A

DISSERTATIONREPORT
ON
A STUDY OF CUSTOMERS SATISFACTION TOWARDS RUPAY CARDS
(ACOMPARATIVESTUDYOFSBI&HDFCBANKINRUPNAGAR)

Punjab Technical University,

Jalandhar (India)

In fulfillment of the requirements

of the degree of
Master of Business Administration (MBA)

By
Jasmeen Shergill
Roll No. 1432960

Institute of Management Studies

Bhaddal Technical Campus, Ropar.

DECLERATION
I,JasmeenshergillherebydeclarethatthedissertationreporttitledAStudyOf
Customers SatisfactionTowardsRupayCards(AComparativeStudyOfSBI&HDFCBankIn
Rupnagar)assigntomeaspertherequirementtothepartialfulfillmentofMasterofBusiness

AdministrationdegreefromIMS BHADDALaffiliatedto PunjabTechnicalUniversity,

Jallandaristheoriginalworkdonebymeandtheinformationprovidedinthisstudyisauthentic
tobestoftheknowledge.
Thisstudyhasnotbeensubmittedtoanyotherinstitutionoruniversityfortheawardofany
otherdegree

NameofGuide
(Ms.RamandeepKaur)

NameofStudent
(Jasmeenshergill)

ACKNOWLEDGEMENT
Managementisaprofessionwhereinnoworkcanbeaccomplishedwithoutthehelpofalarge
numberofpeoplebeityoursuperiorsorsubordinates.Agoodmanageristheonewhoknows
howtogettheworkaccomplishedwiththehelpofcolleagues.Asfuturemanagerswearetaught
topracticesuchbehaviorateverystep.
Asarequirementfor2yearfulltimeMBAcourse,Ifellgreatlyhonoredforhavingdonemy
dissertationreportAStudyOfCustomers SatisfactionTowardsRupayCards(AComparative
StudyOfSBI&HDFCBankInRupnagar)

IamalsothankfultomyadvisoryMs.Ramandeepkaur(FacilityofMBAdepartmentofIMS
BHADDAL) andallthefacultymemberstoprovidethisopportunitytogetfamiliarand learn
practically.
Last but not least I am thankful to all those people who help me directly or indirectly by
providingtheirvaluablesuggestionsandcooperation.
Ialsothankmyparentsandmyfriendsfortheirconstantsupportandlove.

Withsincerethanks
JASMEENSHERGILL

PREFACE
The study of AStudyOf Customers Satisfaction Towards Rupay Cards (AComparativeStudy
OfSBI&HDFCBankInRupnagar)asapartofcurriculum,everystudentstudying MBAhasto
undertakeAdissertationreportonaparticularsubjectassignedtohim/her.
Accordingly,IhavebeenassignedtheprojectworkonthestudyofaComparativestudyof
customers satisfaction towardsRupaycardsofHDFCandSBI(AstudyofbankinRupnagar).

AStudyOf Customers Satisfaction Towards Rupay Cards (AComparativeStudyOfSBI&

HDFCBankInRupnagar)

ThevariousinformationregardingAComparative Study Of CustomersSatisfactionSuch

asclassification,determinants,sourceshavebeendiscussedrelatingtoHDFCANDSBI.
ThepresentstudywasundertakentoknowthepreferenceofthecustomerstowardsHDFCBank
andStateBankofIndia(SBI).Themainproblemofthecustomersistheyarenotwellawareof
theservicesprovidedbytheirbanks.Thestudyalsoforceonthecustomerperceptionthathow
thebankingservicecanbeimproved.Inourstudywehaveusedbothprimarysourcesofdataas
wellassecondarysourcesofdata.Duringprojectwecametoknowthatboththebanksare
highlypreferredbythecustomersbuttheirpreferenceisdifferentuptosomeextenttowardsthe
serviceofthesebanks.
.
AtHDFCandSBI.AComparative Study Of CustomersSatisfactionhasshownincreaseinthe
periodofstudy.Thisshowncustomers satisfactionismanagedeffectivelyandtheotherentire
departmentisworkinginperfectcoordinationtoensuretheprogressofhdfcandsbibanks.,but
Ihavegivensomesuggestionsconclusionsothebasisofmydissertationreport.

INDEX
TABLEOFCONTENTS

S.N0
1
2
3

PAGE NO

DECLERATION
ACKNOWLEDGEMENT
PREFACE

4
INTRODUCTION
5
LITRATUREREVIEW
6
TOPICPROFILE
7
OBJECTIVEOFSTUDY
8
RESEARCHMETHODOLOGY
9
FINDINGS
10
LIMITATION
11
CONCLUSION
12
BIBLIOGHAPHY
13
QUESTIONNAIRE

6
7-8
9-25
26
27
40
41
42
43
44-45

1. INTRODUCTION

RuPayisanIndiandomesticcardschemeconceivedandlaunchedbytheNationalPayments
CorporationofIndia(NPCI).ItwascreatedtofulfilltheReserveBankofIndias desire to have a
domestic,openloop,andmultilateralsystemofpaymentsinIndia.RuPayfacilitateselectronic
paymentatallIndianbanksandfinancialinstitutions,andcompeteswithMasterCardandVisain
India.NPCImaintainstieswithDiscoverFinancialtoenablethecardschemetogain
internationalacceptance.
Customersatisfactionreferstohowsatisfiedcustomersarewiththeproductsorservicesthey
receivefromaparticularagency.ThecomparelevelofcustomersatisfactiontowardHDFCand
SBIbanksisdeterminednotonlybythequalityandtypeofcustomerexperiencebutalsobythe
customers expectations.
TheoriginoftheStateBankofIndiagoesbacktothefirstdecadeofthenineteenthcenturywith
theestablishmentoftheBankofCalcuttainCalcuttaon2June1806.Threeyearslaterthebank
receiveditscharterandwasredesignedastheBankofBengal(2January1809).Aunique
institution,itwasthefirstjointstockbankofBritishIndiaSponsoredbytheGovernmentof
Bengal.TheBankofBombay(15April1840)andtheBankofMadras(1July1843)followed
theBankofBengal.ThesethreebanksremainedattheapexofmodernbankinginIndiatilltheir
amalgamationastheImperialBankofIndiaon27January1921.
HDFCBankbeganoperationsin1995withasimplemission:tobea"WorldclassIndianbank".
Theyrealizedthatonlyasinglemindedfocusonproductqualityandserviceexcellencewould
helpthemtogetthere.
HDFCBank,oneamongstthefirstsofthenewgeneration,techsavvycommercialbankofindia
wassetupinaugust1995aftertheReserveBankofIndiaallowedsettingupofBanksinthe
privatesector.TheBankwaspromotedbytheHousingDevelopmentFinanceCorporation
Limited,apremierhousingfinancecompany(setupin1977)ofIndia.NetProfitfortheyear
endedMarch31,2006wasup30.8%toRs870.8crores.

2.LITERATUREREVIEW

1.GarimaChaudhary(2014) examinedinhisstudyonaPerformanceComparisonof Private

SectorBankswiththePublicSectorBanksinIndia:Asdiscussedabove,ithasbeenwitnessed
thatthemajorareaofconcernforanybankisthecustomerserviceandcustomersatisfaction,
thusjustliketheprivatesectorbanks,itishightimethatthepublicsectorbanksalsostart
concentratingmoreonthecustomersandtheservicesprovidedtothem.Topmostrankheldbya
privatebankisaclearindicatorofthebetterperformanceoftheprivatebanksduetotheirhigher
concern towards customer feedback, their efficient management and thus yielding to higher
productivityandnetworksthroughoutIndia.Tostrivethecutthroatcompetitiongiventothe
publicsectorbanksbytheprivatesectorbanks,thepublicsectorwillhavetopulluptheirshoes
tobeatthebetterhalfpartoftheraceelsethetimeisverynearwhichcanmakethesepublic
sectorbanksjustamemoryorahistoryforeveryone.
2

2.Denise K. Conroy(2013) stated in his study titled (Customer satisfaction measures in the
publicsector:whatdotheytellus?)attemptstodevisecustomersatisfactionmeasuresaccording
tohimthereareanumberoffactorswhichcanaffecttheinterpretationofresultsthenatureof
thecustomer,serviceprovision,servicequalityand,forthepublic
sector, the extent to which consumer sovereignty exists. Resources may be better directed
towardssettingandmaintaininghighlevelsofstandardofservice.Thisstudyaddressesthe
difficultiesandhighlightsthecomplexnatureofacustomerorservicebeneficiarywhocanbe,at
thesametime,ataxpayer,voter,recipientoffinancialbenefits,withexpectationsofthepublic
sectoranditsdeliveryagent,yetcannotchooseanotherprovider.
3

3.dr.snehalkumarhmistry(2013) Statedinhisstudyonameasuringcustomersatisfactionin
banking sector with special reference to banks of Surat city :With the economic growth of
countryisonacceleratingmode,roleofbankingindustryisalsoimportantinthisgrowth.With
theexpansionofbankingservicestopeoplesexcludedfrombankingservicestolargecorporate
searchingfundfortheiractivities,makestheimportanceofbankingservices.Newtechnologies
arebeingintroducedandthereisalwaysafearofeconomicuncertainties.Fiercecompetition,
more demanding customers and the changing climate havepresented an unparalleled set of
challenges(Lovelock,2001)forbanksinthecountry.Therefore,customersatisfactionisthekey
formanybankstosurviveincompetition.Thepurposeofthispaperistoidentifythefactors
affecting customer satisfaction in Banks and analyze their effectson the level of customer
satisfactionforattractthecustomers.ThedimensionsReliability,ResponsivenessandAssurance
are found to be the most vital and strategic determinants of service quality and customer
satisfactionforbothpublicandprivatesectorbanks.Ifbankswanttosustaincustomersonalong
termbasis,bankersshouldworktowards100%customersatisfactionthatautomaticallyfoster
customerdelight.

