Dissertation

on
‘A Study of Customer Satisfaction with respect to HDFC Bank Pune’

Submitted By
Manisha Ramchandani

Under the guidance of,

Prof. Vaishali Patil

Submitted To
Savitribai Phule Pune University

In Partial Fulfillment of the Degree of

MASTERS OF BUSINESS ADMINISTRATION

Through
Sadhu Vaswani Institute of Management Studies for Girls
Year 2016-2018

1
 Declaration:

I Manisha Ramchandani, hereby declare that theDissertationReport entitled ‘A Study of

Customer Satisfaction with respect to HDFC Bank Pune’ written and submitted be me to the
Savitribai Phule Pune University, in partial fulfilment of the requirement for the award of degree
of Masters of Business Administration under the guidance of Prof. Vaishali Patil is my original
work and this dissertation report has not performed the basis for the award of any degree or
diploma/associateship/fellowship or any similar project titles.
I also declare that the project has not beensubmitted to any other University or Institute towards
the award of any degree or diploma.

Manisha Ramchandani
SYMBA (Sem IV)
2016-18

Place:
Date:

2
 Certificate

This is to certify that the Dissertation Report entitled ‘A Study of Customer Satisfaction
with respect to HDFC Bank Pune’ is a bonafide work done by Ms. Manisha Ramchandani,
carried out in partial fulfilment for the award of Masters of Business Administration (M.B.A)
of Savitribai Phule Pune University during the academic year 2016-2018.
This project work is original and not submitted earlier for the award of any degree/diploma or
associate ship of any other University/Institute to the best of my knowledge and behalf.

Prof. Vaishali Patil

Internal Guide

Dr. B. H. Nanwani
Director - SVIMS

3
 Acknowledgement:

It gives me great pleasure to express my boundless sense of gratitude to each and every person
who directly or indirectly helped me with hand and hand in completing this humble piece of
work.
I would like to extend my gratitude to ourdirector Dr. Bhagwanti Nanwani for providing me an
opportunity to understand the project as a partial fulfilment of MBA degree.
I express my deep sense of gratitude to my guide Mrs. Vaishali Patil who has extended their
sincere help in accomplishing my project and guiding me towards making necessary
improvements in the dissertation.
I am thankful to the employees of HDFC Bank for assisting me in the timely completion of
project.

Manisha Ramchandani
SYMBA (Sem IV)
2016-18

4
 INDEX:

Page
Sr. No. Particulars No:
1.
Executive Summary 6

2. Introduction 8

3. Objectives, Limitations & Scope of the Study 10

4. Theoretical Background 13

5. Review of Literature 18

6. Company Profile 20

7. Research Methodology & Design 27

8. Data Analysis and Interpretation 30

9. Findings 43

10. Recommendations 45

11. Conclusion and Learnings 47

12. Bibliography 48

13. Annexure 49

5
 Executive Summary:

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 Pimpri. For this purpose, sample size of 100 was taken.
The data collected from the different persons was analysed thoroughly and presented in the
form of charts and tables.
HDFC bank ltd provides various financial products and services. It operates in three
segments: Retail Banking, Wholesale Banking, and Treasury. HDFC must advertise regularly
and create brand value for its products and services.
Most of its competitors like ICICI, Axis, Kottak 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.
The perception of the majority of the customer regarding the bank is good because majority
of the customers are satisfied with the bank and they also recommend the products of the
bank.

The Bank should make some efforts to improving good relationship with customer. And also
make effort to aware the customers about their all the extra services.

The customers are aware about the bank’s 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. This will also save the time of customers as
well as bank.

6
CHAPTER NO.1

Introduction

7
 CHAPTER NO.1

Introduction

What is customer satisfaction?

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 customer’s expectations.
A customer may be defined as someone who

 Has a direct relationship with, or is directly affected by your agency.

 Receives or relies on one or more of your agency’s 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 customer’s 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.

Why is it important?
There are a number of reasons why customer satisfaction is important in Banking Sector:

 Meeting the needs of the customer is the underlying rationale for the existence
of community service organizations. Customers have a right to quality
services that deliver outcomes.
 Organizations that strive beyond minimum standards and exceed the
expectations of their customers are likely to be leaders in their sector.
 Customers are recognized as key partners in shaping service development and
assessing quality of service delivery.
The process for measuring customer satisfaction and obtaining feedback on organizational
performance are valuable tools for quality and continuous service improvement.

8
 CHAPTER NO.2

Objectives, Limitations & Scope of

the Study

9
 CHAPTER NO.2

Objectives of the Study

 To know the customer satisfaction level and their perception regarding products and
services offered by HDFC Bank.

