A Customer Services and Satisfaction Level of HDFC Bank

PROJECT CREATED BY - 9850076564
A THESIS
ON
A CUSTOMER SERVICES AND SATISFACTION
LEVEL OF HDFC BANK
BY
NASRATULLAH RASULI
MBA - II
A REPORT SUBMITTED IN PARTIAL

FULFILLMENT OF
THE REQUIREMENTS OF THE MBA
ALLAHNA INSTITUTE OF MANAGEMENT
(SEPTEMBER 2015)
INDEX
Sr No.
1
2
3
5
6
7
8
9
10
Contents
Acknowledgement
Executive summary
CHAPTER 1
Introduction
Objectives
Limitations
CHAPTER 2
Company profile
History
Mission & strategy
Services provided by bank
CHAPTER 3
Literature Review
CHAPTER 4
Research Methodology
CHAPTER 5
Data analysis & Interpretation
CHAPTER 6
Findings
Conclusion
REFERENCES
QUESTIONNAIRE
Page NO
ACKNOWLEDGEMENT
I am thankful to my guide who helps me in preparing this management thesis and
gave me proper guidelines to me to complete this management thesis which cover the
customer services and satisfaction level of HDFC Bank
I am also thankful to all those respondents whose gave me response to me in

completion of this management thesis. That data is used to calculate the result.

I am also thankful to all those persons who help me in making of this management
thesis successfully.

EXECUTIVE SUMMARY
Banking is nearly as old as civilization. The history of banking could be said to have
started with the appearance of money. The first record of minted metal coins was in
Mesopotamia in about 2500B.C. the first European banknotes, which was handwritten
appeared in1661, in Sweden. cheque and printed paper money appeared in the 1700s
and 1800s, with many banks created to deal with increasing trade.
The history of banking in each country runs in lines with the development of trade
and industry, and with the level of political confidence and stability. The ancient
Romans developed an advanced banking system to serve their vast trade network,
which extended throughout Europe, Asia and Africa.
Modern banking began in Venice. The word bank comes from the Italian word ban
co, meaning bench, because moneylenders worked on benches in market places. The
bank of Venice was established in 1171 to help the government raise finance for a war.
At the same time, in England merchant started to ask goldsmiths to hold gold and
silver in their safes in return for a fee. Receipts given to the Merchant were sometimes
used to buy or sell, with the metal itself staying under lock and key. The goldsmith
realized that they could lend out some of the gold and silver that they had and charge
interest, as not all of the merchants would ask for the gold and silver back at the same
time. Eventually, instead of charging the merchants, the goldsmiths paid them to
deposit their gold and silver.
The bank of England was formed in 1694 to borrow money from the public for the
government to finance the war of Augsburg against France. By 1709, goldsmith were
using bank of England notes of their own receipts.
New technology transformed the banking industry in the 1900s round the world,
banks merged into larger and fewer groups and expanded into other country.

CHAPTER 1
INTRODUCTION
BANKING STRUCTURE IN INDIA
In todays dynamic world banks are inevitable for the development of a country.
Banks play a pivotal role in enhancing each and every sector. They have helped bring
a draw of development on the worlds horizon and developing country like India is no
exception.
Banks fulfills the role of a financial intermediary. This means that it acts as a vehicle
for moving finance from those who have surplus money to (however temporarily)
those who have deficit. In everyday branch terms the banks channel funds from
depositors whose accounts are in credit to borrowers who are in debit.
Without the intermediary of the banks both their depositors and their borrowers would
have to contact each other directly. This can and does happen of course. This is what
has lead to the very foundation of financial institution like banks.
Before few decades there existed some influential people who used to land money.
But a substantially high rate of interest was charged which made borrowing of money
out of the reach of the majority of the people so there arose a need for a financial
intermediate.
The Bank have developed their roles to such an extent that a direct contact between
the depositors and borrowers in now known as disintermediation.
Banking industry has always revolved around the traditional function of taking
deposits, money transfer and making advances. Those three are closely related to each
other, the objective being to lend money, which is the profitable activity of the three.
Taking deposits generates funds for lending and money transfer services are necessary
for the attention of deposits. The Bank have introduced progressively more
sophisticated versions of these services and have diversified introduction in
numerable areas of activity not directly relating to this traditional trinity
5

DEFINITION OF BANK
According to Oxford English Dictionary, Bank is, An establishment for custody of
money received from or on behalf of, its customers. Its essential duty is the payment
of the orders given on it by the customers, its profit mainly from the investment of
money left unused by them.
Banking Regulation Act, 1949 (Sec. 5(c)), has defined the banking company as,
Banking Company means any company which transacts business of banking in
India. According to Section 5B, banking means the accepting of deposit of money
from the public for the purpose of leading or investment, which are repayable on
demand or otherwise and are withdraw able by cheque, draft, order or otherwise.
TECHNOLOGY IN BANKING
Technology is proving to be a vital tool in enhancing banking activities around the
globe. The advent of ATMs, and Internet Banking are key pointers to this. The role of
an information system can in no way be underestimated. The expanding role of
information systems have aided banks achieving Anytime, Anywhere and Anyhow
banking. The improvement in telecommunication infrastructure is redefining the was
banking is being conducted.
Information Technology made its presence felt in banks in India a few decades ago.
However, it is still being used as a support systems. Most of the software packages
used in bank work on stand-alone systems and are not integrated.
Banks in India need to have an integrated systems that takes care of all the front-office
and back-office operations. However, Indian banks should not be content with the
integration of their activities. Banks in advanced countries are planning to have global
electronic banking. Electronic banking or e-Banking is a generic name for a range of
technologies that allow the electronic exchange of information related to banking
transactions.
As Electronic Networks become more robust and widespread, they are beginning to
attract the attention of retail banks like ATMs and phone banking. However they
tend to be viewed merely as one more cheap distribution channel. Accordingly banks
are replicating the branch banking experience online, even to the extent of creating 3D

