A

SUMMER TRANING REPORT

ON
Customer Satisfaction
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
(2013-15)
SUBMITTED TO:

SUBMITTED BY:

Mr. Akhilesh Mishra

Aastha Jindal

(Assistant Prof. Deptt. Of Management Studies)

MBA-13374

DEPARTMENT OF MANAGEMENT STUDIES

PANIPAT INSTITUTE OF ENGINEERING AND TECHNOLOGY
SAMALKHA, HARYANA (INDIA) 132101

AFFILIATED TO KURUKSHETRA UNIVERSITY, KURUKSHETRA

Declaration
I hereby declare that the project entitled Customer Satisfaction undertaken at HDFC Bank
submitted in partial fulfillment of the requirement for the award of the degree in Master in
Business Administration to the Panipat Institute of Engineering And Technology, Samalkha
It is my original work and is not submitted for the award of any other degree or diploma.

Signature of Project Incharge:

Signature of Candidate:

Mr.Akhilesh Mishra

Ms. Aastha Jindal

Mrs. Priyanka Sehgal

(H.O.D of Management Studies)

Dr. K.K Paliwal

(Director)
PIET, Panipat

ACKNOWLEDGEMENTS
As I look back after the completion of my project I feel it would not have been possible without
the guidance. I am very grateful to all the people who have lent their precious time and advice
for rendering this project successful. I take this opportunity to thank them all.
First of all I would like to thank to my HOD MRS. PRIYANKA SEHGAL, Department of
Management studies of PANIPAT INSTITUTE OF ENGINEERING AND TECHNOLOGY, for
extending his support and ensuring that all necessary procedures were completed well before
time.
Secondly, I am grateful to HDFC Bank for giving me an opportunity to undertake this project
in their organization.
I heartily thankful to all the executives of the company for their valuable guidance and for
sharing their experience in completing this project successfully,
I would like to thank my institute guide Mr. Akhilesh Mishra for having given me this
opportunity and for her valuable ever-patient guidance ever endeavoring support, timely help and
constant encouragement and also I am thankful to all faculty members of my institute for their
valuable guidance in completing this project successfully.
I also express thanks to my parents, my family members, and all my friends for their valuable
support in completion of this project successfully.
Last but not least I am thankful to all those people who helped me directly and indirectly.
Aastha Jindal

Preface

Bank is an institution that deals in money and its substitutes and provides crucial financial
services. The principal type of baking in the modern industrial world is commercial banking &
central banking. 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 the private sector, as part of the RBIs 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 is headquartered in Mumbai. The Bank at
present has an enviable network of over 684 branches spread over 315 cities across the country.
All branches are linked on an online real-time basis. Customers in 80 locations are also serviced
through Phone Banking. The Bank's expansion plans take into account the need to have a
presence in all major industrial and commercial centres where its corporate customers are located
as well as the need to build a strong retail customer base for both deposits and loan products.
Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in
the centers where the NSE/BSE have a strong and active member base. The bank also has a
network of over 1605 networked ATM's across these cities. Moreover, all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders can access HDFC Bank's ATM network.

1.1 What is custom er satisfaction?

Customer satisfaction is essential for the survival of any business. The best way to find out
whether customers are satisfied or not is to ask them their opinions about your products and
services, what's most important to them, and then make improvements to those areas that have
the biggest impact on their satisfaction.
Customer satisfaction, however, is when the customer is satisfied with a product/service that
meets the customers needs, wants, and expectations.
The level of satisfaction is determined not only by the quality and type of customer
experience but also by the customers expectations. A customer may be defined as someone who
Has a direct relationship with, or is directly affected by your agency and
Receives or relies on one or more of your agencys services or products.

The ultimate aim of measuring customer satisfaction must be to act on the information gathered,
close the gaps between the customers perception of service and the actual service provided.
An organization with a strong customer service culture places the customer at the centre of
service design, planning and service delivery. Customer centric organizations will:

 Determine the customers expectations when they plan listen to the customer as
they design.
Focus on the delivery of customer service activities value customer feedback when they
measure performance.

Why to Measure Customer Satisfaction?

In todays competitive environment, every organization is trying to attract the
customers by assuring highest degree of satisfaction. Satisfied customers are the main
determinants of success or failure of the business of an organization.
Customer satisfaction measurement helps the organization to know:

How well are the products and services able to meet customer needs and expectations?

How well is the business process working?

Where to make the changes to improve the performance of product or process?

What is the effect of the changes made for improvements?

