A Summer Project Report On

In the Depth Study of Customer Awareness & Perception towards E-Banking channel (Direct Banking Channel) At HDFC Bank Ltd. Palanpur Branch

Submitted to Prof. Bhavin Pandya
Head of the Department S.V. Institute of Management, Kadi Hemchandracharya North Gujarat University

In The Partial Fulfillment Of The Requirement Of Master Of Business Administration (MBA) Batch: 2008-10

Submitted by
Rajesh Desai (Roll No: 7 Div-A) Ashwin Chaudhary (Roll No: 6 Div-A)

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PREFACE
The banking sector is the life line of any modern economy. It is one of the important pillars of the financial system, which plays vital role in success /failure of an economy. It is a well known fact that banks are one of the oldest financial intermediaries in the financial system. They play crucial role in the mobilization of deposits from and disbarment of credit to various sector of the economy. The banking system reflects the economic health of the country. E-Commerce and E-banking are two buzzwords in today’s global commercial activities. E-Banking or electronic banking refers to conducting banking activities with the help of information technology. The use of internet and other e-channel increases the efficiency of the banks by enabling them to deliver the bank services to the click of the mouse and by demolishing all the physical boundaries. As a student of S.V. Institute of management, Kadi, we got opportunity of invest our time of summer in HDFC Bank in palanpur branch. So that we can get the knowledge in the world of practical management. It is very interesting task to prepare a summer project report but not so easy. So, in the context of these criteria we have analyzed the awareness and perception of the customer towards the direct banking channel of HDFC Bank in palanpur city. The purpose behind this report is to know the market practically, which differs from theoretical part. The report contains a number of features that we believe favorably distinguish them. Especially, we wish to mention that we have tried to keep language simple and straight and presentation of the entire matter as evidences by classification of topics in the parts and section and attempt.

Rajesh Desai Ashwin Chaudhary S.V. Institute of Management, Kadi -2-

ACKNOWLEDMENT
Every work in this world is done with the help of some One. These person are directly or indirectly involved in that work. We should thank the person who has helped us in our work, so here in this page we are doing the work of thanking those all person who helped in this report. We expressed our gratitude to my university, our college and Prof. Bhavin Pandya, the head of department of our college for providing us this opportunity to undergo this orientation-training program. We are greatly thankful to Mr. Nilesh Pujara, the Branch Manager of HDFC Bank, Palanpur branch for his kind response and co-operation. We are grateful to Mr. Ashish Raval, the deputy manager of the HDFC Bank a, Palanpur branch and our project guide for give us the vast knowledge of the Direct Banking Channel of HDFC Bank. We have got lots of practical knowledge of banking from your side. We are thankful to Prof. Mitesh jayswal, Prof Kalpesh Prajapati & Prof Sushil Mohanty to guide us at every step of our project and giving us a direction for excellent project work. We are very thankful to Prof. Nikunj Patel for teaching us the SPSS software. We are also thankful to Mr. Rakesh Mevada for his amazing support to us in our project. We are specially thankful to Mr. Tushar Pradhan, Mr. Mahebub Moriya, Mr. Iqbal Parmar and Mr. Keyur mattad for their support in our work for the project. Finally we are thankful to all those person who directly or indirectly help us in our project. Rajesh Desai Ashawin Chaudhary S.V. Institute of Management, Kadi -3-

EXECUTIVE SUMMARY
We have made the summer project report on awareness and perception of the customer towards the Direct Banking Channel of the HDFC Bank because in today’s fastest world the DBC helps bank for provide a better service to the customer and increase its efficiency of the bank. Around 26% respondent responded that E-Banking channel (DBC) is more convenient way for banking and 74% customer prefer branch banking for more convenient way for banking. We have done our research project on all the different parameter of Direct Banking Channel those are ATM, Net Banking, Mobile Banking, Phone Banking, Insta alert and Insta query. All the respondents of our survey are well aware with ATM facility of the bank. The awareness of net banking is around 53% in palanpur city. Around 43% respondents are aware with mobile banking facility, 36% respondents are well aware with the phone banking facility, 56% respondent are aware with the Insta alert facility of the bank. But the awareness of Insta query is very law that is only 8.5%. The use of E-Banking channel (DBC) is different than the awareness of the E-Banking Channel of the bank. Most of customers are using the ATM facility of the bank. Around 22% Customers are using the net banking facility, 12% customers are using mobile banking facility, 8.8% customer are using phone banking facility ,and only 3.6% customers are using Insta query facility for their transaction. These all figures are different than the awareness of the different banking channel.

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When the customer who are not using the different banking channel asked about the reason why they are not using the particular facility they give different reason for no use of the E-Banking Channel (DBC). Most of customers are using the ATM facility of the bank. The customer are using different direct banking channel for different purpose. Maximum customer are using ATM for withdrawal cash and showing balance of the account. Showing balance and fund transfer is two maximum use of the net banking facility. Most of customer are using phone banking facility for know the balance of the account. Very few customers are using the Insta query facility of the bank. They use this facility for getting transaction history and get a balance detail. The satisfaction level of the customer towards the direct banking channel is excellent because most of customers who are using the direct banking channel are satisfied with the particular facility of the bank. That is the result of the good service which provide by the bank. The customer care facility is very important for the direct banking channel of the bank. Around 71.6% respondent say that the customer care facility of HDFC bank is good around 18.8% respondent say the customer care facility is excellent.

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Contents No
1 1.1 1.2 1.3 1.4 1.5 2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 3 4 4.1 4.2 4.3 4.4 4.5 4.6 4.7 5 5.1 5.2 5.3 5.4 5.5

Particulars
Indian Banking Industry Banking Industry At Glance History of Indian banking industry Structure of Indian banking industry Indian banking system Opportunity of Indian banking industry HDFC Bank Introduction History of the bank Mission vision and objective Company profile Promoters Capital Structure Distribution Network Technology Business Awards Product of HDFC Bank E-Channel(Direct Banking Channel) Introduction ATM Net Banking Mobile Banking Phone Banking Insta alert Insta Query Research Methodology Research Topic Objective of the study Research Design Data collection Sampling Method

Page No
1 1 2 4 5 6 7 7 7 8 9 9 10 10 11 13 15 19 19 19 22 23 25 26 27 28 28 28 28 28 28

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5.6 6 Que-1 Que-2 Que-3 Que-4 Que-5 Que-6 1 2 3 4 5 6 Que-7 1 2 3 4 5 Que-7 B 1 2 3 4 5 6 Que-8 1 2 3 4 5

Limitation of the study Data analysis and interpretation Which type of account you have in HDFC Bank? How often do you visit the bank? For which transaction you are come to the bank? According to you which is more convenient way for banking? “Banking through E-channel is safe & secure” present your view Are you aware about the below E-Banking channel? ATM Net Banking Mobile Banking Phone Banking Insta alert Insta query Have you ever done any transaction through below E-Banking channel? ATM Net Banking Mobile Banking Phone Banking Insta query If ‘No’ than what is reason for not using E-Banking channel ATM Net Banking Mobile Banking Phone Banking Insta alert Insta query What is your purpose for using E-Banking Channel? ATM Net Banking Mobile Banking Phone Banking Insta Query

29 30 30 31 32 33 34 35 35 36 37 38 39 40 41 41 42 43 44 45 46 46 47 48 49 50 51 52 52 53 54 55 56

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Que-9 1 2 3 4 5 6 Que-10 7 8 8.1 8.2 9 10

How much you satisfied with the below E-Banking channel? ATM Net Banking Mobile Banking Phone Banking Insta alert Insta Query According to you customer care facility of HDFC Bank is? Findings and Recommendation Hypothesis Testing ‘Z’ Test Chi-square Test Bibliography Annexure

57 57 58 59 60 61 62 63 64 66 66 70 76 77

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Table of Graph
No 1 3 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 Title Type of Account Visit of the Bank Purpose for visit the bank More convenient way for banking Perception towards safety and security of E-Banking Awareness of ATM Awareness of Net Banking Awareness of Mobile Banking Awareness of Phone Banking Awareness of Insta alert Awareness of Insta Query Transaction through ATM Transaction through Net Banking Transaction through Mobile Banking Transaction through Phone Banking Transaction through Insta query Reason for not using ATM Reason for not using Net Banking Reason for not using Mobile Banking Reason for not using Phone Banking Reason for not using Insta alert Reason for not using Insta query Purpose for using ATM Purpose for using Net Banking Purpose for using Mobile Banking Purpose for using Phone Banking Purpose for using Insta query Satisfaction with ATM Satisfaction with Net banking Satisfaction with Mobile Banking Satisfaction with Phone Banking Satisfaction with Insta alert Page No 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61

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33 34

Satisfaction with Insta Query Customer care Facility

62 63

Chapter:- 1 Indian Banking Industry

1.1 Banking Industry at Glance Banking is nearly as old as civilization. The history of banking could be said to have started with the appearance of money. The first record of minted metal coins was in Mesopotamia in about 2500B.C. the first European banknotes, which was handwritten appeared in1661, in Sweden. Cheque and printed paper money appeared in the 1700’s and 1800’s, with many banks created to deal with increasing trade. The history of banking in each country runs in lines with the development of trade and industry, and with the level of political confidence and stability. The ancient Romans developed an advanced banking system to serve their vast trade network, which extended throughout Europe, Asia and Africa. Modern banking began in Venice. The word bank comes from the Italian word “ ban co”, meaning bench, because moneylenders worked on benches in market places. The bank of Venice was established in 1171 to help the government raise finance for a war. At the same time, in England merchant started to ask goldsmiths to hold gold and silver in they’re safes in return for a fee. Receipts given to the Merchant were sometimes used to buy or sell, with the metal itself staying under lock and key. The goldsmith realized that they could lend out some of the gold and silver that they had and charge interest, as not all of the merchants would ask for the gold and silver back at the same time. Eventually, instead of charging the merchants, the goldsmiths paid them to deposit their gold and silver.

