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Introduction
INTRODUCTION
1. INTRODUCTION TO BANKING INDUSTRY
1.1 BANK
Finance is the life blood of trade, commerce and industry. Now-a-days, bank money acts as the
backbone of modern business. Development of any country mainly depends upon the banking system.
The term bank is derived from the French word Banco which means a Bench or Money exchange
table.
A bank is a financial institution which deals with deposits and advances and other related services. It
receives money from those who want to save in the form of deposits and it lends money to those who
need it.
Oxford Dictionary defines a bank as "an establishment for custody of money, which it pays out on
customer's order."
1.1.1Features of a Bank:
1. Dealing in Money
Bank is a financial institution which deals with other people's money i.e. money given by depositors.
2. Individual / Firm / Company
A bank may be a person, firm or a company. A banking company means a company which is in the
business of banking.
3. Acceptance of Deposit
A bank accepts money from the people in the form of deposits which are usually repayable on demand
or after the expiry of a fixed period. It gives safety to the deposits of its customers. It also acts as a
custodian of funds of its customers.
4. Giving Advances
A bank lends out money in the form of loans to those who require it for different purposes.
~2~
~3~
Organizational Goals
HDFCs main goals are to:
a) Develop close relationships with individual households
b) Maintain its position as the premier housing finance institution in the country,
c) Transform ideas into viable and creative solutions.
d) Provide consistently high returns to shareholders.
e) To grow through diversification by leveraging off the Existing client
~4~
~5~
BACKGROUND
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an
'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as
part of 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.
PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track record in India as
well as in international markets. Since its inception in 1977, the Corporation has maintained a
consistent and healthy growth in its operations to remain the market leader in mortgages. Its
outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant
expertise in retail mortgage loans to different market segments and also has a large corporate client
base for its housing related credit facilities. With its experience in the financial markets, strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.
~6~
BUSSINESS FOCUS
HDFC Bank's mission is to be a 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 segments, and to achieve healthy growth in profitability, consistent with
the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards,
professional integrity, corporate governance and regulatory compliance. HDFC Bank's business
philosophy is based on four core values: Operational Excellence, Customer Focus, Product Leadership
and People.
On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank was formally
approved by Reserve Bank of India to complete the statutory and regulatory approval process. As per
the scheme of amalgamation, shareholders of CBOP received 1 share of HDFC bank for every 29
shares of CBOP.
The merged entity will have a strong deposit base of around Rs1, 22,000 crore and net advances of
around Rs89, 000 crore. The balance sheet size of the combined entity would be over Rs1, 63,000
crore. The amalgamation added significant value to HDFC Bank in terms of increased branch network,
geographic
reach,
and
customer
base,
and
bigger
pool
of
skilled
manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (another new private
~7~
sector bank promoted by Bennett, Coleman & Co. / Times Group) was merged with HDFC Bank Ltd.,
effective February 26, 2000. This was the first merger of two private banks in the New Generation
Private Sector Banks. As per the scheme of amalgamation approved by the shareholders of both banks
and the Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank for every
5.75 shares of Times Bank.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. As on December 31, 2009, the Bank has a network of 1725
branches in 771 cities across India. All branches are linked on an online real-time basis. Customers in
over 500 locations are also serviced through Telephone Banking. The Bank's expansion plans take into
account the need to have a presence in all major industrial and commercial centres, where its corporate
customers are located, as well as the need to build a strong retail customer base for both deposits and
loan products. Being a clearing / settlement bank to various leading stock exchanges, the Bank has
branches in centres where the NSE / BSE have a strong and active member base.
The Bank also has a network of 3898 ATMs across India. HDFC Bank's ATM network can be accessed
by all domestic and international Visa / MasterCard, Visa Electron / Maestro, Plus / Cirrus and
American Express Credit / Charge cardholders.
Name
C M Vasudev
Harish Engineer
Renu Karnad
Pandit Palande
Bobby Parikh
Aditya Puri
Paresh Sukthankar
Ashim Samanta
Partho Datta
Anami N Roy
Mr. Keki Mistry
Vijay Merchant
Designation
Chairman / Chair Person
Executive Director
Director
Director
Director
Managing Director
Executive Director
Director (up to 18.11.2012)
Director
Director
Director
Director (appointed on 14.03.2013)
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and
communication systems. All the bank's branches have online connectivity, which enables the bank to
offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail
customers
through
the
branch
network
and
Automated
Teller
Machines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology available
internationally, to build the infrastructure for a world class bank. In terms of core banking software, the
Corporate Banking business is supported by Flexcube, while the Retail Banking business by Finware,
both
from
i-flex
Solutions
Ltd.
