Jagdish HDFC

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1

A

Research Project Report

ON

Customer Satisfaction MeasurementAt

A project submitted to

The Bhavnagar University of Bhavnagar

In partial fulfillment For the Degree

Of

Bachelor of Business Administration

(2011-2012)

Prepared By: Guided By:

Jagdish Joliya Jayesh Goswami

Seat No: 19 (assistant professor )

Submitted to:

Shree H. K. Parekh College of Management-MAHUVA

Affiliated to:

Bhavnagar University

Bhavnagar



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CERTIFICATE



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Acknowledgement

There are competent and indefatigable lecturers and guides, who bestow their

fortune upon students, particularly in respective field. Words are often too weak toexpress the inner feelings. I am really thankful to my supervisor and guide Mr. Jayesh

Goswami (assistant professor) for this guidance and full co-operation in preparing

each and every part of this report. Without his support this report would have been a

Dream.

I find words inadequate to express my gratitude towards M r. Kr itin K amdar ,

Branch manager of HDFC Bank, to give me the opportunity to do my project in

renowned organization like HDFC Bank. And M r.Vishal Dave , to guide me in each

and every work.

Lastly, I am heartily thankful to all the persons who helped and cooperated

with me for completion of this report. Without their help this report would not have

been completed.



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Student Declaration

I the undersigned Jagdish Joliya the student of T. Y. B. B. A. academic

year 2010-2011 hereby declare that the project work presented in this report is my

own work and has been carried out under the guidance of Mr. Jayesh Goswami

(Project guide) and Mr. C.N.Pithadia, Coordinator of H. K. Parekh College of

Management, Mahuva, affiliated to Bhavnagar University.

I have prepared the Project Report entitled "Customer Satisfaction

Measurement". This is an original & purely authentic work.

Date:

Guide„s Sign: Signature:

(Jagdish Joliya)



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Executive Summary

Customer satisfaction is a post purchase experience that a customer gets after

consumption of products and services and becomes deciding factor for customer to

make rational decision of repurchase and to recommend it to others. But in a purely

service industry service is provided, consumed and analyzed at the point of

consumption of service. This study basically focuses on measurement of customer

satisfaction related to Service offered and rendered at HDFC BANK.

This study gives a bird‟s eye view of the services provided by HDFC BANK

(retail) to their clients.

Recommending the services, rating the experience with HDFC BANK, service

charges and suggestions were some of the aspects explored. Rating the products,

handling of compliant calls, response time, and overall level of satisfaction were some

of the issues were also discovered.

To accomplish the task, a survey was carried in Mahuva with a sample of 50

respondents taken on a random basis approaching the customers who walked in

during banking hours. A structured questionnaire was prepared and administered and

the data so collected was analyzed by percentages

Is a satisfied customer asset for a company? Definitely not unless and until he

becomes a loyal customer. This is the area where the organization can improve in thenear future.

This study is an earnest effort to enhance the practical knowledge by measuring

the customer satisfaction as well as contributing to the organizational efficiency by

suggesting ways to manage and improve the same profitably in the highly competitive

time to come.



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Contents

No. Particular Page No.

1. Introduction to the study 8

2. Banking overview 12

3. History 14

4. Company profile 17

5. HDFC bank Profile 19

6. Business Focus 20

7. Current Situation of Bank 22

12. Customer Satisfaction Need 25

13. Importance of Customer Satisfaction 26

14. How to achieve Customer Satisfaction? 28

15. Can 100% Customer satisfaction be achieved? 29

16. Is Customer Satisfaction Measurement is static ? 30

17. Whose responsibility to manage Customer

Satisfaction?

31

18. What is ultimate goal ? 32



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19. Research methodology 33

20. Research Problem 34

21. Research Design 36

22. Sampling Design 37

23. Data Collection 38

24. Data Analysis and Interpretation 40

26. Findings & Recommendations 51

27. Limitation of study 53

28. Scope of the study 54

29 Conclusion 55

30. Bibliography 57

31. Questionnaire 59



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NTRODUCATION TO THE STUDY

What i s cus tomer sa t i s fac t ion?

Customer satisfaction means giving the customers what they really want, when

they want it and the way they want it. It involves understanding customer expectations

and meeting them fully.

