A SUMMER TRAINNING PROJECT REPORT

ON

“Digitalization improves the banking services with reference to

HDFC BANK”

Submitted in partial fulfilment of the requirement of

Bachelor of Commerce [Bcom(hons)]

UNDER THE GUIDANCE SUBMITTED BY

Mr. Sachin Jain Himanshi

Associate Professor Bcom(hons) 5 th sem

CPJ-CHS 50621588817

(SESSION 2017-2020)

CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES

& SCHOOL OF LAW

AN ISO 9001:2008 CERTIFIED INSTITUTE (APPRPOVED BY GOVT. Of NCT of Delhi)

Plot no.OCF Sector A-8 Narela New Delhi-40

 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Chanderprabhu Jain College of

Higher Studies & School of Law, GGSIPU University, New Delhi for imparting us
very valuable professional training in B.COM (HONS.)

I pay my gratitude and sincere regards to Mr. Sachin Jindal, my project guide for
giving me the cream of his knowledge. I am thankful to his as he has been a
constant source of advice, motivation and inspiration. I am also thankful to his for
giving his suggestions and encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our Computer Lab
Staff and Library Staff for providing me opportunity to utilize their resources for
the completion of the project.

I am also thankful to my family and friends for constantly motivating me to

complete the project and providing me an environment which enhanced my
knowledge.

HIMANSHI
5062158817

CERTIFICATE

This is to certify that Report entitled “Customer Outlook Towards Digitalization

Improving Banking Services Reference to HDFC BANK’’ which is submitted by
me in partial fulfilment of the requirement for the award of degree of Bachelor of
Commerce (Hons) to G.G.S.I.P.U. University, Delhi, is a record of candidate own
work carried out by him under my supervision, the matter embodied in this thesis
is original and has not been submitted for the award of any mother degree.

Date: Signature of the Guide:

Sachin Jindal
 DECLARATION

This is to certify that Report entitled “Customer Outlook Towards Digitalization

Improving Banking Services Reference To HDFC BANK ’’ which is submitted by
me in partial fulfilment of the requirement for the award of degree of Bachelor in
Commerce (Hons) to G.G.S.I.P.U. University, Dwarka, Delhi, comprises only my
original work and due acknowledge has been made in the text to all other material
used.

Date: Signature of the Student

 CONTENTS

Topic Page No
DECLARATION I

CERTIFICATE II

ACKNOWLEDGMENT III

Chapter 1: INTRODUCTION

1.1 Origin of banking

1.2 History of Indian banking
1.3 Digitalization
1.4 Bank profile
1.5 HDFC history, mission, vision
1-15
1.6 Awards & Achievement
1.7 SWOT analysis
CHAPTER 2: REVIEW OF LITERATURE 16-18

CHAPTER 3:RESEARCHMETHODOLOGY

3.1 objective of study

3.2 sources of data

19-20
CHAPTER 4 : DATA COLLECTION 20-21
CHAPTER 5: DATA ANALYSIS 22-39

CHAPTER 6: FINDINGS AND SUGGESTIONS 40-41

CHAPTER 7: CONCLUSION 42

References/Bibliography 43

Appendices 44-47
INTRODUCTION
BANKING

Bank is an institution that deals in money and its substitutes and provides crucial
financial services. The principal type of baking in the modern industrial world is
commercial banking & central banking. Banking Means "Accepting Deposits for
the purpose of lending or Investment of deposits of money from the public,
repayable on demand or otherwise and withdraw by cheque, draft or otherwise."

Thus

A Bank:

 Accept deposits of money from public.

 Pays interest on money deposited with it.
 Lends or invests money.
 Repays the amount on demand
 Allow the money deposited to be withdrawn by cheque or draft.