The
systems
are
open,
scaleable
&web-enabled.
The Bank has prioritised its engagement in technology and the internet as one of its key goals and has
already made significant progress in web-enabling its core businesses. In each of its businesses, the
Bank has succeeded in leveraging its market position, expertise and technology to create a competitive
advantage and build market share.
BUSINESS PROFILE
~9~
HDFC Bank caters to a wide range of banking services covering commercial and investment banking
on the wholesale side and transactional / branch banking on the retail side. The bank has three key
business segments:
a) Wholesale
banking
The Bank's target market is primarily large, blue chip manufacturing companies in the Indian corporate
sector and to a lesser extent, small & mid-sized corporates and agro-based businesses. For these
customers, the Bank provides a wide range of commercial and transactional banking services, including
working capital finance, trade services, transactional services, cash management, etc. The bank is also a
leading provider of structured solutions, which combine cash management services with vendor and
distributor finance for facilitating superior supply chain management for its corporate customers. Based
on its superior product delivery / service levels and strong customer orientation, the Bank has made
significant inroads into the banking consortia of a number of leading Indian corporates including
multinationals, companies from the domestic business houses and prime public sector companies. It is
recognized as a leading provider of cash management and transactional banking solutions to corporate
customers, mutual funds, stock exchange members and banks.
b)
Treasury
Within this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local
Currency Money Market & Debt Securities, and Equities. With the liberalization of the financial
markets in India, corporates need more sophisticated risk management information, advice and product
structures. These and fine pricing on various treasury products are provided through the bank's
Treasury team. To comply with statutory reserve requirements, the bank is required to hold 25% of its
deposits in government securities. The Treasury business is responsible for managing the returns and
market risk on this investment portfolio.
c)
Retail
Banking
The objective of the Retail Bank is to provide its target market customers a full range of financial
products and banking services, giving the customer a one-stop window for all his/her banking
requirements. The products are backed by world-class service and delivered to customers through the
growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking,
NetBanking and Mobile Banking.
~ 10 ~
Increase our market share in Indias expanding banking and financial services industry by following a
disciplined growth strategy focusing on quality and not on quantity and delivering high quality
customer service.
Leverage our technology platform and open scale able systems to deliver more products to more
~ 11 ~
Mutual Funds
Insurance
Bonds
Financial Planning
Current Account
Knowledge Centre
D) Payment Services
Net Safe
Prepaid Refill
Bill Pay
B) Loans
Direct Pay
Personal Loans
Home Loans
ATM
Instar Alerts
Phone Banking
Mobile Banking
2) WHOLESALE BANKING SERVICES
Funded Services
Tax Collection
Financial Institutions
Internet Banking
Mutual Funds
Clearing Sub-Membership
Stock Brokers
Insurance Companies
Fund Transfer
Commodities Business
ATM Tie-ups
Trusts
Bill Pay
Insta Pay
Direct Pay
Visa Money
Online Donation
Page | 13
SWOT
1.2.4 SWOT ANALYSIS
STRENGTH:
1) Right strategy for the right products.
2) Superior customer service vs. competitors.
3) Great brand image.
4) High degree of customer satisfaction.
WEAKNESSES:
1) Some gaps in range for certain sectors.
2) Customer service staff needs training.
3) Sectorial growth is constrained by low unemployment levels and competition for staff.
OPPORTUNITIES:
1) Profit margins will be good.
2) Could extend to overseas broadly.
3) Could seek better customer deal.
4) An applied research center to create opportunities for developing techniques to provide valueadded services.
THREATS:
1) Legislation could impact.
2) Great risk involved.
3) Very high competition prevailing in the market.
3) Kotak Mahindra.
The Kotak Mahindra group is a financial organization established in 1985 in India. It was
previously known as the Kotak Mahindra Finance Limited, a non-banking financial company. In
February 2003, Kotak Mahindra Finance Ltd was given the license to carry on banking business by
the Reserve Bank of India (RBI). Kotak Mahindra Finance Ltd. is the first company in the Indian
banking history to convert to a bank. Today it has more than 20,000 employees and Rs. 10,000 crore
in revenue.
