RESEARCH DESIGN

“Research design is the arrangement of conditions for collecting and analysis of data in a
manner that aims to combine relevance of the research purpose with economy in
procedure.”

1
 INTRODUCTION
In the organized segment, banking system occupies an important place in nations
economy. It plays a pivotal role in the economic development of a country and forms the core of
the money market in an advanced country. The commercial banks in India comprise of both
Public sector as well as private sector banks. There are total 28 Public sector and 27 private
sector banks are functioning in the country presently. Banks have to deal with many customers
everyday and render various types of services to its customer. It’s a well known fact that no
business can exist without customers. 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. 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. Customer satisfaction is an
ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary
from person to person and service to service. The state of satisfaction depends on a number of
both psychological and physical variables.

The banking industry like many other financial service industries is facing a rapidly
changing market, new technologies, economic uncertainties, fierce competition and more
demanding customers and the changing climate has presented an unprecedented set of
challenges. Banking is a customer oriented services industry, therefore, the customer is the focus
and customer service is the differentiation factor. The banking industry in India has undergone
sea change since post independence. More recently, liberalization, the opening up of the
economy in the 90s and the government's decision to privatize banks by reduction in state
ownership culminated in the banking reforms based on the recommendations of Narasimha
Committee. The prime mover for banks today is profit, with clear indications from the
government to 'perform or perish'.

2
 Banks have also started realizing that business depends on client service and the
satisfaction of the customer and this is compelling them to improve customer service and build
up relationship with customers. With the current change in the functional orientation of banks,
the purpose of banking is redefined. The main driver of this change is changing customer needs
and expectations. Customers in urban India no longer want to wait in long queues and spend
hours in banking transactions. This change in customer attitude has gone hand in hand with the
development of ATMs, phone and net banking along with availability of service right at the
customer's doorstep. With the emergence of universal banking, banks aim to provide all banking
product and service offering under one roof and their endeavor is to be customer centric. With
the emergence of economic reforms in world in general and in India in particular, private banks
have come up in a big way with prime emphasis on technical and customer focused issues.

Even when it comes to products, the changes have been many. Graduating from simple
savings accounts and fixed and recurring deposits, banks now offer a host of products like
special savings account and sweep-in-account, no frills accounts and easy receive account.
Private sector banks may have taken the lead, but public sector banks, with their vast client base
and unparalleled treasury of trust, are evolving their own brand of customer-friendliness.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality,
Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change measurement and are most
often utilized to develop the architecture for satisfaction measurement as an integrated model.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between
1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by
using the gap between the customer's expectation of performance and their perceived experience
of performance. This provides the measurer with a satisfaction "gap" which is objective and
quantitative in nature. Work done by Cronin and Taylor propose the"
confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,

3
Zeithaml and Berry as two different measures (perception and expectation of performance) into a
single measurement of performance according to expectation.

According to Garbrand, customer satisfaction equals perception of performance divided

by expectation of performance.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 and in term of their perception and expectation of performance of the
organization being measured. Understanding the nuances of what customer satisfaction is, a
challenging task.

This exercise in the context of the banking industry will give us an insight into the
parameters of customer satisfaction and their measurement. This vital information will help us to
build satisfaction amongst the customers and customer loyalty in the long run which is an
integral part of any business. The customer's requirements must be translated and quantified into
measurable targets. This provides an easy way to monitor improvements, and deciding upon the
attributes that need to be concentrated on in order to improve customer satisfaction. We can
recognize where we need to make changes to create improvements and determine if these
changes, after implemented, have led to increased customer satisfaction. "If you cannot measure
it, you cannot improve it." - Lord

William Thomson Kelvin (1824-1907).

4
 MEASURING CUSTOMER SATISFACTION IN THE

BANKING INDUSTRY

Banking operations are becoming increasingly customer dictated. The demand for
'banking supermalls' offering one-stop integrated financial services is well on the rise. The ability
of banks to offer clients access to several markets for different classes of financial instruments
has become a valuable competitive edge. Convergence in the industry to cater to the changing
demographic expectations is now more than evident. Bancassurance and other forms of cross
selling and strategic alliances will soon alter the business dynamics of banks and fuel the process
of consolidation for increased scope of investment linkages. In short, the domestic economy is an
increasing pie which offers extensive economies of scale that only large banks will be in a
position to tap. With the phenomenal increase in the country's population and the increased
demand for banking services; speed, service quality and customer satisfaction are going to be
key differentiators for each bank's future success. Thus it is imperative for banks to get useful
feedback on their actual response time and customer service quality aspects of retail banking,
which in turn will help them take positive steps to maintain a competitive edge.

The working of the customer's mind is a mystery which is difficult to solve and
understanding the nuances of what customer satisfaction is, a challenging task. This exercise in
the context of the banking industry will give us an insight into the parameters build satisfaction
amongst the customers and customer loyalty in the long run which is an integral part of any
business. The customer's requirements must be translated and quantified into measurable targets.
This provides an easy way to monitor improvements, and deciding upon the attributes that need
to be concentrated on in order to improve customer satisfaction. We can recognize where we
need to make changes to create improvements and determine if these changes, after
implemented, have led to increased customer satisfaction. "If you cannot measure it, you cannot
improve it." - Lord

William Thomson Kelvin (1824-1907).

