“A study on the effectiveness of services provided to private

banking customers of HDFC BNAK”

Project report submitted to the Bangalore University in partial fulfilment of the

Requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Bangalore University

SUBMITTED BY
CHETHAN H A
Register No: 18CQCMD037

UNDER THE GUIDENCE OF

Dr. C B VENKATA KRISHNA PRASAD
Guide number: 18CQFG00
Assistant Professor

DAYANANDA SAGAR COLLEGE OF ARTS SCIENCE AND COMMERCE

SHAVIGE MALLESHWAR HILLS KUMARSWAMY LAYOUT BANGALORE 560078

Academic year 2019-20

1
 DECLARATION BY THE STUDENT

I hereby declare that “A study on the effectiveness of services provided to private banking

customers of HDFC BNAK” is the result of the project work carried out by me under the guidance of
Dr. C B VENKATA KRISHNA PRASAD in partial fulfillment for the award of Master’s Degree
in Business Administration by Bangalore University.
I also declare that this project is the outcome of my own efforts and it has not been submitted to any other
University or Institute for the award of any other degree or Diploma or Certificate.

Place: Bangalore Name : CHETHAN H A

Date: Register Number: 18CQCMD037

2
 GUIDE CERTIFICATE

This is to certify that the Project Report title “A study on the effectiveness of services
provided to private banking customers of HDFC BNAK” submitted by CHETHAN H A,
Reg. No: 18CQCMD037 to Bangalore University, Bangalore for the award of Degree of
MASTER OF BUSINESS ADMINISTRATION is a record of work carried out by her
under my guidance.

Place: Bangalore

Date: Signature:

3
 ACKNOWLEDGEMENT

The successful completion of any project is always a consequence of team work and the guidance of a
number of people involved, I had the good fortune of working with a wonderful group of people whose vast
experience, kind help and advice has been a great help in completion of my project. I am greatly in debt and
would like to express my sincere thanks to one and all.
I am happy to express my deep sense of gratitude to DR. B R VENKATESH, DIRECTOR, Dayananda
Sagar College of Arts, Science and Commerce, Bangalore for his encouragement, guidance and many
valuable ideas imparted to me for my project.
I extend my sincere thanks to Dr. C B VENKATA KRISHNA PRASAD (College guide) for
providing me all the information required and the guidance throughout the project without his guidance and
encouragement this project wouldn’t have been possible. I have gained a lot of knowledge, both theoretical
and practical, throughout the course of carrying out this project; I also learnt a lot about the actual business
world. My special regards to all the faculty members.

CHETHAN H A
REG NO: 18CQCMD037

4
 ABSTRACT

Consumers all around the world have become more quality conscious; hence there has been an increased
customer demand for higher quality service. Service operations worldwide are affected by this new wave of
quality awareness and emphasis. Therefore service based companies like the banks are compelled to provide
excellent services to their customers in order to have sustainable competitive advantage, especially in the
current trend of trade liberalisation and globalisation.
 High success of services depends on the level of satisfaction customers derive from a service. Sales are
directly related to customer satisfaction, sales increase requires improvement in the quality of service
delivery to encourage continuous success. Generally, it is believed that services which continuously and
consistently delight customers make them happy and satisfied. In such situation, they become loyal
customers and will continue to demand the service which in turn will result in profit and growth of an
organisation. Service quality remains critical in the service industries, as businesses strive to maintain a
competitive advantage in the marketplace and achieving customer satisfaction. The financial services,
particularly banks, compete in the marketplace with generally undifferentiated products; therefore service
quality becomes a primary competitive weapon.
The general objective of this project is to assess the level of service quality delivered at HDFC bank. The
focus was on the Bangalore HDFC bank. The outcome of study will enhance the banks competitive position
in the banking industry and ensure its survival. It helps us to understand what the shortcomings of the bank
are and what advantage it has over its competitors.
The project starts with the brief introduction of the banking industry. The theoretical framework taken up for
the study has been talked about. It mainly consists of service quality of the bank as the basis of study.
Furthermore, a layout of the study structure has been presented. The method of sampling, mood of
questionnaire has been evaluated. The study is basically of descriptive nature. The sample consisted of
businessmen, salaried professional housewives and students. The area taken for study was Bangalore and the
questionnaires were filled by 121 respondents. The questionnaires were analysed and interpreted to reveal
the key findings. Graphical representation of each questions result has been undertaken. Further a list of
suggestions is provided to supplement the inferences drawn. The limitations faced in the project are also
enumerated. Lastly a list of references and secondary information is appended to validate the study
conducted.

5
 TABLE CONTENTS

CHAPTER PURTICULURS PAGE NO

1 INTRDUCTION 9-13
1.1 Introduction
1.2 SCOPE OF THE STUDY
1.3 STUDY's OBJECTIVES
1.4 INTRODUCATION TO THE STUDY
1.5 FOR BANKING INTRODUCATION

2 REVIEW LITRECTURE AND RESERCH DESIGN 14-17

2.1 Review of literature
2.2 Research and methodology
2.3 RESEARCH DESIGN
3 PROFILE OF DOMINE 18-35
3.1 Introduction
3.2 ASSOCIATION PROFILE
3.3 TECHNOLOGY USED IN HDFC BANK
3.4 BANKING HISTORY IN INDIA
3.5 BANKING STRUCTURE IN INDIA
3.6 INDIAN BANKING INDUSTRIES
4 DATA ANALYSIS AND INTERPRITATION 36-57
4.1 Introduction
4.2 Descriptive analysis of sample
5 FINDINGS AND SOLUTIONS 58-59
5.1 Findings
5.2 Finds and Suggestions Finds and Suggestions
5.3 LIMITATIONS OF THE STUDY
5.4 Conclusion
BIBLOGRAPHY 60-61

ANNEXRE 62-65

6
 LIST OF TABLES

TABLE PURTICULARS PAGE

NO NO
4.2.1 Age of HDFC COUSTUMERS 42
4.2.2 Annual income of the HDFC bank holders 43
4.2.3 Occupation of the HDFC bank holders 44
4.2.4 QUALIFICATION 45
4.2.5 I am satisfied with the premises of the bank and in visually appealing 46
4.2.6 I am satisfied with the technological up to date equipment’s of the 47
bank like ATMS
4.2.7 I am satisfied with the way employees dress up and present 48
themselves
4.2.8 I am satisfied with the pamphlets distributed by the bank and they 49
give clear and complete information
4.2.9 When the bank staffs promises to do something by a certain time, it 50
will be delivered as promised
4.2.10 When I face the problems, the bank staffs are sympathetic and 51
reassuring?
4.2.11 I am satisfied with the way staff responds queries 52
4.2.12 I am satisfied with the way the bank handles my documents and 53
records
4.2.13 The bank provides quick services 54
4.2.14 Employees in the bank is never too busy to respond to my request 55
4.2.15 The employees are willing and ready to help customers 56
4.2.16 I am satisfied with the bank service of sending timely bank statement 57
and other information related to my account
4.2.17 The employees of the bank are thrust worthy 59
4.2.18 The employees put a lot of effort to retain the costumers 60
4.2.19 Employees in the bank have the knowledge to answer my questions 61
4.2.20 The bank gives me individual attention 62
4.2.21 The operating hours of the bank is convenient to me 63
4.2.22 The bank staff provides me with the products and services that are 64
best suited to me
4.2.23 The employees of the bank understand my specific needs 65

