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PROFESSIONAL
UNIVERSITY
ASSIGNMENT
NO-2 MGT-631
Submitted by Guided by
CHANDAN KUMAR SINGH Miss Jaspreet Kaur
Section-B
Table of Content
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ACKNOWLEDGEMENT
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I provide full justice to this term paper which is prepared by visiting various web-
sites, magazines, articles etc.
I would like to take an opportunity to thank all the people in collecting the
necessary information and making of the report. I am grateful to all of them for
their time and wisdom.
My project becomes a reality only due to cooperation of many people who had
helped me in completing this project. I sincerely extend my gratitude to Miss
Jaspreet Kaur who has given me this precious opportunity to have known about
the Customer Expectation.
This project helps in projecting the customer expectation. When the customer’s while
selecting a service what is the role play by the service provider. The scope of study for
management student gets to apply all their theoretical knowledge in the market.
As we know that every company spend a lot of money to provide the better service to
his customer. Therefore customer relationship is an important aspect of the companies
to generate sales. It is also important for the companies to know whether their
customer expect to him. Thereby we have taken this as our research problem.
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Type Public
(BSE: 500180, NYSE: HDB)
Industry Banking
Financial services
After customer needs and expectations are identified, customer satisfaction must be
monitored and the findings used to generate improvements. Proactively conducting
customer satisfaction surveys also generates a positive impression on customers
about the organization’s interest in them.
As your customer base grows it's imperative that you maintain the same level of
service that you provided when you first earned your customer's business. You
have to anticipate their needs before they announce them, and put those actions in
place. Meeting these expectations will cement your relationships, increase their
satisfaction, and retain their business. Here are six customer expectations that are
the cornerstone of outstanding service and increased sales:
1. Customers Expect Solid Information.
Providing your customers with tangible information lets them know that you value
them and respect their ability to make sound decisions. When they feel that they're
respected, they're more open and willing to do more business with your company.
Review of Literature
Cynthia Webster, (1991) Provides insight into the concept of quality in the service
market by investigating possible influences on consumer expectations of quality
and how these expectations may be better met. Reports on a study examining the
effects of certain stimuli on expectations regarding different types of service.
Discovers that significant differences were found regarding the nature of the
expectations as the stimuli werevaried, differences which remained after
involvement and the removal of personal need effects. Offers recommendations to
service providers and includes an explanation of the methodology used in the study.
Alison M. Dean, (2004) Reported studies on call centers emphasize efficiency and
control, with possible implications for service priorities, customer orientation and
service quality. However, there is little empirical research to test assumptions from
the customer’s perspective. This study aimed to establish whether customers
expected (predicted) low levels of service from a call center, how this level
compared to the minimum level they considered adequate, and whether the
perceived customer orientation of the call center was related to service quality
expectations. Data were collected in Australia from two sources: end consumers (n
= 289) of an insurance provider, and business customers (n = 325) of a bank. Key
findings were similar for both samples. First, customers had very high levels of
adequate (minimum) expectations, and adequate expectations behaved
independently from predicted (forecast) expectations. Second, customer orientation
was associated with predicted expectations but not adequate expectations. Peter
Kangis, Vassiliki Passa, (1997) Reports the findings of a small-scale survey
undertaken with a view to establishing the extent to which customers of retail banks
are influenced in their expectations of quality and in their perceptions of service
received according to their awareness of service charges imposed by banks. Finds
that customers who were aware of banking charges had higher expectations of
quality than those who were not. Further, customers who were aware of banking
charges perceived receiving a higher quality service than those who were not
aware. Although the findings were not statistically significant, the general direction
of the relationship was maintained across all the variables measured. Kathryn
Bishop et al, (1994) examines the differences between consumers' expectations and
perceptions of service quality they received when shopping apparel specialty stores.
Also takes into account consumer demographic characteristics. Utilizes
SERVQUAL scale and methodology developed by Parasuraman et al., (1991).
