Hdfc Customer Satisfaction TTTTTTTTTTTTTTTTTT

8/14/2019 Hdfc Customer Satisfaction TTTTTTTTTTTTTTTTTT

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!ndia was vested with extensive powers for the supervision of banking in !ndia as the

Banking Authority.

7uring those days public has lesser confidence in the banks. As an aftermath deposit

mobilisation was slow. Abreast of it the savings bank facility provided by the 0ostal

department was comparatively safer. oreover, fundswere largely given to traders.

Phase II

BA&8!& 9T6:(T:6E !& !&7!A

Scheduled Banks in India

(A) Scheduled C!!e"cial Banks

Pu#lic sec$"

Banks

P"i%a$e sec$"

Banks

F"ei&n Banks

in India

Re&inal Ru"al

Bank

)1$ )1# )1+ )"*1

• &ationalized

Bank

• ;ther 0ublic

9ector Banks )!7B!

• 9B! and its

Associates

(B) Scheduled C'e"a$i%e Banks

Scheduled U"#an C'e"a$i%e

Banks ()

Scheduled S$a$e C'e"a$i%e

Banks (*)

1



'ere we more concerned about private sector banks and competition among them. Today,

there are 1# private sector banks in the banking 9ector< "+ old private sector banks and $

new private sector banks. These new banks have brought in state=of=the=art technology and

aggressively marketed their products. The 0ublic sector banks are facing a stiff

competition from the new private sector banks. The banks which have been setup in the

"++*s under the guidelines ;f the &arasimham (ommittee are referred to as &E>

06!?ATE 9E(T;6 BA&89.

INDIAN BANKING INDUSTRI+S

The !ndian banking market is growing at an astonishing rate, with Assets expected to reach

:9@" trillion by 1*"*. An expanding Economy, middle class, and technological

innovations are all (ontributing to this growth.

The countrys middle class accounts for over /1* million people. !n correlation with the

growth of the economy, rising income levels, increased standard of living, and affordability

of banking products are promising factors for continued expansion.

/



The !ndian banking !ndustry is in the middle of an !T revolution, focusing on the

expansion of retail and rural banking. 0layers are becoming increasingly customer =

centric in their approach, which has resulted in innovative methods of offering new

banking products and services. Banks are now realizing the importance of being a big

player and are beginning to focus their attention on mergers and ac5uisitions to take

advantage of economies of scale andor comply with Basel !! regulation. C!ndian

banking industry assets are expected to reach :9@" trillion by 1*"* and are poised to

receive a greater infusion of foreign capital,D says 0rathima 6a3an, analyst in (elents

banking group and author of the report.CThe 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.F

:0(;!& G;6E!& BA&89 IN INDIA

By 1**+ to 1*"* few more names is going to be added in the list of foreign banks in !ndia.

This is as an aftermath of the sudden interest shown by 6eserve Bank of !ndia paving

roadmap for foreign banks in !ndia greater freedom in !ndia. Among them is the worlds

best private bank by Euro oney magazine, 9witzerlands :B9.

The following are the list of foreign banks going to set up business in !ndia<=

-

http://www.celent.com/bios/PRajan.htm

http://www.celent.com/bios/PRajan.htm



• Royal Bank of Scotland

•

• Switzerland's UBS

•

• US-based GE Capital

•

• Credit Suisse Group

•

• Industrial and Commercial Bank of Cina

,+ UND+RSTAND YOUR ,OR-D

The 'ousing 7evelopment Ginance (orporation 4imited )'7G( was amongst the first

to receive an Hin principle approval from the 6eserve Bank of !ndia )6B! to set up a

bank in the private sector, as part of the 6B!s liberalization of the !ndian Banking !ndustry

in "++-. The bank was incorporated in August "++- in the name of '7G( Bank 4imited,

with its registered office in umbai, !ndia. '7G( Bank commenced operations as a

9cheduled (ommercial Bank in Ianuary "++2.

'7G( is !ndias premier housing finance company and en3oys an impeccable track record

in !ndia as well as in international markets. 9ince its inception in "+##, the (orporation has

maintained a (onsistent and healthy growth in its operations to remain the market leader in

mortgages. !ts outstanding loan portfolio covers well over a million dwelling units. '7G(

has developed significant expertise in retail mortgage loans to different market segments

and also has a large corporate client base for its housing related credit facilities. >ith its

experience in the financial markets, a strong market reputation, large shareholder base and

2



uni5ue consumer franchise, '7G( was ideally positioned to promote a bank in the !ndian

environment.

'7G( Bank began operations in "++2 with a simple mission to be a C>orld (lass !ndian

Bank.D !t realized that only a single minded focus on product 5uality and service

excellence would help us get there. Today, the Bank is proud to say that it is well on its

way towards that goal.