It can be defined as” an outcome of purchase and use resulting from the buyer‟s

comparison of rewards and the costs of the purchase in relation to the anticipated

consequences.

Customer is an individual or an organization. Their requirements are very

similar.

Conformance of services to their requirements and its performance in actual

stage

Competitive prices

Quality and reliability

Prompt delivery

Service

Customer satisfaction refers to how satisfied customers are with the

prod uc ts or serv ice s the y receive from a pa rt icu lar age nc y. Th e leve l 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



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• 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:

the customer as

they design.

when they measure performance.

Why i s i t impor tan t?

There are a number of reasons why customer satisfaction is important in Banking

Sector:

• Meeting the needs of the customer is the underlying rationale for the existence of

community service organizations. Customers have a right to quality services

that deliver outcomes.



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• O r g a n i z a t i o n s t h a t s t r i v e b e y o n d m i n i m u m s t a n d a r d s 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.



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BANKING OVERVIEW

Banking means accepting the deposits from the customers for lending to the

needy and extending the other services as to issue of dd 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 nationalized banks are still service oriented in

extending loans for E ducati on lo an, a nd r ural 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 Ban k. The Eas t Ind ia Com pan y e s t abl i s hed

B a n k o f B e n ga l ( 1 8 0 9 ) , B a n k o f Bombay (1840) and Bank of Madras

(1843) as independent units and called it Presidency B a n k s . T h e s e t h r e e b a nk s

w e r e a m a l g a m a t e d i n 1 9 2 0 a n d I m p e r i a l B a n k o f I n d i a w a s

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 and1913, Bank of India, Central Bank of India, Bank of Baroda, Canada Bank,

Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935.

D u r i n g t h e f i r s t p h a s e t h e g r o w t h w a s v e r y s l o w a n d b a n k s a l s o

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

T h e B a n k i n g C o m p a n i e s A c t , 1 9 4 9 w h i c h w a s l a t e r c h a n g e d t o

B a n k i n g Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965).

Reserve Bank of Indi a was ves te d wi t h ex t ens ive pow ers for the

supervision of banking in India as the Banking Authority.

During those day‟s public has lesser confidence in the banks. As an aftermath deposit

mobilisation 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. In1955, it nationalized Imperial Bank of India with extensive

bank ing faci lit ies on a la rge sca le es pe ci al ly in ru ral and semi-ur ban areas .

I t fo rmed S ta t e Bank o f Ind ia t o ac t a s t he p r inc ipa l agen t o f RBI

a n d t o h a n d l e b a n k i n g t r a n s a c t i o n s o f t h e U n i o n a n d S t a t e

Governments all over the country.

Seven banks forming subsidiary of State Bank of India was nationalized in

1960 on 19thJuly, 1969, major process of nationalization was carried out.

It was the effort of the then Prime Minister of India, Mrs. Indira Gandhi.

14 major commerci al banks in the count ry were nationalized.

Second phase of nationalization Indian Banking Sector Reform was

car ri ed ou t i n 1980wi th seve n m ore banks . Th i s s t ep b rough t 80% of

th e ba nk in g se gm en t in In di a un de r Government ownership.

T h e f o l l o w i n g a r e t h e s t e p s t a k e n b y t h e G o v e r n m e n t o f I n d i a t o

R e gu l a t e B a n k i n g 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 crore.



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After the nationalization of banks, the branches of the public sector

bank In dia ros e to approximately 800% in deposits and advances took a huge jump

by 11,000%.

B a n k i n g i n t h e s u n s h i n e o f G o v e r n m e n t o w n e r s h i p g a v e t h e

p u b l i c i m p l i c i t f a i t h a nd immense confidence about the sustainability of these

institutions.

Phase III

This phase has introduced many more products and facilities in the

bank ing secto r in its reforms measure. In 1991, under the chairmanship of M

Narasimham, a committee was setup by his name which worked for the liberalization

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. Theentire 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. It is

shel tered from any cris is t r iggered by any external macroeconomics

shock as o ther Eas t Asian Count r ies suffered . This i s a l l 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 limitedforeign exchange exposure.



