1.

CHAPTER I

1.1 INTRODUCTION:
The report contains the organizational study done at HDFC Bank. The report title is

“A STUDY OF CUSTOMER SATISFACTION REGARDIND HDFC

BANKING SERVICES CANNOUGHT BRANCH AURANGABAD”.
The report gives an overview of the banking Sector and company profile. And
awareness of customers about different types of products and services offered by
HDFC Bank.

This study was conducted to find out the customer satisfaction regarding HDFC bank.

The methodology adopted for the study was through a structured questionnaire,
which is targeted to the different persons in Aurangabad. For this purpose sample
size of 200 was taken. The data collected from the different persons was analyzed
thoroughly and presented in the form of charts and tables.

HDFC must advertise regularly and create brand value for its products and services.
Most of its competitors like ICICI, Axis, Kotak Mahindra and nationalized banks
use television advertisements to promote their products. The Indian consumer has a
false perception about private banks – they feel that it would not safe.

Safety and returns are the two main reasons people invest in banks. On the whole
HDFC bank is a good place to work at. Every new recruit is provided with
extensive training on the products of HDFC. This training enables an advisor/sales
manager to market the policies better. The company should try to create awareness
about itself in India. With an improvement in the sales techniques used, a fair bit of
advertising and modifications to the existing product portfolio, HDFC would be all
set to capture the banking market in India as it has around the globe.
1.2 OBJECTIVES OF THE STUDY:

 To know the customer satisfaction level and their perception

regarding HDFC Bank.

 To know the customer awareness regarding the Bank’s products.

 To know the level of interest of customer regarding the different schemes of bank.

 To know the preference of customer regarding the extra services.

 To know the problems of customer regarding bank.

 1.3 SCOPE OF THE STUDY:

A study on customer satisfaction level regarding HDFC bank is study of customer

satisfaction level regarding various services provided by the HDFC bank. The HDFC
bank provides various utility services to their customers. The purpose of this study is to
analyze the satisfaction level of the customer towards the services providing by the
HDFC bank.
The research covers the customer opinion on banking services which will be helpful
for further development and growth of banking venture of HDFC bank.
This research focuses on the level of customer satisfaction derived from banking
services of HDFC Bank in Aurangabad.
1.4 LIMITATIONS OF THE STUDY:

 Initially respondents are response very slow to survey.

 Time condition is of the big limitation of the survey.
 The research was carried out in a short period.

 Limited sample size.

 The information given by the respondent might be biased some of them

might not be interested to give correct information.

 Some of the respondents of the survey were unwilling to share information.

 1. CHAPTER II

2.1 THEORITICAL BACKGROUND:

The Housing Development Finance Corporation Limited (HDFC) was amongst the first
to receive an ‘in principle' approval from the Reserve Bank of India (RBI) to set up a
bank in the private sector, as part of the RBI's liberalization of the Indian Banking
Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations
as a Scheduled Commercial Bank in January 1995.

HDFC is India’s premier housing finance company and enjoys an impeccable track record
in India as well as in international markets. Since its inception in 1977, the Corporation
has maintained a Consistent and healthy growth in its operations to remain the market
leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling
units. HDFC has developed significant expertise in retail mortgage loans to different
market segments and also has a large corporate client base for its housing related credit
facilities. With its experience in the financial markets, a strong market reputation, large
shareholder base and unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.
HDFC Bank began operations in 1995 with a simple mission to be a “World Class Indian
Bank.” It realized that only a single minded focus on product quality and service
excellence would help us get there. Today, the Bank is proud to say that it is well on its
way towards that goal.
 2. CHAPTER III

3.1 RESEARCH METHODOLOGY:

Research is done for collecting the information that helps to solve certain problems effectively. It is a
frame work with a specific logic from the researcher to find out a reasonable solution for a problem.
Research is a step by step activity which needs to be accurate and reliable. It is completed when the
researcher gets proper solutions for his task. It aims at definite solutions within a particular period. It
covers some challenging task such as how, when, where, who and why?

