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8/12/2019 Summer Project of Hdfc Bank
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OBJECTIVES:
Study of products and services offered to customers.
Analysis of Consumer Satisfaction level with context to the services provided
during the service and post service.
To evaluate the customer client relationship.
Ascertaining the behavior and perception of the existing customers towards
products/ services in banking.
Identifying the most profitable and least profitable customer (Banding)
To identify and study the various ways of ensuring customer satisfaction adopted
by HDFC bank.
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CHAPTER 2
INTRODUCTION TO THE TOPIC
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CUSTOMER SATISFACTION:
Customer satisfaction , a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
Concept of customer satisfaction:
Because the concept of customer satisfaction is new to many companies, it's important to be
clear on exactly what's meant by the term.
Customer satisfaction is the state of mind that customers have about a company when their
expectations have been met or exceeded over the lifetime of the product or service. The
achievement of customer satisfaction leads to company loyalty and product repurchase. There
are some important implications of this definition:
Customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and
will require sampling and statistical analysis.
Customer satisfaction measurement must be undertaken with an understanding of the gap
between customer expectations and attribute performance perceptions.
There should be some connection between customer satisfaction measurement and bottom-line results.
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"Satisfaction" itself can refer to a number of different facts of the relationship with a
customer. For example, it can refer to any or all of the following:
Satisfaction with the quality of a particular product or service
Satisfaction with an ongoing business relationship
Satisfaction with the price-performance ratio of a product or service
Satisfaction because a product/service met or exceeded the customer's expectations
Clearly defining and understanding customer satisfaction can help any company identify
opportunities for product and service innovation and serve as the basis for performance appraisal
and reward systems. It can also serve as the basis for a customer satisfaction surveying program
that can ensure that quality improvement efforts are properly focused on issues that are most
important to the customer.
Objectives of a customer satisfaction surveying program :
In addition to a clear statement defining customer satisfaction, any successful surveying program must have a clear set of objectives that, once met, will lead to improved performance.
The most basic objectives that should be met by any surveying program include the following:
Understanding the expectations and requirements of all your customers
Determining how well your company and its competitors are satisfying these expectations and
requirements
Developing service and/or product standards based on your findings
Examining trends over time in order to take action on a timely basis
Establishing priorities and standards to judge how well you've met these goals
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Before an appropriate customer satisfaction surveying program can be designed, the following
basic questions must be clearly answered:
How will the information we gather be used?
How will this information allow us to take action inside the organization?
How should we use this information to keep our customers and find new ones?
WHY CUSTOMER SATISFACTION IS NECESSARY
In today's time banking sector is increasing in a fast manner. Therefore I want to survey on bank that will help me to know whether customer are
satisfied with banking service or not.
By talking to the people it was found out that now a days people are focusing more on
private bank rather than government bank.
HDFC bank is growing more in customer satisfaction in comparison to other bank
because of its good services.
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Understanding differing customer attitudes :
The most basic objective of a customer satisfaction surveying program is to generate valid and
consistent customer feedback (i.e., to receive the voice of the customer, which can then be used
to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers).
As it's determined what needs to be measured and how the data relate to loyalty and repurchase,
it becomes important to examine the mind-set of customers the instant they are required to make
a pre-purchase (or repurchase) decision or a recommendation decision. Surveying these decisions
leads to measures of customer loyalty. In general, the customer's pre-purchase mind-set will fall
into one of three categories--rejection (will avoid purchasing if at all possible), acceptance
(satisfied, but will shop for a better deal), and/or preference (delighted and may even purchase at
a higher price).
This highly subjective system that customers themselves apply to their decisions is based
primarily on input from two sources:
The customers' own experiences--each time they experience a product or service, deciding
whether that experience is great, neutral or terrible. These are known as "moments of truth."
The experiences of other customers--each time they hear something about a company,
whether it's great, neutral or terrible. This is known as "word-of-mouth."
There is obviously a strong connection between these two inputs. An exceptional experience
leads to strong word-of-mouth recommendations. Strong recommendations influence the
experience of the customer, and many successful companies have capitalized on that link.
While surveying customer satisfaction I make the connection between the survey response and
the customer's attitude or mind-set regarding loyalty? Research conducted by both corporate and
academic researchers shows a relationship between survey measurements and the degree of
preference or rejection that a customer might have accumulated. When the customer is asked a
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customer satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an
accumulation of all past experiences and exposures that can be indicated as a score from 1 (very
dissatisfied) to 5 (very satisfied). It can also be captured with other response formats with an odd
number of choices (e.g., 1 to 3 or 1 to 7) to allow for a neutral response.
Obviously, the goal of every company should be to develop customers with a preference
attitude (i.e., we all want the coveted preferred vendor status such that the customer, when
given a choice, will choose our company), but it takes continuous customer experience
management, which means customer satisfaction measurement, to get there--and even
more effort to stay there
Benefits of customer satisfaction:
The importance of customer satisfaction and support is increasingly becoming a vital business
issue as organization realize the benefits of Customer Relationship Management (CRM) for
providing effective customer service. Professionals working within customer-focused business or
those running call centers or help desks, need to keep informed about the latest customer
satisfaction techniques for running a valuable customer service function. From small customer
service departments to large call centers, the importance of developing a valued relationship withcustomers using CRM is essential to support customer and long-term business growth.
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CHAPTER 3
COMPANY PROFILE
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HDFC BANK
The Housing Development Finance Corporation Limited (HDFC) was amongst the first toreceive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India .
HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.HDFC
Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of
becoming a World-class Indian bank.
HDFC bank
s business philosophy is based on our four core values -1.Customer Focus,
2. Operational Excellence,
3. Product Leadership
4. People.
They believe that the ultimate identity and success of their bank will reside in the exceptional
quality of people and their extraordinary efforts. They are committed to hiring, developing,
motivating and retaining the best people in the industry.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance.
