Service quality in Indian banking sector “ With special reference to Haryana”

Recognition of service quality is a competitive weapon in the Indian Banking sector. After liberalization the nationalized banks and the old generation private banks started facing competition from the new private and foreign banks. These new generation banks were characterized by the usage of modern information technology endorsed services. Clients, for the first time in India were able to choose from a number of banks offering a wide range of services and delivering quality service. The need of the hour in the Indian Banking Sector is to build up competitiveness through the enhanced service quality, thus making the bank more market oriented and customer friendly. The research paper aims at measuring service quality of banking sector in Haryana State from employee's perspective and customer's perspective.