6) IndusInd Bank
IndusInd Bank, which commenced operations in 1994, caters to the needs of both consumer and
corporate customers. Its technology platform supports multi-channel delivery capabilities. As on
June 30, 2013, IndusInd Bank had 530 branches, and 1003 ATMs spread across 380 geographical
locations of the country. The Bank also has representative offices in London and Dubai. The Bank
believes in driving its business through technology. It enjoys clearing bank status for both major
stock exchanges - BSE and NSE - and major commodity exchanges in the country, including MCX,
NCDEX, and NMCE. IndusInd Bank on April 1, 2013 was included in the NIFTY 50 benchmark
index. IndusInd Bank also offers DP facilities for stock and commodity segments.
7) ING Vysya
ING Vysya Bank Ltd is a global financial institution of Dutch origin offering banking, investments,
life insurance and retirement services. More than 84,000 ING employees server over 61 million
private, corporate and institutional customers in over 40 countries in Europe, North America, Latin
America, Asia and Australia. We draw on our experience and expertise, our commitment to
excellent service and our global scale to meet the needs of a broad customer base, comprising
individuals, families, small, businesses, large corporations, institutions and governments.
8) J&K
J&K Bank functions as a universal bank in Jammu & Kashmir and as a specialised bank in the rest
of the country. It is also the only private sector bank designated as RBIs agent for banking
business, and carries out the banking business of the Central Government, besides collecting central
taxes for CBDT. The J&K Bank is rated P1, indicating the highest degree of safety by Standard &
Poor and CRISIL. J&K Bank operates on the principle of 'socially empowering banking' and seeks
to deliver innovative financial solutions for household, small and medium enterprises.
inter-city
banking :
1) Free anywhere collection & payment within HDFC Bank branch network (except Dahej), up to
2)
3)
4)
5)
Rs.15 lacs per month, incremental amount to be charged @ Rs.1.50 per Rs.1, 000/-, min Rs.25/Free NEFT Transactions
Free RTGS collection. RTGS payment @ Rs.25/- per transaction.
Free Inter-city Account to accounts funds transfer between HDFC Bank accounts.
Free anywhere collection & payment within HDFC Bank branch network (except Dahej), up to
Rs.15 lacs per month, incremental amount to be charged @ Rs.1.50 per Rs.1,000/-, min Rs.25/6) Free NEFT Transactions
7) Free RTGS collection. RTGS payment @ Rs.25/- per transaction. Free anywhere collection &
payment within HDFC Bank branch network (except Dahej), up to Rs.15 lacs per month,
incremental amount to be charged @ Rs.1.50 per Rs.1, 000/-, min Rs.25/8) Free NEFT Transactions
9) Free anywhere collection & payment within HDFC Bank branch network (except Dahej), up to
Rs.15 lacs per month, incremental amount to be charged @ Rs.1.50 per Rs.1, 000/-, min Rs.25/10) Free NEFT Transactions
11) Free RTGS collection. RTGS payment @ Rs.25/- per transaction.
12) Free Inter-city Account to accounts funds transfer between HDFC Bank accounts.
13) Free Demand Drafts (DD) above Rs.100,000/-. Demand drafts up to Rs.50, 000/- at flat cost of
Rs.40/-. DDs above Rs.50, 000/- & up to Rs.100, 000/- at nominal cost of Rs.25/- and can be issued
from any HDFC Bank Branch
14) Free Pay Order (PO) above Rs.100, 000/-. Pay Order up to Rs.50, 000/- at flat cost of Rs.40/-. POs
above Rs.50, 000/- & up to Rs.100, 000/- at nominal cost of Rs.25/- and can be issued from any
HDFC Bank Branch.
15) 100 "At Par" cheque leaves free per month
16) Register for Insta Alert service and receive updates on your account as and when the select
transaction happens - all this without visiting the branch or ATM!
17) HDFC Bank offers you Doorstep Banking*, a channel, which is convenient, secure and hassle-free.
Now, you can enjoy the benefits of banking right at your doorstep. The Bank will arrange to render
the services like Cash & Cheque Pickup and Cash Delivery, through a reputed agency
18) Enjoy facilities like 24-hour Phone Banking, Net Banking and Mobile Banking to access your
account.
