Documente Academic
Documente Profesional
Documente Cultură
Submitted by
Supervised by
Name of the Supervisor: Prof. DEBDULAL CHATTERJEE
Name of the College: NETAJI NAGAR DAY COLLEGE
Month & Year of Submission: 2018-2019
SUPERVISOR’S CERTIFICATE
This is to certify that Mr. KOUSIK DAS a student of B.com. Honours in Accounts
and Finance of NETAJI NAGAR DAY COLLEGE under the University of Calcutta has
worked under my supervision and guidance for his project work and prepared the
project Report with the title
(STUDY OF CUSTOMER SATISFATION OF SBI AND HDFC
BANK)
The project Report, which he is submitting, is his genuine and original work to the
best of my knowledge.
I offer my sincere thanks to many people who have helped and supported me while
doing the project.
My deepest thanks to our supervisor for guiding the project work and correcting
various documents with attention and care and has gone through lot of difficulties as
and when required for my project.
My deepest sense of gratitude to University of Calcutta for providing us with an
opportunity to do such a project.
I also extend my heart full thanks and appreciation to my institution and my principal
prof. DEBDULAL CHATTERJEE, my faculty members my respective teachers and my
well-wishers without whom the project of mine would have been distant reality.
Date : signature:
TABLE OF CONTENTS
Page No.
CHAPTER 1
INTRODUCTION…………………………………………………………………………… 1-6
CHAPTER 2
CONCEPTUAL FRAMEWORK………………………………………………………….... 7
CHAPTER 3
CHAPTER 4
1. 1 Definition :
Banking Sector plays a crucial role in the development of the nation. But now a days,
only the institutions that can adopt strategies to compete better are likely to survive
in the long run. For the banking sector, customer loyalty to banks is one way of
keeping banking business competitive. It is very costly and difficult to recover an
unsatisfied customer. It has become imperative for both public and private sector
banks to perform to the best of their abilities to retain their customers by fulfilling
their needs. Many a times banks fail to satisfy their customers which can cause huge
losses to banks and there the need for this study arises. The purpose of this study is
to compare the public sector banks and private sector banks in terms of customer
satisfaction and to study the various variables of service quality using SERVQUAL
model. As Customer Satisfaction ultimately leads to the Customer Loyalty, this
research focus on finding the gap between the customers’ Expectation and Perception
and also the relation between customer satisfaction, Service Quality and Customer
Loyalty.
The working of the customer’s mind is a mystery which is difficult to solve and
understanding the nuances of what customer satisfaction is, a challenging task. This
exercise in the context of the banking industry will give us an insight into the
parameters of customer satisfaction and their measurement. In the organised segment,
banking system occupies an important place in nation’s economy.
(1)
1.2 LITERATURE REVIEW
Denise K. Conroy in his study titled (Customer satisfaction measures in the public sector:
what do they tell us?) attempts to devise customer satisfaction measures, according to him
there are a number of factors which can affect the interpretation of results - the nature of
the customer, service provision, service quality and, for the public-sector, the extent to
which consumer sovereignty exists. Resources may be better directed towards setting and
maintaining high levels of standard of service. This study addresses the difficulties and
highlights the complex nature of a customer or service beneficiary who can be, at the same
time, a taxpayer, voter, recipient of financial benefits, with expectations of the public sector
and its delivery agent, yet cannot choose another provider.
(2)
Dawn Iacobucci, Amy Ostrom, Kent Grayson in their study titled (Distinguishing
Service Quality and Customer Satisfaction: The Voice of the Consumer) presents two
studies that rely on divergent methodologies to examine whether or not quality and
satisfaction have distinct antecedent causes, consequential effects, or both (i.e., whether or
not they should be considered a single construct, or distinct, separable constructs). They
focus on consumers’ understanding and use of the words quality and satisfaction; in both
studies, respondents report whether or not they think quality and satisfaction differ, and if
so, on what dimensions or under what circumstances. In the first study, they use the
qualitative “critical incident” technique to elicit service attributes that are salient to
respondents when prompted to consider quality and satisfaction as distinct. they code the
responses to these open-ended survey questions to examine whether quality can be teased
apart from satisfaction, from the respondents’ (consumers’) perspective. In the second
study, to triangulate on the qualitative data, they experimentally manipulated a number of
service attributes drawn from both the first study and from the literature to see whether or
not they have differential impacts on judgments of quality and satisfaction. They did not
presuppose that quality and satisfaction differ—rather, they asked respondents to make a
judgment either of quality or of satisfaction, defining the term as they saw fit.
