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The last twelve years have been very fulfilling. We can of course wax eloquent about it in so many ways, butthey say, figures don't lie, so we will let the figures do all the talking. They will give you a fair idea of how wehave grown in the past few years.
Products of HDFC BANK
Savings AccountsRegular Savings AccountSavings Plus AccountSavingsMax Account
Demat AccountCurrent AccountsPremium Current AccountRegular Current AccountReimbursement Current AccountSalary Accounts
Payroll
Classic
Regular
Premium
Defence Salary Account
Remarks On Allotment of Shares From The First Date
70 Subscriber to the Memorandum & Articles of Association On 12.09.1994And Now :-
13582000 On 29.06.2007333187008Allotment of Shares to HDFC Limited on preferancial basis
.
2
Financial Information
http://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/savings_plus.htmhttp://www.hdfcbank.com/personal/accounts/savings_max.htmhttp://www.hdfcbank.com/personal/accounts/depository_services.htmhttp://www.hdfcbank.com/personal/accounts/premium_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/reimbursement_acc.htmhttp://www.hdfcbank.com/personal/accounts/payroll_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/classic_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/premium_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/defence_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/savings_plus.htmhttp://www.hdfcbank.com/personal/accounts/savings_max.htmhttp://www.hdfcbank.com/personal/accounts/depository_services.htmhttp://www.hdfcbank.com/personal/accounts/premium_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/reimbursement_acc.htmhttp://www.hdfcbank.com/personal/accounts/payroll_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/classic_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/premium_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/defence_acc.htm7/29/2019 Hdfc Final My Document
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WorkProfile
[Roles & Responsibilities]
Live Experience
HDFC BANK IN THE NEWS
HDFC Bank Agrees to Sell 6,644,665 American Depositary Shares at $39.26 per
ADS
Mumbai, India - January 20, 2005 - HDFC Bank Limited (NYSE: HDB) announced
today that it has priced its public offering of 6,644,665 American Depositary Shares,
each representing three equity shares, at $39.26, the closing price of the ADSs on the
NYSE on Thursday, January 20, 2005. The offering price is equivalent to a price (in
Indian Rupees) of Rs. 571.89 per equity share at the January 20, 2005 exchange rate.
Merrill Lynch International and Morgan Stanley are the joint global coordinators and
joint bookrunners for the offering.
Net proceeds from the offering are expected to be approximately $253.4 million and
will be used for funding future growth. As part of the offering, HDFC Bank has
granted the underwriters an over-allotment option to purchase an additional 996,700
American Depositary Shares. The offering is scheduled to close on January 25, 2005.
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HDFC Bank is a leading private sector bank and financial services company in India.
It offers a wide range of financial products and services to retail and wholesale
customers. Its ADSs are listed on the NYSE and its equity shares are listed on the
National Stock Exchange of India Limited and The Stock Exchange, Mumbai.
STUDENTS CONTRIBUTION TO THE ORGANIZATION :
1. Removal of documentation in the opening of account thereby
facilitating in error free account activation.
2. Earlier the account used to get activated in 7-8 working days, but we
reduced that period to 5-7 working days in a very short span of time,
with proper coordination among the team member.
3. Increasing the share of account opened by HDFC bank in Wipro
technologies.
4. Providing value added services to the customer of HDFC bank by
assisting them in understanding the services they can avail through
saving/salary account.
TABLE SHOWING DISTRIBUTION OF AGE
(TABLE NO. 1)
AGE GROUP NO. OF RESPONDENTS PERCENTAGE
20 - 30 22 22%30 - 40 43 43%
40 AND ABOVE 35 35%
TOTAL 100 100%
ANALYSIS
The above table shows that 22% of the respondents fall under the age
group of 20 30 years ,43% of the respondents fall under age group of 30
40 years and 35% of the respondents belonging to age group of 40 and
above years.
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INFERENCE
Hence it clearly shows that the majority of the respondents fall under the age
group of 30 40 years i.e 43%.
GRAPH 1
TABLE SHOWING DISTRIBUTION OF SEX OR GENDER
(TABLE NO. 2)
GENDER NO. OF RESPONDENTS PERCENTAGE
FEMALE 43 43%
MALE 57 57%
TOTAL 100 100%
ANALYSIS
The table shows that there are 57% of male respondents and 43% of
female respondents.
INFERENCE
Thus the table clearly shows that the majority of the respondents are male i.e
57%.
