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Fdocuments - in - Custmer Satisfaction Regarding HDFC Bank
Fdocuments - in - Custmer Satisfaction Regarding HDFC Bank
ON
SUBMITTED TO
SESSION (2008-2010)
1
DECLARATION
I h er eb y d ec la re t ha t p ro je ct e nt it le d “ CUSTOMER SATISFACTION
REGARDING HDFC BANK ” su bmitted to PU NJA B TECH NICA L
UNIVERSITY, JALANDHAR in partial fulfillment of the requirement for
Master Degree of business administration (SEM –IIIrd) is my original
work. It is by my own and not copied one from other.
81407317174
Dated: ___________
2
GUIDER’S CERTIFICATE
CTIMIT
Jalandhar
3
Acknowledgement
This project report bears the imprint of those who had rendered their wholehearted
support and encouragement without whose help this effort of mine would be in vain. I
express my deep sense of gratitude and sincere thanks to my project guide Sr.Lect. Arti
Mehta for his directions, suggestion and information provided which were of utmost
importance for the successful completion of the project. I am also thankful to Mr. Rajiv
Bhatia for his proper guidance. I thankful to the employees of HDFC Bank for assisting
me in the timely completion of project.
VARUN BAWA
4
PREFACE
The summer training is an integral part of the course curriculum of Master of Business
Administration (M.B.A. 3rd). In this the student is in the position to analyze the integral
working of an organization with mature eyes and understand the dynamics in a much
better manner.
This particular project has been conducted at HDFC Bank. In the first phase of the
research project, there is a introduction of Banking, company profile and products of
HDFC Bank are given. After that a market research is performed with a sample size of
100 people. The research study was limited to Gurdaspur. Here, in my survey, I have
contacted the respondents through personal interviews with the help of questionnaires.
The main objective of the research is to know the customer satisfaction level and their
perception regarding HDFC Bank and to know the customer awareness regarding the
HDFC Bank’s products.
HDFC Bank should lay more stress on advertisements, both in print as well as in other
media. Opening up the sector will certainly mean new products, better packaging and
improved customer service. Both new and existing players will have to explore new
distribution and marketing channels. Potential buyers for most of Banks lie in the middle
class. Competitors must segment the market carefully to arrive at appropriate products
5
and pricing. Recognizing the potential, in the past three years, the nationalized Banks
have already begun to target niches like pensions, women, children and rural peoples.
EXECUTIVE SUMMARY
The report contains the organizational study done at HDFC Bank. The report title is
“CUSTOMER SATISFACTION REGARDIND HDFC BANK”.
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 Gurdaspur. For this purpose sample size of 100 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.
6
CONTENTS
7 HDFC BANK 8
9 Key Executives 11
12 Business strategy 17
14 Human resource 23
7
17 Achievements in 2009 28
19 Objectives 31
22 Findings 52
23 Suggestions 53
24 Limitations 54
25 Conclusion 55
26 Bibliography 56
8
Customers in human services are commonly referred to as service users, consumers or
clients. They can be individuals or groups. An organization with a strong customer
service culture places the customer at the centre of service design, planning and service
delivery. Customer centric organizations will:
Determine the customer’s expectations when they plan listen to the customer as
they design.
℘ Why is it important?
There are a number of reasons why customer satisfaction is important in Banking Sector:
• Meeting the needs of the customer is the underlying rationale for the
existence of community service organizations. Customers have a right to
quality services that deliver outcomes.
9
Banking means accepting the deposits from the customers for lending to the needy
and extending the other services as to issue of dd etc.nowadays after introduction of
private sector banks the banks have become a profit centre and the functions become
changed and now banks are doing the insurance and mutual funds also. but
nationalised banks are still service oriented in extending loans for Education loan,
and rural development activities.
10
Phase I
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan
and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of
Bombay (1840) and Bank of Madras (1843) as independent units and called it
Presidency Banks. These three banks were amalgamated in 1920 and Imperial Bank of
India was established which started as private shareholders banks, mostly Europeans
shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and
1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,
and Bank of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also experienced periodic
failures between 1913 and 1948. There were approximately 1100 banks, mostly small.
