A Study On Customer Satisfaction Regarding.pdf

A SYNOPSIS ON ―A STUDY ON CUSTOMER SATISFACTION REGARDING HDFC BANK (WITH SPECIAL REFERENCE TO SHANKAR NAGAR)

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE OF BACHELOR OF COMMERCE (2015-2016)

GUIDED BY

SUBMITTED BY

MR. GIRISH SIR

DARSHAN PATEL ID: MU18BCMH004 B.com 2th semester

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ACKNOWLEDGEMENT

This project report bears the imprint of those who had rendered their wholehearted support and encouragement without whose help this effort of mine would be in vain. I express my deep sense of gratitude and sincere thanks to my project guide Dr. UMESH Gupta sir for his directions ,suggestion and information provided which were of utmost importance for the successful completion of the project .I am also thankful to MR. GIRISH SIR for his purpose guidance. I thankful to the employees of HDFC Bank for assisting me in the timely completion of project. At last, I also thank to my family and my friends those helped me in my training period and in the completion of project.

DARSHAN PATEL ID: MU18BCMH004 B.com 2th semester

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APPROVAL CERTIFICATION

This is to approve that the work presented in the project titled “CUSTOMER SATISFACTION ‖ was carried out by DARSHAN PATEL and submitted for the partial fulfillment of the requirement for the award of the degree of B.COM 2TH SEM in MATS University is the original work carried out under the guidance and supervision of MR. GIRISH SIR and that no part of this work has been submitted elsewhere for the award of any degree or diploma.

Date-

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CERTIFICATE BY INTERNAL GUIDE

This is to certify that this project entitled ―A STUDY ON CUSTOMER SATISFACTION REGARDIND HDFC BANK.‖ submitted in partial fulfilment of the degree of bachelor of commerce to MATS UNIVERSITY, Raipur, done .DARSHAN PATEL, Id no, ID: MU18BCMH004 is an authentic work carried out by his at HDFC Bank under the guidance of MR. GIRISH SIR

The matter embodied in the project work has not been submitted earlier for award of any degree or diploma to the best of my knowledge and belief.

SIGNATURE OF STUDENT

SIGNATURE OF HOD

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EXAMINER'S CERTIFICATE

This is to certify to that PRIYANKA SHARMA student of B.COM 2th semester, MATS UNIVERSITY , Learning Centre Raipur Has submitted the project report “CUSTOMER SATISFACTION OF HDFC BANK ” for the partial fulfillment of the award of B.COM 2th semester and has completed this project in scheduled time. We approve the sincere work done on this project and the project report.

INTERNAL EXAMINER

EXTERNAL EXAMINER

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SELF DECLARATION

I hereby declare that the project report entitled CUSTOMER SATISFACTION OF HDFC BANK OF RAIPUR is done by me is an authentic work carried out for the partial fulfilment of the requirement for the award of Bachelor of business Administration under the guidance of MR. GIRISH SIR the matter embodied in the project work has not been submitted for the award of any other degree, diploma or any other similar title or prizes to best of my knowledge and belief.

DARSHAN PATEL ID: MU18BCMH004 B.com 2th semester

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EXECUITIVE SUMMARY

The report contains the organizational study done at HDFC Bank. The report title is ―CUSTOMER SATISFACTION REGARDIND HDFC BANK‖ The report gives an overview of the banking Sector and company profile. And awareness of customers about different types of products and services offered by HDFC Bank. This study was conducted to find out the customer satisfaction regarding HDFC bank. The methodology adopted for the study was through a structured questionnaire, which is targeted to the different persons in Raipur. The data collected from the different persons was analyzed thoroughly and presented in the form of charts and tables.

HDFC must advertise regularly and create brand value for its products and services. Most of its competitors like ICICI, Axis, kotak Mahindra and nationalized banks use television advertisements to promote their products. The Indian consumer has a false perception about private banks – they feel that it would not safe. Safety and returns are the two main reasons people invest in banks. On the whole HDFC bank is a good place to work at. Every new recruit is provided with extensive training ont h e p r o d u c t s o f H D F C . T h i s t r a i n i n g e n a b l e s a n a d v i s o r / s a l e s m a n a g e r t o m a r k e t t h e policies better. The company should try to create awareness about itself in India. With an improvement in the sales techniques used, a fair bit of advertising and modifications to the existing product portfolio, HDFC would be all set to capture the banking market in India as it has around the globe.