GRAPH 2
20 - 30
22%
30 - 40
43%
40 and
above35%
CHART SHOWING
DISTRIBUTION OF AGE
GROUP
20 - 30
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CHART SHOWING DISTRIBUTION OF
GENDER
0%
10%
20%
30%
40%
50%
60%
male female
Series1
TABLE SHOWING THE DISTRIBUTION OF MARITAL STATUS
( TABLE NO. 3)
MARITAL STATUS NO. OF RESPONDENTS PERCENTAGEMARRIED 68 68%
SINGLE 32 32%
TOTAL 100 100%
ANALYSIS
According to the table 68% of the respondents are married and 32% of
the respondents are single.
INFERENCE
The table clearly shows that the majority of the respondents are married that is
68%.
GRAPH 3
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0%
10%
20%
30%
40%
50%
60%
70%
1MARITAL STATUS
CHART SHOWING THE
DISTRIBUTION OF MARITAL
STATUS
married
TABLE SHOWING THE DISTRIBUTION OF THE MONTHLY
HOUSEHOLD INCOME
(TABLE NO. 4)
MONTHLY HOUSEHOLD INCOME NO. OF RESPONDENTS PERCENTAGE
LESS THAN RS 10,000 0 0%RS 10,000 RS 20,000 23 23%
MORE THAN RS 20,000 77 77%
TOTAL 100 100%
ANALYSIS
The above table shows that there are no respondents who have a monthly
household income of less than Rs 10,000, there are 23% of the respondents
who fall under Rs 10,000 Rs 20,000 household income and 77% fall under
the more than Rs 20,000 household income category.
INFERENCE
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The table clearly shows that the majority of the respondents have more than
Rs 20,000 of monthly household income, that is 77%.
GRAPH 4
CHART SHOWING THE
DISTRIBUTION OF
MONTHLY HOUSEHOLD
INCOME
less thanRs10,000Rs10,000 -20,000
TABLE SHOWING THE IMPORTANCE OF A SMILING EMPLOYEE
ACCORDING TO A CUSTOMER
(TABLE NO.5)
IMPORTANCE NO. OF RESPONDENTS PERCENTAGE
VERY IMPORTANT 55 55%
SOMEWHAT IMPORTANT 20 20%
NOT SO IMPORTANT 20 20%
NOT AT ALL IMPORTANT 5 5%
TOTAL 100 100%
ANALYSIS
According to the table 55% of the respondents feel its extremely important
for a employee to welcome a customer with a smile,20% respondents think
its somewhat important while 20% feel its not so important and 5% think
its not at all important.
INFERENCE
Hence when a customer enters the bank , he looks for a smiling employee to
welcome him, its extremely important to him(55% of respondents think its veryimportant).
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GRAPH 5
veryimportant
55%
somewhatimportant
20%
not soimportant
20%
not at allimportant
5%
CHART SHOWING THE IMPORTANCE OF A
SMILING EMPLOYEE
very important
somewhat important
not so impo rtant
no t at all i mportant
TABLE SHOWING THE IMPORTANCE OF THE SIZE OF THE
CHEQUE BOOK ACCORDING TO THE CUSTOMERS
(TABLE NO. 6)
IMPORTANCE NO. OF RESPONDENTS PERCENTAGE
VERY IMPORTANT 20 20%
SOMEWHAT IMPORTANT 45 45%
NOT SO IMPORTANT 30 30%
NOT AT ALL IMPORTANT 5 5%
TOTAL 100 100%
ANALYSIS
The table shows that according to the 20% of the respondents its very
important that the cheque book size is appropriate,30% of the respondents
think its not so important,5% of the respondents think its not at all
important while 45% of the respondents think its somewhat important.
INFERENCE
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Hence the table clearly shows that the majority of the respondents think its
somewhat important for the cheque book size to be appropriate.
GRAPH 6
0%5%
10%15%20%25%
30%35%40%45%50%
CHART SHOWING THEIMPORTANCE OF THE SIZE OF
THE CHEQUE BOOK
Series1
TABLE SHOWING THE IMPORTANCE OF THE BANK TIMING
ACCORDING TO THE CUSTOMERS
(TABLE NO. 7)
IMPORTANCE NO. OF
RESPONDENTS
PERCENTAGE
VERY IMPORTANT 65 65%
SOMEWHAT IMPORTANT 20 20%
NOT SO IMPORTANT 15 15%
NOT AT ALL IMPORTANT 0 0%
TOTAL 100 100%
ANALYSIS
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The above table relates that the 65% of the respondents think its
extremely important for the bank timing to be convenient,20% of the
respondents think its somewhat important,15% of the respondents think its
not so important while none of them think its not at all important.
