Summer Project of Hdfc Bank

8/12/2019 Summer Project of Hdfc Bank

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OBJECTIVES:

Study of products and services offered to customers.

Analysis of Consumer Satisfaction level with context to the services provided

during the service and post service.

To evaluate the customer client relationship.

Ascertaining the behavior and perception of the existing customers towards

products/ services in banking.

Identifying the most profitable and least profitable customer (Banding)

To identify and study the various ways of ensuring customer satisfaction adopted

by HDFC bank.


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CHAPTER 2

INTRODUCTION TO THE TOPIC


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CUSTOMER SATISFACTION:

Customer satisfaction , a business term, is a measure of how products and services supplied by a

company meet or surpass customer expectation. It is seen as a key performance indicator within

business and is part of the four of a Balanced Scorecard.

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.

Concept of customer satisfaction:

Because the concept of customer satisfaction is new to many companies, it's important to be

clear on exactly what's meant by the term.

Customer satisfaction is the state of mind that customers have about a company when their

expectations have been met or exceeded over the lifetime of the product or service. The

achievement of customer satisfaction leads to company loyalty and product repurchase. There

are some important implications of this definition:

Customer satisfaction is a subjective, nonquantitative state, measurement won't be exact and

will require sampling and statistical analysis.

Customer satisfaction measurement must be undertaken with an understanding of the gap

between customer expectations and attribute performance perceptions.

There should be some connection between customer satisfaction measurement and bottom-line results.


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"Satisfaction" itself can refer to a number of different facts of the relationship with a

customer. For example, it can refer to any or all of the following:

Satisfaction with the quality of a particular product or service

Satisfaction with an ongoing business relationship

Satisfaction with the price-performance ratio of a product or service

Satisfaction because a product/service met or exceeded the customer's expectations

Clearly defining and understanding customer satisfaction can help any company identify

opportunities for product and service innovation and serve as the basis for performance appraisal

and reward systems. It can also serve as the basis for a customer satisfaction surveying program

that can ensure that quality improvement efforts are properly focused on issues that are most

important to the customer.

Objectives of a customer satisfaction surveying program :

In addition to a clear statement defining customer satisfaction, any successful surveying program must have a clear set of objectives that, once met, will lead to improved performance.

The most basic objectives that should be met by any surveying program include the following:

Understanding the expectations and requirements of all your customers

Determining how well your company and its competitors are satisfying these expectations and

requirements

Developing service and/or product standards based on your findings

Examining trends over time in order to take action on a timely basis

Establishing priorities and standards to judge how well you've met these goals


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Before an appropriate customer satisfaction surveying program can be designed, the following

basic questions must be clearly answered:

How will the information we gather be used?

How will this information allow us to take action inside the organization?

How should we use this information to keep our customers and find new ones?

WHY CUSTOMER SATISFACTION IS NECESSARY

In today's time banking sector is increasing in a fast manner. Therefore I want to survey on bank that will help me to know whether customer are

satisfied with banking service or not.

By talking to the people it was found out that now a days people are focusing more on

private bank rather than government bank.

HDFC bank is growing more in customer satisfaction in comparison to other bank

because of its good services.


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Understanding differing customer attitudes :

The most basic objective of a customer satisfaction surveying program is to generate valid and

consistent customer feedback (i.e., to receive the voice of the customer, which can then be used

to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers).

As it's determined what needs to be measured and how the data relate to loyalty and repurchase,

it becomes important to examine the mind-set of customers the instant they are required to make

a pre-purchase (or repurchase) decision or a recommendation decision. Surveying these decisions

leads to measures of customer loyalty. In general, the customer's pre-purchase mind-set will fall

into one of three categories--rejection (will avoid purchasing if at all possible), acceptance

(satisfied, but will shop for a better deal), and/or preference (delighted and may even purchase at

a higher price).

This highly subjective system that customers themselves apply to their decisions is based

primarily on input from two sources:

The customers' own experiences--each time they experience a product or service, deciding

whether that experience is great, neutral or terrible. These are known as "moments of truth."

The experiences of other customers--each time they hear something about a company,

whether it's great, neutral or terrible. This is known as "word-of-mouth."

There is obviously a strong connection between these two inputs. An exceptional experience

leads to strong word-of-mouth recommendations. Strong recommendations influence the

experience of the customer, and many successful companies have capitalized on that link.

While surveying customer satisfaction I make the connection between the survey response and

the customer's attitude or mind-set regarding loyalty? Research conducted by both corporate and

academic researchers shows a relationship between survey measurements and the degree of

preference or rejection that a customer might have accumulated. When the customer is asked a


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customer satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an

accumulation of all past experiences and exposures that can be indicated as a score from 1 (very

dissatisfied) to 5 (very satisfied). It can also be captured with other response formats with an odd

number of choices (e.g., 1 to 3 or 1 to 7) to allow for a neutral response.

Obviously, the goal of every company should be to develop customers with a preference

attitude (i.e., we all want the coveted preferred vendor status such that the customer, when

given a choice, will choose our company), but it takes continuous customer experience

management, which means customer satisfaction measurement, to get there--and even

more effort to stay there

Benefits of customer satisfaction:

The importance of customer satisfaction and support is increasingly becoming a vital business

issue as organization realize the benefits of Customer Relationship Management (CRM) for

providing effective customer service. Professionals working within customer-focused business or

those running call centers or help desks, need to keep informed about the latest customer

satisfaction techniques for running a valuable customer service function. From small customer

service departments to large call centers, the importance of developing a valued relationship withcustomers using CRM is essential to support customer and long-term business growth.


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CHAPTER 3

COMPANY PROFILE


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HDFC BANK

The Housing Development Finance Corporation Limited (HDFC) was amongst the first toreceive 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 liberalisation 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.HDFC

Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of

becoming a World-class Indian bank.

