Professional Documents
Culture Documents
AT
By
Syed Bashirul Hasan
4Th Sem
(Registration No. 1130672)
Under the guidance of
Ms. Pankhuri Srivastava
( Faculty Guide)
2013-2014
1
STUDENTS DECLARATION
I here by declare that the project report conducted
at
Place : Lucknow
Date :
CERTIFICATE
This is to certified that the project report
at
HDFC BANK LTD., LUCKNOW
Submitted in partial fulfillment of the requirements for the award of the degree of
Signature
Name
:
: Ms. Pankhuri Srivastava
(Faculty Guide)
ACKNOWLEDGEMENT
The satisfaction and euphoria that accompany the successful completion of
any task would be incomplete without mentioning the people who made it
possible, whose guidance and encouragement grow with all the efforts with
success.
I consider as my privilege to express my sincere gratitude and respect to our
HOD Mr. A. K. Singh for permitting me to undertake this project.
I extend my sincere thanks to my Project guide Ms. Pankhuri Srivastava for
his commendable inspiring guidance, valuable advice, encouragement and
motivation given to me to succeed in my endeavor.
I owe from the depth of my heart, my gratitude to Senior Manger Merchant
Service Mr._______________ who was so generous in extending his time
and giving a lending hand to bring out this project.
I would also like to thank my friends for giving all the co-operation and
confidence to me.
PREFACE
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 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 SUPPORT THROUGH WELCOM DESK.
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 Lucknow. 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
8
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.
CONTENTS
Sr. No.
Subject Covered
Page No.
3-4
HDFC BANK
Company Profile
9-10
Key Executives
11
10
12
10
11
13-16
12
Business strategy
13
14
Human resource
23
15
24
16
Recent development
17
Achievements in 2009
18
SWOT Analysis
19
Objectives
20
Research methodology
32-33
21
34-51
22
Findings
52
23
Suggestions
53
24
Limitations
54
25
Conclusion
55
26
Bibliography
56
17
18-22
25-26
28
29-30
31
11
12
Customer satisfaction refers to how satisfied customers are with the products
or services they receive from a particular agency. The level of satisfaction is
determined not only by the quality and type of customer experience but also
by the customers expectations.
A customer may be defined as someone who
has a direct relationship with, or is directly affected by your agency and
Receives or relies on one or more of your agencys services or products.
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 customers expectations when they plan listen to the
customer as they design.
Focus on the delivery of customer service activities value customer
feedback when they measure performance.
13
Why is it important?
14
INTRODUCATION TO BANKING
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
15
Phase II
Government took major steps in this Indian Banking Sector Reform after
independence. In 1955, it nationalised Imperial Bank of India with extensive
17
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.
19
20
Public sector
Private sector
Foreign Banks
Regional Rural
Banks
Banks
in India
Bank
(27)
(29)
(102)
(28)
Nationalized
Bank
Other Public
Sector Banks
(IDBI)
SBI and its
Associates
Banks (55)
Banks (31)
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
21
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.
middle
The countrys middle class accounts for over 320 million people. In
correlation with the growth of the economy, rising income levels, increased
22
are becoming
Banks
and acquisitions to
comply
with
Basel II
take
advantage of
regulation. Indian
banking industry assets are expected to reach US$1 trillion by 2010 and are
poised to receive a greater infusion of foreign capital, says Prathima Rajan,
analyst in Celent's banking group and author of the report.The banking
industry should focus on having a small number of large players that can
compete globally rather than having a large number of fragmented players."
23
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
24
it.
And there are create competition between the private sector banks and
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 industries and gives
the optimum return from the limited resources.
Banks
are service
industries
and
today
IT gives
the innovative
Electronic
Straight
Through
Processing
25
sell
Provide
new
or
superior
products
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.
Type
Founded
1994
Headquarters
Mumbai, India
26
Industry
Banking
Insurance
Capital Markets and allied Industries
Products
Financial services.
Website
: www.hdfcbank.com
Management Profile
Chairman
Jagdish kapoor
Managing Director
Aditya Puri
Executive Director
27
Harish Engineer
Paresh Sukthankar
Directors
Keki M. Mistry
Ashim Samanta
Renu Karnad
Arvind Pande
C M Vasudev
Gautam Divan
Dr. Pandit Palande
2001
2005
28
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.
29
The following are the list of foreign banks going to set up business in India:-
Switzerland's UBS
US-based GE Capital
30
31
COMPANY PROFILE
32
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, nonfund 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 segments 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
33
automated teller machines in 528 cities in India. The company was founded in
1994 and is based in Mumbai, India.
