Custmer Satisfaction Regarding HDFC BANK

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SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION REGARDING HDFC BANK

SUBMITTED TO

In the partial fulfillment of the Degree requirement towards the

MASTER OF BUSINESS ADMINISTRATION (MBA)

SESSION (2008-2010)

Submitted By: Faculty Guide:

VARUN BAWA Sr. Lect. Arti Mehta

MBA-(3rd sem) CTIMIT

Roll No. 81407317174 Jalandhar

CT INSTITUTE OF MANAGEMENT AND IT

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DECLARATION

I h er eb y d ec la re t ha t p ro je ct e nt it le d CUSTOMER SATISFACTION

REGARDING HDFC BANK su bmitted to PU NJA B TECH NICA L

UNIVERSITY, JALANDHAR in partial fulfillment of the requirement for

Master Degree of bus iness adminis t rat ion (SEM II I rd) i s my or iginal

work. It is by my own and not copied one from other.

VARUN BAWA CT INSTITUTEOF MGT. AND IT

MBA 3RD SEM

81407317174

Dated: ___________

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GUIDERS CERTIFICATE

This is to certify that the survey entitled, CUSTOMER SATISFACTION

REGARDING HDFC BANK submitted in partial fulfillment of the requirement

for the award of degree of Masters of Business Administration (MBA) from Punjab

Technical University, Jalandhar is a bonafide summer training project work

carried out by VARUN BAWA, under my supervision and guidance and to the best

of my knowledge and information, no part of summer training project work has been

submitted for any other degree or diploma.

Sr. Lect. Arti Mehta

CTIMITJalandhar

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Acknowledgement

This project report bears the imprint of those who had rendered their wholehearted

support and encouragement without whose help this effort of mine would be in vain. I

express my deep sense of gratitude and sincere thanks to my project guide Sr.Lect. Arti

Mehta for his directions, suggestion and information provided which were of utmost

importance for the successful completion of the project. I am also thankful to Mr. Rajiv

Bhatia for his proper guidance. I thankful to the employees of HDFC Bank for assisting

me in the timely completion of project.

At last, I also thank to my family and my friends those helped me in my training

period and in the completion of project.

VARUN BAWA

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PREFACE

Without practical training, management education is meaningless so long with the

theory; practical training is provided to management students to expose them to the

actual working environment of any organization. Such training provides a framework of

knowledge relating to the concepts and practices of the assigned topics in the

organization.

The summer training is an integral part of the course curriculum of Master of Business

Administration (M.B.A. 3rd). In this the student is in the position to analyze the integral

working of an organization with mature eyes and understand the dynamics in a much

better manner.

This particular project has been conducted at HDFC Bank. In the first phase of the

research project, there is a introduction of Banking, company profile and products of

HDFC Bank are given. After that a market research is performed with a sample size of

100 people. The research study was limited to Gurdaspur. Here, in my survey, I have

contacted the respondents through personal interviews with the help of questionnaires.

The main objective of the research is to know the customer satisfaction level and their

perception regarding HDFC Bank and to know the customer awareness regarding the

HDFC Banks products.

HDFC Bank should lay more stress on advertisements, both in print as well as in other

media. Opening up the sector will certainly mean new products, better packaging and

improved customer service. Both new and existing players will have to explore new

distribution and marketing channels. Potential buyers for most of Banks lie in the middle

class. Competitors must segment the market carefully to arrive at appropriate products

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and pricing. Recognizing the potential, in the past three years, the nationalized Banks

have already begun to target niches like pensions, women, children and rural peoples.

EXECUTIVE SUMMARY

The report contains the organizational study done at HDFC Bank. The report title is

CUSTOMER SATISFACTION REGARDIND HDFC BANK.

The report gives an overview of the banking Sector and company profile. And awareness

of customers about different types of products and services offered by HDFC Bank.

This study was conducted to find out the customer satisfaction regarding HDFC bank.

The methodology adopted for the study was through a structured questionnaire, which is

targeted to the different persons in Gurdaspur. For this purpose sample size of 100 was

taken. The data collected from the different persons was analyzed thoroughly and

presented in the form of charts and tables.

HDFC must advertise regularly and create brand value for its products and services.

Most of its competitors like ICICI, Axis, kotak Mahindra and nationalized banks use

television advertisements to promote their products. The Indian consumer has a false

perception about private banks they feel that it would not safe.

Safety and returns are the two main reasons people invest in banks. On the whole HDFC

bank is a good place to work at. Every new recruit is provided with extensive training on

the products of HDFC. This training enables an advisor/sales manager to market the

policies better. The company should try to create awareness about itself in India. . With

an improvement in the sales techniques used, a fair bit of advertising and modifications

to the existing product portfolio, HDFC would be all set to capture the banking market in

India as it has around the globe.

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CONTENTS

Sr. No. Subject Covered Page No.

1 Introduction to the study 1

2 Introduction to the Banking 2

3 History of Banking in India 3-4

4 Banking structure in India 5

5 Indian Banking Industry 6

6 Upcoming Foreign Banks in India 7

7 HDFC BANK 8

8 Company Profile 9-10

9 Key Executives 11

10 Technology used in HDFC Bank 12

11 Products and customer segments 13-16

12 Business strategy 17

13 Inside HDFC Bank 18-22

14 Human resource 23

15 Rupees earned-Rupees spend 24

16 Recent development 25-26

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17 Achievements in 2009 28

18 SWOT Analysis 29-30

19 Objectives 31

20 Research methodology 32-33

21 Data analysis & interpretation 34-51

22 Findings 52

23 Suggestions 53

24 Limitations 54

25 Conclusion 55

26 Bibliography 56

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INTRODUCATION TO THE STUDY

What is customer satisfaction?

Customer satisfaction refers to how satisfied customers are with the products or servicesthey receive from a particular agency. The level of satisfaction is determined not only bythe quality and type of customer experience but also by the customers expectations.A customer may be defined as someone who

has a direct relationship with, or is directly affected by your agency and

Receives or relies on one or more of your agencys services or products.