To streamline the functioning and activities of commercial banks, the Government of
India came up with The Banking Companies Act, 1949 which was later changed to
Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965).
Reserve Bank of India was vested with extensive powers for the supervision of banking
in India as the Banking Authority.
During those days public has lesser confidence in the banks. As an aftermath deposit
mobilisation was slow. Abreast of it the savings bank facility provided by the Postal
department was comparatively safer. Moreover, funds were largely given to traders.
Phase II
Government took major steps in this Indian Banking Sector Reform after independence.
In 1955, it nationalised Imperial Bank of India with extensive banking facilities on a
large scale especially in rural and semi-urban areas. It formed State Bank of India to act
as the principal agent of RBI and to handle banking transactions of the Union and State
Governments all over the country.
11
Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19th
July, 1969, major process of nationalisation was carried out. It was the effort of the then
Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country
were nationalised.
Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980
with seven more banks. This step brought 80% of the banking segment in India under
Government ownership.
The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:
After the nationalisation of banks, the branches of the public sector bank India rose to
approximately 800% in deposits and advances took a huge jump by 11,000%.
Banking in the sunshine of Government ownership gave the public implicit faith and
immense confidence about the sustainability of these institutions.
Phase III
This phase has introduced many more products and facilities in the banking sector in its
reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was
set up by his name which worked for the liberalisation of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being put
to give a satisfactory service to customers. Phone banking and net banking is introduced.
The entire system became more convenient and swift. Time is given more importance
than money.
The financial system of India has shown a great deal of resilience. It is sheltered from
any crisis triggered by any external macroeconomics shock as other East Asian
Countries suffered. This is all due to a flexible exchange rate regime, the foreign
reserves are high, the capital account is not yet fully convertible, and banks and their
customers have limited foreign exchange exposure.
12
13
Here we more concerned about private sector banks and competition among them.
Today, there are 27 private sector banks in the banking Sector: 19 old private sector
banks and 8 new private sector banks. These new banks have brought in state-of-the-art
technology and aggressively marketed their products. The Public sector banks are facing
a stiff competition from the new private sector banks. The banks which have been setup
in the 1990s under the guidelines Of the Narasimham Committee are referred to as NEW
PRIVATE SECTOR BANKS.
The Indian banking market is growing at an astonishing rate, with Assets expected to
reach US$1 trillion by 2010. An expanding Economy, middle class, and technological
innovations are all Contributing to this growth.
The country’s middle class accounts for over 320 million people. In correlation with the
growth of the economy, rising income levels, increased standard of living, and
affordability of banking products are promising factors for continued expansion.
14
By 2009 to 2010 few more names is going to be added in the list of foreign banks in
India. This is as an aftermath of the sudden interest shown by Reserve Bank of India
paving roadmap for foreign banks in India greater freedom in India. Among them is the
world's best private bank by Euro Money magazine, Switzerland's UBS.
The following are the list of foreign banks going to set up business in India:-
15
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.
16
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.
COMPANY PROFILE
HDFC BANK
17
HDFC bank ltd provides various financial products and services. It operates in three
segments: Retail Banking, Wholesale Banking, and Treasury. The Retail banking
segment provides various deposit products, including savings Accounts, current
accounts, fixed deposits, and demat accounts. It also offers Auto, personal, commercial
vehicle, home, gold, and educational loans; loans Against securities and property and
health care finance Working capital finance, construction equipment finance, and
warehouse Receipt loans, as well as credit cards, debit cards, depository, investment
Advisory, bill payments, and transactional services. In addition, this segment Sells third
party financial products, such as mutual funds and insurance, as Well as distributes life
and general insurance products through its tie-ups with insurance companies and mutual
fund houses. The wholesale banking Segment provides loans, non-fund facilities, and
transaction services to large Corporate, emerging corporate, small and medium
enterprise, supply chain, Public sector undertaking, central and state government
departments, and Institutional customers. It offers deposit and transaction banking
products, Supply chain financing, working capital and term finance, agricultural loans,
and funded non-funded treasury, and foreign exchange products. This segment’s services
include trade services, cash management, and money Market, custodial, tax collection,
and electronic banking. In addition, it provides correspondent bank services to co-
operative banks, private banks, foreign banks, and regional rural banks. The Treasury
Services segment operates primarily in areas, such as foreign exchange, money market,
interest rate trading, and Equities. As of March 31, 2009 HDFC bank had a network of
1,142 branches And 3,295 automated teller machines in 528 cities in India. The company
was founded in 1994 and is based in Mumbai, India.