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INDEX Chapter 1: Introduction………..

Chapter 2: Company profile..........

Chapter 3: Statement about problems……….

Chapter 4: Objective and scope ……..

Chapter 5: Research and Methodology…………

Chapter 6:

Main Report…….. Chapter 7:

S uggestion and Recommendation…….. Chapter 8:

Conclusion…….

Biblography

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Chapter -1

INTRODUCTION

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INTRODUCTION TO THE STUDY

What is customer satisfaction? Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer‘s expectations. A customer may be defined as someone who  has a direct relationship with, or is directly affected by your agency and  Receives or relies on one or more of your agency‘s services or products Customers in human services are commonly referred to as service users, consumers or clients. They can be individuals or groups. An organization with a strong customer service culture places the customer at the centre of service design, planning and service delivery. Customer centric organizations will:  Determine the customer‘s expectations when they plan listen to the customer as they design.  Focus on the delivery of customer service activities value customer feedback when they measure performance

W h y i s i t i mp o r t a n t ? There are a number of reasons why customer satisfaction is important in Banking Sector:  Meeting the needs of the customer is the u n d e r l y i n g r a t i o n a l e f o r t h e existence of community service organizations. Customers have a right to quality services that deliver outcomes.

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 Organizations that strive beyond minimum standards a n d e x c e e d t h e expectations of their customers are likely to be leaders in their sector.

 Customers are recognized as key partners in shaping service development and assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on organizational performance are valuable tools for quality and continuous service improvement.

INTRODUCTION TO BANKING

Banking means accepting the deposits from the customers for lending to the needy and extending the other services as to issue of etc. Now a days after introduction of private sector banks the banks have become a profit centre and the functions become changed and now banks are doing the insurance and mutual funds also. But nationalised bank sare still service oriented in extending loans for Education loan, and rural development activities. A Bank is an organization which lends money to the borrowers for a purposeful task, and provides a facility to deposit and withdraw money when needed and charge for it.

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HISTORY OF BANKING IN INDIA Phase I The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks, mostly Europeans shareholders. In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935. During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To streamline the functioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949

which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. During those day‘s public has lesser confidence in the banks. As an aftermath deposit mobilization was slow. Abreast of it the savings bank facility provided

by the Postal department was comparatively safer. Moreover, funds were largely given to traders.

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Phase II Government took major steps in this Indian Banking Sector Reform after independence. In 1955, it nationalized Imperial Bank of India with extensive banking facilities on a large scale especially in rural and semi-urban areas. It formed State Bank of India to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country.

Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th 7 July, 1969, major process of nationalization was carried out. It was the effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country were nationalized. Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government ownership. The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country:

• 1949: Enactment of Banking Regulation Act. • 1955: Nationalization of State Bank of India. • 1959: Nationalization of SBI subsidiaries. • 1961: Insurance cover extended to deposits. • 1969: Nationalization of 14 major banks. • 1971: Creation of credit guarantee corporation. • 1975: Creation of regional rural banks. • 1980: Nationalization of seven banks with deposits over 200 crores.

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Phase III

This phase has introduced many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was setup by his name which worked for the liberalisation of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. Theen tire system became more convenient and swift. Time is given more importance than money.

The financial system of India has shown a great deal of resilience. crisis triggered by any external macroeconomics shock as oth e r E a s t A s i a n C o u n t r i e s suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the capital account is not yet fully convertible, and banks and their customers have limited foreign exchange exposure.

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INDIAN BANKING INDUSTRIES

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BANKING STRUCTURE IN INDIA

Scheduled Banks in India:

 Scheduled Commercial banks:  Scheduled Cooperative Banks:

(A)

Scheduled Commercial bank:

The scheduledcommercialbank arethose banks which are included in the second schedule of RBI Act 1934 and which carry out the normal business of banking such as accepting deposits, giving out loans and other banking services.

