MANAGEMENT

THESIS

PRESENTED BY :- MUDASIR SHOWKAT

 TITTLE
CUSTOMER SATISFACTION ON THE PRODUCTS & SERVICES PROVIDED
BY
HDFC BANK
 TABLE OF CONTENT
• Introduction
• Profile
• Product & Services
• Objective
• Methodology
• Limitations
• Findings & Analysis
• Conclusion
 INTRODUCTION
• Customer satisfaction is generally described as the
full meeting of one’s expectations (Oliver, 1980).

• Customer satisfaction is the feeling or attitude of a

customer towards a product or service after it
has been used.

• For instance, if customers are satisfied with a

particular service offering after its use,then they are
likely to engage in repeat purchase
 HDFC BANK
• The Housing Development Finance Corporation Limited .

• First Bank receive an 'in principle' approval from the

Reserve Bank of India (RBI) to set up a bank in the private
sector 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
 Services
• Whole sale banking

• Retail banking

• NRI banking
 Products
• Whole sale Banking:-
mutual funds , stock brockers , Insurance, commodity &
financial institutions.

• Retail banking:-
Loan products, deposit products, cards, payment services &
access to bank.

• NRI:- Remittance services

 Objective
• The objective of this study is to determine the customers’
satisfaction level on the products & services provided
by HDFC BANK
 Methodology
• First, a literature review was undertaken to identify what
parameters to consider with respect to customer satisfaction
in the banking industry.
• Second, In order to conduct this study report both primary &
secondary data have been utilized.
• The secondary data have been collected from published
literature, journals, company information (web links), other
related sources, etc.
• The primary data have been obtained using a structured
questionnaire containing 15 questions representing the five
dimensions of customer satisfaction measurement. (based on
Likert scale)
Findings & Analysis
SPSS Analyzed Data
Age
Gender
Profession
Overall Satisfaction
Satisfaction on Gender basis
Age Basis
 Limitations
• The report have to be conducted within a limited time frame.
• The study is self financed.
• Only selected Branches have been considered for the study.
• Samples will be selected conveniently.
• For the convenient of study non probability samples will be
used.
• Amateur user of SPSS software will be Data Analysis;
• The sample size will not represent the total population
 Conclusion
• From the analyses, it is evident that 47 % of customers are
satisfied , among which 17% are strongly satisfied with the existing
services provided by HDFC ANK. 6% customers were those who
are having accounts with HDFC Bank but they don’t know which services
HDFC Bank is providing

• In spite of this fact, it has been observed that many customers are
not aware of all sort facilities provided by HDFC BANK.

• As only 47% customers are discovered to be loyal. This is the area where the
organization can improve in near future.

• Though this study can’t provide conclusive evidence to determine

particular courses of action and further research will be required
to provide conclusive evidence.
 Recommendations
• The Management of HDFC Bank should conduct more product & services
awareness campaign.

• The HDFC BANK Management should critically evaluate the deviation

in means in order to create balance in all dimensions of customer
satisfaction measurement tools.

• They should increase the level of providing personal attention to

individual customers.

• But the management of HDFC BANK should consider the findings and
take all necessary steps for further research