8/12/2019 Report on consumer perception about best bank

1/3

** There may be a bias in the report as respondents knew I was representing HDFC Bank so more or less ICICI can be put forward as same in

some regards

Research Objective:

To find the best bank in preferred banking offer

Research Methodology:

Step 1The factors that affect the choice of preferred bankers in banks are identified

Step 2Those factors are then referred to the respective banks and are rated from 15

For example if we think that SBIs trustworthiness in maximum it is given 5, if its least it is given 1

Research Steps:

PHASE 1A sample size of 10 preffered customers was taken and they were asked about what

they like most about their bank.

And these four were the most common answers that were chosen.

PHASE 2- Sample size of 10 was extremely small to make a comment on banks rating and hence a

50 customers were surveyed and asked to rank the banks on various factors.

An average of the ranks relating to every factor was taken and following matrix was obtained

SBI Axis HDFC Citibank ICICI

Reliability 5 3 4 3 4

Customer Service 2 4 5 4 4

Product range and information 3 4 4 3 4

Convenience 2 4 5 3 4

8/12/2019 Report on consumer perception about best bank

2/3

** There may be a bias in the report as respondents knew I was representing HDFC Bank so more or less ICICI can be put forward as same in

some regards

SBI

HDFC

CitiBank ICICI

RELIABILITY

CUSTOMER ORIENTED

SBI Axis HDFC CitiBank ICICI

Above chart depicts the perception of customers regarding the banks considered in terms of Customer

Service and trustworthiness. The observations from the chart were following

SBI is the most trustworthy bank in India among the banks considered which may be due to theeverlasting trust on Public sector Banks that Indian consumer has always had.

However these Public sector banks lag in the customer service as depicted. The private sector banks rank somewhere same in the customer preference but there is some

difference in terms of HDFC Bank and others.

Final InferenceHDFC Bank is best in terms of customer service and one of the most reliable bank in

terms of reliability.

8/12/2019 Report on consumer perception about best bank

3/3

** There may be a bias in the report as respondents knew I was representing HDFC Bank so more or less ICICI can be put forward as same in

some regards

The following observations were made:

SBI is the least convenient bank in terms of service HDFC is believed to provide the best service near to ICICI SBI has a wide product range but because of the poor customer service their products are not

known.

HDFC and ICICI have the best product range and most transparent information available

From the both charts and research done we can infer that HDFC is one of the best banks for preferred

banking customers.

SBI

HDFC

CitiBank

ICICI

PRODUCT RANGE &

INFORMATION

CONVENIENCE

SBI Axis HDFC CitiBank ICICI