Customers in human services are commonly referred to as service users, consumers orclients. They can be individuals or groups. An organization with a strong customerservice culture places the customer at the centre of service design, planning and servicedelivery. Customer centric organizations will:

Determine the customers expectations when they plan listen to the customer as

they design.

Focus on the delivery of customer service activities value customer feedbackwhen they measure performance.

Why is it important?

There are a number of reasons why customer satisfaction is important in Banking Sector:

Meeting the needs of the customer is the underlying rationale for the

existence of community service organizations. Customers have a right toquality services that deliver outcomes.

Organizations that strive beyond minimum standards and exceed the

expectations of their customers are likely to be leaders in their sector.

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Customers are recognized as key partners in shaping service development

and assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback onorganizational performance are valuable tools for quality and continuous serviceimprovement.

INTRODUCATION TO BANKING

Banking means accepting the deposits from the customers for lending to the needy

and extending the other services as to issue of dd etc.nowadays after introduction of

private sector banks the banks have become a profit centre and the functions become

changed and now banks are doing the insurance and mutual funds also. but

nationalised banks are still service oriented in extending loans for Education loan,

and rural development activities.

A Bank is an organization which lends money to the borrowers for a purposeful

task, and provides a facility to deposit and withdraw money when needed and

charge for it.

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HISTORY OF BANKING IN INDIA

Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustanand Bengal Bank. The East India Company established Bank of Bengal (1809), Bank ofBombay (1840) and Bank of Madras (1843) as independent units and called itPresidency Banks. These three banks were amalgamated in 1920 and Imperial Bank ofIndia was established which started as private shareholders banks, mostly Europeansshareholders.In 1865 Allahabad Bank was established and first time exclusively by Indians, PunjabNational Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,and Bank of Mysore were set up. Reserve Bank of India came in 1935.

During the first phase the growth was very slow and banks also experienced periodicfailures between 1913 and 1948. There were approximately 1100 banks, mostly small.To streamline the functioning and activities of commercial banks, the Government ofIndia came up with The Banking Companies Act, 1949 which was later changed toBanking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965).Reserve Bank of India was vested with extensive powers for the supervision of bankingin India as the Banking Authority.During those days public has lesser confidence in the banks. As an aftermath depositmobilisation was slow. Abreast of it the savings bank facility provided by the Postaldepartment was comparatively safer. Moreover, fundswere largely given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after independence.In 1955, it nationalised Imperial Bank of India with extensive banking facilities on alarge scale especially in rural and semi-urban areas. It formed State Bank of India to actas the principal agent of RBI and to handle banking transactions of the Union and StateGovernments all over the country.

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Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19thJuly, 1969, major process of nationalisation was carried out. It was the effort of the thenPrime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the countrywere nationalised.Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980

with seven more banks. This step brought 80% of the banking segment in India underGovernment ownership.

The following are the steps taken by the Government of India to Regulate BankingInstitutions in the Country:

1949: Enactment of Banking Regulation Act.1955: Nationalisation of State Bank of India.1959: Nationalisation of SBI subsidiaries.1961: Insurance cover extended to deposits.1969: Nationalisation of 14 major banks.

1971: Creation of credit guarantee corporation.1975: Creation of regional rural banks.1980: Nationalisation of seven banks with deposits over 200 crore.

After the nationalisation of banks, the branches of the public sector bank India rose toapproximately 800% in deposits and advances took a huge jump by 11,000%.Banking in the sunshine of Government ownership gave the public implicit faith andimmense confidence about the sustainability of these institutions.

Phase III

This phase has introduced many more products and facilities in the banking sector in itsreforms measure. In 1991, under the chairmanship of M Narasimham, a committee wasset up by his name which worked for the liberalisation of banking practices.The country is flooded with foreign banks and their ATM stations. Efforts are being putto give a satisfactory service to customers. Phone banking and net banking is introduced.The entire system became more convenient and swift. Time is given more importancethan money.

The financial system of India has shown a great deal of resilience. It is sheltered fromany crisis triggered by any external macroeconomics shock as other East Asian

Countries suffered. This is all due to a flexible exchange rate regime, the foreignreserves are high, the capital account is not yet fully convertible, and banks and theircustomers have limited foreign exchange exposure.

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BANKING STRUCTURE IN INDIA

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector

Banks

Private sector

Banks

Foreign Banks

in India

Regional Rural

Bank

(28) (27) (29) (102)

Nationalized

Bank

Other Public

Sector Banks(IDBI)

SBI and itsAssociates

(B) Scheduled Cooperative Banks

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Scheduled Urban Cooperative

Banks (55)

Scheduled State Cooperative

Banks (31)

Here we more concerned about private sector banks and competition among them.Today, there are 27 private sector banks in the banking Sector: 19 old private sectorbanks and 8 new private sector banks. These new banks have brought in state-of-the-arttechnology and aggressively marketed their products. The Public sector banks are facinga stiff competition from the new private sector banks. The banks which have been setupin the 1990s under the guidelines Of the Narasimham Committee are referred to as NEWPRIVATE SECTOR BANKS.

INDIAN BANKING INDUSTRIES

The Indian banking market is growing at an astonishing rate, with Assets expected toreach US$1 trillion by 2010. An expanding Economy, middle class, and technologicalinnovations are all Contributing to this growth.

The countrys middle class accounts for over 320 million people. In correlation with thegrowth of the economy, rising income levels, increased standard of living, and

affordability of banking products are promising factors for continued expansion.

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The Indian banking Industry is in the middle of an IT revolution, focusing on theexpansion of retail and rural banking. Players are becoming increasingly customer -

centric in their approach, which has resulted in innovative methods of offering newbanking products and services. Banks are now realizing the importance of being abig player and are beginning to focus their attention on mergers and acquisitions totake advantage of economies of scale and/or comply with Basel II regulation.Indian banking industry assets are expected to reach US$1 trillion by 2010 and arepoised to receive a greater infusion of foreign capital, says Prathima Rajan, analyst inCelent's banking group and author of the report.The banking industry should focus onhaving a small number of large players that can compete globally rather than having alarge number of fragmented players."

