A study of customer satisfaction in retail banking
Aashish Rughani, Nisarg Shah
This study aims to study on Customer satisfaction regarding Retail banking products/services with respect to the HDFC bank. In this research study of 90 respondents were from bank, relatives, friends were taken to understand the customer perception regarding service quality and customer satisfaction. In this study primary data used from customer with questionnaire and personal interviews and secondary data is also used with the purpose for reference from different article. Tools for data analysis are used that is Frequency, multiple frequency, cross tabulation, chi-square, non parametric t-test, bar chart & pie chart. After analyzing the data, it is found that most common product/service used by customers are SMS alerts, Debit card, Credit card, personal loan. Frequent use of HDFC bank service by customer is 2-3 times in a month. Overall customers are satisfied by the products/services offered by HDFC bank.