2 Financial Information

The last twelve years have been very fulfilling. We can of course wax eloquent about it in so many ways, but they say, figures don't lie, so we will let the figures do all the talking. They will give you a fair idea of how we have grown in the past few years.

Products of HDFC BANK Savings Accounts

Regular Savings Account Savings Plus Account SavingsMax Account

Demat Account Current Accounts

Premium Current Account Regular Current Account Reimbursement Current Account Salary Accounts Payroll Classic Regular Premium Defence Salary Account

Remarks On Allotment of Shares From The First Date 70 Subscriber to the Memorandum & Articles of Association On 12.09.1994 And Now :13582000 On 29.06.2007 333187008 Allotment of Shares to HDFC Limited on preferancial basis

Work Profile [Roles & Responsibilities]

Live Experience
HDFC BANK IN THE NEWS HDFC Bank Agrees to Sell 6,644,665 American Depositary Shares at $39.26 per ADS Mumbai, India - January 20, 2005 - HDFC Bank Limited (NYSE: HDB) announced today that it has priced its public offering of 6,644,665 American Depositary Shares, each representing three equity shares, at $39.26, the closing price of the ADSs on the NYSE on Thursday, January 20, 2005. The offering price is equivalent to a price (in Indian Rupees) of Rs. 571.89 per equity share at the January 20, 2005 exchange rate. Merrill Lynch International and Morgan Stanley are the joint global coordinators and joint bookrunners for the offering.

Net proceeds from the offering are expected to be approximately $253.4 million and will be used for funding future growth. As part of the offering, HDFC Bank has granted the underwriters an over-allotment option to purchase an additional 996,700 American Depositary Shares. The offering is scheduled to close on January 25, 2005.

HDFC Bank is a leading private sector bank and financial services company in India. It offers a wide range of financial products and services to retail and wholesale customers. Its ADSs are listed on the NYSE and its equity shares are listed on the National Stock Exchange of India Limited and The Stock Exchange, Mumbai. STUDENTS CONTRIBUTION TO THE ORGANIZATION :

1. Removal of documentation in the opening of account thereby facilitating in error free account activation. 2. Earlier the account used to get activated in 7-8 working days, but we reduced that period to 5-7 working days in a very short span of time, with proper coordination among the team member. 3. Increasing the share of account opened by HDFC bank in Wipro technologies. 4. Providing value added services to the customer of HDFC bank by assisting them in understanding the services they can avail through saving/salary account.

TABLE SHOWING DISTRIBUTION OF AGE (TABLE NO. 1) AGE GROUP 20 - 30 30 - 40 40 AND ABOVE TOTAL NO. OF RESPONDENTS 22 43 35 100 ANALYSIS The above table shows that 22% of the respondents fall under the age group of 20 30 years ,43% of the respondents fall under age group of 30 40 years and 35% of the respondents belonging to age group of 40 and above years. PERCENTAGE 22% 43% 35% 100%

INFERENCE Hence it clearly shows that the majority of the respondents fall under the age group of 30 40 years i.e 43%. GRAPH 1

CHART SHOWING DISTRIBUTION OF AGE GROUP

40 and above 35% 30 - 40 43% 20 - 30 22%
20 - 30

TABLE SHOWING DISTRIBUTION OF SEX OR GENDER (TABLE NO. 2) GENDER FEMALE MALE TOTAL NO. OF RESPONDENTS 43 57 100 ANALYSIS PERCENTAGE 43% 57% 100%

The table shows that there are 57% of male respondents and 43% of female respondents. INFERENCE Thus the table clearly shows that the majority of the respondents are male i.e 57%. GRAPH 2

CHART SHOWING DISTRIBUTION OF GENDER

60% 50% 40% 30% 20% 10% 0% male female Series1

TABLE SHOWING THE DISTRIBUTION OF MARITAL STATUS ( TABLE NO. 3) MARITAL STATUS MARRIED SINGLE TOTAL NO. OF RESPONDENTS 68 32 100 PERCENTAGE 68% 32% 100%

ANALYSIS According to the table 68% of the respondents are married and 32% of the respondents are single. INFERENCE The table clearly shows that the majority of the respondents are married that is 68%. GRAPH 3

