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RESEARCH DESIGN

³Research design is the arrangement of conditions for collecting and analysis of data in a manner that aims to combine relevance of the research purpose with economy in procedure.´

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INTRODUCTION
In the organized segment, banking system occupies an important place in nations economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to its customer. It¶s a well known fact that no business can exist without customers. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and service to service. The state of satisfaction depends on a number of both psychological and physical variables. The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges. Banking is a customer oriented services industry, therefore, the customer is the focus and customer service is the differentiation factor. The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of the economy in the 90s and the government's decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The prime mover for banks today is profit, with clear indications from the government to 'perform or perish'.

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Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. With the current change in the functional orientation of banks, the purpose of banking is redefined. The main driver of this change is changing customer needs and expectations. Customers in urban India no longer want to wait in long queues and spend hours in banking transactions. This change in customer attitude has gone hand in hand with the development of ATMs, phone and net banking along with availability of service right at the customer's doorstep. With the emergence of universal banking, banks aim to provide all banking product and service offering under one roof and their endeavor is to be customer centric. With the emergence of economic reforms in world in general and in India in particular, private banks have come up in a big way with prime emphasis on technical and customer focused issues. Even when it comes to products, the changes have been many. Graduating from simple savings accounts and fixed and recurring deposits, banks now offer a host of products like special savings account and sweep-in-account, no frills accounts and easy receive account. Private sector banks may have taken the lead, but public sector banks, with their vast client base and unparalleled treasury of trust, are evolving their own brand of customer-friendliness. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the"

confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,
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Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance.The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. Understanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. This vital information will help us to build satisfaction amongst the customers and customer loyalty in the long run which is an integral part of any business. The customer's requirements must be translated and quantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction. "If you cannot measure it, you cannot improve it." - Lord William Thomson Kelvin (1824-1907).

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MEASURING CUSTOMER SATISFACTION IN THE BANKING INDUSTRY
Banking operations are becoming increasingly customer dictated. The demand for 'banking supermalls' offering one-stop integrated financial services is well on the rise. The ability of banks to offer clients access to several markets for different classes of financial instruments has become a valuable competitive edge. Convergence in the industry to cater to the changing demographic expectations is now more than evident. Bancassurance and other forms of cross selling and strategic alliances will soon alter the business dynamics of banks and fuel the process of consolidation for increased scope of investment linkages. In short, the domestic economy is an increasing pie which offers extensive economies of scale that only large banks will be in a position to tap. With the phenomenal increase in the country's population and the increased demand for banking services; speed, service quality and customer satisfaction are going to be key differentiators for each bank's future success. Thus it is imperative for banks to get useful feedback on their actual response time and customer service quality aspects of retail banking, which in turn will help them take positive steps to maintain a competitive edge. The working of the customer's mind is a mystery which is difficult to solve and understanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters build satisfaction amongst the customers and customer loyalty in the long run which is an integral part of any business. The customer's requirements must be translated and quantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction. "If you cannot measure it, you cannot improve it." - Lord William Thomson Kelvin (1824-1907).

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6 . the health and strength of the company's relationship with its customers ± its most critical economic asset ± is its best predictor of the future. companies can determine the actions required to meet the customers' needs. This article is an attempt to review the necessary requirements. As buyers become empowered. where they stand in comparison to their competitors. So it is no wonder that the relationship between those assets and future income is becoming more and more tenuous. Focusing on competition has its place. Evidence is mounting that placing a high priority on CS is critical to improved organizational performance in a global marketplace. Forwardlooking companies are finding value in directly measuring and tracking customer satisfaction (CS) as an important strategic success indicator. They can identify their own strengths and weaknesses. Customer satisfaction is quite a complex issue and there is a lot of debate and confusion about what exactly is required and how to go about it. In many places in the world. sellers have no choice but to adapt. but with buyer power on the rise. business organizations have been elevating the role of the customer to that of a key stakeholder over the past twenty years. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. it is more important to pay attention to the customer. Customers are viewed as a group whose satisfaction with the enterprise must be incorporated in strategic planning efforts. When buyers are powerful. and discuss the steps that need to be taken in order to measure and track customer satisfaction.The Need to Measure Customer Satisfaction: Satisfied customers are central to optimal performance and financial returns. With better understanding of customers' perceptions. Assets on the balance sheet ± basically assets of production ± are good predictors only when buyers are weak. chart out path future progress and improvement.

