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CHAPTER 1
INTRODUCTION
A banker or bank is a financal institution whose primary activity is to act as a
payment agent for customers to borrow and lend.The first modern bank was
founded in Italy in Genoa in 1406, its name was Banco di San Giorgio(Bank
of St. George).
Many other financial activities were added over time. For example banks are
important players in financial markets and offer financial services such as
investment funds. In some countries such as Germany banks are the primary
owners of industrial corporations while in other countries such as the United
States banks are prohibited from owning non-financial companies. In Japan,
banks are usually the nexus of cross share holding entity known as zaibatsu In
FranceBancassurance is highly present, as most banks offer insurance
services (and now real estate services) to their clients
Indias financial service industry is dominated by the banking sector that
contributes significantly to the revenue of this industry. To be sure, the
industry has generated tremendous employment opportunities for the large
sector of the strength and flexibility of its banking structure. In the Indian
context; banking is verily the proxy and indeed the cornerstone of the overall
economic growth of the country. Before liberalization, the Indian banking
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structure was largely controlled and parameters like branch size and location
were given paramount importance.
The Indian banking industry has come from a long way from being a sleepy
business institution to a highly proactive and dynamic entity. This
transformation has been largely brought about by the large dose of
liberalization and economic reforms that allowed banks to explore new
business opportunities rather than generating revenues from conventional
streams (i.e. borrowing and lending). The banking industry in India is highly
fragmented with 30 banking units contributing to almost 50% of deposit and
60% of advances. Indian nationalized banks (bank owned by the government)
continue to be the major lenders in the economy due to their sheer size and
penetrative networks which assures them high deposit mobilization. The
Indian banking industry can be broadly categorized into nationalized, private
banks and the specialized banking institutions.
The Reserve Bank of India acts as a centralized body monitoring any
discrepancies and shortcomings in the system. It is foremost monitoring body
in the Indian financial sector. The nationalized banks (i.e. government owned
banks) continue to dominate Indian banking arena. Industries estimates
indicate that out of 274 commercial banks operating in India, 223 banks are in
public sector 51 are in private sector.
The private sector grid also includes 24 foreign banks that have started their
operations here. Under the ambit of the nationalized banks comes the
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specialized banking institution. These institutions (i.e. co-operatives, rural
development, imports and exports etc. these banks nimble footed in approach
and armed with efficient branch networks focus primarily on high revenue,
rich retail segments.
Unlike the commercial banks the co-operative do not lend on the basis of a
prime-lending structure and hence have lower overheads. This enables them
to give a marginally higher percentage on saving deposits. Many of these co-
operative banks diversified in specialized areas (catering to the vast retail
audience) like car finance, housing loans, truck finance etc. In order to banks
too have invested heavily in information technology to offer high-end
computerized services to its clients.
Figure: An application of Porters Five Forces model to the banking industry
Threat of new entrants- HIGH
Bargaining power Bargaining power
Suppliers-LOW buyers- HIGH
Threat of substitutes- LOW
NEW ENTRANTS
INDUSTRY
COMPETITORS -LOW
SUBSTITUTES
BUYERSSUPPLIERS
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The first bank in India, though conservative, was established in 1786. From
1786 till today, the journey of Indian Banking System can be segregated into
three distinct phases. They are as mentioned below:
Early phase from 1786 to 1969 of Indian Banks: Nationalization of
Indian Banks and up to 1991 prior to Indian banking sector Reforms.
New phase of Indian Banking System with the advent of Indian
Financial & Banking Sector Reforms after 1991: It is discussed in
three phases Phase I, Phase II and Phase III.
o Phase I : The General Bank of India was set up in the year 1786.
Next came Bank of Hindustan and Bengal Bank. The East India
Company established Bank of Bengal (1809), Bank of Bombay
(1840) and Bank of Madras (1843) as independent units and
called it Presidency Banks. These three banks were
amalgamated in 1920 and Imperial Bank of India was
established which started as private shareholders banks,
mostlyEuropeansshareholders.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 and 1913, Bank of India, Central Bank
of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank
of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also
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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 The Banking Companies
Act, 1949 which was later changed to Banking Regulation Act
1949 as per amending Act of 1965 (Act No. 23 of 1965).
Reserve Bank of India was vested with extensive powers for the
supervision of banking in India as the Central Banking
Authority. During those days public has lesser confidence in the
banks. As an aftermath deposit mobilization was slow. Abreast
of it the savings bank facility provided by the Postal department
was comparatively safer. Moreover, funds were largely given to
traders.
o Phase II : Government took major steps in this Indian Banking
Sector Reform after independence. In 1955, it nationalized
Imperial Bank of India with extensive banking facilities on a
large scale especially in rural and semi-urban areas. It formed
State Bank of India to act as the principal agent of RBI and to
handle banking transactions of the Union and State
Governments all over the country. Seven banks forming
subsidiary of State Bank of India was nationalized in 1960 on
19th July, 1969, major process of nationalization was carried
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out. It was the effort of the then Prime Minister of India, Mrs.
Indira Gandhi. 14 major commercial banks in the country was
nationalized. Second phase of nationalization Indian Banking
Sector Reform was carried out in 1980 with seven more banks.
This step brought 80% of the banking segment in India under
Government ownership. The following are the steps taken by
the Government of India to Regulate Banking 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 crores.
After the nationalization of banks, the branches of the public
sector bank India rose to approximately 800% in deposit
1,000% Banking in the sunshine of Government ownership
gave the public implicit faith and immense confidence about the
sustainability of these institutions.
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o Phase III : This phase has introduced many more products and
facilities in the banking sector in its reforms measureThe
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. The entire 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 sheltered from any crisis
triggered by any external macroeconomics shock as other East
Asian Countries suffered. This is all 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
limited foreign exchange exposure.