CHART SHOWING THE DISTRIBUTION OF MARITAL STATUS

70% 60% 50% 40% 30% 20% 10% 0% 1 MARITAL STATUS

marrie d

TABLE SHOWING THE DISTRIBUTION OF THE MONTHLY HOUSEHOLD INCOME (TABLE NO. 4) MONTHLY HOUSEHOLD INCOME LESS THAN RS 10,000 RS 10,000 RS 20,000 MORE THAN RS 20,000 TOTAL NO. OF RESPONDENTS PERCENTAGE 0 23 77 100 0% 23% 77% 100%

ANALYSIS The above table shows that there are no respondents who have a monthly household income of less than Rs 10,000, there are 23% of the respondents who fall under Rs 10,000 Rs 20,000 household income and 77% fall under the more than Rs 20,000 household income category. INFERENCE

The table clearly shows that the majority of the respondents have more than Rs 20,000 of monthly household income, that is 77%. GRAPH 4

CHART SHOWING THE DISTRIBUTION OF MONTHLY HOUSEHOLD INCOME

less than Rs 10,000 Rs 10,000 20,000

TABLE SHOWING THE IMPORTANCE OF A SMILING EMPLOYEE ACCORDING TO A CUSTOMER (TABLE NO.5) IMPORTANCE VERY IMPORTANT SOMEWHAT IMPORTANT NOT SO IMPORTANT NOT AT ALL IMPORTANT TOTAL NO. OF RESPONDENTS 55 20 20 5 100 ANALYSIS According to the table 55% of the respondents feel its extremely important for a employee to welcome a customer with a smile,20% respondents think its somewhat important while 20% feel its not so important and 5% think its not at all important. INFERENCE Hence when a customer enters the bank , he looks for a smiling employee to welcome him, its extremely important to him(55% of respondents think its very important). PERCENTAGE 55% 20% 20% 5% 100%

GRAPH 5
CHART SHOWING THE IMPORTANCE OF A SMILING EMPLOYEE

very important somewhat important

not so not at all important important 5% 20% somewhat important 20%

not so important not at all important

very important 55%

TABLE SHOWING THE IMPORTANCE OF THE SIZE OF THE CHEQUE BOOK ACCORDING TO THE CUSTOMERS (TABLE NO. 6) IMPORTANCE VERY IMPORTANT SOMEWHAT IMPORTANT NOT SO IMPORTANT NOT AT ALL IMPORTANT TOTAL NO. OF RESPONDENTS 20 45 30 5 100 PERCENTAGE 20% 45% 30% 5% 100%

ANALYSIS The table shows that according to the 20% of the respondents its very important that the cheque book size is appropriate,30% of the respondents think its not so important,5% of the respondents think its not at all important while 45% of the respondents think its somewhat important. INFERENCE

Hence the table clearly shows that the majority of the respondents think its somewhat important for the cheque book size to be appropriate. GRAPH 6

CHART SHOWING THE IMPORTANCE OF THE SIZE OF THE CHEQUE BOOK

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Series1

TABLE SHOWING THE IMPORTANCE OF THE BANK TIMING ACCORDING TO THE CUSTOMERS (TABLE NO. 7) IMPORTANCE VERY IMPORTANT SOMEWHAT IMPORTANT NOT SO IMPORTANT NOT AT ALL IMPORTANT TOTAL NO. OF RESPONDENTS 65 20 15 0 100 ANALYSIS PERCENTAGE 65% 20% 15% 0% 100%

The above table relates that the 65% of the respondents think its extremely important for the bank timing to be convenient,20% of the respondents think its somewhat important,15% of the respondents think its not so important while none of them think its not at all important. INFERENCE Table number 7 clearly shows that majority of the customers think that its very important that the bank timings are convenient i.e 65% GRAPH 7

CHART SHOWING THE IMPORTANCE OF THE BANK TIMING 70%

60% 50% 40% 30% 20% 10% 0%

Series1

TABLE SHOWING THE IMPORTANCE OF THE ATM FACILITY ACCORDING TO THE CUSTOMERS (TABLE NO. 8) IMPORTANCE VERY IMPORTANT SOMEWHAT IMPORTANT NOT SO IMPORTANT NOT AT ALL IMPORTANT TOTAL NO. OF RESPONDENTS 80 20 0 0 100 ANALYSIS According to the table above none of the respondents think its not at all or not so important that the ATM facility should be provided , while 80% PERCENTAGE 80% 20% 0% 0% 100%

of the respondents think its very important and 20% of the respondents think its somewhat important. INFERENCE Hence the table clearly shows that the majority of the customers think its very important that the ATM facility should be provided that is 80%. GRAPH 8

