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A INTERIM THESIS ON

“CUSTOMER SATISFACTION
WITH PRODUCT MIX FOR HDFC
BANK WITH TWO PUBLIC
SECTORS BANKS”

BY
(Ajay Kumar)
(2006-08)
(6ND23493)

HDFC BANK (SAHARANPUR BRANCH)


COURT ROAD, SAHARANPUR - 247701
Ms. Preeti Aggarwal
(Branch Manager)

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A INTERIM THESIS ON
“CUSTOMER SATISFACTION
WITH PRODUCT MIX FOR HDFC
BANK WITH TWO PUBLIC
SECTORS BANKS”

BY
(Ajay Kumar)
(2006-08)
(6ND23493)

A interim thesis submitted in partial fulfillment of the


requirement of
THE MBA PROGRAM (Class of 2006-08)

Icfai National College

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CONTENTS

Index Page No.

1. Title 1

2. Topic 2

3. Introduction 4-6

4. Company Profile 7-9

5. Introduction about public sector banks 10-12

6. Purpose of study and Objectives of the study 13

7. Hypothesis 14

8. Research Methodology 15

9. Benefits of the topic to the Bank 16

10. Questionnaire 17

11. Undertaking 18

12. References and Bibliography 19

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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.

A borrower is generally a layman to finance/loan terms used by bankers. We at Finance


India believe that a borrower can get the best deal in loans with relative ease if he knows
all about loan and its terminology. Finance India believes in financial partnership with its
customers with aim to maximize the returns for them and multiply their assets.

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

Chairman Mr. Jagdish Kapoor

Managing Director Mr. Aditya Puri

Branch manager Ms. Preeti Aggarwal

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

HDFC Bank operates in a highly automated environment in terms of information


technology and communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the branch
network and Automated Teller Machines (ATMs). The Bank has made substantial efforts
and investments in acquiring the best technology available internationally, to build the
infrastructure for a world class bank. The Bank's business is supported by scalable and
robust systems which ensure that our clients always get the finest services we offer.
The Bank has priorities its engagement in technology and the internet as one of its key
goals and has already made significant progress in web-enabling its core businesses. In
each of its businesses, the Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market share.

BUSINESS

HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business
segments:

Wholesale Banking Services


Retail Banking Services
Treasury

PRODUCTS MIX OF HDFC

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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.

The eight banking subsidiaries are:


1-State Bank of Bikaner and Jaipur (SBBJ)
2-State Bank of Hyderabad (SBH)
3-State Bank of India (SBI)
4-State Bank of Indore (SBIR)
5-State Bank of Mysore (SBM)
6-State Bank of Patiala (SBP)
7-State Bank of Saurashtra (SBS)
8-State Bank of Travancore (SBT

Punjab National Bank


Punjab National Bank (PNB) was established in 1895 at Lahore. PNB has the distinction
of being the first Indian bank to have been started solely with Indian capital. In 1969,
Punjab National Bank was nationalized along with 13 other banks. Punjab National Bank
serves over 3.5 crore customers and has the largest branch network in India - 4062
branches and 447 extension counters spread all over the country. Punjab National Bank
has achieved many awards and distinctions.

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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.

• To find out the banker customer relationship.

• To find out the rate of interest customer getting from loans.

• To find out does customer satisfied by the service of the bank


.
• To find out how the bank create awareness among customer.

• To find out how the bank increase customer satisfaction.

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RRESEARCH HYPOTHESIS

Hypothesis of research is defined as assumptions to study.


Null hypothesis: No, customer satisfaction is not high in HDFC BANK in comparison
with other banks

(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 Secondary Data

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

Q1 Which bank you prefer most in your city?


a) HDFC b) SBI c) PNB d) other

Q2 Why you prefer this bank?


a) Bank Image b) Facility given by the bank c) other specific feature

Q-3 Through which source you come know about the products of the bank?
a) Bank b) Friend c) Advertisement

Q-4 Which product are you using?


a) Saving a/c b) Credit card c) Personal Loans

Q-5 Why do you choose this product?

Q-6 Are you satisfied with the product you are using? If not why?
a) Yes b) No

Q-7 How long are you using this product form?


a) 0-2 years b) 3-6 years c) 7-15 years

Q-8 Do you have same product of different bank?


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-10 Why for this 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

Q-13 Would you like to suggest about this bank to others?


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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