A PROJECT REPORT

ON
“CUSTOMER SATISFACTION REGARDING HDFC
BANKING SERVICES”

FOR

HDFC BANK PVT LIMITED

SUBMITTED BY

Ajay Vijay Datir

under the guidance of,

Dr. prabha singh

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

In the partial fulfillment of the requirements for the
award of the degree of

MASTERS IN BUSINESS ADMINISTRATION (MBA)

through

IMPERIAL COLLEGE OF ENGINEERING AND RESEARCH WAGHOLI PUNE 412207 MBA

DEPARTMENT
BATCH 2021-2023

1
 DECLARATION

This is to declare that I,Ajay Vijay Datir of MBA (2021-2023), have given original data and information to
the best of my knowledge in the project report title “TO STUDY OF CUSTOMER SATISFACTION
REGARDING HDFC BANKING SERVICES” under the guidance of DR.Prabha Singh and that, no part
of this information has been used for any other assignment but for the partial fulfillment of the requirement
towards the completion of the said course.

I have prepared this report independently and I have gathered all the relevant information personally. I have
prepared this project for M.B.A. for the year 2021- 2023

I also agree in principal not to share the vital information with any other person outside the organization and
will not submit the project report to any other university.

NAME :

PLACE :

DATE :

2
 ACKNOWLEGEMENT

Success is not a description, but a journey. While I reach towards the end of this journey, I realized I may not have
come this far without the guidance, help and support of the people who acted as guides, friends and torch bearers
along the way.I take this opportunity to our Principal Dr.R.S Deshpande without their cooperation I would not
have been able to complete this project.I express my deepest and most sincere thanks to my organization guide,
Prof. Dr.Prabha Singh from who I had the opportunity to learn a lot, I would like to thank her for giving me
valuable suggestion and guidance with which, my project would have been complete.

NAME :

DATE :

3
 INDEX
Chapter Particular Page
No. No.
I Introduction 1-5

Research Methodology 9-13

3.1 Objective of study 10
3.2 Statement of Problem 10
II 3.3 Research Design 11
3.4 Data Collection 12
3.5 Limitations 13

III Organizational Profile 14-24

IV Theoretical background
V Data Analysis and Interpretation 25-40

Findings,Suggestions,Conclusion 41-46
6.1 Findings 42
6.2 Suggestions & Recommendations 43
VI
6.5 Conclusion

VII Bibliography 48

VIII Annexure 49

4
 -

IntroductionofProject

1. Introductionofproject
2. Banking
3. StructureofBanking

1
 INTRODUCTIONOFTHEPROJECT

The report contains the organizational study done at HDFC Bank There
porttitleis"CUSTOMER SATISFACTION REGARDIND HDFC BANKING SERVICES".

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.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 1 nainreasons people investin banks.On the whole HDFC bank
is a good place to work at. Every never 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 it self in India .With an improvement in
the sales techniqu esused,a fair bit of advertising and modifications to the existing product
portfolio, HDFC wouldbe all set to capture the banking market in India as it has around
theglobe.

2
3
 INTRODUCTION OF BANKING

Banking means accepting the deposits from the customers for lending to the needy
andextending the other services as to issue of dd etc.now a days 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 oriente dinextending loans for Education loan,and rural
development activities.
A bank is an organization which lends money to the borrowers for a purpose full task, and
providesa facility to deposit and withdraw money when needed and charge for it.

4
 BANKING STRUCTURE ININDIA

Scheduled Banks in India

(A) ScheduledCommercialBanks

Publicsector Privatesector ForeignBanksi RegionalRural

Banks Banks nIndia Bank

(12) (21) (46) (43)

• Nationalized
Bank
• Other
PublicSector
Banks(IDBI)
• SBI and
itsAssociat
es

(B) ScheduledCooperativeBanks

Here we more concen1ed about private sector banks and competition among them. Today, there are
27private sector banks in the banking Sector: I9 old private sector banks and 8 new private
sectorbanks. These new banks have brought in state-of-the-art technology and aggressively 1narketed
theirproducts. The Public sectorbanksarefacing a stiff competition from the new private sector
banks.Thebankswhichhavebeensetupinthe1990sunder the guidelines Of the
Narasimha1nCo1runitteearereferredtoasNEWPRIVATESECTORBANKS.