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(B) Scheduled Cooperative Banks

Cooperative Banks in India have become an integral part of the success of Indian Financial Inclusion story. They have achieved many landmarks since their creation and have helped a normal rural Indian to feel empowered and secure. The story has not been smooth and has its share of procedural glitches and woes placed at various pockets.

Structure of Cooperative Banking The structure of cooperative network in India can be divided into 2 broad segments- Urban Cooperative Banks Rural Cooperatives Urban Cooperatives Urban Cooperatives can be further divided into scheduled and non-scheduled. Both the categories are further divided into multi-state and single-state. Majority of these banks fall in the non-scheduled and single-state category.

Banking activities of Urban Cooperative Banks are monitored by RBI.

Registration and Management activities are managed by Registrar of Cooperative Societies (RCS). These RCS operate in single-state and Central RCS (CRCS) operate in multiple state.

Rural Cooperatives The rural cooperatives are further divided into short-term and long-term structures. The short-term cooperative banks are three tiered operating in different states.

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These are- State Cooperative Banks- They operate at the apex level in states District Central Cooperative Banks-They operate at the district levels Primary Agricultural Credit Societies-They operate at the village or grass-root level.

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Chapter-2 Company Profile

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HDFC BANK The Housing Development Finance Corporation (HDFC) was amongst the first to receive an in principle approval from the reserve bank of India (RBI) to set up a bank in private sector, as part of RBI‘s liberalisation of the Indian Banking Industry in1994.the bank was incorporated in August 1994 in the name of ‗HDFC Bank Limited‘ .with its registered office in Mumbai, India. HDFC Bank commenced operation as a Scheduled Commercial Bank in January 1995.

HDFC Bank comprise of a dynamic and enthusiastic team determined to accomplish the vision of becoming a world-class Indian Bank. HDFC bank‘s business philosophy is based on our four core value. Customer Focus, Operational

Excellence, Product Leadership and people. They believe that the ultimate identity and success of their bank will reside in the exceptional quality of people and their extraordinary efforts. They are committed to hiring, developing, motivating and retaining the best people in the industry.

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BUSINESS FOCUS: HDFC Bank's mission is to be a World Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target

retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite.

The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance.

HDFC Bank‘s business philosophy is based on five core values: Operational Excellence, Customer Focus, Product Leadership, People and Sustainability.

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WE UNDERSTAND YOUR WORLD HDFC BANK PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING:

LOAN PRODUCT

    

Auto loan Loan against security Personal loan Retail business banking Working capital Finance  Education loan  Home loan



2wheeler loan.

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DEPOSIT PRODUCT    

Saving a/c Current a/c Fixed deposit Demat a/c

 Safe deposit locker

.

INVESTMENT & PRODUCT

    

Mutual fund Bonds Knowledge centre Insurance General and health insurance

 Equity and derivatives

 WHOLESALE BANKING:

CORPORATE

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   

Funded services Non funded services Value added services Internet banking

SMALL AND MEDIUM ENTERPRISES     

Funded services Non funded services Value added services Internet banking Specialized services

FINANCIAL INSTITUTIONS AND TRUSTS:

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BANKS          

Clearing sub-membership RTGS—sub membership Fund transfer ATM Tie-ups Corporate salary a/c Tax collection Financial institutions Mutual funds Stock brokers Insurance companies.

BUISNESS STRATEGY: HDFC BANK mission is to be a ―a World Class Indian Bank‖. Benchmarking themselves against international standards and best practices in terms of product offerings, technology, services level, risk management and audit compliance. The objective is to build sound customer franchises across distinct businesses so 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 bank ‗s risk appetite. Bank is committed to do this whole ensuring the highest levels of ethical standard, 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. .

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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 system to deliver more products to more customer and to control operating costs.

 Maintain current high standards for asset quality through disciplined credit risk management.

 Develop innovative products and service that attract the targeted customers and address efficiencies in the Indian financial sector.

 Continue to develop products reduce bank‘s cost of funds.

and

services

that

 Focus on high earnings growth with low volatility.

