SUMMER TRAINING PROJECT ON CUSTOMER ATTITUDE TOWARDS ATM SERVICES (A STUDY OF HDFC BANK, BULANDSHAHAR) PROJECT REPORT SUBMITTED FOR THE PARTIAL FULFILLMENT OF MASTER IN BUSINESS ADMINISTRATION (U.P. TECHNICAL UNIVERSITY, LUCKNOW) [SESSION: 2007-2009] SUBMITTED TO : MR. RAVI SHANKAR TIWARI H.O.D. (MBA Deptt) AIMT, Gr. Noida SUBMITTED BY : ABHISHEK KUMAR AGGRWAL MBA (3 rd Sem) Roll No. 0722570003
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SUMMER TRAINING PROJECT
ON
CUSTOMER ATTITUDE TOWARDS
ATM SERVICES (A STUDY OF HDFC BANK, BULANDSHAHAR)
PROJECT REPORT SUBMITTED FOR THE PARTIAL FULFILLMENT OF
MASTER IN BUSINESS ADMINISTRATION (U.P. TECHNICAL UNIVERSITY, LUCKNOW)
[SESSION: 2007-2009]
SUBMITTED TO:MR. RAVI SHANKAR TIWARI
H.O.D. (MBA Deptt)AIMT, Gr. Noida
SUBMITTED BY :ABHISHEK KUMAR AGGRWAL
MBA (3rd Sem)Roll No. 0722570003
ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGYGREATER NOIDA
DECLARATION
I, Abhishek Kumar Aggrwal, student of M.B.A., 3rd semester, AIMT,
Greater Noida session 2007-2009, Roll No.:0722570003, hereby declare that
summer training report entitled “CUSTOMER Attitude towards ATM
Services, Bulandshahar, is the out come of my own work.
I hereby declare that this project is an original work done by me and all the
facts and figures are collected honestly by me those areas given me for the
collecting require information’s by Mr. Radha Ballabh (Branch Manager)
of HDFC Bank .
Date: ………… ABHISHEK KUMAR AGGRWAL MBA-3rd Sem.
Place: ……….. AIMT, Greater Noida
2
ACKNOWLEDGMENT
My debts to assistance in making this project report are more numerous than
can be identified here. This whole effort is a result of the guidance,
assistance and inspiration of several people who have helped me throughout
the study and preparation of the report. I feel greatly honored to express my
indebt ness and profound gratitude to Mr. Irfan Ahmad and Mr. Pramod
Singh, under whose able guidance this project was undertaken. This
assistance, encouragement, inspiration and various suggestion right from the
very beginning of this project to its accomplishment has helped me to
prepare a more realistic report in a limited period which otherwise have been
difficult.
I would also like to express my sincere gratitude to Mr. Ravi Shankar
Tiwari, H.O.D. (MBA Deptt), AIMT, Greater Noida, who inspired me to
undergo such project, which has given me practical experience and ease in
learning Market Research.
I shall be failing in my duty if I don’t express my sincere gratitude to all the
respondents of my survey who lent me various time and provided me with
all the necessary information. At last I would like to thank to all those loving
hearts that directly or indirectly helped me in my project study.
ABHISHEK KUMAR AGGRWALMBA (3RD SEM)
ROLL NO. 0722570003
3
CONTENTS
PREFACE
ACKNOWLEDGEMENT
DECLARATION
INTRODUCTION
COMPANY PROFILE
HISTOTY OF BANKING IN INDIA
ABOUT HDFC BANK
ABOUT-
ATM
INTERNATIONAL DEBIT CARD
PHONE BANKING
OBJECTIVE
RESEARCH METHODOLOGY
REPORT (RESULTS AND FINDINGS)
LIMITATIONS & SUGGESTIONS
RECOMENDATION
SWOT ANALYSIS
HYPOTHESIS
CONCLUSION
BIBLIOGRAPHY
ANNEXURE
4
PREFACE
As integral part of 2 years full time MBA program every student
required to under goes summer training of first year for period of 6 to 8
weeks in an organization.
This training program is mandatory for each student acquired them
which the way in an organization face to successfully run their
business in the competitive environment this also have given to the
students a practical exposure.
About the market and their industries environment this also has given
to students a practical exposure. For the same time I also got the
chance to my summer training in HDFC Bank.
