A Study of Service Quality of Privat Sector Bank: A Case of HDFC Bank

Abstract The present study titled “A Study of Service Quality of Private Sector Banks: A Case of HDFC Bank” aims to evaluate the effectiveness of service delivery in one of India’s leading private sector banks. Service quality has emerged as a decisive factor for banks in sustaining competitiveness, particularly in a deregulated and customer-driven financial environment.This research adopts the SERVQUAL framework, which measures service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study was conducted in selected urban and semi-urban areas of the Marathwada region, where a sample of 400 customers of HDFC Bank was surveyed using a structured questionnaire. Both primary data (through customer responses) and secondary data (through reports, journals, and RBI publications) were utilized. Statistical tools such as descriptive analysis, gap analysis, and regression modelling were employed to interpret the findings.The results of the analysis reveal that customers have a favourable perception of tangibles (modern infrastructure, advanced technology, digital services) and assurance (knowledgeable and courteous staff). However, significant gaps exist in reliability (accuracy of services, timely resolution of complaints) and empathy (personalized attention to customers). Responsiveness was also identified as an area requiring improvement, as delays in services were noted in both physical and digital channels.Furthermore, regression analysis confirms that reliability and responsiveness are the most influential predictors of customer satisfaction, followed by empathy. Tangibles and assurance, though important, contribute comparatively less towards satisfaction.The study concludes that while HDFC Bank is perceived as technologically advanced and professionally managed, it needs to strengthen its reliability and empathetic approach to meet customer expectations more effectively. Practical recommendations include enhancing digital grievance redressal mechanisms, training staff for personalized relationship management, and implementing continuous feedback systems.Overall, this research contributes to the growing body of literature on banking service quality in India and provides managerial insights for private sector banks to improve customer satisfaction and loyalty.