Service Quality of Hdfc
GOVERNMENT S P M R COLLEGE OF COMMERCE.
SUBMITTED OF SYNOPSIS TO :- PROF DEEPAK MANHAS
SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22)
TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD).
COMPANY:- HDFC BANK.
DATE OF SUBMISSION:-15OF SEP;2012.
Introducation of sevice quality:-
In the days of intense competition, the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular to identify what the customer's requirements are and how those customer requirements can be met effectively. In the days where product and price differences are blurred, superior service by the service provider is the only differentiator left before the banks to attract, retain and partner with the customers. Superior service quality enables a firm to differentiate itself from its competition, gain a sustainable competitive advantage, and enhance efficiency .The benefits of service quality include increased customer satisfaction, improved customer retention, positive word of mouth, reduced staff turnover, decreased operating costs, enlarged market share, increased profitability, and improved financial performance. The construct of service quality has therefore been a subject of great interest to service marketing researchers.
Service quality has been defined by various experts in various ways as: 'Service Quality is the difference between customers' expectations for service performance prior to the service encounter and their perceptions of the service received.' According to Gefan „Service quality is the subjective comparison that customers make between the qualities of service that they want to receive and what they actually get.' Parasuraman says, 'Service quality is determined by the differences between customer's expectations of services provider's performance and their evaluation of the services they received.
Company profile of HDFC bank.
The
SUBMITTED OF SYNOPSIS TO :- PROF DEEPAK MANHAS
SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22)
TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD).
COMPANY:- HDFC BANK.
DATE OF SUBMISSION:-15OF SEP;2012.
Introducation of sevice quality:-
In the days of intense competition, the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular to identify what the customer's requirements are and how those customer requirements can be met effectively. In the days where product and price differences are blurred, superior service by the service provider is the only differentiator left before the banks to attract, retain and partner with the customers. Superior service quality enables a firm to differentiate itself from its competition, gain a sustainable competitive advantage, and enhance efficiency .The benefits of service quality include increased customer satisfaction, improved customer retention, positive word of mouth, reduced staff turnover, decreased operating costs, enlarged market share, increased profitability, and improved financial performance. The construct of service quality has therefore been a subject of great interest to service marketing researchers.
Service quality has been defined by various experts in various ways as: 'Service Quality is the difference between customers' expectations for service performance prior to the service encounter and their perceptions of the service received.' According to Gefan „Service quality is the subjective comparison that customers make between the qualities of service that they want to receive and what they actually get.' Parasuraman says, 'Service quality is determined by the differences between customer's expectations of services provider's performance and their evaluation of the services they received.
Company profile of HDFC bank.
The