ORIGIN OF BANKING

Its origin in the simplest form can be traced to the origin of authentic history.
After recognizing the benefit of money as a medium of exchange, the importance
of banking was developed as it provides the safer place to store the money. This
safe place ultimately evolved in to financial institutions that accepts deposits and
make loans i.e., modern commercial banks.
HISTORY OF INDIAN BANKING INDUSTRY
Banking in India has a long and elaborate history of more than 200 years. The
beginning of this industry can be traced back to 1786, when the country’s first
bank, Bank of Bengal, was established. But the industry changed rapidly and
drastically, after the nationalization of banks in 1969. Indian Banking sector is
dominated by Public sector banks (PSBs) which accounted for 72.6% of total
advances for all SCBs as on 31st March 2008. PSBs have rapidly expanded their
foot prints after nationalisation of banks in India in 1969 and further in 1980.
Although there is a restrictive entry/expansion for private and foreign banks in
India, these banks have increased their presence and business over last 5 years.
Peculiar characteristic of Indian banks unlike their western counterparts such as
high share of household savings in deposits (57.4% of total deposits), adequate
capitalization, stricter regulations and lower leverage makes them less prone to
financial crisis, as was seen in the western world in mid FY09. The Scheduled
Commercial Banks (SCBs) in India have shown an impressive growth from FY04 to
the mid of FY09. Total deposits, advances and net profit grew at CAGR of 19.6%,
27.4% and 20.2% respectively from FY03 to FY08. Banking sector recorded 4 credit
growth of 33.3% in FY05 which was highest in last 2 and half decades and credit
growth in excess of 30% for three consecutive years from FY04 to FY07, which is
best in the banking industry so far. Increase in economic activity and robust
primary and secondary markets during this period have helped the banks to
garner larger increase in their fee based incomes. A significant improvement in
recovering the NPAs, lowest ever increase in new NPAs combined with a sharp
increase in gross advances for SCBs translated into the best asset quality ratio for
banking sector in last two decades. Gross NPAs to gross advances ratio for SCBs
decreased from the high of 14% in FY2000 to 2.3% in FY08. With in the group of
banks, foreign and private sector banks grew at higher rate than the industry from
FY03 to FY08 primarily because of lower base effect and rapid expansion
undertaken by these banks. In FY09, overall growth in credit and deposits was led
by PSBs. However, growth of private and foreign banks was significantly lower in
FY09 due to their high exposure to stressed sectors and problems at parent level
for foreign banks. Unsecured bank credit has risen over the years and stood at
23.3% of bank credit in FY08 as compared to just 10.9% in FY2000. Lending to
sensitive sector has also grown at CAGR of 46.1% from FY05 to FY08. In the
backdrop of the economic downturn, we feel that the excellent performance seen
in last five years ended FY08 will be difficult to repeat in coming years. We expect
that with the downturn in the economy, credit and deposit growth will moderate
in coming years. Credit growth will be led by spending on the infrastructure while
retail credit will show a moderate growth. Margin pressures due to lag effect of
rate cuts between interest rate on deposits and advances, lower treasury gains
and core fee income and increasing in provisions for NPAs is likely to put pressure
in the bottom line of the banks. Going forward, PSBs’ which are close to the
required lower level of government stake and have concentrated presence in
particular region are likely to consider its merger with other PSB as an important
option if they want to sustain the growth seen in past.
INTRODUCTION TO DIGITALIZATION
Digitalization is the use of digital technologies to change a business model and
provide new revenue and value-producing opportunities; it is the process of
moving to a digital business. Integration of digital technologies into everyday life
by the digitization of everything that can be digitized. “Digital” is the new buzz
word in the banking sector, with banks all around the globe hopping onto the
digital bandwagon. Just like how the introduction of mobile technology massively
disrupted innovation in the banking sector, digital is now doing the same. Banks
of all sizes are making sizeable investments in digital initiatives in order to
maintain a competitive edge. So, what does “digital” actually mean? It definitely
provides a glimpse into the future of banking. What digital essentially does is that
it uses technology to design experiences, both seen and unseen. “Digital is all
about making what can be seen unseen – making services so smooth and
seamless that it becomes invisible to the customer”. “Despite all the automation
and improvements that 14 digital banking has the potential to achieve, customers
and their needs still form the very core of the banking sector.”