5
 -

LITERATUREREVIEW

1.LiteratureReview

6
 LITERATUREREVIEW

DuttaK.andDuttaA.(2009)
Investigated the perception of expectation of customers across all the banks in India.
Thisstudyshowedthatcustomersaremostsatisfiedwiththeservicesofforeignbanksfollowedbypr
ivateandpublicbanks.ThisstudysuggestedthatIndianpublicbanksshouldimprovetheirbankings
ervices.

UppalR.K.(2010)
Conducted studies on customer complaints and this research showed that
excellentcustomerserviceandcustomersatisfactionhelptosustainbusinessgrowth.Furthermorei
tshowed that customer complaints are continuously increasing in the public sector
banksadverselyaffectingCustomers'satisfactionandperformance.
Thisresearchalsosuggestedthatestablishing acustomercarecenterinallbankswould
helpsolvecustomercompliantonaprioritybasis.

NaveenKumarandV.K.Gangal(2011)
examined custo1ner satisfaction in new generation banks showing customer
expectationsincreasing rapidly in the banking industry of India. New customers looked the
best servicesat a reasonable price. The result reveA/cd that, the majority of Indian banks
were not verydiversified in te1ms of the product and services they offer. Further, it suggests
that, in thecompetitive banking industry, banks have to implement strategic focus customer
satisfyingaspectsforretainingasmanycustomersaspossible.

EdwinM.&FathimaS.(2011)
conductedastudyontheimpactofservicequalityandcustomersatisfactionincommercialbanks.Thiss
tudyshowsthatthereiscloselinkbetweenthecustomers'perceptionontheservice quality factor and
customer satisfaction. It further showed that the impact of theservice quality factor on
customer satisfactionis unique. It brought the suggestion that
bankmanagershavetoformulateappropriatemarketingstrategiestosatisfytheircustomers.

7
NirmaljeetVirkandPrabhjotKaurMahal(2012)
CariedoutastudyoncustomersatisfactioninpublicandprivatebanksofIndia.Privatebankmangers
maintainbetterpersonalrelationshipwithcustomersthanthepublicbankmanagersandthisfactordet
erminesthecustomers'satisfactiontoalargeextent.

8
 -3

Researchmethodology

1) ObjectiveOfStudy
2) Scope
3) ResearchMethodology
4) ResearchDesign
5) DataCollection
6) Limitations

9
 OBJECTIVESOFTHESTUDY

1) To know the customer satisfaction and their perception regarding HDFC Bank.
2)To create awarness among the customer regarding the Bank products.

3)To know the preference of customer regarding the extra services.

4)To know the problems of customer regarding bank.

STATEMENTOFPROBLEM

A studyoncustomer satisfaction level regarding HDFC bank is study ofcustomer 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.
There search covers the customer opinionon 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

10
 RESEARCHMETHODOLOGY

Research is a careful investigation or inquiry especially through search for new facts inbranch
of knowledge: market research specifies the information. Required to address theseissues:
designs the method for collecting infomation the data collectionprocess analyses
theresultsandcomunicatesthefindingandtheirimplications.

Research problem is the one which requires a researcher to find out the best solution for
thegiven problem that is to find out the course of action, the action the objectives can be
obtainedoptirnallyinthecontextofagivenenviron1nent.

RESEARCHDESIGN

A framework orblueprintfor conducting theresearchproject,it specifies the details of

theprocedures necessary for obtaining the information needed to structure and/or
solveresearch problems . Agood research designlays the foundation for conducting the
project.Agood research design will ensure that the research project is conducted effectively
andefficiently.Typically,aresearchdesigninvolvesthefollowingcomponents,ortasks:

 Definetheinformationneeded.
 Specifythemeasurementandscalingprocedures.
 Constn1ctandpresentaquestionnaireoranappropriateformfordatacollection.
 Specifythesamplingprocessandsamplingsize.
 Developaplanofdataanalysis.

11
 DATACOLLECTION

The objectives of the project are such that both primary and secondary data is required
toachieve them. So both primary and secondary data was used for the project. The mode
ofcollecting primary data is questionnaire 1node and sources of secondary data are
variousmagazines,books,newspapers,&websitesetc.

1. Primary Data: The primary data was collected to measure the customer
satisfactionand their perception regarding HDFC Bank. The primary data was collected by
means ofquestionnaire and analysis was done on the basis of response received from the
customers.The questionnaire has seen designed in such a manner that the consumer's
satisfaction levelcanbemeasuredandconsumercan enterhisresponseseasily.