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Mission and vision of HDFC BANK
MISSION STATEMENT OF HDFC BANK
audit & compliance
VISION STATEMENT OF HDFC BANK
The HDFC Bank is committed to maintain the highest level of ethical standards,
professional integrity and regulatory compliance.
The objective of the HDFC Bank is to provide its target market customers a full
range of financial products and banking services, giving the customer a one-step
window for all his/her requirements. The HDFC Bank plus and the investment
advisory services programs have been designed keeping in mind needs of
customers who seeks distinct financial solutions, information and advice on
various investment avenues.
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BUSINESS STRATEGY
expanding banking .
management .
inefficiencies in the Indian financial sector.
DISTRIBUTION NETWORK
HDFC is India's largest mortgage company based in Mumbai, India. HDFC's
Distribution network spans 318 outlets that include 77 offices of HDFC's
distribution company 'HDFC Sales Private Limited'.
In addition, HDFC covers over 90 locations through its out reach programmes. HDFC's
marketing efforts continue to be concentrated on developing a stronger
distribution network. Home loans are also sourced through HDFC Sales,
HDFC Bank Limited and other third party Direct Selling Agents (DSA).To cater to non-resident
Indians, HDFC has an office in London, Singapore,
and Dubai and service associates in GCC countries.The Bank also has a network of about over
2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be
accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus
and American Express Credit/Charge cardholders.
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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.
INTEGRITY
CUSTOMER CENTRIC
PEOPLE CARE ONE FOR ALL AND ALL FOR ONE
TEAM WORK
JOY AND SIMPLICITY
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AWARDS AND ACHIEVEMENTS
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class IndianBank" . We realised that only a single-minded focus on product quality and service excellencewould help us get there. Today, we are proud to say that we are well on our way towards thatgoal.It is extremely gratifying that our efforts towards providing customer convenience have beenappreciated both nationally and internationally.
2013 AWARDS AND ACHIEVEMENTS
Dun & Bradstreet Bharathi CementCorporate Awards 2012
Corporate Awards 2012
NDTV Profit BusinessLeadership Awards2012
Winner in the banking category
NASSCOM CNBC
TV18 IT InnovationAward
Best IT Driven Innovation in Banking (COMMERCIAL)
The National QualityExcellence Awards
Best Customer Service Result
FE Best Bank Awards HDFC Bank wins in 3 categories at FE Best Bank Awards
Skoch FinancialInclusion Awards 2013
Organisation of the Year
http://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htm8/12/2019 Summer Project of Hdfc Bank
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PRODUCTS OF THE COMPANY
Accoun ts and deposits
Loans
Cards
I nvestment
Insurance
Forex
Premium banking
Pri vate banking
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PRODUCTS AND SERVICES AT A GLANCE
ACCOUNTS & DEPOSITS LOANS INVESTMENTS &INSURANCE
- Regular Savings Account- Savings Plus Account- Savings Max Account- Senior Citizens Account- No Frills Account- Salary Account- Kid's Advantage Account- Pension Saving Bank Account- Family Savings Account- Plus Current Account- Trade Current Account- Premium Current Account- Regular Current Account- Apex Current Account- Max Current Account- Merchant Current Account- Regular Fixed Deposit-Recurring Deposits.- Super Saver Account- Sweep-in Account- HDFC BankImperia/Classic/PreferredBanking
- Personal Loans- Home Loans- Two Wheeler Loans- New Car Loans- Used Car Loans- Overdraft against Car- Express Loans- Loan against Securities- Loan against Property-Loan against Rental Receivables-Health care finance-Tractor Loans- Commercial Vehicle Finance- Working Capital Finance- Construction Equipment Finance
- Mutual Funds- Tax Planning- Insurance- Bonds- Financial Planning- Knowledge Centre- Equities & Derivatives- Mudra Gold Bar- Mudra silver Bar
CARDS
- Credit cards- Debit cards- Prepaid cards
FOREX SERVICES
- Product & Services- Trade services- Forex service Branch Locator- Forex Limits- Forex Plus Card- RBI Guidelines
PAYMENT SERVICES
- Net Safe- Prepaid Refill- Bill Pay- Direct Pay- Visa Money Transfer- E-Monies Electronic FundsTransfer- Excise & Service Tax Payment
ACCESS YOUR ACCOUNTTHROUGH
-NetBanking-Credit card Online-OneView-InstaAlert-MobileBanking-ATM-Phone Banking-Email Statements-Branch Network
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ACCOUNTS AND DEPOSITS
SAVINGS ACCOUNTS
During our project course of time some savings and current account where studied and sell of
accounts where done in detail. Therefore HDFC Bank offers you a power packed Savings
Account with a host of convenient features and banking channels to transact through. So now
you can bank at your convenience, without the stress of waiting in queues like.
Regular saving account
Max saving accountClassic saving account
Preferred saving account
REGULAR SAVING ACCOUNT
An easy-to-operate savings account that allows you to issue cheques, draw
Demand Drafts and withdraw cash. Check up on your balances from the comfort of your home
or office through Net Banking, Phone Banking and Mobile Banking.A minimum deposit of Rs. 10,000/- is required to open an account and thereafter an Average
Quarterly Amount of the same amount has to be maintained. If the balance falls below Rs.
10,000/- a service charge of will be levied per quarter. Withdraw cash from any of the ATM*
centers spread Across the country.
Some key Features and B enefi ts are as un der:
Bank conveniently with facilities like Net Banking and Mobile Banking- check your
account balance, pay utility bills or stop cheque payment, through SMS
Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your
account Shop using your International Debit Card that reflects the actual balance in your
savings account.