4.AmruthRajNippatlapalli(2013) statedinhisstudyonAStudyOnCustomer
SatisfactionOfCommercialBanks:CaseStudyOnStateBankOfIndia:Somelightwas
shedonsomenegativefactorsalsolikecreatinganawarenessononlinetransactions,interest
rates on loans, A.T.M. facilities etc.,Thats why Some suggestion were provided tothe
managementlikeconcentratingonOnlineservices,solvingbankingproblemwithaquick
timeandpromoteloanfacilitieslikeindustrial,business,agriculture,individualloansetc,with
anattractingadvertisements.
5

5.Dr.PriyaAnandIrabatti(2013) statedinhisstudyonaCustomerSatisfactionofOnline
BankinginSBIandICICIAComparativeStudyinPuneCity:Theinternetbankinghas
beengrowingrapidlyinIndia.Thegrowthinrecentyearattractsmanybanksinternet
services,thecompetitionresultedintobenefittothecustomer.WithinPunecity,dueto
3. industrialbaseandeducationalinstitutes,majorityofcustomersareusinginternet
4. banking.Thesecustomersarefromserviceclass.ICICIisthepioneerbankinIndia.
5. ThereforeICICIdominatesinmajorityofthequalitydimension.Howeverincaseof
6. qualitydimension of Privacy of Information, it seems that people of India still trust
7. publicsectorbank,ieSBIbank.Thedifferenceinservicequalityarisesmainlybecause
ofskilledhumanresourceandcultureofbank.ICICIhasattractedyoungandefficient
stafffortheinternetoperations,whileSBIstillsuffersduetotherigidmentalityofthe
oldemployees.Howeverinlastfewyears,SBIcameoutasleadingPublicSectorbank
providingonlineservicestocustomers.
1.

2. 3.TOPICPROFILE
3.

4.
5. RuPayisanIndiandomesticcardschemeconceivedandlaunchedbytheNational
PaymentsCorporationofIndia(NPCI).ItwascreatedtofulfilltheReserveBankof
6. Indias desire to have a
7. domestic,openloop,andmultilateralsystemofpaymentsinIndia.RuPayfacilitates
electronicpaymentatallIndianbanksandfinancialinstitutions,andcompeteswith
MasterCardandVisainIndia.NPCImaintainstieswithDiscoverFinancialtoenablethe
cardschemetogaininternationalacceptance.
8.
9. BACKGROUND
10.
11. TheIndiaPayschemewasconceivedbytheNationalPaymentsCorporationofIndiaas
an alternativetotheMasterCardandVisacardschemes,andtoconsolidateandintegrate
variouspaymentsystemsinIndia.ItwasrenamedtoRuPaytoavoidnamingconflicts
[6]

withotherfinancialinstitutionsusingthesamename. TheRuPaycardwaslaunched
12. on26March
13. 2012.NPCIenteredintoastrategicpartnershipwithDiscoverFinancialServices
14. (DFS)for
15.
RuPay Card, enabling the acceptance of RuPay Global Cards on Discovers global
payment networkoutsideofIndia.
16.
17. On8May2014,RuPayhasbeendedicatedtoIndiabyPresidentofIndia,Pranab
MukherjeeatRashtrapatiBhavan,NewDelhi.
18.
19.
20.
21. ACCEPTANCE
22.
23. RuPaycardsareacceptedatallautomatedtellermachines(ATMs)acrossIndiaunder
NationalFinancialSwitch,andundertheNPCI'sagreementwithDFS,RuPaycardsare
acceptedontheinternationalDiscovernetwork.Accordingtothedatapublishedby
NationalPaymentsCorporationofIndia,therearearound145,270ATMsandmorethan
875,000pointofsale(PoS)terminalsinIndiaundertheRuPayplatform.Inadditionto
theATMsandPoSterminals,RuPaycardsareacceptedonlineon10,000ecommerce
websites.withthesamePINwhichtheyuseforATMtransactions.
24.
25. RuPaycardsareacceptedatallPoSterminalsinIndia.Toenablethis,RuPayhas
certified25majorbanksinIndiatoaccepttheRuPaycardattheirrespectivePoS
terminalslocatedatdifferentmerchantlocations.
26.
27.
28.
29.

30.
31.

32. ISSUERS
33.
34. BanksinIndiaareauthorizedtoissueRuPaydebitcardstotheircustomersforuseat
ATMs,PoSterminals,andecommercewebsites.About240banks,includingallmajor
publicsectorbanks,
35. currentlyissueRuPaycardstotheircustomers,RuPaycardsarealsoissuedatabout200
cooperativeandruralbankstopromotefinancialinclusion.
36.
37. RUPAYEMV
38.
39. NPCIhasrolledoutitschipcardforhighsecuritytransactionsusingEMV(Europay,
MasterCardandVisa)chiptechnology,whichisaglobalstandardfordebitandcredit
cards.RuPaychipcardshaveanembeddedmicroprocessorcircuitcontaining
informationaboutthecardholderandbecausetransactionsarePINbasedratherthan
signaturebased.
40.
41. RUPAYFORFARMERS
42.
43. RuPayalsoprovidesaunified"KisanCard",issuedbybanksacrossthecountryunder
KisanCreditCard,enablingfarmerstotransactbusinessonATMsandPoSterminals.
44.
45. PUNGRAIN(PunjabGrainsProcurementCorporationLtd),payscommissionagents
throughtheRuPayDebitCard,anddevelopedacommissionagentsnetworkcalledthe
KisanArhtiaInformationandRemittanceOnlineNetwork(KAIRON)withthehelpof
theNationalPaymentsCorporationofIndia.
46.
47. KotakMahindraBankinpartnershipwithRuPayrolledoutaninitiativeforfinancial
inclusion,wherethedairyfarmersacross75cooperativesocietiesofAMULinregions
ofBurdwanandHooghlyofWestBengalwillbeabletogettheirpaymentsdirectlyinto
theiraccountonthesamedayofsaleofmilk.
48.
49. ThesamemodelisplannedtobeadoptedinthestateofGujaratwhere1200cooperative
societiescomprisingover300,000dairyfarmerswillbethepartoftheprogramme.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.
61.
62.

63.
64.
65.
66.
67.
68. HISTORY
69.
PresidentofIndiaon8May2014launchedRupay,IndigenousCardpaymentSystemat
RashtrapatiBhawaninDelhi.RuPayisthecoinageoftwotermsRupeeandPayment.

ReserveBankofIndia(RBI)envisionedtheneedforsuchanindigenouslymanaged
servicein2005.NationalPaymentsCorporationofIndia(NPCL)developedtheRupay
platform.

RupayistheseventhcardpaymentsystemintheworldafterVisa,MasterCard,American
Express,Discover,DinersClub,andJCB.
72.
73.
74.
75.
76. FeaturesofRuPay
77.
ItcanbeusedatATMs,Pointsofsaleandalsoforonlinepurchases.

RupaycardwillbeusewithaPIN.Itispossibletowithdraw25000rupeesusingthe
card.Upto50000rupeescanbespentatPointofsaleterminals.

ThevariantofRupaycardisKisanCardwhichisissuedby43PublicSectorBanks
(PSBs).

RuPaySchemeprovideflexibilitytocardissuingbankstoissuespecialpurposecards
likeKisanCards,MilkProcurementCards,GrainProcurementCardsandFinancial
InclusionCards.

TheuserofRupaywillneedtopayatleast40percentfewerchargesforeachtransaction
clearingandsettlementswhencomparedtootherinternationalplatforms.
82.
83.

84.
85. ExpansionofRuPay
86.
ThetotalnumberofbanksissuingRuPaycardsisnowmorethan250andthecardbase
asonApril2014wasat20millionplus.Morethan150cooperativebanksandthe
regionalruralbanks(RRBs)havealsoissuedRuPayATMcard.

Governmentsectorbanksalreadysetup25331ATMsinwhichRupaycanbeused.Inthe
presentfinancialyear201415,another9000ATMswillbesetup.Thesecardscanbe
usedinmorethan1.6lakhATMsand95%ofPOSterminalsandalmostallecom
merchants.

Currently,over12percentofGDPworthcashandcoinsareincirculationwhichisquiet
high.
89.
90. BenefitsofRuPayCard
91.
ThebenefitsofRuPaydebitcardaretheflexibilityoftheproductplatform,highlevelsof
acceptanceandthestrengthoftheRuPaybrandallofwhichwillcontributetoan
increasedproductexperience.

Lowercostandaffordability

Customizedproductoffering

ProtectionofinformationrelatedtoIndianconsumers

TransactionandcustomerdatarelatedtoRuPaycardtransactionswillresideinIndia

Provideelectronicproductoptionstountapped/unexploredconsumersegment

Interoperabilitybetweenpaymentchannelsandproducts

Rupaycardalsoofferfacilitiessuchaspersonalaccidentinsuranceandpermanent
disabilitycovertothecardholder.

Soon,itwillbepossibletouseRupayinforeigncountriesasthecompanyislooking
aheadwithDiscoverFinancialServicesofUSforWesternworldandJCBofJapanfor
Easternworld.
100.
101.