7
 GRAPH PURTICULARS PAGE
NO NO
4.2.1 Age of HDFC COUSTUMERS 42
4.2.2 Annual income of the HDFC bank holders 43
4.2.3 Occupation of the HDFC bank holders 44
4.2.4 QUALIFICATION 45
4.2.5 I am satisfied with the premises of the bank and in visually appealing 46
4.2.6 I am satisfied with the technological up to date equipment’s of the 47
bank like ATMS
4.2.7 I am satisfied with the way employees dress up and present 48
themselves
4.2.8 I am satisfied with the pamphlets distributed by the bank and they 49
give clear and complete information
4.2.9 When the bank staffs promises to do something by a certain time, it 50
will be delivered as promised
4.2.10 When I face the problems, the bank staffs are sympathetic and 51
reassuring?
4.2.11 I am satisfied with the way staff responds queries 52
4.2.12 I am satisfied with the way the bank handles my documents and 53
records
4.2.13 The bank provides quick services 54
4.2.14 Employees in the bank is never too busy to respond to my request 55
4.2.15 The employees are willing and ready to help customers 56
4.2.16 I am satisfied with the bank service of sending timely bank statement 57
and other information related to my account
4.2.17 The employees of the bank are thrust worthy 59
4.2.18 The employees put a lot of effort to retain the costumers 60
4.2.19 Employees in the bank have the knowledge to answer my questions 61
4.2.20 The bank gives me individual attention 62
4.2.21 The operating hours of the bank is convenient to me 63
4.2.22 The bank staff provides me with the products and services that are 64
best suited to me
4.2.23 The employees of the bank understand my specific needs 65

LIST OF GRAPHS

8
9
 CHAPTER 1

INTRDUCTION

Chapter 1

INTRODUCTION

1.1 Introductions

10
The study includes the different assessments performed at HDFC Bank. The title of the report is
"REGARDIND HDFC Banking Services' unwavering purchaser." The report describes the financial sector
and the profile of the partner. Consider the various forms and organizations provided by HDFC Bank for
customers.

The aim of this assessment was to find the buyer's loyalty to the HDFC bank. The approach to the research
was a compound survey conducted in Bangalore with the different individuals. Sample scale of 121 has
therefore been taken. Data obtained from the individuals were fully analysed and presented as graphs and
tables.

HDFC wants to make its companies and organisations' brand a motivator. Most of its opponents are using
TV alerts to promote their business, such as ICICI, Axis, Kotak Mahindra and the nationalized banks. The
Indian buyer has a false appreciation of private banks – they believe it will be unaffected.

Two key reasons why people bring money into banks are income and returns. What is said in finished
HDFC banks is a better work than average. The implications of HDFC are extended to prepare any
newcomer. This program allows an administrator / expert to publicize the methodologies more effectively.
In India, the group should strive to provide for itself. HDFC would be a brilliant idea to reach the money
related market in India, like it is around the world is changing its business strategy used a sensible measure
to boost the portfolio and improve it.

1.2 SCOPE OF THE STUDY

Management for their clients the explanation for this analysis is to examine the level of service of the
customer in relation to the administrations of the HDFC bank.

The research covers the customer The HDFC bank's consumer loyalty review explores the degree of
consumer loyalty in respect of the HDFC bank's various administrations. A specific usefulness conclusion
for banking administrations is given in the HDFC bank which is useful for further events and growth of the
HDFC banks' banking adventure.

This examination centres on the degree of consumer loyalty got from banking administrations of HDFC
Bank in Bangalore.

1.3 STUDY's OBJECTIVES

• Understanding the degree of customer loyalty and its acceptance of the HDFC Branch.

• To know the client mindfulness with respect to the Bank's items.

11
• To know the degree of enthusiasm of client with respect to the various plans of bank.

• To know the inclination of client with respect to the additional administrations.

• To know the issues of client with respect to bank.

1.4 INTRODUCATION TO THE STUDY

Consumer loyalty

Customer loyalty means that consumers are pleased with the products or organizations they are receiving
from a given group. In addition, the degree of satisfaction is not necessarily determined by the consistency
and type of customer service. A client may be represented as an individual

• You have or are honestly influenced by a strong relationship with your employer

• Receives or relies on some agency or item in your workplace.

Customers in human organizations are for the most part insinuated as organization customers, clients or
clients. They can be individuals or get-togethers. Customers are taken to a common point in the design,
master minding and organizational process by a good customer service culture. Affiliations powered by the
consumer are:

• Assess the client's desires while the company is preparing to test the structure.

• Focus on customer reinforcement activity when evaluating performance, relates to customer feedback.

Its centrality

There are many reasons why the shopper’s interest in the banking sector is remarkable:

• The fulfilment of the needs of the customer is a crucial method for assessing the location of device
organisation. Performance organizations that move results on save customers money.

• Organisations which have attempted the least to achieve and which meet their customers ' requirements
will most likely be leaders in their sector.

• Consumers are seen as important stakeholders in the manner in which organizational transport is built and
assessed. Mechanical assessment is exceptional for shopper commitment and study at various rates at
execution Performance assemblies and continuous development of assistance.

12
1.5 FOR BANKING INTRODUCATION

Banking indicates that consumer shops tend to lend to poorness and that diverse companies are relieved of
their DD problems. The banks have now become an advantage network, and limitation is evolving and
banks are now doing insurance and exchanging capital. In the days following the introduction of private
banks. Nationalized banks are in any case still assisting, and regional reform works out, by orchestrating
extension of education credits.

A Bank is an agent that sends money for a purposeful mission to the lenders and offers an office to store and
pull money back as needed and charge for it.

13
 CHAPTER 2

LITERATURE REVIEW AND RESEARCH METHDOLOGY

AND DESIGN

CHAPTER -2
LITERATURE REVIEW AND RESEARCH METHDOLOGY AND DESIGN
2.1 LITERATURE REVIEW

Dutta K. furthermore, Dutta A. (2009)

14
The feeling of customer want over all the Indian banks has been investigated. This study showed that
customers are generally satisfied with far-reaching banking groups, led by private and open banks. The
review recommended improving the monetary organization of Indian open banks.

R.K. Uppal . (2010)

Coordinated reports on consumer difficulty and this study show that excellent customer service and
shopping constancy help to advance industry. Apart from showing that in the open division banks customer
fights are steadily on the rise and execution of customers.

Naveen Kumar and V.K. Gangal (2011)

In new aged banks, the dissected buyer's loyalty shows that the customer wants to grow in India's cash
business quickly. New customers looked at reasonable expenses for the best companies. The result showed
that, for the most part, the amount of Indian banks provided was not increased. Furthermore, it advocates
that in the genuine monetary sector banks should perform compelling, sensibly normal approaches to
customers in order, however, to hold numerous customers.

Edwin M. what's more, Fathima S. (2011)

The impact of organizational quality and customer satisfaction on corporate banks was examined. This test
shows that customer recognition of the organization quality factor is closely associated with shoppers. It also
showed that the impact on customer satisfaction of the organizational quality factor is uncommon. The
proposal was made that bank leaders must be advertising

2.2 RESEARCH AND METHODOLOGY

In particular through mission for new real factors in part of data, exploration is a thorough assessment or
solicitation: factual review proves the facts. The following are the questions: design the procedure for
information on social affairs: regulate and execute results and pass on the findings and their proposals in the
analysis of data arrangements.

The problem of examination is that it requires an investigator to find the most suitable solution to the
specific question, namely to find a method for the movement of the objectives in a given area.

2.3 RESEARCH DESIGN

Each focuses on the specifics of the procedures required to obtain the information needed to organize or
potentially resolve evaluation issues as a template or diagram for the planning of the investigation adventure.
The method for guiding the initiative is set up in a better than average appraisal structure. A successful
15
evaluation setup should make sure the research experience is efficiently and capable of being guided. In
general, an evaluation design includes the following sections or assignments:

• Defines the relevant details.

• The test design.

• Clearly state the estimation and levelling frameworks.

