hdfc satisfaction

7/28/2019 Hdfc Satisfaction

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CHAPTER 1

INTRODUCTION

A banker or bank is a financal institution whose primary activity is to act as a

payment agent for customers to borrow and lend.The first modern bank was

founded in Italy in Genoa in 1406, its name was Banco di San Giorgio(Bank

of St. George).

Many other financial activities were added over time. For example banks are

important players in financial markets and offer financial services such as

investment funds. In some countries such as Germany banks are the primary

owners of industrial corporations while in other countries such as the United

States banks are prohibited from owning non-financial companies. In Japan,

banks are usually the nexus of cross share holding entity known as zaibatsu In

FranceBancassurance is highly present, as most banks offer insurance

services (and now real estate services) to their clients

Indias financial service industry is dominated by the banking sector that

contributes significantly to the revenue of this industry. To be sure, the

industry has generated tremendous employment opportunities for the large

sector of the strength and flexibility of its banking structure. In the Indian

context; banking is verily the proxy and indeed the cornerstone of the overall

economic growth of the country. Before liberalization, the Indian banking


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structure was largely controlled and parameters like branch size and location

were given paramount importance.

The Indian banking industry has come from a long way from being a sleepy

business institution to a highly proactive and dynamic entity. This

transformation has been largely brought about by the large dose of

liberalization and economic reforms that allowed banks to explore new

business opportunities rather than generating revenues from conventional

streams (i.e. borrowing and lending). The banking industry in India is highly

fragmented with 30 banking units contributing to almost 50% of deposit and

60% of advances. Indian nationalized banks (bank owned by the government)

continue to be the major lenders in the economy due to their sheer size and

penetrative networks which assures them high deposit mobilization. The

Indian banking industry can be broadly categorized into nationalized, private

banks and the specialized banking institutions.

The Reserve Bank of India acts as a centralized body monitoring any

discrepancies and shortcomings in the system. It is foremost monitoring body

in the Indian financial sector. The nationalized banks (i.e. government owned

banks) continue to dominate Indian banking arena. Industries estimates

indicate that out of 274 commercial banks operating in India, 223 banks are in

public sector 51 are in private sector.

The private sector grid also includes 24 foreign banks that have started their

operations here. Under the ambit of the nationalized banks comes the


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specialized banking institution. These institutions (i.e. co-operatives, rural

development, imports and exports etc. these banks nimble footed in approach

and armed with efficient branch networks focus primarily on high revenue,

rich retail segments.

Unlike the commercial banks the co-operative do not lend on the basis of a

prime-lending structure and hence have lower overheads. This enables them

to give a marginally higher percentage on saving deposits. Many of these co-

operative banks diversified in specialized areas (catering to the vast retail

audience) like car finance, housing loans, truck finance etc. In order to banks

too have invested heavily in information technology to offer high-end

computerized services to its clients.

Figure: An application of Porters Five Forces model to the banking industry

Threat of new entrants- HIGH

Bargaining power Bargaining power

Suppliers-LOW buyers- HIGH

Threat of substitutes- LOW

NEW ENTRANTS

INDUSTRY

COMPETITORS -LOW

SUBSTITUTES

BUYERSSUPPLIERS


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The first bank in India, though conservative, was established in 1786. From

1786 till today, the journey of Indian Banking System can be segregated into

three distinct phases. They are as mentioned below:

Early phase from 1786 to 1969 of Indian Banks: Nationalization of

Indian Banks and up to 1991 prior to Indian banking sector Reforms.

New phase of Indian Banking System with the advent of Indian

Financial & Banking Sector Reforms after 1991: It is discussed in

three phases Phase I, Phase II and Phase III.

o Phase I : The General Bank of India was set up in the year 1786.

Next came Bank of Hindustan and Bengal Bank. The East India

Company established Bank of Bengal (1809), Bank of Bombay

(1840) and Bank of Madras (1843) as independent units and

called it Presidency Banks. These three banks were

amalgamated in 1920 and Imperial Bank of India was

established which started as private shareholders banks,

mostlyEuropeansshareholders.In 1865 Allahabad Bank was

established and first time exclusively by Indians, Punjab

National Bank Ltd. was set up in 1894 with headquarters at

Lahore. Between 1906 and 1913, 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


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experienced periodic failures between 1913 and 1948. There

were approximately 1100 banks, mostly small. To streamline

the functioning and activities of commercial banks, the

Government of India came up with The Banking Companies

Act, 1949 which was later changed to Banking 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 banking in India as the Central Banking

Authority. During those days public has lesser confidence in the

banks. As an aftermath deposit mobilization was slow. Abreast

of it the savings bank facility provided by the Postal department

was comparatively safer. Moreover, funds were largely given to

traders.

o Phase II : Government took major steps in this Indian Banking

Sector Reform after independence. In 1955, it nationalized

Imperial Bank of India with extensive banking facilities on a

large scale especially in rural and semi-urban areas. It formed

State Bank of India to act as the principal agent of RBI and to

handle banking transactions of the Union and State

Governments all over the country. Seven banks forming

subsidiary of State Bank of India was nationalized in 1960 on

19th July, 1969, major process of nationalization was carried


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out. It was the effort of the then Prime Minister of India, Mrs.

Indira Gandhi. 14 major commercial banks in the country was

nationalized. Second phase of nationalization Indian Banking

Sector Reform was carried out in 1980 with seven more banks.

This step brought 80% of the banking segment in India under

Government ownership. The following are the steps taken by

the Government of India to Regulate Banking Institutions in the

Country:

1949: Enactment of Banking Regulation Act.

1955: Nationalization of State Bank of India.

1959: Nationalization of SBI subsidiaries.

1961: Insurance cover extended to deposits.

1969: Nationalization of 14 major banks.

1971: Creation of credit guarantee corporation.

1975: Creation of regional rural banks.

1980: Nationalization of seven banks with deposits over

200 crores.

After the nationalization of banks, the branches of the public

sector bank India rose to approximately 800% in deposit

1,000% Banking in the sunshine of Government ownership

gave the public implicit faith and immense confidence about the

sustainability of these institutions.


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o Phase III : This phase has introduced many more products and

facilities in the banking sector in its reforms measureThe

country is flooded with foreign banks and their ATM stations.

