Project Report

On

Satisfaction Survey amongst HDFC Account opening Customers

Presented To

Mr. B.K. Murthy

Presented By

Roshan S. Shahane

(PGPM/0911/029)

AcknowledgementsIf words are considered to be signs of gratitude then let these wordsConvey the very same My sincere gratitude to HDFC BANK forproviding me with an opportunity to work with BANK and givingnecessary directions on doing this project to the best of my abilities.I am highly indebted to Mr. Jagdip Sharma, Area Sales Manager and Mr. Sarkar Sales Managercompany project guide, who has provided me with the necessaryinformation and also for the support extended out to me in thecompletion of this report and his valuable suggestion and commentson bringing out this report in the best way possible.I also thank Prof. Raju B.P.G., IAME_Bangalore, who hassincerely supported me with the valuable insights into the completionof this project.I am grateful to all faculty members of and my IAME_Bangalorefriends who have helped me in the successful completion of thisproject.

DECLARATION

This is to certify that the Project titled “ xxx xxxxx Full title of the project xxxxx”

is an original work of Mr/Ms --- your name --- and is being submitted in partial fulfillment for the Post Graduate Program in Management (PGPM) of International Academy of Management & Entrepreneurship, Bangalore.

This report or part of this report has not been submitted earlier either to IAME or to any other University / Institution for the fulfillment of the requirement of a course of study or published / presented for any other purpose.

Name & signature of the student Name & signature of project guide

Place :

Date :

CERTIFICATE

This is certify that Mr / Ms ---(your name) --- has done internship with us from (date of starting) to ( date of completing) for the partial fulfillment of the Post Graduate Program in Management (PGPM) of International Academy of Management & Entrepreneurship, Bangalore.

This is to further certify that his project titled “ xxx xxxxx Full title of the project xxxxx” is an original work of Mr/Ms ( your name) done in our organization.

(Space for comments, if any, by the company regarding student’s conduct, usefulness of the Project etc.)

Name, Desig. & sig. of project supervisor

Place :

Date :

1. Blank Page 2. Title Page – As per format (Annex 3)3. Acknowledgement 4. Declaration by student - As per format (Annex 4)5. Certificate by Company - As per format (Annex 5)6. Table of contents (to include all the following with page numbers)7. Introduction8. Executive Summary9. Industry Profile10. Company Profile11. Background of the research project12. Research methodology13. Literature survey14. Data analysis and findings15. Conclusions and recommendations 16. Learning experience17. Appendices

a. Bibliography b. Copy of data collection tool/sc. List of tablesd. List of figurese. List of abbreviations

INTRODUCTION

1.1 THE TOPIC: A satisfaction survey amongst HDFC’s Account opening customers

At HDFC Bank (HOUSING DEVELOPMENT FINANCIAL CORPORATION ) I have Selected the topic of the satisfaction Survey amongst HDFC account opening customers for my Project work. I joined the company as a CSE (Customer Support executive). The selection of the topic was to know how the company satisfied their customer through their services.CSE are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through them.

1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in India. The CSE are one of the most powerful, efficient and effective channel through which the company sales its various types of financial products. It is really difficult to convince customers and sell a single product but since these executives have their own personal contacts which make the entire task easier to sell a product. One can find out that customers are really satisfied with the HDFC Banks Account opening service or not. Through this survey we can find out, How many customers are satisfied or how many not. After getting result we can analyze where HDFC Banking services are lacking.

1.3 IMPORTANCE TO THE COMPANY:

The purpose of selecting this topic was to know about the customer’s perceptionsabout the different Accounts opening products of the bank, how these products can attract them and how the company can generate maximum profit by convincing them through CSE. This project can help the company to improve their performance by satisfying their customers and by them they can retain more customers. Ultimately company will increase their business.

1.4 LEARNING FROM THE STUDY:

Different products and services provided by the bank. Customers’ perception about the different products. The brand image of the bank in the market. What are the problems faced by Customers for transaction. How Banking people not giving all hidden information before account opening.

EXECUTIVE SUMMARY

Internship is an integral part of PGPM (POST GRADUATE PROGRAME IN MANAGEMENT) and it helps the student to understand the practical aspect of work in an organization. I have choose HDFC Bank for project work. The project related with the CASA Customers and to find out these customers are satisfied with the HDFC Banks Product and Services or not.

In these project I have done work of Customer Support Executive to Sale CASA in the HDFC Bank which was at J.P. Nagar. I had been trained on those product which I was supposed to Sale to people. I was doing door to door and ATM activity for meeting the customers. My project related with the those people who are already customer of HDFC Bank and to find out how many of them satisfied or how many of them unsatisfied.

An effective customer satisfaction program is a powerful tool designed to improve both an organizations performance in the eyes of its customers as well as the financial bottom line by identifying opportunities to improve customer satisfaction. Most organizations monitor reactive feedback; however, taking express action to collect information from your customers can boost your organizations potential - remember, only one in nine customers takes the time to inform the organization of their experience.

Gathering customer feedback Approaching the issue of customer satisfaction Conducting interviews The benefits of utilizing a third-party

As for the methodology, there are several types from which to choose. For customer satisfaction surveys, choice of method depends on a few issues, including:

customer characteristics; time availability; the costs the enterprise is willing to incur; and the information that the company wishes to maintain.

When designing customer satisfaction survey questions, survey developers should use a "drill-down" technique, so the questions flow back up to the objectives. This can be done by "mapping" objectives to questions, or vice versa, to determine that every question adds value, and that every objective is covered. If the questions do not refer back to the objectives, then the survey will be valueless. Survey developers should try to incorporate a short list of several types of questions, including closed-ended and open-ended, multiple and single choice, ranking, and rating. The following is an example of a rating q

Please rate HDFC Bank customer service overall.

Poor   Fair   Average   Good   Excellent  

The analysis stage may simply be a case of generating tables of results or it can involve more sophisticated analytical techniques.  The planned analysis should be kept in mind whilst developing the questionnaire, to ensure that the information necessary to undertake the analysis will be obtained.  If you have data that has already been collected, we can usually devise an analysis plan to extract useful information from your data, even if it isn’t exactly what was anticipated when the data was originally collected.

Interpreting the results from the analysis usually requires a formal assessment of the accuracy and significance of key results to ensure decisions are not made based on random variation.  recommendations based on sound statistical principles and the statistical theory and practice in determining the sampling error for a survey.