 To Study the aspect of Categorizing saving account as per the requirement of distinct Customer.  To Study the employees behavior and other services in HDF bank.STATEMENT OF PROBLEM ³T0 STUDY CUSTOMER SATIFACTION ABOUT SAVING ACCOUNT HOLDER IN HDFC BANK´ PIMPRI. OBJECTIVE OF THE PROJECT  To Study the Saving habits of the Consumer.  To Study about the customer satisfaction in HDFC bank. PUNE´.  To Study the procedure involved in the opening of saving account. 7 .  To Study the Significance of saving account in banking System.

They would be able to design various schemes and service in Bank. Limitations of the project  The respondents from whom primary data was gathered any times displayed complete ignorance about the complete branded range.It will help in evaluating the various products and services.  Some Customer did not answer all the questions or do not have time to answer.SCOPE The project throws on the need for saving account for successfully marketing. which was being studied.  Lack of time is the basic limitation in the project. The project was developed based on benefits of sales towards organization.  Lack of experience also because hurdle for me. It will be helpful for the management to identify the needs and benefits of the consumer and to take decision to promote the marketing. 8 .

Clifford woody 9 . organizing and evaluating data. formulating hypothesis or suggested solution. making deduction and reaching conclusion to determine whether they fit the formulating .Research Methodology Definition:³Research Comprises offering and redefining problem. collecting.

As the original data from each unit or respondent are available they are be reticulated or reanalyzed. Primary Data collection:Primary Data are those. from the known to the unknown. or for. advance by managers who will use data. There is no intervening party to summarize the original data. It is actually a voyage of discovery.Research --: Research is an art of scientific investigation. Research is considered as a movement . Research is thus an original contribution to the existing stock of knowledge making for its advancement. the data user. primary data are freshly gathered for a specific purpose. The data collected are specifies in Sources of primary data collection:1) Questionnaires 2) Interview 10 . Data collection:The research can gather data from primary source and as well as secondary sources. Secondary data are data that already exist while. collection specifically by.

.com http://www.indian bankinghistory. financial organization. e) Tool used for the research is questionnaire.com http://www. b) Important web site:y y y y y www. Trades associations or commercial Marketing Research Services. news paper & Magazines. c) Sample size taken is 22.hdfcbank. agencies.co. Com www.Secondary Data collection :Secondary Data are those that been collected by other Organization for example: govt. analysis and tabulate these data.economictimes. d) Sources of data used include both primary as well as secondary data.hdfc. The collect original data.in c) Business journals / Magazines d) Library e) Search engine Analysis Techniques a) Type of the research undertaken is analytical. f) Plan of analysis are tables and graphs. but then publish only in summary tables and charts.google. 11 .com www. b) Technique used is random sampling. Sources of secondary data:a) Customer¶s interaction.

Sources of data used include both primary as well as secondary data. i) j) Sample size taken is 56. h) Technique used is random sampling.SAMPLING:SAMPLE UNIT Sample units are nothing but the respondents covered during the process of collecting data for the purpose of research. Plan of analysis are tables and graphs SAMPLE SIZE The sample size is the total number count of the number of total respondents covered for the research purposes. k) Tool used for the research is questionnaire. Total sample size = 56 12 . g) Type of the research undertaken is analytical. The sampling units consisted of people who have there own saving account.

PROFILE OF THE ORGANIZATION History of HDFC bank HDFC Bank's mission is to be a World-Class Indian Bank. Product Leadership and People. 1998:Launched its first retail lending product ³Loan against shares´.HDFC bank launches its first Initial public offer (IPO) Of Rs. 1994:HDFC Was started a new range of business in the field of banking sector.500 million eliciting a record 55 times over-subscription. HDFC get Certificate of Commencement of Business was received on 10th October 1994 from Reserve Bank of India. Launched retail investment advisory services. 1997:Declared maiden dividend of 8%on equity shares for yearend 1997. professional integrity and regulatory compliance. 13 . Customer Focus. consistent with the bank's risk appetite.10 Billion. 1996:Total Balance Sheet Size Crosses Rs. 1995:Received license from RBI. HDFC Bank's business philosophy is based on four core values: Operational Excellence. The Bank's aim is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services in the segments that the bank operates in and to achieve healthy growth in profitability. The bank is committed to maintain the highest level of ethical standards. and entered into strategic alliance with national Westminster bank group.9%.Return on Equity crossed 20% for financial year ended MARCH 1998 at 23.Branch network touched 50.

