Project Work Report on

STUDY OF CUSTOMER SATISFICATION ON HDFC BANK

BY

SAHID MOHAMMAD
ROLL NO. - 13MIAXX646

Submitted to
RAJASTHAN TECHNICAL UNIVERSITY
(In partial fulfillment of the requirement for the award of the degree of)
MASTER OF BUSINESS ADMINISTRATION
(Under the guidance of)
INTERNAL GUIDE

EXTERNAL GUIDE

Mr. O. P. Pathak

Mr. Shyam Sunder Jangir

Faculty of Management Studies

Manager HDFC

Department of MBA

INSTITUTE OF ENGINEERING TECHNOLOGY, MIA

ALWAR
Batch 2013-15

DATE: - 24-04-2015

TO WHOM SO EVER IT MAY CONCERN

This is to certify that Mr. Sahid Mohammad student of MBA of
INSTITUTE OF ENGINEERING & TECHNOLOGY, ALWAR (RAJ.) has

successfully completed his 20 days project work (from 02-04-2015 to 22-042015.) on the topic STUDY OF COSTUMER SATISFACTION.
His performance during this period was good & we wish him all the best in
his future career.

Shyam Sunder Jangir

For HDFC Bank Ltd.

CERTIFCATE
This is to verify that Mr. Sahid Mohammad bearing roll no. 13MIAXX646, is a bonafide
student of master of business administration course of the institute batch 2013-15 affiliated to
Rajasthan technical university , kota.
Project work report on A Study of Customer Satisfaction on HDFC Bank Is prepared by
him under the guidance of Mr. O.P. Pathak in partial fulfillment of the requirement for the
award of the degree of master of business administration of Rajasthan technical university,
kota, Rajasthan.

Signature of internal guide

Signature of HOD

Signature of the principal

ABSTRACT
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. 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. 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.

ACKNOWLEDGEMENT
There is always a sense of gratitude one expresses to others for the helpful and needy
service they render during all phases of life. I have completed this project with the help of
different personalities. I wish to express my gratitude towards all of them.
I express my sincere thanks to my project guide, Mr. O. P. Pathak (Faculty of MBA
Deptt.), for guiding me right from the inception till the successful completion of the
project. I sincerely acknowledge him for extending their valuable guidance, support for
literature, critical reviews of project and the report and above all the moral support he had
provided to me with all stages of this project.
I would also like to thank my teacher for steering my confidence and capability for giving
me insight into training by giving me exposure to the arena of competitive and real world.
Lastly I would like to thank my parents and friends for their constant support during the
duration of my project study.

Place:
Date:
(Signature of Student)
Sahid Mohammad
MBA IV Sem.

DECLARATION
I, Sahid Mohammad, hereby declare that the project work report entitled A Study of
Customer Satisfaction on HDFC Bank alwar prepared by me under the guidance of Mr.
O. P. Pathak, faculty of MBA department, Institute of engineering and technology and
external assistance by (name, designation, organization )
I also declared that this project is based on original study undertaken by me and has not been
submitted for the award of degree/ diploma from any other institute / university.

Place :
Date:

Signature of student

TABLE OF CONTENTS

Title Page
Certificate
Abstract
Acknowledgement
Table of contents
Executive Summary
List of Tables
List of figures and charts

i
ii
iii
iv
v
vii
viii
ix

CHAPTER-1 INTRODUCTION

1-2

1.1 What is customer satisfaction?

1.2 Why is it important?

CHAPTER-2 INTRODUCTION OF THE INDUSTRY

3-6

2.1 General Introduction

2.2 Industry Profile

2.3 Wholesale Banking Services

2.4 Retail Banking Services

2.5 Treasury

CHAPTER-3 INTRODUCTION TO THE ORGANISATION

3.1 Origin of the Organization

3.2 Growth and Development of the Organization

3.3 Functional Departments of the Organization

10

3.4 Organization Structure and Organization Chart

12

3.5 Organization Chart

14

CHAPTER-4 RESEARCH METHODOLOGY

15-16

4.1 Title of the Study

15

4.2 Objectives of the Study

15

4.3 Research Design

15

4.4 Data Collection Methods

16
7

4.5 Sample Size and Method of Selecting Sample

16

4.6 Limitations of Study

16

CHAPTER-5 DATA ANALYSIS AND INTERPRETATIONS

17-35

CHAPTER-6 FINDINGS OF THE STUDY

36

CHAPTER-7 CONCLUSION AND SUGGESTIONS

37

BIBLIOGRAPHY

38

ANNEXURE

39-42

EXECUTIVE SUMMARY
The report contains the organizational study done at HDFC Bank. The report title is
CUSTOMER SATISFACTION IN 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. 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.

LIST OF TABLES
Table No.

Particulars

Page No.

Table no. 5.1

Table showing how long the part of HDFC bank

17

Table no. 5.2

Table showing reasons that attract you to be a customer of the bank

18

Table no.5.3

Table showing aware of the different services offered by HDFC 19

Bank

Table no.5.4

Table showing know about these following services of the bank

20

Table no.5.5

Table showing services are you using

21

Table no.5.6

Table showing services are you further interested in

22

Table no.5.7

Table showing service of the bank would you rate the best

23

Table no.5.8

Table showing Extra services being provided by the bank

24

Table no.5.9

Table showing Extra service of the bank would you like to go in for

25

Table no.5.10

Table showing perception about the service of the bank

26

Table no.5.11

Table showing satisfied with the dealing of the bank officials

27

Table no.5.12

Table showing any problem facing regarding the bank

28

Table no.5.13

Table showing recommend Bank services to a friend or colleague

29

Table no.5.14

Table showing HDFC Bank in maintaining good customer 30

relationship

Table no.5.15

Table showing overall satisfaction rating with our bank

31

LIST OF FIGURES AND CHART

Chart No.

Particulars

Page No.
10

Chart no. 5.1

Chart showing how long the part of HDFC bank

17

Chart no. 5.2

Chart showing reasons that attract you to be a customer of the bank

18

Chart no.5.3

Chart showing aware of the different services offered by HDFC 19

Bank

Chart no.5.4

Chart showing know about these following services of the bank

20

Chart no.5.5

Chart showing services are you using

21

Chart no.5.6

Chart showing services are you further interested in

22

Chart no.5.7

Chart showing service of the bank would you rate the best

23

Chart no.5.8

Chart showing Extra services being provided by the bank

24

Chart no.5.9

Chart showing Extra service of the bank would you like to go in for

25

Chart no.5.10

Chart showing perception about the service of the bank

26

Chart no.5.11

Chart showing satisfied with the dealing of the bank officials

27

Chart no.5.12

Chart showing any problem facing regarding the bank

28

Chart no.5.13

Chart showing recommend Bank services to a friend or colleague

29

Chart no.5.14

Chart showing HDFC Bank in maintaining good customer 30

relationship

Chart no.5.15

Chart showing overall satisfaction rating with our bank

11

31