Customer satisfaction measurement at HDFC Esha* *Assistant Professor, Finance & Marketing, Institute of Business Management & Research, Gurgaon-122001, Haryana, India. Online published on 29 September, 2017. Abstract Customer satisfaction is a post purchase experience that a customer gets after consumption of products and services and becomes deciding factor for customer to make rational decision of repurchase and to recommend it to others. This study basically focuses on measurement of customer satisfaction related to Service offered and rendered at HDFC BANK. This study gives a bird's eye view of the hard and soft services provided by HDFC BANK (retail) to their clients. Recommending the services, rating the experience with HDFC BANK, service charges and suggestions were some of the aspects explored. Rating the products, handling of compliant calls, response time, repeat calls encounter and overall level of satisfaction were some of the issues were also discovered. This study is an earnest effort to enhance the practical knowledge by measuring the customer satisfaction as well as contributing to the organizational efficiency by suggesting ways to manage and improve the same profitably in the highly competitive time to come Top |