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CHAPTER 1 INTRODUCTION
1.1 Topic Services are commodities that cannot be stored or disappear in use, or as activities that require personal contact. The distinct characteristics of services are intangibility; perish ability, heterogeneity of the product, and simultaneously of production and consumption. Two economic units are required for a service to be produced – the consumer and the producer. While the consumer cannot retain the actual service after it is produced, the effect of the service can be retained. Managing a service operation requires the manager to understand the service concept, service delivery system, and service levels. As the consumer has a key role in the definition and evaluation of all three elements, it is imperative that service managers have a clear understanding of consumer expectations and perceptions. Services may be provided by private or public agencies. These characteristics enhance the importance of certain marketing strategies that are unique to services marketing, such as service customization, managing evidence, making the service tangible, and synchronizing supply and demand patterns. Quality is an extremely difficult concept to define in a few words. At its most basic, quality has been defined as conforming to requirements .This implies that organizations must establish requirements and specifications; once established, the quality goal of the various function of an organization is to comply strictly with these specifications. Many analyses of service quality have attempted to distinguish between objective measures of quality and measures which are based on the more subjective perceptions of customers. A development of this idea by Gronroos identified ‘technical’ and ‘functional’ quality as being the two principle components of quality. Technical quality refers to the relatively quantifiable aspects of a service which consumers receive in their interactions with a service firm. Because it can easily be measured by both customer and supplier, it forms an important basis for judging service quality. Examples of technical quality include the waiting time in an automobile service work shop and the reliability of their services. This, however, is not the only element that makes up perceived service quality. Because services involve direct consumer-producer interaction, consumers are also influenced by how the technical quality is delivered to them. This is what Gronroos describes as functional quality and cannot be measured as objectively as the elements of technical quality. In the case of the queue in a automobile service work shop, functional quality is influenced by such factors as the environment in which queuing takes place and consumers perceptions of the manner in which queues are handled by the staff. Service quality is a highly abstract construct, in contrast to goods where technical aspects of quality predominate. Many conceptualizations of service quality therefore begin by addressing the abstract expectations that consumers hold in respect of quality. Consumers subsequently judge service quality as the extent to which perceived service delivery matches up to these initial expectations. In this way, a service which is perceived as being of mediocre standard may be considered of high quality when compared against low expectations, but of low quality when assessed against high expectations. Analysis of service quality is complicated by the fact that production and consumption of a service generally occur simultaneously, with the process of service production often being just as important as the service outcome. The concept of services quality its importance has grown in recent years for years for two main reasons. Firstly, we are starting to understand the total concept of service more and are now better able to define what is meant by quality of service. Secondly, researchers are determining ways that service quality can actually be quantified or measured.
Measuring service quality gives marketers a tangible tool to use when developing strategies for marketing services. The concept of Quality is very important to marketers because quality drives the development of all marketing strategies. This means that quality must also be a major focus of all marketing strategies for service. The service quality can be measured on the following five dimensions: 1. Reliability : The ability to perform the promised service dependably and accurately. 2. Tangibles : The appearance of physical facilities, equipment, personnel and communication materials. 3. Responsive- : The willingness to help passengers and provide promptness service. 4. Assurance : The knowledge and courtesy of employees and their ability to convey trust and confidence. 5. Empathy : The caring, individualized attention provided to the passenger.
Company The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a World-class Indian bank. HDFC bank‟ s business philosophy is based on our four core values - Customer Focus, Operational Excellence, Product Leadership and People. They believe that the ultimate identity and success of their bank will reside in the exceptional quality of people and their extraordinary efforts. They are committed to hiring, developing, motivating and retaining the best people in the industry. BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People. MISSION STATEMENT OF HDFC BANK
World Class Indian Bank. Benchmarking against international standards. To build sound customer franchises across distinct businesses Best practices in terms of product offerings, technology, service levels, risk management and audit & compliance
VISION STATEMENT OF HDFC BANK The HDFC Bank is committed to maintain the highest level of ethical standards, professional integrity and regulatory compliance. HDFC Bank‟ s business philosophy is based on four core values such as:1. 2. 3. 4.
Operational excellence. Customer Focus Product leadership. People.
The objective of the HDFC Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-step window for all his/her requirements. The HDFC Bank plus and the investment advisory services programs have been designed keeping in mind needs of customers who seeks distinct financial solutions, information and advice on various investment avenues.
BUSINESS STRATEGY
Increasing market share in India‟s expanding banking Delivering high quality customer service Maintaining current high standards for asset quality through disciplined credit risk management Develop innovative products and services that attract targeted customers and address inefficiencies in the Indian financial sector.