INFERENCE
Table number 7 clearly shows that majority of the customers think that its
very important that the bank timings are convenient i.e 65%
GRAPH 7
0%
10%
20%
30%
40%
50%
60%
70%
CHART SHOWING THE
IMPORTANCE OF THE BANKTIMING
Series1
TABLE SHOWING THE IMPORTANCE OF THE ATM FACILITY
ACCORDING TO THE CUSTOMERS
(TABLE NO. 8)
IMPORTANCE NO. OF RESPONDENTS PERCENTAGEVERY IMPORTANT 80 80%
SOMEWHAT IMPORTANT 20 20%
NOT SO IMPORTANT 0 0%
NOT AT ALL IMPORTANT 0 0%
TOTAL 100 100%
ANALYSIS
According to the table above none of the respondents think its not at all
or not so important that the ATM facility should be provided , while 80%
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of the respondents think its very important and 20% of the respondents
think its somewhat important.
INFERENCE
Hence the table clearly shows that the majority of the customers think its very
important that the ATM facility should be provided that is 80%.
GRAPH 8
CHART SHOWING THE IMPORTANCE
OF THE ATM FACILITY
very important
somewhat important
not so important
not at all important
TRANSACTION TIMING
(TABLE NO. 9)
VARAIBLES RESPONDENTS PERCENTAGE
HIGHLY SATISFIED 10 10%
SATISFIED 62 62%
NEUTRAL 23 23%DISSATISFIED 5 5%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
ANALYSIS
From the above table , it can be analyzed that out of 100 respondents 10%
only are highly satisfied with the Transaction timing of the Bank , 62% of
them are satisfied , 23% of them are on the neutral side . Moreover 5% of
them are dissatisfied and none are highly dissatisfied.
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INFERENCE
Therefore, it can be inferred that almost 5% of the respondents are not happy
with the time taken for transaction . This indicates that the customers are not
satisfied with the speed of the transaction .
GRAPH 9
HIGHLYSATISFIED
10%
SATISFIED62%
NEUTRAL23%
DISSATISFIED
5%HIGHLYDISSATISFIED
0%
CHART ON SATISFACTION LEVEL
REGARDING TRANSACTION TIMING
HIGHLY SATISFIED
SATISFIED
NEUTRAL
DISSATISFIED
CUSTOMER CARE IN HDFC BANK
(TABLE NO. 10)
VARAIBLES RESPONDENTS PERCENTAGE
HIGHLY SATISFIED 12 12%
SATISFIED 63 63%
NEUTRAL 21 21%
DISSATISFIED 4 4%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
ANALYSIS
The above table shows that out of 100 respondents 12% are highly
satisfied with the Customer Care of the HDFC Bank ,63% of them are
satisfied and 21% are neutral, moreover 4% of them are dissatisfied and
none of them are highly dissatisfied.
INFERENCE
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In todays world customer care is one of the most important criteria as it
helps the organization to retain their or add market share . Therefore , HDFC
should work towards the 4% dissatisfied customers either by training the
employees or making the procedure customer friendly
GRAPH 10
HIGHLYSATISFIED
12%
SATISFIED63%
NEUTRAL21%
DISSATISFIED4%
HIGHLYDISSATISFIED
0%
CHART ON SATISFACTION LEVEL REGARDING
CUSTOMER CARE
HIGHLY SATISFIED
SATISFIEDNEUTRAL
DISSATISFIED
HIGHLY DISSATISFIE
OVERALL SERVICE PROVIDED
(TABLE NO. 11)
VARAIBLES RESPONDENTS PERCENTAGEHIGHLY SATISFIED 8 8%
SATISFIED 61 61%
NEUTRAL 22 22%
DISSATISFIED 9 9%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
ANALYSISAs per the above table it can analyzed that only 8% of the respondents
are highly satisfied with the overall services provided by HDFC Bank ,
61% of them are satisfied while 22% of them are on the neutral side, 9%
of them are dissatisfied and none are highly dissatisfied .
INFERENCE
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Hence the table clearly shows that the 9% of the customers are not satisfied
with the overall services provided by the Bank but on the same side its a
good sign that 61% of them are satisfied .
