CHAPTER 1

INTRODUCTION
1.1 Topic
Services are commodities that cannot be stored or disappear in use, or as activities that require
personal contact. The distinct characteristics of services are intangibility; perish ability,
heterogeneity of the product, and simultaneously of production and consumption. Two
economic units are required for a service to be produced – the consumer and the producer.
While the consumer cannot retain the actual service after it is produced, the effect of the service
can be retained. Managing a service operation requires the manager to understand the service
concept, service delivery system, and service levels. As the consumer has a key role in the
definition and evaluation of all three elements, it is imperative that service managers have a
clear understanding of consumer expectations and perceptions. Services may be provided by
private or public agencies. These characteristics enhance the importance of certain marketing
strategies that are unique to services marketing, such as service customization, managing
evidence, making the service tangible, and synchronizing supply and demand patterns.
Quality is an extremely difficult concept to define in a few words. At its most basic, quality
has been defined as conforming to requirements .This implies that organizations must establish
requirements and specifications; once established, the quality goal of the various function of
an organization is to comply strictly with these specifications. Many analyses of service quality
have attempted to distinguish between objective measures of quality and measures which are
based on the more subjective perceptions of customers.
A development of this idea by Gronroos identified ‘technical’ and ‘functional’ quality as being
the two principle components of quality. Technical quality refers to the relatively quantifiable
aspects of a service which consumers receive in their interactions with a service firm. Because
it can easily be measured by both customer and supplier, it forms an important basis for judging
service quality. Examples of technical quality include the waiting time in an automobile service
work shop and the reliability of their services. This, however, is not the only element that makes
up perceived service quality. Because services involve direct consumer-producer interaction,
consumers are also influenced by how the technical quality is delivered to them. This is what
Gronroos describes as functional quality and cannot be measured as objectively as the elements
of technical quality. In the case of the queue in a automobile service work shop, functional
quality is influenced by such factors as the environment in which queuing takes place and
consumers perceptions of the manner in which queues are handled by the staff.
Service quality is a highly abstract construct, in contrast to goods where technical aspects of
quality predominate. Many conceptualizations of service quality therefore begin by addressing
the abstract expectations that consumers hold in respect of quality. Consumers subsequently
judge service quality as the extent to which perceived service delivery matches up to these
initial expectations. In this way, a service which is perceived as being of mediocre standard
may be considered of high quality when compared against low expectations, but of low quality
when assessed against high expectations. Analysis of service quality is complicated by the fact
that production and consumption of a service generally occur simultaneously, with the process
of service production often being just as important as the service outcome.
The concept of services quality its importance has grown in recent years for years for two main
reasons. Firstly, we are starting to understand the total concept of service more and are now
better able to define what is meant by quality of service. Secondly, researchers are determining
ways that service quality can actually be quantified or measured.
Measuring service quality gives marketers a tangible tool to use when developing strategies for
marketing services.
The concept of Quality is very important to marketers because quality drives the development
of all marketing strategies. This means that quality must also be a major focus of all marketing
strategies for service.
The service quality can be measured on the following five dimensions:
1. Reliability : The ability to perform the promised service dependably and accurately.
2. Tangibles : The appearance of physical facilities, equipment, personnel and
communication materials.
3. Responsive- : The willingness to help passengers and provide promptness service.
4. Assurance : The knowledge and courtesy of employees and their ability to convey
trust and confidence.
5. Empathy : The caring, individualized attention provided to the passenger.
Company
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank
in January 1995.
HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision
of becoming a World-class Indian bank. HDFC bank‟ s business philosophy is based on our
four core values - Customer Focus, Operational Excellence, Product Leadership and People.
They believe that the ultimate identity and success of their bank will reside in the exceptional
quality of people and their extraordinary efforts. They are committed to hiring, developing,
motivating and retaining the best people in the industry.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.
MISSION STATEMENT OF HDFC BANK
 World Class Indian Bank.
 Benchmarking against international standards.
 To build sound customer franchises across distinct businesses
 Best practices in terms of product offerings, technology, service levels, risk
management and audit & compliance
VISION STATEMENT OF HDFC BANK
The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regulatory compliance. HDFC Bank‟ s business philosophy is based on four core
values such as:-
1. Operational excellence.
2. Customer Focus
3. Product leadership.
4. People.
The objective of the HDFC Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-step window for all his/her
requirements. The HDFC Bank plus and the investment advisory services programs have been
designed keeping in mind needs of customers who seeks distinct financial solutions,
information and advice on various investment avenues.
BUSINESS STRATEGY
 Increasing market share in India‟s expanding banking
 Delivering high quality customer service
 Maintaining current high standards for asset quality through disciplined credit risk
management
 Develop innovative products and services that attract targeted customers and address
inefficiencies in the Indian financial sector.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over
1229 branches spread over 444 cities across India. All branches are linked on an online real-
time basis. Customers in over 120 locations are also serviced through Telephone Banking. The
Bank's expansion plans take into account the need to have a presence in all major industrial
and commercial centers where its corporate customers are located as well as the need to build
a strong retail customer base for both deposits and loan products. Being a clearing/settlement
bank to various leading stock exchanges, the Bank has branches in the centers where the
NSE/BSE has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge
cardholders.
PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain a market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in
the financial markets, a strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
 CHAPTER 2
OBJECTIVES AND SCOPE
2.1 Objectives