DISTRIBUTION NETWORK HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online realtime basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders. PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain a market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
CHAPTER 2 OBJECTIVES AND SCOPE
2.1 Objectives Objectives of the study are as follows:
To measures how the service components, matches customer expectations.
To check the effect of service quality.
To study the association of employee performance and service quality.
To study the effect of complaint handling on service quality
CHAPTER 3 RESEARCH METHODOLOGY
Research Methodology To define any research problem and give a suitable solution for the problem a sound research is inevitable. Research methodology underlines the various steps involved in the particular research and systematically solving the problem with the objective of determining the fact. (a) Research approach The researcher adopted conclusive and descriptive to study service quality with special reference to HDFC Bank. As the term suggests, conclusive research is meant to provide information that is useful in reaching conclusions or decision making. The purpose of the conclusive research is to provide a reliable or representative picture of the population with valid research instrument. Descriptive research describes data and characteristics of the population being studied. Descriptive research answers who, what, where, when, and how. The descriptive design deals with facts and characteristics concerning with individual respondents. 3.1 Data Collection (b) Data Source: Primary data: The primary data was collected with the help of a structured, non disguised questionnaire. The data collection was done by making the existing customers of HDFC Bank, Jammu fill the questionnaires .The researcher also used unstructured personal interview to gather information required for the purpose of the study. Secondary data: The research relied upon many secondary sources for getting a clear picture of the environment. Secondary sources were previous study reports, journals, magazines, newspapers, books with a view to supplement the primary data. The wide scope of the World Wide Web was used to collect the detailed information about the topic. The study of secondary sources made the structuring of questionnaire easy. Research Instrument used In order to get relevant information from the customers, questionnaire was used as research instrument .The questionnaire are design to get the specific information about the specific problem so that the data after analysis and interpretation results in a better application of the
problem .Hence the questionnaire for this study is prepared in the form of structured both closed ended and open ended consisting the series of formal questions to elicit clear relevant responses from the respondents. 3.2 Sample Design (a) Sampling plan Sampling plan includes sampling units used in the survey. It also includes sampling size and sampling procedure for the survey. (b) Sample size The sample size undertaken in this research study is 20. (c) Sample units Every single individual undertaken in the research study is called the sampling unit. In this research study sampling unit is every single individual who gets his vehicle serviced at Apco Hyundai. (d) Sampling procedures The primary consideration in purposive sampling is judgement of researcher as to who can provide the best information to achieve the objectives of the study. The researcher only goes to those people who in his/her opinion are likely to have the required information and be willing to share it. Here the researcher collecting the information through questionnaire. (e) Contact Method Direct contact method was used for the study was used this study. Questionnaires were directly circulated to the respondents of the sample in order to achieve instant response. Period of the study The period of the study was for 30 days.
CHAPTER 4 DATA ANALYSES AND INTERPRETATION
Q1. To which age group do you belong?
S. no.
Age group
No of Percentage respondents Analysis
1.
18 -28
13
65
2.
28-38
5
25
3.
38-48
2
10
4.
48-58
0
0
Total
20
100
AGE GROUP 38-48 10%
48-58 0%
28-38 25%
18-28 65%
Interpretation:- Majority of the respondents were of age group 18-28, i.e. 65%
Q2. What is your Gender?
S. no.
Gender
No of Percentage respondents Analysis
1.
Male
20
100
2.
Female
0
0
Total
20
100
GENDER Female 0%
Male 100%
Interpretation:- Majority of the respondents were male, i.e. 100%
Q3. HDFC bank has modern looking equipment.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
7
35
5.
Strongly agree
11
55
Total
20
100
Strongly disagree 0%
Neutral 10% Disagree 0%
Strongly agree 55%
Agree 35%
Interpretation:- Majority of the respondents strongly agree that HDFC bank has modern looking equipment., i.e. 55%
Q4. The bank's physical features are visually appealing.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
13
65
4.
Agree
7
35
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 35%
Neutral 65%
Interpretation:- Majority of the respondents were neutral that The bank's physical features are visually appealing, i.e. 65%
Q5. The bank's reception desk employees are neat appearing.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
8
40
5.
Strongly agree
12
60
Total
20
100
Neutral 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Strongly agree 60%
Interpretation:- Majority of the respondents strongly agree that the bank's reception desk employees are neat appearing., i.e. 60%
Q6. Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank. , i.e. 65%
Q7. When the bank promises to do something by a certain time, it does so:
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
4
20
3.
Neutral
7
35
4.
Agree
9
45
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 20%
Agree 45%
Neutral 35%
Interpretation:- Majority of the respondents were agree that When the bank promises to do something by a certain time, it does so., i.e. 45%
Q8. When you have a problem, the bank shows a sincere interest in solving it.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
6
30
3.
Neutral
0
0
4.
Agree
13
65
5.
