customer satisfaction

and
awareness level of people at hdfc bank

CONDUCTED AT

IN PARTIAL FULFILLMENT OF THE DEGREE OF MASTER OF BUSINESS ADMINSTRATION

SUBMITTED TO SUBMITTED BY:

1
 ACKNOWLEDGEMENT

If words are considered to be the sign of gratitude then let these words convey the very same. My
sincere gratitude to HDFC bank for providing me with an opportunity to work with bank and
giving necessary directions on doing this project to the best of my abilities.
I am highly indebted to Ms. …….. at Colleges ……………………………..for their guidance
and constant supervision as well as for providing necessary information regarding the project &
also for their support in completing the project.

I am highly indebted to ………………..(Branch manager), ……….who has provided me with

the necessary information and also for the support extended out to me in the completion of this
report and his valuable suggestions and comments on bringing out this report in the best way
possible.
I am grateful to all people working in the bank for providing me vital information and help.
I offer appreciation to all my respondents for their ever willing cooperation, moral support and
have helped me in the successful completion of this project report.

2
 CERTIFICATE BY THE GUIDE

This is to certify that entitled “STUDY OF CUSTOMER SATISFACTION AND

AWARENESS LEVEL AT HDFC BANK”. is a piece of research/project work done by
Raghuvir a student of MBA 4th Sem. under the guidance and supervision for partial fulfillment
of MBA from PUNJABI UNIVERSITY PATIALA.

To the best of my knowledge and belief the research/project report:

1. Embodies the work of the candidate himself.

2. Has been duly completed.
3. Is up to the standard both in respect to contents and language for being referred to the
examiner.

Project Guide:

3
 TABLE OF CONTENTS

Certificate by Guide I
Declaration ii
Acknowledgment iii
CHAPTER NO. CHAPTER TITLE PAGE NO.

1. Introduction 9-31

2. Review of Literature 32-35

3. Need, Scope & Objectives of the Study 36-38

4. Research Methodology 39-42

5. Data Analysis & Interpretation 43-59

Bibliography
Annexure

4
 LIST OF TABLES

TABLE NO. TABLE TITLE PAGE NO.

5.1 Age Wise Distribution of the Respondents

5.2 Occupation Wise Distribution of the Respondents

5.3 Income Wise Distribution of the Respondents

5.4 Educational qualification

5.5 Types of Accounts held by the Respondents

5.6 Reason for Holding the Account in HDFC Bank

5.7 Behaviour of Staff Members

5.8 Account with any other Bank

5.9 Extra Benefit Derived from another Bank

5.10 Sources of Information

5.11 Rating of Sales Promotion Activities

5.12-13 Awareness of service been offered by HDFC Bank

5.14 Problem Faced by the Customer

5
 LIST OF FIGURES

FIGURE NO. FIGURE TITLE PAGE NO.

5.1 Age Wise Distribution of the Respondents

5.2 Occupation Wise Distribution of the Respondents

5.3 Income Wise Distribution of the Respondents

5.4 Educational qualification

5.5 Types of Accounts held by the Respondents

5.6 Reason for Holding the Account in HDFC Bank

5.7 Behaviour of Staff Members

5.8 Account with any other Bank

5.9 Extra Benefit Derived from another Bank

5.10 Sources of Information

5.11 Rating of Sales Promotion Activities

5.12-13 Awareness of service been offered by HDFC Bank

5.14 Problem Faced by the Customer

6
 CHAPTER-I
INTRODUCTION

7
1.1 INTRODUCTION OF HDFC BANK (WE UNDERSTAND YOUR
WORLD)

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank
in January 1995. 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.

HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in the
financial markets, a strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment. HDFC
Bank began operations in 1995 with a simple mission: to be a “World Class Indian Bank.” We
realized that only a single minded focus on product quality and service excellence would help us
get there. Today, we are proud to say that we are well on our way towards that goal.

1.1.1 BUSINESS FOCUS

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselves 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

8
Bank's risk appetite. Bank is committed to do this while ensuring the highest levels of ethical
standards, professional integrity, corporate governance and regulatory compliance. Continue to
develop new product and technology is the main business strategy of the bank. Maintain good
relation with the customers is the main and prime objective of the bank.

1.1.2 BUSINESS STRATEGY

HDFC BANK business strategy emphasizes the following:
 Increase 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 current high standards for asset quality through disciplined credit risk management.
 Develop innovative products and services that attract the targeted customers and address
inefficiencies in the Indian financial sector.
 Continue to develop products and services that reduce bank’s cost of funds.
 Focus on high earnings growth with low volatility.

1.1.3 CAPITAL STRUCTURE

As on 30th June, 2010 the authorized share capital of the Bank is Rs. 550 crore. The paid-up
capital as on said date is Rs.459, 69, 07,030/- (45, 96, 90,703 equity shares of Rs. 10/-
each). The HDFC Group holds 23.63 % of the Bank's equity and about 17.05 % of the equity is
held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue).
27.45% of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has
about 4, 33,078 shareholders. The shares are listed on the Bombay Stock Exchange
Limited and the National Stock Exchange of India Limited. The Bank's American Depository
Shares (ADS) are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and
the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under
ISIN No US40415F2002.

9
1.1.4 DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank has a network of 1725 branches spread in
780 cities across India. All branches are linked on an online real-time basis. Customers in over
500 locations are also serviced through Telephone Banking. The Bank has a presence in all
major industrial and commercial centers’ across the country. Being a clearing/settlement bank to
various leading stock exchanges, the Bank has branches in the centers’ where the NSE/BSE has a
member base. The Bank also has 5,016 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.

1.1.5 MANAGEMENT

Mr. C.M. Vasudev has been appointed as the Chairman of the Bank with effect from 6th July
2010 subject to the approval of the Reserve Bank of India and the shareholders. Mr. Vasudev has
been a Director of the Bank since October 2006. A retired IAS officer, Mr. Vasudev has had an
illustrious career in the civil services and has held several key positions in India and overseas,
including Finance Secretary, Government of India, Executive Director, World Bank and
Government nominee on the Boards of many companies in the financial sector.
The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and
before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC are also on the Board. Senior banking professionals with substantial
experience in India and abroad head various businesses and functions and report to the Managing
Director. Given the professional expertise of the management team and the overall focus on
recruiting and retaining the best talent in the industry, the bank believes that its people are a
significant competitive strength.