As of March 31, 2008, the Bank’s distribution network was at 761 Branches and 1977
ATMs in 327 cities as against 684 branches and 1,605 ATMs in 316 cities as of March
31, 2007. Against the regulatory approvals for new branches in hand, the Bank expects
to further expand the branch network by around 150 branches by June 30, 2008. During
the year, the Bank stepped up retail customer acquisition with deposit accounts
increasing from 6.2 million to 8.7 million and total cards issued (debit and credit cards)
increasing from 7 million to 9.2 million. Whilst credit growth in the banking system
18
slowed down to about 22% for the year ended 2008-09, the Bank’s net advances grew by
35.1% with retail advances growing by 38.6% and wholesale advances growing by
30%, implying a higher market share in both segments.
The transactional banking business also registered healthy growth with cash
management volumes increased by around 80% and trade services volumes by around
40% over the previous year. Portfolio quality as of March 31, 2008 remained healthy
with gross nonperforming assets at 1.3% and net non-performing assets at 0.4% of total
customer assets.
KEY EXECUTIVES
Deepak Parekh
Executive Chairman
Aditya Puri
Adil Patrawala
Chief Operating Officer of HDFC Securities Limited and Whole time Director of HDFC
Securities Limited
Sunil Shah
Harish Engineer
19
Paresh Sukthankar
Head of Credit, Market Risk & Investor Relations, Executive Director and Member of
Risk Monitoring Committee.
Debajeet Das
VP, Treasury
In the era of globalization each and every sector faced the stiff competition from
their rivals and world also converted into the flat from the globe. After the policy of
liberalization and RBI initiatives to take the step for the private sector banks, more and
more changes are taking the part into it. That are create competition between the private
sector banks and public sector bank. Private sector banks are today used the latest
technology for the different transaction of day to day banking life. As we know that
Information Technology plays the vital role in the each and every industry and gives the
optimum return from the limited resources.
Banks are service industry and today it gives the innovative Technology application to
Banking industries. HDFC BANK is the leader in the industries and today IT and HDFC
BANK together combined they reached the sky. New technology changed the mind of
the customers and changed the queue concept from the history banking transaction.
Today there are different channels are available for the banking transactions. There are
20
drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the
year 2008 (25%). This type of technology gives the freedom to retail customers.
HDFC BANK is the very consistent player in the new private sector banks. New private
sector banks to withstand the competition from public sector banks came up with
innovative products and superior service.
PERSONAL BANKING
21
• Commercial
vehicles finance
• Home loans
• Retail business
banking
• Tractor loan
• Working Capital
Finance
• Construction
Equipment Finance
• Health Care
Finance
• Education Loan
• Gold Loan
WHOLESALE BANKING
22
Mutual Funds
Stock Brokers
Insurance Companies
Commodities Business
Trusts
BUSINESS MIX
23
Retail Wholesale
• HDFC Bank is a consistent player in the private sector Bank and have a
well balanced product and business mix in the Indian as well as overseas
markets.
• Higher retail revenues partly offset by higher operating and credit costs.
NRI SERVICES
24
India Link
Cheque Lockbox
Telegraphic/ Wire Transfer
Funds Transfer Cheques/DDs/TCs
BUSINESS STRATEGY
HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselves
against international standards and best Practices in terms of product offerings,
technology, service levels, risk management and audit & compliance. The objective is to
build sound customer franchises across distinct businesses so as to be a preferred
25
provider of banking services for target retail and wholesale customer segments, and to
achieve a healthy growth in profitability, consistent with the Bank's risk appetite. Bank
is committed to do this while ensuring the highest levels of ethical standards,
professional integrity, corporate governance and regulatory compliance. Continue to
develop new product and technology is the main business strategy of the bank. Maintain
good relation with the customers is the main and prime objective of the bank.