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SAVINGS MAX ACCOUNT
Presenting Savings Max account, loaded with maximum benefits to make your banking
experience a pleasure. By maintaining an average quarterly balance of just Rs. 25,000/- you get a
host of premium services from HDFC Bank .
Some key Features and Benefits are as under:
Free cash withdrawal and balance enquiries at all HDFC Bank ATMs and non-HDFC Bank
domestic ATMs
Free lifetime Titanium Royale Debit Card for the primary account holder. A Titanium Royale
Debit Card for any other account holder will be charged at Rs. 250 Free lifetime Woman's Advantage/International Debit Card for all account holders
Free Payable-at-Par cheque book without any usage charges
Free demand drafts on HDFC Bank locations, up to Rs. 1 lakh per day
Self/third party cash deposit/withdrawal at non-home branches of up to Rs 50,000 per day is free.
For an amount higher than Rs 50,000, a charge of Rs. 5 per Rs. 1,000 on the full amount is
applicable
Free lifetime BillPay & InstaAlerts for all account holders
Free monthly account statement
50% off on the locker rental calculated on a pro-rata basis and applicable only for the year of
allotment.
Free folio maintenance charges on Demat account for the first year
Transaction linked discount on AMC for Demat accounts
http://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savingsmax-accounthttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savingsmax-account8/12/2019 Summer Project of Hdfc Bank
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SENIOUR CITIZEN ACCOUNT
Shop with pride with your EasyShop International Debit Card, offered free for life to the primary
account holder. You can spend up to Rs. 40,000 per day at any point of sale (POS).
Enjoy cash withdrawals of up to Rs. 25,000 per day on your debit card at any ATM
I f the fi rst appli cant is a woman and new to the bank, our special f ree Womans Advantage
Debit Card wi th cash wi thdr awals of up to Rs. 25,000 per day and shopping (poin t of sale)
l imit of Rs. 40,000 per day wil l be issued by defaul t
Withdraw cash for free at any banks ATM*
Payable-at-Par (PAP) chequebooks are issued free. With this facility, outstation cheques issued
by you (for clearing) will be treated as local cheques, at any HDFC Bank location. What's more,
there are no usage charges for availing the PAP facility.
Keep a close eye on your account with the monthly account statements offered free OR avail of
free passbook facility at your account branch.
Use third party cash transactions at non-account branches to have your near and dear ones
deposit/withdraw up to Rs. 50,000 per day on your behalf.
Withdrawals above Rs. 50,000 wil l attract a charge of Rs. 5/- per Rs. 1,000 on th e ful l amount.
Use PhoneBanking, MobileBanking, NetBanking and BillPay facility absolutely free for all your
banking needs.
Avail free SMS alerts to know the transactions in your account.Get free Email statements.
National Electronic Funds Transfer (NEFT) facility is available.
Facilities like NetBanking, Phonebanking and MobileBanking check your account balance, pay
utility bills or stop cheque payments all via SMS.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/senior-citizens-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/email-statementshttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/email-statementshttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/senior-citizens-account8/12/2019 Summer Project of Hdfc Bank
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KIDS ADVANTAGE ACCOUNT
Free Education Insurance cover of Rs.1,00,000/- in the event of death of the parent/ guardian
through vehicular accident by road, rail or air to safeguard the future of the child
ATM/International Debit Card will be issued for children between 7-18 years of age in your
child's name with your permission. Your child can withdraw Rs. 2,500 at ATMs and spend Rs.
2,500 at merchant locations per day.
Free cash withdrawals on any other Bank's ATM*
1 free PAP cheque book for your child.
The transactions of your child's account can be monitored with a free quarterly physicalstatement of account or free monthly Email statement of account.
Free NetBanking for you to monitor your child's account.
Bank provide facilities like NetBanking, Phonebanking and MobileBanking check your
account balance, pay utility bills or stop cheque payments all via SMS
SAVING PLUS ACCOUNT
Wide network of branches
Over 7,300 ATMs
Convenient banking with NetBanking and MobileBanking to check your account balance, pay
utility bills or stop cheque payments, through SMS.
Never overspend Shop using your International Debit Card that reflects the actual balance in
your savings account.
Personalised cheques with your name printed on each cheque leaf for enhanced security.
BillPay facility, an instant solution to pay all your regular utility bills. Give instructs for paymentover the phone or through the Internet.
Safe Deposit Locker, Sweep-In and Super Saver facilities with your account.
Free cash withdrawals on any other Bank's ATM*
Free Payable-at-Par chequebook, without any usage charges.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/kids-advantage-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savings-plus-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savings-plus-accounthttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/kids-advantage-account8/12/2019 Summer Project of Hdfc Bank
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Nre saving account
NRE Savings Account lets you transfer your earnings to India conveniently with complete security. You
can repatriate the funds held in the account along with the interest earned at any point of time and youdon't even have to pay tax on the interest amount. With a host of direct banking channels available atyour fingertips, you can stay in complete control of your hard-earned income abroad.
Some key Features and Benefits are as under:
Free transfers & higher interest Transfer funds freely between India and abroad Earn higher interest rates on your account Pay ZERO tax on the interest earned on your NRE Account in India
Accesibility
Withdraw cash easily and shop worldwide with International Debit Card Appoint a mandate to operate your account for you
Managing your account Transfer your funds freely to any place outside India Conduct transactions securely online, 24x7 with NetBanking Pay utility bills - electricity, phone, mobile phone - payment by a simple registration
Other benefits
Get a personalised cheque book Get tax exemptions on interest earned and wealth tax Get your account details in the monthly statements FREE Avail of Safe Deposit Lockers at certain branches Invest in Mutual Funds by linking your NRE Savings Account to our Investment Savings Account
http://www.hdfcbank.com/nri_banking/accounts/savings_accounts/nre_savings_account/nre_savings_account.htmhttp://www.hdfcbank.com/nri_banking/accounts/savings_accounts/nre_savings_account/nre_savings_account.htmhttp://www.hdfcbank.com/nri_banking/accounts/savings_accounts/nre_savings_account/nre_savings_account.htm8/12/2019 Summer Project of Hdfc Bank
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SALARY ACCOUNT
PREMIUM SALARY ACCOUNT
Some key Features and B enefi ts are as un der:
Zero Balance Savings Account.
