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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)

S.V. Institute of Management, Kadi -1-

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-

36% respondents are well aware with the phone banking facility. Institute of Management. The awareness of net banking is around 53% in palanpur city. All the respondents of our survey are well aware with ATM facility 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. These all figures are different than the awareness of the different banking channel. The use of E-Banking channel (DBC) is different than the awareness of the E-Banking Channel of the bank. Phone Banking. S.6% customers are using Insta query facility for their transaction. 8. Mobile Banking.8% customer are using phone banking facility .5%. 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. Net Banking. Around 43% respondents are aware with mobile banking facility. 12% customers are using mobile banking facility. We have done our research project on all the different parameter of Direct Banking Channel those are ATM.V. But the awareness of Insta query is very law that is only 8. Around 22% Customers are using the net banking facility. Kadi -4- . Most of customers are using the ATM facility of the bank. 56% respondent are aware with the Insta alert facility of the bank. Insta alert and Insta query.and only 3.

Institute of Management. Showing balance and fund transfer is two maximum use of the net banking facility. That is the result of the good service which provide by the bank. Most of customers are using the ATM facility of the bank. Kadi -5- .V. The customer are using different direct banking channel for different purpose.6% respondent say that the customer care facility of HDFC bank is good around 18.8% respondent say the customer care facility is excellent. Around 71. They use this facility for getting transaction history and get a balance detail. 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. 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. The customer care facility is very important for the direct banking channel of the bank.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). S. Maximum customer are using ATM for withdrawal cash and showing balance of the account.

4 Mobile Banking 23 4.1 Introduction 19 4.2 Objective of the study 28 5.2 History of Indian banking industry 2 1. Institute of Management.1 Banking Industry At Glance 1 1.5 Sampling Method 28 S.1 Research Topic 28 5.3 Company profile 8 2.2 Mission vision and objective 7 2.5 Capital Structure 9 2.4 Data collection 28 5.1 History of the bank 7 2.4 Promoters 9 2.7 Insta Query 27 5 Research Methodology 28 5.4 Indian banking system 5 1.V.8 Business 11 2.5 Phone Banking 25 4.3 Net Banking 22 4.2 ATM 19 4.9 Awards 13 3 Product of HDFC Bank 15 4 E-Channel(Direct Banking Channel) 19 4. Contents No Page Particulars No 1 Indian Banking Industry 1 1.7 Technology 10 2. Kadi -6- .5 Opportunity of Indian banking industry 6 2 HDFC Bank Introduction 7 2.3 Structure of Indian banking industry 4 1.6 Distribution Network 10 2.6 Insta alert 26 4.3 Research Design 28 5.

Institute of Management.V. Kadi -7- .6 Limitation of the study 29 6 Data analysis and interpretation 30 Que-1 Which type of account you have in HDFC Bank? 30 Que-2 How often do you visit the bank? 31 Que-3 For which transaction you are come to the bank? 32 Que-4 According to you which is more convenient way for 33 banking? Que-5 “Banking through E-channel is safe & secure” 34 present your view Que-6 Are you aware about the below E-Banking channel? 35 1 ATM 35 2 Net Banking 36 3 Mobile Banking 37 4 Phone Banking 38 5 Insta alert 39 6 Insta query 40 Que-7 Have you ever done any transaction through below 41 E-Banking channel? 1 ATM 41 2 Net Banking 42 3 Mobile Banking 43 4 Phone Banking 44 5 Insta query 45 Que-7 B If ‘No’ than what is reason for not using E-Banking 46 channel 1 ATM 46 2 Net Banking 47 3 Mobile Banking 48 4 Phone Banking 49 5 Insta alert 50 6 Insta query 51 Que-8 What is your purpose for using E-Banking 52 Channel? 1 ATM 52 2 Net Banking 53 3 Mobile Banking 54 4 Phone Banking 55 5 Insta Query 56 S. 5.

Que-9 How much you satisfied with the below E-Banking 57
channel?
1 ATM 57
2 Net Banking 58
3 Mobile Banking 59
4 Phone Banking 60
5 Insta alert 61
6 Insta Query 62
Que-10 According to you customer care facility of HDFC 63
Bank is?
7 Findings and Recommendation 64
8 Hypothesis Testing 66
8.1 ‘Z’ Test 66
8.2 Chi-square Test 70
9 Bibliography 76
10 Annexure 77

S.V. Institute of Management, Kadi -8-

Table of Graph

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

S.V. Institute of Management, Kadi -9-

33 Satisfaction with Insta Query 62
34 Customer care Facility 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.

S.V. Institute of Management, Kadi - 10 -

stricter regulations and lower leverage makes them less prone to financial crisis.2% respectively from FY03 to FY08. Peculiar characteristic of Indian banks unlike their western counterparts such as high share of household savings in deposits (57.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. Banking sector recorded credit growth of 33. Institute of Management. when the country’s first bank. PSBs have rapidly expanded their foot prints after nationalisation of banks in India in 1969 and further in 1980. after the nationalization of banks in 1969.3% 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 FY07.4% of total deposits). which is best S.4% and 20. Kadi . goldsmith were using bank of England notes of their own receipts. But the industry changed rapidly and drastically. 1.V. was established. The beginning of this industry can be traced back to 1786. adequate capitalization. By 1709. Total deposits. 27. Bank of Bengal. The Scheduled Commercial Banks (SCBs) in India have shown an impressive growth from FY04 to the mid of FY09. New technology transformed the banking industry in the 1900’s round the world. these banks have increased their presence and business over last 5 years.2 History of Indian Banking Industry Banking in India has a long and elaborate history of more than 200 years. Although there is a restrictive entry/expansion for private and foreign banks in India. banks merged into larger and fewer groups and expanded into other country. as was seen in the western world in mid FY09.11 - . Indian Banking sector is dominated by Public sector banks (PSBs) which accounted for 72.6%.6% of total advances for all SCBs as on 31st March 2008. advances and net profit grew at CAGR of 19.

1% from FY05 to FY08. 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. Credit growth will be led by spending on the infrastructure while retail credit will show a moderate growth. Kadi . Going forward. 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. However. S. We expect that with the downturn in the economy. With in the group of banks. 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. 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.9% in FY2000. 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. Lending to sensitive sector has also grown at CAGR of 46. A significant improvement in recovering the NPAs.in the banking industry so far. 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. Margin pressures due to lag effect of rate cuts between interest rate on deposits and advances. In FY09. credit and deposit growth will moderate in coming years. In the backdrop of the economic downturn.V.12 - . Unsecured bank credit has risen over the years and stood at 23. overall growth in credit and deposits was led by PSBs. we feel that the excellent performance seen in last five years ended FY08 will be difficult to repeat in coming years.3% in FY08.3% of bank credit in FY08 as compared to just 10. Gross NPAs to gross advances ratio for SCBs decreased from the high of 14% in FY2000 to 2. Institute of Management.

Banking segment in India functions under the umbrella of Reserve Bank of India (RBI) – the regulatory. Foreign Sector Public sector banks have either government of India Reserve Bank of India (RBI) as the majority shareholder. State Bank of India (SBI) and its subsidiaries 2. central bank. Schedule Commercial Banks 2. Private Sector 3. The Reserve Bank of India is the foremost monitorin g body in the Indian Financial sector. which have included second schedule of Reserve Bank of India (RBI) act 1934.3 Structure The Indian banking system can be classified into nationalized banks. Commercial Banks 2. This segment broadly consists of: 1. It is a centralized body that monitors discrepancies and shortcomings in the system. Unscheduled Banks Schedule Commercial Banks constitute of those banks. Public Sector 2. This segment comprises of: 1.1.V. 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. Kadi . Co-operative Banks The commercial banking structure in India consists of: 1. Other Nationalized Banks S. The industry is highly fragmented with 30 banking units contributing to almost 50% of deposits and 60% of advances. private banks and specialized banking institutions. Institute of Management.13 - .

