PROJECT REPORT

(SUBMITTED FOR THE DEGREE OF B.COM.HONOURS IN ACCOUNTING

AND FINANCE UNDER THE UNIVERSITY OF CALCUTTA)

STUDY OF CUSTOMER SATISFATION OF

SBI AND HDFC BANK

Submitted by

 Name of the Candidate: KOUSIK DAS

 Registration No: 057-1121-0086-16
 University Roll No: 1057-61-0006
 College Roll No: 70
 Name of the College: NETAJI NAGAR DAY COLLEGE

Supervised by
 Name of the Supervisor: Prof. DEBDULAL CHATTERJEE
 Name of the College: NETAJI NAGAR DAY COLLEGE
 Month & Year of Submission: 2018-2019
 SUPERVISOR’S CERTIFICATE

This is to certify that Mr. KOUSIK DAS a student of B.com. Honours in Accounts
and Finance of NETAJI NAGAR DAY COLLEGE under the University of Calcutta has
worked under my supervision and guidance for his project work and prepared the
project Report with the title
(STUDY OF CUSTOMER SATISFATION OF SBI AND HDFC
BANK)
The project Report, which he is submitting, is his genuine and original work to the
best of my knowledge.

Place: Kolkata Signature:

Date: 20TH FEB Name: Prof. DEBDULAL CHATTERJEE
Designation: CWTT, Dept. of Commerce
Name of the college: NETAJI NAGAR DAY COLLEGE
 STUDENT DECLARATION

I hereby declare that the project work with the title of

(STUDY OF CUSTOMER SATISFATION OF SBI AND HDFC BANK)
submitted by me for the partial fulfilment of the degree of B.COM. Honours
Accounts & Finance under the University of Calcutta is my original work and has not
been submitted earlier to any other University for the fulfilment of the requirement
for any course of study.
I also declare that no chapter of this manuscript in whole or in part has been
incorporated in this report from any earlier work done by others or by me. However,
extracts of any literature which has been used for this report has been duly
acknowledged providing details of such literature in this reference.

Place: Kolkata Signature:

Date: Name: KOUSIK DAS
Address: A-92, Dinesh Pally, Purba Putiary
Kolkata-700093
Registration No: 057-1121-0086-16
Roll No: 1057-61-0006
College Roll No: 70
 Acknowledgment

I offer my sincere thanks to many people who have helped and supported me while
doing the project.
My deepest thanks to our supervisor for guiding the project work and correcting
various documents with attention and care and has gone through lot of difficulties as
and when required for my project.
My deepest sense of gratitude to University of Calcutta for providing us with an
opportunity to do such a project.
I also extend my heart full thanks and appreciation to my institution and my principal
prof. DEBDULAL CHATTERJEE, my faculty members my respective teachers and my
well-wishers without whom the project of mine would have been distant reality.

Date : signature:
TABLE OF CONTENTS
Page No.

 CHAPTER 1

INTRODUCTION…………………………………………………………………………… 1-6

 CHAPTER 2

CONCEPTUAL FRAMEWORK………………………………………………………….... 7

 CHAPTER 3

DATA ANALYSIS OF SBI BANK…………………………………………………………. 8-19

DATA ANALYSIS OF HDFC BANK……………………………………………………… 20-31

COMPARATIVE STUDY OF SBI AND HDFC…………………………………………... 32-43

MORE DETAILS OF SBI AND HDFC……………………………………………………. 44-49

 CHAPTER 4

FINDING & CONCLUSION……………………………………………………………… 50

SUGGESTION & RECOMMENDATIONS……………………………………………… 51

BIBLIOGRAPHY (ANNEXURES 1)……………………………………………………... 52

QUESTIONNAIRES (ANNEXURES 2)………………………………………………….. 53-54

CHAPTER NO.1:
 INTRODUCTION

1. 1 Definition :
Banking Sector plays a crucial role in the development of the nation. But now a days,
only the institutions that can adopt strategies to compete better are likely to survive
in the long run. For the banking sector, customer loyalty to banks is one way of
keeping banking business competitive. It is very costly and difficult to recover an
unsatisfied customer. It has become imperative for both public and private sector
banks to perform to the best of their abilities to retain their customers by fulfilling
their needs. Many a times banks fail to satisfy their customers which can cause huge
losses to banks and there the need for this study arises. The purpose of this study is
to compare the public sector banks and private sector banks in terms of customer
satisfaction and to study the various variables of service quality using SERVQUAL
model. As Customer Satisfaction ultimately leads to the Customer Loyalty, this
research focus on finding the gap between the customers’ Expectation and Perception
and also the relation between customer satisfaction, Service Quality and Customer
Loyalty.

The working of the customer’s mind is a mystery which is difficult to solve and
understanding the nuances of what customer satisfaction is, a challenging task. This
exercise in the context of the banking industry will give us an insight into the
parameters of customer satisfaction and their measurement. In the organised segment,
banking system occupies an important place in nation’s economy.
(1)
1.2 LITERATURE REVIEW

 Denise K. Conroy in his study titled (Customer satisfaction measures in the public sector:
what do they tell us?) attempts to devise customer satisfaction measures, according to him
there are a number of factors which can affect the interpretation of results - the nature of
the customer, service provision, service quality and, for the public-sector, the extent to
which consumer sovereignty exists. Resources may be better directed towards setting and
maintaining high levels of standard of service. This study addresses the difficulties and
highlights the complex nature of a customer or service beneficiary who can be, at the same
time, a taxpayer, voter, recipient of financial benefits, with expectations of the public sector
and its delivery agent, yet cannot choose another provider.