CHART SHOWING THE IMPORTANCE OF THE ATM FACILITY

very important somewhat important not so important not at all important

TRANSACTION TIMING (TABLE NO. 9) VARAIBLES HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL RESPONDENTS 10 62 23 5 0 100 ANALYSIS From the above table , it can be analyzed that out of 100 respondents 10% only are highly satisfied with the Transaction timing of the Bank , 62% of them are satisfied , 23% of them are on the neutral side . Moreover 5% of them are dissatisfied and none are highly dissatisfied. PERCENTAGE 10% 62% 23% 5% 0% 100%

INFERENCE Therefore, it can be inferred that almost 5% of the respondents are not happy with the time taken for transaction . This indicates that the customers are not satisfied with the speed of the transaction . GRAPH 9

CHART ON SATISFACTION LEVEL REGARDING TRANSACTION TIMING

DISSATISFIED 5% HIGHLY DISSATISFIED 0% HIGHLY SATISFIED 10%
HIGHLY SATISFIED SATISFIED NEUTRAL

NEUTRAL 23%

SATISFIED 62%

DISSATISFIED

CUSTOMER CARE IN HDFC BANK (TABLE NO. 10) VARAIBLES RESPONDENTS HIGHLY SATISFIED 12 SATISFIED 63 NEUTRAL 21 DISSATISFIED 4 HIGHLY DISSATISFIED 0 TOTAL 100 ANALYSIS The above table shows that out of 100 respondents 12% are highly satisfied with the Customer Care of the HDFC Bank ,63% of them are satisfied and 21% are neutral, moreover 4% of them are dissatisfied and none of them are highly dissatisfied. INFERENCE PERCENTAGE 12% 63% 21% 4% 0% 100%

In todays world customer care is one of the most important criteria as it helps the organization to retain their or add market share . Therefore , HDFC should work towards the 4% dissatisfied customers either by training the employees or making the procedure customer friendly GRAPH 10

CHART ON SATISFACTION LEVEL REGARDING CUSTOMER CARE

DISSATISFIED 4% NEUTRAL 21% SATISFIED 63% HIGHLY DISSATISFIED 0% HIGHLY SATISFIED 12%

HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED

OVERALL SERVICE PROVIDED (TABLE NO. 11) VARAIBLES HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL RESPONDENTS 8 61 22 9 0 100 PERCENTAGE 8% 61% 22% 9% 0% 100%

ANALYSIS As per the above table it can analyzed that only 8% of the respondents are highly satisfied with the overall services provided by HDFC Bank , 61% of them are satisfied while 22% of them are on the neutral side, 9% of them are dissatisfied and none are highly dissatisfied . INFERENCE

Hence the table clearly shows that the 9% of the customers are not satisfied with the overall services provided by the Bank but on the same side its a good sign that 61% of them are satisfied . GRAPH 11

CHART SHOWING THE SATISFACTION LEVEL REGARDING OVERALL SERVICES PROVIDED

S I T A S S I D Y L H G I H D E I F
Series1

E I F S D I T A S 0%

10%

20%

30%

40%

50%

60%

70%

SPECIAL SCHEMES PROVIDED (TABLE NO. 12) VARAIBLES HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL RESPONDENTS 2 55 33 10 0 100 ANALYSIS The above table shows that 2% of the respondents are highly satisfied with the special schemes provided in HDFC Bank , 55% of the respondents are satisfied, whereas 33% are on the neutral side and 10% of the customers are dissatisfied , none are highly dissatisfied. INFERENCE Hence , HDFC Bank has only 2% of the customers who are highly satisfied with the special schemes provided , the bank should introduce many more special schemes as 10% of the respondents are dissatisfied . PERCENTAGE 2% 55% 33% 10% 0% 100%