%



(;0A&J 06;G!4E

'7G( bank ltd provides various financial products and services. !t operates in three

segments< 6etail Banking, >holesale Banking, and Treasury. The 6etail banking segment

provides various deposit products, including savings Accounts, current accounts, fixed

deposits, and demat accounts. !t also offers Auto, personal, commercial vehicle, home,

gold, and educational loansK loans Against securities and property and health care finance

>orking capital finance, construction e5uipment finance, and warehouse 6eceipt loans, as

well as credit cards, debit cards, depository, investment Advisory, bill payments, and

transactional services. !n addition, this segment 9ells third party financial products, such as

mutual funds and insurance, as >ell as distributes life and general insurance products

through its tie=ups with insurance companies and mutual fund houses. The wholesale

banking 9egment provides loans, non=fund facilities, and transaction services to large

(orporate, emerging corporate, small and medium enterprise, supply chain, 0ublic sector

undertaking, central and state government departments, and !nstitutional customers. !t

offers deposit and transaction banking products, 9upply 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

arket, custodial, tax collection, and electronic banking. !n addition, it provides

correspondent bank services to co=operative banks, private banks, foreign banks, and

regional rural banks. The Treasury 9ervices segment operates primarily in areas, such as

foreign exchange, money market, interest rate trading, and E5uities. As of arch /", 1**+

'7G( bank had a network of ","-1 branches And /,1+2 automated teller machines in 21$

cities in !ndia. The company was founded in "++- and is based in umbai, !ndia.

#



.a"ch /001 .a"ch /002 .a"ch /003 .a"ch /004

Ci$ies 11$ /"% /1# 21$

B"anches 2/2 %$- #%" ""-1

AT.5s"/1/ "%*2 "+## /1+2

As of arch /", 1**$, the Banks distribution network was at #%" Branches and "+##

ATs in /1# cities as against %$- branches and ",%*2 ATs in /"% cities as of arch /",

1**#. Against the regulatory approvals for new branches in hand, the Bank expects to

further expand the branch network by around "2* branches by Iune /*, 1**$. 7uring the

year, the Bank stepped up retail customer ac5uisition with deposit accounts increasing from

%.1 million to $.# million and total cards issued )debit and credit cards increasing from #

million to +.1 million. >hilst credit growth in the banking system slowed down to about

11L for the year ended 1**$=*+, the Banks net advances grew by /2."L with retail

advances growing by /$.%L and wholesale advances growing by /*L, implying a higher

market share in both segments.

The transactional banking business also registered healthy growth with cash management

volumes increased by around $*L and trade services volumes by around -*L over the

previous year. 0ortfolio 5uality as of arch /", 1**$ remained healthy with gross

nonperforming assets at "./L and net non=performing assets at *.-L of total customer

assets.

$



T+CHNO-OGY US+D IN HDFC BANK

!n 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 6B! initiatives to take the step for the private sector banks, more and

more changes are taking the part into it. That are create competition between the private

sector banks and public sector bank. 0rivate sector banks are today used the latest

technology for the different transaction of day to day banking life. As we know that

!nformation 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. '7G( BA&8 is the leader in the industries and today !T and '7G(

BA&8 together combined they reached the sky. &ew technology changed the mind of the

customers and changed the 5ueue 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 !nternet banking, in a year 1**" )1L and in the year 1**$

)12L. This type of technology gives the freedom to retail customers.

+



'7G( BA&8 is the very consistent player in the new private sector banks. &ew privatesector banks to withstand the competition from public sector banks came up withinnovative products and superior service.

HDFC BANK PRODUCT AND CUSTO.+R S+G.+NTS

P+RSONA- BANKING

-an P"duc$ De'si$ P"duc$ In%es$!en$ 6 Insu"ance

• Auto 4oan

• 4oan Against

9ecurity

• 4oan Against

0roperty

• 0ersonal loan

• (redit card

• 1=wheeler loan

• (ommercial

vehicles finance

• 'ome loans

• 6etail business

banking

• Tractor loan

• >orking (apital

Ginance• (onstruction

E5uipment Ginance

• 'ealth (are

Ginance

• Education 4oan

• old 4oan

• 9aving ac

• (urrent ac

• Gixed deposit

• 7emat ac

• 9afe 7eposit

4ockers

• utual Gund

• Bonds

• 8nowledge (entre

• !nsurance

• eneral and 'ealth

!nsurance• E5uity and 7erivatives

• udra old Bar

"*



Ca"ds Pa7!en$ Se"%ices Access T Bank

• (redit (ard

• 7ebit (ard

• 0repaid (ard

================================ F"e8 Se"%ices

================================

• 0roduct M 9ervices

• Trade 9ervices

• Gorex serviceBranch 4ocater

• 6B! uidelines

• &et9afe

• erchant

• 0repaid 6efill

• Billpay

• ?isa Billpay

• !nsta0ay

• 7irect0ay

• ?isaoney

Transfer

• eNonies

Electronic GundsTransfer

• ;nline 0ayment of

7irect Tax

• &etBanking

• ;ne?iew

• !nstaAlert

obile Banking

• AT

• 0hone Banking

• Email 9tatements

• Branch &etwork

,HO-+SA-+ BANKING

C"'"a$e S!all and .ediu!+n$e"'"ises Financial Ins$i$u$insand T"us$s

• Gunded 9ervices

• &on Gunded

9ervices

• ?alue Added

9ervices

• !nternet Banking

• Gunded 9ervices

• &on Gunded 9ervices

• 9pecialized 9ervices

• ?alue added services

• !nternet Banking

BANKS

• (learing 9ub=embership

• 6T9 N sub membership

• Gund Transfer

• AT Tie=ups

• (orporate 9alary ac

• Tax (ollection

Financial Ins$i$u$ins

.u$ual Funds

S$ck B"ke"s

Insu"ance C!'anies

""



C!!di$ies Business

T"us$s

BUSIN+SS .I9

T$al De'si$s G"ss Ad%ances Ne$ Re%enue

Retail !olesale

• '7G( Bank is a consistent player in the private sector Bank and have a

well balanced product and business mix in the !ndian as well as overseasmarkets.