2. SecondaryData:Thepurposeofcollectingsecondarydatawastoachievetheobjectiveofstudyin
gthetrendsanddevelopmentstakingplaceinbanking.

 Samplesize-

100customerswereselected.

 SamplingUnit-

HDFCBank

 SamplingTechnique-

Convenientsampling

 Typesofresearchdesignused-

Exploratoryresearchdesign

 AnalysisandInterpretation

After the data collection,it was compiled,classifiedandtabulatedmanually andwithhelpof

computer. Then the task of drawing inferences was accomplished with the help
ofpercentageandgraphicmethod.
12

12
 LIMITATIONSOFTHESTUDY

It is said, "Nothing is perfect" and if the quite is true, I am sure that there would be
fewshortcominginthisprojectalso.Sincereeffo1tshavebeenmadetoeliminatediscrepanciesasfara
spossiblebutfewwouldhaveremindedduetolimitationsofthestudy.Theseare:

 Theresearchwascarriedoutinashortperi

od.Limitedsamplesize.

 Theinformationgivenbytherespondentmightbebiasedsomeofthemmightnotbeintere
stedtogivecorrectinformation.

 Someoftherespondentsofthesurveywereunwillingtoshareinformation.

13
 -4

ORGANISATIONALPROFILE

 HDFCBank
 CompanyProfile
 KeyExecutives
 TechnologyusedinHDFCBank
 ProductandCustomerSegments
 NRIServices
 SWOTAnalysis

14
COMPANYPROFILE

STRONGNATIOALNETWORK

HDFCbankltdprovidesvariousfinancialproductsandservices.Itoperatesinthreesegments:Retail
Banking, WholesA/c Banking, and Treasury. The Retail bankingprovides variousdeposit
products, including savings Accounts, current accounts, fixed deposits, and demataccounts. It
also offers Auto, personal, commercialvehicle, home, gold, and
educationalloans;loansAgainstsecuritiesandpropertyandhealthcarefinanceWorkingcapitalfina
nce,construction equipment finance, and warehouse Receipt loans, as well as credit cards,
debitcards,depository,investmentAdvisory,billpayments,andtransactionalservices.Inaddition,t
hissegmentSellsthirdpartyfinancialproducts,suchasmutualfundsandinsurance,asWellas
distributes life and general insurance products through its tie- ups with insurance companiesand
1mutualfundhouses.Thewholes A/c banking Segment provides loans, non-fundfacilities, and
transaction services to large corporate, small and medium enterprise, supply
chain,Publicsectorundertaking,centralandstategovernmentdepartments,andInstitutionalcustom
ers.It offers deposit and transactionbanking products, Supply chain financing,working capital
and term finance, agricultural loans, and funded non-funded treasury,
andforeignexchangeproducts.Thissegment'sservicesincludetradeservices,cashmanagement,an
d money Market, custodial, tax collection, and electronic banking. In addition, it prov
idescorrespondentbankservicestoco-
operativebanks,privatebanks,foreignbanks,andregionalrural banks. The Treasury Services
segment operates in areas, such as foreign exchange,
moneymarket,interestratetrading,andEquities.AsofMarch31,2015HDFCbankhadanetworkof4,
014branchesAndll,766automatedtellermachinesin 2464citiesinIndia.Thecompany
,vas foundedin1994andisbasedinMumbai,India.

March2006 March 2009 March 2015 March2016

Cities 228 528 2464 2587
Branches 535 1142 4014 4281
ATM's 1323 3295 11766 12054

As of March 31, 2009, the Bank's distribution network was at 528 Branches and 1142
ATMsin 3295 cities as against 535 branches and 1,323 ATMs in 228 cities as of March 3 I,
2006.Against the regulatory approvals for new branches in hand, the Bank expects to further
expandthe branch network by around 150 branches by June 30, 2008. During the year, the
Banksteppedupretailcustomeracquisitionwithdepositaccountsincreasingfrom
6.2 millionto8.71nillionandtotalcardsissued(debitandcreditcards)increasingfrom7
millionto9.2million.Whilstcreditgrowthinthebankingsystemsloweddowntoabout

16
15
22%fortheyearended2008-09,theBank'snetadvancesgrewby35.l
%withretailadvancesgrowingby 38.6% and wholesA/c advances growing by 30%, implying a
highermarket shareinbothsegments.

The transactional banking business also registered healthy growth with cash
managementvolumes increased by around 80% and trade services volumes by around 40%
over
thepreviousyear.PortfolioqualityasofMarch31,2008remainedhealthywithgrossnonperforminga
ssetsat1.3%andnetnon-performingassetsat0.4%oftotalcustomerassets.

