Department of Management Technology & Research

DEPARTMENT OF MANAGEMENT TECHNOLOGY &
RESEARCH
NATWARLAL MANIKLAL DALAL COLLEGE
GONDIA
Submitted in partial fulfillment for the requirement

Of the award of
Master of Business Administration (M.B.A) of R.T.M University, Nagpur
A SUMMER PROJECT REPORT
ON
A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY
HDFC BANK, GONDIA
Submitted by
CHETAN N. VERMA
Under Guidance Of
MR. UMESH VALECHA
(ASST. MANG. Of HDFC Bank, Gondia)
DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION

NATWARLAL MANIKLAL DALAL COLLEGE, GONDIA
2014-2015
A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK
A
Summer Project Report ON
A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES
PROVIDED BY HDFC BANK, GONDIA
A Project Report Submitted In Partial Fulfillment Of The Requirement
For the Compulsory Paper in IIIrd SEM Of
Master in Business Administration
By
Mr. Chetan N.Verma
MBA II (FINANCE & MARKETING)
Year 2014-15
UNDER THE GUIDANCE OF
Prof. Girish Kudale
NMD College, Gondia
Submitted To
R.T.M. University of Nagpur
Submitted Through
DMTR.NMD College of Arts, Commerce & Management
Gondia 441614
Tel.:- (07182) 325149, 252743
E-mail: nmdcaclp@rediffmail.com
DMTR, N.M.D, COLLEGE GONDIA
Certificate
This is to certificate that Chetan N. Verma a bonafide student of M.B.A, IIIrd
Sem. in the department of Master of Business Administration N. M. D. College, Gondia
for the session 2014-2015. Has completed her project work entitled.
A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK,

GONDIA
Under the guidance of Prof. Girish Kudale on the subject approved by the department.
This project is submitted to R.T.M NAGPUR UNIVERSITY in the partial fulfillment of
requirement for the degree of MASTER OF BUSINESS ADMINISTRATION.
Prof. Girish Kudale
Prof. Y. M. NASARE
[Coordinator]
Principal/Director
Department of Master of
Business Administration
DMTR. N. M. D. College, Gondia
DTMR.N. M. D. College, Gondia
Certificate of Guide
This is to certify that Chetan N. Verma a student of M.B.A IIIrd Sem. in the department
of Master of Business Administration DMTR.N.M.D. College Gondia has completed the
dissertation entitledA STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY
HDFC BANK, GONDIA
Under my guidance
1. The candidate has satisfactory conducted research for not less than academic
year.
2. The project is the result of the candidates own work and is of sufficiently high
standard to warrant its presentation to the R.T.M. Nagpur University in partial
fulfillment of the requirement for degree of MASTER OF BUSINESS
ADMINISTRATION.
SIP Guide
Prof. Girish Kudale
DMTR, N.M.D. College, Gondia
Certificate
DECLARATION
I hereby declare that this project work, entitled A STUDY OF CUSTOMER
AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK, GONDIA. Is the
result of my own work under the guidance Prof. Girish Kudale and that the same has
not been previously submitted by me to R.T.M. Nagpur University or any other university.
CHETAN N. VERMA
(M.B.A IIIrd SEM.)
2014-2015
ACKNOWLEDGEMENT
My project is designed to sensitize the students to the nuances of academic
research and application of concepts in the real work by assigning time-bound
projects as a part of the curriculum. It enables students to experience theory in
practice and they are put through the rigors of research work.
I am deeply indebted to my research guide. Prof. Girish Kudale for her
excellent guidance and timely correction. Without her help the report would not
have taken its present shape.
The faculty at the institute has constantly been a guiding force. I would like
to convey my special thanks to principal. Prof. Y. M. Nasare and Prof. Girish
Kudale coordinator, department of M.B.A.

Last but not the least; I would like to thank the support staff for always
bearing with us during the making of our research report. Our thanks are
extended to the librarians and the system administrators at the computer lab.
CHETAN N. VERMA
(M.B.A IIIrd Sem.)
2014-2015
CONTENTS
TOPIC
1. Introduction
PAGE NO.
9
2. Objective Of The Study
13
3. Research Methodology
15
Nature and type of research study
16
a) Sources of data collection

