Authors: Mekala Varun, Dr. Sivaji Jinka
Abstract: Consumer behaviour and perception play a vital role in the success of the banking industry. With increasing competition among banks and the rapid growth of digital banking, understanding customers' needs, preferences, and expectations has become essential. This study focuses on analysing the consumer behaviour and perception of customers towards HDFC Bank and the factors that influence their banking decisions. The primary objective of the study is to examine customer preferences regarding HDFC Bank's products and services, evaluate their level of satisfaction, and identify the key factors affecting their perception of the bank. The research is based on both primary and secondary data. Primary data were collected through a structured questionnaire from HDFC Bank customers, while secondary data were gathered from books, journals, research articles, company reports, and the official HDFC Bank website. The study evaluates customer opinions on service quality, digital banking facilities, staff behaviour, accessibility, trust, product variety, complaint handling, and overall banking experience. The findings indicate that most customers have a positive perception of HDFC Bank due to its reliable services, strong digital banking platform, wide range of financial products, and customer-focused approach. However, some customers expect improvements in complaint resolution, personalized services, and waiting time at branches.
DOI: http://doi.org/10.5281/zenodo.21412043
