1.

1 Customer satisfaction
The several marketing concept in a management orientation is generating customer satisfaction and long run consumers and public welfare as the key to satisfy the organizational goals & responsibilities. In modern times, without market research and without understanding the market needs & desire, it becomes difficult to sell the product. At this stage, market feels the limitations of the earlier stages. Thus the marketing organization stage was developed and marketers begin to find out the needs of consumer tried to satisfy them. The buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. If the performance matches the expectations the customer is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted. The customer satisfaction is the relationship between the customer expectation and perceived performance. If the performance falls short of expectation the customer is dissatisfied. A satisfied customer is more likely to buy the product continuously. The growth of business depends on customer satisfaction. The customer expectations are changing day to day. Infact customer performance is an inducement activity like taste price and service etc. Higher consumption levels rising expectation and new valves have caused consumers to demand even more satisfaction. In the economists system satisfaction is equated with utility or the consumers, ability to enjoy a good. Consumer satisfaction in marketing today is in a state of crisis. The consumer is the king of the market consumer preference consists of both physical and mental activities. Although the customer-centered firm seeks to create high customer satisfaction, that is not ultimate goals. If the company increases customer

satisfaction by lowering its price or increasing its services, the result may be lowest profit .The company might be able to increase its profitability by means other then increased satisfaction (for example improving manufacturing processes or investing more in R&D) also, company has many stake holder, including employees, dealers, suppliers and stock holders. Spending more to increase customer satisfaction might divert funds from increasing satisfaction of other partners. Ultimately the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the other stake holders, given its total resources. Customer satisfaction is closely linked to quality. In recent development most of the companies have adopted total quality management. (TQM) programs designed to improve the quality of their product, service and marketing processes. Quality has a direct impact on product performance and hence on customer satisfaction. Satisfaction basically understands the importance of the customer. Company should identify the changing needs of the customer from time to time, find out the factor that satisfy them and which cause grief to them. Companies should enhance the satisfying factor and reduce the factor those cause grief. Customer satisfaction is to identifying the present level of quality standards, establishing the way and establishing the customer needs means to produce the product or render service to meet the customer needs, measuring the success and improving the quality continuously as the parts of continuous improvement cycle. Total quality management is the focused management system that aims at continual increase in satisfaction at continually lower cost. Make continuous changes to satisfy the customer. The management should make the employees understand what to do, how to do it, get the feed back about their performance. satisfaction. The people should also be encouraged to assume responsibility for the quality of their work. People can be more committed to the customer

Consumer and customer The customer is typically used to refer to some one who purchases from the particular store company. The term consumer refers that one engaging in any one of the activities of buying behavior. Who is customer? Customer is the most important person ever in this office a customer is not dependent on us.we are dependent on him. A customer is a person who brings us his wants. It is our job to handle them profitable to him and to ourselves. Definition According to Philip kotler, satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectation.

1.2 COMPANY PROFILE

HDFC is a professionally managed organisation with a board of directors consisting of eminent persons who represent various fields including finance, taxation, construction and urban policy & development. The board primarily focuses on strategy formulation, policy and control, designed to deliver increasing value to shareholders. Board of Directors Mr. Deepak S Parekh - Chairman Mr. Keshub Mahindra - Vice Chairman Mr. Keki M Mistry - Vice Chairman & Managing Director Ms. Renu S. Karnad - Joint Managing Director Mr. Shirish B Patel Mr. B S Mehta Mr. D M Sukthankar Mr. N M Munjee Dr. Jamshed J Irani Mr. D M Satwalekar Dr. Ram S Tarneja Mr. D N Ghosh Dr. S A Dave Mr. S Venkitaramanan

HDFC has a staff strength of 1388 (as on 31st March, 2007), which includes professionals from the fields of finance, law, accountancy, engineering and marketing.