(4)
1.4 Research Methodology
Sources of data:
PRIMARY SOURCES:
Primary data collected by means of Questionnaires. To collect the data from selected bank users,
survey method based on the use of self-administered questionnaire was used. Questionnaires were
administered to 50 bank customers divided equally among selected banks. At the time of
administering the questionnaire an attempt was made to include the respondents from different
demographic groups.
SECONDARY SOURCES:
Different websites, Articles on banking taken from journals, newspapers relating to banks.
We have presented primary as well as secondary data through different tables and charts mostly bar
charts or column chart has been used to present data and interpret the result. Some pie charts are
presented on conveniently to present the data in an acceptable form customers’ attitude towards this
two banks namely HDFC and SBI, have been observed by giving them printed questionnaire. The
collected data have been tabulated in Excel worksheet to prepare table and draw pictorial presentation
due to limitation of time. We have collected data from the above mentioned two banks from several
branches for a period of six months commencing from 1st July to 31st December 2017.
(5)
1.5 Limitation of study:
1. Some information which might have been useful for the research project was
not disclosed by the
Selected banks due to secrecy and thus the research result are based on
available information.
3. Sudden changes in the banking practices during the course of research can
affect the result.
5. The sample size of only 50 was taken from the large population for the purpose
of study, so there can be difference between results of sample from total
popular.
(6)
CHAPTER NO.2:
Conceptual Framework
Without a sound and effective banking system in India it cannot have a healthy economy. The
banking system in India should not only hassle free but it should be able to meet new challenges
posed by the technology and any other external and internal factor. For the past three decades
India’s banking system has several outstanding achievements to its credit. The most striking is its
extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact,
India banking system has reached even to the remote corners of the country. This is one of the
main reasons of India’s growth process. The government’s regular policy for India bank since
1969 has paid rich dividends with the nationalization of 14 major private banks of India. Long
time ago, an account holder had to wait for hours at the bank counters for getting a draft or for
withdrawing his own money. Today he has a choice. Gone other days when the most efficient
bank transferred money from one branch to other in two days. Now it is simple as instant
messaging or dials a pizza. Money has become the order of the day. The first bank in India, though
conservative, was established in 1786 .From 1786 till today, the journey of Indian Banking system
can be segregated into three distinct phases.
(7)
CHAPTER NO.3:
Analysis of Results
Location advantage
NO. OF PERSONS
INTERPRETATION:
According to survey , when asked the respondent most important reason for choosing SBI
bank , 9 persons said brand name, 5 excellent service offered by bank, 8 persons said ATM
location, 4 persons said net banking facilities and 4 persons location advantage.
(8)
II) ACCOUNT FACILITY AVAILING IN THE SBI?
Current account 5
Fixed account 8
NRI account 7
10
ACCOUNT FACILITY
10
9 8
8 7 Savings account
7
6 5
5 Current account
4
3
Fixed account
2
1
0 NRI account
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked the respondent which facility availing in the bank, they said 10
persons said Savings account, 5 persons said Current account, and 8 persons said fixed account,
7 persons said NRI Account.
(9)
III) THE PROCEDURE TO OPEN AN ACCOUNT WITH SBI BANK WAS
DIFFICULT?
To a certain extent 13
17, 57%
No, it was easy
INTERPRETATION:
According to survey, when asked the respondent, do you feel the procedure to open an account
with the bank was difficult, 13 persons said ‘To a certain extent’ and 17 persons said ‘No, it was
easy’
(10)
IV) NO. OF YEARS, CUSTOMERS DEALING WITH SBI:
1 to 2 years 11
3 to 5 years 6
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked the respondent, how many years dealing with SBI bank, 4
persons said less than 1 year, 11 persons said 1 to 2 years, 6 persons said 3 to 5 years, 9 persons
said more than 5 years.
(11)
V) The expectable service from SBI?
INTERPRETATION:
According to survey, when asked the respondent, expectable service from SBI, 17 persons said
Quick Response, 5 persons said Good Customer Relation, and 8 persons said Extra facility for
Existing Customer.
(12)
VI) WHICH FACILITY SATISFIES CUSTOMER MOST?