10
1.1.6 TECHNOLOGY USED IN HDFC BANK

In the era of globalization each and every sector faced the stiff competition from their rivals. And
world also converted into the flat from the globe. After the policy of liberalization and RBI
initiatives to take the step for the private sector banks, more and more changes are taking the part
into it. And there are create competition between the private sector banks and public sector bank.
Private sector banks are today used the latest technology for the different transaction of day to
day banking life. As we know that Information Technology plays the vital role in the each and
every industry and gives the optimum return from the limited resources. Banks are service
industries and today IT gives the innovative Technology application to Banking industries.
HDFC BANK is the leader in the industries and today IT and HDFC BANK together combined
they reached the sky. New technology changed the mind of the customers and changed the queue
concept from the history banking transaction. Today there are different channels are available for
the banking transactions. We can see that the how technology gives the best results in
below diagram. There are drastically changes seen in the use of Internet banking, in a year 2001
(2%) and in the year 2011 (28%).These type of technology gives the freedom to retail
customers.

1.1.7 BUSINESS PROFILE

HDFC Bank deals with three key business segments. - Wholesale Banking Services, Retail
Banking Services, Treasury. It has entered the banking consortia of over 50 corporate 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 corporate and agri -
based businesses. For these customers, the Bank provides a wide range of commercial and

11
transactional banking services, including working capital finance, trade services, transactional
services, cash management, etc. The bank is also a leading provider for it’s to corporate
customers, mutual funds, stock exchange members and banks.

 Retail banking services

HDFC Bank was the first bank in India to launch an International Debit Card in association with
VISA (VISA Electron) and issues the Master card 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 positioned in various net based B2C
opportunities including a wide range of internet banking services for Fixed Deposits, Loans, Bill
Payments, etc.

 Treasury operations

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.

In 1977, the Corporation has maintained a consistent and healthy growth in its operations to
remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million
dwelling units. How would you like a banker dedicated to take care of all your banking
requirements and suggesting ways to invest your money with good returns from time to time? If
you're a seasoned professional or have been running a successful business over the years, the
HDFC Bank Preferred Program is meant for you. As a valued customer you benefit from our
Relationship Pricing Programmer with exclusive offers such as a free Gold International Debit
card, a free International Titanium card or a free International Gold Credit Card, loan at
preferential rates, etc. HDFC has developed significant expertise in retail mortgage loans to
different market segments and also has a large corporate client base for its housing related credit

12
facilities. With its experience in the financial markets, a strong market reputation, large
shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a
bank in the Indian environment. HDFC Bank began operations in 1995 with a simple mission: to
be a “World Class Indian Bank.” We realized that only a single minded focus on product quality
and service excellence would help us get there. Today, we are proud to say that we are well on
our way towards that goal. Our range of Cards helps you meet your financial objectives. So
whether you are looking to add to your buying power, conducting cashless shopping, or
budget your expenditure, you will find a card that suits you. Credit card: Besides arming you
with unmatched spending power, our Credit Cards are designed to meet your unique needs.
HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. 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. HDFC is India's premier housing finance company and enjoys an impeccable track record
in India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in the
financial markets, a strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment. HDFC
Bank began operations in 1995 with a simple mission: to be a “World Class Indian Bank.” We
realized that only a single minded focus on product quality and service excellence would help us
get there. Today, we are proud to say that we are well on our way towards that goal.

13
Achievements of HDFC Bank
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank".
We realized that only a single-minded focus on product quality and service excellence would
help us get there. Today, we are proud to say that we are well on our way towards that goal.
It is extremely gratifying that our efforts towards providing customer convenience have been
appreciated both nationally and internationally.
 In 2011, Strongest Bank in Asia Pacific. Best bank for Bloomberg UTV's Financial
Leadership Awards 2011.
IBA Banking Technology Awards 2010, winner:
1. Technology bank of the year
2. Best online bank
3. Best customer initiative
4. Best use of business intelligence
5. Best risk management system
IDC FIIA awards 2011, excellence in customer experience

 In 2010, outlook money 2010 awards: best bank. Teachers achievement awards 2010
(business) is given to Mr. Aditya Puri. The Banker and PWM 2010 Global Private
Banking Awards: best private bank.
 Leading Indian business magazine business today, in a survey, rated HDFC best bank in
India for the second consecutive year.
 HDFC bank has been named Best Domestic bank in India region in the asset triple a
country awards 2004 and 2003.
 HDFC bank was selected by business world as one of India’s most respected companies
as part of the world most respected company awards.
 And like this many more achievements.

14
1.2 HDFC BANK PRODUCT RANGE

HDFC bank offers a vast range of services suiting the needs of both corporate and individual.
HDFC bank offers innovative, flexible and efficient service meeting the customer’s
requirements. Moreover all branches are equipped with the most modern HDFC bank tops BT’s
(business today) list of best banks.

HDFC Bank India provides the following range of products:

1) Accounts and Deposits

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. Need
money urgently? Withdraw cash from any of the 1794 ATM centers spread across the country.

Saving regular account:

Saving account needs to be opened and minimum AQB required with an amount Rs 10,000
(urban/metro), Rs 5,000 (semi-urban/rural). If AQB is less then charges are Rs 750/-per quarter.
It has some features:
1. Free Payable-At-Par (PAP) Chequebook
2. International Debit Card
3. Free net-banking
4. Free unlimited transactions on HDFC bank’s 3200 + ATM network
5. Free Phone Banking
6. Free cash transactions on SBI/Andhra Bank ATMs per month
7. Bill Pay ( get freedom from long queues)
8. Free passbook
9. Free quarterly Account Statements and many other features.

15
Saving plus account:
Saving plus account needs to be opened and minimum AQB required with an amount Rs 10,000
(for all branches).

Savings max account:

Savings max account needs to be opened and minimum AQB required with an amount Rs 25,000
(for all branches).
Senior citizen account needs to be opened and minimum AQB required with an amount Rs 5,000
(for all branches).
“No Frills” saving account has minimum AQB required is nil.
KID’S advantage account has minimum AQB required is Rs. 5,000/-. Service charges are there
in case of non-maintenance.

Current Account:
Having a current account with HDFC Bank is the best way of conducting y o u r payments
without carrying large sums of money with you. A Current account is ideal for
carrying out day-to-day business transactions. One can choose the current account that works
best for specific business needs.

Regular current account:

The regular current account requires an average monthly balance (AMB) of Rs. 10,000/- per
month. If AMB is less than Rs. 10,000/- then non-maintenance charges of Rs. 250/-.

Premium current account: This account requires an average monthly balance of Rs.
25,000/- per month and if AMB is less than Rs. 25,000/- then non-maintenance charges of Rs.
300/- per month.
Free services offered to regular and premium current account holder include:

16
 1. One ATM card per account (only for individuals/ sole proprietorships).
2. Replacement in case of damaged cards.
3. monthly statement
4. online, real-time net banking
5. 24-hour phone banking access (available in selected cities)

Fixed Deposit:
If you believe in long-term investments and wish to earn higher interests on your
savings, NOW is the time to invest your money in our Fixed Deposit. Get up to 9.75%
on HDFC Bank Fixed Deposit with an additional 0.50% for Senior Citizens. What's more
no penalty if you withdraw part of the FD in times of need? Flexibility, Security and
High Returns all bundled into one offering.