Digital Banking – a new concept in the area of electronic banking, which aims to
enrich standard online and mobile banking services by integrating digital
technologies, for example strategic analytics tools, social media interactions,
innovative payment solutions, mobile technology and a focus on user
experience.”

Digital banking is
 Delivering a customized but consistent FI brand experience to customers across
all channels and points of interaction

 underpinned by analytics and automation

requiring a change in the operating model, namely products and services,

organization, culture, and skills and IT.

 in order to deliver demonstrable and sustainable economic value

BANK 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 is India's premier housing finance company and enjoys an
impeccable track record in India as well as in international markets. Since its
inception in 1977, the Corporation has maintained a consistent and healthy
growth in its operations to remain the market leader in mortgages. Its
outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market
segments and also has a large corporate client base for its housing related
credit facilities. With its experience in the financial markets, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was
ideally positioned to promote a bank in the Indian environment.

HDFC Bank Limited (the Bank) is an India-based banking company engaged in

providing a range of banking and financial services, including commercial banking
and treasury operations. The Bank has a network of 1412 branches and 3295
automated teller machines (ATMs) in 528 cities and total employees is 52687.

HDFC Bank operates in a highly automated environment in terms of information

technology and communication systems. All the bank’s branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the
branch network and Automated Teller Machines (ATMs).
The Bank has made substantial efforts and investments in acquiring the best
technology available internationally, to build the infrastructure for a world class
bank. In terms of core banking software, the Corporate Banking business is
supported by Flexcube, while the Retail Banking business by Finware, both from i-
flex Solutions Ltd. The systems are open, scaleable and web-enabled.
The Bank has prioritised its engagement in technology and the internet as one of
its key goals and has already made significant progress in web-enabling its core
businesses. In each of its businesses, the Bank has succeeded in leveraging its
market position, expertise and technology to create a competitive advantage and
build market share.
HDFC Bank Limited

We understand your world

Type Private

BSE: 500180
Traded as NSE: HDFCBANK
NYSE: HDB
BSESENSEX Constituent
CNX Nifty Constituent

Industry Banking, financial services HDFC

has
Founded August 1994; 25 years ago

Headquarters Mumbai, Maharashtra, India

Area served India

ShyamalaGopinath 
Key people (Non-Exe Chairperson)[1]

AdityaPuri
(Managing Director)[2] [3]

Products Credit cards, consumer banking, banking, finance and insurance, investment

banking, mortgage loans, private banking, private equity, wealth management[4]

Revenue ₹116,597 crore (US$17 billion) (2019)[5]

Operating ₹23,263 crore (US$3.4 billion) (2019)[5]

income

Net income ₹21,078 crore (US$3.0 billion) (2019)[5]

Total assets ₹1,189,432 crore(US$170 billion) (2019)[6]

Number of 1,04,154 (June 30, 2019)[7]

employees
developed significant expertise in retail mortgage loans to different market
segments and also has a large corporate client base for its housing related credit
facilities. With its experience in the financial markets, a strong market reputation,
large shareholder base and unique consumer franchise, HDFC was ideally
positioned to promote a bank in the Indian environment In a milestone
transaction in the Indian banking industry, Times Bank was merged with HDFC
Bank Ltd., effective February 26, 2000

HDFC Bank has been offering entire spectrum of financial products like personal
banking, SME loans, Agri Loans, NRI services, Wholesale banking through
technology driven mediums supported by smartphones and tablets which is not
only helping the customers in conveniently consuming the services but it is also
reducing the cost of distribution of the products & services by the Bank.

