A Customer Services and Satisfaction Level of Hdfc Bank

7/25/2019 A Customer Services and Satisfaction Level of Hdfc Bank

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PROJECT CREATED BY - 9850076564

A THESIS

ON

A CUSTOMER SERVICES AND SATISFACTION

LEVEL OF HDFC BANK

BY

NASRATULLAH RASULI

MBA - II

A REPORT SUBMITTED IN PARTIAL

FULFILLMENT OF

THE REQUIREMENTS OF THE MBA

ALLAHNA INSTITUTE OF MANAGEMENT

(SEPTEMBER 2015

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INDE!

S" N#$ C#%&'%& P)*' NO

1 Acknowledgement2 Executive summary

+ CHAPTER 1

Introduction

Objectives

Limitations

, CHAPTER 2

Company proile

!istory

"ission # strategy

$ervices provided by bank

5 CHAPTER +

Literature %eview

CHAPTER ,

%esearc& "et&odology

. CHAPTER 5

'ata analysis # Interpretation

/ CHAPTER

(indings

Conclusion

REFERENCES

10 QUESTIONNAIRE

ACKNOLEDGEMENT

I am t&ankul to my guide w&o &elps me in preparing t&is management t&esis and

gave me proper guidelines to me to complete t&is management t&esis w&ic& cover t&e

customer services and satisaction level o !'(C )ank

I am also t&ankul to all t&ose respondents w&ose gave me response to me in

completion o t&is management t&esis* +&at data is used to calculate t&e result*

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I am also t&ankul to all t&ose persons w&o &elp me in making o t&is management

t&esis successully*

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E!ECUTIVE SUMMARY

)anking is nearly as old as civili,ation* +&e &istory o banking could be said to &ave

started wit& t&e appearance o money* +&e irst record o minted metal coins was in

"esopotamia in about 2-..)*C* t&e irst European banknotes/ w&ic& was &andwritten

appeared in1001/ in $weden* c&eue and printed paper money appeared in t&e 1..3s

and 14..3s/ wit& many banks created to deal wit& increasing trade*

+&e &istory o banking in eac& country runs in lines wit& t&e development o trade

and industry/ and wit& t&e level o political conidence and stability* +&e ancient

%omans developed an advanced banking system to serve t&eir vast trade network/

w&ic& extended t&roug&out Europe/ Asia and Arica*

"odern banking began in 5enice* +&e word bank comes rom t&e Italian word 6 )%

3#4meaning benc&/ because moneylenders worked on benc&es in market places* +&e

bank o 5enice was establis&ed in 111 to &elp t&e government raise inance or a war*

At t&e same time/ in England merc&ant started to ask goldsmit&s to &old gold and

silver in t&eir saes in return or a ee* %eceipts given to t&e "erc&ant were sometimes

used to buy or sell/ wit& t&e metal itsel staying under lock and key* +&e goldsmit&

reali,ed t&at t&ey could lend out some o t&e gold and silver t&at t&ey &ad and c&arge

interest/ as not all o t&e merc&ants would ask or t&e gold and silver back at t&e same

time* Eventually/ instead o c&arging t&e merc&ants/ t&e goldsmit&s paid t&em to

deposit t&eir gold and silver*

+&e bank o England was ormed in 1078 to borrow money rom t&e public or t&egovernment to inance t&e war o Augsburg against (rance* )y 1.7/ goldsmit& were

using bank o England notes o t&eir own receipts*

9ew tec&nology transormed t&e banking industry in t&e 17..3s round t&e world/

banks merged into larger and ewer groups and expanded into ot&er country*

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CHAPTER 1

INTRODUCTION

BANKING STRUCTURE IN INDIA

In today3s dynamic world banks are inevitable or t&e development o a country*

)anks play a pivotal role in en&ancing eac& and every sector* +&ey &ave &elped bring

a draw o development on t&e world3s &ori,on and developing country like India is no

exception*

)anks ulills t&e role o a inancial intermediary* +&is means t&at it acts as a ve&icle

or moving inance rom t&ose w&o &ave surplus money to :&owever temporarily;

t&ose w&o &ave deicit* In everyday branc& terms t&e banks c&annel unds rom

depositors w&ose accounts are in credit to borrowers w&o are in debit*


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DEFINITION OF BANK

According to Oxord Englis& 'ictionary/ )ank is/ 6An establis&ment or custody o

money received rom or on be&al o/ its customers* It3s essential duty is t&e payment

o t&e orders given on it by t&e customers/ its proit mainly rom t&e investment o

money let unused by t&em=*

)anking %egulation Act/ 1787 :$ec* -:c;;/ &as deined t&e banking company as/

6)anking Company means any company w&ic& transacts business o banking in

India=* According to $ection -)/ 6banking means t&e accepting o deposit o money

rom t&e public or t&e purpose o leading or investment/ w&ic& are repayable on

demand or ot&erwise and are wit&draw able by c&eue/ drat/ order or ot&erwise*=

TECHNOLOGY IN BANKING

+ec&nology is proving to be a vital tool in en&ancing banking activities around t&e

globe* +&e advent o A+"s/ and Internet )anking are key pointers to t&is* +&e role o

an inormation system can in no way be underestimated* +&e expanding role o

inormation systems &ave aided banks ac&ieving Anytime/ Anyw&ere and Any&ow

banking* +&e improvement in telecommunication inrastructure is redeining t&e was

banking is being conducted*

Inormation +ec&nology made its presence elt in banks in India a ew decades ago*

!owever/ it is still being used as a support systems* "ost o t&e sotware packages

used in bank work on stand>alone systems and are not integrated*

)anks in India need to &ave an integrated systems t&at takes care o all t&e ront>oice

and back>oice operations* !owever/ Indian banks s&ould not be content wit& t&e

integration o t&eir activities* )anks in advanced countries are planning to &ave global

electronic banking* Electronic banking or e>)anking is a generic name or a range o

tec&nologies t&at allow t&e electronic exc&ange o inormation related to banking

transactions*

As Electronic 9etworks become more robust and widespread/ t&ey are beginning to

attract t&e attention o retail banks ? like A+"s and p&one banking* !owever t&ey

tend to be viewed merely as one more c&eap distribution c&annel* Accordingly banks

are replicating t&e branc& banking experience online/ even to t&e extent o creating @'

