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Quality Survey of Hdfc and Icici Bank

In: Business and Management

Submitted By MananshuSingh
Words 2504
Pages 11
This research aimed at applying “SERVQUAl” model to examine the relationship between the HDFC and ICICI bank service quality. The service quality of HDFC bank and ICICI bank has been evaluated by surveying different people in Delhi/NCR. Data Collected through the primary data through questionnaire. The service quality has been determined based on survey data of 50 respondents. The Service quality of HDFC bank and ICICI bank has been measured based on 5 broad parameters. These parameters are tangibility, reliability, responsiveness, assurance and empathy and these are the independent variable. The responses of respondents were collected for each of the parameters on a 5 point scale. The 5 point scale had the following options of poor, fair, good, very good and excellent and these are the dependent variable. The net score of each respondent is calculated by taking the average of the values of the 5 options. To know the impact of these parameters on service quality using SPSS software. Using SPSS software independent sample t-test performed to know the impact of these 5 parameters on service quality. The results showed that there was no significant difference in the HDFC/ICICI bank’s service quality based on 5 parameters. But, there is significant difference in the HDFC and ICICI bank based on empathy and HDFC bank is better than ICICI bank on the basis of empathy.

2) Introduction

The Indian banking sector which was dominated by the public sector banks, witnessed a number of private and foreign banks entering in the Indian banking scenario because of lowering of entry barriers. It has witnessed transformation from a slow business institution to a highly proactive and dynamic entity.

Banks have played a major role in the good show of the economy. The Indian banking can be broadly categorized into nationalized (government owned), private banks and…...

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