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A
Research Project Report
ON
Customer Satisfaction MeasurementAt
A project submitted to
The Bhavnagar University of Bhavnagar
In partial fulfillment For the Degree
Of
Bachelor of Business Administration
(2011-2012)
Prepared By: Guided By:
Jagdish Joliya Jayesh Goswami
Seat No: 19 (assistant professor )
Submitted to:
Shree H. K. Parekh College of Management-MAHUVA
Affiliated to:
Bhavnagar University
Bhavnagar
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CERTIFICATE
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Acknowledgement
There are competent and indefatigable lecturers and guides, who bestow their
fortune upon students, particularly in respective field. Words are often too weak toexpress the inner feelings. I am really thankful to my supervisor and guide Mr. Jayesh
Goswami (assistant professor) for this guidance and full co-operation in preparing
each and every part of this report. Without his support this report would have been a
Dream.
I find words inadequate to express my gratitude towards M r. Kr itin K amdar ,
Branch manager of HDFC Bank, to give me the opportunity to do my project in
renowned organization like HDFC Bank. And M r.Vishal Dave , to guide me in each
and every work.
Lastly, I am heartily thankful to all the persons who helped and cooperated
with me for completion of this report. Without their help this report would not have
been completed.
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Student Declaration
I the undersigned Jagdish Joliya the student of T. Y. B. B. A. academic
year 2010-2011 hereby declare that the project work presented in this report is my
own work and has been carried out under the guidance of Mr. Jayesh Goswami
(Project guide) and Mr. C.N.Pithadia, Coordinator of H. K. Parekh College of
Management, Mahuva, affiliated to Bhavnagar University.
I have prepared the Project Report entitled "Customer Satisfaction
Measurement". This is an original & purely authentic work.
Date:
Guide„s Sign: Signature:
(Jagdish Joliya)
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Executive Summary
Customer satisfaction is a post purchase experience that a customer gets after
consumption of products and services and becomes deciding factor for customer to
make rational decision of repurchase and to recommend it to others. But in a purely
service industry service is provided, consumed and analyzed at the point of
consumption of service. This study basically focuses on measurement of customer
satisfaction related to Service offered and rendered at HDFC BANK.
This study gives a bird‟s eye view of the services provided by HDFC BANK
(retail) to their clients.
Recommending the services, rating the experience with HDFC BANK, service
charges and suggestions were some of the aspects explored. Rating the products,
handling of compliant calls, response time, and overall level of satisfaction were some
of the issues were also discovered.
To accomplish the task, a survey was carried in Mahuva with a sample of 50
respondents taken on a random basis approaching the customers who walked in
during banking hours. A structured questionnaire was prepared and administered and
the data so collected was analyzed by percentages
Is a satisfied customer asset for a company? Definitely not unless and until he
becomes a loyal customer. This is the area where the organization can improve in thenear future.
This study is an earnest effort to enhance the practical knowledge by measuring
the customer satisfaction as well as contributing to the organizational efficiency by
suggesting ways to manage and improve the same profitably in the highly competitive
time to come.
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Contents
No. Particular Page No.
1. Introduction to the study 8
2. Banking overview 12
3. History 14
4. Company profile 17
5. HDFC bank Profile 19
6. Business Focus 20
7. Current Situation of Bank 22
12. Customer Satisfaction Need 25
13. Importance of Customer Satisfaction 26
14. How to achieve Customer Satisfaction? 28
15. Can 100% Customer satisfaction be achieved? 29
16. Is Customer Satisfaction Measurement is static ? 30
17. Whose responsibility to manage Customer
Satisfaction?
31
18. What is ultimate goal ? 32
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19. Research methodology 33
20. Research Problem 34
21. Research Design 36
22. Sampling Design 37
23. Data Collection 38
24. Data Analysis and Interpretation 40
26. Findings & Recommendations 51
27. Limitation of study 53
28. Scope of the study 54
29 Conclusion 55
30. Bibliography 57
31. Questionnaire 59
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NTRODUCATION TO THE STUDY
What i s cus tomer sa t i s fac t ion?