102.
RuPayplansinIndia(HDFC&SBIBank)
103.
104.
ThisishowRuPayplanstobattlewithVisaandMasterCardTheNational
PaymentCorporationofIndia(NPCI)haschartedoutathreeyeargrowthplantoexpand
baseofitsnewlylaunchedfirsteverindigenouspaymentgatewayRupay.Thisinturn,
islikelytogiveagoodrunformoneytothemultinationalbiggieslikeVisaor
MasterCard.SaikatDasMoneycontrol.comTheNationalPaymentCorporationofIndia
(NPCI)haschartedoutathreeyeargrowthplantoexpandbaseofitsnewlylaunched
firsteverindigenouspaymentgatewayRupay.Thisinturn,islikelytogiveagoodrun
formoneytothemultinationalbiggieslikeVisaorMasterCard.Itnowplanstouseits
justlauncheddebitcardsforonlinetransactions.RuPaymarketshareiscurrentlynotso
significant.However,ourgrowthplanwillmakeitamajorrivalforcetoothertwo
existingplayersinnextthreefiveyears,APHota,ChiefExecutiveOfficertold
Moneycontrol.com.WehavecrossedinitialtwolevelsofgrowthforRuPay.In
September,wewilladdinternetacceptabilitytoourexistingRuPaydebitcard.Wehave
alreadyclosedadealwithaUSbasedITsolutionprovider.LaterinMarch2013,we
willissueRuPayenabledinternationaldebitcards.Finally,wewilllaunchRuPaycredit
cardsinMarch,2015,saidHota.NPCI,promotedby10banksundertheaegisofIndian
BanksAssociation(IBA)hadintroducedRuPayenabledATMcardsinJune,2011.Two
lakhATMcardsarealreadyinthemarket.OnMarch26,2012itlauncheddebitcards,
whichcanbeusedinATMsanddifferentpointofsales(PoS).Sofar,fourbanks
includingUnionBankofIndia,BankofIndia,StateBankofIndiaandAxisBankhave
joinedthenetworkofRuPaydebitcards.Thismeans,acustomerofanyofthosebanks
canusesuchdebitcards.NPCI,accordingtoHota,isintalkswithICICIBankand
HDFCBank,thelenderswithmajorityofPoSterminals.Togetherthesetwoentities
ownmorethanhalfofIndia's6lakhtotalPoSterminals.Atpresent,RuPayisaccepted
in2.10lakhPoSterminalsenabledbyAxisBankandSBI.Suchterminalsarekeptin
differentmerchantoutletswhereinyoucanswipeyourdebitorcreditcard.BothICICI
BankandHDFCBankareintheprocessofrebuildingthesystem.Theyhaveindicated
joiningthenetworkinJuly.So,RuPaycard'sacceptanceinall6lakhterminalsisatime
takingaffair,Hotasaid.So,whatlurebanksto
105.
106.
RuPay?Answer:Itiscosteffective.Bankshavetopaylesstothepayment
gatewayprovider.Forexample,bankshavetopaynearlyRs2 for a customers
107.transaction size of Rs 1,600 in
108.
RuPaynetworkwhilethesameisaroundRs2.80withVisaorMasterCard.
Secondly,thereisnoentryfeeforbankstoenterRuPaynetworkwhilelenderswould
havetopayaroundRs25lakheachincaseofothertwoproviders.Finally,banksneed
notpayaminimumquarterlyfeeintheRuPaynetwork.However,thesamefeewould
beintherangeofRs1030lakhforothertwomajorgateways.Moreover,RuPayhelps
infinancialinclusionasmanycooperativebanksandregionalruralbanks(RRBs)are
includedinitsnetwork.RuPayhasjustissuedthedebitcard.Theywillhavetobuildthe
customerbaseonthis.Wearelookingatalloptionstojoinanypaymentnetwork.Once

theRupayscommercialoperationgetfullyfunctional,wewillbeabletocomparethe
coststructureofdifferentgateways,saidaretailheadofalargeprivatesectorbank,who
doesnotwishtobenamed.saikat.das@network18online.comICICIBankstockprice
OnApril30,2015,ICICIBankclosedatRs331.25,upRs1.10,or0.33percent.The52
weekhighofthesharewasRs393.30andthe52weeklowwasRs247.00.The
company'strailing12month(TTM)EPSwasatRs19.27pershareasperthequarter
endedMarch2015.Thestock'spricetoearnings(P/E)ratiowas17.19.Thelatestbook
valueofthecompanyisRs126.23pershare.Atcurrentvalue,thepricetobook
109.
110.
111.
112.
HowdoIusetheRuPayPremiumDebitCard?
113.
114.
YourHDFCBankRuPayPremiumDebitCardgivesyouaccesstoyourHDFC
BankAccountatthefollowinglocations:
115.
116.
117.
AtMerchantOutletsforShopping?
118.
119.
RuPayPremiumDebitCardscanbeusedatATMs,merchantoutletsandwebsitesin
IndiaonlyEffective1stDecember,2013,asperRBImandateyouneedtocompletethePoint
ofSaletransactionatmerchantlocationusingyourATMPIN.
120.
Effective1stDecember2013,transactionatmerchantoutletwillbedeclinedif
wrong/NOPINentered.

ThisDebitCardisenabledfordomestictransactionsonlyi.e.forshoppingatMerchant
outlet,domesticonlinewebsitesandCashwithdrawalsatdomesticATMs.

PresentyourCardtothemerchantafterselectingyourpurchases.

ThemerchantwillswipetheCardthroughtheelectronicterminalandentertheamountof
purchase.

Onapproval,theterminalwillprintoutatransactionslipwithallthedetailsofthe
purchases.Checktheslipandsignattheappropriateplace.

YouraccountwithHDFCBankwillbedebitedonlinefortheamountofyourpurchase
(Subjecttoavailabilityoffundsinyouraccount).

ThemerchantwillreturnacopyofthetransactionslipandyourCard.Pleaseensurethat
youhavereceivedyourownCardForonlineshoppingwithyourRuPayPremiumDebit
Card.

YoucanshoponlineusingyourHDFCBankRuPayPremiumDebitCardbyusing
RuPayPremiumPaySecureService.ClickHereforsteps.
128.
129.
SimpleCheckoutProcess
130.
Selectthegoodsandservicesfromthemerchantstore/websiteandproceedtothe

paymentpageEnteryourHDFCBankDebitCardNumberandtheonlinestorewill
connectyouwithHDFCBank,tocheckwhetheryourCardissecuredwithRuPay
PremiumPaySecureService.

IncaseyourCardisnotregistered,HDFCBankinitiatesaRuPayPremiumPaySecure

Servicepopupwindowonyourcomputerscreenandregistrationhappensduringthe
transactionitself.Forsubsequenttransactionsafterregistration,HDFCBankinitiatesa
popupwindowonyourcomputerscreenthatincludesyourpersonalmessage.

Lookforandconfirmyourpersonalmessage,thenenteryourpassword.HDFCBankwill

thenconfirmyouridentitytothemerchantatATMs:
133.
AtHDFCBankATMsyoucanavailthefollowingservices:
134.
AccountSelection
CashWithdrawal/BalanceEnquiry
Cheque/CashDeposit
MiniStatementofAccounts
AccountStatement/ChequebookRequest
FundsTransferbetweenyourownAccounts
PINChange
BillPay
142.
143.
At other banks ATMs, you can avail:
144.
CashWithdrawal
BalanceEnquiry
146.
147.
Who'seligiblefortheRuPayPremiumDebitCard?
148.
BothResidentsandNREscanapply.
ResidentIndiansshouldholdoneofthefollowing:
SalaryAccount

SavingsAccount
CurrentAccount
153.
154.
HowdoIapplyforRuPayPremiumDebitCard?
155.
156.
Getdetailsoneligibilitycriteria&documentsrequiredforRuPayPremiumDebit
Card.
157.
158.
DoyoualreadyhaveaHDFCBankAccount?
159.
160.
Allyouneedtodoisdownloadtheapplicationform,printit,andfillinyour
details.ThendropitoffatyourlocalHDFCBankbranch.Wewilltakecareoftherest,
andsendthecardtoyourmailingaddress.
161.

162.
WhatifIdonthaveaHDFCBankAccount?
163.
164.
DownloadtheAccountOpeningform,printit,andenteryourinformation.This
formwillincludetheEasyShopDebitCardapplication theres no needtofilltwo
forms.Takethesubmission to your closest HDFC Bank branch and well complete the
process.
165.

166.
CanIusetheRuPayPremiumDebitCardtopayonline?
167.
168.
CurrentlyyourRuPayPremiumDebitCardcanbeusedtomakepurchasesfrom
DomesticonlinemerchantswhohavetheRuPayPaySecurecertificationdisplayedon
theirwebsite.
169.
170.
WherecantheRuPayPremiumDebitCardbeused?
171.
RuPayPremiumDebitCardcanonlybeuseddomestically,whichis,atATMs,
merchantoutletsandwebsitesinIndiaonly.
172.
173.
Foronlinetransactions,isthereaneedtocreateanewpasswordforRuPay
PremiumDebitCardwithRuPayPaySecure?
174.
175.
No,thereisnoneedofapasswordwithRuPayPaySecureandtheATMPINisall
acustomerneedstohave.Theauthenticationrequiresothercredentialslikeimage
selectionandpassphraseoverandabovetheATMPIN.Pleasereferthesection"How
doIusetheRuPayPremiumDebitDuringthefirstphasethegrowthwasveryslowand
banksalsoexperiencedperiodicfailuresbetween1913and1948.Therewere
approximately1100banks,mostlysmall.Tostreamlinethefunctioningandactivitiesof
commercialbanks,theGovernmentofIndiacame.ReserveBankofIndiawasvested
withextensivepowersforthesupervisionofbankinginIndiaastheCentralBanking
Authority.
176.
177.
AtMerchantOutletsforShopping?
178.
179.
RuPayPremiumDebitCardscanbeusedatATMs,merchantoutletsandwebsitesin
IndiaonlyEffective1stDecember,2013,asperRBImandateyouneedtocompletethePoint
ofSaletransactionatmerchantlocationusingyourATMPIN.
180.
Effective1stDecember2013,transactionatmerchantoutletwillbedeclinedif
wrong/NOPINentered.

ThisDebitCardisenabledfordomestictransactionsonlyi.e.forshoppingatMerchant
outlet,domesticonlinewebsitesandCashwithdrawalsatdomesticATMs.

PresentyourCardtothemerchantafterselectingyourpurchases.

ThemerchantwillswipetheCardthroughtheelectronicterminalandentertheamountof
purchase.

Onapproval,theterminalwillprintoutatransactionslipwithallthedetailsofthe
purchases.Checktheslipandsignattheappropriateplace.