17
 THEORETICAL 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
in1994.The bank was in corporated in August 1994 in the name of 'HDFC Bank Limited',
with its registered office in Mumbai, India. HDFC Bank commercial operations as a
Scheduled Commercial Bank in January1995.
HDFC is India's premier housing finance company and enjoy sanimpeccabletrack recordin
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 1million welling units. HDFChas
developed significan texpertise in retail mortgage loans to different market segrnent sandal
sohasa large corporate client base for its housing related credit facilities.With its experiencein the
financial markets, a strong market reputation, large shareholder base and unique customer
franchise,HDFC was ideally positioned to promotea bank in the Indian environment.
HDFC Bank began operations in 1995 with a mission to be a " World Class Indian Bank." It
realized that only as ingle minded focus on product quality and service excellence'A' would help
us get there.Today,the Bank is proud to say that it is well on its way towards that goal.

You can view Chairman ,CEO, CFO,Management, BoardofDirectorsandKey Executives

of HDFC Bank Ltd.

Name Designation

AN Roy Director

AdityaPuri CEO

AdityaPuri Managing Director

Bobby Parikh Director

Kaizad Bharucha ExecutiveDirector

Keki Mistr Malay ankar

Patel Paresh Sukth

18
D irectorDirector

Deputy Managing Director

Pattho Datta Director

Renu Karnad Director

Sanjay Dongre Exe.VicePresident(Legal)&Co.SecretarySec

Sanjay Dongre retary

19
 TECHNOLOGYUSEDINHDFCBANK

In the era of globalization each and every sector faced thestiff compete it ion from
theirrivalsand world also converted into the flat theglobe .Afterthepolicyof liberalization and
RBIinitiativesto takethe step for the private sectorbanks, more and more changes are taking
thepartinto it. That are create competitionbetween the private
sectorbanksandpublicsectorbank.Privatesectorbanksaretodayusedthelatest
technologyforthedifferenttransactionofdaytodaybankinglife.Aswekno,w,that
lnformation Technology plays the vital role in the each and every industry and gives
theoptimumreturnfromtheli1nitedresources.

BanksareserviceindustryandtodayitgivestheinnovativeTechnologyapplicationtoBankingind
ustries.

HDFCBANKistheleaderintheindustriesandtodayITandHDFCBANKtogethercombinedtheyr
eachedthesky.Ne,v.technologychangedthemindofthe
customersandchangedthequeueconceptfromthehisto1ybankingtransaction.Todaytherearediffere
ntchannelsareavailableforthebankingtransactions.Therearedrasticallychangesseenintheuseo
fInternetbanking,inayear2001(2%)andintheyear2008(25%).ThistypeoftechnologygivestheFr
eedomtoretailcustomers.

HDFC BANK is the very consistent player in the ne\v private sector banks. New private
sectorbanks to withstand the competition from public sec torbankscameup with
innovativeproductsandsuperiorsevice.

20
 PRODUCTANDCUSTOMERSEGMENTS

PERSONAL BANKING

Loan Product DepositProduct Investment&Insurance

• AutoLoan • SavingA/c • MutualFund

• Loan • Currenta/c • Bonds
AgainstSecurity • Fixeddeposit • KnowledgeCentre
• Loan • Demata/c • Insurance
AgainstProperty • Safe • General and
• Personalloan
• Creditcard DepositLockers HealthInsurance
• 2-wheelerloan • EquityandDerivatives
• Commercialveh • MudraGoldBar
iclesfinance
• Horneloans
• Retail

businessbanking
• Tractorloan
• Working
CapitalFinance
• ConstructionEquip
mentFinance
• Health
CareFinance
• EducationLoan
• GoldLoan

Cards PaymentServices AccessToBank

21
• CreditCard • NetSafe • NetBanking
• DebitCard • Merchant • OneView
PrepaidCard • PrepaidRecharge • lnstaA/crt
•
• Billpayments • MobileBanking
• VisaBillpay • ATM
• InstaPay • PhoneBanking

22
-------------------------------- • DirectPay • EmailStatements
ForexServices VisaMoney BranchNetwork
• •
-- - - - - -- -- Transfer
• Product&Services
• e- MoniesElectronic
• TradeServices FundsTransfer
• Forex OnlinePaymentofD
•
serviceBranch irectTax
Locater
• RBIGuidelines