4 Indian Banking System: Reserve Bank of India Schedule Banks Non-Schedule Banks Central co-op State co-op Commercial Banks and Commercial Banks Banks Banks Primary Cr.Industry estimates indicate that out of 274 commercial banks operating in the country. etc. Institute of Management.V. 223 banks are in the public sector and 51 are in the private sector. Societies Indian Foreign Public Sector Banks Private Sector HDFC. The specialized banking institutions that include cooperatives. These private sector banks include 24 foreign banks that have begub their operations here. Banks ICICI etc. form a part of the nationalized banks category. Kadi . 1. State Bank of India Other Nationalized Regional Rural and its Subsidiaries Banks Banks S. rural banks.14 - .

In the industry. Many prefer to work as dealers. 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. Equity Analysts do jobs similar to investment analysts and research the equity markets and make predictions.V. Kadi . accountant. survey the industry as a whole and on the basis of the available information. Brokers who work for institutional investors are often called securities traders. loan manager.15 - . loan officer. They study the financial reports of companies. Investment analysts are the backbone of the financial services sector.5 Opportunities The Banking sector is considered the most lucrative option in today’s job market. In the Financial Services. advisors and securities analysts. While some brokers like to practice with individual clients others work for institutions. Institute of Management. profitability projections. probationary officer. 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. product marketing and sales executive. loan processing officer. mortgage loan underwriter.1. assessor. S. banking officer. compare financial results. and finally conclude to a decision. home loan officer. and customer service executive among others. personal loan officer. One could work in a variety of areas in banking industry including Recurring Deposit account. assess various statistical information. home loan agent. Security analysts are those who advise companies on floatation’s of shares as they are expected to have sound knowledge of capital markets.

16 - . Institute of Management. as part of the RBI’S liberalization of the Indian Banking Industry. Chapter :-2 HDFC Bank Introduction 2. 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.V. risk management and audit and compliance. Vision and Objectives: The mission of HDFC is to become “a world class Indian bank”. consistence with the Bank’s risk appetite. technology. with its registered office in Mumbai. 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.2 Mission. The bank was incorporated in August 1994 in the name of HDFC Bank Limited. India.The Bank commenced operation as a scheduled Commercial Bank in January 1995 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. Kadi . service levels. benchmarking themselves against international standards and best practices in terms of product offerings. S.

• Leverage their technology platform and open. Maharashtra. Gautam Divan Director 3 Mr. Mumbai . Plot Nos. and 2. Maharashtra . Kadi . scaleable systems to deliver more products to more customers and to control operating costs.Banks . MIDC Part-B. A/16 & A17. Senapati Bapat Marg. • Continue to develop product and services that reduce our cost of funds.No Name Designation 1 Mr. Industry: Finance .Private Sector BSE Code : 500180 NSE Code : HDFCBANK Registered Office HDFC Bank House. Arvind Pande Director S.3 Company Profile Name: HDFC Bank Ltd. Mumbai. Andheri (E). Institute of Management.400093. Board of Director: S. Keki Mistry Director 5 Mr.400013 Registrar & Share Transfer Agent Datamatics Financial Services Ltd. • Develop innovative products and services that attract our targeted customers and address inefficiencies in the Indian financial sector.17 - .V. Lower Parel. Chander Mohan Vasudev Director 4 Mr. Jagdish Capoor Chairman / Chair Person 2 Mr. • Maintain their current high standards for asset quality through disciplined credit risk management. Cross Lane.

090/. the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Ashim Samanta Director 8 Mrs. The paid- up capital as on the said date is Rs. NSE .( 42. Institute of Management.70 % of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Aditya Puri Managing Director Other Detail: Business Group HDFC Group Listings BSE . The HDFC Group holds 19. INE040A01018 Incorporation 31/12/1994 Public Issue Date 31/12/1995 2. S. 425. HDFC was ideally positioned to promote a bank in the Indian environment 2. With its experience in the financial markets. 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. 6 Dr. Paresh Sukthankar Executive Director 11 Mr.4 Promoters HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets.109 equity shares of Rs 10/- each).38. Renu Karnad Director 9 Mr.V.5 Capital Structure As on 31st March.41. Since its inception in 1977. large shareholder base and unique consumer franchise.18 - .38% of the Bank's equity and about 17. Pandit Palande Director 7 Mr. Its outstanding loan portfolio covers well over a million dwelling units.53. 550 crore. 2009 the authorised share capital of HDFC Bank is Rs. a strong market reputation. Kadi . NYSE ISIN No. Harish Engineer Executive Director 10 Mr.84.

Institute of Management. which enables the bank to offer speedy funds transfer facilities to its customers. All branches are linked on an online real-time basis. Moreover. The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange of India Limited. 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. Kadi . S. The Bank also has a network of about over 3295 networked ATMs across these cities. The Bank at present has an enviable network of over 1412 branches spread over 528 cities across India. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). All the bank's branches have online connectivity.69 % of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about 5.V. Customers in over 500 locations are also serviced through Telephone Banking. Plus/Cirrus and American Express Credit/Charge cardholders.27.19 - . HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard. Being a clearing/settlement bank to various leading stock exchanges. 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. Visa Electron/Maestro.7 Technology HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. 2. the Bank has branches in the centres where the NSE/BSE have a strong and active member base. 2.774 shareholders.6 Distribution Network HDFC Bank is headquartered in Mumbai.48.

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. expertise and technology to create a competitive advantage and build market share. giving the customer a one-stop window for all S. Institute of Management.20 - . including working capital finance. The bank is also a leading provider of structured solutions. mutual funds. the Bank has succeeded in leveraging its market position. cash management.8 Business Wholesale Banking Services The Bank's target market ranges from large.V. transactional services. stock exchange members and banks. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporates and agri-based businesses. trade services. companies from the domestic business houses and prime public sector companies. Kadi . It is recognised as a leading provider of cash management and transactional banking solutions to corporate customers. the Bank has made significant inroads into the banking consortia of a number of leading Indian corporates including multinationals. the Bank provides a wide range of commercial and transactional banking services. to build the infrastructure for a world class bank. etc. 2. In each of its businesses. which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. For these customers.The Bank has made substantial efforts and investments in acquiring the best technology available internationally. 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. Based on its superior product delivery / service levels and strong customer orientation.

NetBanking and Mobile Banking. information and advice on various investment avenues. Bill Payments. 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. Local Currency Money Market & Debt Securities.Foreign Exchange and Derivatives. Loans against marketable securities. It is also a leading provider of Depository Participant (DP) services for retail customers. as well as through alternative delivery channels like ATMs. The HDFC Bank Preferred program for high net worth individuals.his/her banking requirements. providing customers the facility to hold their investments in electronic form. The Bank launched its credit card business in late 2001. The Bank also has a wide array of retail loan products including Auto Loans. The Bank is also one of the leading players in the “merchant acquiring” business with over 70. These and fine pricing on various treasury products are provided through the bank's Treasury team. To comply with statutory reserve requirements. Treasury Within this business. Loans. The products are backed by world-class service and delivered to customers through the growing branch network. and Equities. etc. By March 2009. corporates need more sophisticated risk management information.V. the bank had a total card base (debit and credit cards) of over 13 million. the bank is required to hold 25% of its deposits in S. Institute of Management. 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. Personal Loans and Loans for Two-wheelers.000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments. the bank has three main product areas . With the liberalisation of the financial markets in India. Phone Banking. advice and product structures. Kadi . the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions.21 - .