YouraccountwithHDFCBankwillbedebitedonlinefortheamountofyourpurchase
(Subjecttoavailabilityoffundsinyouraccount).

ThemerchantwillreturnacopyofthetransactionslipandyourCard.Pleaseensurethat
youhavereceivedyourownCardForonlineshoppingwithyourRuPayPremiumDebit
Card.


YoucanshoponlineusingyourHDFCBankRuPayPremiumDebitCardbyusing

RuPayPremiumPaySecureService.ClickHereforsteps.
188.
189.
SimpleCheckoutProcess
190.
Selectthegoodsandservicesfromthemerchantstore/websiteandproceedtothe
paymentpageEnteryourHDFCBankDebitCardNumberandtheonlinestorewill
connectyouwithHDFCBank,tocheckwhetheryourCardissecuredwithRuPay
PremiumPaySecureService.

IncaseyourCardisnotregistered,HDFCBankinitiatesaRuPayPremiumPaySecure

Servicepopupwindowonyourcomputerscreenandregistrationhappensduringthe
transactionitself.Forsubsequenttransactionsafterregistration,HDFCBankinitiatesa
popupwindowonyourcomputerscreenthatincludesyourpersonalmessage.

Lookforandconfirmyourpersonalmessage,thenenteryourpassword.HDFCBankwill

thenconfirmyouridentitytothemerchantatATMs:

194.
AtHDFCBankATMsyoucanavailthefollowingservices:
195.
AccountSelection
CashWithdrawal/BalanceEnquiry
Cheque/CashDeposit
MiniStatementofAccounts
AccountStatement/ChequebookRequest
FundsTransferbetweenyourownAccounts
PINChange
BillPay
203.
204.
At other banks ATMs, you can avail:
205.
CashWithdrawal
BalanceEnquiry
207.
208.
Who'seligiblefortheRuPayPremiumDebitCard?
209.
BothResidentsandNREscanapply.
ResidentIndiansshouldholdoneofthefollowing:
SalaryAccount

SavingsAccount
CurrentAccount
214.
215.
HowdoIapplyforRuPayPremiumDebitCard?
216.
217.
Getdetailsoneligibilitycriteria&documentsrequiredforRuPayPremiumDebit

Card.
218.

219.
DoyoualreadyhaveaHDFCBankAccount?
220.
221.
Allyouneedtodoisdownloadtheapplicationform,printit,andfillinyour
details.ThendropitoffatyourlocalHDFCBankbranch.Wewilltakecareoftherest,
andsendthecardtoyourmailingaddress.
222.
223.
224.
225.
226.
WhatifIdonthaveaHDFCBankAccount?
227.
228.
DownloadtheAccountOpeningform,printit,andenteryourinformation.This
formwillincludetheEasyShopDebitCardapplication theres no needtofilltwo
forms.Takethesubmission to your closest HDFC Bank branch and well complete the
process.
229.
230.
CanIusetheRuPayPremiumDebitCardtopayonline?
231.
232.
CurrentlyyourRuPayPremiumDebitCardcanbeusedtomakepurchasesfrom
DomesticonlinemerchantswhohavetheRuPayPaySecurecertificationdisplayedon
theirwebsite.
233.
234.
WherecantheRuPayPremiumDebitCardbeused?
235.
RuPayPremiumDebitCardcanonlybeuseddomestically,whichis,atATMs,merchant
outletsandwebsitesinIndiaonly.
236.
Foronlinetransactions,isthereaneedtocreateanewpasswordforRuPay
PremiumDebitCardwithRuPayPaySecure?
237.
No,thereisnoneedofapasswordwithRuPayPaySecureandtheATMPINisalla
customerneedstohave.Theauthenticationrequiresothercredentialslikeimageselection
andpassphraseoverandabovetheATMPIN.Pleasereferthesection"HowdoIusethe
RuPayPremiumDebitDuringthefirstphasethegrowthwasveryslowandbanksalso
experiencedperiodicfailuresbetween1913and1948.Therewereapproximately1100
banks,mostlysmall.Tostreamlinethefunctioningandactivitiesofcommercialbanks,
theGovernmentofIndiacame.ReserveBankofIndiawasvestedwithextensivepowers
forthesupervisionofbankinginIndiaastheCentralBanking
238.
239.

240.
241.
242.
243.

PROFILE
OverviewofSBI

244.
245.
EVOLUTIONOFSBI
246.
247.
TheoriginoftheStateBankofIndiagoesbacktothefirstdecadeofthe
nineteenthcenturywiththeestablishmentoftheBankofCalcuttainCalcuttaon2June
1806.ThreeyearslaterthebankreceiveditscharterandwasredesignedastheBankof
Bengal(2January1809).Auniqueinstitution,itwasthefirstjointstockbankofBritish
IndiaSponsoredbytheGovernmentofBengal.TheBankofBombay(15April1840)
andtheBankofMadras(1July1843)followedtheBankofBengal.Thesethreebanks
remainedattheapexofmodernbankinginIndiatilltheiramalgamationastheImperial
BankofIndiaon27January1921.
248.
249.
PrimarilyAngloIndiancreations,thethreepresidencybankscameintoexistence
eitherasaresultofthecompulsionsofimperialfinanceorbythefeltneedsoflocal
Europeancommerceandwerenotimposedfromoutsideinanarbitrarymannerto
modernisIndia'seconomy.Theirevolutionwas,however,shapedbyideasculledfrom
similardevelopmentsinEuropeandEngland,andwasinfluencedbychangesoccurring
inthestructureofboththelocaltradingenvironmentandthoseintherelationsofthe
IndianeconomytotheeconomyofEuropeandtheglobaleconomicframework.
250.
251.
Establishment
252.
253.
TheestablishmentoftheBankofBengalmarkedtheadventoflimitedliability,
jointstockbankinginIndia.Sowastheassociatedinnovationinbanking,viz.the
decisiontoallowtheBankofBengaltoissuenotes,whichwouldbeacceptedfor
paymentofpublicrevenueswithinarestrictedgeographicalarea.Thisrightofnoteissue
wasveryvaluablenotonlyfortheBankofBengalbutalsoitstwosiblings,theBanksof
BombayandMadras.Itmeantanaccretiontothe
254.
255.

256.
257.
capitalofthebanks,acapitalonwhichtheproprietorsdidnothavetopayany
interest.Theconceptofdepositbankingwasalsoaninnovationbecausethepracticeof
acceptingmoneyforsafekeeping(andinsomecaseseveninvestmentonbehalfofthe
clients)bytheindigenousbankershadnotspreadasageneralhabitinmostpartsof
India.But,foralongtime,andespeciallyuptothetimethatthethreepresidencybanks
hadarightofnoteissue,banknotesandgovernmentbalancesmadeupthebulkofthe
investibleresourcesofthebanks.
258.
259.
Thethreebanksweregovernedbyroyalcharters,whichwererevisedfromtime
totimeEachcharterprovidedforasharecapital,fourfifthofwhichwereprivately
subscribedandtherestownedbytheprovincialgovernment.Themembersoftheboard
ofdirectorswhichmanagedtheaffairsofeachbank,weremostlyproprietarydirectors
representingthelargeEuropeanmanagingagencyhousesinIndia.Therestwere
governmentnominees,invariablycivilservants,oneofwhomwaselectedasthe
presidentoftheboard.
260.
261.
262.

PRODUCTSANDSERVICESPROVIDEDBYSBI

SavingsAccounts

CurrentAccounts
FixedDeposits
265.
Loans
266.

PersonalLoans

HomeLoans

TwoWheelerLoans

NewCarLoans

CarLoans

OverdraftAgainstCar

ExpressLoans

GoldLoan

EducationalLoan

loanAgainstSecurities

LoanAgainstProperty
LoanAgainstRentalReceivables
278.
279.
Cards
280.
a)281.
CreditCards
b) DebitCards
282.
283.
AccessYourBank
284.
i) NetBanking
285.

ii) MobileBanking
286.

iii)
287.
iv)

288.

ATM
PhoneBanking

289.
290.
SWOT
analysis
291.
292.
STRENGT
H
293.

BrandName:SBIBankhasearnedareputationinthemarketovertheperiodof
time(BeingtheoldestbankinIndiatracinghistorybackto1806)

Marketleader:SBIisrankedat380in2008FortuneGlobal500list,andranked
219in2008ForbesGlobal2000.Withanassetbaseof$126billionanditsreach,itisa
regionalbankingbehemoth.

WideDistributionNetwork:Excellentpenetrationinthecountrywithmorethan
10000corebranchesandmorethan5100branchesofassociatebanks.

DiversifiedPortfolio:SBIBankhasalltheproductsunderitsbelt,whichhelpto
extendtherelationshipwithexistingcustomer.SBIBankhasumbrellaofproductsto
offertheircustomers,ifoncecustomerhasrelationshipwiththebankSomeProducts,
whichSBIBankisofferingare:RetailBankingBusinessbankingMerchant
EstablishmentServices(EDCMachine)Personalloans&Carloansinsurancehousing
loans.GovernmentOwned:Governmentowns60%stakeinSBI.ThisgivesSBIanedge
overprivatebanksintermsofcustomersecurity.

LowTransitionCostsSBIoffersverylowtransitioncostswhichattractssmall
customers.
298.
299.
WEAKNESSES:
300.
Theexistinghierarchicalmanagementstructureofthebank,althoughstrengthINsome
respects,isabarriertochange.

ThoughSBIcardsarethe2ndlargestplayerinthecreditcardindustry,ithasthehighest
nonperformingassets(NPAs)intheindustry,whichstandouttobeat16.28%(DEC
2007).

303.
OPPORTUNITIES
304.
MergerofassociatebankswithSBI:Mergerofalltheassociatebanks(likeSBH,

SBM,etc)intoSBIwillcreateamegabankwhichstreamlinesoperationsandunlocks
305.

306.

value.