HDFC Bank Trade Current Account gives you the power of inter-city banking with a single
account. From special cheques that get treated at par with local ones in any city where we have a
branch, to free account to account funds transfer between HDFC Bank accounts, to free inter-city
cheque collection (through clearing) of up to Rs. 35 lakhs per month, our priority services have
become the benchmark for banking efficiency. Trade Current Account requires you to maintain an
average quarterly balance of Rs. 40,000.
3) Free Cash Withdrawal from Home Branch. Free Cash Withdrawal of up to Rs. 75 lac per
month from Non Home Branches
4) 1500 free cheque per month
5) 2000 free bulk transactions per month
6) Unlimited free local / anywhere cheque collections and payments (through both Clearing &
Funds Transfer)
7) Unlimited Free RTGS / NEFT Collections and Payments
8) Unlimited Free DD / MC; Free Correspondent Bank DD of up to Rs. 30 lac per month
9) Free Outstation Cheque Collection at Bank Location / Speed Clearing Transactions
10) Free Debit Cards (all variants) / ATM Card / Bill Pay / Insta Alert; 5 free ATM withdrawals
from non HDFC Bank ATMs per month
11) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking
check your account balance, pay utility bills or stop cheque payments all via SMS.
12) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to
render services like cash and cheque pick-ups and cash deliveries, through a reputed agency.
10) Free InstaAlert registration for updates on your account as and when transactions happen.
No need to visit a branch or ATM
11) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to
render services like cash and cheque pick-ups and cash deliveries, through a reputed agency.
12) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking
check your account balance, pay utility bills or stop cheque payments all via SMS.
5)
6)
7)
8)
11) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to
render services like Cash & Cheque Pick-ups and Cash Deliveries, through a reputed
agency.
12) Free 24-hour Phone Banking, Net Banking and Mobile Banking so you can check your
balance and transaction details, find out the status of your cheques or stop cheque payments.
13) Register for InstaAlerts to get updates on your account as and when transactions happen. No
visiting a branch or ATM.
14) You can enjoy all the above mentioned facilities and many more by just maintaining an
Average Quarterly Balance (AQB) of Rs. 40,000.
13) Free 24-hour Phone Banking, Net Banking and Mobile Banking so you can check your
balance and transaction details, find out the status of your cheques or stop cheque payments.
14) Register for InstaQuery so you get updates on your account as and when transactions
happen. No need to visit a branch or ATM.
10) Average Minimum Balance requirement is Rs.1, 00,000 per month. Non maintenance
charges for the minimum balance is Rs. 1,000/- per month
11) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking
check your account balance, pay utility bills or stop cheque payments all via SMS.
1 . 3 I n t rod u c t i o n t o c u s t o me r s a t i s f a c t i o n
Customer satisfaction is essential for the survival of any business. The best way to find out whether
customers are satisfied or not is to ask them their opinions about your products and services, what's
most important to them, and then make improvements to those areas that have the biggest impact on
their satisfaction.
Customer satisfaction, however, is when the customer is satisfied with aproduct/service that meets
the customers needs, wants, and expectations.
The level of satisfaction is determined not only by the quality and type of customer
experience but also by the customers expectations. A customer may be defined as someone who
Has a direct relationship with, or is directly affected by your agency and
Receives or relies on one or more of your agencys services or products.
The ultimate aim of measuring customer satisfaction must be to act on the information gathered,
close the gaps between the customers perception of service and the actual service provided.
An organization with a strong customer serviceculture places the customer at the centre of
service design, planning and service delivery.Customer centric organizations will:
Determine the customers expectations when they plan listen to the customer as they
design.
Focus on the delivery of customer service activities value customer feedback whenthey measure
performance.
How well are the products and services able to meetcustomer needs and expectations?
How well is the business process working?
Where to make the changes to improve the performance of product or process?
What is the effect of the changes made for improvements?
Once the consumer has recognized a problem, they search for information on products and services
that can solve that problem. Belch and Belch (2007) explain that consumers undertake both an
internal (memory) and an external search.
Sources of information include:
Personal sources
Commercial sources
Public sources
Personal experiences
The relevant internal psychological process that is associated with information search is perception.
Perception is defined as the process by which an individual receives, selects, organizes, and
interprets information to create a meaningful picture of the world.
Selective exposure consumers select which promotional messages they will expose themselves to.
