** 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 1 The factors that affect the choice of preferred bankers in banks are identified
Step 2 Those factors are then referred to the respective banks and are rated from 1 5
For example if we think that SBIs trustworthiness in maximum it is given 5, if its least it is given 1
Research Steps:
PHASE 1 A 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












** 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 the
everlasting 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 Inference HDFC Bank is best in terms of customer service and one of the most reliable bank in
terms of reliability.



** 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