A STUDY ON THE

SERVICE QUALITY OF
HDFC BANK
NEED OF THE STUDY
Service quality is driven by customers, employees and a
changing business environment. Customers be the
individuals, households or organizations are increasingly
aware of alternatives of the banks. The main aim of the
study is to examine the service quality dimensions of
HDFC Bank. The need has to be recognized and also some
measures have to be taken to overcome the customers
satisfaction. The purpose of this research is to find out the
perception level of the customers from the quality of
services offered by the bank.
SCOPE OF THE 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. It aims to understand the skill of the company
in the area of service quality that are performing well
and shows those areas which require improvement. The
study was done taking two branches of HDFC bank into
consideration. The survey was restricted to the bank
customers in Chennai only.
OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVE
To measure and analyze the quality of
services provided by HDFC Bank
SECONDARY OBJECTIVES
• To study the association of demographic variables (age, gender,
education, occupation, income) on factors affecting customers.

• To identify the gap between customer expectation and perception.

• To identify the areas that need to improve by HDFC to deliver superior

quality of service.
LIMITATIONS OF THE STUDY
• Time is a major factor which restricted the size of the sample.

• Lack of cooperation from some respondents.

• The study is limited only to Chennai region.