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HDFC BANK PROJECT REPORT

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This document is a project report on the service

quality of HDFC Bank. It includes an introduction,
company profile of HDFC Bank, discussion of
service quality in banks, research objectives,
methodology, data analysis, findings, conclusion
and recommendations. It also includes various
appendices related to the project such as a
questionnaire. The overall aim of the report is to
evaluate the service quality provided by HDFC
Bank to its customers. Read less

Education Economy & Finance Business

Abhishek Keshri

PROJECTREPORT

ON

"SERVICEQUALITYOFHDFCBANK"
AT

HDFCBANK

(GOWLIOR)

HDFCBANK
SummerTrainingProjectReport
SubmittedinthepartialfulfillmentoftheRequirementfortheawardof
the
KNSWORLDMANAGEMENTCOLLEGE

(Batch2012-2014)

SUBMITTEDTO::- SUBMITTEDBY::-

KNSWORLDMANAGEMENTCOLLEGE ABHISHEKKUMARKESHRI

GURGAON PGDM4THTRIMISTER

1HDFCBANK
WEUNDERSTANDYOURWORLD

Block#G-1,MadhavRaoScindiaMarg,CityCenter,Lashkar,Gwalior,MP474011
Contactno-+91-07514015002Fax:+91-751-4988300Website:-www.hdfcindia.com

05.Aug.2013

TOWHOMSOEVERITMAYCONCERN
ThisiscertifythatMr.Abhishekkumarkeshri,PGDMstudentofKNSWORLD
MANAGEMENTCOLLEGE,fromGurgaon(HR)hassuccessfullycompletedInternship
programdatedfrom17'June2013to2thAugust2013.
Hisperformanceduringthetrainingwasverygood.

Wetakethisopportunitytowishhimgoodluckforfutureendeavors.

Thankingyou.
FORHDFCBANKGOWLIOR

(AuthorizedSignatory)

Block#G-1,MadhavRaoScindiaMarg,CityCenter,Lashkar,Gwalior,MP474011
Contactno-+91-07514015002Fax:+91-751-4988300Website:-www.hdfcindia.com

ACKNOWLEDGMENT

Itisreallyamatterofpleasureformetogetanopportunity
tothankallthepersonswhocontributeddirectlyor
indirectlyforthesuccessfulcompletionoftheprojectreport,
"ServiceQualityofHDFCbank".

IwishtoexpressmygratitudetothebranchmanagerMr.
NAVEENSHARMAofHDFCBANK,GOWLIORforgiving
meanopportunitytobeapartoftheiresteemorganization
andenhancemyknowledgebygrantingpermissiontodoa
summertrainingProject.Theyprovidedmewiththeir
assistanceandsupportwheneverneeded,whichhasbeen
instrumentalincompletionofthisproject.Iamthankfulto
them,fortheirsupportandencouragementthroughoutthe
tenureoftheproject.AlsoIamthankfultomyfacultyguide
MS.AMITAARORAfromK.N.S.WorldManagement
Collage,Gurgaon,forbeingasourceofsupportduringthis
trainingperiod.LastbutnottheleastIamgratefultoallthe
staffmembersofHDFCBankfortheirkindcooperationand
helpduringthecourseofmyproject.

Abhishekkumarkeshri
PGDM
abhin64@gmail.com

INDEX

CONTENTS PAGENO.

1.INTRODUCTION

2.COMPANYPROFILE

3.SERVICEQUALITYINBANKS

4.RESEARCHOBJECTIVE

5.RESEARCHMETHODOLOGY

6.DATAANALYSIS

7.FINDINGSOFTHEREPORT

8.CONCLUSION

9.RECOMMENDATIONS

10.BIBLIOGRAPHY

11.ANNEXURE:QUESTIONNAIRE

INTRODUCTIONOFBANKING

Servicewithasmile:

Today"sfinickybankingcustomerswillsettlefornothingless.Thecustomer
hascometorealizesomewhatbelatedlythatheistheking.Thecustomer"s
choiceofoneentityoveranotherashisprincipalbankisdeterminedby
considerationsofservicequalityratherthananyotherfactor.Hewants
competitiveloanratesbutatthesametimealsowantshisloanorcreditcard
applicationprocessedindoublequicktime.Heinsiststhathebepromptly
informedofchangesindepositratesandservicechargesandhebristleswith
„customaryrage"ifhisbankisslowtoredressanygrievancehemayhave.He
cherishestheconvenienceofimpersonalnetbankingbutduringhis
occasionalvisitstothebranchhealsowantsthecomfortofpersonalized
humaninteractionsandfacilitiesthatmakehisbankingexperience
pleasurable.Inshorthewantsfinancialhousethatwillmorethanjustclear
hischequeandupdateshispassbook:hewantsabankthatcaresandprovides
greatservices.

SodoesHDFCbankmeettheseheightenedexpectations?Whatarethe
customers"perceptionsofservicequalityofthebanks?Whichdimensionof
servicequalityofHDFCbankisperformingwell?Tofindoutanswerstothese
questionsIundertookasurveyof2branchesofHDFCbank.

Alotofsurveyshavebeendoneinthepasttounderstandtheaspectof
customersatisfactionandtofindoutthecustomerfriendlybanks.My
researchisconductedtofindout"SERVICEQUALITYOFHDFCBANK".