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INSIDE HDFC BANK FIVE “S”, PART OF KAIZEN

WORK PLACE TRANSFORMATION

Focus on effective work place organization Believe in

“Small changes lead to large Improvement” Every successful organization has their own strategy to win the race in the competitive m a r k e t . T h e y u s e s o m e technique and methodology for smooth running of business. HDFC BANK also acquired the Japanese t e c h n i q u e f o r s m o o t h r u n n i n g o f w o r k a n d effective work place organization. Five ‗S‘ Part of Kaizen is the technique which is used in the bank For easy and systematic work place and eliminating unnecessary things from the work place.

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BENEFIT OF FIVE “S” o It can be started immediately. o Everyone has to participate. o Five ―S‖ is an entirely people driven initiatives. o Brings in concept of ownership. o All wastages are made visible.

FILE NUMBER

SUBJECT

FROM DATE

TO DATE

OWNER

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BOX LABEL For Example 1/3/A/6 1 – Work Station (1) 3 – Drawer (3) A - Shelf (A) 6 – File Number (6) COLOUR CODING OF FILES

LABELLING ON FILES

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DEPARTMENT Welcome Desk Personal Banker

Teller

Relationship manager

Branch manager

Demat

Other

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In the HDFC BANK each department has their different color coding apply on the different file. Due to this everyone aware about their particular color file which is coding on it and they save their valuable time. It is a part of Kaizen and also included in the system of the Five ‗S‘. Logic behind it that, the color coding is always differentiating the things from the similar one.

SWOT ANALYSIS  STRENGTH:  Right strategy for the right products.  Superior customer service vs. competitors.  Great Brand image.  Products have required accreditations.  High degree of customer satisfaction.  Good place to work.  Lower response time with efficient and effective service.  Dedicated workforce aiming at making a long-term career in the field.

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WEAKNESSES:  Some gaps range for certain sector.  Customerservicestaffneeds training.  Processesandsystems,etc.  Managementcoverinsufficient.  Sectoralgrowthisconstrainedbylowunemployment levels andcompetitionforstaff.

OPPORTUNITIES: 

Profitmarginswillbe good.

 Could extendtooverseasbroadly.  New specialistapplications.  Could seekbettercustomerdeals.  Fast trackcareerdevelopmentopportunities ona industry—widebasis.

 An appliedresearchcentretocreateopportunitiesfordevelopingtechniquestoprovideadded–value services. 34

THREATS:

 Legislationcould impact.  Great riskinvolved.  Veryhighcompetition prevailing in theindustry  Vulnerable to reactive attack by majorcompetitors  Lack of infrastructure in rural areascould constrain investments.

 High volume/low cost market isintensely competitive.

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CHAPTER-3 STATEMENT ABOUT PROBLEM

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STATEMENT ABOUT PROBLEM

This Project ― CUSTOMER SATISFACTION REGARDING HDFC BANK” is done to address the satisfaction of customers of HDFC BANK. Study required the analysis of research which is the huddle in analysis part. In the study of comparison of customer satisfaction, marketing mix, data analysis and interpretation is done.

.

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CHAPTER-4 OBJECTIVE

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OBJECTIVE OF THE STUDY

 To know the customer satisfaction level and their perception regarding HDFC Bank.

 To know the customer awareness regarding the bank‘s products.

 To know the level of interest of customer regarding the different schemes of bank.

 To know the preference of customer regarding the extra services.

 To know the problem of customer regarding bank.  To know what facility provide by the bank.



To understand/know what customer wants.

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SCOPE OF THE STUDY

A study on customer opinion towards net banking services with reference to various private sector banks. The private sector banks provide various utility services of net banking facilities to their customers. The purpose of this study is to analyze the satisfaction level of the customer towards net banking services. The research will cover the customer opinion on net banking services which will be helpful for further development and growth of banking industries.

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CHAPTER-5 RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY

Research is a careful investigation or inquiry e s p e c i a l l y t h r o u g h s e a r c h f o r n e w f a c t s i n branch of knowledge: market research specifies the information. Required to address these i s s u e s : d e s i g n s t h e m e t h o d f o r collecting information: manage and implements t h e d a t a collection process analyses the results and communicates the finding and their implications.