In this highly competitive market where many players fighting each
and every moment to increase their market share and to become the
customer first preference.
This project was an attempt to study the consumer’s behavior,
preferences and the market share to products of HDFC Bank ATM.
5
EXECUTIVE SUMMARY
6
EXECUTIVE SUMMARY
Direct banking channels have become an endemic
part of the banking culture. ATM is one of them. For many
people, the only contact they now have with their bank is
through an ATM. But to truly unlock the value of an ATM we
must look closer at the user experience and the type of service
that could be delivered.
HDFC Bank is one of the best direct banking
channels with 750 ATM across India. I was given the
opportunity to do a project “Customer Attitude towards ATM
Services, Bulandshahar City (A study of HDFC Bank), by Mr.
Sudhir Srivastava (Branch Manager, HDFC Bank,
Bulandshahar.) in my summer training, for this prestigious
bank.
At first I was made aware of all the direct
banking channels and services provided by the HDFC Bank.
The project demanded a survey of the HDFC Bank’s ATM. In
my survey I had to visit the ATM’s and had to take the
customer responses in the questionnaire prepared to suit the
objective.
7
BULANDSHAHAR city has Two HDFC Bank’s ATM
located at-
Bank Road
Railway Colony
A sample of 300 was collected for analysis. For finding out
the usage rate of an ATM I had to take the number of hits at
each counter by the banks record and then the analysis was
done. I can say that the training was full of knowledge
practical experience.
8
THE HISTORY OF
BANKING IN INDIAN
9
THE HISTORY OF BANKING IN INDIAN
Banking in India has its origin as early as the Vedic period. It is
believed that the transition from money lending to banking must
have occurred even before Manu, the great Hindu Jurist, who has
devoted a section of his work to deposits and advances and laid
down rules relating to rates of interest. During the Mogul period,
the indigenous bankers played a very important role in lending
money and financing foreign trade and commerce. During the
days of the East India Company, it was the turn of the agency
houses to carry on the banking business. The General Bank of
India was the first Joint Stock Bank to be established in the year
1786. The others, which followed, were the Bank of Hindustan
and the Bengal Bank. The Bank of Hindustan is reported to have
continued till 1906 while the other two failed in the meantime. In
the first half of the 19th century the East India Company
established three banks; the Bank of Bengal in 1809, the Bank of
Bombay in 1840 and the Bank of Madras in 1843. These three
banks also known as Presidency Banks were independent units
and functioned well. These three banks were amalgamated in
1920 and a new bank, the Imperial Bank of India was established
10
on 27th January 1921. With the passing of the State Bank of India
Act in 1955 the undertaking of the Imperial Bank of India was
taken over by the newly constituted State Bank of India. The
Reserve Bank which is the Central Bank was created in 1935 by
passing Reserve Bank of India Act 1934. In the wake of the
Swadeshi Movement, a number of banks with Indian management
were established in the country namely, Punjab National Bank
Ltd, Bank of India Ltd, Canara Bank Ltd, Indian Bank Ltd, the
Bank of Baroda Ltd, the Central Bank of India Ltd.
On July 19, 1969, 14 major banks of the country were
nationalised and in 15th April 1980 six more commercial private
sector banks were also taken over by the government. Today the
commercial banking system in India may be distinguished into:
11
PUBLIC SECTOR BANKS
State Bank of India and its associate banks called the State Bank
group
19 Nationalized banks
Regional Rural Banks mainly sponsored by Public Sector Banks
12
PRIVATE SECTOR BANKS
Old generation private banks
New generation private banks
Foreign banks in India
Scheduled Co-operative Banks
Non-scheduled Banks
13
CO-OPERATIVE SECTOR
The co-operative banking sector has been developed in the country to
the supplement the village moneylender. The co-operative banking
sector in India is divided into 4 components
State Co-operative Banks
Central Co-operative Banks
Primary Agriculture Credit Societies
Land Development Banks
Urban Co-operative Banks
Primary Agricultural Development Banks
Primary Land Development Banks
State Land Development Banks
14
DEVELOPMENT BANKS
Industrial Finance Corporation of India (IFCI)
Industrial Development Bank of India (IDBI)
Industrial Credit and Investment Corporation of India (ICICI)
Industrial Investment Bank of India (IIBI)
Small Industries Development Bank of India (SIDBI)
SCICI Ltd.