INDUSTRY PROFILE

1.1 Industry sector and classification

Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, which started in 1790; both are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal.

This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three of which were established under charters from the British East India Company. For many years the Presidency banks acted as quasi-central banks, as did their successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India.

Types of Banks

There are various types of banks which operate in our country to meet the financial requirements of different categories of people engaged in agriculture, business, profession, etc. On the basis of functions, the banking institutions in India may be divided into the following types:

Now let us learn about each of these banks in detail.

a) Central BankA bank which is entrusted with the functions of guiding and regulating the banking system of acountry is known as its Central bank. Such a bank does not deal with the general public. It actsessentially as Government’s banker, maintain deposit accounts of all other banks and advancesmoney to other banks, when needed. The Central Bank provides guidance to other bankswhenever they face any problem. It is therefore known as the banker’s bank. The ReserveBank of India is the central bank of our country.The Central Bank maintains record of Government revenue and expenditure under various heads.It also advises the Government on monetary and credit policies and decides on the interest ratesfor bank deposits and bank loans. In addition, foreign exchange rates are also determined by thecentral bank.Another important function of the Central Bank is the issuance of currency notes, regulating theircirculation in the country by different methods. No other bank than the Central Bank can issuecurrency.

b) Commercial BanksCommercial Banks are banking institutions that accept deposits and grant short-term loans andadvances to their customers. In addition to giving short-term loans, commercial banks also givemedium-term and long-term loan to business enterprises. Now-a-days some of the commercialbanks are also providing housing loan on a long-term basis to individuals. There are also many

other functions of commercial banks, which are discussed later in this lesson.

Types of Commercial banks: Commercial banks are of three types i.e., Public sector banks,Private sector banks and Foreign banks.

(i) Public Sector Banks: These are banks where majority stake is held by the Government ofIndia or Reserve Bank of India. Examples of public sector banks are: State Bank of India,Corporation Bank, Bank of Boroda and Dena Bank, etc.

(ii) Private Sectors Banks: In case of private sector banks majority of share capital of thebank is held by private individuals. These banks are registered as companies with limitedliability. For example: The Jammu and Kashmir Bank Ltd., Bank of Rajasthan Ltd.,Development Credit Bank Ltd, Lord Krishna Bank Ltd., Bharat Overseas Bank Ltd.,Global Trust Bank, Vysya Bank, etc.

(iii) Foreign Banks: These banks are registered and have their headquarters in a foreign countrybut operate their branches in our country. Some of the foreign banks operating in ourcountry are Hong Kong and Shanghai Banking Corporation (HSBC), Citibank, AmericanExpress Bank, Standard & Chartered Bank, Grindlay’s Bank, etc. The number of foreignbanks operating in our country has increased since the financial sector reforms of 1991.

c) Development BanksBusiness often requires medium and long-term capital for purchase of machinery and equipment,for using latest technology, or for expansion and modernization. Such financial assistance is provided by Development Banks. They also undertake other development measures like subscribing to the shares and debentures issued by companies, in case of under subscription ofthe issue by the public. Industrial Finance Corporation of India (IFCI) and State FinancialCorporations (SFCs) are examples of development banks in India.

d) Co-operative BanksPeople who come together to jointly serve their common interest often form a co-operativeSociety under the Co-operative Societies Act. When a co-operative society engages itself inBanking business it is called a Co-operative Bank. The society has to obtain a license from theReserve Bank of India before starting banking business. Any co-operative bank as a society isto function under the overall supervision of the Registrar, Co-operative Societies of the State.As regards banking business, the society must follow the guidelines set and issued by the Reserve Bank of India.

Types of Co-operative BanksThere are three types of co-operative banks operating in our country. They are primary creditsocieties, central co-operative banks and state co-operative banks. These banks are organizedat three levels, village or town level, district level and state level.

(i) Primary Credit Societies: These are formed at the village or town level with borrowerand non-borrower members residing in one locality. The operations of each society arerestricted to a small area so that the members know each other and are able to watch overthe activities of all members to prevent frauds.

(ii) Central Co-operative Banks: These banks operate at the district level having some ofthe primary credit societies belonging to the same district as their members. These banksprovide loans to their members (i.e., primary credit societies) and function as a link betweenthe primary credit societies and state co-operative banks.

(iii) State Co-operative Banks: These are the apex (highest level) co-operative banks in allThe states of the country. They mobilise funds and help in its proper channelisation amongVarious sectors. The money reaches the individual borrowers from the state co-operativeBanks through the central co-operative banks and the primary credit societies.

e) Specialised BanksThere are some banks, which cater to the requirements and provide overall support for setting

up business in specific areas of activity. EXIM Bank, SIDBI and NABARD are examples ofsuch banks. They engage themselves in some specific area or activity and thus, are calledspecialised banks. Let us know about them.

i. Export Import Bank of India (EXIM Bank): If you want to set up a business for exportingproducts abroad or importing products from foreign countries for sale in our country, EXIMbank can provide you the required support and assistance. The bank grants loans toexporters and importers and also provides information about the international market. Itgives guidance about the opportunities for export or import, the risks involved in it and thecompetition to be faced, etc.

ii. Small Industries Development Bank of India (SIDBI): If you want to establish asmall-scale business unit or industry, loan on easy terms can be available through SIDBI. Italso finances modernisation of small-scale industrial units, use of new technology and marketactivities. The aim and focus of SIDBI is to promote, finance and develop small-scaleindustries.

iii. National Bank for Agricultural and Rural Development (NABARD): It is a centralor apex institution for financing agricultural and rural sectors. If a person is engaged inagriculture or other activities like handloom weaving, fishing, etc. NABARD can providecredit, both short-term and long-term, through regional rural banks. It provides financialassistance, especially, to co-operative credit, in the field of agriculture, small-scale industries,cottage and village industries handicrafts and allied economic activities in rural areas.

1.2 Size of the industry

The Indian banking market is growing at an astonishing rate, with assets expected to reach US$1 trillion by 2012. An expanding economy, middle class, and technological innovations are all contributing to this growth. Examines the impressive growth of this industry, largely due to an expanding economy and growing consumer middle class in need of financial services. India's economy is growing at a rate of 8%, with banking assets increasing at a CAGR of 24% from 2001 to 2006, from US$374.4 billion in 2003 to US$616.15 billion in 2006. While public sector banks still dominate India’s banking industry, the private sector is growing, with global players now actively competing with domestic banks.

