SlideShare a Scribd company logo
A Comparative Analysis of Customer Satisfaction Levels of AXIS, HDFC and ICICI Bank Presented by: Anil Kumar PG07-01 ISMC
Introduction  A Comparative Analysis of Customer Satisfaction Levels of AXIS, HDFC and ICICI Bank. The study intends to compare the satisfaction levels of three private sector banks namely, Axis bank, HDFC bank and ICICI bank. This research paper looks at the key issue of service quality and nature of service quality delivered to satisfy the customers of these banks.
Problem Statement “To compare the customer satisfaction services level of three chosen banks. (ICICI Bank, HDFC Bank, and AXIS Bank)”
Objective To study the satisfaction level of consumers of three chosen banks. To identify the perception of consumer about their banks with comparison to  other banks. Recommendations to increase customer satisfaction level.
Research Methodology Descriptive Research. Primarily based on Primary Data collection. Follow Questionnaire method. Quantitative Research. Non Probabilistic- convenience sampling
Secondary Data Sonia Billore’ had done a ‘ comparative study of Indian and Japanese consumers of banking sector’  in May 2007. Her objective was to discuss the consumer behaviour, using secondary data, with regard to the savings attitude of Japanese and Indian consumers. She founds that service quality is understood in terms of ‘friendliness’ of the bank and ‘timeliness’ with which the problems may be solved by a knowledgeable service provider.
Lam Siew Yong and Jamil Bojei in 2007 done a study on ‘relationship of service quality, satisfaction and trust with customers and commitment towards their personal banks in Malaysia. Their objective was to assess the relative contributions of service quality (technical and functional quality), satisfaction and trust in shaping bank-clients relationship commitment. They concluded that banks could gain customer satisfaction and trust by attending both the technical (tangibles) and functional (human interaction) aspects of their service management.
The survey conducted by FICCI asked the respondents (bankers) to rank their business strategies that have helped them in increased customer acquisition and retention. Technological up gradation was clearly identified as one of the most successful strategy in Customer Acquisition and Retention followed by Expansion of ATM Network, Advertisements and additional sales force
Cross-sectional Study I have analyzed current situation of customers at a given period. The whole research was done in a limited and short time.
Sampling  Sampling Unit:   The sampling units selected were all above 18 years of age with diverse socio- economic background. Sampling Technique :  Samples were selected by way of convenient sampling and questions were asked to the respondents when they were coming out of their respective banks after availing the services there.
Sample Size Sample Size:  A total sample size of 120 was selected which had the following break up: AXIS bank customers:  40 HDFC bank customers: 40 ICICI customers: 40 Places to be visit South Delhi.
DATA Analysis SERVQUAL Methodology (1)  Tangibles .   Physical facilities, equipment and  appearance of personnel. (2)  Reliability .   Ability to perform the  promised service dependably and accurately. (3)  Responsiveness.   Willingness to help customers and provide prompt service. (4)  Assurance   (including competence, courtesy, credibility and security). Knowledge  and courtesy of employees and their ability to inspire trust and confidence. (5)  Empathy   (including access, communication, understanding the customer). Caring and individualized attention that the firm provides to its customers.
Question 1-5 (scale 1-7) Your bank uses up to date equipments. The physical facilities in your bank are visually appealing. The employees appear neat and well dressed. Material associated with service (e.g.- withdrawal and deposit forms etc.) are easy to use and visually appealing. Your bank has convenient business hours
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
Question 6-10 (scale 1-7) Your bank promises to do something by a certain time, it does so. (Opening of an account, making a DD etc.) When you have a problem, your bank shows sincere interest in solving it. Your bank performs service right at the first time. Your bank should keep the records accurately. Your bank keeps you informed about when a service will be performed.
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
Questions 11-13 (scale 1-7) Employees of your bank give you prompt service. The employees of your bank always willing to help you. The employees of your bank are never too busy to help you.
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
Questions 14-17 (scale 1-7) The employees of your bank are trustworthy. You feel safe while doing transactions with your bank. The employees of your bank are courteous. The employees of your bank have the knowledge to answer your questions.
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
Questions 18-21(scale 1-7) Your bank gives you individual attention  Your bank has employees who give you individual attention.  Your bank has your best interest at heart. Employees of your bank understand you specific needs
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
Conclusion  The expectations of HDFC and ICICI customers is quiet high while that of AXIS bank customers is quiet low. The perceived performance of the customers shows that the performance of ICICI and HDFC in terms of service is better than AXIS Bank. In order to keep a customer satisfied a bank must identify the value the customer appoints to every item in each dimension, and then the focus should be given in order of that value.
Recommendation  There should be a special emphasis on two aspects i.e. tangibles and reliability, especially by AXIS bank reliability score is very high. All the banks need to focus on the implementation part service delivery in terms of their responsiveness. HDFC needs to improve its performance in the “Responsiveness” dimension where it lags ICICI.  For AXIS bank two key aspects for improvement will be employee’s commitment towards the customer and in giving personal attention to customers where the expectations are high but performance is very low.
Thank You

More Related Content

What's hot

consumer perception towards financial services of HDFC
consumer perception towards financial services of HDFCconsumer perception towards financial services of HDFC
consumer perception towards financial services of HDFC
subhamgupta56
 
ANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANKANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANK
Samanvay Jain
 
PowerPoint Slide for Customer satisfaction on public and private banks
PowerPoint Slide for Customer satisfaction on public and private banksPowerPoint Slide for Customer satisfaction on public and private banks
PowerPoint Slide for Customer satisfaction on public and private banks
Pujan Kumar Saha
 
