Case 3

Servqual application 3

HDFC ICICI
My Bank has the sophisticated and good-looking infrastructure. 5.3 6
Physical facilities at my banks are visual and attractive. 3.9 4
My Bank employees are in neat dress and appearing dignified. 6.4 6
Materials (statements or passbook) with my bank are visual and excellent. 5 5
A. TANGIBLES 5.15 5.25
If my bank promises something, it will certainly do. 7 6
If customers have problems, my bank will show sincere interest in solving it. 6 6
My bank performs the services at right time. As per time mentioned. 6.6 5
My Bank provides service at the time it promises to do so. 5.8 5.3
My Bank keeps accurate/error-free records. 6 6
B. RELIABILTY 6.28 5.66
Employees of my bank inform customers exactly when service will be performed. 3 7
My Bank employees give excellent service to its customers. 7 7
My Bank employees are always willing to help customers. 6 7
Bank employees always ready to respond to customers’ requests. 6.4 7
C. RESPONSIVENESS 5.6 7
My Bank employees always try to instill confidence in customers. 4.8 4
Customers (me) always feel safe in transactions with my bank’s employees. 6 4
My Bank employees always courteous and polite with customers. 7 4
My Bank employees have complete knowledge to answer queries of customers 6.3 4
D. ASSURANCE 6.0 4
My Bank gives individual attention to customers. 4 7
My Bank operating hours is convenient to all the customers. 4.4 6.5
Bank employees understand the specific needs of customers. 4.9 6.4
E. EMPATHY 4.4 6.6

Make some strategy for HDFC bank to compete with ICICI

Make a promotional strategy for HDFC bank