Documente Academic
Documente Profesional
Documente Cultură
“CUSTOMER SATISFACTION
WITH PRODUCT MIX FOR HDFC
BANK WITH TWO PUBLIC
SECTORS BANKS”
BY
(Ajay Kumar)
(2006-08)
(6ND23493)
1
A INTERIM THESIS ON
“CUSTOMER SATISFACTION
WITH PRODUCT MIX FOR HDFC
BANK WITH TWO PUBLIC
SECTORS BANKS”
BY
(Ajay Kumar)
(2006-08)
(6ND23493)
2
CONTENTS
1. Title 1
2. Topic 2
3. Introduction 4-6
7. Hypothesis 14
8. Research Methodology 15
10. Questionnaire 17
11. Undertaking 18
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INTRODUCTION ABOUT HDFC BANK
In a world of cut throat, companies can survive only when they out smart competition,
adept them self to the changing marketing environment rather then just passing the sales.
Satisfaction- fulfillment or gratification of need, desire or appetite. Customer satisfaction
or dissatisfaction is the feeling derived by the consumer when he compares the products
ions, the customer is highly performance with the performance that he expects of it.
Customers form their expectations on the basis of past buying experiences, advice of their
reference group and the promises of the marketers and their competitors. When the
product performance matches the expected performance, the customers experiences
satisfaction; when it falls short of the expectations, he experience dissatisfaction. And
when the performance exceeds expectations, the customer is highly satisfied or delighted.
It becomes much easier for a company to serve a delight customer. As delighted customer
may become loyal, bringing more business to the firm he will be less likely to switch to a
competitor’s product; and so, he becomes brand loyal.
Loans have become part of our day-to-day life. We need loans to fulfill our dreams or
meet contingencies which otherwise may not be possible at a given time. Now a days It
has become quite easy to get a loan, thanks to aggressive marketing by banks and other
lenders.
COMPANY PROFILE
The Housing Development Finance Corporation Limited (HDFC Ltd) was amongst the
first to set up a bank in the private sector. The bank was incorporated on 30th August
1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai. We
commenced operations as a Scheduled Commercial Bank on 16th January 1995. The
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bank has grown consistently and is now amongst the leading players in the industry.In a
milestone transaction in the Indian banking industry, Times Bank was merged with
HDFC Bank Ltd., effective February 26, 2000. The amalgamation added significant
value to HDFC Bank in terms of increased branch network, expanded geographic reach,
enhanced customer base and skilled manpower. On 20th July 2001, our bank's American
Depository Shares (ADS) began trading on the New York Stock Exchange.
MANAGEMENT
BUSINESS FOCUS
HDFC Bank's 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 bank's risk appetite. The bank is
committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance. HDFC Bank's business philosophy is
based on four core values - Operational Excellence, Customer Focus, Product Leadership
and People.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network
of over 772 branches spread over 327 cities across India. All branches are linked
on an online real-time basis. Customers in over 120 locations are also serviced through
Telephone Banking. The Bank's expansion plans take into account the need to have a
presence in all major industrial and commercial centers where its corporate customers are
located as well as the need to build a strong retail customer base for both deposits and
loan products.
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The Bank also has a network of about over 1515 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
TECHNOLOGY
BUSINESS
HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business
segments:
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LOANS
• HOME LOAN
• AUTO LOANS
• PERSONAL LOANS
• LOANS AGAINST SECURITIES
• EDUCATION LOAN
• TWO WHEELER LOANS
DEPOSITE
• SAVING ACCOUNT
• CURRENT ACCOUNT
• FIXED DEPOSITES
• NRI’S ACCOUNT
SUBSIDARY SERVICES
• DEBIT CARDS
• CREDITS CARDS
• ATM
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State Bank of India (SBI)
State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic
network of over 9000 branches (approximately 14% of all bank branches) and commands
one-fifth of deposits and loans of all scheduled commercial banks in India.
The State Bank Group includes a network of eight banking subsidiaries and several non-
banking subsidiaries offering merchant banking services, fund management, factoring
services, primary dealership in government securities, credit cards and insurance.
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Major among them are:
• Ranked 21st amongst top 500 companies by the leading financial daily, Economic
Times.
• Ranked as 323rd biggest bank in the world by Bankers Almanac (January 2006),
London.
• Earned 9th place among India's Most Trusted top 50 service brands in Economic
Times- A.C Nielson Survey.
• Ranked 368 amongst the top 1000 banks in the world according to "The Banker"
London.
• Golden Peacock Award for Excellence in Corporate Governance - 2005 by
Institute of Directors.