307.
Planningtoadd2000branchesand3000ATMsin20082009.Thiswillfurther
increasingitsreach.

Increasingtradeandbusinessrelationsandalargenumberofexpatriatepopulations
offersagreatopportunitytoexpandonforeignsoil.
309.
310.
THREATS
311.
AdventofMNCbanks:LargenumbersofMNCbanksaremushroomingintheIndian
marketduetothefriendlypoliciesadoptedbythegovernment.Thiscanincreasethe
levelofcompetitionandproveapotentialthreatforthemarketshareofSBIbank.

Consumerexpectationshaveincreasedmanyfoldsinlastfewyearsandthebankhasnot
beenresponsiveenoughtomeetthemontime.

Privatebankshavestartedventuringintotheruralandsemiurbansector,whichusedto
bethebastionoftheStateBankandotherPSUbanks.

EmployeeStrike: There was an employee strike in the year 2006 which disrupted SBIs
activities.Thiscanberepeatedinthefuture.
315.
316.
OverviewofHDFCBANK
317.
318.
HDFCBankbeganoperationsin1995withasimplemission:tobea"World
classIndianbank".Theyrealizedthatonlyasinglemindedfocusonproductqualityand
serviceexcellencewouldhelpthemtogetthere.
319.
320.
HDFCBank,oneamongstthefirstsofthenewgeneration,techsavvy
commercialbankofindiawassetupinaugust1995aftertheReserveBankofIndia
allowedsettingupofBanksintheprivatesector.TheBankwaspromotedbythe
HousingDevelopmentFinanceCorporationLimited,apremierhousingfinance
company(setupin1977)ofIndia.NetProfitfortheyearendedMarch31,2006wasup
30.8%toRs870.8crores.
321.
322.
Branchnetwork
323.
324.
Currently(2007),HDFCBankhas583brancheslocatedin263citiesofIndia,
andallbranchesofthebankarelinkedonanonlinerealtimebasis.Thebankoffers
manyinnovativeproducts&servicestoindividuals,corporate,trusts,governments,
partnerships,financialinstitutions,mutualfunds,insurancecompanies.Thebankalso
hasover1471ATMs.InthenextfewmonthsthenumberofbranchesandATMsshould
goupsubstantially.

325.

326.
Profile
327.
328.
329.
TheHousingDevelopmentFinanceCorporationLimited(HDFC)wasamongst
thefirsttoreceivean'inprinciple'approvalfromtheReserveBankofIndia(RBI)toset
upabankintheprivatesector,aspartoftheRBI'sliberalizationoftheIndianBanking
Industryin1994.ThebankwasincorporatedinAugust1994inthenameof'HDFC
Banklimited',withitsregisteredofficeinMumbai,India.HDFCBankcommenced
operationsasaScheduledCommercialBankinJanuary1995.
330.
331.
HDFCBANKANDCENTURIONBANKOFPUNJABMERGER
332.
333.
MergerofCenturionBankofPunjabwithHDFCBankatshareswapratioof1:29.
TheSchemeofAmalgamationenvisagesashareexchangeratioofoneshareofHDFC
BankfortwentyninesharesofCenturionBankofPunjab.
334.
335.
Commentingontheproposedmerger,Mr.DeepakParekh,Chairman, HDFC said,
We wereamongstthefirsttogetabankinglicense,thefirsttodoamergerinthe
privateSectorwithTimesBankin1999,andnowifthisdealhappens,itwouldbethe
largestmergerintheprivatesectorbankingspaceinIndia.HDFCBankwaslookingfor
336.anappropriatemergeropportunity
337.
thatwouldaddscale,geographyandexperiencedstafftoitsfranchise.This
opportunityaroseand we thought it is an attractive route to supplement HDFC Banks
338.organic growth. We believe
339.
thatCenturionBankofPunjabwouldbetherightfitintermsofculture,strategic
intentandapproachtobusiness.
340.
341.

PRODUCTSANDSERVICESPROVIDEDBYHDFCBANK

342.
343.
SavingsAccounts
344.

RegularSavingsAccount

SavingsPlusAccount

SavingsMaxAccount

NoFrillsAccount

RetailTrustAccount

SalaryAccounts

Payroll

Classic

Regular

Premium

DefenceSalaryAccount

Kid'sAdvantageAccount


PensionSavingBankAccount
FamilySavingsGroup

358.
359.
CurrentAccounts
360.

PlusCurrentAccount

TradeCurrentAccount

PremiumCurrentAccount

RegularCurrentAccount

ReimbursementCurrentAccount
RFCDomesticAccount
366.
367.
FixedDeposits
368.

RegularFixedDeposit

SuperSaverAccount
SweepinAccount
371.
372.
Loans
373.

PersonalLoans

HomeLoans

TwoWheelerLoans

NewCarLoans

CarLoans

OverdraftAgainstCar

ExpressLoans

GoldLoan

EducationalLoan

loanAgainstSecurities

LoanAgainstProperty
LoanAgainstRentalReceivables
385.
386.
Cards
387.
c)388.
CreditCards
i)
SilverCreditCard
389.
ii)
GoldCreditCard
390.
iii)
PlatinumPlusCreditCard
391.
d)392.
DebitCards
i)
EasyShopInternationalDebitCard
393.
ii)
EasyShopGoldDebitCard
394.
iii)
EasyShopInternationalBusinessDebit
Card

e)395.
AccessYourBank
i)
NetBanking
396.
ii)
MobileBanking
397.
iii)
ATM
398.
iv)
PhoneBanking
399.
400.
SWOTanalysis
401.
402.
403.
STRENGTH
404.

Rightstrategyfortherightproducts

superiorcustomerservicevscompetitors

greatbrandimage

highdegreeofcustomersatisfaction

goodplacetowork

lowerresponsetimewithefficient&effectiveservice
dedicatedworkforcemakingalongtermcareerinthefield
411.
412.
WEAKNESSES
413.
Customerservicestaffneedtraining
414.
415.
OPPORTUNITIES
416.

Profitsmarginswillbegood

Couldextenttooverseasbroadly
Couldseekbettercustomerdeals
419.
420.
THREATS
421.

legislationcouldimpact

greatriskinvolved

veryhighcompetitionprevailingintheindustry
lackofinfrastructureinruralareascouldconstraininvestment
425.
426.
CUSTOMERSATISFACTION
427.
428.
Customersatisfactionreferstohowsatisfiedcustomersarewiththeproductsor
servicestheyreceivefromaparticularagency.Thecomparelevelofcustomer
429.satisfactiontowardHDFCand
430.
SBIbanksisdeterminednotonlybythequalityandtypeofcustomerexperience
butalsobythecustomers expectations.
431.

432.

4.OBJECTIVEOFSTUDY

433.
ToknowpreferenceofcustomersregardingRupaycardsofHDFC&SBIbanks.
434.
ToanalyzewhichfacilityinfluencesthecustomermostwhileselectingRupaycards
Services.

TocomparetheRupaycardsservicesprovidedbyHDFC&SBIbanks.

TomakeawareabouttheRupaycardsservicesprovidedbyHDFC&SBIbanks.

441.

5. RESEACH MEHOLOGY

442.
443.
Itdescribesthedatacollectionmethod,thesamplingplan,thetoolsof
investigation,planningandtestingofquestionnaireandthelimitationsofthestudy.The
studyrequiresthedatatobecollectedfromtwodifferentsourcesi.e.theprimarysource
andtheSecondarysource.Theprimarydataiscollectedwiththehelpofstructured
questionerswhichisbeingmodified&reliableandthesecondarydatathroughthe
variousjournalsnewspapersandwebsites.
444.
445.
(A).RESEARCHPROBLEM
446.
447.
Thedatacollectedfromthecustomerarequalitativeinnaturei.e.,views,perception,
satisfaction,opinionetc.,maychangefromtimetotime.
448.
Thedatacollectedareprimaryinnature.Hencethereischanceforabiasedof
misleadingrespondentfromthecustomer.
449.
450.
Onfewoccasionscustomerwerereluctanttogiveinformation,becausetheywerebusy
451.
452.

453.
(B).TYPESOFRESEARCH
454.
DescriptiveStudy
455.
456.
457.
458.
459.
460.
461.
(C).REAEARCHANDSAMPLEDESIGN
462.

ResearchDesign

Presentstudyenquiredandbroughtforwardtheresultsconcerningtheset
objectivesspecifiedbeforewhichrelatestodescriptionofthestateofaffairsasaresultit
clearlystatesthatitwasaDESCRIPTIVESTUDY,whichincludedfactfindingenquiries
ofdifferentkinds.

465.

466.

SAMPLINGDESIGN

467.

Universe:Theuniversewasfiniteinthisstudy,sincethepopulationof
RudrapurCityiscertainandcanbecounted.

SamplingUnit:Thesamplingunitisanindividual(nonstaffmember)whois
havingaccountinSBIandHDFCBanks.

SampleSize:Thesamplesizeforthestudywas70individuals,nonstaff
membersofSBIandHDFCBanks,RudrapurOutofwhich35belongstoSBIand35
belongstoHDFC
473.

Samplingprocedure:..Duetothetimeandresourceconstraintsthe
conveniencesamplingtechniquewasused.Theindividualswereselectedaccordingto
conveniencetofillthequestionnaires.
475.
476.

(D).DATACOLLECTIONTECHNIQUES

477.
PrimaryData:Primarydatawascollectedbymeansofquestionnaires

Secondary..dataSecondarydatacollectedbyreferringtovariousbooks,newspapers,
magazines,journalsandinternet(detailsinbibliography)
479.
480.

(E).STATISTICALTOOLSANDTECNINQUE

481.

Piecharts

Bardiagram
Comparativeanalysis
484.
485.
(F).SAMPLINGTECHNIQUES
486.

Randomsampling

487. DATAANALYSIS
488.489.
490. 1.SAMPLESIZE
491.
492.

493.
35

SBI

494.

496.
498.

495.

497.
35

HDFC

499.

500.
501.
502.
504.
505.
506.
507.
508.
509.
510.
511.
512.