GRAPH 11
0% 10% 20% 30% 40% 50% 60% 70%HIGHLY
SATISFIE
D
DISSATIS
FIED
CHART SHOWING THE SATISFACTION LEVEL
REGARDING OVERALL SERVICES PROVIDED
Series1
SPECIAL SCHEMES PROVIDED
(TABLE NO. 12)
VARAIBLES RESPONDENTS PERCENTAGEHIGHLY SATISFIED 2 2%
SATISFIED 55 55%
NEUTRAL 33 33%
DISSATISFIED 10 10%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
ANALYSIS
The above table shows that 2% of the respondents are highly satisfied
with the special schemes provided in HDFC Bank , 55% of the respondents
are satisfied, whereas 33% are on the neutral side and 10% of the
customers are dissatisfied , none are highly dissatisfied.
INFERENCE
Hence , HDFC Bank has only 2% of the customers who are highly satisfied
with the special schemes provided , the bank should introduce many more
special schemes as 10% of the respondents are dissatisfied .
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GRAPH 12
CHART SHOWING THE
SATISFACTION LEVEL REGARDING
SPECIAL SCHEMES PROVIDED
highly satisfied
satisfied
neutral
dissatisfied
highly dissatisfied
TIME TAKEN FOR GRIEVANCES HANDLING
(TABLE NO. 13)
VARAIBLES RESPONDENTS PERCENTAGE
HIGHLY SATISFIED 11 11%
SATISFIED 59 59%
NEUTRAL 22 22%
DISSATISFIED 8 8%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
ANALYSIS
The above table shows that 11% of the respondents are highly satisfied
with the time taken for grievances handling 59% of the customers are
satisfied, but 22% of the respondents are on the neutral side, whereas 8%of them are dissatisfied and none are highly dissatisfied.
INFERENCE
Thus , its very clear from the table above that 8% of the customers are
dissatisfied with the time taken for grievances handling , the bank needs to
work towards these 8% of the respondents for better reputation and market
share .
GRAPH 13
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CHART SHOWING THE
SATISFACTION LEVEL REGARDING
TIME TAKEN FOR GRIEVANCES
HANDLING
highly satisfied
satisfied
neutral
dissatisfied
highly dissatisfied
CHEQUE BOOK FACILITIES
(TABLE NO. 14)
VARAIBLES RESPONDENTS PERCENTAGE
HIGHLY SATISFIED 24 24%SATISFIED 53 53%
NEUTRAL 23 23%
DISSATISFIED 0 0%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
ANALYSIS
The table above shows very clearly that none of the respondents are
dissatisfied nor highly dissatisfied with the cheque book facilities provided,
whereas 24% of the customers are highly satisfied , 53% of them are
satisfied and 23% of the respondents are on the neutral side .
INFERENCE
Hence , according to the table the results are very positive there are no
respondents dissatisfied with the cheque book facilities provided by HDFC
Bank thus the bank should strive towards highly satisfying the customers whichis only 24% .
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GRAPH 14
0 %
5 0 %
1 0 0 %
high ly
s a t i s f i e d
n e u t ra l h ig h ly
d i s s a t i s f i e d
C H A R T S H O W IN G T H E
S A T IS F A C T IO N L E V E L R E G
T H E C H E Q U E B O O K F AC I
S eries
FLEXIBILITY IN OPERATION
(TABLE NO. 15)
VARAIBLES RESPONDENTS PERCENTAGE
HIGHLY SATISFIED 13 13%
SATISFIED 61 61%
NEUTRAL 16 16%
DISSATISFIED 10 10%
HIGHLY DISSATISFIED 0 0%
TOTAL 100 100%
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ANALYSIS
From the table above we analyze that 13% of the respondents are highly
satisfied with the flexibility in operation carried out by the Bank , 61% of
them are satisfied while 16% of them are neutral , whereas 16% of the
customers are dissatisfied and none are highly dissatisfied .
INFERENCE
Thus , the table clearly shows that none are highly dissatisfied by the flexibility
in operation carried out but 10% of the respondents are dissatisfied hence the
Bank has to work towards them for better company prestige .
