You are on page 1of 106

PROJECT REPORT

AT

HDFC BANK LTD. LUCKNOW


(Customer Support through Welcome Desk)

A Project Report submitted in partial


Fulfillment of the requirements for the award of
Degree of
MASTER OF BUSINESS ADMINISTRATION

BBD UNIVERSITY, LUCKNOW

By
Syed Bashirul Hasan

4Th Sem
(Registration No. 1130672)
Under the guidance of
Ms. Pankhuri Srivastava

( Faculty Guide)
2013-2014
1

STUDENTS DECLARATION
I here by declare that the project report conducted
at

HDFC BANK LTD, LUCKNOW


Under the guidance of
Ms. Pankhuri Srivastava
Submitted in partial fulfillment of the requirements
For the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
TO

BBD UNIVERSITY, LUCKNOW


Is my original work and the same has not been submitted for the award
of any Other Degree/diploma / fellowship or other similar titles or
prizes.

Place : Lucknow
Date :

Syed Bashirul Hasan


Reg. No: 1130672

CERTIFICATE
This is to certified that the project report
at
HDFC BANK LTD., LUCKNOW
Submitted in partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION


To

MADURAI KAMRAJ UNIVERSITY, MADURAI


is a record of bonafide Training carried out by
Syed Bashirul Hasan
Under my supervision and guidance and that no part of his report has
been Submitted for the award of any other degree
fellowship or similar titles or prizes
FACULTY GUIDE

Signature
Name

:
: Ms. Pankhuri Srivastava
(Faculty Guide)

Seal and Signature

CERTIFICATE OF THE ORGANISATION

ACKNOWLEDGEMENT
The satisfaction and euphoria that accompany the successful completion of
any task would be incomplete without mentioning the people who made it
possible, whose guidance and encouragement grow with all the efforts with
success.
I consider as my privilege to express my sincere gratitude and respect to our
HOD Mr. A. K. Singh for permitting me to undertake this project.
I extend my sincere thanks to my Project guide Ms. Pankhuri Srivastava for
his commendable inspiring guidance, valuable advice, encouragement and
motivation given to me to succeed in my endeavor.
I owe from the depth of my heart, my gratitude to Senior Manger Merchant
Service Mr._______________ who was so generous in extending his time
and giving a lending hand to bring out this project.
I would also like to thank my friends for giving all the co-operation and
confidence to me.

Syed Bashirul Hasan

PREFACE

Without practical training, management education is meaningless so long with


the theory; practical training is provided to management students to expose
them to the actual working environment of any organization. Such training
provides a framework of knowledge relating to the concepts and practices of
the assigned topics in the organization.
The summer training is an integral part of the course curriculum of Master of
Business Administration (M.B.A. 3rd). In this the student is in the position to
analyze the integral working of an organization with mature eyes and
understand the dynamics in a much better manner.
This particular project has been conducted at HDFC Bank. In the first phase of
the research project, there is a introduction of Banking, company profile and
products of HDFC Bank are given. After that a market research is performed
with a sample size of 100 people. The research study was limited to
Lucknow . Here, in my survey, I have contacted the respondents through
personal interviews with the help of questionnaires.
The main objective of the research is to know the customer satisfaction level
and their perception regarding HDFC Bank and to know the customer
awareness regarding the HDFC Banks products.
HDFC Bank should lay more stress on advertisements, both in print as well as
in other media. Opening up the sector will certainly mean new products, better
packaging and improved customer service. Both new and existing players will
6

have to explore new distribution and marketing channels. Potential buyers for
most of Banks lie in the middle class. Competitors must segment the market
carefully to arrive at appropriate products and pricing. Recognizing the
potential, in the past three years, the nationalized Banks have already begun to
target niches like pensions, women, children and rural peoples.

EXECUTIVE SUMMARY
The report contains the organizational study done at HDFC Bank. The report
title is CUSTOMER SUPPORT THROUGH WELCOM DESK.
The report gives an overview of the banking Sector and company profile. And
awareness of customers about different types of products and services offered
by HDFC Bank.
This study was conducted to find out the customer satisfaction regarding
HDFC bank.
The methodology adopted for the study was through a structured
questionnaire, which is targeted to the different persons in Lucknow. For this
purpose sample size of 100 was taken. The data collected from the different
persons was analyzed thoroughly and presented in the form of charts and
tables.
HDFC must advertise regularly and create brand value for its products and
services. Most of its competitors like ICICI, Axis, kotak Mahindra and
nationalized banks use television advertisements to promote their products.
The Indian consumer has a false perception about private banks they feel
that it would not safe.
Safety and returns are the two main reasons people invest in banks. On the
whole HDFC bank is a good place to work at. Every new recruit is provided
with extensive training on the products of HDFC. This training enables an
8

advisor/sales manager to market the policies better. The company should try
to create awareness about itself in India. . With an improvement in the sales
techniques used, a fair bit of advertising and modifications to the existing
product portfolio, HDFC would be all set to capture the banking market in
India as it has around the globe.

CONTENTS

Sr. No.

Subject Covered

Page No.

Introduction to the study

Introduction to the Banking

History of Banking in India

3-4

Banking structure in India

Indian Banking Industry

Upcoming Foreign Banks in India

HDFC BANK

Company Profile

9-10

Key Executives

11

10

Technology used in HDFC Bank

12

10

11

Products and customer segments

13-16

12

Business strategy

13

Inside HDFC Bank

14

Human resource

23

15

Rupees earned-Rupees spend

24

16

Recent development

17

Achievements in 2009

18

SWOT Analysis

19

Objectives

20

Research methodology

32-33

21

Data analysis & interpretation

34-51

22

Findings

52

23

Suggestions

53

24

Limitations

54

25

Conclusion

55

26

Bibliography

56

17
18-22

25-26
28
29-30
31

11

INTRODUCATION TO THE STUDY

What is customer support?


Customer support is a range of customer services to assist customers in

making cost effective and correct use of a product. It includes assistance in


planning, installation, training, troubleshooting, maintenance, upgrading, and
disposal of a product.

12

Regarding technology products such as mobile phones, televisions,


computers, software products or other electronic or mechanical goods, it is
termed technical support.

What is customer satisfaction?