FACILITY
7 7
7
ATM
6
Loan
5
4 4 Early cheque clearance
4
3 3
3
Preparation for drafts
2
2 Interest package
1 Net banking
0 Phone banking
NO. OF PERSONS
INTERPRETATION:
According to survey , when asked the respondent, the customer which facilities most satisfied, 7
persons said ATM, 2 persons said loan, 4 persons said early cheque clearance, 3 persons said
preparation for drafts, 4 persons said Internet packages, 3 persons said net banking, 7 persons
said phone banking.
(13)
VII) WHICH KIND OF LOAN IS TAKEN BY THE SBI CUSTOMER MOST?
INTERPRETATION:
According to survey, when I asked the respondent, what kind of loan is taken by you ,6 persons
said personal loan ; 4 persons said home loan ; 2 persons said car loan and 3 persons said
educational loan , 5 persons said gold loan ; 10 persons said.
(14)
III) Like to take another loan from SBI in future?
YES 11
NO 19
INTERPRETATION:
According to survey, when I asked the respondent, would you like to take another loan from
SBI in future, 11 persons said yes, 19 persons said no.
(15)
IX) SATISFACTION OF THE CUSTOMER OF SBI BANK WITH THE SECURITY OF
ONLINE BANKING SERVICES:
12
10 Completely
10
8 Somewhat
6 5
4
Dubious
2
1
Not at all
0
NO. OF PERSONS
INTERPRETATION:
According to survey, when I asked the respondent, do you trust the security of online
banking services , 14 persons said Completely; 10 persons said Somewhat; 5 persons said
Dubious and 1 persons said Not at all.
(16)
X) FOR WHICH OF THE TRANSACTIONS CUSTOMERS OF SBI USE E-BANKING
SERVICES MOST:
E-BANKING SERVICES
18 17
16
Online shopping
14
12
10 Balance Enquiry
8 7
6 4 Bill Payment
4 2
2
0
Money Transfer
NO. OF PERSONS
INTERPRETATION:
According to survey, when I asked the respondent, for which of the transaction you use e-banking
services, 19 persons said online shopping; 4 persons said Balance Enquiry; 7 persons said Bill
Payment and 2 persons said Money Transfer.
(17)
XI) IF THE SBI BANK CUSTOMER IS PROVIDED WITH BETTER SERVICES BY
OPTIONAL BANK, WOULD HE/SHE LIKE TO MOVE TO OTHER?
YES 18
NO 12
NO
INTERPRETATION:
According to survey, when asked the respondent, if you are provided with better services by
optional bank. Would you like to move to other bank in out of 30, 18 said yes and 12 said no.
(18)
XII) OVERALL SATISFACTION OF THE CUSTOMERS WITH THE PERFORMANCE
OF SBI:
SATISFACTION LEVEL
12
12
10
EXCELLENT
8 7 GOOD
6
6 5 SATISFACTORY
4 AVERAGE
2 0 BELLOW AVERAGE
0
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked of overall satisfaction of the customers with the performance
of SBI, 12 persons said excellent, 6 persons said good, 7 persons said satisfactory, 5 persons said
average, 0 person said below average.
(19)
I) MOST IMPORTANT REASONS FOR CHOOSING HDFC?
Location advantage
NO. OF PERSONS
INTERPRETATION:
According to survey , when asked the respondent most important reason for choosing HDFC
bank , 7 persons said brand name, 10 excellent service offered by bank, 3 persons said ATM
location, 6 persons said net banking facilities and 4 persons location advantage.
(20)
II) ACCOUNT FACILITY AVAILING IN THE HDFC?
Current account 6
Fixed account 7
NRI account 2
ACCOUNT FACILITY
16 15
14
12
Savings account
10
7 Current account
8 6
6
4 2 Fixed account
2
0 NRI account
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked the respondent which facility availing in the bank, they
said 15 persons said Savings account, 6 persons said Current account, and 7 persons said
fixed account, 2 persons said NRI Account.
(21)
III) THE PROCEDURE TO OPEN AN ACCOUNT WITH HDFC BANK WAS
DIFFICULT?
