SYNOPSIS FOR RESEARCH PROJECT REPORT
(BBA-605)
On
“A STUDY ON CUSTOMER SATISFATION
TOWARDS THE NET BANKING SERVICES OF HDFC
BANK IN LUCKNOW CITY”
Towards partial fulfillment of
Bachelor of Business Administration (BBA)
(BBD University, Lucknow)
Submitted to: Submitted by:
Ms. Harleen Kaur Maryam
Roll No. 1140671100
Session 2016-2017
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
1. TOPIC:
“A STUDY ON CUSTOMER SATISFATION TOWARDS THE NET
BANKING SERVICES OF HDFC BANK IN LUCKNOW CITY”
2. INTRODUCTION & REVIEW OF LITERATURE:
NET BANKING
With cyber cafes and kiosks springing up in different cities access to the Net is going to be easy.
Net banking (also referred as e banking) is the latest in this series of technological wonders in the
recent past involving use of Internet for delivery of banking products & services. Even the
Morgan Stanley Dean Witter Internet research emphasized that Web is more important for retail
financial services than for many other industries.
Internet banking is changing the banking industry and is having the major effects on banking
relationships. Banking is now no longer confined to the branches were one has to approach the
branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. In true
Internet banking, any inquiry or transaction is processed online without any reference to the
branch (anywhere banking) at any time. Providing Internet banking is increasingly becoming a
"need to have" than a "nice to have" service. The net banking, thus, now is more of a norm rather
than an exception in many developed countries due to the fact that it is the cheapest way of
providing banking services.
HDFC Bank
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank
in January 1995.
LIETARURE REVIEW
A number of researches have been conducted on net banking and its adoption, development and
its perils. Due to shortage of time and resources, a review of all the past researches done could
not be mentioned in this research project. So, a snapshot of some of the reviews have been
presented.
Nath et.al (2001) in their study found that in every industry, E-commerce is revolutionizing the
way business is conducted. New business models are replacing outdated ones and organizations
are rethinking business process designs and customer relationship management strategies. Banks
are no exception to this transformation. This study examines bankers' views on providing
banking services to customers using the web. Specifically, it addresses issues such as the
strategic need for Internet banking, its effect on customer-bank relationships, and customers'
experiences in Internet banking. Data collected from 75 banks show that most banks do not yet
offer full-fledged Internet banking. However, most have plans to do so. Furthermore, bankers see
Internet banking as a strategic opportunity that can reduce transaction costs, enhance customer
service, increase the customer base and improve cross-selling opportunities. Also, Internet
banking is perceived more favorably by banks that offer it compared to those that do not.
Corrocher (2002) in his study examined the drivers of the adoption of the Internet banking, in
order to understand its role with respect to the traditional banking activity and to offer a
comprehensive picture of the diffusion of such a technology within the sector. In doing so, it
analyses the role of firm-specific and non firm-specific (technology, market, environment)
characteristics in influencing the decision to adopt the new technological platforms to perform
on-line banking transactions within the retail segment of the financial sector. The main purpose
of this paper is to investigate the relationship between the Internet banking and the traditional
banking activity, in order to understand if these two systems of financial services delivery are
perceived as substitutes or complements by the banks.
3. NEED OF THE STUDY
In this study we will be study all the aspects of internet banking, its introduction, its
development, adoption by the customers, consumer’s perception about this service, its success
and security related issues. But a very few researchers had studied the net banking service with
respect to the HDFC Bank.
4. SCOPE OF THE STUDY
Traditional branch based retail banking remains the most wide spread method for banking
transaction. However the internet technology rapidly changing the way of designing and
delivering the personal services. Now Commercial banking are introduced internet based e-
banking system to improve their operations and to reduce the cost. Despite all their efforts aimed
at developing better and easier internet banking system, these systems remain unnoticed by the
customer. Therefore there is a need to understand users’ acceptance of internet banking and a
need to identify the factors that can affect their intention to use the Internet Banking.
The area where the study will be conducted is Lucknow City.
5. PROBLEMS DEFINITION:
Banking is a customer oriented service industry, where the customer is in focus and customer
service is a differentiating factor. The traditional functions of banking are very limited one.
Economic reforms initiated by the government of India in the early 1990’s have brought about a
sea change in the operational environment of the financial sector and the functioning outlook of
Indian banks. Customer expects many services with the various deliver mode in the speedy and
economically. Modern World Bank is fully based on computerization connected with the
Internet. Internet banking provides new opportunities for banks to expand their markets and
services not only in the local level but also into the world level. The Internet banking revolution
has made it possible to provide ease and flexibility in banking operations to the benefit of
customers. The e- banking has made the customer say goodbye to limited time banking and local
area operation. Due to the enormous benefits of Internet banking most of the customer opt for
Internet Banking services.
This study provides an opportunity to know role of Internet banking service in commercial banks
and its customer satisfaction is analyzed. The present study also focuses on the awareness of the
technology oriented services offered to their customers in the Lucknow City.
Contact for more
ShriKrishna
Computer Care & Cyber Zone
Chinhat Lucknow
Mo no- 9554444951
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