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The bank of England was formed in 1694 to borrow money from the public for the government to finance the war of Augsburg against France. By 1709, goldsmith were using bank of England notes of their own receipts. New technology transformed the banking industry in the 1900’s round the world, banks merged into larger and fewer groups and expanded into other country.

1.2 History of Indian Banking Industry Banking in India has a long and elaborate history of more than 200 years. The beginning of this industry can be traced back to 1786, when the country’s first bank, Bank of Bengal, was established. But the industry changed rapidly and drastically, after the nationalization of banks in 1969. Indian Banking sector is dominated by Public sector banks (PSBs) which accounted for 72.6% of total advances for all SCBs as on 31st March 2008. PSBs have rapidly expanded their foot prints after nationalisation of banks in India in 1969 and further in 1980. Although there is a restrictive entry/expansion for private and foreign banks in India, these banks have increased their presence and business over last 5 years. Peculiar characteristic of Indian banks unlike their western counterparts such as high share of household savings in deposits (57.4% of total deposits), adequate capitalization, stricter regulations and lower leverage makes them less prone to financial crisis, as was seen in the western world in mid FY09. The Scheduled Commercial Banks (SCBs) in India have shown an impressive growth from FY04 to the mid of FY09. Total deposits, advances and net profit grew at CAGR of 19.6%, 27.4% and 20.2% respectively from FY03 to FY08. Banking sector recorded credit growth of 33.3% in FY05 which was highest in last 2 and half decades and credit growth in excess of 30% for three consecutive years from FY04 to FY07, which is best

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in the banking industry so far. Increase in economic activity and robust primary and secondary markets during this period have helped the banks to garner larger increase in their fee based incomes. A significant improvement in recovering the NPAs, lowest ever increase in new NPAs combined with a sharp increase in gross advances for SCBs translated into the best asset quality ratio for banking sector in last two decades. Gross NPAs to gross advances ratio for SCBs decreased from the high of 14% in FY2000 to 2.3% in FY08. With in the group of banks, foreign and private sector banks grew at higher rate than the industry from FY03 to FY08 primarily because of lower base effect and rapid expansion undertaken by these banks. In FY09, overall growth in credit and deposits was led by PSBs. However, growth of private and foreign banks was significantly lower in FY09 due to their high exposure to stressed sectors and problem at parent level for foreign banks. Unsecured bank credit has risen over the years and stood at 23.3% of bank credit in FY08 as compared to just 10.9% in FY2000. Lending to sensitive sector has also grown at CAGR of 46.1% from FY05 to FY08. In the backdrop of the economic downturn, we feel that the excellent performance seen in last five years ended FY08 will be difficult to repeat in coming years. We expect that with the downturn in the economy, credit and deposit growth will moderate in coming years. Credit growth will be led by spending on the infrastructure while retail credit will show a moderate growth. Margin pressures due to lag effect of rate cuts between interest rate on deposits and advances, lower treasury gains and core fee income and increasing in provisions for NPAs is likely to put pressure in the bottom line of the banks. Going forward, PSBs’ which are close to the required lower level of government stake and have concentrated presence in particular region are likely to consider its merger with other PSB as an important option if they want to sustain the growth seen in past. S.V. Institute of Management, Kadi - 12 -

1.3 Structure The Indian banking system can be classified into nationalized banks, private banks and specialized banking institutions. The industry is highly fragmented with 30 banking units contributing to almost 50% of deposits and 60% of advances. The Reserve Bank of India is the foremost monitorin g body in the Indian Financial sector. It is a centralized body that monitors discrepancies and shortcomings in the system. Banking segment in India functions under the umbrella of Reserve Bank of India (RBI) – the regulatory, central bank. This segment broadly consists of: 1. Commercial Banks 2. Co-operative Banks The commercial banking structure in India consists of: 1. Schedule Commercial Banks 2. Unscheduled Banks Schedule Commercial Banks constitute of those banks, which have included second schedule of Reserve Bank of India (RBI) act 1934. RBI in turn includes only those banks in this schedule that satisfy the criteria laid down vide section 42 (60 of the act) this sub sector can broadly classified into: 1. Public Sector 2. Private Sector 3. Foreign Sector Public sector banks have either government of India Reserve Bank of India (RBI) as the majority shareholder. This segment comprises of: 1. State Bank of India (SBI) and its subsidiaries 2. Other Nationalized Banks

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Industry estimates indicate that out of 274 commercial banks operating in the country, 223 banks are in the public sector and 51 are in the private sector. These private sector banks include 24 foreign banks that have begub their operations here. The specialized banking institutions that include cooperatives, rural banks, etc. form a part of the nationalized banks category. 1.4 Indian Banking System:

Reserve Bank of India

Schedule Banks

Non-Schedule Banks

State co-op Banks

Commercial Banks

Central co-op Banks and Primary Cr. Societies

Commercial Banks

Indian

Foreign

Public Sector Banks

Private Sector Banks

HDFC, ICICI etc.

State Bank of India and its Subsidiaries

Other Nationalized Banks

Regional Rural Banks

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1.5 Opportunities The Banking sector is considered the most lucrative option in today’s job market. In the industry, a position in Treasury or Forex is considered right on top and this is followed by careers in Private Banking, Investment Banking and Retail Banking. One could work in a variety of areas in banking industry including Recurring Deposit account, banking officer, probationary officer, loan officer, assessor, personal loan officer, home loan officer, home loan agent, loan manager, mortgage loan underwriter, loan processing officer, accountant, product marketing and sales executive, and customer service executive among others. In the Financial Services, some of the important jobs include that of a stockbroker who is essentially a person who buys and sells securities on behalf of individuals and institutions for some commission. While some brokers like to practice with individual clients others work for institutions. Brokers who work for institutional investors are often called securities traders. Many prefer to work as dealers, advisors and securities analysts. Security analysts are those who advise companies on floatation’s of shares as they are expected to have sound knowledge of capital markets. Investment analysts are the backbone of the financial services sector. They study the financial reports of companies, assess various statistical information, profitability projections, compare financial results, survey the industry as a whole and on the basis of the available information, and finally conclude to a decision. Equity Analysts do jobs similar to investment analysts and research the equity markets and make predictions.

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Chapter :-2 HDFC Bank Introduction

2.1 History of HDFC Bank The housing development Finance Corporation Limited (HDFC) was amongst the first to receive as in principal approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI’S liberalization of the Indian Banking Industry. The bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India.The Bank commenced operation as a scheduled Commercial Bank in January 1995 2.2 Mission, Vision and Objectives: The mission of HDFC is to become “a world class Indian bank”, benchmarking themselves against international standards and best practices in terms of product offerings, technology, service levels, risk management and audit and compliance. The objective is to build sound customer franchises across distinct business so as to be a preferred provider of banking services for target retail and wholesale customer segments and to achieve a healthy growth in profitability, consistence with the Bank’s risk appetite. HDFC Bank’s business objectives emphasize the following: • Increase their market share in India’s expanding banking and financial services industry by following a disciplined growth strategy and delivering high quality customer service.

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• • • •

Leverage their technology platform and open, scaleable systems to deliver more products to more customers and to control operating costs. Maintain their current high standards for asset quality through disciplined credit risk management. Develop innovative products and services that attract our targeted customers and address inefficiencies in the Indian financial sector. Continue to develop product and services that reduce our cost of funds, and

2.3 Company Profile Name: Industry: BSE Code : NSE Code : Registered Office HDFC Bank House, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra - 400013 Registrar & Share Transfer Agent Datamatics Financial Services Ltd. Plot Nos. A/16 & A17, MIDC Part-B, Cross Lane, Andheri (E), Mumbai - 400093, Maharashtra. Board of Director: S.No 1 2 3 4 5 Name Mr. Jagdish Capoor Mr. Gautam Divan Mr. Chander Mohan Vasudev Mr. Keki Mistry Mr. Arvind Pande Designation Chairman / Chair Person Director Director Director Director - 17 HDFC Bank Ltd. Finance - Banks - Private Sector 500180 HDFCBANK

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Dr. Pandit Palande Mr. Ashim Samanta Mrs. Renu Karnad Mr. Harish Engineer Mr. Paresh Sukthankar Mr. Aditya Puri

Director Director Director Executive Director Executive Director Managing Director

Other Detail: Business Group Listings ISIN No. Incorporation Public Issue Date 2.4 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 2.5 Capital Structure
As on 31st March, 2009 the authorised share capital of HDFC Bank is Rs. 550 crore. The paidup capital as on the said date is Rs. 425,38,41,090/- ( 42,53,84,109 equity shares of Rs 10/each). The HDFC Group holds 19.38% of the Bank's equity and about 17.70 % of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue).

