TABLE OF CONTENTS

Certificate

Preface

ii

Acknowledgement

iii

Chapter No.

Chapter Title

Page No.

Introduction

1-9

Review of Literature

10-14

Need, Scope and Objectives of the study

15-16

Research Methodology

17-19

Data Analysis and Interpretation

20-35

Findings of the Study

36-37

Conclusion and Recommendations

38-40

References

41-42

Annexure Questionnaire

43-46

LIST OF TABLES

TABLE NO.

TABLE TITLE

PAGE NO.

5.1

Demographic Profile Of The Respondents

21

5.2

Modern Looking Equipment

22

5.3

Bank's Physical Features Are Visually Appealing

23

5.4

Materials Associated With The Service

24

5.5

Bank Promises To Do Something By A Certain Time

25

5.6

Have a Problem, The Bank Shows A Sincere Interest In

26

5.7

Solving It
The Bank Performs The Service Right The First Time

27

5.8

Employees In The Bank Give You Prompt Service

28

5.9

Employees in the Bank are Always Willing to Help

29

5.10

You
Employees in the Bank are never too Busy to Respond

30

5.11

to Your Request
Employees Of The Bank Are Trustworthy

31

5.12

Behaviour of Employees in the Bank Instils

32

5.13

Confidence in You
You Feel Safe in Your Transactions with the Bank

33

5.14

Bank Gives You Individual Attention

34

5.15

Employees of the bank understand your specific needs

35

LIST OF FIGURES

FIGURE NO.

FIGURE TITLE

PAGE NO.

5.1

Modern Looking Equipment

22

5.2

Bank's Physical Features Are Visually Appealing

23

5.3

Materials Associated With The Service

24

5.4

Bank Promises To Do Something By A Certain Time

25

5.5

Have a Problem, The Bank Shows A Sincere Interest In

26

5.6

Solving It
The Bank Performs The Service Right The First Time

27

5.7

Employees In The Bank Give You Prompt Service

28

5.8

Employees in the Bank are Always Willing to Help

29

5.9

You
Employees in the Bank are never too Busy to Respond

30

5.10

to Your Request
Employees Of The Bank Are Trustworthy

31

5.11

Behaviour of Employees in the Bank Instils

32

5.12

Confidence in You
You Feel Safe in Your Transactions with the Bank

33

5.13

Bank Gives You Individual Attention

34

5.14

Employees of the bank understand your specific needs

35