Free payable at par cheque book @ 25 cheque leaves per quarter.
5 Free transactions per month at Non - HDFC Bank ATMs in India.
Free for life Titanium Debit Card for the primary applicant with cash ATM withdrawal limit of
Rs. 50,000/- per day and POS usage limit of Rs.75,000/- per day.
Free for life add-on International Debit Card for the Second Holder.
Free Personal Accidental Death Cover of Rs. 5 lakhs*.
Anywhere Banking across our extensive Branch and ATM network.
Free Monthly Account Statements (Option of E-Mail Statements).
Free Passbook facility available at home branch for account holders.
Free DDs / MCs up to Rs 25,000 per instrument payable at HDFC Bank branch locations.
Free mobile and e-mail alerts (InstaAlert facility).
Free BillPay (Utility payments).
Free Phonebanking, Mobilebanking and Netbanking facilities.
Electronic Funds Transfer options (NEFT / RTGS) .
http://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/premium-salary-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/premium-salary-account8/12/2019 Summer Project of Hdfc Bank
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REGULAR SALARY ACCOUNT
Some key Features and B enefi ts are as un der:
Zero Balance Savings Account
Free payable at par cheque book @ 25 cheque leaves per quarter
5 Free transactions per month at Non- HDFC Bank ATMs in India
Free for life International Debit Card for the primary applicant with ATM cash withdrawal limit
of Rs 25,000 per day and POS usage limit of Rs.40,000 per day.
Add-on International debit card for secondary holder (Free for the first year)
Free Personal Accidental Death Cover of Rs. 1 lakh*
Anywhere Banking across our extensive Branch and ATM network
Free Quarterly Account Statements
Free Monthly Account statements by e-mail (Optional)
Free Passbook facility available at home branch for account holders
Free DDs /MCs up to Rs. 25,000 per instrument payable at HDFC Bank branch locations
Free e-mail alerts (InstaAlerts Facility)
Free Utility payment facility (BillPay) Free Phonebanking, MobileBanking and NetBanking
Electronic Funds Transfer options (NEFT / RTGS)
http://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/regular-salary-accounthttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/regular-salary-account8/12/2019 Summer Project of Hdfc Bank
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CLASSIC SALARY ACCOUNT
Some key Features and B enefi ts are as un der:
Zero Balance Savings Account
Free regular cheque book @ 25 cheque leaves per quarter
5 Free transactions per month at Non- HDFC Bank ATMs in India
Free lifetime International Debit Card for the primary applicant with an ATM cash withdrawal
limit of Rs. 25,000 per day and POS usage limit of Rs. 40,000 per day.
Free Half Yearly Account Statements
Free Monthly Account statements by e-mail (Optional)
Free Passbook facility available at home branch for account holders.
Free DDs / MCs up to Rs. 25,000 per instrument, payable at HDFC Bank locations
Free e-mail alerts (InstaAlerts Facility)
Free Utility payments facility (BillPay)
Free PhoneBanking, MobileBanking and NetBanking
Electronic Funds Transfer options (NEFT / RTGS)
Bank provide facilities like NetBanking, Phonebanking and MobileBanking check your
account balance, pay utility bills or stop cheque payments all via SMS.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/classic-salary-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways_to_bank/ways-to-bank-details?id=gts8mitqhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways_to_bank/ways-to-bank-details?id=gts8mitqhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/classic-salary-account8/12/2019 Summer Project of Hdfc Bank
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DEFENCE SALARY ACCOUNT
Some key Features and B enefi ts are as un der:
Zero Balance Savings Account
Free transactions at Non HDFC Bank ATMs in India
Free for Life Titanium Debit Card for the Primary Account holder with ATM cash withdrawal
limit of Rs. 50,000/- per day and Point Of Sale usage limit of Rs. 75,000/- per day
Free Add-on International Debit Card for all Secondary account holders
Free Additional ATM Card for Personnel Below Office Rank (PBORs) even for single account
holders Free Family card (Pre-paid card)
Free Personal Accidental Death Cover of Rs. 5 lakhs*
Anywhere Banking across our extensive Branch and ATM network
Free Quarterly Account Statements
Free Monthly Account statements by e-mail (Optional)
Free Passbook facility available at home branch for account holders
Free Unlimited DDs /MCs payable at HDFC Bank branch locations
Free mobile and e-mail alerts (InstaAlerts Facility)
Free utility payment facility (BillPay)
Free PhoneBanking, MobileBanking and NetBanking
Electronic Funds Transfer options (NEFT / RTGS)
http://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-email8/12/2019 Summer Project of Hdfc Bank
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CURRENT ACCOUNT
PREMIUM CURRENT ACCOUNT
Some key Features and B enefi ts are as un der:
Free local and anywhere cheque payments
Free anywhere cheque collection at HDFC Bank location (except Dahej), up to Rs.15 lakhs per
month. Incremental amount to be charged @ Rs.1.50 per Rs.1,000 for a minimum of Rs.25
Free NEFT collections and payments
Free RTGS collection. RTGS payment at Rs.25 per transaction.
Free local and Inter-city account to account funds transfer between HDFC Bank accounts.
