A RESEARCH PROJECT REPORT ON

“CUSTOMER’S SATISFACTION TOWARDS RUPAY CARDS

(A COMPARATIVE STUDY OF SBI & HDFC BANK IN RUDRAPUR)

Submitted in partial fulfillment of the requirement to the degree of

MASTER OF BUSINESS ADMINISTRATION (2016-18), Affiliated to
A.K.T.University, Lucknow

SUBMITTED TO - SUBMITTED BY-

Mrs. ANSHU CHAUHAN AKASH YADAV ,MBA- IV Sem.

Management Deptt. ROLL No.1628070004

APEX Institute of technology Specialization-

Bilaspur ,Rampur Major –Financial Management

Minor –Marketing Management

Session ( 2017-2018)
Apex college Management & Computer Application,Bilaspur Distt. Rampur
 DECLERATION

I, AKASH YADAV hereby declare that the dissertation report titled “A Study Of Customer’s
Satisfaction Towards Rupay Cards (A Comparative Study Of SBI & HDFC Bank In Rudrapur
Region)” assign to me as per the requirement to the partial fulfillment of Master of Business
Administration degree from “Apex college management & computer application ,bilaspur
distt. ” affiliated to AKTU,Uttrapradesh,Lucknow is the original work done by me and the
information provided in this study is authentic to best of the knowledge.

This study has not been submitted to any other institution or university for the award of any other
degree

Name of Guide (AKASH YADAV)

(Mrs.ANSHU CHAUHAN) 1628070004

 ACKNOWLEDGEMENT

Management is a profession where in no work can be accomplished without the help of a large
number of people be it your superiors or subordinates. A good manager is the one who knows
how to get the work accomplished with the help of colleagues. As future managers we are taught
to practice such behavior at every step.

As a requirement for 2 year full time MBA course, I fell greatly honored for having done my
dissertation report “A Study Of Customer’s Satisfaction Towards Rupay Cards (A Comparative
Study Of SBI & HDFC Bank In Rudrapur Region)”

I am also thankful to my advisory Mr. ANSHU CHAUHAN (Facility of MBA department )

and all the faculty members to provide this opportunity to get familiar and learn practically.

Last but not least I am thankful to all those people who help me directly or indirectly by
providing their valuable suggestions and cooperation.

I also thank my parents and my friends for their constant support and love.

With sincere thanks

AKASH YADAV
 PREFACE

“The study of “A Study Of Customer’s Satisfaction Towards Rupay Cards (A Comparative Study
Of SBI & HDFC Bank In Rudrapur Region)” as a part of curriculum, every student studying
MBA has to undertake A dissertation report on a particular subject assigned to him/her.

Accordingly, I have been assigned the project work on the study of a Comparative study of
customer’s satisfaction towards Rupay cards of HDFC and SBI ( A study of bank in Rudrapur
region).

“A Study Of Customer’s Satisfaction Towards Rupay Cards (A Comparative Study Of SBI &
HDFC Bank In Rudrapur Region)”

The various information regarding “A Comparative Study Of Customer’s Satisfaction” Such

as classification, determinants, sources have been discussed relating to HDFC AND SBI.

The present study was undertaken to know the preference of the customers towards HDFC Bank
and State Bank of India (SBI). The main problem of the customers is they are not well
aware of the services provided by their banks. The study also force on the customer
perception that how the banking service can be improved. In our study we have used both
primary sources of data as well as secondary sources of data. During project we came to
know that both the banks are highly preferred by the customers but their preference is
different up to some extent towards the service of these banks.
.

At HDFC and SBI. A Comparative Study Of Customer’s Satisfaction has shown increase in the
period of study. This shown customer’s satisfaction is managed effectively and the other entire
department is working in perfect co-ordination to ensure the progress of hdfc and sbi banks. , but
I have given some suggestions conclusions o the basis of my dissertation report .
 TABLE OF CONTENTS

TOPICS PAGE NO.

CERTIFICATE
DECLERATION
ACKNOWLEDGEMENT
PREFACE

CHAPTER :- 1 1-2
1. INTRODUCTION 1
2. OBJECTIVE OF STUDY 2
3. SCOPE OF STUDY 2

CHAPTER :-2 3-31

TOPIC PROFILE 3
LITRATURE REVIEW 27

CHAPTER :-3 32-33

RESEARCH METHODOLOGY
1. RESEARCH PROBLEM 32
2. RESEARCH TYPE 32
3. RESEARCH & SAMPLING DESIGN 32
4. DATA COLLECTION SOURCES 33
5. STATISTICAL TOOLS AND TECHNIQUE 33

CHAPTER :-4 34-44

DATA ANALYSIS AND
INTERPRETATION

CHAPTER :-5 45-46

1. FINDINGS 45
2. CONCLUSION 45
3. LIMITATION 46

 BIBLIOGRAPHY
 ANNEXURE
 QUESTIONNAIRE
 1
CHAPTER
 INTRODUCTION

RuPay is an Indian domestic card scheme conceived and launched by the National Payments
Corporation of India (NPCI). It was created to fulfill the Reserve Bank of India’s desire to have a
domestic, open loop, and multilateral system of payments in India. RuPay facilitates electronic
payment at all Indian banks and financial institutions, and competes with MasterCard and Visa in
India. NPCI maintains ties with Discover Financial to enable the card scheme to gain
international acceptance.
Customer satisfaction refers to how satisfied customers are with the products or services they
receive from a particular agency. The compare level of customer satisfaction toward HDFC and
SBI banks is determined not only by the quality and type of customer experience but also by the
customer’s expectations.

The origin of the State Bank of India goes back to the first decade of the nineteenth century with
the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank
received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India Sponsored by the Government of
Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed
the Bank of Bengal. These three banks remained at the apex of modern banking in India till their
amalgamation as the Imperial Bank of India on 27 January 1921.

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian bank".
They realized that only a single-minded focus on product quality and service excellence would
help them to get there.

HDFC Bank, one amongst the firsts of the new generation, tech-savvy commercial bank of india
was set up in august 1995 after the Reserve Bank of India allowed setting up of Banks in the
private sector. The Bank was promoted by the Housing Development Finance Corporation
Limited, a premier housing finance company (set up in 1977) of India. Net Profit for the year
ended March 31, 2006 was up 30.8% to Rs 870.8 crores.

1
 OBJECTIVES OF THE STUDY

 To know preference of customers regarding Rupay cards of HDFC & SBI banks.

 To analyze which facility influences the customer most while selecting Rupay cards Services.

 To compare the Rupay cards services provided by HDFC & SBI banks.

 To make aware about the Rupay cards services provided by HDFC & SBI banks.

SCOPE OF THE PROJECT

Personal visit to the branches of SBI and HDFC banks was done to collect the first hand
information. Study is done with the special reference to the region,Rudrapur City.

2
 2
CHAPTER
 (A). TOPIC PROFILE

RuPay is an Indian domestic card scheme conceived and launched by the National Payments
Corporation of India (NPCI). It was created to fulfill the Reserve Bank of India’s desire to have
a domestic, open loop, and multilateral system of payments in India. RuPay facilitates
electronic payment at all Indian banks and financial institutions, and competes with MasterCard
and Visa in India. NPCI maintains ties with Discover Financial to enable the card scheme to
gain international acceptance.

BACKGROUND

The IndiaPay scheme was conceived by the National Payments Corporation of India as an
alternative to the MasterCard and Visa card schemes, and to consolidate and integrate various
payment systems in India. It was renamed to RuPay to avoid naming conflicts with other
financial institutions using the same name.[6] The RuPay card was launched on 26 March
2012. NPCI entered into a strategic partnership with Discover Financial Services (DFS) for
RuPay Card, enabling the acceptance of RuPay Global Cards on Discover’s global payment
network outside of India.

On 8 May 2014, RuPay has been dedicated to India by President of India, Pranab
Mukherjee at RashtrapatiBhavan, New Delhi.

ACCEPTANCE

RuPay cards are accepted at all automated teller machines (ATMs) across India under National
Financial Switch, and under the NPCI's agreement with DFS, RuPay cards are accepted on the
international Discover network. According to the data published by National Payments
Corporation of India, there are around 145,270 ATMs and more than 875,000 point of sale
(PoS) terminals in India under the RuPay platform. In addition to the ATMs and PoS terminals,
RuPay cards are accepted online on 10,000 e-commerce websites. with the same PIN which
they use for ATM transactions.
RuPay cards are accepted at all PoS terminals in India. To enable this, RuPay has certified 25
major banks in India to accept the RuPay card at their respective PoS terminals located at
different merchant locations.

ISSUERS

Banks in India are authorized to issue RuPay debit cards to their customers for use at ATMs,
PoS terminals, and e-commerce websites. About 240 banks, including all major public sector
banks,
currently issue RuPay cards to their customers, RuPay cards are also issued at about 200
cooperative and rural banks to promote financial inclusion.

RUPAY EMV

NPCI has rolled out its chip card for high security transactions using EMV (Europay,
MasterCard and Visa) chip technology, which is a global standard for debit and credit cards.
RuPay chip cards have an embedded microprocessor circuit containing information about the
card holder and because transactions are PIN-based rather than signature-based.