Demat account:
HDFC BANK is one of the leading Depository Participant (DP)in the country with over 8 Lac
Demat accounts. HDFC Bank Demat services offers you a secure and convenient way to keep
track of your securities and investments, over a period of time, without the hassle of handling
physical documents that get mutilated or lost in transit.

NRI service:
HDFC bank offers a comprehensive range of NRI service to cater to all banking needs.

Types of NRI accounts:

NRO account: It is an account which can be opened in Indian rupees. It can be opened in any
form, be it saving, current or term deposit. Interest can be opened in any form, be it saving,
current or term deposit. Interest on the account can be repatriated. Last but not the least, it is
ideal to route investment made out of Indian funds.
NRE account: Want to route investments made on a repatriable basis. Open a non-resident
external account (NRE) at HDFC bank. It can be available as saving, current and term deposit.

17
FCNR account: In the foreign country non resident account, one gets protection against
exchange risk. Apart from getting attractive interest rate, it can also be repatriated abroad.
RFC account: Returning back to India? Open an REC account and retain your funds in
foreign currency.

HDFC bank preferred:

How would you like a banker dedicated to take care of all your banking requirements and
suggesting ways to invest your money with good returns from time to time? If you're a seasoned
professional or have been running a successful business over the years, the HDFC Bank
Preferred Program is meant for you. As a valued customer you benefit from our Relationship
Pricing Programmer with exclusive offers such as a free Gold International Debit card, a free
International Titanium card or a free International Gold Credit Card, loan at preferential rates,
etc.

Sweep-In Account:
Do you wish to avoid taking overdrafts, and still take advantage of your Fixed Deposits? Then
what you need is a Sweep-In Facility on your savings account. Link your Fixed Deposit to your
Savings or Current Account and use it to fall back on in case of emergencies. A deficit in
your Savings or Current Account is taken care of by using up an exact value from your Fixed
Deposit. Since deposits are broken down in units of Re 1/-, you will lose interest only for the
actual amount that has been withdrawn.

Super Saver Account:

Enjoy a high rate of interest along with the liquidity of a Savings Account by opting for a
Supersaver Facility on your savings account. Avail of an overdraft facility of up to
75% of the value of your Deposit. Get the best of both worlds.

2. HDFC India innovative services

ATM:

18
24-hour access to cash, view mini-statement, order cheque books, recharge your prepaid card all
from our wide network of over 1200 ATMs.

Net Banking:
Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second account
information, Net Banking lets you manage your account from the comfort of your mouse -
anytime, anywhere.

Mobile Banking:
Your Mobile is now your bank! Now access your bank account and conduct a host of
banking transactions and inquiries through your mobile, with our unique Mobile
Banking service.

Phone Banking:
When you dial in to Phone Banking, a voice prompt will guide you through the
various transactions. You may also talk to a Phone Banker, who will provide you with the
required assistance.

Bill Pay:
Now, you have the luxury of paying your telephone, electricity and mobile phone bills at your
convenience through the Internet, ATMs, your mobile phone or telephone - using Bill Pay, a
comprehensive bill payments solution. Whats more you can check the bill amount before you
make any payment censuring you always pay the right amount. Bill Pay has made all your bill
payments easy.

Branch Banking:

19
W e l c o m e t o t h e n e t w o r k e d w o r l d o f H D F C B a n k . Y o u c a n open an account at
any branch nearest to your residence or office and access it at any branch in the city or anywhere
in the country. The sophisticated computerized network gives you the flexibility of
accessing your Savings or Current Account from any of our over branches and over
ATMs across India.

Insta Alert:
N o w y o u c a n g e t r e g u l a r u p d a t e s o n y o u r b a n k a c c o u n t o n y o u r mobile
phone or email ID. Just register for our Insta Alert service and receive u p d a t e s
on your account as and when the select transaction happens - all this
without visiting the branch or ATM

3. Loans

Whatever your need, our range of loans can help

Personal Loan: A wedding in the family? Maybe your house needs renovation? Our range of
Personal Loans brings you one step closer to your dreams.

Home Loan: HDFC Bank brings HDFC home loans to your doorstep. Over 3decades of
exclusive experience, a dedicated team of experts and a complete package to meet all your
housing finance needs, HDFC Home Loans, help you realize your dream.

Two Wheeler Loan: With flexible payment options and easy repayment, our Two wheeler
Loan offers the perfect excuse to purchase that bike you've always wanted.

Car Loan: If you are a salaried individual holding any of the credit cards mentioned below,
your loan gets processed faster.

20
Express Loan: We now offer Express Loans Plus at your Doorstep to help fulfill all your
needs. The procedure is simple, documentation is minimal and approval is quick.

Gold Loan: With HDFC Bank's Gold Loan, you can get an instant loan against your gold
jewellery and ornaments. The procedure is simple, documentation is minimal and approval is
quick.

Educational Loan: Bridging the gap between you and higher education

Loans against Securities: Get an overdraft against your securities like Equity Shares,
Mutual Fund Units, GOI Relief Bonds, LIC Policies, NSC, KVP, UTI Bonds (6.60% ARS
Bonds & US64 Bonds).

Loans against Property: Get a loan against your residential or commercial

property. Flexibility to choose between an EMI based loan or an Overdraft.

Loans against Rental Receivables: Need additional funds for your business? Our
Loan against Rent Receivables gives you the perfect opportunity to supplement your regular cash
flow.

Tractor Loans: If you are looking for finance to buy your tractor, you have come to the
right place. We offer hassle-free Tractor loan with the best terms for funding at
the most attractive rates in India.

4. Cards
Our range of Cards helps you meet your financial objectives. So whether you are looking to add
to your buying power, conducting cashless shopping, or budget your expenditure, you will
find a card that suits you.

21
Credit card: Besides arming you with unmatched spending power, our Credit Cards
are designed to meet your unique needs. Choose one that's tailored for you. The best credit
cards are available here, including even the online credit cards service Net safe. Types of
credit card are:
1) Silver Credit Card
2) Gold Credit Card
3) Value plus Credit Card.
4) Woman’s Gold Credit Card
5) E-Seva Credit Card

Debit card: What if you could carry your bank account with you? HDFC Bank Debit
Cards give you complete and instant access to the money in your accounts without the risk or
hassle of carrying cash. Choose from:

Prepaid card: Besides offering convenience, our Prepaid Cards have been
tailored to answer your travel and gifting needs.

5. Investment and Insurance

Mutual funds: Mutual funds are funds that pool the money of several investors to invest in
equity or debt markets. Mutual Funds could be Equity funds, Debt funds or balanced funds.
Funds are selected on quantitative parameters like volatility, FAMA Model, risk adjusted
returns, and rolling return coupled with a qualitative analysis of fund performance and
investment styles through regular interactions /due diligence processes with fund managers.

