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Significant advancements in communication and information technology accelerated and broadened the dissemination of financial information and financial services and also increased the complexity. Another key impetus for change has been the increasing competition among a broad range of domestic and foreign institutions in providing banking and related financial services. Regulations are forcing the banks to adopt better operational strategies and upgrade their skills. All these are throwing more challenges to banking sector.
A customer-centric business model can help address these challenges. A bank's primary function is to deliver financial services and products to the customers...
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