 Harry Nowak, Southwestern Oklahoma State University, Nancy Buddy,

Southwestern Oklahoma State University, Robert Reeder, Southwestern Oklahoma
State University and Daniel Hart, Southwestern Oklahoma State University in their
study titled (Customer responses: A COMPARATIVE STUDY) wants to determine
various variables which influence customers of a bar and grill. This comparative analysis
includes customer responses with comparisons made to the major competitor's customer
responses, student customer responses, and responses of a panel of non-customers
assembled to assess potential customer responses. This study indicates that location can be
a significant deterrent to expansion of the customer base. The personality of the owner can
have a positive impact on customer flow. Analysis of spending patterns indicates that food
and pool were underutilized. The male/female ratio was a determinate of customer flow.

(2)
 Dawn Iacobucci, Amy Ostrom, Kent Grayson in their study titled (Distinguishing
Service Quality and Customer Satisfaction: The Voice of the Consumer) presents two
studies that rely on divergent methodologies to examine whether or not quality and
satisfaction have distinct antecedent causes, consequential effects, or both (i.e., whether or
not they should be considered a single construct, or distinct, separable constructs). They
focus on consumers’ understanding and use of the words quality and satisfaction; in both
studies, respondents report whether or not they think quality and satisfaction differ, and if
so, on what dimensions or under what circumstances. In the first study, they use the
qualitative “critical incident” technique to elicit service attributes that are salient to
respondents when prompted to consider quality and satisfaction as distinct. they code the
responses to these open-ended survey questions to examine whether quality can be teased
apart from satisfaction, from the respondents’ (consumers’) perspective. In the second
study, to triangulate on the qualitative data, they experimentally manipulated a number of
service attributes drawn from both the first study and from the literature to see whether or
not they have differential impacts on judgments of quality and satisfaction. They did not
presuppose that quality and satisfaction differ—rather, they asked respondents to make a
judgment either of quality or of satisfaction, defining the term as they saw fit.

 Antares D. Athanassopoulos in his study titled (Customer Satisfaction Cues to Support

Market Segmentation and Explain Switching Behavior) examined the customer
satisfaction cues in retail banking services in Greece. The study proposes an instrument of
customer satisfaction that contains service quality and such other attributes as price,
convenience, and innovation. The proposed framework of customer satisfaction was
verified empirically yielding four distinct facets for business customers and five for
individual customers. The performance implications of the customer satisfaction
instrument are also explored. What is shown is that customer segments, in fact, yield
statistically different satisfaction scores, which verifies the as explanatory cues for the
switching behavior of individual and business customers were tested successfully.
(3)
1.3 Objective of study

 To study the preference of customers regarding of SBI

bank and HDFC bank.

 To analyse which facility influence the customer most while selecting

a Bank.

 To compare the various services provided by these banks.

 To make aware about the various services provided by the banks.

 To know which type of facilities preferred by the customers.

(4)
1.4 Research Methodology

 Sources of data:

Data is collected through various secondary as well as primary sources.

 PRIMARY SOURCES:
Primary data collected by means of Questionnaires. To collect the data from selected bank users,
survey method based on the use of self-administered questionnaire was used. Questionnaires were
administered to 50 bank customers divided equally among selected banks. At the time of
administering the questionnaire an attempt was made to include the respondents from different
demographic groups.

 SECONDARY SOURCES:
Different websites, Articles on banking taken from journals, newspapers relating to banks.

 METHOD AND STATISTICAL TOOLS :

We have presented primary as well as secondary data through different tables and charts mostly bar
charts or column chart has been used to present data and interpret the result. Some pie charts are
presented on conveniently to present the data in an acceptable form customers’ attitude towards this
two banks namely HDFC and SBI, have been observed by giving them printed questionnaire. The
collected data have been tabulated in Excel worksheet to prepare table and draw pictorial presentation
due to limitation of time. We have collected data from the above mentioned two banks from several
branches for a period of six months commencing from 1st July to 31st December 2017.

(5)
1.5 Limitation of study:

1. Some information which might have been useful for the research project was
not disclosed by the
Selected banks due to secrecy and thus the research result are based on
available information.

2. Time constraints limited the wise coverage of the study.

3. Sudden changes in the banking practices during the course of research can
affect the result.

4. The study is limited to the area of South Kolkata.

5. The sample size of only 50 was taken from the large population for the purpose
of study, so there can be difference between results of sample from total
popular.

(6)
CHAPTER NO.2:
 Conceptual Framework

2.1 History of banking system in INDIA:-

Without a sound and effective banking system in India it cannot have a healthy economy. The
banking system in India should not only hassle free but it should be able to meet new challenges
posed by the technology and any other external and internal factor. For the past three decades
India’s banking system has several outstanding achievements to its credit. The most striking is its
extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact,
India banking system has reached even to the remote corners of the country. This is one of the
main reasons of India’s growth process. The government’s regular policy for India bank since
1969 has paid rich dividends with the nationalization of 14 major private banks of India. Long
time ago, an account holder had to wait for hours at the bank counters for getting a draft or for
withdrawing his own money. Today he has a choice. Gone other days when the most efficient
bank transferred money from one branch to other in two days. Now it is simple as instant
messaging or dials a pizza. Money has become the order of the day. The first bank in India, though
conservative, was established in 1786 .From 1786 till today, the journey of Indian Banking system
can be segregated into three distinct phases.

They are mentioned below:

 Early phase from 1786 to 1969 of Indian Bank
 Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.
 New phase of Indian Banking System with the advent of Indian Financial & Banking Sector

Reforms after 1991.

(7)
CHAPTER NO.3:
 Analysis of Results

I) MOST IMPORTANT REASONS FOR CHOOSING SBI?