Insurance:
Life insurance is designed to offer financial protection for you and your family during the
times of uncertainties. Choose from a range of traditional insurance and unit linked plans
designed to help you with your savings, retirement, investment and protection needs.

22
6. Forex and Trade Services:
If you need to deal in foreign currency and keep tabs on exchange rates every now
and then, transfer monies to India, make payments etc., HDFC Bank has a range of
products and services that you can choose from to transact smoothly, efficiently and in a
timely manner.

Hierarchy of the Finance Department

It is a line organization having a full-fledged department to manage the finance budget, costing
and other matter of this department.

Account Section
The accounts section deals the entire general accounting, employee payroll, billing and matter
related to taxation etc. The department activities are coordinate by Assistant Manager-Accounts
that report to Manager-Finance.

Cost Section
The Cost Section does Accounting relating to preparation of Monthly Cost Data and Bill
Provisioning. Assistant Manager-Cost coordinates the departmental activities and reports to
Manager-Finance.

Accounting Procedure
The accounting procedure is not a new complicated one. They follow a standardized rule of
making entries in there books of accounts or posting or making their trial balance, its Trial
Balance in the monthly basis transaction and rent it to the Head Office. Head Office prepares
final accounts for all units not individual unit.

Finance Manager
Finance Manager is totally responsible for all activities to payment/receipts of cash and fund

23
Management of the unit. His decision on payment will be final as personal manual, account
manual directives laid by the organization. Under Finance Manager the financial activities is
disciplined in the manner as per smooth functionary of all activities of payment such as salary
and wages, payment to sundry creditors which include all pretty payments to local contractors,
reputations, workers and officers of all grade in working unit.

In detail it can be said that under finance manager their will be payment of salary and wages,
allocation of various financial activities such as disbursement of cash by cashier, the payment
like contractors bill, local bill, raw material bill, stores and spares payment of raw material and
packing material, traveling bills, outstation allowances. All the various miscellaneous payments
sanctioned are being made.

The financial activities are on summation of inputs Information System Department (I.S.D.)
provides various financial, costing outputs available on daily report, weakly report and monthly
reports. It also provides information like cash payment, voucher, cash receipt voucher, and
various types of bills also. Various type inventory output summary of transaction bills of output
(local, contractor, raw material etc.) various type of finance ledgers of the month and monthly
trial balance.

Account staff to routs all payment in account department

1. To verify the correction of payment
2. To sanction the payment to staff.
Financial management prepares
 Payroll of employee.
 Accounting of sales.
 Financial accounts.
 Supply bills.
 Material Accounting.

Cost section: The Cost Section is a branch of accounting and has been developed due to
limitations of financial accounting. Financial accounting is primarily concerned with record

24
keeping directed towards the preparation of profit and loss account and balance sheet. It provides
information regarding the profit and loss that the business enterprise is making and also its
financial position on a particular date. The information concerning the business enterprise is
helpful to the management to control in a general way the major function of business viz.,
finance, administration, production and distribution but details regarding operating efficiency of
these divisions are lacking. Infect, the development in the field of cost accounting is so quick and
fields covered by it are expanding so much in magnitude that it becomes difficult for the
management to lay down management policies, to guide the management decisions or evaluate
operating management performance with the information provided by financial accounting.
Since the opening up of the banking sector, public banks are in the fray each one trying to cover
more market share than the other. Today’s customers are becoming harder to please. They are
smarter, more price conscious, more demanding, less forgiving and they are approached by many
more competitors with equal or better offers. The challenge is not only to produce satisfied
customers but also delighted and loyal customers and total quality is the key to value creation
and customer satisfaction. I am sure the bank will find my findings relevant and I sincerely hope
it uses my suggestions enlisted, which I hope will take them miles ahead of competition. we also
concluded as HDFC bank has benefited customers, by making they avail with the good services
and facilities so that they can enjoy a good standard of life with their saving account and
different types of loans. Investment plans help the customers in their business and get relaxed
with complexities of investing money in business. So that, economy also grows at a faster pace
with lots of services and facilities given by HDFC bank on Internet. In short, I would like to say
that the very act of the concerned management at HDFC Bank in giving me the job of critically
examining consumer satisfaction towards financial products and services of the company is a
step in their continual mission of making all round improvements as a means of progress. I am
sure the bank has a very bright future to look forward to and will be a trailblazer in its own right.
In general, satisfaction is a person’s feelings of pleasure and disappointment resulting from
comparing a product’s outcome or performance in relation to his or her expectation. If
performance falls short of expectation, the customer is dissatisfied. If the performance matches
the expectation the customer is satisfied. If the performance exceeds expectation the customer is
highly satisfied or delighted.

25
The project study of customer satisfaction and awareness level of HDFC bank is needed because
in today’s highly dynamic business world each and every thing resolves around customers. It is
the customer who keeps everything going. In order to retain the existing customer and to attract
the potential one’s the best way is to keep them highly satisfied. It would not be wrong to say
that a satisfied customer is an asset to the organization. Also the awareness about the product and
services of a bank is highly significant, as the bank cannot afford to loose customers just because
they were not aware about their product and services. So in this project I have tried to know
about the satisfaction and awareness level of existing customers and also about the sources that
provided them that information. To know the level of awareness among the respondents
regarding various services introduced by the bank. HDFC is India's premier housing finance
company and enjoys an impeccable track record in India as well as in international markets.
Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its
operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well
over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans
to different market segments and also has a large corporate client base for its housing related
credit facilities. With its experience in the financial markets, a strong market reputation, large
shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a
bank in the Indian environment. HDFC Bank began operations in 1995 with a simple mission: to
be a “World Class Indian Bank.” We realized that only a single minded focus on product quality
and service excellence would help us get there. Today, we are proud to say that we are well on
our way towards that goal. As on 30th June, 2010 the authorized share capital of the Bank is Rs.
550 crore. The paid-up capital as on said date is Rs.459, 69, 07,030/- (45, 96, 90,703 equity
shares of Rs. 10/- each). The HDFC Group holds 23.63 % of the Bank's equity and about 17.05
% of the equity is held by the ADS Depository (in respect of the bank's American Depository
Shares (ADS) Issue). 27.45% of the equity is held by Foreign Institutional Investors (FIIs) and
the Bank has about 4, 33,078 shareholders. The shares are listed on the Bombay Stock
Exchange Limited and the National Stock Exchange of India Limited. The Bank's American
Depository Shares (ADS) are listed on the New York Stock Exchange (NYSE) under the symbol
'HDB' and the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock
Exchange.

HDFC BANK business strategy emphasizes the following:

26
 Increase 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 current high standards for asset quality through disciplined credit risk management.
 Develop innovative products and services that attract the targeted customers and address
inefficiencies in the Indian financial sector.
 Continue to develop products and services that reduce bank’s cost of funds.
 Focus on high earnings growth with low volatility.

