A STUDY ON SERVICE QUALITY, CUSTOMER SATISFACTION

AND CUSTOMER LOYALTY OF NEW GENERATION BANKS

WITH REFERENCE TO HDFC BANKS IN COCHIN CITY
Project Report

Submitted By

ASHITHA MOHAMED NO: (SB16CCM004)

ANJANA NAIR NO: (SB16CCM034)

K.S RADHIKA NO: (SB16CCM038)

Under the guidance of

Mrs. JINI JUSTIN D’COSTA

(Asst. Professor, PG Department of commerce)

In Partial Fulfillment of the Requirement for the Degree Of

BACHELOR OF COMMERCE

ST.TERESA’S COLLEGE (AUTONOMOUS), ERNAKULAM

COLLEGE WITH POTENTIAL FOR EXCELLENCE

Nationally Re-Accredited At ‘A’ Level

Affiliated to

Mahatma Gandhi University,

Kottayam-686560

March 2019
 ST.TERESA’S COLLEGE (AUTONOMOUS), ERNAKULAM
COLLEGE WITH POTENTIAL FOR EXCELLENCE

Nationally Re – Accredited at ‘A’ Level

CERTIFICATE
This is to certify that the project titled “A Study On Service Quality, Customer
Satisfaction And customer satisfaction Of New Generation Banks With Reference
To HDFC Banks In Cochin City” submitted to Mahatma Gandhi University in partial
fulfillment of the retirement for the award of the Bachelor Degree in Commerce is a
record of the original work done by Ms.Ashitha Mohamed, Ms.Anjana Nair,
Ms.K.S.Radhika , under my supervision and guidance during the academic year 2017-
2018.

Project Guide

Mrs. Jini Justin D’Costa Mrs. Maya. P

Asst. Professor (Head of the Department)

PG Department of Commerce PG Department of Commerce

Viva/Voice Examination held on…………………

External Examiner(s)
 DECLARATION

We, Ashitha Mohamed, Anjana Nair, Radhika K.S, final year B.Com students, P.G.
Department of Commerce, St.Teresa’s College(Autonomous) do hereby declare that this
project titled “A STUDY ON SERVICE QUALITY, CUSTOMER SATISFACTION
AND CUSTOMER LOYALTY OF NEW GENERATION BANKS WITH
REFERENCE TO HDFC BANKS IN COCHIN CITY”, submitted to Mahatma Gandhi
University is a bona fide record of the work done under the supervision and guidance
Mrs. JINI JUSTIN D’COSTA, Assistant professor PG Department of Commerce,
St.Teresa’s College(Autonomous) and this work has not previously formed the basis for
the award of any academic qualification, fellowship, or other similar title of any other
university or broad.

ASHITHA MOHAMED

ANJANA NAIR

K.S.RADHIKA

Place: Ernakulam

Date:
 ACKNOWLEDGEMENT

We thank God Almighty for showering blessings and leadings us in the right way
throughout this project.

It is our privilege to place a word of gratitude to all persons who have helped us for the
successful completion of the project guide Mrs. Jini Justin D’Costa P.G. Department of
Commerce of St.Teresa’s College (Autonomous), Ernakulam for her valuable guidance
and encouragement for completing this work.

We are also grateful to Dr. Sajimol Augustine M, Principal, St.Teresa’s college

(Autonomous) and all other faculty members for their motivation and support.

We also thank Mrs. Maya.P, Head of PG Department of Commerce, for her valuable
guidance and encouragement for the completion of this work.

We place our sincere thanks to our family, our classmates and all other who have
extended their co-operation during various levels of this study.

We would also like to thank all the respondents who gave us the necessary data which
was helpful for the successful completion of our project.

Ashitha Mohamed

Anjana Nair

K.S.Radhika
 CONTENTS

CHAPTERS TITLE PAGE.NO

1 Introduction

2 Review of Literature

3 Industry and Company Profile

4 Data Analysis and Interpretation

5 Findings, Conclusion and

Suggestion

Bibliography

Annexure
 LIST OF TABLES

Table No. Title Page no.

4.1 Age of respondents
4.2 Gender of respondents
4.3 Employment
4.4 Frequency of use of branch banking
4.5 Frequency of use of ATM
4.6 Frequency of use of internet banking
4.7 Frequency of usage of mobile banking
4.8 Satisfaction level of customer friendly
environment of bank
4.9 Satisfaction level on customer friendly
services
4.10 Satisfaction level on the employees
knowledge to handle customers
4.11 Satisfaction level on employees
willingness to help the customers
4.12 Satisfaction on ATM usage: cards get
blocked
4.13 Satisfaction on ATM usage: machine
out of cash
4.14 Satisfaction on ATM usage: machine
out of order
4.15 Satisfaction on internet banking:
leaving the operations
unfinished
4.16 Satisfaction on internet banking: waiting
long time for transactions
4.17 Satisfaction on mobile banking: log in or
sign off are not easy
4.18 Satisfaction on mobile banking: lack of
security in transactions
4.19 Satisfaction on mobile banking: lack of
appropriate software
4.20 Satisfaction with the overall services of
HDFC bank
 LIST OF FIGURES
Table No. Title Page no.
4.1 Age of respondents
4.2 Gender of respondents
4.3 Employment
4.4 Frequency of use of branch banking
4.5 Frequency of use of ATM
4.6 Frequency of use of internet banking
4.7 Frequency of usage of mobile banking
4.8 Satisfaction level of customer friendly
environment of bank
4.9 Satisfaction level on customer friendly
services
4.10 Satisfaction level on the employees
knowledge to handle customers
4.11 Satisfaction level on employees
willingness to help the customers
4.12 Satisfaction on ATM usage: cards get
blocked
4.13 Satisfaction on ATM usage: machine
out of cash
4.14 Satisfaction on ATM usage: machine
out of order
4.15 Satisfaction on internet banking:
leaving the operations
unfinished
4.16 Satisfaction on internet banking: waiting
long time for transactions
4.17 Satisfaction on mobile banking: log in or
sign off are not easy
4.18 Satisfaction on mobile banking: lack of
security in transactions
4.19 Satisfaction on mobile banking: lack of
appropriate software
4.20 Satisfaction with the overall services of
HDFC bank
 CHAPTER – 1
INTRODUCTION
 CHAPTER – 2
REVIEW OF LITERATURE
 CHAPTER – 3
INDUSTRY AND COMPANY PROFILE
 CHAPTER – 4
DATA ANALYSIS AND INTERPRETATION
 CHAPTER – 5
FINDINGS, CONCLUSION AND
SUGGESTIONS
BIBLIOGRAPHY
ANNEXURE