Strongly agree
1
5
Total
20
100
Strongly agree 5%
Strongly disagree 0%
Disagree 30%
Neutral 0%
Agree 65%
Interpretation:- Majority of the respondents agree when they have a problem, the bank shows a sincere interest in solving it., i.e. 65%
Q9. The bank performs the service right the first time.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that the bank performs the service right the first time., i.e. 65%
Q10. The bank insists on error free records..
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
7
35
4.
Agree
13
65
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0%
Neutral 35%
Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agreed that the bank insists on error free records., i.e. 65%
Q11. Employees in the bank tell you exactly when the services will be performed..
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
15
75
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 0% Disagree 0%
Agree 75%
Interpretation:- Majority of the respondents agree that employees in the bank tell you exactly when the services will be performed, i.e. 75%
Q12. Employees in the bank are never too busy to respond to your request.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
20
100
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
0
0
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Neutral 0%
Agree 0% Disagree 0%
Strongly disagree 100%
Interpretation:- Majority of the respondents strongly disagree that Employees in the bank are never too busy to respond to your request., i.e. 100%
Q13. Employees in the bank are always willing to help you.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
12
60
4.
Agree
8
40
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Neutral 60%
Interpretation:- Majority of the respondents were neutral that Employees in the bank are always willing to help you., i.e. 60%
Q14. Employees in the bank give you prompt service..
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
9
45
4.
Agree
11
55
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Neutral 45%
Agree 55%
Interpretation:- Majority of the respondents agree that Employees in the bank give you prompt service., i.e. 60%
Q15. The employees of the bank are trustworthy.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
16
80
5.
Strongly agree
4
20
Total
20
100
Strongly agree 20%
Neutral 0%
Strongly disagree 0% Disagree 0%
Agree 80%
Interpretation:- Majority of the respondents agree that The employees of the bank are trustworthy, i.e. 80%
Q16. The behavior of employees in the bank instills confidence in you.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
7
35
5.
Strongly agree
11
55
Total
20
100
Strongly disagree 0%
Neutral 10% Disagree 0%
Strongly agree 55%
Agree 35%
Interpretation:- Majority of the respondents strongly agree that the behavior of employees in the bank instills confidence in you, i.e. 55%
Q17. You feel safe in your transactions with the bank.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
13
65
4.
Agree
7
35
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 35%
Neutral 65%
Interpretation:- Majority of the respondents were neutral that they feel safe in transactions with the bank, i.e. 65%
Q18. Employees in the bank have the knowledge to answer your questions.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
8
40
5.
Strongly agree
12
60
Total
20
100
Neutral 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Strongly agree 60%
Interpretation:- Majority of the respondents strongly agree that employees in the bank have the knowledge to answer your questions, i.e. 60%
Q19. The bank gives you individual attention.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly agree 25%
Strongly disagree 0%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that the bank gives them individual attention, i.e. 65%
Q20. The bank has operating hours convenient to all its customers.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that the bank has operating hours convenient to all its customers, i.e. 65%
Q21. The bank has your best interests at heart.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
100
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
0
0
5.
Strongly agree
20
0
Total
20
100
Strongly disagree Neutral 0% 0%
Agree 0% Disagree 0%
Strongly agree 100%
Interpretation:- Majority of the respondents strongly agree that bank has your best interests at heart., i.e. 100%
Q22. The employees of the bank understand your specific needs.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
12
60
4.
Agree
8
40
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Neutral 60%
Interpretation:- Majority of the respondents were neutral that the employees of the bank understand their specific needs, i.e. 60%
CHAPTER 5 FINDINGS
5.1 Findings 1. Majority of the respondents were of age group 18-28, i.e. 65% 2. Majority of the respondents were male, i.e. 100% 3. Majority of the respondents strongly agree that HDFC bank has modern looking equipment., i.e. 55% 4. Majority of the respondents were neutral that The bank's physical features are visually appealing, i.e. 65% 5. Majority of the respondents strongly agree that the bank's reception desk employees are neat appearing., i.e. 60% 6. Majority of the respondents agree that Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank. , i.e. 65% 7. Majority of the respondents were agree that When the bank promises to do something by a certain time, it does so., i.e. 45% 8. Majority of the respondents agree when they have a problem, the bank shows a sincere interest in solving it., i.e. 65% 9. Majority of the respondents agree that the bank performs the service right the first time., i.e. 65% 10. Majority of the respondents agreed that the bank insists on error free records., i.e. 65% 11. Majority of the respondents agree that employees in the bank tell you exactly when the services will be performed, i.e. 75% 12. Majority of the respondents strongly disagree that Employees in the bank are never too busy to respond to your request., i.e. 100% 13. Majority of the respondents were neutral that Employees in the bank are always willing to help you., i.e. 60% 14. Majority of the respondents agree that Employees in the bank give you prompt service., i.e. 60% 15. Majority of the respondents agree that The employees of the bank are trustworthy, i.e. 80% 16. Majority of the respondents strongly agree that the behavior of employees in the bank instills confidence in you, i.e. 55% 17. Majority of the respondents were neutral that they feel safe in transactions with the bank, i.e. 65% 18. Majority of the respondents strongly agree that employees in the bank have the knowledge to answer your questions, i.e. 60% 19. Majority of the respondents agree that the bank gives them individual attention, i.e. 65% 20. Majority of the respondents agree that the bank has operating hours convenient to all its customers, i.e. 65% 21. Majority of the respondents strongly agree that bank has your best interests at heart., i.e. 100% 22. Majority of the respondents were neutral that the employees of the bank understand their specific needs, i.e. 60%
CHAPTER 6 LIMITATIONS
6.1 Limitations 1. The information provided by the respondents may be biased. 2. The study was restricted to single city so findings cannot be generalised. 3. Time was major limitation of the study 30 days was a very limited period to conduct a research with wide scope. 4. Some confidential and unrevealed secondary data.