Selective attention consumers select which promotional messages they will pay attention to
Selective comprehension consumer interpret messages in line with their beliefs, attitudes, motives
and experiences
Selective retention consumers remember messages that are more meaningful or important to them
The implication of the process helps develop an effective promotional strategy, and select which
sources of information are more effective for the brand.
Purchase decision
Once the alternatives have been evaluated, the consumer is ready to make a purchase decision.
Sometimes purchase intention doesnt result in an actual purchase. The marketing organization must
facilitate the consumer to act on their purchase intention. The organization can use variety of
technique to achieve this. The provision of credit or payment terms may encourage purchase, or a
sales promotion such as the opportunity to receive a premium or enter a competition may provide an
incentive to buy now. The relevant internal psychological process that is associated with purchase
decision is integration. Once the integration achieved, the organization can influence the purchase
decisions much more easily.
Internal influences
Consumer behavior is influenced by demographics, psychographics, personality, motivation,
knowledge, attitudes, beliefs and feelings. Consumer behavior concern with consumer need
consumer actions in the direction of satisfying needs leads to his behavior of every individual
depend on thinking.
External influences
Consumer behavior is influenced by: culture, sub-culture, locality, royalty, ethnicity, family, social
class, reference groups, lifestyle, sex and all.
Chapter 2
LITERATURE
REVIEW
which the bankers deliver services. (Nicolas Lundahl, Fatima Vegholm, Lars Silver, Managing
Service Quality Volume: 19 Issue: 5 2009)
The purpose of this paper is to explore the relationship between corporate social responsibility
(CSR) and customer outcomes. This paper reviews the literature on CSR effects and satisfaction,
noting gaps in the literature. A series of propositions is put forward to guide future research
endeavors. By understanding the likely impact on customer satisfaction of CSR initiatives vis-vis customer-centric initiatives, the academic research community can assist managers to
understand how to best allocate company resources in situations of low customer satisfaction. Such
endeavors are managerially relevant and topical. Researchers seeking to test the propositions put
forward in this paper would be able to gain links with, and possibly attract funding from, banks to
conduct their research. Such endeavors may assist researchers to redefine the stakeholder view by
placing customers at the center of a network of stakeholders. An understanding of how to best
allocate company resources to increase the proportion of satisfied customers will allow bank
marketers to reduce customer churn and hence increase market share and profits. (Lynette M.
McDonald, Sharyn Rundle-Thiele, International Journal of Bank Marketing Volume:
26 Issue: 3 2008)
Ethics have always played a crucial role in the realm of business and commerce. This paper aims to extract
the principle factors of ethical practices to develop a model for competitive advantage in banking and to
show the relation between ethical practice and customer satisfaction and the linked reason for satisfaction as
a tool for competitive advantage. Based on the literature review, ethical issues in banking have been
identified as a foundation work. Then an empirical study using survey research has been completed. The
survey questionnaire has been designed using the literature and pilot survey input. Factor analysis has been
conducted to derive ethical factors for competitive advantage from the survey data, which included 186
responses. ?2 tests were also carried out to show the linked .From the analysis; two principle factors have
been extracted: the cost leveraging factor; and the value leveraging factor which lead to competitive
advantage. Moreover, it also revealed that high ethical practice results in high customer satisfaction and
performance. ( Goitom Tesfom, Nancy J. Birch Journal of Services Marketing Volume: 25 Issue:
5 2011)
This research investigated the relationship between three elements core service quality, relational
service quality- and perceived value and customer satisfaction and future intentions across four
services. The results revealed that core service quality (the promise) and perceived value were the
most important drivers of customer satisfaction with relational service quality (the delivery) a
significant but less important driver. A direct link between customer satisfaction and future
intentions was established. The relative importance of the three drivers of satisfaction varied among
services. Specifically, the importance of core service quality and perceived value was reversed
depending on the service. A major conclusion was that both perceived value and service quality
dimensions should be incorporated into customer satisfaction models to provide a more complete
picture of the drivers of satisfaction. . (Gordon H.G. McDougall, Birch Journal of Services
Marketing Volume: 25 Issue: 5 2011)
Results from independent two-sample t-tests and logistic regression support all five hypotheses, confirming
that young and older bank customers differ significantly in their perception of switching barriers: relational
benefits, switching costs, availability and attractiveness of alternatives, service recovery and the duration of
time they intend to end their relationship with their banks. This study was conducted among employees of
two higher education institutions. Thus, further research needs to test the research results in a diverse
population. Since younger customers are more likely to change their banks easily, if retail banks want to
retain younger customers they need to offer more meaningful incentives to younger customers than they
offer to older customers. In terms of practice the findings in this research highlight the need for managers to
design different switching barrier packages for each customer age group. ( Goitom Tesfom, Nancy J.