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virtual branc&es or t&eir customers to navigate t&roug&* $uc& an approac& is

c&aracteristic o early attempts to use new tec&nology platorm*

I%&'"%'& B)%6%*

+&e ot&er important delivery c&annel/ rom a bank3s perspective # Internet banking*

+&e adoption o Internet banking by t&e bank3s customers is important since t&e costs

per transaction are even lower t&an t&ose o an A+"* A net>based transaction costs t&e

bank only around %s* 8* +&us/ banks are trying to get customers to switc& over to t&is

mode o banking registered users or Internet banking in India at over two million

currently*

It represent a signiicant opportunity or banks* In addition/ as a delivery c&annel/

Internet banking does not reuire p&ysical inrastructure/ t&us saving on pro&ibitive

real estate costs*

rivate banks like ICICI )ank/ !'(C )ank/ B+I )ank and A)9 Amro )ank &ave

seen a steady surge in t&e number o users registered or Internet banking does not

reuire p&ysical inrastructure/ t&us saving on pro&ibitive real estate costs*

"ost banks today &ave acilities to enable internet banking customers to payinsurance premiums and utility bills over t&e 9et* +&oug& Internet banking as a

concept &as not caug&t t&e ancy o a majority o customers as yet>even t&e small

percentage t&at does use it/ makes a dierence to t&e overall cost* Almost all leading

banks in India are &oping t&at just as A+"s saw a period o inaction beore t&ey were

accepted by Indian masses/ Internet banking too would be adopted once customers are

comortable wit& t&e tec&nology* (or instance/ in 1774 India &ad just -.. A+"s today

it &as close to /-..*

MOBILE BANKING

7)&8 M-B)%6%*9

">)anking allows a customer to reuest or account balance/ c&eue books/ c&eue

status/ demand drats/ and banker3s c&eues as well as stop payments/ make ixed

deposits enuiry and transer bills online* !'(C customers/ or instance/ can pay

t&eir "ax +ouc& and )L "obile bot& provide cellular services ? )ombay $tateElectricity $upply/ and "a&aras&tra $tate Electricity )oard bills* $ays $&yamlal

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$axena/ @@/ 5ice resident :Liabilities roduct "anagement;/ !'(C 6%&@-

$avings )ank Account as t&e very name suggests is intended or savings or t&e

uture* +&ere are no restrictions on t&e number and amount o deposit t&at can be

made on any day* )alance in t&e account earns interest at rates advised by t&e !ead

Oice rom time to time* +&ese accounts can be opened by eligible persons and also

certain organi,ations and agencies :as approved by t&e %)I;*

As reuired by Law/ w&ile opening t&e account/ bank satisy about t&e identity/

including veriication o address o a personDs seeking to open an account/ to assist in

protecting t&e prospective customers/ members o t&e public and ourselves againstraud and ot&er misuse o t&e )anking system duly observing t&e know your

customer:FC; guidelines o %)I*

C>""'%& A33#>%&@

Current Accounts are designed to meet t&e needs o suc& sections o t&e public w&o

operate t&eir account regularly and reuently* i*e* +raders/ )usinessmen/ Corporate

bodies or t&e like w&o receive money and make payments very oten* Current

accounts are suitable to suc& category o customers as t&ere is no restriction on t&e

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number o wit&drawal or deposit* +&ese accounts can be opened by individuals/

partners&ip irms/ rivate # ublic Co/ !B(s/ $ocieties/ +rusts/ etc*

T'"?F6'< D';#6& A33#>%&@

+&e deposits received by t&e bank or a ixed period wit&draw able ater expiry o t&e

ixed period and includes deposits suc& as %ecurring D (ixed* )ank &as tailored

various term deposit sc&emes to suit t&e needs expectation o t&e investing people in

every walk o lie* +erm 'eposits can be opened by individuals/ partners&ip irms/

!B(3s/ societies etc*

OBECTIVES OF THE STUDY

+o know t&e customer satisaction level and t&eir perception regarding

!'(C)ank*

+o know t&e customer awareness regarding t&e )ank3s products*

+o know t&e level o interest o customer regarding t&e dierent sc&emes

o bank*

+o know t&e preerence o customer regarding t&e extra services*

+o know t&e problems o customer regarding bank

+o know t&e customer satisaction level and t&eir perception regarding

!'(C )ank*

+o know t&e customer awareness regarding t&e )ank3s products*

+o know t&e level o interest o customer regarding t&e dierent sc&emes

o bank*

+o know t&e preerence o customer regarding t&e extra services*

+o know t&e problems o customer regarding bank*

LIMITATIONS@-

+&e sample was taken rom only 82 respondents w&ic& may not be t&e true

representative o w&ole customers perception*

It may be possible t&at all responses are correct*

%espondents may not be enjoying all t&ose services w&ic& I want to

present in t&is t&esis*

+&ere is also a time constraint as limitation*

CHAPTER 2

COMPANY PROFILE

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BACKGROUND

+&e !ousing 'evelopment (inance Corporation Limited :!'(C; was amongst t&e

irst to receive an Gin principle3 approval rom t&e %eserve )ank o India :%)I; to set

up a bank in t&e private sector/ as part o %)I3s liberalisation o t&e Indian )anking