Free Demand Drafts above Rs.100,000. Demand drafts up to Rs.50,000 at flat cost of Rs.40 and
Demand Drafts above Rs.50,000 and up to Rs.100,000 at nominal cost of Rs.25. Demand Drafts
can be issued from any HDFC Bank Branch.
Free Pay Orders (PO) above Rs.100,000. Pay Orders up to Rs.50,000 at flat cost of Rs.40
and Pay Orders above Rs.50,000 and up to Rs.100,000 at nominal cost of Rs.25. Pay Orders can
be issued from any HDFC Bank Branch.
100 "At-par" cheque leaves free per month
Register for InstaAlerts and receive updates on your account whenever transactions happen.
You get doorstep banking*, which is convenient, secure and hassle-free. Now, you can enjoy the
benefits of banking right at your doorstep. HDFC Bank will arrange to pick up cash and cheques
and make cash deliveries through a reputed agency.
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REGULAR CURRENT ACCOUNT
Some key Features and B enefi ts are as un der:
Get convenient inter-city banking and free cheque payments anywhere.
Free Collections of funds through RTGS and NEFT
Free Payments through NEFT. Nominal charges for RTGS payments
Transfer funds across cities between HDFC Bank accounts at a nominal charge of Rs.15 per
transactions
Issue free Demand Drafts (DD) / Pay Order for values above Rs.100,000. For Demand Drafts upto Rs.50,000 a charge of Rs.40, Demand Drafts above Rs.50,000 and below Rs.100,000 a charge
of Rs.25 will be levied.
Get a payable-at-par cheque book at a nominal price.
Register for InstaAlerts and receive updates on your account on processing of your transaction.
Enjoy Doorstep Banking* for your convenience and security. Cash and cheque pick-ups and cash
deliveries can be arranged from your doorstep, through a reputed agency.
Get 24-hour PhoneBanking, NetBanking and MobileBanking to check your account balance andtransaction details, find out the status of your cheques or stop cheque payments.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-account8/12/2019 Summer Project of Hdfc Bank
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MAX CURRENT ACCOUNT
Some key Features and B enefi ts are as un der:
Maximum transactional benefits with faster mobilisation of funds.
Average Quarterly Balance of Rs. 5,00,000.
Access to more than 2000 branches.
Faster collection of outstation cheques. No charges for outstation cheque collection at HDFC
Bank Locations.
Free account to account funds transfers between HDFC Bank accounts
Free payment and collection through RTGS and NEFT. Free Demand Drafts & Pay Orders that can be issued from any HDFC Bank branch
Free anywhere cheque collections (through clearing) up to Rs. 3.5 Crores per month within the
HDFC Bank branch network (except Dahej)
Faster collection of outstation cheques through Speed Clearing. Speed Clearing is absolutely free
with your Max Current Account
500 free at - par cheque leaves per month
Free at-par cheque payments across all HDFC Bank locations for any value*
Convenience to withdraw and deposit cash at all HDFC Bank branches*
Combined free limit for cash deposit across all HDFC Bank Branches (Home and non-home
locations) of Rs.60 lacs per month (subject to a maximum monthly free limit of Rs.200 Lacs)*.
Register for InstaAlerts and receive updates on your account whenever transactions take place.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-account8/12/2019 Summer Project of Hdfc Bank
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CHAPTER 4
REVIEW OF LITERATURE
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Parker and Mathew (2001) expressed that there are two basic definitional approaches of the
concept of customer satisfaction. The first approach defines satisfaction as a process and the
second approach defines satisfaction as an outcome of a consumption experience. These two
approaches are complementary, as often one depends on the other.
Customer satisfaction as a process is defined as an evaluation between what was received and
what was expected (Oliver, 1977, 1981; Olson and Dover, 1979; Tse and Wilton, 1988),
emphasizing the perceptual, evaluative and psychological processes that contribute to customer
satisfaction (Vavra, 1997, p. 4).
Customer satisfaction, as a construct, has been fundamental to marketing for over three decades.
As early as 1960, Keith (1960) defined marketing as satisfying the needs and desires of the
consumer. Hunt (1982) reported that by the 1970s, interest in customer satisfaction had increaseto such an extent that over 500 studies were published. This trend continued and by 1992,
Peterson and Wilson estimated the amount of academic and trade articles on customer
satisfaction to be over 15,000.
Several studies have shown that it costs about five times to gain a new customer as it does to
keep an existing customer (Naumann, 1995) and this results into more interest in customer
relationships. Thus, several companies are adopting customer satisfaction as their operational
goal with a carefully designed framework. Hill and Alexander (2000) wrote in their book thatcompanies now have big investment in database marketing, relationship management and
customer planning to move closer to their cus tomers. Jones and Sasser (1995) wrote that
achieving customer satisfaction is the main goal for most service firms today .
Increasing customer satisfaction has been shown to directly affect companies market share,
which leads to improved profits, positive recommendation, lower marketing expenditures
(Reichheld, 1996; Heskett et al., 1997), and greatly impact the corporate image and survival
(Pizam and Ellis, 1999).
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CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
A considerable body of literature exists on consumption, consumer behavior and consumerdecision making process.
Most of the consumer research focused on adopter categories, habits, attitudes and intentions
rather that on actually measuring the satisfaction level with the service
CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the customer and to influence buying
behaviour.
The process can be depicted as follows:-
Need recognition- realization of the difference between the desired and the current
situation that serves as a trigger for entire process.
Search for information.
Pre purchase alternative evaluation.
Consumption(utilization of the procured option)
Post purchase alternative re-evaluation.
