Data Analysis & Interpretation

Data Analysis & Interpretation
Table 3 - Respondents Profile

S.No.
1. 1
2.
Characteristics
Number
Percentage
SBI
HDFC
SBI
HDFC
Male
359
107
75
67
Female
121
53
25
33
Service
134
58
27.9
36.25
Business
104
42
21.66
26.25
Professional
84
32
17.5
20
Student
62
12.91
3.75
Housewife
36
11
7.5
6.87
Retired
60
11
12.5
6.87
0-35years
192
64
40
40
36-59years
192
64
40
40
60 years &
ABOVE
96
32
20
20
0-25K
120
40
25
25
25-50K
120
40
25
25
50-100k
120
40
25
25
More than 100k
120
40
25
25
GENDER
OCCUPATION
AGE
INCOME
GROUP
Table 4 - Analysis of SBI First Service Dimension People
Question
Expectatio
n
Score(mea
n value)
Percept
ion
score(m
ean
Value
Gap Score
(P-E)
(Mean
Value)
1.
The banker dealing is

knowledgeable about the
services and products they
are offer.
4.9
4.1
-0.8
2.

courteous and polite
4.7
3.2
-1.5
3.
Prompt services by the

banker in a bank.
4.6
3.5
-1.1
4.
The banker to explain the

product and the service
properly without hiding
anything
4.7
4.2
-0.5
5.
The bank professional to

hear the complaints and
problems patiently and
resolve them quickly.
4.7
3.08
-1.62
6.
The staff of a bank to provide

error-free service
4.6
3.8
-0.8
7.
The bank staff to be

motivated and always happy
to help its customers.
8.
The employees of a bank to

provide equal treatment to all
customers
4.7
3.9
-0.8
9.
The guard outside an ATM to

be vigilant and guide in times
of ATM malfunctioning.
4.6
2.7
-1.9
10.
The Banks staff to be well

dressed and smart.
4.5
2.9
-1.6
S.No
4.6
3.06
-1.54
Mean Gap
Score
-1.2
Table 5 Analysis of HDFC First Service Dimension People
S.N.
Question
Expectation
Score(mean
value)
Perception
score(mea
n Value
Gap Score (PE)

(Mean Value)
1.

knowledgeable about the
services and products they
are offer.
4.7
3.2
-1.5
2.

courteous and polite
4.9
4.4
-0.5
3.
Prompt services by the

banker in a bank.
4.9
3.3
-1.6
4.
The banker to explain the

product and the service
properly without hiding
anything
4.8
3.3
-1.5
5.
The bank professional to

hear the complaints and
problems patiently and
resolve them quickly.
4.8
2.9
-1.9
Mean
of Gap
Score
6.
The staff of a bank to provide

error-free service
4.5
3.4
-1.1
-1.06
7.
The bank staff to be

motivated and always happy
to help its customers.
4.6
4.04
-0.6
8.
The employees of a bank to

provide equal treatment to all
customers
4.5
3.3
-1.2
9.
The guard outside an ATM to

be vigilant and guide in times
of ATM malfunctioning.
4.6
4.0
-0.6
10.
The Banks staff to be well

dressed and smart.
4.2
4.1
-0.1
Interpretation- The overall service level for both SBI & HDFC is dissatisfactory with the mean
gap of -1.06 & -1.2 respectively. The major problem with the SBI personnel or employees is
their non -courteous, indifferent attitude. With HDFC it is the lack of transparency & poor
knowledge of the employees that is the cause of dissatisfaction of the customer. Another major
problem with SBI is the absence or inattentiveness of the ATM guard in the ATMs of the bank.
The t value for First Service Dimension People of -3.42 tested at 0.05 level of significance
does not lie between the critical values of +2.62 to -2.62 therefore we reject the null hypothesis
& accept the alternative hypothesis -that the customers are more satisfied with the banking
processes of HDFC bank.
Table 6 Analysis of SBI Second Service Dimension Process
Question
Expectation
Score(mean
value)
Percepti
on
score(me
an Value
Gap Score
(P-E)
(Mean
Value)
1.
A May I help you person/