503.

SAMPLE SIZE

513.
SB
I HDFC 50% 50%

514.
515.
516.
517.
518.
519.
520.
521.
522.
523.
524.
525.
526.
527.
528.
529.
530.
531.
532. Interpretation:
533.
534. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFCBank.thistotalsamplesizeis70butequallydivided35respondentsHDFCANDSBI
Bank.35SBIrespondentsand35HDFCBankrespondents.

535. 2.COMPARATIVESTUDYOFAGEGROUPWITHGENDEROFCUSTOMER
LINKINGWITHSBIANDHDFCBANK
536.
537. (a).AGE
540.
GROUP
538.
539.
541. 542.
543.
549.
545. 546.
547.
548.
550. 551.
552.
557.
554. AGE
555. 556. SBI
558.
559. HDFC
564.
561. LESSTHAN25
566. 4
562. 563. 5
565.
567.
573.
569.
575. 1
2535
2
570.
571. 572. 8
574.
576.
582.
578.
3545
584. 7
579.
580. 581. 6
583.
585.
591.
587.
4555
593. 9
588.
589. 590. 12
592.
594.
599.
596. 55&ABOVE
601. 3
597. 598. 4
600.
602.
608.
604.
605.
606.
607.
609. 610.
611.
14

544.

553.

560.

568.

577.

586.

595.

603.

612.

618.
614.

615.

616.

617.

619.

620.

621.

627. 628.

629.

630.

636. 637.

638.

639.

645. 646.

647.

648.

654. 655.

656.

SBI

663. 664.

665.

HDF

626.

622.
12

623.

624.

625.

632.

633.

634.

635.

631.
10

644.

640.
8

641.

642.

643.
653.

649.

650.

651.

652.
662.

658.
6

659.

660.

661.

667.

672.
668.

669.

670.

671.

673.

657.

666.

675.

680.

676.
4

677.

678.

679.

681. 682.

683.

684.

690. 691.

692.

693.

689.

685.
2

686.

687.

688.
698.

694.

695.
696.
697.
699. 700.
701.
704.
less
705.
706.
3 707.
4
710. than 25
708. 55& above
25-35
5-45
5-55
717.
718.
719. Interpretation:
720.
721. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFCBank.customerageoflessthan25agecustomeris5issbiandhdfcis4,underto25
35agedcustomersbiis8andhdfcishigh12,underto3545agedcustomersbiis6andhdfc
0

702.

709.

716.

is7,underto4555agedcustomersbiishigh12andhdfcis9and55toabovecustomersbiis
4andhdfcis3.
722.
723.
724.
725.
726.
727.
728.
729.
730. (b).GENDER
731.
732.
733.

734.

736. GENDER
739. MALE
742. FEMALE
745.
746.
747. 30
748.
749.
750. 25
751.
752.
753. 20
754.
755.

SBI
28
7

738.
741.
744.

HDFC
27
8

757.

756.
15

737.
740.
743.

735.

SB
I

758.
760.
761. 10
762.
763.
764.
765.
766.
767.
768.

759.

HDFC

5
0

769.
MALE
FEMALE
770.
771.
772. Interpretation:
773.
774. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFCBank.genderofcustomermalesbiishigh28andhdfcis27andfemalesbiis7andhdfcis
8insbibankandHDFCBank.
775.
776.
777.
778.
779.
780.
781.
782.

783.
784.
785.
786.
787.
788.
789.
790.
791.
792.
793.
794.
795.

796. 3.OCCUPATIONOFTHECUSTOMERSOFSBIANDHDFCBANK
797.
798. OCCUPTIO
N
800. SBI
802. HDFC
799.
801.
808. 1
804. SERVICE
806. 15
2
805.
807.
809.
811. BUSSINES
815. 1
MAN
813. 6
3
812.
814.
816.
818. PROFESSI
ONAL
820. 3
822. 5
819.
821.
823.
825. STUDENT
827. 8
829. 3
826.
828.
830.
832. HOUSEWI
FE
834. 3
836. 2
833.
835.
837.
840.
839.
841.
842.
843. 844.
845.
16

803.

810.

817.

824.

831.

838.

846.

851.
848.

849.

850.

857.

858.

865.

852.

853.

854.

859. 860.

861.

862.

866.

867. 868.

869.

870.

873.

874.

875. 876.

877.

878.

881.

882.

883. 884.

889.

890.

891. 892.

885.
893.

897.

898.

905.

906.

913.

914.

856.

855.
14

864.

863.
12

872.

871.
10

880.

879.
8

888.
887.
6

SBI

886.

HDF

894.

901.

902.

907. 908.

909.

910.

915. 916.

917.

918.

923. 924.

925.

926.

899.
896.

900.

904.

903.
4

912.

911.
2

920.

919.
0

921.
922.
928. SERVI 929. BUSINESMAN PROFESSIONAL

932. CE
930. HOUSEWIFE
STUDENT
937.
938.
939.
940.
941. Interpretation:
942.
943. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFCBank.occupationofsbibankandHDFCBankcustomerisfollowing:servicepersons
SBIis15
944.
945. andhdfcis12,businessmanpersonsSBIis6andhdfcis13,professionalpersonsSBIis
3andhdfcis5,studentpersonsSBIis 8 and hdfc is 3 and housewifes SBI is 3 and hdfc is 2.
946.
947.
948.

931.

936.

949.
950.
951.
952.
953.
954.
955.
956.
957.
958.

959. 4. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF SBI AND

HDFCBANK
960.
961. INCOME
963. SBI
964. HDFC
962.
965. NIL
967. 0
968. 2
966.
969. LESSTHAN50000
970. 8
971. 4
972. 50000150000
974. 7
975. 9
973.
976. 150000300000
978. 10
979. 8
977.
980. 300000500000
982. 6
983. 9
981.
984. 500000ABOVE
986. 4
987. 3
985.
988.
989.
990. 12
991.
992. 10
993.
994.
8
995.
996.
6
997.
999.
998.
SB
4 1000.
I
1001. HDFC
1002.
2
1003.
1004.
0
1005.
1006.
1007.
1008.
1009.
1010.
1011.
1012.
1013.
1014.
1015.
1016. Interpretation:
1017.
1018. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBank.
incomeofsbibankcustomerisfollowing:nilincomepersonsSBIis0andhdfcis2,lessthan
50000incomepersonsSBIis8andhdfcis4.under50000to150000incomepersonsSBIis7
andhdfcis9,under150000to300000incomepersonsSBIis10andhdfcis8,under300000to
500000incomepersonsSBIis6andhdfcis9,and500000toaboveincomepersonsSBIis3
andhdfcis4

1019. 5.MOSTIMPORTANTREASONFORCHOOSINGSBIANDHDFCBANKFOR
RUPAYCARD.
1020.
1022. S 1023. H
1021. FACTORS
BI
DFC
1024. Ihaveatraditionalbankaccountwiththesamebank
1025. 12 1026. 3
1027. Thebrandnameofthebank
1028. 4 1029. 6
1030. Theexcellentserviceofferedbythisbank
1031. 5 1032. 12
1033. Locationadvantage
1034. 4 1035. 7
1036.
1062.
1092.
1063.
1093.
1037.
1064.
1094.
1038.
14
1065.
1095.
1039.
1066.
1096.
1040.
1067.
1097.
1068.
1098.
1041.
12
1069.
1099.
1042.
1070.
1100.
1043.
1071.
1101.
1044.
10
1072.
1102.
1045.
1073.
1103.
1046.
1074.
1104.
1075.
1105.
1047. 8
1076.
1048.
1106.
1077.
1049.
1078.
1107.
1079.
1050. 6
SBI
1080.
1051.
1108.
1081.
1052.
1109.
1082.
1053. 4
1083.
1054.
1084.
H
1085.
1055.
D
1086.
F
1056. 2
1087.
C
1057.
1088.
1058.
1089.
1059.
0
1090. The excellent Location
1060.
advantage service offered by
1061.
I have a traditional
The brand name of bank
1091.
this bank
account with the bank the
same bank

1110.
1111.
1112.
Interpretation:
1113.
1114.
FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBI
Bankandhdfcbank.showthatmostimportantreasonforchoosingsbibankandhfdcbank.
Mostpersonselecttosbibankandhdfcbankismanyreason.somanypersonthingto
choosesbiandhdfcbankthatfollowing:numberofSBIis12andhdfcis3personsselect
thatIhavetraditionalbankaccountwiththesamebank,numberofSBIis4andhdfcis6
personsselectthatthebrandnameofthebank,numberSBIis5andhdfcis12persons
selectthattheexcellentserviceofferedbythisbank,andnumberSBIis4andhdfcis7
personsselectthatlocationadvantage.
1115.

1116.
1117.
1118.

1119. 6. ACCOUNT FACILITY AVAILING IN THE SBI AND HDFC BANK FOR
RUPAYCARD.
1120.
1122. 1123.
1121. FACILITY
SBI
1126. HDFC
1124.
1125.
1128. Savings
1129. 1130.
account
18
1133. 21
1131.
1132.
1134.
1137. 1138.
1136. Current
account
5
1141. 7
1139.
1140.
1142.
1145. 1146.
1144. Fixeddeposit
12
1149. 6
1147.
1148.
1150.
1153. 1154.
1152. NRIaccount
0
1157. 1
1155.
1156.
1158.
1162.
1166.
1160.
1161.
1163. 1164.
1165.
1167.
25

1178.
20

1187.
15

1172.
1170.

1171.

1175.

1183.

1189.
1190. 1191.
1207.

1214.

1216.

1223.

1192.
1201.
1211.

1208. 1209.

1177.

1185.

1186.

1194.

1195.

1210.

1203.
1212.

SBI

1204.

HDF

1219.

1221.

1213.

1222.

1229.