RUPAY FOR FARMERS

RuPay also provides a unified "Kisan Card", issued by banks across the country under Kisan
Credit Card, enabling farmers to transact business on ATMs and PoS terminals.
PUNGRAIN (Punjab Grains Procurement Corporation Ltd), pays commission agents through the
RuPay Debit Card, and developed a commission agents network called the KisanArhtia
Information and Remittance Online Network (KAIRON) with the help of the National Payments
Corporation of India.
Kotak Mahindra Bank in partnership with RuPay rolled out an initiative for financial inclusion,
where the dairy farmers across 75 cooperative societies of AMUL in regions of Burdwan and
Hooghly of West Bengal will be able to get their payments directly into their account on the
same day of sale of milk.
The same model is planned to be adopted in the state of Gujarat where 1200 cooperative
societies comprising over 300,000 dairy farmers will be the part of the programme.

HISTORY
President of India on 8 May 2014 launched Rupay, Indigenous Card payment System at
RashtrapatiBhawan in Delhi. RuPay is the coinage of two terms Rupee and Payment.
Reserve Bank of India (RBI) envisioned the need for such an indigenously managed
service in 2005. National Payments Corporation of India (NPCL) developed the Rupay
platform.
Rupay is the seventh card payment system in the world after Visa, MasterCard, American
Express, Discover, Diners Club, and JCB.

Features of RuPay
It can be used at ATMs, Points of sale and also for online purchases.
Rupay card will be use with a PIN. It is possible to withdraw 25000 rupees using the
card. Up to 50000 rupees can be spent at Point of sale terminals.
 The variant of Rupay card is Kisan Card which is issued by 43 Public Sector Banks
(PSBs).
RuPay Scheme provide flexibility to card issuing banks to issue special purpose cards
like Kisan Cards, Milk Procurement Cards, Grain Procurement Cards and Financial
Inclusion Cards.
The user of Rupay will need to pay at least 40 percent fewer charges for each transaction
clearing and settlements when compared to other international platforms.
Expansion of RuPay
The total number of banks issuing RuPay cards is now more than 250 and the card base
as on April 2014 was at 20 million plus. More than 150 cooperative banks and the
regional rural banks (RRBs) have also issued RuPay ATM card.
Government sector banks already set up 25331 ATMs in which Rupay can be used. In
the present financial year 2014-15, another 9000 ATMs will be set up. These cards can
be used in more than 1.6 lakh ATMs and 95% of POS terminals and almost all e-com
merchants.
Currently, over 12 per cent of GDP worth cash and coins are in circulation which is quiet
high.
Benefits of RuPay Card
The benefits of RuPay debit card are the flexibility of the product platform, high levels of
acceptance and the strength of the RuPay brand-all of which will contribute to an
increased product experience.
Lower cost and affordability
Customized product offering
Protection of information related to Indian consumers
Transaction and customer data related to RuPay card transactions will reside in India
Provide electronic product options to untapped/unexplored consumer segment
Inter-operability between payment channels and products
Rupay card also offer facilities such as personal accident insurance and permanent
disability cover to the card holder.
Soon, it will be possible to use Rupay in foreign countries as the company is looking
ahead with Discover Financial Services of US for Western world and JCB of Japan for
Eastern world.
About Other Cards
Master Card:
It is an American multinational financial services corporation headquartered at New York,
United States. It was founded in December 1966. Throughout the world, principal business of
MasterCard is to process payments between the banks of merchants and the card issuing banks or
credit unions of the purchasers.
Visa Card
It is an American multinational financial services corporation headquartered in Foster City,
California, United States. It was founded in 1958.
American Express Card
American Express Company, also known as AmEx, is an American multinational financial
services corporation headquartered in Three World Financial Center, Manhattan, New York,
United States.
Discover Card
The Discover Card is a credit card which is issued primarily in the United States. It was
announced by Sears in 1985.
Diners Club
Diners Club is a charge card company formed in 1950. It became the first independent credit
card company in the world.
Japan Credit Bureau
Japan Credit Bureau (JCB) is a credit card company based in Tokyo, Japan. It is accepted at JCB
merchants, Discover Network Merchants in the United States, and Union Pay Merchants in
China. It was founded in 1961.
RuPay plans in India ( HDFC& SBI Bank)
This is how RuPay plans to battle with Visa and MasterCard The National Payment Corporation
of India (NPCI) has charted out a three year growth plan to expand base of its newly launched
first ever indigenous payment gateway - Rupay. This in turn, is likely to give a good run for
money to the multinational biggies like Visa or MasterCard. Saikat Das Moneycontrol.com The
National Payment Corporation of India (NPCI) has charted out a three year growth plan to
expand base of its newly launched first-ever indigenous payment gateway - Rupay. This in turn,
is likely to give a good run for money to the multinational biggies like Visa or MasterCard. It
now plans to use its just-launched debit cards for online transactions. RuPay market share is
currently not so significant. However, our growth plan will make it a major rival force to other
two existing players in next three-five years, A P Hota, Chief Executive Officer told
Moneycontrol.com. We have crossed initial two levels of growth for RuPay. In September, we
will add internet acceptability to our existing RuPay debit card. We have already closed a deal
with a US based IT-solution provider. Later in March 2013, we will issue RuPay-enabled
international debit cards. Finally, we will launch RuPay credit cards in March, 2015, said Hota.
NPCI, promoted by 10 banks under the aegis of Indian Banks Association (IBA) had introduced
RuPay enabled ATM cards in June, 2011. Two lakh ATM cards are already in the market. On
March 26, 2012 it launched debit cards, which can be used in ATMs and different point of sales
(PoS). So far, four banks including Union Bank of India, Bank of India, State Bank of India and
Axis Bank have joined the network of RuPay debit cards. This means, a customer of any of those
banks can use such debit cards. NPCI, according to Hota, is in talks with ICICI Bank and
HDFC Bank , the lenders with majority of PoS terminals. Together these two entities own more
than half of India's 6 lakh total PoS terminals. At present, RuPay is accepted in 2.10 lakh PoS
terminals enabled by Axis Bank and SBI . Such terminals are kept in different merchant outlets
wherein you can swipe your debit or credit card. Both ICICI Bank and HDFC Bank are in the
process of rebuilding the system. They have indicated joining the network in July. So, RuPay
card's acceptance in all 6 lakh terminals is a time-taking affair,Hota said. So, what lure banks to
RuPay? Answer: It is cost effective. Banks have to pay less to the payment gateway provider.
For example, banks have to pay nearly Rs 2 for a customer’s transaction size of Rs 1,600 in
RuPay network while the same is around Rs 2.80 with Visa or MasterCard. Secondly, there is no
entry fee for banks to enter RuPay network while lenders would have to pay around Rs 25 lakh
each in case of other two providers. Finally, banks need not pay a minimum quarterly fee in the
RuPay network. However, the same fee would be in the range of Rs 10-30 lakh for other two
major gateways. Moreover, RuPay helps in financial inclusion as many co-operative banks and
regional rural banks (RRBs) are included in its network. RuPay has just issued the debit card.
They will have to build the customer base on this. We are looking at all options to join any
payment network. Once the Rupays commercial operation get fully functional, we will be able to
compare the cost structure of different gateways, said a retail head of a large private sector bank,
who does not wish to be named. saikat.das@network18online.com ICICI Bank stock price On
April 30, 2015, ICICI Bank closed at Rs 331.25, up Rs 1.10, or 0.33 percent. The 52-week high
of the share was Rs 393.30 and the 52-week low was Rs 247.00. The company's trailing 12-
month (TTM) EPS was at Rs 19.27 per share as per the quarter ended March 2015. The stock's
price-to-earnings (P/E) ratio was 17.19. The latest book value of the company is Rs 126.23 per
share. At current value, the price-to-book

QUERIES ABOUT RUPAY CARDS (Frequently Asked Questions (FAQs)

PRADHAN MANTRI JAN-DHAN YOJANA (PMJDY)

Life Insurance: Procedure & Forms

Forms & Procedure for claiming Life Insurance Cover of Rs. 30, 000/- under PradhanMantri Jan
DhanYojana.
What is PradhanMantri Jan-DhanYojana?

PradhanMantri Jan-DhanYojana (PMJDY) is National Mission for Financial Inclusion to ensure

access to financial services, namely, Banking/ Savings & Deposit Accounts, Remittance, Credit,
Insurance and Pension in an affordable manner.

How is PMJDY different from the earlier Financial Inclusion Plan (Swabhimaan)?

PMJDY focuses on coverage of households as against the earlier plan which focused on
coverage of villages. It focuses on coverage of rural as well as urban areas. Earlier plan targeted
only villages above 2000 population while under PMJDY whole country is to be covered by
extending banking facilities in each Sub-Service area consisting of 1000 – 1500 households such
that facility is available to all within a reasonable distance, say about 5 Km.

Whether Joint account can be opened in PradhanMantri Jan-DhanYojana?

Yes, joint account can be opened.

Under this Scheme, where can I open an account?

Account can be opened in any bank branch or Business Correspondent (Bank Mitr) outlet.

What is BSBDA Account?

Basic Savings Bank Deposit Account (BSBDA) has been defined by RBI vide its circular dated
10.08.2012. Its salient features are:

There is no requirement of minimum balance.

The services available include deposit and withdrawal of cash at bank branch as well as
ATMs; receipt/credit of money through electronic payment channels or by means of
collection/deposit of cheques.
Maximum of 4 withdrawals a month including ATM withdrawal. No such limit for
deposits.
Facility of ATM card or ATM-cum-Debit card.
These facilities are to be provided without any extra cost.