INTRODUCTION
BANK
Finance is the life blood of trade, commerce and industry. Now-a-days, bank money acts
as the backbone of modern business. Development of any country mainly depends upon the
banking system.
The term bank is derived from the French word Banco which means a Bench or Money
exchange table.
A bank is a financial institution which deals with deposits and advances and other related
services. It receives money from those who want to save in the form of deposits and it lends
money to those who need it.
Oxford Dictionary defines a bank as "an establishment for custody of money, which it
pays out on customer's order."

Features of a Bank:
1. Dealing in Money
Bank is a financial institution which deals with other people's money i.e. money given by
depositors.
2. Individual / Firm / Company
A bank may be a person, firm or a company. A banking company means a company which is in
the business of banking.
3. Acceptance of Deposit
A bank accepts money from the people in the form of deposits which are usually repayable on
demand or after the expiry of a fixed period. It gives safety to the deposits of its customers. It
also acts as a custodian of funds of its customers.

4. Giving Advances
A bank lends out money in the form of loans to those who require it for different purposes.
5. Payment and Withdrawal
A bank provides easy payment and withdrawal facility to its customers in the form of cheques
and drafts, It also brings bank money in circulation. This money is in the form of cheques, drafts,
etc.
6. Agency and Utility Services
A bank provides various banking facilities to its customers. They include general utility services
and agency services.
7. Profit and Service Orientation
A bank is a profit seeking institution having service oriented approach.
8. Connecting Link
A bank acts as a connecting link between borrowers and lenders of money. Banks collect money
from those who have surplus money and give the same to those who are in need of money.
9. Banking Business
A bank's main activity should be to do business of banking which should not be subsidiary to any
other business.
10. Name Identity
A bank should always add the word "bank" to its name to enable people to know that it is a bank
and that it is dealing in money.

1.2 INTRODUCTION
HDFC BANK
HDFC Bank Limited is a major Indian financial services company based in India, incorporated
in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The
Bank was promoted by the Housing Development Finance Corporation, a premier housing
finance company (set up in 1977) of India. HDFC Bank has 1,725 branches and over 5,000
ATMs, in 780 cities in India, and all branches of the bank are linked on an online real-time basis.
The headquarters of HDFC Bank is in Mumbai, India. And its area served is worldwide.

Organizational Goals
HDFCs main goals are to:
a) Develop close relationships with individual households
b) Maintain its position as the premier housing finance institution in the country,
c) Transform ideas into viable and creative solutions.
d) Provide consistently high returns to shareholders.
e) To grow through diversification by leveraging off the Existing client

The subsidiaries of HDFC consist of:

1. HDFC Bank
2. HDFC Mutual Fund
3. HDFC Standard Life Insurance Company
4. HDFC Realty
5. HDFC Chubb General Insurance Company Limited.
6. Credit Information Bureau (India) Limited
7. Other Companies Co Promoted by HDFC
a) HDFC Trustee Company Ltd.
b) GRUH Finance Ltd

c)
d)
e)
f)
g)

HDFC Developers Ltd.

HDFC Venture Capital Ltd.
HDFC Securities Ltd
HDFC Holding Ltd.
Home Loan Services India Pvt. Ltd

HDFC BANK LIMITED PROFILE

BACKGROUND
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 the
private sector, as part of 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.

PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also has
a large corporate client base for its housing related credit facilities. With its experience in the
financial markets, strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

BUSSINESS 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.

AMALGAMATION OF TIMES BANK & CENTURION BANK OF PUNJAB

WITH HDFC BANK

On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank was
formally approved by Reserve Bank of India to complete the statutory and regulatory approval
process. As per the scheme of amalgamation, shareholders of CBOP received 1 share of HDFC
Bank for every 29 shares of CBOP.
The merged entity will have a strong deposit base of around Rs1,22,000 crore and net advances
of around Rs89,000 crore. The balance sheet size of the combined entity would be over
Rs1,63,000 crore. The amalgamation added significant value to HDFC Bank in terms of
increased branch network, geographic reach, and customer base, and a bigger pool of skilled
manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (another new
private sector bank promoted by Bennett, Coleman & Co. / Times Group) was merged with
HDFC Bank Ltd., effective February 26, 2000. This was the first merger of two private banks in

the New Generation Private Sector Banks. As per the scheme of amalgamation approved by the
shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received
1 share of HDFC Bank for every 5.75 shares of Times Bank.

DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. As on December 31, 2009, the Bank has a network of
1725 branches in 771 cities across India. All branches are linked on an online real-time basis.
Customers in over 500 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 centres, where its corporate customers are located, as well as the need to build a
strong retail customer base for both deposits and loan products. Being a clearing / settlement
bank to various leading stock exchanges, the Bank has branches in centres where the NSE / BSE
have a strong and active member base.
The Bank also has a network of 3898 ATMs across India. 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.