To a certain extent 12
12, 40%
To a certain extent
18, 60%
No, it was easy
INTERPRETATION:
According to survey, when asked the respondent, do you feel the procedure to open an account
with the bank was difficult, 12 persons said ‘To a certain extent’ and 18 persons said ‘No, it was
easy’
(22)
IV) NO. OF YEARS, CUSTOMERS DEALING WITH HDFC:
YEARS NO. OF PERSONS
Less than 1 year 9
1 to 2 years 8
3 to 5 years 7
5
1 to 2 years
4
3 3 to 5 years
2
More than 5 years
1
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked the respondent, how many years dealing with HDFC bank, 9
persons said less than 1 year, 8 persons said 1 to 2 years, 7 persons said 3 to 5 years, 6 persons
said more than 5 years.
(23)
V) The expectable service from HDFC?
16
Quick Response
14
12
10
Good Customer Relation
8
7
5
6
4
Extra facility for Existing
2 Customer
0
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked the respondent, expectable service from HDFC, 7 persons said
Quick Response, 18 persons said Good Customer Relation, and 5 persons said Extra facility for
Existing Customer.
(24)
VI) WHICH FACILITY SATISFIES CUSTOMER MOST?
FACILITY
10
10
9
ATM
8 Loan
7
6 Early cheque clearance
5
5
4 4 Preparation for drafts
4 3
3 2 2 Interest package
2
Net banking
1
0 Phone banking
NO. OF PERSONS
INTERPRETATION:
According to survey , when asked the respondent, the customer which facilities most satisfied,
10 persons said ATM, 2 persons said loan, 3 persons said early cheque clearance, 4 persons said
preparation for drafts, 4 persons said Internet packages, 5 persons said net banking, 2 persons
said phone banking.
(25)
VII) WHICH KIND OF LOAN IS TAKEN BY THE HDFC CUSTOMER MOST?
TYPE OF LOAN NO. OF PERSONS
Personal loan 4
Home loan 2
Car loan 2
Educational loan 12
Gold loan 5
None 5
INTERPRETATION:
According to survey, when I asked the respondent, what kind of loan is taken by you ,4 persons
said personal loan ; 2 persons said home loan ; 2 persons said car loan and 12 persons said
educational loan , 5 persons said gold loan ; 5 persons said.
(26)
VIII) Like to take another loan from HDFC in future?
YES 14
NO 16
15.5
15
14.5 YES NO
14
14
13.5
13
NO. OF PERSONS
INTERPRETATION:
According to survey, when I asked the respondent, would you like to take another loan from
HDFC in future, 14 persons said yes, 16 persons said no.
(27)
IX) SATISFACTION OF THE CUSTOMER OF HDFC BANK WITH THE SECURITY
OF ONLINE BANKING SERVICES:
INTERPRETATION:
According to survey, when I asked the respondent, do you trust the security of online
banking services , 15 persons said Completely; 12 persons said Somewhat; 2 persons said
Dubious and 1 persons said Not at all.
(28)
X) FOR WHICH OF THE TRANSACTIONS CUSTOMERS OF HDFC USE E-BANKING
SERVICES MOST:
E-BANKING SERVICES
16
16
14
Online shopping
12
10
Balance Enquiry
8
6 5 5
4
Bill Payment
4
2
0
Money Transfer
NO. OF PERSONS
INTERPRETATION:
According to survey, when I asked the respondent, for which of the transaction you use e-banking
services, 16 persons said online shopping; 5 persons said Balance Enquiry; 5 persons said Bill
Payment and 4 persons said Money Transfer.
(29)
XI) IF THE HDFC BANK CUSTOMER IS PROVIDED WITH BETTER SERVICES BY
OPTIONAL BANK, WOULD HE/SHE LIKE TO MOVE TO OTHER?
YES 13
NO 17
13, 43%
YES
17, 57%
NO
INTERPRETATION:
According to survey, when asked the respondent, if you are provided with better services by
optional bank. Would you like to move to other bank in out of 30, 18 said yes and 12 said no.
(30)
XII) OVERALL SATISFACTION OF THE CUSTOMERS WITH THE PERFORMANCE
OF HDFC:
SATISFACTION LEVEL
14
14
12 EXCELLENT
10 GOOD
8 7
SATISFACTORY
6 4 4
AVERAGE
4
1
2 BELLOW AVERAGE
0
NO. OF PERSONS
INTERPRETATION:
According to survey, when asked of overall satisfaction of the customers with the performance
of HDFC , 14 persons said excellent, 7 persons said good, 4 persons said satisfactory, 4 persons
said average, 1 person said below average.