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History of HDFC Bank

The Housing Development Finance Corporation Limited (HDFC Ltd) was

amongst the first to set up a bank in the private sector. The bank was incorporated on

30 th August 1994 in the name of „HDFC BANK Limited‟ with its registered office in

Mumbai. We commenced operations as a Scheduled Commercial Bank on 16 th

January 1995. The bank has grown consistently and is now amongst the leading

players in the industry.

In a milestone transaction in the Indian banking industry, times bank was

merged with HDFC Bank Ltd, effective February 26, 2000. The amalgamation added

significant value to HDFC Bank in terms of increased branch network, expanded

geographic reach, enhanced customer base and skilled manpower.

On 20 th July 2001, our bank‟s American depository shares began trading on

the New York stock exchange under the symbol “HDB”. Subsequent to that the bankcame out with add on ADS offering on 21 ST January 2005. 19.46% of the equity

shares of the bank are held in ADS.



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HDFC Bank Profile

Bank Incorporated in August 1994 as HDFC Bank Limited, as of December

31, 2006, the bank had an India network of 684 branches in 316 cities in India and

over 1663 ATM's.

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 in 1994. The bank was incorporated in August 1994 in the

name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC

commenced operations as a Scheduled Commercial Bank in January 1995.

Promoters :

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 market leader in mortgages. Its outstanding loan portfolio covers well 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 its

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.



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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 four core values - Operational Excellence, Customer Focus,

Product Leadership and People.

Mission:

Use Enabling technology to provide valued ads products and services to

customers. 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 thehighest level of ethical standards, professional integrity, corporate governance and

regulatory compliance. HDFC Bank‟s business philosophy is based on four core

values – operational Excellence, customer focus, product leadership and people.



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Vision statement of HDFC Bank

The HDFC 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 such as:-

“ Operational excellence.

Customer Focus.

Product leadership.

People . ”

The objective of the HDFC Bank is to provide its target market customers a

full range of financial products and banking services, giving the customer a one-step

window for all his/her requirements. The HDFC Bank plus and the investment

advisory services programs have been designed keeping in mind needs of customers

who seeks distinct financial solutions, information and advice on various investment

avenues.



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Current Situation Of The Bank

HDFC Bank is one of India‟s leading banking and financial services

institutions. Its mission is to be a world-class Indian bank, and it provides a wide

range of services in wholesale and retail banking; including commercial, investment,

transactional and branch banking.

HDFC Bank today has more than 3.25 million customers. On the wholesale

services front, it is recognized as a leading provider of cash management and

transactional banking solutions to corporate customers, mutual funds, stock exchange

members and banks.

Increasing revenue in the face of fierce competition HDFC Bank was among

the first privatized banks to be set up in India after the liberalization of the Indian

banking industry. Today it is among several banks vying for the customers who have

not experienced the benefits of private banking. In a fiercely competitive market

place, the bank knows that growing its bottom-line is dependant largely on

increasing returns from existing customers, while adding new customers to its portfolio

Business

HDFC Bank offers a wide range of commercial and transactional banking

services and treasury products to wholesale and retail customers. The bank has

THREE key business segments:

Wholesale Banking Services :

The Bank's target market ranges from large, blue-chip manufacturing

companies in the Indian corporate to small & mid-sized corporate and agric-based

businesses. For these customers, 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 ofstructured solutions, which combine cash management services with vendor and





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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.

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

Participant (DP) services for retail customers, providing 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 (VISA Electron) and issues the MasterCard Maestro debitcard as well. The Bank launched its credit card business in late 2001. By September

30, 2005, the bank had a total card base (debit and credit cards) of 5.2 million cards.

The Bank is also one of the leading players in the "merchant acquiring" business with

over 50,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at

merchant establishments.

Treasury

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.



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CUSTOMER SATISFACTION – NEED

The age of mass production and mass distribution welcomed by most customers

and organizations, have one negative consequence, it has distanced those who

produce goods and services from those who consume them. In the era preceding mass

distribution, producers found out very quickly how satisfied or dissatisfied their

customers were in the course of their frequent and necessary interaction with their

customer. This face-to- face interaction reminded the producers‟ daily of the

sovereignty of customers. The feedbacks were readily accepted from the customers

and were adopted for making desired changes to improve their services and improve

customer satisfaction. So customer satisfaction was a daily phenomenon.

