Summer Training Project On

Service Quality Of
HDFC Bank
By:-Ankit

agarwal

INTRODUCTION TO TOPIC
COMPLETE NAME OF THE COMPANY

The Housing Development Finance Corporation Limited (HDFC Bank Ltd.)

BUSINESS OBJECTIVE

The primary objective of HDFC is to enhance residential housing

stock in the country through the provision of housing finance in a
systematic and professional manner, and to promote home
ownership. Another objective is to increase the flow of resources to
the housing sector by integrating the housing finance sector with
the overall domestic financial markets.
SLOGAN

We Understand Your World

SERVICE QUALITY IN BANKS

According to Gefan Service quality is the subjective comparison that
customers make between the qualities of service that they want to receive
and what they actually get.

Parasuraman says, 'Service quality is determined by the differences

between customer's expectations of services provider's performance and
their evaluation of the services they received.

Dimensions of Service Quality

Tangibles
Reliability
Responsiveness
Empathy
Assurance.

RATER

Research Objective
To examine the essential dimensions of service quality i.e.
RATER- Reliability, assurance, tangibles, empathy and
responsiveness of HDFC bank and its effect on customers
satisfaction.
To find out the level of perception of the customers from the
service quality offered by the banks.
To know which service quality dimension of the bank is
performing well.
To identify which dimension of service quality needs
improvement so that the quality of service of HDFC banks is
enhanced.

RESEARCH
METHODOLOGY
Title of the study:- Service Quality Of HDFC Bank
DATA SOURCE

Primary Data:
The primary data was collected by means of a survey. Questionnaires were prepared and customers of the
banks at branch were approached to fill up the questionnaires.

Secondary Data:
In order to have a proper understanding of the service quality of bank a depth study was done from the
various sources such as books, a lot of data is also collected from the official websites of the banks and
the articles from various search engines like Google, yahoo search and answers.com.

RESEARCH SAMPLE

SAMPLING PLAN:

Sampling Units: Customers of HDFC bank

Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.

SAMPLE SIZE:
The work is a case of HDFC Bank, one of the largest bank of Indian banking industry together representing
over 25 per cent of the market share of Indian banking space.

IMPORTANCE AND SCOPE OF THE STUDY

SCOPE OF STUDY

The scope of this research is to identify the service quality of HDFC bank.
This research is based on primary data and secondary data. This study only
focuses on the dimensions of service quality i.e. RATER.

IMPORTANCE

The study would try to throw some insights into the existing services
provided by the banks, perceptions and the actual service quality of the
bank. The results of the study would be able to recognize the lacunae in
the system and thus provide key areas where improvement is required for
better performance and success ratio.

Learning Outcomes
The Reliability dimension of service quality is better as compared to
empathy and tangibility. Still the score is low.
As score for Assurance is at second place after responsiveness, so the
customers of HDFC bank are very confident and feel safe while
transacting with the bank.
The score of Tangibility dimension of service quality of HDFC bank is the
lowest. The service quality factor tangible is defined by whether the
physical facilities and materials associated with the service are visually
appealing at the bank.
According to my findings, the score of Empathy is not satisfactory but not
unsatisfactory also. HDFC bank is unable to give individual attention to its
customers and is unable to understand specific needs of its customers.
In HDFC bank, the score of Responsiveness is highest so they are
focusing on prompt service, employees are willing to help the customers
and say the exact time when the services will be performed.

SWOT ANALYSIS
STRENGTHS:
It launches every time new and innovative products.

Fast services to the corporate as well as their retail customers

Good Brand image in the market.

WEAKNESS: Bank has not approached to corporate customers in rural areas.
Banks charges are more as compared to their competitors.

OPPORTUNITIES: Bank has a very Good Brand image in the market.

Demand of the Banks product and services increasing day by day.

THREATS: Many private Banks has come in corporate banking and they are also
providing good product and services to their customers.

Recommendations And
Suggestions

Reliability is an obvious place to start. Customers of the bank want to

know their resources are safe and within trustworthy institutions.
Responsiveness, again when associated with a well-trained staff and
timely answers to service-related questions, would make significant
inroads into causing HDFC bank be regarded as responsive.
Intangibles please customers just as much as tangibles in the banking
industry. People tend to visit the same branch of a bank over and over
again. Usually, this is a location close to their home or their workplace.
Learning to understand customers needs will allow bank associates to
offer enhanced services, perhaps lowering customers banking costs and
increasing their investment potential.
Keeping the bank with up-to-date technologically are important factors.
Thus, the banking industries must continuously measure and improve
these dimensions in order to gain customers loyalty.

Conclusions

Based on the study conducted it can be concluded that responsiveness,

assurance and reliability are the critical dimensions of service quality of HDFC
bank and they are directly related to overall service quality.
The factors that may delight customers tend to be concerned more with the
intangible nature of the service, commitment, attentiveness, friendliness, care,
and courtesy.
The employees give prompt services, always are ready to answer the questions
and are trustworthy.
The Tangibility dimension of service quality of HDFC bank is highly
disappointing and serious steps are needed to be taken to enhance this
dimension.
Customers of the bank are dissatisfied with the empathy dimension.
To satisfy these customers, the management can take some attempts, noted
earlier as recommendations.
Thus, improving service quality leads to the customer satisfaction and,
ultimately, to customer loyalty.