Sbi report
Sbi reportSbi report
Sbi report
SripRiya Iduri
 
An analysis of customer satisfaction at the premier bank limited, full
An analysis of customer satisfaction at the premier bank limited, fullAn analysis of customer satisfaction at the premier bank limited, full
An analysis of customer satisfaction at the premier bank limited, full
WINNERbd.it
 
CUSTOMER Satisfaction ICICI Bank Project BY Vasudev
CUSTOMER Satisfaction ICICI Bank Project BY VasudevCUSTOMER Satisfaction ICICI Bank Project BY Vasudev
CUSTOMER Satisfaction ICICI Bank Project BY Vasudev
Vasudev Avhad
 
Mehroze icici and hdfc
Mehroze icici and hdfcMehroze icici and hdfc
Mehroze icici and hdfc
Mehroze Magray
 
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...
Aby Abdul Rabb
 
Report on customer satisfaction from e banking services
Report on customer satisfaction from e banking servicesReport on customer satisfaction from e banking services
Report on customer satisfaction from e banking services
priyanka sarraf
 
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...
Liman Bakhtiar
 
SUMMER INTERNSHIP PROJECT
SUMMER INTERNSHIP PROJECTSUMMER INTERNSHIP PROJECT
SUMMER INTERNSHIP PROJECT
Shashank Gupta
 
Abhishek Jana_SIP Report
Abhishek Jana_SIP ReportAbhishek Jana_SIP Report
Abhishek Jana_SIP Report
Abhishek Jana
 
A Study on Customer Perception Towards Services Provided By Public Sector Ban...
A Study on Customer Perception Towards Services Provided By Public Sector Ban...A Study on Customer Perception Towards Services Provided By Public Sector Ban...
A Study on Customer Perception Towards Services Provided By Public Sector Ban...
Dr. Linda Mary Simon
 
Customer satisfaction towards j&k bank by wani aadil
Customer satisfaction towards j&k bank by wani aadilCustomer satisfaction towards j&k bank by wani aadil
Customer satisfaction towards j&k bank by wani aadil
wani aadil
 
Catchment scooping and government initatives
Catchment scooping and government initativesCatchment scooping and government initatives
Catchment scooping and government initatives
ManasviSharma22
 
ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor...
 ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor... ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor...
ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor...
Unitedworld School Of Business
 
Poject on retail banking (garima) latest(1) amit
Poject on retail banking (garima) latest(1) amitPoject on retail banking (garima) latest(1) amit
Poject on retail banking (garima) latest(1) amit
Garima Mishra
 
Service quality hdfc bank at hdfc
Service quality hdfc bank at hdfcService quality hdfc bank at hdfc
Service quality hdfc bank at hdfc
prikshit chauhan
 
Ijm 06 07_003
Ijm 06 07_003Ijm 06 07_003
Ijm 06 07_003
IAEME Publication
 
HDFC BANK PROJECT REPORT
HDFC BANK PROJECT REPORTHDFC BANK PROJECT REPORT
HDFC BANK PROJECT REPORT
Abhishek Keshri
 

What's hot (20)

consumer perception towards financial services of HDFC
consumer perception towards financial services of HDFCconsumer perception towards financial services of HDFC
consumer perception towards financial services of HDFC
 
ANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANKANALYSIS ON SERVICE QUALITY OF AXIS BANK
ANALYSIS ON SERVICE QUALITY OF AXIS BANK
 
PowerPoint Slide for Customer satisfaction on public and private banks
PowerPoint Slide for Customer satisfaction on public and private banksPowerPoint Slide for Customer satisfaction on public and private banks
PowerPoint Slide for Customer satisfaction on public and private banks
 
Sbi report
Sbi reportSbi report
Sbi report
 
An analysis of customer satisfaction at the premier bank limited, full
An analysis of customer satisfaction at the premier bank limited, fullAn analysis of customer satisfaction at the premier bank limited, full
An analysis of customer satisfaction at the premier bank limited, full
 
CUSTOMER Satisfaction ICICI Bank Project BY Vasudev
CUSTOMER Satisfaction ICICI Bank Project BY VasudevCUSTOMER Satisfaction ICICI Bank Project BY Vasudev
CUSTOMER Satisfaction ICICI Bank Project BY Vasudev
 
Mehroze icici and hdfc
Mehroze icici and hdfcMehroze icici and hdfc
Mehroze icici and hdfc
 
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...
 
Report on customer satisfaction from e banking services
Report on customer satisfaction from e banking servicesReport on customer satisfaction from e banking services
Report on customer satisfaction from e banking services
 
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...
 
SUMMER INTERNSHIP PROJECT
SUMMER INTERNSHIP PROJECTSUMMER INTERNSHIP PROJECT
SUMMER INTERNSHIP PROJECT
 
Abhishek Jana_SIP Report
Abhishek Jana_SIP ReportAbhishek Jana_SIP Report
Abhishek Jana_SIP Report
 
A Study on Customer Perception Towards Services Provided By Public Sector Ban...
A Study on Customer Perception Towards Services Provided By Public Sector Ban...A Study on Customer Perception Towards Services Provided By Public Sector Ban...
A Study on Customer Perception Towards Services Provided By Public Sector Ban...
 
Customer satisfaction towards j&k bank by wani aadil
Customer satisfaction towards j&k bank by wani aadilCustomer satisfaction towards j&k bank by wani aadil
Customer satisfaction towards j&k bank by wani aadil
 
Catchment scooping and government initatives
Catchment scooping and government initativesCatchment scooping and government initatives
Catchment scooping and government initatives
 
ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor...
 ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor... ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor...
ING Vysya. KYC ( Know your catchment area) of ING Vysa. http://www.unitedwor...
 