Enter the era of mass distribution and the channels of distribution created to

disseminate products and services. This has resulted in distancing customers from the

producers by the distribution channels. Intermediary institutions maintained this

pipeline of products and services whose job was to move the product or services from

the producer to end customers. A natural reaction for the producers was to give up or

delegate responsibility for customers servicing, depending on newly created

intermediaries to look after customer‟s satisfaction.



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IMPORTANCE OF CUSTOMER

SATISFACTION

Differentiation strategy: -

Satisfaction is quickly becoming the key to competitive posture within an

industry. Initially, products or services secure life in the market by fulfilling a basic

need. But only offering minimal functionality grants a product nothing than a

commodity status. To ensure long-term market success, businesses have created

brands. Brands allowed businesses to develop and sustain an image, differentiating

one another‟s products in the eyes of customer. Today most companies are leveraging

branding to its maximum benefit.

To further differentiate brands, customer satisfaction is the most likely next

strategy. Companies are realizing that the brand that best satisfies its customers not

only keeps them longer, but also benefits from positive word of mouth.

Improved profitability: -

There is both an intuitive belief and empirical evidence that improved customer

satisfaction will increase organizational profitability.

Improved customer retention: -

Satisfaction extends customer lifetimes and lifetime values. Also focusing on

satisfaction helps to estimate negative word of mouth of dissatisfied customers.

Losing a not satisfied customer is more severe than it sounds because one dissatisfied

customer may speak to as many as nine others, increasing its dissatisfaction by nine

folds.

Improved market share: -



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There are always four sources of business for a firm. Four sources of customers

in any purchase decision have been identified as: retained customers, customers

switching from competition, customers new to the category and customers leaving the

category. Different probabilities of success are associated.

With each of these four classes of customers because retained customers exhibit

probability for additional business, they deserve more attention and focus than they

currently receives.



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HOW TO ACHIEVE CUSTOMER

SATISFACTION?



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CAN 100% CUSTOMER SATISFACTION BE

ACHIEVED?

It is not possible to achieve

100% customer satisfaction ever.

Reason being simple that every

time the organization tries to

meet the customers‟ expectation,

the level of expectation increases

next time thus there is always

some gap between the two. The

organization can at least try to

always keep on meeting or

staying close to customer expectations so that the gap between the service expected

and actually delivered doesn‟t increases leading to dissatisfaction



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IS CUSTOMER SATISFACTION

MEASUREMENT STATIC?

As discussed earlier that there is always some between what is expected and

what is actually delivered, thus customer satisfaction measurement process is dynamicand not static, thus it should be practiced on a continuous basis for future

improvements.



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WHOSE RESPONSIBILTY IS TO MEASURE

AND MANAGE CUSTOMER

SATISFACTION?

It‟s the responsibility of the management to take the initiative and measure

the customer satisfaction but it is the responsibility of the whole organization to

manage and improve.

A naïve view of business might suggest that profit is the appropriate goal ofan organization, which is a very shortsighted view. From a practical viewpoint, the

primary goal of an organization has to be customer retention. Only with a steady base

of customers can an organization hope to make a profit. And only by first satisfying

customers can a business ever hope to retain its current customers.



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WHAT IS THE ULTIMATE GOAL?

The ultimate goal of any organization should be to position itself as a better

product and service offering organization through continuous measurement and

management of customer satisfaction.

Best can be always made better….



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Provide a way for unhappy customers to vent.

To measure the Customer Satisfaction towards banking services rendered by

HDFC BANK.



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Research Design

EXPLORATION:

Type of the study:

Descriptive research is concerned with measuring and estimating the

frequencies with which things occur. The research design is of Descriptive type which

is designed to describe the proportion characteristic of the population where in the

questions related to the satisfaction level of the customers were instrument are tried to

answer the queries regarding same.

Instrument:

A questionnaire is the most common research instrument. A questionnaire is aset of questions with or without a blank space for recording answers. The instrument

used for the research is the questionnaire, which was prepared after a thorough

knowledge of various aspects of customer satisfaction process.