Cities
Branches
ATMs
March 2006
228
535
1323
March 2007
316
684
1605
March 2008
327
761
1977
March 2009
528
1142
3295
As of March 31, 2008, the Banks 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 slowed
down to about 22% for the year ended 2008-09, the Banks 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 nonperforming assets at 0.4% of total customer assets.
34
KEY
EXECUTIVES
Deepak Parekh
Executive Chairman
Aditya Puri
Managing Director, Director, Member of Investors Grievance (Share)
Committee, Member of Fraud Monitoring Committee, Member of Premises
Committee, Member of Credit Approval Committee and Member of Risk
Monitoring Committee
35
Adil Patrawala
Chief Operating Officer of HDFC Securities Limited and Whole time Director
of HDFC Securities Limited
Sunil Shah
Managing Director of HDFC Securities Limited and Director of HDFC
Securities Limited.
Harish Engineer
Head of Wholesale Banking, Executive Director and Member of Customer
Service Committee.
Paresh Sukthankar
Head of Credit, Market Risk & Investor Relations, Executive Director and
Member of Risk Monitoring Committee.
Debajeet Das
VP, Treasury
36
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
37
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 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.
Electronic
Straight
Through
Processing
Data Warehousing , CRM
sell
Provide
new
or
superior
products
38
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
Loan Product
Auto Loan
Deposit Product
Saving a/c
Mutual Fund
39
Loan
Against
Security
Loan
Against
Property
Personal loan
Current a/c
Bonds
Fixed deposit
Knowledge Centre
Demat a/c
Insurance
Safe
Deposit
Lockers
Credit card
Insurance
Equity
2-wheeler loan
and
Derivatives
Commercial
vehicles finance
Home loans
Retail
business
banking
Tractor loan
Working
Capital
Finance
Construction
Equipment Finance
Health
Care
Finance
Education Loan
Gold Loan
Cards
Credit Card
Payment Services
NetSafe
Access To Bank
NetBanking
40
Debit Card
Merchant
OneView
Prepaid Card
Prepaid Refill
InstaAlert
Billpay
Mobile Banking
Visa Billpay
ATM
InstaPay
Phone Banking
DirectPay
Email Statements
VisaMoney
Branch Network
-------------------------------Forex Services
------------------------------- Product & Services
Trade Services
Transfer
eMonies
Electronic
Forex service
Funds Transfer
Branch Locater
Online Payment
RBI Guidelines
of Direct Tax
WHOLESALE BANKING
Corporate
Funded
Services
Non
Funded
Services
Financial Institutions
Enterprises
and Trusts
Funded Services
Non
Services
BANKS
Funded Clearing
Sub-
Membership
sub
membership
Value Added Value added services
Fund Transfer
Services
Internet Banking
41
Internet
ATM Tie-ups
Banking
BUSINESS MIX
Wholesale
42
NRI SERVICES
Remittances
North America
UK
Europe
Accounts
Middle East
for
Returning
43
Indians
Africa
Others
Quick remit
India Link
Cheque Lockbox
Telegraphic/ Wire Transfer
Funds Transfer
Cheques/DDs/TCs
Loans
Mutual Funds
Home Loans
Insurance
Private Banking
Payment Services
Access To Bank
44
Net Safe
Net Banking
Bill Pay
One View
InstaPay
InstaAlert
Direct Pay
ATM
Visa Money
Phone Banking
Online Donation
Email Statements
Branch Network
BUSINESS STRATEGY
compliance.
Bank is
46
47
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.
48
BENEFIT OF FIVE S
FIVE S Means:S-1
S-2
S-3
S-4
S-5
SORT
SYSTEMATIZE
SPIC-N-SPAN
STANDARDIZE
SUSTAIN
SEIRI
SEITON
SEIRO
SEIKETSU
SHITSUKE
(1) SORT:It focuses on eliminating unnecessary items from the work place.
It is excellent way to free up valuable floor space.
49
Frequently
Required
Remove
everything from
workplace
Wanted but
not required
Less
Frequently
Required
Junk
50
(3) SPIC- n - SPAN:Spic-n-Span focuses on regular clearing and self inspection. It brings in the
sense of ownership.
(4) STANDERDIZE:It focuses on simplification and standardization. It involves standard rules and
policies. It establish checklist to facilitate autonomous maintenance of
workplace. It assigns responsibility for doing various jobs and decides on Five
S frequency.
(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.
51
LABELLING ON FILE
FILE NUMBER
SUBJECT
FROM DATE
TO DATE
OWNER
BOX LABEL
For Example
1 / 3 / A/ 6
53
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.
54
HUMAN RESOURCES
The Banks 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
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
Banks employee stock option scheme so far covers around 9000 employees.
56
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.
57
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.
balancing is must between these two for every organization especially in the
era of globalization where there are stiff competition among various market
players.