HDFC bank

s business philosophy is based on our four core values -1.Customer Focus,

2. Operational Excellence,

3. Product Leadership

4. People.

They believe that the ultimate identity and success of their bank will reside in the exceptional

quality of people and their extraordinary efforts. They are committed to hiring, developing,

motivating and retaining the best people in the industry.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound

customer franchises across distinct businesses so as to be the preferred provider of banking

services for target retail and wholesale customer segments, and to achieve healthy growth in

profitability, consistent with the bank's risk appetite. The bank is committed to maintain the

highest level of ethical standards, professional integrity, corporate governance and regulatory

compliance.


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Mission and vision of HDFC BANK

MISSION STATEMENT OF HDFC BANK

audit & compliance

VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards,

professional integrity and regulatory compliance.

The objective of the HDFC Bank is to provide its target market customers a full

range of financial products and banking services, giving the customer a one-step

window for all his/her requirements. The HDFC Bank plus and the investment

advisory services programs have been designed keeping in mind needs of

customers who seeks distinct financial solutions, information and advice on

various investment avenues.


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BUSINESS STRATEGY

expanding banking .

management .

inefficiencies in the Indian financial sector.

DISTRIBUTION NETWORK

HDFC is India's largest mortgage company based in Mumbai, India. HDFC's

Distribution network spans 318 outlets that include 77 offices of HDFC's

distribution company 'HDFC Sales Private Limited'.

In addition, HDFC covers over 90 locations through its out reach programmes. HDFC's

marketing efforts continue to be concentrated on developing a stronger

distribution network. Home loans are also sourced through HDFC Sales,

HDFC Bank Limited and other third party Direct Selling Agents (DSA).To cater to non-resident

Indians, HDFC has an office in London, Singapore,

and Dubai and service associates in GCC countries.The Bank also has a network of about over

2526 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.


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QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bank

does this by offering life insurance and pension products.

TRUST: The bank appreciates the trust placed by their policy holders in the bank.

Hence, it will aim to manage their investments very carefully and live up to this trust.

INNOVATION: Recognizing the different needs of our customers, the bank offers a

range of innovative products to meet these needs.

INTEGRITY

CUSTOMER CENTRIC

PEOPLE CARE ONE FOR ALL AND ALL FOR ONE

TEAM WORK

JOY AND SIMPLICITY


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AWARDS AND ACHIEVEMENTS

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class IndianBank" . We realised that only a single-minded focus on product quality and service excellencewould help us get there. Today, we are proud to say that we are well on our way towards thatgoal.It is extremely gratifying that our efforts towards providing customer convenience have beenappreciated both nationally and internationally.

2013 AWARDS AND ACHIEVEMENTS

Dun & Bradstreet Bharathi CementCorporate Awards 2012

Corporate Awards 2012

NDTV Profit BusinessLeadership Awards2012

Winner in the banking category

NASSCOM CNBC

TV18 IT InnovationAward

Best IT Driven Innovation in Banking (COMMERCIAL)

The National QualityExcellence Awards

Best Customer Service Result

FE Best Bank Awards HDFC Bank wins in 3 categories at FE Best Bank Awards

Skoch FinancialInclusion Awards 2013

Organisation of the Year
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PRODUCTS OF THE COMPANY

Accoun ts and deposits

Loans

Cards

I nvestment

Insurance

Forex

Premium banking

Pri vate banking


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PRODUCTS AND SERVICES AT A GLANCE

ACCOUNTS & DEPOSITS LOANS INVESTMENTS &INSURANCE

- Regular Savings Account- Savings Plus Account- Savings Max Account- Senior Citizens Account- No Frills Account- Salary Account- Kid's Advantage Account- Pension Saving Bank Account- Family Savings Account- Plus Current Account- Trade Current Account- Premium Current Account- Regular Current Account- Apex Current Account- Max Current Account- Merchant Current Account- Regular Fixed Deposit-Recurring Deposits.- Super Saver Account- Sweep-in Account- HDFC BankImperia/Classic/PreferredBanking

- Personal Loans- Home Loans- Two Wheeler Loans- New Car Loans- Used Car Loans- Overdraft against Car- Express Loans- Loan against Securities- Loan against Property-Loan against Rental Receivables-Health care finance-Tractor Loans- Commercial Vehicle Finance- Working Capital Finance- Construction Equipment Finance

- Mutual Funds- Tax Planning- Insurance- Bonds- Financial Planning- Knowledge Centre- Equities & Derivatives- Mudra Gold Bar- Mudra silver Bar

CARDS

- Credit cards- Debit cards- Prepaid cards

FOREX SERVICES

- Product & Services- Trade services- Forex service Branch Locator- Forex Limits- Forex Plus Card- RBI Guidelines

PAYMENT SERVICES

- Net Safe- Prepaid Refill- Bill Pay- Direct Pay- Visa Money Transfer- E-Monies Electronic FundsTransfer- Excise & Service Tax Payment

ACCESS YOUR ACCOUNTTHROUGH

-NetBanking-Credit card Online-OneView-InstaAlert-MobileBanking-ATM-Phone Banking-Email Statements-Branch Network


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ACCOUNTS AND DEPOSITS

SAVINGS ACCOUNTS

During our project course of time some savings and current account where studied and sell of

accounts where done in detail. Therefore HDFC Bank offers you a power packed Savings

Account with a host of convenient features and banking channels to transact through. So now

you can bank at your convenience, without the stress of waiting in queues like.

Regular saving account

Max saving accountClassic saving account

Preferred saving account

REGULAR SAVING ACCOUNT

An easy-to-operate savings account that allows you to issue cheques, draw

Demand Drafts and withdraw cash. Check up on your balances from the comfort of your home

or office through Net Banking, Phone Banking and Mobile Banking.A minimum deposit of Rs. 10,000/- is required to open an account and thereafter an Average

Quarterly Amount of the same amount has to be maintained. If the balance falls below Rs.