• (ustomer segments )retail M wholesale account for $-L of &et revenues

)GJ 1**$

• 'igher retail revenues partly offset by higher operating and credit costs.

• E5ually well positioned to grow both segments.

.

"1



B:9!&E99 9T6ATEJ

'7G( BA&8 mission is to be Fa >orld (lass !ndian BankF, benchmarking themselves

against international standards and best 0ractices in terms of product offerings,

technology, service levels, risk management and audit M compliance. The ob3ective is to

build sound customer franchises across distinct businesses so as to be a preferred provider

of banking services for target retail and wholesale customer segments, and to achieve a

healthy growth in profitability, consistent with the Banks risk appetite. Bank is committed

to do this while ensuring the highest levels of ethical standards, professional integrity,

corporate governance and regulatory compliance. (ontinue to develop new product and

technology is the main business strategy of the bank. aintain good relation with the

customers is the main and prime ob3ective of the bank.

HDFC BANK #usiness s$"a$e&7 e!'hasi:es $he ;ll<in&=

• !ncrease market share in !ndias expanding banking and financial services

industry by following a disciplined growth strategy focusing on 5uality and not

on 5uantity and delivering high 5uality customer service.

"/



• 4everage our technology platform and open scaleable systems to deliver more

products to more customers and to control operating costs.

• aintain current high standards for asset 5uality through disciplined credit risk

management.

• 7evelop innovative products and services that attract the targeted customers

and address inefficiencies in the !ndian financial sector.

• (ontinue to develop products and services that reduce banks cost of funds.

• Gocus on high earnings growth with low volatility.

!&9!7E '7G( BA&8

G!?E C9D, 0A6T ;G 8A!OE&

>;68 04A(E T6A&9G;6AT!;&

Gocus on effective work place organization

Believe in

>S!all chan&es lead $ la"&e i!'"%e!en$?

Every successful organization has their own strategy to win the race in the competitive

market. They use some techni5ue and methodology for smooth running of business.

"-



'7G( BA&8 also ac5uired the Iapanese techni5ue for smooth running of work and

effective work place organization.

Give H9 0art of 8aizen is the techni5ue which is used in the bank Gor easy and systematic

work place and eliminating unnecessary things from the work place.

• !t can be started immediately.

• Every one has to participate.

• Give C9D is an entirely people driven initiatives.

• Brings in concept of ownership.

• All wastages are made visible.

G!?E H9 eans<=

S-1 SORT SEIRIS-2 SYSTEMATIZE SEITON

S-3 SPIC-N-SPAN SEIRO

S-4 STANDARDIZE SEIKETSU

S-5 SUSTAIN SHITSUKE

)" SORT=@

!t focuses on eliminating unnecessary items from the work place.

!t is excellent way to free up valuable floor space.

!t segregates items as per Cre5uire and wantedD.

"2



)1) SYST+.ATI+<=

9ystematize is focus on efficient and effective 9torage method.

That means it identify, organize and arrange retrieval.

!t largely focuses on good labeling and identification practices.

;b3ective< = CA place for everything and everything in its placeD.

)/) SPIC@ n @ SPAN<=

9pic=n=9pan focuses on regular clearing and self inspection. !t brings in the sense ofownership.

)- STAND+RDI+<=

!t focuses on simplification and standardization. !t involves standard rules and policies. !testablish checklist to facilitate autonomous maintenance of workplace. !t assignsresponsibility for doing various 3obs and decides on Give 9 fre5uency.

)2 SUSTAIN=@

!t focuses on defining a new status and standard of organized work place. 9ustain meansregular training to maintain standards developed under 9=-. !t brings in self= discipline andcommitment towards workplace organization.

"%

Gre5uently6e5uired

4essGre5uently6e5uired6emove

everything fromworkplace >anted butnot re5uired Iunk



!n the '7G( BA&8 each department has their different color coding apply on the different

file. 7ue to this everyone aware about their particular color file which is coding on it and

they save their valuable time. !t is a part of 8aizen and also included in the system of the

Give H9. 4ogic behind it that, the color coding is always differentiating the things from the

similar one.

':A& 6E9;:6(E9

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 "-$#$ as of arch/", 1**% to 1"-## as of arch /", 1**#. The Bank continues to

"#



focus on training its employees on a continuing basis, both on the 3ob 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 +*** employees.

