SYNOPSIS FOR RESEARCH PROJECT REPORT

(BBA-605)

On

“A STUDY ON CUSTOMER SATISFATION

TOWARDS THE NET BANKING SERVICES OF HDFC

BANK IN LUCKNOW CITY”

Towards partial fulfillment of

Bachelor of Business Administration (BBA)

(BBD University, Lucknow)

Submitted to: Submitted by:

Ms. Harleen Kaur Maryam

Roll No. 1140671100

Session 2016-2017

School of Management

Babu Banarasi Das University

Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

1. TOPIC:

“A STUDY ON CUSTOMER SATISFATION TOWARDS THE NET

BANKING SERVICES OF HDFC BANK IN LUCKNOW CITY”

2. INTRODUCTION & REVIEW OF LITERATURE:

NET BANKING

With cyber cafes and kiosks springing up in different cities access to the Net is going to be easy.

Net banking (also referred as e banking) is the latest in this series of technological wonders in the

recent past involving use of Internet for delivery of banking products & services. Even the

Morgan Stanley Dean Witter Internet research emphasized that Web is more important for retail

financial services than for many other industries.

Internet banking is changing the banking industry and is having the major effects on banking

relationships. Banking is now no longer confined to the branches were one has to approach the

branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. In true

Internet banking, any inquiry or transaction is processed online without any reference to the

branch (anywhere banking) at any time. Providing Internet banking is increasingly becoming a

"need to have" than a "nice to have" service. The net banking, thus, now is more of a norm rather

than an exception in many developed countries due to the fact that it is the cheapest way of

providing banking services.

HDFC Bank

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

receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the

private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The

bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered

office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank

in January 1995.

LIETARURE REVIEW

A number of researches have been conducted on net banking and its adoption, development and

its perils. Due to shortage of time and resources, a review of all the past researches done could

not be mentioned in this research project. So, a snapshot of some of the reviews have been

presented.

Nath et.al (2001) in their study found that in every industry, E-commerce is revolutionizing the

way business is conducted. New business models are replacing outdated ones and organizations

are rethinking business process designs and customer relationship management strategies. Banks

are no exception to this transformation. This study examines bankers' views on providing

banking services to customers using the web. Specifically, it addresses issues such as the

strategic need for Internet banking, its effect on customer-bank relationships, and customers'

experiences in Internet banking. Data collected from 75 banks show that most banks do not yet

offer full-fledged Internet banking. However, most have plans to do so. Furthermore, bankers see

Internet banking as a strategic opportunity that can reduce transaction costs, enhance customer

service, increase the customer base and improve cross-selling opportunities. Also, Internet

banking is perceived more favorably by banks that offer it compared to those that do not.

Corrocher (2002) in his study examined the drivers of the adoption of the Internet banking, in

order to understand its role with respect to the traditional banking activity and to offer a

comprehensive picture of the diffusion of such a technology within the sector. In doing so, it

analyses the role of firm-specific and non firm-specific (technology, market, environment)

characteristics in influencing the decision to adopt the new technological platforms to perform

on-line banking transactions within the retail segment of the financial sector. The main purpose

of this paper is to investigate the relationship between the Internet banking and the traditional

banking activity, in order to understand if these two systems of financial services delivery are

perceived as substitutes or complements by the banks.

3. NEED OF THE STUDY

In this study we will be study all the aspects of internet banking, its introduction, its

development, adoption by the customers, consumer’s perception about this service, its success

and security related issues. But a very few researchers had studied the net banking service with

respect to the HDFC Bank.

4. SCOPE OF THE STUDY

Traditional branch based retail banking remains the most wide spread method for banking

transaction. However the internet technology rapidly changing the way of designing and

delivering the personal services. Now Commercial banking are introduced internet based e-

banking system to improve their operations and to reduce the cost. Despite all their efforts aimed

at developing better and easier internet banking system, these systems remain unnoticed by the

customer. Therefore there is a need to understand users’ acceptance of internet banking and a

need to identify the factors that can affect their intention to use the Internet Banking.

The area where the study will be conducted is Lucknow City.

5. PROBLEMS DEFINITION:

Banking is a customer oriented service industry, where the customer is in focus and customer

service is a differentiating factor. The traditional functions of banking are very limited one.

Economic reforms initiated by the government of India in the early 1990’s have brought about a

sea change in the operational environment of the financial sector and the functioning outlook of

Indian banks. Customer expects many services with the various deliver mode in the speedy and

economically. Modern World Bank is fully based on computerization connected with the

Internet. Internet banking provides new opportunities for banks to expand their markets and

services not only in the local level but also into the world level. The Internet banking revolution

has made it possible to provide ease and flexibility in banking operations to the benefit of

customers. The e- banking has made the customer say goodbye to limited time banking and local

area operation. Due to the enormous benefits of Internet banking most of the customer opt for

Internet Banking services.

This study provides an opportunity to know role of Internet banking service in commercial banks

and its customer satisfaction is analyzed. The present study also focuses on the awareness of the

technology oriented services offered to their customers in the Lucknow City.

Contact for more

ShriKrishna

Computer Care & Cyber Zone

Chinhat Lucknow

Mo no- 9554444951

Summer Training Report

Research Report

Field Work

Project Work