4.

1 STATEMENT OF RESEARCH PROBLEM

The company must gain confidence of the customers and provide services par excellence. Therefore, undertaking the project

helps in assessing the customer care level of HDFC BANK. The study is applied descriptive as well as diagnostic in nature. It

also tends to find the customer view about important aspects of the services. At the same time it was intended to find the

customer view about the product and the quality of service improvement. In short this problem can be defined as: “Are customers

satisfied with the

services at HDFC?”

In today’s era of cutthroat competition, it is of an uttermost importance to gain a cutting edge over the competition, and develop a

large market share. This is only possible if there is a large customer base for the company.

4.2 STATEMENT OF RESEARCH OBJECTIVES:

1. To evaluate the perception level of the account holders towards HDFC
BANK
2. To study the importance of customer relationship.
3. To study the impact of customer relationship management on bank

customers.

4. To analyze the expectations of banking customers.

5. To suggest the banks under study to strengthen the customer relations.

6. To analyze the satisfaction level of customers of HDFC BANK on the

following heads:
1. Working environment
2. Customer care
3. Personal care of the customers
4. Bank timings
5. Overall services
6. Special schemes provided

4.3 RESEARCH DESIGN AND METHODOLOGY.

THE METHOD USED OF DATA COLLECTION ARE:
 Primary Data
 Secondary Data
PRIMARY DATA: Primary data are data’s, which are original in nature, and

are collected by the researcher. The method used to collect the primary data was Survey Method. The survey method included a

structured questionnaire

that was given to the respondent.

SECONDARY DATA: Secondary data are data, which has been collected

and compiled in advance for another needed purpose. Secondary data is an important method to know the present problem faced

by the account holders in the field of HDFC BANK. Newspaper, Articles, Books, Magazines etc. have been used to prepare the

questionnaire.

PLAN OF ANALYSIS:
 Calculations have been done for interpretation such as percentages,
averages.
 The data collected from respondents through questionnaire are organized,

coded, processed and tabulated in order to create graphs and charts to make the project understandable. Chi Square Test is

performed on the inferred data to arrive at a statistical conclusion.

TOOLS FOR DATA COLLECTION

The tool used for data collection is Primarily “Questionnaire method”. The
questions contained:
Open- Ended Questions

Where the respondent was given a chance to reply or give suggestions to the Company. This included Free Responses questions

where the respondents were given the freedom to give suggestions.

Close - Ended Questions

Where the respondent was given a lesser chance to reply. This includes multiple ChoiceQuestions where the respondents were

given a number of alternatives.

Scales
Respondents were given a scale whose positions range from “Highly
Satisfied” to “Highly Dissatisfied”

Area of survey
The area selected to find the satisfactory level was in and around
Bannerghatta Road.
Sample Unit
The sample was considered to be the Customers of HDFC BANK
SAMPLING:
Random sampling method to select a sample of 100 customers among the
customers of the HDFC BANK.
4.4 ANALYSIS OF DATA
As the competition level in the banking sector is ever increasing, it becomes indispensable for the company

(HDFC) to conduct the study on the perception and satisfaction level of its customers. This study will help the

company in making its new strategies to satisfy its customer in the ways in which he or she wants to be

satisfied and to the company its position in the market.

The study on customer satisfaction has the geographical coverage limited to Bannerghatta Road only. This

study will help the company to know in detail about the customer perception and their attitude towards the

company services and products. The company will gain the feedback from the customer to improve its

products and quality of service.

TABLE 1: SHOWING DISTRIBUTION OF AGE
AGE GROUP
NO. OF RESPONDENTS
PERCENTAGE
20 – 30
22
22%
30 – 40
43
43%
40 AND ABOVE
35
35%
TOTAL
100
100%
ANALYSIS

The above table shows that 22% of the respondents fall under the age group of 20 – 30 years ,43% of the

respondents fall under age group of 30 – 40 years and 35% of the respondents belonging to age group of 40

and above years

INFERENCE
Hence it clearly shows that the majority of the respondents fall under
the age group of 30 – 40 years i.e. 43%