2.V. Institute of Management. Kadi . The Treasury business is responsible for managing the returns and market risk on this investment portfolio.22 - .9 Awards 2009: Asia Money 2009 Awards 'Best Domestic Bank in India' IBA Banking Technology Awards 'Best IT Governance Award .Runner 2009 up' Global Finance Award 'Best Trade Finance Bank in India for 2009 IDRBT Banking Technology 'Best IT Governance and Value Excellence Award 2008 Delivery' Asian Banker Excellence in Retail 'Asian Banker Best Retail Bank in Financial Services India Award 2009 ' 2008 Finance Asia Country Awards for 'Best Bank and Best Cash Achievement 2008 Management Bank' CNN-IBN 'Indian of the Year (Business)' Nasscom IT User Award 2008 'Best IT Adoption in the Banking Sector' Business India 'Best Bank 2008' Forbes Asia Fab 50 companies in Asia Pacific Asian Banker Excellence in Retail Best Retail Bank 2008 S.government securities.

& many more Business Today 'Best Bank' Award 2007 Dun & Bradstreet – American 'Corporate Best Bank' Award Express Corporate Best Bank Award 2007 The Bombay Stock Exchange and 'Best Corporate Social Responsibility Nasscom Foundation's Business for Practice' Award Social Responsibility Awards 2007 Outlook Money & NDTV Profit Best Bank Award in the Private sector category. Business Today-Monitor Group One of India's "Most Innovative survey Companies" Financial Express-Ernst & Young Best Bank Award in the Private Award Sector category Global HR Excellence Awards – 'Employer Brand of the Year 2007 Asia Pacific HRM Congress: -2008' Award . The Asian Banker Excellence in Best Retail Bank in India Retail Financial Services Awards Asian Banker Our Managing Director Aditya Puri wins the Leadership Achievement Award for India S.Financial Services Asiamoney Best local Cash Management Bank Award voted by Corporates Microsoft & Indian Express Group Security Strategist Award 2008 World Trade Center Award of For outstanding contribution to honour international trade services. Institute of Management.First Runner up. Kadi .23 - .V.

Senior Citizens Account.24 - . monthly account statements. 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.V. 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 S. interbranch banking and much more. Institutional Savings Account Current Account: Through current account customers now get a personalized chequebook. Chapter :-3 Products Of HDFC Bank HDFC bank provides very large range of financial product to the customer for their better financial transaction. Institute of Management. Saving Max Account. No Frills Account. Kadi . Bank provide the various saving account like Regular Savings Account. Savings Plus Account.

In an emergency. Institute of Management. Customers can transfer up to Rs. etc. at par cheque. S. Sweep-In Account: It is fixed deposit linked to customers saving account.25 - . they can issue a cheque or use their ATM Card. between the four metros. They can also avail of cheque clearing between the four metros.V. Customers also get privileges like fee waivers. So. Kadi . Get cash delivery/pickup to Rs 25000/. The money is automatically swept in from their fixed savings account. HDFC Bank Plus: Apart from Regular and Premium Current accounts Bank also have HDFC Bank plus and a current account. even if their savings account runs a bit short. enhanced ATM withdrawal limit. outstation cheque clearance facility. 50 lacs per month at no extra charge.HDFC Bank Preferred: A preferential savings account is provided where customers are assigned a dedicated relationship manager. and priority locker allotment. free Demat Account and lower interest rates on loans.home delivery of Demand Drafts. Super Saver Account: It gives an overdraft facility up to 75% of customers Fixed Deposit. customers can access their funds while their Fixed Deposit continues to earn high interest. who is their one-point contact.

Two Wheeler & Consumer Loans: Now the Bank helps its customers to buy the best durables for their home. S. education. The customers can also access their Demat account on the Internet. Bank’s loans come to people in easy-to-pay monthly installments.26 - .Demat Account: Protect their customer’s shares from damage. Personal loans: Customer’s can now take a loan up to 3 lacks for a wedding. Institute of Management. till Rs 20 lacks. loss and theft. Loans for every need: Now. either new or used! And the loans come to the customers with easy documentation and speedy processing at attractive interest rates. New car loans and used Car Loans: The Bank also provides finance up to 90% of the cost of a car. 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. purchase of a computer or an exciting holiday. and are available with easy documentation and quick delivery.V. Kadi . they can get a loan against shares of up to 65% of the market value of their shares.

customers benefit from expert advice on choosing the right funds based on in-depth market analysis. backed by unmatched features and world-class service. accepted worldwide from a world-class Bank. Forex Facilities: The forex Facilities provide-avail of foreign currency. Kadi . children’s plan and personal plan from HDFC standards life insurance co.27 - . NRI Services: Here the Bank provides a comprehensive range. S. which ensures NRIs all the banking support they need. 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.Mutual Funds: Apart from a wide choice of mutual funds to suit customer’s individual needs. they can transfer that balance to this card at a lower interest rate. ltd. gold or health plus credit card. If they have outstanding balance on their other credit card.V. International Credit Card: Here the customers get an option of sliver. Institute of Management.

To withdraw cash. It won’t be just if I start explaining what an ATM is. ATMs must tell you they charge a fee and its amount on or at the terminal screen before you complete the transaction. you generally insert an ATM card and enter your PIN. Check the rules of our institution and ATMs you use to find out when or whether a fee is charged. or transfer funds between accounts. S. 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. ATMs and cash dispensers are by far the largest investment ever made in electronic self-service by financial institutions.2 ATM Automated Teller Machines or 24-hour Tellers are electronic terminals that let you bank almost anytime. Institute of Management. By the direct banking channel the customer of the bank can also access their transaction.28 - . Kadi .V. 4. make deposits. 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. We will discuss the various banking channel in brief.

3000/. 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. 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. Ultra Fast Cash opetion allows you to withdraw Rs. ATMs do provide a larger set of functions. Cash withdrawal: Withdraw up to Rs. We already know that cash dispensing as a dedicated function is a sustainable applications. check cashing and even cash dispensing to the c-stores and grocery stores.50. Institute of Management. Funds Transfer: Transfer funds from one account to another linked account in the same branch. the question is whether that application can be incorporated successfully into a more complex consumer product that offers multiple applications. The banks are losing the cashiers checks. There are now over 1. Balance Enquiry: Know your ledger balance and available balance Mini Statement: Get a printout of your last 8 transactions and your current balance. PIN Changes: Change the Personal Identification Number (PIN) of ATM or Debit card. 000/.Over US$ 40 billion has been invested in simply buying these machines and many times that in running them.V.in one shot. Fast cash options provide the facility of withdrawing prefixed amounts. ticket sales or money orders.29 - .1 million machines operating in over 140 countries worldwide. Kadi . Deposit Cash / Cheques: Available at all full function ATMs. Payments: S.per day from your account. such as check cashing.

