MANAGEMENT THESIS

PRESENTED BY :- MUDASIR SHOWKAT

TITTLECUSTOMER SATISFACTION ON THE PRODUCTS & SERVICES PROVIDED

BY

HDFC BANK

TABLE OF CONTENT

• Introduction

• Profile

• Product & Services

• Objective

• Methodology

• Limitations

• Findings & Analysis

• Conclusion

INTRODUCTION• Customer satisfaction is generally described as the

full meeting of one’s expectations (Oliver, 1980).

• Customer satisfaction is the feeling or attitude of a customer towards a product or service after it has been used.

• For instance, if customers are satisfied with a particular service offering after its use,then they are likely to engage in repeat purchase

HDFC BANK• The Housing Development Finance Corporation Limited .

• First Bank receive an 'in principle' approval from the

Reserve Bank of India (RBI) to set up a bank in the private sector 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

Services

• Whole sale banking

• Retail banking

• NRI banking

Products • Whole sale Banking:-

mutual funds , stock brockers , Insurance, commodity & financial institutions.

• Retail banking:-

Loan products, deposit products, cards, payment services & access to bank.

• NRI:- Remittance services

Objective

• The objective of this study is to determine the customers’

satisfaction level on the products & services provided

by HDFC BANK

Methodology• First, a literature review was undertaken to identify what

parameters to consider with respect to customer satisfaction in the banking industry.

• Second, In order to conduct this study report both primary & secondary data have been utilized.

• The secondary data have been collected from published literature, journals, company information (web links), other related sources, etc.

• The primary data have been obtained using a structured questionnaire containing 15 questions representing the five dimensions of customer satisfaction measurement. (based on Likert scale)

Findings & AnalysisSPSS Analyzed Data

Age

Gender

Profession

Overall Satisfaction

Satisfaction on Gender basis

Age Basis

Limitations

• The report have to be conducted within a limited time frame.

• The study is self financed.

• Only selected Branches have been considered for the study.

• Samples will be selected conveniently.

• For the convenient of study non probability samples will be

used.

• Amateur user of SPSS software will be Data Analysis;

• The sample size will not represent the total population

Conclusion • From the analyses, it is evident that 47 % of customers are

satisfied , among which 17% are strongly satisfied with the existing services provided by HDFC ANK. 6% customers were those who are having accounts with HDFC Bank but they don’t know which services HDFC Bank is providing

• In spite of this fact, it has been observed that many customers are not aware of all sort facilities provided by HDFC BANK.

• As only 47% customers are discovered to be loyal. This is the area where the organization can improve in near future.

• Though this study can’t provide conclusive evidence to determine particular courses of action and further research will be required

to provide conclusive evidence.

Recommendations• The Management of HDFC Bank should conduct more product & services awareness campaign. 

• The HDFC BANK Management should critically evaluate the deviation in means in order to create balance in all dimensions of customer satisfaction measurement tools. 

• They should increase the level of providing personal attention to individual customers.

• But the management of HDFC BANK should consider the findings and take all necessary steps for further research