Poject on retail banking (garima) latest(1) amit
Poject on retail banking (garima) latest(1) amitPoject on retail banking (garima) latest(1) amit
Poject on retail banking (garima) latest(1) amit
 
Service quality hdfc bank at hdfc
Service quality hdfc bank at hdfcService quality hdfc bank at hdfc
Service quality hdfc bank at hdfc
 
Ijm 06 07_003
Ijm 06 07_003Ijm 06 07_003
Ijm 06 07_003
 
HDFC BANK PROJECT REPORT
HDFC BANK PROJECT REPORTHDFC BANK PROJECT REPORT
HDFC BANK PROJECT REPORT
 

Viewers also liked

Axis bank project
Axis bank projectAxis bank project
Axis bank project
shifali123
 
Presentation on research report of customer satisfaction from e banking services
Presentation on research report of customer satisfaction from e banking servicesPresentation on research report of customer satisfaction from e banking services
Presentation on research report of customer satisfaction from e banking services
priyanka sarraf
 
employee job satisfaction in AXIS BANK
employee job satisfaction in AXIS BANKemployee job satisfaction in AXIS BANK
employee job satisfaction in AXIS BANK
Gourav Sharma
 
Market segmentation & competitive analysis of banking products
Market segmentation & competitive analysis of banking productsMarket segmentation & competitive analysis of banking products
Market segmentation & competitive analysis of banking products
shivangi1991
 
“Satisfaction from e banking services. a comparative study of hdfc and icici...
“Satisfaction from e banking services. a comparative study of  hdfc and icici...“Satisfaction from e banking services. a comparative study of  hdfc and icici...
“Satisfaction from e banking services. a comparative study of hdfc and icici...
bairasiareshu
 
Summer internship at axis bank
Summer internship at axis bankSummer internship at axis bank
Summer internship at axis bank
shifali123
 
Axis Bank
Axis BankAxis Bank
Axis Bank
guest60535459
 
consumer satisfaction , marathe commate report , commercial banks function
consumer satisfaction , marathe commate  report , commercial banks functionconsumer satisfaction , marathe commate  report , commercial banks function
consumer satisfaction , marathe commate report , commercial banks function
Abhishek Goyal
 
Visual support for hdfc bank phone banking
Visual support for hdfc bank phone bankingVisual support for hdfc bank phone banking
Visual support for hdfc bank phone banking
syedfawaz2002
 
Perform EIC Analysis of Banking Sector and HDFC bank
Perform EIC Analysis of Banking Sector and HDFC bank Perform EIC Analysis of Banking Sector and HDFC bank
Perform EIC Analysis of Banking Sector and HDFC bank
khushbu chauhan
 
customer satisfaction through ICICI BANK Services
customer satisfaction through ICICI BANK Servicescustomer satisfaction through ICICI BANK Services
customer satisfaction through ICICI BANK Services
sumit payal
 
M banking in hdfc bank ppt
M banking in hdfc bank pptM banking in hdfc bank ppt
M banking in hdfc bank ppt
debakshu
 
Customer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin SebastianCustomer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin Sebastian
Jostin Panthrandil
 
“Satisfaction level for banking services a case study of hdfc bank customers”
“Satisfaction level for banking services a case study of hdfc bank customers”“Satisfaction level for banking services a case study of hdfc bank customers”
“Satisfaction level for banking services a case study of hdfc bank customers”
Nawa Raj Karki
 
Convergence Strategy: il caso Nokia.
Convergence Strategy: il caso Nokia.Convergence Strategy: il caso Nokia.
Convergence Strategy: il caso Nokia.
SAPIENZA, University of Rome
 
Presentation on role of crm in customer satisfaction hdfc majid shah
Presentation on role of crm in customer satisfaction hdfc  majid shahPresentation on role of crm in customer satisfaction hdfc  majid shah
Presentation on role of crm in customer satisfaction hdfc majid shah
Majid M. Shah
 
Axis bank
Axis bankAxis bank
Axis bank
ashutosh singh
 
Private and public banks comparison
Private and public banks comparisonPrivate and public banks comparison
Private and public banks comparison
Netra Pathak
 
A study on effectiveness of crm in hdfc standard life insurance in to inc...
A study on effectiveness of crm in hdfc standard     life insurance in to inc...A study on effectiveness of crm in hdfc standard     life insurance in to inc...
A study on effectiveness of crm in hdfc standard life insurance in to inc...
Projects Kart
 
Axis final
Axis finalAxis final
Axis final
Inderpreet Singh
 

Viewers also liked (20)

Axis bank project
Axis bank projectAxis bank project
Axis bank project
 
Presentation on research report of customer satisfaction from e banking services
Presentation on research report of customer satisfaction from e banking servicesPresentation on research report of customer satisfaction from e banking services
Presentation on research report of customer satisfaction from e banking services
 
employee job satisfaction in AXIS BANK
employee job satisfaction in AXIS BANKemployee job satisfaction in AXIS BANK
employee job satisfaction in AXIS BANK
 
Market segmentation & competitive analysis of banking products
Market segmentation & competitive analysis of banking productsMarket segmentation & competitive analysis of banking products
Market segmentation & competitive analysis of banking products
 
“Satisfaction from e banking services. a comparative study of hdfc and icici...
“Satisfaction from e banking services. a comparative study of  hdfc and icici...“Satisfaction from e banking services. a comparative study of  hdfc and icici...
“Satisfaction from e banking services. a comparative study of hdfc and icici...
 