Customer satisfaction means giving the customers what they really want, when
they want it and the way they want it. It involves understanding customer expectations
and meeting them fully.
It can be defined as” an outcome of purchase and use resulting from the buyer‟s
comparison of rewards and the costs of the purchase in relation to the anticipated
consequences.
Customer is an individual or an organization. Their requirements are very
similar.
Conformance of services to their requirements and its performance in actual
stage
Competitive prices
Quality and reliability
Prompt delivery
Service
Customer satisfaction refers to how satisfied customers are with the
prod uc ts or serv ice s the y receive from a pa rt icu lar age nc y. Th e leve l of
satisfaction is determined not only by the quality and type of customer
experience but also by the customer‟s expectations. A customer may be defined as
someone who
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• has a direct relationship with, or is directly affected by your agency and
• Receives or relies on one or more of your agency‟s services or products.
Customers in human services are commonly referred to as service
users, consumers or clients. They can be individuals or groups. An organization
with a strong customer service culture places the customer at the centre of
service design, planning and service delivery. Customer centric organizations
will:
the customer as
they design.
when they measure performance.
Why i s i t impor tan t?
There are a number of reasons why customer satisfaction is important in Banking
Sector:
• Meeting the needs of the customer is the underlying rationale for the existence of
community service organizations. Customers have a right to quality services
that deliver outcomes.
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• O r g a n i z a t i o n s t h a t s t r i v e b e y o n d m i n i m u m s t a n d a r d s a n d
e x c e e d t h e expectations of their customers are likely to be leaders in their sector.
• Customers are recognized as key partners in shaping service development and
assessing quality of service delivery.
The process for measuring customer satisfaction and obtaining feedback on
organizational performance are valuable tools for quality and continuous service
improvement.
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BANKING OVERVIEW
Banking means accepting the deposits from the customers for lending to the
needy and extending the other services as to issue of dd etc. now a days after
introduction of private sector banks the banks have become a profit centre
and the functions become changed and now banks are doing the insurance
and mutual funds also. but nationalized banks are still service oriented in
extending loans for E ducati on lo an, a nd r ural development activities.
A Bank is an organization which lends money to the borrowers for a
purposeful task, and provides a facility to deposit and withdraw money when needed
and charge for it.
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HISTORY OF BANKING IN INDIA
Phase I
The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Ban k. The Eas t Ind ia Com pan y e s t abl i s hed
B a n k o f B e n ga l ( 1 8 0 9 ) , B a n k o f Bombay (1840) and Bank of Madras
(1843) as independent units and called it Presidency B a n k s . T h e s e t h r e e b a nk s
w e r e a m a l g a m a t e d i n 1 9 2 0 a n d I m p e r i a l B a n k o f I n d i a w a s
established which started as private shareholders banks, mostly Europeans
shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians,
Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between
1906 and1913, Bank of India, Central Bank of India, Bank of Baroda, Canada Bank,
Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935.
D u r i n g t h e f i r s t p h a s e t h e g r o w t h w a s v e r y s l o w a n d b a n k s a l s o
experienced periodic failures between 1913 and 1948. There were
approximately 1100 banks, mostly small. To streamline the functioning and
activities of commercial banks, the Government of India came up with
T h e B a n k i n g C o m p a n i e s A c t , 1 9 4 9 w h i c h w a s l a t e r c h a n g e d t o
B a n k i n g Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965).
Reserve Bank of Indi a was ves te d wi t h ex t ens ive pow ers for the
supervision of banking in India as the Banking Authority.
During those day‟s public has lesser confidence in the banks. As an aftermath deposit
mobilisation was slow. Abreast of it the savings bank facility provided by the Postal
department was comparatively safer. Moreover, funds were largely given to traders.
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Phase II
Government took major steps in this Indian Banking Sector Reform after
independence. In1955, it nationalized Imperial Bank of India with extensive
bank ing faci lit ies on a la rge sca le es pe ci al ly in ru ral and semi-ur ban areas .