virtual branches for their customers to navigate through. Such an approach is
characteristic of early attempts to use new technology platform.
Internet Banking
The other important delivery channel, from a banks perspective & Internet banking.
The adoption of Internet banking by the banks customers is important since the costs
per transaction are even lower than those of an ATM. A net-based transaction costs the
bank only around Rs. 4. Thus, banks are trying to get customers to switch over to this
mode of banking registered users for Internet banking in India at over two million
currently.
It represent a significant opportunity for banks. In addition, as a delivery channel,
Internet banking does not require physical infrastructure, thus saving on prohibitive
real estate costs.
Private banks like ICICI Bank, HDFC Bank, UTI Bank and ABN Amro Bank have
seen a steady surge in the number of users registered for Internet banking does not
require physical infrastructure, thus saving on prohibitive real estate costs.
Most banks today have facilities to enable internet banking customers to pay
insurance premiums and utility bills over the Net. Though Internet banking as a
concept has not caught the fancy of a majority of customers as yet-even the small
percentage that does use it, makes a difference to the overall cost. Almost all leading
banks in India are hoping that just as ATMs saw a period of inaction before they were
accepted by Indian masses, Internet banking too would be adopted once customers are
comfortable with the technology. For instance, in 1998 India had just 500 ATMs today
it has close to 7,500.
MOBILE BANKING
Whats M-Banking?
M-Banking allows a customer to request for account balance, cheque books, cheque
status, demand drafts, and bankers cheques as well as stop payments, make fixed
deposits enquiry and transfer bills online. HDFC customers, for instance, can pay
their Max Touch and BPL Mobile both provide cellular services Bombay State
Electricity Supply, and Maharashtra State Electricity Board bills. Says Shyamlal
7

Saxena, 33, Vice President (Liabilities Product Management), HDFC: WE are, in a
sense, content providers of banking information.
Services provided by bank to customers
Bank deposit scheme
One of the important functions of the banks is to accept deposit from the public for
the purpose of lending. The depositors continue to be the heart of the Banking system.
The depositors and their interest form the key area of the regulatory framework for
Banking in India and this has been enshrined in the Banking Regulation Act 1949. In
the liberalized environment banks have been vested with powers to formulate Deposit
products within the broad guidelines issued by RBI.
The deposit Products offered by the bank are broadly categorized in the following
types.
Savings Bank Account:Savings Bank Account as the very name suggests is intended for savings for the
future. There are no restrictions on the number and amount of deposit that can be
made on any day. Balance in the account earns interest at rates advised by the Head
Office from time to time. These accounts can be opened by eligible persons and also
certain organizations and agencies (as approved by the RBI).
As required by Law, while opening the account, bank satisfy about the identity,
including verification of address of a person/s seeking to open an account, to assist in
protecting the prospective customers, members of the public and ourselves against
fraud and other misuse of the Banking system duly observing the know your
customer(KYC) guidelines of RBI.
Current Account:
Current Accounts are designed to meet the needs of such sections of the public who
operate their account regularly and frequently. i.e. Traders, Businessmen, Corporate
bodies or the like who receive money and make payments very often. Current
accounts are suitable to such category of customers as there is no restriction on the
8

number of withdrawal or deposit. These accounts can be opened by individuals,
partnership firms, Private & Public Co, HUFs, Societies, Trusts, etc.
Term/Fixed Deposit Account:
The deposits received by the bank for a fixed period withdraw able after expiry of the
fixed period and includes deposits such as Recurring / Fixed. Bank has tailored
various term deposit schemes to suit the needs expectation of the investing people in
every walk of life. Term Deposits can be opened by individuals, partnership firms,
HUFs, societies etc.
OBJECTIVES OF THE STUDY
To know the customer satisfaction level and their perception regarding
HDFCBank.
To know the customer awareness regarding the Banks products.
To know the level of interest of customer regarding the different schemes
of bank.
To know the preference of customer regarding the extra services.
To know the problems of customer regarding bank
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
of bank.
To know the preference of customer regarding the extra services.
To know the problems of customer regarding bank.
LIMITATIONS:
The sample was taken from only 42 respondents which may not be the true
representative of whole customers perception.

It may be possible that all responses are correct.
Respondents may not be enjoying all those services which I want to
present in this thesis.

There is also a time constraint as limitation.
CHAPTER 2
COMPANY PROFILE

BACKGROUND
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 RBIs liberalisation of the Indian Banking
Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC
Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995.
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, strong
market reputation, large shareholder base and unique consumer franchise, HDFC was
ideally positioned to promote a bank in the Indian environment.
BUSINESS FOCUS
HDFC Banks mission is to be a World Class Indian Bank. The objective is to build
sound customer franchises across distinct businesses so as to be the preferred provider
of banking services for target retail and wholesale customer segments, and to achieve
healthy growth in profitability, consistent with the banks risk appetite. The bank is
committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance. HDFC Banks business philosophy
is based on five core values: Operational Excellence, Customer Focus, Product
Leadership, People and Sustainability.
CAPITAL STRUCTURE
As on 31st March, 2015 the authorized share capital of the Bank is Rs. 550 crore. The
paid-up share capital of the Bank as on the said date is Rs501,29,90,634/( 2506495317 ) equity shares of Rs. 2/- each). The HDFC Group holds 21.67 % of the
10

Bank's equity and about 18.87 % of the equity is held by the ADS / GDR Depositories
(in respect of the bank's American Depository Shares (ADS) and Global Depository
Receipts (GDR) Issues). 32.57 % of the equity is held by Foreign Institutional
Investors (FIIs) and the Bank has 4,41,457 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed
on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's
Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under
ISIN No US40415F2002.
AMALGAMATION OF TIMES BANK & CENTURION BANK OF PUNJAB
WITH HDFC BANK
On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank
was formally approved by Reserve Bank of India to complete the statutory and
regulatory approval process. As per the scheme of amalgamation, shareholders of
CBoP received 1 share of HDFC Bank for every 29 shares of CBoP.
The amalgamation added significant value to HDFC Bank in terms of increased
branch network, geographic reach, and customer base, and a bigger pool of skilled
manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited
(another new private sector bank promoted by Bennett, Coleman & Co. / Times
Group) was merged with HDFC Bank Ltd., effective February 26, 2000. This was the
first merger of two private banks in the New Generation Private Sector Banks. As per
the scheme of amalgamation approved by the shareholders of both banks and the
Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank
for every 5.75 shares of Times Bank.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. As of March 31, 2015, the Banks
distribution network was at 4,014 branches in 2,464 cities.All branches are linked on
an online real-time basis. Customers across India are also serviced through multiple
11