HDFC Group BSE , NSE , NYSE INE040A01018 31/12/1994 31/12/1995

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27.69 % of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about 5,48,774 shareholders.

The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange of India Limited. The Bank's American Depository Shares ( ADS ) are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under ISIN No US40415F2002. 2.6 Distribution Network HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1412 branches spread over 528 cities across India. All branches are linked on an online real-time basis. Customers in over 500 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centres where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centres where the NSE/BSE have a strong and active member base. The Bank also has a network of about over 3295 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders. 2.7 Technology HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have online connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs).

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The Bank has made substantial efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world class bank. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. The Bank has prioritised its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share. 2.8 Business Wholesale Banking Services The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporates and agri-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 of structured solutions, which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Based on its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian corporates including multinationals, companies from the domestic business houses and prime public sector companies. It is recognised as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks. 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 S.V. Institute of Management, Kadi - 20 -

his/her banking requirements. The products are backed by world-class service and delivered to customers through the growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking, NetBanking 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 debit card as well. The Bank launched its credit card business in late 2001. By March 2009, the bank had a total card base (debit and credit cards) of over 13 million. The Bank is also one of the leading players in the “merchant acquiring” business with over 70,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments. The Bank is well positioned as a leader in various net based B2C opportunities including a wide range of internet banking services for Fixed Deposits, Loans, Bill Payments, etc. 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 liberalisation of the financial markets in India, corporates 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

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government securities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio.

2.9 Awards 2009: Asia Money 2009 Awards IBA Banking Technology Awards 2009 Global Finance Award IDRBT Banking Technology Excellence Award 2008 Asian Banker Excellence in Retail Financial Services 2008 Finance Asia Country Awards for Achievement 2008 CNN-IBN Nasscom IT User Award 2008 Business India Forbes Asia Asian Banker Excellence in Retail 'Best Bank and Best Cash Management Bank' 'Indian of the Year (Business)' 'Best IT Adoption in the Banking Sector' 'Best Bank 2008' Fab 50 companies in Asia Pacific Best Retail Bank 2008 'Best Domestic Bank in India' 'Best IT Governance Award - Runner up' 'Best Trade Finance Bank in India for 2009 'Best IT Governance and Value Delivery' 'Asian Banker Best Retail Bank in India Award 2009 '

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Financial Services Asiamoney Microsoft & Indian Express Group World Trade Center Award of honour Business Today-Monitor Group survey Financial Express-Ernst & Young Award Global HR Excellence Awards – Asia Pacific HRM Congress: Business Today 2007 Dun & Bradstreet – American Express Corporate Best Bank Award 2007 'Corporate Best Bank' Award Best local Cash Management Bank Award voted by Corporates Security Strategist Award 2008 For outstanding contribution to international trade services. One of India's "Most Innovative Companies" Best Bank Award in the Private Sector category 'Employer Brand of the Year 2007 -2008' Award - First Runner up, & many more 'Best Bank' Award

The Bombay Stock Exchange and 'Best Corporate Social Responsibility Nasscom Foundation's Business for Practice' Award Social Responsibility Awards 2007 Outlook Money & NDTV Profit The Asian Banker Excellence in Retail Financial Services Awards Asian Banker Best Bank Award in the Private sector category. Best Retail Bank in India Our Managing Director Aditya Puri wins the Leadership Achievement Award for India

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Chapter :-3 Products Of HDFC Bank

HDFC bank provides very large range of financial product to the customer for their better financial transaction. The product of HDFC bank is below Product Ranges: Savings Account: HDFC Bank Provide large range of saving account according to the need of the customer. Bank provide the various saving account like Regular Savings Account, Savings Plus Account, Saving Max Account, Senior Citizens Account, No Frills Account, Institutional Savings Account Current Account: Through current account customers now get a personalized chequebook, monthly account statements, interbranch banking and much more. HDFC Bank also provide world class service to its current account holder Different product of current account which are provide by the HDFC bank are

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HDFC Bank Preferred: A preferential savings account is provided where customers are assigned a dedicated relationship manager, who is their one-point contact. Customers also get privileges like fee waivers, enhanced ATM withdrawal limit, and priority locker allotment, free Demat Account and lower interest rates on loans.

Sweep-In Account: It is fixed deposit linked to customers saving account. So, even if their savings account runs a bit short, they can issue a cheque or use their ATM Card. The money is automatically swept in from their fixed savings account. Super Saver Account: It gives an overdraft facility up to 75% of customers Fixed Deposit. In an emergency, customers can access their funds while their Fixed Deposit continues to earn high interest. HDFC Bank Plus: Apart from Regular and Premium Current accounts Bank also have HDFC Bank plus and a current account. Customers can transfer up to Rs. 50 lacs per month at no extra charge, between the four metros. They can also avail of cheque clearing between the four metros, Get cash delivery/pickup to Rs 25000/- home delivery of Demand Drafts, at par cheque, outstation cheque clearance facility, etc.

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Demat Account: Protect their customer’s shares from damage, loss and theft. The customers can also access their Demat account on the Internet.

Loans for every need: Now, Bank’s loans come to people in easy-to-pay monthly installments, and are available with easy documentation and quick delivery. Personal loans: Customer’s can now take a loan up to 3 lacks for a wedding, education, purchase of a computer or an exciting holiday. New car loans and used Car Loans: The Bank also provides finance up to 90% of the cost of a car, either new or used! And the loans come to the customers with easy documentation and speedy processing at attractive interest rates. Loans against shares: Now customers are able to get overdraft up to Rs 10 lacks at an attractive interest rate against physical shares and also up to 50% of the market value of their shares. In case of Demat shares, they can get a loan against shares of up to 65% of the market value of their shares, till Rs 20 lacks. Two Wheeler & Consumer Loans: Now the Bank helps its customers to buy the best durables for their home.

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Mutual Funds: Apart from a wide choice of mutual funds to suit customer’s individual needs, customers benefit from expert advice on choosing the right funds based on in-depth market analysis.

International Credit Card: Here the customers get an option of sliver, gold or health plus credit card, accepted worldwide from a world-class Bank. If they have outstanding balance on their other credit card, they can transfer that balance to this card at a lower interest rate. NRI Services: Here the Bank provides a comprehensive range, backed by unmatched features and world-class service, which ensures NRIs all the banking support they need. Forex Facilities: The forex Facilities provide-avail of foreign currency, traveler’s cheque and foreign exchange demand drafts to meet customers travel needs. Insurance: Apart from the above facilities HDFC Bank also brings for its customers life insurance and pension solution like risk cover scheme, saving scheme, children’s plan and personal plan from HDFC standards life insurance co. ltd.

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Chapter :-4 E-Channel (Direct Banking Channel)
4.1 Introduction HDFC Bank provides a very good service of direct banking channel to the customer for their transaction. By the direct banking channel the customer of the bank can also access their transaction. We will discuss the various banking channel in brief. 4.2 ATM Automated Teller Machines or 24-hour Tellers are electronic terminals that let you bank almost anytime. To withdraw cash, make deposits, or transfer funds between accounts, you generally insert an ATM card and enter your PIN. Some financial institution and ATM owners charge a fee, particularly to consumers who don’t have accounts with them or on transactions at remote locations. Generally, ATMs must tell you they charge a fee and its amount on or at the terminal screen before you complete the transaction. Check the rules of our institution and ATMs you use to find out when or whether a fee is charged. It won’t be just if I start explaining what an ATM is. ATMs and cash dispensers are by far the largest investment ever made in electronic self-service by financial institutions.

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Over US$ 40 billion has been invested in simply buying these machines and many times that in running them. There are now over 1.1 million machines operating in over 140 countries worldwide. The banks are losing the cashiers checks, check cashing and even cash dispensing to the c-stores and grocery stores. They are asleep at the switch and watching more transactions walk away to convenience stores and supermarkets that provide 24 hour access and integrated transactions. ATMs do provide a larger set of functions, such as check cashing, ticket sales or money orders. We already know that cash dispensing as a dedicated function is a sustainable applications, the question is whether that application can be incorporated successfully into a more complex consumer product that offers multiple applications. Cash withdrawal: Withdraw up to Rs.50, 000/- per day from your account. Fast cash options provide the facility of withdrawing prefixed amounts. Ultra Fast Cash opetion allows you to withdraw Rs.3000/- in one shot. Balance Enquiry: Know your ledger balance and available balance Mini Statement: Get a printout of your last 8 transactions and your current balance. Deposit Cash / Cheques: Available at all full function ATMs. Customers can deposit both cash and cheques. / Cash deposited in ATMs will be credited to the account on the same day (provided cash is deposited before the clearing) and cheques are sent for clearing on the next working day. Funds Transfer: Transfer funds from one account to another linked account in the same branch. PIN Changes: Change the Personal Identification Number (PIN) of ATM or Debit card. Payments: S.V. Institute of Management, Kadi - 29 -

The latest feature of our ATMs, this functionality can be used for payment of bills, making donations to temples / trusts, buying internet packs, airtime recharges for prepaid mobile phones and much more… Others: Request for a checkbook from our ATMs and our concerned branch will dispatch it such that it reaches you within 10 working days.