CUSTOMER AND CUSTOMER SATISFACTION
Customer is defined as anyone who receives that which is produced by
the individual or organization that has value. Customer expectations are
continuously increasing. Brand loyalty is a thing of the past. Customers seek
out products and producers that are best able to satisfy their requirements. A
product does not need to be rated highest by customers on all dimensions,
only on those they think are important.
Customer satisfaction, a business term, is a measure of how products
and services supplied by a company meet or surpass customer expectation. It
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is seen as a key performance indicator within business. In a competitive
marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of
business strategy.There is a substantial body of empirical literature that
establishes the benefits of customer satisfaction for firms.
It is 5 times more expensive to acquire a new customer than to retain
an old one. Good customer support is crucial when it comes to retaining
customers and driving more sales, but how do operations deliver exceptional
service to ensure 100% satisfaction and loyalty. This Ziff Davis white paper
explores the relationship between customer retention and the quality of
technical support and reveals 12 crucial remote-support tools that enable your
team to boost customer satisfaction.
Customer Satisfaction is a Critical Component of Profitability.
Exceptional customer service results in greater customer retention, which in
turn results in higher profitability.
Sadly, mature companies often forget or forsake the thing that made
them successful in the first place: a customer-centric business model. They
lose focus on the customerand start focusing on the bottom line and quarterly
results. They look for ways to cut costs or increase revenues, often at the
expense of the customer. They forget that satisfying customer needs and
continuous value innovation is the only path to sustainable growth. This
creates opportunities for new, smaller companies to emulate and improve
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upon what made their bigger competitors successful in the first place and
steal their customers.
Measuring customer satisfaction
To execute a successful client satisfaction survey, build one that your
customers have the time and inclination to respond to, and that delves into the
types of information that will truly help enhance your performance. By
carefully constructing a brief, yet strong, survey, you can discover what your
customers believe your strengths and weaknesses are and what makes your
customers loyal to your company
Organizations are increasingly interested in retaining existing
customers while targeting non-customers; measuring customer satisfaction
provides an indication of how successful the organization is at providing
products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the
actual manifestation of the state of satisfaction will vary from person to
person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The
level of satisfaction can also vary depending on other options the customer
may have and other products against which the customer can compare the
organization's products.
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Because satisfaction is basically a psychological state, care should be
taken in the effort of quantitative measurement, although a large quantity of
research in this area has recently been developed. Work done by Berry (Bart
Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction
include:
Quality,
Value,
Timeliness,
Efficiency,
Ease of Access,
Environment,
Inter-departmental Teamwork,
Front line Service Behaviors,
Commitment to the Customer
Innovation.
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These factors are emphasized for continuous improvement and
organizational change measurement and are most often utilized to develop the
architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides
the basis for the measurement of customer satisfaction with a service by using
the gap between the customer's expectation of performance and their perceived
experience of performance. This provides the measurer with a satisfaction "gap"
which is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the "gap"
described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of
performance according to expectation. According to Garbrand, customer
satisfaction equals perception of performance divided by expectation of
performance.
The usual measures of customer satisfaction involve a survey with a set of
statements using a Likert Technique or scale. The customer is asked to evaluate
each statement and in term of their perception and expectation of performance of
the organization being measured.
Customer satisfaction with a company's products or services is often seen
as the key to a company's success and long-term competitiveness. In the context
of relationship marketing, customer satisfaction is often viewed as a central
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determinant of customer retention. However, the few empirical investigations in
this area indicate that a direct relationship between these constructs is weak or
even nonexistent.
Customer satisfaction models
American Customer Satisfaction Index (ACSI) is a scientific standard of
customer satisfaction. Academic research has shown that the national
ACSI score is a strong predictor of Gross Domestic Product (GDP)
growth, and an even stronger predictor of Personal Consumption
Expenditure (PCE) growth. On the microeconomic level, research has
shown that ACSI data predicts stock market performance, both for market
indices and for individually traded companies. Increasing ACSI scores has
been shown to predict loyalty, word-of-mouth recommendations, and
purchase behavior. The ACSI measures customer satisfaction annually for
more than 200 companies in 43 industries and 10 economic sectors. In
addition to quarterly reports, the ACSI methodology can be applied to
private sector companies and government agencies in order to improve
loyalty and purchase intent. Two companies have been licensed to apply
the methodology of the ACSI for both the private and public sector: CFI
Group, Inc.applies the methodology of the ACSI offline, and Foresee
Results applies the ACSI to websites and other online initiatives
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The Kano model is a theory of product development and customer
satisfaction developed in the 1980s by ProfessorNoriaki Kano that
classifies customer preferences into five categories: Attractive, One-
Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some
insight into the product attributes which are perceived to be important to
customers. Kano also produced a methodology for mapping consumer
responses to questionnaires onto his model.
SERVQUAL or RATER is a service-quality framework that has been
incorporated into customer-satisfaction surveys (e.g., the revised
Norwegian Customer Satisfaction Barometer[5]) to indicate the gap
between customer expectations and experience.
J.D. Power and Associates provides another measure of customer
satisfaction, known for its top-box approach and automotive industry
rankings. J.D. Power and Associates' marketing research consists
primarily of consumer surveys and is publicly known for the value of its
product awards.
Other research and consulting firms have customer satisfaction solutions
as well. These include A.T. Kearney's Customer Satisfaction Audit
process[6], which incorporates the Stages of Excellence framework and
which helps define a companys status against eight critically identified
dimensions.
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Improving customer satisfaction
Published standards exist to help organizations develop their current levels
of customer satisfaction. The International Customer Service Institute (TICSI)
has released The International Customer Service Standard (TICSS). TICSS
enables organizations to focus their attention on delivering excellence in the
management of customer service, whilst at the same time providing recognition
of success through a 3rd Party registration scheme. TICSS focuses an
organizations attention on delivering increased customer satisfaction by helping
the organization through a Service Quality Model.
