Published Paper Details:

Service quality is a critical factor influencing customer satisfaction and loyalty in the competitive banking sector. This study assesses the service quality of HDFC Bank utilizing the SERVQUAL model, focusing on five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Targeting the young adult demographic (18-25 years) with savings accounts, the research identifies significant gaps in service quality, particularly in reliability, assurance, and responsiveness, which substantially impact customer satisfaction. Demographic analysis reveals that 73% of respondents are male, 56% earn below INR15,000 monthly, and 48% have been customers for less than a year. Statistical analyses indicate that reliability and assurance are the strongest predictors of satisfaction, with tangibility moderately influencing assurance. Limited engagement frequency, insufficient personalization, and underutilized tangible resources are identified as barriers to fostering customer loyalty. This study presents empirical recommendations for HDFC Bank, including enhancing reliability, improving personalization, and leveraging physical and digital resources to meet customer expectations, cultivate trust, and drive long-term satisfaction and loyalty.