Divestment(disposal of the unconsumed product and its remnants)
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COMMON PRACTICES FOLLOWED BY HDFC BANK
Display banking hours (9:30-3:30). Render courteous services. Attend to all customers present in the banking hall at the close of business hours. offer nomination facility to all deposit accounts and all safe eposit locker hirers. Display interest rates for various deposit schemes from time to time. Notify changes in interest rates in advance. Provide details of various deposit schemes/services of the bank. Issue demand drafts, pay orders, etc. Display time norms for various banking transactions. Customer Complaint Register is maintained. Frequent calling on receival of cheques, cheque book, debit card, debit pin.
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CHAPTER 5
RESEACH METHODOLOGY
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REASERCH METHODOLOGY
A descriptive study tries to discover answers to the questions who, what, when, where, and,
sometimes, how. The researcher attempts to describe or define a subject, often by creating a
profile of a group of problems, people, or events.
Such studies may involve the collection of data and the creation of a distribution of the number
of times the researcher observes a single event or characteristic (the research variable), or they
may involve relating the interaction of two or more variables. Organizations that maintain
databases of their employees, customers, and suppliers already have significant data to conduct
descriptive studies using internal information. Yet many firms that have such data files do not
mine them regularly for the decision-making insight they might provide.This descriptive study is
popular in business research because of its versatility across disciplines. In for-profit, not-for-
profit and government organizations, descriptive investigations have a broad appeal to the
administrator and policy analyst for planning, monitoring, and evaluating. In this context, how
questions address issues such as quantity, cost, efficiency, effectiveness, and adequacy.
Descriptive studies may or may not have the potential for drawing powerful inferences. A
descriptive study, however, does not explain why an event has occurred or why the variables
interact the way they do.
SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study, 100
respondents were selected at random. All the 100 respondents were the customers of HDFC
Bank.
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Source of the Study
Primary data:
The primary data will be directly collected from the previous and prospectivecustomers of HDFC BANK LTD.
Survey through Questionnaire, Personal Visits to customers and clients
included in the study in Ghaziabad region.
Responses obtained through teller calling and productive responses are taken
under consideration.
Secondary data: Data will be collected from different Websites, Newsletters, Journals and
Newspapers, present and former employees of HDFC BANK LTD.
By studying the various criterias that places HDFC BANK LTD. among the
top private banks in India.
MEASURING CUSTOMER SATISFACTION:
Organizations need to retain existing customers while targeting non-customers; Measuring
customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also
vary depending on other factors the customer, such as other products against which the customer
can compare the organization's products.
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The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale . The customer is asked to evaluate each statement in terms of their
perception and expectation of performance of the service being measured.
Measuring customer satisfaction is a relatively new concept to many companies that have been
focused exclusively on income statements and balance sheets. Companies now recognize that the
new global economy has changed things forever. Increased competition, crowded markets with
little product differentiation and years of continual sales growth followed by two decades of
flattened sales curves have indicated to today's sharp competitors that their focus must change.
Competitors that are prospering in the new global economy recognize that measuring customer
satisfaction is a key. Only by doing so can they hold on to the customers they have and
understand how to better attract new customers. The competitors who will be successful
recognize that customer satisfaction is a critical strategic weapon that can bring increased market
share and increased profits.
The problem companies face, however, is exactly how to do all of this and do it well. They need
to understand how to quantify measure and track customer satisfaction. Without a clear and
accurate sense of what needs to be measured and how to collect, analyze and use the data as a
strategic weapon to drive the business, no firm can be effective in this new business climate.Plans constructed using customer satisfaction research results can be designed to target
customers and processes that are most able to extend profits.
Too many companies rely on outdated and unreliable measures of customer satisfaction. They
watch sales volume. They listen to sales reps describing their customers' states of mind. They
track and count the frequency of complaints. And they watch aging accounts receivable reports,
recognizing that unhappy customers pay as late as possible--if at all. While these approaches are
not completely without value, they are no substitute for a valid, well-designed customersatisfaction surveying program.
It's no surprise to find that market leaders differ from the rest of the industry in that they're
designed to hear the voice of the customer and achieve customer satisfaction. In these
companies:
http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Sample_survey8/12/2019 Summer Project of Hdfc Bank
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Marketing and sales employees are primarily responsible for designing (with customer input)
customer satisfaction surveying programs, questionnaires and focus groups.
Top management and marketing divisions champion the programs.
Corporate evaluations include not only their own customer satisfaction ratings but also those
of their competitors.
Satisfaction results are made available to all employees.
Customers are informed about changes brought about as the direct result of listening to their
needs.
Internal and external quality measures are often tied together.
Customer satisfaction is incorporated into the strategic focus of the company via the mission
statement.
Stakeholder compensation is tied directly to the customer satisfaction surveying program.
A concentrated effort is made to relate the customer satisfaction measurement results to
internal process metrics.
.WHAT ARE THE TOOLS?
Customer satisfaction can be identified using various methods such as:
pie chart Market research Telephonic interviews Personal visits Warranty records Informal discussions Satisfaction surveys
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LIMITATIONS OF THE STUDY
Although the study was carried out with extreme enthusiasm and careful planning there are
several limitations, which handicapped the research viz,
1.Time Constraints:
The time stipulated for the project to be completed is less and thus there are chances that some
information might have been left out, however due care is taken to include all the relevant
information needed.
2.Sample size:
Due to time constraints the sample size was relatively small and would definitely have been more
representative if I had collected information from more respondents.
3.Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents tend to
give misleading information.
4. Availability:
It was difficult to find respondents as they were busy in their schedule, and collection of data was
very difficult. Therefore, the study had to be carried out based on the availability of respondents.