Efforts are being put to 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

importance than money. The financial system of India has

shown a great deal of resilience. It is sheltered from any crisis

triggered by any external macroeconomics shock as other East

Asian Countries suffered. This is all due to a flexible exchange

rate regime, the foreign reserves are high, the capital account is

not yet fully convertible, and banks and their customers have

limited foreign exchange exposure.

CUSTOMER AND CUSTOMER SATISFACTION

Customer is defined as anyone who receives that which is produced by

the individual or organization that has value. Customer expectations are

continuously increasing. Brand loyalty is a thing of the past. Customers seek

out products and producers that are best able to satisfy their requirements. A

product does not need to be rated highest by customers on all dimensions,

only on those they think are important.

Customer satisfaction, a business term, is a measure of how products

and services supplied by a company meet or surpass customer expectation. It
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is seen as a key performance indicator within business. 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.

It is 5 times more expensive to acquire a new customer than to retain

an old one. Good customer support is crucial when it comes to retaining

customers and driving more sales, but how do operations deliver exceptional

service to ensure 100% satisfaction and loyalty. This Ziff Davis white paper

explores the relationship between customer retention and the quality of

technical support and reveals 12 crucial remote-support tools that enable your

team to boost customer satisfaction.

Customer Satisfaction is a Critical Component of Profitability.

Exceptional customer service results in greater customer retention, which in

turn results in higher profitability.

Sadly, mature companies often forget or forsake the thing that made

them successful in the first place: a customer-centric business model. They

lose focus on the customerand start focusing on the bottom line and quarterly

results. They look for ways to cut costs or increase revenues, often at the

expense of the customer. They forget that satisfying customer needs and

continuous value innovation is the only path to sustainable growth. This

creates opportunities for new, smaller companies to emulate and improve
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upon what made their bigger competitors successful in the first place and

steal their customers.

Measuring customer satisfaction

To execute a successful client satisfaction survey, build one that your

customers have the time and inclination to respond to, and that delves into the

types of information that will truly help enhance your performance. By

carefully constructing a brief, yet strong, survey, you can discover what your

customers believe your strengths and weaknesses are and what makes your

customers loyal to your company

Organizations are increasingly interested in retaining 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 ambiguous and 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 options the customer

may have and other products against which the customer can compare the

organization's products.


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Because satisfaction is basically a psychological state, care should be

taken in the effort of quantitative measurement, although a large quantity of

research in this area has recently been developed. Work done by Berry (Bart

Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values'

which influence satisfaction behavior, further expanded by Berry in 2002 and

known as the ten domains of satisfaction. These ten domains of satisfaction

include:

Quality,

Value,

Timeliness,

Efficiency,

Ease of Access,

Environment,

Inter-departmental Teamwork,

Front line Service Behaviors,

Commitment to the Customer

Innovation.
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These factors are emphasized for continuous improvement and

organizational change measurement and are most often utilized to develop the

architecture for satisfaction measurement as an integrated model. Work done by

Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides

the basis for the measurement of customer satisfaction with a service by using

the gap between the customer's expectation of performance and their perceived

experience of performance. This provides the measurer with a satisfaction "gap"

which is objective and quantitative in nature. Work done by Cronin and Taylor

propose the "confirmation/disconfirmation" theory of combining the "gap"

described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation of performance) into a single measurement of

performance according to expectation. According to Garbrand, customer

satisfaction equals perception of performance divided by expectation of

performance.

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 and in term of their perception and expectation of performance of

the organization being measured.

Customer satisfaction with a company's products or services is often seen

as the key to a company's success and long-term competitiveness. In the context

of relationship marketing, customer satisfaction is often viewed as a central

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determinant of customer retention. However, the few empirical investigations in

this area indicate that a direct relationship between these constructs is weak or

even nonexistent.

Customer satisfaction models

American Customer Satisfaction Index (ACSI) is a scientific standard of

customer satisfaction. Academic research has shown that the national

ACSI score is a strong predictor of Gross Domestic Product (GDP)

growth, and an even stronger predictor of Personal Consumption

Expenditure (PCE) growth. On the microeconomic level, research has

shown that ACSI data predicts stock market performance, both for market

indices and for individually traded companies. Increasing ACSI scores has

been shown to predict loyalty, word-of-mouth recommendations, and

purchase behavior. The ACSI measures customer satisfaction annually for

more than 200 companies in 43 industries and 10 economic sectors. In

addition to quarterly reports, the ACSI methodology can be applied to

private sector companies and government agencies in order to improve

loyalty and purchase intent. Two companies have been licensed to apply

the methodology of the ACSI for both the private and public sector: CFI

Group, Inc.applies the methodology of the ACSI offline, and Foresee

Results applies the ACSI to websites and other online initiatives

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The Kano model is a theory of product development and customer

satisfaction developed in the 1980s by ProfessorNoriaki Kano that

classifies customer preferences into five categories: Attractive, One-

Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some

insight into the product attributes which are perceived to be important to

customers. Kano also produced a methodology for mapping consumer

responses to questionnaires onto his model.

SERVQUAL or RATER is a service-quality framework that has been

incorporated into customer-satisfaction surveys (e.g., the revised

Norwegian Customer Satisfaction Barometer[5]) to indicate the gap

between customer expectations and experience.

J.D. Power and Associates provides another measure of customer

satisfaction, known for its top-box approach and automotive industry

rankings. J.D. Power and Associates' marketing research consists

primarily of consumer surveys and is publicly known for the value of its

product awards.

Other research and consulting firms have customer satisfaction solutions

as well. These include A.T. Kearney's Customer Satisfaction Audit

process[6], which incorporates the Stages of Excellence framework and

which helps define a companys status against eight critically identified

dimensions.

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Improving customer satisfaction

Published standards exist to help organizations develop their current levels

of customer satisfaction. The International Customer Service Institute (TICSI)

has released The International Customer Service Standard (TICSS). TICSS

enables organizations to focus their attention on delivering excellence in the

management of customer service, whilst at the same time providing recognition

of success through a 3rd Party registration scheme. TICSS focuses an

organizations attention on delivering increased customer satisfaction by helping

the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People,

Premises, Product/Services, as well as performance measurement. The

implementation of a customer service standard should lead to higher levels of

customer satisfaction, which in turn influences customer retention and customer

loyalty ( http://en.wikipedia.org/wiki/Customer_satisfaction).