GRAPH 15
C H A R T S H O W IN G T H
S A T IS F A C T IO N L E V E L R E
T H E F L E X IB L IT Y IN O P E R
0 %1 0 %2 0 %3 0 %4 0 %5 0 %6 0 %7 0 %
highly
satisfied
satisfied
neutral
dissatisfied
highly
dissatisfied
S er ie s
TABLE SHOWING THE INCOME AND AGE RELATION TO
CUSTOMER
(TABLE NO. 16)
Income/Age 20 - 30 30 - 40 40 and above total
less than 10,000 0 0 0 0
10,000 - 20,000 8 12 3 23more than 20,000 14 31 32 77
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total 22 43 35 100
ANALYSIS
The above table clearly shows that majority of the account holders in
HDFC ,bank belong to the age group of 40 and above and have an income
level of more than Rs 20 ,000
GRAPH 16
0
20
40
60
80
100
120
20 - 30 30 - 40 40 and
above
total
less than 10,000
10,000 - 20,000
more than 20,000
total
TABLE SHOWING THE AGE AND GENDER IN RELATION TO THE
CUSTOMERS
(TABLE NO. 17)
GENDER/AGE 20 - 30 30 - 40 40 AND ABOVE TOTALMALE 14 27 16 57
FEMALE 8 16 19 43
TOTAL 22 43 35 100
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The above table clearly shows that the most of the respondents are between 20
30 years of age group and are male
GRAPH 17
14
27
16
57
8
16
19
43
22
43
35
100
0 20 40 60 80 100 120
20 - 30
30 - 40
40 AND ABOVE
TOTAL
MALE FEMALE TOTAL
Hence, we conclude by understanding that marketing concepts is essentially
about the few things which contribute to the banks success:
The bank cannot exist by customer.
The purpose of a bank is to create, win and keep a
customer. The customer is and should be the central focus of
everything the bank does.
Ultimate aim of a bank is to deliver satisfaction to the
customers.
Customer satisfaction is affected by the performance of all
the personnel of the bank.
It is also a way of organizing the bank. The starting point
for the organizational design should be the customer and the
bank should ensure that the services are performed and
delivered in the most effective way. Service facility should
also be designed for customer convenience.
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Chapter 4
STATEMENT OF THE PROBLEM
In todays era of cutthroat competition, it is of an uttermost importance to gain a
cutting edge over the competition, and develop a large market share. This is
only possible if there is a large customer base for the company. The company
must gain confidence of the customers and provide services par excellence.
Therefore, undertaking the project helps in assessing the customer care level of
HDFC BANK. The study is applied descriptive as well as diagnostic in nature. It
also tends to find the customer view about important aspects of the services. At
the same time it was intended to find the customer view about the product and
the quality of service improvement. In short this the problem can be defined as:
Are customers satisfied with the services at HDFC?
SCOPE OF STUDY
As the competition level in the banking sector is ever increasing, it becomes
indispensable for the company (HDFC) to conduct the study on the perception
and satisfaction level of its customers. This study will help the company in
making its new strategies to satisfy its customer in the ways in which he or she
wants to be satisfied and to the company its position in the market.
The study on customer satisfaction has the geographical coverage limited to
Banshankari only. This study will help the company to know in detail about the
customer perception and their attitude towards the company services and
products. The company will gain the feedback from the customer to improve its
products and quality of service.
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RESEARCH OBJECTIVES:
To evaluate the perception level of the account holders towards HDFC BANK
To study the importance of customer relationship in service industry.
To study the impact of customer relationship management on bank customers.
To analyse the expectations of banking customers.
To suggest the banks under study to strengthen the customer relations.
To analyse the satisfaction level of customers of HDFC BANK on the following
heads:
Working environment
Customer care
Personal care of the customers
Bank timings
Overall services
Special schemes provided
To realize what are the requisites of the customers and how to go about
improving the quality of services.
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RESEARCH DESIGN
INTRODUCTION:
IMPORTANCE OF SERVICE
Services are activities or benefits that one party offer to
another that are essentially intangible, inseparable, variable, perishable and do
not result in ownership of anything. Service sector dominates the Indian
economy today, contributing more than half of our national income.
IMPORTANCE OF BANKING
Banking can be defined as accepting for the purpose of lending or investment of
deposits from the public, repayable on demand or otherwise and withdraw able
by cheque, draft, orders or otherwise. Banks are playing a crucial role in the
economic development of the country. Banking industry regulates mobilization
and supply of capital to trade and development.
IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT
The aim of CRM is to produce high customer equity. Customer equity is the total
of the discounted lifetime values of all the firms customers. The taste of creating
strong customer loyalty is called customer relationship management.