OBJECTIVES OF HDFC
Housing Finance Sector Against the milieu of rapid urbanisation and a changing socio-economic scenario, the demand for housing has grown explosively. The importance of the housing sector in the economy can be illustrated by a few key statistics. According to the National Building Organisation (NBO), the total demand for housing is estimated at 2 million units per year and the total housing shortfall is estimated to be 19.4 million units, of which 12.76 million units is from rural areas and 6.64 million units from urban areas. The housing industry is the second largest employment generator in the country. It is estimated that the budgeted 2 million units would lead to the creation of an additional 10 million man-years of direct employment and another 15 million man-years of indirect employment. Having identified housing as a priority area in the Ninth Five Year Plan (1997-2002), the National Housing Policy has envisaged an investment target of Rs. 1,500 billion for this sector. In order to achieve this investment target, the Government needs to make low cost funds easily available and enforce legal and regulatory reforms. Background HDFC was incorporated in 1977 with the primary objective of meeting a social need that of promoting home ownership by providing long-term finance to households for their housing needs. HDFC was promoted with an initial share capital of Rs. 100 million. Business Objectives The primary objective of HDFC is to enhance residential housing stock in the country through the provision of housing finance in a systematic and professional manner, and to promote home ownership. Another objective is to increase the flow of resources to the housing sector by integrating the housing finance sector with the overall domestic financial markets..

Organisational Goals HDFCs main goals are to a) develop close relationships with individual households, b) maintain its position as the premier housing finance institution in the country, c) transform ideas into viable and creative solutions, d) provide consistently high returns to shareholders, and e) to grow through diversification by leveraging off the existing client base Future plans HDFC has always been market-oriented and dynamic with respect to resource mobilisation as well as its lending programme. This renders it more than capable to meet the new challenges that have emerged. Over the years, HDFC has developed a vast client base of borrowers, depositors, shareholders and agents, and it hopes to capitalise on this loyal and satisfied client base for future growth. Internal systems have been developed to be robust and agile, to take into account changes in the volatile external environment. HDFC has developed a network of institutions through partnerships with some of the best institutions in the world, for providing specialised financial services. Each institution is being fine-tuned for a specific market, while offering the entire HDFC customer base the highest standards of quality in product design, facilities and service. Awards : 2008

Ms Renu Sud Karnad selected as the Best Woman Corporate Leader of the Year by Business & Economy Magazine HDFC selected as the top indian company in FIs / NBFCs / Financial Services Sector for the DUN & BRADSTREET - American Express Corporate Awards 2007 Mr Deepak Parekh recognized by FinanceAsia for his lifetime achievements, at their Achievement Awards ceremony held in Hong Kong on 24th Jan, 2008.

STRENGTH & WEAKNESS

STRENGTH Large share of low cost deposit, higher net interest margin. Better quality of asset, NPA of 0.4 percent. Higher profitability Strong balancesheet Expanding rural business Strong bench strength

WEAKNESS Marginal international presence Possible takeover target Frequent capital dilution

1.4 PRODUCTS
Accounts & Deposits Savings account Salery accounts Current account Fixed account Demat account Safe deposit lockers

LOANS
Personal loan Home loan Vehicle loan Overdraft against car 7

Express loan plus Gold loan Education loan Loan against security Loan against property Loan against rental receivables Commercial vehicle finance Vehicle working capital finance Construction equipment finance Cash credit finance Overdraft against property

CARDS
Credit cards Debit cards Prepaid cars

INVESTMENTS & INSURANCE

Mutual funds Insurance General & Health finance Bonds Knowledge center Equities & Derivatives FOREX SEVIVES Trade finance Travellers cheques Foreign currency cash

Foreign currency draft Foreign currency cheque deposit Foreign currency remittance