The country’s middle class accounts for over 320 million people. In correlation with the growth of the economy, rising income levels, increased standard of living, and affordability of banking products are promising factors for continued expansion.

The Indian banking Industry is in the middle of an IT revolution, focusing on the expansion of retail and rural banking. Players are becoming increasingly customer-centric in their approach, which has resulted in innovative methods of offering new banking products and services. Banks are now realizing the importance of being a big player and are beginning to focus their attention on mergers and acquisitions to take advantage of economies of scale.

“Indian banking industry assets are expected to reach US$1 trillion by 2012 and are poised to receive a greater infusion of foreign capital. “The banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players."

1.3 Past and future growth of the industry

The changes staring in the face of bankers relates to the fundamental way of banking-which is going through rapid transformation in the world of today. Adjust, adapt and change should be the key mantra. The major challenge faced by banks today is the ever rising customer expectation as well as risk management and maintaining growth rate. Following are the results of the biggest challenge faced by the banking industry as declared by financial institutions (on a mode scale of 1 to 7 with 1 being the biggest challenge).

A majority of the financial analysis, almost 69% of them, felt that the Indian banking Industrywas in a very good to excellent shape, with a further 25% feeling it was in good shape andonly 6% of the financial analysis feeling that the performance of the industry was just average. Infact, an overwhelming majority (93.33%) of the respondents felt that the banking industrycompared with the best of the sectors of the economy, including pharmaceuticals,infrastructure, Most of the respondents were positive with regard to the growth rate (Fig. 1) attainable by the Indian banking industry for the year 2009-10 and 2014-15, with 53.33% of the view that growth would be between 15-20% for the year 2009-10 and greater than 20% for 2014-15.

A progressively growing balance sheet, higher pace of credit expansion, expanding profitability and productivity akin to banks in developed markets, lower incidence of nonperforming assets and focus on financial inclusion have contributed to making Indian banking vibrant and strong. Indian banks have begun to revise their growth approach and re-evaluate the prospects on hand to keep the economy rolling. The way forward for the Indian banks is to innovate to take advantage of the new business opportunities and at the same time ensure continuous assessment of risks.

1.4 Analysis of the industry based on Porter’s 5 forces model

The nature of competition in the industry in large part determines the content of strategy,

especially business level strategy .based it is on the fundamental economics of the industry,

the very profit potential of an industry is determine by competition interaction. Where these

interactions are intense, profit tends to be whittled away by the activities of competing.

Bargaining power of suppliers is very low

Nature of suppliers Few alternatives RBI rules and

regulations Suppliers are not

concentrated

Threat of competitors

Large no of banks High market growth

rate Low switching costs Undifferentiated

services High fixed cost

Barriers to entry

Product differentiation very difficult

Licensing requirement

Threat of substitute

Non banking financial sector increasing rapidly

Deposits in posts

Stock Market

Bargaining power of consumer very high

Large no. of alternatives Low switching costs Undifferentiated

services Full information about

the market

Company Profile

1.1 Background and inception of the company

HDFC Bank Ltd. is a major Indian financial services company based in India, incorporated in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,725 branches and over 4,232 ATMs, in 779 cities in India, and all branches of the bank are linked on an online real-time basis. As of 30 September 2008 the bank had total assets of Rs.1006.82 billion. For the fiscal year 2008-09, the bank has reported net profit of 2,244.9 crore (US$498.37 million), up 41% from the previous fiscal.

HDFC Bank was incorporated in 1994 by Housing Development Finance Corporation Limited (HDFC), India's largest housing finance company. It was among the first companies to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. The Bank started operations as a scheduled commercial bank in January 1995 under the RBI's liberalisation policies.

Times Bank Limited (owned by Bennett, Coleman & Co. / Times Group) was merged with HDFC Bank Ltd., in 2000. This was the first merger of two private banks in India. Shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times Bank.

In 2008 HDFC Bank acquired Centurion Bank of Punjab taking its total branches to more than 1,000. The amalgamated bank emerged with a base of about Rs. 1,22,000 crore and net advances of about Rs.89,000 crore. The balance sheet size of the combined entity is more than Rs. 1,63,000 crore.

1.2 Nature of the business

HDFC Bank deals with three key business segments. - Wholesale Banking Services, Retail Banking Services, Treasury. It has entered the banking consortia of over 50 corporates for providing working capital finance, trade services, corporate finance and merchant banking. It is also providing sophisticated product structures in areas of foreign exchange and derivatives, money markets and debt trading and equity research

Wholesale banking services

Blue-chip manufacturing companies in the Indian corp to small & mid-sized corporates and agri-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 for its to corporate customers, mutual funds, stock exchange members and banks.

Retail banking services

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. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the Mastercard Maestro debit card as well. The Bank launched its credit card business in late 2001. By March 2009, the bank had a total card base (debit and credit cards) of over 13 million. The Bank is also one of the leading players in the “merchant acquiring” business with over 70,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments. The Bank is well positioned as a leader in various net based B2C opportunities including a wide range of internet banking services for Fixed Deposits, Loans, Bill Payments.

Treasury

Within this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local Currency Money Market & Debt Securities, and Equities. These services 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. this is all about HDFC.

1.3 Vision, Mission and Quality Policy

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking ourselves against international standards and best practices in terms of product offerings, technology, service levels, risk management and audit & compliance. The objective is to build sound customer franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments, and to achieve a healthy growth in profitability, consistent with the Bank's risk appetite. We are committed to do this while ensuring the highest levels of ethical standards, professional integrity, corporate governance and regulatory compliance.Our business strategy emphasizes the following :

Increase our market share in India’s 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 scaleable systems to deliver more products to more customers and to control operating costs.

Maintain our current high standards for asset quality through disciplined credit risk management.

Develop innovative products and services that attract our targeted customers and

address inefficiencies in the Indian financial sector.

Continue to develop products and services that reduce our cost of funds.

Focus on high earnings growth with low volatility.

Quality policy:

Security: The bank provides long term financial security to their policy. The bank does this by offering life insurance and pension products.

Trust: The bank appreciates the trust placed by their policy holders in the bank. Hence, it will aim to manage their investments very carefully and live up to this trust.