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CHAPTER 6
DATA ANALYSIS
AND
INTERPRETATION
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2) SHARE OF DIFFERENT TYPES OF ACCOUNT
OPTION NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
SAVING ACCOUNT 25 50%
CURRENT ACCOUNT 5 10%
FIXED DEPOSIT 16 32%
OTHERS 4 8%
TOTAL 50 100
ANALYSIS:
From the above graph it is clear that majority of the respondents are using saving a/c i.e. 50% ,
32% are using FDs, 10% are using current a/c while the remaining use other types of account.
This interprets that in todays scenario people are more focusing in utilizing their money
effectively by taking various savings account in the banks
INTERPRETATION :
This means most of the respondents are having Saving A/Cs which means the bank deposits are
enriching as Saving A/Cs share is most
50%
10%
32%
8%
TYPE OF ACCOUNTSAVING ACCOUNT CURRENT ACCOUNT FIXED DEPOSITS LOANS
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3) DURATION FOR WHICH CUSTOMERS HAVE BEEN PART OF HDFC
BANK
OPTION NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTSLess than 1 yr 10 201-3yr 18 363-5yr 15 30Above 5 yr 5 10
Not applicable 2 4TOTAL 50 100
ANALYSIS:
From the above graph it is clear that majority of the respondents i.e.36% are a part of HDFC
Bank from 1 to 3 yrs; 30% of the respondents are part of HDFC Bank from more than 3 yrs;
20% respondents are less than 1 yr and remaining 10% respondents are part of HDFC Bank for
more than 5 yrs and the remaining 4% does fall in this category.
INTERPRETATION:
HDFC BANK has maintained good customer relationship. The customers are satisfied with the
services provided to them by the bank.
20%
36%
30%
10% 4%Less than 1 yr
1yr- 3yrs
3yrs- 5yrs
Above 5 yrs
Not Applicable
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4) CONSUMERS WILLINGNESS TO SHIFT THEIR A/C s TO OTHERBANKS
Analysis:
From this table it can be noted that the majority of consumers (92%) doesnt like to shift their
A/Cs to other banks.
Interpretation:
The reason can be increasing customer satisfaction and quality services offered by the bank.
8%
92%
SHIFTING OF ACCOUNT
YES NO
OPTION NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTSYES 46 92% NO 4 08%TOTAL 50 100
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5) KNOWLEDGE ABOUT DIFFERENT PRODUCTS OFFERED BYHDFC BANK
OPTION NUMBER OFRESPONDENTS
PERCENTAGE OFRESPONDENTS
Saving account 13 26%Fixed deposit 11 22%Current account 7 14%Demat account 2 4%Credit card 3 6%Mutual fund 2 4%Loan 12 24%TOTAL 50 100
ANALYSIS:
From the above graph it is clear that majority of the respondents a re aware of saving a/c &FDs.
14% are aware about current a/c and 24% are aware of loans.
INTERPRETATION :
The banks should take various steps in promoting other products also as there is very less
awareness regarding demat account .
26%
22%14%
4%
6%4%
24%
PRODUCTS OF HDFC BANK
Savings a/c Fixed Deposits Current a/c Demat a/c Credit Cards Mutual Funds Loans
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6)BEST RATED PRODUCT BY CUSTOMERS OF HDFC BANK
OPTION NUMBEROF
RESPONDENT
PERCENTAGE OF
RESPONDENT
Saving account 15 30%
Fixed deposit 20 40%
Current account 5 10%
Demat account 1 2%
Credit card 2 4%
Mutual fund 5 10%
Loans 2 4%
TOTAL 50 100
ANALYSIS:
From the above graph it is clear that 30% of the respondent rate saving a/c as a good product40% said FDs are best and 10 % said current a/c.
INTERPRETATION :
The banks should make some more efforts towards credit cards and demat account.
30%
40%
10%2%
4%
10%4%
BEST PRODUCT
SAVING ACCOUNT FIXED DEPOSIT CURRENT ACCOUNT DEMAT ACCOUNT
CREDIT CARDS MUTUAL FUNDS LOANS
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7)THE MOST PREFERRED SERVICE BY THE CUSTOMERS
OPTION NUMBER OF
RESPONDENT
PERCENTAGE OF
RESPONDENT
ATM 25 50%
Net banking 15 30%
Mobile banking 10 20%
TOTAL 50 100
ANALYSIS:
From the above graph it is clear that 50% of the respondents prefer ATM as the most convenient
service, 30% go for Net Banking as they find more ease in using it and only 20% respondents
favor mobile banking
INTERPRETATION :
Customers are still unaware about the net banking services. Those who are aware dont know
how to operate it. Customers prefer depositing money or availing services in person.
50%
30%
20%
ATM NET BANKING MOBILE BANKING
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8)ATTRIBUTES THAT COMPELLED THE CUSTOMERS MOST TO
OPEN AN ACCOUNT IN HDFC BANK
ANALYSIS:
From the above graph it is clear that the features that compel a customer to open a certain
account in a bank is ATM as 36% of the respondents has gone for this attribute, 16% go for
cheque book facility; 16% go for internet banking and the remaining 10% go for value added
services.
INTERPRETATION:
HDFC bank is preferred the most for its ATMs services. Attempts should be made for improving
upon value added services.
36%
16%22%
10%16%
ATM Cheque Book Working Hours Value Added Services Internet Banking
OPTION NUMBER OF
RESPONDENT
PERCENTAGE OF
RESPONDENT
ATM 18 36%
Cheque book 8 16%
Working hours 11 22%
Value added services 5 10%
Internet banking 8 16%
TOTAL 50 100
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9)SATISFACTION LEVEL WITH DEALINGS OF THE BANK
OFFICIALS IN HDFC BANK
OPTION NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
YES 15 30%
NO 12 24%
To some extent 23 46%
TOTAL 50 100
ANALYSIS:
From the above graph it is clear that 30% of the respondents are satisfied with the dealing of the
bank officials but there are also many customers who not fully satisfied with the service
handling.