5
 The Need to Measure Customer Satisfaction:

Satisfied customers are central to optimal performance and financial returns. In many
places in the world, business organizations have been elevating the role of the customer to that of
a key stakeholder over the past twenty years. Customers are viewed as a group whose
satisfaction with the enterprise must be incorporated in strategic planning efforts. Forward-
looking companies are finding value in directly measuring and tracking customer satisfaction
(CS) as an important strategic success indicator. Evidence is mounting that placing a high
priority on CS is critical to improved organizational performance in a global marketplace.

With better understanding of customers' perceptions, companies can determine the

actions required to meet the customers' needs. They can identify their own strengths and
weaknesses, where they stand in comparison to their competitors, chart out path future progress
and improvement. Customer satisfaction measurement helps to promote an increased focus on
customer outcomes and stimulate improvements in the work practices and processes used within
the company.

When buyers are powerful, the health and strength of the company's relationship with its
customers – its most critical economic asset – is its best predictor of the future. Assets on the
balance sheet – basically assets of production – are good predictors only when buyers are weak.
So it is no wonder that the relationship between those assets and future income is becoming more
and more tenuous. As buyers become empowered, sellers have no choice but to adapt. Focusing
on competition has its place, but with buyer power on the rise, it is more important to pay
attention to the customer.

Customer satisfaction is quite a complex issue and there is a lot of debate and confusion
about what exactly is required and how to go about it. This article is an attempt to review the
necessary requirements, and discuss the steps that need to be taken in order to measure and track
customer satisfaction.

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 STATEMENT OF PROBLEM

“T0 STUDY CUSTOMER SATIFACTION ABOUT SAVING ACCOUNT HOLDER IN

HDFC BANK” PIMPRI, PUNE”.

OBJECTIVE OF THE PROJECT

 To Study the Saving habits of the Consumer.

 To Study the Significance of saving account in banking System.

 To Study the aspect of Categorizing saving account as per the requirement of distinct
Customer.

 To Study about the customer satisfaction in HDFC bank.

 To Study the procedure involved in the opening of saving account.

 To Study the employees behavior and other services in HDF bank.

7
 SCOPE

The project throws on the need for saving account for successfully marketing. The project
was developed based on benefits of sales towards organization. It will be helpful for the
management to identify the needs and benefits of the consumer and to take decision to promote
the marketing.It will help in evaluating the various products and services. They would be able to
design various schemes and service in Bank.

Limitations of the project

 The respondents from whom primary data was gathered any times displayed complete

ignorance about the complete branded range, which was being studied.

 Lack of time is the basic limitation in the project.

 Lack of experience also because hurdle for me.

 Some Customer did not answer all the questions or do not have time to answer.

8
 Research Methodology

Definition:-

“Research Comprises offering and redefining problem, formulating hypothesis or

suggested solution; collecting, organizing and evaluating data; making deduction and reaching
conclusion to determine whether they fit the formulating

- Clifford woody

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Research --:

Research is an art of scientific investigation. Research is considered as a movement ,

from the known to the unknown. It is actually a voyage of discovery.

Research is thus an original contribution to the existing stock of knowledge making for its
advancement.

Data collection:-

The research can gather data from primary source and as well as secondary sources.
Secondary data are data that already exist while; primary data are freshly gathered for a specific
purpose.

Primary Data collection:-

Primary Data are those, collection specifically by, or for, the data user. There is no
intervening party to summarize the original data. As the original data from each unit or
respondent are available they are be reticulated or reanalyzed. The data collected are specifies in
advance by managers who will use data.

Sources of primary data collection:-

1) Questionnaires
2) Interview

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Secondary Data collection :-

Secondary Data are those that been collected by other Organization for example: govt.
agencies, financial organization, news paper & Magazines, Trades associations or commercial
Marketing Research Services. The collect original data, analysis and tabulate these data, but then
publish only in summary tables and charts.

Sources of secondary data:-

a) Customer’s interaction.
b) Important web site:-
 www.hdfcbank.com
 www.economictimes. Com
 www.indian bankinghistory.com
 http://www.hdfc.com
 http://www.google.co.in

c) Business journals / Magazines

d) Library
e) Search engine

Analysis Techniques

a) Type of the research undertaken is analytical.

b) Technique used is random sampling.

c) Sample size taken is 22.

d) Sources of data used include both primary as well as secondary data.

e) Tool used for the research is questionnaire.

f) Plan of analysis are tables and graphs.

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SAMPLING:-

SAMPLE UNIT
Sample units are nothing but the respondents covered during the process of collecting data for
the purpose of research. The sampling units consisted of people who have there own saving
account.
g) Type of the research undertaken is analytical.

h) Technique used is random sampling.

i) Sample size taken is 56.

j) Sources of data used include both primary as well as secondary data.

k) Tool used for the research is questionnaire.