6:0EE EA6&E7 = 6:0EE 90E&T

"$



!t is more important for every organization to know about from where and where to spentmoney. And balanced between these two things rupee earned and rupee spent are re5uiredfor smooth running of business and financial soundness. This type of watch can controland eliminate the unnecessary spending of business. !n this diagram it include both thingsfrom where Bank earned 6upee and where to spent.

'7G( BA&8 earned from the H!nterest from Advances 2"."- L, H!nterest from!nvestment 1#."1 L, bank earned commission exchange and brokerage of "2.12 L. Theseare the ma3or earning 9ources of the bank. Bank also earned from the Gorex and7erivatives and some other !nterest !ncome. Bank spent /+.#2 L on !nterest Expense,/*.1# L on ;perating Expense and "-.2$ L on 0rovision. Bank also spent 7ividend andTax on dividend, 4oss on !nvestment, Tax. As we discuss above that balancing is must between these two for every organization especially in the era of globalization where thereare stiff competition among various market players.

"+



6E(E&T 7E?E4;0E&T

The 6eserve Bank of !ndia has approved the scheme of amalgamation of Cen$u"in

Bank ; Puna# -$d with HDFC Bank -$d with effect from ay 1/, 1**$.

All the branches of (enturion Bank of 0un3ab will function as branches of '7G( Bankwith effect from ay 1/, 1**$. >ith 6B!s approval, all re5uisite statutory and regulatoryapprovals for the merger have been obtained.

The combined entity would have a nationwide network of ""%# branchesK a strong deposit base of around 6s.",11,*** crores and net advances of around 6s.$+,*** crores. The balance sheet size of the combined entity would be over 6s.",%/,*** crores.

.e"&e" <i$h Cen$u"in Bank ; Puna# -i!i$ed

1*



;n arch 1#, 1**$, the shareholders of the Bank accorded their consent to a scheme ofamalgamation of (enturion Bank of 0un3ab 4imited with '7G( Bank 4imited. Theshareholders of the Bank approved the issuance of one e5uity share of 6s."*= each of'7G( Bank 4imited for every 1+ e5uity shares of 6e. "= each held in (enturion

Bank of 0un3ab 4imited. This is sub3ect to receipt of Approvals from the 6eserve Bank of!ndia, stock exchanges and other re5uisite statutory and regulatory authorities. Theshareholders Also accorded their consent to issue e5uity shares andor warrants convertibleinto e5uity shares at the rate of 6s.",2/*."/ each to '7G( 4imited andor other promoter group companies on preferential basis, sub3ect to final regulatory approvals inthis regard. The 9hareholders of the Bank have also approved an increase in theauthorized capital from 6s.-2* crores to 6s.22* crores.

0romoted in "++2 by 'ousing 7evelopment Ginance (orporation )'7G(, !ndiasleading housing finance company, '7G( Bank is one of !ndias premier banks providing awide range of financial products and services to its over "" million customers acrosshundreds of !ndian cities using multiple distribution channels including a pan=!ndianetwork of branches, ATs, phone banking, net banking and mobile banking. >ithin arelatively short span of time, the bank has emerged as a leading player in retail banking,wholesale banking, and treasury operations, its three principal business segments. The banks competitive strength clearly lies in the use of technology and the ability to deliverworld=class service with rapid response time. ;ver the last "/ years, the bank has

successfully gained market share in its target customer franchises while maintaininghealthy profitability and asset 5uality.

As on arch /", 1**$, the Bank had a network of #%" branches and ",+## ATs in /1#cities. Gor the year ended arch /", 1**$, the Bank reported a net profit of !&6 "2.+* billion )6s."2+*.1crore,up /+./L, over the corresponding year ended arch /",1**#. As of arch /", 1**$ total deposits were !&6 "**#.%+ billion,)6s."**,#%+crore up -#.2L over the corresponding year ended arch /", 1**#. Total balance sheetsize too grew by -%.*L to !&6 ",//".## billion )"//"## crore. 4eading !ndian and

international 0ublications have recognized the bank for its performance and 5uality.

1"



(enturion Bank of 0un3ab is one of the leading new generations 0rivate sector banks in!ndia. The bank serves individual consumers, small and medium businesses and largecorporations with a full range of financial products and services for investing, lending andadvice on financial planning. The bank offers its customers an array of wealthmanagement products such as mutual funds, life and general insurance and has establisheda leadership Hposition. The bank is also a strong player in foreign exchange services, personal loans, mortgages and agricultural loans.

Additionally the bank offers a full suite of &6! banking products to ;verseas !ndians. ;n1+th August 1**#, (enturion Bank of 0un3ab merged with 4ord 8rishna Bank )48B, postobtaining all re5uisite statutory and regulatory approvals. This merger has furtherstrengthened the geographical reach of the Bank in ma3or towns andcities across the country, especially in the 9tate of 8erala, in addition to its existingdominance in the northern part of the country.

(enturion Bank of 0un3ab now operates on a strong nationwide franchise of -*- branchesand -21 ATs in "+* locations across the country, supported by employee base of over

#,2** employees. !n addition to being listed on the ma3or !ndian stock exchanges, theBanks shares are also listed on the 4uxembourg 9tock Exchange.