 To know the customer awareness regarding the products and services offered by
HDFC Bank.

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

 To know the problems of customer regarding bank’s products and services.

Limitations of the Study

It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few short-
coming 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:

o The research was carried out in a short period.

o Limited sample size.

o Only onebranch (Pimpri) was selected for the study.

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

o Some of the respondents of the survey were unwilling to share information.

10
 Scope of the Study

This study is limited to the consumers with in Pimpri. The study will be able to reveal the
preferences, needs, satisfaction of the customers regarding the banking services, it also help
banks to know whether the existing products or services they are offering are really satisfying
the customers’ needs.

11
 CHAPTER NO.3

Theoretical Background

12
 CHAPTER NO.3

Theoretical Background

Introduction to Banking

Banking means accepting the deposits from the customers for lending to the needy and
extending the other services as to issue of DDsetc. 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 oriented in extending loans for Education loan, and rural development activities.

A Bank is an organization which lends money to the borrowers for a purposeful task and
provides a facility to deposit and withdraw money when needed and charge for it.

History of Banking in India

Phase I
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and
Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay
(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks.
These three banks were amalgamated in 1920 and Imperial Bank of India was established
which started as private shareholders banks, mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913,
Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank
of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also experienced periodic failures
between 1913 and 1948. There were approximately 1100 banks, mostly small. To streamline
the functioning and activities of commercial banks, the Government of India came up with
The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949
as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with
extensive powers for the supervision of banking in India as the Banking Authority.
During 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 Postal
department was comparatively safer. Moreover, funds were largely given to traders.

13
Phase II
Government took major steps in this Indian Banking Sector Reform after independence. In
1955, it nationalised Imperial Bank of India with extensive banking facilities on a large scale
especially in rural and semi-urban areas. It formed State Bank of India to act as the principal
agent of RBI and to handle banking transactions of the Union and State Governments all over
the country.
Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19th July,
1969, major process of nationalisation was carried out. It was the effort of the then Prime
Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country were
nationalised.
Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980 with
seven more banks. This step brought 80% of the banking segment in India under Government
ownership.

The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:

1949: Enactment of Banking Regulation Act.

1955: Nationalisation of State Bank of India.
1959: Nationalisation of SBI subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalisation of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.
1980: Nationalisation of seven banks with deposits over 200 crores.

After the nationalisation of banks, the branches of the public-sector bank India rose to
approximately 800% in deposits and advances took a huge jump by 11,000%.
Banking in the sunshine of Government ownership gave the public implicit faith and
immense confidence about the sustainability of these institutions.

14
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 Narasimha, 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.
The financial system of India has shown a great deal of resilience. It is sheltered from any
crisis triggered by any external macroeconomics shock as other East Asian Countries
suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the
capital account is not yet fully convertible, and banks and their customers have limited
foreign exchange exposure.

15
 Banking Structure in India

Scheduled Banks in India

(A)Scheduled Commercial Banks

Public sector Banks Private sector Foreign Banks in Regional Rural Bank
Banks India

(28) (27) (29) (102)

 Nationalized Bank
 Other Public-Sector
Banks
(IDBI)

 SBI and its

Associates

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative Scheduled State Cooperative

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 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 Narasimha Committee are referred to as NEW PRIVATE SECTOR
BANKS.

16
 CHAPTER NO.4

Review of Literature

17
 CHAPTER NO.4

Review of Literature

Rajagopal Subashini (2016) – In his research paper he found that, service quality and
customer satisfaction in banks can be investigated to find out what method that banks follow
over sample period for different service quality and customer satisfaction. Hence, it can be an
existing idea to address the issue of service quality and customer satisfaction of public and
private banks situated in foreign countries anomaly through analysing the public and private
sector banks situated in India.
Gauba (2016) – In her research paper she says, it is a customer which decided the fate of any
business. A customer is a king and is always right. Pleasing the customer and making them
satisfied with products and services is thus the ultimate objective of any organization these
days. This objective becomes even more important in an industry which is highly competitive
just like the Indian Banking industry. The importance of good customer service in banks is
realised not only by the respective banks but also by the Government of India and Reserve
Bank of India. Therefore, right from 1975 RBI has formed various committees who in turn
have given various guidelines and codes to the banks to follow so as to ensure good customer
service and satisfaction.
Ritika (2016) – In her research paper is was mentioned that, the bank has come up with many
innovative customer service strategies over the years like SMS unhappy, call on toll free
numbers, assured grievance redressal by the branch managers and so on. However, the
Banking Ombudsman report 2012 to 2015 shows that in spite of all the efforts being put in by
SBI the total number of complaints by the customers continues to rise. Thus, banks have to
ensure proper implementation of the customer centric strategies by its employees if it truly
wants to live up to the status of “Banker to every Indian”.
R.C. Mishra (2016) – In his research paper he has mentioned that, HDFC bank realising the
importance of customer service and has made it one of its core business principle. To achieve
its objective of customer satisfaction HDFC created a three-tier communication channel for
its customers. However, the database of Ombudsman shows that over the past five years
HDFC has had one of the highest number of customer complaints amongst all the private
sector banks. Therefore, to improve customer satisfaction the management has to ensure
sensitization of its employees regarding the need and importance of good customer service so
that it’s principle of ‘customer focus’ is implemented and followed as earnestly as it was
formed.