Plan of analysis are tables and graphs

SAMPLE SIZE

The sample size is the total number count of the number of total respondents covered for the
research purposes.
Total sample size = 56

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 PROFILE OF THE ORGANIZATION

History of HDFC bank

HDFC Bank's mission is to be a World-Class Indian Bank. The Bank's aim is to build
sound customer franchises across distinct businesses so as to be the preferred provider of
banking services in the segments that the bank operates in 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 and regulatory compliance. HDFC
Bank's business philosophy is based on four core values: Operational Excellence, Customer
Focus, Product Leadership and People.

1994:-
HDFC Was started a new range of business in the field of banking sector. HDFC get Certificate
of Commencement of Business was received on 10th October 1994 from Reserve Bank of India.

1995:-

Received license from RBI, and entered into strategic alliance with national Westminster bank
group.HDFC bank launches its first Initial public offer (IPO) Of Rs.500 million eliciting a record
55 times over-subscription.

1996:-

Total Balance Sheet Size Crosses Rs.10 Billion.

1997:-

Declared maiden dividend of 8%on equity shares for yearend 1997.

Launched retail investment advisory services.

1998:-

Launched its first retail lending product “Loan against shares”.Return on Equity crossed 20%
for financial year ended MARCH 1998 at 23.9%.Branch network touched 50.

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1999:-

Launched on-line, Real Time NatWest Group exits.

Launched first International Debit Card in India.

Business Today “Best Private Sector Bank” in India award.

Best Bank in India awarded by Euro money.

“Best Domestic Bank in India” by Finance Asia.

2000:-

Bank launched Mobile Banking (SMS based) a first in India. Customer base crossed 1 million.

Branch network crossed 100 branches.

2001:-

Become first private bank authorized to collect Income Tax for Central Government.

Bank listed its stock on New York Stock Exchange through American Depository Receipt.

Launched Credit Card business in Chennai.

The Economic Times Award for corporate Excellence.

2002:-

Branched network touched 200.

Awarded the 21st century Achievement award for finance.

2003:-

Business Today “Best Bank in India” Award.

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2004:-

Branched network touches 400.

Bank plans add-on ADS issue of US $300 Million.

2005:-

HDFC Bank ties up with the International Bank of Qatar to launch banking services in Qatar.

HDFC Bank unveiled credit card for farmers.

2006:-

According to BUSINESS TODAY magazine, HDFC Bank awarded with “Best Bank of 2006.

Forbes ranked HDFC Bank among the top 50 best Company in Asia region.

2007:-

On 31st march 2007, there are network of 684 branches and 1605 ATMS in 361 cities in the
country.

HDFC Bank has signed agreement with TATA Pipes to offer credit facilities to farmers across
the country.

2008:-

Merger with Centurion Bank of Punjab.

2009:-

No 1 Private Bank in India

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 RECENT DEVELOPMENT

The Reserve Bank of India has approved the scheme of amalgamation of Centurion

Bank of Punjab ltd. With HDFC Bank ltd. With effect from May 23, 2008.

All the branches of Centurion Bank of Punjab will function as branches of HDFC Bank
with effect from May 23, 2008. With RBI’S approval, all requisite statutory and regulatory
approvals for the merger have been obtained. The combined entity would have a nationwide
network of 1167 branches; a strong deposit base of around RS.1, 22,000 corers and net advances
of around RS.89,000 corors. The balance sheet size of the combined entity would be over
RS.1,63,000 crores.

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 Merger with Centurion Bank of Punjab Limited :-

On March 27, 2008, the shareholders of the Bank accorded their consent to a scheme of
amalgamation of Centurion Bank of Punjab Limited With HDFC Limited. The shareholder of the
Bank approved the issuance of one equity share of RS.10/- each of HDFC Bank Limited for
every 29 equity shares of RS. 1/- each held in Centurion Bank of Punjab Limited. This is subject
to receipt of Approvals from the Reserve Bank of India, stock exchanges and other requisite
statutory and regulatory authorities. The shareholders also accorded their consent to issue equity
shares and/or warrants convertible into equity shares at the rate of RS.1,530.13 each to HDFC
Limited and/or other Promoter group companies on preferential basis, subject to final regulatory
approvals in this regard. The shareholders of the Bank have also approved an increase in the
authorized capital from RS.450 Crores to RS.550 Crores.

17
Business Profile

HDFC Bank caters to a wide range of banking services covering both commercial and
investment banking on the wholesale side and transactional / branch banking on the retail side.
The bank has three key business areas :-

a) Wholesale Banking Services

The Bank's target market is primarily large, blue-chip manufacturing companies in the
Indian corporate sector and to a lesser extent, emerging mid-sized corporate. For these corporate,
the Bank provides a wide range of commercial and transactional banking services, including
working capital finance, trade services, transactional services, cash management, etc. The bank is
also a leading provider of structured solutions which combine cash management services with
vendor and distributor finance for facilitating superior supply chain management for its corporate
customer.