In the era of globalization each and every sector faced the stiff competition from their rivals. And
world also converted into the flat from the globe. After the policy of liberalization and RBI
initiatives to take the step for the private sector banks, more and more changes are taking the part
into it. And there are create competition between the private sector banks and public sector bank.
Private sector banks are today used the latest technology for the different transaction of day to
day banking life. As we know that Information Technology plays the vital role in the each and
every industry and gives the optimum return from the limited resources. Banks are service
industries and today IT gives the innovative Technology application to Banking industries.
HDFC BANK is the leader in the industries and today IT and HDFC BANK together combined
they reached the sky. New technology changed the mind of the customers and changed the queue
concept from the history banking transaction. Today there are different channels are available for
the banking transactions. We can see that the how technology gives the best results in
below diagram. There are drastically changes seen in the use of Internet banking, in a year 2001
(2%) and in the year 2011 (28%).These type of technology gives the freedom to retail
customers. Mr. Vasudev has been a Director of the Bank since October 2006. A retired IAS
officer, Mr. Vasudev has had an illustrious career in the civil services and has held several key
positions in India and overseas, including Finance Secretary, Government of India, Executive
Director, World Bank and Government nominee on the Boards of many companies in the
financial sector. The Managing Director, Mr. Aditya Puri, has been a professional banker for
over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in
Malaysia. The Bank's Board of Directors is composed of eminent individuals with a wealth of
27
 experience in public policy, administration, industry and commercial banking. Senior executives
representing HDFC are also on the Board. Senior banking professionals with substantial
experience in India and abroad head various businesses and functions and report to the Managing
Director. Given the professional expertise of the management team and the overall focus on
recruiting and retaining the best talent in the industry, the bank believes that its people are a
significant competitive strength.

SWOT ANALYSIS OF HDFC BANK LTD:

STRENGTHS

 HDFC bank is the second largest private banking sector in India having 2,201 branches and
7,110 ATM’s
 HDFC bank is located in 1,174 cities in India and has more than 800 locations to serve customers
through Telephone banking
 The bank’s ATM card is compatible with all domestic and international Visa/Master card, Visa
Electron/ Maestro, Plus/cirus and American Express. This is one reason for HDFC cards to be
the most preferred card for shopping and online transactions
 HDFC bank has the high degree of customer satisfaction when compared to other private banks
 The attrition rate in HDFC is low and it is one of the best places to work in private banking
sector
 HDFC has lots of awards and recognition, it has received ‘Best Bank’ award from various
financial rating institutions like Dun and Bradstreet, Financial express, Euromoney awards for
excellence, Finance Asia country awards etc
 HDFC has good financial advisors in terms of guiding customers towards right investments.

WEAKNESS

28
 HDFC bank doesn’t have strong presence in Rural areas, where as ICICI bank its direct
competitor is expanding in rural market
 HDFC cannot enjoy first mover advantage in rural areas. Rural people are hard core loyals in
terms of banking services.
 HDFC lacks in aggressive marketing strategies like ICICI
 The bank focuses mostly on high end clients
 Some of the bank’s product categories lack in performance and doesn’t have reach in the market
 The share prices of HDFC are often fluctuating causing uncertainty for the investors

OPPORTUNITIES

 HDFC bank has better asset quality parameters over government banks, hence the profit growth
is likely to increase
 The companies in large and SME are growing at very fast pace. HDFC has good reputation in
terms of maintaining corporate salary accounts
 HDFC bank has improved it’s bad debts portfolio and the recovery of bad debts are high when
compared to government banks
 HDFC has very good opportunities in abroad
 Greater scope for acquisitions and strategic alliances due to strong financial position

THREATS

 HDFC’s nonperforming assets (NPA) increased from 0.18 % to 0.20%. Though it is a slight
variation it’s not a good sign for the financial health of the bank
 The non banking financial companies and new age banks are increasing in India
 The HDFC is not able to expand its market share as ICICI imposes major threat
 The government banks are trying to modernize to compete with private banks
 RBI has opened up to 74% for foreign banks to invest in Indian market

29
CHAPTER-II

REVIEW
OF
LITERATURE

30
Review of literature

Mathew (2001) concluded that in the past HDFC Bank which has imbibed the latest technology
to deliver wide variety of products to the Customers. I opened an account with this Bank in
March 2001 and till date I have not stepped into a single branch of the Bank. That is the extent of
technology implemented by HDFC Bank. Banking has not just become simple; it has become
convenient with no restrictions anymore on Bank timing, Bank place etc. With Internet Banking,
Mobile Banking, Tele Banking, Multiple ATMs, Customer support, Banking is a pleasure.
However technology has also brought in some weakness in the HDFC Bank system. Opening a
new account or creating a new deposit takes longer time than even a Manual Branch. Over all
HDFC Bank represents what Technology can do. It scores over other Banks in this area.
Anywhere Banking has been toned perfectly by this Bank. One need not know where his account
is. He can walk into any Branch and transact. I know of a friend who opened his HDFC Bank
account in Mumbai. He resides in Chandigarh and yet he finds no difference when it comes to
Banking.

Krishnan (2002) concluded that in the past HDFC Bank conjure images of a focused bank
delivering on customer satisfaction & innovation of product deliverables. Using a combination of
technology and the human face to interaction effectively. Be its ATM coverage, the net banking
facility, the bill payment facility on the net, SMS banking, debit cards, customer service hotline,

31
phone banking, etc, it has been constantly at the fore front of developing and launching value-
added services for the rest of the industry to follow.

Bhadani (2009) concluded that in the past that there are More than 3500 ATMs, anytime
transaction through internet banking, you cannot ask for more. I can pay my bills, book tickets,
purchase mutual fund and pay online through internet banking. The features of HDFC banking
are: Network of branches and over 3500 ATMs. They provide debit card which can be used
across counter. The customer service is poor and need to be improved upon. Personalized
cheques with name printed on each Cheque leaf for enhanced security is provided and advantage
of Bill Pay is provided. All the above features are linked through one account. Best is that the
ATM card can be used across any ATM in India. I really like the internet service provided by
HDFC bank.

Ruby (2009) concluded that in the past I have invested in a HDFC Standard Life Insurance
Policy for my son and I hope that my concern for my son’s future will be taken care of when I
will need money for my son’s higher education. Last, but not the least the bank has a sense of
belonging to the locality of my residential area and the behavior of the staff is very warm &
helpful.

Jain (2010) concluded that in the past this is one of the best bank when I compare it with ICICI,
Citi and HDFC bank. HDFC is very conservative, Process driven, believes in taking signature
from customer for all the documents which customer provides, visit the branch (modern India’s
traditional bank). I feel my money is in safe hands and i can relax at home with out worrying
about what will happen to my money. 1700 branches, 5000 ATM are all products under one roof
just amazing to have such a fantastic Indian bank.