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

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 S.anytime. anywhere. telephone and electricity bills using your ATM Card. Stay totally in control and ensure complete security for your ATM Card. Bill Pay Pay your cellular. Institute of Management.PIN change Your can conveniently charge your (PIN) given at the time of opening your account) whenever you wish. Presenting one more way for Net Banking. 4. Providing up-to-the-second account information. Anytime cash deposits Your cash or cheques can be deposited into your account and the ATM will immediately print a receipt for the same. Net Banking manages customer’s account from the comfort of costumer’s mouse.3 Net Banking Net Banking is HDFC Bank’s Internet Banking service. Say goodbye to long queues and paper work.V. Customer can now call the Phone Banking numbers in your city to register for Net banking. Kadi .31 - .

switch on your PC instead. Mobile Banking is a service that allows you to do banking transactions on your mobile phone without making a call.32 - . View the Net Banking Demo and see how easy it is it use. 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 S.Benefit of Net Banking Internet Banking is the most convenient and powerful way to manage customer’s account. Institute of Management.V. Using industry-standard technologies and infrastructure.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. So next time you think of visiting your branch. HDFC Bank’s Net Banking is secure. Net Banking is Real Time. Kadi . giving them complete control over their finances. 4. from anywhere. or turn to wait for. our service gives you peace of mind. giving them up-to-the-second details on customer’s account. It can be accessed anytime. with our unique Mobile Banking services. There are no queues to stand in. With Net Banking you are in control.

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

4.5 Phone Banking Now your bank account is now just a phone call away. Also. Through Phone Banking you can: • Check your account balance. How do avail of this service? a) If you are opening an account with the bank. the Cellular Service Provider may levy a nominal Value Added Services (VAS) charge for the SMS facility. you do not incur any airtime charges in making a phone call from your mobile phone. Kadi . • Enquire on your fixed deposits / TDS. However. S. b) If you already have an account with the bank. Institute of Management. • Enquire on the cheque status. • Have a mini statement faxed across to you.34 - . Alternatively you can fill this form and hand it over to your nearest branch. Does it cost anything? No. 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. • Request for a cheque book / Account statement. you can apply for MobileBanking through the combined Direct Banking Channels form. You can download the form and call for a sales representative. since you are using the text messaging service from your mobile phone.V. you can apply for MobileBanking through the account opening document. this service is brought to you FREE from HDFC Bank.

Weekly balance of account. Delhi. everyday. Kolkata. This information can be given to the customers via SMS on their mobile phone. Chennai. or through an email to their mail id or both. • Report loss of your ATM /Debit Card. Chandigarh and Pune.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. in Mumbai. 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. Banglore. • Open a fixed deposit • Request for Demand Draft / Managers Cheques. Institute of Management. Salary Credit or Frequency based e. Alerts acts as an important value add in the service that bank provide to the customers. • Transfer funds amongst your linked accounts • Pay utility and HDFC Bank Credit Card bills. Alert could either be event based e. Phone banking facility is available round the clock. • Do stop cheque payments. Types of alerts: S. Alerts also increase the Brand Recall of the bank in the minds of customers. 4. Ahmedabad.g. as it will help in proactively informing the customers about their bank account related activities.35 - .g. • Product information. Kadi . Hyderabad.V.

The customer can register for any or all of the following alerts. 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 S. Kadi . company will be giving there employees an account that makes banking a pleasure for them.V. 4. Institute of Management. • 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. While corporate save time and money by directly crediting there employees’ salary nation-wide at one go.7 Insta Query Insta query is a service that allows you to do a banking transaction on your mobile phone without making a call.36 - .

37 - .• Request for Internet PIN re-generation How does it work? Insta Query works through a set of text messages (SMS).V. With SMS you can perform a wide range of query-based transactions from your mobile phone. without even making a call.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) S. You will receive the response in the form of a text message on your mobile phone screen within a few seconds. Kadi . Chapter :-5 Research Methodology 5. Institute of Management. All you need to do is to type in the specified code for the transaction as a text message and send it to 5676712.1 Research Topic: In the Depth Study of Customer Awareness & Perception towards E-Banking (Direct Banking Channel) of HDFC BANK in Palanpur City 5.

journals. S. Institute of Management.• To know for which transaction customers are using E-Banking Channel (Direct Banking Channel) 5.38 - .  The responses of the customers may be biased.V. The research design has taken descriptive and exploratory research design because it preplanned and structured design which gives perfect result.  This study is limited only to the customers of the HDFC bank. 5. website of HDFC BANK and various website. structure.3 Research design: Research design is the plan. Palanpur.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. Kadi .4 Data Collection: • Primary Data: Primary data has collected by the structured questionnaire • Secondary Data: Secondary data has collected from the various magazines.6 Limitations There are certain limitations of this project report which are listed below. and strategy of investigation conceived so as to obtained answers to research questions. 5.

00% Total 250 100.39 - . Institute of Management.V. Chapter :-6 Data analysis and interpretation Que-1 Which type of account you have in HDFC Bank? Frequency Percentage Saving 215 86.00 S.20% Fix Deposit 2 0.00% Current 13 5.80% Salary 20 8. Kadi .

80% Current. Institute of Management. Type of Account Salary.6% Weekly 81 32.00% Interpretation: Out of 250 respondent that we take for our survey 86% have a saving account.6% Ones in a month 56 22.8 % of our respondent have a fix deposit account in the bank.00% Fix Deposit.40 - . Kadi . 0.4% Two time in month 64 25.20% Saving. Que 2 How often do you visit the bank? Frequency Percentage Daily 24 9.V.8% have a salary account and 0. 5. 5% have a current account .4% Rarly 25 10. 86. It means that the bank has a very good amount of saving account customer compare to the other account.0% S. 8.0% Total 250 100.

Visit of the Bank

Rarly, 10.00% Daily, 9.60%

Ones in a
month, 22.40% 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 169 67.6%
Cash W/d 225 90.0%
Demand Draft 18 7.2%
Balance Inquiry 50 20%
Other 28 11.2%

S.V. Institute of Management, Kadi - 41 -

Purpose for visit the Bank

100.0% 90.0%
90.0%
80.0% 67.6%
70.0%
60.0%
50.0%
40.0%
30.0% 20.0%
20.0% 7.2% 11.2%
10.0%
0.0%
Chaque W/d Cash W/d Demand Balance Other
Draft Inqury

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 Percentage
Branch Banking 187 74.8%
E-Banking 63 25.2%
Total 250 100.0%

S.V. Institute of Management, Kadi - 42 -

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?

S.V. Institute of Management, Kadi - 43 -

10.40% Strongly Disagree.V.20% Interpretation: As far as customer’s perceptions regarding safety and security is concerned.00% 12.40% Agree.4% Total 250 100.00% Can't say. Institute of Management. 2. Kadi . That shows that they believe that the banking through e-channel is safe and secure for their transaction.0% Perception towards safty and secutity of E- Banking Strongly disagree. Que 6 Are you aware about the below e-banking channel? S. 28.0% Strongly disagree 6 2. agree.4% Disagree 30 12.44 - .0% Agree 118 47. More than 50% respondents are agree with the statement. 47. 28. Frequency Percentage Strongly agree 25 10.2% Can't say 71 28.4% respondent have neutrals opinion towards the statement.

Bank give free ATM card to the customer when he opens his account it will create this result. 100. S. Institute of Management.(1) ATM ATM Yes 250 100.0% Yes.0% No 0 0.45 - .0% Interpretation: Out of 250 respondents that we take for our survey 100% Customers are aware with the ATM facility.0% 250 100. Kadi . 0.V.0% Awareness of ATM No. The ATM is very good DBC for withdrawal cash and it reduce the burden of the work of branch.

S.2 % Customer are not aware with the net banking facility.2% 250 100. Institute of Management.8% Interpretation: Out of 250 respondent that we take for our survey 52.(2) Net Banking Net Banking Yes 132 52.V.46 - .0% Awareness of Net Banking No. 52. This is the result of the strategy which is adopted by the bank to create the awareness of net banking.8% Customers are aware with the met banking facility of the HDFC Bank in palanpur city and 47.2% Yes. Kadi . 47.8% No 118 47.

