3.

1 SCOPE OF THE STUDY:

The scope of this research is to identify the service quality of HDFC bank. This research is
based on primary data and secondary data. This study only focuses on the dimensions of
service quality i.e. RATER. It aims to understand the skill of the company in the area of
service quality that are performing well and shows those area which require improvement.
The study was done taking two branches of HDFC bank into consideration. The survey was
restricted to the bank customers in Delhi only.

3.2 RESEARCH OBJECTIVE:

1. To examine the essential dimensions of service quality i.e. RATER-Reliability,
assurance, tangible, empathy and responsiveness of HDFC bank and its effect on
customer’s satisfaction.
2. To find out the level of perception of the customers from the service quality
offered by the banks.
3. To know which service quality dimension of the bank is performing well.
4. To ident which dimension of service quality needs improvement so that the
quality of service of HDFC banks is enhanced.

3.2 RESEARCH DESIGN:

A framework or blueprint for conducting the research projects. It specifies the details of the
procedures necessary for obtaining the information needed to structure and/or solve research
problems. A good research designs lays the foundation for conducting the project. A good
research design will ensure that the research project is conducted effectively and efficiently.
Typically, a research design involves the following components, or tasks:

 Define the information needed.

 Design the research .
 Specify the measurement and scaling procedures.
 Construct and present a questionnaire or an appropriate form for data collection .
 Develop a plan of data analysis.

DATA COLLECTION : The objectives of the project are such that both primary and
secondary data is required to achieve them. So both primary and secondary data was used for
the project. The mode of collecting primary data is questionnaire mode and sources of
secondary data are various magazines, books, newspaper, &websites etc.

1 . Primary Data: The primary data was collected to measure the customer satisfaction
and their perception regarding HDFC Bank. The primary data was collected by means
of questionnaire and analysis was done on the basic of response received from the
customers. The questionnaire has been designed in such a manner that the customer’s
satisfaction level can be measured and costumer can enter his responses easily.

2. Secondary Data: The purpose of collecting secondary data was to achieve the
objective of studying the recent trends and developments taking place in banking

Sample size –

100 customers were selected.

Sampling Unit

Gurdaspur

Sampling Technique –

Convenient sampling

Analysis and Interpretation

After the data collection, it was complied, classified and tabulated manually and with
help of computer. Then the task of drawing inferences was accomplished with the
help of percentage and graphic method

3.3 OBJECTIVE OF THE STUDY:

1. To know the customer satisfaction level and their perception regarding HDFC bank.
2. To know the customer awareness regarding the Bank’s products.
3. To know the level of interest of customer regarding the different schemes of bank.
4. To know the preference of customer regarding the extra services.
5. To know the problems of customer regarding risk.