Royal (2010) concluded that in the past as I the customer of HDFC for past 1 year my
experience with it is very good. They provide efficient service they fill all forms like a/c opening
form fixed deposit form without any mistakes. Its internet banking is also good you could even
open fixed deposits from net and demand cheque book form internet. Its service is very good. I
have even tried phone banking it seems to be fine they do not charge for generation of new pin

32
etc. Only the thing you should be aware that it has huge fine amounts so don’t make any default
they will charge such huge amount that you will shut your a/c.

Aeroranjith (2011) concluded that in the past it’s really nice than all other banking. Its process
is just like fraction of second. But one thing is highlight for salary accounts or corporate. It’s
fantastic on the first say itself they give ATM, I-banking, phone banking all and in my office
they came every week. If anything can submit there for process its nice goes for it.

Trinayan (2011) concluded that in the past when I took a personal loan from HDFC bank, I used
the web portal bankbazaar.com for applying loans. I found HDFC bank as a trusted bank and I
went for it. I gave few important details about myself and desired loan amount. Interest rate is
14.5% I had applied online. As they promised I got a call from them within 2 days. They came to
my house to collect the documents. In the next 72 hours I got my loan amount credited to savings
account, it’s really hassle free.

33
 CHAPTER-III
NEED, SCOPE
OBJECTIVES & CONCLUSION
OF THE STUDY

34
3.1 NEED OF THE STUDY
In general, satisfaction is a person’s feelings of pleasure and disappointment resulting from
comparing a product’s outcome or performance in relation to his or her expectation. If
performance falls short of expectation, the customer is dissatisfied. If the performance matches
the expectation the customer is satisfied. If the performance exceeds expectation the customer is
highly satisfied or delighted.
The project study of customer satisfaction and awareness level of HDFC bank is needed because
in today’s highly dynamic business world each and every thing resolves around customers. It is
the customer who keeps everything going. In order to retain the existing customer and to attract
the potential one’s the best way is to keep them highly satisfied. It would not be wrong to say
that a satisfied customer is an asset to the organization. Also the awareness about the product and
services of a bank is highly significant, as the bank cannot afford to loose customers just because
they were not aware about their product and services. So in this project I have tried to know
about the satisfaction and awareness level of existing customers and also about the sources that
provided them that information.

3.2 SCOPE OF THE STUDY

35
The scope of the present study was limited to the customers.

3.3 OBJECTIVES OF THE STUDY

Objective is an end that can be reasonably achieved with in an expected time frame with
available resources. The objectives of the study were
1. To know the level of awareness among the respondents regarding various services
introduced by the bank.
2. To examine the level of satisfaction of the respondents regarding services provided by the
bank.
3. The gain an insight of the sources used by the respondents to get information
regarding the various innovative services offered by the bank.
4. To seek ways how the banking can be made more convenient and hassle free and
improved.

Conclusion: So according to our opinion we concluded as HDFC bank has benefited

customers, by making they avail with the good services and facilities so that they can enjoy a
good standard of life with their saving account and different types of loans. Investment plans
help the customers in their business and get relaxed with complexities of investing money in
business. So that, economy also grows at a faster

36
CHAPTER-IV

RESEARCH

37
 METHODOLOGY

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. The research
methodology includes the various methods and techniques for conducting a research. "Marketing
Research is the systematic design, collection analysis and reporting of data and finding relevant
solution to a specific marketing situation or problem." Research is thus an original contribution
to the existing stock of knowledge making for its advancement. The purpose of research is to
discover the answers to the questions through the application of scientific procedures.
The first step in research methodology is to define the problem and deciding the research
objective. The objective of this study is to know the customer satisfaction level. This is an
Endeavour to study the services provided by HDFC Bank in Chandigarh city through a consumer
survey.

4.1 Research Design

Research Design is a blueprint or framework for conducting marketing research project. It
specifies the details of the procedures necessary for obtaining the information needed to
structure and solve marketing research problem. The research design of this study was
descriptive research.

4.2 Sampling design

38
Sampling can be defined as the section of some part of an aggregate or totality on the basis of
which judgment or an inference about aggregate or totality is made. The steps involved in
sampling design are as follows

4.2.1 Universe
Universe refers to the total of the units in field of inquiry. Universe of this study consists of
customers living in Chandigarh city and having their account in HDFC bank.

4.2.2 Sampling unit

Sampling unit of this study was the customers in Chandigarh.

4.2.3 Sampling size

Sampling size is the total number of units which is to be covered in the study. The sample size of
this study was 100.

4.2.4 Sampling Technique

Sampling Technique used in this study was non probabilistic convenient sampling. It is that type
of sampling where the researcher selects the sample according to his or her convenience.

4.3 Data Collection and analysis

4.3.1 Data Collection

 Secondary Sources
Secondary data are those which have already been collected by someone else and which
have already been passed through the statistical process. In this case one is not confronted
with the problems that are usually associated with the collection of original data. Secondary
data either is published data or unpublished data. Secondary data will be collected from the
internet.

39
  Primary Sources
Primary data are those, which are collected a fresh and for the first time and thus happen to
be original in character. It is the backbone of any study. Primary data is to be obtained from
personal interview of respondents with the help of widely used and well-known method of
survey, through a well structured questionnaire.

4.3.2 Tools of Presentation and Analysis

The tools of analysis are the analysis of the data such that proper interpretation can be drawn
from it. The tools of analysis used in this study were percentages, figures and tables to analyze
the collected data.

4.4 Limitations of the Study

1. While every effort was made to get the questionnaire filled personally but some element
of bias might have crept in.
2. The customers were chosen at liberty and according to convenience, they may not be
representative of all the customers.
3. Lack of finance and time prevented an in-depth study.
4. In some cases the questionnaire had to be translated into local language for the
convenience of the respondents. They might have led to some bias.

40
 CHAPTER-V

DATA ANALYSIS
AND
INTERPRETATION
41
DATA ANALYSIS AND INTERPRETATION

 Profile of the Respondents: The respondents profile can be subdivided into various
categories as under.
 Age wise distribution: Because of time constraints the sample taken was 100, but an
attempt was to make cover all possible age groups during the study. The following table
and charts show the number of respondents failing in different age groups.

42
5.1 Age Wise Distribution of the Respondents
Table 5.1 Age Wise Distribution of the Respondents

Age (years) No. of

Respondents
Below 20 5
20-30 52
30-40 26
Above 40 17
Total 100

Figure 5.1 Age Wise Distribution of the Respondents

43
 Age Wise Distribution of the Respondents

60 52
50
40
No. of 26
30
Respondents
17
20
10 5

0
Below 20 20-30 30-40 Above 40
Age (year)

INTERPRETATION:
Above table shows that the majority of the respondents are from the age group of 20- 30 years
i.e. 52. Whereas the lesser respondent from the age group of below 20 i.e. 5.