National Bank for Agriculture and Rural Development
(NABARD)
Export Import Bank of India
National Housing Bank
15
ABOUT HDFC BANK
LTD.
16
ABOUT HDFC BANK LTD.
The Housing Development Finance Corporation Limited (HDFC) was
amongst the first to receive an in principle approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector, as part of the
RBI's liberalization of the Indian Banking Industry. The bank was
incorporated in August 1994 in the name of HDFC Bank Limited, with
its registered office in Mumbai, India. The bank commenced
operations as a Scheduled Commercial Bank in January 1995.
PROMOTER
HDFC is India's premier housing finance company and enjoys an
impeccable track record in India as well as in international markets.
Since its inception in 1977, the Corporation has maintained a
consistent and healthy growth in its operations to remain the clear
market leader in mortgages and banking services in India. Its
outstanding loan portfolio covers over a million dwelling units.
HDFC has developed significant expertise in retail mortgage loans to
different market segments and also has a large corporate client base for
their housing related credit facilities. With its experience in the
financial markets, a strong market reputation, large shareholder base
and unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.
17
BUSINESS FOCUS
HDFC Bank's mission is to be a World Class Indian Bank. The Bank's
aim is to build a sound customer franchise across distinct businesses so
as to be the preferred provider of banking services in the niche
segments that the bank operates in and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank aims to
ensure 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. The Bank signed a strategic business
collaboration agreement with Chase Manhattan Bank in February
1999.
18
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs.450 corers. The paid-up
capital is Rs.281.2 crores. The HDFC Group holds 24.5% of the bank's
equity while about 13.3% of the equity is held by the depository in
respect of the bank's issue of American Depository Shares (ADS/ADR
Issue). The Indian Private Equity Fund, Mauritius (IPEF) and Indocean
Financial Holdings Ltd., Mauritius (IFHL) (both funds advised by J P
Morgan Partners, formerly Chase Capital Partners) together hold about
11.6% of the bank's equity. Roughly 18% of the equity is held by FIIs,
NRIs/OCBs while the balance is widely held by about 300,000
shareholders. The shares are listed on the The Stock Exchange,
Mumbai and the National Stock Exchange. The bank's American
Depository Shares are listed on the New York Stock Exchange under
the symbol "HDB".
19
TIMES BANK AMALGAMATION
In a milestone transaction in the Indian banking industry,
Times Bank Limited (another new private sector bank
promoted by Bennett, Coleman & Co. /Times Group) was
merged with HDFC Bank Ltd., effective February 26, 2000.
As per the scheme of amalgamation approved by the
shareholders of both banks and the Reserve Bank of India,
shareholders of Times Bank received 1 share of HDFC Bank
for every 5.75 shares of Times Bank. The amalgamation
added significant value to HDFC Bank in terms of increased
you can send and receive funds, safety and the transaction
limit.
All you need to have is an HDFC Bank Account.
REFILL THROUGH ATMS :-
1. Choose others icon in the first screen of the ATM
after entering your PIN.
2. Select the Bill Pay/Prepaid Refill icon on the screen.
3. Select prepaid refill icon on the screen out of the
choices of Electricity, Telephone etc.
4. Enter your prepaid mobile number and confirm the
same.
5. Choose your preferred tariff and confirm the
payment.
6. Your account will be debited and the recharge will
be affected instantly.
7. You will also get a confirmatory SMS from the
mobile operator.
57
REFILL THROUGH SMS
Register for our free Mobile Banking service and get your
Orange prepaid card refilled. Just send an SMS at any
time of the day or night and your card will be refilled
within seconds. The amount will be instantly deducted
from your bank account, making it hassle free and
convenient.
It's actually very easy to refill your prepaid card.
1. Type RC HDFC (the amount you want your card
refilled for) and send it to 140 for Orange.
2. Within a few seconds, your prepaid account will be
refilled and you will receive the following message
on your mobile phone screen, 'Your account has been
refilled. Your Orange Just Talk account balance is
now 'XXX INR'.
3. You can refill your prepaid connection any time,
from anywhere in the world. You don't need to carry
58
any refill slips with you. For e.g.: Instead of
purchasing a refill slip of Rs. 324 and entering the 16
digit code, just send an SMS 'RC HDFC 324' to 140
and get your prepaid card refilled instantly.
Note: Please ensure that you refill within the validity
period.