INTERPRETATION :
BANK employees should be trained periodically so that they are able to understand the customer
needs and work in an efficient manner.
30%
24%
46%
Yes No To some extent
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10) RECOMMENDATION OF BANKING SERVICES TO A FRIEND OR
COLLEAGUE
ANALYSIS:
From the above graph it is clear that 8% of the respondents are unlikely to recommend the
products of HDFC Bank to their friends and colleagues, 30% said somewhat unlikely, 16% said
neither likely nor unlikely, 36% said somewhat likely and 10% said very likely.
INTERPRETATION :
The customers of HDFC bank do advise their friends or colleagues to avail any kind of services
of the bank.
8%
30%
16%
36%
10%
Very unlikely Somewhat unlikely Neither l ikely nor unlikely Somewhat likely Very likely
OPTION NUMBER OF
RESPONDENT
PERCENTAGE OF
RESPONDENT
Very unlikely 4 8%
Somewhat unlikely 15 30%
Neither likely nor unlikely 8 16%
Somewhat likely 18 36%
Very likely 5 10%
TOTAL 50 100
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11)MAINTAINENCE OF CUSTOMER- CLIENT RELATIONSHIP IN
HDFC BANK
OPTION NUMBER OF
RESPONDENT
PERCENTAGE OF
RESPONDENT
Good 9 18%
Average 26 52%
Poor 15 30%
TOTAL 50 100
ANALYSIS:
From the above graph it is clear that 18% of the respondents said HDFC Bank is good in
maintaining customer relationship, 52% said it is average and rest 30% said it is poor in the
maintenance.
INTERPRETATION:
Some steps should be taken in satisfying the customer needs.
18%
52%
30%
Good Average Poor
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13)RATING OF PRODUCT AND SERVICE QUALITY OFFERED BY
HDFC BANK
OPTION NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
Very high 7 14%
High 15 30%
Moderate 22 44%
Less 6 12%
TOTAL 50 100
ANALYSIS:
From the above graph it is clear that 44% of the respondents say that the product or the services
quality that is being provided by the HDFC bank is moderate ,30% say that the services cost are
high, 14% say they are very high as compared to other banks while the remaining 12% say that
the cost of product or services being provided by HDFC bank is less.
INTERPRETATION :
The product and services quality that is being provided by the HDFC bank is moderate means
neither too low nor too high.
14%
30%44%
12%
Very High High Moderate Less
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14)Analysis of consumer satisfaction level with context to the services
ANALYSIS:
From this table it could be inferred that 76% of the consumers have rated service offered as
good, 10% of them have r ated them as very good, and 04% of them have rated as excellent
and average while only 4% have rated as poor
INTERPRETATION: Service offered by the bank is improving day by day. Returns consumers
are getting are also attractive. Majority of the customers rates good, very good and excellent
because of the customer service offered by the bank
4%10%
76%
6% 4%
EXCELLENT VERY GOOD GOOD AVERAGE POOR
OPTION NUMBER OF
RESPONDENT
PERCENTAQGE OF
RESPONDENT
Excellent 2 4%
Very good 5 10%
Good 38 76%
Average 3 6%
Poor 2 4%
TOTAL 50 100
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15)PROBLEMS FACED BY CUSTOMERS REGARDING THE BANK
OPTION NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
Timeliness 6 12%
Customer relationships 5 10%
infrastructure 31 62%
Others 8 16%
TOTAL 50 100
ANALYSIS:
About 62% respondents are dissatisfied with the infrastructure. 12% with timeliness and
remaining 10% with customer relationship.
INTERPRETATION:
HDFC bank should improve upon the infrastructure facilities
12%
10%
62%
16%
PROBLEMS FACED
TIMELINESS CUSTOMER RELATIONSHIP INFRASTRUCTURE OTHERS
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CHAPTER 7
FINDINGS
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FINDINGS:
The officials try to make best relation with the customers. Staff member gives regular updates to their customers and information of the product and
their services.
The registers and files are systematically maintained on a daily basis and in an organized
manner.
Most of the respondents are having more than two accounts and holds more than two products with HDFC Bank.
With the help of research it has been found that most of them prefer brand name and
service facilities and some of them are influenced by existing customer
.
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CHAPTER 8
CONCLUSION
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C ONCLUSION :
HDFC Bank has a strong brand name in the Ghaziabad city market. The people ofGhaziabad city are good in investment part
HDFC Bank has always sought profitable customers and generated profit from them andtaken steps by converting the non profitable customer to profitable customers.
Customers can be pulled into profitability band when the customer is satisfied with the product and services which he is using.
Customer satisfaction plays an important role as customers are satisfied they will look forsome other product.
At this state Relationship Manager is very important who can suggest the customer which product to use with reference to his need.
They must maintain mutual relationship between the relationship manager and customer. CRM lead to better understanding of all aspects of customer behaviour regarding issues
and benefits offered by a company and helps differentiate itself from others.
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CHAPTER 9
RECOMMENDATIONS
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R ECOMMENDATIONS
Continuous interaction with the customers is necessary in order to continue withrelationship Building activities for long term prospective.
HDFC Bank should ask for their consumer feedback to know whether the consumers are
really satisfied or dissatisfied with the service and product of the bank. If they are
dissatisfied, then the reasons for dissatisfaction should be found out and should be
corrected in future.
To increase the number of customers HDFC Bank should also offer some products for
small business. (For example- Zero balance savings and current account.) Account opening process in HDFC Bank is comparatively complicated and Time-
consuming in case of current accounts. HDFC Bank should consider time factor as it isvery important.
The bank should try to increase the Brand image through performance and service then,
only the customers will be satisfied.
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