A

DISSERTATION PROJECT

ON

“A STUDY ON EFFECTIVENESS OF ONLINE CHANNELS

IN SERVICE DELIVERY WITH SPECIAL REFERENCE

TO

HDFC BANK LTD.”

SUBMITTED TO

GURUKULKANGRIUNIVERSITY, HARDWAR

IN PARTIAL FULFILLMENT OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO: SUBMITTED BY:

Dr. PATIRAJ KUMARI Komal pundir

DEPARTMENT OF MANAGEMENT STUDIESKANYA GURUKUL MAHAVIDYALAYA, DEHRADUN, 2nd CAMPUSGURUKULKANGARIUNIVERSITY, HARIDWAR-249407 (2009-2011)

DECLARATION

I, KOMAL PUNDIR, student of “Master of Business Economics”, hereby

declare that all information and facts presented in this report are true to the best of my

knowledge and based on my research. I have not submitted this report in any other

university. The topic of my study was “A STUDY ON EFFECTIVENESS OF

ONLINE CHANNELS IN SERVICE DELIVERY” at HDFC BANK, DELHI.

(Komal pundir)

Date ………………Place………………

ACKNOWLEDGEMENT

I take this opportunity to express my profound and sincere gratitude to everyone who assisted me in the completion of this study.

I am thankful to Dr Surekha Rana (HOD),Dr Bindu Arora,Dr Patiraj Kumari, Ms Poonam painuly and other faculty members, for their valuable encouragement and providing other assistances whenever required.

I take the privilege of offering deep sense of gratitude and indebtedness to Mr. Nitin Jain for providing me help to prepare this project report and his valuable inspiration to carry out this project.

I express my sincere gratitude to my company guide Mrs. Sonal (Team Leader) for her guidance during the course of my training. Her sound advice has been well taken by me and it is largely due to his patience that I was able to accomplish my target. He has been most accommodating and supportive and has made my experience a pleasant one.

(KOMALPUNDIIR)

PREFACE

This research study on the subject “Effectiveness of channels (online) in service delivery”

has been conducted by me as a partial fulfillment of the degree of Masters of Business

Administration (Business Economics).I got the opportunity to carry out this study at

HDFC bank ltd. Delhi..In this report all the important aspects related to online channel

and their effect on service delivery have been covered.

CONTENTS

• DECLARATION

• ACKNOWEDGEMENT

• PREFACE

CHAPTER-1

• COMPANY PROFILE

• VISION & MISSION

• ACHIEVEMENTS

• LEADERSHIP TEAM

CHAPTER-2

• OBJECTIVES OF THE STUDY

• REASERCH METHODOLOGY

CHAPTER-3

• INTRODUCTION

• EFFECTIVENESS OF CHANNELS (ONLINE) IN

SERVICE DELIVERY

• SWOT ANALYSIS

CHAPTER-4

• DATA ANALYSIS

• FINDINGS

• CONCLUSION

• SUGGESTIONS

• LIMITATION OF THE STUDY

• BIBLIOGRAPHY

• ANNEXURE

CHAPTER-1

• COMPANY PROFILE

• VISION & MISSION

• ACHIEVEMENTS

• LEADERSHIP TEAM

COMPANY PROFILE

Housing Development Finance Corporation Limited, more popularly known as HDFC

Bank Ltd, was established in the year 1994, as a part of the liberalization of the Indian

Banking Industry by Reserve Bank of India (RBI). It was one of the first banks to receive

an 'in principle' approval from RBI, for setting up a bank in the private sector. The bank

was incorporated with the name 'HDFC Bank Limited', with its registered office in

Mumbai. The following year, it started its operations as a Scheduled Commercial Bank.

Today, the bank boasts of as many as 1412 branches and over 3275 ATMs across India.

Amalgamations

In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a private sector

bank promoted by Bennett, Coleman & Co. / Times Group). With this, HDFC and Times

became the first two private banks in the New Generation Private Sector Banks to have

gone through a merger. In 2008, RBI approved the amalgamation of Centurion Bank of

Punjab with HDFC Bank. With this, the Deposits of the merged entity became Rs.

1,22,000 crore, while the Advances were Rs. 89,000 crore and Balance Sheet size was

Rs. 1,63,000 crore.