FACTORS NO. OF PERSONS

 The brand name of the bank 9
 The excellent service offered by this bank 5
 ATM service 8
 Net banking facility 4
 Location advantage 4

Source: Field Survey done by author

Single most important reason for choosing

SBI Bank
The brand name of the bank

9 The excellent service offered

8 by this bank
ATM service
5
4 4 Net banking facility

Location advantage
NO. OF PERSONS

 INTERPRETATION:
According to survey , when asked the respondent most important reason for choosing SBI
bank , 9 persons said brand name, 5 excellent service offered by bank, 8 persons said ATM
location, 4 persons said net banking facilities and 4 persons location advantage.

(8)
II) ACCOUNT FACILITY AVAILING IN THE SBI?

FACILITY NO. OF PERSONS

 Savings account 10

 Current account 5

 Fixed account 8

 NRI account 7

Source: Field Survey done by author

10
ACCOUNT FACILITY
10
9 8
8 7 Savings account
7
6 5
5 Current account
4
3
Fixed account
2
1
0 NRI account
NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked the respondent which facility availing in the bank, they said 10
persons said Savings account, 5 persons said Current account, and 8 persons said fixed account,
7 persons said NRI Account.

(9)
III) THE PROCEDURE TO OPEN AN ACCOUNT WITH SBI BANK WAS
DIFFICULT?

OPINION NO. OF PERSONS

 To a certain extent 13

 No, it was easy 17

Source: Field Survey done by author

CUSTOMERS' OPINION ABOUT THE PROCEDURE

TO OPEN AN BANK ACCOUNT

13, 43% To a certain extent

17, 57%
No, it was easy

 INTERPRETATION:
According to survey, when asked the respondent, do you feel the procedure to open an account
with the bank was difficult, 13 persons said ‘To a certain extent’ and 17 persons said ‘No, it was
easy’

(10)
IV) NO. OF YEARS, CUSTOMERS DEALING WITH SBI:

YEARS NO. OF PERSONS

 Less than 1 year 4

 1 to 2 years 11

 3 to 5 years 6

 More than 5 years 9

Source: Field Survey done by author

12 YEARS OF DEALING WITH SBI

11
10
9
8 Less than 1 year
6
6 1 to 2 years
4
4 3 to 5 years

2 More than 5 years

NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked the respondent, how many years dealing with SBI bank, 4
persons said less than 1 year, 11 persons said 1 to 2 years, 6 persons said 3 to 5 years, 9 persons
said more than 5 years.
(11)
V) The expectable service from SBI?

REASONS NO. OF PERSONS

 Quick Response 17
 Good Customer Relation 5
 Extra facility for Existing 8
Customer

Source: Field Survey done by author

The expectable service from SBI

18 17
16
Quick Response
14
12
10 8
8
Good Customer Relation
5
6
4
2 Extra facility for Existing
0 Customer
NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked the respondent, expectable service from SBI, 17 persons said
Quick Response, 5 persons said Good Customer Relation, and 8 persons said Extra facility for
Existing Customer.

(12)
VI) WHICH FACILITY SATISFIES CUSTOMER MOST?

FACILITY NO. OF PERSONS

 ATM 7
 LOAN 2
 EARLY CHEQUE CLEARANCE 4
 PREPARATION FOR DRAFTS 3
 INTEREST PACKAGE 4
 NET BANKING 3
 PHONE BANKING 7

Source: Field Survey done by author

FACILITY
7 7
7
ATM
6
Loan
5
4 4 Early cheque clearance
4
3 3
3
Preparation for drafts
2
2 Interest package

1 Net banking
0 Phone banking
NO. OF PERSONS

 INTERPRETATION:
According to survey , when asked the respondent, the customer which facilities most satisfied, 7
persons said ATM, 2 persons said loan, 4 persons said early cheque clearance, 3 persons said
preparation for drafts, 4 persons said Internet packages, 3 persons said net banking, 7 persons
said phone banking.
(13)
VII) WHICH KIND OF LOAN IS TAKEN BY THE SBI CUSTOMER MOST?

TYPE OF LOAN NO. OF PERSONS

 Personal loan 6
 Home loan 4
 Car loan 2
 Educational loan 3
 Gold loan 5
 None 10

Source: Field Survey done by author

TYPE OF LOAN TAKEN BY THE CUSTOMER

10
10
Personal loan
9
8 Home loan
7
6 Car loan
6 5
5 4
Educational loan
4 3
3 2 Gold loan
2
1 None
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, what kind of loan is taken by you ,6 persons
said personal loan ; 4 persons said home loan ; 2 persons said car loan and 3 persons said
educational loan , 5 persons said gold loan ; 10 persons said.

(14)
III) Like to take another loan from SBI in future?

 YES 11

 NO 19

Source: Field Survey done by author

Another loan from SBI in future

19
20
18
16
14
12 11
10 YES NO
8
6
4
2
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, would you like to take another loan from
SBI in future, 11 persons said yes, 19 persons said no.

(15)
IX) SATISFACTION OF THE CUSTOMER OF SBI BANK WITH THE SECURITY OF
ONLINE BANKING SERVICES:

OPINION NO. OF PERSONS

 Completely 14
 Somewhat 10
 Dubious 5
 Not at all 1

Source: Field Survey done by author

SATISFACTION OF THE CUSTOMER WITH THE

SECURITY OF ONLINE BANKING SERVICES
14
14

12
10 Completely
10

8 Somewhat
6 5

4
Dubious
2
1
Not at all
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, do you trust the security of online
banking services , 14 persons said Completely; 10 persons said Somewhat; 5 persons said
Dubious and 1 persons said Not at all.

(16)
X) FOR WHICH OF THE TRANSACTIONS CUSTOMERS OF SBI USE E-BANKING

SERVICES MOST:

E-BANKING SERVICES NO. OF PERSONS

 Online shopping 17
 Balance Enquiry 4
 Bill Payment 7
 Money Transfer 2

Source: Field Survey done by author

E-BANKING SERVICES
18 17
16
Online shopping
14
12
10 Balance Enquiry
8 7
6 4 Bill Payment
4 2
2
0
Money Transfer
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, for which of the transaction you use e-banking
services, 19 persons said online shopping; 4 persons said Balance Enquiry; 7 persons said Bill
Payment and 2 persons said Money Transfer.

