Presented To:Dr. Manjit Singh

Presented By:Pallavi AgarwalMFC- IIRoll No.- 512

Contents Objectives of the study Research methodology Company profile Business mission Capital structure Amalgamation Distribution Technology Management Business Loans Pre-requisites for loan Comparison of loans Customer satisfaction survey Suggestions Limitations Questionnaire

OBJECTIVES OF OBJECTIVES OF THE STUDYTHE STUDY

The objective of the study is divided into two parts:The objective of the study is divided into two parts:Primary Objective:Primary Objective:The main objective of the study is to find out the tariff charges, percentage of The main objective of the study is to find out the tariff charges, percentage of funding, tenure of loan and other charges charged by other banks in funding, tenure of loan and other charges charged by other banks in comparison to HDFC Bank. The aim of the study is to help HDFC to know comparison to HDFC Bank. The aim of the study is to help HDFC to know where it lacks in Loans and how far the performance of other banks is better, where it lacks in Loans and how far the performance of other banks is better, so that HDFC figure out the common problems being faced by customers so that HDFC figure out the common problems being faced by customers while dealing in the Loan Department so that further HDFC can improves its while dealing in the Loan Department so that further HDFC can improves its services and schemes offered by them to their customers.services and schemes offered by them to their customers.Secondary objective:Secondary objective:The secondary objective of the study is to find out the extent to which customer The secondary objective of the study is to find out the extent to which customer expectations match HDFC performance in Loan services. This was done to expectations match HDFC performance in Loan services. This was done to help HDFC to recognize their faults in customer dealing .As in this help HDFC to recognize their faults in customer dealing .As in this competitive world customer satisfaction is more important than huge profits so competitive world customer satisfaction is more important than huge profits so customer satisfaction survey will help it in finding out its position. customer satisfaction survey will help it in finding out its position.

RESEARCH METHODOLOGY

PRIMARY DATAQuestionnaire Open and close ended questionsInterviewPersonal visits to Various banks

SECONDARY DATAWebsite of HDFCPamphlets & BrochuresMagazinesArticles & News papers

TOOLS USEDComparative Study AnalysisStatistical tools like pie charts & tables

SUGGESTIONS

COMPANY COMPANY PROFILEPROFILE

The The HDFC Bank Ltd. HDFC Bank Ltd. (BSE: 500180, NYSE: (BSE: 500180, NYSE: HDB)HDB) is a commercial bank of India, incorporated is a commercial bank of India, incorporated on on 3030thth August 1994 August 1994 in the name of ‘HDFC Bank in the name of ‘HDFC Bank Limited’, with its registered office in Mumbai, India , Limited’, with its registered office in Mumbai, India , after the Reserve Bank of India allowed establishing after the Reserve Bank of India allowed establishing private sector banks. HDFC Bank commenced private sector banks. HDFC Bank commenced operations as a Scheduled Commercial Bank on operations as a Scheduled Commercial Bank on 16th 16th January 1995January 1995.. The Bank was promoted by the The Bank was promoted by the Housing Development Finance Corporation, a Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of premier housing finance company (set up in 1977) of India. India.

BUSINESS BUSINESS MISSIONMISSION

HDFC Bank's mission is to be a World-Class Indian HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises Bank. The objective is to build sound customer franchises across distinct businesses so as to be the across distinct businesses so as to be the preferred preferred provider of banking servicesprovider of banking services for target retail and for target retail and wholesale customer segments. HDFC Bank's business wholesale customer segments. HDFC Bank's business philosophy is based on philosophy is based on four core valuesfour core values - Operational - Operational Excellence, Customer Focus, Product Leadership and Excellence, Customer Focus, Product Leadership and People. People.

CAPITAL STRUCTURE The present Authorized Share Capital of the Bank is Rs. 550,00,00,000/- Paid up Share Capital as on March 31,2009 is Rs. 425,38,41,090/-

From year

Toyear

Authorizedcapital

Issued Paid upcapital

Paid up shares(nos.)