56.V.6% Customer are aware with the facility of mobile banking.47 - . 43. Kadi .6% No.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. Institute of Management.6% No 141 56.(3) Mobile Banking Mobile Banking Yes 109 43. S.0% Awareness of Mobile Banking Yes. Mobile banking is very important direct banking channel which will help the bank to reduce the burden of the work.4% 250 100.

Institute of Management. Kadi . This the result of the marketing strategy which adopted by the bank for create the aware ness of phone Banking.48 - .V.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. 36.(4) Phone Banking Phone Banking Yes 90 36.0% No. S. 64.0% Awareness of Phone Banking Yes.0% 250 100.0% No 160 64.

44. 56.V.0% No 110 44.(5) Insta alert Insta alert Yes 140 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. S.0% Awareness of Insta alert No. Institute of Management.49 - .0% Yes. Kadi .0% 250 100.

(6) Insta Query Insta Query Yes 21 8.6% 250 100.4% No 229 91. Kadi .6% Interpretation: Out of 250 respondents that we take for our survey only 8% customer are aware with the Insta query Facility and 91.V. Insta query is very S.4% No.50 - . 8. In all direct banking channel the awareness of Insta query is very low. Institute of Management.6% customer are not aware with the facility of Insta query. 91.0% Awarewness of Insta Query Yes.

0% S. Kadi . Que 7 Have you ever done any transaction through below e-Banking Channel? (1) ATM ATM Yes 245 98. Institute of Management. Bank should focus more for create awareness of Insta query.0% 250 100.51 - .0% No 5 2. 98.V.useful Direct Banking Channel.0% Yes. 2.0% Transaction through ATM No.

(2) Net Banking Net Banking Yes 55 22. 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.0% No. 78. Institute of Management.0% 250 100.0% Transaction through Net Banking Yes.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. Kadi .52 - . 22.0% S.V.0% No 195 78.

12. Institute of Management. 88.0% No 220 88. Kadi .2% and transaction through net banking is only 22%.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. (3) Mobile Banking Mobile Banking Yes 30 12.0% No. The aware ness of net banking is 47.0% Transaction through Mobile Banking Yes.0% 250 100.0% S.V.53 - .

The awareness of mobile banking is 43.2% 250 100.0% Transaction through Phone Banking Yes. This is the perception of the customer regarding the use of the mobile banking.6 % but use of mobile banking is only 12%.V. 8.54 - . Institute of Management.2% S. (4) Phone Banking Phone Banking Yes 22 8.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. Kadi .8% No. 91.8% No 228 91.

2% customer are not using the phone banking for their transaction.4% 250 100. Kadi . This indicates the perception of the customer towards the use of phone banking.V. The awareness of phone banking is around 36% but only 8.85 customers are using the phone banking facility for their banking transaction.4% S. 3. Institute of Management. Though the customer are aware with the phone banking.6% No.6% No 241 96.Interpretation: Out of 250 respondents that we take for our survey 8.0% Transaction through Insta Query Yes. (5) Insta Query Insta Query Yes 9 3. 96.8% customer of the bank are using the phone banking facility for their banking transaction and 91.55 - .

0% Total 6 100.56 - . Institute of Management.6%. Kadi . Que 7 (B) If no than what is the reason for not using E-Banking Channel? (1) ATM ATM Lack of Information 0 0.0% Rason for not using ATM Lack of Information.0% Security.0% S.0% Other.4% and use of Insta query is 3. 100. The awareness of Insta query is 8.4% customer are not using the Insta query for their transaction. Fear about 0.0% Fear about Security 0 0.Interpretation: Out of 250 respondents that we take for our survey only 3.V.0% Other 6 100.6% customer are using the Insta query for their transaction and 96. 0.

23.0% Reason for not using Net Banking Fear about Security.2% Fear about Security 11 5.2% Lack of Information.6% Other 46 23.6% Other. Kadi .V. Institute of Management. 71.57 - .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. They have a other reason for not using the ATM facility.2% Total 198 100. 5. 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. (2) Net Banking Net Banking Lack of Information 141 71.2% S.

Institute of Management.5% Other. Kadi .2% customer responded that they have a other reason for not using the net banking facility like no use of the facility.0% Lack of Information. 71.Interpretation: In above graph we can that the customers who are not using the net banking facility have a different reason for it.5% S.58 - . 4. In above graph we can that only 5.0% Reason for not using Mobile Banking Fear about Security. 24.5% Other 53 24.0% Total 221 100. More than 71.V.6% customer have a fear about security and 23.2% customers who are not using the net banking facility have a lack of information about the use of net banking facility.5% Fear about Security 10 4. (3) Mobile Banking Mobile Banking Lack of Information 158 71.

4% Other 51 22. (4) Phone Banking Phone Banking Lack of Information 164 72.7% Total 225 100.5 % customer have a fear about security in doing the transaction through net banking channel.V.5% customer who are not using the mobile banking facility because of lack of information and only 4.59 - .4% Other. Kadi .9% S. 22.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. 72.7% lack of Information. In above graph we can that 71. Institute of Management.0% Reason for not using Phone Banking Fear about Security. 4.9% Fear about Security 10 4. 24% customer who are not using the net banking facility they have no use of the net banking service.

8% Other.6% Total 130 100. Kadi .6% Lack of Information. 14.8% Other 19 14.22% customer have no use of the phone banking facility and only 4.6% Fear about Security 1 0. In above graph we can72. 84.0% Reason for not using Insta alert Fear about Security. Institute of Management.V.60 - .9% customer who are not using the Phone banking facility have a reason that they have lack of information for phone banking facility. 0. (5) Insta alert Insta alert Lack of Information 110 84.4% customer are not using the phone banking facility because of the security reason.6% S.Interpretation: The customers who are not using the phone banking facility have different reason for it.

0% Reason for not using Insta Query Fear about Security. Institute of Management.8% S.V. 84. 10. (6) Insta Query Insta Query Lack of Information 213 88.6% customer are not using the facility because of the other reason. 88.4% Other.8% Fear about Security 1 0.8% Lack of Information.61 - .6% of the customer who are not using the Insta alert facility because of lack of information and 14.8% Total 240 100.Interpretation: In above graph we can see that the customer who are not using the Insta alert facility because of various reason. Kadi . 0.4% Other 26 10.

Institute of Management.6% Deposit Cheque 37 15.3% Request Cheque Book 86 35.8% 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.62 - .1% Other 0 0.0% S. Kadi .V. In above graph we can that 10.1% Balance inquiry 220 89.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. Que 8 What is your purpose for using E-Banking channel? (1) ATM ATM Withdraw Cash 244 99.8% Pay bill 8 3.

0% 99.0% 15.1% 40. Institute of Management.6% of the customer are using the ATM for withdrawal cash and 89. That is the good for the bank because it will help the bank to done the transaction fast.6% Othere 0 0.3% 0.1% customer use the ATM for Deposit the Chaque and only 3.99.8% of the customer are use the ATM for their balance Inquiry.0% 60.0% S.8% 80.6% 100.7% Statement request 24 43.4% Fund Transfar 33 60. 15.63 - . Out of that 98% .1% 3. Purpose for Using ATM 120. (2) Net Banking Net Banking View balance 53 96.V.0% 20.0% Order Chequebook 15 27.3% customer use the ATM for paying bill.0% With Cash Deposit Balance Paybill Request cheque inquiry Cheque Book Interpretation: Out of 250 respondents that we take for our survey 98 % Customer are using the ATM for their transaction.0% 35. 35% customer are using the ATM for request a Chaque book.0% 89. Kadi .3% Paybill 7 12.