Whether there are any restrictions like age, income, amount etc. criteria for opening
BSBDA by banks for individuals?

Any individual above the age of 10 years can open BSBDA Account.

What is RuPay Debit Card?

Rupay Debit Card is an indigenous domestic debit card introduced by National Payment
Corporation of India (NPCI). This card is accepted at all ATMs (for cash withdrawal) and at
most of the PoS machines (for making cashless payment for purchases) in the country.

What is PIN Number?

Personal Identification Number (PIN) is randomly generated code for use of ATM Card at the
time of withdrawal of money from ATM Machine and also at the time of making payment on
PoS.

How to keep your RuPay Card safe?

Beneficiary of RuPay Card is required to keep the Card in safe custody. PIN should be changed
at frequent intervals and should never be shared with anyone. While using the card at ATM
Machine or PoS, PIN should be entered in machine very secretly so that nobody could even
guess about the PIN Number. As far as possible, Card should be used at authorized places /
centres only. Besides, PIN number should never be written on the Card.

What is special advantage of RuPay Debit Card?

It provides accidental insurance cover upto Rs.1.00 lac without any charge to the customer.

Whether illiterate customers can be issued RuPay Card?

Yes. However, Branch Manager will have to advise all the related risks to the illiterate account-
holder at the time of issuance of RuPay Card.

How to link Mobile Number with Bank Account?

Mobile Number of an account holder is entered in customer’s account in CBS System by the
Bank on the basis of information given in the Account Opening Form. Also, for existing
accounts, banks permit seeding through ATM, SMS from registered mobile, net-banking or on
making a request in the branch (there may be variations depending on the bank).

How to keep debit card operational?

To get benefit of Accidental Insurance Cover, RuPay Debit Card must be used at least once in 45
days.

How long is the debit card valid and how to get Debit Card renewed ?

Debit Card expiry date is mentioned on the Card itself. Account-holder is advised to get issued
new card well before expiry date of his/her existing card by giving fresh application to the
concerned bank.
If someone has two or more accounts and two or more RuPay Debit Cards, whether
accidental insurance cove is available in each account / each card?

Accidental insurance cover is available only in one account.

What is PoS Machine?

PoSstands for Point of Sale. PoS Machine is a small device installed at almost all Business
Centres to facilitate cashless purchases to their customers.

Does a person already having a Bank account in any bank needs to open another account
under PradhanMantri Jan-DhanYojna (PMJDY) to get the Accidental Insurance Benefit
under the Scheme?

A person who is already having a bank account with any bank NEED NOT open a separate
account under PMJDY. He/she will just have to get a RuPay Card issued in his existing account
to get the benefit of insurance. Credit facility can be extended in the existing account if it is
being operated satisfactorily.

What is the concept of overdraft of Rs.5000/- in PMJDY Account and for whom this facility
is available?

Overdraft facility upto Rs.5000/- will be available to one account holder of PMJDY per
household after 6 months of satisfactory conduct of the account. To avoid duplication, Aadhaar
number will also be required. If Aadhaar number is not available, then Bank will do additional
due diligence and also seek declaration from the beneficiary.

Whether Overdraft facility can be availed in more than one account?

Overdraft facility upto Rs.5000/- is available in only one account per household, preferably lady
of the household.

What is Accidental Insurance Cover? Who will pay the premium ?

Accidental Insurance Cover is Rs.1.00 lac and no premium is charged to the beneficiary -- NPCI
will pay the premium. At present the premium is Rs.0.47 per Card.

If both husband and wife is opening accounts under PMJDY are they eligible for
Accidental Insurance Cover of Rs.1.00 lac and overdraft facility of Rs.5000/- in both the
accounts separately?

Accidental Insurance cover of Rs.1.00 lac will be available to all account-holders. However,
overdraft facility upto Rs.5000/- will be available to only one person in the family (preferably
lady of the house).

10
What documents are required to open an account under PradhanMantri Jan-
DhanYojana?

i) If Aadhaar Card/Aadhaar Number is available then no other documents is required. If address

has changed, then a self-certification of current address is sufficient. (ii) If Aadhaar Card is not
available, then any one of the following Officially Valid Documents (OVD) is required: Voter
ID Card, Driving License, PAN Card, Passport& NREGA Card. If these documents also contain
your address, it can serve both as “Proof of Identity and Address”. (iii) If a person does not have
any of the “officially valid documents” mentioned above, but it is categorized as ‘low risk’ by
the banks, then he/she can open a bank account by submitting any one of the following
documents:

 dentity Card with applicant’s photograph issued by Central/State Government

Departments, Statutory/Regulatory Authorities, Public Sector Undertakings, Scheduled
Commercial Banks and Public Financial Institutions;
 Letter issued by a gazette officer, with a duly attested photograph of the person.

Reserve Bank of India (RBI) vide its Press Release dated 26.08.2014 has further clarified
as under:
“Those persons who do not have any of the ‘officially valid documents’ can open “Small
Accounts” with banks. A “Small Account” can be opened on the basis of a self-attested
photograph and putting his/her signatures or thumb print in the presence of an official of the
bank. Such accounts have limitations regarding the aggregate credits (not more than Rupees one
lac in a year), aggregate withdrawals (nor more than Rupees ten thousand in a month) and
balance in the accounts (not more than Rupees fifty thousand at any point of time). These
accounts would be valid normally for a period of twelve months. Thereafter, such accounts
would be allowed to continue for a further period of twelve more months, if the account-holder
provides a document showing that he/she has applied for any of the Officially Valid Document,
within 12 months of opening the small account.

If the present address is different than that of printed on Aadhaar Card, can the account
still be opened under PradhanMantri Jan DhanYojana on the basis of Aadhaar Card?

If address has changed, then a self-certification of current address is sufficient.

Whether Cheque Book will be issued in accounts opened under PMJDY?

In PMJDY accounts are being opened with Zero balance. However, if the account-holder wishes
to get cheque book, he/she will have to fulfill minimum balance criteria, if any, of the bank.

What are the direct / special benefits attached to PMJDY?

Special benefits attached to the scheme are:

11
  Interest on deposit.
 Accidental insurance cover of Rs.1.00 lac
 No minimum balance required. However, for withdrawal of money from any ATM with
Rupay Card, some balance is advised to be kept in account.
 Easy Transfer of money across India
 Beneficiaries of Government Schemes will get Direct Benefit Transfer in these accounts.
 After satisfactory operation of the account for 6 months, an overdraft facility will be
permitted
 Access to Pension, insurance products.

I have no official valid document for opening an account. Can I still open an account with
bank?

Reserve Bank of India (RBI) vide its Press Release dated 26.08.2014 has clarified as under:
“Those persons who do not have any of the ‘officially valid documents’ can open “Small
Accounts” with banks. A “Small Account” can be opened on the basis of a self-attested
photograph and putting his/her signatures or thumb print in the presence of an official of the
bank. Such accounts have limitations regarding the aggregate credits (not more than Rupees one
lac in a year), aggregate withdrawals (nor more than Rupees ten thousand in a month) and
balance in the accounts (not more than Rupees fifty thousand at any point of time). These
accounts would be valid normally for a period of twelve months. Thereafter, such accounts
would be allowed to continue for a further period of twelve more months, if the account-holder
provides a document showing that he/she has applied for any of the Officially Valid Document,
within 12 months of opening the small account.

How much interest savings would earn in PMJDY Account?

Interest rate applicable for Saving Bank Accounts (presently @ 4 % in most of the banks) shall
be admissible to accounts opened under PMJDY Scheme.

How much interest will be charged by bank on overdraft facility in PMJDY?

Base Rate + 2 % or 12 %, whichever is lower. At present it will be 12 %.

Whether banks will be organizing Account Opening Camps in future also?

Yes. Nationalized banks have been asked to organize camps on all Saturdays from 8.00 AM to
PM. Banks can hold additional camps on other days also.

If I have required papers for issuance of Aadhaar Card, can I get Aadhaar Card in Bank
and open my account under PMJDY simultaneously?

Aadhaar Registration may be got done in Camps organized by UIDAI. In account opening
camps also, endeavor is to make Aadhaar Registration Counter available.

12
Do you have to pay some fee to open a Bank account under PMJDY?

No. There is absolutely no charge / fee for opening an account under PMJDY.

Can a minor (below 18 years of age) open an account under PMJDY?

A minor of above the age of 10 years can open his / her Savings Bank account in any bank.

Who is Business Correspondent Agent / Bank Mitra and what is their role in PMJDY?

Business Correspondent Agents (Bank Mitras) are retail agents engaged by banks for providing
banking services at locations where opening of a brick and mortar branch / ATM is not viable.
Scope of activities of Business Correspondents / Bank Mitra are as under:

 Creating Awareness about savings and other products and education and advice on
managing money and debt counseling.
 Identification of potential customers.
 Collection and preliminary processing of various forms for deposits including verification
of primary information /data.
 Filling of applications / account opening forms
 Collection and payment of small value deposits and withdrawals.
 Receipt and delivery of small value remittances / other payment instructions.
 Furnishing of mini account statements and other account information.
 Any other service on behalf of the Bank, duly authorized by the appropriate authority etc.

How Bank Mitr helps us to use Banking Services?

