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Service Quality of HDFC Bank: Summer Training Project On
Service Quality of HDFC Bank: Summer Training Project On
Service Quality Of
HDFC Bank
By:-Ankit
agarwal
INTRODUCTION TO TOPIC
COMPLETE NAME OF THE COMPANY
BUSINESS OBJECTIVE
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:
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.
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.
THREATS: Many private Banks has come in corporate banking and they are also
providing good product and services to their customers.
Recommendations And
Suggestions
Conclusions