“A Customer Satisfaction Survey Of

Financial Services Provided By HDFC

Bank”
Presented By – Amruta Gavade
Under Guidance Of – Dr. Ashish Vyas
 Introduction
• Customer satisfaction is a measurement of a customer's satisfaction (how
happy the customer is) with a service or product provided by an agency.
Satisfaction is determined not only by the quality and type of customer
experience but also by the customer's expectations.
• Banks in the private sector have turned into profit centers, as have
insurance companies and mutual funds. Nationalized banks, on the
other hand, make loans for rural development projects such as education
and agriculture. As a result, they are always customer-oriented.
 Objectives
• To understand gender wise which products & services more preferred.
• To know the digital process for various products offered by HDFC Bank.
• To find the customer’s behavior towards various products.
• To identify which product is more demanded by customer services.
 Company Profile

Company Name HDFC Bank

Company type Private bank
Industry Banking
Location Yerwada , Pune
Headquarters Mumbai
Website https://www.hdfcbank.com
• Vision-
Shareholder value by achieving high sustained earnings per share. Be a
pioneer in the country for development financing (housing).To be a
financial institution with Maximize mutual cultural awareness and
commitment. A rewarding and good work environment with possibilities
for continual learning.
• Mission-
Reposition the bank as the top Indian financial services group and make a
strong worldwide commitment to customer, shareholder, and employee
satisfaction. Play a leading position in the expansion and diversification of
financial services with an emphasis on development.
 Literature Review
• Relationship between customer and business
• Reliability
• Product Knowledge
• Ease of doing business

• (Your Guide to the best Investment -2021-22)

 Research Methodology
 Primary Data-
Primary data comprises the collection of data from people through questionnaires.
 Secondary data-
Information has been amassed from books and also from websites and articles.
 Sample Design –
• Sample size – 50 is respondent
• Research Instrument – Google form
• Sample method- Descriptive sampling method
 Finding
• According to what we observed most of the male customers refer to
saving accounts and credit cards also and female customer candidates
prefer fixed deposits for investment.
• As we observed follows HDFC bank’s online services compare to going
to the banks physically.
• As per my observation most of the customers prefer investment products
and also credit cards facility.
 Suggestions
• Compare to traditional marketing people prefer online marking channels
where the company can find potential customers.
• In comparison with traditional marketing channels, online marketing
channels are less expensive which help the bank to reduce marketing
cost.
 Conclusion
• Financial sectors marketing analysis examines activities covering
product, price, place, and promotion, and explains the overall marketing
strategy for the financial sector.
• Customer satisfaction is currently the most pressing issue for the
banking business. It is quite tough to determine the needs and desires of
the customer. As a result, serving the consumer becomes tough. It is also
extremely tough for marketers to keep current clients and acquire new
customers.