Bank Mitr represent the bank concerned and enable a bank to expand its outreach and offer
limited range of banking services at low cost, particularly where setting up a brick and mortar
branch is not viable. Bank Mitrs, as agent of the Bank, thus are an integral part of the business
strategy for achieving greater financial inclusion.

Who can be Bank Mitr?

Banks have been permitted to engage individuals / entities as Business Correspondent (Bank
Mitrs) like (i) Retired Bank Employees (ii) Retired Teachers (iii) Retired Govt. Employees (iv)
Ex-Servicemen (v) Individual owners of kirana / medical/ fair price shops, individual Public Call
Office (PCO) operators, Agents of Small Savings Scheme of Government of India / Insurance
Companies, ‘for profit’ companies registered under the Indian Companies Act. Since 24.06.2014,
RBI has permitted Non Deposit taking NBFCs as BCs in addition to above.Thereafter, such
accounts would be allowed to continue for a further period of twelve more months, if the
account-holder provides a document showing that he/she has applied for any of the Officially
Valid Document, within 12 months of opening the small account.

13
Can I get my PMJDY account transferred to other City / State upon my transfer posting to
other States?

All banks participating in PMJDY are on CBS (Core Banking Solution) platform and the account
can easily be transferred to any branch of the bank in any city/town as per the request of the
account-holder.

What is USSD based transaction and how to use it?

USSD is abbreviated form of “Unstructured Supplementary Service Data”. USSD based Mobile
Banking offers basic Banking facilities like Money Transfer, Bill Payments, Balance Enquiries,
Merchant Payments etc. on a simple GSM based Mobile Phone, without the need to download
application on a Phone as required at present in the Immediate Payment Service (IMPS) based
Mobile Banking. Transactions can be performed on basic phone handsets. The user needs to
approach his bank and get his mobile number registered. The bank will issue an MPIN (Mobile
PIN) to the user. The user thereafter needs to dial *99# and the menu for using USSD opens.
Thereafter customer has to follow selections on the menu to complete the transaction. Charges as
applicable by the Telecom Operator (not more than Rs.1.50 per transaction as mandated by
TRAI) may be applicable.

Exclusive Benefits of the RuPay Premium Debit Card

 Daily withdrawal Limit: Rs 25,000
 Shopping limit on E-com and POS: Rs 1.25 Lacs

5% CashBack on Utility Bill payments made with your Debit Card

 Get Rs 5 CashBack for every Rs 100 that you spend through your Debit Card for utility
bill payments.
 CashBack of up to a maximum aggregate of Rs 50 per month per card can be
accumulated.
 Cashback will be given by the end of the subsequent month from the date of transaction.
Zero Fuel Surcharge
 As a RuPay Premium Debit Card holder, fuel surcharge levied on your Debit Card at any
fuel pump in India will be reversed by the end of the subsequent month from the date of
levy of the surcharge. (Up to a maximum of Rs 75 per month per card)

 This waiver is valid at all fuel pumps across the country. The minimum transaction value
should be Rs 300 or above.

Exclusive Offers on RuPay Premium Debit Card

 Welcome Vouchers - One-time usage offers:

14
  Cafe Coffee Day - Buy One Cappuccino, Get One Cappuccino free. to Know the list of
participating outlets.

 The Mobile Store - Up to Rs. 1500 off on select handsets. to know the Store List.

Merchant Discounts:
 Cafe Coffee Day - 15% off on a minimum billing of Rs. 300. to Know the list of
participating outlets.
 IRCTC - Rs. 25 Cashback on booking done through www.irctc.co.in on minimum
transaction value of Rs. 300 (capped at 1 transaction / month) (Cashback on Cafe Coffee
Day and IRCTC will be processed as per MID & TID defined by NPCI under the
program)

Personal Accidental Death / Permanent Disability Insurance of Rs. 2 lacs

 You are entitled to a Personal Accidental Death / Permanent Disability Insurance by
Air/Road/Rail - Sum assured Rs 2 lakhs

 For any Claims under Personal Accidental Death / Permanent Disability Insurance to be
accepted and processed, the Cardholder should have carried out at least 1 transaction
using the RuPay Premium Debit Card, within 30 days prior to the event date.

Online Payment Ready

 Be it online shopping, payment of your utility bills or booking a movie ticket, just use the
HDFC Bank RuPay Premium Debit Card from the comfort of your home. What's more,
we have added one extra layer of security, the RuPay Premium PaySecure

 Service that confirms your identity with an extra password when you make the online
transaction.

Zero Liability Protection Sum up to Rs 1 lakh*

 You will not have any liability towards any fraudulent transactions on your Debit Card
that takes place 30 days prior to reporting the Card loss. This protection is only applicable
for Point-Of-Sale (POS) transactions and not for ATM/Online Debit Card/NetSafe
transactions, subject to a maximum liability of Rs 1 lakh per Card. Please report loss of
Card immediately to our PhoneBanking service or visit the nearest HDFC Bank branch
for further assistance.

 For any claims under Zero Liability to be accepted and processed, the Cardholder should
have carried out at least 1 transaction using the Debit Card, within 6 months prior to the
date of the disputed purchase transaction.

15
Standing Instruction on Debit Card
 With Standing Instruction facility on Debit Cards, under BillPay, you can take care of
your bill payments automatically without having to write cheques and wait in queues.

 For new bills, visit NetBanking>BillPay& Recharge tab > Add Biller > Enter new Biller
details
 For registered bills, log in to NetBanking> Go to BillPay& Recharge tab > Standing
Instruction.
 Also, Get 5% Cashback (max. CashbackRs. 100) on Utility / Telecom for the first 3
months with Standing Instruction on Debit Card till 31st March'15. to Know More.

Airport Lounge Access

 RuPay Premium Airport Lounge Access program provides access to the participating
lounges two (2) times per calendar quarter per card in any of the 27 participating airport
lounges. for list of Participating Airport Lounges and T&Cs.

 Cardholder has to present the RuPay Premium Debit Card at the point of entry to avail
the complimentary access.

 A nominal transaction fee of Rs. 2 per access will be charged to the card.

 Customer will need to enter valid PIN to complete the transaction.

Concierge Facility
 Concierge service will be available as a 24x7 service across India on best-effort basis.
 Services offered under the concierge service are detailed as under:
 Gift Delivery Assistance
 Flower Delivery Assistance
 Restaurant Referral and Arrangement
 Courier Service Assistance
 Car Rental and Limousine Referral and Reservation Assistance
 Golf Reservations
 Movie ticket sourcing Assistance
 Car Rental and Sight Seeing Assistance
 IT Return Assessment and filling assistance
 Investment Consultancy
 Insurance Consultancy
 RuPay Premium Debit Card Concierge service can be availed in English or Hindi by
calling toll free number - 1800-26-78729

16
  Most of the services will be on a chargeable basis as communicated by the service
providerfor Terms & Conditions.
 For detailed Terms & Conditions of the offers, please Kindly note, effective 1st June
2015, Movida service will be discontinued for HDFC Bank Debit Cards.

What are the charges of the RuPay Premium Debit Card?

 Annual fee per Card Rs 150
 Replacement of damaged card: Free
 Free replacement of lost card: 200*
 Charge slip retrieval request: 100*

Balance Enquiry / PIN Change / Mini statement

Please Note:
There are no charges for using the Debit Card at merchant locations for shopping and at HDFC
Bank ATMs. However, at railway stations and petrol pumps, transaction charges as per industry
practices will be applicable.

History of Banking in India

Without a sound and effective banking system in India it cannot have a healthy economy The
banking system of India should not only be hassle free but it should be able to meet new
challenges posed by the technology and any other external and internal factors. For the past three
decades India's banking system has several outstanding achievements to its credit. The most
striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in
India. In fact, Indian banking system has reached even to the remote corners of the country. This
is one of the main reasons of India's growth process.

The government's regular policy for Indian bank since 1969 has paid rich dividends with the
nationalization of 14 major private banks of India Not long ago, an account holder had to wait
for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he
has a choice. Gone are days when the most efficient bank transferred money from one branch to
other in two days. Now it is simple as instant messaging or dials a pizza. Money has become the
order of the day. The first bank in India, though conservative, was established in 1786. From
1786 till today, the journey of Indian Banking System can be segregated into three distinct
phases.

How do I use the RuPay Premium Debit Card?

Your HDFC Bank RuPay Premium Debit Card gives you access to your HDFC Bank Account at
the following locations:

17
At Merchant Outlets for Shopping ?

RuPay Premium Debit Cards can be used at ATMs, merchant outlets and websites in India only

Effective 1st December, 2013, as per RBI mandate you need to complete the Point-of-Sale

transaction at merchant location using your ATM PIN.

 Effective 1st December 2013, transaction at merchant outlet will be declined if

wrong/NO PIN entered.
 This Debit Card is enabled for domestic transactions only i.e. for shopping at Merchant
outlet, domestic online websites and Cash withdrawals at domestic ATMs.
 Present your Card to the merchant after selecting your purchases.
 The merchant will swipe the Card through the electronic terminal and enter the amount of
purchase.
 On approval, the terminal will print out a transaction slip with all the details of the
purchases. Check the slip and sign at the appropriate place.
 Your account with HDFC Bank will be debited online for the amount of your purchase
(Subject to availability of funds in your account).
 The merchant will return a copy of the transaction slip and your Card. Please ensure that
you have received your own CardFor online shopping with your RuPay Premium Debit
Card.
 You can shop online using your HDFC Bank RuPay Premium Debit Card by using
RuPay Premium PaySecure Service. Click Here for steps.