Tech-Savvy

HDFC Bank has always prided itself on a highly automated environment, be it in terms of

information technology or communication systems. All the branches of the bank boast of

online connectivity with the other, ensuring speedy funds transfer for the clients. At the

same time, the bank's branch network and Automated Teller Machines (ATMs) allow

multi-branch access to retail clients. The bank makes use of its up-to-date technology,

along with market position and expertise, to create a competitive advantage and build

market share.

Capital Structure

At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5 billion), of

this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of equity share, the

HDFC Group holds 19.4%. Foreign Institutional Investors (FIIs) have around 28% of the

equity and about 17.6% is held by the ADS Depository (in respect of the bank's

American Depository Shares (ADS) Issue). The bank has about 570,000 shareholders. Its

shares find a listing on the Stock Exchange, Mumbai and National Stock Exchange, while

its American Depository Shares are listed on the New York Stock Exchange (NYSE),

under the symbol 'HDB'.

Products & Services

Personal Banking

Savings Accounts

Salary Accounts

Current Accounts

Fixed Deposits

Demat Account

Safe Deposit Lockers

Loans

Credit Cards

Debit Cards

Prepaid Cards

Investments & Insurance

Forex Services

Payment Services

NetBanking

InstaAlerts

MobileBanking

InstaQuery

ATM

PhoneBanking

NRI Banking

Rupee Savings Accounts

Rupee Current Accounts

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

Quickremit (North America, UK, Europe, Southeast Asia)

IndiaLink (Middle East, Africa)

Cheque LockBox

Telegraphic / Wire Transfer

Funds Transfer through Cheques / DDs / TCs

Mutual Funds

Private Banking

Portfolio Investment Schemes

Loans

Payment Services

NetBanking

InstaAlerts

MobileBanking

InstaQuery

ATM

PhoneBanking

VISSION AND MISSION

Mission

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.

Vision

To be a progressive bank with strong brand equity, enhancing value for all the stake

holders through excellence in performance and good governance.

Our Goal

• Create best value for Customers, Shareholders and all Stake holders

• Achieve impeccable reputation and credentials through best business practices

Achievements

HDFC Bank 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, we are proud to say that we are

well on our way towards that goal.

2011

Bloomberg TV’s Financial Leadership Awards 2011 Best Bank

IBA Banking Technology Awards 2010 Winner -

1) Technology Bank of the Year

2) Best Online Bank

3) Best Customer Initiative

4) Best Use of Business Intelligence

5) Best Risk Management System

Runners Up -

Best Financial Inclusion

IDC FIIA Awards 2011 Excellence in Customer Experience

2010

Outlook Money 2010 Awards Best Bank

Business world Best Bank Awards 2010 Best Bank (Large)

Teacher's Achievement Awards 2010 (Business) Mr. Aditya Puri

The Banker and PWM 2010 Global Private Banking Awards Best Private Bank in

India

Economic Times Awards for Corporate Excellence 2010 Business Leader of the Year

- Mr. Aditya Puri

Forbes Asia Feb. 50 Companies - 5th year in a row

NDTV Business Leadership Awards 2010 Best Private Sector Bank

The Banker Magazine World's Top 1000 Banks

MIS Asia IT Excellence Award 2010 BEST BOTTOM-LINE I.T. Category

Dun & Bradstreet Banking Awards 2010 Overall Best Bank

Best Private Sector Bank

Best Private Sector Bank in SME Financing

Institutional Investor Magazine Poll HDFC Bank MD, Mr. Aditya Puri among "Asian

Captains of Finance 2010"

IDRBT Technology 2009 Awards Winner - 1) IT Infrastructure 2) Use of IT within

the Bank

Runners-up - IT Governance (Large Banks)

ACI Excellence Awards 2010 Highly Commended - Asia Pacific HDFC Bank

FE-EVI Green Business Leadership Award Best performer in the Banking category

Celent's 2010 Banking Innovation Award Model Bank Award

Avaya Global Connect 2010 Customer Responsiveness Award - Banking & Financial

Services category

Forbes Top 2000 Companies Our Bank at 632nd position and among 130 Global

High Performers

Financial Express - Ernst & Young Survey 2009-10 Best New Private Sector Bank

Best in Growth

Best in strength

Asian Banker Excellence Awards 2010 Best Retail Bank in India

Excellence in Automobile Lending

Best M&A Integration

Technology Implementation

The Asset Triple A Awards Best Cash Management Bank in India

Euromoney Private Banking and Wealth Management Poll 2010 1) Best Local Bank

in India (second year in a row) 2) Best Private Banking Services overall (moved up

from No. 2 last year)

Financial Insights Innovation Awards 2010 Innovation in Branch Operations - Server

Consolidation Project

Global Finance Award Best Trade Finance Provider in India for 2010

2 Banking Technology Awards 2009 1) Best Risk Management Initiative and 2) Best

Use of Business Intelligence.