Research problem is the one which requires a researcher to find out the best solution for the g i v e n p r o b l e m t h a t i s t o f i n d out the course of action, the action the o b j e c t i v e s c a n b e obtained optimally in the context of a given environment

.

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RESEARCH DESIGN A framework or blueprint for conducting the research project. It specifies the details of the procedures necessary for obtaining the information needed to structure and/or solve research problems. A good research design lays the foundation for conducting the project .A good research design will ensure that the research project is conducted effectively and efficiently. Typically, a research design involves the following components, or tasks:

 Define the information needed.  Design the research.

 Specify the measurement and scaling procedures.

 Construct and present a questionnaire or an appropriate from for data collection.

 Specify the sampling process and sampling size.

 Develop a plan of data analysis.

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Data collection: The objective of the project are such that both primary and secondary data is required to achieve them. So both primary and

secondary data was used for the project. The mode of collecting primary data is questionnaire mode and sources of secondary data are various magazines, books, newspapers, & websites etc.

1. Primary data: The primary data was collected to measure the customer satisfaction and their perception regarding HDFC

Bank. The primary data was collected by means of questionnaire and analysis was done on the basic of response received from the customers. The questionnaire has been designed in such a manner that the consumer‘s satisfaction level can be measured and consumer can enter his responses easily.

2. Secondary data: The purpose of collecting secondary data was to achieve the objective of studying the recent trends and developments taking place in banking.

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Analysis and interpretation After the data collection, it was complied, classified and tabulated manually and with help of computer. Then the task of drawing inferences was accomplished with the help of percentage and graphic method.

1. For how long you are part of HDFC Bank ?

Response

No. of Respondents % age of Respondents

Less than 6 months

20

20%

Less than 1 years

37

37%

Less than 2 years

14

14%

More than 2 years

29

29%

100

100%

Total

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Interpretation: From the above table it is clear that majority of the respondents are part of the HDFCBANK from the last one year i.e. 37%; 29% of the respondents are part of HDFC Bank from last more than 2 year ; 20% respondents from 6months and remaining 14% respondents are part of HDFC Bank for last two years.

2. What are reasons that attract you to be a customer satisfaction of the bank?

Response

No. of Respondents

% age of Respondents

Image

25

25%

Extra services

25

25%

Services

45

45%

All of the above

5

5%

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Interpretation: From the above graph it is clear that majority of the respondents i:e 45% are become part of HDFC Bank becoz of its services; 25% because of its image; 25% because of its extra services and rest becoz of all the three factors.

3. Are you aware of the different services offered by HDFC Bank?

Response

No. of Respondents

% age of Respondents

Yes

91

91%

No

9

9%

Total

100

100%

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Interpretation: From the above table it is clear that majority of the respondents are aware of products and services offered by HDFC Bank i.e. 91% and 9% respondents are not aware of services offered by HDFC Bank.

4. Do you know about these following services of the Bank?

Response

No. of Respondents

% age of Respondents

Savings a/c

100

100%

Fixed deposit a/c

100

100%

Current a/c

53

53%

Demat a/c

5

5%

Credit cards

25

25%

Mutual funds

16

16%

Loans

95

95%

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Interpretation: From the above table it is clear that majority of the respondents are aware of saving a/c & FD‘s i.e. 100% .53% are aware about current a/c , 5% demat a/c, 25% credit card, 16% mutual fund and 95% are aware of loans.

5. Which of the service are you using?

Response

No. of Respondents

% age of Respondents

Savings a/c

65

65%

Fixed deposit a/c

58

58%

Current a/c

40

40%

Demat a/c

3

3%

Credit cards

0

0%

Mutual funds

10

10%

Loans

47

47%

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Interpretation: From above table it is clear that majority of the respondents are using saving a/c i.e. 65%. 58% are using FD‘s,40% current a/c, 3% demat a/c, 0% credit card, 10% mutual fund and 47% are aware of loans.