Our Mobile Banking service is one of the easiest ways for
you to access your account. It's free, instant and you can
bank through SMS. What's more, you can use Mobile
Banking even when you're on the move.
To avail of the services mentioned below send an SMS to
12323
Check your account balance.
Check on the last three transactions you made.
Request for a statement.
Order a cheque book.
59
Enquire on a cheque status.
Stop a cheque.
View your Fixed Deposit details.
Make your utility bill payments over SMS.
How much does it cost?
This service is absolutely free from HDFC Bank! You
only have to pay the regular SMS charge for your SMS
request. It's a service that has been introduced for the first
time in India, just to make your world easier.
60
PRODUCT FEATURES
1. Currently, Orange and Hutch prepaid customers at
the mentioned circles, who are HDFC Bank's
Account holders can now get their pre-paid cards
refilled for the amount they desire through the
ATMs.
2. This hassle-free and convenient service is available
24 hours a day, 365 days a year, and comes at no
cost, for the customer.
3. There is no charge from HDFC Bank for this service.
All that a customer needs to do to avail of this
service is visit his nearest ATM.
4. The benefits of this new feature are obvious:
recharging of prepaid cards is now possible
anywhere - while roaming in India without the need
to find a shop stocking Refill slips, and at any time
of the day or night.
61
So now Hutch prepaid customers can refill their mobile
phones by visiting the nearest HDFC Bank ATM.
For further information on more convenient services from
us at HDFC Bank, call Phone Banking, log on to
www.hdfcbank.com or just walk in to the branch closest
to you.
We will also be shortly launching this convenient facility
with other mobile operators around the country.
* Recharge facility through ATMs is available for Orange
prepaid customers in Mumbai and Hutch prepaid
customers in Delhi, Karnataka, Andhra Pradesh, Chennai
and Gujarat currently.
** Recharge facility through SMS is available for Orange
prepaid customers in Mumbai currently.
62
WHO CAN APPLY?
[A] Resident Indians holding any of the following Account(s)
with HDFC Bank:
Savings Account
Current Account (Sole Proprietorship)
Supersaver Account
Loan Against Shares Account (LAS)
Salary Account
[B] Non-Resident Indians holding any of the following NRE
Account(s) with HDFC Bank;
NRE Savings Account
NRE Savings Depository Account
NRE Current Depository Account
63
For the first time in the country HDFC Bank introduces refill
of Orange prepaid card through ATMs and SMS
All you need to have is an HDFC Bank Account and be an Orange
prepaid customer.
Refill through ATMs:-
1. Choose Others icon in the first screen of the ATM after
entering your PIN
2. Select the screen Bill Pay/Prepaid Refill icon on the screen
3. Select prepaid refill icon on the screen out of the choices of
Electricity, Telephone etc.
4. Enter your Prepaid mobile number and confirm the same
5. Choose your preferred tariff and confirm the payment.
6. Your account will be debited and the recharge will effected
instantly
7. You will also get a confirmatory SMS from the mobile
operator.
64
REFILL THROUGH SMS:-
Register for our free Mobile Banking service and get your Orange
prepaid card refilled for the amount you desire. Just send an SMS
at any time of the day or night and your card will be refilled
within seconds. The amount will be instantly deducted from your
bank account, making it hassle free and convenient.
It's actually very easy to refill your prepaid card.
1. Type RC HDFC (the amount you want your card refilled
for) and send it to 140.
2. Within a few seconds, your prepaid account will be refilled
and you will receive the following message on your mobile
phone screen, 'Your account has been refilled. Your Orange
Just Talk account balance is now 'XXX INR'.
3. You can refill your prepaid connection any time, from
anywhere in the world. You don't need to carry any refill
slips with you. For eg: Instead of purchasing a refill slip of
Rs. 315 and entering the 16 digit code, just send an SMS
65
'RC HDFC 315' to 140 and get your prepaid card refilled
instantly.
Note: Please ensure that you refill within the validity period.
Our Mobile Banking service is one of the easiest ways for you to
access your account. It's free, instant and you can bank through
SMS. What's more, you can use Mobile Banking even when
you're on the move.
To avail of the services mentioned below send an SMS to 12323
Check your account balance.
Check on the last three transactions you made.
Request for a statement.
Order a cheque book.
Enquire on a cheque status.
Stop a cheque.