10,000/- a service charge of will be levied per quarter. Withdraw cash from any of the ATM*

centers spread Across the country.

Some key Features and B enefi ts are as un der:

Bank conveniently with facilities like Net Banking and Mobile Banking- check your

account balance, pay utility bills or stop cheque payment, through SMS

Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your

account Shop using your International Debit Card that reflects the actual balance in your

savings account.


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SAVINGS MAX ACCOUNT

Presenting Savings Max account, loaded with maximum benefits to make your banking

experience a pleasure. By maintaining an average quarterly balance of just Rs. 25,000/- you get a

host of premium services from HDFC Bank .

Some key Features and Benefits are as under:

Free cash withdrawal and balance enquiries at all HDFC Bank ATMs and non-HDFC Bank

domestic ATMs

Free lifetime Titanium Royale Debit Card for the primary account holder. A Titanium Royale

Debit Card for any other account holder will be charged at Rs. 250 Free lifetime Woman's Advantage/International Debit Card for all account holders

Free Payable-at-Par cheque book without any usage charges

Free demand drafts on HDFC Bank locations, up to Rs. 1 lakh per day

Self/third party cash deposit/withdrawal at non-home branches of up to Rs 50,000 per day is free.

For an amount higher than Rs 50,000, a charge of Rs. 5 per Rs. 1,000 on the full amount is

applicable

Free lifetime BillPay & InstaAlerts for all account holders

Free monthly account statement

50% off on the locker rental calculated on a pro-rata basis and applicable only for the year of

allotment.

Free folio maintenance charges on Demat account for the first year

Transaction linked discount on AMC for Demat accounts
http://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savingsmax-accounthttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savingsmax-account


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SENIOUR CITIZEN ACCOUNT

Shop with pride with your EasyShop International Debit Card, offered free for life to the primary

account holder. You can spend up to Rs. 40,000 per day at any point of sale (POS).

Enjoy cash withdrawals of up to Rs. 25,000 per day on your debit card at any ATM

I f the fi rst appli cant is a woman and new to the bank, our special f ree Womans Advantage

Debit Card wi th cash wi thdr awals of up to Rs. 25,000 per day and shopping (poin t of sale)

l imit of Rs. 40,000 per day wil l be issued by defaul t

Withdraw cash for free at any banks ATM*

Payable-at-Par (PAP) chequebooks are issued free. With this facility, outstation cheques issued

by you (for clearing) will be treated as local cheques, at any HDFC Bank location. What's more,

there are no usage charges for availing the PAP facility.

Keep a close eye on your account with the monthly account statements offered free OR avail of

free passbook facility at your account branch.

Use third party cash transactions at non-account branches to have your near and dear ones

deposit/withdraw up to Rs. 50,000 per day on your behalf.

Withdrawals above Rs. 50,000 wil l attract a charge of Rs. 5/- per Rs. 1,000 on th e ful l amount.

Use PhoneBanking, MobileBanking, NetBanking and BillPay facility absolutely free for all your

banking needs.

Avail free SMS alerts to know the transactions in your account.Get free Email statements.

National Electronic Funds Transfer (NEFT) facility is available.

Facilities like NetBanking, Phonebanking and MobileBanking check your account balance, pay

utility bills or stop cheque payments all via SMS.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/senior-citizens-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/email-statementshttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/email-statementshttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/senior-citizens-account


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KIDS ADVANTAGE ACCOUNT

Free Education Insurance cover of Rs.1,00,000/- in the event of death of the parent/ guardian

through vehicular accident by road, rail or air to safeguard the future of the child

ATM/International Debit Card will be issued for children between 7-18 years of age in your

child's name with your permission. Your child can withdraw Rs. 2,500 at ATMs and spend Rs.

2,500 at merchant locations per day.

Free cash withdrawals on any other Bank's ATM*

1 free PAP cheque book for your child.

The transactions of your child's account can be monitored with a free quarterly physicalstatement of account or free monthly Email statement of account.

Free NetBanking for you to monitor your child's account.

Bank provide facilities like NetBanking, Phonebanking and MobileBanking check your

account balance, pay utility bills or stop cheque payments all via SMS

SAVING PLUS ACCOUNT

Wide network of branches

Over 7,300 ATMs

Convenient banking with NetBanking and MobileBanking to check your account balance, pay

utility bills or stop cheque payments, through SMS.

Never overspend Shop using your International Debit Card that reflects the actual balance in

your savings account.

Personalised cheques with your name printed on each cheque leaf for enhanced security.

BillPay facility, an instant solution to pay all your regular utility bills. Give instructs for paymentover the phone or through the Internet.

Safe Deposit Locker, Sweep-In and Super Saver facilities with your account.

Free cash withdrawals on any other Bank's ATM*

Free Payable-at-Par chequebook, without any usage charges.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/kids-advantage-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savings-plus-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/savings-plus-accounthttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/savings-accounts/kids-advantage-account


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Nre saving account

NRE Savings Account lets you transfer your earnings to India conveniently with complete security. You

can repatriate the funds held in the account along with the interest earned at any point of time and youdon't even have to pay tax on the interest amount. With a host of direct banking channels available atyour fingertips, you can stay in complete control of your hard-earned income abroad.