Customer satisfaction refers to how satisfied customers are with the products
or services they receive from a particular agency. The level of satisfaction is
determined not only by the quality and type of customer experience but also
by the customers expectations.
A customer may be defined as someone who
has a direct relationship with, or is directly affected by your agency and
Receives or relies on one or more of your agencys services or products.
Customers in human services are commonly referred to as service users,
consumers or clients. They can be individuals or groups. An organization with
a strong customer service culture places the customer at the centre of service
design, planning and service delivery. Customer centric organizations will:
Determine the customers expectations when they plan listen to the
customer as they design.
Focus on the delivery of customer service activities value customer
feedback when they measure performance.

13

Why is it important?

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


Banking Sector:
Meeting the needs of the customer is the underlying rationale for
the existence of community service organizations. Customers
have a right to quality services that deliver outcomes.
Organizations that strive beyond minimum standards and exceed
the expectations of their customers are likely to be leaders in their
sector.
Customers are recognized as key partners in shaping service
development and assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on


organizational performance are valuable tools for quality and continuous
service improvement.

14

INTRODUCATION TO BANKING
Banking means accepting the deposits from the customers for lending to
the needy and extending the other services as to issue of dd etc.nowadays
after introduction of private sector banks the banks have become a profit
centre and the functions become changed and now banks are doing the
insurance and mutual funds also. but nationalised banks are still service

15

oriented in extending loans for Education loan, and rural development


activities.
A Bank is an organization which lends money to the borrowers for a
purposeful task,

and provides a facility to deposit and withdraw

money when needed and charge for it.

HISTORY OF BANKING IN INDIA


Phase I
The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Bank. The East India Company established Bank of
Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) as
independent units and called it Presidency Banks. These three banks were
16

amalgamated in 1920 and Imperial Bank of India was established which


started as private shareholders banks, mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians,
Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.
Between 1906 and 1913, Bank of India, Central Bank of India, Bank of
Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve
Bank of India came in 1935.
During the first phase the growth was very slow and banks also experienced
periodic failures between 1913 and 1948. There were approximately 1100
banks, mostly small. To streamline the functioning and activities of
commercial banks, the Government of India came up with The Banking
Companies Act, 1949 which was later changed to Banking Regulation Act
1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of
India was vested with extensive powers for the supervision of banking in India
as the Banking Authority.
During those days public has lesser confidence in the banks. As an aftermath
deposit mobilisation was slow. Abreast of it the savings bank facility provided
by the Postal department was comparatively safer. Moreover, funds were
largely given to traders.

Phase II
Government took major steps in this Indian Banking Sector Reform after
independence. In 1955, it nationalised Imperial Bank of India with extensive
17

banking facilities on a large scale especially in rural and semi-urban areas. It


formed State Bank of India to act as the principal agent of RBI and to handle
banking transactions of the Union and State Governments all over the country.
Seven banks forming subsidiary of State Bank of India was nationalised in
1960 on 19th July, 1969, major process of nationalisation was carried out. It
was the effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14
major commercial banks in the country were nationalised.
Second phase of nationalisation Indian Banking Sector Reform was carried
out in 1980 with seven more banks. This step brought 80% of the banking
segment in India under Government ownership.
The following are the steps taken by the Government of India to Regulate
Banking Institutions in the Country:
1949: Enactment of Banking Regulation Act.
1955: Nationalisation of State Bank of India.
1959: Nationalisation of SBI subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalisation of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.
1980: Nationalisation of seven banks with deposits over 200 crore.
After the nationalisation of banks, the branches of the public sector bank India
rose to approximately 800% in deposits and advances took a huge jump by
11,000%.
18

Banking in the sunshine of Government ownership gave the public implicit


faith and immense confidence about the sustainability of these institutions.

Phase III
This phase has introduced many more products and facilities in the banking
sector in its reforms measure. In 1991, under the chairmanship of M
Narasimham, a committee was set up by his name which worked for the
liberalisation of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are
being put to give a satisfactory service to customers. Phone banking and net
banking is introduced. The entire system became more convenient and swift.
Time is given more importance than money.

The financial system of India has shown a great deal of resilience. It is


sheltered from any crisis triggered by any external macroeconomics shock as
other East Asian Countries suffered. This is all due to a flexible exchange rate
regime, the foreign reserves are high, the capital account is not yet fully
convertible, and banks and their customers have limited foreign exchange
exposure.

19

BANKING STRUCTURE IN INDIA

Scheduled Banks in India


(A) Scheduled Commercial Banks

20

Public sector

Private sector

Foreign Banks

Regional Rural

Banks

Banks

in India

Bank

(27)

(29)

(102)

(28)
Nationalized
Bank
Other Public
Sector Banks
(IDBI)
SBI and its
Associates

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative

Scheduled State Cooperative

Banks (55)

Banks (31)

Here we more concerned about private sector banks and competition among
them. Today, there are 27 private sector banks in the banking Sector: 19 old
21

private sector banks and 8 new private sector banks. These new banks have
brought in state-of-the-art technology and aggressively marketed their
products. The Public sector banks are facing a stiff competition from the new
private sector banks. The banks which have been setup in the 1990s under the
guidelines Of the Narasimham Committee are referred to as NEW PRIVATE
SECTOR BANKS.

INDIAN BANKING INDUSTRIES

The Indian banking market is growing at an astonishing rate, with Assets


expected to reach US$1 trillion by 2010. An expanding Economy,

middle

class, and technological innovations are all Contributing to this growth.

The countrys middle class accounts for over 320 million people. In
correlation with the growth of the economy, rising income levels, increased

22

standard of living, and affordability of banking products are promising factors


for continued expansion.

The Indian banking Industry is in the middle of an IT revolution, focusing


on the expansion of retail and rural banking. Players
increasingly customer - centric in

are becoming

their approach, which has resulted in

innovative methods of offering new banking products and services.


are now realizing

Banks

the importance of being a big player and are beginning to

focus their attention on mergers


economies of scale and/or

and acquisitions to

comply

with

Basel II

take

advantage of

regulation. Indian

banking industry assets are expected to reach US$1 trillion by 2010 and are
poised to receive a greater infusion of foreign capital, says Prathima Rajan,
analyst in Celent's banking group and author of the report.The banking
industry should focus on having a small number of large players that can
compete globally rather than having a large number of fragmented players."