desk who can guide us in a
bank.
4.7
3.7
-1.0
2.
No hidden costs in the bank

products or services.
4.8
4.2
-0.6
3.
To get out of the bank quickly

without standing in long
queues.
4.8
2.3
-2.5
4.
A convenient and simple

method of calling the bank call
center in case of emergency.
4.7
2.7
-2.0
5.
A proper follow up on my
enquiry or complaint.
4.6
2.8
-1.8
6.
The banks to provide account

statements / credit card bills
and other important
documents timely.
4.7
3.6
-1.1
7.
To get an instant SMS about

any transaction from my
account or credit card.
4.7
2.5
-2.2
8.
The bank to opens on the

scheduled time of 9:30am and
all employees to be on their
seats on time.
4.7
2.8
-1.9
9.
I dont have to move from one

table to another in the bank to
get my work done.
4.8
3.4
-1.4
Get reminder
10. calls/SMS/emails for payment/
renewal due dates.
4.7
2.7
-2.0
S.No
Mean of
Gap Score
-1.65
Table 7- Analysis of HDFC Second Service Dimension Process
Question
Expectation
Score(mean
value)
Percepti
on
score(me
an Value
Gap Score
(P-E)
(Mean
Value)
1.
A May I help you person/

desk who can guide us in a
bank.
4.7
3.9
-0.8
2.
No hidden costs in the bank

products or services.
4.7
3.6
-1.1
3.
To get out of the bank quickly

without standing in long
queues.
4.7
3.7
-1.0
4.
A convenient and simple

method of calling the bank call
center in case of emergency.
4.7
3.6
-1.1
5.
A proper follow up on my
enquiry or complaint.
4.8
2.7
-2.1
6.
The banks to provide account

statements / credit card bills
and other important
documents timely.
4.8
4.0
-0.8
7.
To get an instant SMS about

any transaction from my
account or credit card.
4.6
4.0
-0.6
8.
The bank to opens on the

scheduled time of 9:30am and
all employees to be on their
seats on time.
4.7
4.0
-0.7
9.
I dont have to move from one

table to another in the bank to
get my work done.
4.8
4.1
-0.7
Get reminder calls/SMS/emails

10.
for payment/ renewal due
dates.
4.6
4.0
-0.6
S.No
Mean of
Gap score
-0.95
Interpretation- In the second service dimension also the service level is found to be
dissatisfactory. However there is considerable difference between the mean gap score of
both the banks SBI score being -1.65 & that of HDFC -0.95.
SBI scored poorly for making the customers wait in queues, for a poor customer calling &
complaints procedure & for the lack of proper SMS alerts & reminder system. The major
problem with HDFC was the poor follow up of the complaints made by customers to HDFC.
The t value for second Service Dimension People of -2.72 tested at 0.05 level of
significance does not lie between the critical values of +2.62 to -2.62 therefore we reject the
null hypothesis & accept the alternative hypothesis that the customers are more satisfied
with the banking processes of HDFC bank.
Table 8 -Analysis of SBI Third Service Dimension Physical Evidence
S.No
1.
2.
3.
4.
5.
Question
To do banking conveniently by
sitting at home through
internet and mobile.
The charges and interest rates
of various services to be
displayed in the bank.
Proper location and parking
facility of a branch
A Good Ambience in a branch.
Basic amenities like sitting
arrangement, drinking water.
Information regarding
grievance redressal to be
displayed in the bank branch.
The banks to have a large
number of ATM and which are
7.
evenly distributed across the
city.
Proper working and
8.
maintained ATM lead to
satisfaction.
The information on the
9.
website of a bank to be up to
date.
A bank to be electronically
enabled and give all updates
10.
online rather than the
traditional method of paper
statements.
6.
Expectatio
n
Score(mea
n value)
Perceptio
n
score(mea
n Value
Gap
Score (PE)
(Mean
Value)
4.6
2.6
1.9
4.6
3.8
-0.8
4.8
2.6
-2.2
4.6
2.3
-2.3
4.7
2.5
-2.6
4.9
2.5
-2.4
4.
-1.0
4.4
2.2
-2.2
4.8
3.0
-1.8
4.6
2.7
-1.9
Mean of
Gap
Score
-1.53
Table 9 Analysis of HDFC Third Service Dimension Physical Evidence
Expectation
Score(mean
value)
Perception
score(mea
n Value
Gap Score
(P-E)
(Mean
Value)
To do banking conveniently by
21. sitting at home through internet
and mobile.
4.9
4.0
-0.9
22.
The charges and interest rates