Questionnaire Design:

The questionnaire contained the questions that help to dive deep in the customer

satisfaction level of customer in a bank. Rating experience at HDFC BANK, feedbackon maintenance charges handling of complaint calls, response by employees were

some of the issues which were probed with the help of the instrument.





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Data Collection

To meet need of information, the research plan can call for two types of data. Which

are Primary data and Secondary data.

Primary Data: Information which is collected for specific purpose at hand. The ways

for collecting primary data are Survey technique or approach by mail or online tools,

Telephonic survey, Observation approach, Or Experimental approach etc.

Our primary data comes from an opinion-based survey, which was then

conducted across the entire Mahuva with the sample size of 50 respondents drawn.

Secondary Data: Information that already exists somewhere, have been collected foranother purpose .The sources of secondary data are published survey of markets,

advertising media like newspapers, magazines ,trade journals etc, Universities,

Specialize libraries, Websites etc.

The relevant secondary data was gathered from the authenticated websites only.

Also very well accepted business magazines and Internet were referred to collect the

information required for the project.

The final model has been built by synergizing data from the above two sources.



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Location:

Mahuva was selected as area for conducting the sample survey to gather theopinion knowledge of the respondents .

Field instructions:

The field instruction of “asking the right respondent to give the response” was

decided. During this customers‟ review were taken during working hours of bank at branch.



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Data Analysis & Interpretation.

Que.1 Have you account in another bank? Give its name

.

Name of

Bank

SBI

Bank

HDFC

Bank

Dena

Bank

Axis

Bank

HSBC

Bank

Nagrik

Bank

No. of

Customers

25 9 4 5 1 6

0

5

10

15

20

25

SBI HDFC DenaBank

AxisBank

HSBCBank

NagrikBank

No. of Customers



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Interpretation:

So here chart shows that 28 customers have account in SBI which is highest

comparing with other banks. It also shows that HDFC Bank‟s all customers have

account in more than one bank. It means customers are using more than one account

at various banks.

Que.2 which facilities are you using from the following list with

HDFC Bank?

Name of

Facility

No. of

Users

Net Banking 16

Insta alerts 27

Credit Card

Facility

20

E-mail

statements

15

ATM 49

Branch

Network

20

Phone Banking 18

Third Party

Transfer

10

Mobile

Banking

11



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Investment 13

Interpretation:

It shows that out of 50 customers highest customers are using ATM facility provided

by bank. And only approx 20% customers are using facility of Third Party Transfer.

Overall customers are using all facilities provided by HDFC Bank.

0

5

10

15

20

25

30

35

40

45

50

No. of Users

ATM

Insta alerts

Credit Card Facility

Branch Network

Phone Banking

Net Banking

E-mail statements

Investment

Mobile Banking

Third Party Transfer



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Que.3 Give your view about following .

Infrastructure:

Options Poor Good Excellent Can‟t say

Customer‟s

View

0 35 15 0

Atmosphere:

Options Poor Good Excellent Can‟t say

Customer‟s

View

0 30 20 0

0

10

20

30

40

Poor Good Excellent Can’t say

Customer’s View

Customer’s View

0

5

10

15

20

25

30

35

Poor Good Excellent Can’t say

Customer’s View

Customer’s View



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Interpretation:

As per customers‟ view infrastructure and atmosphere are very good. Customers are

satisfied with it.



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Que.4 Rate the response of HDFC Bank’s staff service.

Options Strongly

Dissatisfied

Dissatisfied Can‟t

say

Satisfied Strongly

satisfiedCustomer‟s

view

0 2 4 30 14

Interpretation :

Here it is seen that 60% customers are satisfied, 28% customers are strongly satisfied,

and nearly 12% customers are dissatisfied or cannot say. By this we can say that

overall HDFC bank‟s staff service is very good and satisfying.

0

5

10

15

20

25

30

35

Satisfied Stronglysatisfied

Can’t say Dissatisfied StronglyDissatisfied

Customer’s view

Customer’s view



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Que.5 Give name of HDFC Bank’s service which you like most.