• Develop and apply an evaluation or an appropriate data collection system

16
 CHAPTER 3
COMPANY PROFILE

CHAPTER 3
COMPANY PROFILE
3.1 INTRDUCTION
The Hold Bank of India (RBI) initiated a private-sector bank for a major part of the RBI
movement in the Indian Financial Industry in 1994, among the first lodging advances account enterprises to
receive 'main-level' undertakings from Halt Bank of India (RBI). In August 1994 the bank participated with

17
its registered office in Mumbai, India for 'HDFC Bank Constrained. ‘In January 1995, HDFC Bank began
exercises as a Booked Business Bank.
HDFC is India’s principal residential partnership and recognizes its historical position in
India in the same manner as in general markets. The Company has continuous and substantially enhanced its
practice since its establishment in 1977 to continue as a business boss in contracts. Its exceptional portfolio
of growth stretches to more than a million units. HDFC has made huge fitness advances to different business
segments on the retail contract and also has a large base of corporate customers for its credit work. HDFC
has been verifiably integrated in the cash markets, a good business presence, a large speculators base and a
new investor base. Propel a bank in the Indian condition.

HDFC Bank began in 1995 with the "World Class Indian Bank" as the main factor. It realized
that it could allow us to make a difference only by focusing on quality and organizational significance. The
Bank is happy today to say that it is on its way to that goal.
3.2 ASSOCIATION PROFILE
STRONG NATIONAL SYSTEM
Specific budget items and institutions are provided by HDFC bank ltd. The system operates
in three parts: trade, discount, and treasury services. The Retail banking component includes special items
like risk accounts, current records, fixed stores and d-mat accounts. It also offers automobile, special,
industry, domestic, gold and enlightenment advances; subsidizing work capital cash, improvement
equipment, and stock reimbursement, similarly as charge cards, check cards, voults, aventure alert, charging
portions and valuable organizations; supports securities and property security and social safety. Furthermore
this bit sells untouchable budget items, such as shared assets and security, as dispersed by the connection
with protection offices and regular warehousing facilities. The Fragment provides large corporations
producing company, medium and small companies, conveniently chain activities, open market firms, central
and national government branches and administrative customers, producing credits, non-financial
workplaces and corporate organisations. It provides business stores and commercial banks, versatile chain
finance, working capital and term currency, agricultural advances, non-sponsored treasury, and foreign
exchange. New companies merge companies, official cash and money markets, custodians, mixed paying
and electronic banking. It also connects co-usable banks, commercial banks, outside banks and local banks
with columnist financial organizations. The field of treasury administrations primarily operates in local areas
such as foreign trade, promotion of currency, financing of trading costs and interest. As from Walk 31,
HDFC Bank 2020 was organized into 2465 urban networks in India by 4,015 branches and 11,767 robotic
teller machines. The Association was founded in Mumbai, India in 1994.

March 2007 March 2010 March 2016 March 2020

18
 Cities 229 527 2463 2588
Branches 534 1143 4013 4282
ATM’s 1322 330 11765 12055

The bank's dispersion organization was at Walk 31 2010 in 330 city networks with 527 branches and
1143ATMs as against 534 branches and 1322 ATMs in 229 city networks as of Walk 31 2007. In addition ,
the Bank plans to extend the branch by about 151 branches until June 30th, 2009, following its managerial
support for new branches nearby. The Bank has walked around retail customers over the year to ensure the
store accounts grow.

The hard cards (charge and master cards) of 6.3 million to 8.9 million ranging from 8 to 9.4 million. The
improvement in credit in the budget system went up to approximately. 23% in the financial year ended
2009-10, net income generated by the Bank by 35.2% with 38.7% and 31% net profits, which suggest a
higher share of the overall business in these two segments.

The worthwhile budget company has also improved dramatically, with the amount of cash on the Board
rising by around 82% and the number of trade associations by about 39% over the previous year. With net
income assets at 1.4 present and net incomes at 0.5 present of the highest consumer value, portfolio quality
at Walk 31, 2009 was good.

“KEY EXECUTIVES”

“You can view name of Chairman, CEO, CFO, Management Team, Board of Directors and Key Executives
of HDFC Bank Ltd.”

19
 Name Designation

“MR.A N Roy” “Director”

“MR.Aditya Puri” “CEO”

“MR.Aditya Puri” “Managing Director”

“MR.Bobby Parikh” “Director”

“MR.Kaizad Bharucha” “Executive Director”

“MR.Keki Mistry” “Director”

“MR.Malay Patel” “Director”

“MR.Paresh Sukthankar” “Deputy Managing Director”

“MR.Partho Datta” “Director”

“MR.Renu Karnad” “Director”

“MR.Sanjay Dongre” “Exe. Vice President (Legal) & Co. Secretary”

“MR.Sanjay Dongre” “Secretary”

“MR.Sashidhar Jagdishan” “Chief Financial Officer”

“MR.Shyamala Gopinath” “Chairperson”

“MR.Srikanth Nadhamuni” “Additional Director”

“MR.Umesh Chandra Sarangi” “Additional Director”

3.3 TECHNOLOGY USED IN HDFC BANK

20
Each and every fragment of the world went up against the firm conflict in the hour of globalization, from its
enemies and from the world into the world. Following the advancement plan and the exercises of RBI to
make a move forward for private region banks, the part is constantly expanding. This is a conflict between
banks in the private part and the open area. The latest development for the different businesses of ordinary
budgetary life is used by private division banks today. As we understand, Data Innovation accepts the
urgency of each sector and returns the confined resources perfectly.

Banks are an operational industry and it now provides banking organizations an innovative innovation
framework. HDFC BANK is the business leader and IT and HDFC BANK have joined forces with them in
the sky. New innovations changed customers ' expectations and changed the mindset of the conventional
banking sector. There are actually different channels for cash-related companies. In the years 2001 (2
percent) and 2008 (25 percent), there have been drastic changes in the use of web banking. This change
gives retail consumers the opportunity.

“Centralized Processing Units” “Derived Economies of Scale”

“Electronic Straight Through “Reduced Transaction Cost”

Processing”

“Data Warehousing , CRM” “Improve cost efficiency, Cross sell”

“Innovative Technology Application” “Provide new or superior

Products”

In the new private zone banks, HDFC BANK is the very consistent actor. New banks of private sector to
cope with open division banks' constraints on innovative steps and huge support.

“PRODUCT AND CUSTOMER SEGMENTS”

PERSONAL BANKING

“Loan Product” “Deposit Product” “Investment & Insurance”

21
 “Auto Loan” “Saving a/c” “Mutual Fund”
“Loan Against Security” “Current a/c” “Bonds”
“Loan Against Property” “Fixed deposit” “Knowledge Centre”
“Personal loan” “Demat a/c” “Insurance”
“Credit card” “Safe Deposit Lockers” “General and Health
“2-wheeler loan” Insurance”
“Commercial vehicles “Equity and Derivatives”
finance” “Mudra Gold Bar”
“Home loans”
“Retail business banking”
“Tractor loan”
“Working Capital
Finance”
“Construction
Equipment Finance”
“Health Care Finance”
“Education Loan”
“Gold Loan”

“Cards” “Payment Services” “Access To Bank”

“Cards” “Payment Services” “Access To Bank”

“Credit Card” “NetSafe” “NetBanking”

“Debit Card” “Merchant” “OneView”
“Prepaid Card” “Prepaid Refill” “InstaAlert Mobile Banking”
“Billpay” “ATM”
“Visa Billpay” “Phone Banking”
“InstaPay”
22
 -------------------------------- “DirectPay” “Email Statements”
“Forex Services” “Visa Money Transfer” “Branch Network”
“e–Monies Electronic Funds
“Product & Services” Transfer”
“Trade Services” “Online Payment of Direct
“Forex service Tax”
Branch Locater”
“RBI Guidelines”