23

TECHNOLOGY USED IN HDFC BANK

In the era of globalization each and every sector faced the stiff
competition from their rivals. And world also converted into the flat from
the globe. After the policy of liberalization and RBI initiatives to take the step
for the private sector banks, more and more changes are taking the part into

24

it.

And there are create competition between the private sector banks and

public sector bank.

Private sector banks are today used the latest technology for the different
transaction of day to day banking life. As we know that Information
Technology plays the vital role in the each and every industries and gives
the optimum return from the limited resources.
Banks

are service

industries

and

today

IT gives

the innovative

Technology application to Banking industries. HDFC BANK is the leader


in the industries and today IT and HDFC BANK together combined they
reached the sky. New technology changed the mind of the customers and
changed the queue concept from the history banking transaction. Today
there are different channels are available for the banking transactions.
We can see that the how technology gives the best results in the below
diagram. There are drastically changes seen in the use of Internet banking, in
a year 2001 (2%) and in the year 2009 ( 25%). These type of technology gives
the freedom to retail customers.

Centralized Processing Units

Derived Economies of Scale

Electronic

Reduced Transaction Cost

Straight

Through

Processing

25

Data Warehousing , CRM

Improve cost efficiency, Cross

Innovative Technology Application

sell
Provide

new

or

superior

products

HDFC BANK is the very consistent player in the New private sector
banks. New private sector banks to withstand the competition from
public sector banks came up with innovative products and superior
service.

HDFC Bank Ltd.

Type

Public (BSE: 500180, NYSE: HDB)

Founded

1994

Headquarters

Mumbai, India

26

Industry

Banking
Insurance
Capital Markets and allied Industries

Products

Financial services.

Website

: www.hdfcbank.com

Management Profile

Chairman
Jagdish kapoor
Managing Director
Aditya Puri
Executive Director
27

Harish Engineer
Paresh Sukthankar
Directors
Keki M. Mistry
Ashim Samanta
Renu Karnad
Arvind Pande
C M Vasudev
Gautam Divan
Dr. Pandit Palande
2001

2005

28

UPCOMING FOREIGN BANKS IN INDIA

By 2009 to 2010 few more names is going to be added in the list of foreign
banks in India. This is as an aftermath of the sudden interest shown by
Reserve Bank of India paving roadmap for foreign banks in India greater
freedom in India. Among them is the world's best private bank by Euro
Money magazine, Switzerland's UBS.

29

The following are the list of foreign banks going to set up business in India:-

Royal Bank of Scotland

Switzerland's UBS

US-based GE Capital

Credit Suisse Group

Industrial and Commercial Bank of China

WE UNDERSTAND YOUR WORLD


The Housing Development Finance Corporation Limited (HDFC) was
amongst the first to receive an in principle' approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's
liberalization of the Indian Banking Industry in 1994. The bank was
incorporated in August 1994 in the name of 'HDFC Bank Limited', with its

30

registered office in Mumbai, India. HDFC Bank commenced operations as a


Scheduled Commercial Bank in January 1995.

HDFC is Indias 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.

HDFC Bank began operations in 1995 with a simple mission to be a World


Class Indian Bank. It realized that only a single minded focus on product
quality and service excellence would help us get there. Today, the Bank is
proud to say that it is well on its way towards that goal.

31

COMPANY PROFILE

STRONG NATIONAL NETWORK


HDFC BANK

32

HDFC bank ltd provides various financial products and services. It operates in
three segments: Retail Banking, Wholesale Banking, and Treasury. The Retail
banking segment provides various deposit products, including savings
Accounts, current accounts, fixed deposits, and demat accounts. It also offers
Auto, personal, commercial vehicle, home, gold, and educational loans; loans
Against securities and property and health care finance Working capital
finance, construction equipment finance, and warehouse Receipt loans, as well
as credit cards, debit cards, depository, investment Advisory, bill payments,
and transactional services. In addition, this segment Sells third party financial
products, such as mutual funds and insurance, as Well as distributes life and
general insurance products through its tie-ups with insurance companies and
mutual fund houses. The wholesale banking Segment provides loans, nonfund facilities, and transaction services to large Corporate, emerging
corporate, small and medium enterprise, supply chain, Public sector
undertaking, central and state government departments, and Institutional
customers. It offers deposit and transaction banking products, Supply chain
financing, working capital and term finance, agricultural loans, and funded
non-funded treasury, and foreign exchange products. This segments services
include trade services, cash management, and money Market, custodial, tax
collection, and electronic banking. In addition, it provides correspondent bank
services to co-operative banks, private banks, foreign banks, and regional
rural banks. The Treasury Services segment operates primarily in areas, such
as foreign exchange, money market, interest rate trading, and Equities. As of
March 31, 2009 HDFC bank had a network of 1,142 branches And 3,295
33

automated teller machines in 528 cities in India. The company was founded in
1994 and is based in Mumbai, India.

Cities
Branches
ATMs

March 2006
228
535
1323

March 2007
316
684
1605

March 2008
327
761
1977

March 2009
528
1142
3295

As of March 31, 2008, the Banks distribution network was at 761 Branches
and 1977 ATMs in 327 cities as against 684 branches and 1,605 ATMs in 316
cities as of March 31, 2007. Against the regulatory approvals for new
branches in hand, the Bank expects to further expand the branch network by
around 150 branches by June 30, 2008. During the year, the Bank stepped up
retail customer acquisition with deposit accounts increasing from 6.2 million
to 8.7 million and total cards issued (debit and credit cards) increasing from 7
million to 9.2 million. Whilst credit growth in the banking system slowed
down to about 22% for the year ended 2008-09, the Banks net advances grew
by 35.1% with retail advances growing by 38.6% and wholesale advances
growing by 30%, implying a higher market share in both segments.

The transactional banking business also registered healthy growth with cash
management volumes increased by around 80% and trade services volumes by
around 40% over the previous year. Portfolio quality as of March 31, 2008
remained healthy with gross nonperforming assets at 1.3% and net nonperforming assets at 0.4% of total customer assets.