b) Tools of data collection
4. Company Profile
17
5. Data Interpretation And Findings
31
6. Comparison with other Bank
32
7. Conclusion
41
8. Suggestion
43
9. Limitation
45
10. Annexure
47
11.Bibliography
51
INTRODUCTION
INTRODUCTION
Customer service has great significance in the banking industry. The banking
system in India today has perhaps the largest outreach for delivery of financial services
and is also serving as an important conduit for delivery of financial services. While the
coverage has been expanding day by day, the quality and content of dispersion of
customer service has come under tremendous pressure mainly owing to the failure to
handle the soaring demands and expectation of the customers. The vast network of
branches spread over the entire country with millions of customers, a complex variety of
products and services offered.
Reserve Bank, as the regulator of the banking sector has been actively engaged
from the very beginning in the review, examination and evaluation of customer service in
banks. It has constantly brought into sharp focus the inadequacy in banking services
available to the common person and the need to benchmark the current level of service,
review the progress periodically, enhance the timeliness and quality, rationalize the
processes taking into account technological developments, and suggest appropriate
incentives to facilitate change on an ongoing basis through instructions/guidelines.
Broadly, a customer can be defined as a user or a potential user of bank services.
So defined, a customer may include:
A person or entity that maintains an account and/or has a business
relationship with the bank;
One on whose behalf the account is maintained(i.e. the beneficial owner);
Beneficiaries of transactions conducted by professional intermediaries,
such as Stock Brokers, Chartered Accountants, Solicitors etc., as permitted
under the law, and
Any person or entity connected with a financial transaction which can pose
significant reputational or risks to the bank, say, a wire transfer or issue of
a high value demand draft as a single transaction.
10
Customer Service committee of the Board

Banks are required to constitute a Customer Service Committee of the Bank and include
experts and representatives of customer as invitees to enable the bank to formulate
policies and asses the compliance thereof internally with a view to Strengthening the
corporate governance structure in the banking system and also to bring about ongoing
improvements in the quality of customer service provided by the banks.
Role of the Customer Service Committee

Customer Service Committee of the Board, illustratively, could address the following: Formulation of a Comprehensive Deposit Policy.
Issues such as the treatment of death of a depositor for operations of his
account.
Product approval process with a view to suitability and appropriateness.
Annual survey of depositor satisfaction.
Service relating to deposit accounts:

1. Cheque book facility.
2. Issue of Pass Book (or Statement)/Issue of Balance Certificate.
3. Issue of duplicate pass book or statement.
4. ATM Cards.
5. Debit cards (electronic cheque).
6. Stop payment.
7. Balance enquiry.
8. Account closure.
9. Cheque Return-Inward (cheque received for payment).
10. Signature verification.
Relating to Loan Accounts

11. No dues certificate.
11
Remittance Facilities (including through other Banks)

(Rupee or Foreign Exchange)
12. Demand Draft- Issue.
13. Demand Draft- Cancellation.
14. Demand Draft- Revalidation.
15. Demand Draft- Duplication Issuance.
16. Demand Draft- Issue.
17. Payment order- Cancellation.
18. Payment Order- Revalidation.
19. Payment Order- Duplication Issuance.
20. Telegraphic Transfer- Issue.
21. Telegraphic Transfer- Cancellation.
22. Telegraphic Transfer- Duplication Issuance.
23. Payment by Electronic Clearing Services (ECS).
24. Transfer by National Electronic Fund Transfer (NFET) and Electronic Funds
Transfer (EFT).
Collection Facilities
25. Collection of Local cheques.
26. Collection of Outstation Cheques.
27. Cheque Return- Outward (Cheque deposited for).
12
OBJECTIVE OF THE STUDY
13
OBJECTIVE
To find out the services that the Bank gives to their customer.
To build the relationship with the customers and to follow up them, make sure that
whether they are satisfied with the product/services.
To find out customer awareness.
To make the customer aware of the benefits of the product/services.
To find out the problem faced by the customer in Bank.
To suggest the area of improvement on the basis of study.
To enhance the level of customer services.
14
RESEARCH METHODOLOGY
15
RESEARCH METHODOLOGY
Nature and Type of Research Study

Universe
Sample and sample size: 100.
Sampling Methods: A Simple Random Sampling.
Methods Of Data Collection
1) Sources Of Data Collection
a) Primary Sources
i)
Direct Primary Sources:

Observation method
ii)
Indirect Primary Sources:

Data Interpretation or Findings, Questionnaires, etc.
b) Secondary Sources
i)
Personal Document
ii)
Public Or Official Document
2) Tools Of Data Collection:a) Observation method

b) Mailed Questionnaire Method
c) Survey Method
16
COMPANY PROFILE
17
COMPANY PROFILE
HDFC Bank was incorporated in 1994 by Housing Development Finance