Industry in 1778* +&e bank was incorporated in August 1778 in t&e name o H!'(C

)ank LimitedH/ wit& its registered oice in "umbai/ India* !'(C )ank commenced

operations as a $c&eduled Commercial )ank in anuary 177-*

PROMOTER

!'(C is India3s premier &ousing inance company and enjoys an impeccable track

record in India as well as in international markets* $ince its inception in 17/ t&e

Corporation &as maintained a consistent and &ealt&y growt& in its operations to

remain t&e market leader in mortgages* Its outstanding loan portolio covers well over

a million dwelling units* !'(C &as developed signiicant expertise in retail mortgage

loans to dierent market segments and also &as a large corporate client base or its

&ousing related credit acilities*


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)ankHs euity and about 14*4 K o t&e euity is &eld by t&e A'$ D J'% 'epositories

:in respect o t&e bankHs American 'epository $&ares :A'$; and Jlobal 'epository

%eceipts :J'%; Issues;* @2*- K o t&e euity is &eld by (oreign Institutional

Investors :(IIs; and t&e )ank &as 8/81/8- s&are&olders*

+&e s&ares are listed on t&e )ombay $tock Exc&ange Limited and +&e 9ational $tock

Exc&ange o India Limited* +&e )ankHs American 'epository $&ares :A'$; are listed

on t&e 9ew Fork $tock Exc&ange :9F$E; under t&e symbol H!')H and t&e )ankHs

Jlobal 'epository %eceipts :J'%s; are listed on Luxembourg $tock Exc&ange under

I$I9 9o B$8.81-(2..2*

AMALGAMATION OF TIMES BANK CENTURION BANK OF PUNAB

ITH HDFC BANK

On "ay 2@/ 2..4/ t&e amalgamation o Centurion )ank o unjab wit& !'(C )ank

was ormally approved by %eserve )ank o India to complete t&e statutory and

regulatory approval process* As per t&e sc&eme o amalgamation/ s&are&olders o

C)o received 1 s&are o !'(C )ank or every 27 s&ares o C)o*

+&e amalgamation added signiicant value to !'(C )ank in terms o increased

branc& network/ geograp&ic reac&/ and customer base/ and a bigger pool o skilled

manpower*

In a milestone transaction in t&e Indian banking industry/ +imes )ank Limited

:anot&er new private sector bank promoted by )ennett/ Coleman # Co* D +imes

Jroup; was merged wit& !'(C )ank Ltd*/ eective (ebruary 20/ 2...* +&is was t&e

irst merger o two private banks in t&e 9ew Jeneration rivate $ector )anks* As per

t&e sc&eme o amalgamation approved by t&e s&are&olders o bot& banks and t&e

%eserve )ank o India/ s&are&olders o +imes )ank received 1 s&are o !'(C )ank

or every -*- s&ares o +imes )ank*

DISTRIBUTION NETORK

!'(C )ank is &eaduartered in "umbai* As o "arc& @1/ 2.1-/ t&e )ank3s

distribution network was at 8/.18 branc&es in 2/808 cities*All branc&es are linked onan online real>time basis* Customers across India are also serviced t&roug& multiple

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delivery c&annels suc& as &one )anking/ 9et )anking/ "obile )anking and $"$

based banking* +&e )ank3s expansion plans take into account t&e need to &ave a

presence in all major industrial and commercial centres/ w&ere its corporate customers

are located/ as well as t&e need to build a strong retail customer base or bot& deposits

and loan products* )eing a clearing D settlement bank to various leading stock

exc&anges/ t&e )ank &as branc&es in centres w&ere t&e 9$E D )$E &ave a strong and

active member base*

+&e )ank also &as a network o 11/00 A+"s across India* !'(C )ank3s A+"

network can be accessed by all domestic and international 5isa D "asterCard/ 5isa

Electron D "aestro/ lus D Cirrus and American Express Credit D C&arge card&olders*

MANAGEMENT

"rs* $&yamala Jopinat& &olds a "aster3s 'egree in Commerce and is a CAII)* "rs*

Jopinat& &as @7 years o experience in inancial sector policy ormulation in dierent

capacities at %)I* As 'eputy Jovernor o %)I or seven years and member o t&e

)oard* "rs* Jopinat& &ad been guiding and inluencing t&e national policies in t&e

diverse areas o inancial sector regulation and supervision/ development and

regulation o inancial markets/ capital account management/ management o

government borrowings/ orex reserves management and payment and settlement

systems*

+&e "anaging 'irector/ "r* Aditya uri/ &as been a proessional banker or over 2-

years and beore joining !'(C )ank in 1778 was &eading CitibankHs operations in

"alaysia*

+&e )ankHs )oard o 'irectors is composed o eminent individuals wit& a wealt& o

experience in public policy/ administration/ industry and commercial banking* $enior

executives representing !'(C are also on t&e )oard*

$enior banking proessionals wit& substantial experience in India and abroad &ead

various businesses and unctions and report to t&e "anaging 'irector* Jiven t&e

proessional expertise o t&e management team and t&e overall ocus on recruiting and

retaining t&e best talent in t&e industry/ t&e bank believes t&at its people are a

signiicant competitive strengt&*

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TECHNOLOGY

!'(C )ank operates in a &ig&ly automated environment in terms o inormation

tec&nology and communication systems* All t&e bank3s branc&es &ave online

connectivity/ w&ic& enables t&e bank to oer speedy unds transer acilities to its

customers* "ulti>branc& access is also provided to retail customers t&roug& t&e

branc& network and Automated +eller "ac&ines :A+"s;*

+&e )ank &as made substantial eorts and investments in acuiring t&e best

tec&nology available internationally/ to build t&e inrastructure or a world class bank*