Based on its superior product delivery/service levels and strong customer orientation, the
Bank has made significant inroads into the banking consortia of a number of leading Indian
corporate including multinationals, companies from the domestic business houses and prime
Public Sector companies. It is recognized as a leading provider of cash management and
transactional banking solutions to corporate customers, mutual funds, stock exchange members
&banks. .
b) Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all his/her
banking requirements. The products are backed by world-class service and delivered to the
customers through the growing branch network, as well as through alternative delivery channels
like ATMs, Phone Banking, Net Banking and Mobile Banking.

18
 The HDFC Bank preferred program for high net worth individuals, the HDFC Bank
Plus and the Investment Advisory Services programs have been designed keeping in mind needs
of customers who seek distinct financial solutions, information and advice on various investment
avenues. The Bank also has a wide array of retail loan products including Auto Loans, Loans
against marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading
provider of Depository Services to retail customers, offering customers the facility to hold their
investments in electronic form.

HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA and issues the MasterCard Maestro debit card as well. The debit card
allows the user to directly debit his account at the point of purchase at a merchant establishment,
in India and overseas. The Bank launched its credit card in association with VISA in November
2001. The Bank is also one of the leading players in the

"Merchant acquiring" business with over 25,000 Point-of-Sale (POS) terminals for debit /
credit cards acceptance at merchant establishments. The Bank is well positioned as a leader in
various net-based B2C opportunities including a wide range of internet banking services for
Fixed Deposits, Loans, Bill Payments, etc.

C) Treasury Operations

Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures.

These and fine pricing on various treasury products 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.

19
INNOVATIVE SERVICES FOR YOUR CONVENIENCE

PHONE BANKING

24-hour automated banking services with 39 Phone Banking numbers available.

ATM

24-hour banking: Apart from routine transactions, you can also pay your utility bills and transfer
funds, at any of our ATMs across the country all year round.
INTER BRANCH BANKING

Access your account from any of our 468 branches in 212 cities.
NET BANKING

Access your bank account from anywhere in the world, at anytime, at your own convenience.
You can also view your Demat Account through Net Banking.

INTERNATIONAL DEBIT CARD

An ATM card you can shop with all over the country and in over 140 countries with. You can
spend in any currency, and pay in Rupees.
MOBILE BANKING

Access your account on your mobile phone screen at no airtime cost. Use SMS technology to
conduct your banking transactions from your cell phone.
BILL PAY

Pay your telephone, electricity and mobile phone bills through our ATMs, Internet, phone or
mobile phone. No more standing in long queues or writing cheques.
LOANS FOR EVERY NEED
Now, our loans come to you in easy-to-pay monthly installments, and are available with easy
documentation and quick delivery.

PERSONAL LOANS

Take a loan of up to Rs. 3 lakh for a wedding, education, purchase of a computer or an exciting
holiday.

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LOANS AGAINST SHARES

Get an overdraft up to Rs. 10 lakh at an attractive interest rate against physical shares, up to 50%
of the market value of your shares. In case of Demat Shares, you can get Loans against Shares
of up to 65% of the market value of your shares, till Rs. 20 lakh.
DEMAT ACCOUNT

Protect your shares from damage, loss and theft, by maintaining your shares in electronic form.
You can also access your demat account on the internet.

CURRENT ACCOUNT

Get a personalized cheque book, monthly account statements, inter-branch banking and much
more.
MUTUAL FUNDS

Apart from a wide choice of mutual funds to suit your individual needs, you benefit from expert
advice on choosing the right funds based on in-depth market analysis.
INTERNATIONAL CREDIT CARD

Get an option of Silver, Gold, or Health Plus Credit card, accepted worldwide from a world-
class bank. If you have outstanding balance on your other credit card, you can transfer that
balance to this card at a lower interest rate.
NRI SERVICES

A comprehensive range, backed by unmatched features and world-class service, ensures NRIs
all the banking support they need.
FOREX FACILITIES

Avail of foreign currency, traveler’s cheques, and foreign exchange demand drafts, to meet your
travel needs

INSURANCE

HDFC Bank now brings you Life Insurance and Pension Solutions like Risk Cover Scheme,
Savings Scheme, Children’s Plan and Personal Plan from HDFC Standard Life Insurance Co.
Ltd.

21
 HDFC Bank business strategy is as 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 scale able 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.

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 Product:- saving account

Effort to make banking simpler and more accessible for our customers, which offers you
all the basic facilities. It provide all services like Net banking, Mobile banking, Phone banking.
All this with a zero initial pay-In and zero balance account. Use the free Electronic Funds
Transfer Facility to transfer funds from your HDFC Bank account. Access your account through
a Free ATM Card. There are four types of saving account.

 Regular saving account

 Plus saving account
 Max saving account
 Kids saving account

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 1.REGULAR SAVING ACCOUNT

Features and Benefits:-

 Wide network of branches and over thousand ATMS to meet all your banking needs no

matter where you are located.