However, the researches have proved that satisfaction is best specified as

a function of perceived quality and "disconfirmation"-the extent to which

perceived quality fails to match prepurchase expectations. Surprisingly,

expectations do not directly affect satisfaction, as is often suggested in the

satisfaction literature. In addition, quality which falls short of expectations has a

greater impact on satisfaction and repurchase intentions than quality which

exceeds expectations. Moreover, disconfirmation is more likely to occur when

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quality is easy to evaluate. Finally, in terms of systematic variation across firms,

the elasticity of repurchase intentions with respect to satisfaction to be lower for

firms that provide high satisfaction. This implies a long-run reputation effect

insulating firms which consistently provide high satisfaction.

Seven steps to customer satisfaction1

It's a well known fact that no business can exist without customers. In the

business of Website design, it's important to work closely with your customers to

make sure the site or system you create for them is as close to their requirements

as you can manage. Because it's critical that you form a close working

relationship with your client, customer service is of vital importance. What

follows are a selection of tips that will make your clients feel valued, wanted and

loved.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a

customer. If you're not used to this sort of thing it can be a pretty nerve-wracking

experience. Rest assured, though, it does get easier over time. It's important to

meet your customers face to face at least once or even twice during the course of

a project.

My experience has shown that a client finds it easier to relate to and work with

someone they've actually met in person, rather than a voice on the phone or

1 Adrian Thompson posted on February 11th, 2002

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someone typing into an email or messenger program. When you do meet them,

be calm, confident and above all, take time to ask them what they need. I believe

that if a potential client spends over half the meeting doing the talking, you're

well on your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait

days for a response to an email or phone call. It might not always be practical to

deal with all customers' queries within the space of a few hours, but at least email

or call them back and let them know you've received their message and you'll

contact them about it as soon as possible. Even if you're not able to solve a

problem right away, let the customer know you're working on it.

A good example of this is my Web host. They've had some trouble with

server hardware which has caused a fair bit of downtime lately. At every step

along the way I was emailed and told exactly what was going on, why things

were going wrong, and how long it would be before they were working again.

They also apologised repeatedly, which was nice. Now if they server had just

gone down with no explanation I think I'd have been pretty annoyed and may

have moved my business elsewhere. But because they took time to keep me

informed, it didn't seem so bad, and I at least knew they were doing something

about the problems. That to me is a prime example of customer service.

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3. Be Friendly and Approachable

It's very important to be friendly, courteous and to make your clients feel

like you're their friend and you're there to help them out. There will be times

when you want to beat your clients over the head repeatedly with a blunt object -

it happens to all of us. It's vital that you keep a clear head, respond to your

clients' wishes as best you can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly

defined customer service policy is going to save you a lot of time and effort in

the long run. If a customer has a problem, what should they do? If the first option

doesn't work, then what? Should they contact different people for billing and

technical enquiries? If they're not satisfied with any aspect of your customer

service, who should they tell?

There's nothing more annoying for a client than being passed from person

to person, or not knowing who to turn to. Making sure they know exactly what to

do at each stage of their enquiry should be of utmost importance. So make sure

your customer service policy is present on your site -- and anywhere else it may

be useful.

5. Attention to Detail

Have you ever received a Happy Birthday email or card from a company

you were a client of? Have you ever had a personalised sign-up confirmation

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email for a service that you could tell was typed from scratch? These little

niceties can be time consuming and aren't always cost effective, but remember to

do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's

something. It shows you care; it shows there are real people on the other end of

that screen or telephone; and most importantly, it makes the customer feel

welcomed, wanted and valued.

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help

Them Out

Sometimes this is easier said than done! However, achieving this supreme

level of understanding with your clients will do wonders for your working

relationship.

Your client is heartily impressed, and remarks to his colleagues and

friends how very helpful and considerate his Web designers are. Meanwhile, in

your office, you lay back in your chair drinking your 7th cup of coffee that

morning, safe in the knowledge this happy customer will send several referrals

your way.

7. Honour Your Promises

It's possible this is the most important point in this article. The simple

message: when you promise something, deliver. The most common example here

is project delivery dates.

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Clients don't like to be disappointed. Sometimes, something may not get done, or

you might miss a deadline through no fault of your own. Projects can be late,

technology can fail and sub-contractors don't always deliver on time. In this case

a quick apology and assurance it'll be ready ASAP wouldn't go amiss.

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CHAPTER 2

PROFILE OF 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 RBIs liberalization of

the Indian Banking Industry in 1994.

HDFC Bank was incorporated in August 1994 in the name of HDFC Bank

Limited, with its registered office in Mumbai, India. The Bank commenced

operations as a Scheduled Commercial Bank in January 1995.

Headquartered in Mumbai, HDFC Bank has a network of over 531 branches

spread over 228 cities across India. HDFC Banks ATM network can be accessed

by all domestic and international Visa / MasterCard, Visa Electron / Maestro,

Plus / Cirrus and American Express Credit / Charge cardholders.

HDFC Bank has won many awards for its excellent service. Major among them

are Best Bank in India by Hong Kong-based Finance Asia magazine in 2005

and Company of the Year Award for Corporate Excellence 2004-05.

Currently HDFC Bank has 758 branches, 1,716 ATMs, in 325 cities in India, and

all branches of the bank are linked on an online real-time basis. The bank offers

many innovative products & services to individuals, corporates, trusts,

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governments, partnerships, financial institutions, mutual funds, insurance

companies.

It is a path breaker in the Indian banking sector. In 2007 HDFC Bank acquired

Centurion Bank of Punjab taking its total branches to more than 1,000. Though,

the official license was given to Centurion Bank of Punjab branches, to continue

working as HDFC Bank branches, on May 23, 2008.

GROWTH

HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic team

determined to accomplish the vision of becoming a world class Indian bank. Our

business philosophy is based on four core values - Customer Focus, Operational

Excellence, Product Leadership and Respondents. We believe that the ultimate

identity and success of our bank will reside in the exceptional quality of our

respondents and their extraordinary efforts. For this reason, we are committed to

hiring, developing, motivating and retaining the best respondents in the industry.

Our mission is to be a World Class Indian Bank, benchmarking ourselves

against international standards and best practices in terms of product offerings,

technology, service levels, risk management and audit & compliance. The

objective is to build sound customer franchises across distinct businesses so as to

be a preferred provider of banking services for target retail and wholesale

customer segments, and to achieve a healthy growth in profitability, consistent

with the Banks risk appetite. The bank is committed to do this while ensuring

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the highest levels of ethical standards, professional integrity, corporate

governance and regulatory compliance. Its 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 not on quantity and delivering high quality customer service.