1.3 INDUSTRY PROFILE

OVERVIEW OF THE BANKING SECTOR Reserve Bank of India The RBI, established in 1935, is the central banking and monetary authority in India. The RBI manages the countrys money supply and foreign exchange and also serves as a bank for the government of India and for the countrys commercial banks. In addition to these traditional central banking roles, the RBI undertakes certain developmental and promotional roles. The RBI issues guidelines on various areas including exposure standard, income recognition, asset clarification, provisioning for non-performing asset, investment valuation and capital adequacy standard for commercial banks, long term lending institution and nonblank finance companies. The RBI requires these institutions to finish information relating to their businesses to the RBI o a regular basis. The scheduled commercial banks (SCBs) comprise of: Public sector banks (PSBs) The banking sector in India has been characteristics by the predominance of PSBs. They include the State bank of India and its associate banks, 19 nationalized banks and 196 regional banks. The aggregate loan assets of all PSBs stood at Rs. 661975 crores at end FY 04 accounting for 73.39% of loan assets of all SCBs in India and their total operating profits amounted to Rs. 39,475 crore. The PSBs large network of branches enables them to fund themselves out of low cost deposits. Private Sector Banks After the first phase of nationalization was completed in 1969, public sector banks made up the largest portion of Indian banking. The focus on public sector banks was maintained throughout the 1970s and 1980s. Further, existing private sector banks which showed signs of an

eventual default were merged with state owned banks. In July 1993, as part of banking sector reforms process and as

a measure to induce competition in the banking sector, the RBI permitted entry by the private sector into banking system. At end FY 04, the total loan assets of all SCBs and their total operating profit amounted to Rs 8209 crores. The share of private sector banks in total loan assets has increased from 18.77% at end FY 03 to 19.70% at the end of FY 04 mainly due to the increase in the loan assets of new private sector bank. Foreign banks As on June 30, 2004 there are 33 foreign banks operating in India with 215 branches. Some foreign banks have also set up representative office in India. Foreign banks operate only in urban cites and metropolitan cites and have 28 and 97 respectively in those areas. As on March 2004, deposits of foreign banks stood at 15.1%. At end 04, the loan assets of foreign banks aggregated Rs. 62,632 crores and accounted for 6.95% of the total assets of all SCBs and their total operating profits of the foreign banks as on March 31, 2004 amounted to Rs 4,987 crores. As part of the liberalization process, the RBI has permitted foreign banks to operate more freely, subject to requirements largely similar to those imposed on domestic banks. Foreign banks operate in India through branches of the parent bank. The Indian government has permitted foreign banks to operate in India by setting up branches, incorporating wholly-owned subsidiaries or acquiring up to 74.0% of the equity share capital of an Indian private sector bank. In its recent draft Comprehensive Policy Framework for Ownership and Governance in Private Sector Banks the RBI proposed a limit of 5.0% on the shareholding of a foreign bank within a presence in India in an Indian private sector bank. Subsequently, in a circular dated July 6, 2004, the RBI stipulated that bank should not acquire any fresh stake in a banks equity share, if by such acquisition, the investing banks holding exceeded 5.0% of the invested banks equity capital. This also applies to foreign banks with a presents in India making an investment, in Indian banks. The primary activity of most foreign banks in India has been in the operate segment. However, some of the larger foreign banks have made consumer financing a larger part

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of their portfolios. These banks offer products such as automobile finance, home loans, credit cards and household consumer finance.

Co-operative Banks People who come together to jointly serve their common interest often form a cooperative society under the Co-operative Societies Acts. When a co-operative society engages itself in banking business it is called a Co-operative Bank. The society has to obtain a license from RBI before starting banking business. Primary Credit Societies These are formed at the village or town level with borrower and non-borrower members residing in one locality. The operations of each society are restricted to a small area so that the members know each other and are able to watch over the activities of all members to prevent frauds. Central Co-operative banks These banks operate at the district level having some of the primary credit societies belonging to the same district as their members. These banks provide loans to their members (i.e., primary credit societies) and function as a link between the primary credit societies and state co-operative banks. State Co-operative Banks These are the apex highest level) co-operative banks in all the states of the country. They mobilize funds and help in its proper channelisation among various sector. The money reaches the individual borrower from the state co-operative banks through the central co-operative banks and the primary credit societies. Specialized banks 11

There are some banks, which cater to the requirement and provide overall support for setting up business in specific areas of activity. EXIM Bank, SIDBI and NABARD are examples of such banks. They engage themselves in some specific area or activity and thus, are called specialized banks.