34

KEY

EXECUTIVES

Deepak Parekh
Executive Chairman
Aditya Puri
Managing Director, Director, Member of Investors Grievance (Share)
Committee, Member of Fraud Monitoring Committee, Member of Premises
Committee, Member of Credit Approval Committee and Member of Risk
Monitoring Committee
35

Adil Patrawala
Chief Operating Officer of HDFC Securities Limited and Whole time Director
of HDFC Securities Limited
Sunil Shah
Managing Director of HDFC Securities Limited and Director of HDFC
Securities Limited.
Harish Engineer
Head of Wholesale Banking, Executive Director and Member of Customer
Service Committee.

Paresh Sukthankar
Head of Credit, Market Risk & Investor Relations, Executive Director and
Member of Risk Monitoring Committee.

Debajeet Das
VP, Treasury

36

TECHNOLOGY USED IN HDFC BANK

In the era of globalization each and every sector faced the stiff
competition from their rivals and world also converted into the flat from the
globe. After the policy of liberalization and RBI initiatives to take the step for
the private sector banks, more and more changes are taking the part into it.
That are create competition between the private sector banks and public sector

37

bank. Private sector banks are today used the latest technology for the
different transaction of day to day banking life. As we know that Information
Technology plays the vital role in the each and every industry and gives the
optimum return from the limited resources.

Banks are service industry and today it gives the innovative Technology
application to Banking industries. HDFC BANK is the leader in the industries
and today IT and HDFC BANK together combined they reached the sky. New
technology changed the mind of the customers and changed the queue concept
from the history banking transaction. Today there are different channels are
available for the banking transactions. There are drastically changes seen in
the use of Internet banking, in a year 2001 (2%) and in the year 2008 (25%).
This type of technology gives the freedom to retail customers.

Centralized Processing Units

Derived Economies of Scale

Electronic

Reduced Transaction Cost

Straight

Through

Processing
Data Warehousing , CRM

Improve cost efficiency, Cross

Innovative Technology Application

sell
Provide

new

or

superior

products

38

HDFC BANK is the very consistent player in the new private sector banks.
New private sector banks to withstand the competition from public sector
banks came up with innovative products and superior service.

HDFC BANK PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING

Loan Product

Auto Loan

Deposit Product

Saving a/c

Investment & Insurance

Mutual Fund

39

Loan

Against

Security
Loan

Against

Property
Personal loan

Current a/c

Bonds

Fixed deposit

Knowledge Centre

Demat a/c

Insurance

Safe

General and Health

Deposit

Lockers

Credit card

Insurance
Equity

2-wheeler loan

and

Derivatives

Commercial

Mudra Gold Bar

vehicles finance
Home loans
Retail

business

banking
Tractor loan
Working

Capital

Finance
Construction
Equipment Finance
Health

Care

Finance
Education Loan
Gold Loan
Cards

Credit Card

Payment Services

NetSafe

Access To Bank

NetBanking
40

Debit Card

Merchant

OneView

Prepaid Card

Prepaid Refill

InstaAlert

Billpay

Mobile Banking

Visa Billpay

ATM

InstaPay

Phone Banking

DirectPay

Email Statements

VisaMoney

Branch Network

-------------------------------Forex Services
------------------------------- Product & Services
Trade Services

Transfer
eMonies
Electronic

Forex service

Funds Transfer

Branch Locater

Online Payment

RBI Guidelines

of Direct Tax
WHOLESALE BANKING

Corporate

Funded
Services
Non

Funded

Services

Small and Medium

Financial Institutions

Enterprises

and Trusts

Funded Services
Non
Services

BANKS

Funded Clearing

Sub-

Membership

Specialized Services RTGS

sub

membership
Value Added Value added services
Fund Transfer
Services
Internet Banking
41

Internet

ATM Tie-ups

Banking

Corporate Salary a/c


Tax Collection
Financial Institutions
Mutual Funds
Stock Brokers
Insurance Companies
Commodities Business
Trusts

BUSINESS MIX
Wholesale

HDFC Bank is a consistent player in the private sector Bank


and have a well balanced product and business mix in the Indian
as well as overseas markets.
Customer segments (retail & wholesale) account for 84% of
Net revenues (FY 2008)

42

Higher retail revenues partly offset by higher operating and


credit costs.
Equally well positioned to grow both segments.
.

NRI SERVICES

Accounts & Deposits

Remittances

Rupee Saving a/c

North America

Rupee Current a/c

UK

Rupee Fixed Deposits

Europe

Foreign Currency Deposits

South East Asia

Accounts

Middle East

for

Returning

43

Indians

Africa
Others
Quick remit
India Link
Cheque Lockbox
Telegraphic/ Wire Transfer
Funds Transfer
Cheques/DDs/TCs

Investment & Insurances

Loans

Mutual Funds

Home Loans

Insurance

Loans Against Securities

Private Banking

Loans Against Deposits

Portfolio Investment Scheme

Gold Credit Card

Payment Services

Access To Bank

44

Net Safe

Net Banking

Bill Pay

One View

InstaPay

InstaAlert

Direct Pay

ATM

Visa Money

Phone Banking

Online Donation

Email Statements
Branch Network

BUSINESS STRATEGY

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking


themselves against
product

international standards and best Practices in terms of

offerings, technology, service levels, risk management and audit &


45

compliance.

The objective is to build sound customer franchises across

distinct businesses 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, consistent with the Bank's risk appetite.

Bank is

committed to do this while ensuring the highest levels of ethical standards,


professional integrity, corporate governance and regulatory compliance.
Continue to develop new product and technology is the main business strategy
of the bank. Maintain good relation with the customers is the main and prime
objective of the bank.

HDFC BANK business strategy emphasizes the following:

Increase market share in Indias expanding banking and financial


services industry by following a disciplined growth strategy focusing
on quality and not on quantity and delivering high quality customer
service.
Leverage our technology platform and open scaleable systems to
deliver more products to more customers and to control operating costs.
Maintain current high standards for asset quality through disciplined
credit risk management.

46

Develop innovative products and services that attract the targeted


customers and address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce banks cost of
funds.
Focus on high earnings growth with low volatility.

47

INSIDE HDFC BANK

FIVE S, PART OF KAIZEN


WORK PLACE TRANSFORMATION
Focus on effective work place organization
Believe in
Small changes lead to large improvement

Every successful organization has their own strategy to win the race in the
competitive market. They use some technique and methodology for smooth
running of business. HDFC BANK also acquired the Japanese technique for
smooth running of work and effective work place organization.