Some key Features and Benefits are as under:

Free transfers & higher interest Transfer funds freely between India and abroad Earn higher interest rates on your account Pay ZERO tax on the interest earned on your NRE Account in India

Accesibility

Withdraw cash easily and shop worldwide with International Debit Card Appoint a mandate to operate your account for you

Managing your account Transfer your funds freely to any place outside India Conduct transactions securely online, 24x7 with NetBanking Pay utility bills - electricity, phone, mobile phone - payment by a simple registration

Other benefits

Get a personalised cheque book Get tax exemptions on interest earned and wealth tax Get your account details in the monthly statements FREE Avail of Safe Deposit Lockers at certain branches Invest in Mutual Funds by linking your NRE Savings Account to our Investment Savings Account
http://www.hdfcbank.com/nri_banking/accounts/savings_accounts/nre_savings_account/nre_savings_account.htmhttp://www.hdfcbank.com/nri_banking/accounts/savings_accounts/nre_savings_account/nre_savings_account.htmhttp://www.hdfcbank.com/nri_banking/accounts/savings_accounts/nre_savings_account/nre_savings_account.htm


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SALARY ACCOUNT

PREMIUM SALARY ACCOUNT


Zero Balance Savings Account.

Free payable at par cheque book @ 25 cheque leaves per quarter.

5 Free transactions per month at Non - HDFC Bank ATMs in India.

Free for life Titanium Debit Card for the primary applicant with cash ATM withdrawal limit of

Rs. 50,000/- per day and POS usage limit of Rs.75,000/- per day.

Free for life add-on International Debit Card for the Second Holder.

Free Personal Accidental Death Cover of Rs. 5 lakhs*.

Anywhere Banking across our extensive Branch and ATM network.

Free Monthly Account Statements (Option of E-Mail Statements).

Free Passbook facility available at home branch for account holders.

Free DDs / MCs up to Rs 25,000 per instrument payable at HDFC Bank branch locations.

Free mobile and e-mail alerts (InstaAlert facility).

Free BillPay (Utility payments).

Free Phonebanking, Mobilebanking and Netbanking facilities.

Electronic Funds Transfer options (NEFT / RTGS) .
http://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/premium-salary-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/premium-salary-account


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REGULAR SALARY ACCOUNT


Zero Balance Savings Account

Free payable at par cheque book @ 25 cheque leaves per quarter

5 Free transactions per month at Non- HDFC Bank ATMs in India

Free for life International Debit Card for the primary applicant with ATM cash withdrawal limit

of Rs 25,000 per day and POS usage limit of Rs.40,000 per day.

Add-on International debit card for secondary holder (Free for the first year)

Free Personal Accidental Death Cover of Rs. 1 lakh*

Anywhere Banking across our extensive Branch and ATM network

Free Quarterly Account Statements

Free Monthly Account statements by e-mail (Optional)

Free Passbook facility available at home branch for account holders

Free DDs /MCs up to Rs. 25,000 per instrument payable at HDFC Bank branch locations

Free e-mail alerts (InstaAlerts Facility)

Free Utility payment facility (BillPay) Free Phonebanking, MobileBanking and NetBanking

Electronic Funds Transfer options (NEFT / RTGS)
http://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/regular-salary-accounthttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/regular-salary-account


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CLASSIC SALARY ACCOUNT



Free regular cheque book @ 25 cheque leaves per quarter

5 Free transactions per month at Non- HDFC Bank ATMs in India

Free lifetime International Debit Card for the primary applicant with an ATM cash withdrawal

limit of Rs. 25,000 per day and POS usage limit of Rs. 40,000 per day.

Free Half Yearly Account Statements


Free Passbook facility available at home branch for account holders.

Free DDs / MCs up to Rs. 25,000 per instrument, payable at HDFC Bank locations

Free e-mail alerts (InstaAlerts Facility)

Free Utility payments facility (BillPay)

Free PhoneBanking, MobileBanking and NetBanking


Bank provide facilities like NetBanking, Phonebanking and MobileBanking check your

account balance, pay utility bills or stop cheque payments all via SMS.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/classic-salary-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways_to_bank/ways-to-bank-details?id=gts8mitqhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/find-your-nearest/find-phone-bankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways_to_bank/ways-to-bank-details?id=gts8mitqhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/salary-accounts/classic-salary-account


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DEFENCE SALARY ACCOUNT



Free transactions at Non HDFC Bank ATMs in India

Free for Life Titanium Debit Card for the Primary Account holder with ATM cash withdrawal

limit of Rs. 50,000/- per day and Point Of Sale usage limit of Rs. 75,000/- per day

Free Add-on International Debit Card for all Secondary account holders

Free Additional ATM Card for Personnel Below Office Rank (PBORs) even for single account

holders Free Family card (Pre-paid card)

Free Personal Accidental Death Cover of Rs. 5 lakhs*

Anywhere Banking across our extensive Branch and ATM network

Free Quarterly Account Statements


Free Passbook facility available at home branch for account holders

Free Unlimited DDs /MCs payable at HDFC Bank branch locations

Free mobile and e-mail alerts (InstaAlerts Facility)

Free utility payment facility (BillPay)

Free PhoneBanking, MobileBanking and NetBanking

http://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/rtgs-funds-transferhttp://www.hdfcbank.com/personal/making-payments/fund-transfer/emonies-national-electronic-funds-transferhttp://www.hdfcbank.com/personal/ways-to-bank/bank-online/netbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/smsbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/phonebankinghttp://www.hdfcbank.com/personal/making-payments/pay-bills-and-shop-online/billpay-plusnetbankinghttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-email


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CURRENT ACCOUNT

PREMIUM CURRENT ACCOUNT


Free local and anywhere cheque payments

Free anywhere cheque collection at HDFC Bank location (except Dahej), up to Rs.15 lakhs per

month. Incremental amount to be charged @ Rs.1.50 per Rs.1,000 for a minimum of Rs.25

Free NEFT collections and payments

Free RTGS collection. RTGS payment at Rs.25 per transaction.

Free local and Inter-city account to account funds transfer between HDFC Bank accounts.