Simple Checkout Process

 Select the goods and services from the merchant store/website and proceed to the
payment pageEnter your HDFC Bank Debit Card Number and the online store will
connect you with HDFC Bank, to check whether your Card is secured with RuPay
Premium PaySecure Service.

 In case your Card is not registered, HDFC Bank initiates a RuPay Premium PaySecure
Service pop-up window on your computer screen and registration happens during the
transaction itself. For subsequent transactions after registration, HDFC Bank initiates a
pop-up window on your computer screen that includes your personal message.

 Look for and confirm your personal message, then enter your password. HDFC Bank will
then confirm your identity to the merchant at ATMs:

18
At HDFC Bank ATMs you can avail the following services:

 Account Selection
 Cash Withdrawal/Balance Enquiry
 Cheque/Cash Deposit
 Mini Statement of Accounts
 Account Statement/Cheque book Request
 Funds Transfer between your own Accounts
 PIN Change
 BillPay

At other banks’ ATMs, you can avail:

 Cash Withdrawal
 Balance Enquiry

Who's eligible for the RuPay Premium Debit Card?

 Both Residents and NREs can apply.
 Resident Indians should hold one of the following:
 Salary Account
 Savings Account
 Current Account

How do I apply for RuPay Premium Debit Card?

Get details on eligibility criteria & documents required for RuPay Premium Debit Card.

Do you already have a HDFC Bank Account?

All you need to do is download the application form, print it, and fill in your details. Then drop it
off at your local HDFC Bank branch. We will take care of the rest, and send the card to your
mailing address.

What if I don’t have a HDFC Bank Account?

Download the Account Opening form, print it, and enter your information. This form will
include the EasyShop Debit Card application – there’s no need to fill two forms. Take the
submission to your closest HDFC Bank branch and we’ll complete the process.

Can I use the RuPay Premium Debit Card to pay online?

Currently your RuPay Premium Debit Card can be used to make purchases from Domestic online
merchants who have the RuPayPaySecure certification displayed on their website.

Where can the RuPay Premium Debit Card be used?

19
RuPay Premium Debit Card can only be used domestically, which is, at ATMs, merchant outlets
and websites in India only.

For online transactions, is there a need to create a new password for RuPay Premium Debit
Card with RuPayPaySecure?
No, there is no need of a password with RuPayPaySecure and the ATM PIN is all a customer
needs to have. The authentication requires other credentials like image selection and pass phrase
over and above the ATM PIN. Please refer the section "How do I use the RuPay Premium
Debit 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.
Reserve Bank of India was vested with extensive powers for the supervision of banking in India
as the Central Banking Authority.

COMPANY PROFILE
2.1.1 Overview of SBI

EVOLUTION OF SBI
The origin of the State Bank of India goes back to the first decade of the nineteenth century with
the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank
received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India Sponsored by the Government of
Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed
the Bank of Bengal. These three banks remained at the apex of modern banking in India till their
amalgamation as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either as a
result of the compulsions of imperial finance or by the felt needs of local European commerce
and were not imposed from outside in an arbitrary manner to modern is India's economy. Their
evolution was, however, shaped by ideas culled from similar developments in Europe and
England, and was influenced by changes occurring in the structure of both the local trading
environment and those in the relations of the Indian economy to the economy of Europe and the
global economic framework.

Establishment
The establishment of the Bank of Bengal marked the advent of limited liability, joint stock
banking in India. So was the associated innovation in banking, viz. the decision to allow the
Bank of Bengal to issue notes, which would be accepted for payment of public revenues within a
restricted geographical area. This right of note issue was very valuable not only for the Bank of
Bengal but also its two siblings, the Banks of Bombay and Madras. It meant an accretion to the

20
capital of the banks, a capital on which the proprietors did not have to pay any interest. The
concept of deposit banking was also an innovation because the practice of accepting money for
safekeeping (and in some cases even investment on behalf of the clients) by the indigenous
bankers had not spread as a general habit in most parts of India. But, for a long time, and
especially upto the time that the three presidency banks had a right of note issue, bank notes and
government balances made up the bulk of the investible resources of the banks.

The three banks were governed by royal charters, which were revised from time to time Each
charter provided for a share capital, four-fifth of which were privately subscribed and the rest
owned by the provincial government. The members of the board of directors which managed the
affairs of each bank, were mostly proprietary directors representing the large European managing
agency houses in India. The rest were government nominees, invariably civil servants, one of
whom was elected as the president of the board.

PRODUCTS AND SERVICES PROVIDED BY SBI

 Savings Accounts
 Current Accounts
 Fixed Deposits

Loans
 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans
 Car Loans
 Overdraft Against Car
 Express Loans
 Gold Loan
 Educational Loan
 loan Against Securities
 Loan Against Property
 Loan Against Rental Receivables

Cards
a) Credit Cards
b) Debit Cards

Access Your Bank

i) Net Banking
ii) Mobile Banking

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 iii) ATM
iv) Phone Banking

SWOT analysis
STRENGTH
 Brand Name : SBI Bank has earned a reputation in the market over the period of
time(Being the oldest bank in India tracing history back to 1806)

 Market leader: SBI is ranked at 380 in 2008 Fortune Global 500 list, and ranked 219 in
2008 Forbes Global 2000. With an asset base of $126 billion and its reach, it is a regional
banking behemoth.

 Wide Distribution Network: Excellent penetration in the country with more than 10000
core branches and more than 5100 branches of associate banks.

 Diversified Portfolio: SBI Bank has all the products under its belt, which help to extend
the relationship with existing customer. SBI Bank has umbrella of products to offer their
customers, if once customer has relationship with the bank Some Products, which SBI
Bank is offering are: Retail Banking Business banking Merchant Establishment Services
(EDC Machine) Personal loans & Car loans insurance housing loans. Government
Owned: Government owns 60% stake in SBI. This gives SBI an edge over private banks
in terms of customer security.

 Low Transition Costs-SBI offers very low transition costs which attracts small
customers.

WEAKNESSES:
 The existing hierarchical management structure of the bank, although strength IN some
respects, is a barrier to change.

 Though SBI cards are the 2nd largest player in the credit card industry, it has the highest
nonperforming assets (NPAs) in the industry, which stand out to be at 16.28% (DEC
2007).

 Modernization: SBI lags with respect to private players in terms of modernization of its
processes, infrastructure, centralization, etc.

OPPORTUNITIES
 Merger of associate banks with SBI: Merger of all the associate banks (like SBH,
SBM, etc) into SBI will create a mega bank which streamlines operations and unlocks

22
 value.

 Planning to add 2000 branches and 3000 ATMs in 2008-2009. This will further
increasing its reach.

 Increasing trade and business relations and a large number of expatriate populations
offers a great opportunity to expand on foreign soil.

THREATS
 Advent of MNC banks: Large numbers of MNC banks are mushrooming in the Indian
market due to the friendly policies adopted by the government. This can increase the
level of competition and prove a potential threat for the market share of SBI bank.

 Consumer expectations have increased many folds in last few years and the bank has not
been responsive enough to meet them on time.

 Private banks have started venturing into the rural and semi-urban sector, which used to
be the bastion of the State Bank and other PSU banks.

 Employee Strike: There was an employee strike in the year 2006 which disrupted SBI’s
activities. This can be repeated in the future.

2.1.2 Overview of HDFC BANK

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian bank".
They realized that only a single-minded focus on product quality and service excellence would
help them to get there.

HDFC Bank, one amongst the firsts of the new generation, tech-savvy commercial bank of india
was set up in august 1995 after the Reserve Bank of India allowed setting up of Banks in the
private sector. The Bank was promoted by the Housing Development Finance Corporation
Limited, a premier housing finance company (set up in 1977) of India. Net Profit for the year
ended March 31, 2006 was up 30.8% to Rs 870.8 crores.

Branch network
Currently (2007), HDFC Bank has 583 branches located in 263 cities of India, and all branches
of the bank are linked on an online real-time basis. The bank offers many innovative products &
services to individuals, corporate, trusts, governments, partnerships, financial institutions, mutual
funds, insurance companies. The bank also has over 1471 ATMs. In the next few months the
number of branches and ATMs should go up substantially.

23
Profile
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 registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank
in January 1995.

HDFC BANK AND CENTURION BANK OF PUNJAB MERGER

Merger of Centurion Bank of Punjab with HDFC Bankat share swap ratio of 1:29. The Scheme
of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine
shares of Centurion Bank of Punjab.

Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, “We were
amongst the first to get a banking license, the first to do a merger in the private Sector with
Times Bank in 1999, and now if this deal happens, it would be the largest merger in the private
sector banking space in India. HDFC Bank was looking for an appropriate merger opportunity
that would add scale, geography and experienced staff to its franchise. This opportunity arose
and we thought it is an attractive route to supplement HDFC Bank’s organic growth. We believe
that Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent and
approach to business.