12.4% 100.7% inquire Chauque status 4 13. 60% customer are using the net banking for fund transfer.3% customer are using the net banking for order a Chaque book .3% 12.0% 43.3% Statement Request 0 0. Out of that 22%.0% 80.4% customer using the net banking for view the balance.0% 27.7% of the customer are using the net banking for pay bill and 43.0% Othere 0 0.64 - .0% S. 96. Purpose for Using Net Banking 120.0% 96.0% 0. Kadi .0% 0. Institute of Management.7% 20. In above graph we can see that the net banking mostly use for view account balance. (3) Mobile Banking Mobile Banking Balance detail 30 100.0% 60.6% 40.27.0% Statement View balance Paybill Chequebook Othere Transfar request Fund Order Interpretation: Out of 250 respondents that we take for our survey 22% customer are using the net banking for their transaction.0% 60.V.6% of the customer are using the net banking for Statement request.0% Request cheque 11 36.

0% 0.3% loan Related 2 9.V. Most of the customer use the mobile banking for only two transaction that are know the balance detail and request a Chaque book.3% 0.7% 40.0% 60.0% S.7% customer are using the mobile banking for request Chaque book. Institute of Management. Purpose for Using Mobile Banking 120. Out of that 12% of the customer 100% use the mobile banking facility for their balance detail.0% 20.0% 13.65 - . (4) Phone Banking Phone Banking Acount balance 21 95.0% 36.0% Other 0 0.0% 100.0% Statement Request Chauque Balance othere cheque Request inquire detail status Interpretation: Out of 250 respondents that we take for our survey 12% Customer are using the mobile banking facility of the bank.0% 100.1% Fund Transfar 1 4. Kadi .0% 0.36.5% chaque status 3 13.0% 80.5% Pay your bill 0 0.6% Order chaquebook 6 27.

0% 40.2% inquire Chaque 1 11. (5) Insta Query Insta Query Request Chaque 3 33. 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.0% 13.0% 0.3% 20.0% S.8% Customer are using the Phone banking facility for their banking transaction.0% 80.1% 4.8%.5% 100. Institute of Management.5% 0.3% Request stat 2 22. 13.0% 60. Purpose for Using Phone Banking 120.0% Trans. History 4 44.V. Kadi .0% 95.1% Balance inquire 9 100.1% customer are using the Phone banking facility for their loan related query.0% 27.5% Customer use the phone banking facility for getting their balance detail. Out of that 8. 95.6% 9. 8.0% chaquebook Pay your bill balance chaque loan Related Transfar Other Acount status Fund Order Interpretation: Out of 250 respondents that we take for our survey. 27.0% 0.8% customer are using the phone banking facility for order a Chaque book .66 - .6% of the customer are using the phone banking facility for their Chaque status and 9.4% Othere 0 0.

3% 22.0% Request Request inquire Balance Trans.0% 11.4% DS 1 0. 100 % respondent is using the Insta query for getting their balance detail and 33.2% 20. In above graph we can see that 44. Kadi .6%. Out of that 3.0% 33. Purpose for Using Insta Query 120.4% 40.V.0% 80.4% S.0% 44. Othere chaque stat chaque inquire History Interpretation: Out of 250 respondents that we take for our survey only 3.0% 60.0% 0. Que 9 How much you satisfied with the below E-Channel? (1) ATM ATM HDS 1 0. Institute of Management.0% 100.6% customers are using the Insta query.0% 100.4% customer using Insta query facility for the transaction history which is the very useful advantage of Insta query.4% Can't say 6 2.3% customer is using the inst query for request a Chaque Book.67 - .1% 0.

0.8% Interpretation: In above graph we can see that 80% customer are highly satisfied and very few around 0. 0. Kadi . 2.2% Can't say 196 78. 80.8% Total 250 100.0% HS 202 80.4% S 23 9.0% HS.0% Satisfaction with ATM HDS. S 40 16. Institute of Management. 16. This is the result of the service that provided by the bank.0% DS 3 1.4% Can't say.68 - .V.4% S.4% DS.4% customer are highly dissatisfied with the service of ATM of the HDFC Bank.2% S. (2) Net Banking Net Bannking HDS 0 0.

4% S. HS 28 11.2% S. Institute of Management.2% Customer are satisfied are satisfied with the net banking facility of the bank. 11.V. 11. Kadi .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.0% Satisfaction with Net Banking HDS.2% Can't say.2 % Customers are highly satisfied and 9. 9.69 - .0% HS. 0.2% Total 250 100. 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. 1.2%DS. 78. (3) Mobile Banking Mobile Banking HDS 1 0.

6% Interpretation: In above graph we can see that 4.V. Kadi . It mean that bank provide very good service to the customer in mobile banking service.0% Can't say.8% 0. (4) Phone Banking Phone Banking HDS 0 0.2% Can't say 219 87.8% Total 250 100. DS 3 1.4% S.6% S 15 6.4 % of the customer of the bank are highly dissatisfied with the facility of the bank. 87.70 - .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 0.0% Satisfaction with Mobile Banking HS.0% HS 12 4.4% DS.6% Can't say 226 90.0% DS 4 1.2% S. Institute of Management. HDS. 4. 6. 1.

0% Satisfaction with Phone Banking HDS.0% DS.4% Interpretation: In above graph we can see that approximately 8 % customer are satisfied with the facility of the bank and only 1. 4.8% Total 250 100.6 % customer are dissatisfied with the phone banking facility of the bank. 90.71 - . Kadi . 1.2% HS 12 4. 3. Institute of Management. 0.V.8% S.2% Can't say.6% HS. S 8 3. 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 S.

0% Satisfaction with Insta alert HDS.4% Can't say 119 47.4 percent customer is dissatisfied with the Insta alert facility of the bank. Here we can see that only 2. 24.6% S 65 26.4% Can't say.72 - . It mean that the bank provide very good service of Insta alert facility to the customer (6) Insta query S.0% Total 250 100.0% Interpretation: In above graph we can that around 50% customer of our survey is satisfied with the Insta alert facility of the bank. HDS 0 0.0% DS 6 2. 2. Kadi . Institute of Management.V. 26.0% DS.0% 47.0% HS 60 24. HS.6% S. 0.

6% Interpretation: In above graph we can see that 1.0% HS. 97. 0.6% Total 250 100.6% Can't say.4% DS 0 0. Insta Query HDS 1 0.4% HS 4 1. Que 10 Accoridng to you Customer care facility of HDFC Bank is? S.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% S 1 0. Institute of Management.4% S.V.6% Customer has a natural opinion towards the Insta query facility of the bank because they have not use this facility of the bank.6% customer are highly satisfied and 0.0% Satisfaction with Insta Query HDS. Kadi .4% DS.73 - . 0. 1.0% Can't say 244 97. 0.

6% Total 250 100.V. Kadi .8% Good 179 71. 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.6% Bad 24 9. Frequency Percentage Excellent 47 18.0% Customer Care Facility Excellent 19% Bad 10% Good 71% Interpretation: Customer care facility is very important for the direct banking channel of bank.74 - . Institute of Management. Chapter:-7 Findings And Recommendation S.

banking channel is safe and safe secure.75 - .  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 S.  Most of customers are believe that the branch banking is more convenient way for banking  Most of respondents believe that the banking through e.After studying about the awareness and perception of the customer towards the E- Banking Channel of HDFC Bank. Findings  In our study we find that 100% respondents are aware with the ATM facility and around 52.  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. But the awareness of Insta query is only 8.  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.8 % respondents are aware with the net banking facility of the bank.8%.V. Around 56% customers are aware with the Insta alert facility of the bank. Following findings and suggestions are based on our research analysis in context of E-banking channel (Direct Banking Channel).  There is very different between the awareness and use of the direct banking channel of the bank. Institute of Management. The customers are aware with the different direct banking channel but they have not use the particular direct banking channel of the bank. Kadi .