In terms o core banking sotware/ t&e Corporate )anking business is supported by

(lexcube/ w&ile t&e %etail )anking business by (inware/ bot& rom i>lex $olutions

Ltd* +&e systems are open/ scaleable and web>enabled*

+&e )ank &as prioritised its engagement in tec&nology and t&e internet as one o its

key goals and &as already made signiicant progress in web>enabling its core

businesses* In eac& o its businesses/ t&e )ank &as succeeded in leveraging its market

position/ expertise and tec&nology to create a competitive advantage and build market

s&are*

BUSINESS PROFILE

!'(C )ank caters to a wide range o banking services covering commercial and

investment banking on t&e w&olesale side and transactional D branc& banking on t&e

retail side* +&e bank &as t&ree key business segments

7#')' B)%6%*

+&e )ank3s target market is primarily large/ blue>c&ip manuacturing companies in

t&e Indian corporate sector and to a lesser extent/ small # mid>si,ed corporates and

agri>based businesses* (or t&ese customers/ t&e )ank provides a wide range o

commercial and transactional banking services/ including working capital inance/

trade services/ transactional services/ cas& management/ etc* +&e bank is also a

leading provider o structured solutions/ w&ic& combine cas& management services

wit& vendor and distributor inance or acilitating superior supply c&ain management

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or its corporate customers* )ased on its superior product delivery D service levels and

strong customer orientation/ t&e )ank &as made signiicant inroads into t&e banking

consortia o a number o leading Indian corporates including multinationals/

companies rom t&e domestic business &ouses and prime public sector companies* It

is recognised as a leading provider o cas& management and transactional banking

solutions to corporate customers/ mutual unds/ stock exc&ange members and banks*

T"')>"=

(oreign Exc&ange and

'erivatives/ Local Currency "oney "arket # 'ebt $ecurities/ and Euities*


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!'(C )ank was t&e irst bank in India to launc& an International 'ebit Card in

association wit& 5I$A :5I$A Electron; and issues t&e "asterCard "aestro debit card

as well* +&e )ank launc&ed its credit card business in late 2..1* )y "arc& 2.1-/ t&e

bank &ad a total card base :debit and credit cards; o over 2- million* +&e )ank is also

one o t&e leading players in t&e 6merc&ant acuiring= business wit& over 2@-/...

oint>o>sale :O$; terminals or debit D credit cards acceptance at merc&ant

establis&ments* +&e )ank is well positioned as a leader in various net based )2C

opportunities including a wide range o internet banking services or (ixed 'eposits/

Loans/ )ill ayments/ etc*

RATINGS AARDS

C"'


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+&e bank was one o t&e irst our companies/ w&ic& subjected itsel to a Corporate

Jovernance and 5alue Creation :J5C; rating by t&e rating agency/ +&e Credit %ating

Inormation $ervices o India Limited :C%I$IL;* +&e rating provides an independent

assessment o an entityHs current perormance and an expectation on its Nbalanced

value creation and corporate governance practicesN in uture* +&e bank was assigned a

HC%I$IL J5C Level 1H rating in anuary 2.. w&ic& indicates t&at t&e bankHs

capability wit& respect to wealt& creation or all its stake&olders w&ile adopting sound

corporate governance practices is t&e &ig&est

A)"


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service excellence would &elp us get t&ere* +oday/ we are proud to say t&at we are

well on our way towards t&at goal*

!'(C )ank Limited :t&e )ank; is an India>based banking company engaged in

providing a range o banking and inancial services/ including commercial banking

and treasury operations* +&e )ank &as a network o 1812 branc&es and @27-

automated teller mac&ines :A+"s; in -24 cities and total employees is -204*

S#?' 6?;#"&)%& ))" )est )ank in t&e 9ew rivate sector

> roitability

> Eiciency

)usiness +oday > "J

$tudy 2.18

> )est Large )ank > Overall

> )est Large )ank > Jrowt&

)usinessworld>wC India

)est )anks $urvey 2.18

> )est Large )ank

> (astest Jrowing Large )ank

17
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Asiamoney (R oll 2.18 > )est 'omestic rovider o (R options

> )est 'omestic rovider o (R products #

$ervices

> )est 'omestic rovider o (R researc& # market

coverage

> )est 'omestic provider or (R $ervices

+&e Asian )anker $trongest )ank in India in t&e Asian )anker -..

:A) -..; $trongest )ank by )alance $&eet

%anking 2.18

'un # )radstreet > olaris

(inancial +ec&nology

)anking Awards 2.18

> )est )ank > "anaging I+ %isk :Large )anks;

> )est )ank > "obile )anking :Large )anks;

> )est )ank > )est I+ +eam :rivate $ector )anks;(orbes Asia (ab -. Companies List or t&e 4t& year

)randS +"+op -. "ost

5aluable Indian )rands study

by "illward )rown

IndiaHs "ost 5aluable )rand

(inance Asia Country Awards

2.18 and poll on IndiaHs +op

Companies

> )est )ank > India

> )est CEO> %ank 1

> )est C$% > %ank 1

> )est C(O > %ank 2Asiamoney )est o )est 'omestic )anks > India

'un # )radstreet >

"anappuram (inance

Limited Corporate Award

2.18

)est Corporate in )anking $ector

M66#% )%< B>6%' S&")&'*=

Our mission is to be Na


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are committed to do t&is w&ile ensuring t&e &ig&est levels o et&ical standards/

proessional integrity/ corporate governance and regulatory compliance*

O>" >6%' &")&'*= '?;7)6' &7' ##6%* @

Increase our market s&are in India3s expanding banking and inancial services

industry by ollowing a disciplined growt& strategy ocusing on uality and

not on uantity and delivering &ig& uality customer service*

Leverage our tec&nology platorm and open scaleable systems to deliver more

products to more customers and to control operating costs*

"aintain our current &ig& standards or asset uality t&roug& disciplined credit

risk management*

'evelop innovative products and services t&at attract our targeted customersand address ineiciencies in t&e Indian inancial sector*

