TABLE OF CONTENT

TOPIC PAGE NO.

Acknowledgement i
List of tables ii
List of figures iii
Executive Summary 1
1. Research Objective and methodology 2
2. Introduction to Banking sector 9
3. HDFC Bank profile 15
4. Service quality in banks 24
5. Data Analysis 32
6. Findings 58
7. Conclusions 61
8. Recommendations 63
9. Bibliography 66
Annexure 1 68