GRAPH 12

CHART SHO ING THE W SATISFACTION LEVEL REGARDING SPECIAL SCHEM PROVIDED ES

highly satisfied satisfied neutral dissatisfied highly dissatisfied

TIME TAKEN FOR GRIEVANCES HANDLING (TABLE NO. 13) VARAIBLES HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL RESPONDENTS 11 59 22 8 0 100 ANALYSIS The above table shows that 11% of the respondents are highly satisfied with the time taken for grievances handling 59% of the customers are satisfied, but 22% of the respondents are on the neutral side, whereas 8% of them are dissatisfied and none are highly dissatisfied. INFERENCE Thus , its very clear from the table above that 8% of the customers are dissatisfied with the time taken for grievances handling , the bank needs to work towards these 8% of the respondents for better reputation and market share . GRAPH 13 PERCENTAGE 11% 59% 22% 8% 0% 100%

CHART SHO ING THE W SATISFACTIO LEVEL REGARDING N TIME TAKEN FO GRIEVANCES R HANDLING

highly satisfied satisfied neutral dissatisfied highly dissatisfied

CHEQUE BOOK FACILITIES (TABLE NO. 14) VARAIBLES HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL RESPONDENTS 24 53 23 0 0 100 ANALYSIS The table above shows very clearly that none of the respondents are dissatisfied nor highly dissatisfied with the cheque book facilities provided, whereas 24% of the customers are highly satisfied , 53% of them are satisfied and 23% of the respondents are on the neutral side . INFERENCE Hence , according to the table the results are very positive there are no respondents dissatisfied with the cheque book facilities provided by HDFC Bank thus the bank should strive towards highly satisfying the customers which is only 24% . PERCENTAGE 24% 53% 23% 0% 0% 100%

GRAPH 14

C H A R T S H O W IN G T H E S A T IS F A C T IO N L E V E L R E G A R D IN G T H E C H E Q U E B O O K F A C IL IT IE S

100% 50% S e rie s 1 0% h ig h ly s a tis fie d n e u tra l h ig h ly d is s a tis fie d

FLEXIBILITY IN OPERATION (TABLE NO. 15) VARAIBLES HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED HIGHLY DISSATISFIED TOTAL RESPONDENTS 13 61 16 10 0 100 PERCENTAGE 13% 61% 16% 10% 0% 100%

ANALYSIS From the table above we analyze that 13% of the respondents are highly satisfied with the flexibility in operation carried out by the Bank , 61% of them are satisfied while 16% of them are neutral , whereas 16% of the customers are dissatisfied and none are highly dissatisfied . INFERENCE Thus , the table clearly shows that none are highly dissatisfied by the flexibility in operation carried out but 10% of the respondents are dissatisfied hence the Bank has to work towards them for better company prestige . GRAPH 15

C H A R T S H O W IN G T H E S A T IS F A C T IO N L E V E L R E G A R D IN G T H E F L E X IB L IT Y IN O P E R A T IO N
70% 60% 50% 40% 30% 20% 10% 0% highly satisfied satisfied neutral dissatisfied highly dissatisfied
40 and above 0 3 32

S e rie s 1

TABLE SHOWING THE INCOME AND AGE RELATION TO CUSTOMER (TABLE NO. 16) Income/Age less than 10,000 10,000 - 20,000 more than 20,000 20 - 30 30 - 40 0 0 8 12 14 31 total 0 23 77

total

22

43

35

100

ANALYSIS The above table clearly shows that majority of the account holders in HDFC ,bank belong to the age group of 40 and above and have an income level of more than Rs 20 ,000 GRAPH 16
120 100 80 60 40 20 0 20 - 30 30 - 40 40 and above total less than 10,000 10,000 - 20,000 more than 20,000 total

TABLE SHOWING THE AGE AND GENDER IN RELATION TO THE CUSTOMERS (TABLE NO. 17) GENDER/AGE MALE FEMALE TOTAL 20 - 30 14 8 22 30 - 40 27 16 43 40 AND ABOVE 16 19 35 TOTAL 57 43 100

The above table clearly shows that the most of the respondents are between 20 30 years of age group and are male GRAPH 17
100 57

TOTAL 35

43

40 AND ABOVE

19 16 16

30 - 40

43 27 22

20 - 30

14 20 40 MALE 60 FEMALE 80 TOTAL 100 120

Hence, we conclude by understanding that marketing concepts is essentially about the few things which contribute to the banks success: The bank cannot exist by customer. The purpose of a bank is to create, win and keep a customer. The customer is and should be the central focus of everything the bank does. Ultimate aim of a bank is to deliver satisfaction to the customers. Customer satisfaction is affected by the performance of all the personnel of the bank. It is also a way of organizing the bank. The starting point for the organizational design should be the customer and the bank should ensure that the services are performed and delivered in the most effective way. Service facility should also be designed for customer convenience.