6. Which of these services are you further interested in?

Response

No. of Respondents

% age of Respondents

Savings a/c

20

20%

Fixed deposit a/c

24

24%

Current a/c

10

10%

Demat a/c

0

0%

Credit cards

0

0%

Mutual funds

23

23%

Loans

19

19%

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Interpretation: From above table it is clear that majority of the respondents are interesting in FD‘s i.e. 24% ,20% are interesting in saving a/c,40% current a/c, 23% mutual fund, 19% in loans and nobody is interesting in credit and demat a/c‘s.

7. Which service of the bank would you rate the best?

Response

No. of Respondents

% age of Respondents

Savings a/c

33

33%

Fixed deposit a/c

40

40%

Current a/c

12

12%

Demat a/c

0

0%

Credit cards

0

0%

Mutual funds

10

10%

Loans

5

5%

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Interpretation:

From above table it is clear that 33% of the respondent rate saving a/c, the best product .40% said FD‘S are best. 12% said current a/c. 10% said about mutual funds .5% said about loans and no one rate Response

No. of Respondents

% age of Respondents

Yes

69

69%

No

31

31%

demat a/c & credit card.

8. Do you know about the extra services being provided by the bank ?

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Interpretation:

From the above table it is clear that 69% of the respondents are known about the innovation services and the rest is unknown about it.

9 .Which of the following extra service of the bank would you like to go in for ?

Response

No. of Respondents

% age of Respondents

Phone banking

5

5%

ATM

60

60%

Net banking

10

10%

Bill payment

10

10%

None of these

5

5%

All of these

10

10%

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Interpretation:

From the above table it is clear that 5% of the respondents would like to go for phone banking , 60% for ATM‘s 10% for net banking ,10% for bill pay 5% don‘t want any innovative services and 10% want all these services. Response

No. of Respondents

% age of Respondents

Good

35

35%

Average

55

55%

Poor

10

10%

10. what is your perception about the service of the bank?

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Interpretation:

From the above table it is clear that 35% of the respondents found the service of HDFC Bank good, 55% found it average and 10% found it poor.

11. Are you satisfied with the dealing of the bank Officials?

Response

No. of Respondents

% age of Respondents

Yes

30

30%

No

25

25%

To some extent

45

45%

55

Interpretation:

From the above table it is clear that 30% of the respondents are satisfied with the dealing of the bank officials, 45% are not fully satisfied and 25% are dissatisfied.

12. Any problem you are facing regarding the bank?

Response

No. of Respondents

% age of Respondents

Timelines

78

78%

Customer relationship Infrastructure

12

12%

10

10%

others

0

0%

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Interpretation:

From the above table it is clear that 78% of the respondents facing the problem of timeliness, 12% customer relationship and 10% of infrastructure.

13. How likely are you to recommend Bank services to a friend or colleague?

Response

No. of Respondents

% age of Respondents

Very unlikely

8

8%

Somewhat unlikely Neither likely nor unlikely Somewhat likely

30

30%

17

17%

35

35%

Very likely

10

10%

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Interpretation: From the above table it is clear that 8% of the respondents are unlikely to recommend the product of HDFC Bank to their friends and colleagues, 30% said somewhat unlikely, 17% said neither likely nor unlikely, 35% said somewhat likely nor 10% said very likely.

14. How will you rate the HDFC Bank in maintaining good customer relationship?

Response

No. of Respondents

% age of Respondents

Good

20

20%

Average

57

57%

poor

23

23%

58

Interpretation:

From the above table it is clear that 20% of the respondents said HDFC Bank is good in maintaining customer relationship, 57% said it is average and rest 23% said it is poor in the maintenance.

15. What is your overall satisfaction rating with our bank?

Response

No. of Respondents

% age of Respondents

Very dissatisfied

2

2%

Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied

9

9%

21

21%

20

20%

Very satisfied

48

48%

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Interpretation:

From the above table it is clear that 48% of the respondents are very satisfied with the bank ,20% are somewhat satisfied ,21% are neither satisfied nor dissatisfied ,9% are somewhat dissatisfied and 2% are very much dissatisfied with the bank.