Management of hdfc bank

Name Designation

Shyamala Gopinath Chairperson

KaizadBharucha Executive Director

Srikanth Nadhamuni Non Executive Director

Sanjiv Sachar Independent Director

Independent Director
Umesh Chandra Sarangi

NAME DESIGNATION

Aditya Puri Managing Director

Keki Mistry Non Executive Director

Sandeep Parekh Independent Director

M D Ranganath Independent Director

Malay Patel Independent Director

Awards and Achievements

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class
Indian Bank". We realized that only a single-minded focus on product quality and
service excellence would help us get there. Today, we are proud to say that we
are well on our way towards that goal. It is extremely gratifying that our efforts
towards providing customer convenience have been appreciated both nationally
and internationally.
2019

 Euromoney Awards for Excellence 2019 • India's Best Bank

 Greenwich Associates study • Joint No. 1 in Large

Corporate Banking with
75 per cent share of
market 
•Leader in overall
Quality of client
relationship in Corporate
Banking
• No. 1 in Middle-Market
Banking with 60 per cent
share of market 
• Leader in overall
Quality of client
relationship in Middle-
Market Banking 

 Governance Now BFSI Awards 2019. -Digital Bank

-Tech Trendsetter

 Businessworld Magna Awards 2019 -Best Large Bank

-Fastest Growing Large
Bank - Runner up

2018

The Economic Times Company of the Year

Corporate Excellence
Awards 2018

Aadhaar Excellence • Best Performing Private Bank in

Awards 2018 Total Aadhaar Generation & Update 
• Best Performing Private Bank in
Total Aadhaar Generation & Update -
In House Model 
• Best Performing Branch of HDFC
Bank in Total Aadhaar Generation &
Update for Kidwai Nagar Branch,
Kanpur, Uttar Pradesh. 

NASSCOM AI Game Innovative Application in AI - Virtual

Changer Awards 2018 Agent Engine

Institutional Investor Ranked in four categories - 

2018 All-Asia
Executive Team – • Best IR Professional: 2nd Rank
Survey among banks in Asia (ex-Japan) 
• Best CEO: 2nd Rank
• Best CFO: 1st Rank
• Best IR Company: 3rd Rank

2017
Business India 19th Best Bank Best Bank for the year 2017 - HDFC Bank

survey

The Asset Triple A Country Awards Best IPO, India

2017

Fortune HDFC Bank MD Aditya Puri on Fortune Businessperson of

the year list

Forbes Asia's 13th Fab 50 HDFC Bank in Forbes Asia's Top 50 List

Companies List
 MISSION
I. World Class Indian Bank
II. Benchmarking against international standards.
III. To build sound customer franchises across distinct businesses

VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards,
professional integrity and regulatory compliance. HDFC Bank’s business
philosophy is based on four core values such as:-

1. Operational excellence.
2. Customer Focus.
3. Product leadership.
4. People.
The objective of the HDFC Bank is to provide its target market customers a full
range of financial products and banking services, giving the customer a one-step
window for all his/her requirements. The HDFC Bank plus and the investment
advisory services programs have been designed keeping in mind needs of
customers who seeks distinct financial solutions, information and advice on
various investment avenues.

BUSINESS STRATEGY
 I. Increasing market share in India’s expanding banking
II. Delivering high quality customer service
III. Maintaining current high standards for asset quality through disciplined credit
risk management
IV. Develop innovative products and services that attract targeted customers
and address inefficiencies in the Indian financial sector.

HDFC Bank has been offering entire spectrum of financial products like
personal banking, SME loans, Agri Loans, NRI services, Wholesale banking
through technology driven mediums supported by smartphones and tablets
which is not only helping the customers in conveniently consuming the
services but it is also reducing the cost of distribution of the products &
services by the Bank.
SWOT Analysis is a powerful technique for understanding your Strengths and
Weaknesses, and for looking at the Opportunities and Threats you face. Used in a
business context, it helps you carve a sustainable niche in your market. Used in
apersonal context, it helps you develop your career in a way that takes best
advantage of your talents, abilities and opportunities.