ATM Advantages: 24-hour access to cash You can withdraw up to Rs. 10,000/- per day on your ATM Card. The fast cash option saves your time by providing the cash in denominations of Rs. 500/Balance inquiry Your updated balance will appear on the screen and will also be printed on the transaction slip. Mini-statement request Get details of the last 9 transactions on your account with the mini-statement, along with your balance. Cheque book request Send us a request for a cheque book or account statement it will arrive at your doorstep. Funds transfer Transfer money from one of your accounts to another. It’s easy, select the account from which you want to transfer, then indicate the amount and the account to which your want it transferred. Both accounts must be linked to your ATM card and customer ID. A maximum of 5 saving and 5 Current accounts can be linked. S.V. Institute of Management, Kadi - 30 -

PIN change Your can conveniently charge your (PIN) given at the time of opening your account) whenever you wish. Stay totally in control and ensure complete security for your ATM Card. Bill Pay Pay your cellular, telephone and electricity bills using your ATM Card. Anytime cash deposits Your cash or cheques can be deposited into your account and the ATM will immediately print a receipt for the same.

4.3 Net Banking Net Banking is HDFC Bank’s Internet Banking service. Providing up-to-the-second account information, Net Banking manages customer’s account from the comfort of costumer’s mouse- anytime, anywhere. Say goodbye to long queues and paper work. Presenting one more way for Net Banking. Customer can now call the Phone Banking numbers in your city to register for Net banking. What to do using Net Banking? Bank industry leading service provides a host of features at customer fingure-tips: • • • • • • • • View Account Balances & statements Transfer Funds between accounts Create Fixed Deposits Online Request a Demand Draft Pay Bills Order a cheque Book Request stop payment on cheques And lots more - 31 -

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Benefit of Net Banking Internet Banking is the most convenient and powerful way to manage customer’s account. Net Banking is Real Time, giving them up-to-the-second details on customer’s account. It can be accessed anytime, from anywhere, giving them complete control over their finances. There are no queues to stand in, or turn to wait for. With Net Banking you are in control. HDFC Bank’s Net Banking is secure. Using industry-standard technologies and infrastructure, our service gives you peace of mind. So next time you think of visiting your branch, switch on your PC instead. View the Net Banking Demo and see how easy it is it use. 4.4 Mobile Banking Mobile is now your bank! Now access your bank account and conduct a host of banking transactions and inquiries through your mobile, with our unique Mobile Banking services. Mobile Banking is a service that allows you to do banking transactions on your mobile phone without making a call, using the SMS facility Uses of Mobile Banking Mobile Banking service provides a host of features at your finger-tips through SMS: • • • • • • • Get your balance detail Obtain your last 3 transactions details Request a cheque book Stop a cheque payment Enquire cheque status Request an account statement Get fixed deposit detail

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Pay your bills

How does it work? Mobile Banking works through a set of text massages (SMS). With SMS you can perform a wide range of query-based transaction from your Mobile Phone, without even making a call. All you need to do is to type in the specified code for the transaction as a text massage and send 5676712. See designated codes for GSM Phone. See designated codes for Reliance India mobile Phones. You will receive the response in form of a text message on your mobile phone screen within a few seconds. How is this different from making a call on mobile phone or using Phone Banking? The differences between making a call on mobile phone and sending a text message are as follows: You are not required to dial a number; you send a text message i.e. a coded message to 5676712 HDFC Bank does not charge anything for this service and there is no airtime involved. However, the Cellular Service Provider may levy a nominal charge for the SMS facility. In Mobile Banking, you actually see your banking transactions on your mobile phone screen as opposed to hearing a message through the phone. S.V. Institute of Management, Kadi - 33 -

How do avail of this service? a) If you are opening an account with the bank, you can apply for MobileBanking through the account opening document. b) If you already have an account with the bank, you can apply for MobileBanking through the combined Direct Banking Channels form. You can download the form and call for a sales representative. Alternatively you can fill this form and hand it over to your nearest branch. c) If you already have an account with the bank and if you are registered for NetBanking services, then you can register online using the 'MobileBanking Registration' option available inside Net Banking. Does it cost anything? No, this service is brought to you FREE from HDFC Bank. Also, since you are using the text messaging service from your mobile phone, you do not incur any airtime charges in making a phone call from your mobile phone. However, the Cellular Service Provider may levy a nominal Value Added Services (VAS) charge for the SMS facility. 4.5 Phone Banking Now your bank account is now just a phone call away. Through Phone Banking you can: • • • • • Check your account balance. Enquire on the cheque status. Have a mini statement faxed across to you. Request for a cheque book / Account statement. Enquire on your fixed deposits / TDS.

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• • • • • • •

Open a fixed deposit Request for Demand Draft / Managers Cheques. Transfer funds amongst your linked accounts Pay utility and HDFC Bank Credit Card bills. Do stop cheque payments. Report loss of your ATM /Debit Card. Product information.

Phone banking facility is available round the clock, everyday, in Mumbai, Delhi, Chennai, Kolkata, Banglore, Hyderabad, Ahmedabad, Chandigarh and Pune.

4.6 Insta alert Insta Alert is a service through which the bank can proactively inform customers about transactions / events that occurs in his bank account. This information can be given to the customers via SMS on their mobile phone, or through an email to their mail id or both. Alert could either be event based e.g. Salary Credit or Frequency based e.g. Weekly balance of account. Alerts acts as an important value add in the service that bank provide to the customers, as it will help in proactively informing the customers about their bank account related activities. This reduces the load from bank channels like Phone Banking or branches as customer does not need to call for getting information on Cr/Dr in accounts. Alerts also increase the Brand Recall of the bank in the minds of customers. Types of alerts:

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The customer can register for any or all of the following alerts. • • • • • • Debit transactions greater than Rs 5000 / 10000 / 200000 / 500000 Credit in account greater than Rs 5000 / 10000 / 200000 / 500000 Account balance below Rs 5000 / 10000 / 200000 / 500000 Weekly account balance Salary Credits Utility bill payment due Alerts

All in all, company will be giving there employees an account that makes banking a pleasure for them. While corporate save time and money by directly crediting there employees’ salary nation-wide at one go.

4.7 Insta Query Insta query is a service that allows you to do a banking transaction on your mobile phone without making a call. You can do your transaction using the SMS facility What can I do using Insta Query? • • • • • • • Get your balance details Obtain your last 3 transaction details Request a cheque book Stop a cheque payment Enquire cheque status Request an account statement Get Fixed Deposit details

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Request for Internet PIN re-generation

How does it work? Insta Query works through a set of text messages (SMS). With SMS you can perform a wide range of query-based transactions from your mobile phone, without even making a call. All you need to do is to type in the specified code for the transaction as a text message and send it to 5676712. You will receive the response in the form of a text message on your mobile phone screen within a few seconds.

Chapter :-5 Research Methodology

5.1 Research Topic: In the Depth Study of Customer Awareness & Perception towards E-Banking (Direct Banking Channel) of HDFC BANK in Palanpur City 5.2 Objective of the study: • • • To identify the awareness and usage of E-Banking (Direct Banking Channel) of HDFC BANK To Study the Perception of the bank customer regarding the E-Banking ( Direct Banking channel of HDFC BANK To Find our the satisfaction level of existing customer of HDFC BANK Regarding the E- Banking (Direct Banking Channel)

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To know for which transaction customers are using E-Banking Channel (Direct Banking Channel)

5.3 Research design: Research design is the plan, structure, and strategy of investigation conceived so as to obtained answers to research questions. The research design has taken descriptive and exploratory research design because it preplanned and structured design which gives perfect result. 5.4 Data Collection: • Primary Data: Primary data has collected by the structured questionnaire • Secondary Data:

Secondary data has collected from the various magazines, journals, website of HDFC BANK and various website. 5.5 Sampling Method: • Sample Size:

Our Sample size was 250 for our Research • Sampling Method: We have use connivance sampling method for our Research • Survey method:

Personal interview has been used as survey method for our survey 5.6 Limitations There are certain limitations of this project report which are listed below.   This study is limited only to the customers of the HDFC bank, Palanpur. The responses of the customers may be biased.

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Chapter :-6 Data analysis and interpretation

Que-1 Which type of account you have in HDFC Bank? Frequency Saving Current Fix Deposit Salary Total 215 13 2 20 250 Percentage 86.00% 5.20% 0.80% 8.00% 100.00

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Type of Account
Salary, 8.00% Fix Deposit, 0.80% Current, 5.20%

Saving, 86.00%

Interpretation: Out of 250 respondent that we take for our survey 86% have a saving account, 5% have a current account ,8% have a salary account and 0.8 % of our respondent have a fix deposit account in the bank. It means that the bank has a very good amount of saving account customer compare to the other account.