WHOLES A/CBANKING

Corporate SmallandMedium FinancialInstitutions

Enterprises andTrusts

• FundedSe1vices • FundedServices BANKS

• Non • NonFundedSe1vices • ClearingSub-Membership
FundedServices • SpecializedServices • RTGS-submembership
• Value • Valueaddedservices • FundTransfer
AddedServices InternetBanking • ATMTie-ups
•
• InternetBanking • CorporateSalaryA/c
• TaxCollection
Financial Institutions

MutualFunds

StockBrokers

InsuranceCompanies

CommoditiesBusiness

Trusts

23
 NRISERVICES

Accounts&Deposits Remittances

• RupeeSavingA/c • NorthAmerica
• RupeeCurrentA/c • UK
• RupeeFixedDeposits • Europe
• ForeignCurrencyDeposits • SouthEast Asia

• AccountsforRetun1ingIndians • MiddleEast
• Africa
Others
•
 Quickremit
 IndiaLink
 ChequeLockbox
 Telegraphic/Wiretransfer
 FundsTransferCheque/DDs/TCs

Investment&Insurances Loans

• MutualFunds • HomeLoans
• Insurance • LoansAgainst Securities
• PrivateBanking • LoansAgainstDeposits
• PortfolioInvestmentScheme • GoldCreditCard

PaymentServices AccessToBank

• NetSafe • NetBanking
• BillPay • OneView
• InstaPay • lnstaAlert.
• DirectPay • ATM
• VisaMoney • PhoneBanking
• OnlineDonation • EmailStatements
• BranchNetwork

24
BUSINESSSTRATEGYSWOTANALYSI
S

WEAKNESSES

25
 Opportunities Threats

• Profitmarginswillbegood. • Legislationcouldimpact

• Couldextendtooverseasbroadly. • Greatriskinvolved
• New,specialistapplications. • Veryhighcompetitionprevailinginth

• Couldseekbettercustomerdeals. eindustry.

• Fast- • Vulnerabletoreactive

trackcareerdevelopmentoppo1tunities attackbymajorcompetitors
onanindustry-widebasis. • Lackofinfrastructureinareasco

• Anappliedresearchcentretocreateopp uldconstraininvestment.
ortunities for
• Highvolume/lowcostmarketi
developingtechniquestoprovideadde
d-value

26
 - 5
Dataanalysis&interpretation

1.Dataanalysis&interpretation

25

27
1. ForhowlongyouarepartofHDFCBank?

Response No.ofRespondents %ofRespondents

Lessthan6Months 20 20%
LessthanIYear 37 37%
Lessthan2Years 14 14%
More than2Years 29 29%
Total 100 100%

Interpretation:

FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofHDFCBankfromlastoneye
ari.e.37%;29%oftherespondentsarepartofHDFCBankfi-01nlastmorethan2years; 20%
respondents from 6 months and remaining 14% respondents are part of
HDFCBankforlasttwo years.

26
2. Whatarereasonsthatattractyoutobeacustomerofthebank?
Response No.ofRespondents %ofRespondents
Images 25 25%
ExtraServices 25 25%
Services 45 45%
Allofabove 5 5%

Interpretation:

From the above graph it is clear that majority of the respondents i.e. 45% are become
partof HDFC Bank because of its services; 25% because of its image; 25% because of its
extraservicesandrestbecauseofallthethreefactors.

27
 3. Are you aware of the different services offered by HDFCBank?

Response No.ofRespondents %ofRespondents

Yes 91 91%
No 9 9%
Total 100 100%

Interpretation:

From the above graph it is clear that majority of the respondents are aware of products
andservicesofferedbyHDFCBanki.e.9I
%and9%respondentsarenotawareofservicesofferedbyHDFCBank.

28
4. Doyouknowaboutthesefollowingservicesofthebank?

Response No.ofRespondents %ofRespondents

Saving A/c 100 100%
Fixeddeposits 100 100%
Current-A/c 53 53%
Demata/c 5 5%
Creditcards 25 25%
Mutualfunds 16 16%
Loans 95 95%

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%1nutualfundand95%areawareofloans.

29
5. Whichoftheseservicesareyouusing?

Response No.ofRespondents %ofRespondents

Saving A/c 65 65%
Fixeddeposits 58 58%
Current 40 40%
Demata/c 3 3%
Creditcards 0 0%
Mutualfunds 10 10%
Loans 47 47%

Interpretation:

From the above graph it is clear that majority of the respondents are using saving a/c
i.e.65%.58%areusingFD's,40%currenta/c,3%demata/c,0%creditcard,
10%mutualfundand47%areawareofloans.