Business Today ³Best Private Sector Bank´ in India award. 14 . Real Time NatWest Group exits. 2003:Business Today ³Best Bank in India´ Award. The Economic Times Award for corporate Excellence. Best Bank in India awarded by Euro money. Bank listed its stock on New York Stock Exchange through American Depository Receipt. 2000:Bank launched Mobile Banking (SMS based) a first in India. Launched Credit Card business in Chennai. Awarded the 21st century Achievement award for finance. 2001:Become first private bank authorized to collect Income Tax for Central Government.1999:Launched on-line. ³Best Domestic Bank in India´ by Finance Asia. 2002:Branched network touched 200. Branch network crossed 100 branches. Launched first International Debit Card in India. Customer base crossed 1 million.

HDFC Bank awarded with ³Best Bank of 2006. 2005:HDFC Bank ties up with the International Bank of Qatar to launch banking services in Qatar. HDFC Bank has signed agreement with TATA Pipes to offer credit facilities to farmers across the country. Bank plans add-on ADS issue of US $300 Million.2004:Branched network touches 400. HDFC Bank unveiled credit card for farmers. 2009:No 1 Private Bank in India 15 . 2008:Merger with Centurion Bank of Punjab. Forbes ranked HDFC Bank among the top 50 best Company in Asia region. 2006:According to BUSINESS TODAY magazine. there are network of 684 branches and 1605 ATMS in 361 cities in the country. 2007:On 31st march 2007.

With effect from May 23.1.89.000 corors. a strong deposit base of around RS. The combined entity would have a nationwide network of 1167 branches. all requisite statutory and regulatory approvals for the merger have been obtained.63.1. With RBI¶S approval. 22. All the branches of Centurion Bank of Punjab will function as branches of HDFC Bank with effect from May 23.000 crores.000 corers and net advances of around RS. 2008.RECENT DEVELOPMENT The Reserve Bank of India has approved the scheme of amalgamation of Centurion Bank of Punjab ltd. 2008. The balance sheet size of the combined entity would be over RS. 16 . With HDFC Bank ltd.

each of HDFC Bank Limited for every 29 equity shares of RS.1.10/. subject to final regulatory approvals in this regard.450 Crores to RS. 1/.530.13 each to HDFC Limited and/or other Promoter group companies on preferential basis. 2008. This is subject to receipt of Approvals from the Reserve Bank of India. The shareholders also accorded their consent to issue equity shares and/or warrants convertible into equity shares at the rate of RS.Merger with Centurion Bank of Punjab Limited :- On March 27. The shareholder of the Bank approved the issuance of one equity share of RS.550 Crores. stock exchanges and other requisite statutory and regulatory authorities.each held in Centurion Bank of Punjab Limited. the shareholders of the Bank accorded their consent to a scheme of amalgamation of Centurion Bank of Punjab Limited With HDFC Limited. The shareholders of the Bank have also approved an increase in the authorized capital from RS. 17 .

mutual funds. as well as through alternative delivery channels like ATMs. It is recognized as a leading provider of cash management and transactional banking solutions to corporate customers. transactional services. including working capital finance. Based on its superior product delivery/service levels and strong customer orientation.Business Profile HDFC Bank caters to a wide range of banking services covering both commercial and investment banking on the wholesale side and transactional / branch banking on the retail side. the Bank has made significant inroads into the banking consortia of a number of leading Indian corporate including multinationals. b) Retail Banking Services The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services. 18 . For these corporate. emerging mid-sized corporate. etc. . the Bank provides a wide range of commercial and transactional banking services. blue-chip manufacturing companies in the Indian corporate sector and to a lesser extent. Phone Banking. The bank is also a leading provider of structured solutions which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customer. Net Banking and Mobile Banking. The products are backed by world-class service and delivered to the customers through the growing branch network. giving the customer a one-stop window for all his/her banking requirements. cash management. stock exchange members &banks. The bank has three key business areas :- a) Wholesale Banking Services The Bank's target market is primarily large. companies from the domestic business houses and prime Public Sector companies. trade services.

Local Currency Money Market & Debt Securities. It is also a leading provider of Depository Services to retail customers. in India and overseas. advice and product structures. The Bank launched its credit card in association with VISA in November 2001. the bank has three main product areas . These and fine pricing on various treasury products are provided through the bank's Treasury team. The Bank also has a wide array of retail loan products including Auto Loans. offering customers the facility to hold their investments in electronic form. Loans. the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions. The Treasury business is responsible for managing the returns and market risk on this investment portfolio. To comply with statutory reserve requirements. 19 . and Equities. Bill Payments. The Bank is well positioned as a leader in various net-based B2C opportunities including a wide range of internet banking services for Fixed Deposits. Loans against marketable securities.Foreign Exchange and Derivatives. Personal Loans and Loans for Two-wheelers. etc. C) Treasury Operations Within this business. The Bank is also one of the leading players in the "Merchant acquiring" business with over 25.The HDFC Bank preferred program for high net worth individuals. The debit card allows the user to directly debit his account at the point of purchase at a merchant establishment. With the liberalization of the financial markets in India. corporate need more sophisticated risk management information. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA and issues the MasterCard Maestro debit card as well.000 Point-of-Sale (POS) terminals for debit / credit cards acceptance at merchant establishments. the bank is required to hold 25% of its deposits in government securities. information and advice on various investment avenues.