WHOLESALE BANKING

“Corporate” “Small and Medium

“Financial Institutions and Trusts”
Enterprises”
“Funded Services” “Funded Services” BANKS
“Non Funded “Non Funded Services” “Clearing Sub-Membership”
Services” “Specialized Services” “RTGS – sub membership”
“Value Added “Value added services” “Fund Transfer”
Services” “ATM Tie-ups”
“Internet Banking”
“Internet Banking” “Corporate Salary a/c”
“Tax Collection”
Financial Institutions Mutual
Funds
Stock Brokers Insurance
Companies Commodities
Business Trusts

23
24
 “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 for Returning Indians” “Middle East”
“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”

25
 “Net Safe” “Net Banking”
“Bill Pay” “One View”
“InstaPay” “InstaAlert”
“Direct Pay” “ATM”
“Visa Money” “Phone Banking”
“Online Donation” “Email Statements”
“Branch Network”

26
BUSUINESS STARTEGY

HDFC BANK, vital to a World Class Indian Bank, comparable to responsibilities, growth, organizational
standards, chance organization, inquiry and continuity, against general and best practices. HDFC BANK
The goal is to build sound customers foundations in specific associations so as to provide a supported
supplier of banking organisations, and to improve productivity considerably, in line with the bank's risk
hankerings. The Bank is committed to doing so while upholding the highest quality, uprightness,
organizational integrity and continuity in management. Keep designing something new and Progress is the
bank's rule of business strategy. The Bank’s fundamental and perfect goal is to maintain an excellent
relationship with customers.

The business approach of HDFC BANK underlines the following:

• Increasing part of the general business in the growing banking and financial industry of India, following a
limited strategy of improvement focused on quality and not on sum, and providing incredible support for
customers.

• Use our development stage and open system capable of transferring more to more customers and
controlling work costs.

• Holding asset quality wishes currently selected via the Board's training credit risk.

• Create creative customer-focused products and organisations, addressing inefficient viewpoints in the
Indian budget sector.

• Continue to build stuff and businesses that reduce the cost of advantages for banks.

• Focus on low-flight high wage growth.

27
INSIDE HDFC BANK

TRANSFORMATION FIVE "S," HDFC part for work.

Concentrate on successful management of the workforce

“Small changes lead to large improvement”

Every productive membership has its own strategy to win the competition on the real market. They employ a
certain method and strategy to operate smoothly. In the same way HDFC BANK has got the Japanese
approach to run smoothly and to achieve a good place of work.

Five 'S 'Part of Kaizen is the method used in the bank to clear out pointless items from the job and to provide
a simple and exact place of work.

FIVE spot "S" Recommended spot

• Could instantly be released.

• Everyone has a story to take.

• Five "S" are activities guided entirely by men.

• Improved ownership perception.

• Any wastage is evident.

FIVE ‘S’ Means:-

“S-1 SORT - SEIRI"

“S-2 SYSTEMATIZE -SEITON”

“S-3 SHINING -SEISO”

“S-4 STANDARDIZE -SEIKETSU”

“S-5 SUSTAIN -SHITSUKE”

28
Sort

It's about tossing stupid things out of the workplace.

This is a great way of coping with the large floor area.

This detaches items as "need and demand" shows

Systematic approaches

The organization is focused on professional and persuasive storage technology. That means that recovery is
recognized, made up and organized

It focuses to a large extent on clearly identifiable marking activities and facts. Objective: - 'A spot in its
place for all and all.'

Shining

Clean the workspace and all hardware, and keep it spotless, clean and sorted out. Following the main
comprehensive cleaning during the 5S, it is necessary to continue the following cleaning every day. A
"sparkling" work will lead to incredible improvements in productivity.

Standardize

This focuses on reorganization and normalization. The guidelines and approaches are standard. It creates an
agenda to help the working environment independently. This relieves the obligation to do various jobs and
allows for the recurrence of five Ss.

Sustain

This focuses on characterizing another class and classification of the classified workforce. Help means that
the guidelines developed for S-4 must be preserved. It has flexibility and responsibility for the management
of the working environment.

29
HUMAN ACTIONS

The employee needs of the bank continued to grow exceptionally in harmony with the company impact in
the retail banking organisations. As of 31 March 2007 to 76,286 agents were loosened by the highest rating
from 21477 to 31 March 2015. The Bank continues to think about developing its workforce on a basis, with
the mission and methods to handle applications using strategies for internal and external staff.

The Bank has consistently recognized that its overall execution and delegation push are significantly
affected by the incremental broad expert accountability for stocks. Most specialists are protected by the
Bank's elective worker portfolio.

RUPEE EARNED - RUPEE SPENT.

It is slowly crucial to consider where and where money has been spent in all relationships. Therefore, the
smooth operation of the company and the cash-related adequacy of the balance between these two items is
required. That kind of monitoring can handle and collapse pointless business spending. The two items from
which Bank received Rupee and where she spent fuses in this diagram.

From "Advance Anticipation" HDFC BANK gained 51,14%, 27,12%, won a commission exchange and a
profit of 15,25%. BANK has gained 15,25%. They are the bank's primary procurement outlets. Bank
received likewise from forex and derivatives and some other income for interest. Bank collected Interest
Expenditure 39.75%, Operational Expendit 30.27% and Allowance 14.58%. In addition , the bank spent on
profit dividend and tax, investment loss, taxes. When we check on that transition, there is strong contention
among different players for each membership, particularly at the time of globalisation.

RECENT DEVELOPMENT

30
Centurion Bank of Punjab Ltd. was approved with HDFC Bank Ltd. by the reserve bank of India with effect
from 23 May 2008.

As part of the HDFC Bank, the entire Centurion Bank of Punjab will be functioning on 23 May 2008. All
necessary legal and administrative approvals for the merger were acquired with the help of RBI.

3The mix will involve a nation with 1168 branches; a high store base of approximately Rs. 132,000
crores with net improvement of approximately Rs.90,000 crores. The united component's bookkeeping
report size will be Rs.1,64,000 crores.

Merger with Centurion Bank of Punjab Limited

On 27 March 2009, the Bank's financial experts agreed to an amalgamation agreement with HDFC
Bank Limited and Centurion Bank of Punjab Limited. Each 29 bits worth of Re, each HDFC Bank Limited
has given a worth Rs.10/ section of its finance specialist. 1/-each owned by Punjab Bank Limited at
Centurion. It is necessary that approvals, bonds and other fundamental legal and regulatory experts from the
Reserve Bank of India are issued. The speculators have agreed to issue valuable shares and, in addition,
warrants convertible into valuable shares to HDFC Limited with rates ranging from Rs. 1,530.13.bundle
associations on specific reason, subject to last authoritative supports in such way.

31
 The Bank’s shareholders have also called for a rise in the confirmed capital from Rs.450 to Rs.600.

Held in 1995 by India's driving housing association HDFC, the Housing Development Finance Corporation
(HDF C) is one of the central banks in India that offers its more than 11 million customers budgetary
resources and organizations across some Indian urban networks using distinctive distribution stations
including the branch-to-branch Indian category, ATMs and phone pe. Within the limited capacity to focus
on time, the bank has formed its three key business segments as main player in the retail, marketing, and
trust sectors. The Bank's willingness to make change and the capacity to transfer organizations of the
international class with a rapid response time is simply not kidding. The bank has been successful in its
objective customer base for the last 20 years whilst maintaining a strong profitability and asset quality.

The Bank had a set-up of 4,281 branches and 12,054 ATMs in India as at the time of 31 March 2016. The
Bank has revealed a net profit of INR Rs.10,215 crore for the year ended on 31 March 2015 for a year ago.
As at 31 March 2015, the full pay for the year ended 31 March 2015, was 57,467 crore. Additionally
590,503.08 crore was produced in a hard and fast bookkeeping report.

The bank has seen its launch and efficiency in driving Indians and in diverse publications.