2008 2009 550.00 425.38 425384109

2007 2008 450.00 354.43 354432920

2006 2007 450.00 319.39 319389608

2005 2006 450.00 313.14 313142408

2004 2005 450.00 309.88 309875308

2003 2004 450.00 284.79 284791713

AMALGAMATIONAMALGAMATIONIn a milestone transaction in the Indian banking industry, In a milestone transaction in the Indian banking industry, Times Times Bank LimitedBank Limited (another new private sector bank promoted by Bennett, (another new private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with HDFC Bank Ltd., Coleman & Co./Times Group) was merged with HDFC Bank Ltd., effective effective February 26, 2000February 26, 2000. As per the scheme of amalgamation . As per the scheme of amalgamation approved by the shareholders of both banks and the RBI, approved by the shareholders of both banks and the RBI, shareholders of Times Bank received shareholders of Times Bank received 1 share of HDFC Bank for 1 share of HDFC Bank for every 5.75 shares of Times Bankevery 5.75 shares of Times Bank. RBI, has approved the scheme of . RBI, has approved the scheme of amalgamation of amalgamation of Centurian Bank of PunjabCenturian Bank of Punjab with HDFC Bank with with HDFC Bank with effect from effect from 23 May,200823 May,2008. As per the scheme of amalgamation, . As per the scheme of amalgamation, shareholders of CBoP received shareholders of CBoP received 1 share of HDFC Bank for every 29 1 share of HDFC Bank for every 29 shares of CBoPshares of CBoP. The merger made HDFC Bank the seventh largest in . The merger made HDFC Bank the seventh largest in India in terms of assets.India in terms of assets.

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1416 branches spread over 550 cities across India. Customers in over 500 locations are also serviced through Telephone Banking. The Bank also has a network of about over 3382 networked ATMs across these cities while it has just 1054 in 2006.

TECHNOLOGYTECHNOLOGYHDFC Bank operates in a highly automated environment in terms HDFC Bank operates in a highly automated environment in terms of IT and communication systems. All the bank's branches have of IT and communication systems. All the bank's branches have online connectivity, which enables the bank to offer speedy funds online connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. The Bank has made substantial transfer facilities to its customers. The Bank has made substantial efforts and investments in acquiring the best technology available efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world-class bank. internationally, to build the infrastructure for a world-class bank. In terms of software, the In terms of software, the Corporate Banking business is supported Corporate Banking business is supported by Flex cube, while the Retail Banking business by Fin wareby Flex cube, while the Retail Banking business by Fin ware, , both from i-flex Solutions Ltd. The system is open, scaleable and both from i-flex Solutions Ltd. The system is open, scaleable and web enabled.web enabled.

Management- HR Management- HR Structure of HDFC Structure of HDFC

BankBankMr. Jagdish CapoorMr. Jagdish Capoor took over as the took over as the bank's Chairmanbank's Chairman in July 2001. Prior to this, Mr. Capoor was a Deputy in July 2001. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India. Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya PuriThe Managing Director, Mr. Aditya Puri, has been a , has been a professional banker for over 25 years, and before professional banker for over 25 years, and before joining HDFC Bank in 1994 was heading Citibank's joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.operations in Malaysia.

Chairman Mr. Jagdish Capoor

Managing Director Mr. Aditya Puri

Regional Head Mr. Govind Pandey

Zonal Head Mr. Vineet Arora

Cluster Head Mr. Amit Gagneja

Branch Manager

Assistant Manager

Relation Manager

Personal Banker, Teller, Co.-ex

Mr. Sanjeev Jindal

Mr. Vikas Chopra

Mr. Manoj Mangla

Awards Given to HDFC Bank

Business Today-Monitor Group survey

One of India's "Most Innovative Companies"

Financial Express-Ernst & Young Award

Best Bank Award in the Private Sector category

Global HR Excellence Awards - Asia Pacific HRM Congress:

'Employer Brand of the Year 2008 -2009' Award & First Runner up

Business Today 'Best Bank' Award

Dun & Bradstreet – American Express Corporate Best Bank Award 2008

'Corporate Best Bank' Award

Outlook Money & NDTV Profit Best Bank Award in the Private sector category

Asian Banker Our Managing Director Aditya Puri wins the Leadership Achievement Award for India

The Asian Banker Excellence in Retail Financial Services Awards

Best Retail Bank in India

BusinessThe Bank operates in three segments:

WholesaleBanking

TreasuryServices

RetailBanking

HDFCBANK

LOANSLOANSMajority of the people are under the burden of piled up debt, which Majority of the people are under the burden of piled up debt, which make them avail various loans just to consolidate their debt. By make them avail various loans just to consolidate their debt. By seeing its sudden importance many financial institutions and firms seeing its sudden importance many financial institutions and firms have started giving these loans on very affordable and nominal have started giving these loans on very affordable and nominal rates. rates. Lenders first calculate the amt. you can borrow and that entirely Lenders first calculate the amt. you can borrow and that entirely depends upon the salary, expenditure and saving you have. depends upon the salary, expenditure and saving you have. Ones the loan is decided the next step is calculate the time frame, Ones the loan is decided the next step is calculate the time frame, which can usually range from 1 to 25 years. There are few points to which can usually range from 1 to 25 years. There are few points to be kept in mind while availing the debt consolidation loan.be kept in mind while availing the debt consolidation loan. If possible consult any If possible consult any financial expert or brokerfinancial expert or broker for the exact for the exact information so that there is no problem in the future.information so that there is no problem in the future.

Contd…Contd… Always choose the Always choose the best and top rated financial firmbest and top rated financial firm for for

getting the loan, as this will let you get the loan at very getting the loan, as this will let you get the loan at very affordable interest and amount. affordable interest and amount.

Try to make Try to make every installment on timeevery installment on time so that there is no so that there is no payment issue in the future. And also keep the track of all payment issue in the future. And also keep the track of all the payments made by you so that there is no confusion in the payments made by you so that there is no confusion in the end. the end.

Try to use the Try to use the advice of the people who have already availed advice of the people who have already availed the loanthe loan as they can guide you with their experiences. as they can guide you with their experiences.

Therefore the person must keep all these points in the mind in Therefore the person must keep all these points in the mind in order to get the full and fruitful usage of the loan amount. order to get the full and fruitful usage of the loan amount. Thus, if you are buried under the piled up debt then debt Thus, if you are buried under the piled up debt then debt consolidation loans are there for you to sail you out but opt consolidation loans are there for you to sail you out but opt for the best and trusted policy and company.for the best and trusted policy and company.

PRE REQUISITES PRE REQUISITES FOR ALL LOANSFOR ALL LOANS

A) SUPPORTING ‘DOCUMENTS’ REQUIRED TAKING A LOANA) SUPPORTING ‘DOCUMENTS’ REQUIRED TAKING A LOANIn Case Of Salaried Employees:In Case Of Salaried Employees:

ID proof - Pan card /driving license / employee I-card / voter ID / passport.ID proof - Pan card /driving license / employee I-card / voter ID / passport.Residence proof - Electricity bill / telephone bill / water bill / ration card.Residence proof - Electricity bill / telephone bill / water bill / ration card.Latest 3 Months Salary Slip with all deductions Latest 3 Months Salary Slip with all deductions Form no.16 for income tax returnForm no.16 for income tax returnBank statement for the last six monthsBank statement for the last six monthsOne photo self attestedOne photo self attested

In Case Self-employed:In Case Self-employed:ID proof- Pan card /driving license / employee I-card / voter ID / passport.ID proof- Pan card /driving license / employee I-card / voter ID / passport.Residence proof- Electricity bill / telephone bill / water bill / ration card.Residence proof- Electricity bill / telephone bill / water bill / ration card.Financial statement of the business / profession along with copies of Individual Financial statement of the business / profession along with copies of Individual Tax Returns for the last three years certified by Chartered AccountantTax Returns for the last three years certified by Chartered AccountantIncome tax return + computation not more than 2 years old.Income tax return + computation not more than 2 years old.Bank Statement not more than 6 months old.Bank Statement not more than 6 months old.