Chapter7 Conclusions and Recommendations
Conclusion In this highly competitive world organizations have no choice but to provide better services to customer to stay in the market. For an organisation providing services it will be very difficult to give out the offers to attract customers, so to stay in the market providing better services is only the option. To conclude, this project HDFC Bank has created a good image in Jammu. Customers of HDFC Bank have given positive response towards overall service quality. Service quality plays a vital in determining marketing image of every company. Once the attributes of automobile services from the customer’s perspective are more clearly known and understood, its service providers will be in a better position to anticipate consumer requirements rather than to react to consumer dissatisfaction.
Recommendation 1. To set up a complaint handling cell for reducing customer grievances. 2. Provide spot services to customers. 3. Employees are capable of directly contributing to both customer disappointment and delight. Therefore, it is essential that the bank to have the research and analysis method that links staff performance engagement directly to the customer behaviour ,so that they can hire , train, recognise and reward employees for how they contribute to customer value. 4. To conduct customer get together program. It helps for easily understanding customer’s expectations and perceptions towards service quality in company .It also contributing for the improvement of services given by the company. 5. Identify what leverages top-end customer commitment and advocacy behaviour, and then build customer experience around it. .
BIBLIOGRAPHY
References Kotler Philip, marketing management, (Pearson education, 12th edition) Malhotra K. Naresh, marketing research (An applied orientation), Research design, (Prentice hall of India pvt. 5th edition) Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing Integrated customer Focus across the Firm” (4th Edition) M.K. Rampal : Service Marketing Websites www.hdfcbank.com www.hdfcindia.com www.wikipedia.org www.marketresearch.com
ANNEXURE
QUESTIONNAIRE Service Quality a Case Study of HDFC Bank I Aryan Mahajan of B.B.A Semester Vth is undertaking my project report of B.B.A degree from Govt. S.P.M.R College of Commerce affiliated with University of Jammu. In view of this, I am conducting a survey towards Service Quality a Case Study of HDFC Bank The contents of this questionnaire are only for the academic purposes and information provided by you will be kept confidential. Personal Information 1. Name: 2. Age: (a) 18-28 (b) 28-38 years (c) 38-48 years (d) 48-55 years 3. Gender: (a) Male (b) Female Tangible S.no. Statement 1. 2. 3. 4.
HDFC bank has modern looking equipment. The bank's physical features are visually appealing The bank's reception desk employees are neat appearing. Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank.
Reliability 5. 6. 7.
When the bank promises to do something by a certain time, it does so. When you have a problem, the bank shows a sincere interest in solving it. The bank performs the service right the first time.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
8.
The bank insists on error free records.
Responsiveness 9. 10. 11. 12.
Employees in the bank tell you exactly when the services will be performed. Employees in the bank give you prompt service. Employees in the bank are always willing to help you. Employees in the bank are never too busy to respond to your request.
Assurance 13. 14. 15. 16.
The employees of the bank are trustworthy. The behavior of employees in the bank instills confidence in you. You feel safe in your transactions with the bank. Employees in the bank have the knowledge to answer your questions.
Empathy 17. 18. 19. 20.
The bank gives you individual attention. The bank has operating hours convenient to all its customers The bank has your best interests at heart. The employees of the bank understand your specific needs.