delivery channels such as Phone Banking, Net Banking, Mobile Banking and SMS
based banking. The Banks expansion plans take into account the need to have a
presence in all major industrial and commercial centres, where its corporate customers
are located, as well as the need to build a strong retail customer base for both deposits
and loan products. Being a clearing / settlement bank to various leading stock
exchanges, the Bank has branches in centres where the NSE / BSE have a strong and
active member base.
The Bank also has a network of 11,766 ATMs 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.
MANAGEMENT
Mrs. Shyamala Gopinath holds a Masters Degree in Commerce and is a CAIIB. Mrs.
Gopinath has 39 years of experience in financial sector policy formulation in different
capacities at RBI. As Deputy Governor of RBI for seven years and member of the
Board. Mrs. Gopinath had been guiding and influencing the national policies in the
diverse areas of financial sector regulation and supervision, development and
regulation of financial markets, capital account management, management of
government borrowings, forex reserves management and payment and settlement
systems.
The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25
years and before joining HDFC Bank in 1994 was heading Citibank's operations in
Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth of
experience in public policy, administration, industry and commercial banking. Senior
executives representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad head
various businesses and functions and report to the Managing Director. Given the
professional expertise of the management team and the overall focus on recruiting and
retaining the best talent in the industry, the bank believes that its people are a
significant competitive strength.
12

TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information
technology and communication systems. All the banks branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the
branch network and Automated Teller Machines (ATMs).
The Bank has made substantial efforts and investments in acquiring the best
technology available internationally, to build the infrastructure for a world class bank.
In terms of core banking software, the Corporate Banking business is supported by
Flexcube, while the Retail Banking business by Finware, both from i-flex Solutions
Ltd. The systems are open, scaleable and web-enabled.
The Bank has prioritised its engagement in technology and the internet as one of its
key goals and has already made significant progress in web-enabling its core
businesses. In each of its businesses, the Bank has succeeded in leveraging its market
position, expertise and technology to create a competitive advantage and build market
share.
BUSINESS PROFILE
HDFC Bank caters to a wide range of banking services covering commercial and
investment banking on the wholesale side and transactional / branch banking on the
retail side. The bank has three key business segments:
Wholesale Banking
The Banks target market is primarily large, blue-chip manufacturing companies in
the Indian corporate sector and to a lesser extent, small & mid-sized corporates 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 structured solutions, which combine cash management services
with vendor and distributor finance for facilitating superior supply chain management
13

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.
Treasury
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalisation of the financial markets in India, corporates need more sophisticated risk
management information, advice and product structures. These and fine pricing on
various treasury products are provided through the banks Treasury team. To comply
with statutory reserve requirements, the bank is required to hold 25% of its deposits in
government securities. The Treasury business is responsible for managing the returns
and market risk on this investment portfolio.
Retail Banking
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 customers through the growing branch network, as well as through
alternative delivery channels like ATMs, Phone Banking, NetBanking 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 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.
14

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 March 2015, the
bank had a total card base (debit and credit cards) of over 25 million. The Bank is also
one of the leading players in the merchant acquiring business with over 235,000
Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant
establishments. The Bank is well positioned as a leader in various net based B2C
opportunities including a wide range of internet banking services for Fixed Deposits,
Loans, Bill Payments, etc.
RATINGS / AWARDS
Credit Rating
HDFC Bank has its deposit programmes rated by two rating agencies - Credit
Analysis & Research Limited. (CARE) and Fitch Ratings India Private Limited. The
bank's Fixed Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by
CARE, which represents instruments considered to be "of the best quality, carrying
negligible investment risk".
CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+"
which represents "superior capacity for repayment of short term promissory
obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has
assigned the "tAAA (ind)" rating to the bank's deposit programme, with the outlook
on the rating as "stable". This rating indicates "highest credit quality" where
"protection factors are very high".
HDFC Bank also has its long term unsecured, subordinated (Tier II) Bonds of Rs.4
billion rated by CARE and Fitch Ratings India Private Limited. CARE has assigned
the rating of "CARE AAA" for the Tier II Bonds while Fitch Ratings India Pvt. Ltd.
has assigned the rating "AAA (ind)" with the outlook on the rating as "stable". In each
of the cases referred to above, the ratings awarded were the highest assigned by the
rating agency for those instruments.
Corporate Governance Rating:
15

The bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating
Information Services of India Limited (CRISIL). The rating provides an independent
assessment of an entity's current performance and an expectation on its "balanced
value creation and corporate governance practices" in future. The bank was assigned a
'CRISIL GVC Level 1' rating in January 2007 which indicates that the bank's
capability with respect to wealth creation for all its stakeholders while adopting sound
corporate governance practices is the highest
Awards and Accolades :
HDFC Bank 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, we are proud to say that we are
well on our way towards that goal.
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. HDFC is
India's 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.
HDFC Bank 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
16

service excellence would help us get there. Today, we are proud to say that we are
well on our way towards that goal.
HDFC Bank Limited (the Bank) is an India-based banking company engaged in
providing a range of banking and financial services, including commercial banking
and treasury operations. The Bank has a network of 1412 branches and 3295
automated teller machines (ATMs) in 528 cities and total employees is 52687.
Some important awards that the Bank won:
2015
AIMA Managing India
- Business Leader of the Year - Aditya Puri
Awards 2015
Barron's
Finance Asia poll on Asia's
- World's 30 Best CEOs - Mr Aditya Puri

- Best Managed Public Company - India'
Best Companies 2015
Best CEO- Aditya Puri

Best Corporate Governance- Rank 3
J. P Morgan Quality
Best Investor Relations- Rank 3

- Best in class straight Through Processing Rates
Recognition Award
2014
Euromoney
- HDFC Bank wins Best Private Banking Services

for Super affluent clients for 5 years in a row at
Euromoney Private Banking
Euromoney Awards
- Best Private Banking Services award for Net-
and Wealth Management
worth-specific services category for Super affluent
Survey 2015
clients (US$ 1 million to US$ 5 million).