Export Import Bank of India (EXIM Bank) If you want to set up a business for exporting products abroad or importing products from foreign countries for sale in our country. EXIM bank can provide you the required support and assistance. The bank grants loans to exporters and importers and also provides information about the international market. It gives guidance about the opportunities for export or import, the risks involved in it and the competition to be faced. Small Industries Development Bank of India (SIDBI) If you want to establish a small-scale business unit or industry, loan on easy terms can be available through SIDBI. Its also finances modernization of small-scale industrial units, use of new technology and market activities. The aim and focus of SIDBI is to promote, finance, and develop small scale industries. National Bank for Agriculture and Rural Development (NABARD) Its a central or apex institution for financing agriculture and rural sectors. If a person is engaged in agriculture or other activities like handloom weaving, fishing, etc. (NABARD) can provide credit, both short-term and long term, through regional rural banks. Its provides financial assistance, especially, to co-operative credit, in the field of agriculture, small-scale industries, cottage and village industries handicrafts and allied economic activities in rural areas Commercial banks A commercial bank is the type of financial intermediaries and a type of bank. It raises funds by collecting deposit from businesses and consumer via checkable deposits, saving deposits and time deposits. It makes loan from businesses and consumers. It also buys corporate 12

bonds and government bonds. Its primary liabilities are deposits and primary assets are loans and bonds.

1.4 SCOPE OF THE STUDY

The success of a company depends on the customer relationship. scenario.

This is highly

pronounced and accentuated by todays extremely competitive and sophisticated industrial

A close interaction with customers can help the business firm to provide better solution to customers needs and gain an edge on competition. A SATISFIED CUSTOMER IS THE BEST ADVERTISING MEDIA. Customers are the important stake holders of the company their satisfaction is imminent for a company in this world of competition, where the survival of the fittest is the important

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LIMITATIONS OF THE STUDY

The study is valuable only for a limited period of time because of rapid market changes.

Time given for collecting and analyzing the data is not sufficient.

The respondents might have respondent according to their attitude and perception. So the perception of respondents may change.

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2.1 OBJECTIVES OF THE STUDY

Primary objective

To determine the clients satisfactions level towards HDFC ATM card services.

Secondary objective

To study the clients awareness towards HDFC ATM card service. To study the clients perceptions towards HDFC ATM card service. To evaluate the service of HDFC ATM card service.

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2.2 METHODOLOGY

Meaning of research Research is an art of scientific investigation. According to Redman and Mory research is a systematized effort to gain new knowledge. Research is an original contribution to the existing of knowledge making for its advancement.

Research design A research is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevant to the research purpose with economy in procedure Research design is needed because it facilitates the smooth sailing of the various research operations, there by making research as efficient as possible yielding maximal information with minimal expenditure of effort, and money.

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2.3 SOURCES OF DATA

The required samples have been collected the primary data Primary data The data which is not already available and is collected first hand by the researcher himself is called primary data. These data do not exist already in records and publications. The researcher has to gather primary data by conducting a special survey. For this study the data was collected from the primary sources because no previous data was available for the researcher from the company.