INTER BRANCH BANKING Access your account from any of our 468 branches in 212 cities. Internet. BILL PAY Pay your telephone. NET BANKING Access your bank account from anywhere in the world. 3 lakh for a wedding. phone or mobile phone. No more standing in long queues or writing cheques. electricity and mobile phone bills through our ATMs. purchase of a computer or an exciting holiday. our loans come to you in easy-to-pay monthly installments. You can spend in any currency. and are available with easy documentation and quick delivery. education. You can also view your Demat Account through Net Banking.INNOVATIVE SERVICES FOR YOUR CONVENIENCE PHONE BANKING 24-hour automated banking services with 39 Phone Banking numbers available. and pay in Rupees. Use SMS technology to conduct your banking transactions from your cell phone. INTERNATIONAL DEBIT CARD An ATM card you can shop with all over the country and in over 140 countries with. you can also pay your utility bills and transfer funds. at anytime. ATM 24-hour banking: Apart from routine transactions. at your own convenience. MOBILE BANKING Access your account on your mobile phone screen at no airtime cost. PERSONAL LOANS Take a loan of up to Rs. at any of our ATMs across the country all year round. 20 . LOANS FOR EVERY NEED Now.

loss and theft. Gold. If you have outstanding balance on your other credit card. ensures NRIs all the banking support they need. Children¶s Plan and Personal Plan from HDFC Standard Life Insurance Co. traveler¶s cheques. FOREX FACILITIES Avail of foreign currency. DEMAT ACCOUNT Protect your shares from damage. 20 lakh. backed by unmatched features and world-class service. MUTUAL FUNDS Apart from a wide choice of mutual funds to suit your individual needs. you can transfer that balance to this card at a lower interest rate. You can also access your demat account on the internet. In case of Demat Shares. accepted worldwide from a worldclass bank. Ltd.LOANS AGAINST SHARES Get an overdraft up to Rs. 21 . Savings Scheme. up to 50% of the market value of your shares. to meet your travel needs INSURANCE HDFC Bank now brings you Life Insurance and Pension Solutions like Risk Cover Scheme. you benefit from expert advice on choosing the right funds based on in-depth market analysis. 10 lakh at an attractive interest rate against physical shares. and foreign exchange demand drafts. NRI SERVICES A comprehensive range. you can get Loans against Shares of up to 65% of the market value of your shares. inter-branch banking and much more. till Rs. CURRENT ACCOUNT Get a personalized cheque book. by maintaining your shares in electronic form. INTERNATIONAL CREDIT CARD Get an option of Silver. or Health Plus Credit card. monthly account statements.

 Focus on high earnings growth with low volatility.  Develop innovative products and services that attract the targeted customers and address inefficiencies in the Indian financial sector.HDFC Bank business strategy is as following:-  Increase market share in India¶s expanding banking and financial services Industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service.  Leverage our technology platform and open scale able systems to deliver more products to more customers and to control operating costs.  Maintain current high standards for asset quality through disciplined credit risk management.  Continue to develop products and services that reduce bank¶s cost of funds. 22 .

It provide all services like Net banking. Use the free Electronic Funds Transfer Facility to transfer funds from your HDFC Bank account.  Regular saving account  Plus saving account  Max saving account  Kids saving account 23 .saving account Effort to make banking simpler and more accessible for our customers. Access your account through a Free ATM Card.Product:. Phone banking. There are four types of saving account. All this with a zero initial pay-In and zero balance account. Mobile banking. which offers you all the basic facilities.

an instant solution to all your frequent utility payment. Instruct for payment over the phone or through the internet bill 24 .REGULAR SAVING ACCOUNT Features and Benefits:-  Wide network of branches and over thousand ATMS to meet all your banking needs no matter where you are located.  Bank conveniently with facilities like Net banking and mobile banking.1.  5 free transaction from any bank ATMS per month.check your account balance. pay utility bill or stop cheque payment through SMS.  Personalized cheques with your name printed on each cheque leaf for enhanced security.  Taking advantage of bill pay.

