Академический Документы
Профессиональный Документы
Культура Документы
In the partial fulfillment of the Degree requirement towards the MASTER OF BUSINESS ADMINISTRATION (MBA)
SESSION (2008-2010) Submitted By: Manoj MBA(G) Roll No:- 125
DECLARATION
I hereby declare that project entitled CUSTOMER SATISFACTION REGARDING HDFC BANK submitted to PUNJAB TECHNICAL UNIVERSITY, JALANDHAR in partial fulfillment of the requirement for Master Degree of business administration (SEM IIIrd) is my original work.
GUIDERS CERTIFICATE
This is to certify that the survey entitled, CUSTOMER SATISFACTION REGARDING HDFC BANK submitted in partial fulfillment of the requirement for the award of degree of Masters of Business Administration (MBA) from Punjab Technical University, Jalandhar is a bonafide summer training project work carried out by VARUN BAWA, under my supervision and guidance and to the best of my knowledge and information, no part of summer training project work has been submitted for any other degree or diploma.
Acknowledgement
This project report bears the imprint of those who had rendered their wholehearted support and encouragement without whose help this effort of mine would be in vain. I express my deep sense of gratitude and sincere thanks to my project guide Sr.Lect. Arti Mehta for his directions, suggestion and information provided which were of utmost importance for the successful completion of the project. I am also thankful to Mr. Rajiv Bhatia for his proper guidance. I thankful to the employees of HDFC Bank for assisting me in the timely completion of project. At last, I also thank to my family and my friends those helped me in my training period and in the completion of project.
PREFACE
Without practical training, management education is meaningless so long with the theory; practical training is provided to management students to expose them to the actual working environment of any organization. Such training provides a framework of knowledge relating to the concepts and practices of the assigned topics in the organization. The summer training is an integral part of the course curriculum of Master of Business Administration (M.B.A. 3rd). In this the student is in the position to analyze the integral working of an organization with mature eyes and understand the dynamics in a much better manner. This particular project has been conducted at HDFC Bank. In the first phase of the research project, there is a introduction of Banking, company profile and products of HDFC Bank are given. After that a market research is performed with a sample size of 100 people. The research study was limited to Gurdaspur. Here, in my survey, I have contacted the respondents through personal interviews with the help of questionnaires.The main objective of the research is to know the customer satisfaction level and their perception regarding HDFC Bank and to know the customer awareness regarding the HDFC Banks products. HDFC Bank should lay more stress on advertisements, both in print as well as in other media. Opening up the sector will certainly mean new products, better packaging and improved customer service. Both new and existing players will have
to explore new distribution and marketing channels. Potential buyers for most of Banks lie in the middle class. Competitors must segment the market carefully to arrive at appropriate products and pricing. Recognizing the potential, in the past three years, the nationalized Banks have already begun to target niches like pensions, women, children and rural peoples.
EXECUTIVE SUMMARY
The report contains the organizational study done at HDFC Bank. The report title is CUSTOMER SATISFACTION REGARDIND HDFC BANK. 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 Gurdaspur. For this purpose sample size of 100 was taken. The data collected from the different persons was analyzed thoroughly and presented in the form of charts and tables. HDFC must advertise regularly and create brand value for its products and services. Most of its competitors like ICICI, Axis, kotak Mahindra and nationalized banks use television advertisements to promote their products. The Indian consumer has a false perception about private banks they feel that it would not safe. Safety and returns are the two main reasons people invest in banks. On the whole HDFC bank is a good place to work at. Every new recruit is provided with extensive training on the products of HDFC. This training enables an advisor/sales manager to market the policies better. The company should try to create awareness about itself in India. With an improvement in the sales techniques used, a fair bit of advertising and modifications to the existing product portfolio, HDFC would be all set to capture the banking market in India as it has around the globe.
CONTENT Sr No:1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Subject Introduction to the study Introduction to the Banking History of Banking in India Banking structure in India Indian Banking Industry Upcoming Foreign Banks in India HDFC BANK Company Profile Key Executives Technology used in HDFC Bank Products and customer segments Business strategy Inside HDFC Bank Human resource Rupees earned-Rupees spend Recent development Achievements SWOT Analysis Objectives Research methodology Data analysis & interpretation Findings Suggestions Limitations Conclusion Bibliography Pg No:-
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.
INTRODUCATION TO BANKING
Banking means accepting the deposits from the customers for lending to the needy and extending the other services as to issue of dd etc.nowadays after introduction of private sector banks the banks have become a profit centre and the functions become changed and now banks are doing the insurance and mutual funds also. but nationalised banks are still service 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.
