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This document discusses quality and its importance in the banking sector of India. It makes three key points: 1) Quality is especially important in banking because products and services are easily duplicated, so quality becomes the main differentiator for success. Research shows customers are willing to pay for quality service. 2) For a bank to achieve high quality service, top management must be committed to developing a quality culture. They must communicate the importance of quality to all employees a

Author

Shubhangi Ghadge

Language

EN