TICSS Service Quality Model uses the 5 P's - Policy, Processes, People,
Premises, Product/Services, as well as performance measurement. The
implementation of a customer service standard should lead to higher levels of
customer satisfaction, which in turn influences customer retention and customer
loyalty ( http://en.wikipedia.org/wiki/Customer_satisfaction).
However, the researches have proved that satisfaction is best specified as
a function of perceived quality and "disconfirmation"-the extent to which
perceived quality fails to match prepurchase expectations. Surprisingly,
expectations do not directly affect satisfaction, as is often suggested in the
satisfaction literature. In addition, quality which falls short of expectations has a
greater impact on satisfaction and repurchase intentions than quality which
exceeds expectations. Moreover, disconfirmation is more likely to occur when
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quality is easy to evaluate. Finally, in terms of systematic variation across firms,
the elasticity of repurchase intentions with respect to satisfaction to be lower for
firms that provide high satisfaction. This implies a long-run reputation effect
insulating firms which consistently provide high satisfaction.
Seven steps to customer satisfaction1
It's a well known fact that no business can exist without customers. In the
business of Website design, it's important to work closely with your customers to
make sure the site or system you create for them is as close to their requirements
as you can manage. Because it's critical that you form a close working
relationship with your client, customer service is of vital importance. What
follows are a selection of tips that will make your clients feel valued, wanted and
loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a
customer. If you're not used to this sort of thing it can be a pretty nerve-wracking
experience. Rest assured, though, it does get easier over time. It's important to
meet your customers face to face at least once or even twice during the course of
a project.
My experience has shown that a client finds it easier to relate to and work with
someone they've actually met in person, rather than a voice on the phone or
1 Adrian Thompson posted on February 11th, 2002
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someone typing into an email or messenger program. When you do meet them,
be calm, confident and above all, take time to ask them what they need. I believe
that if a potential client spends over half the meeting doing the talking, you're
well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait
days for a response to an email or phone call. It might not always be practical to
deal with all customers' queries within the space of a few hours, but at least email
or call them back and let them know you've received their message and you'll
contact them about it as soon as possible. Even if you're not able to solve a
problem right away, let the customer know you're working on it.
A good example of this is my Web host. They've had some trouble with
server hardware which has caused a fair bit of downtime lately. At every step
along the way I was emailed and told exactly what was going on, why things
were going wrong, and how long it would be before they were working again.
They also apologised repeatedly, which was nice. Now if they server had just
gone down with no explanation I think I'd have been pretty annoyed and may
have moved my business elsewhere. But because they took time to keep me
informed, it didn't seem so bad, and I at least knew they were doing something
about the problems. That to me is a prime example of customer service.
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3. Be Friendly and Approachable
It's very important to be friendly, courteous and to make your clients feel
like you're their friend and you're there to help them out. There will be times
when you want to beat your clients over the head repeatedly with a blunt object -
it happens to all of us. It's vital that you keep a clear head, respond to your
clients' wishes as best you can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly
defined customer service policy is going to save you a lot of time and effort in
the long run. If a customer has a problem, what should they do? If the first option
doesn't work, then what? Should they contact different people for billing and
technical enquiries? If they're not satisfied with any aspect of your customer
service, who should they tell?
There's nothing more annoying for a client than being passed from person
to person, or not knowing who to turn to. Making sure they know exactly what to
do at each stage of their enquiry should be of utmost importance. So make sure
your customer service policy is present on your site -- and anywhere else it may
be useful.
5. Attention to Detail
Have you ever received a Happy Birthday email or card from a company
you were a client of? Have you ever had a personalised sign-up confirmation
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email for a service that you could tell was typed from scratch? These little
niceties can be time consuming and aren't always cost effective, but remember to
do them.
Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of
that screen or telephone; and most importantly, it makes the customer feel
welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help
Them Out
Sometimes this is easier said than done! However, achieving this supreme
level of understanding with your clients will do wonders for your working
relationship.
Your client is heartily impressed, and remarks to his colleagues and
friends how very helpful and considerate his Web designers are. Meanwhile, in
your office, you lay back in your chair drinking your 7th cup of coffee that
morning, safe in the knowledge this happy customer will send several referrals
your way.
7. Honour Your Promises
It's possible this is the most important point in this article. The simple
message: when you promise something, deliver. The most common example here
is project delivery dates.
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Clients don't like to be disappointed. Sometimes, something may not get done, or
you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time. In this case
a quick apology and assurance it'll be ready ASAP wouldn't go amiss.
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CHAPTER 2
PROFILE OF HDFC BANK
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 RBIs liberalization of
the Indian Banking Industry in 1994.
HDFC Bank was incorporated in August 1994 in the name of HDFC Bank
Limited, with its registered office in Mumbai, India. The Bank commenced
operations as a Scheduled Commercial Bank in January 1995.
Headquartered in Mumbai, HDFC Bank has a network of over 531 branches
spread over 228 cities across India. HDFC Banks ATM network can be accessed
by all domestic and international Visa / MasterCard, Visa Electron / Maestro,
Plus / Cirrus and American Express Credit / Charge cardholders.
HDFC Bank has won many awards for its excellent service. Major among them
are Best Bank in India by Hong Kong-based Finance Asia magazine in 2005
and Company of the Year Award for Corporate Excellence 2004-05.
Currently HDFC Bank has 758 branches, 1,716 ATMs, in 325 cities in India, and
all branches of the bank are linked on an online real-time basis. The bank offers
many innovative products & services to individuals, corporates, trusts,
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governments, partnerships, financial institutions, mutual funds, insurance
companies.
It is a path breaker in the Indian banking sector. In 2007 HDFC Bank acquired
Centurion Bank of Punjab taking its total branches to more than 1,000. Though,
the official license was given to Centurion Bank of Punjab branches, to continue
working as HDFC Bank branches, on May 23, 2008.
