Abstract
In present era delivery of better quality customer services has become a strategic practice for firms in almost all sectors. Better quality services are an Abstract term whose explanation varies from customer to customer. Further services are intangible in nature thus it is very difficult for organisations to understand and practice the philosophy of providing quality services. Customer's satisfaction can only be attained by organisations if they are able to provide quality services at affordable prices after matching customer's expectations. The policies of Government and regulators have forced financial institutions to provide quality services to customers. Further awareness of customer rights have also increased over the years which has made today's customers very practical and demanding. Due to its important role organisations are paying too much attention for enhancement of service quality.
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