PRODUCTS AND SERVICES PROVIDED BY HDFC BANK

Savings Accounts
 Regular Savings Account
 Savings Plus Account
 Savings Max Account
 No Frills Account
 Retail Trust Account
 Salary Accounts
 Payroll
 Classic
 Regular
 Premium
 Defence Salary Account
 Kid's Advantage Account
 Pension Saving Bank Account
 Family Savings Group

24
Current Accounts
 Plus Current Account
 Trade Current Account
 Premium Current Account
 Regular Current Account
 Reimbursement Current Account
 RFC - Domestic Account

Fixed Deposits
 Regular Fixed Deposit
 Super Saver Account
 Sweep-in Account

Loans
 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans
 Car Loans
 Overdraft Against Car
 Express Loans
 Gold Loan
 Educational Loan
 loan Against Securities
 Loan Against Property
 Loan Against Rental Receivables

Cards
c) Credit Cards
i) Silver Credit Card
ii) Gold Credit Card
iii) Platinum Plus Credit Card

d) Debit Cards
i) Easy Shop International Debit Card
ii) Easy Shop Gold Debit Card
iii) Easy Shop International Business Debit Card

25
 e) Access Your Bank
i) Net Banking
ii) Mobile Banking
iii) ATM
iv) Phone Banking

SWOT analysis
STRENGTH
 Right strategy for the right products
 superior customer service vs competitors
 great brand image
 high degree of customer satisfaction
 good place to work
 lower response time with efficient & effective service
 dedicated work force making a long term career in the field

WEAKNESSES
 Customer service staff need training

OPPORTUNITIES
 Profits margins will be good
 Could extent to overseas broadly
 Could seek better customer deals

THREATS
 legislation could impact
 great risk involved
 very high competition prevailing in the industry
 lack of infrastructure in rural areas could constrain investment

CUSTOMER SATISFACTION
Customer satisfaction refers to how satisfied customers are with the products or services they
receive from a particular agency. The compare level of customer satisfaction toward HDFC and
SBI banks is determined not only by the quality and type of customer experience but also by the
customer’s expectations.

Banking means accepting the deposits from the customers for lending to the needy and extending
the other services as to issue of DD etc. now a days after introduction of Public and private
sector banks. The banks have become a profit centre and the functions become changed and now

26
banks are doing the insurance and mutual funds also. but nationalised banks are still service
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. A customer
may be defined as someone whohas a direct relationship with, or is directly affected by your
agency andReceives or relies on one or more of your agency’s 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 customer’s expectations when they plan listen to the customer
as they design. andFocus on the delivery of customer service activities value customer feedback
when they measure performance.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. andCustomers 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.

2 (B). LITERATURE REVIEW

1. GarimaChaudhary (2014)1 examinedin his study on a Performance Comparison of

Private Sector Banks with the Public Sector Banks in India:As discussed above, it has
been witnessed that the major area of concern for any bank is the customer service and
customer satisfaction, thus just like the private sector banks, it is high time that the public
sector banks also start concentrating more on the customers and the services provided to
them. Top most rank held by a private bank is a clear indicator of the better performance
of the private banks due to their higher concern towards customer feedback, their
efficient management and thus yielding to higher productivity and networks throughout
India. To strive the cut throat competition given to the public sector banks by the private
sector banks, the public sector will have to pull up their shoes to be at the better half part
of the race else the time is very near which can make these public sector banks just a
memory or a history for everyone.

2. Denise K. Conroy(2013)2stated in his study titled (Customer satisfaction measures in the

27
 public sector: what do they tell us?) attempts to devise customer satisfaction measures
according to him there are a number of factors which can affect the interpretation of
results - the nature of the customer, service provision, service quality and, for the public

sector, the extent to which consumer sovereignty exists. Resources may be better directed
towards setting and maintaining high levels of standard of service. This study addresses
the difficulties and highlights the complex nature of a customer or service beneficiary
who can be, at the same time, a taxpayer, voter, recipient of financial benefits, with
expectations of the public sector and its delivery agent, yet cannot choose another
provider.

3. dr. snehalkumar h mistry (2013)3Stated in his study on a measuring customer

satisfaction in banking sector with special reference to banks of Surat city :With the
economic growth of country is on accelerating mode, role of banking industry is
alsoimportant in this growth. With the expansion of banking services to peoples excluded
frombanking services to large corporate searching fund for their activities, makes the
importance ofbanking services. New technologies are being introduced and there is
always a fear of economicuncertainties. Fierce competition, more demanding customers
and the changing climate havepresented an unparalleled set of challenges (Lovelock,
2001) for banks in the country. Therefore,customer satisfaction is the key for many banks
to survive in competition. The purpose of thispaper is to identify the factors affecting
customer satisfaction in Banks and analyze their effectson the level of customer
satisfaction for attract the customers. The dimensions Reliability, Responsiveness and
Assurance are found to be the most vital and strategic determinants of service quality and
customer satisfaction for both public and private sector banks. If banks want to sustain
customers on a long term basis, bankers should work towards 100% customer satisfaction
that automatically foster customer delight.

4. Amruth Raj Nippatlapalli (2013)4stated in his study on A Study On Customer

Satisfaction Of Commercial Banks:Case Study On State Bank Of India : Some light was
shed on some negative factors also like creating an awareness on online transactions,
interest rates on loans, A.T.M. facilities etc.,That’s why Some suggestion were provided
to the management like concentrating on Online services, solving banking problem with a
quick time and promote loan facilities like industrial,business,agriculture,individual loans
etc, with an attracting advertisements.

5. Dr. PriyaAnandIrabatti (2013)5statedin his study on a Customer Satisfaction of Online

Banking in SBI and ICICI - A Comparative Study in Pune City :The internet banking has
been growing rapidly in India. The growth in recent year attracts many banks internet
services, the competition resulted into benefit to the customer. Within Pune city, due to

28
 industrial base and educational institutes, majority of customers are using internet
banking. These customers are from service class. ICICI is the pioneer bank in India.
Therefore ICICI dominates in majority of the quality dimension. However in case of
quality dimension of ‘Privacy of Information’, it seems that people of India still trust
public sector bank, ie SBI bank. The difference in service quality arises mainly because
of skilled human resource and culture of bank. ICICI has attracted young and efficient
staff for the internet operations, while SBI still suffers due to the rigid mentality of the
old employees. However in last few years, SBI came out as leading Public Sector bank
providing online services to customers.

6. Dr. Randhawa. S.S (2013)6statedin his study on a ATM services and customer’s
satisfaction level: a case study of public and private sector banks in Hamirpur district
(HP): It is concluded from the above study that ATM acts as a “personal bank” to the
ATM card holders which provide the various facilities to the customers anytime,
anywhere. Majority of the respondents are highly satisfied with the facilities as per the
geographical conditions of the rural areas. The habit of using ATM for various other
purposes can be developed by creating the awareness about the various facilities of ATM.
The public sector banks should concentrate on personal contact and problem solving
while private bank should concentrate on winning the confidence of the pubic towards
the private banks. The proper security personnel must be deployed at every ATM round
the clock so that proper co-ordination can be maintained between the banks and ATM i.e.
information of shortage of cash, machine out of order, privacy and security. More cash in
the beginning of every month, pass book entry provision at ATM, deposit machine at
every ATM, cheque deposit facilities, proper maintenance, no hidden charges, acceptance
of local banks ATM i.e. H.P. state co-operative banks and The Kangra Central Co-
operative Bank are the some suggestion which can play an important role in improving
the effectiveness of ATM.

7. Ms. Linda Mary Simon (2012)7 statedin his study on A Study on Customer Perception
Towards Services Provided By Public Sector Bank and Private Sector Bank :The
perceived quality of services provided by private sector bank (ICICI) is better than public
sector bank (Indian overseas bank) in Coimbatore city region. It is evident that pub lic
sector banks have a strong presence in the market, but in recent times they are facing stiff
competition from private sector banks in the range and quality of services offered. In the
present scenario banks have to be service oriented in order to keep ahead of competition.
Public sector banks must concentrate on providing updated information to customers
regarding the new services offered by them. They must also change their policies,
customer service norms and service efficiency keeping in view the strategies adopted by
private sector banks. In the prevailing scenario, a number of banks have adopt a new

29
 deployment strategy of infrastructure outsourcing, to lower the cost of service channels.
As a result, other banks too will need to align their reinvented business models. The
required changes at both the business and technology levels are enormous. In a highly
competitive banking market, early adopters are profiting from increased efficiencies.

8. Maya BasantLohani*, Dr. Pooja Bhatia (2012)8statedin his study on a Assessment of Service
Quality in Public and Private Sector Banks of India with Special Reference to Lucknow City :In
the modern marketing customer satisfactions is of paramount importance. The study on service
quality in selected banks is measured in five dimensions by using SERVQUAL scale developed
by Parasuraman et al (1988). The number of responses in the present research reveals that there
exists a small perceptual difference regarding overall service quality with the respective banks.
The respondents of both the banks mostly concentrate on the staffs of the banks for improving
customer satisfaction while the bank have more concentration on the tangible factor like a
computerization, physical facilities, etc.

9. V. srihari (2012)9stated in his study ona comparative study on public sector banks (vs)
private sector banks (a case study on state bank of india, canara bank vs city bank, icici
bank):While public sector banksi.e.SBI and Canarabankare in the process of restructu-
ring, private sector banks i.e. ICICI and City bank are busy consolidating through
mergers and acquisitions (the sector has been recently opened up for foreign
investments). Public Sector Bank’s need to improve in the services like ATM’s,Credit
and Debit cards. They lack behind in providing facilities like loans and other accounts.
These branches are not interlinked with each other and working hours are less. In case of
Private sector banks i.e. ICICI and City banks customers are not aware of the facts and
hidden costs in view, as there are various products and facilities provided by the
banks.All four banks are performing well and strewing hard to compete in the current
competitive Indian banking sector. Public sector Banks. i.e. SBI and Canara banks are
performing well. In fact recent statistics says SBI has lost its market share and Canara
bank is performing well in all most all parameters. Whereas Private sector banks i.e.
ICICI and City bank are also doing well. In fact City bank has adopted un ethical ways to
collect dues from customers which is quite not acceptable.