This research investigated the relationship between three elements core service quality, relational
service quality- and perceived value and customer satisfaction and future intentions across four
services. The results revealed that core service quality (the promise) and perceived value were the
most important drivers of customer satisfaction with relational service quality (the delivery) a
significant but less important driver. A direct link between customer satisfaction and future
intentions was established. The relative importance of the three drivers of satisfaction varied among
services. Specifically, the importance of core service quality and perceived value was reversed
depending on the service. A major conclusion was that both perceived value and service quality
dimensions should be incorporated into customer satisfaction models to provide a more complete
picture of the drivers of satisfaction. (Gordon H.G. McDougall, (Professor of Marketing, School
of
Business
and
Economics,
Wilfred
Laurier
University,
Waterloo,
Ontario,
Chapter 2
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
3.1 OBJECTIVES OF THE STUDY
Main objective:
To know the customers satisfaction level and their perception towards of HDFC Bank
services.
Sub objectives:
To know that whether the customer is getting prompt services from the bank or not.
To know the level of interest of customer towards differentproducts of current account.
To know the reasons that attracts the customers to be a part of the bank.
To know the customer awareness regarding the Banks extra services.
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.
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.
3.3 Data Collection: The data are collected by the primary and secondary sources both to know the customers
satisfaction level towards Current Account of HDFC Bank.
a) Primary sources:The primary sources are those through which data can be collected by first hand. The data has
been collected directly from respondents with the help of questionnaires 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 easily.
SECONDARY DATA:Secondary data means data that are already available i.e. they refer the data which have already
been collected and analyzed by someone else. When the researcher utilizes secondary data, than he
has to look into various sources from where he can obtain them, in this case he is certainly not
confronted with the problems that are usually associated with the collection of original data.
Secondary data may either be published data or unpublished data. Usually published data are
available in:
The main source of information for the project was
Weekly magazine;
Internet
Newspapers
RESEARCH PERIOD
Research work is done in 6 weeks from 08 June to 08 July 2013.
AREA OF STUDY
The area of survey is Panipat City.
SAMPLE SIZE
The sample of 100 persons was taken on the basis of convenience.
LIMITATIONS
All efforts have been made to present a true picture of the satisfaction level of customers towards current
account of hdfc bank, but there are certain limitations to be kept in mind while going through the report.
1) SAMPLE SIZE:The size of samples greatly affects the survey results, but the size may not be substantial, may be
too short for the conduct of survey in market.
2) TIME:Time constraints were a great barrier as the work was to be completed in a given time period.
3) INFORMATION MAY BE BIASED:Respondents answer may be biased; it may be influenced by other factors such as
advertisements, brand ambassador, family members, relatives etc.
4) LIMITED AREA OF STUDY:The area of study is also greatly affecting the study done;this study is done in limited area only
in Panipat city.
Chapter 4
Data Analysis
And
Interpretation
Data Analysis
Q. 1 CUSTOMER PROFILE OF SURVEYED RESPONDENTS
Table 4.1 Customer Profiles of Surveyed Respondents.
Feedback
No. of Respondents
Percentage
of
Respondents(N=100)
Business
Profession
Services
Total
Source: questionnaire survey
92
8
0
100
92%
8%
0%
100%
Percentage of Respondents
100%
92%
80%
Percentage of
Respondents
60%
40%
20%
8%
0%
0%
Business
Profession
Service
Table 4.2
Feedback
No. of Respondents
Percentage
of
Respondents (N=100)
Less Than 6 Months
Less Than 1 Year
Less Than 2 Years
More Than 2 Years
Total
20
37
14
29
100
20%
37%
14%
29%
100%
Percentage of respondents
29%
20%
14%
37%
Table 4.3
Feedback
No. of Respondents
Percentage
of
Respondents (N=100)
Its Image
Its Services
Its Product
All Above
Total
40
30
20
10
100
40%
30%
20%
10%
100%
Percentage of respondents
50%
40%
30%
20%
10%
0%
0.5
1.5
2.5
3.5
4.5
Q.4. ARE YOU SATISFIED WITH THE FEATURES AND BENEFITS OF THE PRODUCTS
OF CURRENT ACCOUNT?