COMPANY
PROFILE

HDFCBANK
TheHousingDevelopmentFinanceCorporationLimited(HDFC)wasamongst
thefirsttoreceivean'inprinciple'approvalfromtheReserveBankofIndia
(RBI)tosetupabankintheprivatesector,aspartoftheRBI'sliberalisation
oftheIndianBankingIndustryin1994.ThebankwasincorporatedinAugust
1994inthenameof'HDFCBankLimited',withitsregisteredofficeinMumbai,
India.HDFCBankcommencedoperationsasaScheduledCommercialBankin
January1995.

HDFCBankcomprisesofadynamicandenthusiasticteamdeterminedto
accomplishthevisionofbecomingaWorld-classIndianbank.HDFCbank"s
businessphilosophyisbasedonourfourcorevalues-CustomerFocus,
OperationalExcellence,ProductLeadershipandPeople.Theybelievethatthe
ultimateidentityandsuccessoftheirbankwillresideintheexceptional
qualityofpeopleandtheirextraordinaryefforts.Theyarecommittedto
hiring,developing,motivatingandretainingthebestpeopleintheindustry.
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BUSINESSFOCUS

HDFCBank'smissionistobeaWorld-ClassIndianBank.Theobjectiveisto
buildsoundcustomerfranchisesacrossdistinctbusinessessoastobethe
preferredproviderofbankingservicesfortargetretailandwholesale
customersegments,andtoachievehealthygrowthinprofitability,consistent
withthebank'sriskappetite.Thebankiscommittedtomaintainthehighest
levelofethicalstandards,professionalintegrity,corporategovernanceand
regulatorycompliance.HDFCBank'sbusinessphilosophyisbasedonfour
corevalues-OperationalExcellence,CustomerFocus,ProductLeadershipand
People.

MISSIONSTATEMENTOFHDFCBANK

*WorldClassIndianBank.

*Benchmarkingagainstinternationalstandards.
*Tobuildsoundcustomerfranchisesacrossdistinctbusinesses

*Bestpracticesintermsofproductofferings,technology,service
levels,riskmanagementand
audit&compliance

VISIONSTATEMENTOFHDFCBANK

TheHDFCBankiscommittedtomaintainthehighestlevelofethical
standards,professionalintegrityandregulatorycompliance.HDFCBank"s
businessphilosophyisbasedonfourcorevaluessuchas:-

1.Operationalexcellence.

2.CustomerFocus.
10

ItisalsoaleadingproviderofDepositoryParticipant(DP)servicesforretail
customers,providingcustomersthefacilitytoholdtheirinvestmentsinelectronic
form.HDFCBankwasthefirstbankinIndiatolaunchanInternationalDebitCard
inassociationwithVISA(VISAElectron)andissuestheMastercardMaestrodebit
cardaswell.TheBanklauncheditscreditcardbusinessinlate2001.ByMarch
2010,thebankhadatotalcardbase(debitandcreditcards)ofover14million.The
Bankisalsooneoftheleadingplayersinthe"merchantacquiring"businesswith
over90,000Point-of-sale(POS)terminalsfordebit/creditcardsacceptanceat
merchantestablishments.TheBankiswellpositionedasaleaderinvariousnet
basedB2Copportunitiesincludingawiderangeofinternetbankingservicesfor
FixedDeposits,Loans,BillPayments,etc.

TREASURY

Withinthisbusiness,thebankhasthreemainproductareas-ForeignExchange
andDerivatives,LocalCurrencyMoneyMarket&DebtSecurities,andEquities.
WiththeliberalisationofthefinancialmarketsinIndia,corporatesneedmore
sophisticatedriskmanagementinformation,adviceandproductstructures.These
andfinepricingonvarioustreasuryproductsareprovidedthroughthebank's
Treasuryteam.Tocomplywithstatutoryreserverequirements,thebankisrequired
tohold25%ofitsdepositsingovernmentsecurities.TheTreasurybusinessis
responsibleformanagingthereturnsandmarketriskonthisinvestmentportfolio.

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DIMENSIONSOFSERVICEQUALITY

TANGIBILITY:Thisdimensiondealwithmodernlookingequipmentsandvisual
appealingpartofbanks.

RELIABILITY:Thisdimensionhasadirectpositiveeffectonperceivedservice
qualityandcustomersatisfactioninbankinginstitutions.Banksmustprovideerror
freeserviceandsecureonlinetransactionstomakecustomersfeelcomfortable.

RESPONSIVENESS:Customersexpectthatthebanksmustrespondtheirinquiry
promptly.Responsivenessdescribeshowoftenabankvoluntarilyprovides
servicesthatareimportanttoitscustomers.Researchersexaminingthe
responsivenessofbankingserviceshavehighlightedtheimportanceofperceived
servicequalityandcustomersatisfaction.

ASSURANCE:Customerexpectsthatthebankmustbesecuredandthebehavior
oftheemployeesmustbeencouraging.

EMPATHY:individualattention,customizedserviceandconvenientbanking
hoursareverymuchimportantintoday"sservice.

Inordertoachievebetterunderstandingofservicequalityinbankingsector,
theproposedfiveservicequalitydimensionsareconceptualizedtoillustrate
theoverallservicequalityofthebankinginrelationtocustomers"and
providersperspective.

Bankingwasinthesectorfeaturingmediumgoodsandhighercustomer
producerinteractions,sinceinbanking,consumersandserviceproviders
interactpersonallyandtheuseofgoodsisatamediumlevel.Hence,in
banking,wheretherearehighcustomer-producerinteractions,thequalityof

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