View your Fixed Deposit details.
Make your utility bill payments over SMS.
66
How much does it cost?
This service is absolutely free from HDFC Bank! You only have
to pay the regular SMS charge for your SMS request. It's a service
that has been introduced for the first time in India, just to make
your world easier.
For further information on more convenient services from us at
HDFC Bank, call 2856 1818, log on to www.hdfcbank.com or just
walk in to the branch closest to you. You can also call Orange at
5664 2222 or log on to www.orange.co.in
67
INTERNATIONAL DEBIT CARD
68
INTERNATIONAL DEBIT CARD
It’s like an ATM card one can shop with. HDFC Bank
International Debit Card can be used to access account from a
widespread network of ATMs within India and abroad. Cash can
be with drawn at over 8,00,00 Visa/Maestro/Plus/Cirrus ATMs in
140 countries. Shopping at over 51,000 establishments in India
and over 10 million worldwide can be done with International
Debit Card. At select branches of Canara Bank and Bank of India
withdraw of cash against HDFC Bank International Debit Card
(available only with the Visa Electron programme) can be done.
69
PHONE BANKING
70
PHONE BANKING
Just by making a phone call one can –
Ask for account details
Request for a cheque book
Open a fix deposit
Order a demand draft
Stop cheque payment
Make cheque status inquiries
Open Fixed Deposits
Report of lost ATM / Debit Card
Transfer funds
71
RESEARCH OBJECTIVE OF
THE STUDY
72
OBJECTIVE OF THE PROJECT
To know the potential market of HDFC Bank for ATM
in Bulandshahar City.
To evaluate the services.
To determine the existing usage rate of ATM’S.
73
RESEARCH
METHODOLOGY
74
RESEARCH METHODOLOGY
Research methodology is the mean to plan out the working
process or the course of action to reach the objective. It is
extremely crucial and holds the key to the success of the survey.
SAMPLE AREA : BULANDSHAHAR
SAMPLING : SIMPLING RANDOM SAMPLING
SAMPLE SIZE : 300
TYPE OF DATA : PRIMARY DATA
DATA COLLECTION METHOD : INTERVIEW THROUGH QUESTIONNAIRE
INTERVIEW TECHNIQUE : CONTACTED PERSONALLY
TYPE OFQUESTION : OPEN AND CLOSED ENDED
RESEARCH DESIGN: DISCRIPTIVE
75
RESEARCH METHODOLOGY
The methodology researcher use in the entire research and
survey work can define as in this method. Researcher used the
survey in this passion so that there was minimum wastage of man.
material and money.
RESEARCH DESIGN:-
Types of Research:- For collection of data researcher are
descriptive research design. It provide me description of an
individual and a community. Through this research collect
quantitative questionnaire and data.
DATA SERVICE:-
Direct interaction with consumer and consumer and consumer as a
respondent. So consumer is the man data service.
76
RESEARCH APPROACH:_
There are two basic approaches to research. quantitative and
qualitative my approaches are both. Researcher collects the
quantitative data and the opinion of the people bike performance
of the product. dealership. satisfaction level and there expectation.
TYPES OF QUESTIONNAIRES:
When researcher start preparing questionnaires then researcher
keep all the brings in this mind that guideline of his guide and
time factor of consumers. Questionnaires should not be very
borty and lengthy working upon the above guidelines. The
questionnaires there were 15 and target market questionnaires is
18 and total questions 23.
TYPE OF QUESTIONS:-
Research used both closed type question. (e.g.-g the type 'yes or
no) open type (e.g.-inviting free response) and licker scale
question. I used for qualitative in my questionnaires.
RESEARCH INSTRUMENT:
Research's research instrument is questionnaires for collecting the
primary data. This is very common and flexible instrument.
77
SAMPLING:
Sample in market, researcher collect needed information from
various persons who are associated with this subject. When such
associated persons are in new number research can get
information from all of them in such some people among
associated persons are selected and collect information from them.
These selected persons represents the whole universe and are
called sample.
SAMPLING SIZE:
The total number of these selected persons is called sample size.
the sample is the total of persons. which are interviewed by
researcher. In this case study sample units are one hundred.
researcher has taken response of one hundred persons.
COLLECTING THE DATA:
1. Primary data.
2. Secondary data.
1- Primary data: Through survey researcher obtains primary
data directly from the Reader through following method.