Free Demand Drafts above Rs.100,000. Demand drafts up to Rs.50,000 at flat cost of Rs.40 and

Demand Drafts above Rs.50,000 and up to Rs.100,000 at nominal cost of Rs.25. Demand Drafts

can be issued from any HDFC Bank Branch.

Free Pay Orders (PO) above Rs.100,000. Pay Orders up to Rs.50,000 at flat cost of Rs.40

and Pay Orders above Rs.50,000 and up to Rs.100,000 at nominal cost of Rs.25. Pay Orders can

be issued from any HDFC Bank Branch.

100 "At-par" cheque leaves free per month

Register for InstaAlerts and receive updates on your account whenever transactions happen.

You get doorstep banking*, which is convenient, secure and hassle-free. Now, you can enjoy the

benefits of banking right at your doorstep. HDFC Bank will arrange to pick up cash and cheques

and make cash deliveries through a reputed agency.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/premium-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/premium-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/premium-current-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/premium-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/premium-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/premium-current-account


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REGULAR CURRENT ACCOUNT


Get convenient inter-city banking and free cheque payments anywhere.

Free Collections of funds through RTGS and NEFT

Free Payments through NEFT. Nominal charges for RTGS payments

Transfer funds across cities between HDFC Bank accounts at a nominal charge of Rs.15 per

transactions

Issue free Demand Drafts (DD) / Pay Order for values above Rs.100,000. For Demand Drafts upto Rs.50,000 a charge of Rs.40, Demand Drafts above Rs.50,000 and below Rs.100,000 a charge

of Rs.25 will be levied.

Get a payable-at-par cheque book at a nominal price.

Register for InstaAlerts and receive updates on your account on processing of your transaction.

Enjoy Doorstep Banking* for your convenience and security. Cash and cheque pick-ups and cash

deliveries can be arranged from your doorstep, through a reputed agency.

Get 24-hour PhoneBanking, NetBanking and MobileBanking to check your account balance andtransaction details, find out the status of your cheques or stop cheque payments.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/regular-current-account


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MAX CURRENT ACCOUNT


Maximum transactional benefits with faster mobilisation of funds.

Average Quarterly Balance of Rs. 5,00,000.

Access to more than 2000 branches.

Faster collection of outstation cheques. No charges for outstation cheque collection at HDFC

Bank Locations.

Free account to account funds transfers between HDFC Bank accounts

Free payment and collection through RTGS and NEFT. Free Demand Drafts & Pay Orders that can be issued from any HDFC Bank branch

Free anywhere cheque collections (through clearing) up to Rs. 3.5 Crores per month within the

HDFC Bank branch network (except Dahej)

Faster collection of outstation cheques through Speed Clearing. Speed Clearing is absolutely free

with your Max Current Account

500 free at - par cheque leaves per month

Free at-par cheque payments across all HDFC Bank locations for any value*

Convenience to withdraw and deposit cash at all HDFC Bank branches*

Combined free limit for cash deposit across all HDFC Bank Branches (Home and non-home

locations) of Rs.60 lacs per month (subject to a maximum monthly free limit of Rs.200 Lacs)*.

Register for InstaAlerts and receive updates on your account whenever transactions take place.
http://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-accounthttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/ways-to-bank/bank-with-your-phone/instaalerts-sms-and-emailhttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-accounthttp://www.hdfcbank.com/personal/products/accounts-and-deposits/current-accounts/max-current-account


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CHAPTER 4

REVIEW OF LITERATURE


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Parker and Mathew (2001) expressed that there are two basic definitional approaches of the

concept of customer satisfaction. The first approach defines satisfaction as a process and the

second approach defines satisfaction as an outcome of a consumption experience. These two

approaches are complementary, as often one depends on the other.

Customer satisfaction as a process is defined as an evaluation between what was received and

what was expected (Oliver, 1977, 1981; Olson and Dover, 1979; Tse and Wilton, 1988),

emphasizing the perceptual, evaluative and psychological processes that contribute to customer

satisfaction (Vavra, 1997, p. 4).

Customer satisfaction, as a construct, has been fundamental to marketing for over three decades.

As early as 1960, Keith (1960) defined marketing as satisfying the needs and desires of the

consumer. Hunt (1982) reported that by the 1970s, interest in customer satisfaction had increaseto such an extent that over 500 studies were published. This trend continued and by 1992,

Peterson and Wilson estimated the amount of academic and trade articles on customer

satisfaction to be over 15,000.

Several studies have shown that it costs about five times to gain a new customer as it does to

keep an existing customer (Naumann, 1995) and this results into more interest in customer

relationships. Thus, several companies are adopting customer satisfaction as their operational

goal with a carefully designed framework. Hill and Alexander (2000) wrote in their book thatcompanies now have big investment in database marketing, relationship management and

customer planning to move closer to their cus tomers. Jones and Sasser (1995) wrote that

achieving customer satisfaction is the main goal for most service firms today .

Increasing customer satisfaction has been shown to directly affect companies market share,

which leads to improved profits, positive recommendation, lower marketing expenditures

(Reichheld, 1996; Heskett et al., 1997), and greatly impact the corporate image and survival

(Pizam and Ellis, 1999).


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CONSUMER RESEARCH IN DIFFERENT DISCIPLINES

A considerable body of literature exists on consumption, consumer behavior and consumerdecision making process.

Most of the consumer research focused on adopter categories, habits, attitudes and intentions

rather that on actually measuring the satisfaction level with the service

CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence buying

behaviour.

The process can be depicted as follows:-

Need recognition- realization of the difference between the desired and the current

situation that serves as a trigger for entire process.

Search for information.

Pre purchase alternative evaluation.

Consumption(utilization of the procured option)

Post purchase alternative re-evaluation.