(17)
XI) IF THE SBI BANK CUSTOMER IS PROVIDED WITH BETTER SERVICES BY
OPTIONAL BANK, WOULD HE/SHE LIKE TO MOVE TO OTHER?

 YES 18

 NO 12

Source: Field Survey done by author

12, 40% YES

18, 60%

NO

 INTERPRETATION:
According to survey, when asked the respondent, if you are provided with better services by
optional bank. Would you like to move to other bank in out of 30, 18 said yes and 12 said no.

(18)
XII) OVERALL SATISFACTION OF THE CUSTOMERS WITH THE PERFORMANCE
OF SBI:

SATISFACTION NO. OF PERSONS

 EXCELLENT 12
 GOOD 6
 SATISFACTORY 7
 AVERAGE 5
 BELLOW AVERAGE 0

Source: Field Survey done by author

SATISFACTION LEVEL
12
12

10
EXCELLENT

8 7 GOOD
6
6 5 SATISFACTORY

4 AVERAGE

2 0 BELLOW AVERAGE
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked of overall satisfaction of the customers with the performance
of SBI, 12 persons said excellent, 6 persons said good, 7 persons said satisfactory, 5 persons said
average, 0 person said below average.

(19)
I) MOST IMPORTANT REASONS FOR CHOOSING HDFC?

FACTORS NO. OF PERSONS

 The brand name of the bank 7
 The excellent service offered by this 10
bank
 ATM service 3
 Net banking facility 6
 Location advantage 4

Source: Field Survey done by author

Single most important reason for choosing

HDFC Bank
The brand name of the bank

The excellent service offered

10 by this bank
ATM service
7 6
4
3 Net banking facility

Location advantage
NO. OF PERSONS

 INTERPRETATION:
According to survey , when asked the respondent most important reason for choosing HDFC
bank , 7 persons said brand name, 10 excellent service offered by bank, 3 persons said ATM
location, 6 persons said net banking facilities and 4 persons location advantage.

(20)
II) ACCOUNT FACILITY AVAILING IN THE HDFC?

FACILITY NO. OF PERSONS

 Savings account 15

 Current account 6

 Fixed account 7

 NRI account 2

Source: Field Survey done by author

ACCOUNT FACILITY
16 15
14

12
Savings account

10
7 Current account
8 6
6

4 2 Fixed account
2

0 NRI account
NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked the respondent which facility availing in the bank, they
said 15 persons said Savings account, 6 persons said Current account, and 7 persons said
fixed account, 2 persons said NRI Account.

(21)
III) THE PROCEDURE TO OPEN AN ACCOUNT WITH HDFC BANK WAS
DIFFICULT?

OPINION NO. OF PERSONS

 To a certain extent 12

 No, it was easy 18

Source: Field Survey done by author

CUSTOMERS' OPINION ABOUT THE PROCEDURE

TO OPEN AN BANK ACCOUNT

12, 40%
To a certain extent

18, 60%
No, it was easy

 INTERPRETATION:
According to survey, when asked the respondent, do you feel the procedure to open an account
with the bank was difficult, 12 persons said ‘To a certain extent’ and 18 persons said ‘No, it was
easy’

(22)
IV) NO. OF YEARS, CUSTOMERS DEALING WITH HDFC:
YEARS NO. OF PERSONS
 Less than 1 year 9

 1 to 2 years 8

 3 to 5 years 7

 More than 5 years 6

Source: Field Survey done by author

9 9 YEARS OF DEALING WITH SBI

8 8
7
7
6 Less than 1 year
6

5
1 to 2 years
4

3 3 to 5 years
2
More than 5 years
1

NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked the respondent, how many years dealing with HDFC bank, 9
persons said less than 1 year, 8 persons said 1 to 2 years, 7 persons said 3 to 5 years, 6 persons
said more than 5 years.

(23)
V) The expectable service from HDFC?

REASONS NO. OF PERSONS

 Quick Response 7
 Good Customer Relation 18
 Extra facility for Existing Customer 5

Source: Field Survey done by author

The expectable service from HDFC

18
18

16
Quick Response
14

12

10
Good Customer Relation
8
7
5
6

4
Extra facility for Existing
2 Customer
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked the respondent, expectable service from HDFC, 7 persons said
Quick Response, 18 persons said Good Customer Relation, and 5 persons said Extra facility for
Existing Customer.

(24)
VI) WHICH FACILITY SATISFIES CUSTOMER MOST?

FACILITY NO. OF PERSONS

 ATM 10
 LOAN 2
 EARLY CHEQUE CLEARANCE 3
 PREPARATION FOR DRAFTS 4
 INTEREST PACKAGE 4
 NET BANKING 5
 PHONE BANKING 2

Source: Field Survey done by author

FACILITY
10
10
9
ATM
8 Loan
7
6 Early cheque clearance
5
5
4 4 Preparation for drafts
4 3
3 2 2 Interest package
2
Net banking
1
0 Phone banking
NO. OF PERSONS

 INTERPRETATION:
According to survey , when asked the respondent, the customer which facilities most satisfied,
10 persons said ATM, 2 persons said loan, 3 persons said early cheque clearance, 4 persons said
preparation for drafts, 4 persons said Internet packages, 5 persons said net banking, 2 persons
said phone banking.
(25)
VII) WHICH KIND OF LOAN IS TAKEN BY THE HDFC CUSTOMER MOST?
TYPE OF LOAN NO. OF PERSONS
 Personal loan 4
 Home loan 2
 Car loan 2
 Educational loan 12
 Gold loan 5
 None 5

Source: Field Survey done by author

TYPE OF LOAN TAKEN BY THE CUSTOMER

12
12
Personal loan
10
Home loan
8
Car loan
6 5 5 Educational loan
4
4
2 Gold loan
2
2
None
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, what kind of loan is taken by you ,4 persons
said personal loan ; 2 persons said home loan ; 2 persons said car loan and 12 persons said
educational loan , 5 persons said gold loan ; 5 persons said.