Calculates gap scores by subtracting the expectation scores from the perception
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scores. Using a factor analysis procedure, four determinants of service quality
emerged: (1) Personal Attention; (2) Reliability; (3) Tangibles; and (4)
Convenience. Findings indicate greatest disparity between expectations and
perceptions for the Personal Attention factor. Consumer demographic
characteristics of race, marital status, and income provided significant differences
between expectations and perceptions for Reliability and Convenience. Also
considers the importance of service as a patronage criterion for apparel specialty
store consumers. Indicates that service ranked third in importance behind
merchandise assortment and price. Ugur Yavas, et al, (2010) This study aims to
develop and test a comprehensive model that begins with management
commitment/concern and progresses through intermediate links of service climate
and in-role frontline employee (FLE) performance to customer satisfaction and
eventually to sales performance. Results showed that management
commitment/concern was significantly related to service climate; service climate to
in-role FLE performance; in-role FLE performance to customer satisfaction; and
customer satisfaction to branch sales. Akiko Ueno, (2010) There are many features
that have been regarded as having a critical role in supporting service quality. The
purpose of this article is to identify those features that are fundamental in
supporting service quality. From a comparative study of these three areas of the
literature, it was found that there are seven common features: recruitment and
selection, training, teamwork, empowerment, performance appraisals and reward,
communication, and culture of the organisation. Each of them is argued to be
critical for the management of service quality. Vinh Sum Chau, Liqing W.L.C.
Ngai, (2010) This paper aims to investigate the perceptions, attitudes and behaviour
of the youth market for internet banking services (IBS). The authors find that young
people (age 16-29) have more positive attitudes and behavioural intentions towards
using IBS than other user-groups. It has also confirmed that there is a positive
impact of IBS quality on satisfaction and loyalty. Peter Kangis, Vassiliki Passa,
(1997) Reports the findings of a small-scale survey undertaken with a view to
establishing the extent to which customers of retail banks are influenced in their
expectations of quality and in their perceptions of service received according to
their awareness of service charges imposed by banks. Finds that customers who
were aware of banking charges had higher expectations of quality than those who
were not. Further, customers who were aware of banking charges perceived
receiving a higher quality service than those who were not aware. Although the
findings were not statistically significant, the general direction of the relationship
was maintained across all the variables measured.
RESEARCH METHODOLOGY
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Before examining types of research designs it is important to be clear about the role
and purpose of research design. We need to understand what research design is and
what it is not. We need to know where design into the whole research process from
framing a question to finally analyzing and reporting data.
Research design
The purpose of the study to “To find out the HDFC Customer expectation at
Jalandhar”. Hence descriptive research design used for this study. A survey was
conducted through which an analysis was drowned.
Sample size
A sample of “50” sample was taken for the purpose of study and analysis.
Sampling unit:
Sampling unit consists of all customers of HDFC Bank in Jalandhar city.
Sampling technique
Convenience sampling technique (non probability sampling) was used for the
survey. Questionnaire filled by the selected customers.
(1) Primary data: primary data was collected with the help of structured
questionnaire and personal interview.
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(2) Secondary data: Source of secondary data was collected with help
of published reports, magazines, newspapers and the websites.
Data Analysis:
sex
Cumulative
Frequency Percent Valid Percent Percent
Age
Cumulative
Frequency Percent Valid Percent Percent
Occupation
Cumulative
Frequency Percent Valid Percent Percent
Education
Cumulative
Frequency Percent Valid Percent Percent
Incom
Cumulative
Frequency Percent Valid Percent Percent
Cumulative
Frequency Percent Valid Percent Percent
ANALYSIS: The above question is about the period of the time using the
services. The 16 % people is using the service is more then 6 to 1 year. 44%
people are using the service is more then 2 years . it is show that the
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customer is satisfied with the service. So we say that the customer is satisfied
with the service provider.
Cumulative
Frequency Percent Valid Percent Percent
Cumulative
Frequency Percent Valid Percent Percent
ANALYSIS: This question is show the visited time of the customer. 46%
people said that they visit the 2 to 5 times. 30% people said that the visit
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more than 5 times. And 24% people said that they visit 0 to 2 times in a
month.
Cumulative
Frequency Percent Valid Percent Percent
Cumulative
Frequency Percent Valid Percent Percent
Component Matrixa
Component
1 2 3 4
ANALYSIS: The first step in interpreting the output is to look at the factor
extracted The last column of table of total variance shows that the four factor
extracted together account for 72% of total variance this is good deal because
with only four factor we have lost only about28% of the information content
while 72% is retain by the two factors extracted out of the ten original
variable our null hypothesis is rejected because all factor have different
importance on the consumer expectation to his service provider.