SWOT ANALAYSIS OF HDFC BANK

STRENGTH

 HDFC bank is the second largest private banking sector in India having

2,201 branches and 7,110 ATM’s
 HDFC bank is located in 1,174 cities in India and has more than 800
locations to serve customers through Telephone banking
 The bank’s ATM card is compatible with all domestic
and international Visa/Master card, Visa Electron/ Maestro, Plus/cirus
and American Express. This is one reason for HDFC cards to be the most
preferred card for shopping and online transactions
 HDFC bank has the high degree of customer satisfaction when compared
to other private banks
 The attrition rate in HDFC is low and it is one of the best places to work in
private banking sector
 HDFC has lots of awards and recognition, it has received ‘Best Bank’
award from various financial rating institutions like Dun and Bradstreet,
Financial express, Euromoney awards for excellence, Finance Asia country
awards etc.

WEAKNESSES

 HDFC bank doesn’t have strong presence in Rural areas, where

as ICICI bank its direct competitor is expanding in rural market
 HDFC cannot enjoy first mover advantage in rural areas. Rural people are
hard core loyals in terms of banking services.
 HDFC lacks in aggressive marketing strategies like ICICI
 The bank focuses mostly on high end clients
 Some of the bank’s product categories lack in performance and doesn’t
have reach in the market

Research Methodology
Research methodology is the process used to collect information and data for the
purpose of making business decisions. The methodology may include publication
research, interviews, surveys and other research techniques.

Objectives

 To Develop consumer-centered business models, including a digital

experience that differentiates them from the competition and that addresses
new purchasing.
 To Invest in security for verifying user identity and for making data and
transactions secure.
 To Simplify processes and transactions. Rather than simply moving off-
line processes on-line, they need to be re-thought from a 100% digital
perspective.
 To Obtain relevant information. Gaining the capability and the tools
required to obtain relevant information from Big Data will be a clear
competitive advantage.

Research Type: -

In this report I have used Descriptive research technique.

Descriptive research includes surveys and fact-finding enquiries of different kinds.

The major purpose of descriptive research is description of the state of affairs as it
exists at present. The main characteristic of this method is that the researcher has
no control over the variables.
 Sources of Data Collection:

PRIMARY DATA is the data which has been collected through personal contact.

 Through Questionnaire – Questionnaire is a written set of questions, the

answers to which are recorded by the respondents.
 Through Personal Interaction – In personal interaction an interviewer ask
questions in a face to face contact to the other person.

SECONDARY DATA is the data which are available in the form of fact and figures.
The sources of secondary data are:

 Websites
 Magazines
 Articles

Data Collection Tools:

For my survey I have used Pie chart, Graphs.

Methods of Data Collection:

For my survey I have collected data through Questionnaire (Primary

Data)

Sampling Design:

For my survey I have used Convenience sampling technique.

Convenience sampling is a non-probability sampling technique where subjects are
selected because of their convenient accessibility and proximity to the researcher.

SAMPLE SIZE - Sample of 100 people was taken in order to conduct the
research.

Limitations
There are certain limitations of this project report which are listed below:

 The sample size for the survey is limited to respondents.

 The time horizon for the second part of the research to view the
effectiveness of the promotional activities in short.
 The respondents may be biased. Thus, rational analysis may not be possible
 Heavy Cost Incurred
 This study is limited only to the customers of the HDFC bank
DATA ANALYSIS AND INTERPRETATION

Ques1. What type of account you have in HDFC Bank?

Type of account No. of respondent Percentage

Saving account 80 80%
Current account 15 15%
Salary account 3 3%
Others 2 2%
Total 100 100%

2%
3%
15%
saving account
current account
salary account
others

80%

Interpretation:

Out of 100 respondents that I have taken for my survey 80% respondents have
saving account, 15% have current account, 3% have salary account and 2%
respondents have other account.