78
A. Observation method.
B. Interview method.
C. Questionnaires.
A. Observation M ethod : Researcher went to the dealers
showroom and service center and even a parking
places. Researcher directly observes the customers
researcher with out asking any question. Here
researcher found most of the customer was empty
buying behavior.
B. Interview Method : Researcher went to the service
center and parking places and collects the data
through personal interview.
C. Through questionnaires : Researcher collects
most of the data through questionnaires; researcher
went to the consumers and requested them to fill the
questionnaires.
79
GRAPHICAL DATA INTERPRETATIONS (RESULTS & FINDINGS)
80
GRAPHICAL DATA INTERPRETATION
DISCRIPTION OF THE SAMPLE SURVEYED
From the pie chart shown above we can see that from the sample
size of 300 – 34% of the customers were holding account with the
bank from less than six months. 13% of the customers were
holding account with the bank from less than a year. 18% of the
customers were holding account with the bank from less than year
and a half 35% of the customers were holding account with the
bank from less than 2 years.
81
Among the sample of 300-
1. 31% were businessmen. 2. 26% were into government service. 3. 29% were in private sector. 4. 14% were students.
82
There are two types of card offered by the bank-
1. ATM CARD 2. INTERNATIONAL DEBIT CARD
50% of the respondents were using ATM CARD. 22% of the respondents were using INTERNATIONAL DEBIT CARD. 28% used both the cards.
83
POTENTIAL AREA OF SETTING UP NEW ATM’S ACCORDING TO SAMPLE SURVEY
84
ANALYSIS OF THE LOCATIONS
The three most sought locations are-
1. Bank Road
2. Railway Colony
Bank Road- This location was suggested by 75% of the
respondents. The reason for suggesting this place was that it is the
main market and people out for shopping can get money easily when
ever they fall short off. This main market of BULANDSHAHAR
surrounded by residential areas. So a counter at this location can
attract customer base from the following colonies and the premier
location will also add to the significance of the counter.
Railway Colony - This counter was suggested by 25% of the
respondents. A counter in this area can attract a customer base. The
nearest HDFC ATM to this area is Railway Station. So most of the
customers who go to Railway Station can use this counter, which will
lessen the customer traffic at Railway Station counter, which is
generally over rushed.
85
Out of the 300 respondents-1. 25% ranked the services as excellent.2. 49% ranked the services as good.3. 24% ranked the services as satisfactory.4. 2% ranked the services as bad.
THE SERVICES INCLUDE-
Proper functioning of the machine. Adequate supply of envelops used for depositing cheque and cash. Trained guards. Proper lightning and air-conditioning. Cleaning of the counter. Good arrangement of alternate power supply (in case of power cuts).
86
PROLEM FACED BY THE CUSTOMERS
Out of the sample surveyed 48% of the respondents faced
different problems which are-
Machine out of order due to technical fault in the machine itself
or due to delink.
People get Rs. 500 notes, as the Rs. 100 notes are not sufficient
in the machine.
Many time’s cash gets over and it takes a lot of time for refill.
People have to face a long que at Railway Station counter
Clearance of the cheques deposited in the ATM’S takes time.
The ATM counter has a poor alternate power supply. The UPS
lasts only for 25-30 min after a power cut where as the UPS of
other counters work for 7-8 hours. In that case the customers
have to go to other counter or wait for the electricity to come.
87
Out of the 300 respondents surveyed-
40% percent were aware of PHONE BANKING service.
60% percent were found not aware of the Tele service offered by
the bank
88
Out of the 140 aware people-
1. 44% use the service.2. 56% don’t use the service.
The main reason for not using the service is –
1. They don’t know how to use the phone banking service.2. Some find the procedure costly, as they have to pay for the call.3. Some don’t felt the need to use the tele service.
89
Among the users –
1. 33% ranked the service as excellent.2. 57% ranked the service as good.3. 10% ranked the service as satisfactory.
Phone banking is not effective as only 47 % of the customers are using it.To make it effective-
1. Customers should be made aware of it and should be taught how to use it effectively and efficiently.
2. Posters and brochures should be placed at the ATM’s and Bank to create awareness.
90
USES RATE OF HDFC BANK ATM IN JULY ’2006
TOTAL NUMBER OF HITS IN July’2006 = 19202
The number of hits each ATM contributed to the total hits in July’2006-