Divestment(disposal of the unconsumed product and its remnants)


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COMMON PRACTICES FOLLOWED BY HDFC BANK

Display banking hours (9:30-3:30). Render courteous services. Attend to all customers present in the banking hall at the close of business hours. offer nomination facility to all deposit accounts and all safe eposit locker hirers. Display interest rates for various deposit schemes from time to time. Notify changes in interest rates in advance. Provide details of various deposit schemes/services of the bank. Issue demand drafts, pay orders, etc. Display time norms for various banking transactions. Customer Complaint Register is maintained. Frequent calling on receival of cheques, cheque book, debit card, debit pin.


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CHAPTER 5

RESEACH METHODOLOGY


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REASERCH METHODOLOGY

A descriptive study tries to discover answers to the questions who, what, when, where, and,

sometimes, how. The researcher attempts to describe or define a subject, often by creating a

profile of a group of problems, people, or events.

Such studies may involve the collection of data and the creation of a distribution of the number

of times the researcher observes a single event or characteristic (the research variable), or they

may involve relating the interaction of two or more variables. Organizations that maintain

databases of their employees, customers, and suppliers already have significant data to conduct

descriptive studies using internal information. Yet many firms that have such data files do not

mine them regularly for the decision-making insight they might provide.This descriptive study is

popular in business research because of its versatility across disciplines. In for-profit, not-for-

profit and government organizations, descriptive investigations have a broad appeal to the

administrator and policy analyst for planning, monitoring, and evaluating. In this context, how

questions address issues such as quantity, cost, efficiency, effectiveness, and adequacy.

Descriptive studies may or may not have the potential for drawing powerful inferences. A

descriptive study, however, does not explain why an event has occurred or why the variables

interact the way they do.

SAMPLE SIZE

Sample size denotes the number of elements selected for the study. For the present study, 100

respondents were selected at random. All the 100 respondents were the customers of HDFC

Bank.


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Source of the Study

Primary data:

The primary data will be directly collected from the previous and prospectivecustomers of HDFC BANK LTD.

Survey through Questionnaire, Personal Visits to customers and clients

included in the study in Ghaziabad region.

Responses obtained through teller calling and productive responses are taken

under consideration.

Secondary data: Data will be collected from different Websites, Newsletters, Journals and

Newspapers, present and former employees of HDFC BANK LTD.

By studying the various criterias that places HDFC BANK LTD. among the

top private banks in India.

MEASURING CUSTOMER SATISFACTION:

Organizations need to retain 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 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 factors the customer, such as other products against which the customer

can compare the organization's products.


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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 in terms of their

perception and expectation of performance of the service being measured.

Measuring customer satisfaction is a relatively new concept to many companies that have been

focused exclusively on income statements and balance sheets. Companies now recognize that the

new global economy has changed things forever. Increased competition, crowded markets with

little product differentiation and years of continual sales growth followed by two decades of

flattened sales curves have indicated to today's sharp competitors that their focus must change.

Competitors that are prospering in the new global economy recognize that measuring customer

satisfaction is a key. Only by doing so can they hold on to the customers they have and

understand how to better attract new customers. The competitors who will be successful

recognize that customer satisfaction is a critical strategic weapon that can bring increased market

share and increased profits.

The problem companies face, however, is exactly how to do all of this and do it well. They need

to understand how to quantify measure and track customer satisfaction. Without a clear and

accurate sense of what needs to be measured and how to collect, analyze and use the data as a

strategic weapon to drive the business, no firm can be effective in this new business climate.Plans constructed using customer satisfaction research results can be designed to target

customers and processes that are most able to extend profits.

Too many companies rely on outdated and unreliable measures of customer satisfaction. They

watch sales volume. They listen to sales reps describing their customers' states of mind. They

track and count the frequency of complaints. And they watch aging accounts receivable reports,

recognizing that unhappy customers pay as late as possible--if at all. While these approaches are

not completely without value, they are no substitute for a valid, well-designed customersatisfaction surveying program.

It's no surprise to find that market leaders differ from the rest of the industry in that they're

designed to hear the voice of the customer and achieve customer satisfaction. In these

companies:
http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Sample_survey


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Marketing and sales employees are primarily responsible for designing (with customer input)

customer satisfaction surveying programs, questionnaires and focus groups.

Top management and marketing divisions champion the programs.

Corporate evaluations include not only their own customer satisfaction ratings but also those

of their competitors.

Satisfaction results are made available to all employees.

Customers are informed about changes brought about as the direct result of listening to their

needs.

Internal and external quality measures are often tied together.

Customer satisfaction is incorporated into the strategic focus of the company via the mission

statement.

Stakeholder compensation is tied directly to the customer satisfaction surveying program.

A concentrated effort is made to relate the customer satisfaction measurement results to

internal process metrics.

.WHAT ARE THE TOOLS?

Customer satisfaction can be identified using various methods such as:

pie chart Market research Telephonic interviews Personal visits Warranty records Informal discussions Satisfaction surveys


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LIMITATIONS OF THE STUDY

Although the study was carried out with extreme enthusiasm and careful planning there are

several limitations, which handicapped the research viz,

1.Time Constraints:

The time stipulated for the project to be completed is less and thus there are chances that some

information might have been left out, however due care is taken to include all the relevant

information needed.

2.Sample size:

Due to time constraints the sample size was relatively small and would definitely have been more

representative if I had collected information from more respondents.

3.Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend to

give misleading information.

4. Availability:

It was difficult to find respondents as they were busy in their schedule, and collection of data was

very difficult. Therefore, the study had to be carried out based on the availability of respondents.