 5 free transaction from any bank ATMS per month.

 Bank conveniently with facilities like Net banking and mobile banking- check your

account balance, pay utility bill or stop cheque payment through SMS.

 Personalized cheques with your name printed on each cheque leaf for enhanced security.

 Taking advantage of bill pay, an instant solution to all your frequent utility bill

payment. Instruct for payment over the phone or through the internet

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 2. PLUS SAVING ACCOUNT

Features and Benefits

 Wide network of branches and over thousand ATMS to meet all yourBanking needs no

matter where you are located.

 5 free transaction from any bank ATMS per month.

 Free International Debit card for all account holders for life time of the account.

 Free Payable at par cheque book without any usage charges upto a limit of 50000/- per

month.

 Free Demand Draft on HDFC Bank location, up to a limit of 25000/- per day.

 Free Bill pay & Insta Alerts for all account holders for lifetime of the account.

 Free Electronic funds Transfer facility, Net Banking, Phone Banking, & Mobile Banking.

25
 3. MAX SAVING ACCOUNTS

Features and Benefits

 Free unlimited transaction: cash withdrawal.

 Free Gold Debit Card for primary account holder for lifetime of the account.

 Free Payable at par cheque book without any usage charges upto a limit of 1 lack per

month.

 Free Demand Draft on HDFC Bank location, up to a limit of 50000/- per day.

 Free Bill pay & Insta Alerts for all account holders for lifetime of the account.

 Self /Third Party Cash Deposit /withdrawal at non-home branch, up to RS.50000/- per day

free.

 Free Monthly Statement of Account.

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 4. KIDS SAVING ACCOUNT

Features and Benefits

 Automatically increases the balance in your Kids Advantage Account by transferring

affixed sum from.

 Amounts in excess of Rs. 5000/- over and a balance of Rs.10000/- gets converted into

fixed.

 Free international Debit card for your child (above 7 year of age) with minimum drawing

capabilities.

 Free Education Insurance of up toRs.100000/- for your child with every Kids Advantage.

 Net Banking facility to monitor both, your Saving Account as well as your Kids

Advantage Account.

 Free Funds Transfer between your Saving Account and your Kids Advantage Account.

 Opt for Systematic Investment in Mutual Funds for your child future.

27
 DATA PRESENTATION & DATA ANALYSIS

Table No. 1

Table representing the customer prefer the best Bank in private sector

Best Bank in private sector No. of respondents Percentage

HDFC 56 56%
AXIX 14 14%
ICICI 24 24%
OTHER 6 6%
TOTAL 100 100%

Best Bank in private sector

60
50
40 Resopndents
30
20
10
0
HDFC AXIS ICICI OTHER

Analysis

 56% Customers are of HDFC bank

 14% Customers are of Axis bank
 24% Customers are of ICICI bank
 6% Customers are of other bank

Interpretation

 Majority of the customer are prefer HDFC Bank in private sector.

Table No.2
28
 Table representing the customer preface to have an account with HDFC

Preface to have an account

No. of respondents Percentage
with HDFC
Highly Secured 28 48%
Strong KYC ( KNOW YOUR
8 14%
CUSTOMER)
CPV (CONTACT POINT
16 31%
VERIFICATION Strong KYC
( KNOW YOUR
OTHER 4 7%

TOTAL 56 100%

other
7%

cpv
31% Highly secure
48%

kyc
14%

Analysis

 48% Customers are for Highly Secured

 14% Customers are for Strong KYC ( KNOW YOUR CUSTOMER)
 31% Customers are for CPV (CONTACT POINT VERIFICATION Strong KYC
((KNOW YOUR CUSTOMER)
 7% Customers are for other
Interpretation

Majority of customer preface to have an account with HDFC because of Highly Secured.

Table No. 3

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 Table representing the customer Type saving account

Type saving account No. of respondents Percentage

Regular saving account 29 52%

Plus saving account 17 30%

Max saving account 3 5%

Other saving account 7 13%

Total 56 100%

plus
30%

regular
52%

other max
13% 5%

Analysis

 52% Customers are for Regular saving account

 30% Customers are for Plus saving account
 5% Customers are for Max saving account
 13% Customers are for Other saving account
Interpretation

 Majority of the customer is for Regular saving account

Table No. 4

Table representing for HDFC Bank is different from other bank

HDFC Bank is different from

No. of respondents Percentage
other bank

30
 KYC norms is very stiff 7 12%
CPV is essential 20 36%
Easy Documentation
16%
requirement 9
Easy to operate 20 36%
Total 56 100%

KYC CPV Documentation Operate

13%

36%

36%

16%

Analysis

 12% Customers are KYC norms is very stiff

 36% Customers are CPV is essential
 16% Customers are Easy Documentation requirement
 36% Customers are Easy to operate
Interpretation

 Majority of the customer is for Easy to operate and CPV is essential

Table No. 5

Table representing the HDFC is bank with “all in one” facility

HDFC is bank with
No. of respondents Percentage
“all in one” facility

YES 32 57%

NO 8 14%

CAN’T SAY 10 29% 31

Total 56 100%
.