SPJIMR Marketing Impact Awards (SMIA) 2010 2nd Prize

Business Today Best Employer Survey Listed in top 10 Best Employers in the

country

We are aware that all these awards are mere milestones in the continuing, never-ending

journey of providing excellent service to our customers. We are confident, however, that

with your feedback and support, we will be able to maintain and improve our services.

Leadership Team

BOARD OF DIRECTORS

MR ADITYA PURI, (MANAGING DIRECTOR)

MR JAGDISH KAPOOR (CHAIRMANOF HDFC BANK)

MR HARISH (ENGINEER EXECTIVE DIRECTOR)

MR KEKI M MISTRY(DIRECTOR)

MR ASHIM SAMANTA(DIRECTOR)

MR ARVIND PANDEY(DIRECTOR)

MR RENU KARNAD(DIRECTOR)

MR CM VASUDEV(DIRECTOR)

MR GAUTAM DIVAN(DIRECTOR)

CHAPTER-2• OBJECTIVES OF THE STUDY

• REASERCH METHODOLOGY

The Objectives of the study

The objectives of the study are as under:

1. To find out how online services can be improved.

2. To analyze the risk to switch to online services delivery.

3. To analyze the convenience of service which are provided online.

4. To identify tactics that help to motivate channel members to achieve revenue.

.

RESEARCH METHDOLOGY

Nature of the study

The present research study Exploratory and Descriptive in nature.

Data collection tool

Primary Data : The data used in the project is mainly primary in nature. This

Information had been collected from personal interviews and

Questionnaire (close ended)

Secondary Data : It is collected through booklets of the company and internet.

Sampling

Population : Bank employee and visitors

Sample Size : 100

Sampling technique: convenience sampling

Statistical tool

Data in data analysis section has been represented through pie charts.

Research procedure

The questionnaires were distributed among the people and help was given them to

understanding the questions. I have also used observation method for the study.

CHAPTER-3• INTRODUCTION

• EFFECTIVENESS OF CHANNELS (ONLINE) IN

SERVICE DELIVERY

• SWOT ANALYSIS

INTRODUCTION

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 Bank 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.

BUISNESS 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 Peosple.

CBoP AND TIMES BANK AMALGAMTION

On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank was

formally approved by Reserve Bank of India to complete the statutory and regulatory

approval process. As per the scheme of amalgamation, shareholders of CBoP received 1

share of HDFC Bank for every 29 shares of CBoP.

The merged entity will have a strong deposit base of around Rs. 1,22,000 crore and net

advances of around Rs. 89,000 crore. The balance sheet size of the combined entity

would beover Rs. 1,63,000 crore. The amalgamation added significant value to HDFC

Bank in terms of increased branch network, geographic reach, and customer base, and a

bigger pool of skilled manpower.

In a milestone transaction in the Indian banking industry, Times Bank Limited (another

new private sector bank promoted by Bennett, Coleman & Co. / Times Group) was

merged with HDFC Bank Ltd., effective February 26, 2000. This was the first merger of

two private banks in the New Generation Private Sector Banks. As per the scheme of

amalgamation approved by the shareholders of both banks and the Reserve Bank of India,

shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of

Times Bank.

DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network

of over 1412 branches spread over 528 cities across India. All branches are linked on an

online real-time basis. Customers in over 500 locations are also serviced through

Telephone Banking. The Bank's expansion plans take into account the need to have a

presence in all major industrial and commercial centers where its corporate customers are

located as well as the need to build a strong retail customer base for both deposits and

loan products. Being clearing/settlement bank to various leading stock exchanges, the

Bank has branches in the centers where the NSE/BSE has a strong and active member

base.

The Bank also has a network of about over 3295 networked ATMs across these cities.

Moreover, HDFC Bank's ATM network can be accessed by all domestic and international

Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express

Credit/Charge cardholders.