Summer internship at axis bank
Summer internship at axis bankSummer internship at axis bank
Summer internship at axis bank
 
Axis Bank
Axis BankAxis Bank
Axis Bank
 
consumer satisfaction , marathe commate report , commercial banks function
consumer satisfaction , marathe commate  report , commercial banks functionconsumer satisfaction , marathe commate  report , commercial banks function
consumer satisfaction , marathe commate report , commercial banks function
 
Visual support for hdfc bank phone banking
Visual support for hdfc bank phone bankingVisual support for hdfc bank phone banking
Visual support for hdfc bank phone banking
 
Perform EIC Analysis of Banking Sector and HDFC bank
Perform EIC Analysis of Banking Sector and HDFC bank Perform EIC Analysis of Banking Sector and HDFC bank
Perform EIC Analysis of Banking Sector and HDFC bank
 
customer satisfaction through ICICI BANK Services
customer satisfaction through ICICI BANK Servicescustomer satisfaction through ICICI BANK Services
customer satisfaction through ICICI BANK Services
 
M banking in hdfc bank ppt
M banking in hdfc bank pptM banking in hdfc bank ppt
M banking in hdfc bank ppt
 
Customer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin SebastianCustomer dissatisfaction/ Jostin Sebastian
Customer dissatisfaction/ Jostin Sebastian
 
“Satisfaction level for banking services a case study of hdfc bank customers”
“Satisfaction level for banking services a case study of hdfc bank customers”“Satisfaction level for banking services a case study of hdfc bank customers”
“Satisfaction level for banking services a case study of hdfc bank customers”
 
Convergence Strategy: il caso Nokia.
Convergence Strategy: il caso Nokia.Convergence Strategy: il caso Nokia.
Convergence Strategy: il caso Nokia.
 
Presentation on role of crm in customer satisfaction hdfc majid shah
Presentation on role of crm in customer satisfaction hdfc  majid shahPresentation on role of crm in customer satisfaction hdfc  majid shah
Presentation on role of crm in customer satisfaction hdfc majid shah
 
Axis bank
Axis bankAxis bank
Axis bank
 
Private and public banks comparison
Private and public banks comparisonPrivate and public banks comparison
Private and public banks comparison
 
A study on effectiveness of crm in hdfc standard life insurance in to inc...
A study on effectiveness of crm in hdfc standard     life insurance in to inc...A study on effectiveness of crm in hdfc standard     life insurance in to inc...
A study on effectiveness of crm in hdfc standard life insurance in to inc...
 
Axis final
Axis finalAxis final
Axis final
 

Similar to Research Anil

Brm final ppt group 6, mba-3
Brm final ppt group 6, mba-3Brm final ppt group 6, mba-3
Brm final ppt group 6, mba-3
KaranBhardwaj60
 
service quality of HDFC bank
service quality of HDFC bankservice quality of HDFC bank
service quality of HDFC bank
sumit payal
 
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...
ijtsrd
 
Research proposal (Retail Banking)
Research proposal   (Retail Banking)Research proposal   (Retail Banking)
Research proposal (Retail Banking)
RanjayKumar20
 
service quality gap of hdfc bank
service quality gap of hdfc bankservice quality gap of hdfc bank
service quality gap of hdfc bank
Shrey Saxena
 
Comparative Study of Housing Loan of HDFC and ICICI Bank
Comparative Study of Housing Loan of HDFC and ICICI BankComparative Study of Housing Loan of HDFC and ICICI Bank
Comparative Study of Housing Loan of HDFC and ICICI Bank
IOSR Journals
 
Service Quality Management
Service Quality Management Service Quality Management
Service Quality Management
BLESSWINVARGHESE
 
Segmentation of bank customer
Segmentation of bank customerSegmentation of bank customer
Segmentation of bank customer
Shailesh kumar
 
Service quality of hdfc bank..
Service quality of hdfc bank.. Service quality of hdfc bank..
Service quality of hdfc bank..
Preet Kaur
 
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...
IAEME Publication
 
yogesh chavan synopsis
 yogesh chavan synopsis yogesh chavan synopsis
yogesh chavan synopsis
YogeshChavan83
 
A comparative analysis of public and private sector banks in india
A comparative analysis of public and private sector banks in indiaA comparative analysis of public and private sector banks in india
A comparative analysis of public and private sector banks in india
Alexander Decker
 
Intern on SIBL
Intern on SIBLIntern on SIBL
Intern on SIBL
Provakar ghose
 
A Study On Customer Satisfaction Towards HDFC Bank In Agra City
A Study On Customer Satisfaction Towards HDFC Bank In Agra CityA Study On Customer Satisfaction Towards HDFC Bank In Agra City
A Study On Customer Satisfaction Towards HDFC Bank In Agra City
RachitMudgal1
 
Assessment of Service Quality in Organized Retail Stores of Udaipur
Assessment of Service Quality in Organized Retail Stores of UdaipurAssessment of Service Quality in Organized Retail Stores of Udaipur
Assessment of Service Quality in Organized Retail Stores of Udaipur
IOSR Journals
 
Comparative analysis of products & services of Axis Bank with its competitors
Comparative analysis of products & services of Axis Bank with its competitorsComparative analysis of products & services of Axis Bank with its competitors
Comparative analysis of products & services of Axis Bank with its competitors
Supriya Mondal
 