MANAGEMENT
Name
C M Vasudev
Harish Engineer
Renu Karnad
Pandit Palande
Bobby Parikh
Aditya Puri
Paresh Sukthankar
Ashim Samanta
Partho Datta

Designation
Chairman / Chair Person
Executive Director
Director
Director
Director
Managing Director
Executive Director
Director
Director

Anami N Roy

Director

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. In terms of core
banking software, the Corporate Banking business is supported by Flexcube, while the Retail
Banking business by Finware, both from i-flex Solutions Ltd. The systems are open, scaleable
and

web-enabled.

The Bank has prioritised 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 PROFILE
HDFC Bank caters to a wide range of banking services covering commercial and investment
banking on the wholesale side and transactional / branch banking on the retail side. The bank has
three key business segments:
a) Wholesale Banking
The Bank's target market is primarily large, blue-chip manufacturing companies in the
Indian corporate sector and to a lesser extent, small & mid-sized corporates and agribased businesses. For these customers, the Bank provides a wide range of commercial

and transactional banking services, including working capital finance, trade services,
transactional services, cash management, etc. The bank is also a leading provider of
structured solutions, which combine cash management services with vendor and
distributor finance for facilitating superior supply chain management for its corporate
customers. Based on its superior product delivery / service levels and strong customer
orientation, the Bank has made significant inroads into the banking consortia of a number
of leading Indian corporates including multinationals, companies from the domestic
business houses and prime public sector companies. It is recognised as a leading provider
of cash management and transactional banking solutions to corporate customers, mutual
funds, stock exchange members and banks.
b) Treasury
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalisation of the financial markets in India, corporates need more sophisticated risk
management information, advice and product structures. These and fine pricing on
various treasury products are provided through the bank's Treasury team. To comply with
statutory reserve requirements, the bank is required to hold 25% of its deposits in
government securities. The Treasury business is responsible for managing the returns and
market risk on this investment portfolio.
c) Retail Banking
The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and
delivered to customers through the growing branch network, as well as through
alternative delivery channels like ATMs, Phone Banking, NetBanking and Mobile
Banking.

Mission and Business Strategy

Our mission is to be "a World Class Indian Bank", benchmarking ourselves against international
standards and best practices in terms of product offerings, technology, service levels, risk
management and audit & compliance. The objective is to build sound customer franchises across
distinct businesses. Our business strategy emphasizes the following:

Increase our market share in Indias expanding banking and financial services industry by
following a disciplined growth strategy focusing on quality and not on quantity and

delivering high quality customer service.

Leverage our technology platform and open scale able systems to deliver more products

to more customers and to control operating costs.

Maintain our current high standards for asset quality through disciplined credit risk

management.
Develop innovative products and services that attract our targeted customers and address

inefficiencies in the Indian financial sector.

Continue to develop products and services that reduce our cost of funds.
Focus on high earnings growth with low volatility.

Board of Directors:
Mr. Jagdish Capoor

Chairman/Chair Person

Mr. Aditya Puri

Managing Director

Mr. Keki M. Mistry

Director

Mr. Arvind Pande

Director

Mr.Ashim Samanta

Director

Mr gautam divan

Director

Ms Renu Karnad

Director

Mr. C.M. Vasudev

Director

Dr. Pandit Palande

Director

Mr. Harish Engineer

Exec. Director

Mr. Paresh Sukhtankar

Ex. Divn.

ExeIcutive Vice-President (Legal) & Co. Secretary

Mr. Sanjay B.Dongre
Auditors
M/s Haribhakti & Co.
Chartered Accountant
Registered Office
HDFC Bank House
Senapati Bapat Marg
Lower Parel
Mumbai 400 013
Tel.:56521000, 66521000
Fax: 24960737
Website:www.hdfcbank.com
Email:investor.heupdesk@hdfcbank.com