Objectives of the study are as follows:

 To measures how the service components, matches customer expectations.

 To check the effect of service quality.
 To study the association of employee performance and service quality.
 To study the effect of complaint handling on service quality
 CHAPTER 3
RESEARCH METHODOLOGY
Research Methodology

To define any research problem and give a suitable solution for the problem a sound research
is inevitable. Research methodology underlines the various steps involved in the particular
research and systematically solving the problem with the objective of determining the fact.

(a) Research approach

The researcher adopted conclusive and descriptive to study service quality with special
reference to HDFC Bank.

As the term suggests, conclusive research is meant to provide information that is useful in
reaching conclusions or decision making. The purpose of the conclusive research is to provide
a reliable or representative picture of the population with valid research instrument.

Descriptive research describes data and characteristics of the population being studied.
Descriptive research answers who, what, where, when, and how. The descriptive design deals
with facts and characteristics concerning with individual respondents.

3.1 Data Collection

(b) Data Source:

Primary data:

The primary data was collected with the help of a structured, non disguised questionnaire. The
data collection was done by making the existing customers of HDFC Bank, Jammu fill the
questionnaires .The researcher also used unstructured personal interview to gather information
required for the purpose of the study.

Secondary data:

The research relied upon many secondary sources for getting a clear picture of the environment.
Secondary sources were previous study reports, journals, magazines, newspapers, books with
a view to supplement the primary data. The wide scope of the World Wide Web was used to
collect the detailed information about the topic. The study of secondary sources made the
structuring of questionnaire easy.

Research Instrument used

In order to get relevant information from the customers, questionnaire was used as research
instrument .The questionnaire are design to get the specific information about the specific
problem so that the data after analysis and interpretation results in a better application of the
problem .Hence the questionnaire for this study is prepared in the form of structured both closed
ended and open ended consisting the series of formal questions to elicit clear relevant
responses from the respondents.

3.2 Sample Design

(a) Sampling plan

Sampling plan includes sampling units used in the survey. It also includes sampling size and
sampling procedure for the survey.

(b) Sample size

The sample size undertaken in this research study is 20.

(c) Sample units

Every single individual undertaken in the research study is called the sampling unit. In this
research study sampling unit is every single individual who gets his vehicle serviced at Apco
Hyundai.

(d) Sampling procedures

The primary consideration in purposive sampling is judgement of researcher as to who can

provide the best information to achieve the objectives of the study. The researcher only goes
to those people who in his/her opinion are likely to have the required information and be willing
to share it. Here the researcher collecting the information through questionnaire.

(e) Contact Method

Direct contact method was used for the study was used this study. Questionnaires were directly
circulated to the respondents of the sample in order to achieve instant response.

Period of the study

The period of the study was for 30 days.

 CHAPTER 4
DATA ANALYSES AND
INTERPRETATION
Q1. To which age group do you belong?

S. no. Age group No of Percentage

respondents Analysis

1. 18 -28 13 65

2. 28-38 5 25

3. 38-48 2 10

4. 48-58 0 0

Total 20 100

AGE GROUP
38-48 48-58
10% 0%

28-38
25%

18-28
65%

Interpretation:- Majority of the respondents were of age group 18-28, i.e. 65%
Q2. What is your Gender?