GROWTH
HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic team
determined to accomplish the vision of becoming a world class Indian bank. Our
business philosophy is based on four core values - Customer Focus, Operational
Excellence, Product Leadership and Respondents. We believe that the ultimate
identity and success of our bank will reside in the exceptional quality of our
respondents and their extraordinary efforts. For this reason, we are committed to
hiring, developing, motivating and retaining the best respondents in the industry.
Our mission is to be a World Class Indian Bank, benchmarking ourselves
against international standards and best practices in terms of product offerings,
technology, service levels, risk management and audit & compliance. The
objective is to build sound customer franchises across distinct businesses so as to
be a preferred provider of banking services for target retail and wholesale
customer segments, and to achieve a healthy growth in profitability, consistent
with the Banks risk appetite. The bank is committed to do this while ensuring
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the highest levels of ethical standards, professional integrity, corporate
governance and regulatory compliance. Its business strategy emphasizes the
following :
Increase market share in Indias expanding banking and financial
services industry by following a disciplined growth strategy focusing on
quality and not on quantity and delivering high quality customer service.
Leverage technology platform and open scaleable systems to deliver
more products to more customers and to control operating costs.
Maintain current high standards for asset quality through disciplined
credit risk management.
Develop innovative products and services that attract targeted customers
and address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce our cost of funds.
Focus on high earnings growth with low volatility.
LANDMARKS
It is becoming increasingly clear that the private banking (and perhaps the sector
as a whole, barring a couple of public sector banks) arena is becoming a two-
bank play, at least as far as the stock market goes. The two in question are HDFC
Bank and ICICI Bank. What is interesting is that even these two are taking a
divergent path to growth.
Divergent strategy: Even their parents have a completely different
strategy. The entire gamut of their growth strategy was unveiled in clear
terms in the past week. Both the banks are clear in one aspect: The need to
become big through acquisition and organic growth.
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Making a merger: While HDFC has confined itself to articulating its
growth strategy, the ICICI Bank hit the deck running. It announced a
merger with an old private sector bank -- Bank of Madura (BoM).
Though the swap ratio is prima facie liberal for BoM shareholders, ICICI
Bank is effectively buying the bank at book value. This is the first
instance of an old and a new generation private sector bank coming
together.
PROMOTER
HDFC is Indias 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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MISSION
HDFC Banks began operations in 1995 with a simple mission to be a World
Class Indian Bank. We realized that only a single-minded focus on product
quality and service excellence would help us get there. Today, the bank is on the
way towards that goal. It is extremely gratifying that its efforts towards providing
customer convenience have been appreciated both nationally and internationally.
The banks aim is to build a sound customer franchise across distinct businesses
so as to be the preferred provider of banking services in the niche segments that
the bank operates in and to achieve healthy growth in profitability, consistent
with the banks risk appetite. The Bank aims to assure the highest level of ethical
standards, professional integrity and regulatory compliance.
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:
Whole Sale Banking Services: The Banks target market ranges from
large blue-chip manufacturing companies in the Indian corporate to small
& mid-sized corporate and agri-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 of
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structured solutions, which combine cash management services with
vendor and distributor finance for facilitating superior supply chain
management for its corporate customers. Based on its superior product
delivery / service levels and strong customer orientation, the Bank has
made significant inroads into the banking consortia of a number of leading
Indian corporates including multinationals, companies from the domestic
business houses and prime public sector companies. It is recognised as a
leading provider of cash management and transactional banking solutions
to corporate customers, mutual funds, stock exchange members and
banks.
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
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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 debit
card 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 .
HDFC-CBoP MERGER
The merger of Centurion Bank of Punjab Ltd (CBoP) with HDFC Bank Limited
became effective on May 23, 2008 as per the order of Reserve Bank of India
(RBI) dated May 20, 2008. The shareholders of erstwhile CBoP have been
allotted 6,98,83,956 equity shares of Rs.10/- each pursuant to the share swap
ratio of one equity share of Rs.10/- each of HDFC Bank Limited for every
twenty nine equity shares of Re.1/- each in Centurion Bank of Punjab Ltd. by
them as on June 16, 2008. The merger has been accounted for as per the pooling
of interest method of accounting in accordance with the scheme of
amalgamation. Adjustment shave been made to the amalgamation reserve to
harmonize accounting policies of CBoP with that of HDFC Bank principally
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relating top provisioning norms on impaired loans and depreciation policies on
fixed assets. Merger related expenses have also been adjusted against the
amalgamation reserve.
HDFC Bank began operations in 1995 with a simple mission: to be a World-class
Indian Bank. Realized that only a single-minded focus on product quality and
service excellence would help us get there. Today, proud to say that well on our
way towards that goal. It is extremely gratifying that the efforts towards
providing customer convenience have been appreciated both nationally and
internationally.
Sponsor of the award Name of the award (2008)
Business Today-Monitor
Group survey
One of Indias Most Innovative Companies
Financial Express-Ernst &
Young Award
Best Bank Award in the Private Sector category
Business Today Best Bank Award
Outlook Money & NDTVProfit
Best Bank Award in the Private sector category.