Corporation Limited (HDFC), Indias largest housing finance company. It was among the
first companies to receive an in principle approval from the Reserve Bank of India
(RBI) to set up a bank in the private sector. The Bank started operations as a scheduled
commercial bank in January 1995 under the RBIs liberalization policies.
On 26 February 2000 Times Bank limited owned by The Times Group (Bennett,
Coleman & co.) was merged with HDFC Bank Ltd .This was the first merger of two
private banks in India. Shareholder of Times Bank received 1 share of HDFC Bank for
every 5.75 shares of Times Bank.
On 26 May 2008 HDFC Bank acquired Centurion Bank of Punjab taking its total
branches to more than 1,000. The amalgamated bank emerged with a base of about Rs. 1,
22,000 crore and net advances of about Rs.89, 000 crore. The balance sheet size of the
combined entity is more than Rs. 1, 63,000 crore.
HDFC Bank is an India-based bank. In addition to banking, the company, through
its subsidiaries, provides a range of financial services, which include life insurance,
merchant banking, mutual banking, credit card, factoring, security trading, pension fund
management and primary dealership in the money market. It operates in four business
segment: Treasury, Corporate/Wholesale Banking, Retail investment portfolio and trading
in foreign exchange contracts and derivative contracts. The Corporate/Wholesale Banking
segment comprises the lending activities OF Corporate Accounts Group, Mid Corporate
Accounts Group and Stressed Assets Management Group. The Retail Banking segment
consists of branches in National Banking Group, which primarily includes personal
banking activities, including lending activities to corporate customer having banking
relations with branches in the National Banking Group.
18
PRODUCTS & SERVICES OFFERED BY BANK

Broad Classification of Products in a Bank
The different product in a bank can be broadly classified into:
Retail Banking
.
Trade Finance.
Treasury Operations.
Retail Banking and Trade Finance Operations are conducted at the branch level
while the wholesale banking operations, which cover treasury operations, are at
the hand office or a designated branch.
Retail banking:
Deposits.
Negotiating for loans and Advances.
Remittances.
Book-keeping (maintaining all accounting records).
Receiving all kinds of bonds valuable for safe keeping.
Trade Finance:
Issuing and confirming of letter of credit.
Drawing accepting, discounting, buying, selling, collecting of bills of

exchange, promissory notes, drafts, bill of landing and other securities.
19
Treasury Operations:
Buying and selling of bullion. Foreign exchange.

Acquiring, holding, underwriting and dealing in shares, debentures, etc.
Purchasing and selling of bonds and securities on behalf of constituents.
The bank can as also act as an agent of the Government or Local authority.
They insure, guarantee, underwrite, participate in managing and carrying out issue
of shares, debentures, etc.
Apart from the above-mentioned functions of the bank, the provides a whole
lot of other services like investment counseling for individuals, short-term funds
management and portfolio management for individuals and companies. It
undertakes the inward and outward remittances with reference to foreign exchange
of varied types for the Government.
COMMON BANKING PRODUCTS AVAILABLE:

Some of common available banking products are explained below:
1. Credit Card: Credit Card is Post Paid or Pay later card that draws from a
credit line-money made available by the card issuer (Bank) and gives one a grace
period to pay. If the amount is not paid full by the end of the period, one is charged
interest.
A credit card is nothing but a very small card containing a means of
identification, such as a signature and a small photo. It authorizes the holder to change
goods or services to his account, on which he is billed. The bank receives the bills
from the merchants and pay on behalf of the card holder.
These bills are assembled in the bank and the amount is paid to the bank by
the card holder totally or by installments. The bank charges the customer a small
amount for these services. The card holder need not have to carry money/cash with
him when he travels or goes for purchasing.
Credit cards have found wide spread acceptance in the metros and big cities.
Credit cards are joining popularity for online payments. The major bank like SBI and
Bank of Baroda. India at present has about 3 million credit cards in circulation.
20
2. Debit Cards: Debit card is a Prepaid or Pay Now card with some stored value.
Debit cards quickly debit or subtract money from ones savings account, or if one
were taking out cash.
Every time a person uses the card, the merchant who in turn can get the money
transferred to his account from the bank of the buyers, by debiting an exact amount of
purchase from the card. To get a debit card along with a Personal Identification
Number (PIN).
When he makes a purchase, he enters this number on the shops PIN pad.
When the card is swiped through the electronic terminal, it dials the acquiring bank
system-either Master Card or Visa that validates the PIN and finds out from the
issuing bank whether to accept or decline the transaction. The customer never
overspread because the amount spent is debited immediately from the customers
account. So, for the debit card to work, one must already have the money in the
account to cover the transaction. There is no grace period for a debit card purchase.
Some debit cards have monthly or per transaction fees.
Debit Card holder need not carry a bulky checkbook or large sums of cash
when he/she goes at for shopping. This is a fast and easy way of payment one can get
debit card facility as debit cards use ones own money at the time of sale, so they are
often easier than credit cards to obtain.
The major limitation of Debit Card is that currently only some 3000-4000
shops countries wide accepts it. Also, a person cant operate it in case the telephone
lines are down.
21
3. Automatic Teller Machine: The introduction of ATMS has given the customer
the facility of round the clock banking. The ATMS are used by banks for making
the customers dealing easier. ATM card is a device that allows customer who has
an ATM card to perform routine banking transaction at any without interacting
with human teller. It provides exchange services. This service helps the customer
to withdraw money even when the banks are closed. This can be done by inserting
the card in the ATM and entering the Personal Identification Number (PEN) and
Secret Password.
ATMs are currently becoming popular in India that enables the customer
to withdraw their money 24 hours a day and 365 days. It provides the customer
with the ability to withdraw or deposit funds, check account balances, transfer
funds and check statement information.
The advantages of ATMs are many. It increases existing business and
generates new business.
It allows the customers.
To transfer money to and from accounts.