1224.
1226. 1227.
1228.
1230.
1233. Saving's 1234. current
1235.
fix
1238.account
1236.
NRI account
account
ed account
1244.
1245.
1246.
1247.
1248. Interpretation:
1249.
1250. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFCBank.accountfacilityshowthatmanyaccountadvantageinsbibankandhdfcbank.
savingaccountholderpersonsSBIis18andhdfcis21,currentaccountholderpersonsSBIis5
andhdfcis7,fixedaccountholderpersonsSBIis12andhdfcis6andNRIaccountholder
personsSBIisnil(zero)andhdfcis1.
1251.
1252.
1253.
1254.
0

1168.

1176.

1220.
1217. 1218.

1225.

1159.

1202.
1199. 1200.

1215.

1151.

1193.

1198.
1196. 1197.
1205.
1206.
10

1143.

1184.
1181. 1182.

1188.

1135.

1174.
1173.

1180.
1179.

1127.

1231.

1237.

1243.

1255.
1256.
1257.
1258.
1259.
1260.
1261.
1262.

1263. 7. HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE

QUALITY (RUPAY CARD SERVICES) ON SCALE OF 15 PROVIDED BY BANK
WHERE.
1264.
1265. 1EXCELLENT,2GOOD,3ABOVEAVERAGE,4AVERAGE,5BELOW
AVERAGE
1266.
1270. EXCE 1271.
1274. ABOV 1276. AVER 1277. BELO
1267.

1268.

LLENT
1269.

GOOD

E
1272. 1273.

1288.
1284.
1285.
1286.1287.
AGE

AVER

AGE
1275.

1293.
1289.
1290.
1291.1292.
AGE

1278.

AVER

1279. 1280.

1281.1282. 1283.

1295. 1296.
1314. 1315.

1298. 1299. H1300. 1302. 1303.

1311. 1312. H
SBI DFC
SBI 1301.
HDFC SBI 1304.
SBI 1309.
HDFC SBI DFC
1297.
1305. 1307.
1316. 1317. 1318.
1319.
1320.
1321.1322. 1323.
1324.
1325. 1326.
1327. 1328.
1329.
1330. 1331. 1332. 1333.

1335. ACCESS
1354. COMMUNICA
TION
1373. CONFIDENTI
ALITY
1392. COURTEY
1411. RELIABILITY
1430. SECURTY
1449. RESPONIVEN
ESS
1468. WAITING
TIME
1487.

1294.

1306.
H 1308. 1310.

1313.

1334.

1337. 1338.
13 4
1336.
1356.
7
1357.
1355.
1375.
15 1376.
1374.
1394. 1395.
12 1
1393.
1413. 1414.
14 5
1412.
1432. 1433.
17 7
1431.
1451. 1452.
9
4
1450.
1470.
5
1471.
1469.

2 1339. 1341.
9
6
1340.
1358. 1360.
6 11 1359.
12
1377. 1379.
7 10 1378.
22
1 1396. 1398.
9
10
1397.
1 1415. 1417.
9
8
1416.
1 1434. 1436.
12 1435.
7
1 1453. 1455.
7
8
1454.
1472. 1474.
36
2
1473.

1343.
1346.
1348. 1350.
6 1344.
5
2
1342.
1345.3 1347.
1349.
1362.
1365.
1367. 1369.
13 1363.
3
2
1361.
1364.14 1366.
1368.
1381.
1384.
1386. 1388.
6 1382.
3
2
1380.
1383.4 1385.
1387.
1400.
1403.
1405. 1407.
7 1401.
5
2
1399.
1402.12 1404.
1406.
1419.
1422.
1424. 1426.
4 1420.
5
4
1418.
1421.6 1423.
1425.
1438.
1441.
1443. 1445.
4 1439.
1
4
1437.
1440.6 1442.
1444.
1457.
1460.
1462. 1464.
12 1458.
5
4
1456.
1459.6 1461.
1463.
1476.
1479.
1481. 1483.
4 1477.
9
17
1475.
1478.8 1480.
1482.

1351.
2
1352.
1370.
1
1371.
1389.
1
1390.
1408.
2
1409.
1427.
3
1428.
1446.
1
1447.
1465.
2
1466.
1484.
11 1485.

0
1353.

1
1372.

0
1391.

5
1410.

2
1429.

1
1448.

3
1467.

5
1486.

1488.

1489.1490.1491.

1509.

1510.

25

1530.

1531.1532.1533.

1534.
1535.
1536.1537.11539.
538.
1540.1541.
1542.1543.
1544.
1545.1546. 1547. 1548.
1567.

1550.

1551.

1552.1553.1554.

1555.
1556.
1557.1558.11560.
559.
1561.1562.
1563.1564.
1565.
1566.S

1571.

1572.

30

1529.

20

1591.
15

1629.
10

1668.
5

1511.

1573.

1492.
1493.
1494.1495.11497.
496.
1498.1499.
1500.1501.
1502.
1503.1504. 1505. 1506.
1507.

1513.
1514.

1516.
1515.

1593.1594. 1595.

1611.

1612.

1630.

1631. 1632. 1633.

1613.
1614.

1517.
1518.
1519.

1520.
1521.

1522.
1523.
1524.

1650. 1651.

1578.
1576.

1577.

1579.
1580.
1581.

1582.
1583.

1584.
1585.
1586.

1657.
1658.
1659. 1660.
1661. 1662.
1663.
1664.

1672.

1673.
1676.
1674.1675.

1677.
1678.
1679.

1670.

1689.

1690.1691. 1692.

1708.

1709.

1728.

1756.SBI

1680.
1681.

1682.
1683.
1684.

COURT
EY

1730.

1731.
1734. 1735.
1738.
1740.
1732.1733.
1736.
1737.
1739.
1741.
1742.

1747. SBI HDFC SBI HDFC

1568.
1569.

1665.

1711.

1729.

1528.

1588.
1589.

1693.
1694.
1695.1696.1697.
1698.
1699.1700.
1701.1702.
1703.
1704. 1705.
1712.
1715.
1716.
1719.
1721.
BILITY
1713. 1714.
1717.
1718.
1720.
1722.
1723.

1710.

1727.

1587.

1634.
1635.
1636.1637. 1638.
1639.
1640. 1641.
1642. 1643.
1644.
1645. DENTIALITY
1653.
1654.1655.

1669.

1527.

1608.
COMM
1596.
1597.
1598.1599.11601.
600.
1602.1603.
1604.1605.
1606.
1607.UNICATION
1615.
1618.
1619.
1622.
1624.
1627.
CONFI
1616. 1617.
1620.
1621.
1623.
1625.
1626.

1652.

1671.

1526.

ACCES

1656.
1649.

1525.

1549.

1575.
1574.

1592.

1707.

1726.

1512.

1748. H 1749. SB
DFC

I HDFC

1743.
SECUR

1750. 1751.1752. 1753.

TY
SBI HDF 1762. 1763.

1590.

1609.

1628.

1647.

1666.

1667.

1686.

1687.

RELIA

1706.

1725.

1744.

1745.

1754.

1755.

RESP

1764.

ONIVENESS
1765.

1768.
1766.

1784. 1785.

1767.

1786.1787. 1788.

1798.

1801.
1799.

1770.
1769.

1800.

VERAGE

1773.
1771.

1772.

1774.
1775.
1776.

1777.
1778.

1789.1790.11792.
791.
1793.1794.
1804.
1803.

1805.
1806.
1807.

1779.
1780.
1781.

AVERAGE

1783.

1796.
WAITI
1795.NG TIME
1810.
1809.

1797.

1811.
1812.

1813.

1815. EXCELLE 1816.

1817. A
1819. AV
1820.
1814.NT
1818.
GOOD
BOVE
ERAGE
BELOW 1821.1822. 1823. 1824.
1826.
1827.
1828.
1829.
1830. Interpretation:
1831.
1832. Thisstudyfundedthatfrequencyintheexcellenthdfchigherthansbi.Astudyfunded
thatfrequencyinthegoodhdfchigherthansbi,astudyfundedthatfrequencyintheaverage
abovehdfcsomeequalthansbi,astudyfundedthatfrequencyintheaveragehdfchigherthan
sbiandastudyfundedthatfrequencyintheexcellentsbihigherthanhdfcbank.
1833.
1834.
1825.

1835. 8.WHICHFACILTYSATISFIESYOUMOSTINCLUDEDWITHRUPAYCARD
SERVICES.
1836.
1839. HD
1837. FACILITY
1838. SBI FC
1840. ATM
1841. 13 1842. 10
1843. LOAN
1844. 7
1845. 4
1846. EARLYCHEQUECLEARANCE
1847. 2
1848. 8
1849. PERPARATIONOFDRAFTS
1850. 3
1851. 2
1852. INTERESTPACKAGE
1853. 3
1854. 3
1855. NETBANKING
1856. 3
1857. 5
1858. PHONEBANKING
1859. 4
1860. 3
1861.
1878.
1862.
1879.
1863.
14
1880.
1864.
1865.
1881.
12

1866.
1867.

1882.
1883.

10

1868.
1869.

1884.

1885.

1870.
1871.

1886.

1872.
1873.

1887.

1888.

1889.

1890.

1874.
1875.
1876.
1877.

SBI
HDF
C

1891.
1892.
1893.
1894.
1895.
1896.
1897.
1898.
1899.
1900.
1901.
1902.
1903.
1904.

Interpretation:
FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBI

BankandHDFCBank.thatshowmanyfacilitysatisfytocustomersatisfactionlevelis
following;AMTratingsbiis13andhdfcis10,loanratingsbiis7andhdfcis4,early
chequeclearanceratingsbiis2andhdfcis8,preparationofdraftsratingsbiis3andhdfc
is2,interestpackageratingsbiis3andhdfcis3,netbankingratingsbiis3andhdfcis5
andphonebankingratingsbiis4andhdfcis3.
1905.
1906.
1907.
1908.
1909.
1910.
1911.
1912.
1913.
1914. 9.IFYOUAREPROVIDEDWITHBETTERSERVICESBYOPTIONALBANK
WOULDYOULIKETOMOVETOOTHERBANK
1915.
1916. PARTICULER
1917. SBI
1918. HDFC
1919. YES
1920. 6
1921. 9
1922. NO
1923. 29
1924. 26
1925.
1926.
1927.
1928.
1931.
1929. 1930.
1932.

