Professional Documents
Culture Documents
Servqual Analysis of HDFC Bank & Indian Bank
Servqual Analysis of HDFC Bank & Indian Bank
SUBMITTED BY
Parashar saha dm o91
Arijit roy dm 005
1
CONTENTS: page
Introduction.
Models of banking service
quality.
Tools for evaluation of
service quality
Conceptual framework
Hypothesis to testing
Research methodology.
Sample selection
Finding & suggestions
Acknowledgement
2
Without the help form the MANAGER OF HDFC BANK &
INDIAN BANK our project would have not been completed
successfully
The really cool thing is that we took the data from both the
bank’s customer & matched it whatever we have got during
taking their interview of 2-3 minutes we noticed the
reflextion of words into the answer of the questionarie.
3
There are basically four categories of banks such as Public
Sector Banks, Private Banks, Foreign Banks and Cooperative
Banks operating in India that are regulated by Reserve Bank of
India (RBI). Besides, there are some subsidiaries of public
sector and cooperative banks that are operating in the
different parts of the country. The major Public Sector banks
are State Bank of India, Allahabad Bank, Andhra Bank,Indian
Bank, UCO Bank and United Bank of India. The Private Banks
include ICICI Bank, HDFC Bank and UTI Bank. The important
foreign banks that are operating in India are HSBC, Citibank
and ABN-AMRO Bank.
HDFC BANK
FINANCIAL RESULTS:
4
Profit & Loss Account: Quarter ended December 31, 2008 The
total income for the bank for the quarter ended December 31,
2008 grew by 58.8% over the corresponding quarter ended
December 31, 2007 to Rs. 5,407.9 crores. Net revenues (net
interest income plus other income) were Rs. 2,918.6 crores
for the quarter ended December 31, 2008, an increase of
37.9% over Rs. 2,116.5 crores for the correspondingquarter
of the previous year. Interest earned (net of loan origination
costs and amortization of premia on investments held in the
Held to Maturity (HTM) category) increased from Rs. 2,726.9
crores in the quarter ended December 31, 2007 to Rs. 4,468.5
crores in the quarter ended December
31, 2008, up by 63.9%. Net interest income (interest earned
less interest
expended) for the quarter ended December 31, 2008 increased
by 37.7% to Rs. 1,979.3 crores, driven by average asset
growth of 44.1% and a net interest margin (NIM) of around
4.3% for the quarter ended December 31,
2008.
Savings Accounts
Current Accounts
Fixed Deposits
Demat Account
Loans
Personal Loans
Home Loans
Cards
Credit Cards
Debit Cards
Prepaid Cards
5
Investments & Insurance
Forex Services
Payment Services
3.Process model
4.Satisfaction model
5.Legitimacymodel
6
achievement is often technically difficult and conceptually
controversial.
1. Statistical analysis
4. Rough Set
7
8. Taguchi Method
9. Decision trees
10.Data visualization
8
Model-I (P-E gap model): In this network model, the input is
defined using the traditional SERVQUAL-based gap that means
perceptions of customers minus the expectations.This
resulted in twenty-two input nodes, a hidden layer and an
output layer consists of one node representing the overall
evaluation of service quality.
9
The Conceptual Framework
10
1. To identify those areas where improvement should be made
and resources can be allocated. For instance, they need to
know the level of quality in their banks and they can
manipulate to make bank-wide improvement in quality
performance. Also they can use benchmarking to compare
their performance and other banks’, which have already
implemented quality program that will help to prioritise the
quality management efforts.
Tangibility
Reliability
Responsiveness
11
Assurance
Customer
Empathy perspective
Banking
Banking Customer Service
services Satisfaction Quality
Banker’s
perspective
• customer perspective
• bank perspective
Customer perspective
12
organisation. Perceived quality means the overall impression a
customer has and experiences about the level of quality
after service realisation. The potential difference between
the sought quality and the perceived quality gives the service
provider an opportunity to measure customer satisfaction
based on formulating the precise and actual criteria
according to which the customers are assessing the services.
Providers perspective
Hypothesis to Test
13
the respondent’s expectation about the service quality of
bank. We have also taken some suggestions from the
respondents.
These questions have been organised under the proposed
framework based on the SERVQUAL model.
Sample Selection
HDFC BANK
4
MEAN
3 PERCEIVED
0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
QUESTIONS
14
INDIAN BANK
4
MEAN
3 PERCEIVED
0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
QUESTIONS
HDFC BANK
5.6
5.4
5.2
MEAN
5
EXPECTED
4.8
4.6
4.4
4.2
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
QUESTIONS
15
INDIAN BANK
5.4
5.2
5
MEAN
4.8
EXPECTED
4.6
4.4
4.2
4
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
QUESTIONS
SERVQUAL SCORE
16
PERCEIVED
4
MEAN
HDFC
3
INDIAN BANK
2
0
1 2 3 4 5
DIMENSIONS
17
6.As compared to HDFC Indian bank are not able to provide
prompt service to their customers.
18