A STUDY ON DIGITALIZATION IN

BANKING SERVICES WITH SPECIAL

REFERENCE TO ‘HDFC BANK’
-BY BHARTI CHAUDHARY
GC 042
BANKING
COMPANY PROFILE

 Housing development finance corporation limited(HDFC)

 HDFC 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 Bank is listed in NSE,BSE.
 HDFC is the largest bank in india by market capitalization.
 It was ranked 60th in 2019 BrandZ Top 100 Most Valuable Global
Brands
TOPIC PROFILE
 Online banking is also known as Internet banking, e-banking
or Virtual banking is an electronic payment system that
enables customers of a bank to conduct a range of financial
transactions through the financial institutions website.
 E-banking includes the system that enable financial
institution customers to access individual accounts, transact
business, obtain information on financial products through
a public or private network
 Customers can access e-banking services using an intelligent
electronic device such as - personal computer, personal
digital assistant, automated teller machine, smart phones.
FEATURES
The bank customer can perform transactional as well as non-
transactional tasks through online banking including:
1.Viewing account balances
2.Viewing recent transactions
3.Fund transfers between the customers linked accounts
4.Investment purchase or sale
5.Credit card applications
6.Third party transfer i.e NEFT, IMPS and RTGS
RESEARCH OBJECTIVE
 To understand the concept, features of Banking, and
digital/ E- Banking.
 To identify various e-banking services offered by HDFC
banks.
 To study and analyze the progress made by HDFC banks
in adoption of technology in the banking.
 To understand the response, views and understanding
of the customers of HDFC Bank and also the population
in general about the digital banking.
RESEARCH DESIGN
 SAMPLE SIZE - Sample of 100 people was taken in order to
conduct the research.
 Sources of Data Collection-
 PRIMARY DATA
Questionnaire – Questionnaire is a written set of questions,
the answers to which are recorded by the respondents.
Personal Interaction – In personal interaction an interviewer
ask questions in a face to face contact to the other person.
 SECONDARY DATA
Websites, Magazines, Articles
Data collection tool – Pie chart
DATA ANALYSIS

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

ACCOUNTS

5%
8%
SAVING A/C
47% CURRENT A/C

40% SALARY A/C

OTHERS
Q2. According to you what is more convenient way
for banking?

10%

BRANCH BANKING

DIGITAL BANKING

90%
Q3. Do you use Digital Banking Services of HDFC
Bank?

DIGITAL BANKING SERVICES

YES

NO

100%
Q4. Do you think HDFC banking services has
improved through digitalization?

2%

YES

NO

98%
Q5 . Please rate that how much Digitalization has
improved the Banking Services?

14%
18%

5 STAR

4 STAR

3 STAR

68%
Q6. What is your level of satisfaction with HDFC
Bank Digital Services?

SATISFACTION LEVEL

2%

33%
FULLY SATISFIED

SATISFIED
65%
NOT SATISFIED
Q7.Are you aware about HDFC bank ‘Go Digital’
banking services?

GO DIGITAL

40%
YES
60%
NO
FINDINGS
 In our study we find that 100% respondents are aware with the
internet banking.
 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.
 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 to digital
channel.
 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.
 The best way to motivate the customer to use digital banking is more efficient customer care
service.
CONCLUSION
 India being the 2nd largest internet consumer is witnessing such a
condition and we are stepping towards digital money with the
aim motive of transparency and accountability through banks
and ensuring the safety and security of people’s hard earned
money.
 The benefits are endless and with the introduction of
demonetization , this has gained much more popularity and the
economy is developing by means of recognition internationally ,
education at all fronts , favourable government policies and the
same time ensuring sustainable development of natural
resources by saving on paper , fuel , etc.
 “Let us join the biggest revolution and make a change to society”.
THANK YOU