PRODUCTS AND SERVICES

1 ) P E R S O N A L B A N K I N G S E R VI C E S

A ) Ac c o u n t s & D e p o s i t s

Loan against Securities

Loan against Property

Savings Account

Commercial Vehicle Finance

Regular Savings Account

Working Capital Finance

Savings Plus Account

Construction Equipment Finance

Savings Max Account

Senior Citizens Account

C) Investments & Insurance

Payroll Salary Account

Regular Salary Account

Mutual Funds

Kid's Advantage Account

Insurance

Pension Saving Bank Account

Bonds

Family Savings Account

Financial Planning
Knowledge Centre

Current Account

Equities & Derivatives

Plus Current Account

Trade Current Account
Premium Current Account

D) Payment Services

Regular Current Account

Apex Current Account

Net Safe

Max Current Account

Prepaid Refill
Bill Pay

B) Loans

Direct Pay
Visa Money Transfer

Personal Loans

E-Monies Electronic Funds Transfer

Home Loans

Excise & Service Tax Payment

Two Wheeler Loans

New Car Loans

E) Access Your Bank - One View

Overdraft against C

Insta Alerts
Mobile Banking

 ATM
Phone Banking
2) WHOLESALE BANKING SERVICES
Funded Services

Corporate Salary a/c

Non Funded Services

Tax Collection

Value Added Services

Financial Institutions

Internet Banking

Mutual Funds

Clearing Sub-Membership

Stock Brokers

RTGS sub membership

Insurance Companies

Fund Transfer

Commodities Business

ATM Tie-ups

Trusts

3) NRI BANKING SERVICES

Rupee Saving a/c

Rupee Current a/c

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

Payment Services
Net Safe

Bill Pay

Insta Pay

Direct Pay

Visa Money

Online Donation

4) HDFC Bank Loans

HDFC Personal Loan

HDFC New Car Loan and Used Car Loan

HDFC Loan Against Shares
HDFC Two Wheeler & Consumer Loan
HDFC Home Loan

Type of Current Account of HDFC Bank

There are six types of current account of HDFC Bank, namely Regular Current Account,
Premium Current Account, Trade Current Account, Plus Current Account, Flexi Current
Account, Max Current Account. But HDFC Bank of Panipat is using only four current
accounts Regular Current Account, Premium Current Account, Trade Current Account,
and Plus Current Account.

Regular Current Account

A Current account is ideal for carrying out day-to-day business transactions. With the
HDFC Bank Regular Current Account, you can access your account anytime, anywhere,
pay using payable at par cheques or deposit cheque at any HDFC bank branch. It also
facilitates FREE NEFT transactions & FREE RTGS collections for faster collections in
your account. Regular Current Account requires you to maintain an average quarterly
balance of only Rs. 10,000.

Features and Benefits :

1) Convenient inter-city banking :
Free anywhere cheque payment
2) Free payments and collections through NEFT
3) Free RTGS collection. RTGS payment @ Rs.25/- per transaction
4) Inter-city Account to accounts funds transfer between HDFC Bank accounts at a
nominal charge of Rs.15/- per transactions
5) Free Demand Drafts (DD) above Rs.100,000/-. Demand drafts up to Rs.50,000/at flat cost of Rs.40/-. DDs above Rs.50,000/- & up to Rs.100,000/- at nominal
cost of Rs.25/- .
6) Free Pay Order (PO) above Rs.100,000/-. Pay Order up to Rs.50,000/- at flat
cost of Rs.40/-. POs above Rs.50,000/- & up to Rs.100,000/- at nominal cost of
Rs.25/- .

7) Free Pay Order (PO) above Rs.100,000/-. Pay Order up to Rs.50,000/- at flat
cost of Rs.40/-. POs above Rs.50,000/- & up to Rs.100,000/- at nominal cost of
Rs.25/8) Payable at par cheque book at nominal price.
9) Register for Insta Alert service and receive updates on your account as and when
the select transaction happens - all this without visiting the branch or ATM!
10) HDFC Bank offers you Doorstep Banking, a channel, which is convenient, secure
and hassle-free. Now, you can enjoy the benefits of banking right at your
doorstep. The Bank will arrange to render the services like Cash & Cheque
Pickup and Cash Delivery, through a reputed agency.
11) Enjoy facilities like 24-hour Phone Banking, Net

Banking and

Mobile

Banking that helps you check your balance & transaction details, find out the
status of your cheque or stop cheque payment.

Premium Current Account

You can avail benefits of inter-city banking account with Premium Current Account that
requires an average quarterly balance of only Rs. 25,000 offers Payable-At-Par cheque
book facility & FREE inter-city clearing transactions across our network up to Rs.15
Lacks per month. A Current Account with the benefits of accessing your account from a
large network of branches, and through direct access channels - the phone, mobile,
Internet and through the ATM.