(26)
VIII) Like to take another loan from HDFC in future?

 YES 14

 NO 16

Source: Field Survey done by author

Another loan from HDFC in future

16
16

15.5

15

14.5 YES NO
14
14

13.5

13
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, would you like to take another loan from
HDFC in future, 14 persons said yes, 16 persons said no.

(27)
IX) SATISFACTION OF THE CUSTOMER OF HDFC BANK WITH THE SECURITY
OF ONLINE BANKING SERVICES:

OPINION NO. OF PERSONS

 Completely 15
 Somewhat 12
 Dubious 2
 Not at all 1

Source: Field Survey done by author

SATISFACTION OF THE CUSTOMER WITH THE

SECURITY OF ONLINE BANKING SERVICES
16 15
14
12 Completely
12
10
Somewhat
8
6
Dubious
4 2
1
2
Not at all
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, do you trust the security of online
banking services , 15 persons said Completely; 12 persons said Somewhat; 2 persons said
Dubious and 1 persons said Not at all.

(28)
X) FOR WHICH OF THE TRANSACTIONS CUSTOMERS OF HDFC USE E-BANKING

SERVICES MOST:

E-BANKING SERVICES NO. OF PERSONS

 Online shopping 16
 Balance Enquiry 5
 Bill Payment 5
 Money Transfer 4

Source: Field Survey done by author

E-BANKING SERVICES
16
16

14
Online shopping
12
10
Balance Enquiry
8
6 5 5
4
Bill Payment
4
2
0
Money Transfer
NO. OF PERSONS

 INTERPRETATION:
According to survey, when I asked the respondent, for which of the transaction you use e-banking
services, 16 persons said online shopping; 5 persons said Balance Enquiry; 5 persons said Bill
Payment and 4 persons said Money Transfer.

(29)
XI) IF THE HDFC BANK CUSTOMER IS PROVIDED WITH BETTER SERVICES BY
OPTIONAL BANK, WOULD HE/SHE LIKE TO MOVE TO OTHER?

 YES 13

 NO 17

Source: Field Survey done by author

13, 43%
YES
17, 57%

NO

 INTERPRETATION:
According to survey, when asked the respondent, if you are provided with better services by
optional bank. Would you like to move to other bank in out of 30, 18 said yes and 12 said no.

(30)
XII) OVERALL SATISFACTION OF THE CUSTOMERS WITH THE PERFORMANCE
OF HDFC:

SATISFACTION NO. OF PERSONS

 EXCELLENT 14
 GOOD 7
 SATISFACTORY 4
 AVERAGE 4
 BELLOW AVERAGE 1

Source: Field Survey done by author

SATISFACTION LEVEL
14
14

12 EXCELLENT
10 GOOD
8 7
SATISFACTORY
6 4 4
AVERAGE
4
1
2 BELLOW AVERAGE
0
NO. OF PERSONS

 INTERPRETATION:
According to survey, when asked of overall satisfaction of the customers with the performance
of HDFC , 14 persons said excellent, 7 persons said good, 4 persons said satisfactory, 4 persons
said average, 1 person said below average.

(31)
Comparative study of SBI and HDFC banks
 I) MOST IMPORTANT REASON FOR CHOOSING BANK?

FACTORS SBI HDFC

 The brand name of the bank 9 7
 The excellent service offered by this bank 5 10
 ATM service 8 3
 Net banking facility 4 6
 Location advantage 4 4

Source: Field Survey done by author

COMPARATIVE STUDY REGARDING MOST

IMPORTANT REASON FOR CHOOSING BANK
10 The brand name of the bank
10 9
8
8 7 The excellent service offered by this
5 6 bank
6
ATM service
4 4 3 4
4
Net banking facility
2

0
Location advantage
SBI HDFC

 INTERPRETATION:
According to survey, when I compare to most important reason for choosing a
particular bank, in SBI most of customer said the reason of chosen to the brand
name of the bank and in HDFC bank most of customer said the reason of chosen
bank for excellent service offered by this bank.

(32)
 II) COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC BANK
REGARDING THE ACCOUNT FACILITIES PROVIDED TO THEM:

FACILITY SBI HDFC

 Savings account 10 15
 Current account 5 6
 Fixed account 8 7
 NRI account 7 2

Source: Field Survey done by author

ACCOUNT FACILITY
16 15
14
Savings account
12
10
10
8
Current account
8 7 7
6
5
6 Fixed account
4 2
2 NRI account
0
SBI HDFC

 INTERPRETATION:
According to survey, Comparative Study of The Customers Of SBI and HDFC
Bank Regarding type of account, most of SBI customers have saving account and
HDFC customers have also saving account.

(33)
 III) THE PROCEDURE TO OPEN AN ACCOUNT WAS DIFFICULT:

OPINION SBI HDFC

 To a certain extent 13 12

 No, it was easy 17 18

Source: Field Survey done by author

COMPARATIVE STUDY REGARDING

CUSTOMERS' OPINION ABOUT THE
PROCEDURE TO OPEN AN BANK ACCOUNT

18
18 17
16
14 13 To a certain extent
12
12
10
8
6
No, it was easy
4
2
0
SBI HDFC

 INTERPRETATION:
According to survey, when I compare to customers’ opinion about the procedure to
open a bank account with SBI and HDFC bank, in SBI bank most of customers said
it was easy and in HDFC bank most of customer also said the same.