11



A('!E?EE&T !& 1**+

:T! G=(&B( T?"$Ginancial AdvisorAwards 1**+

Best 0erforming Bank

Business 9tandard BestBanker Award

r. Aditya 0uri, 7, '7G( Bank

Ge Best Bank Awards1**+

= Best !nnovator of the year award for 7 r. Aditya 0uri= 9econd Best 0rivate Bank in !ndia

= Best in 9trength and 9oundness Award

Euro money Awards1**+

Best Bank in !ndia

Economic Times BrandE5uity M &ielsen6esearch annual survey1**+

ost Trusted Brand = 6unner :p

Asia oney 1**+

Awards Best 7omestic Bank in !ndia!BA BankingTechnology Awards1**+

Best !T overnance Award = 6unner up

lobal Ginance Award Best Trade Ginance Bank in !ndia for 1**+

!76BT BankingTechnology ExcellenceAward 1**$

Best !T overnance and ?alue 7elivery

Asian Banker

Excellence in 6etailGinancial 9ervices

Asian Banker Best 6etail Bank in !ndia Award 1**+

1/

http://www.hdfcbank.com/aboutus/awards/default.htm#%23


















S,OT ANA-YSIS

STR+NGTH

• 6ight strategy for the right

products.

• 9uperior customer service vs.

competitors.

• reat Brand !mage

• 0roducts have re5uired

accreditations.

• 'igh degree of customer

satisfaction.

•

ood place to work

• 4ower response time with

efficient and effective service.

• 7edicated workforce aiming at

making a long=term career in the field.

,+AKN+SS+S

• 9ome gaps in range for certain

sectors.

• (ustomer service staff needs

training.

• 0rocesses and systems, etc

• anagement cover insufficient.

• 9ectoral growth is

constrained by lowunemployment levels andcompetition for staff

1-



O''"$uni$ies

• 0rofit margins will be good.

• (ould extend to overseas broadly.

• &ew specialist applications.

• (ould seek better customer deals.

• Gast=track career development

opportunities on an industry=wide

basis.

• An applied research centre to create

opportunities for developingtechni5ues to provide added=valueservices.

Th"ea$s

• 4egislation could impact.

• reat risk involved

• ?ery high competition prevailing in

the industry.

• ?ulnerable to reactive

attack by ma3or competitors

• 4ack of infrastructure in rural areas

could constrain investment.

• 'igh volumelow cost market is

intensely competitive.

12



OB+CTIE+S OF TH+ STUDY

• To know the customer satisfaction level and their perception regarding '7G(

Bank.

• To know the customer awareness regarding the Banks products.

• To know the level of interest of customer regarding the different schemes of bank.

• To know the preference of customer regarding the extra services.

• To know the problems of customer regarding bank.

1%



R+S+ARCH .+THODO-OGY

6esearch is a careful investigation or in5uiry especially through search for new facts in branch of knowledge< market research specifies the information. 6e5uired to address theseissues< designs the method for collecting information< manage and implements the datacollection process analyses the results and communicates the finding and their implications.

6esearch problem is the one which re5uires a researcher to find out the best solution for thegiven problem that is to find out the course of action, the action the ob3ectives can beobtained optimally in the context of a given environment.

R+S+ARCH D+SIGN

A framework or blueprint for conducting the research pro3ect. !t specifies the details of the

procedures necessary for obtaining the information needed to structure andor solve

research problems. A good research design lays the foundation for conducting the pro3ect.

A good research design will ensure that the research pro3ect is conducted effectively and

efficiently. Typically, a research design involves the following components, or tasks<

7efine the information needed.

7esign the research.

9pecify the measurement and scaling procedures.

(onstruct and present a 5uestionnaire or an appropriate form for data collection.

9pecify the sampling process and sampling size.

7evelop a plan of data analysis.

Da$a Cllec$in= @ The ob3ectives of the pro3ect are such that both primary and

secondary data is re5uired to achieve them. 9o both primary and secondary data was usedfor the pro3ect. The mode of collecting primary data is 5uestionnaire mode and sources ofsecondary data are various magazines, books, newspapers, M websites etc.

1#



". P"i!a"7 Da$a= The primary data was collected to measure the customer satisfaction

and their perception regarding '7G( Bank. The primary data was collected by means of5uestionnaire and analysis was done on the basis of response received from the customers.

The 5uestionnaire has been designed in such a manner that the consumers satisfactionlevel can be measured and consumer can enter his responses easily.

1. Secnda"7 Da$a= The purpose of collecting secondary data was to achieve the

ob3ective of studying the recent trends and developments taking place in banking.

Sa!'le si:e N

"** customers were selected.

Sa!'lin& Uni$

urdaspur

Sa!'lin& Techniue

(onvenient sampling.

Anal7sis and In$e"'"e$a$in

After the data collection, it was compiled, classified and tabulated manually and with helpof computer. Then the task of drawing inferences was accomplished with the help of percentage and graphic method.