Continue to develop products and services t&at reduce our cost o unds*

(ocus on &ig& earnings growt& wit& low volatility*

VISION STATEMENT OF HDFC BANK

+&e !'(C )ank is committed to maintain t&e &ig&est level o et&ical standards/

proessional integrity and regulatory compliance* !'(C )ank3s business p&ilosop&y

is based on our core values suc& as>

1* Operational excellence*

2* Customer (ocus*

@* roduct leaders&ip*

8* eople*

+&e objective o t&e !'(C )ank is to provide its target market customers a ull range

o inancial products and banking services/ giving t&e customer a one>step window or

all &isD&er reuirements* +&e !'(C )ank plus and t&e investment advisory services

programs &ave been designed keeping in mind needs o customers w&o seeks distinct

inancial solutions/ inormation and advice on various investment avenues*

BOARD OF DIRECTORS

N)?' D'6*%)&6#%S7=)?)) G#;6%)&7 C&airperson

19


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P)"'7 S>&7)%)" 'eputy "anaging 'irector

A N R#= 'irector

K'6 M6&"= 'irector

R'%> K)"%)< 'irector

N)?' D'6*%)&6#%

Aditya uri "anaging 'irector ai,ad )&aruc&a Executive 'irector

)obby arik& 'irector

art&o 'atta 'irector

"alay atel Additional 'irector

TOP MANAGEMENT

Ab&ay Aima Euities # rivate )anking and 9%I )usiness

Anil aggia Inormation +ec&nology and Legal

As&is& art&asart& +reasury

)&arat $&a& "erc&ant $e%vices

J $ubramanian Audit # Compliance

ai,ad "aneck Credit # "arket %isk

"andeep "aitra !*%/ Admin # Inrastructure

9avin uri )ranc& )anking

ralay "ondal Assets # C%E'I+ CA%'$

%a&ul 9 )&agat %etail Liabilities/ "arketing # 'irect )anking C&annels

Anant&anarayan Operations

$as&i agdis&an (inance

$ud&ir os&i +reasury

BUSINESS HEADS

A Asokan Emerging Enterprise Jroup

Amit umar %etail )ranc& )anking> +"=@

(oreign Exc&ange and

'erivatives/ Local Currency "oney "arket # 'ebt $ecurities/ and Euities*


25/66


M66#% )%< B>6%' S&")&'*=@

+&eir mission is to be N) #"< C) I%


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N+&e %)I &ereby sanctions t&e appended sc&eme o amalgamation o C)O

:transeror bank; wit& t&e !'(C )ank ltd :transeree bank;* +&e sc&eme s&all come

into eect rom "ay 2@/N !'(C )ank said in a iling to t&e )ombay $tock

Exc&ange*

+&e boards o !'(C )ank and C)O &ad given in>principle approval or t&e merger

o bot& t&e banks in (ebruary* (ollowing t&e in>principle nod/ !'(C )ank &ad

approved t&e s&are swap ratio o 127*

As per t&e ratio C)O s&are&older would get one s&are o !'(C )ank or every 27

s&ares &eld*


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')&7 M)%)*'?'%& S'":63' (I%>")%3'

SAVING ACCOUNT

A saving account is meant or t&e general public

w&o wis& to save a part o t&eir current

incomes to savings* +&e bank/ t&ereore

impose certain restrictions on t&e saving

bank account and also oer a reasonable rate

o interest* Opening a $aving Account wit&

!'(C )A9 allow customers to earn

interest w&ile t&e money lies parked or t&eir

convenience* In addition to t&is/ t&e account

comes wit& a &ost o banking services

including atm cards/ internet banking/ sae

deposit lockers/ etc*

MINIMUM BALANCE

Individuals can open a $aving Account wit& R$ 5000T> * In t&e eventuality o t&eaverage minimum balance alling below t&e stipulated levels a c&arge o R$ .50 is

levied*

INTEREST RATE

Interest U @*-. K p*a* calculated on t&e minimum balance in your account between

t&e 1.t&and t&e last day o t&e mont&/ credited uarterly into your account*

CURRENT ACCOUNT

A current account is a running and active account/ w&ic& may be operated upon any

number o times during a working day* +&ere is no restriction on t&e number and t&e

amount o wit&drawals rom a current account* Current account suits t&e reuirements

o big businessmen/ joint stock companies/ institutions/ public aut&orities and public

corporations/ etc w&ose banking transactions &appen to be numerous on every

working day* In order to avail t&e current account acility you need to ill in t&e

account orm and provide introduction* +&e account s&all be introduced by anot&er

27


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account &older o t&e bank or supporting documents based on t&e constitution o t&e

applicant*

9ow/ wit& an !'(C )ank Current Account/ experience t&e reedom o multi>city

bankingV Fou can &ave t&e power o multi>location access to your account rom any

o 01 branc&es in @2 cities* 9ot only t&at/ you can do most o your banking

transactions rom t&e comort o your oice or &ome wit&out stepping out*

+&ey make it t&eir business to &elp you in your business by oering you a Current

Account wit& all t&e beneits you need to stay a&ead o your competition*

At !'(C )ank/ t&ey understand t&at running a business reuires time and money/

also t&at your business needs are constantly evolving* +&atHs w&ere t&ey come in*

+&ey provide you wit& a c&oice o Current Account options to exclusively suit your

business > w&atever t&e si,e or scope*

MINIMUM BALANCE

Corporate &ouses can open a current account wit& R$ 10000*

FI!ED DEPOSIT ACCOUNT

(ixed deposit accounts include deposits wit& t&e bank or a ixed period/ w&ic& is

speciied at t&e time o making t&e deposit* A ixed deposit is repayable on t&e expiry

o a speciied period c&osen by t&e depositor to suit &is purpose and to enable &im to

get back t&e money as and w&en &e needs it* +&ese deposits constitute more t&an &al

o total bank deposits* In order to avail t&e (ixed 'eposit acility customer need to ill

in t&e account orm and provide introduction documentation* +&e account could eit&er

be introduced by anot&er account &older o t&e bankT sta member or t&roug&

supporting documents based on t&e constitution o t&e applicant*

MINIMUM DEPOSIT

+&e minimum deposit or opening !'(C (ixed deposit Account is R$5000$ +&is

deposit can be made in t&e orm o cas& or t&roug& a c&eue* :+&e rates o interest

are subject to c&ange rom time to time;