Table 4.4
Feedback
No. of Respondents
Percentage
of
Respondents (N=100)
Strongly Agree
22
Agree
47
Neutral
29
Disagree
2
Strongly Disagree
0
Total
100
Source: questionnaire survey
22%
47%
29%
2%
0%
100%
Percentage of respondents
50%
40%
30%
20%
10%
0%
47%
22%
29%
2%
0%
Percentage Of
Respondents
No. of Respondents
Percentage
25
46
15
Respondents(N=100)
25%
46%
15%
of
14%
100%
Percentage of Respondents
50%
40%
30%
20%
10%
0%
25%
46%
15%
Percentage Of
Respondents
14%
No. of Respondents
Percentage
Respondents(N=100)
Definitely
Probably
Might or might not
48
22
27
48%
22%
27%
of
Probably Not
Definitely Not
Total
3
0
100
3%
0%
100%
Percentage of Respondents
48%
50%
40%
30%
20%
10%
0%
22% 27%
3%
0%
Percentage Of
Respondents
Ques 7.
Table 4.7
Feedback
No. of Respondents
Percentage
Respondents(N=100)
Yes
No
Total
100
0
100
100%
0%
100%
of
Percentage of Respondents
Yes
No
Figure 4.7 Knowledge about extra services being provided by the bank.
INTERPRETATION:
From the above analysis it is concluded that all respondents know about extra services being
provided by the bank.
Q 8. Which of the following extra services of the bank would you like to go in
for?
Table 4.8
Feedback
No. of Respondents
Percentage
Respondents(N=100)
Phone Banking
ATM
Net Banking
5
40
5
5%
40%
5%
of
Bill Payment
All Above
Total
Source: questionnaire survey
10
40
100
10%
40%
100%
Percentage of Respondents
40%
40%
30%
20%
10%
0%
5%
40%
5%
10%
Percentage Of
Respondents
Ques 9.
Do you always get prompt services whenever you visit the branch?
Table 4.9
Feedback
No. of Respondents
Percentage
Respondents(N=100)
Always
30
Often
34
Sometimes
27
Rarely
7
Never
2
Total
100
Prompt services whenever visit to the branch.
30%
34%
27%
7%
2%
100%
of
Percentage of Respondents
40%
30%
Always
34%
Often
27%
Sometimes
30%
Rarely
20%
7%
10%
Never
2%
0%
No. Of Respondents
Figure 4.9
INTERPRETATION:
From the above analysis it is concluded that 30% respondents always get prompt services whenever
they visit the branch, 34% respondents often get prompt services and 27% respondents get
sometimes prompt services and 7% get rarely prompt services whenever they visit the branch and
2% respondents never get prompt services whenever they visit the branch.
Ques10. If another bank provides you same facilities, would you like to switch to
other bank?
Table 4.10
Feedback
No. of Respondents
Percentage of
Respondents(N=100)
48%
22%
2%
28%
100%
Percentage of Respondents
48%
50%
40%
30%
20%
10%
0%
28%
22%
Percentage Of
Respondents
2%
Figure 4.10
INTERPRETATION:
According to the above analysis, it is concluded that most of the respondents would not like to
switch to other bank and 2% respondents would surely switch to other bank and 28% respondents
cant say anything but 22% respondents may consider other bank.
of
Respondents(N=100)
Very Dissatisfied
Somewhat Dissatisfied
Neutral
Somewhat Satisfied
Very Satisfied
Total
0
2
29
47
22
100
0%
2%
29%
47%
22%
100%
Percentage of Respondents
50%
40%
30%
20%
10%
0%
47%
22%
Percentage Of
Respondents
2%
0%
29%
Figure 4.11
INTERPRETATION:
The above diagram shows that no respondent is very dissatisfied with HDFC Bank, only 2%
respondent is somewhat dissatisfied with the bank, 29% respondents were neutral and 47%
respondents were somewhat satisfied and 22% respondents were very satisfied with the HDFC
Bank.
Chapter 5
Finding
Suggestion
Conclusion
FINDING & LEARNING
1) It is concluded that out of sample of 100 people, 92% respondents were businessman, 8%
respondents were having profession and 0% respondents were serviceman.