(B) (B) ELIGIBILITY CRITERIAELIGIBILITY CRITERIAIn Case Of Salaried Employees:In Case Of Salaried Employees:

Minimum age of Applicant: 21 years Minimum age of Applicant: 21 years

Maximum age of Applicant at loan maturity: 60 years Maximum age of Applicant at loan maturity: 60 years

Minimum employment: 1 year in current employment and minimum 2 years Minimum employment: 1 year in current employment and minimum 2 years of employment of employment

Minimum Annual Income: Rs 100000 net annual income Minimum Annual Income: Rs 100000 net annual income

Telephone: Must at residence Telephone: Must at residence

In Case Self-employed:In Case Self-employed:

Minimum age of Applicant: 21 years Minimum age of Applicant: 21 years

Maximum age of Applicant at loan maturity: 65 years Maximum age of Applicant at loan maturity: 65 years

Minimum employment: At least 3 years in business Minimum employment: At least 3 years in business

Minimum Annual Income: Rs.100000 per annum Minimum Annual Income: Rs.100000 per annum

Telephone: Must at residenceTelephone: Must at residence

(C) (C) FILE MOVEMENT IN LOANS FOR FILE MOVEMENT IN LOANS FOR VERIFICATIONVERIFICATION

Documents collected from customer and sent to the credit agency

File sent for login at CPA

File sent for Field Investigation (FI) for verification

Risk Intelligence & Control agency (RIC) checks the customer’s background

Credit Appraisal Memo (CAM) is prepared

File reaches the credit manager for approval or rejection

File again reaches bank for disbursal

Money given to customer

File finally reaches Mumbai (Head Office)

COMMON TERMS USED COMMON TERMS USED IN COMPARATIVE IN COMPARATIVE

STATEMENTSSTATEMENTSRate Of Interest-Rate Of Interest- Fixed rate of interest as the name suggests, is the rate that Fixed rate of interest as the name suggests, is the rate that remains fixed throughout the tenure of the loan. The rate does not normally remains fixed throughout the tenure of the loan. The rate does not normally change till the full repayment of the loan. Floating rate is the rate which change till the full repayment of the loan. Floating rate is the rate which moves upward or downward depending upon the market forces.moves upward or downward depending upon the market forces.Processing fees:Processing fees: A Processing fees are stamp charges. It is charged on the A Processing fees are stamp charges. It is charged on the loan amount when the loan is sanctioned. It starts from 0.5 % and goes till loan amount when the loan is sanctioned. It starts from 0.5 % and goes till 5%.5%.Penalty:Penalty: Penalty is also known as pre closure charges. If the repayment of the Penalty is also known as pre closure charges. If the repayment of the loan is done before the tenure, then penalty charges are charged from the loan is done before the tenure, then penalty charges are charged from the customer of the outstanding loan.customer of the outstanding loan.Tenure:Tenure: Tenure is the duration of time the loan is taken. Tenure is the duration of time the loan is taken. Funding:Funding: Funding means maximum percentage of loan to fund to the Funding means maximum percentage of loan to fund to the customer. Generally a small amount of margin is kept with the bank, rest is customer. Generally a small amount of margin is kept with the bank, rest is given to the customer.given to the customer.Charges for late payment of EMICharges for late payment of EMI:: if the borrower does not pay the EMI at its if the borrower does not pay the EMI at its due date then he will charged with fines. This is generally according to the due date then he will charged with fines. This is generally according to the time for which the payment is delayed.time for which the payment is delayed.