UPCOMING FOREIGN BANKS IN INDIA

By 2009 to 2010 few more names is going to be added in the list of foreign banks inIndia. This is as an aftermath of the sudden interest shown by Reserve Bank of Indiapaving roadmap for foreign banks in India greater freedom in India. Among them is theworld's best private bank by Euro Money magazine, Switzerland's UBS.

The following are the list of foreign banks going to set up business in India:-

Royal Bank of Scotland

Switzerland's UBS

US-based GE Capital

Credit Suisse Group

Industrial and Commercial Bank of China

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WE UNDERSTAND YOUR WORLD

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

to receive an in principle' approval from the Reserve Bank of India (RBI) to set up abank in the private sector, as part of the RBI's liberalization of the Indian BankingIndustry in 1994. The bank was incorporated in August 1994 in the name of 'HDFCBank Limited', with its registered office in Mumbai, India. HDFC Bank commencedoperations as a Scheduled Commercial Bank in January 1995.

HDFC is Indias premier housing finance company and enjoys an impeccable trackrecord in India as well as in international markets. Since its inception in 1977, theCorporation has maintained a Consistent and healthy growth in its operations to remainthe market leader in mortgages. Its outstanding loan portfolio covers well over a million

dwelling units. HDFC has developed significant expertise in retail mortgage loans todifferent market segments and also has a large corporate client base for its housingrelated credit facilities. With its experience in the financial markets, a strong marketreputation, large shareholder base and unique consumer franchise, HDFC was ideallypositioned to promote a bank in the Indian environment.

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HDFC Bank began operations in 1995 with a simple mission to be a World Class IndianBank. It realized that only a single minded focus on product quality and serviceexcellence would help us get there. Today, the Bank is proud to say that it is well on itsway towards that goal.

COMPANY PROFILE

STRONG NATIONAL NETWORK

HDFC BANK

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HDFC bank ltd provides various financial products and services. It operates in threesegments: Retail Banking, Wholesale Banking, and Treasury. The Retail bankingsegment provides various deposit products, including savings Accounts, currentaccounts, fixed deposits, and demat accounts. It also offers Auto, personal, commercialvehicle, home, gold, and educational loans; loans Against securities and property andhealth care finance Working capital finance, construction equipment finance, andwarehouse Receipt loans, as well as credit cards, debit cards, depository, investmentAdvisory, bill payments, and transactional services. In addition, this segment Sells thirdparty financial products, such as mutual funds and insurance, as Well as distributes lifeand general insurance products through its tie-ups with insurance companies and mutualfund houses. The wholesale banking Segment provides loans, non-fund facilities, andtransaction services to large Corporate, emerging corporate, small and mediumenterprise, supply chain, Public sector undertaking, central and state governmentdepartments, and Institutional customers. It offers deposit and transaction bankingproducts, Supply chain financing, working capital and term finance, agricultural loans,and funded non-funded treasury, and foreign exchange products. This segments servicesinclude trade services, cash management, and money Market, custodial, tax collection,and electronic banking. In addition, it provides correspondent bank services to co-operative banks, private banks, foreign banks, and regional rural banks. The TreasuryServices segment operates primarily in areas, such as foreign exchange, money market,interest rate trading, and Equities. As of March 31, 2009 HDFC bank had a network of1,142 branches And 3,295 automated teller machines in 528 cities in India. The companywas founded in 1994 and is based in Mumbai, India.

March 2006 March 2007 March 2008 March 2009

Cities 228 316 327 528

Branches 535 684 761 1142

ATMs 1323 1605 1977 3295

As of March 31, 2008, the Banks distribution network was at 761 Branches and 1977ATMs in 327 cities as against 684 branches and 1,605 ATMs in 316 cities as of March31, 2007. Against the regulatory approvals for new branches in hand, the Bank expectsto further expand the branch network by around 150 branches by June 30, 2008. Duringthe year, the Bank stepped up retail customer acquisition with deposit accountsincreasing from 6.2 million to 8.7 million and total cards issued (debit and credit cards)increasing from 7 million to 9.2 million. Whilst credit growth in the banking system

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slowed down to about 22% for the year ended 2008-09, the Banks net advances grew by35.1% with retail advances growing by 38.6% and wholesale advances growing by30%, implying a higher market share in both segments.

The transactional banking business also registered healthy growth with cashmanagement volumes increased by around 80% and trade services volumes by around40% over the previous year. Portfolio quality as of March 31, 2008 remained healthywith gross nonperforming assets at 1.3% and net non-performing assets at 0.4% of totalcustomer assets.

KEY EXECUTIVES

Deepak Parekh

Executive Chairman

Aditya Puri

Managing Director, Director, Member of Investors Grievance (Share) Committee,Member of Fraud Monitoring Committee, Member of Premises Committee, Member ofCredit Approval Committee and Member of Risk Monitoring Committee

Adil Patrawala

Chief Operating Officer of HDFC Securities Limited and Whole time Director of HDFCSecurities Limited

Sunil Shah

Managing Director of HDFC Securities Limited and Director of HDFC SecuritiesLimited.

Harish Engineer

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Head of Wholesale Banking, Executive Director and Member of Customer ServiceCommittee.

Paresh Sukthankar

Head of Credit, Market Risk & Investor Relations, Executive Director and Member ofRisk Monitoring Committee.

Debajeet Das

VP, Treasury

TECHNOLOGY USED IN HDFC BANK

In the era of globalization each and every sector faced the stiff competition fromtheir rivals and world also converted into the flat from the globe. After the policy ofliberalization and RBI initiatives to take the step for the private sector banks, more andmore changes are taking the part into it. That are create competition between the privatesector banks and public sector bank. Private sector banks are today used the latesttechnology for the different transaction of day to day banking life. As we know thatInformation Technology plays the vital role in the each and every industry and gives theoptimum return from the limited resources.