Particular Strongly

Dissatisfied

Dissatisfi

ed

Can’t say Satisfie

d

Strongly

Satisfied

Net Banking 0 0 4 13 4

Credit Card Facility 0 4 9 11 4

ATM 0 0 1 24 24

Phone Banking 0 0 4 9 6

Mobile Banking 0 0 4 7 3

Instra Alerts 0 0 4 19 12

E-mail statements 0 0 5 11 6

Branch Network 0 0 2 10 8

Third Party Transfer 0 0 7 5 4

Investment 0 0 3 8 5

By the following charts we can see satisfaction level of customers towards various

facilities provided by HDFC Bank.



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Net Banking

StronglyDissatisfied

Dissatisfied

Can’t say

Credit Card FacilityStronglyDissatisfied

Dissatisfied

Can’t say

Satisfied

ATM


Dissatisfied

Can’t say

Satisfied



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Phone Banking


Dissatisfied

Can’t say

Satisfied

Mobile Banking


Dissatisfied

Can’t say

Satisfied

Strongly Satisfied

Instra Alerts

Strongly Dissatisfied

Dissatisfied

Can’t say

Satisfied

Strongly Satisfied



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E-mail statements


Dissatisfied

Can’t say

Satisfied

Strongly Satisfied

Branch Network


Dissatisfied

Can’t say

Satisfied

Strongly Satisfied


Strongly DissatisfiedDissatisfied

Can’t say

Satisfied

Strongly Satisfied



50

Interpretation:

Investment


Dissatisfied

Can’t say

Satisfied

Strongly Satisfied



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In the research I find the bank is use proper cash management service.

Net profit of the bank constant increase the bank is on growth way.

In HDFC Bank I‟ll know that public are satisfied with this bank and after this

deal they do deal next time.

The interest coverage ratio is continues increase its good for bank.

In the city more public are satisfied with this bank and after this deal they dodeal next time



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Limitation of Study

The customers‟ study was conducted only in Mahuva city. The results

therefore are confined to this area only and need not necessarily be applicable to other

areas.

The sample size of the customers was small, so it was not able to convey the

attitude of the customers

Inadequate time was the major constraints during the project work.

Respondents might have some biased views and this could have affected the

findings to a certain extent.

In the questionnaire, questions are very limited, because it is very difficult to

get the information from the busy officials.



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Scope of the future study

The scope of study is large because there is separate finance department in

HDFC BANK in Mahuva. So all the information‟s regarding this report is collected

from various financial statements. This report will show the Cash level of HDFC

BANK. This report will be prepared for analysis purpose and this report contains

working capital and its components like cash, in receivable and its analysis.



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BIBLIOGRAPHY

Kothari.C.R. – “Reasearch methodology” (methods & techniques) - 2nd edition,-

new age international publisher, - new Delhi- 2004

Kotler philip.- “Marketing management” – 13 th edition

Annual report of HDFC bank – 2010-2011

Websites:

www.hdfcbank.com

www.google.com

http://www.hdfcbank.com/


http://www.google.com/






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QUESTIONNAIRE

The information provided will be used for academic purpose only.

Name:

Occupation :

Cont. No:

Address:

Since how long you are customer of HDFC Bank?

…………………………………………………………………………………………

…………………………………………………………………………………………

Have you an account in another bank? Give its name.

______________________________

Yes No



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Which type of account you have? And why you are using it? Explain its

feature.

Current Account

…………………………………………………………………………………………

…………………………………………………………………………………………

Saving Account

………………………………………………………………………………………..

………………………………………………………………………………………..

Which facilities are you using from the following list with HDFC Bank?

Net Banking

Insta alerts

Credit Card Facility

E-mail statements

ATM

Branch Network

Phone Banking




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Mobile Banking

Investment

Give your view for the following:

Infrastructure:

Poor

Good

Excellent

Can‟t say

Atmosphere:

Poor

Good

Excellent

Can‟t say

Rate the response of HDFC Bank‟s staff service.


Dissatisfied

Can‟t say





Investment

Give name of any facility which you want to change or want to add as facility.

…………………………………………………………………………………………

…………………………………………………………………………………………

Any Suggestions:

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

…………………………………………………………………………………………

What is your educated opinion about bank?

[ ] Excellent [ ] Average

[ ] Good [ ] Below avg.

Suggestion: ………………………………………………

Jagdish HDFC

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