Five S Part of Kaizen is the technique which is used in the bank For easy and
systematic work place and eliminating unnecessary things from the work
place.

48

BENEFIT OF FIVE S

It can be started immediately.


Every one has to participate.
Five S is an entirely people driven initiatives.
Brings in concept of ownership.
All wastages are made visible.

FIVE S Means:S-1
S-2
S-3
S-4
S-5

SORT
SYSTEMATIZE
SPIC-N-SPAN
STANDARDIZE
SUSTAIN

SEIRI
SEITON
SEIRO
SEIKETSU
SHITSUKE

(1) SORT:It focuses on eliminating unnecessary items from the work place.
It is excellent way to free up valuable floor space.
49

It segregates items as per require and wanted.

Frequently
Required
Remove
everything from
workplace

Wanted but
not required

Less
Frequently
Required

Junk

(2) SYSTEMATIZE:Systematize is focus on efficient and effective Storage method.


That means it identify, organize and arrange retrieval.
It largely focuses on good labeling and identification practices.
Objective: - A place for everything and everything in its place.

50

(3) SPIC- n - SPAN:Spic-n-Span focuses on regular clearing and self inspection. It brings in the
sense of ownership.

(4) STANDERDIZE:It focuses on simplification and standardization. It involves standard rules and
policies. It establish checklist to facilitate autonomous maintenance of
workplace. It assigns responsibility for doing various jobs and decides on Five
S frequency.

(5) SUSTAIN:It focuses on defining a new status and standard of organized work place.
Sustain means regular training to maintain standards developed under S-4. It
brings in self- discipline and commitment towards workplace organization.

51

LABELLING ON FILE

FILE NUMBER
SUBJECT
FROM DATE
TO DATE
OWNER

BOX LABEL
For Example
1 / 3 / A/ 6

1 Work Station (1)


3 Drawer (3)
A - Shelf (A)
52

6 File Number (6)

COLOUR CODING OF FILES

53

DEPARTMENT

Welcome Desk

Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others

In the HDFC BANK each department has their different color coding apply on
the different file. Due to this everyone aware about their particular color file
which is coding on it and they save their valuable time. It is a part of Kaizen
and also included in the system of the Five S. Logic behind it that, the color
coding is always differentiating the things from the similar one.

54

HUMAN RESOURCES

The Banks staffing needs continued to increase during the year particularly in
the retail banking businesses in line with the business growth. Total number of
employees increased from

14878

as of March31, 2006 to 21477 as of


55

March 31, 2007. The Bank continues to focus on training its employees on a
continuing basis, both on the job and through training programs conducted by
internal and external faculty.

The Bank has consistently believed that broader employee ownership of its
shares has a positive impact on its performance and employee motivation. The
Banks employee stock option scheme so far covers around 9000 employees.

56

RUPEE EARNED - RUPEE SPENT

It is more important for every organization to know about from where and
where to spent money. And balanced between these two things rupee earned
and rupee spent are required for smooth running of business and financial
soundness. This type of watch can control and eliminate the unnecessary
spending of business. In this diagram it include both things from where Bank
earned Rupee and where to spent.

57

HDFC BANK earned from the Interest from Advances 51.14 %, Interest
from Investment 27.12 %, bank earned commission exchange and brokerage
of 15.25 %. These are the major earning Sources of the bank. Bank also
earned from the Forex and
Derivatives and some other Interest Income. Bank spent 39.75 % on Interest
Expense, 30.27 % on Operating Expense and 14.58 % on Provision. Bank
also spent Dividend and
Tax on dividend, Loss on Investment, Tax.

As we discuss above that

balancing is must between these two for every organization especially in the
era of globalization where there are stiff competition among various market
players.

58

59

RECENT DEVELOPMENT

The

Reserve Bank of India

has approved the scheme of amalgamation of

Centurion Bank of Punjab Ltd. with HDFC Bank Ltd. with effect from
May 23, 2008.

60

All the branches of Centurion

Bank of Punjab will function as branches of

HDFC Bank with effect from May 23, 2008.

With RBIs approval, all

requisite statutory and regulatory approvals for the merger have been
obtained.

The combined entity would have a nationwide network of 1167 branches; a


strong deposit base of around Rs.1,22,000 crores and net advances of around
Rs.89,000 crores. The balance sheet size of the combined entity would be over
Rs.1,63,000 crores.
Merger with Centurion Bank of Punjab Limited
On March 27, 2008, the shareholders of the Bank accorded their consent to a
scheme of amalgamation of Centurion Bank of Punjab Limited with HDFC
Bank Limited. The shareholders of the Bank approved the issuance of one
61

equity share of Rs.10/- each of HDFC Bank Limited for every 29 equity
shares of Re. 1/- each held in Centurion Bank of Punjab Limited. This is
subject to receipt of Approvals from the Reserve Bank of India, stock
exchanges and other requisite statutory and regulatory authorities. The
shareholders Also accorded their consent to issue equity shares and/or
warrants convertible into equity shares at the rate of Rs.1,530.13 each to
HDFC Limited and/or other promoter group companies on preferential basis,
subject to final regulatory approvals in this regard. The Shareholders of
the Bank have also approved an increase

in the authorized capital from

Rs.450 crores to Rs.550 crores.

Promoted in 1995 by Housing Development Finance Corporation (HDFC),


India's leading housing finance company, HDFC Bank is one of India's
premier banks providing a wide range of financial products and services to its
over 11 million customers across hundreds of Indian cities using multiple
distribution channels including a pan-India network of branches, ATMs, phone
banking, net banking and mobile banking. Within a relatively short span of
62

time, the bank has emerged as a leading player in retail banking, wholesale
banking, and treasury operations, its three principal business segments. The
bank's competitive strength clearly lies in the use of technology and the ability
to deliver world-class service with rapid response time. Over the last 13
years, the bank has successfully gained market share in its target customer
franchises while maintaining healthy profitability and asset quality.