35

1937.
30

1941.
25

1945.
20

1934.

1935.

1938.

1939.

1942.

1943.

1946.

1947.
1951.

1940.

1944.

1948.

1949.1950.
1953.
1954.
15
1957.

1961.

1936.

SBI

1952.

1955.
HDF
C

1958.

1956.

1960.

1962.

1963.

1966.

1967.

1969. 1970.
0 1977.

1971.

10

1965.
5

1964.

1968.

1972.

1974.

1978.
1979.
1980.
1981. Interpretation:
1982.

1975.

YES

NO

1976.

1983. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFCBank.myquestionnairesshowthatotherbankprovidebetterfacilityforyourbankso
youmovetootherbankthatsbiandhdfcbankcustomerresponseisyespersonsbiis6andhdfc
is9andnopersonssbiis29andhdfcis26.
1984.
1985.
1986.
1987.
1988.
1989.
1990.
1991.
1992.
1993.
1994.

1995. 10. OVERALL SATISFATION OF THE CUSTOMER WITH THE

PERFORMANCEOFSBIBANKANDHDFCBANKPROVIDEDTORUPAYCARD.
1996.
1997.
1998.
1999. SATISFACTI
ON
2003. SBI
2005. HDFC
2000. 2001.
2002.
2004.
2007. EXCELLENT
2011. 8
2013. 7
2008. 2009.
2010.
2012.
2014.
2022. 1
2016. GOOD
2020. 6
2
2017. 2018.
2019.
2021.
2023.
2025. SATISFACTO
RY
2029. 18
2031. 8
2026. 2027.
2028.
2030.
2032.
2034. AVERAGE
2038. 3
2040. 5
2035. 2036.
2037.
2039.
2041.
2043. BELOW
AVERAGE
2046. 0
2048. 3
2044. 2045.
2047.
2049.
2051.
20

2071.
18

2081.
16

2091.
14

2101.
12

2111.
10

2121.
8

2052.

2053.

2054.
2055.2056.

2062.

2063.

2064.
2065.

2072.

2073.

2074.
2075.2076.

2082.

2083.

2092.

2161.
4

2024.

2033.

2042.

2050.

2059.

2060.

2069.

2070.

2077.2078.

2079.

2080.

2084.
2085.2086.

2087.2088.

2089.

2090.

2093.

2094.
2095.2096.

2097.2098.

2099.

2100.

2102.

2103.

2104.
2105.2106.

2107.2108.

2109.

2110.

2112.

2113.

2114.
2115.2116.

2117.2118.

2122.

2123.

2124.
2125.

2132.

2133.

2134.
2135. 2136.

2142.

2143.

2144.
2145.

2152.

2153.

2154.
2155.2156.

2157.2158.

2159.

2160.

2162.

2163.

2164.
2165.2166.

2167.2168.

2169.

2170.

2177.2178.
2187.2188.
2195. BELO

2179.
2189.

2068.

2127.
2126.

2128.

2137. 2138.
2147.

2146.

2171.

2172.
2173. 2174.
2175.2176.
2182.
2183. 2184.
2185.2186.
2181.
0
2192. EXCELLE 2193. G 2194. SATISFACTORY
2197.NT
OOD
AVERAGE
2

2203.

2015.

2067.
2066.

2141.

2151.

2057.2058.

2006.

2204.

2205.

2206.
2207.2208.

2148.

2209.

W
AVERA
GE

2120.

2119.
2139.

SBI
HDF

2211.
2212.
2213.
2214.
2215. Interpretation:
2216.
2217. FromtheabovegraphitisclearthatmajorityoftherespondentsarepartofSBIBankand
HDFC Bank . my questionnaires show that overall satisfaction level of sbi and hdfc bank

2130.

2140.

2150.

2180.

2190.

2196.

2202.

2210.

customer response and measurement to five level sbi is 8 and hdfc is 7persons is vote to
excellent,sbiis6andhdfcis12personsisvotetogood,sbiis18andhdfcis8personsisvoteto
satisfactory,sbiis3andhdfcis5personsisvotetoaverageandsbiis0(zero)andhdfcis3
personsisvotetobelowaverage.
2218.
2219.
2220.
2221.

2222.
2223.
2224.

6.FINDINGS

1. CustomerswerenotfullyawareoftheRupaycardsservicesandthevariouschargeswhich
theyhavetopay.ThereforeBanksshouldtrytogivesomemoreinformationtoitsexisting
customers.
2225.
2. BoththecustomersofRupaycardsfromSBIandHDFCbankhavesuggestedthatthebank
shouldopenoneofitsbranchesinindustrialarealikefocalpoint.
2226.
3. Oneofthemostcommonsuggestionswastolowerdowntheminimumbalance
requiredinthesavingsaccount.
2227.
4. Staffshouldbemorecooperativetothecustomers.
2228.
2229.
2230.

2231.

7.LIMITATION

2232.
2233.
2234.
Thougheveryeffortwasmadetomakethereportauthenticineverysense,yetthere
arefewfactorswhichmighthavetheirinfluenceonthefinalreport.
2235.
1. Therewastimeshortage.Timeprovidedtouswasveryshortwhichmakeitdifficultforus
toconductsurveyatwiderrange.
2236.
2. Sometimesrespondentsdidnotrespondwelltoallthequestionsinthequestionnaire.
2237.
3. Lowcooperationfromthebankexecutivesmaketostrugglemore,duetowhichwewere
forcedtorestrictoursamplesizeto80.
2238.
4. Somebiasnessmighthaveoccurredinanalysis.Becauseoflackofexpertknowledge.
2239.
5. Besteffortsweremadetoincorporateallimportantvariablesinstudy,yetchancesofsome
ofvariablesnotappearinginstudyarenotruledout.
2240.
6. Frequentdevelopmentsinthissectorcanbeamajorreasonoflimitationinthestudy.
2241.
7. Biasness in views of respondents cant be ruled out.
2242.
8. Resistancetochangesometimesaffectsviewofrespondents.

9. 8.CONCLUSION
10.

11.
12. TheprojectreportisbasedontheAStudyOfCustomers Satisfaction Towards Rupay
13. Cards(A
14. ComparativeStudyOfSBI&HDFCBankInRupnagar)Duringprojectwecometoknow
thatboththebanksarehighlypreferredbythecustomersbuttheirpreferenceisdifferent
uptosomeextendtowardstheserviceofthesebanks.Followingaretheassumptionsof
theproject.
15.
16.
17.
18.
1. RangeofthesurveyislimitedtoPatialacity.Itmaynotholdthesameresultinthe
19. differentcity.
2. Thesamplesizeforthesurveyisrestrictedupto70.OutofWhich35questionnairewas
filledbythecustomersofSBIand35wasfilledbycustomersofHDFCbank.
20.
3. Surveyisdoneinaveryshortperiodoftime.Thismayhaveimpactonthefinalresultof
thesurvey.
21.
22.

23.9.BIBLIOGHAPHY
24.
25. NEWSPAPERS
26.
Businessstandard

EconomicTimes
28.
29. BOOKNAMES:
30.
th
1. C.R.Kothari(2011) Research methodologyTATAMcGrawHill3 Ed
31.
th
2. Cooper and schindler,(2012),Business Research methodsTATA Mc Graw Hill 4 Ed.
32.

33. WEBSITES:
34.
35.
www.hdfcindia.com
www.statebankofindia.com
36. http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank

38.
http://www.rupaycarddebit.com

10.QUESTIONNAIRE

39.

40.
41. CUSTOMERPREFERENCETOWARDSRUPAYCARDSOFSBIANDHDFC
BANK
42.
1. Name____________________
43.
2. Gender

44.
45.
M

48.
3.

46.
49.

Age

54.

56. 55 above
58.

4. 59.

Occupation

61. Service business

63. Professional
65. Housewife
67.

5. 68.

Income

70.
Ni

Female

52.

25-35

55.

45-55

62.
64.

Business
Student

50.

51. Less than 25

53.
3

47.

57.
60.

66.
69.
72.

71.

73. 50000 to 150000

Less
than 50000
74.
150000
to 300000
76.
500000
and above

75. 300000 to 500000

77.
78.
79. 6. Bank you are dealing focusing with Rupay card services.
80.
81. HDFC
SBI
82.
83.
84.
85. 7

What was the single most important reason that you chose this particular Bank for

Rupay cards.

86.
87. I have a traditional bank account with the same bank
88.
89. The brand name of the bank
90.
91. The excellent service offered by this bank
92.
93.
94. Location advantage
95.
96.
97.
98.
99.

100.
101.

102.
103.
104.
105.
106.
107.
108.
109.

8. Which account facility you are availing in the Bank for Rupay cards services.
Savings account

Current account

Fixed deposit

NRI account

9. How would you rate the following banking service quality (Rupay cards services )on scale
of 1-5 provided by bank where 1-excellent, 2-good, 3 above-average, 4-average, 5-below
average

110.
111.
112.
113.
114.
115.
116.
117.
118.
119.
120.
121.
122.
123.
124.
125.
126.
127.
128.
129.
130.
131.
132.

Access

Communication

Confidentiality

Courtesy

Reliability Security
Responsiveness

Waiting time

10. Which facility satisfies you most included with Rupay cards services.
ATM

Interest package

Loan

Net banking

Early cheque clearance

Phone banking

Preparation of drafts

11. If you are provided with better services by optional bank. Would you like to move to other
bank.

133.
134.
135.
136.
137.
138.
139.
140.

YES

NO

12. How would you rank the Rupay cards services.

Excellent Good

141.
142.
143.
144.
145.
146.
147.
148.
149.

Satisfactory

Average

Below Average

Suggestion

If any
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153.
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154.
155.