Article
Consumer Complaint Analytics as a Tool for Service Quality Assessment: A Comparative Study of HDFC Bank and ICICI Bank
Customer complaint analytics has emerged as a critical tool for evaluating service quality in the banking sector, particularly in the context of increasing digitalization. This study aims to assess service quality using complaint data as an objective indicator. A comparative analysis is conducted between HDFC Bank and ICICI Bank using secondary data from the Reserve Bank of India over the period 2018–19 to 2024–25. The study adopts a descriptive and comparative research design using trend analysis, category-wise classification, and graphical interpretation. The findings reveal a consistent increase in customer complaints over time, driven by expanding digital banking usage and increased customer awareness. ICICI Bank reports relatively higher complaint volumes compared to HDFC Bank, while both banks maintain high complaint resolution efficiency. The study highlights a shift toward digital and credit-related complaints, reflecting evolving service challenges. It establishes complaint analytics as a reliable tool for service quality assessment and provides insights for improving customer experience and operational efficiency.