COMPARATIVE STATEMENT OF HOME LOAN

PARTICULARS HDFC ICICI SBI SBOP

R.O.I.(FIXED) 14.1% 15% 13.25% 13.75%

FLOATING

For salaried8.75%<15 lacs9.00%>15 lacs

Self employed9.00%

8.75%<20 lacs9.25% upto

1 crore9.75%>1 crore

8% 8%

PROCESSING FEES

0.5%

+service tax 0.5%+service

tax NIL 1%

Contd…PENALTY 2% p.m. on

the o/s

amount upto

4 years & 4

years its nil

2% p.m. on the o/s amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

TENURE 20 years 20 years 10 years 10 years

CBC 100 225 225 225

FUNDING 85% 80% 80% 80%

MIN. AGE 18 21 21 21

MAX. AGE 65 65 70 65

COMPARATIVE STATEMENT OF PERSONAL LOAN

PARTICULARS HDFC ICICI SBI SBOP

R.O.I.(FIXED) 12.5% N.A. No Fixed 13.75%

FLOATING 14% N.A. 13.5% 13%

PROCESSING FEES

2.25% 2.5% 0.5% 1%

Contd…PENALTY 2% p.m. on

the o/s

amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

TENURE 5 years 4 years 5 years 5 years

CBC 450 400 225 225

FUNDING 85% N.A. No Fixed No Fixed

MIN. AGE 21 25 21 21

MAX. AGE 65 58 65 65

COMPARATIVE STATEMENT OF AUTO LOAN

PARTICULARS HDFC ICICI SBI SBOP

R.O.I.(FIXED) 10.5% N.A. 11.75% 11.25%

FLOATING 10.5% N.A. For 1 year

8%Above 1 year 10%

10.25%

PROCESSING FEES

<2 lacs-2000

2-4 lacs-3000

>4 lacs-3500

<2.5 lacs-2500

2.5-5 lacs-3100

5-10 lacs-4000

>10 lacs-5000

Nil 0.5%

Contd…PENALTY 2% p.m. on

the o/s

amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

TENURE 3-5 years 5 years 7 years 7 years

CBC 450 400 225 225

FUNDING 90% 90% 85% 90%

MIN. AGE 21 21 21 21

MAX. AGE 65 65 65 65

COMPARATIVE STATEMENT OF TWO WHEELER LOAN

PARTICULARS HDFC ICICI SBI SBOP

R.O.I.(FIXED) 12.75% N.A. No Fixed 14%

FLOATING 14% N.A. 15.5% 13.25%

PROCESSING FEES

2% N.A. Nil 1%

Contd…PENALTY 3% p.m. on

the o/s

amount

N.A. 2% p.m. on the o/s amount

2% p.m. on the o/s amount

TENURE 4 years N.A. 7 years 7 years

CBC 450 N.A. 225 225

FUNDING 85% N.A. 85% 85%

MIN. AGE 18 N.A. 21 21

MAX. AGE 65 N.A. 65 65

COMPARATIVE STATEMENT OF LOAN AGAINST PROPERTY

PARTICULARS HDFC ICICI SBI SBOP

R.O.I.(FIXED) 15% 14.75% No Fixed No Fixed

FLOATING 13.5% 13.5% 13.5% 13.25%

PROCESSING FEES

1% 1% 1% 1%

Contd…PENALTY 2% p.m. on

the o/s

amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

2% p.m. on the o/s amount

TENURE 15 years 20 years 10 years 10 years

CBC 450 400 225 225

FUNDING 45-65% 65% No Fixed No Fixed

MIN. AGE 21 21 21 21

MAX. AGE 65 65 65 65

CUSTOMER CUSTOMER SATISFACTION SURVEYSATISFACTION SURVEY

In the study, a random sample of only existing customers of the In the study, a random sample of only existing customers of the HDFC Bank was taken. The customers studied under this survey HDFC Bank was taken. The customers studied under this survey were mostly walk-in customers. Proper care was taken to were mostly walk-in customers. Proper care was taken to approach those customers who could easily fill up the approach those customers who could easily fill up the questionnaire and were rational in their response. But there questionnaire and were rational in their response. But there could be some errors in the analysis, which could have crept into could be some errors in the analysis, which could have crept into due to lazy respondents, human errors and other factors.due to lazy respondents, human errors and other factors.Sampling procedure Sampling procedure convenience samplingconvenience samplingSample size Sample size 100100Sample extentSample extent Allahabad cityAllahabad city

Occupation of Occupation of respondentsrespondents

salaried

47%

retired

8%

self employed

35%

student

10%

Maximum numbers of customer i.e. 47% belong to salaried class, 35% of the customers are self- employed, 08% of the customer are retired and 10% are students.

