Description

Liberalization, Privatization and Globalization (LPG) has brought unprecedented changes in the economic, trade and industrial scenario. India is moving fast from a protected economy to an open market economy and is becoming integrated with the world economy. During the past decade, the technological revolution in all walks of life coupled with globalization, privatization policies has drastically changed conventional patterns in all sectors. Banking sector is of no exemption. With the opening up of economy a number of private sector banks have join the fray and offering a plethora of products and services rechristening themselves as a financial boutiques, so banking sector become more competitive. LPG revolution has exposed to the challenges of competition, service quality, cost and competitive environment and has brought about a reversal in consumer habits for banking service. At this juncture, the quality of service will be the dominant primary factor in ensuring the survival of service provider in Indian banking sector. The customer centric services have the paradigm shift in the banking industries. This has given an impetus to the concept of Total Quality Management in the banking sector.