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HDFC is having highest average weighted score amongst all the four banks.

CHAPTER-5

KEY FINDINGS
Key Findings for general questions

According to respondents the most preferred banking service is ATM service followed by mobile banking, internet banking and Retail banking.
Most of the respondent’s account decisions are influenced by themselves.
Most important factor which respondent consider before opening an account is Future prospects followed by services provided, goodwill, financial position and current market position.
According to respondents most secure bank is SBI followed by BOB, HDFC and ICICI.
From the Chi square test of independence, it has been found that Preference towards public/private sector banks and age group are dependent on each other and the strength of the same is 71.42%.

Key Findings for servqual questions

Gap Score

For ICICI bank, the gap score for tangibility is minimum followed by empathy ,reliability, responsiveness and assurance.
For HDFC bank ,the gap score for reliability is minimum followed by tangibility, empathy, assurance and responsiveness.
For SBI bank, the gap score for assurance is minimum followed by tangibility, reliability, responsiveness and empathy.
For BOB bank, the gap score for tangibility is minimum followed by reliability ,assurance ,empathy and responsiveness.

Weight for five dimensions

For ICICI bank, the highest weight is given to tangibility followed by empathy, reliability, assurance and responsiveness.
For HDFC bank, the highest weight is given to tangibility followed by reliability, empathy, responsiveness and assurance.
For SBI bank, the highest weight is given to assurance followed by reliability, tangibility, empathy and responsiveness.
For BOB bank, the highest weight is given to assurance followed by tangibility, reliability, responsiveness and empathy.

Weighted score

For ICICI bank, the highest weighted score is of dimension tangibility followed by empathy, reliability, assurance and responsiveness.
For HDFC bank, the highest weighted score is of dimension tangibility followed by reliability, empathy, responsiveness and assurance.
For SBI bank, the highest weighted score is of dimension assurance followed by reliability, tangibility, empathy and responsiveness.
For BOB bank, the highest weighted score is of dimension assurance followed by tangibility, reliability, responsiveness and empathy.

Comparison amongst banks on different dimensions

Gap Score

	Dimensions____Reliability__tangibility'>Dimensions
	Reliability	tangibility	Responsiveness	assurance	Empathy
ICICI	1.35	0.46	1.4	1.74	0.68
HDFC	0.28	0.4	1.03	0.9	0.78
SBI	1.13	0.85	1.2	0.52	1.32
BOB	0.64	0.42	1.01	0.61	0.67

For reliability the minimum gap score is for HDFC bank followed by BOB, SBI and ICICI.
For tangibility the minimum gap score is for HDFC bank followed by BOB, ICICI and SBI.
For responsiveness the minimum gap score is for BOB bank followed by HDFC, SBI and ICICI.
For assurance the minimum gap score is for SBI bank followed by BOB, HDFC and ICICI.
For empathy the minimum gap score is for BOB bank followed by ICICI, HDFC, and SBI.

Bank	Unweighted average Gap score
ICICI	1.14
HDFC	0.68
SBI	1
BOB	0.67

BOB is having minimum unweighted average gap score amongst all the banks followed by HDFC ,SBI and ICICI.

Weighted score

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