SAMPLING:
Random sampling method to select a sample of 100 customers among the customersof the HDFC BANK.
METHODOLOGY:
THE METHOD USED OF DATA COLLECTION ARE:
Primary Data
Secondary Data
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PRIMARY DATA: Primary data are datas, which are original in nature, and are
collected by the researcher. The method used to collect the primary data was Survey
Method. The survey method included a structured questionnaire that was given to the
respondent.
SECONDARY DATA: Secondary data are data, which has been collected and
compiled in advance for another needed purpose. Secondary data is an important
method to know the present problem faced by the account holders in the field of
HDFC BANK.
Newspaper Articles , Books , Magazines etc. have been used to prepare the
questionnaire.
PLAN OF ANALYSIS:
Calculations have been done for interpretation such as percentages, averages etc.
This report has been covered with various tables, graphs and charts obtained from
questionnaires.
The data collected from respondents through questionnaire are organized, coded,
processed and tabulated in order to create graphs and charts to make the project
understandable. Chi Square Test is performed on the inferred data to arrive at a
statistical conclusion.
TOOLS FOR DATA COLLECTION
The tool used for data collection is Primarily Questionnaire method. The
questions contained:
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Open ---- Ended Questions
Where the respondent was given a chance to reply or give suggestions to the
Company. This included Free Responses questions where the respondents were
given the freedom to give suggestions.
Close --- Ended Questions
Where the respondent was given a lesser chance to reply. This includes
Multiple Choice Questions where the respondents were given a number of
alternatives.
Scales
Respondents were given a scale whose positions range from HighlySatisfied to Highly Dissatisfied
Area of survey
The area selected to find the satisfactory level was in and around Banshankari.
Sample Unit
The sample was considered to be the Customers of HDFC BANK
Sample Size
Samples sizes of 100 customers are taken from the ATM branch of
Banshankari
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Sample Method
Non profitability sampling i.e convenient sampling method
LIMITATIONS OF THE STUDY:
The study was at the maximum extent restricted to Banshankari area only.
Since the study is based on primary data collected, any bias in the sources of
the data collected would have affected the outcome.
Since the study conducted comparatively on a small-scale sample, the
outcome may not be generalized.
As the study is only conducted in HDFC BANK in a selected branch in
Bangalore, the out come of the study cannot be generalized for HDFC
BANK.
This being an academic study suffers from time and cost constraints.
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CHAPTER 5
SUMMARY OF FINDINGS
This has been equipped with all the related findings of the search conducted. This
research is based on different criteria as per the questionnaire. It deals with the step by
step procedure of the questionnaire.
1.WORKING ENVIRONMENT: In relation to this criterion most of the customers
of the bank are satisfied, but there is a minority of customers who are still looking for
improvement in this aspect.
2. CUSTOMER CARE: This is one area of strength of the bank which it can really
boast off as most of the customers are satisfied when it comes to customer
care.
3.TRANSACTION TIME: There is a mixed response when it comes to transaction
time. A certain section or respondents seem to be satisfied but a substantial number of
customers are looking for faster transaction time.
4. STUDENTS SCHEME: This is one area where the bank has to develop new
strategies and policies as a major chunk of customers are dissatisfied when they are
asked about the students scheme.
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5. OVERALL SERVICE: Overall the result of survey has shown a positive
sign for the overall services from where on they can increase their customer
base with the exception of a few dissatisfied customers which needs to be
looked after.
6. BANK TIMINGS: The bank has caused a lot of inconvenience to the
customers regarding its banking hours as shown from the result of the survey.
Flexible banking hours should be achieved to attain higher customer
satisfaction again lot of them are even satisfied .
SUGGESTIONS
1. The environment of the bank can be made more customer friendly and the
working of the bank should be more organized and efficient by training the
employees of the bank.
2. Improving customer care facilities by providing 24 hours banking facilities
more effective .
3. More number of ATMs should be provided for the convenience of the
customers .
4. Proper maintenance of the ATM machines.
5. The banking hours should be more customers friendly it should close little
later in the evening .
6. The banking process needs to be more systematic so that the transaction time
can be reduced.
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7. There should be more branches especially in smaller towns and cities .
8. Special schemes should be provided for students and senior citizens .
9. QUESTIONNAIREQUESTIONNAIRE
1. Name ______________________________________
2. Age
20-30
30-40
40
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