As on March 31, 2008, the Bank had a network of 761 branches and 1,977
ATMs in 327 cities. For the year ended March 31, 2008, the Bank reported
a net profit of INR 15.90 billion
corresponding year ended

(Rs.1590.2crore),up 39.3%, over the

March 31, 2007. As of March 31, 2008 total

deposits were INR 1007.69 billion,(Rs.100,769 crore) up 47.5% over the


corresponding year ended March 31, 2007. Total balance sheet size too grew
by 46.0% to INR 1,331.77 billion

(133177 crore). Leading Indian and

international Publications have recognized the bank for its performance and
quality.

63

Centurion Bank of Punjab is one of

the leading new generations Private

sector banks in India. The bank serves individual consumers, small and
medium businesses and large corporations with a full range of financial
products and services for investing, lending and advice on financial planning.
The bank offers its customers an array of wealth management products such
as mutual funds, life and general insurance and has established a leadership

64

position. The bank is also a strong player in foreign exchange services,


personal loans, mortgages and agricultural loans.

Additionally the bank offers a full suite of NRI banking products to Overseas
Indians. On 29th August 2007, Centurion Bank of Punjab merged with Lord
Krishna Bank (LKB), post obtaining all requisite statutory

and regulatory

approvals. This merger has further strengthened the geographical reach of the
Bank in major towns and
cities across the country, especially in the State of Kerala, in addition to its
existing dominance in the northern part of the country.

Centurion Bank of Punjab now operates on a strong nationwide franchise of


404 branches and 452 ATMs in 190 locations across the country, supported by
employee base of over 7,500 employees. In addition to being listed on the
major Indian stock exchanges, the

Banks

shares are also listed on the

Luxembourg Stock Exchange.

65

ACHIEVEMENT IN 2009

66

UTI

MF-CNBC

TV18

Financial

Advisor

Awards

Best Performing Bank

2009
Business

Standard

Best Banker Award


Fe

Best

Awards 2009

Mr. Aditya Puri, MD, HDFC Bank

Bank - Best Innovator of the year award for MD Mr. Aditya


Puri
-

Second

Best

Private

- Best in Strength and Soundness

Bank

in

India

Award

67

Euro money Awards 'Best Bank in India'


2009
Economic
Brand

Times

Equity

Nielsen

&

Research Most Trusted Brand - Runner Up

annual survey 2009


Asia Money 2009
Awards
IBA

'Best Domestic Bank in India'


Banking 'Best IT Governance Award - Runner up'

Technology Awards
2009
Global

Finance 'Best Trade Finance Bank in India for 2009

Award
IDRBT

Banking 'Best IT Governance and Value Delivery'

Technology
Excellence

Award

2008
Asian

Banker 'Asian Banker Best Retail Bank in India Award 2009 '

Excellence in Retail
Financial Services

68

SWOT ANALYSIS

69

STRENGTH

WEAKNESSES

Right strategy for the right


products.

sectors.

Superior customer service

vs. competitors.

have

required

accreditations.
High degree of customer
satisfaction.
Good place to work
Lower response time with
efficient

and

Customer service staff needs


training.

Great Brand Image


Products

Some gaps in range for certain

Processes and systems, etc

Management

cover

insufficient.

Sectoral

growth

is

constrained by low
unemployment levels and
competition for staff

effective

service.
Dedicated workforce
aiming at

making a
70

long-term career in
the field.

Opportunities

Threats

Profit margins will be good.

Legislation could impact.

Could

Great risk involved

Very

extend

to

overseas

broadly.

New specialist applications.

Could seek better customer

high

competition

prevailing in the industry.

Vulnerable to reactive

deals.

Fast-track career development


opportunities on an industry-

attack by major competitors

Lack of infrastructure in rural

wide basis.

areas

An applied research centre to

investment.

create opportunities for


developing techniques to

could

constrain

High volume/low cost market


is intensely competitive.

provide added-value services.

71

RESEARCH OBJECTIVES AND SCOPE OF RESEARCH


PROJECT
PROBLEM DEFINATION:
Sales Executives were with good background human being and through
rigorous process of recruitment but still not able to perform up to the
expectation level of company, HR is not able to sort out the problem why the
performance is not coming even after giving the full marketing support. The
communication technique and dealing with the customers is also a problem to
the sales executives.
OBJECTIVES OF RESEARCH PROJECT:
PRIMARY OBJECTIVES:
To open new savings accounts by convincing customers and

to

promote the benefits of those which are provided by the bank through
welcome Desk
To find the different way of convincing customers.
To study brand image of the bank.
72

To increase the business of the bank.

SECONDARY OBJECTIVES:
To determine the need and purpose of a sales executive.
To understand the deciding criteria for people to become sales
executive.
To offer suggestions based upon the findings.
GEOGRAPHICAL SCOPE:
The same problem was with the all other branches of HDFC Bank even
out of the Lucknow city. The management is conducting the same
research on a big ground while my contribution is tiny.
Though my sample size and geographical area was defined and confine
to a particular territory but the application of out put from the research
are going to be wide.
PRODUCT SCOPE:
Studying the increasing business scope of the bank.
Market segmentation to find the potential customers for the bank.
To study how the various products are positioned in the market.
Corporate marketing of products.
Customers perception on the various products of the bank.

73

RESEARCH METHODOLOGY

Research is a careful investigation or inquiry especially through search for


new facts in branch of knowledge: market research specifies the information.
Required to address these issues: designs the method for collecting
information: manage and implements the data collection process analyses the
results and communicates the finding and their implications.

Research problem is the one which requires a researcher to find out the best
solution for the given problem that is to find out the course of action, the
action the objectives can be obtained optimally in the context of a given
environment.
RESEARCH DESIGN
A framework or blueprint for conducting the research project. It specifies the
details of the procedures necessary for obtaining the information needed to
structure and/or solve research problems. A good research design lays the
foundation for conducting the project. A good research design will ensure that

74

the research project is conducted effectively and efficiently. Typically, a


research design involves the following components, or tasks:
Define the information needed.
Design the research.
Specify the measurement and scaling procedures.
Construct and present a questionnaire or an appropriate form for data
collection.
Specify the sampling process and sampling size.
Develop a plan of data analysis.
Data Collection: - The objectives of the project are such that both primary
and secondary data is required to achieve them. So both primary and
secondary data was used for the project. The mode of collecting primary data
is questionnaire mode and sources of secondary data are various magazines,
books, newspapers, & websites etc.