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CHAPTER-6

MAIN REPORT

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ORGANISATION PROFILE OF HDFC

INTRODUCTION:-

HDFC BANK Limited is an Indian banking and financial services company headquarter in Mumbai, Maharashtra. It is the fifth largest bank in Indian by asset, incorporated in 1994.it is the largest private sector bank in India by market capitalization as of 24 February 2014. As on Jan 2 2014, the market cap value of HDFC was around US$ 26.88 billion, as compared to Credit Suisse Group with US$ 47.63billion.

The bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up n 1977) of India.

According to the brand trust report 2014, HDFC was ranked 32nd among India‘s most trusted brands. HDFC was ranked 45th on the list of top 50 Banks in the world in term of their market capitalization.

As of 31 march 2013, the bank had assets of INR4.08 trillion for the fiscal year 2012-13, the bank has reported net profit of INR69 billion, up 31% from the previous fiscal year. Its customer base stood at 28.7million customer on 31 march 2013.

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Product: HDFC Bank offers the following core products:

NRI banking Under NRI banking HDFC offers  Account & Deposits

 Money Transfer

 Investments & insurance

 Research Reports

 Payment services.

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SMI Banking Under SMI banking HDFC offers:

 Accounts & Deposit

 Business financing

 Trade service

 Payments & collection

 Cards

 ATM

WHOLESALE Banking HDFC offer wholesale Banking for corporate and financial institution &trusts. The bank also provides services such as investment banking and other services in the govt sector.

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SERVICES

Wholesale Banking services HDFC Bank provides a range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. To large, small and mid-sized corporate and agriculture –based businesses in India .The bank is also a leading provider of these services to its corporate customers, mutual funds, stock exchange members and banks.

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TREASURY The bank has three main product areas- Foreign Exchange and Derivatives, local currency money market & debt securities, and Equities. The 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 govt securities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio.

HDFC Bank has two subsidiaries:

HDFC Financial services limited („HDBFS‟): HDBFC is engaged in retail assets financing. It is a non –deposit banking non bank finance company (NBFC). Apart from leading to individuals, the company grants loans to micro, small and medium business enterprises.

It also runs call centre for collection services to the HDFC Bank‘s retail loan products. HDFC Bank holds 97.4% share in HDBFS. As of march 31, 2013, HDBFS has 230 branches in the 184 cities. During the FY 2012-13, HDBFS had turnover of INR9.6 billion and profit after tax of INR 1billion. It has 6,404 employees as of 31 March 2013.

HDFC Securities Limited (HSL‘): HSL is engaged in stock broking. As of March 31, 2013.HDBFS has 194 branches across 150

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Cities. HDFC Bank has 62.1% shareholding in HSL. During the FY 2012-2013, HSL had turnover of INR 2.3 billion and profit after tax of INR 668 million. During the year, the company received the best ebrokerage Award -2012‘‘ in the outlook Money Awards in the runner up category.

Shareholding: On 30th September 2013, the promoter group Housing Development Finance Corporation held 22.72% of its equity shares 33.61% of the shares were owned by the Foreign Institutional Investors (FII). Around 428,000 individual public shareholders own approx 8.43% of its shares. The remaining 35.24% shares are owned by others.

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CHAPTER-7 FINDINGS AND SUGGESTIONS

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FINDINGS OF THE STUDY:

 Majority of the customers are satisfied with HDFC Banks.  Majority of the customers Are aware of services and extra services offered by HDFC Bank. But not all the services.  The Majority of the customers found services of the bank are average.  Majority of the respondents are found the bank is average in maintaining the good customer relationship.  Majority of the respondents said that they are facing the problem of timeliness and rest are facing the problem of customer relationship and infrastructure.  Majority of the customers regarding the bank is good because Majority of the customers are satisfied with the bank and they also recommend the products of the bank.  The most favourable extra service is ATM‘s and the less preferable services are bills payment, net banking and phone banking.

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 The majority of the customers are more interested in FD‘s, mutual funds and saving A/c‘s.

 The Majority of the customers are satisfied with the dealing of the officials‘ upto some extend.

 Main factor that attract customers towards bank is the services of the bank.

Services that are most used by the customer are Saving A/c‘s, FD‘s, current a/c and loans.