Centurion Punjab Bank is one of India's largest new ages private banks. The bank serves single customers,
small and medium-sized businesses, and large corporations with a wide range of budgetary products and
administrations to include money-related donations, loans and guidance. The bank offers its customers
various treasures, such as shared assets, life and protection and has established a 'position' of authority. The
bank is also a powerful player in remote commercial administrations, individual loans, contracts and
agricultural advances.

32
The bank also offers Overseas Indians a full set-up of NRI banking products. On 29 August 2007, after
securing both legal and administrative mandatory support, Centurion Bank of Punjab converged with Lord
Krishna Bank (LKB). This merger also strengthened the Banco 's geological reach in the country's major
cities and urban communities, particularly in the state of Kerala, given its current predominance in the
nation's northern area.

Centurion Bank of Punjab is currently working on a solid 404 branches and 452 ATMs throughout the
country in 190 regions, supported by more than 7500 workers. Despite the fact that the Bank's offers are
recorded in significant stock markets in India, they are furthermore registered in the Luxembourg Bourse.

3.4 BANKING HISTORY IN INDIA

Stage I

It was established in 1786 by the General Bank of India. The Bank of Hindustan and the Bank of Bengal
came next. Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) were set up and
appointed presidential banks by the East India Company. These three banks fused in 1920, and the Imperial
Bank of India was established, which started as private investor banks, usually European investors.

Punjab National Bank Ltd, established in 1894 with central command in Lahore, the first time that the bank
was formed by Indians only. The Bank of India, Central Bank of India, Baroda Bank, Canara Bank, Indian
Bank and Bank of Mysore were established somewhere in the range 1906 and 1913. In 1935 came the Save
Bank of India. The innovations at the main stage were especially moderate and banks were quite dissatisfied
between 1913 and 1948. There was normally nothing of around 1100 banks. The Government of India was
talking of the Banking Companies Act of 1949 to smooth the activities and exercises of corporate banks
which was later amended to the Banking Regulation Act 1949 under the Act of Correction of 1965 (Act No.
23 of 1965). As the Banking Authority, Hold Bank of India have been allocated broad banking management
forces in India.

The banks have less confidence during those open days. The preparation of the store was moderate as an
effect. Separate from one another the Postal Division's mutual funds bank bureau was much better.
Moreover, reserves were granted to brokers to a large extent.

Stage II

33
Through this Indian banking reform after independence, government made major measures. In 1955 the
Imperial Bank of India was nationalized with large financial offices, which spread widely, especially in
provincial and semi-urban areas. The State Bank of India has been the primary operator of RBI and has been
responsible for banking exchanges between Union and government across the country.

On 1960 on nineteenth July 1969, seven banks comprising the State Bank of India auxiliary, a major
nationalization process had been concluded. It was the practice of Mrs Indira Gandhi, then Prime Minister of
India. there were 14 major national enterprise banks nationalized

The Indian Banking Sector Reform of the second period of nationalization ended with seven other banks in
1980. This success resulted in 80% government control of the financial sector in India.

The next move is the government of India's means for controlling banks in the country:

1949: Act on Banking Control. 1955: State Bank of India nationalization. 1959: SBI assistants'
nationalization.

1961: Extending insurance applied to companies. 1969: 14 major banks were nationalized.

1971: The establishment of loans ensures profits. 1975: Territorial rustic banks government.

1980: Seven nationalization preserves capital with more shops with more then 200crore

The open division bank India, which had been nationalized, expanded to about 800% in shops and advances
by 11, 000%, Following the nationalization of banks.

Banking in the daylight of government ownership has given a certain confidence and colossal assurance
about their sustainability.

Stage III

This stage has shown many more financial things and offices in their changes. In 1991, a board of trustees
under the leadership of M Narasimham was set up to facilitate banking rehearsals with his name. Remote
banks and their ATM stations overwhelm the country. Endeavors are made to provide customers with
acceptable help. Telephone and net banking are added. The entire system has proved more and more helpful
and strong. Time is more important than money.The money related arrangement of India has demonstrated a
lot of flexibility. It is shielded from any emergency activated by any outer macroeconomics stun as other
East Asian Countries endured. This is all because of an adaptable swapping scale system, the outside stores

34
are high, the capital record isn't yet completely convertible, and banks and their clients have constrained
remote trade introduction.

3.5 BANKING STRUCTURE IN INDIA

“Scheduled Banks in India”

“Scheduled Commercial Banks”

“Public-sector “Private-sector “Foreign Banks in “Regional Rural Bank”

Banks” Banks” India”
(28) (27) (29) (102)
“Nationalized Bank”
“Other Public
Sector Banks (IDBI)”
“SBI and its
Associates”

“Scheduled Cooperative Banks”

“Scheduled Urban Cooperative Banks “Scheduled State Cooperative Banks

(55)” (31)”

Here we were constantly worried with and competition with private divisions. Today, the financial sector
has 27 private-sector banks: 19 old private-segment banks and 8 new private-sector banks. These new banks
have acquired the best in class creativity and have shown their things aggressively. The banks of the public
sector face hardening competition with the new banks in the private sector. Banks organized by the
Narasimham Committee in the 1990s are referred to as NEW PRIVATE SECTOR BANKS.

3.6 INDIAN BANKING INDUSTRIES

The Indian monetary market is growing at an impressive pace, with US$ 1 trillion predicted by 2010.
Through and out of this turn of events are an growing market, a professional class and technological

35
advances.
There are more than 320 million people in the country's office class. Regarding economic growth, increasing
rates of wages, expanded lifestyles and banking sensitivities pledge a continuous rise.
The Indian cash-related industry is in an IT upheaval which focuses on retail and popular banking growth.
Players become constant customers-driven by their system, which has developed innovative methods for
new money stuff and organizations. Banks understand clearly the value of becoming a global player and are
focused on fusions and acquisitions to exploit economies of scale and also adhere to Basel II. "Indian assets
related to the cash industry will cross US $1 trillion by 2010 and are ready for the incremental critical
impoverishment of remote resources," says Prathima Rajan, Master of Client's Social Budget event "The
banking industry should focus on having only a few colossal players that are able to fight everywhere, rather
than incalculable, separate players."

36
 CHAPTER 4
DATA ANALYSIS AND INTERPRITATION

CHAPTER 4
37
 DATA ANALYSIS AND INTERPRITATION

DATA COLLECTION

The objectives of the assignment are with the ultimate objective that both fundamental and discretionary
data is required to achieve them. So both basic and assistant data was used for the endeavor. The technique
for social affair basic data is overview mode and wellsprings of assistant data are various magazines, books,
papers, and locales, etc.

1. Primary Data: The basic data was accumulated to evaluate the customer steadfastness and their
acknowledgment as for HDFC Bank. The fundamental data was assembled by strategies for survey and
assessment was done dependent on response got from the customers. The survey has been arranged in such a
manner, that the purchaser's satisfaction level can be evaluated and client can enter his responses with no
issue.

2. Secondary Data: The explanation behind social event discretionary data was to achieve the
objective of thinking about the continuous examples and enhancements happening in banking

Sample size –
121 customers
Were selected
Sampling Unit – BANGALORE
Types of research design used –
Exploratory research design

Analysis and Interpretation

38
4.1 INTRODUCTION
Analysis and interpretation is the process by which Analysis and interpretation is the process by which, the
data is collected through qualitative research and more information is collected to get the clear idea about
the topic, to understand the topic better. It helps to get the clear picture and obtain more knowledge about
the topic. Analysis refers to breaking down of the complex, difficult topics to the simpler form for easier and
clear cut understanding. Always analysis and interpretation is interrelated to each other. Analysis cannot be
done without interpretation, and interpretation cannot be done without analysis. Both are interlinked with
each other To order to find valuable information, persuade inference and facilitate decision-making, data
analysis is the reviews, purification, development and simulation of data. Data analysis refers to procedures
through which data is analysed to draw an educated decision. Data analysis presents the details examined
with a context and defines its importance and impact. Data analysis refers to methods by which data are
updated to arrive at an accurate inference. Data interpretation. Data analysis gives the knowledge being
analysed a meaning and defines its significance and implications.
The data analysis and interpretation in the study in the form of how the costumer needs costumer
satisfactions which all services provided by hdfc bank everything was analysed by the survey with I made
with the parle costumer with the suggestion of HDFC coustumers and even I got to know that this many
advantages are there in this product so that all the survey which was made by me it all converted into the
simple graph with the percentage with the help of excel. By creating the graph we can easily get the clear
picture of the product.