2.4 SAMPLE DESIGN

Sampling is the process of selecting customer subset of total population for obtaining data for the study of whole population. A finite subset of statistical individuals in a population is called sampling. The research design chosen for the study by the researcher was descriptive study. Sampling technique The sampling technique chosen by the researcher for the study is census Sample size The total sample for the study was 100 customers. 17

Data analysis The collected data was survey method, interpreted and analyzed using statistical tools like CHI-SQUARE CORRELATION

3.1 TOOLS FOR ANALYSIS

TABLE NO. 1 HAVE YOU GOT ANY OTHER ATM CARD SERVICE OTHER THAN HDFC ATM CARD No. of S. No. Opinion Percentage Respondent 1. SBI 20 20.0 2. Indian bank 15 15.0 3. Canara bank 12 12.0 4. None 53 53.0 Total 100 100 INFERENCE From the above table it is inferred that 20% are rated SBI, 15% are rated INDIAN BANK, 12% are rated CANARA BANK, 53% are rated none other ATM card service other than HDFC bank prevailing in the company.

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CHART 1 HAVE YOU GOT ANY OTHER ATM CARD SERVICE OTHER THAN ATM CARD

HDFC I

60 53

50

40

30 20 20 15 12

Percentage

10

0 SBI Indian bank Canara bank None

TABLE NO. 2 INFORMATION ABOUT HDFC ATM SERVICE No. of S.No. Opinion Percentage Respondent 1. Advertisement 36 36.0 2. Agent 16 16.0 3. Friends 26 26.0 4. Relatives 10 10.0 5. Others 12 12.0 Total 100 100 INFERENCE From the above table it is inferred that 36% are rated advertisement, 16% are rated agent, 26% are rated friends, 10% are rated relatives, and 12% are others.

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CHART 2 INFORMATION ABOUT HDFC ATM SERVICE

40 36 35 Percentage 30 26 25 20 16 15 10 5 0 Advertisement Agent Friends Relatives Others 10 12

TABLE NO. 3 PERIOD OF USING HDFC ATM CARD SERVICE No. of Opinion Percentage Respondent Less than a week before 0 0.0 A week before 9 9.0 A month before 29 29.0 A year before 58 58.0 More than a year before 4 4.0 Total 100 100

S.No 1. 2. 3. 4. 5. INFERENCE

From the above table it is inferred that 0% are rated less than a week before ,9% are rated a week before , 29% are rated a month before ,58% are rated a year before ,4% are rated more than a year before using ICICI ATM card service prevailing in the company.

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CHART 3 PERIOD OF USING HDFC ATM CARD SERVICE 58 60

50 Percentage

40 29 30

20 9 10 0 0 Less than a week A week before A month before A year before before More than a year before 4

TABLE NO. 4 FACE ANY PROBLEM IN RECEIVING HDFC ATM CARD No. of S.No Opinion Percentage Respondent 1. Yes 34 34.0 2. No 76 76.0 Total 100 100 INFERENCE From the above table it is inferred that 34% are rated yes, 76% are rated no for facing problem in receiving ATM services prevailing in the company.
Chart: 4 FACE ANYPROBLEM IN RECEIVING HDFC ATM CARD

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TABLE NO. 5 PHONE BANKING INFORMATIONS SATISFY YOU No. of S.No Opinion Percentage Respondent 1. A very great extent 38 38.0 2. A considerable extent 32 32.0 3. Some extent 26 26.0 4. Very little extent 4 4.0 5. Not at all 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 38% are rated towards very great extent, 32% are rated a considerable extent, 26% are rated some extent, 4% are rated a very little extent, 0% are rated not at all phone banking information prevailing in the company.

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CHART 5 PHONE BANKING INFORMATIONS SATISFY YOU

38 32 26

40 35 Percentage 30 25 20 15 10 5 0

4 0

A very great extent

A considerable extent

Some extent

Very little extent

Not at all

TABLE NO. 6 OFTEN DOUBTS ARE CLARIFIED S.No 1. 2. 3. 4. 5. INFERENCE From the above table it is inferred that 36% are rated always, 30% are rated at most always, 27% are rated often, 7% are rated some time, 0% are rated never doubts are clarified in the company. Opinion Always At most always Often Some times Never Total No. of Respondent 36 30 27 7 0 100 Percentage 36.0 30.0 27.0 7.0 0.0 100

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CHART 6 OFTEN DOUBTS ARE CLARIFIED

40 35 30 Percentage 25 20 15 10 5 0

36 30 27

Always

At most always

Often

Some times

Never

TABLE NO. 7 FACED ANY PROBLEM IN WITHDRAWING CASH THROUGH ATM CARD No. of S.No. Opinion Percentage Respondent 1. Yes 3 3.0 2. No 97 97.0 Total 100 100 INFERENCE From the above table it is inferred that 3% are rated yes, 97% are rated no problem facing withdraw cash prevailing in the company.