Ques2. Since how long you are having account in HDFC Bank?
No. of years No. of respondent Percentage
 0-1 15 15%
1-2 27 27%
2-3 25 25%
More than 3 yrs 33 33%
Total 100 100%

15%
33% 0-1 yrs
1-2 yrs
27% 2-3 yrs
3 yrs and above

25%

Interpretation:
Out of 100 respondents 33% have their account in HDFC Bank from the last 3
years and more, 27% from 1-2 yrs, 25% from 2-3 yrs, 15% from last years.

Ques3. According to you what is more convenient way for banking?

Banking service No. of respondent Percentage

 Branch banking 20 20%
Digital banking 80 80%
Total 100 100%

20%

branch banking
digital banking

80%

Interpretation:

When the customers are asked about their preference between branch banking and
digital banking 80% customers preferred digital banking and 20% customers
preferred branch banking as a mode of their banking transaction. Above graph
reveals their preferences for the both.

Ques4. Do you use Digital Banking Services of HDFC Bank?

Digital service No. of respondent Percentage

Yes 85 85%
 No 15 15%

Total 100 100%

15%

yes
no

85%

Interpretation:

Out of the 100 respondents all the 85% of them use digital banking services and
15% are not using digital banking services.

Ques5. What are your reasons for choosing our Digital banking services?

Reason for choosing No. of respondent Percentage

digital services
Convenience 29 29%
 To save time 38 38%
24hr access 33 33%
Security reason - -
Total 100 100%

33% 29%
convenience
To save time
24 hr access
security reason

38%

Interpretation:

Out of the 100 respondents 29% use digital banking services for convenience, 38%
use to save time and 33% use due to 24 hour access.

Ques6. Which Digital banking services do you use at HDFC Bank?

Services No. of respondent Percentage

Internet banking 45 45%
Mobile banking 20 20%
 Phone banking 5 5%
ATM 30 30%
Total 100 100%

30%
internet banking
45% mobile banking
phone banking
5% ATM

20%

Interpretation:

Out of the 100 respondents 45% of them use internet banking, 20% o use mobile
banking, 5% use phone banking, 30% use ATM services.

Ques7. For what purpose you use digital banking services at hdfc bank?

Use of services No. of respondent Percentage

Money transfer 20 20%
Pay bill 60 60%
Recharge 20 20%
Total 100 100%
 20% 20%

money transfer
pay bill
recharge

60%

Interpretation:
Out of the 100 respondents 20% use digital banking services for money transfer,
60% use to pay bill, 20% use for recharge

Ques 8. Are you aware about hdfc bank digital initatives i.e. Go digital?

Go digital No. of respondent Percentage

Yes 78 78%
No 22 22%
Total 100 100%
 22%

yes
2nd Qtr

78%

Interpretation:
As shown in the above pie chart 78% respondents out of 100 are aware about
HDFC bank Go digital initiative while 22% of them are not aware.

Ques9. Which digital initiative of hdfc you know about?

Initiative No. of respondent Percentage

Pay zap 50 50%
Chillr 20 20%
Digital wallet 30 30%
Watch banking - -
Total 100 100%
 30% pay zapp
chillr
50%
digital wallet
watch banking
20%

Interpretation:

Out of 100 respondents 50% of them know about pay Zapp , 20% of them know
about chillr app, 30% of them know about digital wallet.

Ques10. Do you use hdfc bank go digital banking services?

Use of services No. of respondent Percentage

Yes 85 85%
No 15 15%
Total 100 100%
 15%

yes
no

85%

Interpretation:

Out of 100 respondents 85% of them use HDFC Bank Go Digital banking services
and 15% do not use it.

Ques11. Do you think hdfc bank services has improved digitalization?

Improved services No. of respondent Percentage

Yes 95 95%
No 5 5%
Total 100 100%
 5%

yes
no

95%

Interpretation:
Out of 100 respondents 98% thinks that digitalization improved the banking
services of HDFC bank and 2% of the respondents do not think that digitalization
has improved the banking services

Ques12. Rate that how much digitalization has improved the banking services?