Icici bank
Icici bankIcici bank
Icici bank
Nazia Imam
 
Customer Satisfaction in Imphal Urban Co-Operative Bank Ltd, Manipur
Customer Satisfaction in Imphal Urban Co-Operative Bank Ltd, ManipurCustomer Satisfaction in Imphal Urban Co-Operative Bank Ltd, Manipur
Customer Satisfaction in Imphal Urban Co-Operative Bank Ltd, Manipur
IOSRJBM
 
Service quality gap converted
Service quality gap convertedService quality gap converted
Service quality gap converted
Supriya Sharma
 
bilal 26.07.15 finalsain
bilal 26.07.15 finalsainbilal 26.07.15 finalsain
bilal 26.07.15 finalsain
BILAL AHMED BHAT
 

Similar to Research Anil (20)

Brm final ppt group 6, mba-3
Brm final ppt group 6, mba-3Brm final ppt group 6, mba-3
Brm final ppt group 6, mba-3
 
service quality of HDFC bank
service quality of HDFC bankservice quality of HDFC bank
service quality of HDFC bank
 
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...
 
Research proposal (Retail Banking)
Research proposal   (Retail Banking)Research proposal   (Retail Banking)
Research proposal (Retail Banking)
 
service quality gap of hdfc bank
service quality gap of hdfc bankservice quality gap of hdfc bank
service quality gap of hdfc bank
 
Comparative Study of Housing Loan of HDFC and ICICI Bank
Comparative Study of Housing Loan of HDFC and ICICI BankComparative Study of Housing Loan of HDFC and ICICI Bank
Comparative Study of Housing Loan of HDFC and ICICI Bank
 
Service Quality Management
Service Quality Management Service Quality Management
Service Quality Management
 
Segmentation of bank customer
Segmentation of bank customerSegmentation of bank customer
Segmentation of bank customer
 
Service quality of hdfc bank..
Service quality of hdfc bank.. Service quality of hdfc bank..
Service quality of hdfc bank..
 
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...
CUSTOMER SATISFACTION AND AWARNESS ON PUBLIC SECTOR BANK SECTORS IN TIRUCHIRA...
 
yogesh chavan synopsis
 yogesh chavan synopsis yogesh chavan synopsis
yogesh chavan synopsis
 
A comparative analysis of public and private sector banks in india
A comparative analysis of public and private sector banks in indiaA comparative analysis of public and private sector banks in india
A comparative analysis of public and private sector banks in india
 
Intern on SIBL
Intern on SIBLIntern on SIBL
Intern on SIBL
 
A Study On Customer Satisfaction Towards HDFC Bank In Agra City
A Study On Customer Satisfaction Towards HDFC Bank In Agra CityA Study On Customer Satisfaction Towards HDFC Bank In Agra City
A Study On Customer Satisfaction Towards HDFC Bank In Agra City
 
Assessment of Service Quality in Organized Retail Stores of Udaipur
Assessment of Service Quality in Organized Retail Stores of UdaipurAssessment of Service Quality in Organized Retail Stores of Udaipur
Assessment of Service Quality in Organized Retail Stores of Udaipur
 
Comparative analysis of products & services of Axis Bank with its competitors
Comparative analysis of products & services of Axis Bank with its competitorsComparative analysis of products & services of Axis Bank with its competitors
Comparative analysis of products & services of Axis Bank with its competitors
 
Icici bank
Icici bankIcici bank
Icici bank
 
Customer Satisfaction in Imphal Urban Co-Operative Bank Ltd, Manipur
Customer Satisfaction in Imphal Urban Co-Operative Bank Ltd, ManipurCustomer Satisfaction in Imphal Urban Co-Operative Bank Ltd, Manipur
Customer Satisfaction in Imphal Urban Co-Operative Bank Ltd, Manipur
 
Service quality gap converted
Service quality gap convertedService quality gap converted
Service quality gap converted
 
bilal 26.07.15 finalsain
bilal 26.07.15 finalsainbilal 26.07.15 finalsain
bilal 26.07.15 finalsain
 

More from Anil Kumar

Real Human Deformities
Real Human DeformitiesReal Human Deformities
Real Human Deformities
Anil Kumar
 
200 Green Tips For Saving our planet
200 Green Tips For Saving our planet200 Green Tips For Saving our planet
200 Green Tips For Saving our planet
Anil Kumar
 
Evolution of Mercedes - Benz
Evolution of Mercedes - BenzEvolution of Mercedes - Benz
Evolution of Mercedes - Benz
Anil Kumar
 
Funny Cola War
Funny Cola WarFunny Cola War
Funny Cola War
Anil Kumar
 
Lighter Side Of The War
Lighter Side Of The WarLighter Side Of The War
Lighter Side Of The War
Anil Kumar
 
A tribute to Michael Jackson
A tribute to  Michael JacksonA tribute to  Michael Jackson
A tribute to Michael Jackson
Anil Kumar
 
Femina Miss India 2009
Femina Miss India 2009Femina Miss India 2009
Femina Miss India 2009
Anil Kumar
 
How Companies Got Their Names
How Companies Got Their NamesHow Companies Got Their Names
How Companies Got Their Names
Anil Kumar
 
Big, Bigger And Biggest
Big, Bigger And BiggestBig, Bigger And Biggest
Big, Bigger And Biggest
Anil Kumar
 
Closer To Death
Closer To DeathCloser To Death
Closer To Death
Anil Kumar
 
key to successful interview
key to successful interviewkey to successful interview
key to successful interview
Anil Kumar
 
A family with 17children
A family with 17childrenA family with 17children
A family with 17children
Anil Kumar
 