Research methodology is way to solve the research problem systematically. It deals with the
objective of research study, the method defining research problem, the type of hypothesis formulated,
the type of data collected, method used for data collection and analysis etc… the methodology includes
collection primary and secondary data.

a) Research design:

A research design is basis frame work, which provides guidelines for the rest of research process.
It is the map or blueprint according to which, the research is to be conducted. The research design
specifies the method of study. Research design is prepared after formulating the research problem and
need to be most suitable to solve the problem.

b) Sample size:

It refers to the number of items to be selected from the universe to constitute a sample. An
optimum sample is one, which fulfills the requirement of efficiency, representative, reliability and
flexibility. So the researcher selected 200 respondents as sample from the population.

c) Sampling method:

Sampling technique used in the study is convenient sampling which comes under the purposive
sampling which is also called non- random sampling.
 d) Data collection:

The collection of data is the primary step in statistical investigation. Collection of data is process
of enumeration together with the proper recording of results. The success of an enquiry depends upon
proper data collection. The methodology of this study involved collection of the primary data and the
secondary data.

e) Source of data:

Data are the raw materials in which the research works. The task of data collection begins after
research problem has been defined and research design chalked out. The data collection is classified as
Primary data and Secondary data.

 Primary data:
Primary data’s are collected directly by way of using questionnaires. So it will be reliable
and accurate and can easily by respondent.

 Secondary data:

These are data’s already collected and recorded. Here secondary data’s were collected
from newspapers, other web sites, library books and also from previous project reports in related
areas.
 3. CHAPTER IV

4.1 DATA ANALYSIS & INTERPRETATION:

1. For how long you are part of HDFC Bank?

a) Less than 6 Month b) Less than 1 year c) Less than 2 Years d) More than 2 years

Response No. of Respondents %age of Respondents

Less than 6 Month 40 20%
Less than 1 year 74 37%
Less than 2 Years 28 14%
More than 2 years 58 29%
Total 200 100%

40%
30%
20%
10%
0%

Less than 6 Monthe

Less than 1 year
Less than 2 years
More than 2 years

Interpretation:

From the above graph it is clear that majority of the respondents are part of HDFC Bank
from last one year i.e. 37%; 29% of the respondents are part of HDFC Bank from last more
than 2 years; 20% respondents from 6 months and remaining 14% respondents are part of
HDFC Bank for last two years.
 2. What are reasons that attract you to be a customer of the bank?

a) Its image b) Its service

c) Products d) All of the above

Response No. of Respondents %age of Respondents

Image 50 25%
Extra Services 50 25%
Services 90 45%
All of above 10 5%
Total 200 100%

Image
Extra Services
Services
All the above

Interpretation:

From the above graph it is clear that majority of the respondents i.e. 45% are become part
of HDFC Bank because of its services; 25% because of its image; 25% because of its extra
services and rest because of all the three factors.
 3. Are you aware of the different services offered by HDFC Bank?

a) Yes b) No

Response No. of Respondents %age of Respondents

Yes 182 91%
No 18 9%
Total 200 100%

Yes
NO

Interpretation:

From the above graph it is clear that majority of the respondents are aware of products and
services offered by HDFC Bank i.e. 91% and 9% respondents are not aware of services
offered by HDFC Bank.
 4. Do you know about these services of the banking industry?

a) Savings a/c b) Fixed deposit e) Credit card f) Insurances

c) Current a/c’s d) Demat a/c’ g) Mutual funds h) Loans

Response No. of Respondents %age of Respondents

Saving a/c 200 100%
Fixed deposits 200 100%
Current a/c 106 53%
Demat a/c 10 5%
Credit cards 50 25%
Insurance 40 20%
Mutual funds 32 16%
Loans 190 95%

120%

100%

80%

60%
Series 1

40%

20%

0%
Saving a/c F/d Current a/c Demat a/c Credit Insurance Mutual Loan
Card Fund

Interpretation:

From the above graph it is clear that majority of the respondents are aware of saving a/c &
FD’s i.e. 100%.53% are aware about current a/c, 5% demat a/c, 25% credit card, 16%

And 20% aware about insurance mutual fund and 95% are aware of loans.
5. Which of these Services are you using?

a) Savings a/c b) Fixed deposits

c) Current a/c’s d) Demat a/c’s

e) Credit card f) Insurances

g) Mutual funds h) Loans

Response No. of Respondents %age of Respondents

Saving a/c 130 65%
Fixed deposits 116 58%
Current a/c 80 40%
Demat a/c 6 3%
Credit cards 0 0%
Insurance 20 10%
Mutual funds 20 10%
Loans 94 47%

70%

60%

50%

40%

30%
Series 1
20%

10%

0%

Interpretation:

From the above graph it is clear that majority of the respondents are using saving a/c i.e.
65%.58% are using FD’s, 40% current a/c, 3% demat a/c, 0% credit card, 10% insurance,
10% mutual fund and 47% aware about lone.
 6. Which of these Services are you more interested in?