TECHNOLOZY

HDFC Bank operates in a highly automated environment in terms of information

technology and communication systems. All the bank's branches have online

connectivity, which enables the bank to offer speedy funds transfer facilities to its

customers. Multi-branch access is also provided to retail customers through the branch

network and Automated Teller Machines (ATMs).

The Bank has made substantial efforts and investments in acquiring the best technology

available internationally, to build the infrastructure for a world class bank. The Bank's

business is supported by scalable and robust systems which ensure that our clients always

get the finest services we offer.

The Bank has prioritized its engagement in technology and the internet as one of its key

goals and has already made significant progress in web-enabling its core businesses. In

each of its businesses, the Bank has succeeded in leveraging its market position, expertise

and technology to create a competitive advantage and build market share.

EFFECTIVENESS OF CHANNELS (ONLINE) IN SERVICE

DELIVERY

Effective management of service firms depends on the understanding of nature of services. If the nature of the service is comprehensively understood, it will lead to efficient operation of a service firm. By nature, any service has four basic characteristics. They are perishing ability, intangibility, inseparability and variability.

These characteristics make the management of services firms different from management of manufacturing firms. Because of this, the service firm has to design a well defined management strategy. The following elements should be considered while evolving the strategy:

1. A well defined target market.2. A well defined service concept.3. A focused operating strategy.4. A well-designed service delivery system.

A well defined target market

Unlike a manufacturing firm, a service firm cannot provide all things to all people. A service firm has to identify groups of customers for a particular service, in which members within each group should have identical qualities. The needs of these customers have to be determined and a service concept has to be developed which provides a competitive advantage.

A well defined service concept

The service concept has to be put in a written form. It should contain how the firm wants its service to be perceived by customers, employees, shareholders, lenders and the society. Which would help not only in identifying the target segment of customers, but also, helps the service provider in serving them effectively?

A focused operating strategy

The operating strategy should describe the way of achieving the service concept. It should contain the decisions about operation, financing, marketing, human resources and control. An accurate operating strategy would help the service firm serve its customers effectively.

A well designed service delivery system

The service delivery system should be designed in such a way that it delivers successfully its operations. The decisions about the various jobs, equipments, facilities, lay outs etc.,

carefully developed should be to attain objectives. A well devised service delivery system would help the service firm to deliver the service effectively to its customers.

.

How to improve service mindedness in employees?

The organizations can maintain service mindedness in the personnel by using three Distinct Strategies.

1. Through power and coerciveness.2. by offering incentives to employees in order to serve better.3. To inculcate a voluntary spirit of service in the personnel.

Service sector continues to achieve the mantle of importance. In the years to come it has to overcome the challenges it faces, through professional management approach. Effectiveness of service is more important than who manages them.

Managing Service Quality

One of the major ways to differentiate itself from its competitors is by delivering consistently a higher service. Many companies find that outstanding service quality can give them a potent competitive advantage leading to superior sales and profit performance. Though, greater service quality results in greater consumer satisfaction, it also requires higher costs.Service firms cannot always meet customers €™ service quality desires. It is a tradeoff between customer satisfaction and company profitability.

SWOT ANALYSIS

SWOT of HDFC Bank

Strengths: -

1. Right strategy for the right products.

2. Superior customer service vs. competitors.

3. Great Brand Image.

4. Products have required accreditation.

5. High degree of customer satisfaction.

6. Good place to work

7. Lower response time with efficient and effective service.

8. Dedicated workforce aiming at making a long-term career in the field.

Weakness: –

1. Some gaps in range for certain sectors.

2. Customer service staff needs training.

3. Processes and systems, etc

4. Management covers insufficient.

5. Sectoral growth is constrained by low unemployment levels and competition for staff

Opportunities: –

1. Profit margins will be good.

2. Could extend to overseas broadly.

3. New specialist applications.

4. Could seek better customer deals.

5. Fast-track career development opportunities on an industry-wide basis.

6. An applied research center to create opportunities for developing techniques to provide

added-value services.

Threats: -

1. Legislation could impact.

2. Great risk involved

3. Very high competition prevailing in the industry.

4. Vulnerable to reactive attack by major competitors.

5. Lack of infrastructure in rural areas could constrain investment.

6. High volume/low cost market is intensely competitive Strength

CHAPTER-4• DATA ANALYSIS

• FINDINGS

• CONCLUSION

• SUGGESTIONS

• LIMITATION

DATA ANALYSIS

1. Occupation of the respondents

Table No-1

Bank employee

50

Businessman 30Students 10Servicemen 10

Graph No-2

Interpretation:

This graph shows that occupation of the respondents in which 50 are bank employees, 30

businessmen, 15 students and 35 are servicemen.