30
6. Whichoftheseservicesareyoufurtherinterestedin?

Response No.ofRespondents %ofRespondents

SavingA/c 20 20%
Fixeddeposits 24 24%
Current-A/c 10 10%
Demata/c 0 0%
Creditcards 0 0%
Mutualfunds 23 23%
Loans 19 19%

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% mutualfund, 19%inloans
andnobodyisinterestingincreditcardsanddemata/c’s.

31
7. Whichserviceofthebankwouldyouratethebest?

Response No.ofRespondents %ofRespondents

SavingA/c 33 33%
Fixeddeoosits 40 40%
Current-A/c 12 12%
Demata/c 0 0%
Creditcards 0 0%
Mutualfunds 10 10%
Loans 5 5%

Interpretation:

Fromtheabovegraphitisclearthat33%oftherespondentratesavinga/
c,thebestproduct.40%saidFD'sarebest.12%saidcurrentac.10%saidaboutmutualfunds.5%saidabo
utloansandnooneratedemata/c&creditcard.

32
8. DoyouknowabouttheExtraservicesbeingprovidedbythebank?

Response No.ofRespondents %ofRespondents

Yes 69 69%
No 41 41%

Interpretation:

From theabovegraph it isclearthat69%of the respondentsareknownabout

theinnovativeservicesand therestisunknownaboutit.

33
9. WhichofthefollowingExtraserviceofthebankwouldyouliketog
oinfor?

Response No.ofRespondents %ofRespondents

Phonebanking 5 5%
ATM 60 60%
Netbanking 10 10%
Billpayment 10 10%
Nonofthese 5 5%
Allofthese 10 10%

Interpretation:

Fromtheabovegraphitisclearthat5%oftherespondentswouldliketogoforphonebanking,60% for
ATM's, 10% for net banking, 10% for bills payment, 5% don't want any
innovativeservicesand10%antalltheseservices.

34
10. Whatisyourperceptionabout theserviceofthebank?

Response No.ofRespondents %ofRespondents

Good 35 35%
Average 55 55%
Poor 10 10%

Interpretation:

Fromtheabovegraphitisclearthat35% oftherespondentsfoundtheserviceofH
DFCBankgood,55%founditaverageand10%foundit 11

35

35
11. Areyousatisfiedwiththedealingofthebankofficials?

Response No.ofRespondents %of Respondents

Yes 30 30%
No 25 25%
Tosomeextent 45 45%

Interpretation:

Fromtheabovegraphitisclearthat30%oftherespondentsaresatisfiedwiththedealingofthebankoffic
ials,45%arenotfullysatisfiedand25%aredissatisfied.

36
12. Anyproblemyouarefacingregardingthebank?

Response No.ofRespondents %ofRespondents

Timeliness 78 78%
Customerrelationship 12 12%
Infrastructure 10 10%
Others 0 0%

Interpretation:

From the above graph it is clear that 78%of

therespondentfacingtheproblemoftimeliness,12%customer
relationshipand10%ofinfrastructure.

37
 13. How likely are you to recommend Bank services to afriendorcolleague?

Response No.ofRespondents %ofRespondents

veryunlikely 8 8%
Somewhatunlikely 30 30%
Neitherlikelynorunlikely 17 17%
So1newhatlikely 35 35%
vervlikely 10 10%

Interpretation:

From the above graph it is clear that 8% of the respondents are unlikely to
recommendtheproductsof HDFC Bank totheir friendsandcolleagues, 30% said
so1newhatunlikely, 17% said neither likely nor unlikely, 35% said somewhat likely and
10% saidverylikely.

38
14. How
willyouratetheHDFCBankinmaintaininggoodcustomerrelati
onship?

Response No.ofRespondents %ofRespondents

Good 20 20%
Average 57 57%
Poor 33 33%

Good
19%

Poor
28%

Average
53%

Good Average Poor

Interpretation:

From the above graph it is clear that 20% of the respondents said HDFC Bank is good
inmaintaining customer relationship, 57% said it is average and rest 33% said it is poor in
themaintenance.

39
 15. Whatisyouroverallsatisfactionratingwithourbank?