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 crore. 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. Phase III This phase has introduced many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his name which worked for the liberalisation of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money. 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.
expansion of retail and rural banking. Players 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 acquisitions to take advantage of economies of scale and/or comply with Basel II regulation. Indian banking industry assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital, says Prathima Rajan, analyst in Celent's banking group and author of the report.The banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players." 14
Bank of China
15
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. 16
COMPANY PROFILE
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. In addition, this segment Sells third party financial products, such as mutual funds and insurance, as Well as distributes life and general insurance products through its tie-ups with insurance companies and mutual fund houses. The wholesale banking Segment provides loans, non-fund facilities, and transaction services to large Corporate, emerging corporate, small and medium enterprise, supply chain, Public sector 17 undertaking, central and state government departments, and Institutional customers. It
offers deposit and transaction banking products, Supply chain financing, working capital and term finance, agricultural loans, and funded non-funded treasury, and foreign exchange products. This segments services include trade services, cash management, and money Market, custodial, tax collection, and electronic banking. In addition, it provides correspondent bank services to co-operative banks, private banks, foreign banks, and regional rural banks. The Treasury Services segment operates primarily in areas, such as foreign exchange, money market, interest rate trading, and Equities. As of March 31, 2009 HDFC bank had a network of 1,142 branches And 3,295 automated teller machines in 528 cities in India. The company was founded in 1994 and is based in Mumbai, India.
March 2006 March 2007 March 2008 March 2009 Cities 228 316 327 528 Branches 535 684 761 1142 ATMs 1323 1605 1977 3295
As of March 31, 2008, the Banks distribution network was at 761 Branches and 1977 ATMs in 327 cities as against 684 branches and 1,605 ATMs in 316 cities as of March 31, 2007. Against the regulatory approvals for new branches in hand, the Bank expects to further expand the branch network by around 150 branches by June 30, 2008. During the year, the Bank stepped up retail customer acquisition with deposit accounts increasing from 6.2 million to 8.7 million and total cards issued (debit and credit cards) increasing from 7 million to 9.2 million. Whilst credit growth in the banking system slowed down to about 22% for the year ended 2008-09, the Banks net advances grew by 35.1% with retail advances growing by 38.6% and wholesale advances growing by 30%, implying a higher market share in both segments. The transactional banking business also registered healthy growth with cash management volumes increased by around 80% and trade services volumes by around 40% over the previous year. Portfolio quality as of March 31, 2008 remained healthy with gross nonperforming assets at 1.3% and net non-performing assets at 0.4% of total customer assets. 18
KEY EXECUTIVES
Deepak Parekh
Executive Chairman Aditya Puri Managing Director, Director, Member of Investors Grievance (Share) Committee, Member of Fraud Monitoring Committee, Member of Premises Committee, Member of Credit Approval Committee and Member of Risk Monitoring Committee Adil Patrawala Chief Operating Officer of HDFC Securities Limited and Whole time Director of HDFC Securities Limited
Sunil Shah
Managing Director of HDFC Securities Limited and Director of HDFC Securities Limited. Harish Engineer Head of Wholesale Banking, Executive Director and Member of Customer Service Committee. Paresh Sukthankar Head of Credit, Market Risk & Investor Relations, Executive Director and Member of Risk Monitoring Committee. Debajeet Das VP, Treasury 19
Electronic Straight Through Processing Reduced Transaction Cost Data Warehousing , CRM Improve cost efficiency, Cross sell Innovative Technology Application Provide new or superior products
HDFC BANK is the very consistent player in the new private sector banks. New private sector banks to withstand the competition from public sector banks came up with innovative products and superior service. 20
General and Health Insurance Equity and Derivatives Mudra Gold Bar
WHOLESALE BANKING
Corporate Small and Medium Enterprises Financial Institutions and Trusts
Funded Services Non Funded Services
Value Added Services Internet Banking Funded Services Non Funded Services Specialized Services Value added services Internet Banking BANKS Clearing Sub-Membership RTGS sub membership Fund Transfer ATM Tie-ups Corporate Salary a/c Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts 22
BUSINESS MIX
Total Deposits Gross Advances Net Revenue Retail Wholesale HDFC Bank is a consistent player in the private sector Bank and have a well balanced product and business mix in the Indian as well as overseas markets. Customer segments (retail & wholesale) account for 84% of Net revenues (FY 2008) Higher retail revenues partly offset by higher operating and credit costs. Equally well positioned to grow both segments. . 23
NRI SERVICES
Accounts & Deposits Remittances
Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians North America UK Europe South East Asia Middle East Africa
Others Quick remit India Link Cheque Lockbox Telegraphic/ Wire Transfer Funds Transfer Cheques/DDs/TCs
BUSINESS STRATEGY
HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselves against international standards and best Practices in terms of product offerings, technology, service levels, risk management and audit & compliance. The objective 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 Bank's risk appetite. Bank is committed to do this while ensuring the highest levels of ethical standards, professional integrity, corporate governance and regulatory compliance. Continue to develop new product and technology is the main business strategy of the bank. Maintain good relation with the customers is the main and prime objective of the bank.