S. no. Gender No of Percentage

respondents Analysis

1. Male 20 100

2. Female 0 0

Total 20 100

GENDER
Female
0%

Male
100%

Interpretation:- Majority of the respondents were male, i.e. 100%

Q3. HDFC bank has modern looking equipment.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 2 10

4. Agree 7 35

5. Strongly agree 11 55

Total 20 100

Strongly disagree
Neutral
0%
10%
Disagree
0%

Strongly agree
Agree
55%
35%

Interpretation:- Majority of the respondents strongly agree that HDFC bank has modern
looking equipment., i.e. 55%
Q4. The bank's physical features are visually appealing.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 13 65

4. Agree 7 35

5. Strongly agree 0 0

Total 20 100

Strongly agree Strongly disagree

0% 0%
Disagree
0%
Agree
35%

Neutral
65%

Interpretation:- Majority of the respondents were neutral that The bank's physical features
are visually appealing, i.e. 65%
Q5. The bank's reception desk employees are neat appearing.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 0 0

4. Agree 8 40

5. Strongly agree 12 60

Total 20 100

Strongly disagree
Neutral
0%
0%
Disagree
0%

Agree
40%

Strongly agree
60%

Interpretation:- Majority of the respondents strongly agree that the bank's reception desk
employees are neat appearing., i.e. 60%
Q6. Materials associated with the service (such as pamphlets or statements) are visually
appealing at the bank.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 2 10

4. Agree 13 65

5. Strongly agree 5 25

Total 20 100

Strongly disagree Neutral

Strongly agree 0% 10%
25% Disagree
0%

Agree
65%

Interpretation:- Majority of the respondents agree that Materials associated with the service
(such as pamphlets or statements) are visually appealing at the bank. , i.e. 65%
Q7. When the bank promises to do something by a certain time, it does so:

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 4 20

3. Neutral 7 35

4. Agree 9 45

5. Strongly agree 0 0

Total 20 100

Strongly agree Strongly disagree

0% 0%

Disagree
20%

Agree
45%

Neutral
35%

Interpretation:- Majority of the respondents were agree that When the bank promises to do
something by a certain time, it does so., i.e. 45%
Q8. When you have a problem, the bank shows a sincere interest in solving it.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 6 30

3. Neutral 0 0

4. Agree 13 65

5. Strongly agree 1 5

Total 20 100

Strongly agree Strongly disagree

5% 0%

Disagree
30%

Neutral
0%

Agree
65%

Interpretation:- Majority of the respondents agree when they have a problem, the bank shows
a sincere interest in solving it., i.e. 65%
Q9. The bank performs the service right the first time.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 2 10

4. Agree 13 65

5. Strongly agree 5 25

Total 20 100

Strongly disagree Neutral

0% 10%
Strongly agree
Disagree
25%
0%

Agree
65%

Interpretation:- Majority of the respondents agree that the bank performs the service right
the first time., i.e. 65%
Q10. The bank insists on error free records..

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 7 35

4. Agree 13 65

5. Strongly agree 0 0

Total 20 100

Strongly agree Strongly disagree

0% Neutral
0%
35%
Disagree
0%

Agree
65%

Interpretation:- Majority of the respondents agreed that the bank insists on error free records.,
i.e. 65%
Q11. Employees in the bank tell you exactly when the services will be performed..

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 0 0

4. Agree 15 75

5. Strongly agree 5 25

Total 20 100

Strongly disagree Neutral

0% 0%
Strongly agree
Disagree
25%
0%

Agree
75%

Interpretation:- Majority of the respondents agree that employees in the bank tell you exactly
when the services will be performed, i.e. 75%
Q12. Employees in the bank are never too busy to respond to your request.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 20 100

2. Disagree 0 0

3. Neutral 0 0

4. Agree 0 0

5. Strongly agree 0 0

Total 20 100

Neutral Agree
Strongly agree 0% 0%
0%
Disagree
0%

Strongly disagree
100%

Interpretation:- Majority of the respondents strongly disagree that Employees in the bank are
never too busy to respond to your request., i.e. 100%
Q13. Employees in the bank are always willing to help you.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 12 60

4. Agree 8 40

5. Strongly agree 0 0

Total 20 100

Strongly disagree
Strongly agree
0%
0%
Disagree
0%

Agree
40%

Neutral
60%

Interpretation:- Majority of the respondents were neutral that Employees in the bank are
always willing to help you., i.e. 60%
Q14. Employees in the bank give you prompt service..