1. Primary Data: The primary data was collected to measure the customer
satisfaction and their perception regarding HDFC Bank. The primary data
was collected by means of questionnaire and analysis was done on the basis of
response received from the customers. The questionnaire has been designed in
such a manner that the consumers satisfaction level can be measured and
consumer can enter his responses easily.

75

2. Secondary Data: The purpose of collecting secondary data was to achieve


the objective of studying the recent trends and developments taking place in
banking.

Sample size
100 customers were selected.

Sampling Unit
Lucknow
Sampling Technique
Convenient sampling.
Analysis and Interpretation
After the data collection, it was compiled, classified and tabulated manually
and with help of computer. Then the task of drawing inferences was
accomplished with the help of percentage and graphic method.

76

1.

For how long you are part of HDFC Bank?

Response
Less than 6 Months
Less than 1 Year
Less than 2 Years
More than 2 Years
Total

No. of Respondents
20
37
14
29
100

%age of Respondents
20%
37%
14%
29%
100%

Interpretation:
77

From the above graph it is clear that majority of the respondents are part of
HDFC Bank from last one year i.e. 37%; 29% of the respondents are part of
HDFC Bank from last more than 2 years; 20% respondents from 6 months and
remaining 14% respondents are part of HDFC Bank for last two years.
2. What are reasons that attract you to be a customer of the
Response
Image
Extra Services
Services
All of above

No. of Respondents
25
25
45
5

bank?

%age of Respondents
25%
25%
45%
5%

78

Interpretation:
From the above graph it is clear that majority of the respondents i.e. 45% are
become part of HDFC Bank because of its services; 25% because of its image;
25% because of its extra services and rest because of all the three factors.
3. Are you aware of the different services offered by HDFC Bank?

79

Response
Yes
No
Total

No. of Respondents
91
9
100

%age of Respondents
91%
9%
100%

Interpretation:
From the above graph it is clear that majority of the respondents are aware of
products and services offered by HDFC Bank i.e. 91% and 9% respondents
are not aware of services offered by HDFC Bank.
4. Do you know about these following services of the bank?
Response
Saving a/c
Fixed deposits
Current a/c

No. of Respondents
100
100
53

%age of Respondents
100%
100%
53%
80

Demat a/c
Credit cards
Mutual funds
Loans

5
25
16
95

5%
25%
16%
95%

Interpretation:
From the above graph it is clear that majority of the respondents are aware of
saving a/c & FDs i.e. 100%.53% are aware about current a/c, 5% demat a/c,
25% credit card, 16% mutual fund and 95% are aware of loans.
5. Which of these services are you using?

Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards

No. of Respondents
65
58
40
3
0

%age of Respondents
65%
58%
40%
3%
0%
81

Mutual funds
Loans

10
47

10%
47%

Interpretation:
From the above graph it is clear that majority of the respondents are using
saving a/c i.e. 65%.58% are using FDs, 40% current a/c, 3% demat a/c, 0%
credit card, 10% mutual fund and 47% are aware of loans.
6. Which of these services are you further interested in?

Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans

No. of Respondents
20
24
10
0
0
23
19

%age of Respondents
20%
24%
10%
0%
0%
23%
19%

82

Interpretation:
From the above graph it is clear that majority of the respondents are
interesting in FDs i.e. 24%,20% are interesting in saving a/c, 40% current a/c,
23% mutual fund, 19% in loans and no body is interesting in credit cards and
demat a/cs.
7. Which service of the bank would you rate the best?

Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans

No. of Respondents
33
40
12
0
0
10
5

%age of Respondents
33%
40%
12%
0%
0%
10%
5%

83

Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the
best product. 40% said FDs are best. 12% said current a/c.10% said about
mutual funds.5% said about loans and no one rate demat a/c & credit card.
8. Do you know about the Extra services being provided by the bank?
Response
Yes
No

No. of Respondents
69
41

%age of Respondents
69%
41%

84

Interpretation:
From the above graph it is clear that 69% of the respondents are known about
the innovative services and the rest is unknown about it.
9. Which of the following Extra service of the bank would you like to go
in for?
Response
Phone banking
ATM
Net banking
Bill payment
Non of these
All of these

No. of Respondents
5
60
10
10
5
10

%age of Respondents
5%
60%
10%
10%
5%
10%
85

Interpretation:
From the above graph it is clear that 5% of the respondents would like to go
for phone banking, 60% for ATMs, 10% for net banking, 10% for bills
payment, 5% dont want any innovative services and 10% want all these
services.
10. What is your perception about the service of the bank?

Response
Good
Average
Poor

No. of Respondents
35
55
10

%age of Respondents
35%
55%
10%

86

Interpretation:
From the above graph it is clear that 35% of the respondents found the service
of HDFC Bank good, 55% found it average and 10% found it poor.

11. Are you satisfied with the dealing of the bank officials?
Response
Yes
No
To some extent

No. of Respondents
30
25
45

%age of Respondents
30%
25%
45%

87

Interpretation:
From the above graph it is clear that 30% of the respondents are satisfied with
the dealing of the bank officials, 45% are not fully satisfied and 25% are
dissatisfied.

12. Any problem you are facing regarding the bank?


Response
Timeliness
Customer relationship
Infrastructure
Others

No. of Respondents
78
12
10
0

%age of Respondents
78%
12%
10%
0%

88

Interpretation:
From the above graph it is clear that 78% of the respondent facing the
problem of timeliness, 12% customer relationship and 10% of infrastructure.
13. How likely are you to recommend Bank services to a friend or
colleague?
Response
Very unlikely
Somewhat unlikely
Neither likely nor

No. of Respondents
8
30
17

%age of Respondents
8%
30%
17%

unlikely
Somewhat likely
Very likely

35
10

35%
10%

89

Interpretation:
From the above graph it is clear that 8% of the respondents are unlikely to
recommend the products of HDFC Bank to their friends and colleagues,
30% said somewhat unlikely, 17% said neither likely nor unlikely, 35%
said somewhat likely and 10% said very likely.

14. How will you rate the HDFC Bank in maintaining good customer
relationship?
Response
Good
Average
Poor

No. of Respondents
20
57
33

%age of Respondents
20%
57%
33%

90

Interpretation:
From the above graph it is clear that 20% of the respondents said HDFC Bank
is good in maintaining customer relationship, 57% said it is average and rest
33% said it is poor in the maintenance.