Types of LoanTypes of Loan

auto loan

34%personal loan

22%

home loan

24%two wheeler

loan

12%

loan against

property

8%

34% customers are of Auto Loans, 24% are of Home loans, 22% are of personal loan, 12% are of Two Wheeler loans and 8% are of loan against property.

Bank from which loan service is Bank from which loan service is being availedbeing availed

I CI CI

13%

SBI

16%

SBOP

12%

AXI S

10%

I DBI

8%

HSBC

7%OTHERS

12%HDFC

22%

22% have taken the loan from HDFC Bank,13% from ICICI,16% from SBI,12% from SBOP,10% from AXIS,8% from IDBI,7% from HSBC and 12% from others.

Based on the customers Based on the customers experience would you like to experience would you like to

prefer this bank in futureprefer this bank in futureprobably

not

2%

definitely

would

68%

probably

would

30%

Majority of the HDFC Bank loan holders i.e. 68% say that they would definitely select this bank again in future for further services. 30% of the customers say they would Probably select this bank again, while 2% say they would probably not select this bank again.

Bank is quick in documentation Bank is quick in documentation processprocess

As far as documentation process is concerned, 61% of the respondents has positive feedback i.e. bank is quick in process as compare to 5% of respondents who has negative feedback.

Bank shows promptness in Bank shows promptness in disbursementsdisbursements

This chart indicates that 61% of the respondents have a view that bank shows promptness in disbursement as compare to the very few respondents who has mixed kind of response

Bank has convenient banking Bank has convenient banking hourshours

Here the view is different; the response was quite mixed up as only 8% strongly agreed with it while 28% moderately disagreed with it.

Bank is transparent in all the Bank is transparent in all the dealings and details are dealings and details are communicated properlycommunicated properly

Above chart shows that around 54% of the respondents agree with the statement where as 30% of the respondents have no stand about the statement and nearly 4% of the respondents disagree with the statement.

SUGGESTIONSSUGGESTIONS During the survey, it was found that the customer had to wait too long for the During the survey, it was found that the customer had to wait too long for the

loans to get disbursed. loans to get disbursed. The processing time is too long.The processing time is too long. Customer had to wait for Customer had to wait for their loan processing done by the staff. Efforts should be made to reduce ittheir loan processing done by the staff. Efforts should be made to reduce it

It was found out that there is lot of formalities in the loan disbursement process. It was found out that there is lot of formalities in the loan disbursement process. Too much documentation is done. Customer is not aware of all the formalities to Too much documentation is done. Customer is not aware of all the formalities to be done which he is asked to do. Reading loan agreement at the time of taking be done which he is asked to do. Reading loan agreement at the time of taking loan is time consuming. Therefore loan is time consuming. Therefore paper work should be more friendly and clear.paper work should be more friendly and clear.

After sales service is not up to the mark. Customers facing problems are not After sales service is not up to the mark. Customers facing problems are not attended on time. Staff is generally co-operative only at the time of loan is attended on time. Staff is generally co-operative only at the time of loan is sanctioned and disbursed. Therefore sanctioned and disbursed. Therefore after sales service should be improvedafter sales service should be improved up to up to satisfaction level of the customer. satisfaction level of the customer.

Customers should be given proper information about EMI.Customers should be given proper information about EMI. They are generally They are generally not told how their EMI are calculated. They should know its calculation and its not told how their EMI are calculated. They should know its calculation and its amount.amount.

Public dealing hours should be increased to some later time periodPublic dealing hours should be increased to some later time period because because majority of the customers were found out to be salaried in the survey.majority of the customers were found out to be salaried in the survey.

Website of HDFC Bank should be up datedWebsite of HDFC Bank should be up dated and should give more options and and should give more options and features to customers so that they can get maximum information sitting at homefeatures to customers so that they can get maximum information sitting at home ..