2. PREFERANCE TO ONLINE SERVICE DELIVERY

Table No-2

Graph No-2

Interpretation:

This graph indicates that 80 people prefer online service delivery and 20 do not prefer

because of less knowledge of online services.

Yes 80No 20

3. FACTOR THAT DETERMINE WHETHER IF ONLINE SERVICES ARE CONVENIENT

TableNo -3

Graph No-3

Interpretation:

Quick result 40

Right information on net

20

Timesaving 25

Easy to access to service

15

This graph indicates that 40 people say that main factor which determine the

conveniences of online services is quick result, 20 say that right information which is

available in online services, 25 Say timesaving and 15 say easy to access to service

Are the main factors of conveniences of online service.

4. FACTOR THAT EFFECT THE EFFECTIVENESS OF SERVICE DELIVERY

Table No-4

Knowledge of services 25Service itself 25Timeliness 20Easy access to services 30

Graph NO-4

Interpretation:

This graph indicates that knowledge, good services ,timeliness, and the most important is

easiness to access to service are some of the important factor which affect the

effectiveness of the service delivery

5 MOST PREFERABLE ONLINE SERVICE

Table No-5

Graph No-5

Interpretation:

For books 20

For clothes 5

Online banking

75

This graph indicates that online banking is the most preferable online service than others. Because people mostly used online banking services than other online services like purchasing book and clothes online.

6. BARRIER IN ONLINE SERVICE DELIVERY

Table No-6

Graph No-6

Miscommunication 50

Bad Feedback 20

Low quality 30

Interpretation:

This graph indicates that miscommunication, bad feedback and low quality service

delivery are some of the main barrier in online service delivery.

7. SATISFACTION OF CUSTOMER ABOUT ONLINE BANKING

SERVICES

Table No-7

YES 80NO 20

Graph NO-7

Interpretation:

This graph shows that mostly people are satisfied with online banking services because of

its convenient and time saving facilities like they can request a demand draft, view

account balances and statements, pay bills and lots more. Still there are also some people

who are not satisfied because of miscommunication, bad feedback, and low quality of

services.

8. TACTICS THAT HELP TO MOTIVATE CHANNEL MEMBERS

Table No-8

High quality management support

15

Attractive payment 10Strong Reputation 10

Extensive training 15

Graph No-8

Interpretation:

This graph shows that high quality management support, attractive payment, strong reputation of the company and extensive training are some of the factors which can motivate to channel members.

9. MOST PREFRABEL BANKING USED BY CUSTOMERS Table No-9 INTERNET BANKING

80

DIRECT visit to BANK

20

Graph No-9

Interpretation:

These graph shows that 80 people like to do internet banking and 20 people prefer direct go to bank because besides miscommunication and feedback problem some people also faced fraud cases by online services.

10. REASONS FOR CHOOSEN HDFC BANK’S SERVICES

Table No-10

Advertisement 20

Goodwill 40

Recommendation 30

Relation 10

Graph No-10

Interpretation:

This graph shows advertisement, goodwill; recommendation and past relation are some main reason of which people prefer HDFC BANK than other.

11. FACTOR DETERMINING THE QUALITY OF SERVICES

Table No-11

High standard of

services

20

Good product 25

Right Strategy 30

Accreditation 25

Graph No-11

Interpretation:

This graph shows that high standard of services, good product, right Strategy and certification of the organization are some of the main factor that determine the quality of services

12.SERVICES THAT MAKES ONLINE BANKING CONVENIENT

Facility:-To View account balances and statement.-To Transfer fund- To pay bills-To Order a cheque book -To create fixed deposits online

Online banking services have lot of facilities which make online services better. facility

to view account balances and statements, transfer fund ,to pay utility bills ,to order

cheque book ,to create fixed deposits online are some of the main services besides these

some facilities like request a demand draft and request stop payment on cheque are also

available in online services.

13. TARGET MARKET FOR ONLINE SERVICES

1. Industries

2. Small business trust

3. Non profit corporation

4. customers

The target market for online services comprises industries, small business trust ,non profit

corporation and upper and middle income customers. In this way we can say that target

market for online services is so wide.