CHART 7 FACED ANY PROBLEM IN WITHDRAWING CASH THROUGH ATM CARD

24

yes 3%

no 97%

TABLE NO. 8 OPINION ABOUT MAINTENANCE OF ATM BOOTHS No. of S. No. Opinion Percentage Respondent 1. Excellent 73 73.00 2. Good 19 19.00 3. Moderate 8 8.00 4. Poor 0 0.00 5. Very poor 0 0.00 Total 100 100 INFERENCE From the above table it is inferred that 73 % are rated excellent, 19% are rated good, 8% are rated moderate, 0% are rated poor, and 0% are rated very poor is opinion about maintenance of ATM prevailing in the company.

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CHART 8 OPINION ABOUT MAINTENANCE OF ATM BOOTHS

80 70 73

60

50

40 Percentage 30 19 20 8 10 0 0 0

Excellent

Good

Moderate

Poor

Very poor

TABLE NO. 9 SATISFIED WITH THE RESPONSE OF THE COMPLAINTS S.No. 1. 2. 3. 4. 5. INFERENCE From the above table it is inferred that 25% are rated a very great extent, 35% are rated a considerable extent, 38% are rated some extent, 2% are rated a very little extent, 0% are rated not at all response for regarding complaints prevailing in the company. Opinion To a very great extent To a considerable extent To some extent To a very little extent Not at all Total No. of Respondent 25 35 38 2 0 100 Percentage 25.0 35.0 38.0 2.0 0.0 100

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CHART 9 SATISFIED WITH RESPONSE OF THE COMPLAINTS

38 40 35 Percentage 30 25 20 15 10 5 0 To a very great Extent To a Top some extent To a very little Considerable Extent Extent Not at all 2 0 25 35

TABLE NO. 10 SATISFIED WITH THE STIPULATION OF MINIMUM BALANCE MAINTAINED TO USED ATM CARD No. of S. No. Opinion Percentage Respondent 1. Highly satisfied 66 66.0 2. Satisfied 23 23.0 Neither satisfied nor 11 11.0 3. dissatisfied 4. Dissatisfied 0 0.0 5. Highly dissatisfied 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 66% are rated highly satisfied, 23% are rated satisfied, 11% are rated neither satisfied nor dissatisfied, 0% are rated a dissatisfied, and 0% are rated highly dissatisfied at cash limit in maintenance prevailing in the company.

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CHART 10 SATISFIED WITH THE STIPULATION OF MINIMUM BALANCE MAINTAINED TO USED ATM CARD

70 60 Percentage 50 40 30 20 10 0

66

23 11 0 0 Highly dissatisfied

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

TABLE NO. 11 LEVEL OF SATISFACTION TOWARDS THE WITHDRAWAL CASH LIMIT IN ATM CARD No. of S. No. Opinion Percentage Respondent 1. Highly satisfied 68 68.0 2. Satisfied 32 32.0 Neither satisfied nor 0 0.0 3. dissatisfied 4. Dissatisfied 0 0.0 5. Highly dissatisfied 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 68% are rated highly satisfied, 32% are rated satisfied, 0% are rated neither satisfied nor dissatisfied, 0% are rated a dissatisfied, and 0% are rated highly dissatisfied at cash limit in ATM card prevailing in the company.