1.1 Topic Services are commodities that cannot be stored or disappear in use, or as activities that require personal contact. The distinct characteristics of services are intangibility; perish ability, heterogeneity of the product, and simultaneously of production and consumption. Two economic units are required for a service to be produced – the consumer and the producer. While the consumer cannot retain the actual service after it is produced, the effect of the service can be retained. Managing a service operation requires the manager to understand the service concept, service delivery system, and service levels. As the consumer has a key role in the definition and evaluation of all three elements, it is imperative that service managers have a clear understanding of consumer expectations and perceptions. Services may be provided by private or public agencies. These characteristics enhance the importance of certain marketing strategies that are unique to services marketing, such as service customization, managing evidence, making the service tangible, and synchronizing supply and demand patterns. Quality is an extremely difficult concept to define in a few words. At its most basic, quality has been defined as conforming to requirements .This implies that organizations must establish requirements and specifications; once established, the quality goal of the various function of an organization is to comply strictly with these specifications. Many analyses of service quality have attempted to distinguish between objective measures of quality and measures which are based on the more subjective perceptions of customers. A development of this idea by Gronroos identified ‘technical’ and ‘functional’ quality as being the two principle components of quality. Technical quality refers to the relatively quantifiable aspects of a service which consumers receive in their interactions with a service firm. Because it can easily be measured by both customer and supplier, it forms an important basis for judging service quality. Examples of technical quality include the waiting time in an automobile service work shop and the reliability of their services. This, however, is not the only element that makes up perceived service quality. Because services involve direct consumer-producer interaction, consumers are also influenced by how the technical quality is delivered to them. This is what Gronroos describes as functional quality and cannot be measured as objectively as the elements of technical quality. In the case of the queue in a automobile service work shop, functional quality is influenced by such factors as the environment in which queuing takes place and consumers perceptions of the manner in which queues are handled by the staff. Service quality is a highly abstract construct, in contrast to goods where technical aspects of quality predominate. Many conceptualizations of service quality therefore begin by addressing the abstract expectations that consumers hold in respect of quality. Consumers subsequently judge service quality as the extent to which perceived service delivery matches up to these initial expectations. In this way, a service which is perceived as being of mediocre standard may be considered of high quality when compared against low expectations, but of low quality when assessed against high expectations. Analysis of service quality is complicated by the fact that production and consumption of a service generally occur simultaneously, with the process of service production often being just as important as the service outcome. The concept of services quality its importance has grown in recent years for years for two main reasons. Firstly, we are starting to understand the total concept of service more and are now better able to define what is meant by quality of service. Secondly, researchers are determining ways that service quality can actually be quantified or measured.
Measuring service quality gives marketers a tangible tool to use when developing strategies for marketing services. The concept of Quality is very important to marketers because quality drives the development of all marketing strategies. This means that quality must also be a major focus of all marketing strategies for service. The service quality can be measured on the following five dimensions: 1. Reliability : The ability to perform the promised service dependably and accurately. 2. Tangibles : The appearance of physical facilities, equipment, personnel and communication materials. 3. Responsive- : The willingness to help passengers and provide promptness service. 4. Assurance : The knowledge and courtesy of employees and their ability to convey trust and confidence. 5. Empathy : The caring, individualized attention provided to the passenger.
Company The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a World-class Indian bank. HDFC bank‟ s business philosophy is based on our four core values - Customer Focus, Operational Excellence, Product Leadership and People. They believe that the ultimate identity and success of their bank will reside in the exceptional quality of people and their extraordinary efforts. They are committed to hiring, developing, motivating and retaining the best people in the industry. BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People. MISSION STATEMENT OF HDFC BANK
World Class Indian Bank. Benchmarking against international standards. To build sound customer franchises across distinct businesses Best practices in terms of product offerings, technology, service levels, risk management and audit & compliance
VISION STATEMENT OF HDFC BANK The HDFC Bank is committed to maintain the highest level of ethical standards, professional integrity and regulatory compliance. HDFC Bank‟ s business philosophy is based on four core values such as:1. 2. 3. 4.
Operational excellence. Customer Focus Product leadership. People.
The objective of the HDFC Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-step window for all his/her requirements. The HDFC Bank plus and the investment advisory services programs have been designed keeping in mind needs of customers who seeks distinct financial solutions, information and advice on various investment avenues.
BUSINESS STRATEGY
Increasing market share in India‟s expanding banking Delivering high quality customer service Maintaining current high standards for asset quality through disciplined credit risk management Develop innovative products and services that attract targeted customers and address inefficiencies in the Indian financial sector.
DISTRIBUTION NETWORK HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online realtime basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders. PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain a market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
CHAPTER 2 OBJECTIVES AND SCOPE
2.1 Objectives Objectives of the study are as follows:
To measures how the service components, matches customer expectations.
To check the effect of service quality.
To study the association of employee performance and service quality.
