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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).