To view account information.
To order cash.
To receive cash.
Advantages of ATMs:
To the Customers
ATMs provide 24 X 7 services.

A service is quick and efficient.
Privacy in transaction.
Wider flexibility in place and time of withdrawals.
The transaction is completely secure- you to key in Personal Identification
Number (Unique Number for every customer).
To Bank
Alternative to extend banking hours.

Crowding at bank counters considerably reduced.
Alternative to new branches and to reduce operating expenses.
Relieves bank employees to focus a more analytical and innovative work.
Increased market penetration.
22
4. E-Cheques: The E-Cheques consists five primary facts. They are the consumers,
the merchant, consumers bank the merchants bank and the e-mint and the
clearing process. This cheaquring system uses the network services to issue and
process payment that emulates real world cheaquring. The payer issue a digital
Cheque to the payee ant the entire transaction is done through internet. Electronic
version of Cheques are issued, received and processed. A typical electronic
cheque transaction takes place in the following manner:
The customer accesses the merchant server and the merchant server
presents its goods to the customer.
The consumer selects the goods and purchases them by sending Echeque to the merchant.
The merchant validates the E-cheque with its bank for payment
authorization.
The merchant electronically forwards the E-cheque to its bank.
The merchants bank forwards the e-cheque to the clearing house for
cashing.
The clearing house jointly works with the consumers bank clears the
cheque and transfers the money to the merchants banks.
The merchants bank updates the consumers account with the

withdrawal information.
The E-cheque is a great boon to big corporate as well as small retailers.

Most major banks accept E-cheques. Thus this system offers secure means of
collecting payments, transferring value and managing cash flows.
23
5. Electronic Funds Transfer (EFT): Many modern banks have computerized their
cheque handling process with computer networks and other electronic equipments.
These banks are dispensing with the use of paper cheques. The system called
Electronic Fund Transfer (EFT) automatically transfer money from one account to
another. This system facilitates speedier transfer of funds electronically from any
branch to any other branch. In this system the sender and the receiver of funds
may be located in different cities and may even with different banks. Funds
transfer within the same city is also permitted. The scheme has been in operation
since February 7, 1996, in India.
The other important type of facility in the EFT system is automated
clearing house. These are the computer centers that handle the bills meant for
deposits and bills meant for payment. In big companies pay is not disbursed by
issued cheques or issuing cash. The payment office directs the computer to credit
an employees account with the persons pay.
6. Telebanking: Telebanking refers to banking on phone services. A customer can

access information about his/her account through a telephone call and by giving
the coded Personal Identification Number (PIN) to the bank.
Telebanking is extensively user friendly and effective in nature.
To get a particular work done through the bank, the users may leave his
instructions in the form of message with bank.
Facility to stop payment on request. One can easily know about the cheque
status.
Information on the current interest rates.
Information with regard to foreign exchange rates.
Request for a DD or Pay Order.
D-Mat Account related services.
And other similar services.
24
7. Mobile Banking: A new revolution in the realm of E-banking is the emergence of

mobile banking. On-line banking is now moving to the mobile world, giving
everybody with a mobile phone access to real-time banking services, regardless of
their location. But there is much more to mobile banking from just on-lie banking.
It provides a new way to pick up information and interact with the bank to carry
out the relevant banking business. The potential of mobile banking limitless and is
expected to be a big success. Booking and paying for travel and even tickets is
also expected to be a growth area.
According to this system, customer can access account details on mobile
using the Short Messaging System (SMS) Technology, where select data is
pushed to the mobile device. The Wireless Application Protocol (WAP)
technology, which will allow user to surf the net on their mobiles to access
anything and everything. This is a very flexible way of transacting banking
business.
Already ICICI and HDFC banks have tied up cellular services provides
such as Airtel, AirCel, etc. in Delhi and Mumbai to offer these mobile banking
services to their customers.
25
8. Internet banking: Internet banking involves use of internet for delivery of