10. Harry Nowka,(2012)10stated Southwestern Oklahoma State University in their study

titled (Customer responses: a comparative study) stated wants to determine various
variables which influence customers of a bar and grill. This comparative analysis
includes customer responses with comparisons made to the major competitor's customer
responses, student customer responses, and responses of a panel of non customers
assembled to assess potential customer responses. This study indicates that location can
be a significant deterrent to expansion of the customer base. The personality of the owner
can have a positive impact on customer flow. Analysis of spending patterns indicates that
food and pool were underutilized. The male/female ratio was a determinate of customer

30
 flow.

11. Dawn Iacobucci, Amy Ostrom, Kent Grayson (2012)11statedin their study titled
(Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer)
presents two studies that rely on divergent methodologies to examine whether or not
quality and satisfaction have distinct antecedent causes, consequential effects, or both
(i.e., whether or not they should be considered a single construct, or distinct, separable
constructs). They focus on consumers’ understanding and use of the words quality and
satisfaction; in both studies, respondents report whether or not they think quality and
satisfaction differ and if so, on what dimensions or under what circumstances. In the first
study, they use the qualitative “critical incident” technique to elicit service attributes that
are salient to respondents when prompted to consider quality and satisfaction as distinct.
they code the responses to these open-ended survey questions to examine whether quality
can be teased apart from satisfaction, from the respondents’ (consumers’) perspective. In
the second study, to triangulate on the qualitative data, they experimentally manipulated a
number of service attributes drawn from both the first study and from the literature to see
whether or not they have differential impacts on judgments of quality and satisfaction.
They did not presuppose that quality and satisfaction differ—rather, they asked
respondents to make a judgment either of quality or of satisfaction, defining the term as
they saw fit.

12. Antreas D Athanassopoulos (2012)12statedin his study titled(Customer Satisfaction

Cues To Support. .Market. .Segmentation. .and. .Explain. .Switching.
.Behavior).examined the customer satisfaction cues in retail banking services in Greece.
The study proposes an instrument of customer satisfaction that contains service quality
and such other attributes as price, convenience, and innovation. The proposed framework
of customer satisfaction was verified empirically yielding four distinct facets for business
customers and five for individual customers. The performance implications of the
customer satisfaction instrument are also explored. What is shown is that customer
segments, in fact, yield statistically different satisfaction scores, which verifies the
managerial value of customer segmentation practices. Finally, the facets of customer
satisfaction as explanatory cues for the switching behavior of individual and business
customers were tested successfully.

13. Sultan Singh &Komal (2009)13 stated in their study entitled as, “Impact of ATM on
Customer Satisfaction”, make a comparative study of three major banks viz. State Bank
of India, ICICI Bank and HDFC Bank. The study discusses the introduction of ATM in
the banking industry. It also includes the review of the various services provided by the
three banks. It also analyses the data collected for the banks which shows the service
quality of the banks

31
 3
CHAPTER
3. RESEARCH METHODOLOY

It describes the data collection method, the sampling plan, the tools of investigation, planning
and testing of questionnaire and the limitations of the study. The study requires the data to be
collected from two different sources i.e. the primary source and the Secondary source. The
primary data is collected with the help of structured questioners which is being modified &
reliable and the secondary data through the various journals newspapers and websites.

(A). RESEARCH PROBLEM

 The data collected from the customer are qualitative in nature i.e., views, perception,
satisfaction, opinion etc., may change from time to time.

 The data collected are primary in nature. Hence there is chance for a biased of misleading
respondent from the customer.

 On few occasions customer were reluctant to give information, because they were busy

(B). TYPES OF RESEARCH

 Descriptive Study

(C). REAEARCH AND SAMPLE DESIGN

 Research Design
Present study enquired and brought forward the results concerning the set objectives
specified before which relates to description of the state of affairs as a result it clearly
states that it was a DESCRIPTIVE STUDY, which included fact finding enquiries of
different kinds.

SAMPLING DESIGN

 Universe: - The universe was finite in this study, since the population of Rudrapur City is
certain and can be counted.

 Sampling Unit: -The sampling unit is an individual (non-staff member) who is having
account in SBI and HDFC Banks.

 Sample Size: - The sample size for the study was 70 individuals, non-staff members of
SBI and HDFC Banks, Rudrapur Out of which 35 belongs to SBI and 35 belongs to
HDFC bank.
  Sampling procedure: .-. Due to the time and resource constraints the convenience
sampling technique was used. The individuals were selected according to convenience to
fill the questionnaires.

(D). DATA COLLECTION TECHNIQUES

 Primary Data: Primary data was collected by means of questionnaires

 Secondary. .data Secondary data collected by referring to various books, newspapers,

magazines, journals and internet (details in bibliography)

(E). STATISTICAL TOOLS AND TECNINQUE

 Pie charts
 Bar diagram
 Comparative analysis

(F). SAMPLING TECHNIQUES

 Random sampling
 4
CHAPTER
DATA ANALYSIS
COMPARATIVE STUDY
OF
SBI (SAMIPLE SIZE 35)
AND
HDFC BANK (SAMIPLE SIZE 35)
TOTAL SAMPLE SIZE 70
4. ANALYSIS
1. SAMPLE SIZE

SBI 35

HDFC 35

SAMPLE SIZE

SBI
HDFC 50%
50%

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank. this total sample size is 70 but equally divided 35 respondents HDFC AND SBI Bank. 35
SBI respondents and 35 HDFC Bank respondents.
2. COMPARATIVE STUDY OF AGE GROUP WITH GENDER OF CUSTOMER
LINKING WITH SBI AND HDFC BANK

(a). AGE GROUP

AGE SBI HDFC

LESS THAN 25 5 4
25-35 8 12
35-45 6 7
45-55 12 9
55 & ABOVE 4 3

14

12

10

8
SBI
6 HDFC

0
less than 25 25-35 35-45 45-55 55& above

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank. customer age of less than 25 age customer is 5 is sbi and hdfc is 4 , under to 25 – 35 aged
customer sbi is 8 and hdfc is high 12 , under to 35 – 45 aged customer sbi is 6 and hdfc is 7,
under to 45 – 55 aged customer sbi is high 12 and hdfc is 9 and 55 to above customer sbi is 4
and hdfc is 3.
(b). GENDER

GENDER SBI HDFC

MALE 28 27
FEMALE 7 8

30

25

20

15 SBI
HDFC
10

0
MALE FEMALE

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank .gender of customer male sbi is high 28and hdfc is 27 and female sbi is 7and hdfc is 8 in
sbi bank and HDFC Bank.
3. OCCUPATION OF THE CUSTOMERS OF SBI AND HDFC BANK

OCCUPTION SBI HDFC

SERVICE 15 12
BUSSINESMAN 6 13
PROFESSIONAL 3 5
STUDENT 8 3
HOUSEWIFE 3 2

16

14

12

10

8 SBI
HDFC
6

0
SERVICE BUSINESMAN PROFESSIONAL STUDENT HOUSEWIFE

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank . occupation of sbi bank and HDFC Bank customer is following : service persons SBI is 15
and hdfc is 12 , businessman persons SBI is 6 and hdfc is 13, professional persons SBI is 3 and
hdfc is 5, student persons SBI is 8 and hdfc is 3 and housewife’s SBI is 3 and hdfc is 2.
4. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF SBI AND HDFC
BANK

INCOME SBI HDFC

NIL 0 2
LESS THAN 50000 8 4
50000-150000 7 9
150000-300000 10 8
300000-500000 6 9
500000- ABOVE 4 3

12

10

4 SBI
HDFC
2

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank . income of
sbi bank customer is following : nil income persons SBI is 0 and hdfc is 2, less than 50000
income persons SBI is 8 and hdfc is 4. under 50000 to 150000 income persons SBI is 7 and hdfc
is 9 , under 150000 to 300000 income persons SBI is 10 and hdfc is 8, under 300000 to 500000
income persons SBI is 6 and hdfc is 9 , and 500000 to above income persons SBI is 3 and hdfc
is 4
5. MOST IMPORTANT REASON FOR CHOOSING SBI AND HDFC BANK FOR
RUPAY CARD.

FACTORS SBI HDFC

I have a traditional bank account with the same bank 12 3
The brand name of the bank 4 6
The excellent service offered by this bank 5 12
Location advantage 4 7

14

12

10

6 SBI
HDFC

0
I have a traditional The brand name of The excellent Location advantage
bank account with the bank service offered by
the same bank this bank

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and
hdfcbank .show that most important reason for choosing sbi bank and hfdc bank. Most person
select to sbi bank a ndhdfc bank is many reason . so many person thing to choose sbi and hdfc
bank that following : number of SBI is 12 and hdfc is 3 persons select that I have traditional bank
account with the same bank , number of SBI is 4 and hdfc is 6 persons select that the brand
name of the bank , number SBI is 5 and hdfc is 12 persons select that the excellent service
offered by this bank , and number SBI is 4 and hdfc is 7 persons select that location advantage.
6. ACCOUNT FACILITY AVAILING IN THE SBI AND HDFC BANK FOR RUPAY
CARD.