26
Believe in
Every successful organization has their own strategy to win the race in the competitive
market. They use some technique and methodology for smooth running of business.
HDFC BANK also acquired the Japanese technique for smooth running of work and
effective work place organization.
Five ‘S’ Part of Kaizen is the technique which is used in the bank For easy and
systematic work place and eliminating unnecessary things from the work place.
27
(1) SORT:-
Frequently Less
Required Frequently
Remove Required
everything from
workplace
Wanted but
(2) SYSTEMATIZE:-
Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of
ownership.
(4) STANDERDIZE:-
28
(5) SUSTAIN:-
It focuses on defining a new status and standard of organized work place. Sustain means
regular training to maintain standards developed under S-4. It brings in self- discipline
and commitment towards workplace organization.
LABELLING ON FILE
29
FILE NUMBER
SUBJECT
FROM DATE
TO DATE
OWNER
BOX LABEL
For Example
1/3/A/6
30
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
In the HDFC BANK each department has their different color coding apply on the
different file. Due to this everyone aware about their particular color file which is
coding on it and they save their valuable time. It is a part of Kaizen and also included in
the system of the Five ‘S’. Logic behind it that, the color coding is always differentiating
the things from the similar one.
HUMAN RESOURCES
31
The Bank’s staffing needs continued to increase during the year particularly in the retail
banking businesses in line with the business growth. Total number of employees
increased from 14878 as of March31, 2006 to 21477 as of March 31, 2007. The Bank
continues to focus on training its employees on a continuing basis, both on the job and
through training programs conducted by internal and external faculty.
The Bank has consistently believed that broader employee ownership of its shares has a
positive impact on its performance and employee motivation. The Bank’s employee
stock option scheme so far covers around 9000 employees.
32
It is more important for every organization to know about from where and where to spent
money. And balanced between these two things rupee earned and rupee spent are
required for smooth running of business and financial soundness. This type of watch can
control and eliminate the unnecessary spending of business. In this diagram it include
both things from where Bank earned Rupee and where to spent.
HDFC BANK earned from the ‘Interest from Advances’ 51.14 %, ‘Interest from
Investment’ 27.12 %, bank earned commission exchange and brokerage of 15.25 %.
These are the major earning Sources of the bank. Bank also earned from the Forex and
Derivatives and some other Interest Income. Bank spent 39.75 % on Interest Expense,
30.27 % on Operating Expense and 14.58 % on Provision. Bank also spent Dividend
and
Tax on dividend, Loss on Investment, Tax. As we discuss above that balancing is must
between these two for every organization especially in the era of globalization where
there are stiff competition among various market players.
33
RECENT DEVELOPMENT
The Reserve Bank of India has approved the scheme of amalgamation of Centurion
Bank of Punjab Ltd. with HDFC Bank Ltd. with effect from May 23, 2008.
All the branches of Centurion Bank of Punjab will function as branches of HDFC Bank
with effect from May 23, 2008. With RBI’s approval, all requisite statutory and
regulatory approvals for the merger have been obtained.
34
The combined entity would have a nationwide network of 1167 branches; a strong
deposit base of around Rs.1,22,000 crores and net advances of around Rs.89,000 crores.
The balance sheet size of the combined entity would be over Rs.1,63,000 crores.
Merger with Centurion Bank of Punjab Limited
On March 27, 2008, the shareholders of the Bank accorded their consent to a scheme of
amalgamation of Centurion Bank of Punjab Limited with HDFC Bank Limited. The
shareholders of the Bank approved the issuance of one equity share of Rs.10/- each of
HDFC Bank Limited for every 29 equity shares of Re. 1/- each held in Centurion
Bank of Punjab Limited. This is subject to receipt of Approvals from the Reserve Bank
of India, stock exchanges and other requisite statutory and regulatory authorities. The
shareholders Also accorded their consent to issue equity shares and/or warrants
convertible into equity shares at the rate of Rs.1,530.13 each to HDFC Limited
and/or other promoter group companies on preferential basis, subject to final
regulatory approvals in this regard. The Shareholders of the Bank have also approved
an increase in the authorized capital from Rs.450 crores to Rs.550 crores.