a) Savings a/c b) Fixed deposits

c) Current a/c’s d) Demat a/c’s

e) Credit card f) Insurances

g) Mutual funds h) Loans

Response No. of Respondents %age of Respondents

Saving a/c 40 20%
Fixed deposits 48 24%
Current a/c 20 10%
Demat a/c 0 0%
Credit cards 0 0%
Insurance 0 0%
Mutual funds 46 23%
Loans 38 19%

25%

20%

15%

Series 1
10%

5%

0%
Saving F/d Demat a/c Credit Insurance Mutual Loan
a/c Card Fund

Interpretation:
From the above graph it is clear that majority of the respondents are interesting in FD’s i.e.
24%,20% are interesting in saving a/c, 40% current a/c, 23% mutual fund, 19% in loans and no
body is interesting in credit cards and demat a/c’s.
 7. Which of the following extra service of the banks would you Like to go in for?

a) Phone banking b) ATM c) Net banking d) Mobile banking

Response No. of Respondents %age of Respondents

Phone banking 20 10%
ATM 120 60%
Net banking 50 25%
Bill payment 20 10%
Total 200 100%

70%

60%

50%

40%

Series 1
30%

20%

10%

0%
Phone Banking ATM Net Banking Bill Payment

Interpretation:

From the above graph it is clear that 5% of the respondents would like to go for phone
banking, 60% for ATM’s, 10% for net banking, 25% for bills payment 10% .
8. What is your perception regarding the service of the bank?

a) Good b) Average c) Poor

Response No. of Respondents %age of Respondents

Yes 138 69%
No 82 41%

Yes
No

Interpretation:

From the above graph it is clear that 69% of the respondents are known about the
innovative services and the rest is unknown about it.
9. Are you satisfied with the dealing of the bank officials?

a) Yes b) No

Response No. of Respondents %age of Respondents

Phone banking 10 5%
ATM 120 60%
Net banking 50 25%
Bill payment 20 10%
Total 200 100%

70%

60%

50%

40%

30% Series 1

20%

10%

0%
Phone ATM Net banking Bill payment
banking

Interpretation:

From the above graph it is clear that 5% of the respondents would like to go for phone
banking, 60% for ATM’s, 10% for net banking, 25% for bills payment..
10. Any problem you are facings regarding the bank?

a) Timeliness c) Customer relationship

b) Infrastructure d) Other

Response No. of Respondents %age of Respondents

Timeliness 156 78%
Customer relationship 24 12%
Infrastructure 20 10%
Others 0 0%
Total 200 100%

80%

70%

60%

50%

40% Series 1

30%

20%

10%

0%
Timeliness Customer Infrastructure Other
relationship

Interpretation:
From the above graph it is clear that 78% of the respondent facing the problem of
timeliness, 12% customer relationship and 10% of infrastructure.
11. How will you rate the HDFC Bank in maintaining good customer relationship?

a) Good b) Average c) Poor

Response No. of Respondents %age of Respondents

Good 40 20%
Average 114 57%
Poor 66 33%
Total 200 100%

Good
Average
Poor

Interpretation:

From the above graph it is clear that 20% of the respondents said HDFC Bank is good in
maintaining customer relationship, 57% said it is average and rest 33% said it is poor in the
maintenance.
 12. How likely are you to recommend Bank services to a friend or colleague?

a) Very unlikely
b) Somewhat unlikely
c) Neither likely nor unlikely
d) Very likely
e) Somewhat likely

Response No. of Respondents %age of Respondents

Very unlikely 16 8%
Somewhat unlikely 60 30%
Neither likely nor unlikely 34 17%
Somewhat likely 70 35%
Very likely 20 10%
Total 200 100%

40%

35%

30%

25%

20%

15%

10%

5%

0%
Very unlike;y Somewhat Unlikely Nither likely nor very likely
unlikely

Interpretation:

From the above graph it is clear that 8% of the respondents are unlikely to recommend the
products of HDFC Bank to their friends and colleagues, 30% said somewhat unlikely,17%
said neither likely nor unlikely, 35% said somewhat likely and 10% said very likely.
13. What is your overall satisfaction rating with HDFC Bank ?

a) Very dissatisfied b) Somewhat dissatisfied c) Nether satisfied nor dissatisfied

d) Very satisfied d) Somewhat satisfied

Response No. of Respondents %age of Respondents

Very dissatisfied 4 2%
Somewhat dissatisfied 18 9%
Nether satisfied nor 42 21%
dissatisfied
Very satisfied 96 48%
Somewhat satisfied 20 10%
Total 100 100%

Sales

very dissatisifed
Somewhat dissatisfied
Neither satisfied Nor dissatisfied
very satisfied
Somewhat dissatisfied

Interpretation:

From the above graph it is clear that 48% of the respondents are very satisfied with the
bank, 20% are somewhat satisfied, 21% are neither satisfied nor dissatisfied, 9% are
somewhat dissatisfied and 2% are very much dissatisfied with the bank.
 5. CHAPTER V:
5.1 FINDINGS:

► Majority of the customers are satisfied with HDFC Bank.