 Free International Debit card for all account holders for life time of the account. Net Banking. Phone Banking.  Free Bill pay & Insta Alerts for all account holders for lifetime of the account.per month.  5 free transaction from any bank ATMS per month. 25 .  Free Payable at par cheque book without any usage charges upto a limit of 50000/.  Free Demand Draft on HDFC Bank location. & Mobile Banking.per day. up to a limit of 25000/.  Free Electronic funds Transfer facility. PLUS SAVING ACCOUNT Features and Benefits  Wide network of branches and over thousand ATMS to meet all yourBanking needs no matter where you are located.2.

 Free Monthly Statement of Account.per day free.  Free Bill pay & Insta Alerts for all account holders for lifetime of the account.  Free Payable at par cheque book without any usage charges upto a limit of 1 lack per month. up to RS.per day. 26 . up to a limit of 50000/.  Self /Third Party Cash Deposit /withdrawal at non-home branch.  Free Gold Debit Card for primary account holder for lifetime of the account. MAX SAVING ACCOUNTS Features and Benefits  Free unlimited transaction: cash withdrawal.3.  Free Demand Draft on HDFC Bank location.50000/.

10000/. 27 .100000/.  Free Education Insurance of up toRs.  Free international Debit card for your child (above 7 year of age) with minimum drawing capabilities. your Saving Account as well as your Kids Advantage Account.over and a balance of Rs.  Opt for Systematic Investment in Mutual Funds for your child future. 5000/.  Net Banking facility to monitor both.4.  Free Funds Transfer between your Saving Account and your Kids Advantage Account.  Amounts in excess of Rs.for your child with every Kids Advantage. KIDS SAVING ACCOUNT Features and Benefits  Automatically increases the balance in your Kids Advantage Account by transferring affixed sum from.gets converted into fixed.

DATA PRESENTATION & DATA ANALYSIS Table No. of respondents 56 14 24 6 100 Percentage 56% 14% 24% 6% 100% Best Bank in private sector 60 50 40 30 20 10 0 HDFC AXIS ICICI OTHER Resopndents Analysis  56% Customers are of HDFC bank  14% Customers are of Axis bank  24% Customers are of ICICI bank  6% Customers are of other bank Interpretation  Majority of the customer are prefer HDFC Bank in private sector. 1 Table representing the customer prefer the best Bank in private sector Best Bank in private sector HDFC AXIX ICICI OTHER TOTAL No. 28 .

29 . of respondents 28 8 16 Percentage 48% 14% 31% other 7% cpv 31% kyc 14% Highly secure 48% Analysis  48% Customers are for Highly Secured  14% Customers are for Strong KYC ( KNOW YOUR CUSTOMER)  31% Customers are for CPV (CONTACT POINT VERIFICATION Strong KYC ((KNOW YOUR CUSTOMER)  7% Customers are for other Interpretation Majority of customer preface to have an account with HDFC because of Highly Secured.Table No.2 Table representing the customer preface to have an account with HDFC Preface to have an account with HDFC Highly Secured Strong KYC ( KNOW YOUR CUSTOMER) CPV (CONTACT POINT VERIFICATION Strong KYC OTHER TOTAL 4 56 7% 100% No.

of respondents 29 17 3 7 56 Percentage 52% 30% 5% 13% 100% plus 30% regular 52% 13% max 5% Analysis     52% Customers are for Regular saving account 30% Customers are for Plus saving account 5% Customers are for Max saving account 13% Customers are for Other saving account Interpretation  Majority of the customer is for Regular saving account 30 . 3 Table representing the customer Type saving account Type saving account Regular saving account Plus saving account Max saving account Other saving account Total No.Table No.

4 Table representing for HDFC Bank is different from other bank HDFC Bank is different from other bank KYC norms is very stiff CPV is essential Easy Documentation requirement Easy to operate Total No.Table No. of respondents 7 20 Percentage 12% 36% 16% 36% 100% 9 20 56 KYC CPV Documentation Operate 36% 52% 16% 12% 36% Analysis  12% Customers are KYC norms is very stiff  36% Customers are CPV is essential  16% Customers are Easy Documentation requirement  36% Customers are Easy to operate Interpretation  Majority of the customer is for Easy to operate and CPV is essential 31 .

of respondents 32 8 10 56 Percentage 57% 14% 29% 100% Can't say 29% YES 57% NO 14% Analysis  57% Customers are telling Yes  14% Customers are telling No  29% Customers are telling CAN¶T SAY Interpretation  Majority of the customer tells that HDFC is bank with ³all in one´ facility 32 . 5 Table representing the HDFC is bank with ³all in one´ facility HDFC is bank with ³all in one´ facility YES NO CAN¶T SAY Total . No.Table No.