BENEFIT OF FIVE S
It can be started immediately. Every one has to participate. Five S is an entirely people driven initiatives. Brings in concept of ownership. All wastages are made visible. 26
FIVE S Means:S-1 SORT SEIRI S-2 SYSTEMATIZE SEITON S-3 SPIC-N-SPAN SEIRO S-4 STANDARDIZE SEIKETSU S-5 SUSTAIN SHITSUKE (1) SORT:It focuses on eliminating unnecessary items from the work place. It is excellent way to free up valuable floor space. It segregates items as per require and wanted.
(2) SYSTEMATIZE:Systematize is focus on efficient and effective Storage method. That means it identify, organize and arrange retrieval.
Junk
Wanted but not required Junk
Objective: - A place for everything and everything in its place.
(3) SPIC- n - SPAN:Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of ownership.
(4) STANDERDIZE:It focuses on simplification and standardization. It involves standard rules and policies. It establish checklist to facilitate autonomous maintenance of workplace. It assigns responsibility for doing various jobs and decides on Five S frequency.
(5) SUSTAIN:It focuses on defining a new status and standard of organized work place. Sustain means regular training to maintain standards developed under S-4. It brings in selfdiscipline and commitment towards workplace organization. 28
LABELLING ON FILE
FILE NUMBER SUBJECT FROM DATE TO DATE OWNER
BOX LABEL
For Example
1/3/A/6 1 Work Station (1) 3 Drawer (3) A - Shelf (A) 6 File Number (6) 29
HUMAN RESOURCES
The Banks staffing needs continued to increase during the year particularly in the retail banking businesses in line with the business growth. Total number of employees increased from 14878 as of March31, 2006 to 21477 as of March 31, 2007. The Bank continues to focus on training its employees on a continuing basis, both on the job and through training programs conducted by internal and external faculty. The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation. The Banks employee stock option scheme so far covers around 9000 employees. 31
are the major earning Sources of the bank. Bank also earned from the Forex and Derivatives and some other Interest Income. Bank spent 39.75 % on Interest Expense, 30.27 % on Operating Expense and 14.58 % on Provision. Bank also spent Dividend and 32 Tax on dividend, Loss on Investment, Tax. As we discuss above that balancing is must between these two for every organization especially in the era of globalization where there are stiff competition among various market players.
RECENT DEVELOPMENT
The Reserve Bank of India has approved the scheme of amalgamation of Centurion Bank of Punjab Ltd. with HDFC Bank Ltd. with effect from May 23, 2008. All the branches of Centurion Bank of Punjab will function as branches of HDFC Bank with effect from May 23, 2008. With RBIs approval, all requisite statutory and regulatory approvals for the merger have been obtained. 33 The combined entity would have a nationwide network of 1167 branches; a strong deposit base of around Rs.1,22,000 crores and net advances of around Rs.89,000 crores. The balance sheet size of the combined entity would be over Rs.1,63,000 crores.