5.2 Occupation Wise Distribution of the Respondents

Table 5.2 Occupation Wise Distributions of the Respondents

Occupation No. of Respondents

Businessman 27
Serviceman 42
Professional 31
Total 100

Figure 5.2 Occupation Wise Distributions of the Respondents

44
 Occupation Wise Distribution

45 42
40

No. of Respondents
35 31
30 27
25
20
15
10
5
0
Business Service Professional
Occupation

Analysis and Interpretation:

The above chart shows that out of hundred respondents surveyed 27 belong to Business class, 42
belongs to service class and 31 are professionals.

5.3 Income Wise Distribution of the Respondents

Table 5.3 Income Wise Distribution of the Respondents
Monthly Income No. of Respondents
Below Rs. 10000 3
Rs. 10000 - Rs. 20000 41
Rs. 20000 – Rs. 40000 29
Above Rs. 40000 27
Total 100

Figure 5.3 Income Wise Distribution of the Respondents

45
 Income Wise Distribution

45 41
40

No. of Respondents
35 29
30 27
25
20
15
10
3
5
0
Below 10 10 to 20 20 to 40 Above 40
Income in Rupees ('000 p.m)

Analysis and Interpretation:

The above graph clearly shows that people covered under the study belong to all the income
groups. This has helped in increasing the reliability of the data. However maximum number of
respondents falls in the group of Rs.10, 000 to 20,000 monthly incomes, which show that middle
class people dominate the Chandigarh city.

5.4 Educational Qualification

Table 5.4 Educational Qualification

Category No. of Respondents

Under Graduate 20
Graduate 30
Post Graduate 50
Total 100

Figure 5.4 Educational Qualification

46
 No. of Respondents
120
100
100

80

60 50
No. of Respondents
40 30
20
20

0
Under Graduate Post Total
Graduate Graduate

INTERPRETATION:
The above table & figure shows that the majority of the respondents are post graduate i.e. 50
respondents & lesser are under graduate i.e. 20.

5.5 Types of Accounts held by the Respondents

Table 5.5 Types of Accounts held by the Respondents

Types of Saving Current Fixed Demat Total

Account
No. of A/C 56 15 21 8 100
Holders

Figure 5.5 Types of Accounts held by the Respondents

47
 60

50

40
No. of Account
30
Holders
20

10

0
Saving Current Fixed Demat
Types of Account

Analysis and Interpretation:

The above graph makes it clear that the maximum numbers of accounts that are held by the
respondents are saving accounts.

5.6 Reason for Holding the Account in HDFC Bank

Table 5.6 Reason for Holding the Account in HDFC Bank

Reason Convenient Efficient Good Innovative Recommendation Acquaintance Any
Location Service Image Service Of With Other
(CL) (ES) (GI) (IS) Friend/ Relative Bank Staff (AO)
(FR) (BS)
Response 21 61 20 19 45 32 2

48
 NOTE: The total is more than 100 because of multiplicity of response.

Figure 5.6 Reasons for Holding the Account in HDFC Bank

Reasons For Holding the Account in HDFC Bank

AO, 1% CL, 11%

BS, 16%

FR, 22% ES, 30%

IS, 10% GI, 10%

Analysis and Interpretation:

The above Pie Chart clearly depicts that the main reason among the respondents for holding their
account in HDFC Bank is efficient service. Also recommendation of Friend/Relatives,
Acquaintance with Bank Staff and Convenient Location contribution significantly towards the
reason for holding their account. 1% of the respondents said Good Communication was also a
reason for their account at HDFC Bank.
5.7 Behaviors of staff members
Table 5.7 Behaviors of staff members

Behaviors Good Very nice Satisfactory Rude

Respondent 30 40 25 5

Figure 5.7 Behaviors of staff members

49
 Chart Title
45
40
40
35
30
30 Good
25
25
Very nice
20
Satisfactory
15
10 Rude
5
5
0
Behaviour

Analysis and Interpretation:

The above Pie Chart clearly depicts that the main reason among the respondents for holding their
account in HDFC Bank is because the behavior of staff members is good and very nice.

5.8 Account with any other Bank

Table 5.8 Account with any other Bank

Parameters Yes No
Response 81 19

50
 Figure 5.8 Account with any other Bank

81
90
80
70
60
50
40
19
30
20
10
0
Yes No

Analysis and Interpretation:

The above chart shows that out 100 respondents surveyed 81 are having accounts with other
banks also. Whereas 19 respondents have their accounts only with the HDFC Bank Ltd.

5.9 Extra Benefits derived from other Banks

Table 5.9 Extra Benefits derived from other Banks

Parameters Yes No
Response 6 75

Figure 5.9 Extra Benefits derived from other Banks

51
 75
80
70
60
50
40
30
20 6
10
0
Yes No

Analysis and Interpretation:

The above chart shows that those having accounts with other banks (81 Respondents) only 6 of
them are driving benefit like Greater and Larger Network.

5.10 Sources of Information Regarding Innovative Service Offered by HDFC

Bank

Table 5.10 Sources of Information Regarding Innovative Service Offered by HDFC Bank
Parameters Advertisement Bank Friends/ News Bank, Any
(Advt.) Staff Relatives Paper, bulletins, Other
(BS) (F/R) Journals Brouchers (AO)
(NJP) (BBB)
Response 24 61 21 30 46 -

52
Figure 5.10 Sources of Information Regarding Innovative Service Offered by
HDFC Bank

Sources of Information Regarding Innovative Service

Offered by HDFC Bank

AO Advt.
BBB 0% 13%
25%

BS
NPJ 34%
16% F/R
12%

Analysis and Interpretation: The above pie chart shows that the main source of
information regarding various innovative services offered by HDFC Bank is bank staff. Bank
Bulletins, Brouchers and News Paper, Journals also contribute significantly as a source of
information of respondents.

5.11 Rating of Sales Promotional Activities of HDFC Bank by the

Respondents

Table 5.11 Rating of Sales Promotional Activities of HDFC Bank by the Respondents
Parameters Good Average Poor

Response 34 59 7

Figure 5.11 Rating of Sales Promotional Activities of HDFC Bank by the Respondents

53
 59
60

50
34
40

No. of Respondents 30

20
7
10

0
Good Average Poor

Analysis and Interpretation:

The above graph shows that 59 respondents have rated the sales promotional activities of HDFC
Bank average. 34 Respondents have rated it good and 7 of them rated it poor.