- Best Private Banking Services award Asset
FE Best Bank Awards
Management
- Best Bank in the New Private sector
- Winner - Profitability
Business Today - KPMG
- Winner - Efficiency
- Best Large Bank - Overall
Study 2014
Businessworld-PwC India
- Best Large Bank - Growth

- Best Large Bank
Best Banks Survey 2014
- Fastest Growing Large Bank

17

Asiamoney FX Poll 2014
- Best Domestic Provider of FX options

- Best Domestic Provider of FX products &
Services
- Best Domestic Provider of FX research & market
coverage
The Asian Banker
- Best Domestic provider for FX Services

Strongest Bank in India in the Asian Banker 500
(AB 500) Strongest Bank by Balance Sheet
Dun & Bradstreet - Polaris
Ranking 2014
- Best Bank - Managing IT Risk (Large Banks)
Financial Technology
- Best Bank - Mobile Banking (Large Banks)
Banking Awards 2014

Forbes Asia
BrandZ TM Top 50 Most
- Best Bank - Best IT Team (Private Sector Banks)

Fab 50 Companies List for the 8th year
India's Most Valuable Brand
Valuable Indian Brands study

by Millward Brown
Finance Asia Country Awards - Best Bank - India
2014 and poll on India's Top
- Best CEO- Rank 1
Companies
- Best CSR - Rank 1
Asiamoney
Dun & Bradstreet -
- Best CFO - Rank 2

Best of Best Domestic Banks - India
Best Corporate in Banking Sector
Manappuram Finance
Limited Corporate Award
2014
Mission and Business Strategy

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 Bank's risk appetite. We
18

are committed to do this while ensuring the highest levels of ethical standards,
professional integrity, corporate governance and regulatory compliance.
Our business strategy emphasizes the following :
Increase our 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 our technology platform and open scaleable systems to deliver more
products to more customers and to control operating costs.

Maintain our current high standards for asset quality through disciplined credit
risk management.
Develop innovative products and services that attract our 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.
VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards,
professional integrity and regulatory compliance. HDFC Banks business philosophy
is based on four core values such as:1. Operational excellence.
2. Customer Focus.
3. Product leadership.
4. People.
The objective of the HDFC Bank is to provide its target market customers a full range
of financial products and banking services, giving the customer a one-step window for
all his/her requirements. The HDFC Bank plus and the investment advisory services
programs have been designed keeping in mind needs of customers who seeks distinct
financial solutions, information and advice on various investment avenues.
BOARD OF DIRECTORS
Name
Shyamala Gopinath
Designation
Chairperson
19

Paresh Sukthankar
A N Roy
Keki Mistry
Renu Karnad
Name
Aditya Puri
Kaizad Bharucha
Bobby Parikh
Partho Datta
Malay Patel
Deputy Managing Director

Director
Director
Director
Designation
Managing Director
Executive Director
Director
Director
Additional Director
TOP MANAGEMENT
Abhay Aima
Anil Jaggia
Ashish Parthasarth
Bharat Shah
G Subramanian
Kaizad Maneck
Mandeep Maitra
Navin Puri
Pralay Mondal
Rahul N Bhagat
Ananthanarayan
Sashi Jagdishan
Sudhir Joshi
Equities & Private Banking and NRI Business

Information Technology and Legal
Treasury
Merchant SeRvices
Audit & Compliance
Credit & Market Risk
H.R, Admin & Infrastructure
Branch Banking
Assets & CREDIT CARDS
Retail Liabilities, Marketing & Direct Banking Channels
Operations
Finance
Treasury
BUSINESS HEADS
A Asokan
Amit Kumar
Anil Nath
Emerging Enterprise Group

Retail Branch Banking-West 1
Business Banking - Working Capital & Retail Agri
Arup Rakshit
Ashima Khanna Bhat
Ashok Khanna
Bhavesh Chandulal
Biju Pillai
Treasury
Emerging Corporate Group
Retail Assets - TW
Wholesale Operations
Retail Assets - EL,PL,LAS & GOLD
Birendra Sahu
Deepak Maheshwari
Gsv Surya Prasad
Harpreet Singh
Jimmy M Tata
Munish Mittal
Nandkishor Laxman
Nitin Subramanya
retail Operations
Credit and Market Risk
Information Technology
NRI Business
Corporate Banking
Information Technology
Financial Institution Group
Equities and Private Banking
Parag Rao
Credit Cards
20

Rajender Sehgal
Rohit Gaurav
Sanjay B Dongre
Sanjeev Patel
Tarini Vaidya
Financial Institution Group

Marketing
Legal
Direct Banking Channel
Treasury
21

INTEGRATED FINANCIAL SERVICES
SECURITISATION
HDFC CHUBB GENERAL INSURANCE CO. LTD
Future Activities
DISTRIBUTION
22

BUSINESS SEGMENT
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:
Wholesale Banking Services:
The Bank's 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 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 corporate including multinationals, companies from the
domestic business houses and prime public sector companies. It is recognized 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 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
23

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 Master card 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 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant
establishments.
Treasury:
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures. These and fine pricing on
various treasury products are provided through the bank's Treasury team. To comply
with statutory reserve requirements, the bank is required to hold 25% of its deposits in
government securities. The Treasury business is responsible for managing the returns
and market risk on this investment portfolio.
Their business philosophy is based on five core values: Customer Focus
Operational
Excellence
Product Leadership
People.
They believe that the ultimate identity and success of their bank will reside in the
exceptional quality of their people and their extraordinary efforts. For this reason,
they are committed to hiring, developing, motivating and retaining the best people in
the industry.
24

Mission and Business Strategy:
Their mission is to be "a World Class Indian Bank", benchmarking themselves
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 Bank's risk appetite.
They are committed to do this while ensuring the highest levels of ethical standards,
professional integrity, corporate governance and regulatory compliance.
Their business strategy emphasizes the following:
Increase their 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 their technology platform and open scalable systems to deliver more
products to more customers and to control operating costs.
Maintain their current high standards for asset quality through disciplined credit
risk management.
Develop innovative products and services that attract their targeted customers and
address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce their cost of funds.
Focus on high earnings growth with low volatility.
Recently HDFC Bank has announced a merger with HDFC.

RBI approves merger of CBOP, HDFC Bank
New Delhi, SEP 21, 2007
Reserve Bank of India has approved the merger of Centurion Bank of Punjab with
HDFC Bank and the amalgamation would be effective from SEP 2007.
25

"The RBI hereby sanctions the appended scheme of amalgamation of CBOP
(transferor bank) with the HDFC Bank ltd (transferee bank). The scheme shall come
into effect from May 23," HDFC Bank said in a filing to the Bombay Stock
Exchange.
The boards of HDFC Bank and CBOP had given in-principle approval for the merger
of both the banks in February. Following the in-principle nod, HDFC Bank had
approved the share swap ratio of 1:29.
As per the ratio CBOP shareholder would get one share of HDFC Bank for every 29
shares held.
With the merger, the combined entity will have a nationwide network of 1,148
branches
and
the
deposits
would
climb
up
to
SERVICES PROVIDED BY BANK TO CUSTOMERS

Bank saving schemes
Savings account
Current account
Fixed Deposit
Loans
Education loan
Personal loan
Home loan
Auto loan
Cards
Debit card
Credit card
Classic card
ATM card
Anywhere banking
Online Broking
Lockers
26
Rs
1,20,000
crore.