Banks are service industry and today it gives the innovative Technology application toBanking industries. HDFC BANK is the leader in the industries and today IT and HDFCBANK together combined they reached the sky. New technology changed the mind ofthe customers and changed the queue concept from the history banking transaction.Today there are different channels are available for the banking transactions. There are

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drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in theyear 2008 (25%). This type of technology gives the freedom to retail customers.

Centralized Processing Units Derived Economies of Scale

Electronic Straight ThroughProcessing

Reduced Transaction Cost

Data Warehousing , CRM Improve cost efficiency, Crosssell

Innovative Technology Application Provide new or superior products

HDFC BANK is the very consistent player in the new private sector banks. New privatesector banks to withstand the competition from public sector banks came up withinnovative products and superior service.

HDFC BANK PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

Auto Loan

Loan AgainstSecurity

Loan Against

Property

Personal loan

Credit card

2-wheeler loan

Saving a/c

Current a/c Fixed deposit

Demat a/c

Safe Deposit

Lockers

Mutual Fund

Bonds Knowledge Centre

Insurance

General and Health

Insurance

Equity and Derivatives

Mudra Gold Bar

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Commercial

vehicles finance

Home loans

Retail business

banking Tractor loan

Working Capital

Finance

Construction

Equipment Finance

Health Care

Finance

Education Loan

Gold Loan

Cards Payment Services Access To Bank

Credit Card

Debit Card

Prepaid Card

--------------------------------Forex Services

--------------------------------

Product & Services

Trade Services

Forex service

Branch Locater

RBI Guidelines

NetSafe

Merchant

Prepaid Refill

Billpay

Visa Billpay

InstaPay

DirectPay VisaMoney

Transfer

eMonies

Electronic FundsTransfer

Online Payment of

Direct Tax

NetBanking

OneView

InstaAlert

Mobile Banking

ATM

Phone Banking

Email Statements

Branch Network

WHOLESALE BANKING

Corporate Small and Medium

Enterprises

Financial Institutions

and Trusts

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Funded Services

Non Funded

Services

Value Added

Services Internet Banking

Funded Services

Non Funded Services

Specialized Services

Value added services

Internet Banking

BANKS

Clearing Sub-Membership

RTGS sub membership

Fund Transfer

ATM Tie-ups Corporate Salary a/c

Tax Collection

Financial Institutions

Mutual Funds

Stock Brokers

Insurance Companies

Commodities Business

Trusts

BUSINESS MIX

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Total Deposits Gross Advances Net Revenue

Retail Wholesale

HDFC Bank is a consistent player in the private sector Bank and have a

well balanced product and business mix in the Indian as well as overseasmarkets.

Customer segments (retail & wholesale) account for 84% of Net

revenues (FY 2008)

Higher retail revenues partly offset by higher operating and credit costs.

Equally well positioned to grow both segments.

.

NRI SERVICES

Accounts & Deposits Remittances

Rupee Saving a/c

Rupee Current a/c Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

North America

UK Europe

South East Asia

Middle East

Africa

Others

Quick remit

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India LinkCheque LockboxTelegraphic/ Wire TransferFunds Transfer Cheques/DDs/TCs

Investment & Insurances Loans

Mutual Funds

Insurance

Private Banking

Portfolio Investment Scheme

Home Loans

Loans Against Securities

Loans Against Deposits

Gold Credit Card

Payment Services Access To Bank

Net Safe Bill Pay

InstaPay

Direct Pay

Visa Money

Online Donation

Net Banking One View

InstaAlert

ATM

Phone Banking

Email Statements

Branch Network

BUSINESS STRATEGY

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselvesagainst international standards and best Practices in terms of product offerings,technology, service levels, risk management and audit & compliance. The objective is tobuild sound customer franchises across distinct businesses so as to be a preferred

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provider of banking services for target retail and wholesale customer segments, and toachieve a healthy growth in profitability, consistent with the Bank's risk appetite. Bankis committed to do this while ensuring the highest levels of ethical standards,professional integrity, corporate governance and regulatory compliance. Continue todevelop new product and technology is the main business strategy of the bank. Maintain

good relation with the customers is the main and prime objective of the bank.

HDFC BANK business strategy emphasizes the following:

Increase market share in Indias expanding banking and financial services

industry by following a disciplined growth strategy focusing on quality and noton quantity and delivering high quality customer service.

Leverage our technology platform and open scaleable systems to deliver more

products to more customers and to control operating costs.

Maintain current high standards for asset quality through disciplined credit risk

management.

Develop innovative products and services that attract the targeted customers

and address inefficiencies in the Indian financial sector.

Continue to develop products and services that reduce banks cost of funds.

Focus on high earnings growth with low volatility.

INSIDE HDFC BANK

FIVE S, PART OF KAIZEN

WORK PLACE TRANSFORMATION

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Focus on effective work place organization

Believe in

Small changes lead to large improvement

Every successful organization has their own strategy to win the race in the competitivemarket. They use some technique and methodology for smooth running of business.HDFC BANK also acquired the Japanese technique for smooth running of work andeffective work place organization.

Five S Part of Kaizen is the technique which is used in the bank For easy andsystematic work place and eliminating unnecessary things from the work place.

BENEFIT OF FIVE S

It can be started immediately.

Every one has to participate.

Five S is an entirely people driven initiatives.

Brings in concept of ownership.

All wastages are made visible.

FIVE S Means:-

S-1 SORT SEIRIS-2 SYSTEMATIZE SEITON

S-3 SPIC-N-SPAN SEIRO

S-4 STANDARDIZE SEIKETSU

S-5 SUSTAIN SHITSUKE

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(1) SORT:-

It focuses on eliminating unnecessary items from the work place.

It is excellent way to free up valuable floor space.

It segregates items as per require and wanted.

(2) SYSTEMATIZE:-

Systematize is focus on efficient and effective Storage method.

That means it identify, organize and arrange retrieval.

It largely focuses on good labeling and identification practices.

Objective: - A place for everything and everything in its place.

(3) SPIC- n - SPAN:-

Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense ofownership.