(34)
 IV) COMPARATIVE STUDY OF THE TIME PERIOD OF CUSTOMERS
DEALING WITH SBI AND HDFC BANK:

YEARS SBI HDFC

 Less than 1 year 4 9
 1 to 2 years 11 8
 3 to 5 years 6 7
 More than 5 years 9 6

Source: Field Survey done by author

COMPARATIVE STUDY OF THE TIME PERIOD

12
11

10 Less than 1 year

9 9
8
8
7 6 1 to 2 years
6
6
4
4 3 to 5 years

2
More than 5 years
0
SBI HDFC

 INTERPRETATION:
According to survey, when I compare to time period of customers dealing with SBI
and HDFC bank, in SBI bank most of customers dealing with this bank 1 to 2 years
and in HDFC bank less than 1 years.

(35)
 V) COMPARATIVE STUDY OF THE EXPECTABLE SERVICE BETWEEN
SBI AND HDFC:

REASONS SBI HDFC

 Quick Response 17 7
 Good Customer Relation 5 18
 Extra facility for Existing Customer 8 5

Source: Field Survey done by author

COMPARATIVE STUDY OF THE EXPECTABLE

SERVICE BETWEEN SBI AND HDFC
18
18 17

16
QUICK RESPONSE
14

12

10 8 GOOD CUSTOMER RELATION

7
8
5 5
6

4
EXTRA FACILITY FOR EXISTING
2 CUSTOMER
0
SBI HDFC

 INTERPRETATION:
According to survey, when I compare to the expectable service between SBI and
HDFC, in SBI most of customer expect Quick Response and in HDFC bank customer
expect Good customer relation.

(36)
VI) COMPARATIVE STUDY OF MOST SATISFYING FACILITY OFFERED BY SBI
AND HDFC BANK:
FACILITY SBI HDFC
 ATM 7 10
 Loan 2 2
 Early cheque clearance 4 3
 Preparation for drafts 3 4
 Interest package 4 4
 Net banking 3 5
 Phone banking 7 2

Source: Field Survey done by author

COMPARATIVE STUDY OF MOST SATISFYING

FACILITY
10
10 ATM
9
8 Loan
7 7
7
Early cheque clearance
6
5
5 4 44 Preparation for drafts
4
4 3
3 3
3 2 2
Interest package
2
2
1
Net banking
0
Phone banking
SBI HDFC

 INTERPRETATION:
According to survey, when I compare to most satisfying facility Offered by
them, in SBI bank most of the customer satisfied the ATM facilities and in
HDFC bank customer also satisfied the same facilities.
(37)
VII) COMPARATIVE STUDY OF CUSTOMERS OF SBI AND HDFC BANK
REGARDING BANK LOAN TAKEN BY THEM:

TYPE OF LOAN SBI HDFC

 Personal loan 6 4
 Home loan 4 2
 Car loan 2 2
 Educational loan 3 12
 Gold loan 5 5
 None 10 5

Source: Field Survey done by author

COMPARATIVE STUDY REGARDING BANK LOAN

12
12

10 Personal loan
10
Home loan
8
6 Car loan
6 5
5 5
4
Educational loan
4
4 3
Gold loan
2 2 2
2
None

0
SBI HDFC

 INTERPRETATION:

According to survey, when I compare to regarding Bank loan, in SBI bank most of
the customers said none, and Educational loan is taken by most of the HDFC
customers.
(38)
VIII) COMPARATIVE STUDY OF LIKE TO TAKE ANOTHER LOAN FROM SBI AND
HDFC

DURATION SBI HDFC

 YES 11 14
 NO 19 16

Source: Field survey done by author

COMPARATIVE STUDY OF LIKE TO TAKE

ANOTHER LOAN FROM SBI AND HDFC
20 19
18
16
16
14
14
12 11
YES NO
10
8
6
4
2
0

SBI HDFC

 INTERPRETATION:
According to survey, when I compare to study of like to take another loan from SBI
and HDFC bank, in SBI most of customers said No and in HDFC bank most of the
customers also said No.

(39)
IX) COMPARATIVE STUDY OF SATISFACTION OF THE CUSTOMER OF SBI AND
HDFC BANK WITH THE SECURITY OF ONLINE BANKING SERVICES:-

OPINION SBI HDFC

 Completely 14 15
 Somewhat 10 12
 Dubious 5 2
 Not at all 1 1

Source: Field Survey done by author

COMPARATIVE STUDY OF CUSTOMERS'

SATISFACTION WITH THE SECURITY OF ONLINE
SERVICES
16 15
14
14
12 Completely
12
10
10

8
Somewhat
5
6

4 2
Dubious
1 1
2

0 Not at all
SBI HDFC

 INTERPRETATION:

According to survey, when I compare to regarding the satisfaction of the customer of

SBI and HDFC bank with the security of online banking services, in SBI most of
customers said Completely and in HDFC bank most of the customers said Somewhat.

