Market Research

Market Research Term Paper on

HDFC BANK : Customer Satisfaction in partial fulfillment of BBS IIIrd semester

Submitted By: of:

Under the Guidance

Preet Varun Singh (07/BBS/7014) Ms. Meenakshi Gandhi Anisha Kumar (07/BBS/7028) Deptt. Of Business Studies Karan Saharan (07/BBS/7036) Deen Dayal Upadhyaya College University of Delhi

ACKNOWLEDGEMENT We would like to express our sincere gratitude towards Ms. Meenakshi Gandhi for her invaluable guidance and unflinching support during the making of this project. Without her kind support this project would not have been possible. We also thank all those whose suggestions and thoughts have helped the project take shape. Last but not the least we would take the opportunity to thank all those people who have directly or indirectly helped us in making this project.

DECLARATION

This is to certify that we, the students of BBS II Year, Deen Dayal Upadhyaya College, University of Delhi have made the project on “HDFC BANK : Customer Satisfaction” as a part of Mid Term Paper. We have taken proper care and shown utmost sincerity in completion of this project. This is our original work and is not as it is copied from anywhere else.

By: Preet Varun Singh (07/BBS/7014) Anisha Kumar (07/BBS/7028) Karan Saharan (07/BBS/7036) Under the Guidance of Ms. Meenakshi Gandhi, Lecturer, Deptt. Of Business Studies.

CONTENTS

 Executive Summary……………………………………………

1-2  Introduction…………………………………………………….3  Limitations of the Study……………………………………. ….4  Customer Satisfaction………………………………….……. …5 • • • •

Importance of Customer Satisfaction…………..6-8 By Product of Customer Satisfaction……….…...9 Roles of Customer Satisfaction Measurement….10 How to achieve Customer satisfaction………….11-15

 Sampling Design……………………………………………… 16-17  Research Design……………………………………………....18-19 • •

Data Collection…………………………..………20 Data Analysis…………………………………….21

 Research Findings………………………………………….…

22-31  Research Analysis…………………………………………….32-35  Conclusions…………………………………………………...36  Appendix……………………………………………………...37 • • •

PART I- Terms used in the research project…….37-39 PART II- Statistical Analysis…………………….40 PART III- Questionnaire……………………..….4142

 Bibliography……………………………………………..……

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