► Majority of the customers are aware of services and extra services offered by HDFC
Bank. But not all the services.

► The majority of the customers found services of the bank are average.

► Majority of the respondents are found the bank is average in maintaining the good
customer relationship.

► Majority of the respondent said that they are facing the problem of timeliness and
rest are facing problem of customer relationship and infrastructure.

► The perception of the majority of the customer regarding the bank is good because
majority of the customers are satisfied with the bank and they also recommend the
products of the bank.

► The most preferable extra service is ATM’s and the less preferable services are
bills payment, net banking and phone banking.

► The majority of customers are more interested in FD’s, mutual funds and saving
a/cs.

► The majority of the customers are satisfied with the dealing of the officials upto
some extent.

► Main factor that attract customers towards bank is the services of the bank.

► Services that are most used by the customer are saving a/c, FD’s, current a/c and
loans.
 5.1 CONCLUSIONS:

At the end I would like to conclude that The Indian banking market is growing at an
astonishing rate, with Assets expected to reach US$1 trillion. HDFC bank had a network of
4,014 branches And 11,766 automated teller machines in 2,464 cities in India.. The
majority of customers are satisfied. But the bank should target on the rest of the customers
who are not satisfied. The customers are aware about the bank’s services but the Bank
should try to create more awareness among people. HDFC Bank should lay more stress on
advertisements, both in print as well as in other media for this purpose. Number of
formalities should reduce, as customer feels irritated with lots of formalities and it will save
the time of customer and Bank also.
 5.2 BIBILIOGRAPHY

Books:

Agarwal, P.K.,(2009), “Consumer Behaviour”, Pragati prakashan

Kothari, C.R.,(2009), “Research Methodology”, New age International publication ltd.,

New Delhi

Websites:

www.bnknetindia/com/banking/finance
http://en.wikipedia.org/wiki/bankingfinancialcompany
www.hdfcbank.comwww.google.com
http://www.iloveindia.com/finance/bank/private-banks/hdfc-bank.html
 6. ANNEXURE

Name Age
Gender Occupation

Address _________________________________________________________

1. For how long you are part of HDFC Bank?

a) Less than 6 Months b) Less than 1 Year

c) Less than 2 Years d) More than 2 Years

2. What are reasons that attract you to be a customer of the bank?

b) Its image b) Its service

c) Products d) All of the above

3. Are you aware of the different services offered by HDFC

Bank?
a) Yes b) No
4. Do you know about these services of the banking industry?
a) Savings a/c b) Fixed deposits

c) Current a/c’s d) Demat a/c’s

e) Credit card f) Insurances

g) Mutual funds h) Loans

5. Which of these products are you using?

a) Savings a/c b) Fixed deposits

c) Current a/c’s d) Demat a/c’s

e) Credit card f) Insurances

g) Mutual funds h) Loans

6. Which of these products are you more interested in?

a) Savings a/c b) Fixed deposits

c) Current a/c’s d) Demat a/c’s

e) Credit card f) Insurances

g) Mutual funds h) Loans

7. Which of the following extra service of the banks would you Like to go in for?

b) Phone banking b) ATM c) Net banking d) Mobile banking

8. What is your perception regarding the service of the bank?

b) Good b) Average c) Poor

9. Are you satisfied with the dealing of the bank officials?

b) Yes b) No

10. Any problem you are facings regarding

the bank?
c) Timeliness c) Customer
relationship
d) Infrastructure d) Other

11. How will you rate the HDFC Bank in maintaining good customer relationship?

b) Good b) Average c) Poor

12. How likely are you to recommend Bank services to a friend or colleague?

a) Very unlikely
b) Somewhat unlikely
c) Neither likely nor unlikely
d) Very likely
e) Somewhat likely
13. What is your overall satisfaction rating with our Bank ?
a) Very dissatisfied b) Somewhat dissatisfied
c) Nether satisfied nor dissatisfied d) Very satisfied e) Somewhat satisfied