relatively 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 bank's competitive strength clearly lies in the use of technology and the ability to deliver world-class service with rapid response time. Over the last 13 years, the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset quality. As on March 31, 2008, the Bank had a network of 761 branches and 1,977 ATMs in 327 cities. For the year ended March 31, 2008, the Bank reported a net profit of INR 15.90 billion (Rs.1590.2crore),up 39.3%, over the corresponding year ended March 31, 2007. As of March 31, 2008 total deposits were INR 1007.69 billion,(Rs.100,769 crore) up 47.5% over the corresponding year ended March 31, 2007. Total balance sheet size too grew by 46.0% to INR 1,331.77 billion (133177 crore). Leading Indian and international Publications have recognized the bank for its performance and quality. 34 Centurion Bank of Punjab is one of the leading new generations Private sector banks in India. The bank serves individual consumers, small and medium businesses and large corporations with a full range of financial products and services for investing, lending and advice on financial planning. The bank offers its customers an array of wealth management products such as mutual funds, life and general insurance and has established a leadership position. 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 NRI banking products to Overseas Indians. On 29th August 2007, Centurion Bank of Punjab merged with Lord Krishna Bank (LKB), post obtaining all requisite statutory and regulatory approvals. This merger has further strengthened the geographical reach of the Bank in major towns and cities across the country, especially in the State of Kerala, in addition to its existing dominance in the northern part of the country. Centurion Bank of Punjab now operates on a strong nationwide franchise of 404 branches and 452 ATMs in 190 locations across the country, supported by employee base of over 7,500 employees. In addition to being listed on the major Indian stock exchanges, the Banks shares are also listed on the Luxembourg Stock Exchange. 35
ACHIEVEMENT IN 2009
UTI MF-CNBC TV18 Financial Advisor
Awards 2009 Best Performing Bank Business Standard Best Banker Award Mr. Aditya Puri, MD, HDFC Bank Fe Best Bank Awards 2009 - Best Innovator of the year award for MD Mr. Aditya Puri - Second Best Private Bank in India - Best in Strength and Soundness Award Euro money Awards 2009 'Best Bank in India' Economic Times Brand Equity & Nielsen Research annual survey 2009 Most Trusted Brand - Runner Up Asia Money 2009 Awards 'Best Domestic Bank in India' IBA Banking Technology Awards 2009 'Best IT Governance Award - Runner up' Global Finance Award 'Best Trade Finance Bank in India for 2009 IDRBT Banking Technology Excellence Award 2008 'Best IT Governance and Value Delivery' Asian Banker Excellence in Retail Financial Services 'Asian Banker Best Retail Bank in India Award 2009 ' 36
SWOT ANALYSIS
STRENGTH
Right strategy for the right products. Superior customer service vs. competitors. Great Brand Image Products have required accreditations. High degree of customer satisfaction. Good place to work Lower response time with efficient and effective service. Dedicated workforce aiming at
WEAKNESSES
Some
gaps in range for certain sectors. Customer service staff needs training. Processes and systems, etc Management cover insufficient. Sectoral growth is constrained by low unemployment levels and competition for staff 37
Opportunities
Profit margins will be good. Could extend to overseas broadly. New specialist applications. Could seek better customer deals. Fast-track career development
opportunities on an industry-wide basis. An applied research centre to create opportunities for developing techniques to provide added-value services.
Threats
Legislation could impact. Great risk involved Very high competition prevailing
in the industry. Vulnerable to reactive attack by major competitors Lack of infrastructure in rural areas could constrain investment. High volume/low cost market is intensely competitive. 38
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.
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. 40 1. Primary Data: The primary data was collected to measure the customer satisfaction and their perception regarding HDFC Bank. The primary data was collected by means of questionnaire and analysis was done on the basis of response received from the customers. The questionnaire has been designed in such a manner that the consumers satisfaction level can be measured and consumer can enter his responses easily. 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.
Sample size
100 customers were selected.
Sampling Unit
Gurdaspur
Sampling Technique
Convenient sampling.
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. 42
Interpretation:
From the above graph it is clear that majority of the respondents i.e. 45% are become part of HDFC Bank because of its services; 25% because of its image; 25% because of its extra services and rest because of all the three factors. 43 3. Are you aware of the different services offered by HDFC
Bank?
Response No. of Respondents %age of Respondents
Yes 91 91% No 9 9% Total 100 100%
91% 9%
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. 44
loans
Interpretation:
From the above graph it is clear that majority of the respondents are aware of saving a/c & FDs i.e. 100%.53% are aware about current a/c, 5% demat a/c, 25% credit card, 16% mutual fund and 95% are aware of loans. 45
0 10 20 30 40 50 60 70 saving a/c saving a/c fixed deposits current a/c demat a/c credit card mutual funds loans
Interpretation:
From the above graph it is clear that majority of the respondents are using saving a/c i.e. 65%.58% are using FDs, 40% current a/c, 3% demat a/c, 0% credit card, 10% mutual fund and 47% are aware of loans. 46
Interpretation:
From the above graph it is clear that majority of the respondents are interesting in FDs i.e. 24%,20% are interesting in saving a/c, 40% current a/c, 23% mutual fund, 19% in loans and no body is interesting in credit cards and demat a/cs. 47
Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the best product. 40% said FDs are best. 12% said current a/c.10% said about mutual funds.5% said about loans and no one rate demat a/c & credit card.
48
8. Do you know about the Extra services being provided by the bank?
Response No. of Respondents %age of Respondents
Yes 69 69% No 41 41% 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. 49
9. Which of the following Extra service of the bank would you like to go in for?
Response No. of Respondents %age of Respondents
Phone banking 5 5% ATM 60 60% Net banking 10 10% Bill payment 10 10% Non of these 5 5% All of these 10 10% 0 20 40 60 80 all of these non of these bill payment net banking ATM phone banking
Interpretation:
From the above graph it is clear that 5% of the respondents would like to go for phone banking, 60% for ATMs, 10% for net banking, 10% for bills payment, 5% dont want any innovative services and 10% want all these services.