Leverage 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 targeted customers

and address inefficiencies in the Indian financial sector.

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

Focus on high earnings growth with low volatility.

LANDMARKS

It is becoming increasingly clear that the private banking (and perhaps the sector

as a whole, barring a couple of public sector banks) arena is becoming a two-

bank play, at least as far as the stock market goes. The two in question are HDFC

Bank and ICICI Bank. What is interesting is that even these two are taking a

divergent path to growth.

Divergent strategy: Even their parents have a completely different

strategy. The entire gamut of their growth strategy was unveiled in clear

terms in the past week. Both the banks are clear in one aspect: The need to

become big through acquisition and organic growth.

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Making a merger: While HDFC has confined itself to articulating its

growth strategy, the ICICI Bank hit the deck running. It announced a

merger with an old private sector bank -- Bank of Madura (BoM).

Though the swap ratio is prima facie liberal for BoM shareholders, ICICI

Bank is effectively buying the bank at book value. This is the first

instance of an old and a new generation private sector bank coming

together.

PROMOTER

HDFC is Indias premier housing finance company and enjoys an impeccable

track record in India as well as in international markets. Since its inception in

1977, the Corporation has maintained a consistent and healthy growth in its

operations to remain the market leader in mortgages. Its outstanding loan

portfolio covers well over a million dwelling units. HDFC has developed

significant expertise in retail mortgage loans to different market segments and

also has a large corporate client base for its housing related credit facilities. With

its experience in the financial markets, a strong market reputation, large

shareholder base and unique consumer franchise, HDFC was ideally positioned

to promote a bank in the Indian environment.

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MISSION

HDFC Banks began operations in 1995 with a simple mission to be a World

Class Indian Bank. We realized that only a single-minded focus on product

quality and service excellence would help us get there. Today, the bank is on the

way towards that goal. It is extremely gratifying that its efforts towards providing

customer convenience have been appreciated both nationally and internationally.

The banks aim is to build a sound customer franchise across distinct businesses

so as to be the preferred provider of banking services in the niche segments that

the bank operates in and to achieve healthy growth in profitability, consistent

with the banks risk appetite. The Bank aims to assure the highest level of ethical

standards, professional integrity and regulatory compliance.

BUSINESS

HDFC Bank offers a wide range of commercial and transactional banking

services and treasury products to wholesale and retail customers. The bank has

three key business segments:

Whole Sale Banking Services: The Banks target market ranges from

large blue-chip manufacturing companies in the Indian corporate to small

& mid-sized corporate and agri-based businesses. For these customers, the

Bank provides a wide range of commercial and transactional banking

services, including working capital finance, trade services, transactional

services, cash management, etc. The bank is also a leading provider of

24


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structured solutions, which combine cash management services with

vendor and distributor finance for facilitating superior supply chain

management for its corporate customers. Based on its superior product

delivery / service levels and strong customer orientation, the Bank has

made significant inroads into the banking consortia of a number of leading

Indian corporates including multinationals, companies from the domestic

business houses and prime public sector companies. It is recognised as a

leading provider of cash management and transactional banking solutions

to corporate customers, mutual funds, stock exchange members and

banks.

Retail Banking Services: The objective of the Retail Bank is to provide its

target market customers a full range of financial products and banking

services, giving the customer a one-stop window for all his/her banking

requirements. The products are backed by world-class service and

delivered to the customers through the growing branch network, as well as

through alternative delivery channels like ATMs, Phone Banking, Net

Banking and Mobile Banking. The HDFC Bank Preferred program for

high net worth individuals, the HDFC Bank Plus and the Investment

Advisory Services programs have been designed keeping in mind needs of

customers who seek distinct financial solutions, information and advice on

various investment avenues. The Bank also has a wide array of retail loan

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products including Auto Loans, Loans against marketable securities,

Personal Loans and Loans for Two-wheelers. It is also a leading provider

of Depository Participant (DP) services for retail customers, providing

customers the facility to hold their investments in electronic form.

HDFC Bank was the first bank in India to launch an International Debit Card in

association with VISA (VISA Electron) and issues the MasterCard Maestro debit

card as well. The Bank launched its credit card business in late 2001. By

September 30, 2005, the bank had a total card base (debit and credit cards) of 5.2

million cards. The Bank is also one of the leading players in the merchant

acquiring business with over 50,000 .

HDFC-CBoP MERGER

The merger of Centurion Bank of Punjab Ltd (CBoP) with HDFC Bank Limited

became effective on May 23, 2008 as per the order of Reserve Bank of India

(RBI) dated May 20, 2008. The shareholders of erstwhile CBoP have been

allotted 6,98,83,956 equity shares of Rs.10/- each pursuant to the share swap

ratio of one equity share of Rs.10/- each of HDFC Bank Limited for every

twenty nine equity shares of Re.1/- each in Centurion Bank of Punjab Ltd. by

them as on June 16, 2008. The merger has been accounted for as per the pooling

of interest method of accounting in accordance with the scheme of

amalgamation. Adjustment shave been made to the amalgamation reserve to

harmonize accounting policies of CBoP with that of HDFC Bank principally

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relating top provisioning norms on impaired loans and depreciation policies on

fixed assets. Merger related expenses have also been adjusted against the

amalgamation reserve.

HDFC Bank began operations in 1995 with a simple mission: to be a World-class

Indian Bank. Realized that only a single-minded focus on product quality and

service excellence would help us get there. Today, proud to say that well on our

way towards that goal. It is extremely gratifying that the efforts towards

providing customer convenience have been appreciated both nationally and

internationally.

Sponsor of the award Name of the award (2008)

Business Today-Monitor

Group survey

One of Indias Most Innovative Companies

Financial Express-Ernst &

Young Award

Best Bank Award in the Private Sector category

Business Today Best Bank Award

Outlook Money & NDTVProfit

Best Bank Award in the Private sector category.