Can't say
29%

YES
57%
NO
14%

Analysis

 57% Customers are telling Yes

 14% Customers are telling No
 29% Customers are telling CAN’T SAY

Interpretation

 Majority of the customer tells that HDFC is bank with “all in one” facility

Table No. 6

Satisfied with the service No. of respondents Percentage

Strongly Disagree 5 5%
Somewhat Disagree 3 9%
Neutral 20 36%
Somewhat Agree 12 21%
Strongly Agree 16 29%
Total 56 100%

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 Table representing satisfaction with the service providing by the HDFC Bank

Satisfaction
Strong Disagree
9%
somewhat Disagree
5%
Strong agree
29%

Neutral
36%

Somewhat agree
21%

Analysis
 5% Customers are Strongly Disagree
 9% Customers are Somewhat Disagree
 36% Customers are Neutral
 21% Customers are Somewhat Agree
 29% Customers are Strongly Agree

Interpretation

Majority of the customers tells that they are neutral with satisfaction.

Table No. 7

What makes saving account in No. of respondents Percentage

HDFC Bank.
Services 15 27%
Facilities Provided 15 27%

Security 11 19%
Easy to operate 15 27%
Total 56 100%

33
 Table representing the What makes saving account in HDFC Bank.

service Facilities Provided security easy to operate

27% 27%

20%
27%

Analysis
 27% Customers are Services
 27% Customers are Facilities Provided
 19% Customer are Security
 27% Customers are Easy to operate

Interpretation
 Majority of the Customer are for Services ,facilities Provided, Easy to operate

Table No. 8

Visit to the Bank Branch No. of respondents Percentage

Within a Week 4 7%

2-3 week 2 4%

1 Month 12 21%

2-3 Month 18 32%

Don’t Know 22 36%

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 Total 56 100%

Table representing the customer visit to the Bank Branch

visit to bank
20
18
16
14 Visit
12
10
8
6
4
2
0
within a week 2-3 week 1 month 2-3 month Don't Know

Analysis

 2% Customers of visit the bank in 2-3 week

 12% Customers of visit the bank in1 Month
 18% Customers of visit the bank in2-3 Month
 22% Customers of visit the bank in Don’t Know
Interpretation

 Most of the customer don’t visit the bank

Table No. 9

visit to the Bank ATM No. of respondents Percentage

Within a Week 30 54%

2-3 week 17 30%

1 Month 7 12%
1 2%
2-3 Month
Don’t Know 1 2%

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 Total 56 100%

Table representing the customer visit to the Bank ATM

within a week 2-3 week 1 month 2-3 month Don’t Know

13% 2% 2%

54%

30%

Analysis
 54% Customers of visit the ATM Within a Week
 30% Customers of visit the ATM in 2-3 week
 12% Customers of visit the ATM in1 Month
 2% Customers of visit the ATM in2-3 Month
 2% Customers of visit the ATM in Don’t Know

Interpretation

 Most of the customers visit the bank ATM Within a week.

Table No. 10
salesperson attended to you No. of respondents Percentage

0-2 minutes 30 54%

3-5 Minutes 17 30%

6-10 minutes 7 7%
10-15 min 1 2%
More than 15 min 1 2%
Total 56 100%

36
 Table representing the salesperson attended to customer.

Salesperson attended Customer

30
25
20 Respondents

15
10
5
0
0-2 min 3-5 min 6-10 min 10-15 min more than 15 min

Analysis

 40% customers say 0-2 minutes

 18% Customers say 3-5 minutes
 15% Customers say 6-10 minutes
 2% Customers say10-15 min
 2% customer say More than 15 min
Interpretation

 Majority of the customer say that 0-2 minutes take the sale person

Table 11

Behavior of employees No. of respondents Percentage

Not Patient 6 11%

Didn't Listen Carefully 10 18%

Unfriendly 28 50%

Positive 12 21%

Total 56 100%

Table representing the behavior of employees

37
 Behavior of employees
60%

50%
40%
Behavior
30%

20%
10%

0%
Not patient Didn't listen carefully Unfriendly positive

Analysis

 11% Customers tells they don’t have Not Patient

 18% Customers tells they Didn't Listen Carefully
 50% Customers tells behavior of employees is Unfriendly
 21% Customers tells behavior of employees is positive
Interpretation

 Most customers tell that behavior of employees is Unfriendly.

Table No. 12

Table representing the Salespeople accurately presented the product information

Salespeople accurately No. of respondents Percentage

Stronglythe
presented Disagree
product 7 13%
Somewhat Disagree 8 14%
Neutral 15 27%
Somewhat Agree 18 32%
Strongly Agree 8 14%
Total 56 100%

38
 Product information
16%
12%
8%
4% Opinion
0%
ee
gr ee l
i sa
agr tra e
D is u re
gly tD Ne ag ee
n ha t agr
ro ew ha ly
St m w ng
e o
so m St
r
so
Analysis

 13% Customers are Strongly Disagree

 14% Customers are Somewhat Disagree
 27% Customers are Neutral
 32% Customers are Somewhat Agree
 14% Customers are Strongly Agree

Interpretation

 Majority of the customer are somewhat agree for the Salespeople accurately presented the
product information.