Interpretation:
From the above graph it is clear that 35% of the respondents found the service of HDFC Bank good, 55% found it average and 10% found it poor.
11. Are you satisfied with the dealing of the bank officials?
51
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. 52
Interpretation:
From the above graph it is clear that 78% of the respondent facing the problem of timeliness, 12% customer relationship and 10% of infrastructure.
13. How likely are you to recommend Bank services to a friend or colleague?
53
Interpretation:
From the above graph it is clear that 8% of the respondents are unlikely to recommend the products of HDFC Bank to their friends and colleagues, 30% said somewhat unlikely, 17% said neither likely nor unlikely, 35% said somewhat likely and 10% said very likely.
14. How will you rate the HDFC Bank in maintaining good customer relationship?
54
Interpretation:
From the above graph it is clear that 20% of the respondents said HDFC Bank is good in maintaining customer relationship, 57% said it is average and rest 33% said it is poor in the maintenance.
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.
of the customers are satisfied with HDFC Bank. 56 Majority 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. Majority of the respondent said that they are facing the problem of timeliness and rest are facing problem of customer relationship and infrastructure. 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 ATMs and the less preferable services are bills payment, net banking and phone banking. The majority of customers are more interested in FDs, 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, FDs, current a/c and loans.
CONCLUSION
At the end I would like to conclude that The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 trillion by 2010. HDFC bank had a network of 1,142 branches And 3,295 automated teller machines in 528 cities in India.. The majority of customers are satisfied. But the bank should target on the rest of the customers who are not satisfied. The customers are aware about the banks services but the Bank should try to create more awareness among people. HDFC Bank should lay more stress on advertisements, both in print as well as in other media for this purpose. Number of formalities should reduce, as customer feels irritated with lots of formalities and it will save the time of customer and Bank also. 60
BIBLIOGRAPHY
www.bnknetindia/com/banking/finance http://en.wikipedia.org/wiki/bankingfinancialcompany www.hdfcbank.com www.hdfcbank/products/finance www.google.com
www.iloveindia.com .
61
QUESTIONNAIRE
Name ______________________ Age _______________________ Gender _____________________ Occupation _________________ Annually Income _____________ e-mail _____________________ Address _____________________________________________________ 1. For how long you are part of HDFC Bank? Less than 6 Months ( ) Less than 1 Year ( ) Less than 2 Years ( ) 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? Yes ( ) No ( ) 62 4. Do you know about these services of the banking industry? a) Savings a/c Yes/no b) Fixed deposits yes/no c) Current a/cs yes/no d) Demat a/cs yes/no e) Credit card yes/no f) Insurances yes/no g) Mutual funds yes/no h) Loans yes/no 5. Which of these products are you using? a) Savings a/c yes/no b) Fixed deposits yes/no c) Current a/c yes/no d) De-mat a/c yes/no e) Credit card a/c yes/no f) Insurance yes/no g) Mutual finds yes/no h) Loans yes/no 6. Which of these products are you more interested in? a) Savings a/c yes/no B) Fixed deposits yes/no c) Current a/c yes/no 63 d) De-mat a/c yes/no e) Credit card a/c yes/no f) Insurance yes/no g) Mutual finds yes/no h) Loans yes/no 7. 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 8. Do you know about the extra services being provided by the bank? a) Yes b) No 64 9. 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 ( ) 10. What is your perception regarding the service of the bank? a) Good ( ) b) Average ( ) c) Poor ( ) 11. Are you satisfied with the dealing of the bank officials? a. Yes ( ) b. No ( ) c. To some extend ( ) 12. Any problem you are facings regarding the bank? Timeliness ( ) Customer relationship ( ) Infrastructure ( ) Others ( ) 65 13. How likely are you to recommend Bank services to a friend or colleague? (1) Very unlikely ( ) (2) Somewhat unlikely ( ) (3) Neither likely nor unlikely ( ) (4) Very likely ( ) (5) Somewhat likely ( ) 14. How will you rate the HDFC Bank in maintaining good customer relationship? (1) Good ( ) (2) Average ( ) (3) Poor ( ) 15. What is your overall satisfaction rating with our company? (1) Very dissatisfied ( ) (2) Somewhat dissatisfied ( ) (3) Nether satisfied nor dissatisfied ( ) (4) Very satisfied ( ) (5) Somewhat satisfied ( )