BANK PRODUCTS
HDFC Bank offers a wide range of commercial and transactional banking products and
services including treasury products to wholesale and retail customers. The bank has
three key business segments:
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Accounts & Deposits
Savings Accounts
Regular Savings Account
Savings Plus Account
SavingsMax Account
Senior Citizens Account
No Frills Account
Institutional Savings Account
Salary Accounts
Payroll
Classic
Regular
PremiumDefence
No Frills Salary Account
Reimbursement Current
Account
Kid's Advantage Account
Pension Saving Bank Account
Family Savings Group
Kisan No Frills Savings
Kisan Club Savings
Current Accounts
Plus Current Account
Trade Current Account
Premium Current Account
Regular Current Account
RFC - Domestic Account
Flexi Current Account
Apex Current Account
Max Current Account
Fixed Deposits
Regular Fixed Deposit
5 Year Tax Saving FixedDeposite
Super Saver Facility
Sweep-in Facility
Loans
Personal Loans
SmartDraft
Home Loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Express Loans Plus
Gold Loan
Educational Loan
Loan Against Securities
Loan Against Property
Loans Against RentalReceivables
Health Care Finance
Tractor Loans
Commercial Vehicle Finance
Working Capital Finance
Construction Equipment
Finance
Warehouse Receipt Loans
Cards
Credit Cards
Silver Credit Card
Value Plus Credit Card
Gold Credit Card
Titanium Credit Card
Woman's Gold Credit Card
Platinum Plus Credit CardVisa Signature Credit Card
World MasterCard Credit Card
Corporate Platinum Credit Card
Corporate Credit Card
Business Credit Card
Debit Cards
Investment
Mutual Fu
Tax Planni
Insurance
General &
Bonds
Knowledg
Equities &
Mudra Go
Forex Serv
Products &
Trade Serv
Forex Serv
Locator
RBI Guide
Forex Lim
Payment Se
NetSafe
Merchant S
Prepaid Re
ngpay
BillPay
Visa BillP
PayNow
Register &
InstaPay
DirectPayVisa Mone
RTGS Fun
e-Monies E
Transfer
Excise & S
Payment
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Recurring Deposit
Demat Account
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HDFC Bank Imperia / Preferred /
Classic Banking
Imperia Premium Banking
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EasyShop International Debit
Card
EasyShop Gold Debit Card
EasyShop Pro Gold Debit Card
EasyShop International
Business Debit Card
EasyShop Woman's Advantage
Debit Card
EasyShop NRO Debit Card
Kisan Card
Prepaid Cards
ForexPlus Card
GiftPlus Card
FoodPlus Card
MoneyPlus Card
Online Pay
Online pay
Religious O
Donate to
Access You
NetBankin
Credit Car
OneView
InstaAlerts
MobileBan
InstaQuery
ATM
PhoneBan
Email Stat
Branch Ne
29
http://c/personal/accounts/fixed_deposits/recurring_deposits/recurring_deposits.htmhttp://c/personal/accounts/demat_account/depository_services.htmhttp://c/aboutus/citizens_charter/Safe_Deposit_Lockers.htmhttp://c/personal/preferred/default.htmhttp://c/personal/preferred/default.htmhttp://c/personal/preferred/imperia/imperia_homepage.htmhttp://c/personal/preferred/preferred/default_preferred.htmhttp://c/personal/preferred/classic/default_classic.htmhttp://c/personal/pvt_banking/default.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Debit_Card/dc_int.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Debit_Card/dc_int.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://c/personal/Cards/Debit_Cards/Easyshop_Pro_Gold_Debit_card/pro_gold_dr_card.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Business_Debit_Card/bc_business.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Business_Debit_Card/bc_business.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_NRO_Debit_Card/nro_debit_cards.htmhttp://c/personal/Cards/Debit_Cards/kisan_cards/pre_kisan.htmhttp://c/personal/Cards/Prepaid_Cards/ForexPlus_Card/pre_forex.htmhttp://c/personal/Cards/Prepaid_Cards/GiftPlus_Card/pre_gift.htmhttp://c/personal/Cards/Prepaid_Cards/FoodPlus_Card/food_plus_card.htmhttp://c/personal/Cards/Prepaid_Cards/money_plus_card/money_plus.htmhttp://c/wholesale/sme/cbdt_onlinetax.htmhttp://c/personal/payments/online_dvat/online_dvat.htmhttp://c/campaign/donate_charity/donate_charity.htmhttp://c/campaign/donate_charity/donate_charity_nonreligious.htmhttp://c/personal/access/default.htmhttp://c/personal/access/netbanking/netbanking.htmhttp://c/personal/access/ccnb/ccnb.htmhttp://c/personal/access/oneview/oneview.htmhttp://c/personal/access/instaalerts/insta.htmhttp://c/personal/access/mobilebanking/mobilebanking_ngpay.htmhttp://c/applications/misc/instaquery.asphttp://c/personal/access/atm/atm.htmhttp://c/personal/access/phonebanking/phonebanking.htmhttp://c/personal/accounts/email_statements.htmhttp://c/personal/access/branch_network/branch_network.htmhttp://c/personal/accounts/fixed_deposits/recurring_deposits/recurring_deposits.htmhttp://c/personal/accounts/demat_account/depository_services.htmhttp://c/aboutus/citizens_charter/Safe_Deposit_Lockers.htmhttp://c/personal/preferred/default.htmhttp://c/personal/preferred/default.htmhttp://c/personal/preferred/imperia/imperia_homepage.htmhttp://c/personal/preferred/preferred/default_preferred.htmhttp://c/personal/preferred/classic/default_classic.htmhttp://c/personal/pvt_banking/default.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Debit_Card/dc_int.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Debit_Card/dc_int.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://c/personal/Cards/Debit_Cards/Easyshop_Pro_Gold_Debit_card/pro_gold_dr_card.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Business_Debit_Card/bc_business.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_International_Business_Debit_Card/bc_business.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htmhttp://c/personal/Cards/Debit_Cards/EasyShop_NRO_Debit_Card/nro_debit_cards.htmhttp://c/personal/Cards/Debit_Cards/kisan_cards/pre_kisan.htmhttp://c/personal/Cards/Prepaid_Cards/ForexPlus_Card/pre_forex.htmhttp://c/personal/Cards/Prepaid_Cards/GiftPlus_Card/pre_gift.htmhttp://c/personal/Cards/Prepaid_Cards/FoodPlus_Card/food_plus_card.htmhttp://c/personal/Cards/Prepaid_Cards/money_plus_card/money_plus.htmhttp://c/wholesale/sme/cbdt_onlinetax.htmhttp://c/personal/payments/online_dvat/online_dvat.htmhttp://c/campaign/donate_charity/donate_charity.htmhttp://c/campaign/donate_charity/donate_charity_nonreligious.htmhttp://c/personal/access/default.htmhttp://c/personal/access/netbanking/netbanking.htmhttp://c/personal/access/ccnb/ccnb.htmhttp://c/personal/access/oneview/oneview.htmhttp://c/personal/access/instaalerts/insta.htmhttp://c/personal/access/mobilebanking/mobilebanking_ngpay.htmhttp://c/applications/misc/instaquery.asphttp://c/personal/access/atm/atm.htmhttp://c/personal/access/phonebanking/phonebanking.htmhttp://c/personal/accounts/email_statements.htmhttp://c/personal/access/branch_network/branch_network.htm -
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S.W.O.T. ANALYSIS
STRENGTHS
The biggest strength of Bank is Direct Banking channels. As Direct banking
channels saves time and money both as a customer does not need to go to bank
for any kind of transaction except cash withdrawal and cash deposits all other
things are done sitting any where in the world.