FINDINGS

1. People are happy with their current online banking experience because they do

not have time to go to the banks to queue up for something if they could it over

on the internet

2. Now a day’s people have started getting conscious towards online services in

metro cities.

3. Online services are much faster than others.

4. Some people are not satisfied with online services because of fraud they had

experienced.

5. Miscommunication, bad feedback and low quality of services are main factors

which has been face by many users.

6. Online banking services are more preferable then other online services.

7. HDFC Bank offers a wide range of commercial and transactional banking

services and Treasury product to wholesale and retail customer.

8. The bank has three key business segment

(a)Wholesale banking services

(b) Retail banking

(c)Treasury

9. Target market is quite wide for online banking services. corporate banking

Market is one of the most important targets markets of online banking services:

These markets target the industries and fulfill their needs.

10 Their is also some lacking in online services in there responsiveness, Competence

and understanding customers.

CONCLUSION

On the basis of the study it has been concluded that mostly people give preferences to

online banking services. Because they are so busy and do not have time to go in banks so

these services becoming more popular. There is high risk to switch to online service

delivery due to miscommunication and other barriers.

Online Banking services are as convenient as they are easy to access and save time but

everyone does not know about it yet. Online banking services are most preferable online

services than others.

As every coin has two sides there is also some drawback in online banking services.

Miscommunication, bed feedback and low quality of the services shows some drawback

of online banking services.

Online services can be improved by improving quality of services and by giving good

feedback to the user. and this is only possible when channel member have good

knowledge of services and service concept is clear to them that how to deliver services

effectively.

SUGGESTIONS

1. For effective online service delivery the target market should be well defined.

because everyone does not want same thing or same product. so the need of any

particular market should be clear to all channel member.

2. Service concept should be clear which would help not only in identifying the

target segment of customer but also help the service provider in serving them

effectively

3. In focus on service delivery, public services also need to focus on the need to

develop internal work place environment that will ensure a way that delivers high

quality services.

4. Channel members should focus towards operating strategy so that they can

develop services that attract target costumers and address efficiently in the Indian

financial market

5. Employee should be motivated by offering incentive in order to serve better.

LIMITATIONS OF SURVEY

The following are the limitations:

1. Sometimes due to lack of respondents support it has become difficult to get

required information.

2. Some respondents might have provided biased or incorrect answers.

3. Time was the major constraints.

4. Sample size is quite small to represent the situation

BIBLIOGRAPHY

BIBLIOGRAPHY

BOOKS;

KOTLER, PHILIP.MARKETING MANAGEMENT.PRENTICE HALL OF INDIA

PVT.LTD: NEW DELHI.

KOTHARI.C.R.RESEARCH METHODOLOGY .VISHWA

PUBLICATION: NEW DELHI.

MAGAZINE;

BUSINESS TODAY

NEWSPAPER;

TIMES OF INDIA

WEBSITES

www.google.com

www.hdfc.com

QUESTIONNAIRE

Name: ______________ Age_____________

Address :_____________ Contact No.__________

Date: ____________

Q.1.What is your Occupation?(a) Bank Employees (b) Business man(c) Student (d) Serviceman

Q.2.Do you Prefer online services?(a) Yes (b) no

Q.3.What are the Factor that determining whether online services are convenient? (a)Quick result (b) right information on net(c)Timesaving (d) easy to access to services

Q.4.What are the Factors that affect the effectiveness of service delivery ?

a) Knowledge (b) Service itself c) Timeliness (d) Easy to access service

Q.5.Whch is the most Preferable online service (shopping base) ?(a) Clothes (b) books(c) Online Banking.

Q.6.What is the Barrier in online service Delivery?(a) Miscommunication (b) bad feedback (c) Low quality of services

Q.7.Do you satisfied from online banking services?(a) Yes (b) no

Q.8.What is the tactics that help to motivate channel member?(a) High quality management support

(b) Attractive payment and benefit.(c) Strong reputation

(d) Extensive training

Q.9.Which is the most preferable banking?

(a) Internet banking (b)Direct visit to bank

Q.10.What are the reason for chooses HDFC bank?

(a)Advertisement (b) Goodwill(c)Recommendation (d) Relations

Q.11. what are the factor that determines the quality of services?(a) High standard of services (b)right strategy(c) Good product (d) Accreditations