To study the effect of complaint handling on service quality
CHAPTER 3 RESEARCH METHODOLOGY
Research Methodology To define any research problem and give a suitable solution for the problem a sound research is inevitable. Research methodology underlines the various steps involved in the particular research and systematically solving the problem with the objective of determining the fact. (a) Research approach The researcher adopted conclusive and descriptive to study service quality with special reference to HDFC Bank. As the term suggests, conclusive research is meant to provide information that is useful in reaching conclusions or decision making. The purpose of the conclusive research is to provide a reliable or representative picture of the population with valid research instrument. Descriptive research describes data and characteristics of the population being studied. Descriptive research answers who, what, where, when, and how. The descriptive design deals with facts and characteristics concerning with individual respondents. 3.1 Data Collection (b) Data Source: Primary data: The primary data was collected with the help of a structured, non disguised questionnaire. The data collection was done by making the existing customers of HDFC Bank, Jammu fill the questionnaires .The researcher also used unstructured personal interview to gather information required for the purpose of the study. Secondary data: The research relied upon many secondary sources for getting a clear picture of the environment. Secondary sources were previous study reports, journals, magazines, newspapers, books with a view to supplement the primary data. The wide scope of the World Wide Web was used to collect the detailed information about the topic. The study of secondary sources made the structuring of questionnaire easy. Research Instrument used In order to get relevant information from the customers, questionnaire was used as research instrument .The questionnaire are design to get the specific information about the specific problem so that the data after analysis and interpretation results in a better application of the
problem .Hence the questionnaire for this study is prepared in the form of structured both closed ended and open ended consisting the series of formal questions to elicit clear relevant responses from the respondents. 3.2 Sample Design (a) Sampling plan Sampling plan includes sampling units used in the survey. It also includes sampling size and sampling procedure for the survey. (b) Sample size The sample size undertaken in this research study is 20. (c) Sample units Every single individual undertaken in the research study is called the sampling unit. In this research study sampling unit is every single individual who gets his vehicle serviced at Apco Hyundai. (d) Sampling procedures The primary consideration in purposive sampling is judgement of researcher as to who can provide the best information to achieve the objectives of the study. The researcher only goes to those people who in his/her opinion are likely to have the required information and be willing to share it. Here the researcher collecting the information through questionnaire. (e) Contact Method Direct contact method was used for the study was used this study. Questionnaires were directly circulated to the respondents of the sample in order to achieve instant response. Period of the study The period of the study was for 30 days.
CHAPTER 4 DATA ANALYSES AND INTERPRETATION
Q1. To which age group do you belong?
S. no.
Age group
No of Percentage respondents Analysis
1.
18 -28
13
65
2.
28-38
5
25
3.
38-48
2
10
4.
48-58
0
0
Total
20
100
AGE GROUP 38-48 10%
48-58 0%
28-38 25%
18-28 65%
Interpretation:- Majority of the respondents were of age group 18-28, i.e. 65%
Q2. What is your Gender?
S. no.
Gender
No of Percentage respondents Analysis
1.
Male
20
100
2.
Female
0
0
Total
20
100
GENDER Female 0%
Male 100%
Interpretation:- Majority of the respondents were male, i.e. 100%
Q3. HDFC bank has modern looking equipment.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
7
35
5.
Strongly agree
11
55
Total
20
100
Strongly disagree 0%
Neutral 10% Disagree 0%
Strongly agree 55%
Agree 35%
Interpretation:- Majority of the respondents strongly agree that HDFC bank has modern looking equipment., i.e. 55%
Q4. The bank's physical features are visually appealing.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
13
65
4.
Agree
7
35
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 35%
Neutral 65%
Interpretation:- Majority of the respondents were neutral that The bank's physical features are visually appealing, i.e. 65%
Q5. The bank's reception desk employees are neat appearing.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
8
40
5.
Strongly agree
12
60
Total
20
100
Neutral 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Strongly agree 60%
Interpretation:- Majority of the respondents strongly agree that the bank's reception desk employees are neat appearing., i.e. 60%
Q6. Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank. , i.e. 65%
Q7. When the bank promises to do something by a certain time, it does so:
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
4
20
3.
Neutral
7
35
4.
Agree
9
45
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 20%
Agree 45%
Neutral 35%
Interpretation:- Majority of the respondents were agree that When the bank promises to do something by a certain time, it does so., i.e. 45%
Q8. When you have a problem, the bank shows a sincere interest in solving it.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
6
30
3.
Neutral
0
0
4.
Agree
13
65
5.
Strongly agree
1
5
Total
20
100
Strongly agree 5%
Strongly disagree 0%
Disagree 30%
Neutral 0%
Agree 65%
Interpretation:- Majority of the respondents agree when they have a problem, the bank shows a sincere interest in solving it., i.e. 65%
Q9. The bank performs the service right the first time.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that the bank performs the service right the first time., i.e. 65%
Q10. The bank insists on error free records..
