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Progressing further, this chapter will deal with service quality and productivity of the services and measures to improve them.
Talking purely in terms of services, the services provided by a bank are only a part of the service spectrum. However, with the differences in an investment bank, commercial bank and insurance firm reducing, banks now offer a plethora of services. In India, even the NBFCs are offering commercial banking services and a commercial bank like Kotak Mahindra, for example, offering merchant banking services has been permitted by the RBI to offer commercial banking services while HDFC Bank and ICICI Bank offer merchant banking services...
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