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The research attempts to understand the Indian customers' perceptions towards the service quality of multinational banks. There have been several studies to understand the service quality in the banking sector. With liberalisation policies initiated by the Indian Government, the multinational banks have been making investments in the country. To be successful in the country, they would have to understand the expectations of the Indian customers. The study tries to extend the existing SERVQUALdoi:10.1504/ijsom.2011.042517 fatcat:qnrxwdr5kjd4tfhd4s2uiarbyy