1$



* F" h< ln& 7u a"e 'a"$ ; HDFC Bank

Res'nse N ; Res'nden$s a&e ; Res'nden$s4ess than % onths 1* 1*L

4ess than " Jear /# /#L4ess than 1 Jears "- "-L

ore than 1 Jears 1+ 1+L

Total "** "**L

"#$

%&$'($

")$

*ess tan + ,onts *ess tan -ear

*ess tan " -ears ,ore tan " -ears

In$e"'"e$a$in=

Grom the above graph it is clear that ma3ority of the respondents are part of '7G( Bank

from last one year i.e. /#LK 1+L of the respondents are part of '7G( Bank from last morethan 1 yearsK 1*L respondents from % months and remaining "-L respondents are part of'7G( Bank for last two years.

1+



/ ,ha$ a"e "easns $ha$ a$$"ac$ 7u $ #e a cus$!e" ; $he

#ank

Res'nse N ; Res'nden$s a&e ; Res'nden$s!mage 12 12L

Extra 9ervices 12 12L

9ervices -2 -2L

All of above 2 2L

ima.e#

/

#

/

"#

"/

%#

%/

(#

(/

ima.e

E0tra ser1ices

ser1ices

all of abo1e

In$e"'"e$a$in=

Grom the above graph it is clear that ma3ority of the respondents i.e. -2L are become partof '7G( Bank because of its servicesK 12L because of its imageK 12L because of its extraservices and rest because of all the three factors.

/*



A"e 7u a<a"e ; $he di;;e"en$ se"%ices ;;e"ed #7 HDFC

Bank

Res'nse N ; Res'nden$s a&e ; Res'nden$sJes +" +"L

&o + +L

Total "** "**L

)'$

)$

-es 2o

In$e"'"e$a$in=

Grom the above graph it is clear that ma3ority of the respondents are aware of products andservices offered by '7G( Bank i.e. +"L and +L respondents are not aware of servicesoffered by '7G( Bank.

/"



J D 7u kn< a#u$ $hese ;ll<in& se"%ices ; $he #ank

Res'nse N ; Res'nden$s a&e ; Res'nden$s9aving ac "** "**L

Gixed deposits "** "**L(urrent ac 2/ 2/L

7emat ac 2 2L

(redit cards 12 12L

utual funds "% "%L

4oans +2 +2L

#

"#

(#

+#

3#

##

"#

sa1in. a4c

fi0ed deposits

current a4c

demat a4c

credit cards

mutual funds

loans

In$e"'"e$a$in=

Grom the above graph it is clear that ma3ority of the respondents are aware of saving ac MG7s i.e. "**L.2/L are aware about current ac, 2L demat ac, 12L credit card, "%Lmutual fund and +2L are aware of loans.

/1



,hich ; $hese se"%ices a"e 7u usin&

Res'nse N ; Res'nden$s a&e ; Res'nden$s

9aving ac %2 %2LGixed deposits 2$ 2$L

(urrent ac -* -*L

7emat ac / /L

(redit cards * *L

utual funds "* "*L

4oans -# -#L

##"#

%#(#/#+#&#

sa1in. a4c

sa1in. a4c

fi0ed deposits

current a4c

demat a4c

credit cardmutual funds

loans

In$e"'"e$a$in=

Grom the above graph it is clear that ma3ority of the respondents are using saving ac i.e.%2L.2$L are using G7s, -*L current ac, /L demat ac, *L credit card, "*L mutual fundand -#L are aware of loans.

//



1 ,hich ; $hese se"%ices a"e 7u ;u"$he" in$e"es$ed in


9aving ac 1* 1*LGixed deposits 1- 1-L

(urrent ac "* "*L

7emat ac * *L

(redit cards * *L

utual funds 1/ 1/L

4oans "+ "+L

#

/

#

/

"#

"/

%#

sa1in. a4c

56's

current a4c

demat a4c

credit cards

mutual funds

loans

In$e"'"e$a$in=

Grom the above graph it is clear that ma3ority of the respondents are interesting in G7s i.e.1-L,1*L are interesting in saving ac, -*L current ac, 1/L mutual fund, "+L in loansand no body is interesting in credit cards and demat acs.

/-



2 ,hich se"%ice ; $he #ank <uld 7u "a$e $he #es$


9aving ac // //LGixed deposits -* -*L

(urrent ac "1 "1L

7emat ac * *L

(redit cards * *L

utual funds "* "*L

4oans 2 2L

#

/

#

/

"#

"/

%#

%/

(#

sa1in. a4c

56's

current a4c

demat a4c

credit cards

mutual funds

loans

In$e"'"e$a$in=

Grom the above graph it is clear that //L of the respondent rate saving ac, the best product. -*L said G7s are best. "1L said current ac."*L said about mutual funds.2L

said about loans and no one rate demat ac M credit card.

/2



4 ,hich ; $he ;ll<in& +8$"a se"%ice ; $he #ank <uld 7u

like $ & in ;"


0hone banking 2 2LAT %* %*L

&et banking "* "*L

Bill payment "* "*L

&on of these 2 2L

All of these "* "*L

# "# (# +# 3#

all of tese

non of tese

bill payment

net bankin.

