Customer Satisfaction level in HDFC bank

Why this topic?

• In Today’s time banking sector is increasing in a fast manner, according to a survey it was found out that banking sector share in GDP is 6% or more.

•Therefore I want to do the survey on bank, which will help me too know whether the customer are satisfied with the banking services or not.

• By talking to the people it was found out that now a days people are more focusing on private bank instead of government bank.

• HDFC bank is growing more in customer satisfaction in compare to other bank because of its good services.

What method used ?

The methods which were used were:

1. factor analysis:

To find out which type of services were effective for HDFC bank.

2. Focus study:

In this some limited people were selected for the survey, who were having there accounts in other banks also.

How ?

• A survey was done on 50 customer by telephonic interview in which some questions were asked to them to prepare a questionnaire for some selected people.

• This survey was done to find out that what type of various service is there which affects there satisfaction.

• A questionnaire was prepared of 10 questions on the basis of the reply of the 50 persons.

Findings:

When the customer comes for the first time to their bank they give a proper attention to customer, so that the customer can be fully satisfied. There is a huge role of staff in the satisfaction of customer as the staff provides them good service. Customer also feels safe while doing any transaction with the bank.

Conclusion:

• They should more focus to their first time customer.

• The products are also giving a huge satisfaction to customer, so they should provide that product which is more in favour of them.

• They should give more information about those things which the customer wants.

Recommendations:

• Staff should be encouraged to present relevant options to banking customers, so those customers become more comfortable.

• Some customers are those who like to go to their nearby branch and sometimes they become their regular customer.

• So the staff should know the name of the people and they should identify their basic service requirements.