Innovation: Recognizing the different needs of our customers, the bank offers a range of innovative products to meet these needs.

1.5 Product/Services Profile

PERSONAL BANKING SERVICES

A. Accounts & Deposits Savings Account

Regular Savings Account Savings Plus Account Savings Max Account Senior Citizens Account No Frills Account Institutional Savings Account Payroll Salary Account Classic Salary Account Regular Salary Account Premium Salary Account Defence Salary Account Kid's Advantage Account Pension Saving Bank Account Family Savings Account Kisan No Frills Savings Account Kisan Club Savings Account

Current Account

Plus Current Account Trade Current Account Premium Current Account Regular Current Account Apex Current Account Max Current Account Reimbursement Current Account

Fixed Deposit Regular Fixed Deposit Super Saver Account Sweep-in Account

Recurring DepositDemat AccountSafe Deposit Locker

B. Loans Personal Loans Home Loans Two Wheeler Loans New Car Loans Used Car Loans Overdraft against Car Express Loans Loan against Securities Loan against Property Commercial Vehicle Finance Working Capital Finance Construction Equipment Finance

C. Investments & Insurance Mutual Funds Insurance Bonds Financial Planning Knowledge Centre Equities & Derivatives Mudra Gold Bar

D. Forex Services Trade Finance Traveler’s Cheques Foreign Currency Cash Foreign Currency Drafts Foreign Currency Cheque Deposits

Foreign Currency Remittances Forex Plus Card

E. Payment Services Net Safe Prepaid Refill Bill Pay Direct Pay Visa Money Transfer E-Monies Electronic Funds Transfer Excise & Service Tax Payment

F. Access Your Bank - One View Insta Alerts Mobile Banking ATM Phone Banking Branch Network

G. Cards Silver Credit Card Gold Credit Card Woman's Gold Credit Card Platinum plus Credit Card Titanium Credit Card Value plus Credit Card Health plus Credit Card HDFC Bank Idea Silver Card

HDFC Bank Idea Gold Card

2. WHOLESALE BANKING SERVICES Funded Services Non Funded Services Value Added Services Internet Banking Clearing Sub-Membership RTGS – sub membership Fund Transfer ATM Tie-ups Corporate Salary a/c Tax Collection Financial Institutions Mutual Funds Stock Brokers

Insurance Companies Commodities Business Trusts

3. NRI BANKING SERVICES Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians Payment Services Net Safe Bill Pay Insta Pay Direct Pay Visa Money Online Donation Remittances

1.6 Area of Operation – Global/National/Regional

HDFC Bank Branches Globally

HDFC Bank Branches Nationally

1.7Ownership Pattern

Shareholding pattern - HDFC Bank Ltd.

U.S.

183

Japan

102

CHINA

84

SPAIN

41

SWITZERLAND

37

RUSSIA

30

TAIWAN

30

779 CITIES IN

INDIA

1725 Branches

4232

ATMs

Holder's Name No of Shares % Share HoldingPromoters 108643220 23.40%Foreign Institutions 136392436 29.37%GeneralPublic 42543842 9.16%OtherCompanies 39500903 8.51%FinancialInstitutions 32472263 6.99%NBanksMutualFunds 17957910 3.87%ForeignOcb 3766074 0.81%ForeignNRI 1920985 0.41%ForeignIndustries 3509 0.00%

1.8 Organization Structure

M. D.

ADITYA PURI

Chairman

C.Vasudev

Director

Renu karnad

Legal Secretary

Sanjay Dongre

Capital, Comodity & Business

P.V. Ananthkrishna

Audit, Compliance, Vigilance

G. Subramaniam

Human Resources

Mandeep Maitra

Wholesale Credit & Market Risk

Kaizad Bharucha

1.8 Competitors’ Information

Particulars Revenue No. of Branches

No. of employees

No. of ATMs

HDFC Bank 3,032 crore 1,725 51,888 4,232 ATMs

Director

Renu karnad

Wholesale Credit & Market Risk

Kaizad Bharucha

LtdICICI Bank Ltd.

4,843.41 crore 2,016 74,056 5,219

Axis Bank Ltd.

550 million 1281 21,640 5303

ING Vyasya Bank Ltd.

Rs. 2,422 millions. 491 6,500 377

1.9 Financial results for past 3 years

Financial results for the quarter and nine months ended December 31, 2010

1.10 Company’s strategic plan for the future

Private sector bank HDFC Bank aims to ride the growth opportunities thrown up by the increasing affluence of rural India to grow at a faster pace than the industry average over the next few years. The bank will also focus on organic growth, having completed the acquisition of Centurion Bank of Punjab (CBoP) a couple of years ago, which has given it a strong pan-India footprint. There is a tremendous opportunity in rural India with the country’s GDP poised to grow at 8 per cent-plus over the next few years, HDFC Bank is well-positioned to tap this opportunity for rapid growth. India is growing rapidly —— there are agricultural reforms taking place, supply-chains are being developed and improved, per capita income is increasing and ancillary units are growing around manufacturing. All this makes HDFC Bank optimistic about the financial sector growth going forward. The bank constantly innovates and comes up with new offerings, he said, citing the example of its loans against gold jewellery facility. Now HDFC Bank give loans against gold jewellery, which helps us tap business from small shop—keepers, small businesses and others in rural areas. This business is a good one in the interiors of the country. HDFC Bank’s strategy presently is to grow organically and they have the ability to achieve our future growth targets organically. Besides, it has laid a great deal of emphasis on asset quality —— it has never been in distress and our NPA levels are very low. On fund—raising, HDFC Bank is not on the immediate horizon. They have a capital adequacy ratio of over 16 per cent —— there is no need for us to raise funds immediately.

1.11 SWOT analysis of the company

Strengths: -

1. Right strategy for the right products.2. Superior customer service vs. competitors.3. Great Brand Image.4. Products have required accreditation.5. High degree of customer satisfaction.6. Good place to work7. Lower response time with efficient and effective service.8. Dedicated workforce aiming at making a long-term career in the field.

Weakness: –

1. Some gaps in range for certain sectors.2. Customer service staff needs training.3. Processes and systems, etc4. Management cover insufficient.5. Sectoral 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. New specialist applications.4. Could seek better customer deals.5. Fast-track career development opportunities on an industry-wide basis.6. An applied research center to create opportunities for developing techniques to provide

added-value services.