FACILITY SBI HDFC

Saving’s account 18 21
Current account 5 7
Fixed deposit 12 6
NRI account 0 1

25

20

15

SBI
10 HDFC

0
Saving's account current account fixed account NRI account

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank .account facility show that many account advantage in sbi bank and hdfc bank . saving
account holder persons SBI is 18 and hdfc is 21, current account holder persons SBI is 5 and
hdfc is 7, fixed account holder persons SBI is 12 and hdfc is 6 and NRI account holder persons
SBI is nil (zero) and hdfc is 1.

40
7. HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE QUALITY
(RUPAY CARD SERVICES) ON SCALE OF 1-5 PROVIDED BY BANK WHERE.

1-EXCELLENT, 2 GOOD , 3- ABOVE-AVERAGE , 4-AVERAGE , 5- BELOW AVERAGE

EXCELLENT GOOD ABOVE AVERAGE BELOW

AVERAGE AVERAGE
SBI HDFC SBI HDFC SBI HDFC SBI HDFC SBI HDFC

ACCESS 13 24 9 6 6 3 5 2 2 0
COMMUNICATION 7 6 11 12 13 14 3 2 1 1
CONFIDENTIALITY 15 7 10 22 6 4 3 2 1 0
COURTEY 12 11 9 10 7 12 5 2 2 5
RELIABILITY 14 15 9 8 4 6 5 4 3 2
SECURTY 17 17 12 7 4 6 1 4 1 1
RESPONIVENESS 9 14 7 8 12 6 5 4 2 3
WAITING TIME 5 3 6 2 4 8 9 17 11 5

30

25

20 ACCESS
COMMUNICATION
15
CONFIDENTIALITY
10
COURTEY
5
RELIABILITY
0 SECURTY
SBI HDFC SBI HDFC SBI HDFC SBI HDFC SBI HDFC RESPONIVENESS
WAITING TIME
AVERAGE AVERAGE

EXCELLENT GOOD ABOVE AVERAGE BELOW

Interpretation:

This study funded that frequency in the excellent hdfc higher than sbi. A study funded that
frequency in the good hdfc higher than sbi, a study funded that frequency in the average above
hdfc some equal than sbi, a study funded that frequency in the average hdfc higher than sbi and a
study funded that frequency in the excellent sbi higher than hdfc bank.

41
8. WHICH FACILTY SATISFIES YOU MOST INCLUDED WITH RUPAY CARD
SERVICES.

FACILITY SBI HDFC

ATM 13 10
LOAN 7 4
EARLY CHEQUE CLEARANCE 2 8
PERPARATION OF DRAFTS 3 2
INTEREST PACKAGE 3 3
NET BANKING 3 5
PHONE BANKING 4 3

14
12
10
8
6
4
SBI
2
HDFC
0

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank. that show many facility satisfy to customer satisfaction level is following ; AMT rating sbi
is 13 and hdfc is 10, loan rating sbi is 7 and hdfc is 4, early cheque clearance rating sbi is 2 and
hdfc is 8, preparation of drafts rating sbi is 3 and hdfc is 2, interest package rating sbi is 3 and
hdfc is 3, net banking rating sbi is 3 and hdfc is 5 and phone banking rating sbi is 4 and hdfc is 3.

42
9. IF YOU ARE PROVIDED WITH BETTER SERVICES BY OPTIONAL BANK
WOULD YOU LIKE TO MOVE TO OTHER BANK

PARTICULER SBI HDFC

YES 6 9
NO 29 26

35

30

25

20
SBI
15 HDFC

10

0
YES NO

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank . my questionnaires show that other bank provide better facility for your bank so you move
to other bank that sbi and hdfc bank customer response is yes person sbi is 6 and hdfc is 9 and
no persons sbi is 29 and hdfc is 26.

43
10. OVERALL SATISFATION OF THE CUSTOMER WITH THE PERFORMANCE OF
SBI BANK AND HDFC BANK PROVIDED TO RUPAY CARD.

SATISFACTION SBI HDFC

EXCELLENT 8 7
GOOD 6 12
SATISFACTORY 18 8
AVERAGE 3 5
BELOW AVERAGE 0 3

20
18
16
14
12
10
SBI
8
HDFC
6
4
2
0
EXCELLENT GOOD SATISFACTORY AVERAGE BELOW
AVERAGE

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFC
Bank . my questionnaires show that overall satisfaction level of sbi and hdfc bank customer
response and measurement to five level sbi is 8 and hdfc is 7persons is vote to excellent , sbi is 6
and hdfc is 12 persons is vote to good, sbi is 18 and hdfc is 8 persons is vote to satisfactory , sbi
is 3 and hdfc is 5 persons is vote to average and sbi is 0 (zero) and hdfc is 3 persons is vote to
below average .

44
 5
CHAPTER
FINDINGS
1. Customers were not fully aware of the Rupay cards services and the various charges
which they have to pay. Therefore Banks should try to give some more information to its
existing customers.
2. Both the customers of Rupay cards from SBI and HDFC bank have suggested that the
bank should open one of its branches in industrial area like focal point.
3. One of the most common suggestions was to lower down the minimum balance required
in the saving s account.
4. Staff should be more co-operative to the customers.

CONCLUSION
The project report is based on the A Study Of Customer’s Satisfaction Towards Rupay Cards(A
Comparative Study Of SBI &HDFC Bank In Rudrapur Region)” During project we come to
know that both the banks are highly preferred by the customers but their preference is different
up to some extend towards the service of these banks. Following are the assumptions of the
project.

1. Range of the survey is limited to Patiala city. It may not hold the same result in the
different city.
2. The sample size for the survey is restricted up to 70. Out of Which 35 questionnaire was
filled by the customers of SBI and 35 was filled by customers of HDFC bank.

3. Survey is done in a very short period of time. This may have impact on the final result of
the survey.
LIMITATION
Though every effort was made to make the report authentic in every sense, yet there are few
factors which might have their influence on the final report.

1. There was time shortage. Time provided to us was very short which make it difficult for
us to conduct survey at wider range.

2. Sometimes respondents did not respond well to all the questions in the questionnaire.

3. Low cooperation from the bank executives make to struggle more, due to which we were
forced to restrict our sample size to 80.

4. Some biasness might have occurred in analysis. Because of lack of expert knowledge.

5. Best efforts were made to incorporate all-important variables in study, yet chances of
some of variables not appearing in study are not ruled out.

6. Frequent developments in this sector can be a major reason of limitation in the study.

7. Biasness in views of respondents can’t be ruled out.

8. Resistance to change sometimes affects view of respondents.

 6
CHAPTER
BIBLIOGRAPHY
 BIBLIOGRAPHY
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NEWS PAPERS

Business standard

Economic Times
BOOK NAMES:

1. C.R. Kothari (2011) “Research methodology” TATA Mc Graw Hill 3th Ed

2. Cooper and schindler,(2012),”Business Research methods”TATA Mc Graw Hill 4th Ed.

WEBSITES:

www.hdfcindia.com
www.statebankofindia.com
http://www.banknetindia.com/banking/index_1.htm

http://www.asiatradehub.com/india/banking/finance.htm

http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank

http://www.finance.indiamart.com/investment_in_india/standard_chartered_banktm
http://www.essays.se/about/literature+review+of+customer+satisfaction/

http://www.emeraldinsight.com
http://www.essays.se/about/literature+review+of+customer+satisfaction
http://www.essays.se/about/literature+review+of+customer+satisfaction/?startrecord6
http://www.rupaycarddebit.com

http://www.npcirupaydebitcard.com
ANNEXURE
QUESTIONNAIRE
 QUESTIONNAIRE

CUSTOMER PREFERENCE TOWARDS RUPAY CARDS OF SBI AND HDFC BANK

1. Name_

2. Gender

Male Female

3. Age

Less than 25 25-35

35-45 45-55
55 – above

4. Occupation

Service business Business

Professional Student
Housewife

5. Income

Nil Less than 50000

50000 to 150000 150000 to 300000
300000 to 500000 500000 and above

6. Bank you are dealing focusing with Rupay card services.

HDFC SBI

7. What was the single most important reason that you chose this particular Bank for Rupay
cards.

I have a traditional bank account with the same bank

The brand name of the bank
The excellent service offered by this bank
Location advantage
Any other please specify
 8. Which account facility you are availing in the Bank for Rupay cards services.

Savings account Current account

Fixed deposit NRI account

9. How would you rate the following banking service quality (Rupay cards services )on scale
of 1-5 provided by bank where 1-excellent, 2-good, 3 above-average, 4-average, 5-below
average

Access Communication
Confidentiality Courtesy
Reliability Security
Responsiveness Waiting time

10. Which facility satisfies you most included with Rupay cards services.

ATM Interest package

Loan Net banking
Early cheque clearance Phone banking
Preparation of drafts

11. If you are provided with better services by optional bank. Would you like to move to other
bank.

YES NO

12. How would you rank the Rupay cards services.

Excellent Good
Satisfactory Average
Below Average

Suggestion

If any ----------------------------------------------------------------------------------------------------------------------------------
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Signature