Que 2 How often do you visit the bank? Frequency Daily Weekly Two time in month Ones in a month Rarly Total 24 81 64 56 25 250 Percentage 9.6% 32.4% 25.6% 22.4% 10.0% 100.0%

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Visit of the Bank

Rarly, 10.00% Ones in a month, 22.40%

Daily, 9.60%

Weekly, 32.40%

Two time in month, 25.60%

Interpretation: Out of 250 respondent that we take for our survey 32.4% are visit the bank weekly, 25.6% of our respondent are visit the bank two time in a month, 9.6 % of our respondent are daily visit the bank, 22.4 % of our respondent are visit the bank ones in a month and 10% of our respondent are visit the bank rarely. Visit of the bank is depends on the transaction of the customer with bank.

Que 3 For which transaction you come to the bank?

Chaque W/d Cash W/d Demand Draft Balance Inquiry Other

169 225 18 50 28

67.6% 90.0% 7.2% 20% 11.2%

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Purpose for visit the Bank
100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 90.0% 67.6%

20.0% 7.2% Chaque W/d Cash W/d Demand Draft Balance Inqury

11.2%

Other

Interpretation: Out of 250 respondents that we take for our survey most of customer are visit the HDFC branch mostly two transaction cash deposit and chaque deposit. Out of 250 customer 67.6% customer come to the branch for Chaque &Cash Deposit and withdrawal. In the case of cash withdrawal the most of customer use ATM but in the case of big amount they use the branch for the withdrawal. 20% Customer come to the branch for the balance inquiry and 11.2% Customer come to the branch for the other purpose like loan inquiry and other banking facility.

Que 4 According to you which is the more convenient way for banking?
Frequency Branch Banking E-Banking Total 187 63 250 Percentage 74.8% 25.2% 100.0%

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More convinent way for Banking

E-Banking, 25.20%

Branch Banking, 74.80%

Interpretation: When the customer asked about their preference between branch banking and e-banking 25.2% customer preferred e-banking and 74.8% customer preferred branch banking as a mode of their banking transaction. Above graph reveals their preferences for the both.

Que 5 “Banking through e-channel is safe and secure” present your view?

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Frequency Strongly agree Agree Can't say Disagree Strongly disagree Total 25 118 71 30 6 250

Percentage 10.0% 47.2% 28.4% 12.0% 2.4% 100.0%

Perception towards safty and secutity of EBanking
Strongly disagree, 2.40% Disagree, 12.00% Can't say, 28.40%

Strongly agree, 10.00%

Agree, 47.20%

Interpretation: As far as customer’s perceptions regarding safety and security is concerned. More than 50% respondents are agree with the statement. That shows that they believe that the banking through e-channel is safe and secure for their transaction. 28.4% respondent have neutrals opinion towards the statement.

Que 6 Are you aware about the below e-banking channel?

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(1) ATM
Yes No ATM 250 0 250 100.0% 0.0% 100.0%

Awareness of ATM

No, 0.0%

Yes, 100.0%

Interpretation: Out of 250 respondents that we take for our survey 100% Customers are aware with the ATM facility. The ATM is very good DBC for withdrawal cash and it reduce the burden of the work of branch. Bank give free ATM card to the customer when he opens his account it will create this result.

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(2) Net Banking
Net Banking 132 118 250

Yes No

52.8% 47.2% 100.0%

Awareness of Net Banking

No, 47.2%

Yes, 52.8%

Interpretation: Out of 250 respondent that we take for our survey 52.8% Customers are aware with the met banking facility of the HDFC Bank in palanpur city and 47.2 % Customer are not aware with the net banking facility. This is the result of the strategy which is adopted by the bank to create the awareness of net banking.

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(3) Mobile Banking
Mobile Banking 109 141 250

Yes No

43.6% 56.4% 100.0%

Awareness of Mobile Banking

Yes, 43.6% No, 56.4%

Interpretation: Out of 250 respondents that we take for our survey 56% Customer are not aware with the facility of mobile banking and 43.6% Customer are aware with the facility of mobile banking, Mobile banking is very important direct banking channel which will help the bank to reduce the burden of the work.

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(4) Phone Banking
Phone Banking 90 160 250

Yes No

36.0% 64.0% 100.0%

Awareness of Phone Banking

Yes, 36.0%

No, 64.0%

Interpretation: Out of 250 respondents that we take for our survey 64% customer are not aware with the facility of phone banking and 36% of the respondent are not aware with the phone banking. This the result of the marketing strategy which adopted by the bank for create the aware ness of phone Banking,

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(5) Insta alert
Insta alert 140 110 250

Yes No

56.0% 44.0% 100.0%

Awareness of Insta alert

No, 44.0% Yes, 56.0%

Interpretation: Out of 250 respondents that we take for our survey 56% Customer are aware with the Insta alert facility and 44% Customer are not aware with the Insta alert Insta alert is one of the very good facility that create the awareness of balance when customer deposit and withdrawal the money from the bank.

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(6) Insta Query
Insta Query 21 229 250

Yes No

8.4% 91.6% 100.0%

Awarewness of Insta Query

Yes, 8.4%

No, 91.6%

Interpretation: Out of 250 respondents that we take for our survey only 8% customer are aware with the Insta query Facility and 91.6% customer are not aware with the facility of Insta query. In all direct banking channel the awareness of Insta query is very low. Insta query is very

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useful Direct Banking Channel. Bank should focus more for create awareness of Insta query.

Que 7 Have you ever done any transaction through below e-Banking Channel? (1) ATM
Yes No ATM 245 5 250 98.0% 2.0% 100.0%

Transaction through ATM

No, 2.0%

Yes, 98.0%

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Interpretation: Out of 250 respondents that we take for our survey 98% Customer are using the ATM and only 2% Customer are not using the ATM for their transaction. In the case of the customer who are not using the ATM for their baking transaction they are from the current account and they are from current account and they do their transaction through Chaque.

(2) Net Banking
Net Banking 55 195 250

Yes No

22.0% 78.0% 100.0%

Transaction through Net Banking

Yes, 22.0%

No, 78.0%

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Interpretation: Out of 250 respondents that we take for our survey 78% Customer are not using the net banking for their transaction and 22% customer are using the net banking for their transaction. The aware ness of net banking is 47.2% and transaction through net banking is only 22%.

(3) Mobile Banking
Mobile Banking 30 220 250

Yes No

12.0% 88.0% 100.0%

Transaction through Mobile Banking

Yes, 12.0%

No, 88.0%

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Interpretation: Out of 250 respondents that we take for our survey 12% customer are using the Mobile Banking for their transaction and 88% customer are not using the mobile banking for their transaction. This is the perception of the customer regarding the use of the mobile banking. The awareness of mobile banking is 43.6 % but use of mobile banking is only 12%.

(4) Phone Banking
Yes No Phone Banking 22 228 250 8.8% 91.2% 100.0%

Transaction through Phone Banking

Yes, 8.8%

No, 91.2%

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Interpretation: Out of 250 respondents that we take for our survey 8.8% customer of the bank are using the phone banking facility for their banking transaction and 91.2% customer are not using the phone banking for their transaction. The awareness of phone banking is around 36% but only 8.85 customers are using the phone banking facility for their banking transaction. This indicates the perception of the customer towards the use of phone banking. Though the customer are aware with the phone banking.

(5) Insta Query
Yes No Insta Query 9 241 250 3.6% 96.4% 100.0%

Transaction through Insta Query

Yes, 3.6%

No, 96.4%

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Interpretation: Out of 250 respondents that we take for our survey only 3.6% customer are using the Insta query for their transaction and 96.4% customer are not using the Insta query for their transaction. The awareness of Insta query is 8.4% and use of Insta query is 3.6%.

Que 7 (B) If no than what is the reason for not using E-Banking Channel? (1) ATM
ATM Lack of Information Fear about Security Other Total 0 0 6 6 0.0% 0.0% 100.0% 100.0%

Rason for not using ATM
Lack of Information, 0.0% Fear about Security, 0.0%

Other, 100.0%

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Interpretation: Out of 250 respondents that we take for our survey approximately 2% customer are not using the ATM facility because they have no use of this facility. In above graph we can see that all the customer who are not using the ATM facility have not lack of information and have not fear about security. They have a other reason for not using the ATM facility.

(2) Net Banking
Net Banking Lack of Information Fear about Security Other Total 141 11 46 198 71.2% 5.6% 23.2% 100.0%

Reason for not using Net Banking
Fear about Security, 5.6%

Other, 23.2% Lack of Information, 71.2%

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Interpretation: In above graph we can that the customers who are not using the net banking facility have a different reason for it. More than 71.2% customers who are not using the net banking facility have a lack of information about the use of net banking facility. In above graph we can that only 5.6% customer have a fear about security and 23.2% customer responded that they have a other reason for not using the net banking facility like no use of the facility.