2) It is concluded that 20% respondents were a part of bank for less than 6 months, 37%
respondents were a part of bank for less than 1 year, 14% respondents were a part of bank for less
than 2 years and 29% respondents were a part of bank for more than 2 years.
3) It is concluded that 40% respondents were attracted to the bank because of its image, 30% were
attracted because of its services, 20% were attracted because of its products, and 10% were attracted
because of all three reasons.
4) It is concluded that 84% respondents were satisfied with benefits and features of current account
and 16% respondents was not satisfied with benefits and features of current account of the HDFC
Bank.
5) It is concluded that most of the respondents preferred Premium Current Account, 25%
respondents preferred Regular Current Account, 15% respondents preferred Trade Current Account
and 14% respondents preferred Plus Current Account.
6) It is concluded out of given sample of 100 respondents, 48% respondents will definitely
recommend product to others, 22% respondents will probably recommend product to others, 27%
respondents will might or might not recommend, 3% respondents will probably not recommend, but
no respondent will definitely not recommend product to others.
7) It is concluded that all respondents know about extra services being provided by the bank.
8) It is concluded that out of given sample of 100 respondents , 40% respondents use ATM
services , 5% respondents use Phone banking , 5% respondents use Net Banking, 10% respondents
use Bill Payment and 40% respondents use all services.
9) It is concluded that 30% respondents always get prompt services whenever they visit the branch,
34% respondents often get prompt services and 27% respondents get sometimes prompt services
and 7% get rarely prompt services whenever they visit the branch and 2% respondents never get
prompt services whenever they visit the branch.
10) It is concluded that most of the respondents (48%) would not like to switch to other bank and
2% respondents would surely switch to other bank and 28% respondents cant say anything but
22% respondents may consider other bank.
11) It is concluded that no respondent is very dissatisfied with HDFC Bank, only 2% respondent is
somewhat dissatisfied with the bank, 29% respondents were neutral and 47% respondents were
somewhat satisfied and 22% respondents were very satisfied with the HDFC Bank.
OTHER FINDINGS:
1)
2)
3)
4)
Out of 100 respondents, most of the respondents were a part of the bank for less than 1 year.
Most of the respondents were attracted to the bank because of its image.
Most of the respondents were agree that HDFC Bank is providing 100% satisfaction.
Only 84% respondents were satisfied with benefits and features of current account of the HDFC
Bank.
5) Most of the respondents preferred Premium Current Account.
6) 56 respondents were using other bank account than HDFC Bank and 44 respondents were not using
other bank account than HDFC Bank.
SUGGESTIONS
1. Bank should try to retain the loyal customers.
2. Bank should try to attract customers by its services and products
3. Bank should try to change the perception of the customers in a positive way that it provides 100%
satisfaction to its customers.
4. The bank should enhance their services according to the needs of the customer so that they can be
5.
6.
7.
8.
CONCLUSION
5.2.1 CONSUMER RESEARCH:
Consumer research deals with consumer and their problem and solution to the problem. This study
helps to know about the consumers need and expectation levels regarding products and
ascertainable levels of consumer satisfaction.
BIBLIOGRAPHY
BOOKS:
Kotler, P., Marketing Management, South Asian Perspective 12th Edition, 2007, Dorling
Kindersley (India) Pvt. Ltd., New Delhi Pp-45-57.
Icmr, Marketing Management Ifcai University, 2004, Banjara Hills, Hyderabad.
Philip Kotler, Marketing Management, 11th Ed, Princeton-Hall India 2003
Marketing Research-Naresh .K.Malhotra
Marketing Management
ICMR Publication
ICMR Publication
QUESTIONNAIRE
PERSONAL INFORMATION:NAME
:-
CONTACT NUMBER
:-
ADDRESS
:-
OCCUPATION
:-
1) Business
2) Profession
3) Service
Ques 3. What are the reasons that attract you to be a customer of the bank?
Its Image
Its Services
Its Products
All Above
Ques4. Are you satisfied with the features and benefits of the products of current account?
Yes
No
Yes
No
Ques8. Which of the following extra services of the bank would you like to go in for?
Phone Banking
ATM
Net Banking
Bill Payment
All Above
Ques9.
Do you always get prompt services whenever you visit the branch?
Always
Often
Sometimes
Rarely
Never
Ques10. If another bank provides you same facilities, would you like to switch to other bank?
No, not at all
I may consider
Yes, surely
Cant say