58
59
RECENT DEVELOPMENT
The
Centurion Bank of Punjab Ltd. with HDFC Bank Ltd. with effect from
May 23, 2008.
60
requisite statutory and regulatory approvals for the merger have been
obtained.
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
time, the bank has emerged as a leading player in retail banking, wholesale
banking, and treasury operations, its three principal business segments. The
bank's competitive strength clearly lies in the use of technology and the ability
to deliver world-class service with rapid response time. Over the last 13
years, the bank has successfully gained market share in its target customer
franchises while maintaining healthy profitability and asset quality.
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
corresponding year ended
international Publications have recognized the bank for its performance and
quality.
63
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
64
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.
Banks
65
ACHIEVEMENT IN 2009
66
UTI
MF-CNBC
TV18
Financial
Advisor
Awards
2009
Business
Standard
Best
Awards 2009
Second
Best
Private
Bank
in
India
Award
67
Times
Equity
Nielsen
&
Technology Awards
2009
Global
Award
IDRBT
Technology
Excellence
Award
2008
Asian
Banker 'Asian Banker Best Retail Bank in India Award 2009 '
Excellence in Retail
Financial Services
68
SWOT ANALYSIS
69
STRENGTH
WEAKNESSES
sectors.
vs. competitors.
have
required
accreditations.
High degree of customer
satisfaction.
Good place to work
Lower response time with
efficient
and
Management
cover
insufficient.
Sectoral
growth
is
constrained by low
unemployment levels and
competition for staff
effective
service.
Dedicated workforce
aiming at
making a
70
long-term career in
the field.
Opportunities
Threats
Could
Very
extend
to
overseas
broadly.
high
competition
Vulnerable to reactive
deals.
wide basis.
areas
investment.
could
constrain
71
to
promote the benefits of those which are provided by the bank through
welcome Desk
To find the different way of convincing customers.
To study brand image of the bank.
72
SECONDARY OBJECTIVES:
To determine the need and purpose of a sales executive.
To understand the deciding criteria for people to become sales
executive.
To offer suggestions based upon the findings.
GEOGRAPHICAL SCOPE:
The same problem was with the all other branches of HDFC Bank even
out of the Lucknow city. The management is conducting the same
research on a big ground while my contribution is tiny.
Though my sample size and geographical area was defined and confine
to a particular territory but the application of out put from the research
are going to be wide.
PRODUCT SCOPE:
Studying the increasing business scope of the bank.
Market segmentation to find the potential customers for the bank.
To study how the various products are positioned in the market.
Corporate marketing of products.
Customers perception on the various products of the bank.
73
RESEARCH METHODOLOGY
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
74
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 consumers satisfaction level can be measured and
consumer can enter his responses easily.
75
Sample size
100 customers were selected.
Sampling Unit
Lucknow
Sampling Technique
Convenient sampling.
Analysis and Interpretation
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.
76
1.
Response
Less than 6 Months
Less than 1 Year
Less than 2 Years
More than 2 Years
Total
No. of Respondents
20
37
14
29
100
%age of Respondents
20%
37%
14%
29%
100%
Interpretation:
77
From the above graph it is clear that majority of the respondents are part of
HDFC Bank from last one year i.e. 37%; 29% of the respondents are part of
HDFC Bank from last more than 2 years; 20% respondents from 6 months and
remaining 14% respondents are part of HDFC Bank for last two years.
2. What are reasons that attract you to be a customer of the
Response
Image
Extra Services
Services
All of above
No. of Respondents
25
25
45
5
bank?
%age of Respondents
25%
25%
45%
5%
78
Interpretation:
From the above graph it is clear that majority of the respondents i.e. 45% are
become part of HDFC Bank because of its services; 25% because of its image;
25% because of its extra services and rest because of all the three factors.
3. Are you aware of the different services offered by HDFC Bank?
79
Response
Yes
No
Total
No. of Respondents
91
9
100
%age of Respondents
91%
9%
100%
Interpretation:
From the above graph it is clear that majority of the respondents are aware of
products and services offered by HDFC Bank i.e. 91% and 9% respondents
are not aware of services offered by HDFC Bank.
4. Do you know about these following services of the bank?
Response
Saving a/c
Fixed deposits
Current a/c
No. of Respondents
100
100
53
%age of Respondents
100%
100%
53%
80
Demat a/c
Credit cards
Mutual funds
Loans
5
25
16
95
5%
25%
16%
95%
Interpretation:
From the above graph it is clear that majority of the respondents are aware of
saving a/c & FDs 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.