 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.  The result of the study show that customers are using only few facility of various e- banking channel for example ATM for view balance and cash withdrawal etc. Customer should be made aware of these services and must be encouraged to use the same. 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.banking provides a full gamut of various services. Kadi . Though e. This would prompt the customers to shift from traditional brick and mortar channel. These customers should be targeted by the bank and must be convinced to use the same.76 - . Chapter:-8 Hypothesis Testing S.  The best way to motivate the customer to use the e. spread awareness about computer and net banking.V.  The bank may improve existing facilities in rural areas through advertising. 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. Institute of Management.banking is the most efficient customer care service.

Z * σр = 0. Kadi .96 σр = √ PH 0 x qH 0 / n =√ (0. n=250.8654 +1.54% respondent are not using the saving account PHo= 0.96 -0. So here the value of Z tests that is -0.54% respondents are using the saving account in the Bank and the alternative hypothesis is 86.96 0 Interpretation: For above test.86.022 Acceptance Region U.1346.022 = 0. α=0.05.9085 L.L = PHo + Z * σр = 0. Institute of Management.96 * 0.54% respondents are not using the saving account.245 Reject Region Reject Region -1.245 +1.54% Null hypothesis: 86.54%* respondent are using the saving account  H1:p:= 86.PHo σр = 0. Z=1.54% Alternative hypothesis: 86.14.8654 0.245 lies in the acceptance region.1 ‘Z’ Test Test-1  Ho:p:= 86. QHo= 0.8223 Z = P.L = PHo .022 = 0. q= 0.022 = -0. P= (215/250) = 0. the hypothesis is 86.8654 -1. There fore do not reject Null Hypothesis [*Source: Previous study of the Bank on E-age banking by Ansuya] S.96 * 0.1346) /250 = 0.V.8654.86-0. 8.77 - .8654*0.

48) /250 = 0.96 * 0. P= (81/250) = 0. For this test the hypothesis is 52% respondents are visit the bank weekly.52 +1.48.125 Reject Region Reject Region -1.96 σр = √ PH 0 x qH 0 / n =√ (0.05.96 0 +1.96 * 0.52 0.PHo σр = 0.52 -1. QHo= 0.Z * σр = 0.6.96 .4573 Z = P.L = PHo .6760.V.032 Acceptance Region U.3240. Institute of Management.125 is lies in the rejection region.032 = 0.125 Interpretation: Above hypothesis test is related with the customer visit in the Bank.52 Alternative hypothesis: 52% respondent are not visit the bank weekly PHo= 0. But the Z test value -6.52.L = PHo + Z * σр = 0. α=0. Z=1. q = 0.032 = 0.125 . Test-2  Ho:p:= 0.78 - .52*0.6. n=250.5827 L.3240-0.032 = -6. Kadi . There for here reject the null hypothesis and accept the alternative hypothesis [*Source: Previous study of the Bank on E-age banking by Ansuya] S.52 Null hypothesis: 52%* respondent are visit the bank weekly  H1:p:= 0.

79 - .2847 Z = P.08 Interpretation: Customers of the bank are visiting the bank for various purposes. Kadi . P= (196/250) = 0.3435 -1.3435*0. q= 0.Z * σр = 0.L = PHo .96 * 0.96 * 0.3435 +1.3435 Null hypothesis: 34. For above test the hypothesis is 34. Z=1.030 Acceptance Region U.030 = 0.0.PHo σр = 0.V.030 = 0.L = PHo + Z * σр = 0.6565. 1 [*Source: Previous study of the Bank on E-age banking by Ansuya] S.35 % customer are visit the bank for the chaque deposit purpose.6760. But in this test the Z value 11.6760-0.05.4023 L.3435 0. Test-3  Ho:p:= 0.35% respondent are not come to the bank for chaque deposit PHo= 0.96 σр = √ PH 0 x qH 0 / n =√ (0.6565) /250 = 0.3435 Alternative hypothesis: 34. Institute of Management.35%*1 respondent are come to the bank for chaque deposit  H1:p:= 0.3240.0. n=250.08 Reject Region Reject Region -1.08 lies in rejection region so here reject the null hypothesis and accept the alternative hypothesis.030 = 11.96 11.3435.96 0 +1. α=0. QHo= 0.

2520. So here the value of Z test rejects the null hypothesis. P= (63/250) = 0. Page no66] S.7008 L.05. Z=1.Z * σр = 0.64 Alternative hypothesis: According to 64%.51 Reject Region Reject Region -12.031 = 0.96 * 0.96 σр = √ PH 0 x qH 0 / n =√ (0. July-2008 .0.64 +1.L = PHo + Z * σр = 0.PHo σр = 0. Kadi .031 Acceptance Region U. Test-4  Ho:p:= 0.2520-0. E- Banking is more convenient way for Banking  H1:p:= 0. Institute of Management.64 -1.031 = -12.36.7480 n=250.64 Null hypothesis: According to 64%* respondent.031 = 0.96 * 0.64. E-Banking is not more convenient way for Banking PHo= 0. [Source: A Case Study on Customer’s perception towards E-Banking with special Reference to Jaipur City by Prof. Professional Banker.36) /250 = 0.0.5 1lies in the rejection region. q = 0.V.51 -1.96 Interpretation: For above test the hypothesis according to 64% respondents the e-Banking is the more convenient way for banking.0.L = PHo . QHo= 0.96 0 +1.80 - .64*0. But the value of Z tests -12.64 0. Sumeet Gupta.5792 Z = P. α=0.

5 0.36 1.2 1.19 3 1 16 21.2 -1.69 0.2 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: Net Banking Aware Not Aware Total <25 19 12 31 25-35 84 68 152 35-45 16 25 41 45-55 10 8 18 >55 3 5 8 132 118 250 (Fo- Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe 1 1 19 16.488 S.7 13.41 1 2 12 14.6 -5.6.8 1.6 6.38 Chi- Square 5.45 3 2 25 19.4 5.6 31.76 0.08 Acceptance Region 5.6 6.08 9.V.25 0.2 1.5 -0.34 5 2 5 3.44 0.03 5 1 3 4.8.44 0.46 2 1 84 80.36 1.125 . Kadi .5 0.62 4 1 10 9.76 0.5 0.81 - .6 31.7 13.3 3.4 2.25 0. Institute of Management.69 0.6 -2.17 2 2 68 71.03 4 2 8 8.7 -3.

49 0.1 4.8 -0.34 3 2 28 23.7 32.25 0.9 24.9 -4.38 3 1 13 17.5 2.01 1. Institute of Management. Kadi .2 0.5 2.5 1.04 4 1 7 7.125 .25 0.7 -5.488 S.64 0.49 2 2 80 85.8 0.7 32. (2) Mobile Banking: Mobile Banking Aware Not Aware Total <25 15 16 31 25-35 72 80 152 35-45 13 28 41 45-55 7 11 18 >55 2 6 8 109 141 250 (Fo- Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe 1 1 15 13.5 1.64 5 2 6 4.3 5.V.01 1.83 Acceptance Region 4.83 9.5 2.5 2.50 Chi- Square 4.64 0.08 4 2 11 10.82 - .9 24.25 0.49 0.13 2 1 72 66.17 1 2 16 17.25 0.5 -1.06 5 1 2 3.5 -1.8 0.6.