BANK PRODUCTS

HDFC Bank offers a wide range of commercial and transactional banking products and

services including treasury products to wholesale and retail customers. The bank has

three key business segments:

27
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Accounts & Deposits

Savings Accounts

Regular Savings Account

Savings Plus Account

SavingsMax Account

Senior Citizens Account

No Frills Account

Institutional Savings Account

Salary Accounts

Payroll

Classic

Regular

PremiumDefence

No Frills Salary Account

Reimbursement Current

Account

Kid's Advantage Account

Pension Saving Bank Account

Family Savings Group

Kisan No Frills Savings

Kisan Club Savings

Current Accounts

Plus Current Account

Trade Current Account

Premium Current Account

Regular Current Account

RFC - Domestic Account

Flexi Current Account

Apex Current Account

Max Current Account

Fixed Deposits

Regular Fixed Deposit

5 Year Tax Saving FixedDeposite

Super Saver Facility

Sweep-in Facility

Loans

Personal Loans

SmartDraft

Home Loans

Two Wheeler Loans

New Car Loans

Used Car Loans

Express Loans Plus

Gold Loan

Educational Loan

Loan Against Securities

Loan Against Property

Loans Against RentalReceivables

Health Care Finance

Tractor Loans

Commercial Vehicle Finance

Working Capital Finance

Construction Equipment

Finance

Warehouse Receipt Loans

Cards

Credit Cards

Silver Credit Card

Value Plus Credit Card

Gold Credit Card

Titanium Credit Card

Woman's Gold Credit Card

Platinum Plus Credit CardVisa Signature Credit Card

World MasterCard Credit Card

Corporate Platinum Credit Card

Corporate Credit Card

Business Credit Card

Debit Cards

Investment

Mutual Fu

Tax Planni

Insurance

General &

Bonds

Knowledg

Equities &

Mudra Go

Forex Serv

Products &

Trade Serv

Forex Serv

Locator

RBI Guide

Forex Lim

Payment Se

NetSafe

Merchant S

Prepaid Re

ngpay

BillPay

Visa BillP

PayNow

Register &

InstaPay

DirectPayVisa Mone

RTGS Fun

e-Monies E

Transfer

Excise & S

Payment

28
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/bonds.htmhttp://c/investments/knowledge_center.htmhttp://c/personal/investments/equities_and_derivatives/equities_derivatives.htmhttp://c/personal/investments/mudra_gold_bar/mudra_goldbars.htmhttp://c/personal/forex/default.htmhttp://c/personal/forex/forex_products_services.htmhttp://c/personal/forex/trade_finance/forex_trade_finance.htmhttp://c/personal/forex/forex_branch_locator.htmhttp://c/personal/forex/forex_branch_locator.htmhttp://c/personal/forex/forex_rbi_guidelines.htmhttp://c/personal/forex/forex_limits.htmhttp://c/payments/default.htmhttp://c/personal/payments/netsafe/netsafe.htmhttp://c/personal/payments/merchant_services/Merchants_services.htmhttp://c/personal/payments/prepaid_refill/pre_refill.htmhttp://c/personal/payments/ngpay/ngpay.htmhttp://c/personal/payments/billpay/billpay.htmhttp://c/personal/payments/visa_billpay/visa_billpay.htmhttp://c/personal/payments/pay_now/pay_now.htmhttp://c/personal/payments/register_pay/register_pay.htmhttp://c/personal/payments/instapay/instapay.htmhttp://c/personal/payments/directpay/directpay.htmhttp://c/personal/payments/visa_money_transfer/visa_money.htmhttp://c/personal/payments/RTGS/rtgs.htmhttp://c/personal/payments/e-monies/emonies.htmhttp://c/personal/payments/e-monies/emonies.htmhttp://c/personal/payments/e-monies/emonies.htmhttp://c/payments/online_payment.htmhttp://c/payments/online_payment.htmhttp://c/personal/accounts/default.htmhttp://c/personal/accounts/savings_accounts/regular_savings_account/regular_acc.htmhttp://c/personal/accounts/savings_accounts/savings_plus_account/savings_plus.htmhttp://c/personal/accounts/savings_accounts/savings_max_account/savings_max.htmhttp://c/personal/accounts/savings_accounts/senior_citizen/senior_citizen.htmhttp://c/personal/accounts/savings_accounts/no_frills_account/nofrills_acc.htmhttp://c/personal/accounts/savings_accounts/retail_trust_account/retail_acc.htmhttp://c/personal/accounts/salary_accounts/payroll/payroll_sal_acc.htmhttp://c/personal/accounts/salary_accounts/classic/classic_sal_acc.htmhttp://c/personal/accounts/salary_accounts/regular/regular_sal_acc.htmhttp://c/personal/accounts/salary_accounts/premium/premium_sal_acc.htmhttp://c/personal/accounts/salary_accounts/defence_salary_account/defence_acc.htmhttp://c/personal/accounts/salary_accounts/no_frills/nofrills_sal_acc.htmhttp://c/personal/accounts/salary_accounts/reimbursement_current_account/reimbursement_acc.htmhttp://c/personal/accounts/salary_accounts/reimbursement_current_account/reimbursement_acc.htmhttp://c/personal/accounts/savings_accounts/kids_adv_account/kids_acc.htmhttp://c/personal/accounts/savings_accounts/pension_saving_account/pension_acc.htmhttp://c/personal/accounts/savings_accounts/family_savings_group/family_acc.htmhttp://c/personal/accounts/savings_accounts/kisan_no_frills/kisan_nofrills.htmhttp://c/personal/accounts/savings_accounts/kisan_club/kisan_club.htmhttp://c/personal/accounts/current_accounts/plus_current_account/plus_acc.htmhttp://c/personal/accounts/current_accounts/trade_current_account/trade_acc.htmhttp://c/personal/accounts/current_accounts/premium_current_account/premium_acc.htmhttp://c/personal/accounts/current_accounts/regular_current_account/regularcc_acc.htmhttp://c/personal/accounts/current_accounts/rfc_domestic_account/rfc_acc.htmhttp://c/personal/accounts/current_accounts/flexi_current_account/flexi_account.htmhttp://c/personal/accounts/current_accounts/apex_current_account/apex_acc.htmhttp://c/personal/accounts/current_accounts/max_current_account/max_current_account.htmhttp://c/personal/accounts/fixed_deposits/regular_fixed_deposit/regular_fd.htmhttp://c/personal/accounts/fixed_deposits/5years_fix_deposit/5years_fix_deposit.htmhttp://c/personal/accounts/fixed_deposits/5years_fix_deposit/5years_fix_deposit.htmhttp://c/personal/accounts/fixed_deposits/super_saver_account/super_saver.htmhttp://c/personal/accounts/fixed_deposits/sweep_in_account/sweepin.htmhttp://c/personal/loans/default.htmhttp://c/personal/loans/personal_loans/personal_loans.htmhttp://c/personal/loans/smart_draft/smart_draft.htmhttp://c/personal/loans/home_loans/home_loans.htmhttp://c/personal/loans/two_wheeler_loans/two_wheeler.htmhttp://c/personal/loans/new_car_loans/new_car.htmhttp://c/personal/loans/used_car_loans/used_car.htmhttp://c/personal/loans/express_loans/express_loans.htmhttp://c/personal/loans/gold_loan/gold_loans.htmhttp://c/personal/loans/educational_loan/educational_loans.htmhttp://c/personal/loans/loan_against_securities/loan_securities.htmhttp://c/personal/loans/loan_against_property/loan_property.htmhttp://c/personal/loans/loan_against_rental_receivables/loan_against_rental_receivables.htmhttp://c/personal/loans/loan_against_rental_receivables/loan_against_rental_receivables.htmhttp://c/personal/loans/health_care_finance/health_care_finance.htmhttp://c/personal/loans/tractor_loans/tractor_loan.htmhttp://c/personal/loans/commercial_vehicle_finance/comm_vehicle.htmhttp://c/personal/loans/working_capital_finance/wo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Recurring Deposit