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SUGGESTIONS AND RECOMMENDATIONS:

 More stress should be given on the advertisement and promotional activities.  The Bank should make some efforts to improving good relationship with customers.  The Bank should enhance their services according to the needs of the customer.  The Bank makes its procedures less time consuming.

The Bank should make efforts to aware the customers about their all the extra services.

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LIMITATIONS OF THE STUDY:

It is said, ―Nothing Is Perfect‖ and if the quite is true, I am sure that there would be few shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but few would have rminded due to limitations of the study. These are:  The research was carried out in a short period.  Limited sample size.  The information given by the respondent might be biased some of them might not be interested to given correct information. Some of the respondents of the survey were unwilling to share information.

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CHAPTER-8

CONCLUSION

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CONCLUSION:

At the end I would like to conclude that The Indian Banking market is growing at an astonishing rate, HDFC bank had a network of 3659 branches and 11,633 automated teller machines in 2287 cities in India. The majority of customers are satisfied. But the bank should target on the rest of the customers who are not satisfied. The customers are aware about the bank‘s services but the bank should try to create more awareness among people. HDFC bank should lay more stress on advertisements, both in prints as well as in other media for this purpose. Number of Formalities should reduce as customer feels irritated with lots of formalities and it will save the time of Customer and Bank also.

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BIBLIOGRAPHY

www.bnknetindia/com/banking/finance http://en.wikipedia.org/wiki /banking financial company www.hdfcbank.com www.hdfcban/products/finance www.google.com www.iloveindia.com

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QUESTIONNAIRE

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1. For how long you are part of HDFC Bank? a) Less than 6 Months b) Less than 1 Year c) Less than 2 Year d) More than 2 year

() () () ()

2. What are reasons that attract you to be a customer of the bank? a) Its Image b) Its Service c) Its Products d) All of the above

() () () ()

3. Are you aware of the different types of the services offered by the HDFC Bank? a) Yes b) No

() ()

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4. Do you know about the services of the banking Industry? a) Saving A/c b) Fixed deposits c) Current A/c d) Demit A/c e) Credit card A/c f) Insurance g) Mutual funds h) Loans

( ) ( ) ( ) ( ) ( ) ( ) ( ) ( )

5. Which of these products are you using? a) Saving A/c b) Fixed deposits c) Current A/c d) Demit A/c e) Credit card A/c f) Insurance g) Mutual funds h) Loans

yes/no yes/no yes/no yes/no yes/no yes/no yes/no yes/no

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6. Which of these products are you more interested in? a) Saving A/c b) Fixed deposits c) Current A/c d) Demit A/c e) Credit card A/c f) Insurance g) Mutual funds h) Loans

yes/no yes/no yes/no yes/no yes/no yes/no yes/no yes/no

7. Which services of the banks would you rate the best? a) Saving A/c b) Fixed deposits c) Current A/c d) De-mat A/c e) Credit card A/c f) Insurance g) Mutual funds h) Loans

( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) 79

8. Do you know about the extra services being provided by the bank? a) Yes b) No

( ) ( )

9. Which of the following extra service of the banks would you like to go in for? a) Phone banking b) ATM c) Net banking d) Mobile banking e) Bill payment f) None of these g) All of these

( ) ( ) ( ) ( ) ( ) ( ) ( )

10. What is your perception regarding the service of the bank? a) Good b) Average c) Poor

( ) ( ) ( )

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11. Are you satisfied with the dealing of the bank officials? a) Yes b) No c) To Some Extend

( ) ( ) ( )

12. Any problem you are facings regarding the bank? a) Timeliness b) Customer Relationships c) Infrastructure d) Others

( ( ( (

) ) ) )

13. How likely are you to recommend Bank services to a friend or colleague? a) Very Unlikely b) Somewhat unlikely c) Neither likely nor unlikely d) very likely e) Somewhat likely

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14. How will you rate the HDFC Bank in maintaining good customer relationship?

a) Good b) Average c) Poor

( ) ( ) ( )

15. What is your overall Satisfaction rating with our Company? a) Very dissatisfied b) Somewhat satisfied c) Neither satisfied nor dissatisfied d) Very satisfied e) Somewhat satisfied

( ) ( ) ( ) ( ) ( )

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