(4) STANDERDIZE:-

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FrequentlyRequired

LessFrequently

RequiredRemove

everything fromworkplaceWanted but

not required Junk


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It focuses on simplification and standardization. It involves standard rules and policies.It establish checklist to facilitate autonomous maintenance of workplace. It assignsresponsibility for doing various jobs and decides on Five S frequency.

(5) SUSTAIN:-

It focuses on defining a new status and standard of organized work place. Sustain meansregular training to maintain standards developed under S-4. It brings in self- disciplineand commitment towards workplace organization.

LABELLING ON FILE

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FILE NUMBER

SUBJECT

FROM DATE

TO DATE

OWNER

BOX LABEL

For Example

1 / 3 / A / 6

1 Work Station (1)3 Drawer (3)A - Shelf (A)6 File Number (6)

COLOUR CODING OF FILES

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DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others

In the HDFC BANK each department has their different color coding apply on thedifferent file. Due to this everyone aware about their particular color file which iscoding on it and they save their valuable time. It is a part of Kaizen and also included inthe system of the Five S. Logic behind it that, the color coding is always differentiatingthe things from the similar one.

HUMAN RESOURCES

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The Banks staffing needs continued to increase during the year particularly in the retailbanking businesses in line with the business growth. Total number of employees

increased from 14878 as of March31, 2006 to 21477 as of March 31, 2007. The Bankcontinues to focus on training its employees on a continuing basis, both on the job andthrough training programs conducted by internal and external faculty.

The Bank has consistently believed that broader employee ownership of its shares has apositive impact on its performance and employee motivation. The Banks employeestock option scheme so far covers around 9000 employees.

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RUPEE EARNED - RUPEE SPENT

It is more important for every organization to know about from where and where to spentmoney. And balanced between these two things rupee earned and rupee spent arerequired for smooth running of business and financial soundness. This type of watch cancontrol and eliminate the unnecessary spending of business. In this diagram it includeboth things from where Bank earned Rupee and where to spent.

HDFC BANK earned from the Interest from Advances 51.14 %, Interest fromInvestment 27.12 %, bank earned commission exchange and brokerage of 15.25 %.

These are the major earning Sources of the bank. Bank also earned from the Forex andDerivatives and some other Interest Income. Bank spent 39.75 % on Interest Expense,30.27 % on Operating Expense and 14.58 % on Provision. Bank also spent DividendandTax on dividend, Loss on Investment, Tax. As we discuss above that balancing is mustbetween these two for every organization especially in the era of globalization wherethere are stiff competition among various market players.

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RECENT DEVELOPMENT

The Reserve Bank of India has approved the scheme of amalgamation of CenturionBank of Punjab Ltd. with HDFC Bank Ltd. with effect from May 23, 2008.

All the branches of Centurion Bank of Punjab will function as branches of HDFC Bankwith effect from May 23, 2008. With RBIs approval, all requisite statutory andregulatory approvals for the merger have been obtained.

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The combined entity would have a nationwide network of 1167 branches; a strongdeposit base of around Rs.1,22,000 crores and net advances of around Rs.89,000 crores.The balance sheet size of the combined entity would be over Rs.1,63,000 crores.

Merger with Centurion Bank of Punjab Limited

On March 27, 2008, the shareholders of the Bank accorded their consent to a scheme ofamalgamation of Centurion Bank of Punjab Limited with HDFC Bank Limited. Theshareholders of the Bank approved the issuance of one equity share of Rs.10/- each ofHDFC Bank Limited for every 29 equity shares of Re. 1/- each held in CenturionBank of Punjab Limited. This is subject to receipt of Approvals from the Reserve Bankof India, stock exchanges and other requisite statutory and regulatory authorities. Theshareholders Also accorded their consent to issue equity shares and/or warrantsconvertible into equity shares at the rate of Rs.1,530.13 each to HDFC Limitedand/or other promoter group companies on preferential basis, subject to finalregulatory approvals in this regard. The Shareholders of the Bank have also approved

an increase in the authorized capital from Rs.450 crores to Rs.550 crores.

Promoted in 1995 by Housing Development Finance Corporation (HDFC), India'sleading housing finance company, HDFC Bank is one of India's premier banks providinga wide range of financial products and services to its over 11 million customers acrosshundreds of Indian cities using multiple distribution channels including a pan-India

network of branches, ATMs, phone banking, net banking and mobile banking. Within arelatively short span of time, the bank has emerged as a leading player in retail banking,wholesale banking, and treasury operations, its three principal business segments. Thebank's competitive strength clearly lies in the use of technology and the ability to deliverworld-class service with rapid response time. Over the last 13 years, the bank hassuccessfully gained market share in its target customer franchises while maintaininghealthy profitability and asset quality.

As on March 31, 2008, the Bank had a network of 761 branches and 1,977 ATMs in 327

cities. For the year ended March 31, 2008, the Bank reported a net profit of INR15.90 billion (Rs.1590.2crore),up 39.3%, over the corresponding year endedMarch 31, 2007. As of March 31, 2008 total deposits were INR 1007.69 billion,(Rs.100,769 crore) up 47.5% over the corresponding year ended March 31, 2007.Total balance sheet size too grew by 46.0% to INR 1,331.77 billion (133177 crore).Leading Indian and international Publications have recognized the bank for itsperformance and quality.

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Centurion Bank of Punjab is one of the leading new generations Private sector banks inIndia. The bank serves individual consumers, small and medium businesses and largecorporations with a full range of financial products and services for investing, lending

and advice on financial planning. The bank offers its customers an array of wealthmanagement products such as mutual funds, life and general insurance and hasestablished a leadership position. The bank is also a strong player in foreign exchangeservices, personal loans, mortgages and agricultural loans.

Additionally the bank offers a full suite of NRI banking products to Overseas Indians.On 29th August 2007, Centurion Bank of Punjab merged with Lord Krishna Bank(LKB), post obtaining all requisite statutory and regulatory approvals. This mergerhas further strengthened the geographical reach of the Bank in major towns andcities across the country, especially in the State of Kerala, in addition to its existing

dominance in the northern part of the country.

