Project HDFC
Project HDFC
Project HDFC
HDFC BANK
HEAD OFFICE
RESIDENCY ROAD
SRINAGAR
KASHMIR
A Training Report
On
“Expectations and Perception of customers towards
the HDFC Bank”
Conducted at
Srinagar Kashmir.
Submitted to
H.N.B.Gharwal University
Session (2007-2010)
Submitted by: Project
guide:
Relatio
nship Manager
PREFACE
1 OBJECTIVES.
6 METHODOLOGY AND
QUESTIONNAIRE.
8 DISCUSSION.
9 CONCLUSION.
10 RECOMMENDATION.
11 BIBLIOGRAPHY.
ACKNOWLEDGEMENT
HIERARCHY
CHART
Cluster Head (Mr. Zubair Iqbal)
CSM SSM
Personal Tellers
Bankers (Ms. Wajida)
(Mr. Haris)
(Mr.Yasir) CSE
BM= Branch Manager
CSM= Current Account Sales Manager
SSM = Savings Account Sales Manager
CSE = Contract Sales Executive
PRODUCTS
AND SERVICES
OFFERED BY
HDFC BANK
PRODUCTS OFFERED BY HDFC BANK.
1.ACCOUNTS AND DEPOSITS.
• SAVINGS ACCOUNT: These accounts are
primarily meant to inculcate a sense of
saving for the future, accumulating funds
over a period of time. Whatever your
occupation, we are confident that you will
find the perfect banking solution.
• SALARY ACCOUNT: Salary account is a Zero
Balance Account which earns interest on
your savings from salary at a competitive
rate fixed by the bank from time to time.
There is no fee applicable for branch
transactions and you receive banking
statements once every six months.
• CURRENT ACCOUNT: A Current account is
ideal for carrying out day-to-day business
transactions. With the HDFC Bank Regular
Current Account, you can access your
account anytime, anywhere, pay using
payable at par cheques or deposit cheque at
any HDFC bank branch. Current Account
requires you to maintain an average
quarterly balance of only Rs. 10,000.
7.CARDS
• CREDIT CARDS: Besides arming you with
unmatched spending power, HDFC Bank’s
Credit Cards are designed to meet your
unique needs.
• DEBIT CARDS: HDFC Bank Debit Cards give
you complete and instant access to the
money in your accounts without the risk or
hassle of carrying cash.
• PREPAID CARDS: Our Prepaid Cards have
been tailored to answer your travel and
gifting needs.
8. PAYMENT SERVICES
With HDFC Bank's payment services, you can bid
goodbye to queues and paper work. Our range of
payment options make it easy for you to pay for a
variety of utilities and services.
• VERIFIED BY VISA: You can shop securely
online with your existing Visa Debit/Credit
card.
• NET SAFE: With this you can shop online
without revealing your HDFC Bank Credit
Card number.
MERCHANT SERVICES: Accept all Visa,
MasterCard, Credit and Debit cards at your
outlets through your website and
experience hassle free payment
acceptance.
• PREPAID MOBILE REFILL: You can now
recharge your Prepaid Mobile Phone with
this service.
• BILL PAY: You can pay your telephone,
electricity and mobile phone bills at your
convenience through the Internet, ATMs, our
mobile phone and telephone - with Bill Pay,
HDFC’s comprehensive bill payment
solutions.
• VISA BILL PAY: You can pay your utility bills
from the comfort of your home using HDFC
Bank Visa credit card and forget long queue
and late payments forever.
• INSTA PAY: With this you can pay your bills,
make donations and subscribe to magazines
without going through the hassle of any
registration.
• DIRECT PAY: Shop or Pay bills online without
cash or card. Debit your account directly
with HDFC’s Direct Pay service.
• SMART PAY (with credit cards): With Smart
Pay, paying your electricity, telephone,
mobile phone, water bills, and gas and
insurance premia payments becomes easy
like never before.
• VISA MONEY TRANSFER: Transfer funds to
any visa card within India at your own
convenience.
INTRODUCTION
TO THE
TOPIC
Change is the key to winning and retaining
leadership in the world market. In the hyper
competitive international market, only such business
organizations those are prepared to make the leap
beyond traditional hierarchies will thrive and survive.
An organization that is not kind and receptive to
change will begin to stagnate, decay and eventually
fade away.
The Banking and Finance industries are
experiencing a period of dramatic change, which has
been brought about by competitive pressures in the
industry in the form of financial institutes, foreign
banks, and private banking. In this ever changing
and competitive banking environment, the future
success or failure of an individual bank would be
largely dictated by range and quality of service it
offers to the customers. The essential adjunct of any
bank is to understand and anticipate customers’
needs and cater to them. A winning company
continuously exceeds customer expectations.
Meeting customer’s expectations will only satisfy
them, exceeding their expectations will delight them.
