Analysis of Performance of Banking Sector in India

Topics: Bank, Customer service, Commercial bank Pages: 49 (9587 words) Published: June 28, 2013
A

PROJECT REPORT
ON

“SERVICE QUALITY OF HDFC BANK”

In fulfillment of the requirements for Post Graduate Diploma in Business Management (PGDBM) (2009-2011)

UNDER THE GUIDANCE OF: Dr. Seema Girdhar (Marketing Faculty)

SUBMITTED TO: Prof. Dr. Seema Girdhar (Marketing Faculty)

SUBMITTED BY: Akanksha Premwani Roll no. - 6005

GURU NANAK INSTITUTE OF MANAGEMENT
Road no. 75, Punjabi Bagh, New Delhi-110026

A

PROJECT REPORT
ON

“SERVICE QUALITY OF HDFC BANK”

In fulfillment of the requirements for Post Graduate Diploma in Business Management (PGDBM) (2009-2011)

UNDER THE GUIDANCE OF: Prof. Dr. Seema Girdhar (Marketing Faculty)

SUBMITTED TO: Prof. Dr. Seema Girdhar (Marketing Faculty)

SUBMITTED BY: Akanksha Premwani Roll no. - 6005

GURU NANAK INSTITUTE OF MANAGEMENT
Road no. 75, Punjabi Bagh, New Delhi-110026

CERTIFICATE

This is to certify that Miss. Akanksha Premwani, student of Guru Nanak Institute of Management has completed her Project report on “SERVICE QUALITY OF HDFC BANK” in the year 2009-2011 in final fulfillment of Post Graduate Diploma in Business Management (PGDBM). She has successfully completed the project under my constant guidance and support.

Signature of Project Guide

(DR. SEEMA GIRDHAR)

DECLARATION

I hereby declare that the Project report titled “SERVICE QUALITY OF HDFC BANK” is my original work and has not been published or submitted for any degree, diploma or other similar titles elsewhere. This has been undertaken for the purpose of partial fulfillment of Post Graduate Diploma in Business Management at Guru Nanak Institute of Management.

Date:

Akanksha Premwani Roll no.: 6005

PREFACE

This project report attempts to bring under one cover the entire hard work and dedication put in by me in the completion of the project work on Service Quality of HDFC bank. I have expressed my experiences in my own simple way. I hope who goes through it will find it interesting and worth reading. All constructive feedback is cordially invited.

ACKNOWLEDGMENT

It is really a matter of pleasure for me to get an opportunity to thank all the persons who contributed directly or indirectly for the successful completion of the project report, “Service Quality of HDFC bank”. First of all I am extremely thankful to my college Guru Nanak Institute of Management for providing me with this opportunity and for all its cooperation and contribution. I also express my gratitude to my Project mentor and guide Prof. Dr. Seema Girdhar. I am highly thankful to our respected project guide for giving me the encouragement and freedom to conduct my project. I am also grateful to all my faculty members for their valuable guidance and suggestions for my entire study. I would also like to thank the HDFC team for extending their valuable time and cooperation.

Akanksha Premwani Roll No.: 6005

INDEX

CONTENTS
1. INTRODUCTION 2. COMPANY PROFILE 3. SERVICE QUALITY IN BANKS 4. RESEARCH OBJECTIVE 5. RESEARCH METHODOLOGY 6. DATA ANALYSIS 7. FINDINGS OF THE REPORT 8. CONCLUSION 9. RECOMMENDATIONS 10. BIBLIOGRAPHY 11. ANNEXURE: QUESTIONNAIRE

PAGE NO.

INTRODUCTION
Service with a s mile: Today‟s finicky banking customers will settle for nothing less. The customer has come to realize somewhat belatedly that he is the king. The customer‟s choice of one entity over another as his principal bank is determined by considerations of service quality rather than any other factor. He wants competitive loan rates but at the same time also wants his loa n or credit card application processed in double quick time. He insists that he be promptly informed of changes in deposit rates and service charges and he bristles with „customary rage‟ if his bank is slow to redress any grievance he may have. He cherishes the convenience of impersonal net banking but during his occasional visits to the branch he also wants the comfort of personalized human interactions and facilities that make...

References: Kotler Philip, marketing management, (Pearson education, 12 th edition) Malhotra K. Naresh, marketing research (An applied orientation), Research design, (Prentice hall of India pvt. 5th edition) Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing Integrated customer Focus across the Firm” (4th Edition) M.K. Rampal : Service Marketing Websites www.google.com www.hdfcbank.com www.hdfcindia.com www.wikipedia.org www.marketresearch.com
ANNEXURE QUESTIONNAIRE
Respected Sir/Madam I am student of GURU NANAK INSTITUTE OF MANAGEMENT, conducting a survey on “SERVICE QUALITY OF HDFC BANK”. The following statements relate to your feelings about the HDFC bank. Please show the extent to which you believe HDFC bank has the feature described in the statement. I request you to √ the option which in your opinion are believed to be true. All data will be kept confidential. Name: Age: Educational Qualifications:
Strongly Disagree Disagree Neither agree Nor disagree Agree Strongly Agree
1. HDFC bank has modern looking equipment. 2. The bank 's physical features are visually appealing. 3. The bank 's reception desk employees are neat appearing. 4. Materials associated with the service (such as pamphlets or statements) are visually appealing at the bank. 5. When the bank promises to do something by a certain time, it does so. 6. When you have a problem, the bank shows a sincere interest in solving it.
Strongly Disagree
Disagree
Neither agree Agree Nor disagree
Strongly Agree
7. The bank performs the service right the first time. 8. The bank insists on error free records. 9. Employees in the bank tell you exactly when the services will be performed. 10. Employees in the bank give you prompt service. 11. Employees in the bank are always willing to help you. 12. Employees in the bank are never too busy to respond to your request. 13. The employees of the bank are trustworthy. 14. The behavior of employees in the bank instills confidence in you. 15. You feel safe in your transactions with the bank. 16. Employees in the bank have the knowledge to answer your questions. 17. The bank gives you individual attention. 18. The bank has operating hours convenient to all its customers. 19. The bank has your best interests at heart. 20. The employees of the bank understand your specific needs.
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