Centurion Bank of Punjab now operates on a strong nationwide franchise of 404branches and 452 ATMs in 190 locations across the country, supported by employeebase of over 7,500 employees. In addition to being listed on the major Indian stockexchanges, the Banks shares are also listed on the Luxembourg Stock Exchange.

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ACHIEVEMENT IN 2009

UTI MF-CNBC TV18Financial AdvisorAwards 2009

Best Performing Bank

Business Standard BestBanker Award

Mr. Aditya Puri, MD, HDFC Bank

Fe Best Bank Awards2009

- Best Innovator of the year award for MD Mr. Aditya Puri- Second Best Private Bank in India- Best in Strength and Soundness Award

Euro money Awards2009

'Best Bank in India'

Economic Times Brand

Equity & NielsenResearch annual survey2009

Most Trusted Brand - Runner Up

Asia Money 2009Awards 'Best Domestic Bank in India'

IBA BankingTechnology Awards2009

'Best IT Governance Award - Runner up'

Global Finance Award 'Best Trade Finance Bank in India for 2009

IDRBT BankingTechnology ExcellenceAward 2008

'Best IT Governance and Value Delivery'

Asian Banker Excellence in RetailFinancial Services

'Asian Banker Best Retail Bank in India Award 2009 '

37
http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23


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SWOT ANALYSIS

STRENGTH

Right strategy for the right

products.

Superior customer service vs.

competitors.

Great Brand Image

Products have required

accreditations.

High degree of customer

satisfaction.

Good place to work

Lower response time with

efficient and effective service.

Dedicated workforce aiming atmaking a long-term career inthe field.

WEAKNESSES

Some gaps in range for certain

sectors.

Customer service staff needs

training.

Processes and systems, etc

Management cover insufficient.

Sectoral growth isconstrained by lowunemployment levels andcompetition for staff

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Opportunities

Profit margins will be good.

Could extend to overseas broadly.

New specialist applications.

Could seek better customer deals.

Fast-track career development

opportunities on an industry-widebasis.

An applied research centre to create

opportunities for developingtechniques to provide added-valueservices.

Threats

Legislation could impact.

Great risk involved

Very high competition prevailing in

the industry.

Vulnerable to reactive

attack by major competitors Lack of infrastructure in rural areas

could constrain investment.

High volume/low cost market is

intensely competitive.

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OBJECTIVES OF THE STUDY

To know the customer satisfaction level and their perception regarding HDFC

Bank.

To know the customer awareness regarding the Banks products.

To know the level of interest of customer regarding the different schemes ofbank.

To know the preference of customer regarding the extra services.

To know the problems of customer regarding bank.

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RESEARCH METHODOLOGY

Research is a careful investigation or inquiry especially through search for new facts inbranch of knowledge: market research specifies the information. Required to addressthese issues: designs the method for collecting information: manage and implements thedata collection process analyses the results and communicates the finding and theirimplications.

Research problem is the one which requires a researcher to find out the best solution forthe given problem that is to find out the course of action, the action the objectives can beobtained optimally in the context of a given environment.

RESEARCH DESIGN

A framework or blueprint for conducting the research project. It specifies the details of

the procedures necessary for obtaining the information needed to structure and/or solve

research problems. A good research design lays the foundation for conducting the

project. A good research design will ensure that the research project is conductedeffectively and efficiently. Typically, a research design involves the following

components, or tasks:

Define the information needed.

Design the research.

Specify the measurement and scaling procedures.

Construct and present a questionnaire or an appropriate form for data collection.

Specify the sampling process and sampling size.

Develop a plan of data analysis.

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Data Collection: - The objectives of the project are such that both primary andsecondary data is required to achieve them. So both primary and secondary data wasused for the project. The mode of collecting primary data is questionnaire mode andsources of secondary data are various magazines, books, newspapers, & websites etc.

1. Primary Data: The primary data was collected to measure the customersatisfaction and their perception regarding HDFC Bank. The primary data was collectedby means of questionnaire and analysis was done on the basis of response received fromthe customers. The questionnaire has been designed in such a manner that theconsumers satisfaction level can be measured and consumer can enter his responseseasily.

2. Secondary Data: The purpose of collecting secondary data was to achieve theobjective of studying the recent trends and developments taking place in banking.

Sample size

100 customers were selected.

Sampling Unit

Gurdaspur

Sampling Technique

Convenient sampling.

Analysis and Interpretation

After the data collection, it was compiled, classified and tabulated manually and withhelp of computer. Then the task of drawing inferences was accomplished with the helpof percentage and graphic method.

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1. For how long you are part of HDFC Bank?

Response No. of Respondents %age of RespondentsLess than 6 Months 20 20%

Less than 1 Year 37 37%

Less than 2 Years 14 14%

More than 2 Years 29 29%

Total 100 100%

20%

37%14%

29%

Less than 6 Months Less than 1 Year

Less than 2 Years More than 2 Years

Interpretation:

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From the above graph it is clear that majority of the respondents are part of HDFC Bankfrom last one year i.e. 37%; 29% of the respondents are part of HDFC Bank from lastmore than 2 years; 20% respondents from 6 months and remaining 14% respondents arepart of HDFC Bank for last two years.

2. What are reasons that attract you to be a customer of the

bank?

Response No. of Respondents %age of Respondents

Image 25 25%Extra Services 25 25%

Services 45 45%

All of above 5 5%

image05

10

15

20

25

30

35

40

45

image

Extra services

services

all of above

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Interpretation:

From the above graph it is clear that majority of the respondents i.e. 45% are becomepart of HDFC Bank because of its services; 25% because of its image; 25% because ofits extra services and rest because of all the three factors.

3. Are you aware of the different services offered by HDFC

Bank?

Response No. of Respondents %age of RespondentsYes 91 91%No 9 9%

Total 100 100%

91%

9%

Yes No

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Interpretation:

From the above graph it is clear that majority of the respondents are aware of productsand services offered by HDFC Bank i.e. 91% and 9% respondents are not aware ofservices offered by HDFC Bank.