I t fo rmed S ta t e Bank o f Ind ia t o ac t a s t he p r inc ipa l agen t o f RBI
a n d t o h a n d l e b a n k i n g t r a n s a c t i o n s o f t h e U n i o n a n d S t a t e
Governments all over the country.
Seven banks forming subsidiary of State Bank of India was nationalized in
1960 on 19thJuly, 1969, major process of nationalization was carried out.
It was the effort of the then Prime Minister of India, Mrs. Indira Gandhi.
14 major commerci al banks in the count ry were nationalized.
Second phase of nationalization Indian Banking Sector Reform was
car ri ed ou t i n 1980wi th seve n m ore banks . Th i s s t ep b rough t 80% of
th e ba nk in g se gm en t in In di a un de r Government ownership.
T h e f o l l o w i n g a r e t h e s t e p s t a k e n b y t h e G o v e r n m e n t o f I n d i a t o
R e gu l a t e B a n k i n g Institutions in the Country:
1949: Enactment of Banking Regulation Act.
1955: Nationalization of State Bank of India.
1959: Nationalization of SBI subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalization of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.
1980: Nationalization of seven banks with deposits over 200 crore.
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After the nationalization of banks, the branches of the public sector
bank In dia ros e to approximately 800% in deposits and advances took a huge jump
by 11,000%.
B a n k i n g i n t h e s u n s h i n e o f G o v e r n m e n t o w n e r s h i p g a v e t h e
p u b l i c i m p l i c i t f a i t h a nd immense confidence about the sustainability of these
institutions.
Phase III
This phase has introduced many more products and facilities in the
bank ing secto r in its reforms measure. In 1991, under the chairmanship of M
Narasimham, a committee was setup by his name which worked for the liberalization
of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are
being put to give a satisfactory service to customers. Phone banking and net banking
is introduced. Theentire system became more convenient and swift. Time is
given more importance than money.
The financial system of India has shown a great deal of resilience. It is
shel tered from any cris is t r iggered by any external macroeconomics
shock as o ther Eas t Asian Count r ies suffered . This i s a l l due to a
flexible exchange rate regime, the foreign reserves are high, the capital
account is not yet fully convertible, and banks and their customers have limitedforeign exchange exposure.
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History of HDFC Bank
The Housing Development Finance Corporation Limited (HDFC Ltd) was
amongst the first to set up a bank in the private sector. The bank was incorporated on
30 th August 1994 in the name of „HDFC BANK Limited‟ with its registered office in
Mumbai. We commenced operations as a Scheduled Commercial Bank on 16 th
January 1995. The bank has grown consistently and is now amongst the leading
players in the industry.
In a milestone transaction in the Indian banking industry, times bank was
merged with HDFC Bank Ltd, effective February 26, 2000. The amalgamation added
significant value to HDFC Bank in terms of increased branch network, expanded
geographic reach, enhanced customer base and skilled manpower.
On 20 th July 2001, our bank‟s American depository shares began trading on
the New York stock exchange under the symbol “HDB”. Subsequent to that the bankcame out with add on ADS offering on 21 ST January 2005. 19.46% of the equity
shares of the bank are held in ADS.
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HDFC Bank Profile
Bank Incorporated in August 1994 as HDFC Bank Limited, as of December
31, 2006, the bank had an India network of 684 branches in 316 cities in India and
over 1663 ATM's.
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
commenced operations as a Scheduled Commercial Bank in January 1995.
Promoters :
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.
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Business Focus :
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and wholesale customer segments, and to
achieve healthy growth in profitability, consistent with the bank's risk appetite. The
bank is committed to maintain the highest level of ethical standards, professional
integrity, corporate governance and regulatory compliance. HDFC Bank's business
philosophy is based on four core values - Operational Excellence, Customer Focus,
Product Leadership and People.
Mission:
Use Enabling technology to provide valued ads products and services to
customers. The objective is to build sound customer franchises across distinct
businesses so as to be the preferred provider of banking services for target retail and
wholesale customer segments, and to achieve healthy growth in profitability,
consistent with the bank‟s risk appetite. The bank is committed to maintain thehighest level of ethical standards, professional integrity, corporate governance and
regulatory compliance. HDFC Bank‟s business philosophy is based on four core
values – operational Excellence, customer focus, product leadership and people.