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CHAPTER 6

DATA ANALYSIS

AND

INTERPRETATION


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2) SHARE OF DIFFERENT TYPES OF ACCOUNT

OPTION NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

SAVING ACCOUNT 25 50%

CURRENT ACCOUNT 5 10%

FIXED DEPOSIT 16 32%

OTHERS 4 8%

TOTAL 50 100

ANALYSIS:

From the above graph it is clear that majority of the respondents are using saving a/c i.e. 50% ,

32% are using FDs, 10% are using current a/c while the remaining use other types of account.

This interprets that in todays scenario people are more focusing in utilizing their money

effectively by taking various savings account in the banks

INTERPRETATION :

This means most of the respondents are having Saving A/Cs which means the bank deposits are

enriching as Saving A/Cs share is most

50%

10%

32%

8%

TYPE OF ACCOUNTSAVING ACCOUNT CURRENT ACCOUNT FIXED DEPOSITS LOANS


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3) DURATION FOR WHICH CUSTOMERS HAVE BEEN PART OF HDFC

BANK

OPTION NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTSLess than 1 yr 10 201-3yr 18 363-5yr 15 30Above 5 yr 5 10

Not applicable 2 4TOTAL 50 100

ANALYSIS:

From the above graph it is clear that majority of the respondents i.e.36% are a part of HDFC

Bank from 1 to 3 yrs; 30% of the respondents are part of HDFC Bank from more than 3 yrs;

20% respondents are less than 1 yr and remaining 10% respondents are part of HDFC Bank for

more than 5 yrs and the remaining 4% does fall in this category.

INTERPRETATION:

HDFC BANK has maintained good customer relationship. The customers are satisfied with the

services provided to them by the bank.

20%

36%

30%

10% 4%Less than 1 yr

1yr- 3yrs

3yrs- 5yrs

Above 5 yrs

Not Applicable


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4) CONSUMERS WILLINGNESS TO SHIFT THEIR A/C s TO OTHERBANKS

Analysis:

From this table it can be noted that the majority of consumers (92%) doesnt like to shift their

A/Cs to other banks.

Interpretation:

The reason can be increasing customer satisfaction and quality services offered by the bank.

8%

92%

SHIFTING OF ACCOUNT

YES NO

OPTION NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTSYES 46 92% NO 4 08%TOTAL 50 100


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5) KNOWLEDGE ABOUT DIFFERENT PRODUCTS OFFERED BYHDFC BANK

OPTION NUMBER OFRESPONDENTS

PERCENTAGE OFRESPONDENTS

Saving account 13 26%Fixed deposit 11 22%Current account 7 14%Demat account 2 4%Credit card 3 6%Mutual fund 2 4%Loan 12 24%TOTAL 50 100

ANALYSIS:

From the above graph it is clear that majority of the respondents a re aware of saving a/c &FDs.

14% are aware about current a/c and 24% are aware of loans.

INTERPRETATION :

The banks should take various steps in promoting other products also as there is very less

awareness regarding demat account .

26%

22%14%

4%

6%4%

24%

PRODUCTS OF HDFC BANK

Savings a/c Fixed Deposits Current a/c Demat a/c Credit Cards Mutual Funds Loans


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6)BEST RATED PRODUCT BY CUSTOMERS OF HDFC BANK

OPTION NUMBEROF

RESPONDENT

PERCENTAGE OF

RESPONDENT

Saving account 15 30%

Fixed deposit 20 40%

Current account 5 10%

Demat account 1 2%

Credit card 2 4%

Mutual fund 5 10%

Loans 2 4%

TOTAL 50 100

ANALYSIS:

From the above graph it is clear that 30% of the respondent rate saving a/c as a good product40% said FDs are best and 10 % said current a/c.

INTERPRETATION :

The banks should make some more efforts towards credit cards and demat account.

30%

40%

10%2%

4%

10%4%

BEST PRODUCT

SAVING ACCOUNT FIXED DEPOSIT CURRENT ACCOUNT DEMAT ACCOUNT

CREDIT CARDS MUTUAL FUNDS LOANS


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7)THE MOST PREFERRED SERVICE BY THE CUSTOMERS

OPTION NUMBER OF

RESPONDENT

PERCENTAGE OF

RESPONDENT

ATM 25 50%

Net banking 15 30%

Mobile banking 10 20%

TOTAL 50 100

ANALYSIS:

From the above graph it is clear that 50% of the respondents prefer ATM as the most convenient

service, 30% go for Net Banking as they find more ease in using it and only 20% respondents

favor mobile banking

INTERPRETATION :

Customers are still unaware about the net banking services. Those who are aware dont know

how to operate it. Customers prefer depositing money or availing services in person.

50%

30%

20%

ATM NET BANKING MOBILE BANKING


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8)ATTRIBUTES THAT COMPELLED THE CUSTOMERS MOST TO

OPEN AN ACCOUNT IN HDFC BANK

ANALYSIS:

From the above graph it is clear that the features that compel a customer to open a certain

account in a bank is ATM as 36% of the respondents has gone for this attribute, 16% go for

cheque book facility; 16% go for internet banking and the remaining 10% go for value added

services.

INTERPRETATION:

HDFC bank is preferred the most for its ATMs services. Attempts should be made for improving

upon value added services.

36%

16%22%

10%16%

ATM Cheque Book Working Hours Value Added Services Internet Banking

OPTION NUMBER OF

RESPONDENT

PERCENTAGE OF

RESPONDENT

ATM 18 36%

Cheque book 8 16%

Working hours 11 22%

Value added services 5 10%

Internet banking 8 16%

TOTAL 50 100


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9)SATISFACTION LEVEL WITH DEALINGS OF THE BANK

OFFICIALS IN HDFC BANK

OPTION NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

YES 15 30%

NO 12 24%

To some extent 23 46%

TOTAL 50 100

ANALYSIS:

From the above graph it is clear that 30% of the respondents are satisfied with the dealing of the

bank officials but there are also many customers who not fully satisfied with the service

handling.