4.2 DESCRIPTIVE ANALYSIS ON SAMPLE:

They give simple summaries of the sample and the measurements. We form the basis of practically any data
number analysis in conjunction with simple graph analyses. When the raw data is collected, to get the clear
understanding of the topic the whole data is converted into percentage form for easy comparison of all the
data given. The process of converting the raw data in to percentage form is known as percentage analysis.
By applying of the percentage analysis, it creates the table with frequency
Distribution and the percentage representing the particular topic Descriptive analysis refers to the brief
description about the collected data.

1. Age of HDFC COUSTUMERS

39
 Row Labels Count of Age
18-25 56
25-40 28
40-50 19
50-70 9
Grand Total 112

4.2.1 Shows that the age of the costumers of HDFC bank holders

Total
60

50

40

Total
30

20

10

0
18-25 25-40 40-50 50-70

FIG 4.2.1 graph shows that the age of the costumers of HDFC bank holders

INTERPRETAION

As in the analysis of age it shows that 18-25 there are 56 account holders of HDFC but in the age of 50 -70
is just 9 members so hence between age of 18 -25 had more account holders of HDFC BANK.

2. Annual income of the HDFC bank holders

40
 Row Labels Count of Annual income
1000000> 13
150000-500000 24
500000-1000000 26
50000-150000 45
(blank)
Grand Total 108

4.2.2 Table shows that annual income of the costumers of HDFC bank

Total
50

45

40

35

30
Total
25

20

15

10

0
1000000> 150000-500000 500000-1000000 50000-150000 (blank)

4.2.2 Graph shows the annual income of HDFC bank costumers

Interpretation
The annual income of the less than 150000 is more costumers but more than 10lakh the costumer income is
just 13 members out 0f 108 account holder hence the largest number of account holder income is less than
150000.

3. Occupation of the HDFC bank holders

Row Labels Count of occupation

employee 37
Farmer 18
self-business 16

41
 Student 40
(blank)
Grand Total 111

4.2.3 Table shows that occupation of HDFC costumers

Total
45

40

35

30

25 Total

20

15

10

0
employee farmer self business student (blank)

4.2.3 Graph shows that occupation of HDFC costumers

Interpretation
The graph shows that employees 37 and students 40 accounts by comparing to the self-business persons and
farmers hence HDFC costumers are more occupied by employees and students

4. QUALIFICATION

Row Labels Count of Educational qualification

th
10 13
DEGREE 40
PG 42
PUC 15

42
 (blank)
Grand Total 110

4.2.4 Table shows that educational qualification of HDFC costumers

Total
45

40

35

30

25 Total

20

15

10

0
10th DEGREE PG PUC (blank)

4.2.4 Graph shows the qualification of HDFC costumers

Interpretation
Graph shows that most of the persons are educated double degree qualification people are 43 uneducated
persons had less account holders in HDFC bank

5. I am satisfied with the premises of the bank and in visually appealing?

Row Labels Count of. I am satisfied with the premises of the bank and it is visually
appealing.
Agree 48
Disagree 12
Strongly 15
Agree

43
 Strongly 15
Disagree
Uncertain 20
(blank)
Grand Total 110
4.2.5Table shows that I am satisfied with the premises of the bank and in visually appealing

Total
60

50

40

30 Total

20

10

0
Agree Disagree Strongly Agree Strongly Uncertain (blank)
Disagree

4.2.5 Graph shows that I am satisfied with the premises of the bank and in visually appealing
Interpretation
The graph shows that most of the persons are agreed to satisfied with the premises of the bank and in
visually appealing 67 persons are agreed disagree persons are just 20 persons

6. I am satisfied with the technological up to date equipment’s of the bank like ATMS

Row Labels Count of I am satisfied with the technological up-to-date equipment’s of the bank
like ATM’S.
Agree 37
Disagree 18
Neutral 23
Strongly 15
Agree
strongly 15
disagree
(blank)
Grand Total 108
4.2.6 Table shows that satisfied with the technological up to date equipment’s of the bank like ATMS

44
 Total
40

35

30

25

20 Total

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.6 Graph shows that satisfied with the technological up to date equipment’s of the bank like ATMS
Interpretation
The graph shows that 37 persons are agreed and dis-agree persons are the 15 persons in the satisfied with the
technological up to date equipment’s of the bank like ATMS

7. I am satisfied with the way employees dress up and present themselves

Row Labels Count of I am satisfied with the way the employees dress up and present
themselves.
Agree 38
Disagree 10
Neutral 34
Strongly 14
agree
Strongly 14
disagree
(blank)
Grand Total 110
4.2.7 Table shows that satisfied with the way employees dress up and present themselves

45
 Total
40

35

30

25

20 Total

15

10

0
Agree Disagree Neutral Strongly agree Strongly (blank)
disagree

4.2.7 Graph shows that satisfied with the way employees dress up and present themselves
Interpretation
That graph shows that 38 persons are agreed with the satisfaction with the way employees dress up and
present themselves and 14 persons are disagreed with the satisfaction with the way employees dress up and
present themselve

8 I am satisfied with the pamphlets distributed by the bank and they give clear and complete
information?

Row Count of. Pamphlets distributed by the bank and they give clear and
Labels complete information.
Agree 36
Disagree 11
Neutral 38
Strongly 18
agree
Strongly 7
disagree
(blank)
Grand 110
Total
4.2.8Table shows that satisfied with the pamphlets distributed by the bank and they give clear and complete
information

46
 Total
40

35

30

25

20 Total

15

10

0
Agree Disagree Neutral Strongly agree Strongly (blank)
disagree

4.2.8 Graph shows that satisfaction with the pamphlets distributed by the bank and they give clear and
complete information
Interpretation:
Graph shows that 38 persons are naturally satisfied with the pamphlets distributed by the bank and they
give clear and complete information and 36 persons are agreed and 11 persons are disagreed

9. When the bank staffs promises to do something by a certain time, it will be delivered as promised?

Row Count of When the bank staffs promises to do something by a certain

Labels time, it is delivered as promised.
Agree 39
Disagree 12
Neutral 35
Strongly 14
agree
Strongly 10
disagree
(blank)
Grand 110
Total
4.2.9 Table shows the When the bank staffs promises to do something by a certain time, it will be delivered
as promised

47
 Total
45

40

35

30

25
Total
20

15

10

0
Agree Disagree Neutral Strongly agree Strongly (blank)
disagree

4.2.9 Graph shows that when the bank staffs promises to do something by a certain time, it will be delivered
as promised
Interpretation
The graph shows that agreed and neutral are similarly equal there is no much difference in that disagreed
persons are very less its just 18 persons When the bank staffs promises to do something by a certain time, it
will be delivered as promised

10. When I face the problems, the bank staffs are sympathetic and reassuring?

Row Labels Count of When I face problems, the bank staff is sympathetic and
reassuring.
Agree 42
Disagree 10
Neutral 36
Strongly 16
Agree
strongly 7
disagree
(blank)
Grand Total 111
4.2.10 table shows that when costumers face the problems, the bank staffs is sympathetic and reassuring