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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:-
“ Operational excellence.
Customer Focus.
Product leadership.
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.
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Current Situation Of The Bank
HDFC Bank is one of India‟s leading banking and financial services
institutions. Its mission is to be a world-class Indian bank, and it provides a wide
range of services in wholesale and retail banking; including commercial, investment,
transactional and branch banking.
HDFC Bank today has more than 3.25 million customers. On the wholesale
services front, it is recognized as a leading provider of cash management and
transactional banking solutions to corporate customers, mutual funds, stock exchange
members and banks.
Increasing revenue in the face of fierce competition HDFC Bank was among
the first privatized banks to be set up in India after the liberalization of the Indian
banking industry. Today it is among several banks vying for the customers who have
not experienced the benefits of private banking. In a fiercely competitive market
place, the bank knows that growing its bottom-line is dependant largely on
increasing returns from existing customers, while adding new customers to its portfolio
Business
HDFC Bank offers a wide range of commercial and transactional banking
services and treasury products to wholesale and retail customers. The bank has
THREE key business segments:
Wholesale Banking Services :
The Bank's target market ranges from large, blue-chip manufacturing
companies in the Indian corporate to small & mid-sized corporate and agric-based
businesses. For these customers, the Bank provides a wide range of commercial and
transactional banking services, including working capital finance, trade services,
transactional services, cash management, etc. The bank is also a leading provider ofstructured solutions, which combine cash management services with vendor and
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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, giving the customer a one-stop
window for all his/her banking requirements. The products are backed by world-class
service and delivered to the customers through the growing branch network, as well as
through alternative delivery channels like ATMs, Phone Banking, Net Banking and
Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC
Bank Plus and the Investment Advisory Services programs have been designed
keeping in mind needs of customers who seek distinct financial solutions, information
and advice on various investment avenues. The Bank also has a wide array of retail
loan products including Auto Loans, Loans against marketable securities, Personal
Loans and Loans for Two-wheelers. It is also a leading provider of Depository
Participant (DP) services for retail customers, providing customers the facility to hold
their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card
in association with VISA (VISA Electron) and issues the MasterCard Maestro debitcard as well. The Bank launched its credit card business in late 2001. By September
30, 2005, the bank had a total card base (debit and credit cards) of 5.2 million cards.
The Bank is also one of the leading players in the "merchant acquiring" business with
over 50,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at
merchant establishments.
Treasury
Within this business, the bank has three main product areas - Foreign
Exchange and Derivatives, Local Currency Money Market & Debt Securities, and
Equities. With the liberalization of the financial markets in India, corporate need more
sophisticated risk management information, advice and product structures. These and
fine pricing on various treasury products are provided through the bank's Treasury
team. To comply with statutory reserve requirements, the bank is required to hold
25% of its deposits in government securities. The Treasury business is responsible for
managing the returns and market risk on this investment portfolio.
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CUSTOMER SATISFACTION – NEED
The age of mass production and mass distribution welcomed by most customers
and organizations, have one negative consequence, it has distanced those who
produce goods and services from those who consume them. In the era preceding mass
distribution, producers found out very quickly how satisfied or dissatisfied their
customers were in the course of their frequent and necessary interaction with their
customer. This face-to- face interaction reminded the producers‟ daily of the
sovereignty of customers. The feedbacks were readily accepted from the customers
and were adopted for making desired changes to improve their services and improve
customer satisfaction. So customer satisfaction was a daily phenomenon.
Enter the era of mass distribution and the channels of distribution created to
disseminate products and services. This has resulted in distancing customers from the
producers by the distribution channels. Intermediary institutions maintained this
pipeline of products and services whose job was to move the product or services from
the producer to end customers. A natural reaction for the producers was to give up or
delegate responsibility for customers servicing, depending on newly created
intermediaries to look after customer‟s satisfaction.