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
7
35
4.
Agree
13
65
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0%
Neutral 35%
Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agreed that the bank insists on error free records., i.e. 65%
Q11. Employees in the bank tell you exactly when the services will be performed..
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
15
75
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 0% Disagree 0%
Agree 75%
Interpretation:- Majority of the respondents agree that employees in the bank tell you exactly when the services will be performed, i.e. 75%
Q12. Employees in the bank are never too busy to respond to your request.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
20
100
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
0
0
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Neutral 0%
Agree 0% Disagree 0%
Strongly disagree 100%
Interpretation:- Majority of the respondents strongly disagree that Employees in the bank are never too busy to respond to your request., i.e. 100%
Q13. Employees in the bank are always willing to help you.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
12
60
4.
Agree
8
40
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Neutral 60%
Interpretation:- Majority of the respondents were neutral that Employees in the bank are always willing to help you., i.e. 60%
Q14. Employees in the bank give you prompt service..
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
9
45
4.
Agree
11
55
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Neutral 45%
Agree 55%
Interpretation:- Majority of the respondents agree that Employees in the bank give you prompt service., i.e. 60%
Q15. The employees of the bank are trustworthy.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
16
80
5.
Strongly agree
4
20
Total
20
100
Strongly agree 20%
Neutral 0%
Strongly disagree 0% Disagree 0%
Agree 80%
Interpretation:- Majority of the respondents agree that The employees of the bank are trustworthy, i.e. 80%
Q16. The behavior of employees in the bank instills confidence in you.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
7
35
5.
Strongly agree
11
55
Total
20
100
Strongly disagree 0%
Neutral 10% Disagree 0%
Strongly agree 55%
Agree 35%
Interpretation:- Majority of the respondents strongly agree that the behavior of employees in the bank instills confidence in you, i.e. 55%
Q17. You feel safe in your transactions with the bank.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
13
65
4.
Agree
7
35
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 35%
Neutral 65%
Interpretation:- Majority of the respondents were neutral that they feel safe in transactions with the bank, i.e. 65%
Q18. Employees in the bank have the knowledge to answer your questions.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
8
40
5.
Strongly agree
12
60
Total
20
100
Neutral 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Strongly agree 60%
Interpretation:- Majority of the respondents strongly agree that employees in the bank have the knowledge to answer your questions, i.e. 60%
Q19. The bank gives you individual attention.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly agree 25%
Strongly disagree 0%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that the bank gives them individual attention, i.e. 65%
Q20. The bank has operating hours convenient to all its customers.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
2
10
4.
Agree
13
65
5.
Strongly agree
5
25
Total
20
100
Strongly disagree 0% Strongly agree 25%
Neutral 10% Disagree 0%
Agree 65%
Interpretation:- Majority of the respondents agree that the bank has operating hours convenient to all its customers, i.e. 65%
Q21. The bank has your best interests at heart.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
100
2.
Disagree
0
0
3.
Neutral
0
0
4.
Agree
0
0
5.
Strongly agree
20
0
Total
20
100
Strongly disagree Neutral 0% 0%
Agree 0% Disagree 0%
Strongly agree 100%
Interpretation:- Majority of the respondents strongly agree that bank has your best interests at heart., i.e. 100%
Q22. The employees of the bank understand your specific needs.
S. no.
Particulars
No of Percentage respondents Analysis
1.
Strongly disagree
0
0
2.
Disagree
0
0
3.
Neutral
12
60
4.
Agree
8
40
5.