Response No.ofRespondents %of Respondents

Verydissatisfied 2 2%
Somewhatdissatisfied 9 9%
Neither satisfied 21 21%
nordissatisfied RespondantColumn2Column1

60
Verysatisfied 48 48%
Somewhatsatisfied 20 20%
50 48

40

30

21
20
20

9
10

0
Verydissatisfied Somewhatdissatisfied Neithersatisfiednordissatisfied Verysatisfied Somewhatsatisfied

Interpretation:

Fromtheabovegraph itisclear that48%of therespondents are very satisfied with thebank, 20%
are so1new hat satisfied, 21% are neither satisfied nor dissatisfied,9% are
someanwhatdissatisfiedand2%areverymuchdissatisfiedwiththebank.

40
 -6

FindingsandConclusion

1. Findings
2. Suggestions
3. Learningofthestudent
4. ContributionofHost
5. Conclusion

41
 FINDINGSOFTHESTUDY

• Majorityofthecustomersare satisfiedwithHDFCBank.

• Majority of the customers are aware of services and extra services offered by
HDFCBank.Butnotalltheservices

• The majorityofthecustomersfoundservicesofthebankareaverage.

• Majorityoftherespondentsarefoundthebankisaverageinmaintainingthegoodcusto
merrelationship.

• Majorityoftherespondentsaidthattheyarefacingtheproblemoftimelinessandrestaref
acing problemofcustomerrelationshipandinfrastructure

• The perception of the majority of the customer regarding the bank is good
becausemajority of the customers are satisfied with the bank and they also
recommendtheproductsofthebank.

• Themost preferable extra serviceis ATM's and theless preferable services are
billspayment,netbankingandphonebanking.

• The majorityofcustomersaremoreinterestedinFD's,mutualfundsandsavinga/cs.

• The majority of the customer are satisfied with the dealing of the officials
uptosomeextent

• Mainfactorthatattractcustomerstowardsbankistheservicesofthebank.

• Services that aremostusedby the customer are saving ac, FD' s, currenta/candloans.

42

42
 SUGGESTIONS ANDRECOMMENDATIONS

► Morestressshouldgiveontheadvertisementandpromotionalactivities.

► TheBankshouldmakesomeeffortstoimprovinggoodrelationship,withcustomer.

► Thebankshouldenhancetheirservicesaccordingtotheneedsofthecustomer.

► Thebankshouldtakesitsprocedureslesstimeconsuming.

► .
Thebankshouldtakeefforttoawarethecustomersabouttheiralltheextraservices.

43
 LEARNINGOFSTUDENT

At the end I would like to conclude that The Indian banking market is growing at
anastonishingrate,withAssetsexpectedtoreachUSDITrillion2025 .HDFCbankhadanetworkof4,0
14branchesAnd11,766automatedtellermachinesin2,464citiesinIndia..Themajorityof
custo1ners are satisfied. But the bank should target on the rest of the customers who arenot
satisfied. The customers are aware about the bank's services but the Bank should try tocreate
more awareness among people. HDFC Bank should lay more stress on advertisments,both in
print as well as in other media for this purpose. Number of formalities should reduce,as
customer feels initiated with lots of formalities and it will save the time of customer
andBankalso.

44
 CONTRIBUTION OF HOST

• Providesbusinesscontext,expertise,and guidance tomeandthe team

• Actsas anescalationpoint fordecisionsandissuesthatare beyondtheauthorityofthe project manager;

• Acts as anadditionallineof communicationandobservationwithteammembers,customers,

andotherstakeholders

• Acts as thelinkbetweentheproject,the businesscommunity,andstrategicleveldecision-makinggroups.

• Ensurerisksandchangesaremanagedproperlyandsufficientlyandmakeassociateddecisions;

• Ensurecontrolmechanismsandreviewsareinplace;

• Ensuretheprojectdeliverstheintendedvalue;

• Evaluateprogressandstatus;

• Approvedeliverables

• Beresponsiblefortheoverallquality,value,andbenefits fortheproject,fromprocesstotheend

45
 CONCLUSION

At the end I would like to conclude that The Indian banking market is growing at

anastonishingrate,withAssetsexpectedtoreachUSDITrillion2025 .HDFCbankhadanetworkof4,0

14branchesAnd11,766automatedtellermachinesin2,464citiesinIndia..Themajorityof

custo1ners are satisfied. But the bank should target on the rest of the customers who arenot

satisfied. The customers are aware about the bank's services but the Bank should try tocreate

more awareness among people. HDFC Bank should lay more stress on advertisments,both in

print as well as in other media for this purpose. Number of formalities should reduce,as

customer feels initiated with lots of formalities and it will save the time of customer

andBankalso.