Chapter 4 STATEMENT OF THE PROBLEM In todays era of cutthroat competition, it is of an uttermost importance to gain a cutting edge over the competition, and develop a large market share. This is only possible if there is a large customer base for the company. The company must gain confidence of the customers and provide services par excellence. Therefore, undertaking the project helps in assessing the customer care level of HDFC BANK. The study is applied descriptive as well as diagnostic in nature. It also tends to find the customer view about important aspects of the services. At the same time it was intended to find the customer view about the product and the quality of service improvement. In short this the problem can be defined as: Are customers satisfied with the services at HDFC? SCOPE OF STUDY As the competition level in the banking sector is ever increasing, it becomes indispensable for the company (HDFC) to conduct the study on the perception and satisfaction level of its customers. This study will help the company in making its new strategies to satisfy its customer in the ways in which he or she wants to be satisfied and to the company its position in the market. The study on customer satisfaction has the geographical coverage limited to Banshankari only. This study will help the company to know in detail about the customer perception and their attitude towards the company services and products. The company will gain the feedback from the customer to improve its products and quality of service.

RESEARCH OBJECTIVES: To evaluate the perception level of the account holders towards HDFC BANK To study the importance of customer relationship in service industry. To study the impact of customer relationship management on bank customers. To analyse the expectations of banking customers. To suggest the banks under study to strengthen the customer relations. To analyse the satisfaction level of customers of HDFC BANK on the following heads: Working environment Customer care Personal care of the customers Bank timings Overall services Special schemes provided To realize what are the requisites of the customers and how to go about

improving the quality of services.

RESEARCH DESIGN INTRODUCTION: IMPORTANCE OF SERVICE Services are activities or benefits that one party offer to another that are essentially intangible, inseparable, variable, perishable and do not result in ownership of anything. Service sector dominates the Indian economy today, contributing more than half of our national income. IMPORTANCE OF BANKING Banking can be defined as accepting for the purpose of lending or investment of deposits from the public, repayable on demand or otherwise and withdraw able by cheque, draft, orders or otherwise. Banks are playing a crucial role in the economic development of the country. Banking industry regulates mobilization and supply of capital to trade and development.

IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT The aim of CRM is to produce high customer equity. Customer equity is the total of the discounted lifetime values of all the firms customers. The taste of creating strong customer loyalty is called customer relationship management.

SAMPLING: Random sampling method to select a sample of 100 customers among the customers of the HDFC BANK. METHODOLOGY: THE METHOD USED OF DATA COLLECTION ARE: Primary Data Secondary Data

PRIMARY DATA: Primary data are datas, which are original in nature, and are collected by the researcher. The method used to collect the primary data was Survey Method. The survey method included a structured questionnaire that was given to the respondent.

SECONDARY DATA: Secondary data are data, which has been collected and compiled in advance for another needed purpose. Secondary data is an important method to know the present problem faced by the account holders in the field of HDFC BANK. Newspaper Articles , Books , Magazines etc. have been used to prepare the questionnaire.

PLAN OF ANALYSIS: Calculations have been done for interpretation such as percentages, averages etc. This report has been covered with various tables, graphs and charts obtained from questionnaires. The data collected from respondents through questionnaire are organized, coded, processed and tabulated in order to create graphs and charts to make the project understandable. Chi Square Test is performed on the inferred data to arrive at a statistical conclusion.

TOOLS FOR DATA COLLECTION The tool used for data collection is Primarily Questionnaire method. The questions contained:

Open ---- Ended Questions Where the respondent was given a chance to reply or give suggestions to the Company. This included Free Responses questions where the respondents were given the freedom to give suggestions.