4. Do you know about these following services of the bank?

Response No. of Respondents %age of RespondentsSaving a/c 100 100%

Fixed deposits 100 100%Current a/c 53 53%

Demat a/c 5 5%

Credit cards 25 25%

Mutual funds 16 16%

Loans 95 95%

0

20

40

60

80

100

120

saving a/c

fixed deposits

current a/c

demat a/c

credit cards

mutual funds

loans

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Interpretation:

From the above graph it is clear that majority of the respondents are aware of saving a/c& FDs i.e. 100%.53% are aware about current a/c, 5% demat a/c, 25% credit card, 16%mutual fund and 95% are aware of loans.

5. Which of these services are you using?

Response No. of Respondents %age of RespondentsSaving a/c 65 65%Fixed deposits 58 58%

Current a/c 40 40%

Demat a/c 3 3%

Credit cards 0 0%

Mutual funds 10 10%

Loans 47 47%

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010203040506070

saving a/c

saving a/c

fixed deposits

current a/c

demat a/c

credit card

mutual funds

loans

Interpretation:

From the above graph it is clear that majority of the respondents are using saving a/c i.e.65%.58% are using FDs, 40% current a/c, 3% demat a/c, 0% credit card, 10% mutual

fund and 47% are aware of loans.

6. Which of these services are you further interested in?

Response No. of Respondents %age of RespondentsSaving a/c 20 20%

Fixed deposits 24 24%Current a/c 10 10%

Demat a/c 0 0%

Credit cards 0 0%

Mutual funds 23 23%

Loans 19 19%

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0

5

10

15

20

25

30

saving a/c

FD's

current a/c

demat a/c

credit cards

mutual funds

loans

Interpretation:

From the above graph it is clear that majority of the respondents are interesting in FDsi.e. 24%,20% are interesting in saving a/c, 40% current a/c, 23% mutual fund, 19% in

loans and no body is interesting in credit cards and demat a/cs.

7. Which service of the bank would you rate the best?


Saving a/c 33 33%Fixed deposits 40 40%

Current a/c 12 12%

Demat a/c 0 0%

Credit cards 0 0%

Mutual funds 10 10%

Loans 5 5%

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0

5

10

15

20

25

30

35

40

saving a/c

FD's

current a/c

demat a/c

credit cards

mutual funds

loans

Interpretation:

From the above graph it is clear that 33% of the respondent rate saving a/c, the bestproduct. 40% said FDs are best. 12% said current a/c.10% said about mutual funds.5%said about loans and no one rate demat a/c & credit card.

8. Do you know about the Extra services being provided by the

bank?

Response No. of Respondents %age of RespondentsYes 69 69%

No 41 41%

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yes

no69%

Interpretation:

From the above graph it is clear that 69% of the respondents are known about theinnovative services and the rest is unknown about it.

9. Which of the following Extra service of the bank would you

like to go in for?

Response No. of Respondents %age of RespondentsPhone banking 5 5%

ATM 60 60%

Net banking 10 10%

Bill payment 10 10%

Non of these 5 5%

All of these 10 10%

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0 20 40 60 80

all of these

non of these

bill payment

net banking

ATM

phone banking

Interpretation:

From the above graph it is clear that 5% of the respondents would like to go for phonebanking, 60% for ATMs, 10% for net banking, 10% for bills payment, 5% dont wantany innovative services and 10% want all these services.

10. What is your perception about the service of the bank?


Good 35 35%Average 55 55%

Poor 10 10%

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0

10

20

30

40

50

60

Good

Average

Poor

Interpretation:

From the above graph it is clear that 35% of the respondents found the service of HDFCBank good, 55% found it average and 10% found it poor.

11. Are you satisfied with the dealing of the bank officials?


Yes 30 30%No 25 25%

To some extent 45 45%

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0

5

10

15

20

25

30

35

40

45

Yes

NO

TO some

extent

Interpretation:

From the above graph it is clear that 30% of the respondents are satisfied with thedealing of the bank officials, 45% are not fully satisfied and 25% are dissatisfied.

12. Any problem you are facing regarding the bank?

Response No. of Respondents %age of RespondentsTimeliness 78 78%

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Customer relationship 12 12%

Infrastructure 10 10%

Others 0 0%

0

10

20

30

40

50

60

70

80

Timeliness

Customer

relationshipInfrastrusture

Other

Interpretation:

From the above graph it is clear that 78% of the respondent facing the problem oftimeliness, 12% customer relationship and 10% of infrastructure.

13. How likely are you to recommend Bank services to a

friend or colleague?

Response No. of Respondents %age of RespondentsVery unlikely 8 8%

Somewhat unlikely 30 30%

Neither likely nor unlikely 17 17%

Somewhat likely 35 35%

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Very likely 10 10%

very unlikely

somewhat

unlikely

neither likely

nor unlikely

somewhat

likelyvery likely

Interpretation:

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% saidsomewhat unlikely, 17% said neither likely nor unlikely, 35% said somewhat likelyand 10% said very likely.

14. How will you rate the HDFC Bank in maintaining good

customer relationship?

Response No. of Respondents %age of RespondentsGood 20 20%

Average 57 57%

Poor 33 33%

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good

Average

bad

Interpretation:

From the above graph it is clear that 20% of the respondents said HDFC Bank is good inmaintaining customer relationship, 57% said it is average and rest 33% said it is poor inthe maintenance.

15. What is your overall satisfaction rating with our bank?

Response No. of Respondents %age of RespondentsVery dissatisfied 2 2%

Somewhat dissatisfied 9 9%

Neither satisfied nor 21 21%

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dissatisfied

Very satisfied 48 48%

Somewhat satisfied 20 20%

Rating of the company

2921

48

20

0 50 100 150

very dissatisfied

somewhat

dissatisfied

neither satisfied

very satisfied

somewhat satisfied

Interpretation:

From the above graph it is clear that 48% of the respondents are very satisfied with thebank, 20% are somewhat satisfied, 21% are neither satisfied nor dissatisfied, 9% aresomewhat dissatisfied and 2% are very much dissatisfied with the bank.