Features and Benefits:

1) Free anywhere collection & payment within HDFC Bank branch network (except
Dahej), up to Rs.15 lacs per month, incremental amount to be charged @ Rs.1.50
2)
3)
4)
5)

per Rs.1,000/-, min Rs.25/Free NEFT Transactions

Free RTGS collection. RTGS payment @ Rs.25/- per transaction.
Free Inter-city Account to accounts funds transfer between HDFC Bank accounts.
Free Demand Drafts (DD) above Rs.100,000/-. Demand drafts up to Rs.50,000/at flat cost of Rs.40/-. DDs above Rs.50,000/- & up to Rs.100,000/- at nominal

cost of Rs.25/- and can be issued from any HDFC Bank Branch
6) Free Pay Order (PO) above Rs.100,000/-. Pay Order up to Rs.50,000/- at flat
cost of Rs.40/-. POs above Rs.50,000/- & up to Rs.100,000/- at nominal cost of
Rs.25/- and can be issued from any HDFC Bank Branch .
7) 100 "At Par" cheque leaves free per month
8) Register for Insta Alert service and receive updates on your account as and when
the select transaction happens - all this without visiting the branch or ATM!
9) HDFC Bank offers you Doorstep Banking*, a channel, which is convenient,
secure and hassle-free. Now, you can enjoy the benefits of banking right at your

doorstep. The Bank will arrange to render the services like Cash & Cheque
Pickup and Cash Delivery, through a reputed agency
10) Enjoy facilities like 24-hour Phone Banking, Net Banking and Mobile Banking to
access your account

Trade Current Account

HDFC Bank Trade Current Account gives you the power of inter-city banking with a
single account. From special cheques that get treated at par with local ones in any city
where we have a branch, to free account to account funds transfer between HDFC Bank
accounts, to free inter-city cheque collection (through clearing) of up to Rs. 35 lakhs per
month, our priority services have become the benchmark for banking efficiency. Trade
Current Account requires you to maintain an average quarterly balance of Rs. 40,000.

Features and Benefits:

1) Free Account to account funds transfer between HDFC Bank accounts.
2) Free RTGS/NEFT Transactions.
3) Free up to 30 Demand Drafts (DD) per month and can be issued from any HDFC
Bank Branch.
4) Free up to 30 Pay Orders (PO) per month and can be issued from any HDFC
Bank Branch.
5) Free anywhere cheque collection within HDFC Bank branch network (except
Dahej), up to Rs.35 lacs per month.
6) Free Outstation Cheque Collection through Speed Clearing (for instruments with
value upto Rs. 1 lac).
7) Convenience to withdraw & deposit cash at all our branches
8) 200 "At Par" cheque leaves per free month . Free at par cheque payments across
all HDFC Bank locations for unlimited value.
9) Register for Insta Alert service and receive updates on your account as and when
the select transaction happens - all this without visiting the branch or ATM!
10) HDFC Bank offers you Doorstep Banking, a channel, which is convenient, secure
and hassle-free.
11) Enjoy facilities like 24-hour Phone Banking, Net Banking and Insta Query that
helps you check your balance & transaction details, find out the status of your
cheque or stop cheque payment.

Plus Current Account

In today's fast-paced world, your business regularly requires you to receive and send
funds to various cities in the country. From special cheques that get treated at par with
local ones in any city where we have a branch, faster collection of outstation cheques
(payable at branch locations), free account to account funds transfer between HDFC
Bank accounts to Free inter-city cheque collection (clearing) of up to 75 lakhs per month.
Plus Current Account requires you to maintain an average quarterly balance of Rs.
100,000.

Features and Benefits:

1)
2)
3)
4)

Free Account to account funds transfer between HDFC Bank accounts

Free payment and collection through RTGS
Free payment and collection using NEFT
Free up to 50 Demand Drafts per month and can be issued from any HDFC Bank

Branch
5) Free up to 50 Pay Orders (PO) per month.
6) Free anywhere cheque collection (clearing) within HDFC Bank branch network
(except Dahej), up to Rs.75 lacs per month
7) Free Outstation Cheque Collection through Speed Clearing (for instruments with
value upto Rs. 1 lac).
8) Convenience to withdraw & deposit cash at all our branches
9) 300 "At Par" cheque leaves free per month. Free at par cheque payments across
all HDFC Bank locations for unlimited value
10) Free Cash Deposit upto Rs.10 lacs per month across all HDFC Bank Branches in
your city. What's more, Cash Deposit at HDFC Bank branches in other cities is
also free upto Rs.2 lacs per month.
11) Register for Insta Alert service and receive updates on your account as and when
the select transaction happens - all this without visiting the branch or ATM!
12) HDFC Bank offers you Doorstep Banking, a channel, which is convenient, secure
and hassle-free.

1.3 PROBLEMS OF THE ORGANIZATION

1) Organization is not aware of level of satisfaction of the existing customers.

2) Customers are switching to other banks.

3) In some Current Account there are very low transactions of funds.
4) Organization is not aware that for what reasons customer prefers this bank.
5) Organization wanted to know that customer is aware of the extra services or not.

1.4 COMPETITION INFORMATION

HDFC Banks main competitors are as follows:-

1) Axis Bank Ltd.