Demat Account

Safe Deposit Lockers

HDFC Bank Imperia / Preferred /

Classic Banking

Imperia Premium Banking

Preferred Banking

Classic Banking

Private Banking

EasyShop International Debit

Card

EasyShop Gold Debit Card

EasyShop Pro Gold Debit Card

EasyShop International

Business Debit Card

EasyShop Woman's Advantage

Debit Card

EasyShop NRO Debit Card

Kisan Card

Prepaid Cards

ForexPlus Card

GiftPlus Card

FoodPlus Card

MoneyPlus Card

Online Pay

Online pay

Religious O

Donate to

Access You

NetBankin

Credit Car

OneView

InstaAlerts

MobileBan

InstaQuery

ATM

PhoneBan

Email Stat

Branch Ne

29
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S.W.O.T. ANALYSIS

STRENGTHS

The biggest strength of Bank is Direct Banking channels. As Direct banking

channels saves time and money both as a customer does not need to go to bank

for any kind of transaction except cash withdrawal and cash deposits all other

things are done sitting any where in the world.

All services or products of HDFC Bank are available through direct

banking channels.

Free ATM, Net Banking, Mobile Banking, Phone Banking and 24 hours

services.

Very easy to access and use.

A highly personalized services provided by the bank.

HDFCs Direct Banking channels provide real time and accurate

information.

HDFCs Direct Banking is user friendly any one can easily operate it.

Now International Debit Card is Free for one year.

The Bank has strategic business alliance with Chase Manhattan Bank,

largest bank of USA.

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WEAKNESSES

Unawareness among customers about all Direct Banking Channels due to

less advertisement.

Other private banks have started direct banking channels it may put some

competition to HDFC Bank in near future.

Resistance to Change.

One should have the knowledge of the operations of the computers and of

course the Internet.

OPPORTUNITIES

As Nationalized Banks and Co-operative Banks do not provide Direct

Banking services, so HDFC Bank can attract more customers.

Centralized banking makes easy for HDFC Bank to provide services to

customers.

Huge market of shareholders.

THREATS

Competition from other private sector banks.

Attacks of web hackers.

Personalized attention i.e. relationship banking should be reduced, thus by

creating a distance between the bank and its customers.

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CHAPTER 3

RESEARCH METHODOLOGY

Research means search for facts, answers to questions and solutions to problems

and Methodology is a way of doing something and methodology is a set of

methods used in a particular area of activity. The purpose of our study is to

evaluate the customers response towards the study of the difference between the

services given by the public bank and private bank. This is an informative survey

as it evaluates the customers of the both banks.

RESEARCH DESIGN

Research design constitutes the blue print for the collection, measurement and

analysis of data. The present study seeks to identify the extent of preference

among customers for services of HDFC bank. The research has been conducted

on users of the city Pathankot. For the selection of the sample, convenient

sampling method was adopted and an attempt has been made to include all the

age groups and gender

DATA SOURCES

Both primary and secondary data has been used to achieve the objectives of the

study. All data sources are not created equal. Some reference material has more

value than others do This does not mean that value equals a greater quantity of

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information. The actual value involves the quality of the information provided.

Sources of data can be put into the two general categories of being either primary

or secondary. A primary data source is something that originates from first-hand

knowledge of the person referenced in the data or from a first-hand witness. I

collect this type of data through questionnaires that were filled by the

respondents. Secondary data is data that is neither collected directly by the user

nor specifically for the user, often under conditions not known to the user.

Secondary information has already been collected for some other purposes.

Keeping in mind the objectives of the study, the primary data was collected from

a sample of 100 respondents belonging to Pathankot who were HDFC bank

customers by personally administering the questionnaire. A structured

questionnaire was designed as per the objectives of the study. The questionnaire

contained questions relating to different dimensions of banking services

preferences among the users such as level of usage, benefits accruing to the users

of the services and the benefits they get out of it. An attempt was also made to

elicit reasons for its non usage. The questions included in the questionnaire

offered multiple choices. The data so collected was analysed and interpreted.

Analysis of Data and discussion

Data so collected was tabulated, analysed and interpretation has been carried out

with the help of tables.

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LIMITATIONS OF THE STUDY

The following were the limitations of the study:

1) The study was limited to one city only hence the findings of the study

cannot be generalised.

2) The sample size was limited to 100 respondents. Hence, the findings

may vary due to change in the size of the sample.

3) The reliability of the data depends upon the responses given by the

respondents.

4) Sometimes, the respondents show casual attitude towards

questionnaires which may affect the findings of the study.

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CHAPTER -4

DATA ANALYSIS AND INTERPRETATION

The data collected was in the raw form. Therefore, it had to be tabulated,

analysed and then interpreted in order to get meaningful information from the

study.

1) Preference for HDFC bank in opening an account.

