OF CUSTOMER SATISFACTION AND 138-142

LOYALTY OF SBI AND HDFC BANK

7.5 ANALYSIS OF OVERALL CUSTOMER SERVICE LEVEL 143-146

OF SBI AND HDFC BANK

7.6 MAJOR FINDINGS 147-154

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CHAPTER 8: CONCLUSION AND SUGGESTIONS 155 -163

8.1 CONCLUSION 156-159

8.2 SUGGESTIONS 159-163

8.3 SCOPE FOR FURTHER RESEARCH 163

VIII. References xxii-xxxii

IX. Appendices xxxiii-lv

Annexure I Questionnaire xxxiv- xli

Annexure II Lucknow Map xlii

Annexure III Service Attributes related to People, Processes and Physical Evidence xliii-xlv

Annexure IV Branches of SBI Lucknow xlvi- xlix

Annexure V Branches of HDFC Lucknow l- li

Annexure VI Questionnaire for Branch Managers of SBI and HDFC lii-lv

X. List of Publications lvi-lvii

XI. Curriculum Vitae lix

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