48
 Total
45
40
35
30
25
Total
20
15
10
5
0
Agree Disagree Neutral Strongly strongly (blank)
Agree disagree

4.2.10 Graph shows that when I face the problems, the bank staffs is sympathetic and reassuring

INTERPRITAION
The graph shows that agreed and neutrally agreed persons are equal that 42 and 36 but disagreed persons 32
persons in when face the problems, the bank staffs is sympathetic and reassuring

11. I am satisfied with the way staff responds queries

Row Labels Count of I am satisfied with the way staff responds to my

queries
Agree 41
Disagree 10
Neutral 31
Strongly 23
agree
Strongly 6
disagree
(blank)
Grand Total 111

49
 4.2.11
Total
45 table
40
35
30
25
Total
20
15
10
5
0
Agree Disagree Neutral Strongly Strongly (blank)
agree disagree

shows that I am satisfied with the way staff responds queries

4.4.2.11 graph shows that I am satisfied with the way staff responds queries

Interpretation

The graph shows that agreed persons are 42 persons and naturally agreed persons are 32 and disagreed
persons 9 members of I am satisfied with the way staff responds queries hence disagree persons are less and
agreed persons are more

12. I am satisfied with the way the bank handles my documents and records

Row Labels Count of I am satisfied with the way the bank handles my documents and
records.
Agree 39
Disagree 8
Neutral 36
Strongly 19
Agree
strongly 9
disagree
(blank)
Grand Total 111
4.2.12 table shows that satisfied with the way the bank handles my documents and records

50
 Total
45

40

35

30

25
Total
20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.12 Graph shows that satisfied with the way the bank handles my documents and records

Interpretation: The graph shows that agreed persons and naturally agreed persons 38 and 32 but
disagreed persons are just 15 members satisfied with the way the bank handles my documents and records

13. The bank provides quick services

Row Labels Count of The bank provides quick

services.
Agree 41
Disagree 8
Neutral 37
Strongly 18
Agree
strongly 7
disagree
(blank)
Grand Total 111
4.2.13 table shows that the bank provides quick services

51
 Total
45

40

35

30

25
Total
20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.13 graph shows that the bank provides quick services

Interpretation
The graph shows that agreed and neutral persons are 41 and 37 persons and disagreed persons are just 13
members in the bank provides quick services hence most of the persons are agreed and disagreed persons are
very less

14. Employees in the bank is never too busy to respond to my request

Row Labels Count of Employees in the bank is never too busy to respond to my
request.
Agree 50
Disagree 11
Neutral 28
Strongly 17
Agree
strongly 6
disagree
(blank)
Grand Total 112
4.2.14 table shows that Employees in the bank is never too busy to respond to my request

52
 Total
60

50

40

30 Total

20

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.14 graph shows that Employees in the bank is never too busy to respond to my request

Interpretation

The most agreed persons are 50 members in this graph and neutral persons 28 persons and disagreed persons
25 members in Employees in the bank is never too busy to respond to my request hence in this disagree
persons are less and agreed persons are more

15. The employees are willing and ready to help customers?

Row Labels Count of The Employees are willing and ready to help
customers.
Agree 41
Disagree 8
Neutral 33
Strongly 21
Agree
strongly 6
disagree
(blank)
Grand Total 109
4.2.15 table shows that the employees are willing and ready to help customers

53
 Total
45

40

35

30

25
Total
20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.15 graph shows that the employees are willing and ready to help customers
Interpretation
The graph shows that disagreed persons are less and agreed and neutral persons are more agreed are 42 and
neutral are 33 and disagree is just 20 members in the employees are willing and ready to help customers

16. I am satisfied with the bank service of sending timely bank statement and other information related
to my account?

Row sending timely bank statement and other information related to

Labels my account.
Agree 49
Disagre 10
e
Neutral 28
Strongl 18
y
Agree
strongl 6
y
disagre
ed
(blank)
Grand 111
54
 Total
4.2.16 table shows that I am satisfied with the bank service of sending timely bank statement and other
information related to my account

Total
60

50

40

30 Total

20

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.16 graph shows that I am satisfied with the bank service of sending timely bank statement and other
information related to my account

Interpretation
The graph shows that agreed and neutral persons are 50 and 30 but disagreed persons are 14 members hence
agreed persons are more and disagreed persons are less is satisfied with the bank service of sending timely
bank statement and other information related to my account

55
 17. The employees of the bank are thrust worthy

Row Labels Count of The employees of the bank are

trustworthy.
Agree 46
Disagree 9
Neutral 32
Strongly 17
Agree
strongly 5
disagree
(blank)
Grand Total 109
4.2.17 shows that the employees of the bank are thrust worthy

Total
50

45

40

35

30

25 Total

20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree
4.
2.17 graph shows that the employees of the bank are thrust worthy
Interpretation
hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 47 and neutral are 33 disagree persons are 13 hence disagree persons are very less that
the employees of the bank are thrust worthy

56
 18. The employees put a lot of effort to retain the costumers

Row Labels Count of The employees put a lot of effort to retain the
customers
Agree 41
Disagree 4
Neutral 40
Strongly 17
agree
Strongly 7
disagree
(blank)
Grand Total 109
4.2.18 table shows that the employees put a lot of effort to retain the costumers

Total
45

40

35

30

25
Total
20

15

10

0
Agree Disagree Neutral Strongly agree Strongly (blank)
disagree

4.2.18 graph shows that the employees put a lot of effort to retain the costumers

Interpretation
hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 41 and neutral are 39 disagree persons are 17 hence disagree persons are very less that
the employees of the bank are thrust worthy

57
 19. Employees in the bank have the knowledge to answer my questions?

Row Labels Count of Employees in the bank has the knowledge to answer my
questions
Agree 45
Disagree 8
Neutral 37
Strongly 16
agree
Strongly 4
disagree
(blank)
Grand Total 110
4.2.19 table shows that Employees in the bank have the knowledge to answer my questions

Total
50

45

40

35

30

25 Total

20

15

10

0
Agree Disagree Neutral Strongly agree Strongly (blank)
disagree

4.2.19 graph shows that Employees in the bank have the knowledge to answer my questions
Interpretation
hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 45 and neutral are 37 disagree persons are 12 hence disagree persons are very less that
the employees of the bank are thrust worthy

20. The bank gives me individual attention

58
 Row Labels Count of The bank gives me individual
attention.
Agree 44
Disagree 10
Neutral 35
Strongly 15
Agree
strongly 7
disagree
(blank)
Grand 111
Total
4.2.20 table shows that the bank gives me individual attention

Total
50

45

40

35

30
Total
25

20

15

10

0
Agree Disagree Neutral Strongly Agree strongly disagre (blank)

4.2.20. Graph shows that the bank gives me individual attention

Interpretation
hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 44 and neutral are 35disagree persons are 32 hence disagree persons are very less that
the employees of the bank are thrust worthy

21. The operating hours of the bank is convenient to me

Row Labels Count of The operating hours of the bank is convenient

to me.
Agree 47

59
 Disagree 15
Neutral 19
Strongly 20
Agree
strongly 8
disagree
(blank)
Grand Total 109
4.2.21. Table shows the operating hours of the bank is convenient to me

Total
50

45

40

35

30

25 Total

20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.21. Graph shows the operating hours of the bank is convenient to me

Interpretation

hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 47 and neutral 19 are 15 disagree persons are 3hence disagree persons are very less that
the employees of the bank are thrust worthy

22. The bank staff provides me with the products and services that are best suited to me

Row Labels Count of The bank staff provides me with the products and services that are best
suited to me.
Agree 44
Disagree 10
Neutral 25
Strongly 21

60
 Agree
strongly 10
disagree
(blank)
Grand Total 110
4.2.22. Table shows that the bank staffs provides me with the products and services that are best suited to me

Total
50

45

40

35

30

25 Total

20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.22. Table shows that the bank staffs provides me with the products and services that best suited to me