Table No. of respondents 5 3 20 12 16 56 Percentage 5% 9% 36% 21% 29% 100% Satisfaction Neutral 36% Other 50% Somewhat agree 21% Strong agree 29% Strong somewhat Disagree Disagree 5% 9% Analysis      5% Customers are Strongly Disagree 9% Customers are Somewhat Disagree 36% Customers are Neutral 21% Customers are Somewhat Agree 29% Customers are Strongly Agree Interpretation Majority of the customers tells that they are neutral with satisfaction. 6 Table representing satisfaction with the service providing by the HDFC Bank Satisfied with the service Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree Total No. 33 .

Table No. Services Facilities Provided Security Easy to operate Total No. of respondents 15 15 11 15 56 Percentage 27% 27% 19% 27% 100% service Facilities Provided security easy to operate 27% 27% 45% 19% 27% Analysis     27% Customers are Services 27% Customers are Facilities Provided 19% Customer are Security 27% Customers are Easy to operate Interpretation  Majority of the Customer are for Services . 7 Table representing the What makes saving account in HDFC Bank. What makes saving account in HDFC Bank.facilities Provided. Easy to operate 34 .

8 Table representing the customer visit to the Bank Branch Visit to the Bank Branch Within a Week 2-3 week 1 Month 2-3 Month Don¶t Know Total No. of respondents 4 2 12 18 22 56 Percentage 7% 4% 21% 32% 36% 100% visit to bank 20 15 10 5 0 within a week 2-3 week 1 month 2-3 month Don't Know Visit Analysis  2% Customers of visit the bank in 2-3 week  12% Customers of visit the bank in1 Month  18% Customers of visit the bank in2-3 Month  22% Customers of visit the bank in Don¶t Know Interpretation  Most of the customer don¶t visit the bank 35 .Table No.

36 .Table No. of respondents 30 17 7 1 1 56 Percentage 54% 30% 12% 2% 2% 100% 2-3 Month Don¶t Know Total within a week 2-3 week 1 month 2% 2% 2-3 month Don t Know 12% 54% 30% Analysis      54% Customers of visit the ATM Within a Week 30% Customers of visit the ATM in 2-3 week 12% Customers of visit the ATM in1 Month 2% Customers of visit the ATM in2-3 Month 2% Customers of visit the ATM in Don¶t Know Interpretation  Most of the customers visit the bank ATM Within a week. 9 Table representing the customer visit to the Bank ATM visit to the Bank ATM Within a Week 2-3 week 1 Month No.

Table No. 10 Table representing the salesperson attended to customer. salesperson attended to you 0-2 minutes 3-5 Minutes 6-10 minutes 10-15 min More than 15 min Total No. of respondents 30 17 7 1 1 56 Percentage 54% 30% 7% 2% 2% 100% Salesperson attended Customer 30 20 10 0 0-2 min 3-5 min 6-10 min 10-15 min more than 15 min Respondents Analysis  40% customers say 0-2 minutes  18% Customers say 3-5 minutes  15% Customers say 6-10 minutes  2% Customers say10-15 min  2% customer say More than 15 min Interpretation  Majority of the customer say that 0-2 minutes take the sale person 37 .

Table 11 Table representing the behavior of employees Behavior of employees Not Patient Didn't Listen Carefully Unfriendly Positive Total No. of respondents 6 10 28 12 56 Percentage 11% 18% 50% 21% 100% Behavior of employees 60% 50% 40% 30% 20% 10% 0% Not patient Didn't listen carefully Unfriendly positive Behavior Analysis  11% Customers tells they don¶t have Not Patient  18% Customers tells they Didn't Listen Carefully  50% Customers tells behavior of employees is Unfriendly  21% Customers tells behavior of employees is positive Interpretation  Most customers tell that behavior of employees is Unfriendly. 38 .

12 Table representing the Salespeople accurately presented the product information Salespeople accurately Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree Total No. of respondents 7 8 15 18 8 56 Percentage 13% 14% 27% 32% 14% 100% Product information 20% 15% 10% 5% 0% Strongly somewhat Neutral Disagree somewhat Disagree agree Opinion Strongly agree Analysis  13% Customers are Strongly Disagree  14% Customers are Somewhat Disagree  27% Customers are Neutral  32% Customers are Somewhat Agree  14% Customers are Strongly Agree Interpretation  Majority of the customer are somewhat agree for the Salespeople accurately presented the product information. 39 .Table No.

