TABLE OF CONTENTS

Chapter No. Headings Page No.

LIST OF TABLES

LIST OF CHARTS

LIST OF FIGURES

I INTRODUCTION AND DESIGN OF THE STUDY 1-38

II REVIEW OF LITERATURE 39-75

III HISTORY AND SERVICES OFFERED BY ICICI BANK 76-125

AND SBI BANK

IV LEVEL OF SATISFACTION AND AWARENESS OF 126-159

CUSTOMERS REGARDING SERVICES RENDERED BY
ICICI BANK AND SBI BANK

V LEVEL OF SATISFACTION OF EMPLOYEES IN ICICI 160-179

BANK AND SBI BANK

VI SUMMARY OF FINDINGS, SUGGESTIONS AND 180-198

CONCLUSION

BIBLIOGRAPHY i-xxiv

APPENDIX I: INTERVIEW SCHEDULE ON

CUSTOMERS

APPENDIX II: INTERVIEW SCHEDULE ON

EMPLOYEES