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CHART 11 LEVEL OF SATISFACTION TOWARDS THE WITHDRAWAL CASH LIMIT IN ATM CARD
68 70 60 Percentage 50 40 30 20 10 0 Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied 0 32

TABLE NO. 12 OPINION REGARDING 24 HOURS ATM SERVICE No. of S. No. Opinion Percentage Respondent 1. Excellent 84 84.0 2. Good 16 16.0 3. Moderate 0 0.0 4. Poor 0 0.0 5. Very poor 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 84% are rated excellent,16% are rated good, 0% are rated moderate,0% are rated poor,0% are rated very poor at opinion regarding 24 hour ATM prevailing in the company.

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CHART 12 OPINION REGARDING 24 HOURS ATM SERVICE

90 80 70 Percentage 60 50 40 30 20 10 0

84

16 0 0

Excellent

Good

Moderate

Poor

Very poor

TABLE NO. 13 THINK ABOUT THE USAGE OF THE ATM CARD SERVICE No. of S. No. Opinion Percentage Respondent 1. Very easy 83 83.0 2. Easier 17 17.0 3. Normal 0 0.0 4. Not easy 0 0.0 5. Not all easy 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 83% are rated very easy, 17% are rated easier, 0% are rated normal, 0% are rated not easy, and 0% are rated not at all easy in usage of ATM service prevailing in the company.

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CHART 13 THINK ABOUT THE USAGE OF THE ATM CARD SERVICE

90 80 70 Percentage 60 50 40 30 20 10 0

83

17

Very easy

Easier

Normal

Not easy

Not all easy

TABLE NO. 14 OPINION ABOUT ATM OPERATED IN THE MIDNIGHT TIME No. of S. No. Opinion Percentage Respondent 1. Excellent 89 89.0 2. Good 11 11.0 3. Moderate 0 0.0 4. Poor 0 0.0 5. Very poor 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 89% are rated excellent,11% are rated good, 0% are rated moderate,0% are rated poor,0% are rated very poor is operated in the mid night time safety prevailing in the company.

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CHART 14 OPINION ABOUT ATM OPERATED IN THE MIDNIGHT TIME

89 90 80 70 Percentage 60 50 40 30 20 10 0 Excellent Good Moderate Poor Very poor 11 0 0 0

TABLE NO. 15 FEEL ABOUT USING HDFC ATM, WHEN COMPARED WITH OTHER ATM No. of S. No. Opinion Percentage Respondent 1. Highly satisfied 68 68.0 2. Satisfied 32 32.0 Neither satisfied nor 0 0.0 3. dissatisfied 4. Dissatisfied 0 0.0 5. Highly dissatisfied 0 0.0 Total 100 100 INFERENCE From the above table it is inferred that 68% are rated highly satisfied, 32% are rated satisfied, 0% are rated neither satisfied nor satisfied, 0% are rated a dissatisfied, and 0% are rated highly dissatisfied compared with other ATM prevailing in the company.

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CHART 15 FEEL ABOUT USING HDFC ATM, WHEN COMPARED WITH OTHER ATM

68 70 60 Percentage 50 40 30 20 10 0 Highly satisfied Satisfied Neither satisfied Dissatisfied nor dissatisfied Highly dissatisfied 0 0 32

4.1 FINDINGS

Its inferred that 97%of the respondents are not facing problem in recovery of the money 70% of the respondents are felt that phone banking facility is good 36% of the respondent doubts are clarified almost always. 66% of the respondents are highly satisfied for the cash limit in maintenance. Almost all the respondents are satisfied of withdraw the money. All the respondents are satisfied with 24 hours ATM facility and only 4% of them moderate.

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 20% of the respondents are SBI ATM Card services, 15% of them Indian bank &12% are Canara Bank ATM Card services. Many of them feel having ATM card is for social identity. Almost all the respondents are satisfied in using the ATM services. Almost all the respondents are satisfied by using ATM in mid night is safety. Almost all the respondents are satisfied when compared with other ATM services.