40 . 13 Table representing the customer are satisfied with rule & Regulation of HDFC Bank customer are satisfied with rule & Regulation of HDFC Bank Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree Total 9 5 9 12 18 56 17% 9% 17% 23% 18% 100% No.Table No. of respondents Percentage strongly agree 34% strongly disagree 26% somewhat disagree 14% neutral 26% Analysis      17% Customers are Strongly Disagree 9% Customers are Somewhat Disagree 17% Customers are Neutral 23% Customers are Somewhat Agree 18% Customers are Strongly Agree Interpretation  Majority of the customer are somewhat agree for the Salespeople accurately presented the product information.

41 . Reason of satisfaction Behavior of employees Because of facilities Easy documentation Product knowledge Total No. 14 Table representing the reason of satisfaction.Table No. of respondents 12 12 20 12 56 Percentage 21% 21% 37% 21% 100% knowledge 21% behaviour 21% documantation 37% facilities 21% Analysis     21% customer are satisfied with behavior of employees 21% Customers are satisfied with lack of facilities 21% Customers are satisfied with facilities 37% Customers are satisfied with easy documentation Interpretation  Majority of the customer are satisfied with easy documentation.

layout availity for sitting customer are satisfied with cleanliness. 16% Customers tells poor 20% Customers tells very poor Interpretation  Majority of the customers tells very good. layout availability for sitting Very good Good Average Poor Very poor Total No. of respondents Percentage 12 10 11 12 11 56 27% 18% 19% 16% 20% 100% Sales Verypoor 20% Poor 16% Average 19% very good 27% Good 18% Analysis      27% customer tells very good. 18% Customers tells good. 19% Customers tells Average.Table No. 15 Table representing the customers are satisfied with cleanliness. 42 .

43 . 16 Table representing the rate overall services experience at the bank. 10% Customers tells just ok. Rate overall services experience at the bank. of respondents Percentage just ok 10% good 21% Other 44% excellent 25% very poor 25% poor 19% Analysis      25% customer tells excellent .Table No. Excellent Good Just ok Very poor Poor Total 12 10 5 12 9 56 25% 21% 10% 25% 19% 100% No. 19% Customers tells poor 25% Customers tells very poor Interpretation  Majority of the( 25%) customers tells very good and (25%) customer tells very poor . 21% Customers tells good.

Table No. 36% Customers tells deposit are very high. 18% Customers tells deposit are high. 3% Customers tells deposit are very low 27% Customers tells deposit are Average. what customer say about deposit in HDFC Bank Low High Very high Very low Average Total 9 10 20 2 15 56 16% 18% 37% 3% 27% 100% No. Interpretation  Majority of the customers tells deposit are very high. of respondents Percentage Average 27% low 16% Very Low 3% high 18% Very high 36% Analysis      16% customer tells deposit are low . 17 Table representing what customer say about deposit in HDFC Bank. 44 .

customer are satisfied with promotion activity of high Strongly satisfied satisfied Dis -satisfied Strongly dis-satisfied Can¶t say Total 11 20 5 15 5 56 19% 36% 9% 27% 9% 100% No. of respondents Percentage dis-satisfied 9% satisfied 36% Other 36% strongly dis satisfied 27% strongly satisfied 19% can't say 9% Analysis      19% customer are highly satisfied with promotion activity .Table No. 18 Table representing the customer are satisfied with promotion activity. 27% Customers are highly dis-satisfied with promotion activity. 36% Customers are satisfied with promotion activity. 9% Customers are can¶t say about the promotion activity. 45 . Interpretation  Majority of the customers are satisfied with promotion activity. 9% Customers are dis-satisfied with promotion activity.

 0% Customers telling no for increase ATM.Table No.  29% Customers Can¶t say anything. of respondents Percentage 40 0 16 56 17% 9% 17% 100% can't say 29% no 0% yes 71% Analysis  71% customer telling yes for increase ATM . 19 Table representing ATM should increase in urban and rural area. 46 . Interpretation  Majority of the customers are telling to increase ATM . ATM should increase in urban and rural area yes no Can¶t say Total No.