All services or products of HDFC Bank are available through direct
banking channels.
Free ATM, Net Banking, Mobile Banking, Phone Banking and 24 hours
services.
Very easy to access and use.
A highly personalized services provided by the bank.
HDFCs Direct Banking channels provide real time and accurate
information.
HDFCs Direct Banking is user friendly any one can easily operate it.
Now International Debit Card is Free for one year.
The Bank has strategic business alliance with Chase Manhattan Bank,
largest bank of USA.
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WEAKNESSES
Unawareness among customers about all Direct Banking Channels due to
less advertisement.
Other private banks have started direct banking channels it may put some
competition to HDFC Bank in near future.
Resistance to Change.
One should have the knowledge of the operations of the computers and of
course the Internet.
OPPORTUNITIES
As Nationalized Banks and Co-operative Banks do not provide Direct
Banking services, so HDFC Bank can attract more customers.
Centralized banking makes easy for HDFC Bank to provide services to
customers.
Huge market of shareholders.
THREATS
Competition from other private sector banks.
Attacks of web hackers.
Personalized attention i.e. relationship banking should be reduced, thus by
creating a distance between the bank and its customers.
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CHAPTER 3
RESEARCH METHODOLOGY
Research means search for facts, answers to questions and solutions to problems
and Methodology is a way of doing something and methodology is a set of
methods used in a particular area of activity. The purpose of our study is to
evaluate the customers response towards the study of the difference between the
services given by the public bank and private bank. This is an informative survey
as it evaluates the customers of the both banks.
RESEARCH DESIGN
Research design constitutes the blue print for the collection, measurement and
analysis of data. The present study seeks to identify the extent of preference
among customers for services of HDFC bank. The research has been conducted
on users of the city Pathankot. For the selection of the sample, convenient
sampling method was adopted and an attempt has been made to include all the
age groups and gender
DATA SOURCES
Both primary and secondary data has been used to achieve the objectives of the
study. All data sources are not created equal. Some reference material has more
value than others do This does not mean that value equals a greater quantity of
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information. The actual value involves the quality of the information provided.
Sources of data can be put into the two general categories of being either primary
or secondary. A primary data source is something that originates from first-hand
knowledge of the person referenced in the data or from a first-hand witness. I
collect this type of data through questionnaires that were filled by the
respondents. Secondary data is data that is neither collected directly by the user
nor specifically for the user, often under conditions not known to the user.
Secondary information has already been collected for some other purposes.
Keeping in mind the objectives of the study, the primary data was collected from
a sample of 100 respondents belonging to Pathankot who were HDFC bank
customers by personally administering the questionnaire. A structured
questionnaire was designed as per the objectives of the study. The questionnaire
contained questions relating to different dimensions of banking services
preferences among the users such as level of usage, benefits accruing to the users
of the services and the benefits they get out of it. An attempt was also made to
elicit reasons for its non usage. The questions included in the questionnaire
offered multiple choices. The data so collected was analysed and interpreted.
Analysis of Data and discussion
Data so collected was tabulated, analysed and interpretation has been carried out
with the help of tables.
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LIMITATIONS OF THE STUDY
The following were the limitations of the study:
1) The study was limited to one city only hence the findings of the study
cannot be generalised.
2) The sample size was limited to 100 respondents. Hence, the findings
may vary due to change in the size of the sample.
3) The reliability of the data depends upon the responses given by the
respondents.
4) Sometimes, the respondents show casual attitude towards
questionnaires which may affect the findings of the study.
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CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
The data collected was in the raw form. Therefore, it had to be tabulated,
analysed and then interpreted in order to get meaningful information from the
study.
1) Preference for HDFC bank in opening an account.
Reason No. of respondents Percentage
Efficient service 66 66
Convenient location 16 16
Acquaintance 14 14
Others 4 4
Total 100 100
66
16 14
4
0
10
20
30
40
50
60
70
Ef ficient service Convenient location Acquaintance Others
Reasons
%ageofres
pondents
The survey reveals that 66% respondents prefer HDFC bank for opening the
account due to efficient service. 16% respondents prefer this bank because of its
convenient location. 14% respondents open account because of acquaintance
with the bank officers.
2) Whether the bank solves or replies to your queries quickly.
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Response No. of respondents Percentage
Yes 96 96
No 4 4
Total 100 100
96%
4%
Yes No
96% respondents say that the bank solve the queries of the customer quickly
whereas 4% respondents say that the bank does not solve the queries quickly.
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3) Whether the bank provides better utility services.
Response No. of respondents Percentage
Yes 86 86No 14 14
Total 100 100
86%
14%
Yes No
86% respondents say that the bank provides better utility services as compare to
other banks while the remaining 14% of the respondents feel that the bank does
not provide better services.
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4) Whether the staff is cooperative in the bank
Response No. of respondents Percentage
Yes 95 95No 5 5
Total 100 100
95%
5%
Yes No
The survey reveals that 94% respondents believe that the staff of the bank is
more co-operative as compare to other banks and the remaining 6% respondents
do not feel that the bank staff is cooperative.