banking products and services. With internet banking is now no longer confirmed
to the branches where one has to approach the branch in person, to withdraw cash
or deposits a cheque or requests a statement of accounts. In internet banking, any
inquiry or transaction is processed online without any reference to the branch (any
where banking) at any time.
The internet banking now is more of a normal rather than an exception due
to the fact that it is the cheapest way of providing banking services. As indicates
by McKinsey Quarterly research, presently traditional banking costs the banks,
more than a dollar per person, ATM banking costs 27 cents and internet banking
costs below 4 cents approximately, ICICI bank was the first one to offer Internet
Banking in India.
Benefits of Internet Banking:
Reduce the transaction costs of offering several banking services and

diminishes the need for longer number of expensive brick and mortar
branches and staff.
Increase convenience for customer, since they can conduct many banking
transaction 24 hours a day.
Increase customer loyalty.
Improve customer access.
Easy online application for all account, including personal loans and
mortgages.
Financial Transaction on the Internet:

Electronic Cash: Companies are developing electronic replicas of all
existing payment system: Cash, Cheque, Credit Cards and Coins.
Automatic payment: Utility companies, loans payment, and other
business use on automatic payment system with bills paid through direct
withdrawal from a bank account.
Cyber banking: It refers to banking through online services. Banks with
web site Cyber branches allowed customer to check balances, pay bills, transfer
funds, and apply for loans on the Internet.
26
9. Demat: Demat is short for de-materialization of shares. In short, Demat is a

process where at the customers request the physical stock is converted into
electronic entries in the depository system.
In January 1998 SEBI (Securities and Exchange Board of India) initiated
DEMAT ACCOUNTANCY System to regulate and to improve stock investing.
As on date, to trade on shares it has become compulsory to have a share demat
account and all trade take place through demat.
HOW TO OPERATE DEMAT ACCONT?

One needs to open a Demat Account with any of the branches of the bank.
After opening an account with any bank, by filling the demat request form one can
handover the securities. The rest will be taken care by the bank and the customer
will received credit of shares as soon as it is confirmed by the Company/Register
and Transfer Agent. There is no physical movement of shares certification any
more. Any buying or selling of shares is done via electronic transaction.
I.
If the investor wants to sell his shares, he has to place an order with his
broker and give a Delivery Instruction to his DP (Depository
Participant). The DP will debit his account with the number of shares sold
by him.
II.
If one wants to buy shares, he has to inform his broker about his
Depository Account Number so that the shares bought by him are credited
into his account.
III.
Payment for the electronic shares bought or sold is to be made in the same
way as in the case of physical securities.
27
BANKING SERVICES
Banking covers so many services that it is difficult to define it. However, these
basic have always been recognizes as the hallmark of the genuine banker. There are . . .
The receipt of the customers deposits.
The collection of his cheques drawn on other banks.
The payment of the customers cheques drawn on himself.
There are other various types of banking services like:

I.
II.
Advance Overdraft, Cash Credit, etc.

Deposits Saving Account, Current Account, etc.
III.
Financial Services Bill discounting etc.
IV.
Foreign Services Providing foreign currency, travelers cheques, etc.
V.
VI.
VII.
VIII.
Money Transmission Funds transfer etc.

Savings Fixed deposits, etc.
Services of place or time ATM Services.
Status Debit Cards, Credit Cards, etc.
CUSTOMER SERVICES IN COMMERCIAL

BANKS:
A customer service is the services provided in support of a banks core products.
Customer services often include answering questions; handling complaints. Customer
services can occur on site (as when an onstage employee helps a customer or answers a
question) or it can occur over the phone or the Internet. Quality customer service is
essential to building cordial customer relationship.
Banking being a service industry, a lot depends on efficient and prompt customer
service. Customer service is the most important duty of the banking operations. Prompt
and efficient service with smile will develop good public relations reduce complaints and
increase business.
28
WHY IS CUSTOMER SERVICE IMPORTANT?