5.12 Awareness of Services been Offered by HDFC Bank

Table 5.12 Awareness of Services been Offered by HDFC Bank

Parameters Personal ATM Demat Car Locker Insta Bill

Loan Card Account Loan (L) Alert Pay
(PL) (AC) (DA) (CI) (IA) (BP)
Response 62 100 25 43 39 6 3

Figure 5.12 Awareness of Services been offered by HDFC Bank

54
 Response

Personal Loan (PL)

63
39 62 ATM Card (AC)
Demat Account (DA)
43 Car Loan (CI)
Locker (L)
25 Insta Alert (IA)
100
Bill Pay (BP)

Analysis and Interpretation:

The above pie chart show that the majority of the respondents i.e. 100 are aware about the ATM
card service, 62 respondents are aware about personal loans & 43 respondents are aware about
the car loans provided by the HDFC Bank.

5.13 Awareness of Services been offered by HDFC Bank

Table 5.14 Awareness of Services been offered by HDFC Bank

Parameters Mobile NRI One Mutual Insurance Net Credit/ Intercity

Banking Servic View Funds (I) Banking Debit Banking
(MB) e (OV) (MF) (NB) Card (ICB)
(NS) (CD)
Response 36 30 5 18 59 39 34 48

Figure 5.14 Awareness of Services been offered by HDFC Bank

55
 70
59
60
48
50
39
40 36 34
30
30
18
20 Response
10 5
0
(MB) (NS) (NB) Card (ICB)
Banking Service (OV) (MF) (I) Banking Debit Banking
Mobile NRI One View Mutual Insurance Net Credit/ Intercity
Funds

Analysis and Interpretation:

The above chart shows the awareness level of Respondents regarding the various services
offered by HDFC Bank. The chart shows out of 100 Respondents surveyed how many of them
are aware of the services and how many of them are unaware. Like Personal Loan is known to 62
Respondents 38 of them are unaware about this. ATM card facility is known to all the
Respondents. Similarly Mobile Banking is known to 36 Respondents but 64 of them are unaware
of this service. One view facility is known to only 5 Respondents and 95 of them are unaware
about it. Intercity Banking is known to 48 Respondents and 52 are unaware of this service.
5.14 Problem faced by the customer regarding the bank

Table 5.15 Problem faced by the customer regarding the bank

Problems No. of Respondents
Timeliness 78
Customer Relationship 12
Infrastructure 10
Other 0
Total 100

Figure 5.15 Problem faced by the customer regarding the bank

56
 No. of Respondents
Timeliness

Customer
78 Relationship
100 Infrastructure

Other
12
010
Total

Analysis and Interpretation:

The above pie chart show that the majority of the respondents i.e. 78 have problem with time
taken by the HDFC Bank for completing their transactions, 12 respondents have problem with
the relationship of the bank employees with customers. Whereas 10 respondents have problem
with the infrastructure.

RECOMMENDATIONS OF THE STUDY

1. The bank should take care of its promotional activities to influence more customers.
2. A forceful advertisement regarding products and services would be very helpful.
3. POS terminal can be installed at various shopping complexes so that customers can make
better use of their ATM, credit or debit cards.
4. The POS terminal needs to be installed at location that attracts lot of potential customers.
5. Bill Pay facility should also be started in the bank as it would also attract more
customers.

57
6. The bank can contact customer who have exited from its services or switched to some
other competitor bank to learn why this happened as it can lead to more solution to
customer satisfaction and helps in checking customer loss rate.

Today’s customers are becoming harder to please. They are smarter, more price conscious,
more demanding, less forgiving and they are approached by many more competitors with
equal or better offers. The challenge is not only to produce satisfied customers but also
delighted and loyal customers and total quality is the key to value creation and customer
satisfaction.

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 BIBLIOGRAPHY

 Schneller (1982) Financial Ratios and the Analysis of Marketing Policies, European
Journal of Marketing

 Charbaji (1994) International Financial Analysis and the Handicap of Accounting

Diversitry, European Business Review

 Phelan (1997) Exposing the Illusion of confidence in Financial Analysis, Management

Diction available at http://www.emeraldinsight.com

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  Shin and Soeman (1998) Working Capital Management

 Dowling (2000) Using Multiple Imputation in the Analysis of Incomplete Observations

in Finance, Journal of Financial Econometrics, available at
http://jfec.oxfordjournals.org/misc/terms.dtl

 Lyroudi and Lazaridis (2000) International Financial Analysis and the Handicap of
Accounting Diversitry, European Business Review

 Watson (2000) an exploratory statistical analysis of financial measures MA Journal of

Management Mathematics

 Kofman (2001) Using Multiple Imputation in the Analysis of Incomplete Observations in

Finance, Journal of Financial Econometrics

 Martínez (2004) International Financial Analysis and the Handicap of Accounting

Diversitry, European Business Review, Available at http://www.emeraldinsight.com

 Tamagni (2008) Ratio Analysis CME journal of Financial Position

QUESTIONNAIRE

Dear respondent the idea behind this questionnaire is to know the level of satisfaction among
customers regarding various services offered by HDFC Bank and the level of awareness and its
sources in Chandigarh.

SECTION – A

Name: ………………………………….

Age (years): (a) Below 20

(b) 20-30

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 (c) 30-40

(d) Above 40

Occupation: (a) Business

\
(b) Service

(c) Professional

Income (Rs. Per month):

(a) Below 10,000

(b) 10,000-20,000

(c) 20,000-40,000

(d) Above 40,000

Educational Qualification

(a) Under Graduate

(b) Graduate

(c) Post Graduate

SECTION – B

1. Do you have an account at HDFC bank?

(a) Yes (b) No

2. What type of account do you hold in this bank?

(a) Current account (b) Saving account

(c) Fixed account (d) Demat account

3. Why do you hold your account in this bank?

(a) Convenient location (b) Efficient service

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 (c) Good image (d) Innovative service

(e) Recommendation of (f) Acquaintance with

Friend/relatives Bank staff
(g) Any other (please specify) …………………………..

4. Behaviour of staff members is

(a) Good (b) Very nice

(b) Satisfactory (d) Rude

5. Do you have an account with other Bank?

(a) Yes (b) No

6. Are you getting an extra benefit from the Bank?

(a) Yes (b) No

7. What sources provided you information regarding innovative service Provided by

HDFC bank?

(a) Advertisement (b) Bank Staff

(c) Friend/Relatives (d) Newspaper, journals
(e) Bank bulletins, (f) any other ……………….
Brouchers

8. How do you rate sales promotional activities of HDFC bank?

(a) Good (b) Average (c) Poor

9. In which of the following services customers are aware that are being offered in
the bank?

(a) Personal loans

(b) ATM card
(c) Lockers
(d) Bill Pay
(e) Mobile Banking
(f) NRI Services

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 (g) Insurance
(h) Net Banking
(i) Credit/Debit Card
(j) Demat account
(k) Car loan
(l) Insta Alert
(m) One view
(n) Mutual funds
(o) Inter branch banking

10. Any problem you are facing regarding the bank?

(a) Timeliness

(b) Customer Relationship

(c) Infrastructure

(d) Others

Thanks for your cooperation

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