Threats: -

1. Legislation could impact.2. Great risk involved3. Very high competition prevailing in the industry.4. Vulnerable to reactive attack by major competitors.5. Lack of infrastructure in rural areas could constrain investment.6. High volume/low cost market is intensely competitive.

Background of the research project

The research project is on HDFC Account opening customers. How many customers of the HDFC Bank are really satisfied? Banking operations are becoming increasingly customer dictated. The demand for 'banking supermalls' offering one-stop integrated financial services is well on the rise. The ability of banks to offer clients access to several markets for different classes of financial instruments has become a valuable competitive edge. Convergence in the industry to cater to the changing demographic expectations is now more than evident. Bancassurance and other forms of cross selling and strategic alliances will soon alter the business dynamics of banks and fuel the process of consolidation for increased scope of business and revenue. The thrust on farm sector, health sector and services offers several investment linkages. In short, the domestic economy is an increasing pie which offers extensive economies of scale that only large banks will be in a position to tap.With the phenomenal increase in the country's population and the increased demand for banking services; speed, service quality and customer satisfaction are going to be key differentiators for each bank's future success.

1.1 Genesis of the project

I have chosen this project to find out the reason because of which HDFC Bank customers are shifting from this bank. I have worked with HDFC Bank as a Customer Support Executive for selling CASA product, where I was meeting existing HDFC customers most of the time and they were giving me feedback about HDFC Banks bad services. That made me to think me to work on it. How organization can retain existing coustomer for longer duration.

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. This vital information will help us to build satisfaction amongst the HDFC customers and customer loyalty in the long run which is an integral part of any business. The customer's requirements must be translated and quantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction.

1.2 Objective(s) of the Study and/or Hypotheses

1.1 The problem statementsThis Satisfaction survey among HDFC customers was to find out why customers of HDFC Bank are not satisfied. What are their needs ? what kind of problem Customers are facing? The company must gain confidence of the customers and provide services par excellence. Therefore, undertaking the project helps in assessing the customer care level of HDFC BANK. The study is applied descriptive as well as diagnostic in nature. It also tends to find the customer view about important aspects of the services. At the same time it was intended to find the customer view about the product and the quality of service improvement. In short this problem can be defined as: “Are customers satisfied with the services at HDFC?” In today’s era of cutthroat competition, it is of an uttermost importance to gain a cutting edge over the competition, and develop a large market share. This is only possible if there is a large customer base for the company.

1.2 The research objectivesa)To evaluate the perception level of the account holders towards HDFC Bankb) To study the importance of customer relationship.c) To study the impact of customer relationship management on bank customers.d) To analyze the expectations of banking customers.e) To suggest the banks under study to strengthen the customer relations.f) To analyze the satisfaction level of customers of HDFC Bank on the

following heads:

Working environment Customer care Personal care of the customers Bank timings Overall services Special schemes provided

1.3 Research questions

1. Name

2. Age20-3030-4040<

3. GenderMaleFemale

4. Marital StatusMarried

Single

5. Income Level <Rs.10, 000 Rs.10, 000-Rs.20, 000 >Rs.20, 000

6. How important is it for an employee to greet you with a smile?Very importantSomewhat importantNot so importantNot at all important

7. How important is the size of cheque book to you?Very importantSomewhat importantNot so important

Not at all important

8. How important are the bank timings according to you?Very importantSomewhat importantNot so importantNot at all important

9. How important are the ZERO BALANCE CURRENT ACCOUNT facility provided

by HDFC to you?Very importantSomewhat importantNot so importantNot at all important

10. What is your level of satisfaction with respect to the transaction timing of thebank?Highly satisfied

SatisfiedNeutralDissatisfiedHighly dissatisfied

11. What is your level of satisfaction with respect to customer care measuresundertaken by the bank?Highly satisfiedSatisfiedNeutralDissatisfiedHighly dissatisfied

12. What is your level of satisfaction with respect to the quality of overall serviceprovided by the bank?Highly satisfiedSatisfied

NeutralDissatisfiedHighly dissatisfied

13. What is your level of satisfaction with respect to special schemes offered by thebank?Highly satisfiedSatisfiedNeutralDissatisfiedHighly dissatisfied

14. What is your level of satisfaction with respect to the response time for grievance

handling?

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

15. What is your level of satisfaction with respect to the cheque book facility providedby the bank?Highly satisfiedSatisfiedNeutralDissatisfiedHighly dissatisfied

16. What is your level of satisfaction with respect to flexibility of operation?Highly satisfiedSatisfiedNeutralDissatisfied

Highly dissatisfied

1.4 Significance of the Study

Customer Loyalty: Understand the magic – what they like about you and what they dislike. Knowing what keeps them coming back over and over again is the secret to your success. Loyalty is the magic when they start talking about you and referring you to others.

Customer satisfaction: Satisfied customers are those who do not have outstanding negative issues concerning you on their mind. This doesn’t mean everything has always been perfect. Sometimes things may not have gone all right. In all such situations you gave your customers a chance to talk to you. Sympathetic listening to customers is essential. Online surveys provide a way where customers get a chance to get their side of the story out without being interrupted. A second essential is follow-through. Proper tools of analysis will help you segment your customers into different categories based on what you need to do in return.

Effective Communication: By inviting customers to talk to you and through careful design of your survey you can effectively inform your customers about things they may not know or remind them of important changes or innovations in your organization. This is clever because customers will read your survey more carefully than most other communication you send them.

Spotting Trends: Beyond understanding the drivers behind loyalty and satisfaction of your customers, you can benefit from the wisdom of the masses by asking them for their ideas and spotting patterns in their feedback. Spotting such trends ahead of competition could offer you a significant advantage.

Research methodologyResearch methodology is a systematic way, which consists of series of action steps, necessary to effectively carry out research and the desired sequencing to these steps. The marketing research is a process of involves a no. of inter-related activities, which overlap and do rigidly follow a particular sequence.

1.1 Research DesignPrimary data are data’s, which are original in nature, and are collected by the researcher. The method used to collect the primary data was Survey Method. The survey method included a structured questionnaire that was given to the respondent.

