The document compares customer satisfaction levels of Axis, HDFC, and ICICI banks in India. It analyzes customer expectations and perceptions of service quality across the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The study found that ICICI and HDFC customers had higher expectations than Axis customers and that ICICI and HDFC performed better in meeting service quality standards compared to Axis. It recommends that all banks focus on tangibles, reliability, and responsiveness, while Axis should improve employee commitment and personal attention to customers.

1. A Comparative Analysis of Customer Satisfaction Levels of AXIS, HDFC and ICICI Bank Presented by: Anil Kumar PG07-01 ISMC

14. Tangibles Tangibles 4.8 5 5.2 5.4 5.6 5.8 Tangibles Tangibles 5.5 5.1 5.7 5.4 5.7 5.4 EXP PER. EXP PER. EXP PER. AXIS HDFC ICICI

16. Reliability Reliability 4.9 4 5.6 5 5.7 5.4 0 1 2 3 4 5 6 EXP PER. EXP PER. EXP PER. AXIS HDFC ICICI Reliability

18. Responsiveness Responsiveness 4.8 3.6 5.4 4.7 5.5 4.8 0 1 2 3 4 5 6 EXP PER. EXP PER. EXP PER. AXIS HDFC ICICI Responsiveness

20. Assurance Assurance 4.9 4.3 5.5 5 5.4 5 0 1 2 3 4 5 6 EXP PER. EXP PER. EXP PER. AXIS HDFC ICICI Assurance

22. Empathy Empathy 4.4 3.8 5.3 4.8 5.4 4.8 0 1 2 3 4 5 6 EXP PER. EXP PER. EXP PER. AXIS HDFC ICICI Empathy