INTERPRETATION :

BANK employees should be trained periodically so that they are able to understand the customer

needs and work in an efficient manner.

30%

24%

46%

Yes No To some extent


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10) RECOMMENDATION OF BANKING SERVICES TO A FRIEND OR

COLLEAGUE

ANALYSIS:

From the above graph it is clear that 8% of the respondents are unlikely to recommend the

products of HDFC Bank to their friends and colleagues, 30% said somewhat unlikely, 16% said

neither likely nor unlikely, 36% said somewhat likely and 10% said very likely.

INTERPRETATION :

The customers of HDFC bank do advise their friends or colleagues to avail any kind of services

of the bank.

8%

30%

16%

36%

10%

Very unlikely Somewhat unlikely Neither l ikely nor unlikely Somewhat likely Very likely

OPTION NUMBER OF

RESPONDENT

PERCENTAGE OF

RESPONDENT

Very unlikely 4 8%

Somewhat unlikely 15 30%

Neither likely nor unlikely 8 16%

Somewhat likely 18 36%

Very likely 5 10%

TOTAL 50 100


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11)MAINTAINENCE OF CUSTOMER- CLIENT RELATIONSHIP IN

HDFC BANK

OPTION NUMBER OF

RESPONDENT

PERCENTAGE OF

RESPONDENT

Good 9 18%

Average 26 52%

Poor 15 30%

TOTAL 50 100

ANALYSIS:

From the above graph it is clear that 18% of the respondents said HDFC Bank is good in

maintaining customer relationship, 52% said it is average and rest 30% said it is poor in the

maintenance.

INTERPRETATION:

Some steps should be taken in satisfying the customer needs.

18%

52%

30%

Good Average Poor


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13)RATING OF PRODUCT AND SERVICE QUALITY OFFERED BY

HDFC BANK

OPTION NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Very high 7 14%

High 15 30%

Moderate 22 44%

Less 6 12%

TOTAL 50 100

ANALYSIS:

From the above graph it is clear that 44% of the respondents say that the product or the services

quality that is being provided by the HDFC bank is moderate ,30% say that the services cost are

high, 14% say they are very high as compared to other banks while the remaining 12% say that

the cost of product or services being provided by HDFC bank is less.

INTERPRETATION :

The product and services quality that is being provided by the HDFC bank is moderate means

neither too low nor too high.

14%

30%44%

12%

Very High High Moderate Less


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14)Analysis of consumer satisfaction level with context to the services

ANALYSIS:

From this table it could be inferred that 76% of the consumers have rated service offered as

good, 10% of them have r ated them as very good, and 04% of them have rated as excellent

and average while only 4% have rated as poor

INTERPRETATION: Service offered by the bank is improving day by day. Returns consumers

are getting are also attractive. Majority of the customers rates good, very good and excellent

because of the customer service offered by the bank

4%10%

76%

6% 4%

EXCELLENT VERY GOOD GOOD AVERAGE POOR

OPTION NUMBER OF

RESPONDENT

PERCENTAQGE OF

RESPONDENT

Excellent 2 4%

Very good 5 10%

Good 38 76%

Average 3 6%

Poor 2 4%

TOTAL 50 100


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15)PROBLEMS FACED BY CUSTOMERS REGARDING THE BANK

OPTION NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Timeliness 6 12%

Customer relationships 5 10%

infrastructure 31 62%

Others 8 16%

TOTAL 50 100

ANALYSIS:

About 62% respondents are dissatisfied with the infrastructure. 12% with timeliness and

remaining 10% with customer relationship.

INTERPRETATION:

HDFC bank should improve upon the infrastructure facilities

12%

10%

62%

16%

PROBLEMS FACED

TIMELINESS CUSTOMER RELATIONSHIP INFRASTRUCTURE OTHERS


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CHAPTER 7

FINDINGS


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FINDINGS:

The officials try to make best relation with the customers. Staff member gives regular updates to their customers and information of the product and

their services.

The registers and files are systematically maintained on a daily basis and in an organized

manner.

Most of the respondents are having more than two accounts and holds more than two products with HDFC Bank.

With the help of research it has been found that most of them prefer brand name and

service facilities and some of them are influenced by existing customer

.


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CHAPTER 8

CONCLUSION


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C ONCLUSION :

HDFC Bank has a strong brand name in the Ghaziabad city market. The people ofGhaziabad city are good in investment part

HDFC Bank has always sought profitable customers and generated profit from them andtaken steps by converting the non profitable customer to profitable customers.

Customers can be pulled into profitability band when the customer is satisfied with the product and services which he is using.

Customer satisfaction plays an important role as customers are satisfied they will look forsome other product.

At this state Relationship Manager is very important who can suggest the customer which product to use with reference to his need.

They must maintain mutual relationship between the relationship manager and customer. CRM lead to better understanding of all aspects of customer behaviour regarding issues

and benefits offered by a company and helps differentiate itself from others.


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CHAPTER 9

RECOMMENDATIONS


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R ECOMMENDATIONS

Continuous interaction with the customers is necessary in order to continue withrelationship Building activities for long term prospective.

HDFC Bank should ask for their consumer feedback to know whether the consumers are

really satisfied or dissatisfied with the service and product of the bank. If they are

dissatisfied, then the reasons for dissatisfaction should be found out and should be

corrected in future.

To increase the number of customers HDFC Bank should also offer some products for

small business. (For example- Zero balance savings and current account.) Account opening process in HDFC Bank is comparatively complicated and Time-

consuming in case of current accounts. HDFC Bank should consider time factor as it isvery important.

The bank should try to increase the Brand image through performance and service then,

only the customers will be satisfied.


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Documents

Summer Project of Hdfc Bank