of various services to be
displayed in the bank.
4.6
-0.6
23.
Proper location and parking

facility of a branch
4.8
2.1
-2.7
4.7
3.8
-0.9
S.No
Question
24. A Good Ambience in a branch.
25.
Basic amenities like sitting

arrangement, drinking water.
4.7
3.7
-1.0
26.
Information regarding
grievance redressal to be
displayed in the bank branch.
4.8
2.2
-2.6
27.
The banks to have a large

number of ATM and which are
evenly distributed across the
city.
4.6
3.1
-1.6
28.
Proper working and

maintained ATM lead to
satisfaction.
4.7
3.4
-1.3
29.
The information on the website

of a bank to be up to date.
4.6
3.2
-1.4
4.6
3.4
-1.1
30.
A bank to be electronically
enabled and give all updates
online rather than the
traditional method of paper
statements.
Mean
Gap
Score
-1.41
Interpretation The customers of both the banks are most dissatisfied by the Physical
Evidence dimension of the two banks. The dissatisfaction level is higher amongst the
customers of SBI at - 1.53. The HDFC score is almost the same as that of SBI at -1.41.
The most dissatisfying service factor relates to the fact that both the banks have not
displayed anything about the grievance redressal procedure in the branches because of
which the customers feel very lost during times of problems. In spite of the fact that the
Banking Codes and Standard Board of India- 2006 has made it mandatory to display
information regarding grievance redressal in every branch. Proper parking facilities are
another major issue for dissatisfaction. The SBI employees are also not happy with the
general ambience of the branches as well as with the maintenance of the ATMs.
The t value for third Service Dimension People of -1.415 tested at 0.05 level of significance
lies between the critical values of +2.62 to -2.62 therefore we accept the null hypothesis that
there is no significant difference between the two banks on the bases of Physical Evidence.
Table 10- Weighted Score of the Three Service Dimension

S.NO
SERVICE
DIMENSION
1
2
People
Process
Physical
Evidence
SBI
Weight
assigned
.36
.39
Mean
Score
-1.2
-1.65
.25
-1.53
HDFC
-0.43
-0.64
Weight
assigned
.35
.37
Mean
Score
-1.06
-0.95
-0.371
-0.35
-0.38
.28
-1.41
-0.39
total
-1.45
Interpretation- The weights assigned by the customers of the two banks are almost equal
for the three dimensions. The maximum weight or importance is attached to the Process
dimension followed by Personnel & finally Physical evidence.
On the bases of the product of the means score & the weight of the respective dimension the
overall Satisfaction level of SBI adds up to -1.45 & that of HDFC to -1.11.
Thus the overall dissatisfaction level of SBI is higher as compared to HDFC bank in the area
of Lucknow.
total
-1.11
Table 11-Customer satisfaction & loyalty SBI (time of association)

s.no
Average time
Number of
Customers
Mean gap score
1-11 months
19
-1.66
1 3 years
117
-1.56
4- 6 years
105
-1.59
7-9 years
111
-1.57
10 &above
128
-1.47
-1.35
Fig. 1
Customer Satisfaction & Loyalty SBI
1-11 months 1 3 years
4- 6 years
7-9 years
10 &above
-1.4
-1.45
-1.5
-1.55
-1.6
-1.65
-1.7
Mean Gap
score
Table -12-Customer satisfaction & loyalty HDFC Bank (time of association)