44 0.8 14.81 0. (3) Phone Banking: Phone Banking Aware Not Aware Total <25 15 16 31 25-35 57 95 152 35-45 12 29 41 45-55 4 14 18 >55 2 6 8 90 160 250 (Fo- Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe 1 1 15 11.8 14.28 5 2 6 5.96 4 2 14 11.6.V.3 5.3 5.9 0.5 -2.25 0.5 6.81 0.9 -0.3 -2.8 7.5 6.94 9. Institute of Management.7 2.10 2 2 95 97.8 -2.94 Acceptance Region 4.53 3 2 29 26.29 0.25 0.9 0.1 0.44 1.73 2 1 57 54. Kadi .16 Chi- Square 4.2 2.84 0.5 2.29 0.29 1 2 16 19.125 .8 7.84 0.83 - .05 3 1 12 14.54 5 1 2 2.8 -3.488 S.30 4 1 4 6.2 3.

25 0.1 -1.9 1.01 0.52 S.5 0.25 0.6.1 1. (4) Insta alert: Insta Alert Aware Not Aware Total <25 17 14 31 25-35 85 67 152 35-45 24 17 41 45-55 9 9 18 >55 5 3 8 140 110 250 (Fo- Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe 1 1 17 17.01 1 2 14 13.21 0.21 0.1 -0.5 0.04 3 2 17 18 -1 1 0.4 0.488 0.12 4 2 9 7.4 0.4 -0.06 5 2 3 3.125 .5 -0.00 2 2 67 66.V.1 1.9 0.6 0.00 3 1 24 23 1 1 0.07 Chi- Square 0.1 0.1 0.52 Acceptance Region 9. Kadi .16 0. Institute of Management.15 5 1 5 4.16 0.06 4 1 9 10.01 0.5 0.84 - .01 2 1 85 85.

06 3 1 3 3.84 0.6 3.6 0.125 .8 7.4 0. (5) Insta Query: Insta Query Aware Not Aware Total <25 6 25 31 25-35 10 142 152 35-45 3 38 41 45-55 0 18 18 >55 2 6 8 21 229 250 (Fo- Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe 1 1 6 2.69 0.23 Chi.41 2 1 10 12.16 0.8 7.16 0. Institute of Management.V.4 -0. Kadi .50 4 2 18 16. 9.4 11.85 - .69 2.45 1 2 25 28.4 11.25 0.00 4 1 0 1.5 2.2 2.61 2 2 142 139.4 0.84 0.488 Square 9.3 1.86 Acceptance Region 9.5 -1.860 S.488 9.8 -2.3 1.25 1.14 5 1 2 0.56 0.5 2.7 1.3 -1.6.4 -3.56 4.5 1.05 3 2 38 37.41 5 2 6 7.

Mobile banking.86 - . Institute of Management. September 2008.86. But the chi-square value of Insta query lies in the rejection region of the chi-square distribution.V.Interpretation of Chi-square: In above chi-square test the chi. Profesional Banker. The table value of chi-square at the 5% significance level and 4 degree of freedom is 9.488. Kadi . Page NO: 66] S. Phone Banking and Insta alert lies in the acceptation region of the chi-square distribution. The chi-square value of Net Banking.square value is different for various E-channel of the bank. So here the chi-square value of Insta query rejects the null hypothesis which is 9. [Source: A case study on Customer awareness and perception towards Banking Channel of Kotak Mahindra Bank by Prof: Varsha Virani.

July 2003 Page No 66  A case study on customer awareness and perception towards banking channel of kotak Mahindra Bank by Varsha Virani.com S.iba.com  www. March 2009 Page No 66 Website  www.kotaksecurities. March 2009 Page No 62  A case study on customer perception of ATM services by N. R. Rubin  Statistics for Management 7th edition by Richard l.Uppal.K.V. Kadi . Judge and seema sanghi. Professional Banker. Robbins. Professional Banker.Timothy A.87 - .13th edition by Stephen P.rbi.com  www. Sumeet gupta.com  www. Levin & David S.Page No 157  Market Reaserch 7th ediltiion by David J.  A case study on E-Delivery channels in Banks customer perception by Dr. Chapter:-9 Bibliography Books and Magazine  Organization behavior.Luck and Ronald s. Rubin.hdfcbank. Sakthivel Professional Banker. Institute of Management. 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.

Institute of Management. Here I request you to answer the following question and help me in my work. Kadi .V. (1) Which type of account you have in HDFC Bank? (1) Saving (2) Current (3)Fix Deposit (4) Salary (2) How often do you visit the bank? (1) Daily (2) Weekly (3) Two time in a month (4) Ones in a month S. 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 ensure you that the answer given by you will be kept confidential and use for academic purpose only. Chapter:-10 Annexure Questionnaire No: Dear Respondent. We are the student of first year MBA programme from S. Institute of Management.V. Kadi. We have selected “customer awareness and perception towards E-Banking channel (Direct Banking Channel) for our research topic.88 - .

(5) Rarely (3) For which transaction you are come to the bank? (1) Cheque withdrawal/Deposit (2) Cash withdrawal/deposit (3) Demand Draft (4) Balance inquire (5) Other (4) According to you which is more convenient way for Banking? (1) Branch Banking (2) E-Banking (5) “Banking through e-channel is safe and secure” present your view (1) Strongly Agree (2) Agree (3) Can’t say (4) Disagree (4) Strongly disagree (6) Are you aware about below e-banking channel? (A) ATM (1) Yes (2) No (B) Net Banking (1) Yes (2) No S. Kadi .89 - .V. Institute of Management.

90 - . Institute of Management.V. Kadi . (C) Mobile banking (1) Yes (2) No (D) Phone Banking (1) Yes (2) No (E) Insta alert (1) Yes (2) No (F) Insta Query (1) Yes (2) No (7) Have you ever done any transaction through below e-banking channel? (A) ATM (1) Yes (2) No (B) Net Banking (1) Yes (2) No (C) Mobile banking (1) Yes (2) No (D) Phone Banking (1) Yes (2) No (E) Insta alert (1) Yes (2) No (F) Insta Query (1) Yes (2) No If ‘No’ than what is the reason for not using E-Banking channel (1) Lack of (2) Fear about (3) Other information Security A ATM B Net Banking C Mobile Banking D Phone Banking E Insta alert F Insta Query S.

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

Institute of Management.92 - .V.(1) Check your account balance (2) Enquire cheque status (2) Order a cheque Book (3) Loan related Query (5) Fund Transfer (6) Pay your Bill (7) Other (E) Insta Query (1) Requesting a cheque book (2) Request for Account Statement (3) Inquire cheque status (4) Balance Inquire (5) Transaction history (6) other (9) How much you satisfied with the below e-banking channel? (1) HDS (2) DS (3) Can’t Say (4) S (5) HS A ATM B Net Banking C Mobile Banking D Phone Banking E Insta alert F Insta Query (10) According to you customer care facility of HDFC Bank is (1) Excellent (2) Good (3) Bad S. Kadi .

Thanking you very much. S. Institute of Management.93 - .V.(11) What is your Age? (1) < 25 years (3) 25 to 35 (3) 35 to 45 (4) 45 to 55 (5) Above 55 Personal Detail Name: Account Number: Occupation: Gender: (1) Male (2) Female Contact Number: We are heartily fully thankful to you for your valuable and kind co-operation. Kadi .