Interpretation : hence in this also agreed persons are more and neutral persons little less but dis agree
persons are very less agreed persons are 44 and neutral 25 are 20 disagree persons are 3hence disagree
persons are very less that the employees of the bank are thrust worthy

23. The employees of the bank understand my specific needs

Row Labels Count of The employees of the bank understand my

specific needs
Agree 45
Disagree 13
Neutral 26
Strongly 21
Agree
strongly 5
disagree

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 (blank)
Grand Total 110
4.2.23. Table shows that the employees of the bank understand my specific needs

Total
50

45

40

35

30

25 Total

20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.23. Graph shows the employees of the bank understand my specific needs

Interpretation

hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 45 and neutral 26 are 17 disagree persons are hence disagree persons are very less that
the employees of the bank are thrust worthy\

24. I am satisfied with the overall service of HDFC BANK

Row Labels Count of I am satisfied with the overall service quality of

HDFC bank
Agree 36
Disagree 10
Neutral 33
Strongly 21
Agree
strongly 8
disagree
(blank)
Grand Total 108
4.2.24. Table shows that satisfied with the overall service of HDFC BANK

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 Total
40

35

30

25
Total
20

15

10

0
Agree Disagree Neutral Strongly Agree strongly (blank)
disagree

4.2.24. Graph shows that satisfied with the overall service of HDFC BANK

Interpretation

hence in this also agreed persons are more and neutral persons little less but dis agree persons are very less
agreed persons are 36 and neutral 33 are disagree 18 persons are hence disagree persons are very less that
the employees of the bank are thrust worthy

CHI – SQUARE TEST

Chi square test of the age and how many persons satisfied with the overall service of HDFC BANK
H0: There is no association between age and satisfied with the overall service of HDFC BANK
H1: There is association between age and satisfied with the overall service of HDFC BANK

Table 4.3.1 chi-square test for age and satisfied with the overall service of HDFC BANK
satisfied with the overall service of
HDFC BANK
agree disagree neutral Total
Age 15-25 Count 40 2 6 48
Expected Count 20.6 14.3 13.1 48.0
25-35 Count 5 14 8 27
Expected Count 11.6 8.0 7.4 27.0
35-50 Count 6 14 13 33
Expected Count 14.2 9.8 9.0 33.0

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 50-70 Count 1 6 6 13
Expected Count 5.6 3.9 3.5 13.0
Total Count 52 36 33 121
Expected Count 52.0 36.0 33.0 121.0

Chi-Square Tests
Asymptotic
Significance
Value Df (2-sided)
Pearson Chi-Square 55.759a 6 .000
Likelihood Ratio 61.529 6 .000
Linear-by-Linear
30.816 1 .000
Association
N of Valid Cases 121

INTERPRETATION:
Since the p value is less than 0.05, H0 is rejected at 5% level of significance. Hence concluded that there is
association between age and satisfied with the overall service of HDFC BANK

64
 Chapter 5

Findings and conclusion

65
 Chapter 5

Findings and conclusion

5.1 Findings

 Most customers will be happy with HDFC Bank.

 Most consumers find the HDFC Bank's organizations and extra bodies. All the organisations, though,
not all.
 Most respondents think that the bank 's amazing customer relationship is common.
 The majority of respondents said they are fighting against the question of common sense and rest are
challenging issues relating to customer relations and creation.
 The opinion of the bank of a significant part of the company should be considered as to the
satisfaction the dominant customer has with the bank, and also the implications of the bank suggested.
 CAM The best additional assistance is offered by ATMs. Fees, net banking and mobile banking are
less great businesses.
 FD's, pooled resources and a / cs saving would constantly promote the greater customer base.
 The greater parts of the customers were very pleased with the supervision of the specialists.
 The bank organizations are the key figure attracting customers to the bank.
 os A / c, FD's, new A / c and advances are widely used by consumers.

5.2 Finds and Suggestions Finds and Suggestions

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 Further stress on the advertising and the time is limited.
 A number of attempts will be made by the Bank to strengthen exceptional customer relationship.
 After the needs of the client, the bank will strengthen the organisations.
 The bank should reduce the dreariness of its technique.

5.3 LIMITATIONS OF THE STUDY

It says, "Nothing is exceptional," and if it is important, I 'm confident that the effort will not be any more
inadequate. Genuine undertakings were conducted very often to avoid mistakes, but none would have put
back the test as a result of the repression. The following are:

 The test was completed in a short time.

 Small scale of the test.
 Some of them are presumably not fascinated with the correct information supplied by the respondent.
 A part of the interviewees were reluctant to share details.

5.4 CONCLUSION

I am forced to conclude by the incredible pace generated by the Indian budgetary market, which assets will
exceed $1 trillion by 2010. HDFC Bank had a 4,014-branch arrangement and 11,766 robotized counters in
2,464 urban India networks. The majority is happy with customers. The bank should nevertheless
concentrate on the other customers that are not satisfied. The customers think that the bank's departments,
however, should strive to ensure that people are better cared for. In both printing like in other media, HDFC
bank should put more weight on its views. The number of shows will decrease, because the consumer thinks
that customs are inefficient and Savings the customer's time and bank.

67
 BIBLOGRAPHY

68
 BIBLOGRAPHY

Books:

Agarwal, P.K.,(2009), “Consumer Behaviour”, Pragati prakashan Rajeev kumar,(2007), “Consumer

Behaviour” Himalya publishing house

Kothari, C.R.,(2009), “Research Methodology”, New age International publication ltd., New Delhi

Gupta, A.K & Singh, R., (2009), “Research Methodology”, Vayu education of India, New Delhi

Websites:

www.bnknetindia/com/banking/finance http://en.wikipedia.org/wiki/bankingfinancialcompany
www.hdfcbank.com

www.hdfcbank/products/finance www.google.com

http://www.iloveindia.com/finance/bank/private-banks/hdfc-bank.html

69
 ANNEXRE

70
 ANNEXURE
QUESTIONNAIRE

1. Age
 18-25
 25-40
 40-50
 50-70

2. Annual income
 50000-150000
 150000-500000
 500000-1000000
 1000000>

3. Occupation
 student
 employee
 farmer
 self-business

4. Educational qualification

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 10th
 PUC
 DEGREE
 PG

5. I am satisfied with the premises of the bank and it is visually appealing.

 Strongly Disagree
 Disagree
 Uncertain
 Agree
 Strongly Agree

6. Opinion on technological up-to-date equipment’s of the bank like ATM’S.

 strongly disagree
 Disagree
 Neutral
 Agree
 Strongly Agree

7. I am satisfied with the way the employees dress up and present themselves.
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

8. I am satisfied with the pamphlets distributed by the bank and they give clear and complete
Information.
 Strongly disagree

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 Disagree
 Neutral
 Agree
 Strongly agree

9. When the bank staffs promises to do something by a certain time, it is delivered as promised.
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

10. When I face problems, the bank staff is sympathetic and reassuring.
 strongly disagree
 Disagree
 Neutral
 Agree
 Strongly Agree

11. I am satisfied with the way staff responds to my queries

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

12. I am satisfied with the way the bank handles my documents and records
 strongly disagree
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 Disagree
 Neutral
 Agree
 Strongly Agree

13. The bank provides quick services.

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

14. Employees in the bank is never too busy to respond to my request.

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

15. The Employees are willing and ready to help customers

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

16. I am satisfied with the bank service of sending timely bank statement and other information related to
my account.

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 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

17. The employees of the bank are trustworthy.

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

18. The employees put a lot of effort to retain the customers

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

19. Employees in the bank has the knowledge to answer my questions

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

20. The bank gives me individual attention.

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 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

21. The bank staff provides me with the products and services that are best suited to me.
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

22. The employees of the bank understand my specific needs

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

23. I am satisfied with the overall service quality of HDFC bank

 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree

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