Strongly agree
0
0
Total
20
100
Strongly agree 0%
Strongly disagree 0% Disagree 0%
Agree 40%
Neutral 60%
Interpretation:- Majority of the respondents were neutral that the employees of the bank understand their specific needs, i.e. 60%
CHAPTER 5 FINDINGS
5.1 Findings 1. Majority of the respondents were of age group 18-28, i.e. 65% 2. Majority of the respondents were male, i.e. 100% 3. Majority of the respondents strongly agree that HDFC bank has modern looking equipment., i.e. 55% 4. Majority of the respondents were neutral that The bank's physical features are visually appealing, i.e. 65% 5. Majority of the respondents strongly agree that the bank's reception desk employees are neat appearing., i.e. 60% 6. Majority of the respondents agree that Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank. , i.e. 65% 7. Majority of the respondents were agree that When the bank promises to do something by a certain time, it does so., i.e. 45% 8. Majority of the respondents agree when they have a problem, the bank shows a sincere interest in solving it., i.e. 65% 9. Majority of the respondents agree that the bank performs the service right the first time., i.e. 65% 10. Majority of the respondents agreed that the bank insists on error free records., i.e. 65% 11. Majority of the respondents agree that employees in the bank tell you exactly when the services will be performed, i.e. 75% 12. Majority of the respondents strongly disagree that Employees in the bank are never too busy to respond to your request., i.e. 100% 13. Majority of the respondents were neutral that Employees in the bank are always willing to help you., i.e. 60% 14. Majority of the respondents agree that Employees in the bank give you prompt service., i.e. 60% 15. Majority of the respondents agree that The employees of the bank are trustworthy, i.e. 80% 16. Majority of the respondents strongly agree that the behavior of employees in the bank instills confidence in you, i.e. 55% 17. Majority of the respondents were neutral that they feel safe in transactions with the bank, i.e. 65% 18. Majority of the respondents strongly agree that employees in the bank have the knowledge to answer your questions, i.e. 60% 19. Majority of the respondents agree that the bank gives them individual attention, i.e. 65% 20. Majority of the respondents agree that the bank has operating hours convenient to all its customers, i.e. 65% 21. Majority of the respondents strongly agree that bank has your best interests at heart., i.e. 100% 22. Majority of the respondents were neutral that the employees of the bank understand their specific needs, i.e. 60%
CHAPTER 6 LIMITATIONS
6.1 Limitations 1. The information provided by the respondents may be biased. 2. The study was restricted to single city so findings cannot be generalised. 3. Time was major limitation of the study 30 days was a very limited period to conduct a research with wide scope. 4. Some confidential and unrevealed secondary data.
Chapter7 Conclusions and Recommendations
Conclusion In this highly competitive world organizations have no choice but to provide better services to customer to stay in the market. For an organisation providing services it will be very difficult to give out the offers to attract customers, so to stay in the market providing better services is only the option. To conclude, this project HDFC Bank has created a good image in Jammu. Customers of HDFC Bank have given positive response towards overall service quality. Service quality plays a vital in determining marketing image of every company. Once the attributes of automobile services from the customer’s perspective are more clearly known and understood, its service providers will be in a better position to anticipate consumer requirements rather than to react to consumer dissatisfaction.
Recommendation 1. To set up a complaint handling cell for reducing customer grievances. 2. Provide spot services to customers. 3. Employees are capable of directly contributing to both customer disappointment and delight. Therefore, it is essential that the bank to have the research and analysis method that links staff performance engagement directly to the customer behaviour ,so that they can hire , train, recognise and reward employees for how they contribute to customer value. 4. To conduct customer get together program. It helps for easily understanding customer’s expectations and perceptions towards service quality in company .It also contributing for the improvement of services given by the company. 5. Identify what leverages top-end customer commitment and advocacy behaviour, and then build customer experience around it. .
BIBLIOGRAPHY
References Kotler Philip, marketing management, (Pearson education, 12th edition) Malhotra K. Naresh, marketing research (An applied orientation), Research design, (Prentice hall of India pvt. 5th edition) Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing Integrated customer Focus across the Firm” (4th Edition) M.K. Rampal : Service Marketing Websites www.hdfcbank.com www.hdfcindia.com www.wikipedia.org www.marketresearch.com
ANNEXURE
QUESTIONNAIRE Service Quality a Case Study of HDFC Bank I Aryan Mahajan of B.B.A Semester Vth is undertaking my project report of B.B.A degree from Govt. S.P.M.R College of Commerce affiliated with University of Jammu. In view of this, I am conducting a survey towards Service Quality a Case Study of HDFC Bank The contents of this questionnaire are only for the academic purposes and information provided by you will be kept confidential. Personal Information 1. Name: 2. Age: (a) 18-28 (b) 28-38 years (c) 38-48 years (d) 48-55 years 3. Gender: (a) Male (b) Female Tangible S.no. Statement 1. 2. 3. 4.
HDFC bank has modern looking equipment. The bank's physical features are visually appealing The bank's reception desk employees are neat appearing. Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank.
Reliability 5. 6. 7.
When the bank promises to do something by a certain time, it does so. When you have a problem, the bank shows a sincere interest in solving it. The bank performs the service right the first time.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
8.
The bank insists on error free records.
Responsiveness 9. 10. 11. 12.
Employees in the bank tell you exactly when the services will be performed. Employees in the bank give you prompt service. Employees in the bank are always willing to help you. Employees in the bank are never too busy to respond to your request.
Assurance 13. 14. 15. 16.
The employees of the bank are trustworthy. The behavior of employees in the bank instills confidence in you. You feel safe in your transactions with the bank. Employees in the bank have the knowledge to answer your questions.
Empathy 17. 18. 19. 20.
The bank gives you individual attention. The bank has operating hours convenient to all its customers The bank has your best interests at heart. The employees of the bank understand your specific needs.
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