4.2 SUGGESTIONS

As a result of thorough examination of all the findings of this study, the researcher deems it fit to offer the following Suggestions and Recommendations, for the better result of HDFC ATM service. 27% of the respondent doubts are often & 7% of the respondent are sometime clarified. So the management give full operation faculties of the ATM machine to the ATM Room security persons otherwise take some demo classes at the time of ATM card provide. Provide instruction operation manual books to all the ATM customers or put a manual book in all ATM centre. 34

 Make phone banking. Easier to contact. Put local State HDFC bank ATM centre address book in all ATM centre. 8% of the respondents are moderate to verifying the HDFC ATM Booths. management concentrates the location of the ATM booths. So

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4.3 CONCLUSION

HDFC BANK holds a better brand name and reputation in the market and all the customers aware of its ATM booths. Most of the customers are satisfied with HDFC Bank ATM services. Only few customers are not satisfied. Customer satisfaction is important in marketing of any products. So in that project I recommend the above suggestions to the company for increasing the satisfaction of the customers. The present study provides to as certain the HDFC ATM customer satisfaction level. It gives a clear picture about the services. The project helped to boom my skills and knowledge in the field of marketing and gave me a real time exposure and a good experience

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4.4 BIBLIOGRAPHY

1. PHILIP KOTLER, KEVIN LANE, Marketing Management, Pearson education, Twelfth edition, 2006 2. RAJENDRA NARGUNDKAR, Marketing Research, Second edition, 2004 3. S.P.GUPTHA, An easy approach to statistics, S.Chand and company, edition, 1995 4. C.R.KOTHARI, Research Methodology, New age international, Sixth

Second edition, 2006

5.www. HDFC.com

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4.5 QUESTIONNAIRE A STUDY ON CUSTOMERS SATISFACTION OF ATM SERVICE PROVIDED BY HDFC BANK, Chennai
1. Name 2. Address 3. Age 4. Gender 5. Occupation : : : : : Male Female

Salaried self employed businessman self employed professional 6. Have you got any other ATM card service other than HDFC ATM card? SBI Indian bank Canara bank others (specify)

7. Source of information about HDFC ATM service: Advertisement Relatives Agent others Friends

8. How long are you using HDFC ATM card service? a) b) c) d) e) Less than a week A week A month An year More then an year

9. Do you face any problem in receiving HDFC ATM card? Yes If yes Problem in application form Change in address No

38

10. Dose Phone banking informations satisfy you A very great extent A very little extent A considerable extent some extent not at all

11. How often your doubts are clarified Always At most always Often Some times Never 12. Have you faced any problem in withdrawing cash through ATM card? Yes No If yes Card struck in the machine while drawing cash Often the machine does not work Wrong statement bill has been received Not accepting the bill code number Problem in operating keyboard 13. Your opinion about maintenance of ATM booths? Excellent Poor Good Very poor Moderate

14. Are you satisfied with the response of the complaints? To a very great extent To some extent To a considerable extent

To a very little extent Not at all

15. Are you satisfied with the stipulation of minimum balance maintained to used ATM card Highly satisfied Satisfied Dissatisfied Neither satisfied nor dissatisfied

Highly dissatisfied

16. Your level of satisfaction towards the withdrawal cash limit in ATM card: Highly satisfied Dissatisfied Satisfied Neither satisfied nor dissatisfied Highly dissatisfied 39

17. Your opinion regarding 24-hours ATM service Excellent Poor Good Very poor Moderate

18. How do you think about the usage of the ATM card service? Very easy Easier Normal Not easy Not at all easy

19. How do you feel about ATM which is operated in the midnight, is it safe? Your opinion in this case Excellent Very good Moderate Poor Very poor

20. How do you feel about using HDFC ATM, when compared with other ATM.? Highly satisfied Satisfied Dissatisfied Neither satisfied nor dissatisfied

Highly dissatisfied

21. Any suggestions about HDFC ATM card service & others ....

40