Synopsis

ON
CUSTOMER SATISFACTION TOWARDS HDFC
BANK

INTRODUCTION OF THE TOPIC

HDFC Bank's mission is to be a World-Class Indian Bank. The objective

is to build sound customer franchises across distinct businesses so as to

be the preferred provider of banking services for target retail and

wholesale customer segments, and to achieve healthy growth in

profitability, consistent with the bank's risk appetite. The bank is

committed to maintain the highest level of ethical standards,

professional integrity, corporate governance and regulatory compliance.

HDFC Bank's business philosophy is based on four core values -

Operational Excellence, Customer Focus, Product Leadership and People.

The authorized capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion).

The paid-up capital is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group

holds 22.1% of the bank's equity and about 19.4% of the equity is held

by the ADS Depository (in respect of the bank's American Depository

Shares (ADS) Issue). Roughly 31.3% of the equity is held by Foreign

Institutional Investors (FIIs) and the bank has about 190,000

shareholders. The shares are listed on the The Stock Exchange, Mumbai

and the National Stock Exchange. The bank's American Depository

Shares are listed on the New York Stock Exchange (NYSE) under the

symbol "HDB".

OBJECTIVES

1. To Know about HDFC Bank and history.

2. To know the difference services offered by HDFC Bank .

3. To Study the customer satisfaction at HDFC Bank.

RESEARCH METHODOLOGY

A research design is the detailed blueprint used to guide a research

study towards its objectives.

It is series of advanced decisions taken together comprising a master

plan or a model for the conduct of research in consonance with the
research objectives.

It details the procedures necessary for obtaining the information needed

to structure or solve the marketing research problem
The research methods will be used by us before the promotion :

1. Direct Interview: In this we directly will interview the Customer

dealing with HDFC BANK.

Sampling Size - 40

Date Collection - Questionnaire & Personal Interview

Literature Review
Garg and Jham (2006) investigate factors that influence Indian customers to adopt
ATMs by using factor analysis and focused on the influence of demographic and
psychological variables of 296 customers of six selected banks such as SBI, PNB,
ICICI, HDFC, ABN and IDBI. It is examined that most of the respondents are below
the age of 35 years and the users with lesser experience face more problems in
comparison to other and they look for reliability 42 of information. There are
problems of dim vision of screen and they use ATMs maximum for withdrawals and
rarely for deposits.

Uppal R.K. (2006) studies the impact of computerization on the performance of

public and private sector banks. The study is based on primary and secondary data.
The study concludes that the performance of fully computerized banks (HDFC, PNB,
IDBI, ICICI and OBC) is much better than the partially computerized banks. In inter-
bank group comparison, all bank groups show significant difference in profitability
and productivity. Primary survey concludes that majority of the customers are
satisfied with computerization of banking services where urban sector respondents
show keen interest in computerization of banking business.