(31)
Comparative study of SBI and HDFC banks
I) MOST IMPORTANT REASON FOR CHOOSING BANK?
0
Location advantage
SBI HDFC
INTERPRETATION:
According to survey, when I compare to most important reason for choosing a
particular bank, in SBI most of customer said the reason of chosen to the brand
name of the bank and in HDFC bank most of customer said the reason of chosen
bank for excellent service offered by this bank.
(32)
II) COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC BANK
REGARDING THE ACCOUNT FACILITIES PROVIDED TO THEM:
ACCOUNT FACILITY
16 15
14
Savings account
12
10
10
8
Current account
8 7 7
6
5
6 Fixed account
4 2
2 NRI account
0
SBI HDFC
INTERPRETATION:
According to survey, Comparative Study of The Customers Of SBI and HDFC
Bank Regarding type of account, most of SBI customers have saving account and
HDFC customers have also saving account.
(33)
III) THE PROCEDURE TO OPEN AN ACCOUNT WAS DIFFICULT:
18
18 17
16
14 13 To a certain extent
12
12
10
8
6
No, it was easy
4
2
0
SBI HDFC
INTERPRETATION:
According to survey, when I compare to customers’ opinion about the procedure to
open a bank account with SBI and HDFC bank, in SBI bank most of customers said
it was easy and in HDFC bank most of customer also said the same.
(34)
IV) COMPARATIVE STUDY OF THE TIME PERIOD OF CUSTOMERS
DEALING WITH SBI AND HDFC BANK:
2
More than 5 years
0
SBI HDFC
INTERPRETATION:
According to survey, when I compare to time period of customers dealing with SBI
and HDFC bank, in SBI bank most of customers dealing with this bank 1 to 2 years
and in HDFC bank less than 1 years.
(35)
V) COMPARATIVE STUDY OF THE EXPECTABLE SERVICE BETWEEN
SBI AND HDFC:
16
QUICK RESPONSE
14
12
4
EXTRA FACILITY FOR EXISTING
2 CUSTOMER
0
SBI HDFC
INTERPRETATION:
According to survey, when I compare to the expectable service between SBI and
HDFC, in SBI most of customer expect Quick Response and in HDFC bank customer
expect Good customer relation.
(36)
VI) COMPARATIVE STUDY OF MOST SATISFYING FACILITY OFFERED BY SBI
AND HDFC BANK:
FACILITY SBI HDFC
ATM 7 10
Loan 2 2
Early cheque clearance 4 3
Preparation for drafts 3 4
Interest package 4 4
Net banking 3 5
Phone banking 7 2
INTERPRETATION:
According to survey, when I compare to most satisfying facility Offered by
them, in SBI bank most of the customer satisfied the ATM facilities and in
HDFC bank customer also satisfied the same facilities.
(37)
VII) COMPARATIVE STUDY OF CUSTOMERS OF SBI AND HDFC BANK
REGARDING BANK LOAN TAKEN BY THEM:
10 Personal loan
10
Home loan
8
6 Car loan
6 5
5 5
4
Educational loan
4
4 3
Gold loan
2 2 2
2
None
0
SBI HDFC
INTERPRETATION:
According to survey, when I compare to regarding Bank loan, in SBI bank most of
the customers said none, and Educational loan is taken by most of the HDFC
customers.
(38)
VIII) COMPARATIVE STUDY OF LIKE TO TAKE ANOTHER LOAN FROM SBI AND
HDFC
SBI HDFC
INTERPRETATION:
According to survey, when I compare to study of like to take another loan from SBI
and HDFC bank, in SBI most of customers said No and in HDFC bank most of the
customers also said No.
(39)
IX) COMPARATIVE STUDY OF SATISFACTION OF THE CUSTOMER OF SBI AND
HDFC BANK WITH THE SECURITY OF ONLINE BANKING SERVICES:-
8
Somewhat
5
6
4 2
Dubious
1 1
2
0 Not at all
SBI HDFC
INTERPRETATION:
(40)
X) COMPARATIVE STUDY OF MOST SATISFYING E-BANKING SERVICES
OFFERED BY SBI AND HDFC BANK:
INTERPRETATION:
NO 12 17
40
35
30
25
20 YES NO
15
10
5 NO
YES
0
SBI HDFC
INTERPRETATION:
According to survey, when I compare customer want to shift to another bank if they
are provided with better service , in SBI bank 18 said yes and 12 said no but in HDFC
bank 13 said yes and 17 said no.