Changing customer expectations: Today the customer is more
demanding and more sophisticated than the he or she was thirty years ago.
The increased importance of customer service: With changing customer
expectations, competitors are seeing customer service as a competitive
weapon with which they differentiate their products and services.
The need for a relationship strategy: To ensure that a customer service
strategy that will create a value preposition for customer should be
formulated implemented and controlled. It is necessary to give it a central
role and not one that is subsumed in the various elements of the marketing
mix.
The customer is the kingpin in growth organizations like commercial
banks. Only those institutions which work according to his dictates will flourish.
Quality, Consistency and Durability at low price are the final expectations of a
customer. Quality will have to be unambiguous, of world class quality. Quality
cannot be of minimum acceptable standards. Customer responsiveness must be
quick and also competent. Speed, performance and cost will be the new values
mantra for success.
The ten key areas of customers services to be attended timely and regularly
are:
I.
II.
III.
IV.
V.
VI.
VII.
VIII.
IX.
X.
Submission of statement of A/Cs to customer.

Updating of savings pass books.
Teller system efficiency.
Cleanliness and Upkeep of premises.
Intermediate Credit for institution cheques/land bills.
Advance intimation to customers for rewards of Term Deposits Receipts
on maturity.
Advance for Debit/Credit to accounts.
Punctuality of staff.
Handling of complaint register.
Maintain a complaint register.
Customers dissatisfaction in the banking industry is neither recent nor

unknown. This is mainly due to delays in handling transactions across the counter
in collections, update of passbooks supply of statements of accounts, etc.
Failure to provide prompt and efficient customer service is likely to lead to
reduction in the number of customer and they may have to face closure. To event
29
such situation the following improvements in the customer services may be

carried out.
I.
II.
III.
IV.
V.
VI.
VII.
VIII.
IX.
Personal relations of the bank employee with customer will improve customer
satisfaction. 1 service with smile should be the motto of every bank employee.
Rapid customer service should be provided through automation of work and
simplification of procedures.
ATMs may be introduced in all the branches of the banks, based upon the volume
of transactions. This shall facilitate non-stop banking.
Credit Cards Services, Debit Cards Services, which should be provided to the
customers, must a link service with all the banks and branches if possible to
facilitate the customer and the business organizations.
E-mail service made freely available at all banking centers.
Foreign Exchange transactions are to be extended to all the branches to facilitate
trade and industries.
The entire customer is not homogenous in their needs. Hence need based schemes
may be introduced.
Totally deregulated interest rate structure should be there.
The banking staff must be trained to understand the customers psychology. So
they may provide customer service in a qualified manner.
Educating the customer will increases better utilization of banking services.
30
DATA INTERPRETATION
OR
FINDING
31
DATA INTERPRETATION AND FINDINGS

I.
Which bank you prefer:
Frequency
Percent
HDFC BANK
53
53
OTHER BANK
47
47
TOTAL
100
100
Interpretation: From the above table 53% respondents like the HDFC Bank, 47%
respondents like the Other Bank.
53
52
51
50
49
48
HDFC Bank
47
Other Bank
46
Other Bank
45
44
HDFC Bank
Frequency
Percent
32
II.
Are you satisfied with the services provided by your bank?
Frequency
Percent
HDFC BANK
60
OTHER BANK
40
TOTAL
15
100
Interpretation: From the above table 8 respondents are satisfied and 7 respondents are
not satisfied with the services of HDFC Bank and 60% respondents are satisfied and 40%
are not satisfied with the services of other bank.
60
50
40
30
20
10
0
HDFC Bank
Other Bank
33
III.
Age of the Respondents?

