Service quality gap analysis in HDFC bank: A case study on housing finance customers perspective
Y Saritha, Dr. PV Narsaiah
The present study evaluates the customer perceptions of service quality in selected HDFC Bank housing finance division. Data was collected from 120 customers of HDFC housing finance division using structured questionnaire. Gap analysis and Paired sample t-test were used for analysis of data. The result shows that the dimension of service quality such as Empathy and Assurance has more gap, as the customer expectations are high to their perceived service. The result also indicates that Tangibility-Reliability-Responsiveness positively influences the service quality and Empathy-Assurance negatively influences the service quality of HDFC housing finance in Nellore branch. The study implies that bank should reduce the service gap to deliver superior quality of Housing sector to retain existing customers as well as to attract new customers.