5. Which of these services are you using?
Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
No. of Respondents
65
58
40
3
0
%age of Respondents
65%
58%
40%
3%
0%
81
Mutual funds
Loans
10
47
10%
47%
Interpretation:
From the above graph it is clear that majority of the respondents are using
saving a/c i.e. 65%.58% are using FDs, 40% current a/c, 3% demat a/c, 0%
credit card, 10% mutual fund and 47% are aware of loans.
6. Which of these services are you further interested in?
Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans
No. of Respondents
20
24
10
0
0
23
19
%age of Respondents
20%
24%
10%
0%
0%
23%
19%
82
Interpretation:
From the above graph it is clear that majority of the respondents are
interesting in FDs 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/cs.
7. Which service of the bank would you rate the best?
Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans
No. of Respondents
33
40
12
0
0
10
5
%age of Respondents
33%
40%
12%
0%
0%
10%
5%
83
Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the
best product. 40% said FDs 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.
8. Do you know about the Extra services being provided by the bank?
Response
Yes
No
No. of Respondents
69
41
%age of Respondents
69%
41%
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Interpretation:
From the above graph it is clear that 69% of the respondents are known about
the innovative services and the rest is unknown about it.
9. Which of the following Extra service of the bank would you like to go
in for?
Response
Phone banking
ATM
Net banking
Bill payment
Non of these
All of these
No. of Respondents
5
60
10
10
5
10
%age of Respondents
5%
60%
10%
10%
5%
10%
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Interpretation:
From the above graph it is clear that 5% of the respondents would like to go
for phone banking, 60% for ATMs, 10% for net banking, 10% for bills
payment, 5% dont want any innovative services and 10% want all these
services.
10. What is your perception about the service of the bank?
Response
Good
Average
Poor
No. of Respondents
35
55
10
%age of Respondents
35%
55%
10%
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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?
Response
Yes
No
To some extent
No. of Respondents
30
25
45
%age of Respondents
30%
25%
45%
87
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.
No. of Respondents
78
12
10
0
%age of Respondents
78%
12%
10%
0%
88
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.
13. How likely are you to recommend Bank services to a friend or
colleague?
Response
Very unlikely
Somewhat unlikely
Neither likely nor
No. of Respondents
8
30
17
%age of Respondents
8%
30%
17%
unlikely
Somewhat likely
Very likely
35
10
35%
10%
89
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?
Response
Good
Average
Poor
No. of Respondents
20
57
33
%age of Respondents
20%
57%
33%
90
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.
Response
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor
No. of Respondents
2
9
21
%age of Respondents
2%
9%
21%
dissatisfied
Very satisfied
48
48%
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Somewhat satisfied
20
20%
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.
The majority of the customers found services of the bank are average.
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Majority of the respondent said that they are facing the problem of
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 ATMs and the less preferable
The majority of the customers are satisfied with the dealing of the
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, FDs,
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activities.
with customer.
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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.
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:
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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
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the bank should target on the rest of the customers who are not satisfied. The
customers are aware about the banks 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.
BIBLIOGRAPHY
www.bnknetindia/com/banking/finance
http://en.wikipedia.org/wiki/bankingfinancialcompany
97
www.hdfcbank.com
www.hdfcbank/products/finance
www.google.com
www.iloveindia.com.
QUESTIONNAIRE
Name ______________________
Age _______________________
Gender _____________________
Occupation _________________
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e-mail _____________________
Address _____________________________________________________
1.
( )
( )
( )
( )
3.
a) its image
( )
b) its service
( )
c) products
( )
( )
( )
No
( )
99
a) Savings a/c
Yes/no
b) Fixed deposits
yes/no
c) Current a/cs
yes/no
d) Demat a/cs
yes/no
e) Credit card
yes/no
f) Insurances
yes/no
g) Mutual funds
yes/no
h) Loans
yes/no
yes/no
yes/no
yes/no
100
d) De-mat a/c
e) Credit card a/c
f) Insurance
g) Mutual finds
h) Loans
yes/no
yes/no
yes/no
yes/no
yes/no
yes/no
yes/no
c) Current a/c
d) De-mat a/c
yes/no
yes/no
yes/no
yes/no
yes/no
101
h) Loans
yes/no
( )
b) ATM
( )
c) Net banking
( )
d) Mobile banking
( )
e) Bill payment
( )
f) None of these
( )
g) All of these
( )
( )
b) Average
( )
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c) Poor
( )
( )
b. No
( )
c. To some extend
( )
( )
Customer relationship
( )
Infrastructure
( )
Others
( )
13. How likely are you to recommend Bank services to a friend or colleague?
(1) Very unlikely
( )
( )
( )
( )
( )
104
14. How will you rate the HDFC Bank in maintaining good customer
relationship?
(1) Good
( )
(2) Average
(3) Poor
( )
( )
( )
( )
( )
( )
105
THANKS
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