s.no
Average time
Number of
Customers
Mean gap score
1-11 months
-1.31
1 3 years
46
-1.14
4- 6 years
54
-1.10
7-9 years
46
-1.1
10 &above
10
-0.8
Fig. 2
Customer Satisfaction & Loyalty HDFC Bank
1-11 months
1-3 years
4-6 years
7-9 years
10 & above
-0.2
-0.4
-0.6
mean Gap
score
-0.8
-1
-1.2
-1.4
Interpretation- It is said that good customer service leads to customer satisfaction which in
turn leads to customer loyalty.
The above graphs clearly show that as there is a positive correlation between the customer
satisfaction & years of association. As more the years of association higher is a the
satisfaction level (or lesser dissatisfaction).
Conclusion
Through the above research we can conclude that the customer service level of both banks
SBI & HDFC is below the expectations of their customers. However the dissatisfaction is
much higher in the customers of SBI than that of HDFC.
In case of people & physical evidence dimensions of customer service there is only slight
difference between the two banks. However in case of processes there is a significant
difference between the scores of the two banks.
The research shows that the maximum displeasure amongst the SBI customers is related to
do with its policies & processes. In HDFC Bank the displeasure of the customer is related to
its grievance redressal procedure & has to ensure proper product training is given to all its
employee.
The research also shows that there is a positive relation between customer satisfaction &
customer loyalty thus proving that a customer will continue to do business with a bank if he
or she is satisfied with the services of the bank.
*ENDNOTE
STATE BANK OF INDIA (SBI)
Total Customer Base Pan India- 100 million or 10, 00, 00,000 (ten crore)
Total Branches Pan India 10,000 (ten thousand)
Average Customers per branch - 10,000 (10, 00, 00,000 / 10,000)
Branches in Lucknow
45
Total Customer in Lucknow 4, 50,000 (45 * 10,000)
HDFC
Total Customer Base Pan India- 21 million or 2,10, 00,000 (one crore ninety lakhs)
Total Branches Pan India 2000 (one thousand four hundred and twelve)
Average Customers per branch - 10,500, (2, 10, 00,000 /2000)
Branches in Lucknow
14
Total Customer in Lucknow 1, 47,000 (14 * 10,500)
Total customer base in Lucknow 4, 50,000 + 1, 47,000
5, 97,000

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Data Analysis & Interpretation

Table 3 - Respondents Profile

More than 100k

Table 4 - Analysis of SBI First Service Dimension People

The banker dealing is

The banker dealing is

Prompt services by the

The banker to explain the

The bank professional to

The staff of a bank to provide

The bank staff to be

The employees of a bank to

The guard outside an ATM to

The Banks staff to be well

Table 5 Analysis of HDFC First Service Dimension People

Gap Score (PE)

The banker dealing is

The banker dealing is

Prompt services by the

The banker to explain the

The bank professional to

The staff of a bank to provide

The bank staff to be

The employees of a bank to

The guard outside an ATM to

The Banks staff to be well

Table 6 Analysis of SBI Second Service Dimension Process

A May I help you person/

No hidden costs in the bank

To get out of the bank quickly

A convenient and simple

The banks to provide account

To get an instant SMS about

The bank to opens on the

I dont have to move from one

Table 7- Analysis of HDFC Second Service Dimension Process

A May I help you person/

No hidden costs in the bank

To get out of the bank quickly

A convenient and simple

The banks to provide account

To get an instant SMS about

The bank to opens on the

I dont have to move from one

Get reminder calls/SMS/emails

Table 9 Analysis of HDFC Third Service Dimension Physical Evidence

The charges and interest rates

Proper location and parking

24. A Good Ambience in a branch.

Basic amenities like sitting

The banks to have a large

Proper working and

The information on the website

Table 10- Weighted Score of the Three Service Dimension

Table 11-Customer satisfaction & loyalty SBI (time of association)

Mean gap score

Table -12-Customer satisfaction & loyalty HDFC Bank (time of association)