78,

pone bankin.

In$e"'"e$a$in=

Grom the above graph it is clear that 2L of the respondents would like to go for phone

banking, %*L for ATs, "*L for net banking, "*L for bills payment, 2L dont want anyinnovative services and "*L want all these services.

*0 ,ha$ is 7u" 'e"ce'$in a#u$ $he se"%ice ; $he #ank

/#



Res'nse N ; Res'nden$s a&e ; Res'nden$sood /2 /2L

Average 22 22L0oor "* "*L

#

#

"#

%#

(#

/#

+#

Good

71era.e

9oor

In$e"'"e$a$in=

Grom the above graph it is clear that /2L of the respondents found the service of '7G(Bank good, 22L found it average and "*L found it poor.

** A"e 7u sa$is;ied <i$h $he dealin& ; $he #ank ;;icials

/$



Res'nse N ; Res'nden$s a&e ; Res'nden$sJes /* /*L

&o 12 12L

To some extent -2 -2L

#

/

'#

'/

"#

"/

%#

%/

(#

(/

-es

2:

8: some

e0tent

In$e"'"e$a$in=

Grom the above graph it is clear that /*L of the respondents are satisfied with the dealingof the bank officials, -2L are not fully satisfied and 12L are dissatisfied.

/+



*/ An7 '"#le! 7u a"e ;acin& "e&a"din& $he #ank


Timeliness #$ #$L(ustomer relationship "1 "1L

!nfrastructure "* "*L

;thers * *L

#

#"#

%#

(#

/#

+#

&#

3#

8imeliness

Customer

relationsip

Infrastrusture

:ter

In$e"'"e$a$in=

Grom the above graph it is clear that #$L of the respondent facing the problem of

timeliness, "1L customer relationship and "*L of infrastructure.

* H< likel7 a"e 7u $ "ec!!end Bank se"%ices $ a

;"iend " cllea&ue

-*



Res'nse N ; Res'nden$s a&e ; Res'nden$s?ery unlikely $ $L

9omewhat unlikely /* /*L

&either likely nor unlikely "# "#L

9omewhat likely /2 /2L

?ery likely "* "*L

1ery unlikely

somewat

unlikely

neiter likelynor unlikely

somewat

likely

1ery likely

In$e"'"e$a$in=

Grom the above graph it is clear that $L of the respondents are unlikely to recommendthe products of '7G( Bank to their friends and colleagues, /*L said somewhatunlikely, "#L said neither likely nor unlikely, /2L said somewhat likely and "*L saidvery likely.

*J H< <ill 7u "a$e $he HDFC Bank in !ain$ainin& &d

cus$!e" "ela$inshi'

-"



Res'nse N ; Res'nden$s a&e ; Res'nden$sood 1* 1*L

Average 2# 2#L

0oor // //L

good

A!"#g!

$#d

In$e"'"e$a$in=

Grom the above graph it is clear that 1*L of the respondents said '7G( Bank is good inmaintaining customer relationship, 2#L said it is average and rest //L said it is poor in themaintenance.

* ,ha$ is 7u" %e"all sa$is;ac$in "a$in& <i$h u" #ank


-1



?ery dissatisfied 1 1L

9omewhat dissatisfied + +L

&either satisfied nordissatisfied

1" 1"L

?ery satisfied -$ -$L

9omewhat satisfied 1* 1*L

Ratin. of te company

" ) " '

( 3

" #

# /# ## /#

!"% d&ss#'&sf&!d

so(!)*#'

d&ss#'&sf&!d

n!&'*!" s#'&sf&!d

!"% s#'&sf&!d

so(!)*#' s#'&sf&!d

In$e"'"e$a$in=

Grom the above graph it is clear that -$L of the respondents are very satisfied with the bank, 1*L are somewhat satisfied, 1"L are neither satisfied nor dissatisfied, +L aresomewhat dissatisfied and 1L are very much dissatisfied with the bank.

FINDINGS OF TH+ STUDY

+ a3ority of the customers are satisfied with '7G( Bank.

-/



+ a3ority of the customers are aware of services and extra services offered by '7G(Bank. But not all the services.

+ The ma3ority of the customers found services of the bank are average.

+ a3ority of the respondents are found the bank is average in maintaining the goodcustomer relationship.

+ a3ority of the respondent said that they are facing the problem of timeliness andrest are facing problem of customer relationship and infrastructure.

+ The perception of the ma3ority of the customer regarding the bank is good becausema3ority of the customers are satisfied with the bank and they also recommend the productsof the bank.

+

The most preferable extra service is ATs and the less preferable services are bills payment, net banking and phone banking.

+ The ma3ority of customers are more interested in G7s, mutual funds and savingacs.

+ The ma3ority of the customers are satisfied with the dealing of the officials uptosome extent.

+ ain factor that attract customers towards bank is the services of the bank.

+ 9ervices that are most used by the customer are saving ac, G7s, current ac andloans.

SUGG+STIONS AND R+CO..+NDATIONS

--



+ ore stress should give on the advertisement and promotional activities.