Wealth Management Services (Insurance)
SAVING ACCOUNT
A saving account is meant for the general public
who wish to save a part of their current
incomes to savings. The bank, therefore
impose certain restrictions on the saving
bank account and also offer a reasonable rate
of interest. Opening a Saving Account with
HDFC BANK allow customers to earn
interest while the money lies parked for their
convenience. In addition to this, the account
comes with a host of banking services
including atm cards, internet banking, safe
deposit lockers, etc.
MINIMUM BALANCE
Individuals can open a Saving Account with Rs. 5000\- . In the eventuality of the
average minimum balance falling below the stipulated levels a charge of Rs. 750 is
levied.
INTEREST RATE
Interest @ 3.50 % p.a. calculated on the minimum balance in your account between
the 10th and the last day of the month, credited quarterly into your account.
CURRENT ACCOUNT
A current account is a running and active account, which may be operated upon any
number of times during a working day. There is no restriction on the number and the
amount of withdrawals from a current account. Current account suits the requirements
of big businessmen, joint stock companies, institutions, public authorities and public
corporations, etc whose banking transactions happen to be numerous on every
working day. In order to avail the current account facility you need to fill in the
account form and provide introduction. The account shall be introduced by another
27

account holder of the bank or supporting documents based on the constitution of the
applicant.
Now, with an HDFC Bank Current Account, experience the freedom of multi-city
banking! You can have the power of multi-location access to your account from any
of 761 branches in 327 cities. Not only that, you can do most of your banking
transactions from the comfort of your office or home without stepping out.
They make it their business to help you in your business by offering you a Current
Account with all the benefits you need to stay ahead of your competition.
At HDFC Bank, they understand that running a business requires time and money,
also that your business needs are constantly evolving. That's where they come in.
They provide you with a choice of Current Account options to exclusively suit your
business - whatever the size or scope.
MINIMUM BALANCE
Corporate houses can open a current account with Rs. 10000.
FIXED DEPOSIT ACCOUNT
Fixed deposit accounts include deposits with the bank for a fixed period, which is
specified at the time of making the deposit. A fixed deposit is repayable on the expiry
of a specified period chosen by the depositor to suit his purpose and to enable him to
get back the money as and when he needs it. These deposits constitute more than half
of total bank deposits. In order to avail the Fixed Deposit facility customer need to fill
in the account form and provide introduction documentation. The account could either
be introduced by another account holder of the bank\ staff member or through
supporting documents based on the constitution of the applicant.
MINIMUM DEPOSIT
The minimum deposit for opening HDFC Fixed deposit Account is Rs.5000. This
deposit can be made in the form of cash or through a cheque. (The rates of interest
are subject to change from time to time)
LOANS
28

Lending of funds to constituents, mainly traders,
business and industrial enterprises, constitutes the
main business of the banking company. The main
portion of the banks funds is employed by way of
loans and advances, which is most profitable
employment of its funds. The major part of banks
income is earned from interest and discount on the
funds so lent.
It is one of the primary functions without which an institution cannot be called bank.
The bank lends a certain percentage of the cash lying in the deposit on a higher rate
than it pays on such deposits. Before advancing the loans the bank satisfy themselves
about the credit worthiness of the borrowers.
Different types of loans are discussed below:1) EDUCATION LOAN
Education loan is basically a loan, which is provided to student for higher
education. In this , customer has to pay only simple interest during their
education and six month of completion of education EMI (Installment)of the
loan starts.
ELIGIBILITY
a) INDIAN
b) Age above 18 years
c) Have secured admission in a college \ university
2) PERSONAL LOANS
HDFC BANK offers a broad range of personal loans to meet customers
specific needs and situations. Personal loan can be given to both service class
and business class. HDFC personal loans are hassle free, quickly approved and
are on very attractive interest rates. Advantage of repaying in convenient
Equated Monthly Installments is also being given.
FEATURES
a) Competitive Rate of Interest
29

b) Lowest Processing fee (1% of loan amount)
c) No prepayment penalty
d) No personal guarantee
e) No hidden costs
f) Longer repayment period
g) Special offer for HDFC customers
30

3) HOME LOANS
Home loan is basically an appreciable investment. Customers can get loan for
construction, land purchase, for renovation at lowest installment and with
minimum rate of interest.
Competitive rate of interest
Special pre-approved loans for existing customers
Loans available to Individuals, Firms, Private Limited Companies
Also available for NRIs and Merchant Navy personnel
No-income proof scheme available
Loan available for new as well as resale properties.
4) AUTO LOANS
If you are a salaried individual holding credit cards , your loan gets processed
faster.
Requirements:
Facility is available to only HDFC bank account holders (CASA).
All terms and conditions applicable for the used car product are applicable
for the Loan take over product.
Minimum 9 month old loan with any approved Financier with clear
repayment track record
ANYWHERE BANKING
The new concept of anywhere banking allows customer of one branch of a bank to
transit their business at premises of another branch of the bank. This essentially means
that the customers are treated as being the customer of a bank not of a branch.
HDFC has been able to offer Anywhere Banking and at par cheque facilities for its
customers. Using this technology and networked infrastructure the bank is now in a
position to introduce products like electronic utility bills collection (Telephone,
electricity bills etc.) as well as innovative products like acceptance of insurance
premium over the internet.
31

What can you do using Net Banking?
HDFC leading service provides a host of features at your finger-tips:
View Account Balances & Statements
Transfer Funds between accounts
Create Fixed Deposits Online
Request a Demand Draft
Pay Bills
Order a Cheque Book
Request Stop Payment on a Cheque
And lots more

LOCKERS
Safe Deposit Locker:
A Safe Deposit Locker with HDFC Bank is the solution to your concern. Located at
select branches in cities all over the country, their lockers ensure the safe keeping of
your valuables.
Advantages / Key Benefits
Wide Availability.
Lockers available in various sizes. i.e. Small, Medium, Large and Extra Large
with varying rents.
Lockers are rented out for a minimum period of one year. Rent is payable in
advance.
No deposits are required to avail a locker. Just open an account and get the
locker facility OR
The rent may be conveniently paid from your deposit account with us.
Direct debits for locker rentals from your account rid you of the hassles in
writing out cheques.
32

There is a nominal annual charge, which depends on the size of the locker and
the centre in which the branch is located.

