S.No.

1 2

Context

Pages No. 1-5 6-42

RESEARCH METHODOLOGY INTRODUCTION TO THE BANKING INDUSTRY

INRODUCTION TO SBI AND AXIS

43-55

4 5

SERVICE QUALITY ANALYSIS AND INTERPRETATION

56-59 60-73

6 7 8 9 10

KEY FINDINGS CONCLUSION RECOMMENDATION BIBLIOGRAPHY QUESTIONNAIRE

74-75 76-77 78-80 81-82 83-88

A PROJECT ON SERVICE QUALITY ANALYSIS IN BANKING SECTOR

SUBMITTED TO:MR. DIVAKAR JOSHI H.O.D. IN MANAGEMENT

SUBMITTED BY :TAALIB HUSSAIN M.B.A-4TH Roll No.95272239435

ST.SOLDIER MANAGEMENT &TECHNICAL INSTITUTE,JALANDHAR

PREFACE
As a part of M.B.A-4TH every student has to write a Project report. Every student of this course has to go under the project in an industrial commercial organization. I underwent my Final report on SERVICE QUALITY ANALYSIS IN BANKING SECTOR Jalandhar to study the for during my Final Project Report. I have tried at my level best to cover all aspects in a comprehensive manner. The study has been written in a very simple language. Every effort has been made to avoid any type of bias or understanding. In the end, I can say only this much that ALL ARE NOT MENTIONED BUT NONE IS FORGOTTEN.

ACKNOWLEDGEMENT

I would like to acknowledge the invaluable assistance extended by Mr.Sunil sharma,. I would also like to pay my heartfelt gratitude to Mr. S.B Sodhi, Head of Personnel Department of SERVICE QUALITY ANALYSIS IN BANKING SECTOR who provided his timely guidance to me "at every step and also provided tome all relevant and essential data regarding my final project report. I also feel a sense of indebtedness to my reverent teacher Mr.Divakar Joshi (H.O.D Management) Who encouraged, motivated and guided me to complete my Project Report. Lastly I would also like to thank my parents, and friends who inspired me and. encouraged me to complete my final Project .

CERTIFICATE I
This is to certify that the Final Project Report entitled SERVICE QUALITY ANALYSIS IN BANKING SECTOR by SHAZIA QADIR carried out the project report under my supervision and guidance. Assistant and help received during the course of the study have been duly acknowledged.

Place: JALANDHAR

MR. DIVAKAR JOSHI

H.O.D (Management)

CERTIFICATE II
This is to certify that the Project Report entitled SERVICE QUALITY ANALYSIS IN BANKING SECTOR by SHAZIA QADIR carried out the project report under my supervision and guidance. Assistant and help received during the course of the study have been duly acknowledged.

Place: JALANDHAR

MISS DALJIT KAUR

LECT. (Management)