(42)
XII) COMPARISION REGARDING THE OVERALL SATISFACTION OF THE
CUSTOMERS:
10 GOOD
8 7 7
6
5
SATISFACTORY
6
4 4
4
AVERAGE
2 1
0
0 BELLOW AVERAGE
SBI HDFC
INTERPRETATION:
According to survey, when I compare to regarding the overall satisfaction of the
customer, in SBI most of customers said customers satisfactory and in HDFC bank
most of the customers said good.
(43)
STUDY OF CUSTOMER SATISFATION OF
SBI AND HDFC BANK
c. Giving Advances: A bank lends out money in the form of loans to those who
require it for different purposes.
e. Agency and utility services: A bank provides various banking facilities to its
customers. They include general utility services and agency services.
(44)
Evolution of SBI:
The origin of the State Bank of India goes back to the first decade of the
nineteenth century with the establishment of the Bank of Calcutta in
Calcutta on 2 June 1806. Three years later the bank received its charter and
was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India sponsored by the
Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank
of Madras (1 July 1843) followed the Bank of Bengal. These three banks
remained at the apex of modern banking in India till their amalgamation as
the Imperial Bank of India on 27 January 1921. Primarily Anglo-Indian
creations, the three presidency banks came into existence either as a result
of the compulsions of imperial finance or by the felt needs of local
European commerce and were not imposed from outside in an arbitrary
manner to modernize India’s economy. Their evolution was, however ,
shaped by ideas culled from similar developments in Europe and England,
and was influenced by changes occurring in the structure of both the local
trading environment and those in the relations of the Indian economy to the
economy of Europe and the global economic framework.
(45)
Products and services provided by SBI:
Savings Accounts
Current Accounts
Fixed Deposit
LOANS:
Personal Loans
Home loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Overdraft against Car
Express Loans
Gold Loans
Educational Loans
Loan against Securities
Loan against Property
Loans against Rental Receivables
CARD:
Credit Cards
Debit Cards
Net Banking
ATM
(46)
Overview of HDFC bank:
HDFC Bank began operations in 1995 with a simple mission: to be a “World-class
Indian Bank”. They realized that only a single-minded focus on product quality and
service excellence would help them to get there. HDFC Bank, one amongst the
firsts of the new generation, tech-savvy commercial banks of India, was set up in
august 1995 after the Reserve Bank of India allowed setting up of Banks in the
private sector. The Bank was promoted by the Housing Development Finance
Corporation Limited, a premier housing finance company (set up in 1977) of India.
Net Profit for the year ended March 31, 2006 was up 30.8% to Rs.870.8cores.
Currently (2007), HDFC Bank has 583 branches located I 263 cities of India, and
all branches of the bank are linked on an online real-time basis. The bank offers
many innovative products and services to individuals, corporate, trusts,
governments, partnerships, financial institutions, mutual funds, insurance
companies. Bank also has over 1471 ATMs. In the next few months the number of
branches and ATMs should go up substantially. 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 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 Bank’s mission to be 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 segment, and to achieve healthy growth in
profitability, consistent with the bank’s risk appetite. HDFC Bank’s business
philosophy is based on four core values Operational Excellence, Customer Focus,
Product Leadership and People.
(47)
Products and services provided by HDFC bank:
SAVINGS ACCOUNTS:
Regular Savings Account
Saving Plus Account
Saving Max Account
No Frills Account
Retail Trust Account
Salary Accounts
Payroll
Classic
Regular
Premium
Defence Salary Account
Kid’s Advantages Account
Family Savings Group
CURRENT ACCOUNTS:
Plus Current Account
Trade Current Account
Premium Current Account
Regular Current Account
Reimbursement Current Account
RFC- Domestic Account
FIXED DEPOSITS:
Regular Fixed Deposit
Super Saving Account
Sweep-in Account
(48)
LOANS:
Personal Loans
Home Loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Overdraft Against Car
Express Loans
Gold Loans
Educational Loans
Loan Against Securities
CARDS:
Credit Cards:
Silver Credit Cards
Gold Credit Cards
Platinum Credit Cards
Debit Cards:
Easy Shop International Debit Cards
Easy Shop Gold Debit Cards
Easy Shop International Business Debit Cards
Net Banking
Mobile Banking
ATM
(49)
CHAPTER NO.4:
FINDINGS AND CONCLUSION
Based on the analysis of the study, the following findings have been obtained:
1. It has been observed from the results that customers chooses to keep their account in SBI because
of traditional exposure of the said bank rather than brand name ,excellent customer service etc.
whereas customers of HDFC bank prefers this bank because of excellent service offered by the
HDFC bank.