(40)
X) COMPARATIVE STUDY OF MOST SATISFYING E-BANKING SERVICES
OFFERED BY SBI AND HDFC BANK:

E-BANKING SERVICES SBI HDFC

 Online shopping 17 16
 Balance Enquiry 4 5
 Bill Payment 7 5
 Money Transfer 2 4

Source: Field Survey done by author

COMPARATIVE STUDY OF MOST SATISFYING E-

BANKING SERVICES
18 17 16
16 Online shopping
14
12
Balance Enquiry
10
7
8
5 5
6 4 4 Bill Payment
3
4
2
Money Transfer
0
SBI HDFC

 INTERPRETATION:

According to survey, when I compare to most satisfying E-banking services, in SBI

bank most of the customer satisfied the online shopping and in HDFC bank customer
also satisfied the online banking.
(41)
XI) COMPARATIVE STUDY OF CUSTOMERS WANT TO SHIFT TO ANOTHER
BANK IF THEY ARE PROVIDED WITH BETTER SERVICE:

CHANGE SBI HDFC

 YES 18 13

 NO 12 17

Source: Field Survey done by author

40

35

30

25

20 YES NO
15

10

5 NO
YES
0

SBI HDFC

 INTERPRETATION:
According to survey, when I compare customer want to shift to another bank if they
are provided with better service , in SBI bank 18 said yes and 12 said no but in HDFC
bank 13 said yes and 17 said no.

(42)
XII) COMPARISION REGARDING THE OVERALL SATISFACTION OF THE
CUSTOMERS:

SATISFACTION SBI HDFC

 EXCELLENT 12 14
 GOOD 6 7
 SATISFACTORY 7 4
 AVERAGE 5 4
 BELLOW AVERAGE 0 1

Source: Field Survey done by author

COMPARATIVE STUDY OF OVERALL

SATISFACTION OF THE CUSTOMERS
14
14
12 EXCELLENT
12

10 GOOD
8 7 7
6
5
SATISFACTORY
6
4 4
4
AVERAGE
2 1
0

0 BELLOW AVERAGE
SBI HDFC

 INTERPRETATION:
According to survey, when I compare to regarding the overall satisfaction of the
customer, in SBI most of customers said customers satisfactory and in HDFC bank
most of the customers said good.

(43)
STUDY OF CUSTOMER SATISFATION OF
SBI AND HDFC BANK

NAME – KOUSIK DAS

 Features of banking system:
a. Dealing in Money: Bank is a financial institution which deals with other
people’s money i.e. money given by depositors.

b. Individual / Firm / Company: A bank may be person, firm or a company. A

banking company means a company which is in the business of banking.

c. Giving Advances: A bank lends out money in the form of loans to those who
require it for different purposes.

d. Payment and Withdrawal: A bank provides easy payment and withdrawal

facility to its customer in the form of cheques and drafts. It also brings bank
money in circulation. This money is in the form of cheques and drafts, etc.

e. Agency and utility services: A bank provides various banking facilities to its
customers. They include general utility services and agency services.

f. Profit and Service Orientation: A bank is a profit seeking institution having

service oriented approach.

g. Every increasing Functions: Banking is an evolutionary concept. There is

continuous expansion and diversification as regards the functions, services and
activities of a bank.

(44)
 Evolution of SBI:
The origin of the State Bank of India goes back to the first decade of the
nineteenth century with the establishment of the Bank of Calcutta in
Calcutta on 2 June 1806. Three years later the bank received its charter and
was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India sponsored by the
Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank
of Madras (1 July 1843) followed the Bank of Bengal. These three banks
remained at the apex of modern banking in India till their amalgamation as
the Imperial Bank of India on 27 January 1921. Primarily Anglo-Indian
creations, the three presidency banks came into existence either as a result
of the compulsions of imperial finance or by the felt needs of local
European commerce and were not imposed from outside in an arbitrary
manner to modernize India’s economy. Their evolution was, however ,
shaped by ideas culled from similar developments in Europe and England,
and was influenced by changes occurring in the structure of both the local
trading environment and those in the relations of the Indian economy to the
economy of Europe and the global economic framework.

(45)
Products and services provided by SBI:
 Savings Accounts
 Current Accounts
 Fixed Deposit

 LOANS:

 Personal Loans
 Home loans
 Two Wheeler Loans
 New Car Loans
 Used Car Loans
 Overdraft against Car
 Express Loans
 Gold Loans
 Educational Loans
 Loan against Securities
 Loan against Property
 Loans against Rental Receivables

 CARD:

 Credit Cards
 Debit Cards

 ACCESS YOUR BANK

 Net Banking
 ATM

(46)
 Overview of HDFC bank:
HDFC Bank began operations in 1995 with a simple mission: to be a “World-class
Indian Bank”. They realized that only a single-minded focus on product quality and
service excellence would help them to get there. HDFC Bank, one amongst the
firsts of the new generation, tech-savvy commercial banks of India, was set up in
august 1995 after the Reserve Bank of India allowed setting up of Banks in the
private sector. The Bank was promoted by the Housing Development Finance
Corporation Limited, a premier housing finance company (set up in 1977) of India.
Net Profit for the year ended March 31, 2006 was up 30.8% to Rs.870.8cores.
Currently (2007), HDFC Bank has 583 branches located I 263 cities of India, and
all branches of the bank are linked on an online real-time basis. The bank offers
many innovative products and services to individuals, corporate, trusts,
governments, partnerships, financial institutions, mutual funds, insurance
companies. Bank also has over 1471 ATMs. In the next few months the number of
branches and ATMs should go up substantially. 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 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 Bank’s mission to be world-
class Indian Bank. The objective is to build sound customer franchises across
distinct businesses so as to be the preferred provider of banking services for target
retail and wholesale customer segment, and to achieve healthy growth in
profitability, consistent with the bank’s risk appetite. HDFC Bank’s business
philosophy is based on four core values Operational Excellence, Customer Focus,
Product Leadership and People.
(47)
 Products and services provided by HDFC bank:

 SAVINGS ACCOUNTS:
 Regular Savings Account
 Saving Plus Account
 Saving Max Account
 No Frills Account
 Retail Trust Account
 Salary Accounts
 Payroll
 Classic
 Regular
 Premium
 Defence Salary Account
 Kid’s Advantages Account
 Family Savings Group

 CURRENT ACCOUNTS:
 Plus Current Account
 Trade Current Account
 Premium Current Account
 Regular Current Account
 Reimbursement Current Account
 RFC- Domestic Account