Axis Bank Limited, formerly UTI Bank, is a financial services firm that had begun
operations in 1994, after the Government of India allowed new private banks to be
established. The Bank's Registered Office is at Ahmadabad and its Central Office is
located at Mumbai. Axis Bank one of the largest private sector financer in India for
Agriculture loans.

2) ICICI Bank Ltd.

ICICI Bank Limited also known as Industrial Credit and Investment Corporation of India
Bank is the second largest financial service company headquartered at Mumbai, India.
The Bank has a network of 2,533 branches and 6,601 ATMs in India, and has a presence
in 19 countries, including India. ICICI Bank was established in 1994 by ICICI Limited,
an Indian financial institution, as a wholly owned subsidiary.

3) Kotak Mahindra.
The Kotak Mahindra group is a financial organization established in 1985 in India. It was
previously known as the Kotak Mahindra Finance Limited, a non-banking financial
company. In February 2003, Kotak Mahindra Finance Ltd was given the license to carry
on banking business by the Reserve Bank of India (RBI). Kotak Mahindra Finance Ltd. is
the first company in the Indian banking history to convert to a bank. Today it has more
than 20,000 employees and Rs. 10,000 crore in revenue.

4) State Bank of India

State Bank of India (SBI) (is the largest Indian banking and financial services company
(by turnover and total assets) with its headquarters in Mumbai, India. It is state-owned.
SBI provides a range of banking products through its vast network of branches in India
and overseas, including products aimed at non-resident Indians(NRIs). The State Bank
Group, with over 16,000 branches, has the largest banking branch network in India. SBI
has 14 Local Head Offices and 57 Zonal Offices that are located at important cities
throughout the country. It also has around 130 branches overseas.

5) Yes Bank Ltd.

YES Bank Limited is an Indian Bank, engaged in providing a range of banking and
financial services. The Banks business segments include Treasury, Corporate/Wholesale
Banking, and Retail Banking, Corporate Finance, Transaction Banking and a host of
other Banking services. It was founded by Rana Kapoor and his partner (Late) Ashok
Kapur, with the duo holding a collective financial stake of 27.16%.

2.1 SIGNIFICANCE OF THE STUDY

The present study is aimed at to know about level of satisfaction of the customers about
the current account of the HDFC Bank. There are large numbers of banks available for
the customer which is a challenge for the company. An attempt has been made to find out
the Customers Level of Satisfaction and their perception towards HDFC Bank. This
study can be benefited as:
1) Company can know about the level of satisfaction of the customers.
2) Company can attract more customers and can increase their sale of current account.
3) Company can beat the competition.
4) Company can satisfy its loyal customers.

2.2 MANAGERIAL USEFULLNESS OF THE STUDY

It will be very useful for the Managers to know the satisfaction level of their
customers. Research has been done to help the managers to take more
qualitative decisions regarding their bank. Some of the usefulness of the
study for managers is:
1) Managers can attract more customers for sale of current account and can
survive in long run.
2) This study can increase more attention of the managers towards its weak
sections.
3) Managers can take qualitative decision more effectively.
4) This study can give actual status of the bank.
5)

The suggestions of the study can help the managers to fight with its

competitors.

2.3 OBJECTIVES OF THE STUDY

To know the customers satisfaction level and their perception towards current
accounts of HDFC Bank.

To know that whether the customer is getting prompt services from the bank or
not.

To know the level of interest of customer towards different products of current

account.

To know the reasons that attracts the customers to be a part of the bank.

To know the customer awareness regarding the Banks extra services.

2.4 SCOPE OF THE STUDY

Competition in banking sector has been growing more and more in last few years. There
is increase in the demand of the savings account, current account, demat account, other
facilities being provided by the bank. Because of increase in earning power of the

customers demand for these facilities is increasing. Many banks are engaged in this sector
which serves tough competition. So, this study will be beneficial for many departments
of the bank which are as follows:

1) SALES DEPARTMENT:
By the help of this study sales department can know about the satisfaction level and
behavior of the customers, and able to know about the competition of the bank. This can
help this department to increase their sales of the current account.

2) MARKETING DEPARTMENT:
Marketing department can know about required information from this study. This study
can know about the customers level of satisfaction and can know about reasons that
attract the customers to be a part of the bank. So this can help the marketing department
to adopt beneficial marketing strategies.

3) HR DEPARTMENT:
In HR Department, HR manager tries to build good relations with his customers. So, this
study will provide the information about level of customer satisfaction towards current
account of the HDFC Bank, which can help to build good relations with the customers.

