A project study report

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Weightage given by respondents to different dimension	Points
1.The bank's ability to perform the promised service dependably and accurately.	19.7
2. The appearance of the banks physical facilities, equipment, personnel and communication materials.	29.5
3. The banks willingness to help customers and provide prompt service.	11.2
4. The knowledge and courtesy of the bank's employees and their ability to convey trust and confidence.	17.9
5. The caring individual attention the bank provides its customers.	21.7
Total:	100

Calculation of servqual scores for HDFC bank

Dimension	Statement	Expectation Score	Perception Score	Gap Score	Average for Dimension
Reliability	1	7	6.8	0.2	0.28
	2	6.6	6.4	0.2
	3	5.9	5.7	0.2
	4	6	5.5	0.5
Tangibility	5	6.4	5.8	0.6	0.4
	6	6	5.9	0.1
	7	5.5	5.3	0.2
	8	6.1	5.7	0.4
	9	6.5	6.3	0.2
	10	4.7	3.8	0.9
	11	5.2	4.9	0.3
	12	5.1	4.6	0.5
Responsiveness	13	5.7	4.2	1.5	1.03
	14	6.6	5.1	1.5
	15	6.3	5.3	1
	16	5.35	4.65	0.7
	17	5.7	5.25	0.45
Assurance	18	6.3	5.9	0.4	0.9
	19	5.5	4.5	1
	20	6.6	5.8	0.8
	21	6.8	6.1	0.7
	22	5.3	3.9	1.4
	23	6	4.9	1.1
Empathy	24	6.5	6.2	0.3	0.78
	25	6.5	4.7	1.8
	26	5	4.3	0.7
	27	6.7	6.2	0.5
	28	6.4	5.8	0.6
					0.678
Unweight Average SERVQUAL score:

Weightage given by respondents to different dimension	Points
1.The bank's ability to perform the promised service dependably and accurately.	22.3
2. The appearance of the banks physical facilities, equipment, personnel and communication materials.	30
3. The banks willingness to help customers and provide prompt service.	15.5
4. The knowledge and courtesy of the bank's employees and their ability to convey trust and confidence.	14.4
5. The caring individual attention the bank provides its customers.	17.8
Total:	100

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