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 9 45

4. Agree 11 55

5. Strongly agree 0 0

Total 20 100

Strongly disagree
Strongly agree
0%
0%
Disagree
0%

Neutral
45%

Agree
55%

Interpretation:- Majority of the respondents agree that Employees in the bank give you
prompt service., i.e. 60%
Q15. The employees of the bank are trustworthy.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 0 0

4. Agree 16 80

5. Strongly agree 4 20

Total 20 100

Neutral Strongly disagree

0% 0%
Strongly agree
Disagree
20%
0%

Agree
80%

Interpretation:- Majority of the respondents agree that The employees of the bank are
trustworthy, i.e. 80%
Q16. The behavior of employees in the bank instills confidence in you.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 2 10

4. Agree 7 35

5. Strongly agree 11 55

Total 20 100

Strongly disagree
Neutral
0%
10%
Disagree
0%

Strongly agree
Agree
55%
35%

Interpretation:- Majority of the respondents strongly agree that the behavior of employees in
the bank instills confidence in you, i.e. 55%
Q17. You feel safe in your transactions with the bank.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 13 65

4. Agree 7 35

5. Strongly agree 0 0

Total 20 100

Strongly agree Strongly disagree

0% 0%
Disagree
0%
Agree
35%

Neutral
65%

Interpretation:- Majority of the respondents were neutral that they feel safe in transactions
with the bank, i.e. 65%
Q18. Employees in the bank have the knowledge to answer your questions.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 0 0

4. Agree 8 40

5. Strongly agree 12 60

Total 20 100

Strongly disagree
Neutral
0%
0%
Disagree
0%

Agree
40%

Strongly agree
60%

Interpretation:- Majority of the respondents strongly agree that employees in the bank have
the knowledge to answer your questions, i.e. 60%
Q19. The bank gives you individual attention.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 2 10

4. Agree 13 65

5. Strongly agree 5 25

Total 20 100

Strongly disagree Neutral

Strongly agree 0% 10%
25% Disagree
0%

Agree
65%

Interpretation:- Majority of the respondents agree that the bank gives them individual
attention, i.e. 65%
Q20. The bank has operating hours convenient to all its customers.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 2 10

4. Agree 13 65

5. Strongly agree 5 25

Total 20 100

Strongly disagree Neutral

0% 10%
Strongly agree
Disagree
25%
0%

Agree
65%

Interpretation:- Majority of the respondents agree that the bank has operating hours
convenient to all its customers, i.e. 65%
Q21. The bank has your best interests at heart.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 100

2. Disagree 0 0

3. Neutral 0 0

4. Agree 0 0

5. Strongly agree 20 0

Total 20 100

Strongly disagree
Neutral Agree
0% 0% 0%
Disagree
0%

Strongly agree
100%

Interpretation:- Majority of the respondents strongly agree that bank has your best interests
at heart., i.e. 100%
Q22. The employees of the bank understand your specific needs.

S. no. Particulars No of Percentage

respondents Analysis

1. Strongly disagree 0 0

2. Disagree 0 0

3. Neutral 12 60

4. Agree 8 40

5. Strongly agree 0 0

Total 20 100

Strongly disagree
Strongly agree
0%
0%
Disagree
0%

Agree
40%

Neutral
60%

Interpretation:- Majority of the respondents were neutral that the employees of the bank
understand their specific needs, i.e. 60%
CHAPTER 5
FINDINGS
5.1 Findings