Age of
Respondents
Bank Preferred
Total
HDFC
OTHER
25 YRS-35
15
36 YRS-45
10
15
46 YRS-55
11
15
ABOVE 55
13
15
Interpretation: From the above table 9 respondents belonging to the age category of 25
YRS-35. Preferred HDFC Bank and 6 respondents preferred Other Bank while 10 of
respondents belonging to the category of above 55yrs preferred HDFC Bank and only 5
respondents preferred Other Bank. Hence preference for private sector bank is seen for
young age persons.
14
12
10
25YRS-35
36YRS-45
46YRS-55
ABOVE 55YRS
2
0
HDFC BANK
OTHER
34
IV.
Gender of the respondents.
Gender of
Respondents
Bank Preferred
Total
HDFC
OTHER
Female
15
Male
12
15
Interpretation: From the above table 15 respondents are belonging to the category of
female and 15 to the male category. 9 female and 12 male respondents preferred HDFC
Bank while 6 female and 3 male preferred OTHER Bank.
14
12
10
8
FEMALE
6
MALE
4
2
0
HDFC BANK
OTHER BANK
35
V.
Education and Qualification of the respondents.
Education &
Qualification
Bank Preferred
Total
HDFC
OTHER
UG
15
PG
15
Professionals
12
15
M.phil / PHD
14
15
Interpretation: From the above table 8 of respondents of HDFC Bank and 7 of OTHER
Bank respondents are belonging to the category of UG course. And 9 of respondents of
HDFC Bank and 6 of OTHER Bank respondents are belonging to the category of PG.
And 12 of respondents of HDFC Bank and 3 of OTHER Bank respondents are belonging
to the category of professional. And 14 of respondents of HDFC Bank and 1 of OTHER
Bank respondents belonging to the category of M.PHIL/PHD.
16
14
12
10
UG
PG
PROFESSIONALS
6
M.PHIL/PHD
4
2
0
HDFC BANK
OTHER BANK
36
VI.
Occupation of the respondents.
Occupation of
Respondents
Bank Preferred
Total
HDFC
OTHER
Services
10
15
Self Employed
15
Business
10
15
Any Other
12
15
Bank are falling under the category of service person. And 8 of respondents of HDFC
Bank and 7 of OTHER Bank are failing under the category of self employed, 10 of
respondents of HDFC Bank and 5 of OTHER Bank are falling under the category of
business. And 10 of respondents of HDEFC Bank and 3 of OTHER Bank are falling
under the category of any other.
14
12
10
SERVICE
SELF EMPLOYED
6
BUSINESS
ANY OTHER
4
2
0
HDFC BANK
OTHER BANK
37
VII.
Income level of the respondents.
Income level of
Respondents
Bank Preferred
Total
HDFC
OTHER
Below 15,000
15
15,001-30,000
15
30,001-50,000
10
15
Above 50,000
12
15
Interpretation: From the above table 7 of respondents of HDFC Bank and 9 of

respondents of OTHER Bank are falling under the income range between below to Rs.
15.000. And 8 of respondents of HDFC Bank and 7 of respondents of OTHER Bank are
falling under the range between Rs. 15,001-30,000. And 10 of respondents of HDFC
Bank and OTHER Bank are falling under the income range between Rs. 30,001-50,000.
And 12 of respondents of HDFC Bank and 3 of respondents of OTHER Bank are falling
under the income range between Above Rs. 50,000.
14
12
10
Below 15,000
Rs. 15,000-30,000
6
Rs. 30,001-50,000
Above Rs. 50,000
4
2
0
HDFC BANK
OTHER BANK
38
VIII.
Reason to choose the service.
Reason of Choose
Bank Preferred
Total
HDFC
OTHER
Efficient Customer
Services
15
Time Saving
15
Transaction Cost
10
15
Technology
12
15
Interpretation: From the above table 7 of respondents are saying that the reason to
choose HDFC Bank and 9 of respondents are that the reason to choose HDFC Bank is
they are providing efficient customer service. And 8 of respondents are saying that the
reason to choose HDFC Bank and 7 of respondents are saying that the reason to choose
OTHER Bank is they are reducing our waiting time. And 10 of respondents are saying
that the reason to choose HDFC Bank and OTHER Bank is Transaction Costs. And 12 of
respondents are saying that the reason to choose HDFC Bank and 3of respondents are
saying that the reason to choose OTHER Bank is Technology.
14
12
10
Efficient Customer Service
Time saving
6
Transaction Cost
Technology
4
2
0
HDFC BANK
OTHER BANK
39
IX.
Types of services prefer the most.
Reason to choose the

services
Bank Preferred
Total
HDFC
OTHER
ATM BANKING
12
15
INTERNET BANKING
15
MOBILE BANKING
10
15
CORE BANKING
12
15
Bank prefer the ATM service. And 8 of respondents of HDFC Bank and 7 of OTHER
Bank are preferred the Internet Banking, 10 of respondents of HDFC Bank and 5 of
OTHER Bank preferred of the Mobile Banking. And 12 of respondents of HDFC Bank
and 3 of OTHER Bank respondents prefer the Core Banking System.
14
12
10
ATM Banking
Internet Banking
6
Mobile Banking
Core Banking System
4
2
0
HDFC BANK
OTHER BANK
40
CONCLUSION
41
CONCLUSION
The banking scenario has changed drastically. The changes which have taken
place in the last ten years are more than the change took place in last fifty years because
of the institutionalization, liberalization, globalization and automation in the banking
industry.
India banking system has several outstanding achievements to its credit. The
most striking of which is its reach. Indian banks are now spread out into the remote
corners of our country. In terms of the number of branches, Indias banking system is one
of the largest in the world. According to the Banker 2004, India has 20 banks within the
worlds top 1000 out of which only 6 are within the top 500 banks.
Today banking sector is marked by high customer expectations and
technological innovations. Technology is playing a crucial role in the day to day function
of the banks. These banks that have harnessed and leveraged technology best have a
strategic advantage. To face competition it is necessary for banks to absorb the
technology and upgrade their services.
In todays context banks are following the strategy of relationship banking
than mass banking which is need of the hour. The customer services are playing a very
significant role in banking business. In India major events leading to deregulation,
liberalization and privatization have unleashed forces of competition, making the banks
run for their business, not only to create the customer, but more difficult to retain the
customer. Prompt and efficient customer service, thus, has become very significant.
Relationship banking is the new paradigm for survival and success, embracing a share of
customer approach to growth by identification and expanding customer relationship.
42
SUGGESTION
43
SUGGESTION
There is a need of constant innovations in retail banking. Indian banking industry should
aim to formulate strategies incorporating people, processes and technology issues.
1) I think the banking facility should be improved by innovating and applying new
technology.
2) I suggest that it should reduce the current oligopoly of British banks to improve
their offering to the public and smaller business.
3) Its better to separate investment and retail banking arms.
4) Customer should get quick result by providing smooth services by bank.
44
LIMITATIONS
45
LIMITATIONS OF THE STUDY
The perception of the customer is not correct and clear.