18
CHAPTER NO.5

Company Profile

19
 CHAPTER NO.5

Company Profile

WE UNDERSTAND YOUR WORLD

The Housing Development Finance Corporation Limited (HDFC) was amongst the firstto
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.

HDFC is India’s premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a Consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC
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. With its
experience in the financial markets, a strong market reputation, large shareholder base and
unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian
environment.

HDFC Bank began operations in 1995 with a simple mission to be a “World Class Indian
Bank.” It realized that only a single-minded focus on product quality 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.

20
STRONG NATIONAL NETWORK

HDFC BANK

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. The wholesale banking Segment provides loans, non-fund 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 segment’s 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 automated teller machines in 528 cities in
India. The company was founded in 1994 and is based in Mumbai, India.

21
Key Executives

 Deepak Parekh

 Aditya Puri
 Adil Patrawala
 Sunil Shah
 Harish Engineer
 Paresh Sukthankar
 Debajeet Das

HDFC Bank Productand Customer Segments

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

 Auto Loan  Saving a/c  Mutual Fund

 Loan Against  Current a/c  Bonds
Security  Fixed deposit  Knowledge Centre
 Loan Against  Demat a/c  Insurance
Property  Safe Deposit  General and Health
 Personal loan Lockers Insurance
 Credit card  Equity and Derivatives
 2-wheeler loan  Mudra Gold Bar
 Commercial
vehicles finance
 Home loans
 Retail business
banking
 Tractor loan
 Working Capital
Finance
 Construction
Equipment Finance
 Health Care

22
 Finance
 Education Loan
 Gold Loan

WHOLESALE BANKING

Cards Payment Services Access to Bank

 Credit Card  NetSafe  Net Banking

 Debit Card  Merchant  OneView
 Prepaid Card  Prepaid Refill  InstaAlert
 BillPay Mobile Banking
 Visa BillPay
 ATM
 InstaPay
 Phone Banking
 DirectPay
 Email Statements
--------------------------------  Visa Money
 Branch Network
Transfer
Forex Services  e–Monies
-------------------------------- Electronic Funds
Transfer
 Product & Services  Online Payment of
 Trade Services Direct Tax
 Forex service
Branch Locater
 RBI Guidelines

23
Corporate Small and Medium Financial Institutions and Trusts
Enterprises

 Funded Services  Funded Services BANKS

 Non-Funded  Non-Funded Services
 Clearing Sub-Membership
Services  Specialized Services
 RTGS – sub membership
 Value Added  Value added services
 Fund Transfer
Services  Internet Banking
 ATM Tie-ups
 Internet Banking
 Corporate Salary a/c
 Tax Collection
Financial Institutions

Mutual Funds

Stock Brokers

Insurance Companies

Commodities Business

Trusts

24
NRI SERVICES

Accounts & Deposits Remittances

 Rupee Saving a/c  North America

 Rupee Current a/c  UK
 Rupee Fixed Deposits  Europe
 Foreign Currency Deposits  South East Asia
 Accounts for Returning Indians  Middle East
 Africa
 Others
Quick remit
India Link
Cheque Lockbox
Telegraphic/ Wire Transfer
Funds Transfer Cheques/DDs/TCs

Investment & Insurances Loans

 Mutual Funds  Home Loans

 Insurance  Loans Against Securities
 Private Banking  Loans Against Deposits
 Portfolio Investment  Gold Credit Card
Scheme
Payment Services Access to Bank

 Net Safe  Net Banking

 Bill Pay  One View
 InstaPay  InstaAlert
 Direct Pay  ATM
 Visa Money  Phone Banking
 Online Donation  Email Statements
 Branch Network

25
 CHAPTER NO.6

Research Methodology & Design

26
 CHAPTER NO.6

Research Methodology

Research is a careful investigation or inquiry especially through search for new facts in
branch of knowledge: market research specifies the information. Required to address these
issues: designs the method for collecting information: manage and implements the data
collection process analyses the results and communicates the finding and their implications.
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 the research project is conducted effectively and efficiently.
Typically, a research design involves the following components, or tasks:

 Define the information needed.