(3) Mobile Banking
Mobile Banking Lack of Information Fear about Security Other Total 158 10 53 221 71.5% 4.5% 24.0% 100.0%

Reason for not using Mobile Banking
Fear about Security, 4.5%

Other, 24.0%

Lack of Information, 71.5%

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Interpretation: In above table we can that approximately 88% customer of our survey is not using the mobile banking facility they have clear reason for it. In above graph we can that 71.5% customer who are not using the mobile banking facility because of lack of information and only 4.5 % customer have a fear about security in doing the transaction through net banking channel. 24% customer who are not using the net banking facility they have no use of the net banking service.

(4) Phone Banking
Phone Banking Lack of Information Fear about Security Other Total 164 10 51 225 72.9% 4.4% 22.7% 100.0%

Reason for not using Phone Banking
Fear about Security, 4.4% Other, 22.7%

lack of Information, 72.9%

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Interpretation: The customers who are not using the phone banking facility have different reason for it. In above graph we can72.9% customer who are not using the Phone banking facility have a reason that they have lack of information for phone banking facility,22% customer have no use of the phone banking facility and only 4.4% customer are not using the phone banking facility because of the security reason.

(5) Insta alert
Insta alert Lack of Information Fear about Security Other Total 110 1 19 130 84.6% 0.8% 14.6% 100.0%

Reason for not using Insta alert
Fear about Security, 0.8%

Other, 14.6%

Lack of Information, 84.6%

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Interpretation: In above graph we can see that the customer who are not using the Insta alert facility because of various reason. 84.6% of the customer who are not using the Insta alert facility because of lack of information and 14.6% customer are not using the facility because of the other reason.

(6) Insta Query
Insta Query Lack of Information Fear about Security Other Total 213 1 26 240 88.8% 0.4% 10.8% 100.0%

Reason for not using Insta Query
Fear about Security, 0.4% Other, 10.8%

Lack of Information, 88.8%

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Interpretation: In above graph we can see that 88.8% customer who is not using the Insta query because they have not information about the Insta query. In above graph we can that 10.8% customer are not using the Insta query because of they have no use of the particular facility and very few customer have fear about the security.

Que 8 What is your purpose for using E-Banking channel? (1) ATM
ATM Withdraw Cash Deposit Cheque Balance inquiry Pay bill Request Cheque Book Other 244 37 220 8 86 0 99.6% 15.1% 89.8% 3.3% 35.1% 0.0%

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Purpose for Using ATM
120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% With Cash Deposit cheque Balance inquiry Paybill Request Cheque Book 15.1% 3.3% 35.1% 99.6%

89.8%

Interpretation: Out of 250 respondents that we take for our survey 98 % Customer are using the ATM for their transaction. Out of that 98% ,99.6% of the customer are using the ATM for withdrawal cash and 89.8% of the customer are use the ATM for their balance Inquiry, 35% customer are using the ATM for request a Chaque book, 15.1% customer use the ATM for Deposit the Chaque and only 3.3% customer use the ATM for paying bill. That is the good for the bank because it will help the bank to done the transaction fast.

(2) Net Banking
Net Banking View balance Fund Transfar Order Chequebook Paybill Statement request Othere 53 33 15 7 24 0 96.4% 60.0% 27.3% 12.7% 43.6% 0.0%

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Purpose for Using Net Banking
120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 96.4% 60.0% 27.3% 12.7% Statement request Paybill 43.6% 0.0% Othere
30 11 4 0 0

View balance

Interpretation: Out of 250 respondents that we take for our survey 22% customer are using the net banking for their transaction. Out of that 22%, 96.4% customer using the net banking for view the balance, 60% customer are using the net banking for fund transfer,27.3% customer are using the net banking for order a Chaque book , 12.7% of the customer are using the net banking for pay bill and 43.6% of the customer are using the net banking for Statement request. In above graph we can see that the net banking mostly use for view account balance.

(3) Mobile Banking
Mobile Banking Balance detail Request cheque inquire Chauque status Statement Request Othere 100.0% 36.7% 13.3% 0.0% 0.0%

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Order Chequebook

Fund Transfar

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Purpose for Using Mobile Banking
120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 100.0%

36.7% 13.3% Request cheque inquire Chauque status Balance detail 0.0% Statement Request 0.0% othere
21 3 6 2 1 0 0

Interpretation: Out of 250 respondents that we take for our survey 12% Customer are using the mobile banking facility of the bank. Out of that 12% of the customer 100% use the mobile banking facility for their balance detail,36.7% customer are using the mobile banking for request Chaque book. Most of the customer use the mobile banking for only two transaction that are know the balance detail and request a Chaque book.

(4) Phone Banking
Phone Banking Acount balance chaque status Order chaquebook loan Related Fund Transfar Pay your bill Other 95.5% 13.6% 27.3% 9.1% 4.5% 0.0% 0.0%

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Purpose for Using Phone Banking
120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 95.5%

27.3% 13.6% Order chaquebook Acount balance chaque status 9.1% loan Related 4.5% Fund Transfar 0.0% Pay your bill 0.0% Other
3 2 1 9 4 0

Interpretation: Out of 250 respondents that we take for our survey. 8.8% Customer are using the Phone banking facility for their banking transaction. Out of that 8.8%, 95.5% Customer use the phone banking facility for getting their balance detail, 27.8% customer are using the phone banking facility for order a Chaque book , 13.6% of the customer are using the phone banking facility for their Chaque status and 9.1% customer are using the Phone banking facility for their loan related query. In above graph we can see that most of customers who use the phone banking facility are use the phone banking for getting their balance detail.

(5) Insta Query
Insta Query Request Chaque Request stat inquire Chaque Balance inquire Trans. History Othere 33.3% 22.2% 11.1% 100.0% 44.4% 0.0%

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Purpose for Using Insta Query
120.0% 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% Request Request inquire chaque stat chaque Balance inquire Trans. History 33.3% 22.2% 11.1% 44.4%

100.0%

0.0% Othere

Interpretation: Out of 250 respondents that we take for our survey only 3.6% customers are using the Insta query. Out of that 3.6%, 100 % respondent is using the Insta query for getting their balance detail and 33.3% customer is using the inst query for request a Chaque Book. In above graph we can see that 44.4% customer using Insta query facility for the transaction history which is the very useful advantage of Insta query.

Que 9 How much you satisfied with the below E-Channel? (1) ATM
ATM HDS DS Can't say 1 1 6 0.4% 0.4% 2.4%

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S HS Total

40 202 250

16.0% 80.8% 100.0%

Satisfaction with ATM
HDS, 0.4% DS, 0.4% Can't say, 2.4% S, 16.0%

HS, 80.8%

Interpretation: In above graph we can see that 80% customer are highly satisfied and very few around 0.4% customer are highly dissatisfied with the service of ATM of the HDFC Bank. This is the result of the service that provided by the bank.

(2) Net Banking
Net Bannking HDS DS Can't say S 0 3 196 23 0.0% 1.2% 78.4% 9.2%

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HS Total

28 250

11.2% 100.0%

Satisfaction with Net Banking

HDS, 0.0% DS, 1.2% HS, 11.2% S, 9.2%

Can't say, 78.4%

Interpretation: As per concern net banking facility we can see that 78% Customer has a natural opinion regarding the service of the net banking because they are not using the net banking facility of the bank. 11.2 % Customers are highly satisfied and 9.2% Customer are satisfied are satisfied with the net banking facility of the bank. It mean that approximately 66% customer who are using the net banking facility of the bank are satisfied with net banking facility of the bank.

(3) Mobile Banking

Mobile Banking HDS 1 0.4%

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DS Can't say S HS Total

3 219 15 12 250

1.2% 87.6% 6.0% 4.8% 100.0%

Satisfaction with Mobile Banking

HS, HDS, 4.8% 0.4% DS, 1.2% S, 6.0%

Can't say, 87.6%

Interpretation: In above graph we can see that 4.8% Customer are highly satisfied and 6% of the customer of the bank are satisfied with the mobile banking facility of the bank and we can see that only 0.4 % of the customer of the bank are highly dissatisfied with the facility of the bank. It mean that bank provide very good service to the customer in mobile banking service.

(4) Phone Banking
Phone Banking HDS DS Can't say 0 4 226 0.0% 1.6% 90.4%

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S HS Total

8 12 250

3.2% 4.8% 100.0%

Satisfaction with Phone Banking

HDS, 0.0% HS, 4.8% S, 3.2%

DS, 1.6%

Can't say, 90.4%

Interpretation: In above graph we can see that approximately 8 % customer are satisfied with the facility of the bank and only 1.6 % customer are dissatisfied with the phone banking facility of the bank. In above graph we can that around 90% customer have natural opinion towards the question because they have not use the phone banking facility of the bank

(5) Insta Alert

Insta alert

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HDS DS Can't say S HS Total

0 6 119 65 60 250

0.0% 2.4% 47.6% 26.0% 24.0% 100.0%

Satisfaction with Insta alert

HDS, 0.0%

DS, 2.4%

HS, 24.0%

Can't say, 47.6%

S, 26.0%

Interpretation: In above graph we can that around 50% customer of our survey is satisfied with the Insta alert facility of the bank. Here we can see that only 2.4 percent customer is dissatisfied with the Insta alert facility of the bank. It mean that the bank provide very good service of Insta alert facility to the customer

(6) Insta query

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Insta Query HDS DS Can't say S HS Total 1 0 244 1 4 250 0.4% 0.0% 97.6% 0.4% 1.6% 100.0%

Satisfaction with Insta Query

HDS, 0.4% S, 0.4% DS, 0.0% HS, 1.6%

Can't say, 97.6%

Interpretation: In above graph we can see that 1.6% customer are highly satisfied and 0.4% customer of our survey are satisfied with the facility of the bank that is the good result of the service of the bank. In above graph 97.6% Customer has a natural opinion towards the Insta query facility of the bank because they have not use this facility of the bank.