1. Majority of the respondents were of age group 18-28, i.e. 65%

2. Majority of the respondents were male, i.e. 100%
3. Majority of the respondents strongly agree that HDFC bank has modern
looking equipment., i.e. 55%
4. Majority of the respondents were neutral that The bank's physical features are
visually appealing, i.e. 65%
5. Majority of the respondents strongly agree that the bank's reception desk
employees are neat appearing., i.e. 60%
6. Majority of the respondents agree that Materials associated with the service
(such as pamphlets or statements) are visually appealing at the bank. , i.e. 65%
7. Majority of the respondents were agree that When the bank promises to do
something by a certain time, it does so., i.e. 45%
8. Majority of the respondents agree when they have a problem, the bank shows
a sincere interest in solving it., i.e. 65%
9. Majority of the respondents agree that the bank performs the service right the
first time., i.e. 65%
10. Majority of the respondents agreed that the bank insists on error free records.,
i.e. 65%
11. Majority of the respondents agree that employees in the bank tell you exactly
when the services will be performed, i.e. 75%
12. Majority of the respondents strongly disagree that Employees in the bank are
never too busy to respond to your request., i.e. 100%
13. Majority of the respondents were neutral that Employees in the bank are
always willing to help you., i.e. 60%
14. Majority of the respondents agree that Employees in the bank give you prompt
service., i.e. 60%
15. Majority of the respondents agree that The employees of the bank are
trustworthy, i.e. 80%
16. Majority of the respondents strongly agree that the behavior of employees in
the bank instills confidence in you, i.e. 55%
17. Majority of the respondents were neutral that they feel safe in transactions
with the bank, i.e. 65%
18. Majority of the respondents strongly agree that employees in the bank have the
knowledge to answer your questions, i.e. 60%
19. Majority of the respondents agree that the bank gives them individual
attention, i.e. 65%
20. Majority of the respondents agree that the bank has operating hours
convenient to all its customers, i.e. 65%
21. Majority of the respondents strongly agree that bank has your best interests at
heart., i.e. 100%
22. Majority of the respondents were neutral that the employees of the bank
understand their specific needs, i.e. 60%
CHAPTER 6
LIMITATIONS
6.1 Limitations

1. The information provided by the respondents may be biased.

2. The study was restricted to single city so findings cannot be generalised.
3. Time was major limitation of the study 30 days was a very limited period to conduct a
research with wide scope.
4. Some confidential and unrevealed secondary data.
 Chapter7
Conclusions and Recommendations
Conclusion

In this highly competitive world organizations have no choice but to provide better
services to customer to stay in the market. For an organisation providing services it will be very
difficult to give out the offers to attract customers, so to stay in the market providing better
services is only the option.
To conclude, this project HDFC Bank has created a good image in Jammu. Customers
of HDFC Bank have given positive response towards overall service quality. Service quality
plays a vital in determining marketing image of every company. Once the attributes of
automobile services from the customer’s perspective are more clearly known and understood,
its service providers will be in a better position to anticipate consumer requirements rather than
to react to consumer dissatisfaction.
Recommendation

1. To set up a complaint handling cell for reducing customer grievances.

2. Provide spot services to customers.
3. Employees are capable of directly contributing to both customer disappointment and
delight. Therefore, it is essential that the bank to have the research and analysis method
that links staff performance engagement directly to the customer behaviour ,so that
they can hire , train, recognise and reward employees for how they contribute to
customer value.
4. To conduct customer get together program. It helps for easily understanding customer’s
expectations and perceptions towards service quality in company .It also contributing
for the improvement of services given by the company.
5. Identify what leverages top-end customer commitment and advocacy behaviour, and
then build customer experience around it.
.
BIBLIOGRAPHY
References
Kotler Philip, marketing management, (Pearson education, 12th 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.hdfcbank.com
www.hdfcindia.com
www.wikipedia.org
www.marketresearch.com
ANNEXURE
QUESTIONNAIRE

Service Quality a Case Study of HDFC Bank

I Aryan Mahajan of B.B.A Semester Vth is undertaking my project report of B.B.A degree
from Govt. S.P.M.R College of Commerce affiliated with University of Jammu.
In view of this, I am conducting a survey towards Service Quality a Case Study of HDFC
Bank
The contents of this questionnaire are only for the academic purposes and information
provided by you will be kept confidential.

Personal Information

1. Name:

2. Age:

(a) 18-28 (b) 28-38 years (c) 38-48 years (d) 48-55 years

3. Gender:

(a) Male (b) Female

Tangible
S.no. Statement Strongly Disagree Neutral Agree Strongly
Disagree 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.

Reliability
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.
7. The bank performs the service
right the first time.
 8. The bank insists on error free
records.

Responsiveness
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.

Assurance
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.

Empathy
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.