Eligibility
An individual (not minor), firms, limited company, associations, clubs, trusts,
societies, etc may hire a locker.
Terms & Conditions
For obtaining a Locker at HDFC Bank you must be an account holder with our
Bank.
Lockers can be allotted individually as well as jointly.
The Locker holder is permitted to add or delete names from the list of persons
who can operate the Locker and can have access to it.
Loss of Key is to be immediately informed to the concerned Branch.
For Schedule of Rentals, please contact the branch nearest to you.

CARDS
Credit Cards
Besides arming you with unmatched spending power, our Credit Cards are designed
to meet your unique needs. Choose one that's tailored for you. The best credit cards
are available here, including even the online credit cards service.
Classic Cards
Special Benefit Cards:
Silver, Value Plus, Health Plus credit card. Premium Cards
Commercial Cards:
Womens Gold Card, Corporate, Titanium, Business, Gold, Platinum Plus, Visa
Signature, World Master Card Credit Card.
Debit Cards
33

What if you could carry your bank account with you? HDFC Bank Debit Cards give
you complete and instant access to the money in your accounts without the risk or
hassle of carrying cash.
CHAPTER 3
REVIEW LITERATURE
Before Internet era, consumers largely selected their banks based on how convenient
the location of banks branches was to their homes or offices. With the Advent of new
technologies in the business of bank, such as Internet banking and ATMs, now
customers can freely chose any bank for their transactions. Thus the customer base of
banks has increased, and so has the choices of customers for selecting the banks.
This is just the beginning of the story. Due to globalization a new generation of
private sector banks and many foreign banks have also entered the market and they
have brought with them several useful and innovative products. Due to forced
competition, public sector banks are also becoming more technology savvy and
customer oriented.
Thus, Non-traditional competition, market consolidation, new technology, and the
proliferation of the Internet are changing the competitive landscape of the retail
banking industry. Today retail banking sector is characterized by following:
Multiple products (deposits, credit cards, insurance, investments and
securities)
Multiple channels of distribution (call center, branch, Internet and kiosk)
Multiple customer groups (consumer, small business, and corporate)
Today, the customers have many expectations from bank such as
(i) Service at reduced cost
(ii) Service Anytime Anywhere
(iii) Personalized Service
34

With increased number of banks, products and services and practically nil switching
costs, customers are easily switching banks whenever they find better services and
products. Banks are finding it tough to get new customers and more importantly retain
existing customers.
It would be worthwhile to make a check-list of the broad needs that your Private
Banker should satisfy. To mention the more significant ones,
Customised, professional, unbiased investment advice
Single point service
Trust and confidentiality
Empowerment to take the final decision
Prompt, efficient service with minimal paperwork
Reliable, speedy, low-cost execution of transactions
After-sales service which includes regular performance reports and pro-active
follow-up of post-transaction delivery and corporate actions, and of course,
A reasonable return
While one hears international giants successfully implementing CRM, by and large
the Indian business or the Indian arm of such giants give only a lip service to CRM
and also there was an element of double speak in the context of customer relationship
mgmt by Indian firms. A survey reveals that only 36% of the CEOs have CRM as one
of the top activities in their agenda. We decided to check this out in the Udaipur
region and also to gain firsthand experience in the field by talking to officials
especially in the banking sector.
For the purpose we met different officials from ICICI bank, IDBI bank, Bank of
Rajasthan, HDFC finance. Although in the Udaipur region they do not have an
established customer relationship mgmt solutions in place.
35

But unanimously agree to the dramatic change in the approach that has swept not only
their banks but also other state owned and private banks. At both ICICI and HDFC
there is a mad rush to reach out to the customer through multiple channels like ATMs,
cell phones, branch phones, or the Internet etc.
36

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 at making a long-term career in the field.
WEAKNESSES
Some gaps in range for certain sectors.
Customer service staff needs training.
Processes and systems, etc
Management cover insufficient.
Sectoral growth is constrained by low unemployment levels and
competition for staff
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-wide basis.
An applied research centre to create opportunities for developing
techniques to provide added-value services.
37

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.
38

CHAPTER 4
RESEARCH METHODOLOGY
Research is a careful investigation or inquiry especially through search for new facts
in branch of knowledge: market research specifies the information. Required to
address these issues: designs the method for collecting information: manage and
implements the data collection process analyses the results and communicates the
finding and their implications. Research problem is the one which requires a
researcher to find out the best solution for the given problem that is to find out the
course of action, the action the objectives can be obtained optimally in the context of
a given environment. The topic is a study on customers services and satisfaction
level of customers HDFC Bank.
In the starting of research this is the exclusive research but as this research is going
on this becomes a concluded research .because in starting the ideas comes to find the
results according to my topic . when research is going well then some findings are
come. So I take any decision regarding to select the research.
Become the conclusive research. In conclusive research we use some statistical terms
so that we find the result in quantity.
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 conducted
effectively 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.
39

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 was usedfor the project. The
mode of collecting primary data is questionnaire mode and sources of secondary data
are various magazines, books, newspapers, & websites etc
Primary Data:
The primary data was collected to measure the customer satisfaction and their
perception regarding HDFC Bank. The primary data was collected by means of
questionnaire and analysis was done on the basis of response received from the
customers. The questionnaire has been designed in such a manner that the consumers
satisfaction level can be measured and consumer can enter his responses easily.
Secondary Data:
The purpose of collecting secondary data was to achieve the objective of studying the
recent trends and developments taking place in banking.
Secondary data collection:

Magazines, books and websites
Sample size
100 customers were selected.
Sampling Unit
Pune
Sampling Technique
Convenient sampling.
In convenience sampling, the selection of units from the population is based on easy
availability and/or accessibility.
40

I am using this sampling method because sample will be selected on the basis of
availability of the respondents who met the desired criteria.
Data Collection Tool: Structured Questionnaire