As on March 31, 2008, the Bank had a network of 761 branches and 1,977 ATMs in 327
cities. For the year ended March 31, 2008, the Bank reported a net profit of INR
15.90 billion (Rs.1590.2crore),up 39.3%, over the corresponding year ended
March 31, 2007. As of March 31, 2008 total deposits were INR 1007.69 billion,
(Rs.100,769 crore) up 47.5% over the corresponding year ended March 31, 2007.
Total balance sheet size too grew by 46.0% to INR 1,331.77 billion (133177 crore).
Leading Indian and international Publications have recognized the bank for its
performance and quality.
35
Centurion Bank of Punjab is one of the leading new generations Private sector banks in
India. The bank serves individual consumers, small and medium businesses and large
corporations with a full range of financial products and services for investing, lending
and advice on financial planning. The bank offers its customers an array of wealth
management products such as mutual funds, life and general insurance and has
established a leadership ‘position’. The bank is also a strong player in foreign exchange
services, personal loans, mortgages and agricultural loans.
Additionally the bank offers a full suite of NRI banking products to Overseas Indians.
On 29th August 2007, Centurion Bank of Punjab merged with Lord Krishna Bank
(LKB), post obtaining all requisite statutory and regulatory approvals. This merger
has further strengthened the geographical reach of the Bank in major towns and
cities across the country, especially in the State of Kerala, in addition to its existing
dominance in the northern part of the country.
36
ACHIEVEMENT IN 2009
37
SWOT ANALYSIS
STRENGTH WEAKNESSES
• Right strategy for the right • Some gaps in range for certain
products. sectors.
competitors. training.
38
Opportunities Threats
• Vulnerable to reactive
• Fast-track career development
opportunities on an industry-wide attack by major competitors
basis. • Lack of infrastructure in rural areas
39
• To know the customer satisfaction level and their perception regarding HDFC
Bank.
• To know the level of interest of customer regarding the different schemes of
bank.
40
RESEARCH METHODOLOGY
Research is a careful investigation or inquiry especially through search for new facts in
branch of knowledge: market research specifies the information. Required to address
these issues: designs the method for collecting information: manage and implements the
data collection process analyses the results and communicates the finding and their
implications.
Research problem is the one which requires a researcher to find out the best solution for
the given problem that is to find out the course of action, the action the objectives can be
obtained optimally in the context of a given environment.
RESEARCH DESIGN
A framework or blueprint for conducting the research project. It specifies the details of
the procedures necessary for obtaining the information needed to structure and/or solve
research problems. A good research design lays the foundation for conducting the
project. A good research design will ensure that the research project is conducted
effectively and efficiently. Typically, a research design involves the following
components, or tasks:
41
Data Collection: - The objectives of the project are such that both primary and
secondary data is required to achieve them. So both primary and secondary data was
used for the project. The mode of collecting primary data is questionnaire mode and
sources of secondary data are various magazines, books, newspapers, & websites etc.
1. Primary Data: The primary data was collected to measure the customer
satisfaction and their perception regarding HDFC Bank. The primary data was collected
by means of questionnaire and analysis was done on the basis of response received from
the customers. The questionnaire has been designed in such a manner that the
consumer’s satisfaction level can be measured and consumer can enter his responses
easily.
2. Secondary Data: The purpose of collecting secondary data was to achieve the
objective of studying the recent trends and developments taking place in banking.
Sample size –
Gurdaspur
Sampling Technique –
Convenient sampling.
After the data collection, it was compiled, classified and tabulated manually and with
help of computer. Then the task of drawing inferences was accomplished with the help
of percentage and graphic method.
42
20%
29%
14%
37%
Interpretation:
43
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.
45
40
35
30 image
25 Extra services
20 services
15 all of above
10
5
0
image
44
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.
Response No. of Respondents %age of Respondents
Yes 91 91%
No 9 9%
Total 100 100%
9%
91%
Yes No
45
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.