Present generation of customers is widely different
from the previous generations. More and more
customers today are high achievers with greater
technical knowledge. From the customers’ point of
view, the most vivid impression of service occurs in
the “SERVICE ENCOUNTER” when the customers
interact with the service firm. It is in the service
80% 75%
70% 60%
60% 50%
50%
40% 35%
30%
20%
10%
0%
Dec'2005 Dec'2006 Dec'2007 Mar'2008
Internet was used to get the latest insight about the
services and facilities of the HDFC Bank.
QUESTIONNARE
Name of the Respondent: ____________________________________
Occupation: ____________________________________
Account-No: ____________________________________
• Prompt Service 1 2 3 4 5
• Courteous Employees 1 2 3 4 5
9. What do you like about HDFC Bank as compared to the other banks of the sate?
____________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
__
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
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____
0.35
30%
0.3
25% 25%
0.25
20%
0.2 Series2
0.15 Series1
0.1
0.05
0
1 to 3 4 to 6 7 to 9 Above 9
times times times times
COMPARATIVEANALYSISOFHDFCBANK
WITHOTHERBANKS
0.8 70%
0.7
0.6
0.5
0.4
0.3 25%
0.2
0.1 5%
0
same as better than poor than
other banks other banks other banks
60%
who were asked about the service provided by HDFC
Bank, 13% of them replied that service provided is
above expectation, 57% said that it is same as their
50%
expectation and 30% said that HDFC Bank’s service
is below expectation.
6. CUSTOMER COMPLAINT
MANAGEMENT
CU
60%
Customer complaint management of HDFC Bank as
per respondents is, 5% said that it is excellent, 55%
said that it is good, 30% said that it is average and
10% said that it is below average.
BU
Out of a sample of 300 customers 95 feel that
timing at HDFC Bank is convenient as per their needs
but 91% of the customers feel that it is not
convenient and HDFC Bank needs to change its
timing. Also customers said that on Saturday bank
should be open till late hours as other days.
8. ATTITUDE OF EMPLOYEES
TOWARDS
CUSTOMERS
Customers feel that employees of HDFC Bank are to
some extend behaving in a proper manner but some
of the employees are not courteous enough. 42% of
the customers feel that behavior of employees is
good, 46% said that their behavior is satisfactory and
12% said that they have a poor behavior.
PER
In HDFC Bank, 76% of the customers are
satisfied with the bank and its service and have no
complaints ever made. But 24% of the customers are
not satisfied with the bank and have lots of complaint
s regarding Bank’s service etc.
80%
of the HDFC Bank, HDFC Bank has got following
rating as per the expectations of the customers
towards the Bank. Evident from the graph above,
70%
21% of the customers said that bank has excellent
service and stands outstanding, 72% of the
customers feel that HDFC Bank is same as what they
expect, and rest 7% said that HDFC Bank is working
60%
below expectation.
50%
DISCUSSION
Looking at the above mentioned graphs and the
figures of customer expectations, perception of
customers towards the bank, it can be easily said
that on B.C.G matrix HDFC Bank can be treated as
STAR in Kashmir. The most important reason is the
service provided by HDFC Bank in comparison to
other Banks of the state.
There is a big potential market in Kashmir, which
needs to be harnessed so as to increase the
suggestions recorded during the survey showed that
some of the customers are dissatisfied with HDFC
Bank as such it gives an opportunity for HDFC Bank
to improve.
CONCLUSION
The bank, although a new comer in the valley,
has been able to develop and maintain a strong
image in the minds of the customers with 93% of the
customers satisfied with overall performance of the
bank, reason being the bank’s success in providing
good banking facilities to its customers. The bank
has been successful in developing and maintaining
strong relationship with its customers which is
evident from the fact that customers are getting
added to the list of HDFC bank breaking their long
term relationships with their previous service
providers.
HDFC Bank is having a strong position in
comparison to its big competitor in the valley J&K
Bank. The services provided by HDFC Bank are better
in comparison to other banks of the state.
RECOMMENDATIONS
It is clear from the survey that HDFC Bank provides
better service as compared to other Banks of the
valley, but they need to improve their services
because competition is increasing with the entry of
new Banks. In order to stay ahead of competition and
create a loyal and growing customer base the
following measures are recommended:
1. Some services which are being provided
by HDFC Bank in other parts of the country like
Tele-Banking, Internet Banking etc. must also be
introduced in Kashmir.
2. HDFC Bank should open more branches
and ATMs at various places, so that it becomes
easy for every customer to approach bank.
3. Business timing is not convenient as far as
the customer’s preference is concerned.
According to the observations 91% of the
customers are dissatisfied with the timing of
HDFC Bank and they suggest changing it. As per
customers timing at HDFC Bank should be
9:30a.m. to 5:p.m. Also customers suggest that
due to competition, bank should work till late
hours on Saturday instead of closing at 12:30
pm.
4. Residency branch is overcrowded, and
customer base of Residency Branch is too high.
For this purpose it needs to
ZEITHMAL, BITNER…………………..........‘Service
Marketing’
JOURNALS
MANAGEMENT JOURNALS
MARKETING JOURNALS
INTERNET
WWW.HDFCBANK.COM