Primary data: Primary data are data’s, which are original in nature, and are collected by the researcher. The method used to collect the primary data was Survey Method. The survey method included a structured questionnaire that was given to the respondent. In the primary data I have made the questionnaire for collecting information from HDFC Bank customers for knowing their satisfaction towards the services of HDFC Bank. In this questionnaire multiple questions have been made to know about their preferences towards HDFC Bank. This survey is been conducted among 200 existing HDFC customers at multiple places at Bangalore. This survey mainly for the account opening customers. In Current Account and Saving Account people expect more services. The research I have conducted in Bangalore where corporate customers expect more services.

1.2 Data Collection Procedures

The data collected from respondents through questionnaire are organized, coded, processed and tabulated in order to create graphs and charts to make the project understandable. Chi Square Test is performed on the inferred data to arrive at a statistical conclusion.

Calculations have been done for interpretation such as percentages, averages. Collection of data have been done at various places in Bangalore. Questionnaire is been asked to different age group people. Data collection is done on different verities of account opening products.

1.3 Instrumentation

The instrument which is been used for this survey is questionnaire method. Where different questions have been asked to different age group people. Those age groups are 20 to 30 years, 30 to 40 years, and more than 40 years of respondent. Those age group is devided on the basis of gender. Because for financial decision individual personality is considered important. Respondents is been asked what are their monthly household income, so that on the basis of their income we can find out the number of

respondents preference towards financial decisions. These questions is been made to ask the services provided by the HDFC Bank is up to the mark or not. Present customers of HDFC Bank are getting attention when they entered inside the bank or they have been treated well. Few of them are open ended question and closed ended questions.

1.4 Sampling Design including justification of sample size

Sample Unit

The satisfaction survey among HDFC Banks customers had been done around J.P Nagar area. For the sample designing the sample unit have been taken HDFC Banks Customer to find out satisfaction level of HDFC customers. Sample unit taken HDFC Customers for exact result, if sample unit selected as a common people then it will be difficult to get desired result. Respondents also not perform to the researchers. This sample unit is related with all those customers of different product customers but the survey is mainly for HDFC Bank customers.

Sample size The sample size for the survey would be 200 HDFC Customers where from overall customers. This size will represent other customers for getting the result. This survey was conducted different areas of Bangalore places where more crowd was available. A sample is called simple random sample if each unit of the population has an equal chance of being selected for the sample. Whenever a unit is selected for the sample, the units of the population are equally likely to be selected. It must be noted that the probability of selecting the first element is not to be compared with the probability of selecting the second unit. When the first unit is selected, all the units of the population have the equal chance of selection

1.5 Procedure / tools of Data AnalysisThe tool used for data collection is Primarily “Questionnaire method”. Thequestions contained:

Open- Ended QuestionsWhere the respondent was given a chance to reply or give suggestions to the Company. This included Free Responses questions where the respondents were given the freedom to give suggestions.Close - Ended QuestionsWhere the respondent was given a lesser chance to reply. This includes multiple Choice Questions where the respondents were given a number of alternatives.ScalesRespondents were given a scale whose positions range from “Highly Satisfied” to “Highly Dissatisfied”

Literature survey

Successful customer satisfaction surveys maximize the retention of current customers, and help enterprises to better position themselves among prospective clients. However, customer satisfaction surveys that do not uncover customer perceptions or needs, improve customer loyalty, or help the enterprise to make improvements are essentially useless. To develop successful customer satisfaction surveys, executives and staffs should learn how to plan, design, implement, and manage survey questions that lend themselves to effective trend analysis. This will help ensure that customers are completely satisfied with enterprise offerings and/or support, and identify areas of potential improvement.

Instruments: Provide an overview and description of each instrument or measure. When describing your instruments, remember to review issues such as the number of questions, length of administration, readability and scoring. You can rely on the instrument's manual and early normative articles to obtain a lot of this information. After you describe the instrument, you will then need to review the reliability (e.g. alpha coefficients, inter-rater reliability, test retest reliability, split half reliability) and validity of the instrument (content validity, external validity and discriminate validity). Remember to clearly label and review all of these components in the text for all your instruments or measures.

Questionnaire: A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Although they are

often designed for statistical analysis of the responses, this is not always the case. Questionnaires are also sharply limited by the fact that respondents must be able to read the questions and respond to them. Thus, for some demographic groups conducting a survey by questionnaire may not be practical.

Research: Research can be defined as the search for knowledge, or as any systematic investigation, with an open mind, to establish novel facts, usually using a scientific method. The primary purpose for basic research (as opposed to applied research) is discovering, interpreting, and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe.

Research designs: Research designs are concerned with turning the research question into a testing project. The best design depends on your research questions. Every design has its positive and negative sides.

Data analysis and findings

1.1 Data and information in suitable form

Name Phone Occupation Age

1 A K Vyas 9901990404 Employee 232 A. VASU 9448217610 Employee 223 Abraham Cherian 9741541815 Employee 384 Adil Ahmed Shariff 9880284969 Businessman 445 agnel 9008756400 Student 206 Amit Aggarwal 9945615788 Businessman 247 ANANDTEERTH.JOSHI 9731822882 Employee 338 ansarulla khan 9611524623 Employee 319 Arindam Sengupta 9845267753 Employee 30

10 arshad ali 9739326572 Businessman 3211 Arun Gupta 9900328963 Employee 2212 Ashok. G. Patil 9611102029 Employee 2613 B V Ranganatham 9880204803 Businessman 4214 B.GAJENDRA SINGH 9632022997 Businessman 3215 B.S. Sathyanarayana Rao 9448475855 Businessman 3516 baraneetharan 9944394267 Employee 2317 Bharat Dadlani 9880485023 Employee 2118 Brunda 9945977022 Employee 2019 C Raghunath 9480514656 Employee 2520 Chaitanya T. Bhandary 9845338722 Businessman 2821 Channa Ghosh 9740019539 Businessman 2922 chethana v ramaiah 9901617737 Businessman 3623 Chiranji lal 9886834992 Employee 3224 chitra 9916824814 Businessman 3325 Christine DCruz 9900302821 Employee 3126 D.K.Janarrdhan 9952531317 Businessman 2227 Dattatraya Bhat 9448223426 Businessman 5128 Dr.C.Palanisamy 9632333550 Businessman 4429 Godfrey J Lawrence 9739806531 Businessman 4130 Gowri 9880548428 Employee 2631 H. R. DINESH 9845118927 Employee 25

