Customer Satisfaction in Banks a case study of HDFC Bank

Customer Satisfaction in Banks a case study of HDFC Bank

Rohit Bhati

Galgotias University, Greater Noida

Mentor - Dr. Minakshi soni

Galgotias University, Greater Noida

Abstract- Using a focused case study of HDFC Bank, this study investigates how customer satisfaction works in the Indian banking industry. Because competition is high and service is key, knowing if customers are satisfied is now essential for firms that want to retain, please and expand. This research sought to review the reasons behind customers’ satisfaction, looking at the quality of service, employees’ behavior, digital services, complaint redress and the total customer experience. To find out what customers of HDFC Bank think and how happy they are, research looked at both their numbers and their answers at several bank branches. Many people admire the bank’s functions and online services, but they have concerns with the level of tailored service and issue resolution. The research also tests if gaps exist between what customers hope for and what they receive in terms of service using the SERVQUAL model. By studying the results, it is seen that HDFC Bank wants to improve its connections with customers and support following service. In short, the research gives tips for boosting customer satisfaction and keeping them after such fierce competition.

Keywords- Customer Satisfaction, HDFC Bank, Banking Sector, Service Quality, SERVQUAL Model, Customer Experience, Digital Banking, India.