15. What is your overall satisfaction rating with our bank?

Response
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor

No. of Respondents
2
9
21

%age of Respondents
2%
9%
21%

dissatisfied
Very satisfied

48

48%

91

Somewhat satisfied

20

20%

Interpretation:
From the above graph it is clear that 48% of the respondents are very satisfied
with the bank, 20% are somewhat satisfied, 21% are neither satisfied nor
dissatisfied, 9% are somewhat dissatisfied and 2% are very much dissatisfied
with the bank.

FINDINGS OF THE STUDY

Majority of the customers are satisfied with HDFC Bank.

Majority of the customers are aware of services and extra services

offered by HDFC Bank. But not all the services.

The majority of the customers found services of the bank are average.
92

Majority of the respondents are found the bank is average in

maintaining the good customer relationship.

Majority of the respondent said that they are facing the problem of

timeliness and rest are facing problem of customer relationship and


infrastructure.

The perception of the majority of the customer regarding the bank is

good because majority of the customers are satisfied with the bank and they
also recommend the products of the bank.

The most preferable extra service is ATMs and the less preferable

services are bills payment, net banking and phone banking.

The majority of customers are more interested in FDs, mutual funds

and saving a/cs.

The majority of the customers are satisfied with the dealing of the

officials upto some extent.

Main factor that attract customers towards bank is the services of the

bank.

Services that are most used by the customer are saving a/c, FDs,

current a/c and loans.

93

SUGGESTIONS AND RECOMMENDATIONS

More stress should give on the advertisement and promotional

activities.

The Bank should make some efforts to improving good relationship

with customer.

94

The bank should enhance their services according to the needs of the

customer.

The bank makes its procedures less time consuming.

The bank should make effort to aware the customers about their all the

extra services.

LIMITATIONS OF THE STUDY

It is said, Nothing is perfect and if the quite is true, I am sure that there
would be few shortcoming in this project also. Sincere efforts have been made
to eliminate discrepancies as far as possible but few would have reminded due
to limitations of the study. These are:
95

The research was carried out in a short period.


Limited sample size.
The information given by the respondent might be biased some of them
might not be interested to given correct information.
Some of the respondents of the survey were unwilling to share
information.

CONCLUSION

At the end I would like to conclude that The Indian banking market is growing
at an astonishing rate, with Assets expected to reach US$1 trillion by 2010.
HDFC bank had a network of 1,142 branches And 3,295 automated teller
machines in 528 cities in India.. The majority of customers are satisfied. But

96

the bank should target on the rest of the customers who are not satisfied. The
customers are aware about the banks services but the Bank should try to
create more awareness among people. HDFC Bank should lay more stress on
advertisements, both in print as well as in other media for this purpose.
Number of formalities should reduce, as customer feels irritated with lots of
formalities and it will save the time of customer and Bank also.

BIBLIOGRAPHY

www.bnknetindia/com/banking/finance

http://en.wikipedia.org/wiki/bankingfinancialcompany

97

www.hdfcbank.com

www.hdfcbank/products/finance

www.google.com

www.iloveindia.com.

QUESTIONNAIRE
Name ______________________

Age _______________________

Gender _____________________

Occupation _________________

98

Annually Income _____________

e-mail _____________________

Address _____________________________________________________

1.

For how long you are part of HDFC Bank?


Less than 6 Months
Less than 2 Years

( )
( )

Less than 1 Year


More than 2 Years

( )
( )

2. What are reasons that attract you to be a customer of the bank?

3.

a) its image

( )

b) its service

( )

c) products

( )

d) all of the above

( )

Are you aware of the different services offered by HDFC Bank?


Yes

( )

No

( )

4. Do you know about these services of the banking industry?

99

a) Savings a/c

Yes/no

b) Fixed deposits

yes/no

c) Current a/cs

yes/no

d) Demat a/cs

yes/no

e) Credit card

yes/no

f) Insurances

yes/no

g) Mutual funds

yes/no

h) Loans

yes/no

5. Which of these products are you using?


a) Savings a/c
b) Fixed deposits
c) Current a/c

yes/no
yes/no
yes/no
100

d) De-mat a/c
e) Credit card a/c
f) Insurance
g) Mutual finds
h) Loans

yes/no
yes/no
yes/no
yes/no
yes/no

6. Which of these products are you more interested in?


a) Savings a/c
B) Fixed deposits

yes/no
yes/no

c) Current a/c
d) De-mat a/c

yes/no
yes/no

e) Credit card a/c


f) Insurance
g) Mutual finds

yes/no
yes/no
yes/no
101

h) Loans

yes/no

7. Which services of the banks would you rate the best?


a) Saving a/c
b) Fixed deposits
c) Current a/c
d) De-mat a/c
e) Credit card a/c
f) Insurance
g) Mutual finds
h) Loans
8. Do you know about the extra services being provided by
the bank?
a) Yes
b) No
102

9. Which of the following extra service of the banks would you


Like to go in for?
a) Phone banking

( )

b) ATM

( )

c) Net banking

( )

d) Mobile banking

( )

e) Bill payment

( )

f) None of these

( )

g) All of these

( )

10. What is your perception regarding the service of the bank?


a) Good

( )

b) Average

( )

103

c) Poor

( )

11.Are you satisfied with the dealing of the bank officials?


a. Yes

( )

b. No

( )

c. To some extend

( )

12. Any problem you are facings regarding the bank?


Timeliness

( )

Customer relationship

( )

Infrastructure

( )

Others

( )

13. How likely are you to recommend Bank services to a friend or colleague?
(1) Very unlikely

( )

(2) Somewhat unlikely

( )

(3) Neither likely nor unlikely

( )

(4) Very likely

( )

(5) Somewhat likely

( )
104

14. How will you rate the HDFC Bank in maintaining good customer
relationship?
(1) Good

( )

(2) Average

(3) Poor

( )

15. What is your overall satisfaction rating with our company?


(1) Very dissatisfied

( )

(2) Somewhat dissatisfied

( )

(3) Nether satisfied nor dissatisfied

( )

(4) Very satisfied

( )

(5) Somewhat satisfied

( )

Thanks for participating in the survey.

105

THANKS

106