2.5 RESEARCH METHODOLOGY

This topic describes the methods of the study of the project. Research is a careful
investigation or inquiry especially through search for new facts in branch of
knowledge: market research specifies the information. Research problem is the one which

requires a researcher to find out the best solution for the g i v e n p r o b l e m t h a t i s t o

f i n d o u t t h e c o u r s e o f a c t i o n , t h e a c t i o n t h e o b j e c t i v e s c a n b e obtained
optimally in the context of a given environment.

RESEARCH DESIGN
A framework or blueprint for conducting the research project. It specifies the details of
the procedures necessary for obtaining the information needed to structure and/or solve
research problems.
Define the information needed.
Design the research.
Specify the measurement and scaling procedures.
Construct and present a questionnaire or an appropriate form for data collection.
Specify the sampling process and sampling size.
Develop a plan of data analysis.

Data Collection: The data are collected by the primary and secondary sources both to know the
customers satisfaction level towards Current Account of HDFC Bank.
a) Primary sources:The primary sources are those through which data can be collected by first hand. The
data has been collected directly from respondents with the help of questionnaires and
analysis was done on the basis of response received from the customers. The
questionnaire has been designed in such a manner that the consumers
satisfaction level can be measured easily.
b) Secondary sources:The secondary sources are those through which data can be collected by second hand
or already exists. The data has been collected from internet services, books, etc.

DATA ANALYSIS
The data is analyzed on the basis of suitable tables, graphs, pie charts etc. by using the
mathematical techniques.

AREA OF STUDY
The area of survey is Panipat City.

SAMPLE SIZE
The sample of 100 persons was taken on the basis of convenience.

RESEARCH OBJECTIVE
The objective of research is to study the customers satisfaction level towards current
account of HDFC Bank.

3.1 LITERATURE REVIEW

1) Technical and functional determinants of customer satisfaction in the bank-SME
relationship

Type: Research paper

Author(s): Nicolaus Lundahl, Fatima Vegholm, Lars Silver
Source: Managing Service Quality Volume: 19 Issue: 5 2009

Abstract
Purpose The purpose of this study is to investigate the influence of the technical and
functional dimensions of service management on customer satisfaction in the bank-SME
relationship.
Design/methodology/approach An ordinal logistic regression analysis is used to
examine a total of 221 responses to a questionnaire distributed to small and mediumsized enterprises (SMEs) in Sweden.
Findings Both the technical and the functional dimensions of service management were
shown to correlate with customer satisfaction. Thus, SMEs seem to evaluate their
banking relationship not only on the basis of the effectiveness and quality of banks'
service outcomes but also on the care and manner in which the bankers deliver services.
Research limitations/implications The study shows that relationship variables, such as
personal interaction are a strong determinant for customer satisfaction in the bank-SME

relationship. Hence, there is a need for banks to focus training on understanding the
issues of SMEs on a broader scale rather than solely on the sale of individual products.

2) Corporate social responsibility and bank customer satisfaction: A research

agenda

Type: Conceptual paper

Author(s): Lynette M. McDonald, Sharyn Rundle-Thiele
Source: International Journal of Bank Marketing Volume: 26 Issue: 3 2008

Abstract
Purpose The purpose of this paper is to explore the relationship between corporate
social responsibility (CSR) and customer outcomes.
Design/methodology/approach This paper reviews the literature on CSR effects and
satisfaction, noting gaps in the literature.
Findings A series of propositions is put forward to guide future research endeavours.
Research limitations/implications By understanding the likely impact on customer
satisfaction of CSR initiatives vis--vis customer-centric initiatives, the academic
research community can assist managers to understand how to best allocate company
resources in situations of low customer satisfaction. Such endeavours are managerially
relevant and topical. Researchers seeking to test the propositions put forward in this paper
would be able to gain links with, and possibly attract funding from, banks to conduct
their research. Such endeavours may assist researchers to redefine the stakeholder view
by placing customers at the centre of a network of stakeholders.

Practical implications An understanding of how to best allocate company resources to

increase the proportion of satisfied customers will allow bank marketers to reduce
customer churn and hence increase market share and profits.

3) Ethical issues as competitive advantage for bank management

Type: Research paper

Author(s): Md. Maruf Hossan Chowdhury
Source: Humanomics Volume: 27 Issue: 2 2011

Abstract
Purpose Ethics have always played a crucial role in the realm of business and
commerce. This paper aims to extract the principle factors of ethical practices to develop
a model for competitive advantage in banking and to show the relation between ethical
practice and customer satisfaction and the linked reason for satisfaction as a tool for
competitive advantage.
Design/methodology/approach Based on the literature review, ethical issues in
banking have been identified as a foundation work. Then an empirical study using survey
research has been completed. The survey questionnaire has been designed using the
literature and pilot survey input. Factor analysis has been conducted to derive ethical
factors for competitive advantage from the survey data, which included 186 responses. ?
2 tests were also carried out to show the linked relationship between ethical practice,
customer satisfaction and reason for satisfaction.
Findings From the analysis, two principle factors have been extracted: the cost
leveraging factor; and the value leveraging factor which lead to competitive advantage.
Moreover, it also revealed that high ethical practice results in high customer satisfaction
and performance.