Stars No. of respondent Percentage

5star 27 27%
4star 55 55%
3star 18 18%
Total 100 100%
 18%
27%
5 star
4 satar
3 star

55%

Interpretation:
Out of 100 respondents 27% of them rate 5 stars to the digital improvement in the
banking services, 55% rate it 4 stars, and 18% rate 3 stars.

Ques13. What is your level of satisfaction with hdfc bank digital services?
Satisfaction level No. of respondent Percentage
Fully satisfied 33 33%
Satisfied 65 65%
Dissatisfy 2 2%
Not satisfied - -
Total 100 100%
 2%

33%
fully satisfied
satisfied
dissatisfy
not satisfied
65%

Interpretation:
Satisfaction level is very important for the direct banking channel of bank. In
above graph we can see that 65% Customers are satisfied with HDFC bank digital
services, 33% customers are fully satisfied and only 2% are somewhat satisfied. It
indicates that HDFC bank customers have high satisfaction level from the services
they get.

Ques14. How often do you use digital banking services?

Use of services No. of respondent Percentage
Daily 20 20%
Weekly 43 43%
Monthly 35 35%
Once in a week 2 2%
Total 100 100%
 daily
2% weekly
20%
monthly
35% once in a month

43%

Interpretation:
Out of 100 respondent 20% of them use digital banking services daily, 43% of
them use weekly, 35% use monthly, 2% use once in a month.

Ques 15. What would encourage you to do more online banking?

Online banking No. of respondent Percentage

Simple/clear 17 17%
Free service 10 10%
Transection 50 50%
Rewards&others 23 23%
Total 100 100
 17%
23%
simler/clear
10% free service
transections
rewards&others

50%

Interpretation:

Out of 100 respondent 17% of them use online services for simpler way, 10% of
them use as a free service, 50% of them use for transection purpose, 23% of them
use for rewards& other purpose.

Ques16. What are the reason that attract you to be customer of this bank?

Reason that attract No. of respondent Percentage

customer
Services 33 33%
Products 6 6%
Market image 12 12%
All the above 49 49%
Total 100 100%
 33% services
48% products
market image
all the above
6%
12%

Interpretation:

Out of 100 respondent 33% of them are attracted with their services, 6% of them
are attracted with products, 12% of them attract with market image, 43% of them
attract with all above activities.

Ques17. Any problem you are facing regarding bank?

Problem regarding bank No. of respondent Percentage

Yes 97 97%
No 3 3%
Total 100 100%
 3%

yes
no

97%

Interpretation:

Out of 100 respondent 97% of them are happy with banking work, 3% of them are
placing some issues.

Ques18. Would you recommend hdfc bank to others?

Recommendation No. of respondent Percentage

Yes 100 100%
No - -
Total 100 100%
 yes
no

100%

Interpretation:

Out of 100 respondent everyone recommend this bank to others.

FINDINGS

In our study we find that 100% respondents are aware with the ATM facility use
this facility and around 75% of them use internet banking, 60% use mobile
banking, 24% use phone banking. But the awareness of Insta query is only 4%.
Most of customers believe that Digital banking is more convenient way for
banking and most of them use digital banking in order to save time and also as it
has 24 hour access.

Customers use digital banking services at HDFC bank mostly for money transfer,
to pay bill, for recharge, online shopping. HDFC bank provides very quick services
to its customers.

Most of respondents who are not using the Go Digital initiatives of the bank, it is
because they are not much aware about the initiatives of the bank.

The customer are using the digital banking services for few purpose it means the
use of the digital banking channel is limited for few transaction.

Most of respondent who are using the digital banking services are satisfied with the
service of the bank for the particular digital banking service.

The response of the respondents indicates that digitalization has a good and
positive impact on the banking services.

According to the response of the respondents it shows that digitalization improved

the banking services very much for the customers.