32 H.P.ARUNKUMAR

Not a valid number Employee 28

33 Harikrishnan 9739906496 Employee 3134 Harini 9886671497 Businessman 2235 Hemanth Reddy 9242238773 Employee 3336 Jagadeesan 9916335426 Businessman 3537 Jaiji Oommen 9901533227 Student 3938 Jayaprakash 9900496849 Businessman 38

39 Jayatheertha. CK 9844004921 Employee 2240 K. SURESH 9880255817 Businessman 2941 K.DEVARAJAN 9480127429 Businessman 2842 keshava murthy k 9739799818 Student 2943 Kiran Kumar.K 9379688469 Employee 36

44KR Shankaranarayana Adiga 9880596681 Businessman 32

45 krishna kumar 9900711224 Employee 3346 L.BHASKAR 9611766077 Businessman 3147 LANCY GONSALVES 9343919242 Businessman 2248 Lokaraj. BL 9731955388 Employee 5149 m sasidharan 9590515046 Employee 4450 M.K. Sumitra 9880474497 Employee 4151 M.SRINIVASAN 9343830126 Employee 2652 M.VENKATESH BABU 9902919729 Employee 2553 MADHUSUDHAN 9880926886 Businessman 2854 Manish Bhatia 9845242331 Businessman 2955 maria amal raj 9886754225 Businessman 3656 Milind Soundalge 9742393054 Employee 32

57MOHAMMED SAJID SULTAN 9861931528 Employee 33

58 Mohit Anand 9899212222 Employee 3159 Mukul Kumar Saxena PMP 9880053063 Businessman 2260 Munish Parashar 9886444458 Businessman 5161 N. Shekar 9916130183 Employee 4462 N.PARAMASIVAM 9740985133 Student 4163 Naga Prasad.H 9740066183 Businessman 2664 Nagaraj Ramarao 9880701010 Businessman 2565 narasimha Murthy 9448536483 Businessman 4466 Narendra Tiwari 9741160062 Businessman 4267 nirmallya dev mitra 28565298 Employee 3268 nitin 9880589814 Student 2169 Pradeep Goel 9739049971 Student 2570 prasoon 9886098620 Businessman 42

71Pravash Chandra Royghatak 9980018235 Businessman 43

72 R Ranjith Babu 9731396164 Businessman 4573 R.Subramanian 9894416513 Employee 2174 RAJ KUMAR D 9739903952 Student 1975 Rajadurai.R 9791902655 Businessman 39

76RAJANI KANT CHOUDHARY 9480514853 Student 38

77 Rajesh 9880270713 Employee 3578 rama sasemari 9742343936 Employee 2279 Ramachandra Nadagowda 9980528918 Businessman 28

80 Ramakrishna S 9964428554 Student 24

81RAMESH PARTHASARATHY 97339718450 Businessman 44

82 Ravi S 9916139032 Businessman 4683 Ravi Srinivasan 9342331405 Employee 4084 robinsouriar 9742274728 Businessman 5185 Rodrigues D.J 9902922176 Student 2386 S.Manjunath 9245565596 Student 2287 S.Ramanujam 9008065990 Businessman 3888 S.T.Pardha Saradhi 9916293480 Businessman 3689 Sachin Gupta 9945244418 Employee 3390 Shanmugam Dhanakodi 9945006937 Employee 2691 Shirley Wilkins 9880008395 Employee 2692 shridhar G kundri 9740853704 Student 1993 SP 9342287524 Student 2094 Srinivasa Giri B N 9980005029 Student 2295 SRINIVASAN K 9900271371 Businessman 3896 Sudeep Shrivastava 9845192912 Businessman 3997 Suesh B.J. 9980199448 Employee 2398 Sunil 9964230647 Student 2099 Sunil C N 9902261333 Businessman 36

100 syed noor ahamed 9632766778 Student 21

1.2 Analyzed data with graphs & figures

As the competition level in the banking sector is ever increasing, it becomes indispensable for the company (HDFC) to conduct the study on the perception and satisfaction level of its customers. This study will help the company in making its new strategies to satisfy its customer in the ways in which he or she wants to be satisfied and to the company its position in the market. The study on customer satisfaction has the geographical coverage limited to Bannerghatta Road only. This study will help the company to know in detail about the customer perception and their attitude towards the company services and products. The company will gain the feedback from the customer to improve its products and quality of service.

TABLE 1: SHOWING DISTRIBUTION OF AGEAge Group No. of Respondents Percentage

20-30 22 22%30-40 43 43%40 and Above 35 35%Total 100 100%

ANALYSISThe above table shows that 22% of the respondents fall under the age group of 20 – 30 years ,43% of the respondents fall under age group of 30 – 40 years and 35% of the respondents belonging to age group of 40 and above years.

INFERENCEHence it clearly shows that the majority of the respondents fall under the age group of 30 – 40 years i.e. 43%.

TABLE 2: SHOWING DISTRIBUTION OF SEX ORGENDERGender No. of Respondents PercentageFemale 43 43%Male 57 57%Total 100 100%

ANALYSISThe table shows that there are 57% of male respondents and 43% of female respondents

INFERENCEThus the table clearly shows that the majority of the respondents are male i.e. 57%.

Female Male0

10

20

30

40

50

60

No. of Respondents

No. of Respondents

TABLE 3: SHOWING THE DISTRIBUTION OF THEMONTHLY HOUSEHOLD INCOME

Monthly household income No. of Respondents PercentageLess than Rs.10000 0 0Rs. 10000-Rs 20000 23 23%More than Rs. 20000 77 77%Total 100 100%

ANALYSIS

The above table shows that there are no respondents who have a monthly household income of less than Rs 10,000, there are 23% of the respondents who fall under Rs 10,000 – Rs 20,000 household income and 77% fall under the more than Rs 20,000 household income category.

INFERENCE

The table clearly shows that the majority of the respondents have more than Rs 20,000 of monthly household income, that is 77%.

TABLE 4: SHOWING THE IMPORTANCE OF A SMILING EMPLOYEE ACCORDING TO A CUSTOMER.Importance NO. OF RESPONDENTS PercentageVery important 55 55%Somewhat important 20 20%Not so important 20 20%Not at 5 5%

100 100%

ANALYSISAccording to the table 55% of the respondents feel its extremely important for a employee to welcome a customer with a smile,20% respondents think its somewhat important while 20% feel its not so important and 5% think its not at all important.