+ The Bank should make some efforts to improving good relationship with customer.

+

The bank should enhance their services according to the needs of the customer.

+ The bank makes its procedures less time consuming.

+ The bank should make effort to aware the customers about their all the extraservices.

-I.ITATIONS OF TH+ STUDY

-2



!t is said, C&othing is perfectD and if the 5uite is true, ! am sure that there would be fewshortcoming in this pro3ect also. 9incere efforts have been made to eliminate discrepanciesas far as possible but few would have reminded due to limitations of the study. These are<

The research was carried out in a short period.

4imited sample size.

The information given by the respondent might be biased some of them might not be interested to given correct information.

9ome of the respondents of the survey were unwilling to share information.

-%



CONC-USION

At the end ! would like to conclude that The !ndian banking market is growing at anastonishing rate, with Assets expected to reach :9@" trillion by 1*"*. '7G( bank had a

network of ","-1 branches And /,1+2 automated teller machines in 21$ cities in !ndia.. The

ma3ority of customers are satisfied. But the bank should target on the rest of the customers

who are not satisfied. The customers are aware about the banks services but the Bank

should try to create more awareness among people. '7G( Bank should lay more stress on

advertisements, both in print as well as in other media for this purpose. &umber of

formalities should reduce, as customer feels irritated with lots of formalities and it will save

the time of customer and Bank also.

-#



BIB-IOGRAPHY

• www.bnknetindiacombankingfinance

• http<en.wikipedia.orgwikibankingfinancialcompany

• www.hdfcbank.com

• www.hdfcbankproductsfinance

• www.google.com

• www.iloveindia.com.

-$

http://www.bnknetindia/com/banking/finance

http://en.wikipedia.org/wiki/bankingfinancialcompany

http://www.hdfcbank.com/

http://www.hdfcbank/products/finance

http://www.google.com/

http://www.bnknetindia/com/banking/finance

http://en.wikipedia.org/wiki/bankingfinancialcompany

http://www.hdfcbank.com/

http://www.hdfcbank/products/finance

http://www.google.com/



U+STIONNAIR+

2ame ;;;;;;;;;;;;;;;;;;;;;; 7.e ;;;;;;;;;;;;;;;;;;;;;;;

Gender ;;;;;;;;;;;;;;;;;;;;; :ccupation ;;;;;;;;;;;;;;;;;

7nnually Income ;;;;;;;;;;;;; e-mail ;;;;;;;;;;;;;;;;;;;;;

7ddress ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;

". Gor how long you are part of '7G( BankP

4ess than % onths ) 4ess than " Jear )

4ess than 1 Jears ) ore than 1 Jears )

1. >hat are reasons that attract you to be a customer of the bankP

a its image )

b its service )

c products )

d all of the above )

/. Are you aware of the different services offered by '7G( BankP

Jes ) &o )

-+



-. 7o you know about these services of the banking industryP

a 9avings ac Jesno

b Gixed deposits yesno

c (urrent acs yesno

d 7emat acs yesno

e (redit card yesno

f !nsurances yesno

g utual funds yesno

h 4oans yesno

2. >hich of these products are you usingP

a 9avings ac yesno

b Gixed deposits yesno

c (urrent ac yesno

d 7e=mat ac yesno

e (redit card ac yesno

f !nsurance yesno

g utual finds yesno

h 4oans yesno

%. >hich of these products are you more interested inP

a 9avings ac yesno

B Gixed deposits yesno

c (urrent ac yesno

2*



d 7e=mat ac yesno

e (redit card ac yesno

f !nsurance yesno

g utual finds yesno

h 4oans yesno

#. >hich services of the banks would you rate the bestP

a 9aving ac

b Gixed deposits

c (urrent ac

d 7e=mat ac

e (redit card ac

f !nsurance

g utual finds

h 4oans

$. 7o you know about the extra services being provided by

the bankP

a Jes

b &o

2"



+. >hich of the following extra service of the banks would you

4ike to go in forP

a 0hone banking )

b AT )

c &et banking )

d obile banking )

e Bill payment )

f &one of these )

g All of these )

"*. >hat is your perception regarding the service of the bankP

a ood )

b Average )

c 0oor )

"". Are you satisfied with the dealing of the bank officialsP

a. Jes )

b. &o )

c. To some extend )

"1. Any problem you are facings regarding the bankPTimeliness ) (ustomer relationship ) !nfrastructure ) ;thers )

21



"/. 'ow likely are you to recommend Bank services to a friend or colleagueP

)" ?ery unlikely ) )1 9omewhat unlikely ) )/ &either likely nor unlikely )

)- ?ery likely ) )2 9omewhat likely )

"-. 'ow will you rate the '7G( Bank in maintaining good customer relationshipP )" ood ) )1 Average ) )/ 0oor )

"2. >hat is your overall satisfaction rating with our companyP )" ?ery dissatisfied ) )1 9omewhat dissatisfied ) )/ &ether satisfied nor dissatisfied ) )- ?ery satisfied ) )2 9omewhat satisfied )

Thanks ;" 'a"$ici'a$in& in $he su"%e7

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