Que 10 Accoridng to you Customer care facility of HDFC Bank is?

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Frequency Excellent Good Bad Total 47 179 24 250

Percentage 18.8% 71.6% 9.6% 100.0%

Customer Care Facility
Excellent 19% Bad 10%

Good 71%

Interpretation: Customer care facility is very important for the direct banking channel of bank. In above graph we can see that 71%Customer’s opinion regarding the customer care facility is good that is very good for the branch because it means the customer care facility is good and effective that the customer want.

Chapter:-7 Findings And Recommendation

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After studying about the awareness and perception of the customer towards the EBanking Channel of HDFC Bank. Following findings and suggestions are based on our research analysis in context of E-banking channel (Direct Banking Channel). Findings  In our study we find that 100% respondents are aware with the ATM facility and around 52.8 % respondents are aware with the net banking facility of the bank. Around 56% customers are aware with the Insta alert facility of the bank. But the awareness of Insta query is only 8.8%.  Most of customers are believe that the branch banking is more convenient way for banking  Most of respondents believe that the banking through e- banking channel is safe and safe secure.  There is very different between the awareness and use of the direct banking channel of the bank. The customers are aware with the different direct banking channel but they have not use the particular direct banking channel of the bank.  Most of respondents who are not using the direct banking channel of the bank because of the lack of information about the particular direct banking channel of the bank.  The customer are using the direct banking channel for few purpose it means the use of the direct banking channel is limited for few transaction.  Most of respondent who are using the direct banking channel are satisfied with the service of the bank for the particular direct banking channel  The customer care facility of the bank is good according to response of the our respondent

Recommendation

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 Though the E-Banking is an effective tool but many of the customers are not using it due to the awareness of the particular direct banking channel. Now the responsibility lies with the bank to make them aware about various E-banking channels through publicity and advertisement  Bank should educate the customer about the usage of e-banking channel and also about their advantages. This would prompt the customers to shift from traditional brick and mortar channel.  It has been observed that even the customers who know about e-banking channel are not using this facility due to misconception and lack of information. These customers should be targeted by the bank and must be convinced to use the same.  The result of the study show that customers are using only few facility of various ebanking channel for example ATM for view balance and cash withdrawal etc. Though e- banking provides a full gamut of various services. Customer should be made aware of these services and must be encouraged to use the same.  The bank may improve existing facilities in rural areas through advertising, spread awareness about computer and net banking.  The best way to motivate the customer to use the e- banking is the most efficient customer care service.

Chapter:-8 Hypothesis Testing
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8.1 ‘Z’ Test Test-1 Ho:p:= 86.54% saving account  H1:p:= 86.54% the saving account  Null hypothesis: 86.54%* respondent are using the Alternative hypothesis: 86.54% respondent are not using

PHo= 0.8654, QHo= 0.1346, P= (215/250) = 0.86, q= 0.14, n=250, α=0.05, Z=1.96 σр = √ PH 0 x qH 0 / n =√ (0.8654*0.1346) /250 = 0.022 = PHo + Z * σ р = 0.8654 +1.96 * 0.022 = 0.9085 = PHo - Z * σ р = 0.8654 -1.96 * 0.022 = 0.8223 = P- PHo σр = 0.86-0.8654 0.022 = -0.245
Acceptance Region

U.L

L.L

Z

Reject Region

Reject Region -0.245

-1.96 Interpretation:

0

+1.96

For above test, the hypothesis is 86.54% respondents are using the saving account in the Bank and the alternative hypothesis is 86.54% respondents are not using the saving account. So here the value of Z tests that is -0.245 lies in the acceptance region. There fore do not reject Null Hypothesis

[*Source: Previous study of the Bank on E-age banking by Ansuya]

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Test-2 Ho:p:= 0.52 weekly  H1:p:= 0.52 bank weekly  Null hypothesis: 52%* respondent are visit the bank Alternative hypothesis: 52% respondent are not visit the

PHo= 0.52, QHo= 0.48, P= (81/250) = 0.3240, q = 0.6760, n=250, α=0.05, Z=1.96 σр = √ PH 0 x qH 0 / n =√ (0.52*0.48) /250 = 0.032 = PHo + Z * σ р = 0.52 +1.96 * 0.032 = 0.5827 = PHo - Z * σ р = 0.52 -1.96 * 0.032 = 0.4573 = P- PHo σр = 0.3240-0.52 0.032 = -6.125
- 6.125 Acceptance Region

U.L

L.L

Z

Reject Region -1.96 0

Reject Region

+1.96

Interpretation: Above hypothesis test is related with the customer visit in the Bank. For this test the hypothesis is 52% respondents are visit the bank weekly. But the Z test value -6.125 is lies in the rejection region. There for here reject the null hypothesis and accept the alternative hypothesis
[*Source: Previous study of the Bank on E-age banking by Ansuya]

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Test-3 Ho:p:= 0.3435 Null hypothesis: 34.35%*1 respondent are come to the bank for chaque deposit  H1:p:= 0.3435 Alternative hypothesis: 34.35% respondent are not come to the bank for chaque deposit  PHo= 0.3435, QHo= 0.0.6565, P= (196/250) = 0.6760, q= 0.3240, n=250, α=0.05, Z=1.96 σр = √ PH 0 x qH 0 / n =√ (0.0.3435*0.6565) /250 = 0.030 = PHo + Z * σ р = 0.3435 +1.96 * 0.030 = 0.4023 = PHo - Z * σ р = 0.3435 -1.96 * 0.030 = 0.2847 = P- PHo σр = 0.6760-0.3435 0.030 = 11.08
Acceptance Region

U.L

L.L

Z

Reject Region

Reject Region 0

-1.96

+1.96

11.08

Interpretation: Customers of the bank are visiting the bank for various purposes. For above test the hypothesis is 34.35 % customer are visit the bank for the chaque deposit purpose. But in this test the Z value 11.08 lies in rejection region so here reject the null hypothesis and accept the alternative hypothesis.

1

[*Source: Previous study of the Bank on E-age banking by Ansuya]

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Test-4 Ho:p:= 0.64 Null hypothesis: According to 64%* respondent, EBanking is more convenient way for Banking  H1:p:= 0.64 Alternative hypothesis: According to 64%, E-Banking is not more convenient way for Banking  PHo= 0.64, σр QHo= 0.36, P= (63/250) = 0. 2520, q = 0.7480 n=250, α=0.05, Z=1.96

= √ PH 0 x qH 0 / n =√ (0.0.64*0.0.36) /250 = 0.031 = PHo + Z * σ р = 0.0.64 +1.96 * 0.031 = 0.7008 = PHo - Z * σ р = 0.64 -1.96 * 0.031 = 0.5792 = P- PHo σр = 0.2520-0.64 0.031 = -12.51
-12.51 Acceptance Region

U.L

L.L

Z

Reject Region

Reject Region 0

-1.96

+1.96

Interpretation: For above test the hypothesis according to 64% respondents the e-Banking is the more convenient way for banking. But the value of Z tests -12.5 1lies in the rejection region. So here the value of Z test rejects the null hypothesis.