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PRODUCTS MIX OF PUBLIC SECTOR BANKS
LOANS
• HOME LOAN
• AUTO LOANS
• PERSONAL LOANS
• LOANS AGAINST SECURITIES
• EDUCATION LOAN
• TWO WHEELER LOANS
DEPOSITE
• SAVING ACCOUNT
• CURRENT ACCOUNT
• FIXED DEPOSITES
• NRI’S ACCOUNT
SUBSIDARY SERVICES
• DEBIT CARDS
• CREDITS CARDS
• ATM
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PURPOSE OF STUDY
The purpose of study is to judge the customer satisfaction to different types of loan
provided by the HDFC BANK. Its main purpose is to judge the figure of the person who
is interested in taking the different types of loans. Customer satisfaction increased the
brand awareness, retaining customers and effectiveness of the services of the bank the
purpose is to find the relationship between the customers and the banker with respect to
customer satisfaction. The purpose of study is to find out the rate of interest given by the
HDFC BANK which differ it from other bank.
We conduct this research with reference to Saharanpur Branch to judge the customer
satisfaction with respect to different types of loans and the advantages customers are
getting as permanent customers.
OBJECTIVES OF STUDY
• To find out customer satisfaction level with respect types of loan from hdfc bank.
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RRESEARCH HYPOTHESIS
(Ho):
Banker’s not maintaining relationship with customers for there services.
They are not aware of existing of products or services.
(H1):
Through loan services customers are satisfied to HDFC Bank
General Alternative Hypothesis (H1):
There is no impact of effectiveness of different types of loan of HDFC bank
Factor Hypothesis
SATISFACTION LEVEL (H1): Through Financial service customers are satisfied.
(Ho): Through service customers are not satisfied.
MAINTAINING RELATIONSHIP (H1): Bankers maintain relationship with customers for
there services.
(Ho): Bankers do not maintain relationship with
customers for there services.
RATE OF INTEREST (H1): Bank charged same rate of interest from all
customers.
(Ho): Bank not charged same rate of interest from all
customers.
AWARENESS (H1): People are aware of existing of products or services
(Ho): They are not aware of existing of products or
services.
RESEARCH METHODOLOGY
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RESEARCH DESIGN: Descriptive
SAMPLING: Data collection has been from customers.
SAMPLING AREA: Parsharvnath plaza, Ambala road, Beribagh, Delhi road,
Sophia Road, (Saharanpur,U.P)
SAMPLE SIZE: 80
STATISTICAL TOOL Hypothesis testing.
TYPE OF RESEARCH Cluster sampling.
DATA COLLECTION
The first step is to formulated the research problem and define the primary and secondary
objectives.
There are two types of data to be collected to carry out the research work.
Primary Data: Primary Data has been collected from the bank officials and from the
customers through questionnaire.
Secondary Data: This Data is collected by various magazines, newspapers, journal,
internet and survey report and other sources.
Different statistical tools and techniques used like: Diagrammatic representation,
tabulation of data and some based on the nature of data collected during research.
Questionnaire Design: Data has been collected through questionnaire.
It contains set of questions that are open ended, multiple choice framed based on
objective for study.
There are 13 questions in questionnaire.
Data analysis: To achieve the objective collected data will be analyzed properly by using
different statistical tools and techniques like data tabulation, analylitical, diagrams,
Graphics representation, and some other statistical tools based on the nature of data
collected through research.
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BENEFITS OF THE TOPIC TO THE COMPANY
HDFC will come to know about that how much the company’s products and services able
to fulfill the whole requirement of the consumer.
This thesis will help HDFC to retain and sustain maximum share in the local market
also to have a deep focus on the product mix which company is offering.
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QUESTIONNAIRE
Q-3 Through which source you come know about the products of the bank?
a) Bank b) Friend c) Advertisement
Q-6 Are you satisfied with the product you are using? If not why?
a) Yes b) No
Q-9 If you want to take any other product, which bank will you prefer?
a) Same bank b) Different bank
Q-11 On which parameter you are highly satisfied with the bank?
a) Bank services b) Employee behavior c) Bank ‘s product
Q-12 If you are facing any problem and bank solve it, you will continue with
this bank?
a) Yes b) No
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Undertaking
This is to inform you that we are not able to complete data analysis because
of non-conformance of dates from Bank. We undertake, we will complete
thesis by the time we have to submit our final thesis.
(Ajay Kumar)
BIBLIOGRAPHY
Books
Sales & Distribution Management; Sem IV
Effective sales management : Vol 1, Edited by K SURESH
Marketing Management SEM -I, ICFAI University.(page no.21,22,23)
Research Methodology Methods & Techniques, Second Edition C
R.KOTHARI.
Magazines
India today(Octuber’07)
India business year book (2007)
Manorma 2007
References
www.google.com
www.hdfc.com
www.jdpower.com
www.bankset.com
www.knowthis.com
www.whatabout.com
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