2. It has been found from the study that most of the customers of both banks prefers saving bank
account rather than recurring and fixed deposit account.
3. The result suggests that customers of both banks seem to have no difficulty in opening new accounts.
4.It has been found that majority of customers of SBI in our study are having long term dealing (more
than 5 years)with said bank whereas most customers of HDFC have medium term dealing of around
3-5 years with the said bank.
5. The result reveals that most of the customers of both bank visits frequently to bank branches to
deposit money with the bank rather than to get consultancy from bank, to withdraw money or to
enquire about balance.
6. It has been found from the study that most of the customers of SBI prefers to visit SBI branches for
availing ATM facilities whereas majority customers try to avail HDFC bank for enjoying net –
banking facilities.
7. The survey reveals that majority of customers of both bank opines that bank authority takes
reasonable as well as justifiable time to sanction different kinds of loan to customers.
8. Regarding security of online banking facilities of both banks, customers of SBI, as revealed by
survey, opine that online banking system of SBI is completely secured whereas customers of HDFC
are of the opinion that security of online banking system is threatened to some extent
.
9. Finally, from the view point of overall satisfaction level of customers of both banks, most of the
customers of SBI opines that they are satisfied with service quality of bank whereas customers of
HDFC express their higher level of satisfaction with respect to service quality of bank.
The project report is based on the preference of the customers and the level of satisfaction towards SBI and HDFC
bank. During project I come to know that both the banks are highly preferred by the customers but their preference
is different up to some extend towards the service of these banks.
Following are the assumptions of the project:
1. Range of the survey is limited to South Kolkata city. It may not hold the same result in the different city.
2. The sample size for the survey is restricted up to 100. Out of Which 50 questionnaire was filled by the customers
of SBI and 50 was filled by customers of HDFC bank.
(50)
Suggestions &Recommendations:
1. Both the bank (SBI and HDFC bank) should open one of its branches in
industrial area like focal point
2. One of the most common suggestion was to lower down the minimum
balance required in the savings account.
3. Staff should be more co-operative to the customers.
4. Customers were not fully aware of the services and the various charges
which they have to pay. Therefore Banks should try to give some more
information to its existing customers.
(51)
Annexures: 1
BIBLIOGRAPHY
WEBSITE USED
www.hdfcindia.com
www.statebankofindia.com
http://www.banknetindia.com/banking/index_1.htm
http://www.asiatradehub.com/india/banking/finance.html
http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank
http://www.finance.indiamart.com/investment_in_india/standard_chartered_bank.
Html
http://www.essays.se/about/literature+review+of+customer+satisfaction/
http://www.emeraldinsight.com
http://www.essays.se/about/literature+review+of+customer+satisfaction
http://www.essays.se/about/literature+review+of+customer+satisfaction/?startrecord6
BOOKS FOLLOWED
NEWS PAPERS
Business standard
Economic Time
(52)
Annexures: 2
QUESTIONNAIRE
[FOR THE CUSTOMER OF SBI/HDFC BANK]
NAME: ___________________________
AGE: _______________ GENDER: Male Female
OCCUPATION:
Service Business Professional Student Housewife
I) what was the single most important reason that you chose this particular Bank?
ATM service
The brand name of the bank
Net banking facility
The excellent service offered by this bank
Location advantage
III) Do you feel the procedure to open an account with this bank was difficult?
IV) For how long have you been a customer of the bank ?
Quick Response
Good customer Relation
Extra facility for Existing Customer
(53)
VII) Which kind of loan is taken by you ?
VIII) Would you like to take another loan from this bank in future?
Yes
No
Balance Enquiry
Money Transfer
Bill Payment
XI) If you are provided with better services by optional bank . Would you like to move to other
bank?
Yes
No
Excellent
Good
Satisfactory
Average
Below Average
(54)