46
 - 7
Reference

1. Bibliography

2. Annexure

47
 BIBLIOGRAPHY

Books:

Aganl\lal, P.K.,(2009,) "Consun1er Behav

iotu-",PragatiprakashanRajeevktunar,(2007),"Consun1erBehaviour"J-
Ii111alyapublishinghouse
Kothari,C.R.,(2009),"ResearchMethodology",Ne\vageInternationalpublicationltd.,Ne\\1Dell1i
Gupta,A.K&Singh,R.,(2009),"ResearchMethodology",\tayueducationofIndia,NewDelhi

Websites:

www.bnknetindia/co rn/
banking/financehttp://en.wikipedia.org/wiki/bankingfi
nancialcotnpanywww.hdfcbank.co1nwww.hdfcbank/
products/finance
\I\IW\v.google.com
http://www.iloveindia.com/finance/bank/private-banks/hdfc-bank.html

48
 QUESTIONNAIRE

Name Age__ _ _ _ _ _ _ _ _
-----------

Gender
--------- Occupation _

AnnuallyIncome _ e-mail
--------

Address
-------------------·-----

l. Forho, longyouarepartofHDFCBank?
Lessthan6Months () LessthanIYear ()
Lessthan2Years () Morethan2Years ()

2. Whatarereasonsthatattractyoutobeacustomerofthebank?

a) itsimage ()

b) itsservice ()

c) products ()

d) alloftheabove ()

3. AreyouarareofthedifferentservicesofferedbyHDFCBank?Yes ()
No ()

49
 4. Doyouknowabouttheseservicesofthebankingindustry?

a) Savingsa/c Yes/no

b) Fixeddeposits yes/no

c) CurrentA/c yes/no

d) DematA/c yes/no

e) Creditcard yes/no

f) lnsurance yes/no

g) Mutualfunds yes/no

h) Loans yes/no

5. Whichoftheseproductsareyouusing?

a) Savingsa/c yes/no

b) Fixeddeposits yes/no

c) Currenta/c yes/no

d) De-mata/c yes/no

e) Creditcarda/c yes/no

f) Insurance yes/no

g) Mutualfinds yes/no

h) Loans yes/no

6. Whichoftheseproductsareyoumoreinterestedin?

50
 a) SavingsA/c yes/no

B)Fixeddeposits yes/no

c) Currenta/c yes/no

d) De-matA/c yes/no

e) Creditcarda/c yes/no

t)Insurance yes/no

g) Mutualfinds yes/no

h) Loans yes/no

7. Whichservicesofthebanks'A'wouldyouratethebest?

a) SavingA/c

b) Fixeddeposits

c) Currenta/c

d) De-mata/c

e) Creditcarda/c

t)Insurance

g) Mutualfinds

h) Loans

8. Doyouknowabouttheextraservicesbeingprovidedbythebank?

a) Yes

b) No

9. Whichofthefollowingextraserviceofthebankswouldyou

51
 Liketogoinfor?

a)Phonebanking ()

b)ATM ()

c)Netbanking ()

d)Mobilebanking ()

e)Billpayment ( )

t)Noneofthese ()

g)Allofthese ()

10. Whatisyourperceptionregardingthese1viceofthebank?

a) Good ()

b) Average ()

c) Poor ()

11. Areyousatisfiedwiththedealingofthebankofficials?

a. Yes ()

b. No ()

c. Tosomeextend ()

12. Anyproblemyouarefacingsregardingthebank?
Timeliness ( )
Customerrelationship ( )
Infrastructure ( )
Others ( )

13. HowlikelyareyoutorecommendBankservicestoafriendorcolleague?

52
 (l) Veryunlikely ( )
(2) Somewhatunlikely ( )
(3) Neither likelynorunlikely ( )
(4)Verylikely ( )
(5)Somewhatlikely ( )

14. HowwillyouratetheHDFCBankinmaintaininggoodcustomerrelationship?
(1) Good ( )
(2) Average ( )
(3) Poor ( )

15. Whatisyouroverallsatisfactionratingwithourcompany?
(I)Verydissatisfied ( )
(2) Somewhatdissatisfied ( )
(3) Nethersatisfiednordissatisfied ( )
(4) Verysatisfied ( )
(5) Somewhatsatisfied ( )

Thanksforparticipatinginthesurvey.

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