INFERENCEHence when a customer enters the bank , he looks for a smiling employee to welcome him, its extremely important to him(55% of respondents think its very important).

TABLE 5: SHOWING THE IMPORTANCE OF THE SIZE OF THE CHEQUE BOOK ACCORDING TO THE CUSTOMERS

Importance No. Of respondents PercentageVery important 20 20%Somewhat important 45 45%Not so important 30 30%Not at all important 5 5%Total 100 100%

ANALYSISThe table shows that according to the 20% of the respondents its very important that the cheque book size is appropriate,30% of the respondents think its not so important, 5% of the respondents think its not at all important while 45% of the respondents think its somewhat important.

INFERENCEHence the table clearly shows that the majority of the respondents think its somewhat important for the cheque book size to be appropriate.

TABLE 6: SHOWING THE IMPORTANCE OF THE BANK TIMING ACCORDING TO THE CUSTOMERS.

Importance No.of respondents PercentageVery important 65 65%Somewhat important 20 20%Not so important 15 15%Not at all important 0 0%Total 100 100%

ANALYSISThe above table relates that the 65% of the respondents think its extremely important for the bank timing to be convenient,20% of the respondents think its somewhat important,15% of the respondents think its not so important while none of them think its not at all important.

INFERENCETable number 7 clearly shows that majority of the customers think that its very important that the bank timings are convenient i.e. 65%

TABLE 7: SHOWING THE IMPORTANCE OF THE ( ZERO BALANCE SAVINGS ACCOUNTS ) FACILITY ACCORDING TO THE CUSTOMERSImportance No. Of respondents PercentageVery important 80 80%Somewhat important 20 20%

Not so important 0 2%Not at all important 0 2%Total 100 100%

ANALYSISAccording to the table above none of the respondents think its not at all or not so important that the ZERO BANLANCE CURRENT ACCOUNT SHOULD be provided, while 80% of the respondents think its very important and 20% of the respondents think its somewhat important.

INFERENCEHence the table clearly shows that the majority of the customers think its very important that the ZERO BALANCE SAVINGS ACCOUNT facility should be provided that is 80%.

TABLE 8: SHOWING THE IMPORTANCE OF TRANSACTION TIMING IN HDFC BANK ACCORDING TO CUSTOMRES

Varaibles Respondents PercentageHighly satisfied 10 10%Satisfied 62 62%Neutral 23 23%Dissatisfied 5 5%Highly dissatisfied 0 0%Total 100 100%

ANALYSISFrom the above table , it can be analyzed that out of 100 respondents 10% only are highly satisfied with the Transaction timing of the Bank , 62% of them are satisfied , 23% of them are on the neutral side . Moreover 5% of them are dissatisfied and none are highly dissatisfied.

INFERENCETherefore, it can be inferred that almost 5% of the respondents are not happy with the time taken for transaction . This indicates that the customers are not satisfied with the speed of the transaction .

TABLE 9: SHOWING THE IMPORTANCE OF CUSTOMER CARE IN HDFC BANK ACCORDING TO CUSTOMRESVaraibles Respondents PercentageHighly satisfied 12 12%Satisfied 63 63%Neutral 21 21%Dissatisfied 4 4%Highly dissatisfied 0 0%Total 100 100%

ANALYSISThe above table shows that out of 100 respondents 12% are highly satisfied with the Customer Care of the HDFC Bank, 63% of them are satisfied and 21% are neutral, moreover 4% of them are dissatisfied and none of them are highly dissatisfied.

INFERENCE In today’s world customer care is one of the most important criteria as it helps the organization to retain their or add market share . Therefore , HDFC should work towards the 4% dissatisfied customers either by training the employees or making the procedure customer friendly.

TABLE 10: SHOWING THE IMPORTANCE OF HDFC BANK SERVICE ACCORDING TO CUSTOMRES.Varaibles Respondents PercentageExceptionaly satisfied 54 54%Satisfied 40 40%Neutral 6 6%Total 100 100%

ANALYSISThe above table shows that out of 100 respondents 54% are exceptionaly satisfied with the Service of the HDFC Bank, 40% of them are satisfied and 6% are neutral.

INFERENCEIn today’s world Bank Service is one of the most important criteria as it helps the organization to retain their or add market share . Therefore , HDFC should work towards the 6% neutral customers either by training the employees or making the procedure customer friendly.

Conclusions and recommendations

CONCLUSIONHence, I conclude by understanding that marketing concepts is essentially about the few things which contribute to the banks success:

The bank cannot exist without customer. The purpose of a bank is to create, win and keep a customer. The customer is and should be the central focus of everything the bankdoes. · Ultimate aim of a bank is to deliver satisfaction to the customers. Customer satisfaction is affected by the performance of all the personnel of the bank.

It is also a way of organizing the bank. The starting point for the organizational design should be the customer and the bank should ensure that the services are performed and delivered in the most effective way. Service facility should also be designed for customer convenience.

RECOMMENDATIONS The environment of the bank can be made more customers friendly and the working of

the bank should be more organized and efficient by training the employees of the bank. Improving customer care facilities by providing 24 hours banking facilities more

effective. More number of CURRENT ACCOUNTS With different features are looked forward

from public Proper and general insturuction about the maintenance and working of current account

and its benefits should be made clearer. The banking hours should be more customers friendly it should close little later in the

evening. The banking process needs to be more systematic so that the transaction time can be

reduced. There should be more branches especially in smaller towns and cities . Special schemes should be provided for smaller retail shops as well new package of

offers and discounts should be provided for high network peopleand senior citizens .

Learning experienceI went through a good learning practice in my HDFC Bank for the past five months which has developed me to heights of understanding the customers mind as well their taste and preferences in the field of services sector. The uncertain world or market structure existing in India has very typical way of expectation when it comes to private bank and the banks have realized their needs and desires and working towards satisfying their requirements and my bank is also in its run for customer satisfaction The working environment was excellent which enabled me to learn the products and services features as well as the internal aspects of management level in my bank.This project has opened up the new window of learning, which enables me into the clear understanding of corporate world The proper understanding of customers is must when it comes to service industry and that exactly what I went through in this period of management training period.

I have worked with HUL in water section as a intern for 45 days at BTM water zone for selling water purifiers. I was doing activity with kiosk and cold call by which I had to generate leads and convert those leads into Sale apart from this HDFC Bank taught the basic knowledge about Sales.