FINDINGS OF THE STUDY

Majority of the customers are satisfied with HDFC Bank.

Majority of the customers are aware of services and extra services offered byHDFC Bank. But not all the services.

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The majority of the customers found services of the bank are average.

Majority of the respondents are found the bank is average in maintaining thegood customer relationship.

Majority of the respondent said that they are facing the problem of timeliness andrest are facing problem of customer relationship and infrastructure.

The perception of the majority of the customer regarding the bank is goodbecause majority of the customers are satisfied with the bank and they also recommendthe products of the bank.

The most preferable extra service is ATMs and the less preferable services arebills payment, net banking and phone banking.

The majority of customers are more interested in FDs, mutual funds and savinga/cs.

The majority of the customers are satisfied with the dealing of the officials uptosome extent.

Main factor that attract customers towards bank is the services of the bank.

Services that are most used by the customer are saving a/c, FDs, current a/c andloans.

SUGGESTIONS AND RECOMMENDATIONS

More stress should give on the advertisement and promotional activities.

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The Bank should make some efforts to improving good relationship withcustomer.

The bank should enhance their services according to the needs of the customer.

The bank makes its procedures less time consuming.

The bank should make effort to aware the customers about their all the extraservices.

LIMITATIONS OF THE STUDY

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It is said, Nothing is perfect and if the quite is true, I am sure that there would be fewshortcoming in this project also. Sincere efforts have been made to eliminatediscrepancies as far as possible but few would have reminded due to limitations of thestudy. These are:

The research was carried out in a short period.

Limited sample size.

The information given by the respondent might be biased some of them might notbe interested to given correct information.

Some of the respondents of the survey were unwilling to share information.

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CONCLUSION

At the end I would like to conclude that The Indian banking market is growing at an

astonishing rate, with Assets expected to reach US$1 trillion by 2010. HDFC bank had a

network of 1,142 branches And 3,295 automated teller machines in 528 cities in India..

The majority of customers are satisfied. But the bank should target on the rest of the

customers who are not satisfied. The customers are aware about the banks services but

the Bank should try to create more awareness among people. HDFC Bank should lay

more stress on advertisements, both in print as well as in other media for this purpose.

Number of formalities should reduce, as customer feels irritated with lots of formalities

and it will save the time of customer and Bank also.

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BIBLIOGRAPHY

www.bnknetindia/com/banking/finance

http://en.wikipedia.org/wiki/bankingfinancialcompany

www.hdfcbank.com

www.hdfcbank/products/finance

www.google.com

www.iloveindia.com.

63
http://www.bnknetindia/com/banking/financehttp://en.wikipedia.org/wiki/bankingfinancialcompanyhttp://www.hdfcbank.com/http://www.hdfcbank/products/financehttp://www.google.com/http://www.bnknetindia/com/banking/financehttp://en.wikipedia.org/wiki/bankingfinancialcompanyhttp://www.hdfcbank.com/http://www.hdfcbank/products/financehttp://www.google.com/


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QUESTIONNAIRE

Name ______________________ Age _______________________

Gender _____________________ Occupation _________________

Annually Income _____________ e-mail _____________________

Address _____________________________________________________

1. For how long you are part of HDFC Bank?

Less than 6 Months ( ) Less than 1 Year ( )Less than 2 Years ( ) More than 2 Years ( )

2. What are reasons that attract you to be a customer of the bank?

a) its image ( )

b) its service ( )

c) products ( )

d) all of the above ( )

3. Are you aware of the different services offered by HDFC Bank?

Yes ( ) No ( )

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4. Do you know about these services of the banking industry?

a) Savings a/c Yes/no

b) Fixed deposits yes/no

c) Current a/cs yes/no

d) Demat a/cs yes/no

e) Credit card yes/no

f) Insurances yes/no

g) Mutual funds yes/no

h) Loans yes/no

5. Which of these products are you using?

a) Savings a/c yes/no

b) Fixed deposits yes/no

c) Current a/c yes/no

d) De-mat a/c yes/no

e) Credit card a/c yes/no

f) Insurance yes/no

g) Mutual finds yes/no

h) Loans yes/no

6. Which of these products are you more interested in?

a) Savings a/c yes/no

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B) Fixed deposits yes/no

c) Current a/c yes/no

d) De-mat a/c yes/no

e) Credit card a/c yes/no

f) Insurance yes/no

g) Mutual finds yes/no

h) Loans yes/no

7. Which services of the banks would you rate the best?

a) Saving a/c

b) Fixed deposits

c) Current a/c

d) De-mat a/c

e) Credit card a/c

f) Insurance

g) Mutual finds

h) Loans

8. Do you know about the extra services being provided by

the bank?

a) Yes

b) No

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9. Which of the following extra service of the banks would you

Like to go in for?

a) Phone banking ( )

b) ATM ( )

c) Net banking ( )

d) Mobile banking ( )

e) Bill payment ( )

f) None of these ( )

g) All of these ( )

10. What is your perception regarding the service of the bank?

a) Good ( )

b) Average ( )

c) Poor ( )

11. Are you satisfied with the dealing of the bank officials?

a. Yes ( )

b. No ( )

c. To some extend ( )

12. Any problem you are facings regarding the bank?Timeliness ( )Customer relationship ( )Infrastructure ( )

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Others ( )

13. How likely are you to recommend Bank services to a friend or colleague?

(1) Very unlikely ( )(2) Somewhat unlikely ( )(3) Neither likely nor unlikely ( )(4) Very likely ( )(5) Somewhat likely ( )

14. How will you rate the HDFC Bank in maintaining good customer relationship?(1) Good ( )(2) Average ( )(3) Poor ( )

15. What is your overall satisfaction rating with our company?(1) Very dissatisfied ( )(2) Somewhat dissatisfied ( )(3) Nether satisfied nor dissatisfied ( )(4) Very satisfied ( )

(5) Somewhat satisfied ( )

Thanks for participating in the survey.

Documents

Custmer Satisfaction Regarding HDFC BANK