 FIXED DEPOSITS:
 Regular Fixed Deposit
 Super Saving Account
 Sweep-in Account

(48)
 LOANS:

 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans
 Used Car Loans
 Overdraft Against Car
 Express Loans
 Gold Loans
 Educational Loans
 Loan Against Securities

 CARDS:

 Credit Cards:
 Silver Credit Cards
 Gold Credit Cards
 Platinum Credit Cards
 Debit Cards:
 Easy Shop International Debit Cards
 Easy Shop Gold Debit Cards
 Easy Shop International Business Debit Cards

 ACCESS YOUR BANK:

 Net Banking
 Mobile Banking
 ATM

(49)
CHAPTER NO.4:
 FINDINGS AND CONCLUSION
Based on the analysis of the study, the following findings have been obtained:
1. It has been observed from the results that customers chooses to keep their account in SBI because
of traditional exposure of the said bank rather than brand name ,excellent customer service etc.
whereas customers of HDFC bank prefers this bank because of excellent service offered by the
HDFC bank.

2. It has been found from the study that most of the customers of both banks prefers saving bank
account rather than recurring and fixed deposit account.

3. The result suggests that customers of both banks seem to have no difficulty in opening new accounts.

4.It has been found that majority of customers of SBI in our study are having long term dealing (more
than 5 years)with said bank whereas most customers of HDFC have medium term dealing of around
3-5 years with the said bank.

5. The result reveals that most of the customers of both bank visits frequently to bank branches to
deposit money with the bank rather than to get consultancy from bank, to withdraw money or to
enquire about balance.

6. It has been found from the study that most of the customers of SBI prefers to visit SBI branches for
availing ATM facilities whereas majority customers try to avail HDFC bank for enjoying net –
banking facilities.

7. The survey reveals that majority of customers of both bank opines that bank authority takes
reasonable as well as justifiable time to sanction different kinds of loan to customers.

8. Regarding security of online banking facilities of both banks, customers of SBI, as revealed by
survey, opine that online banking system of SBI is completely secured whereas customers of HDFC
are of the opinion that security of online banking system is threatened to some extent
.
9. Finally, from the view point of overall satisfaction level of customers of both banks, most of the
customers of SBI opines that they are satisfied with service quality of bank whereas customers of
HDFC express their higher level of satisfaction with respect to service quality of bank.

The project report is based on the preference of the customers and the level of satisfaction towards SBI and HDFC
bank. During project I come to know that both the banks are highly preferred by the customers but their preference
is different up to some extend towards the service of these banks.
Following are the assumptions of the project:
1. Range of the survey is limited to South Kolkata city. It may not hold the same result in the different city.
2. The sample size for the survey is restricted up to 100. Out of Which 50 questionnaire was filled by the customers
of SBI and 50 was filled by customers of HDFC bank.
(50)
 Suggestions &Recommendations:

1. Both the bank (SBI and HDFC bank) should open one of its branches in
industrial area like focal point

2. One of the most common suggestion was to lower down the minimum
balance required in the savings account.
3. Staff should be more co-operative to the customers.

4. Customers were not fully aware of the services and the various charges
which they have to pay. Therefore Banks should try to give some more
information to its existing customers.

5. Some of Customers cannot fully trust the security of online services

.Therefore Banks should try to give some more assurance to its existing
customers.

(51)
Annexures: 1

BIBLIOGRAPHY
 WEBSITE USED
www.hdfcindia.com
www.statebankofindia.com
http://www.banknetindia.com/banking/index_1.htm
http://www.asiatradehub.com/india/banking/finance.html
http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank
http://www.finance.indiamart.com/investment_in_india/standard_chartered_bank.
Html
http://www.essays.se/about/literature+review+of+customer+satisfaction/
http://www.emeraldinsight.com
http://www.essays.se/about/literature+review+of+customer+satisfaction
http://www.essays.se/about/literature+review+of+customer+satisfaction/?startrecord6

 BOOKS FOLLOWED

Research methodology by C.R. Kothari

 NEWS PAPERS

Business standard
Economic Time

(52)
Annexures: 2
QUESTIONNAIRE
[FOR THE CUSTOMER OF SBI/HDFC BANK]

NAME: ___________________________
AGE: _______________ GENDER: Male Female

OCCUPATION:
Service Business Professional Student Housewife

I) what was the single most important reason that you chose this particular Bank?

ATM service
The brand name of the bank
Net banking facility
 The excellent service offered by this bank
Location advantage

II) Which account facility you are availing in this Bank?

Savings account Current account

Fixed deposit NRI account

III) Do you feel the procedure to open an account with this bank was difficult?

To a certain extent  No it was easy

IV) For how long have you been a customer of the bank ?

Less than 1 year 1 to 2 years

3 to 5 year More than 5 years

V) What kind of Service do you expect from this bank?

Quick Response
Good customer Relation
Extra facility for Existing Customer

VI) Which facility satisfies you most?

ATM Interest package Loan Net banking

Early cheque clearance Phone banking Preparation of drafts

(53)
VII) Which kind of loan is taken by you ?

Personal loan Home loan Gold loans

Educational loan Car loan None

VIII) Would you like to take another loan from this bank in future?

Yes
No

IX) Do youtrust the security of online banking services

 Completely  Somewhat

 Dubious  Not at all

X) For which of the transaction you use e-banking services most ?

Online shopping

Balance Enquiry

Money Transfer

Bill Payment

XI) If you are provided with better services by optional bank . Would you like to move to other
bank?

Yes

No

XII) How would you like the overall service?

Excellent
Good
Satisfactory
Average
Below Average

THANK YOU VERY MUCH FOR YOUR TIME & COOPERATION .

(54)