 Majority of customer are satisfied with HDFC Bank.  Large number of customer visit ATM¶S Frequently.  CPV &Easy Operation in the USP (unique selling proposition) of HDFC Bank.  Due to security reason customer¶s give preference to HDFC bank.  Behavior of employees is not up to mark as most of customer¶s rate them unfriendly and unresponsive. 47 .  Rules and regulation are good as customer¶s are customer are highly satisfied with HDFC Bank.  Most of the customer¶s are satisfied with product information given by the sales person.OBSERVATION / FINDING  The bank offer to their corporate clients in respect to the clearing of cheques which brings fast availability of cash to the corporate for their business.  Deposit should be little low.  Majority of customer¶s have regular saving account.  HDFC Bank is having easy documentation that why customer are more comfortable.  HDFC Bank should increase their ATM Machine.

48 .  Sales person should make good relationship with customer.  Having aggressive attitude must be taken so as to increase the customer base.  HDFC Bank is having strict and stiff KYC norms it provides total security to the customer.  Behavior of employees should change they must maintain relation and help customer to solve their queries if any.  They should provide proper training to the employee which will enhance their productivity.  Bank needs to provide free server system for the convenience of its employees in their task.CONCLUSION AND SUGGESTIONS  HDFC Bank needs to provide better and impeccable service to its corporate clients which restrict them to carry forward its business to international banks. so that he can retain in the business.  Improvement of the banking system as well as the up gradation of the banking technology.  Expansion toward the rural area.

APPENDIX QUESTIONNARIES 1. Why do you preface to have an account with HDFC? A) Highly Secured B) Strong KYC ( KNOW YOUR CUSTOMER) C) CPV (CONTACT POINT VERIFICATION) D) OTHER REASON 7. AGE:3. Where do you have saving account? A) HDFC B) AXIS C) ICICI D) ANY OTHER 6. Which type of saving account do you have in HDFC? A) Regular saving account B) Plus saving account C) Max saving account D) Other saving account 49 . Occupation 4. NAME:2. Which bank do you prefer the best in private sector? A) HDFC B) AXIS C) ICICI D) OTHER 5.

What makes you to have a saving account in HDFC? A) Services B) Facilities Provided C) Security D) Other 12. Are you satisfied with the service providing by the HDFC Bank? A) Strongly Disagree B) Somewhat Disagree C) Neutral D) Somewhat Agree E) Strongly Agree 11.8. If you are not satisfied than what is the reason? A) Behavior of employee B) Facilities C) Easy Documentation requirement D) proper product knowledge 50 . Do you think that HDFC is bank with ³all in one´ facility? A) YES B) NO C) CAN¶T SAY 10. In what matter do you think that to open account in HDFC Bank is different from other bank? A) KYC norms is very stiff B) CPV is essential C) Easy Documentation requirement D) Easy to operate 9.

Are you satisfied with behavior of employees of HDFC Bank? A) Not Patient B) Didn't Listen Carefully C) Unfriendly D) Unresponsive 51 . What is the periodicity of your visit to the Bank ATM ? A) Within a Week B) 2-3 week C) 1 Month D) 2-3 Month E) Don't Know Q15. How long did you have to wait before a salesperson attended to you? A) 0-2 minutes B) 3-5 minutes C) 6-10 minutes D) 10-15 minutes E) more than 15 minutes Q16.13. What is the periodicity of your visit to the Bank Branch A) Within a Week B) 2-3 week C) 1 Month D) 2-3 Month E) Don¶t Know 14.

layout. A) Strongly Disagree B) Somewhat Disagree C) Neutral D) Somewhat Agree E) Strongly Agree Q 18. availity for sitting . Can you suggest any other thing where you want our service to improve? A) Time taken to short out the problem B) Rules and regulation C) ATM in city D) Employees behavior Q20. The Salespeople accurately presented the product information.Q17.in HDFC Bank. what about the cleanliness. Are you satisfied with rule & Regulation of HDFC Bank? A) Strongly Disagree B) Somewhat Disagree C) Neutral D) Somewhat Agree E) Strongly Agree Q19. A) Very good B) Good C) Average D) Poor E) Very poor 52 .

A) Yes B) No C) Can¶t say 53 . What would you think about the deposit with HDFC Bank. A) Highly satisfied B) Satisfied C) Dis-satisfied D) Strongly dis-satisfied E) Can¶t say Q24. Are you satisfied with promotion activity under taken by HDFC Bank.Do you think HDFC Bank ATM should increase in urban and rural area. A) Excellent B) Good C) Just ok D) Poor E) Very poor Q22.Q21. How do you rate overall services experience at the HDFC Bank. A) Low B) High C) Average D) Very high E) Very low Q23.

BIBLIOGRAPHY BOOKS Marketing Management by Philip Kotler 12th Edition REFRENCES  HDFCs reports  Books & magazine on Banking Sector WEBSITES & SEARCH ENGINE  www.com 54 .hdfcbank.