120
100
saving a/c
80 fixed deposits
current a/c
60 demat a/c
credit cards
40 mutual funds
loans
20
46
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%
mutual fund and 95% are aware of loans.
47
saving a/c
70 fixed deposits
60 current a/c
50
40 demat a/c
30
20 credit card
10 mutual funds
0 saving a/c
loans
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% mutual
fund and 47% are aware of loans.
48
30
25
saving a/c
20 FD's
current a/c
15 demat a/c
credit cards
10
mutual funds
5 loans
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.
49
40
35
saving a/c
30
FD's
25
current a/c
20 demat a/c
15 credit cards
mutual funds
10
loans
5
0
Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the best
product. 40% said FD’s are best. 12% said current a/c.10% said about mutual funds.5%
said about loans and no one rate demat a/c & credit card.
50
yes
69% 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.
51
all of these
non of these
bill payment
net banking
ATM
phone banking
0 20 40 60 80
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, 10% for bills payment, 5% don’t want
any innovative services and 10% want all these services.
52
60
50
40
Good
30 Average
Poor
20
10
Interpretation:
From the above graph it is clear that 35% of the respondents found the service of HDFC
Bank good, 55% found it average and 10% found it poor.
11. Are you satisfied with the dealing of the bank officials?
53
45
40
35
Yes
30
25
NO
20
TO some
15
extent
10
Interpretation:
From the above graph it is clear that 30% of the respondents are satisfied with the
dealing of the bank officials, 45% are not fully satisfied and 25% are dissatisfied.
54
80
70
Timeliness
60
50 Customer
relationship
40
Infrastrusture
30
20 Other
10
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.
55
very unlikely
somewhat
unlikely
neither likely
nor unlikely
somewhat
likely
very likely
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.
14. How will you rate the HDFC Bank in maintaining good
customer relationship?
56
bad
Average
good
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.
57
dissatisfied
Very satisfied 48 48%
Somewhat satisfied 20 20%
very dissatisfied
somewhat
dissatisfied
neither satisfied
somewhat satisfied
0 50 100 150
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.
► Majority of the customers are aware of services and extra services offered by
HDFC Bank. But not all the services.
58
► 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.
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► The Bank should make some efforts to improving good relationship with
customer.
► The bank should enhance their services according to the needs of the customer.
► The bank should make effort to aware the customers about their all the extra
services.
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It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few
shortcoming in this project also. Sincere efforts have been made to eliminate
discrepancies as far as possible but few would have reminded due to limitations of the
study. These are:
The information given by the respondent might be biased some of them might not
be interested to given correct information.
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CONCLUSION
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 by 2010. HDFC bank had a
network of 1,142 branches And 3,295 automated teller machines in 528 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.
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BIBLIOGRAPHY
• www.bnknetindia/com/banking/finance
• http://en.wikipedia.org/wiki/bankingfinancialcompany
• www.hdfcbank.com
• www.hdfcbank/products/finance
• www.google.com
• www.iloveindia.com.
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QUESTIONNAIRE
Address _____________________________________________________
a) its image ( )
c) products ( )
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f) Insurances yes/no
h) Loans yes/no
h) Loans yes/no
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f) Insurance yes/no
h) Loans yes/no
a) Saving a/c
c) Current a/c
d) De-mat a/c
f) Insurance
g) Mutual finds
h) Loans
the bank?
a) Yes
b) No
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Like to go in for?
a) Phone banking ( )
b) ATM ( )
c) Net banking ( )
d) Mobile banking ( )
e) Bill payment ( )
f) None of these ( )
g) All of these ( )
a) Good ( )
b) Average ( )
c) Poor ( )
11. Are you satisfied with the dealing of the bank officials?
a. Yes ( )
b. No ( )
c. To some extend ( )
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Others ( )
13. How likely are you to recommend Bank services to a friend or colleague?
(1) Very unlikely ( )
(2) Somewhat unlikely ( )
(3) Neither likely nor unlikely ( )
(4) Very likely ( )
(5) Somewhat likely ( )
14. How will you rate the HDFC Bank in maintaining good customer relationship?
(1) Good ( )
(2) Average ( )
(3) Poor ( )
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