LOANS

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Lending o unds to constituents/ mainly traders/

business and industrial enterprises/ constitutes t&e

main business o t&e banking company* +&e main

portion o t&e bank3s unds is employed by way o

loans and advances/ w&ic& is most proitable

employment o its unds* +&e major part o banks

income is earned rom interest and discount on t&e

unds so lent*

It is one o t&e primary unctions wit&out w&ic& an institution cannot be called bank*

+&e bank lends a certain percentage o t&e cas& lying in t&e deposit on a &ig&er rate

t&an it pays on suc& deposits* )eore advancing t&e loans t&e bank satisy t&emselves

about t&e credit wort&iness o t&e borrowers*

D6'"'%& &=;' # #)% )"' '< '#@-

1 EDUCATION LOAN

Education loan is basically a loan/ w&ic& is provided to student or &ig&er

education* In t&is / customer &as to pay only simple interest during t&eir

education and six mont& o completion o education E"I :Installment;o t&e

loan starts*

ELIGIBILITY

) I9'IA9

Age above 14 years

3 !ave secured admission in a college T university

2 PERSONAL LOANS

!'(C )A9 oers a broad range o personal loans to meet customer3s

speciic needs and situations* ersonal loan can be given to bot& service class

and business class* !'(C personal loans are &assle ree/ uickly approved and

are on very attractive interest rates* Advantage o repaying in convenient

Euated "ont&ly Installments is also being given*

FEATURES

) Competitive %ate o Interest

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Lowest rocessing ee :1K o loan amount;

3 9o prepayment penalty


31/66


+ HOME LOANS

!ome loan is basically an appreciable investment* Customers can get loan or

construction/ land purc&ase/ or renovation at lowest installment and wit&

minimum rate o interest*

Competitive rate o interest

$pecial pre>approved loans or existing customers

Loans available to Individuals/ (irms/ rivate Limited Companies

Also available or 9%Is and "erc&ant 9avy personnel

9o>income proo sc&eme available

Loan available or new as well as resale properties*

8; AUTO LOANS

I you are a salaried individual &olding credit cards / your loan gets processed

aster*

R'>6"'?'%&@

(acility is available to only !'(C bank account &olders :CA$A;*

All terms and conditions applicable or t&e used car product are applicable

or t&e Loan take over product*

"inimum 7 mont& old loan wit& any approved (inancier wit& clear

repayment track record

ANYHERE BANKING

+&e new concept o anyw&ere banking allows customer o one branc& o a bank to

transit t&eir business at premises o anot&er branc& o t&e bank* +&is essentially means

t&at t&e customers are treated as being t&e customer o a bank not o a branc&*

!'(C &as been able to oer 6Anyw&ere )anking= and at par c&eue acilities or its

customers* Bsing t&is tec&nology and networked inrastructure t&e bank is now in a

position to introduce products like electronic utility bills collection :+elep&one/

electricity bills etc*; as well as innovative products like acceptance o insurance

premium over t&e internet*

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7)& 3)% =#> 6%* N'& B)%6%*9

!'(C leading service provides a &ost o eatures at your inger>tips

5iew Account )alances # $tatements

+ranser (unds between accounts

Create (ixed 'eposits Online

%euest a 'emand 'rat

ay )ills

Order a C&eue )ook

%euest $top ayment on a C&eue

And lots more

LOCKERS

S)' D';#6& L#3'"@

A $ae 'eposit Locker wit& !'(C )ank is t&e solution to your concern* Located at

select branc&es in cities all over t&e country/ t&eir lockers ensure t&e sae keeping oyour valuables*

A


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+&ere is a nominal annual c&arge/ w&ic& depends on t&e si,e o t&e locker and

t&e centre in w&ic& t&e branc& is located*

E6*666&=

An individual :not minor;/ irms/ limited company/ associations/ clubs/ trusts/

societies/ etc may &ire a locker*

T'"? C#%


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list o t&e broad needs t&at your rivate

)anker s&ould satisy* +o mention t&e more signiicant ones/

Customised/ proessional/ unbiased investment advice

$ingle point service

+rust and conidentiality

Empowerment to take t&e inal decision

rompt/ eicient service wit& minimal paperwork

%eliable/ speedy/ low>cost execution o transactions

Ater>sales service w&ic& includes regular perormance reports and pro>active

ollow>up o post>transaction delivery and corporate actions/ and o course/

A reasonable return


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)ut unanimously agree to t&e dramatic c&ange in t&e approac& t&at &as swept not only

t&eir banks but also ot&er state owned and private banks* At bot& ICICI and !'(C

t&ere is a mad rus& to reac& out to t&e customer t&roug& multiple c&annels like A+"s/

cell p&ones/ branc& p&ones/ or t&e Internet etc*

36


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SOT ANALYSIS

STRENGTH

%ig&t strategy or t&e rig&t products* $uperior customer service vs* competitors*

Jreat )rand Image

roducts &ave reuired accreditations*

!ig& degree o customer satisaction*

Jood place to work

Lower response time wit& eicient and eective service*

'edicated workorce aiming at making a long>term career in t&e ield*

EAKNESSES

$ome gaps in range or certain sectors*

Customer service sta needs training*

rocesses and systems/ etc

"anagement cover insuicient*

$ectoral growt& is constrained by low unemployment levels and

competition or sta

OPPORTUNITIES

roit margins will be good*

Could extend to overseas broadly*

9ew specialist applications*

Could seek better customer deals*

(ast>track career development opportunities on an industry>wide basis*

An applied researc& centre to create opportunities or developing

tec&niues to provide added>value services*

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THREATS

Legislation could impact*

Jreat risk involved

5ery &ig& competition prevailing in t&e industry*

5ulnerable to reactive attack by major competitors Lack o inrastructure in rural areas could constrain investment*