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IMPORTANCE OF CUSTOMER
SATISFACTION
Differentiation strategy: -
Satisfaction is quickly becoming the key to competitive posture within an
industry. Initially, products or services secure life in the market by fulfilling a basic
need. But only offering minimal functionality grants a product nothing than a
commodity status. To ensure long-term market success, businesses have created
brands. Brands allowed businesses to develop and sustain an image, differentiating
one another‟s products in the eyes of customer. Today most companies are leveraging
branding to its maximum benefit.
To further differentiate brands, customer satisfaction is the most likely next
strategy. Companies are realizing that the brand that best satisfies its customers not
only keeps them longer, but also benefits from positive word of mouth.
Improved profitability: -
There is both an intuitive belief and empirical evidence that improved customer
satisfaction will increase organizational profitability.
Improved customer retention: -
Satisfaction extends customer lifetimes and lifetime values. Also focusing on
satisfaction helps to estimate negative word of mouth of dissatisfied customers.
Losing a not satisfied customer is more severe than it sounds because one dissatisfied
customer may speak to as many as nine others, increasing its dissatisfaction by nine
folds.
Improved market share: -
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There are always four sources of business for a firm. Four sources of customers
in any purchase decision have been identified as: retained customers, customers
switching from competition, customers new to the category and customers leaving the
category. Different probabilities of success are associated.
With each of these four classes of customers because retained customers exhibit
probability for additional business, they deserve more attention and focus than they
currently receives.
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HOW TO ACHIEVE CUSTOMER
SATISFACTION?
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CAN 100% CUSTOMER SATISFACTION BE
ACHIEVED?
It is not possible to achieve
100% customer satisfaction ever.
Reason being simple that every
time the organization tries to
meet the customers‟ expectation,
the level of expectation increases
next time thus there is always
some gap between the two. The
organization can at least try to
always keep on meeting or
staying close to customer expectations so that the gap between the service expected
and actually delivered doesn‟t increases leading to dissatisfaction
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IS CUSTOMER SATISFACTION
MEASUREMENT STATIC?
As discussed earlier that there is always some between what is expected and
what is actually delivered, thus customer satisfaction measurement process is dynamicand not static, thus it should be practiced on a continuous basis for future
improvements.
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WHOSE RESPONSIBILTY IS TO MEASURE
AND MANAGE CUSTOMER
SATISFACTION?
It‟s the responsibility of the management to take the initiative and measure
the customer satisfaction but it is the responsibility of the whole organization to
manage and improve.
A naïve view of business might suggest that profit is the appropriate goal ofan organization, which is a very shortsighted view. From a practical viewpoint, the
primary goal of an organization has to be customer retention. Only with a steady base
of customers can an organization hope to make a profit. And only by first satisfying
customers can a business ever hope to retain its current customers.
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WHAT IS THE ULTIMATE GOAL?
The ultimate goal of any organization should be to position itself as a better
product and service offering organization through continuous measurement and
management of customer satisfaction.
Best can be always made better….
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Provide a way for unhappy customers to vent.
To measure the Customer Satisfaction towards banking services rendered by
HDFC BANK.
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Research Design
EXPLORATION:
Type of the study:
Descriptive research is concerned with measuring and estimating the
frequencies with which things occur. The research design is of Descriptive type which
is designed to describe the proportion characteristic of the population where in the
questions related to the satisfaction level of the customers were instrument are tried to
answer the queries regarding same.
Instrument:
A questionnaire is the most common research instrument. A questionnaire is aset of questions with or without a blank space for recording answers. The instrument
used for the research is the questionnaire, which was prepared after a thorough
knowledge of various aspects of customer satisfaction process.
Questionnaire Design:
The questionnaire contained the questions that help to dive deep in the customer
satisfaction level of customer in a bank. Rating experience at HDFC BANK, feedbackon maintenance charges handling of complaint calls, response by employees were
some of the issues which were probed with the help of the instrument.
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Data Collection
To meet need of information, the research plan can call for two types of data. Which
are Primary data and Secondary data.