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5) Whether Loan is available at lower interest rate in the bank
Response No. of respondents Percentage
Yes 79 79No 21 21
Total 100 100
79%
21%
Yes No
the survey reveals that 79% respondents feel that the bank offer loans at lower
interest rate as compared to other banks whereas 21% respondents feel that the
loans are not cheaper in this bank.
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6) Rate the bank on the scale of your satisfaction level
Rating No. of respondents Percentage
Very good 46 46Good 49 49
Average 5 5
Poor 0 0
Total 100 100
4649
50
0
10
20
30
40
50
60
Very good Good Average Poor
Rating of Satisfaction Level
%ageofresponde
nt
The survey reveals that 49% of the respondents are satisfied with the bank
services and feel that the bank is good while 46% are highly satisfied and feel
that the bank is very good. 5% respondents are not highly satisfied.
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7) Time taken by the bank to open the account
Time taken No. of respondents Percentage
Less than a day 77 771 to 3 days 23 23
More than 3 days 0 0
Total 100 100
77
23
00
10
20
30
40
5060
70
80
90
Less than a day 1 to 3 days More than 3 days
Time taken to open an account
%ageofrespon
dent
The survey reveals that 77% respondents say that the bank takes less than 1 day
to open the account. 23% respondents say that the bank takes 1 to 3 days to open
the account.
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8) Time taken by bank to accept cash deposits or pay cash
Time taken No. of respondents Percentage
Less than 5 min 50 50
5 to 10 min 36 36More than 10 min 14 14
Total 100 100
50
36
14
0
10
2030
40
50
60
Less than 5 min 5 to 10 min More than 10 min
Time taken to deposit or pay cash
%ageofrespondent
50% respondents say that the bank takes less than 5 min to deposit or pay cash
36% respondents say that the bank takes 5-10 min to deposit or pay cash whereas
14% respondents say that the bank takes more than 10 min for deposit or pay
cash.
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9) Would you suggest this bank to others for banking services?
Response No. of respondents Percentage
Yes 100 100No 0 0
Total 100 100
100%
0%
Yes No
All the respondents (100%) say that they would suggest others to open account in
the bank. None of the respondents said against the bank.
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10) Whether grievance-handling procedure in this bank is faster.
Response No. of respondents Percentage
Yes 98 98No 2 2
Total 100 100
98%
2%
Yes No
The survey reveals that 98% respondents say that grievance handling procedure
is faster in the bank while 2% respondents say that the grievance handling
procedure of other banks is good as compared to this bank.
11) Whether the bank satisfies all your financial needs
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Response No. of respondents Percentage
Yes 93 93
No 7 7
Total 100 100
93%
7%
Yes No
The survey reveals that 93% respondents are in the favour that this bank satisfies
all the financial needs of the customers while the remaining 7% respondents feel
that the bank does not fulfil all the financial needs.
12) Whether innovative services are given by the bank.
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Response No. of respondents Percentage
Yes 97 97
No 3 3
Total 100 100
97%
3%
Yes No
The survey reveals that 97% respondents are in favour that the bank provides the
innovative services to the respondents whereas 3% respondents say that the bank
gives less innovative services to the customers as compared to other banks.
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CHAPTER -5
SUMMARY AND CONCLUSION
66% respondents prefer HDFC bank for opening the account due to efficient
service. 16% respondents prefer this bank because of its convenient location.
14% respondents open account because of acquaintance with the bank officers.
96% respondents say that the bank solve the queries of the customer quickly
whereas 4% respondents say that the bank does not solve the queries quickly.
86% respondents say that the bank provides better utility services as compare to
other banks while the remaining 14% of the respondents feel that the bank does
not provide better services. 94% respondents believe that the staff of the bank is
more co-operative as compare to other banks and the remaining 6% respondents
do not feel that the bank staff is cooperative.
79% respondents feel that the bank offer loans at lower interest rate as compared
to other banks whereas 21% respondents feel that the loans are not cheaper in
this bank.
49% of the respondents are satisfied with the bank services and feel that the bank
is good while 46% are highly satisfied and feel that the bank is very good. 5%
respondents are not highly satisfied.
77% respondents say that the bank takes less than 1 day to open the account.
50% respondents say that the bank takes less than 5 min to deposit or pay cash
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36% respondents say that the bank takes 5-10 min to deposit or pay cash. All the
respondents (100%) say that they would suggest others to open account in the
bank. None of the respondents said against the bank.
98% respondents say that grievance handling procedure is faster in the bank
while 2% respondents say that the grievance handling procedure of other banks is
good as compared to this bank.
93% respondents are in the favour that this bank satisfies all the financial needs
of the customers while the remaining 7% respondents feel that the bank does not
fulfil all the financial needs.
97% respondents are in favour that the bank provides the innovative services to
the respondents whereas 3% respondents say that the bank gives less innovative
services to the customers as compared to other banks.
From the above, it can be concluded that most of the respondents are aware of
the services given by the both banks either public or private. Only the educated
respondents are fully aware of the private banks services. Here, advertisement
must play a major role in making both educated and uneducated customers aware
of the services offered by the bank. Services given to the senior citizen must
attract them.
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CHAPTER 6
RECOMMENDATIONS AND SUGGESTIONS
The banks should come forward with meaningful advertisements and awareness
campaigns to create awareness among customers regarding banking services and
to make the banking sector popular among the uneducated masses. The
automated systems should be simple to use, fast and user friendly. The services
should be standardised so that wherever the solution is used the customer is
familiar with the procedure followed. Customers should have ready sources of
advice, whether this is through call centres, through publicity or through physical
presence.
Banking services must be designed to reduce the cost of transactions for the
financial institution as much as to deliver value to the customer. However,
banking services should give more and more benefits to the customers. Added-
value services such as loyalty programmes, person-to-person transfers, airtime
top up for mobile phones and government payments should be provided.