SUGGESTIONS

 Though the Digital Banking is an effective tool but many of the customers are
not using it due to the awareness of the particular digital banking services. Now
 the responsibility lies with the bank to make them aware about various Digital
banking channels through publicity and advertisement

 Bank should educate the customer about the usage of digital banking services
and also about their advantages. This would prompt the customers to shift from
traditional brick and mortar channel.

 It has been observed that even the customers who know about digital banking
services are not using this facility due to misconception and lack of information.
These customers should be targeted by the bank and must be convinced to use
the same.

 The result of the study show that customers are using only few services of
various digital banking services - for example ATM for view balance and cash
withdrawal etc. Though digital banking provides a full gamut of various
services. Customer should be made aware of these services and must be
encouraged to use the same.

 The bank may improve existing facilities in rural areas through advertising,
spread awareness about computer and internet banking.

CONCLUSION
Present study has made an attempt to understand customer perception regarding
digitalization. It was found that demographic factor except education does not have
much impact on the adoption of digitalization. Anova computation support this
finding as there was no significance difference is perceived by the respondents on
the basis of gender age, profession and annual income. It was only education level
of respondents where significance difference is perceived by the respondents. It
indicates that adoption of digitalization is influenced by the education level of the
customer. If a person has studied beyond matriculation and internet savvy, he or
she will inclined to use digitalization mode. It was also found that in the
areas/region where education level is high , the possibility of acceptance of
digitalization is much higher. The growth of users of smartphones and internet
penetration in such area also facilitated the adoption of digital payment.

BIBLIOGRAPHY

BOOK REFFERED:
Philip Kotler (Eight Edition) “ Marketing Management”

WEBSITES REFFERED:

www.wikipedia.com

www.hdfcbank.com

www.google.co.in

REPORTS/ARTICLES REFFERED:

Annual report of HDFC BANK 2017-18

Questionnaire
NAME…………………………………

GENDER……………………………...

AGE……………………………………

OCCUPATION……………………......

EMAIL ID………………………………

Q1. What type of account you have in HDFC Bank?

Savings account Current account

Salary account other (please specify) _ _ _ _ _

Q2. Since how long you are having account in HDFC Bank?

0 – 1 year 1 – 2 years

2 - 3 years 3 years & above

Q3. According to you what is more convenient way for banking?

Branch Banking Digital Banking

Q4. Do you use Digital Banking Services of HDFC Bank?

Yes No
Q5. What are your reasons for choosing our Digital banking services?

Convenience To save time

24 hour access Security reasons

Q6. Which Digital banking services do you use at HDFC Bank?

Internet Banking Mobile Banking

Phone Banking Insta Alerts/SMS/Query

ATM

Q7. For what purpose you use Digital banking services at HDFC Bank?

Money Transfer Pay Bill

Balance Details Recharge

Loan related Query Order Cheque book

other (please specify) _ _ _ _

Q8. Are you aware about HDFC Bank Digital Initiatives i.e. Go digital?

Yes No

Q9. Which Digital Initiative of HDFC you know about?

Pay ZappChillr
 Digital Wallet watch banking

Q10. Do you use HDFC Bank Go Digital banking services?

Yes No

Q11. Do you think HDFC Bank banking services has improved digitalization?

Yes No

Q12. Please rate that how much Digitalization has improved the Banking Services?

5 Stars 4 Stars

3 Stars 2 Stars

1 Star

Q13. What is your level of satisfaction with HDFC Bank Digital Services?

Fully Satisfied Satisfied

Somewhat Satisfied Not Satisfied

Q14. How often do you use digital banking services?

Daily Weekly
 Monthly Once in a month

Q15. What would encourage you to do more online banking?

Simpler/Clear serviceFree Transections

RewardsOthers

Q16. What are the reason that attract you to be customer of this bank?

Services Products

Market image All of the above

Q17. Any problem you are facing regarding bank?

Yes No

Q18. Would you recommend HDFC bank to others?

Yes No