Primary Data: Information which is collected for specific purpose at hand. The ways
for collecting primary data are Survey technique or approach by mail or online tools,
Telephonic survey, Observation approach, Or Experimental approach etc.
Our primary data comes from an opinion-based survey, which was then
conducted across the entire Mahuva with the sample size of 50 respondents drawn.
Secondary Data: Information that already exists somewhere, have been collected foranother purpose .The sources of secondary data are published survey of markets,
advertising media like newspapers, magazines ,trade journals etc, Universities,
Specialize libraries, Websites etc.
The relevant secondary data was gathered from the authenticated websites only.
Also very well accepted business magazines and Internet were referred to collect the
information required for the project.
The final model has been built by synergizing data from the above two sources.
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Location:
Mahuva was selected as area for conducting the sample survey to gather theopinion knowledge of the respondents .
Field instructions:
The field instruction of “asking the right respondent to give the response” was
decided. During this customers‟ review were taken during working hours of bank at branch.
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Data Analysis & Interpretation.
Que.1 Have you account in another bank? Give its name
.
Name of
Bank
SBI
Bank
HDFC
Bank
Dena
Bank
Axis
Bank
HSBC
Bank
Nagrik
Bank
No. of
Customers
25 9 4 5 1 6
0
5
10
15
20
25
SBI HDFC DenaBank
AxisBank
HSBCBank
NagrikBank
No. of Customers
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Interpretation:
So here chart shows that 28 customers have account in SBI which is highest
comparing with other banks. It also shows that HDFC Bank‟s all customers have
account in more than one bank. It means customers are using more than one account
at various banks.
Que.2 which facilities are you using from the following list with
HDFC Bank?
Name of
Facility
No. of
Users
Net Banking 16
Insta alerts 27
Credit Card
Facility
20
statements
15
ATM 49
Branch
Network
20
Phone Banking 18
Third Party
Transfer
10
Mobile
Banking
11
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Investment 13
Interpretation:
It shows that out of 50 customers highest customers are using ATM facility provided
by bank. And only approx 20% customers are using facility of Third Party Transfer.
Overall customers are using all facilities provided by HDFC Bank.
0
5
10
15
20
25
30
35
40
45
50
No. of Users
ATM
Insta alerts
Credit Card Facility
Branch Network
Phone Banking
Net Banking
E-mail statements
Investment
Mobile Banking
Third Party Transfer
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Que.3 Give your view about following .
Infrastructure:
Options Poor Good Excellent Can‟t say
Customer‟s
View
0 35 15 0
Atmosphere:
Options Poor Good Excellent Can‟t say
Customer‟s
View
0 30 20 0
0
10
20
30
40
Poor Good Excellent Can’t say
Customer’s View
Customer’s View
0
5
10
15
20
25
30
35
Poor Good Excellent Can’t say
Customer’s View
Customer’s View
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Interpretation:
As per customers‟ view infrastructure and atmosphere are very good. Customers are
satisfied with it.
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Que.4 Rate the response of HDFC Bank’s staff service.
Options Strongly
Dissatisfied
Dissatisfied Can‟t
say
Satisfied Strongly
satisfiedCustomer‟s
view
0 2 4 30 14
Interpretation :
Here it is seen that 60% customers are satisfied, 28% customers are strongly satisfied,
and nearly 12% customers are dissatisfied or cannot say. By this we can say that
overall HDFC bank‟s staff service is very good and satisfying.
0
5
10
15
20
25
30
35
Satisfied Stronglysatisfied
Can’t say Dissatisfied StronglyDissatisfied
Customer’s view
Customer’s view
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Que.5 Give name of HDFC Bank’s service which you like most.
Particular Strongly
Dissatisfied
Dissatisfi
ed
Can’t say Satisfie
d
Strongly
Satisfied
Net Banking 0 0 4 13 4
Credit Card Facility 0 4 9 11 4
ATM 0 0 1 24 24
Phone Banking 0 0 4 9 6
Mobile Banking 0 0 4 7 3
Instra Alerts 0 0 4 19 12
E-mail statements 0 0 5 11 6
Branch Network 0 0 2 10 8
Third Party Transfer 0 0 7 5 4
Investment 0 0 3 8 5
By the following charts we can see satisfaction level of customers towards various
facilities provided by HDFC Bank.