Close --- Ended Questions Where the respondent was given a lesser chance to reply. This includes

Multiple Choice Questions where the respondents were given a number of alternatives. Scales Respondents were given a scale whose positions range from Highly Satisfied to Highly Dissatisfied Area of survey The area selected to find the satisfactory level was in and around Banshankari. Sample Unit The sample was considered to be the Customers of HDFC BANK Sample Size Samples sizes of 100 customers are taken from the ATM branch of Banshankari

Sample Method Non profitability sampling i.e convenient sampling method

LIMITATIONS OF THE STUDY: The study was at the maximum extent restricted to Banshankari area only. Since the study is based on primary data collected, any bias in the sources of the data collected would have affected the outcome. Since the study conducted comparatively on a small-scale sample, the outcome may not be generalized. As the study is only conducted in HDFC BANK in a selected branch in Bangalore, the out come of the study cannot be generalized for HDFC BANK. This being an academic study suffers from time and cost constraints.

CHAPTER 5 SUMMARY OF FINDINGS This has been equipped with all the related findings of the search conducted. This research is based on different criteria as per the questionnaire. It deals with the step by step procedure of the questionnaire. 1.WORKING ENVIRONMENT: In relation to this criterion most of the customers of the bank are satisfied, but there is a minority of customers who are still looking for improvement in this aspect. 2. CUSTOMER CARE: This is one area of strength of the bank which it can really boast off as most of the customers are satisfied care. 3.TRANSACTION TIME: There is a mixed response when it comes to transaction time. A certain section or respondents seem to be satisfied but a substantial number of customers are looking for faster transaction time. 4. STUDENTS SCHEME: This is one area where the bank has to develop new strategies and policies as a major chunk of customers are dissatisfied when they are asked about the students scheme. when it comes to customer

5. OVERALL SERVICE: Overall the result of survey has shown a positive sign for the overall services from where on they can increase their customer base with the exception of a few dissatisfied customers which needs to be looked after. 6. BANK TIMINGS: The bank has caused a lot of inconvenience to the customers regarding its banking hours as shown from the result of the survey. Flexible banking hours should be achieved to attain higher customer satisfaction again lot of them are even satisfied .

SUGGESTIONS 1. The environment of the bank can be made more customer friendly and the working of the bank should be more organized and efficient by training the employees of the bank. 2. Improving customer care facilities by providing 24 hours banking facilities more effective . 3. More number of ATMs should be provided for the convenience of the customers . 4. Proper maintenance of the ATM machines. 5. The banking hours should be more customers friendly it should close little later in the evening . 6. The banking process needs to be more systematic so that the transaction time can be reduced.

7. There should be more branches especially in smaller towns and cities . 8. Special schemes should be provided for students and senior citizens .

9. QUESTIONNAIRE 1. Name ______________________________________ 2. Age

20-30 30-40 40<

3. Gender

Male Female
4. Marital Status

Married Single
5. Income Level

 <Rs.10, 000
Rs.10, 000-Rs.20, 000

>Rs.20, 000
6. How important is it for an employee to greet you with a smile?

Very important Somewhat important Not so important Not at all important

7. How important is the size of cheque book to you?

Very important Somewhat important Not so important Not at all important

8. How important are the bank timings according to you?

Very important Somewhat important Not so important Not at all important

9. How important are the ATM facility provided by HDFC to you?

 Very important Somewhat important Not so important Not at all important

10. What is your level of satisfaction with respect to the transaction timing of the bank?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

11. What is your level of satisfaction with respect to customer care measures undertaken by the bank?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

12. What is your level of satisfaction with respect to the quality of overall service provided by the bank?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

13. What is your level of satisfaction with respect to special schemes offered by the bank?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

14. What is your level of satisfaction with respect to the response time for grievance handling?

Highly satisfied Satisfied Neutral

 Dissatisfied Highly dissatisfied

15. What is your level of satisfaction with respect to the cheque book facility provided by the bank?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

16. What is your level of satisfaction with respect to flexibility of operation?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

BIBLIOGRAPHY BOOKS AND MAGAZINES Essentials of Marketing- Reddy and Appaniah Marketing Management- Philip Kotler India Today Business world NEWSPAPERS The Times of India The Economic Times Business Standard INTERNET www.hdfcbank.com www.google.com