Table No. 13

Table representing the customer are satisfied with rule & Regulation of HDFC Bank

customer are satisfied with

No. of respondents Percentage
rule & Regulation of HDFC
Bank
Strongly Disagree 9 17%
Somewhat Disagree 5 9%
Neutral 9 17%
Somewhat Agree 12 23%
Strongly Agree 18 18%
Total 56 100%

39
 strongly disagree
strongly agree 26%
34%

somewhat disagree
14%

neutral
26%

Analysis
 17% Customers are Strongly Disagree
 9% Customers are Somewhat Disagree
 17% Customers are Neutral
 23% Customers are Somewhat Agree
 18% Customers are Strongly Agree
Interpretation
 Majority of the customer are somewhat agree for the Salespeople accurately presented the
product information.

Table No. 14

Table representing the reason of satisfaction.

Reason of satisfaction No. of respondents Percentage

Behavior of employees 12 21%

Because of facilities 12 21%
Easy documentation 20 37%
Product knowledge 12 21%
Total 56 100%

40
 knowledge
21%
behaviour
36%

documantation
21%

facilities
21%

Analysis
 21% customer are satisfied with behavior of employees
 21% Customers are satisfied with lack of facilities
 21% Customers are satisfied with facilities
 37% Customers are satisfied with easy documentation

Interpretation
 Majority of the customer are satisfied with easy documentation.

Table No. 15

Table representing the customers are satisfied with cleanliness, layout availity for sitting

customer are satisfied with

cleanliness, layout No. of respondents Percentage

availability for sitting

Very good 12 27%
Good 10 18%
Average 11 19%
Poor 12 16%
Very poor 11 20%

41
 Total 56 100%

Sales
Verypoor very good
20% 27%

Poor
16%
Good
18%

Average
20%

Analysis
 27% customer tells very good.
 18% Customers tells good.
 19% Customers tells Average.
 16% Customers tells poor
 20% Customers tells very poor

Interpretation
 Majority of the customers tells very good.

Table No. 16

Table representing the rate overall services experience at the bank.

Rate overall services No. of respondents Percentage

experience at the bank.
Excellent 12 25%
Good 10 21%
Just ok 5 10%
Very poor 12 25%
Poor 9 19%
Total 56 100%
Analysis

42
  25% customer tells excellent .
 21% Customers tells good.
 10% Customers tells just ok.
 19% Customers tells poor
 25% Customers tells very poor

Interpretation
 Majority of the( 25%) customers tells very good and (25%) customer tells very poor .
Table No. 17

Table representing what customer say about deposit in HDFC Bank.

what customer say about

No. of respondents Percentage
deposit in HDFC Bank
Low 9 16%
High 10 18%
Very high 20 37%
Very low 2 3%
Average 15 27%
Total 56 100%

low
16%
Average
27%

high
18%
Very Low
4%

Very high
36%

Analysis
 16% customer tells deposit are low .
 18% Customers tells deposit are high.

43
  36% Customers tells deposit are very high.
 3% Customers tells deposit are very low
 27% Customers tells deposit are Average.

Interpretation
 Majority of the customers tells deposit are very high.

Table No. 18

Table representing the customer are satisfied with promotion activity.

customer are satisfied with

No. of respondents Percentage
promotion activity of high

Strongly satisfied 11 19%

satisfied 20 36%
Dis -satisfied 5 9%
Strongly dis-satisfied 15 27%
Can’t say 5 9%
Total 56 100%

can't say
9%

strongly satisfied
20%

strongly dis satisfied

27%

satisfied
36%

dis-satisfied
9%

Analysis
 19% customer are highly satisfied with promotion activity .

44
  36% Customers are satisfied with promotion activity.
 9% Customers are dis-satisfied with promotion activity.
 27% Customers are highly dis-satisfied with promotion activity.
 9% Customers are can’t say about the promotion activity.
Interpretation
 Majority of the customers are satisfied with promotion activity.

Table No. 19

Table representing ATM should increase in urban and rural area.

ATM should increase in

No. of respondents Percentage
urban and rural area

yes 40 17%
no 0 9%
Can’t say 16 17%
Total 56 100%

can't say
29%

yes
71%

Analysis
 71% customer telling yes for increase ATM .
 0% Customers telling no for increase ATM.
 29% Customers Can’t say anything.

45
Interpretation
 Majority of the customers are telling to increase ATM .

OBSERVATION / FINDING

 The bank offer to their corporate clients in respect to the clearing of cheques which

brings fast availability of cash to the corporate for their business.

 Due to security reason customer’s give preference to HDFC bank.

 Deposit should be little low.

 Majority of customer’s have regular saving account.