 Design the research.

 Specify the measurement and scaling procedures.

 Construct and present a questionnaire or an appropriate form for data collection.

 Specify the sampling process and sampling size.

 Develop a plan of data analysis.

27
Data Collection:
The objectives of the project are such that both primary and secondary data is required to
achieve them. So, both primary and secondary data was used for the project. The mode of
collecting primary data is questionnaire mode and sources of secondary data are various
magazines, books, newspapers, & websites etc.

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 consumer’s satisfaction level can be measured
and consumer can enter his responses easily.

2. Secondary Data:
The purpose of collecting secondary data was to achieve the objective of studying the recent
trends and developments taking place in banking. The secondary data has been collected from
the HDFC’s official website, informal information from the employees and HDFC’s periodic
journals.

Sample size –
100 customers were selected.

Sampling Unit –
Pimpri Branch

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.

28
 CHAPTER NO.7

Data Analysis and Interpretation

29
 CHAPTER NO.7

Data Analysis and Interpretation

1. For how long you are part of HDFC Bank?

Response No. of Respondents Percentage of

Respondents

Less than 6 Months 20 20%

Less than 1 Year 37 37%

Less than 2 Years 14 14%

More than 2 Years 29 29%

Total 100 100%

20%
29%

14%
37%

Less than 6 Months Less than 1 Year

Less than 2 Years More than 2 Years

30
Interpretation:
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.

31
 2. What are reasons that attract you to be a customer of thebank?

Response No. of Respondents Percentage of

Respondents

Image 25 25%

Extra Services 25 25%

Services 45 45%

All of above 5 5%

Total 100 100%

45
40
35
30 image
25 Extra services
20 services
all of above
15
10
5
0
image

Interpretation:
From the above graph we can see 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.

32
 3. Are you aware of the different services offered by HDFC Bank?

Response No. of Respondents Percentage of

Respondents

Yes 91 91%

No 9 9%

Total 100 100%

9%

91%

Yes No

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.

33
 4. Which service of the bank would you rate the best?

Response No. of Respondents Percentage of

Respondents

Saving a/c 33 33%

Fixed deposits 40 40%

Current a/c 12 12%

Demat a/c 0 0%

Credit cards 0 0%

Mutual funds 10 10%

Loans 5 5%

Total 100 100%

40
35
saving a/c
30
FD's
25 current a/c
20 demat a/c

15 credit cards
mutual funds
10
loans
5
0

Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the best product.
40% said FD’s 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.

34
This means most of the respondents are having Saving A/Cs and FDs which means the bank
deposits are enriching as Saving A/Cs and FDs share is most.

35
 5. Do you know about the Extra services being provided by the bank?

Response No. of Respondents Percentage of

Respondents

Yes 69 69%

No 41 41%

Total 100 100%

yes
69% no

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.

36
 6. Which of the following Extra service of the bank would you like to go in for?

Response No. of Respondents Percentage of

Respondents

Phone banking 5 5%

ATM 60 60%

Net banking 10 10%

Bill payment 10 10%

None of these 5 5%

All of these 10 10%

Total 100 100%

all of these
non of these
bill payment
net banking
ATM
phone banking

0 50 100

Interpretation:
From the above graph it is clear that 5% of the respondents would like to go for phone
banking, 60% for ATM’s, 10% for net banking, 10% for bills payment, 5% don’t want any
innovative services and 10% want all these services.

37
 7. Are you satisfied with the dealing of the bank officials?

Response No. of Respondents Percentage of

Respondents

Yes 30 30%

No 25 25%

To some extent 45 45%

Total 100 100%

45
40
35
Yes
30
25 NO
20
TO some
15 extent
10
5
0

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.

38
 8. Any problem you are facing regarding the bank?

Response No. of Respondents Percentage of

Respondents

Timeliness 78 78%

Customer relationship 12 12%

Infrastructure 10 10%

Others 0 0%

Total 100 100%

80
70
Timeliness
60
50 Customer
relationship
40
Infrastrusture
30
20 Other

10
0

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.

39
 9. What is your overall satisfaction rating with our bank?