[Source: A Case Study on Customer’s perception towards E-Banking with special Reference to Jaipur
City by Prof. Sumeet Gupta, Professional Banker, July-2008 , Page no66]

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8.2 Chi-Square Test: Null Hypothesis: Each respondent irrespective of age possesses equal knowledge about the various Direct Banking channel Alternative Hypothesis: Younger Respondents have a better understanding about the various Direct Banking Channel (1) Net Banking:
Aware <25 25-35 35-45 45-55 >55 Net Banking Not Aware 19 84 16 10 3 132 Total 12 68 25 8 5 118 31 152 41 18 8 250 (FoFe)2/Fe 0.41 0.46 0.17 0.19 1.45 1.62 0.03 0.03 0.34 0.38 5.08

Row 1 1 2 2 3 3 4 4 5 5

Column 1 2 1 2 1 2 1 2 1 2

Fo 19 12 84 68 16 25 10 8 3 5

Fe 16.4 14.6 80.3 71.7 21.6 19.4 9.5 8.5 4.2 3.8

Fo-Fe 2.6 -2.6 3.7 -3.7 -5.6 5.6 0.5 -0.5 -1.2 1.2

(Fo-Fe)2 6.76 6.76 13.69 13.69 31.36 31.36 0.25 0.25 1.44 1.44 ChiSquare

Acceptance Region

5.08

9.488

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(2) Mobile Banking:

Aware <25 25-35 35-45 45-55 >55

Mobile Banking Not Aware 15 72 13 7 2 109

Total 16 80 28 11 6 141 31 152 41 18 8 250 (FoFe)2/Fe 0.17 0.13 0.49 0.38 1.34 1.04 0.08 0.06 0.64 0.50 4.83

Row 1 1 2 2 3 3 4 4 5 5

Column 1 2 1 2 1 2 1 2 1 2

Fo 15 16 72 80 13 28 7 11 2 6

Fe 13.5 17.5 66.3 85.7 17.9 23.1 7.8 10.2 3.5 4.5

Fo-Fe 1.5 -1.5 5.7 -5.7 -4.9 4.9 -0.8 0.8 -1.5 1.5

(Fo-Fe)2 2.25 2.25 32.49 32.49 24.01 24.01 0.64 0.64 2.25 2.25 ChiSquare

Acceptance Region

4.83

9.488

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(3) Phone Banking:

Aware <25 25-35 35-45 45-55 >55

Phone Banking Not Aware 15 57 12 4 2 90

Total 16 95 29 14 6 160 31 152 41 18 8 250 (FoFe)2/Fe 1.29 0.73 0.10 0.05 0.53 0.30 0.96 0.54 0.28 0.16 4.94

Row 1 1 2 2 3 3 4 4 5 5

Column 1 2 1 2 1 2 1 2 1 2

Fo 15 16 57 95 12 29 4 14 2 6

Fe 11.2 19.8 54.7 97.3 14.8 26.2 6.5 11.5 2.9 5.1

Fo-Fe 3.8 -3.8 2.3 -2.3 -2.8 2.8 -2.5 2.5 -0.9 0.9

(Fo-Fe)2 14.44 14.44 5.29 5.29 7.84 7.84 6.25 6.25 0.81 0.81 ChiSquare

Acceptance Region

4.94

9.488

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(4) Insta alert:
Aware <25 25-35 35-45 45-55 >55 17 85 24 9 5 140 Insta Alert Not Aware 14 67 17 9 3 110 Total 31 152 41 18 8 250 (FoFe)2/Fe 0.01 0.01 0.00 0.00 0.04 0.06 0.12 0.15 0.06 0.07 0.52

Row 1 1 2 2 3 3 4 4 5 5

Column 1 2 1 2 1 2 1 2 1 2

Fo 17 14 85 67 24 17 9 9 5 3

Fe 17.4 13.6 85.1 66.9 23 18 10.1 7.9 4.5 3.5

Fo-Fe -0.4 0.4 -0.1 0.1 1 -1 -1.1 1.1 0.5 -0.5

(Fo-Fe)2 0.16 0.16 0.01 0.01 1 1 1.21 1.21 0.25 0.25 ChiSquare

Acceptance Region

0.52

9.488

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(5) Insta Query:
Insta Query Not Aware 6 10 3 0 2 21 25 142 38 18 6 229

Aware <25 25-35 35-45 45-55 >55

Total 31 152 41 18 8 250 (FoFe)2/Fe 4.45 0.41 0.61 0.06 0.05 0.00 1.50 0.14 2.41 0.23 9.86

Row 1 1 2 2 3 3 4 4 5 5

Column 1 2 1 2 1 2 1 2 1 2

Fo 6 25 10 142 3 38 0 18 2 6

Fe 2.6 28.4 12.8 139.2 3.4 37.6 1.5 16.5 0.7 7.3

Fo-Fe 3.4 -3.4 -2.8 2.8 -0.4 0.4 -1.5 1.5 1.3 -1.3

(Fo-Fe)2 11.56 11.56 7.84 7.84 0.16 0.16 2.25 2.25 1.69 1.69 ChiSquare

9.488

Acceptance Region

9.488 9.860

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Interpretation of Chi-square: In above chi-square test the chi- square value is different for various E-channel of the bank. The table value of chi-square at the 5% significance level and 4 degree of freedom is 9.488. The chi-square value of Net Banking, Mobile banking, Phone Banking and Insta alert lies in the acceptation region of the chi-square distribution. But the chi-square value of Insta query lies in the rejection region of the chi-square distribution. So here the chi-square value of Insta query rejects the null hypothesis which is 9.86.

[Source: A case study on Customer awareness and perception towards Banking Channel of Kotak Mahindra Bank by Prof: Varsha Virani, Profesional Banker, September 2008, Page NO: 66]

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Chapter:-9 Bibliography Books and Magazine
 Organization behavior,13th edition by Stephen P. Robbins,Timothy A. Judge and seema sanghi,Page No 157  Market Reaserch 7th ediltiion by David J.Luck and Ronald s. Rubin  Statistics for Management 7th edition by Richard l. Levin & David S. Rubin.  A case study on E-Delivery channels in Banks customer perception by Dr. R.K.Uppal, Professional Banker, March 2009 Page No 62  A case study on customer perception of ATM services by N. Sakthivel Professional Banker, March 2008 Page No 66  A case study of customer’s perception towards E-Banking channel with special reference to Jaypur city by Prof. Sumeet gupta, Professional Banker, July 2003 Page No 66  A case study on customer awareness and perception towards banking channel of kotak Mahindra Bank by Varsha Virani, Professional Banker, March 2009 Page No 66

Website

 www.hdfcbank.com  www.kotaksecurities.com  www.iba.com  www.rbi.com

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Chapter:-10 Annexure
Questionnaire

No:
Dear Respondent, We are the student of first year MBA programme from S.V. Institute of Management, Kadi. As a part of our curriculum we have to do a project report on market research on any area for any of the selected topic. We have selected “customer awareness and perception towards E-Banking channel (Direct Banking Channel) for our research topic. Here I request you to answer the following question and help me in my work. We ensure you that the answer given by you will be kept confidential and use for academic purpose only. (1) Which type of account you have in HDFC Bank?

(1) Saving (3)Fix Deposit (2) How often do you visit the bank? (1) Daily (3) Two time in a month

(2) Current (4) Salary

(2) Weekly (4) Ones in a month

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(5) Rarely

(3) For which transaction you are come to the bank? (1) Cheque withdrawal/Deposit (3) Demand Draft (5) Other (4) According to you which is more convenient way for Banking? (1) Branch Banking (2) E-Banking (2) Cash withdrawal/deposit (4) Balance inquire

(5) “Banking through e-channel is safe and secure” present your view (1) Strongly Agree (3) Can’t say (4) Strongly disagree (6) Are you aware about below e-banking channel? (A) ATM (B) Net Banking S.V. Institute of Management, Kadi (1) Yes (1) Yes (2) No (2) No - 89 (2) Agree (4) Disagree

(C) Mobile banking (D) Phone Banking (E) Insta alert (F) Insta Query

(1) Yes (1) Yes (1) Yes (1) Yes

(2) No (2) No (2) No (2) No

(7) Have you ever done any transaction through below e-banking channel? (A) ATM (B) Net Banking (C) Mobile banking (D) Phone Banking (E) Insta alert (F) Insta Query (1) Yes (1) Yes (1) Yes (1) Yes (1) Yes (1) Yes (2) No (2) No (2) No (2) No (2) No (2) No

If ‘No’ than what is the reason for not using E-Banking channel (1) Lack of information A B C D E F ATM Net Banking Mobile Banking Phone Banking Insta alert Insta Query - 90 (2) Fear about (3) Other Security

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(8) What is your purpose for using E-Banking channel? (A) ATM (1) Withdraw cash (3) Make a balance Inquire (5) Request a cheque Book (B)Net Banking (1) View a Account Balance (3) Order a cheque book (5) Statement Request (c) Mobile Banking (1) Get your balance detail (3) Enquire a cheque status (5) Other (D) Phone Banking S.V. Institute of Management, Kadi - 91 (2) Request a cheque Book (4) Request an account balance (2) Fund Transfer (4) Pay Bill (6) Other (2) Deposit Cheque or Cash (4) Pay Bill (6) Other

(1) Check your account balance (2) Order a cheque Book (5) Fund Transfer (7) Other (E) Insta Query (1) Requesting a cheque book (3) Inquire cheque status (5) Transaction history

(2) Enquire cheque status (3) Loan related Query (6) Pay your Bill

(2) Request for Account Statement (4) Balance Inquire (6) other

(9) How much you satisfied with the below e-banking channel? (1) HDS A B C D E F ATM Net Banking Mobile Banking Phone Banking Insta alert Insta Query (2) DS (3) Can’t Say (4) S (5) HS

(10) According to you customer care facility of HDFC Bank is (1) Excellent (2) Good (3) Bad

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(11) What is your Age? (1) < 25 years (3) 35 to 45 (5) Above 55 Personal Detail Name: Account Number: Occupation: Gender: (1) Male (2) Female Contact Number: (3) 25 to 35 (4) 45 to 55

We are heartily fully thankful to you for your valuable and kind co-operation. Thanking you very much.

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