Banks should offer banking services by the way of convenience and reach so that
it should be popular among all the age groups.
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QUESTIONNAIRE
Dear Respondent,
I am a student of MBA 2nd semester at IMT, Gurgaon and conducting a study on
Satisfaction Level for Banking Services: A Study of HDFC Bank Customers. I
need your cooperation in this regard by filling up the research schedule carefully.
All the information provided by you will be kept confidential.
1) Why did you prefer to have account in this bank
Efficient service in bank [ ]
Convenient location [ ]
Acquaintance with bank officers [ ]
Others [ ]
2) Whether the bank solve queries quickly
Yes [ ] No [ ]
3) Whether Public utility services are good in the bank
Yes [ ] No [ ]
4) Whether the staff of the bank is co-operative
Yes [ ] No [ ]
5) Whether the bank provides loan at lower interest rate
Yes [ ] No [ ]
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6) How do you rate the overall satisfaction level in the bank
Very good [ ]
Good [ ]
Average [ ]
Poor [ ]
7) How much time is taken by the bank to open an account
1 to 3 days [ ]
3 to 7 days [ ]
More than 1 week [ ]
8) How much time is taken to deposit the cash?
Less than 5 minutes [ ]
5 to 10 minutes [ ]
more than 10 minutes [ ]
9) Would you suggest this bank to others for banking services?
Yes [ ] No [ ]
10) Whether grievance handling procedure is faster in this bank?
Yes [ ] No [ ]
11) Whether this bank satisfies all your financial needs?
Yes [ ] No [ ]
12) Whether innovative services are given by the bank?
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Yes [ ] No [ ]
Personal information
Name:Age:...
Sex:
Occupation:
Address:
Thanks for your cooperation
Kanchan
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BIBLIOGRAPHY
BOOKS
Jain, T.R (2006), Banking and Insurance, VK Publications, Ambala City.
Jain.T.R (2008), Statistics for MBA, 2nd Edition, VK Publications, Ambala
City.
Kothari, C.R. (2005), Research Methodology, New Age Publishers Pvt.
Ltd. Jaipur.
Kotler, Philip (2001), Marketing Management, Prentice Hall India, New
Delhi.
Sontakki, C.N. (2005), Marketing Management, Kalyani Publishers,
Ludhiana.
Sontakki, C.N. (2005), Consumer Behaviour, Kalyani Publishers,
Ludhiana.
WEBSITES
http://www.emeraldinsight.com/10.1108/eb055
http://www.emeraldinsight.com/10.1108/EUM0000000003126
http://www.joe.org/joe/1997october/iw1.html.
www.collegeresearch.us/show_essay/11689.html
www.emeraldinsight.com/10.1108/01437720510587307
i
http://www.emeraldinsight.com/10.1108/eb055http://www.emeraldinsight.com/10.1108/EUM0000000003126http://www.joe.org/joe/1997october/iw1.htmlhttp://www.collegeresearch.us/show_essay/11689.htmlhttp://www.emeraldinsight.com/10.1108/01437720510587307http://www.emeraldinsight.com/10.1108/eb055http://www.emeraldinsight.com/10.1108/EUM0000000003126http://www.joe.org/joe/1997october/iw1.htmlhttp://www.collegeresearch.us/show_essay/11689.htmlhttp://www.emeraldinsight.com/10.1108/01437720510587307 -
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www.emeraldinsight.com/10.1108/1463444971019547
www.emeraldinsight.com/10.1108/eb003472
www.hdfcbank.com
www.smartmanager.us/eprise/main/web/us/
ii
http://www.emeraldinsight.com/10.1108/1463444971019547http://www.smartmanager.us/eprise/main/web/us/http://www.emeraldinsight.com/10.1108/1463444971019547http://www.smartmanager.us/eprise/main/web/us/ -
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ACKNOWLEDGEMENTS
This project has been made possible through the efforts, support and cooperation
of various persons for whom I would like to express my appreciation and
gratitude.
First and foremost, I am highly indebted to Mr. ________, Branch Manager for
allowing me to undergo the summer training in the HDFC Bank,__ Br. I am also
thankful to the staff of the bank for their guidance and invaluable suggestions
and encouraging attitude during the project work.
My academic colleagues and friends deserve my appreciation for extending me
their wholehearted cooperation and support.
I am also thankful to Prof. S.S. Tagger who provided me technical help in doing
the ratio analysis of the project.
Last but not the least, I would like to thank my parents who gave me moral and
emotional support during the course of study otherwise this project would have
remained only and abstract idea.
(___________)Uni. Roll. No. __
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A
SUMMER TRAINING REPORT
Submitted to
ABC TECHNICAL UNIVERSITY, JALANDHAR
In partial fulfilment of the requirements
for the degree of
MASTER OF BUSINESS ADMINISTRATION (FINANCE)
(2008-2010)
Supervised By: Submitted By:
Mr. __ Ms. Kanchan
Branch Manager, HDFC Bank MBA 2nd SemesterBranch Univ. Roll No. 80502317003
INSTITUTE OF ENGINEERING AND TECHNOLOGY
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CONTENTS
S. No. Chapter Page
Certificate
Acknowledgments
1. Introduction 1 19
2. Profile of HDFC Bank 20 32
3. Research Methodology 33 35
4. Data Analysis and Interpretation 36 47
5. Summary and Conclusion 48 49
6. Recommendations and Suggestions 50
Appendix (Questionnaire) i iii
Bibliography i - ii
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INTRODUCTION
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PROFILE OF HDFC BANK
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RESEARCH METHODOLOGY
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DATA ANALYSIS
AND
INTERPRETATION
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SUMMARY
AND
CONCLUSION
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RECOMMENDATIONS
AND
SUGGESTIONS
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QUESTIONNAIRE
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BIBLIOGRAPHY