!ig& volumeDlow cost market is intensely competitive*

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CHAPTER ,

RESEARCH METHODOLOGY

%esearc& is a careul investigation or inuiry especially t&roug& searc& or new acts

in branc& o knowledge market researc& speciies t&e inormation* %euired to

address t&ese issues designs t&e met&od or collecting inormation manage and

implements t&e data collection process analyses t&e results and communicates t&e

inding and t&eir implications* %esearc& problem is t&e one w&ic& reuires a

researc&er to ind out t&e best solution or t&e given problem t&at is to ind out t&e

course o action/ t&e action t&e objectives can be obtained optimally in t&e context o

a given environment* +&e topic is 6 a study on customers services and satisactionlevel o customers !'(C )ank=*

In t&e starting o researc& t&is is t&e exclusive researc& but as t&is researc& is going

on t&is becomes a concluded researc& *because in starting t&e ideas comes to ind t&e

results according to my topic * w&en researc& is going well t&en some indings are

come* $o I take any decision regarding to select t&e researc&*

)ecome t&e conclusive researc&* In conclusive researc& we use some statistical terms

so t&at we ind t&e result in uantity*

RESEARCH DESIGN

A ramework or blueprint or conducting t&e researc& project* It speciies t&e details

o t&e procedures necessary or obtaining t&e inormation needed to structure andDor

solve researc& problems* A good researc& design lays t&e oundation or conducting

t&e project* A good researc& design will ensure t&at t&e researc& project is conductedeectively and eiciently* +ypically/ a researc& design involves t&e ollowing

components/ or tasks

'eine t&e inormation needed*

'esign t&e researc&*

$peciy t&e measurement and scaling procedures*

Construct and present a uestionnaire or an appropriate orm or data

collection*

$peciy t&e sampling process and sampling si,e* 'evelop a plan o data analysis*

39


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D)&) C#'3&6#%@ -

+&e objectives o t&e project are suc& t&at bot& primary andsecondary data is reuired

to ac&ieve t&em* $o bot& primary and secondary data was usedor t&e project* +&e

mode o collecting primary data is uestionnaire mode and sources o secondary data

are various maga,ines/ books/ newspapers/ # websites etc

P"6?)"= D)&)@

+&e primary data was collected to measure t&e customer satisaction and t&eir

perception regarding !'(C )ank* +&e primary data was collected by means o

uestionnaire and analysis was done on t&e basis o response received rom t&ecustomers* +&e uestionnaire &as been designed in suc& a manner t&at t&e consumer3s

satisaction level can be measured and consumer can enter &is responses easily*

S'3#%' J

Convenient sampling*

In convenience sampling, t&e selection o units rom t&e population is based on easy

availability andDor accessibility*

40


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I am using t&is sampling met&od because sample will be selected on t&e basis o

availability o t&e respondents w&o met t&e desired criteria*

D)&) C#'3&6#% T##@ >

S&">3&>"'< Q>'&6#%%)6"'

A structured Puestionnaire is a ormal list o uestions ramed so as to get t&e acts*

(or Collecting rimary 'ata I used a $tructured Puestionnaire*

I prepared uestionnaire to be illed by customers o !'(C )ank*

I meet to 82 customers o !'(C )ank w&o illed t&e uestionnaire* $o t&at I can

know about t&e satisaction level o t&at services w&ic& t&ey enjoy as a customer*

41


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CHAPTER 5

DATA ANALYSIS

A%)=6 )%< I%&'";"'&)&6#%

Ater t&e data collection/ it was compiled/ classiied and tabulated manually and wit&

&elp o computer* +&en t&e task o drawing inerences was accomplis&ed wit& t&e

&elp o percentage and grap&ic met&od*

1$ F#" 7# #%* =#> )"' ;)"& # HDFC B)%9

R';#%' N#$ # R';#% ' ) 3>?'" # &7' HDFC )%9

42


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R';#%' N#$ # R';#%


44/66


44


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+$ A"' =#> ))"' # &7'


46/66


,$ D# =#> %# )#>& &7'' ##6%* '":63' # &7' HDFC )%9

R';#%' N#$ # R';#%


47/66


R';#%' N#$ # R';#%


48/66


$ 7637 # &7'' '":63' )"' =#> >"&7'" 6%&'"'&'< 6%9

R';#%' N#$ # R';#%


49/66


.$ 7637 '":63' # &7' HDFC )% #>< =#> ")&' &7' '&9

R';#%' N#$ # R';#% %# )#>& &7' E&") '":63' '6%* ;"#:6


50/66


R';#%' N#$ # R';#%


51/66


$ 7637 # &7' ##6%* E&") '":63' # &7' HDFC )% #>< =#> 6' *#

6% #"9

R';#%' N#$ # R';#%


52/66


10$ 7)& 6 =#>" ;'"3';&6#% )#>& &7' '":63' # &7' HDFC )%9

R';#%' N#$ # R';#%


53/66


11$ A"' =#> )&66'< 6&7 &7'


54/66


R';#%' N#$ # R';#%


55/66


1+$ H# 6'= )"' =#> "'3#??'%< B)% '":63' ) "6'%< #" 3#')*>'9

R';#%' N#$ # R';#%


56/66


1,$ H# 6 =#> ")&' &7' HDFC B)% 6% ?)6%&)6%6%* *##< 3>?'"