A structured Questionnaire is a formal list of questions framed so as to get the facts.
For Collecting Primary Data I used a Structured Questionnaire.
I prepared questionnaire to be filled by customers of HDFC Bank.
I meet to 42 customers of HDFC Bank who filled the questionnaire. So that I can
know about the satisfaction level of that services which they enjoy as a customer.
41

CHAPTER 5
DATA ANALYSIS
Analysis and Interpretation
After the data collection, it was compiled, classified and tabulated manually and with
help of computer. Then the task of drawing inferences was accomplished with the
help of percentage and graphic method.
1.
For how long you are part of HDFC Bank?
Response
Less than 6 Months
Less than 1 Year
Less than 2 Years
More than 2 Years
Total
No. of Respondents
20
37
14
29
100
%age of Respondents
20%
37%
14%
29%
100%
Interpretation:
From the above graph it is clear that majority of the respondents are part of HDFC
Bank from last one year i.e. 37%; 29% of the respondents are part of HDFC Bank
from last more than 2 years; 20% respondents from 6 months and remaining 14%
respondents are part of HDFC Bank for last two years.
2. What are reasons that attract you to be a customer of the HDFC bank?
42

Response
Image
Extra Services
Services
All of above
image
50
40
30
20
10
0
No. of Respondents
25
25
45
5
Extra services
%age of Respondents
25%
25%
45%
5%
services
all of above
all of above
services
Extra services
image
Interpretation:
From the above graph it is clear that majority of the respondents i.e. 45% are become
part of HDFC Bank because of its services; 25% because of its image; 25% because
of its extra services and rest because of all the three factors.
43
44

3. Are you aware of the different services offered by HDFC Bank?
Response
Yes
No
Total
No. of Respondents
91
9
100
%age of Respondents
91%
9%
100%
Interpretation:
From the above graph it is clear that majority of the respondents are aware of products
and services offered by HDFC Bank i.e. 91% and 9% respondents are not aware of
services offered by HDFC Bank.
45

4. Do you know about these following services of the HDFC bank?
Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans
No. of Respondents
100
100
53
5
25
16
95
%age of Respondents
100%
100%
53%
5%
25%
16%
95%
120
100
saving a/c
80
fixed deposits
current a/c
mutual funds
loans
demat a/c
60
40
credit cards
20
0
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?

46

Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans
saving a/c
80
60card
credit
40
20
0
No. of Respondents
65
58
40
3
0
10
47
fixed deposits
%age of Respondents
65%
58%
40%
3%
0%
10%
47%
current a/c
demat a/c
loans
mutual funds
credit card
mutual funds
loans
demat a/c
current a/c
fixed deposits
saving a/c
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.
47

6. Which of these services are you further interested in?
Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans
No. of Respondents
20
24
10
0
0
23
19
%age of Respondents
20%
24%
10%
0%
0%
23%
19%
30
25
saving a/c FD's current a/c demat a/c credit cards mutual funds
20
15
10
loans
5
0
Interpretation:
From the above graph it is clear that majority of the respondents are interesting in
FDs i.e. 24%,20% are interesting in saving a/c, 40% current a/c, 23% mutual fund,
19% in loans and nobody is interesting in credit cards and demat a/cs.
48

7. Which service of the HDFC bank would you rate the best?
Response
Saving a/c
Fixed deposits
Current a/c
Demat a/c
Credit cards
Mutual funds
Loans
No. of Respondents
33
40
12
0
0
10
5
%age of Respondents
33%
40%
12%
0%
0%
10%
5%
40
35
saving a/c FD's current a/c demat a/c credit cards
30
mutual funds
25
20
15
loans
10
5
0
Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the best
product. 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 HDFC bank?
49

Response
Yes
No
No. of Respondents
69
41
yes
%age of Respondents
69%
41%
no
Interpretation:
From the above graph it is clear that 69% of the respondents are known about the
innovative services and the rest is unknown about it.
50

9. Which of the following Extra service of the HDFC bank would you like to go
in for?
Response
Phone banking
ATM
Net banking
Bill payment
Non of these
All of these
No. of Respondents
5
60
10
10
5
10
phone banking
ATM
non of these
all of these
10
20
%age of Respondents
5%
60%
10%
10%
5%
10%
net banking
30
40
50
bill payment
60
70
Interpretation:
From the above graph it is clear that 5% of the respondents would like to go for phone
banking, 60% for ATMs, 10% for net banking, 10% for bills payment, 5% dont want
any innovative services and 10% want all these services.
51

10. What is your perception about the service of the HDFC bank?
Response
Good
Average
Poor
No. of Respondents
35
55
10
Good
Average
%age of Respondents
35%
55%
10%
Poor
60
40
20
0
Interpretation:
From the above graph it is clear that 35% of the respondents found the service of
HDFC Bank good, 55% found it average and 10% found it poor.
52

11. Are you satisfied with the dealing of the HDFC bank officials?
Response
Yes
No
To some extent
No. of Respondents
30
25
45
%age of Respondents
30%
25%
45%
45
40
35
30
Yes
NO
TO some extent
25
20
15
10
5
0
Interpretation:
From the above graph it is clear that 30% of the respondents are satisfied with the
dealing of the bank officials, 45% are not fully satisfied and 25% are dissatisfied.
12. Any problem you are facing regarding the HDFC bank?
53

Response
Timeliness
Customer relationship
Infrastructure
Others
Timeliness
No. of Respondents
78
12
10
0
%age of Respondents
78%
12%
10%
0%
Infrastrusture
80
70
60
50
Other
40
30
20
10
0
Interpretation:
From the above graph it is clear that 78% of the respondent facing the problem of
timeliness, 12% customer relationship and 10% of infrastructure.
54

13. How likely are you to recommend Bank services to a friend or colleague?
Response
Very unlikely
Somewhat unlikely
Neither likely nor unlikely
Somewhat likely
Very likely
No. of Respondents
8
30
17
35
10
%age of Respondents
8%
30%
17%
35%
10%
very unlikely
somewhat unlikely
neither likely nor unlikely
somewhat likely
very 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% said
somewhat unlikely, 17% said neither likely nor unlikely, 35% said somewhat likely
and 10% said very likely.
55