Bank should make efforts to Bank should make efforts to attract more and more customersattract more and more customers through increased through increased advertisement.advertisement.

LIMITATIONS OF THE LIMITATIONS OF THE STUDYSTUDY

While working on the project following limitations and While working on the project following limitations and constraints were found.constraints were found.

As the study was done within a branch of HDFC Bank it As the study was done within a branch of HDFC Bank it did not cover the broad spectrum of customers.did not cover the broad spectrum of customers.

Lack of expertise being a trainee in analyzing data.Lack of expertise being a trainee in analyzing data. The sample size had to be contained 100 respondents The sample size had to be contained 100 respondents

due to constraints on time.due to constraints on time.

Some respondents were not co-operative, did not Some respondents were not co-operative, did not respond to the questionnaires very well.respond to the questionnaires very well.

Some respondents gave biased information so as to Some respondents gave biased information so as to promote their Bank in which they are dealing.promote their Bank in which they are dealing.

QUESTIONNAIRE(Customer Survey)NAME:__________________AGE:__________________ADDRESS:___________________________________SEX: Male / Female

What is your annual income?

a) Below 1 lac c) 2-3 lacb) 1-2 lac d) above 3 lac

What is your occupation ?

a) Salaried c) Retired b) Self-Employed

What kind of loan you have taken?

a) Home loan c) Auto loanb) Personal loan d) Two wheeler loan

e) If any other, specify ____________

What is the:

Amount of loan: ________________

Tenure: _______________________

From which bank you have taken?

Since when

a) Less than 2 years b) Less than 5 years

c) More than 5 years Based on your experience, would you select this bank for any service again in

future?

a) Definitely would c) Probably not

b) Probably would d) Definitely not

Please rate how would you compare the following attributes for

customer convienence.

Given below are set of statements kindly give your choice:-

1 2 3 4 5

Strongly disagree

Moderately disagree

Neither agree or disagree

Moderately agree

Strongly agree

Bank has modern buildings and up to date 1 2 3 4 5

infrastructure Bank is located at a convenient location 1 2 3 4 5 and has proper parking space Average transaction time involved in 1 2 3 4 5 transactions is acceptable

Employees have caring attitude towards 1 2 3 4 5 their customers My bondage with banker is very strong 1 2 3 4 5

Bank is technology driven 1 2 3 4 5

Bank understands specific needs of 1 2 3 4 5 customers and give individual attention

Customers have access to bank management 1 2 3 4 5 in case of some serious problem

Employees are courteous and show 1 2 3 4 5 willingness to help client

Bank is transparent in all the dealings 1 2 3 4 5 and details are communicated properly

Bank has convenient banking hours 1 2 3 4 5

Bank is quick and efficient in transfer 1 2 3 4 5

of funds

Bank have foolproof security 1 2 3 4 5

arrangements to ensure safety

Bank has an adequate branch network 1 2 3 4 5

Bank has an adequate skilled and trained 1 2 3 4 5 Employees Bank shows promptness in disbursement 1 2 3 4 5

Bank is quick in documentation process 1 2 3 4 5

Transaction cost involved is acceptable 1 2 3 4 5 as compared to other banks

Additional staff and counters are deployed 1 2 3 45

during peak hours

Bank has proper seating 1 2 3 4

5

arrangement Any suggestions for improvement__________________________________________________________________________________________________________________

Thank you.

BIBLIOGRAPHY http://www.hdfcbaknk.com/personal/loans/auto_loans.htm http://www.hdfcbaknk.com/personal/loans/

personal_loans.htm http://www.hdfcbaknk.com/personal/loans/home_loans.htm http://www.hdfcbaknk.com/personal/loans/

twowheeler_loans.htm http://www.hdfcbaknk.com/personal/loans/

loanagainstproperty.htm http://www.icicibank.com http://www.statebankofindia.com http://www.statebankofpatiala.com Various pamphlets and brochures of HDFC bank