 CPV &Easy Operation in the USP (unique selling proposition) of HDFC Bank.

 Majority of customer are satisfied with HDFC Bank.

 HDFC Bank is having easy documentation that why customer are more comfortable.

 Large number of customer visit ATM’S Frequently.

 HDFC Bank should increase their ATM Machine.

 Behavior of employees is not up to mark as most of customer’s rate them unfriendly

and unresponsive.

 Most of the customer’s are satisfied with product information given by the sales person.

 Rules and regulation are good as customer’s are customer are highly satisfied with

HDFC Bank.

46
 CONCLUSION AND SUGGESTIONS

 HDFC Bank needs to provide better and impeccable service to its corporate clients which

restrict them to carry forward its business to international banks.

 Bank needs to provide free server system for the convenience of its employees in their

task.

 Sales person should make good relationship with customer, so that he can retain in the

business.

 Behavior of employees should change they must maintain relation and help customer to

solve their queries if any.

 Improvement of the banking system as well as the up gradation of the banking

technology.

 They should provide proper training to the employee which will enhance their

productivity.

 Expansion toward the rural area.

 Having aggressive attitude must be taken so as to increase the customer base.

 HDFC Bank is having strict and stiff KYC norms it provides total security to the

customer.

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 APPENDIX

QUESTIONNARIES

1. NAME:-
2. AGE:-
3. Occupation

4. Which bank do you prefer the best in private sector?

A) HDFC
B) AXIS
C) ICICI
D) OTHER

5. Where do you have saving account?

A) HDFC
B) AXIS
C) ICICI
D) ANY OTHER

6. Why do you preface to have an account with HDFC?

A) Highly Secured
B) Strong KYC ( KNOW YOUR CUSTOMER)
C) CPV (CONTACT POINT VERIFICATION)
D) OTHER REASON

7. Which type of saving account do you have in HDFC?

48
 A) Regular saving account
B) Plus saving account
C) Max saving account
D) Other saving account

8. In what matter do you think that to open account in HDFC Bank is different from other bank?

A) KYC norms is very stiff

B) CPV is essential
C) Easy Documentation requirement
D) Easy to operate

9. Do you think that HDFC is bank with “all in one” facility?

A) YES
B) NO
C) CAN’T SAY

10. Are you satisfied with the service providing by the HDFC Bank?

A) Strongly Disagree
B) Somewhat Disagree
C) Neutral
D) Somewhat Agree
E) Strongly Agree

11. What makes you to have a saving account in HDFC?

A) Services
B) Facilities Provided
C) Security
D) Other

12. If you are not satisfied than what is the reason?

A) Behavior of employee

49
 B) Facilities
C) Easy Documentation requirement
D) proper product knowledge

13. What is the periodicity of your visit to the Bank Branch

A) Within a Week
B) 2-3 week
C) 1 Month
D) 2-3 Month
E) Don’t Know

14. What is the periodicity of your visit to the Bank ATM ?

A) Within a Week
B) 2-3 week
C) 1 Month
D) 2-3 Month
E) Don't Know

Q15. How long did you have to wait before a salesperson attended to you?

A) 0-2 minutes
B) 3-5 minutes
C) 6-10 minutes
D) 10-15 minutes
E) more than 15 minutes

Q16. Are you satisfied with behavior of employees of HDFC Bank?

A) Not Patient
B) Didn't Listen Carefully
C) Unfriendly
D) Unresponsive

50
 Q17. The Salespeople accurately presented the product information.

A) Strongly Disagree
B) Somewhat Disagree
C) Neutral
D) Somewhat Agree
E) Strongly Agree

Q 18. Are you satisfied with rule & Regulation of HDFC Bank?

A) Strongly Disagree
B) Somewhat Disagree
C) Neutral
D) Somewhat Agree
E) Strongly Agree

Q19. Can you suggest any other thing where you want our service to improve?

A) Time taken to short out the problem

B) Rules and regulation
C) ATM in city
D) Employees behavior

Q20. what about the cleanliness, layout, availity for sitting ,in HDFC Bank.

A) Very good
B) Good
C) Average
D) Poor
E) Very poor

51
 Q21. How do you rate overall services experience at the HDFC Bank.

A) Excellent
B) Good
C) Just ok
D) Poor
E) Very poor

Q22. What would you think about the deposit with HDFC Bank.

A) Low
B) High
C) Average
D) Very high
E) Very low

Q23. Are you satisfied with promotion activity under taken by HDFC Bank.

A) Highly satisfied
B) Satisfied
C) Dis-satisfied
D) Strongly dis-satisfied
E) Can’t say

Q24.Do you think HDFC Bank ATM should increase in urban and rural area.

A) Yes
B) No
C) Can’t say

52
 BIBLIOGRAPHY

BOOKS

Marketing Management by Philip Kotler 12th Edition

REFRENCES

 HDFCs reports
 Books & magazine on Banking Sector

WEBSITES & SEARCH ENGINE

 www.hdfcbank.com

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