Response No. of Respondents Percentage of

Respondents

Very dissatisfied 2 2%

Somewhat dissatisfied 9 9%

Neither satisfied nor 21 21%

dissatisfied

Very satisfied 48 48%

Somewhat satisfied 20 20%

Total 100 100%

Rating of the company

very dissatisfied

somewhat dissatisfied

neither satisfied

very satisfied
21

48

20
2
9

0 50 100 150 somewhat satisfied

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.
Most of the respondents are satisfied with the service offered by HDFC. Presently the bank
offers varieties of services and the customers are getting a good rate of return from their
deposits. Customers are getting good service from the bank

40
 10. How likely are you to recommend Bank services to a friend or colleague?

Response No. of Respondents Percentage of

Respondents

Very unlikely 8 8%

Somewhat unlikely 30 30%

Neither likely nor unlikely 17 17%

Somewhat likely 35 35%

Very likely 10 10%

Total 100 100%

very unlikely

somewhat
unlikely
neither likely
nor unlikely
somewhat
likely
very likely

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.
This purely shows that people are now looking forward for better customer service in
addition to the brand name in which they are investing and the returns they are getting.

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CHAPTER NO.8

Findings

42
 CHAPTER NO.8

Findings

►48% of the customers are satisfied with HDFC Bank.

►69% of the customers are aware of services and extra services offered by HDFC Bank. But
not all the services.

► The majority of the customers found services of the bank are average.

►Majority of the respondents are found the bank is average in maintaining the good customer
relationship.

►78% of the respondent said that they are facing the problem of timeliness, 12% and 10% of
the customers are facing problem of customer relationship and infrastructure respectively.

►The perception of the majority of the customer regarding the bank is 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 ATM’s and the less preferable services are bills
payment, net banking and phone banking.

►The majority of customers are more interested in FD’s, mutual funds and saving a/cs.

►The majority of the customers are satisfied with the dealing of the officials upto some
extent.

►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, FD’s, current a/c and loans.

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CHAPTER NO.9

Recommendations

44
 CHAPTER NO.9

Recommendations

►More 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 extra services.

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 CHAPTER NO.10

Conclusion & Learnings

46
 CHAPTER NO.10

Conclusion

At the end I would like to conclude that the Indian banking market is growing at an
astonishing rate.
HDFC bank had a network of 1,142 branches and 3,295 automated teller machines in 528
cities in India.
The perception of the majority of the customer regarding the bank is good because majority
of the customers are satisfied with the bank and they also recommend the products of the
bank.

The majority 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 bank’s 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.

Learnings

From this study, I learned about the customer relation that HDFC bank has with their
customers.
The HDFC customer are willing to suggest the bank’s services to their circle which shows
how happy they are with bank.
I also learned about the extra services which are being provided by HDFC bank.
The employees and other officials are of very helping nature, that is why majority of the
customers and satisfied by the service offered by them.

47
 Bibliography
Books:
 Hdfc bank journal.
 Hdfc bank annual books.
 Bank Net India.

Websites:
 www.bnknetindia/com/banking/finance.

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

 www.hdfcbank.com

 www.hdfcbank/products/finance

 www.google.com

 https://www.surveymonkey.com/r/8WHKHWL

 www.journalofinternetbankingandcommerce

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 Annexure

Questionnaire

1. For how long you are part of HDFC Bank?

a. Less than 6 Months
b. Less than 1 Year
c. Less than 2 Years
d. More than 2 Years

2. What are reasons that attract you to be a customer of the bank?

a. its image
b. its service
c. products
d. all of the above

3. Are you aware of the different services offered by HDFC Bank?

a. Yes
b. No

4. Which services of the banks would you rate the best?

a. Saving a/c
b. Fixed deposits
c. Current a/c
d. De-mat a/c
e. Credit card a/c
f. Insurance
g. Mutual finds
h. Loans

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5. Do you know about the extra services being provided by the bank?
a. Yes
b. No

6. Which of the following extra service of the banks would you like to go in for?
a. Phone banking
b. ATM
c. Net banking
d. Mobile banking
e. Bill payment
f. None of these
g. All of these

7. Are you satisfied with the dealing of the bank officials?

a. Yes
b. No
c. To some extend

8. Any problem you are facings regarding the bank?

a. Timeliness
b. Customer relationship
c. Infrastructure
d. Others

9. What is your overall satisfaction rating with our company?

a. Very dissatisfied
b. Somewhat dissatisfied
c. Nether satisfied nor dissatisfied
d. Very satisfied
e. Somewhat satisfied

10. How likely are you to recommend Bank services to a friend or colleague?
a. Very unlikely
b. Somewhat unlikely
c. Neither likely nor unlikely
d. Very likely
e. Somewhat likely

50