Reason No. of respondents Percentage

Efficient service 66 66

Convenient location 16 16

Acquaintance 14 14

Others 4 4

Total 100 100

66

16 14

4

0

10

20

30

40

50

60

70

Ef ficient service Convenient location Acquaintance Others

Reasons

%ageofres

pondents

The survey reveals that 66% respondents prefer HDFC bank for opening the

account due to efficient service. 16% respondents prefer this bank because of its

convenient location. 14% respondents open account because of acquaintance

with the bank officers.

2) Whether the bank solves or replies to your queries quickly.

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Response No. of respondents Percentage

Yes 96 96

No 4 4

Total 100 100

96%

4%

Yes No

96% respondents say that the bank solve the queries of the customer quickly

whereas 4% respondents say that the bank does not solve the queries quickly.

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3) Whether the bank provides better utility services.


Yes 86 86No 14 14

Total 100 100

86%

14%

Yes No

86% respondents say that the bank provides better utility services as compare to

other banks while the remaining 14% of the respondents feel that the bank does

not provide better services.

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4) Whether the staff is cooperative in the bank


Yes 95 95No 5 5

Total 100 100

95%

5%

Yes No

The survey reveals that 94% respondents believe that the staff of the bank is

more co-operative as compare to other banks and the remaining 6% respondents

do not feel that the bank staff is cooperative.

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5) Whether Loan is available at lower interest rate in the bank


Yes 79 79No 21 21

Total 100 100

79%

21%

Yes No

the survey reveals that 79% respondents feel that the bank offer loans at lower

interest rate as compared to other banks whereas 21% respondents feel that the

loans are not cheaper in this bank.

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6) Rate the bank on the scale of your satisfaction level

Rating No. of respondents Percentage

Very good 46 46Good 49 49

Average 5 5

Poor 0 0

Total 100 100

4649

50

0

10

20

30

40

50

60

Very good Good Average Poor

Rating of Satisfaction Level

%ageofresponde

nt

The survey reveals that 49% of the respondents are satisfied with the bank

services and feel that the bank is good while 46% are highly satisfied and feel

that the bank is very good. 5% respondents are not highly satisfied.

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7) Time taken by the bank to open the account

Time taken No. of respondents Percentage

Less than a day 77 771 to 3 days 23 23

More than 3 days 0 0

Total 100 100

77

23

00

10

20

30

40

5060

70

80

90

Less than a day 1 to 3 days More than 3 days

Time taken to open an account

%ageofrespon

dent

The survey reveals that 77% respondents say that the bank takes less than 1 day

to open the account. 23% respondents say that the bank takes 1 to 3 days to open

the account.

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8) Time taken by bank to accept cash deposits or pay cash

Time taken No. of respondents Percentage

Less than 5 min 50 50

5 to 10 min 36 36More than 10 min 14 14

Total 100 100

50

36

14

0

10

2030

40

50

60

Less than 5 min 5 to 10 min More than 10 min

Time taken to deposit or pay cash

%ageofrespondent

50% respondents say that the bank takes less than 5 min to deposit or pay cash

36% respondents say that the bank takes 5-10 min to deposit or pay cash whereas

14% respondents say that the bank takes more than 10 min for deposit or pay

cash.

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9) Would you suggest this bank to others for banking services?


Yes 100 100No 0 0

Total 100 100

100%

0%

Yes No

All the respondents (100%) say that they would suggest others to open account in

the bank. None of the respondents said against the bank.

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10) Whether grievance-handling procedure in this bank is faster.


Yes 98 98No 2 2

Total 100 100

98%

2%

Yes No

The survey reveals that 98% respondents say that grievance handling procedure

is faster in the bank while 2% respondents say that the grievance handling

procedure of other banks is good as compared to this bank.

11) Whether the bank satisfies all your financial needs

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Yes 93 93

No 7 7

Total 100 100

93%

7%

Yes No

The survey reveals that 93% respondents are in the favour that this bank satisfies

all the financial needs of the customers while the remaining 7% respondents feel

that the bank does not fulfil all the financial needs.

12) Whether innovative services are given by the bank.

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Yes 97 97

No 3 3

Total 100 100

97%

3%

Yes No

The survey reveals that 97% respondents are in favour that the bank provides the

innovative services to the respondents whereas 3% respondents say that the bank

gives less innovative services to the customers as compared to other banks.

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CHAPTER -5

SUMMARY AND CONCLUSION

66% respondents prefer HDFC bank for opening the account due to efficient

service. 16% respondents prefer this bank because of its convenient location.

14% respondents open account because of acquaintance with the bank officers.

96% respondents say that the bank solve the queries of the customer quickly

whereas 4% respondents say that the bank does not solve the queries quickly.

86% respondents say that the bank provides better utility services as compare to

other banks while the remaining 14% of the respondents feel that the bank does

not provide better services. 94% respondents believe that the staff of the bank is

more co-operative as compare to other banks and the remaining 6% respondents

do not feel that the bank staff is cooperative.

79% respondents feel that the bank offer loans at lower interest rate as compared

to other banks whereas 21% respondents feel that the loans are not cheaper in

this bank.

49% of the respondents are satisfied with the bank services and feel that the bank

is good while 46% are highly satisfied and feel that the bank is very good. 5%

respondents are not highly satisfied.

77% respondents say that the bank takes less than 1 day to open the account.

50% respondents say that the bank takes less than 5 min to deposit or pay cash

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36% respondents say that the bank takes 5-10 min to deposit or pay cash. All the

respondents (100%) say that they would suggest others to open account in the

bank. None of the respondents said against the bank.

98% respondents say that grievance handling procedure is faster in the bank

while 2% respondents say that the grievance handling procedure of other banks is

good as compared to this bank.

93% respondents are in the favour that this bank satisfies all the financial needs

of the customers while the remaining 7% respondents feel that the bank does not

fulfil all the financial needs.

97% respondents are in favour that the bank provides the innovative services to

the respondents whereas 3% respondents say that the bank gives less innovative

services to the customers as compared to other banks.

From the above, it can be concluded that most of the respondents are aware of

the services given by the both banks either public or private. Only the educated

respondents are fully aware of the private banks services. Here, advertisement

must play a major role in making both educated and uneducated customers aware

of the services offered by the bank. Services given to the senior citizen must

attract them.