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Net Banking
StronglyDissatisfied
Dissatisfied
Can’t say
Credit Card FacilityStronglyDissatisfied
Dissatisfied
Can’t say
Satisfied
ATM
StronglyDissatisfied
Dissatisfied
Can’t say
Satisfied
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Phone Banking
StronglyDissatisfied
Dissatisfied
Can’t say
Satisfied
Mobile Banking
StronglyDissatisfied
Dissatisfied
Can’t say
Satisfied
Strongly Satisfied
Instra Alerts
Strongly Dissatisfied
Dissatisfied
Can’t say
Satisfied
Strongly Satisfied
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E-mail statements
Strongly Dissatisfied
Dissatisfied
Can’t say
Satisfied
Strongly Satisfied
Branch Network
Strongly Dissatisfied
Dissatisfied
Can’t say
Satisfied
Strongly Satisfied
Third Party Transfer
Strongly DissatisfiedDissatisfied
Can’t say
Satisfied
Strongly Satisfied
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Interpretation:
Investment
Strongly Dissatisfied
Dissatisfied
Can’t say
Satisfied
Strongly Satisfied
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In the research I find the bank is use proper cash management service.
Net profit of the bank constant increase the bank is on growth way.
In HDFC Bank I‟ll know that public are satisfied with this bank and after this
deal they do deal next time.
The interest coverage ratio is continues increase its good for bank.
In the city more public are satisfied with this bank and after this deal they dodeal next time
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Limitation of Study
The customers‟ study was conducted only in Mahuva city. The results
therefore are confined to this area only and need not necessarily be applicable to other
areas.
The sample size of the customers was small, so it was not able to convey the
attitude of the customers
Inadequate time was the major constraints during the project work.
Respondents might have some biased views and this could have affected the
findings to a certain extent.
In the questionnaire, questions are very limited, because it is very difficult to
get the information from the busy officials.
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Scope of the future study
The scope of study is large because there is separate finance department in
HDFC BANK in Mahuva. So all the information‟s regarding this report is collected
from various financial statements. This report will show the Cash level of HDFC
BANK. This report will be prepared for analysis purpose and this report contains
working capital and its components like cash, in receivable and its analysis.
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BIBLIOGRAPHY
Kothari.C.R. – “Reasearch methodology” (methods & techniques) - 2nd edition,-
new age international publisher, - new Delhi- 2004
Kotler philip.- “Marketing management” – 13 th edition
Annual report of HDFC bank – 2010-2011
Websites:
www.hdfcbank.com
www.google.com
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QUESTIONNAIRE
The information provided will be used for academic purpose only.
Name:
Occupation :
Cont. No:
Address:
Since how long you are customer of HDFC Bank?
…………………………………………………………………………………………
…………………………………………………………………………………………
Have you an account in another bank? Give its name.
______________________________
Yes No
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Which type of account you have? And why you are using it? Explain its
feature.
Current Account
…………………………………………………………………………………………
…………………………………………………………………………………………
Saving Account
………………………………………………………………………………………..
………………………………………………………………………………………..
Which facilities are you using from the following list with HDFC Bank?
Net Banking
Insta alerts
Credit Card Facility
E-mail statements
ATM
Branch Network
Phone Banking
Third Party Transfer
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Mobile Banking
Investment
Give your view for the following:
Infrastructure:
Poor
Good
Excellent
Can‟t say
Atmosphere:
Poor
Good
Excellent
Can‟t say
Rate the response of HDFC Bank‟s staff service.
Strongly Dissatisfied
Dissatisfied
Can‟t say
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Investment
Give name of any facility which you want to change or want to add as facility.
…………………………………………………………………………………………
…………………………………………………………………………………………
Any Suggestions:
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
What is your educated opinion about bank?
[ ] Excellent [ ] Average
[ ] Good [ ] Below avg.
Suggestion: ………………………………………………