"')&6#%76;9

R';#%' N#$ # R';#%


57/66


15$ 7)& 6 =#>" #:'") )&6)3&6#% ")&6%* 6&7 #>" HDFC )%9

R';#%' N#$ # R';#%


58/66


CHAPTER

FINDINGS AND CONCLUSION

FINDINGS@-

"ost o respondents are satisied wit& t&e services w&ic& are provided by

!'(C )ank* It may be possible all t&e customers are enjoying t&e all

services o bank*

+&ere is a &ig& correlation between relations&ip manager and t&e customer

because &e provided all t&e available inormation on time*

+&us my null &ypot&esis is become wrong ater analy,ing t&e data*

+&ere is low satisaction level in !'(C )ank regarding t&e services o

bank*

+&ere is customer retention in !'(C bank by providing t&e best services

to t&e customers*

+&ere is strong communication between relations&ip manager and t&e

customers

%elations&ip manager is trying to minimi,e t&e risk o customer regarding

t&e investment*

!'(C )ank is better service provider in banking industry*

Customers are proitable because t&is bank give t&e priority to service t&an

employee*

"ajority o t&e customers are satisied wit& !'(C )ank*

"ajority o t&e customers are aware o services and extra services oered

by !'(C )ank* )ut not all t&e services*

+&e majority o t&e customers ound services o t&e bank are average*

"ajority o t&e respondents are ound t&e bank is average in maintaining

t&e good customer relations&ip*

"ajority o t&e respondent said t&at t&ey are acing t&e problem o

timeliness and rest are acing problem o customer relations&ip andinrastructure*

+&e perception o t&e majority o t&e customer regarding t&e bank is good

because majority o t&e customers are satisied wit& t&e bank and t&ey also

recommend t&e products o t&e bank*

+&e most preerable extra service is A+"3s and t&e less preerable services

are bills payment/ net banking and p&one banking*

+&e majority o customers are more interested in ('3s/ mutual unds and

saving aDcs*

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+&e majority o t&e customers are satisied wit& t&e dealing o t&e oicials

upto some extent*

"ain actor t&at attract customers towards bank is t&e services o t&e bank*

$ervices t&at are most used by t&e customer are saving aDc/ ('3s/ current

aDc and loans

59


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CONCLUSION

+&is t&esis on t&e topic A 3#""')&6#% '&''% 3>?'" '":63' )%< 6&

)&6)3&6#% ':' 6% HDFC B)%* In t&is t&esis I ind t&at most o t&e customers are

satisied wit& t&e services w&ic& are provided by !'(C )ank* Its service uality is

good according to sample w&ic& I taken or t&is researc&* +&us my null &ypot&esis is

true t&at most o t&e customers are satisied wit& t&e services o !'(C )ank* I ind a

correlation between relations&ip manager and customers because t&ey provide t&e

rig&t inormation3s on time to customers*

In completion o t&is management t&esis I learnt more t&ings about t&e banking sector*

As w&ic& type o services provided by a bank* !ow a policy is important to customer

and organi,ation also*

+&ey s&ould more ocus to t&eir irst time customer* +&e products are also giving a

&uge satisaction to customer/ so t&ey s&ould provide t&at product w&ic& is more in

avour o t&em* +&ey s&ould give more inormation about t&ose t&ings w&ic& t&e

customer wants*

At t&e end I would like to conclude t&at +&e Indian banking market is growing at an

astonis&ing rate/ wit& Assets expected to reac& B$Q1 trillion by 2.1.* !'(C bank

&ad a network o 1/182 branc&es And @/27- automated teller mac&ines in -24 cities in

India** +&e majority o customers are satisied* )ut t&e bank s&ould target on t&e rest

o t&e customers w&o are not satisied* +&e customers are aware about t&e bank3s

services but t&e )ank s&ould try to create more awareness among people* !'(C )ank

s&ould lay more stress on advertisements/ bot& in print as well as in ot&er media or

t&is purpose* 9umber o ormalities s&ould reduce/ as customer eels irritated wit&

lots o ormalities and it will save t&e time o customer and )ank also*

60


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RECOMMENDATION

$ta s&ould be encouraged to present relevant options to banking customers/ so t&ose

customers become more comortable* $ome customers are t&ose w&o like to go to

t&eir nearby branc& and sometimes t&ey become t&eir regular customer* $o t&e sta

s&ould care out side branc& customer as t&ey do care about own branc& customers and

t&ey s&ould identiy t&eir basic service reuirements* As "9C3s bank like !'(C/

t&ere are so many ot&ers "9C3s banks stand as a competitor w&o provide better

services to customer/ so t&e )ank s&ould give all t&e concern services to t&eir own

customer so t&ey s&ould not go to ot&er banks or any services

"ore concentrate s&ould give on t&e advertisement and promotional activities*

+&e )ank s&ould make some eorts to improving good relations&ip wit&

customer*

+&e bank s&ould en&ance t&eir services according to t&e needs o t&e

customer*

+&e bank makes its procedures less time consuming*

+&e bank s&ould make eort to aware t&e customers about t&eir all t&e extra

services*

61


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REFERENCES

www*bnknetindiaDcomDbankingDinance

&ttpDDen*wikipedia*orgDwikiDbankinginancialcompany

www*&dcbank*com

www*&dcbankDproductsDinance

www*google*com

www*iloveindia*com*

P"6?)"= R''"'%3'

+&roug& uestionnaire

ersonal interview

S'3#%


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QUESTIONNAIRE

N)?' A*'

G'%


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-* mat aDc yesDno

Credit card aDc yesDno

Insurance yesDno

"utual inds yesDno

Loans yesDno

*


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7*


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18* !ow will you rate t&e !'(C )ank in maintaining good customer relations&ipW

:1; Jood : ;

:2; Average : ;

:@; oor : ;

1-*

Documents

A Customer Services and Satisfaction Level of Hdfc Bank