2025, Vol. 6, Issue 1, Part N
Assessing service quality and customer satisfaction: A study of HDFC bank customers in Chennai
Author(s): B Mythili and SP Sasirani
Abstract: he banking industry in India has experienced considerable transformation following liberalization, leading to heightened competition and rising customer expectations, particularly in private sector banks such as HDFC Bank. This study aims to evaluate customer satisfaction concerning the customer satisfaction provided by HDFC Bank in Chennai using the model. Employing a descriptive research design, primary data were gathered from 100 respondents through a structured questionnaire. The analysis, conducted using the Chi-Square Test in SPSS, examined the relationship between selected demographic variables like age, marital status, and educational qualification and customer satisfaction across key customer satisfaction dimensions. The findings divulge no statistically significant association between satisfaction and either age or marital status. However, educational qualification exhibited a significant relationship with customer satisfaction in specific areas, namely the comfort of the branch environment and the clarity of account statements. These insights suggest that while service satisfaction is broadly consistent across demographic groups, certain service aspects must be tailored to meet the expectations of more educated clientele. The study concludes with strategic recommendations for HDFC Bank to maintain high service standards and enhance customer experience through continuous customer satisfaction evaluation and customer-centric improvements.
Pages: 1247-1250 | Views: 57 | Downloads: 27
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How to cite this article:
B Mythili, SP Sasirani. Assessing service quality and customer satisfaction: A study of HDFC bank customers in Chennai. Asian J Manage Commerce 2025;6(1):1247-1250.
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