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CHAPTER 6

RECOMMENDATIONS AND SUGGESTIONS

The banks should come forward with meaningful advertisements and awareness

campaigns to create awareness among customers regarding banking services and

to make the banking sector popular among the uneducated masses. The

automated systems should be simple to use, fast and user friendly. The services

should be standardised so that wherever the solution is used the customer is

familiar with the procedure followed. Customers should have ready sources of

advice, whether this is through call centres, through publicity or through physical

presence.

Banking services must be designed to reduce the cost of transactions for the

financial institution as much as to deliver value to the customer. However,

banking services should give more and more benefits to the customers. Added-

value services such as loyalty programmes, person-to-person transfers, airtime

top up for mobile phones and government payments should be provided.

Banks should offer banking services by the way of convenience and reach so that

it should be popular among all the age groups.

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QUESTIONNAIRE

Dear Respondent,

I am a student of MBA 2nd semester at IMT, Gurgaon and conducting a study on

Satisfaction Level for Banking Services: A Study of HDFC Bank Customers. I

need your cooperation in this regard by filling up the research schedule carefully.

All the information provided by you will be kept confidential.

1) Why did you prefer to have account in this bank

Efficient service in bank [ ]

Convenient location [ ]

Acquaintance with bank officers [ ]

Others [ ]

2) Whether the bank solve queries quickly

Yes [ ] No [ ]

3) Whether Public utility services are good in the bank

Yes [ ] No [ ]

4) Whether the staff of the bank is co-operative

Yes [ ] No [ ]

5) Whether the bank provides loan at lower interest rate

Yes [ ] No [ ]

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6) How do you rate the overall satisfaction level in the bank

Very good [ ]

Good [ ]

Average [ ]

Poor [ ]

7) How much time is taken by the bank to open an account

1 to 3 days [ ]

3 to 7 days [ ]

More than 1 week [ ]

8) How much time is taken to deposit the cash?

Less than 5 minutes [ ]

5 to 10 minutes [ ]

more than 10 minutes [ ]

9) Would you suggest this bank to others for banking services?

Yes [ ] No [ ]

10) Whether grievance handling procedure is faster in this bank?

Yes [ ] No [ ]

11) Whether this bank satisfies all your financial needs?

Yes [ ] No [ ]

12) Whether innovative services are given by the bank?

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Yes [ ] No [ ]

Personal information

Name:Age:...

Sex:

Occupation:

Address:

Thanks for your cooperation

Kanchan

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BIBLIOGRAPHY

BOOKS

Jain, T.R (2006), Banking and Insurance, VK Publications, Ambala City.

Jain.T.R (2008), Statistics for MBA, 2nd Edition, VK Publications, Ambala

City.

Kothari, C.R. (2005), Research Methodology, New Age Publishers Pvt.

Ltd. Jaipur.

Kotler, Philip (2001), Marketing Management, Prentice Hall India, New

Delhi.

Sontakki, C.N. (2005), Marketing Management, Kalyani Publishers,

Ludhiana.

Sontakki, C.N. (2005), Consumer Behaviour, Kalyani Publishers,

Ludhiana.

WEBSITES

http://www.emeraldinsight.com/10.1108/eb055

http://www.emeraldinsight.com/10.1108/EUM0000000003126

http://www.joe.org/joe/1997october/iw1.html.

www.collegeresearch.us/show_essay/11689.html

www.emeraldinsight.com/10.1108/01437720510587307

i
http://www.emeraldinsight.com/10.1108/eb055http://www.emeraldinsight.com/10.1108/EUM0000000003126http://www.joe.org/joe/1997october/iw1.htmlhttp://www.collegeresearch.us/show_essay/11689.htmlhttp://www.emeraldinsight.com/10.1108/01437720510587307http://www.emeraldinsight.com/10.1108/eb055http://www.emeraldinsight.com/10.1108/EUM0000000003126http://www.joe.org/joe/1997october/iw1.htmlhttp://www.collegeresearch.us/show_essay/11689.htmlhttp://www.emeraldinsight.com/10.1108/01437720510587307


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www.emeraldinsight.com/10.1108/1463444971019547

www.emeraldinsight.com/10.1108/eb003472

www.hdfcbank.com

www.smartmanager.us/eprise/main/web/us/

ii
http://www.emeraldinsight.com/10.1108/1463444971019547http://www.smartmanager.us/eprise/main/web/us/http://www.emeraldinsight.com/10.1108/1463444971019547http://www.smartmanager.us/eprise/main/web/us/


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ACKNOWLEDGEMENTS

This project has been made possible through the efforts, support and cooperation

of various persons for whom I would like to express my appreciation and

gratitude.

First and foremost, I am highly indebted to Mr. ________, Branch Manager for

allowing me to undergo the summer training in the HDFC Bank,__ Br. I am also

thankful to the staff of the bank for their guidance and invaluable suggestions

and encouraging attitude during the project work.

My academic colleagues and friends deserve my appreciation for extending me

their wholehearted cooperation and support.

I am also thankful to Prof. S.S. Tagger who provided me technical help in doing

the ratio analysis of the project.

Last but not the least, I would like to thank my parents who gave me moral and

emotional support during the course of study otherwise this project would have

remained only and abstract idea.

(___________)Uni. Roll. No. __


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A

SUMMER TRAINING REPORT

Submitted to

ABC TECHNICAL UNIVERSITY, JALANDHAR

In partial fulfilment of the requirements

for the degree of

MASTER OF BUSINESS ADMINISTRATION (FINANCE)

(2008-2010)

Supervised By: Submitted By:

Mr. __ Ms. Kanchan

Branch Manager, HDFC Bank MBA 2nd SemesterBranch Univ. Roll No. 80502317003

INSTITUTE OF ENGINEERING AND TECHNOLOGY


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CONTENTS

S. No. Chapter Page

Certificate

Acknowledgments

1. Introduction 1 19

2. Profile of HDFC Bank 20 32

3. Research Methodology 33 35

4. Data Analysis and Interpretation 36 47

5. Summary and Conclusion 48 49

6. Recommendations and Suggestions 50

Appendix (Questionnaire) i iii

Bibliography i - ii


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INTRODUCTION


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PROFILE OF HDFC BANK


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RESEARCH METHODOLOGY


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DATA ANALYSIS

AND

INTERPRETATION


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SUMMARY

AND

CONCLUSION


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RECOMMENDATIONS

AND

SUGGESTIONS


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QUESTIONNAIRE


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BIBLIOGRAPHY