Bank has very limited time.
Very Long time is consumed for making an approach to conduct the study.
The responses given by the employees may not be true because of various reasons.
46
APPENDIX
47
ANNEXTURE
Name: _______________
Account Number: _______________
Account Type: _______________
Address: _______________
Residential Contact Number: _______________
Mobile Number: _______________
Email ID: _______________
1. Which customer you are?
a) Service person
b) Businessman
c) Student
d) Agriculture
e) Other
2. How long have you had an account with our bank?
3. How many times would you use our bank in a month?
a) 1-2
b) 3-5
c) 6-8
d) 10+
4. Rate the following services offered at our bank using 5-Excellent, 4-Good,
3-Average, 2-Poor, 1-Very Poor?
Information and customer query services:
ATM withdrawal services: ( )
Cashier withdrawal services: ( )
Credit card services: ( )
Direct debit services: ( )
Bill payment services: ( )
Loans desk: ( )
Complaints desk: ( )
48
5. How satisfied are you with the services provided by the HDFC bank?
a) Very satisfied
b) Satisfied
c) Somewhat satisfied
d) Dissatisfied
6. Do you feel that the procedure to open an account with the HDFC bank
was difficult?
a) Yes, to a certain extent
b) No, it was easy
7. Do you always get prompt service whenever you visit the branch?
a) Always
b) Often
c) Sometimes
d) Rarely
e) Never
8. Do you agree that minimum account limit is not high and easy to
maintain?
a) Strongly agree
b) Agree
9. Are you satisfied with your financial transaction with the bank?
a) Very satisfied
b) Satisfied
c) Somewhat satisfied
d) Dissatisfied
10. How would you generally describe our staff at the bank?
a) Friendly
b) Rude
c) Caring
d) Polite
e) Helpful
11. Please describe an incident where our staff was not helpful in dealing
with a complaint you had?
12. What would you recommend in order for us to improve our services?
49
13. According to you which service provided by the bank is best?

14. Would you like suggest any change or improvement in any service or any
feature of the bank?
50
BIBLIOGRAPHY
51
BIBLIOGRAPHY
Following website are referred to get search for getting clear idea about research problem
and completion of research work.
WEBSITES:
www.hdfc.com
www.wikipedia.com
52

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DEPARTMENT OF MANAGEMENT TECHNOLOGY &

Submitted in partial fulfillment for the requirement

DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK,

Prof. Girish Kudale

DMTR. N. M. D. College, Gondia

DMTR, N.M.D, COLLEGE GONDIA

DTMR.N. M. D. College, Gondia

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

Kudale coordinator, department of M.B.A.

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

2. Objective Of The Study

Nature and type of research study

a) Sources of data collection

5. Data Interpretation And Findings

6. Comparison with other Bank

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

Customer Service committee of the Board

Role of the Customer Service Committee

Service relating to deposit accounts:

Relating to Loan Accounts

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

Remittance Facilities (including through other Banks)

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

OBJECTIVE OF THE STUDY

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

Nature and Type of Research Study

Direct Primary Sources:

Indirect Primary Sources:

Public Or Official Document

2) Tools Of Data Collection:a) Observation method

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

HDFC Bank was incorporated in 1994 by Housing Development Finance

DMTR, N.M.D, COLLEGE GONDIA

A STUDY OF CUSTOMER AWARENESS ABOUT SERVICES PROVIDED BY HDFC BANK

PRODUCTS & SERVICES OFFERED BY BANK