Top 10 Strangest Food Around The World
Top 10 Strangest Food Around The WorldTop 10 Strangest Food Around The World
Top 10 Strangest Food Around The World
Anil Kumar
 
marketing plan of an herbal hair styling gel
marketing plan of an herbal hair styling gelmarketing plan of an herbal hair styling gel
marketing plan of an herbal hair styling gel
Anil Kumar
 
Stolen Childhood
Stolen ChildhoodStolen Childhood
Stolen Childhood
Anil Kumar
 
Its All About Limousines
Its All About LimousinesIts All About Limousines
Its All About Limousines
Anil Kumar
 
Amul rural marketing
Amul rural marketingAmul rural marketing
Amul rural marketing
Anil Kumar
 
Weird Buildings
Weird BuildingsWeird Buildings
Weird Buildings
Anil Kumar
 
Eyes Speaks A Lot
Eyes Speaks A LotEyes Speaks A Lot
Eyes Speaks A Lot
Anil Kumar
 

More from Anil Kumar (20)

Real Human Deformities
Real Human DeformitiesReal Human Deformities
Real Human Deformities
 
200 Green Tips For Saving our planet
200 Green Tips For Saving our planet200 Green Tips For Saving our planet
200 Green Tips For Saving our planet
 
Evolution of Mercedes - Benz
Evolution of Mercedes - BenzEvolution of Mercedes - Benz
Evolution of Mercedes - Benz
 
Funny Cola War
Funny Cola WarFunny Cola War
Funny Cola War
 
Lighter Side Of The War
Lighter Side Of The WarLighter Side Of The War
Lighter Side Of The War
 
A tribute to Michael Jackson
A tribute to  Michael JacksonA tribute to  Michael Jackson
A tribute to Michael Jackson
 
Femina Miss India 2009
Femina Miss India 2009Femina Miss India 2009
Femina Miss India 2009
 
How Companies Got Their Names
How Companies Got Their NamesHow Companies Got Their Names
How Companies Got Their Names
 
Big, Bigger And Biggest
Big, Bigger And BiggestBig, Bigger And Biggest
Big, Bigger And Biggest
 
Closer To Death
Closer To DeathCloser To Death
Closer To Death
 
key to successful interview
key to successful interviewkey to successful interview
key to successful interview
 
A family with 17children
A family with 17childrenA family with 17children
A family with 17children
 
Top 10 Strangest Food Around The World
Top 10 Strangest Food Around The WorldTop 10 Strangest Food Around The World
Top 10 Strangest Food Around The World
 
Weird Bikes
Weird BikesWeird Bikes
Weird Bikes
 
marketing plan of an herbal hair styling gel
marketing plan of an herbal hair styling gelmarketing plan of an herbal hair styling gel
marketing plan of an herbal hair styling gel
 
Stolen Childhood
Stolen ChildhoodStolen Childhood
Stolen Childhood
 
Its All About Limousines
Its All About LimousinesIts All About Limousines
Its All About Limousines
 
Amul rural marketing
Amul rural marketingAmul rural marketing
Amul rural marketing
 
Weird Buildings
Weird BuildingsWeird Buildings
Weird Buildings
 
Eyes Speaks A Lot
Eyes Speaks A LotEyes Speaks A Lot
Eyes Speaks A Lot
 

Recently uploaded

Economic Risk Factor Update: July 2024 [SlideShare]
Economic Risk Factor Update: July 2024 [SlideShare]Economic Risk Factor Update: July 2024 [SlideShare]
Economic Risk Factor Update: July 2024 [SlideShare]
Commonwealth
 
how to sell hamster kombat tokens for USD.
how to sell hamster kombat tokens for USD.how to sell hamster kombat tokens for USD.
how to sell hamster kombat tokens for USD.
CRYPTO SPACE 🪙
 
how to successfully withdraw hamster tokens to TON - WALLET
how to successfully withdraw hamster tokens to TON - WALLEThow to successfully withdraw hamster tokens to TON - WALLET
how to successfully withdraw hamster tokens to TON - WALLET
CRYPTO SPACE 🪙
 
How do I cash out hamster kombat tokens?
How do I cash out hamster kombat tokens?How do I cash out hamster kombat tokens?
How do I cash out hamster kombat tokens?
CRYPTO SPACE 🪙
 
how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...
how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...
how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...
CRYPTO SPACE 🪙
 
How do I sell my Hamster kombat currency?
How do I sell my Hamster kombat currency?How do I sell my Hamster kombat currency?
How do I sell my Hamster kombat currency?
CRYPTO SPACE 🪙
 
Has anyone made money from hamster kombat - the REAL truth.
Has anyone made money from hamster kombat - the REAL truth.Has anyone made money from hamster kombat - the REAL truth.
Has anyone made money from hamster kombat - the REAL truth.
CRYPTO SPACE 🪙
 
学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<
学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<
学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<
amzhoxvzidbke
 
3. Elemental Economics - Supply and Costs.pdf
3. Elemental Economics - Supply and Costs.pdf3. Elemental Economics - Supply and Costs.pdf
3. Elemental Economics - Supply and Costs.pdf
Neal Brewster
 
AI.It's simple to believe artificial intelligence (AI) has the solution to ev...
AI.It's simple to believe artificial intelligence (AI) has the solution to ev...AI.It's simple to believe artificial intelligence (AI) has the solution to ev...
AI.It's simple to believe artificial intelligence (AI) has the solution to ev...
Thailand Appreciative Inquiry Network
 