Every consumer want to the better service so here the most four factors which is
influence the consumer is follows:
• Growth
• Availability
• Good Service
• Safety
Most of the Consumer use service is more than 2 years. It shows that the
consumers are satisfied with the services. And the service provides the good
services.
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Factor analysis
Rank the following factors according to your expectation for the services provided
by your service provider. (1 Being lowest and 5 Being highest)
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Total Variance Explained
Component Matrixa
Component
1 2 3 4 5
After applying the f test we find that four factors out of ten
variables which are most important. Because they contribute
about 71.108%. We named the component as follow:-
The most of the respondent are belong to the age group 20 to 30.
The most of the people is using the service is more then 2 years. It show that
the consumer are satisfied with the services.
When we analysis the data we found that 42% people said that Friends
influnce more than others. 24% people said that advertisement influenced.
In the above we see that the consumer chose the mainly three factors which
are business, safety, and investment which are the main factors of consumer
preference while selecting banking services.
Every consumer want to the better service so here the most four factors
which is influence the consumer is follows:
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• Growth
• Availability
• Good Service
• Safety
When we talk about the customer expectation we know that in banking sector
customer expected high service form his service provider. So we say that HDFC
able to provide the better service to his customer.
As mentioned in the future of Indian Internet and on the basis of the primary
research and secondary research, the following recommendations can be
concluded:
Conclusion
When we talk about the customer expectation we know that in banking sector
customer expected high service form his service provider. So we say that HDFC
able to provide the better service to his customer.
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We say that today market is very competitive so the every bank tries to grape more
to more customers. And they try to provide the better service.
Kotler Philip (2008), Marketing Management 12th Ed, New Delhi, Pearson
Education.
Lovelock Cristopher (2005), Service Marketing 5th Ed, New Delhi, Pearson
Education.
Journal:-
Peter Kangis, Vassiliki Passa, (1997) "Awareness of service charges and its
influence on customer expectations and perceptions of quality in banking",
Journal of Services Marketing, Vol. 11 Iss: 2, pp.105 – 117
Vinh Sum Chau, Liqing W.L.C. Ngai, (2010) "The youth market for
internet banking services: perceptions, attitude and behaviour", Journal of
Services Marketing, Vol. 24 Iss: 1, pp.42 – 60
Akiko Ueno, (2010) "What are the fundamental features supporting service
quality?", Journal of Services Marketing, Vol. 24 Iss: 1, pp.74 – 86
Ugur Yavas, Emin Babakus, Nicholas J. Ashill, (2010) "Testing a branch
performance model in a New Zealand bank", Journal of Services Marketing,
Vol. 24 Iss: 5, pp.369 – 377
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Kathryn Bishop Gagliano, Jan Hathcote, (1994) "Customer Expectations
and Perceptions of Service Quality in Retail Apparel Specialty Stores",
Journal of Services Marketing, Vol. 8 Iss: 1, pp.60 – 69
Peter Kangis, Vassiliki Passa, (1997) "Awareness of service charges and its
influence on customer expectations and perceptions of quality in banking",
Journal of Services Marketing, Vol. 11 Iss: 2, pp.105 – 117
Alison M. Dean, (2004) "Rethinking customer expectations of service
quality: are call centers different?", Journal of Services Marketing, Vol. 18
Iss: 1, pp.60 – 78
Cynthia Webster, (1991) "Influences Upon Consumer Expectations of
Services", Journal of Services Marketing, Vol. 5 Iss: 1, pp.5 - 17
Educational Qualification
(a)Up to Hs (b) Graduation
(c) Professional (d) Others………………………
Income (P/m)
(a) Less than Rs.10, 000/- (b) Rs. 10,000/- to 20,000/
(a) For Investment (b) For Business (c) For Safety (d) Others…………..
(6) Following factors influenced while selecting Banking Services? Rank the following
factors according to your preference. (Strong Agree-1, Agree-2, Somewhat Agree-3, and
Disagree-4)
Q 7 Rank the following factors according to your expectation for the services provided by
your service provider. (1 Being lowest and 5 Being highest).
S No. Factors 1 2 3 4 5
1 Explains all terms clearly
2 High-speed access
3 Staff are considerate
4 Choice of payment methods
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5 Convenient location
6 Protects personal information
7 Provides most up-to-date and accurate
information
8 Easy to find the correct information
9 Nice and clean environment
10 Good queuing system