14. How will you rate the HDFC Bank in maintaining good customer
relationship?
Response
Good
Average
Poor
No. of Respondents
20
57
33
%age of Respondents
20%
57%
33%
bad
Average
good
Interpretation:
From the above graph it is clear that 20% of the respondents said HDFC Bank is good
in maintaining customer relationship, 57% said it is average and rest 33% said it is
poor in the maintenance.
56

15. What is your overall satisfaction rating with our HDFC bank?
Response
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor dissatisfied
Very satisfied
Somewhat satisfied
No. of Respondents
2
9
21
48
20
%age of Respondents
2%
9%
21%
48%
20%
Rating of the company

somewhat satisfied
2 9
21
48
neither satisfied
20
very satisfied
20
somewhat dissatisfied
40
60
80
1
very dissatisfied
100
120
Interpretation:
From the above graph it is clear that 48% of the respondents are very satisfied with
the bank, 20% are somewhat satisfied, 21% are neither satisfied nor dissatisfied, 9%
are somewhat dissatisfied and 2% are very much dissatisfied with the bank.
57

CHAPTER 6
FINDINGS AND CONCLUSION
FINDINGS:
Most of respondents are satisfied with the services which are provided by
HDFC Bank. It may be possible all the customers are enjoying the all
services of bank.
There is a high correlation between relationship manager and the customer
because he provided all the available information on time.

Thus my null hypothesis is become wrong after analyzing the data.
There is low satisfaction level in HDFC Bank regarding the services of
bank.
There is customer retention in HDFC bank by providing the best services
to the customers.
There is strong communication between relationship manager and the
customers
Relationship manager is trying to minimize the risk of customer regarding
the investment.
HDFC Bank is better service provider in banking industry.
Customers are profitable because this bank give the priority to service than
employee.
Majority of the customers are satisfied with HDFC Bank.
Majority of the customers are aware of services and extra services offered
by HDFC Bank. But not all the services.

The majority of the customers found services of the bank are average.
Majority of the respondents are found the bank is average in maintaining
the good customer relationship.

Majority of the respondent said that they are facing the problem of
timeliness and rest are facing problem of customer relationship and
infrastructure.
The perception of the majority of the customer regarding the bank is good
because majority of the customers are satisfied with the bank and they also
recommend the products of the bank.

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

The majority of customers are more interested in FDs, mutual funds and
saving a/cs.
58
The majority of the customers are satisfied with the dealing of the officials
upto some 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 and loans
59

CONCLUSION
This thesis on the topic A correlation between customer services and its
satisfaction level in HDFC Bank. In this thesis I find that most of the customers are
satisfied with the services which are provided by HDFC Bank. Its service quality is
good according to sample which I taken for this research. Thus my null hypothesis is
true that most of the customers are satisfied with the services of HDFC Bank. I find a
correlation between relationship manager and customers because they provide the
right informations on time to customers.
In completion of this management thesis I learnt more things about the banking sector.
As which type of services provided by a bank. How a policy is important to customer
and organization also.
They should more focus to their first time customer. The products are also giving a
huge satisfaction to customer, so they should provide that product which is more in
favour of them. They should give more information about those things which the
customer wants.
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.
60

RECOMMENDATION
Staff should be encouraged to present relevant options to banking customers, so those
customers become more comfortable. Some customers are those who like to go to
their nearby branch and sometimes they become their regular customer. So the staff
should care out side branch customer as they do care about own branch customers and
they should identify their basic service requirements. As MNCs bank like HDFC,
there are so many others MNCs banks stand as a competitor who provide better
services to customer, so the Bank should give all the concern services to their own
customer so they should not go to other banks for any services
More concentrate should give on the advertisement and promotional activities.
The Bank should make some efforts to improving good relationship with
customer.
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 extra
services.
61

REFERENCES
www.bnknetindia/com/banking/finance
http://en.wikipedia.org/wiki/bankingfinancialcompany
www.hdfcbank.com
www.hdfcbank/products/finance
www.google.com
www.iloveindia.com.
Primary References
Through questionnaire
Personal interview
Secondary References
The book Quantitative method of ICFAI University syllabus.
www.hdfcbank.com
www.google.com
62

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?
3.
a) its image
( )
b) its service
( )
c) products
( )
d) all of the above
( )
Are you aware of the different services offered by HDFC Bank?

Yes
( )
No
4. Do you know about these services of the banking industry?

Savings a/c
Yes/no
Fixed deposits
yes/no
Current a/cs
yes/no
Demat a/cs
yes/no
Credit card
yes/no
Insurances
yes/no
Mutual funds
yes/no
Loans
yes/no
63
( )

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?

Savings a/c
yes/no
Fixed deposits
yes/no
Current a/c
yes/no
De-mat a/c
yes/no
Credit card a/c
yes/no
Insurance
yes/no
Mutual finds
yes/no
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
64

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?
11.
a) Good
( )
b) Average
( )
c) Poor
( )
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
( )
( )
Infrastructure
( )
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
( )
65

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.
66

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A REPORT SUBMITTED IN PARTIAL

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I am also thankful to all those respondents whose gave me response to me in

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To know the customer satisfaction level and their perception regarding

representative of whole customers perception.

present in this thesis.

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Corporation has maintained a consistent and healthy growth in its operations to

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- Business Leader of the Year - Aditya Puri

- World's 30 Best CEOs - Mr Aditya Puri

Best Companies 2015

Best CEO- Aditya Puri

Best Investor Relations- Rank 3

- HDFC Bank wins Best Private Banking Services

Euromoney Private Banking

and Wealth Management

worth-specific services category for Super affluent

clients (US$ 1 million to US$ 5 million).

FE Best Bank Awards

Business Today - KPMG

- Best Large Bank - Growth

Best Banks Survey 2014

- Fastest Growing Large Bank

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- Best Domestic Provider of FX options

The Asian Banker

- Best Domestic provider for FX Services

Dun & Bradstreet - Polaris

- Best Bank - Mobile Banking (Large Banks)

Banking Awards 2014

- Best Bank - Best IT Team (Private Sector Banks)

Valuable Indian Brands study

- Best CEO- Rank 1

- Best CSR - Rank 1

- Best CFO - Rank 2

Mission and Business Strategy

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not on quantity and delivering high quality customer service.

products to more customers and to control operating costs.

and address inefficiencies in the Indian financial sector.

VISION STATEMENT OF HDFC BANK

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Deputy Managing Director

Equities & Private Banking and NRI Business

Emerging Enterprise Group

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Financial Institution Group

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