Is it possible to sell hamster kombat tokens?
Is it possible to sell hamster kombat tokens?Is it possible to sell hamster kombat tokens?
Is it possible to sell hamster kombat tokens?
CRYPTO SPACE 🪙
 
Domestic investment in pension schemes - a good thing?
Domestic investment in pension schemes - a good thing?Domestic investment in pension schemes - a good thing?
Domestic investment in pension schemes - a good thing?
Henry Tapper
 
Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...
Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...
Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...
seenaoberoi
 
how can I convert hamster kombat to other cryptocurrency - BITCOIN, USDT, BNB.
how can I convert hamster kombat to other cryptocurrency -  BITCOIN, USDT, BNB.how can I convert hamster kombat to other cryptocurrency -  BITCOIN, USDT, BNB.
how can I convert hamster kombat to other cryptocurrency - BITCOIN, USDT, BNB.
CRYPTO SPACE 🪙
 
how to make money from hamster kombat: beginners guide.
how to make money from hamster kombat: beginners guide.how to make money from hamster kombat: beginners guide.
how to make money from hamster kombat: beginners guide.
CRYPTO SPACE 🪙
 
hamster kombat airdrop - official launch date revealed.
hamster kombat airdrop - official launch date revealed.hamster kombat airdrop - official launch date revealed.
hamster kombat airdrop - official launch date revealed.
CRYPTO SPACE 🪙
 
Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...
eshikajshani
 
What is the Secret way of selling hamster kombat tokens online?
What is the Secret way of selling hamster kombat tokens online?What is the Secret way of selling hamster kombat tokens online?
What is the Secret way of selling hamster kombat tokens online?
CRYPTO SPACE 🪙
 
Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!
Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!
Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!
TRADERS SPACE 💱
 
hamster kombat - The best way to gain Massively as beginner's.
hamster kombat - The best way to gain Massively as beginner's.hamster kombat - The best way to gain Massively as beginner's.
hamster kombat - The best way to gain Massively as beginner's.
CRYPTO SPACE 🪙
 

Recently uploaded (20)

Economic Risk Factor Update: July 2024 [SlideShare]
Economic Risk Factor Update: July 2024 [SlideShare]Economic Risk Factor Update: July 2024 [SlideShare]
Economic Risk Factor Update: July 2024 [SlideShare]
 
how to sell hamster kombat tokens for USD.
how to sell hamster kombat tokens for USD.how to sell hamster kombat tokens for USD.
how to sell hamster kombat tokens for USD.
 
how to successfully withdraw hamster tokens to TON - WALLET
how to successfully withdraw hamster tokens to TON - WALLEThow to successfully withdraw hamster tokens to TON - WALLET
how to successfully withdraw hamster tokens to TON - WALLET
 
How do I cash out hamster kombat tokens?
How do I cash out hamster kombat tokens?How do I cash out hamster kombat tokens?
How do I cash out hamster kombat tokens?
 
how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...
how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...
how to increase profit as an hamster Miner - earn over 100,000,000+ token's p...
 
How do I sell my Hamster kombat currency?
How do I sell my Hamster kombat currency?How do I sell my Hamster kombat currency?
How do I sell my Hamster kombat currency?
 
Has anyone made money from hamster kombat - the REAL truth.
Has anyone made money from hamster kombat - the REAL truth.Has anyone made money from hamster kombat - the REAL truth.
Has anyone made money from hamster kombat - the REAL truth.
 
学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<
学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<
学生妹丝袜【网芷:ht28.co】校服做爱下载app观看>>>[网趾:ht28.co】]<<<
 
3. Elemental Economics - Supply and Costs.pdf
3. Elemental Economics - Supply and Costs.pdf3. Elemental Economics - Supply and Costs.pdf
3. Elemental Economics - Supply and Costs.pdf
 
AI.It's simple to believe artificial intelligence (AI) has the solution to ev...
AI.It's simple to believe artificial intelligence (AI) has the solution to ev...AI.It's simple to believe artificial intelligence (AI) has the solution to ev...
AI.It's simple to believe artificial intelligence (AI) has the solution to ev...
 
Is it possible to sell hamster kombat tokens?
Is it possible to sell hamster kombat tokens?Is it possible to sell hamster kombat tokens?
Is it possible to sell hamster kombat tokens?
 
Domestic investment in pension schemes - a good thing?
Domestic investment in pension schemes - a good thing?Domestic investment in pension schemes - a good thing?
Domestic investment in pension schemes - a good thing?
 
Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...
Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...
Surat Girls Call Surat 0X0000000X Payment On Delevery Cash Hot Premium Genuin...
 
how can I convert hamster kombat to other cryptocurrency - BITCOIN, USDT, BNB.
how can I convert hamster kombat to other cryptocurrency -  BITCOIN, USDT, BNB.how can I convert hamster kombat to other cryptocurrency -  BITCOIN, USDT, BNB.
how can I convert hamster kombat to other cryptocurrency - BITCOIN, USDT, BNB.
 
how to make money from hamster kombat: beginners guide.
how to make money from hamster kombat: beginners guide.how to make money from hamster kombat: beginners guide.
how to make money from hamster kombat: beginners guide.
 
hamster kombat airdrop - official launch date revealed.
hamster kombat airdrop - official launch date revealed.hamster kombat airdrop - official launch date revealed.
hamster kombat airdrop - official launch date revealed.
 
Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Kesar Bagh 08630512678 Provide Best And Top Girl Service A...
 
What is the Secret way of selling hamster kombat tokens online?
What is the Secret way of selling hamster kombat tokens online?What is the Secret way of selling hamster kombat tokens online?
What is the Secret way of selling hamster kombat tokens online?
 
Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!
Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!
Perfect trading ebook - is it a legitimate forex trading Ebook or SCAM!
 
hamster kombat - The best way to gain Massively as beginner's.
hamster kombat - The best way to gain Massively as beginner's.hamster kombat - The best way to gain Massively as beginner's.
hamster kombat - The best way to gain Massively as beginner's.
 

Research Anil

  • 1. A Comparative Analysis of Customer Satisfaction Levels of AXIS, HDFC and ICICI Bank Presented by: Anil Kumar PG07-01 ISMC
  • 2. Introduction A Comparative Analysis of Customer Satisfaction Levels of AXIS, HDFC and ICICI Bank. The study intends to compare the satisfaction levels of three private sector banks namely, Axis bank, HDFC bank and ICICI bank. This research paper looks at the key issue of service quality and nature of service quality delivered to satisfy the customers of these banks.
  • 3. Problem Statement “To compare the customer satisfaction services level of three chosen banks. (ICICI Bank, HDFC Bank, and AXIS Bank)”
  • 4. Objective To study the satisfaction level of consumers of three chosen banks. To identify the perception of consumer about their banks with comparison to other banks. Recommendations to increase customer satisfaction level.
  • 5. Research Methodology Descriptive Research. Primarily based on Primary Data collection. Follow Questionnaire method. Quantitative Research. Non Probabilistic- convenience sampling
  • 6. Secondary Data Sonia Billore’ had done a ‘ comparative study of Indian and Japanese consumers of banking sector’ in May 2007. Her objective was to discuss the consumer behaviour, using secondary data, with regard to the savings attitude of Japanese and Indian consumers. She founds that service quality is understood in terms of ‘friendliness’ of the bank and ‘timeliness’ with which the problems may be solved by a knowledgeable service provider.
  • 7. Lam Siew Yong and Jamil Bojei in 2007 done a study on ‘relationship of service quality, satisfaction and trust with customers and commitment towards their personal banks in Malaysia. Their objective was to assess the relative contributions of service quality (technical and functional quality), satisfaction and trust in shaping bank-clients relationship commitment. They concluded that banks could gain customer satisfaction and trust by attending both the technical (tangibles) and functional (human interaction) aspects of their service management.
  • 8. The survey conducted by FICCI asked the respondents (bankers) to rank their business strategies that have helped them in increased customer acquisition and retention. Technological up gradation was clearly identified as one of the most successful strategy in Customer Acquisition and Retention followed by Expansion of ATM Network, Advertisements and additional sales force
  • 9. Cross-sectional Study I have analyzed current situation of customers at a given period. The whole research was done in a limited and short time.
  • 10. Sampling Sampling Unit: The sampling units selected were all above 18 years of age with diverse socio- economic background. Sampling Technique : Samples were selected by way of convenient sampling and questions were asked to the respondents when they were coming out of their respective banks after availing the services there.
  • 11. Sample Size Sample Size: A total sample size of 120 was selected which had the following break up: AXIS bank customers: 40 HDFC bank customers: 40 ICICI customers: 40 Places to be visit South Delhi.
  • 12. DATA Analysis SERVQUAL Methodology (1) Tangibles . Physical facilities, equipment and appearance of personnel. (2) Reliability . Ability to perform the promised service dependably and accurately. (3) Responsiveness. Willingness to help customers and provide prompt service. (4) Assurance (including competence, courtesy, credibility and security). Knowledge and courtesy of employees and their ability to inspire trust and confidence. (5) Empathy (including access, communication, understanding the customer). Caring and individualized attention that the firm provides to its customers.
  • 13. Question 1-5 (scale 1-7) Your bank uses up to date equipments. The physical facilities in your bank are visually appealing. The employees appear neat and well dressed. Material associated with service (e.g.- withdrawal and deposit forms etc.) are easy to use and visually appealing. Your bank has convenient business hours
  • 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
  • 15. Question 6-10 (scale 1-7) Your bank promises to do something by a certain time, it does so. (Opening of an account, making a DD etc.) When you have a problem, your bank shows sincere interest in solving it. Your bank performs service right at the first time. Your bank should keep the records accurately. Your bank keeps you informed about when a service will be performed.
  • 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
  • 17. Questions 11-13 (scale 1-7) Employees of your bank give you prompt service. The employees of your bank always willing to help you. The employees of your bank are never too busy to help you.
  • 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
  • 19. Questions 14-17 (scale 1-7) The employees of your bank are trustworthy. You feel safe while doing transactions with your bank. The employees of your bank are courteous. The employees of your bank have the knowledge to answer your questions.
  • 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
  • 21. Questions 18-21(scale 1-7) Your bank gives you individual attention Your bank has employees who give you individual attention. Your bank has your best interest at heart. Employees of your bank understand you specific needs
  • 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
  • 23. Conclusion The expectations of HDFC and ICICI customers is quiet high while that of AXIS bank customers is quiet low. The perceived performance of the customers shows that the performance of ICICI and HDFC in terms of service is better than AXIS Bank. In order to keep a customer satisfied a bank must identify the value the customer appoints to every item in each dimension, and then the focus should be given in order of that value.
  • 24. Recommendation There should be a special emphasis on two aspects i.e. tangibles and reliability, especially by AXIS bank reliability score is very high. All the banks need to focus on the implementation part service delivery in terms of their responsiveness. HDFC needs to improve its performance in the “Responsiveness” dimension where it lags ICICI. For AXIS bank two key aspects for improvement will be employee’s commitment towards the customer and in giving personal attention to customers where the expectations are high but performance is very low.