Practical implications This study develops a guideline of competitive advantage for

bank management through ethical practice.

4) Do switching barriers in the retail banking industry influence bank customers in

different age groups differently?

Type: Research paper

Author(s): Goitom Tesfom, Nancy J. Birch
Source: Journal of Services Marketing Volume: 25 Issue: 5 2011

Abstract
Purpose The purpose of this paper is to examine whether switching barriers in the retail
banking industry affect different age groups differently.
Design/methodology/approach Questionnaires were administered to 188 bank
customers of different age groups, measuring their perception of variables related to
relational benefits, switching costs, availability and attractiveness of alternatives, service
recovery and retention.
Findings Results from independent two-sample t-tests and logistic regression support
all five hypotheses, confirming that young and older bank customers differ significantly
in their perception of switching barriers: relational benefits, switching costs, availability
and attractiveness of alternatives, service recovery and the duration of time they intend to
end their relationship with their banks.
Research limitations/implications This study was conducted among employees of two
higher education institutions. Thus, further research needs to test the research results in a
diverse population.

Practical implications Since younger customers are more likely to change their banks
easily, if retail banks want to retain younger customers they need to offer more
meaningful incentives to younger customers than they offer to older customers. In terms
of practice the findings in this research highlight the need for managers to design
different switching barrier packages for each customer age group.
5) Customer satisfaction with services: putting perceived value into the equation
Article type: Research paper
Author(s): Gordon H.G. McDougall, (Professor of Marketing, School of Business and
Economics, Wilfrid Laurier University, Waterloo, Ontario, Canada), Terrence Levesque,
(Professor of Economics, School of Business and Economics, Wilfrid Laurier University,
Waterloo, Ontario, Canada)
Citation: Gordon H.G. McDougall, Terrence Levesque, (2000) "Customer satisfaction
with services: putting perceived value into the equation", Journal of Services Marketing,
Vol. 14 Iss: 5, pp.392 410
Publisher: MCB UP Ltd

Abstract: This research investigated the relationship between three elements core
service quality, relational service quality- and perceived value and customer satisfaction
and future intentions across four services. The results revealed that core service quality
(the promise) and perceived value were the most important drivers of customer
satisfaction with relational service quality (the delivery) a significant but less important
driver. A direct link between customer satisfaction and future intentions was established.
The relative importance of the three drivers of satisfaction varied among services.
Specifically, the importance of core service quality and perceived value was reversed
depending on the service. A major conclusion was that both perceived value and service
quality dimensions should be incorporated into customer satisfaction models to provide a
more complete picture of the drivers of satisfaction.

4.1 SWOT ANALYSIS

STRENGTH:
1) Right strategy for the right products.
2) Superior customer service vs. competitors.
3) Great brand image.
4) High degree of customer satisfaction.

WEAKNESSES:
1) Some gaps in range for certain sectors.
2) Customer service staff needs training.
3) Sectoral growth is constrained by low unemployment levels and competition for staff.

OPPORTUNITIES:
1) Profit margins will be good.
2) Could extend to overseas broadly.
3) Could seek better customer deal.
4) An applied research center to create opportunities for developing techniques to
provide value- added services.

THREATS:
1) Legislation could impact.
2) Great risk involved.
3) Very high competition prevailing in the market.

4.1 What is your Occupation?

Table 4.1
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Business
Profession
Services
Total

92
8
0
100

92%
8%
0%
100%

Percentage of Respondents
100%

92%

80%
Percentage of
Respondents

60%
40%
20%

8%

0%

0%
Business

Profession

Service

Figure 4.1

INTERPRETATION:
According to the above analysis it is concluded that out of sample of 100 people, 92%
respondents were businessman, 8% respondents were having profession and 0%
respondents were serviceman.

4.2 For how long you are a part of HDFC Bank?

Table 4.2
Feedback

No. of Respondents

Percentage of
Respondents (N=100)

Less Than 6 Months

Less Than 1 Year
Less Than 2 Years
More Than 2 Years
Total

20
37
14
29
100

20%
37%
14%
29%
100%

Percentage of respondents
29%

20%

Less Than 6 Months

Less Than 1 year
Less Than 2 Years

14%

37%

More Than 2 Years

Figure 4.2
INTERPRETATION:
The above diagram shows that 20% respondents were a part of bank for less than 6
months, 37% respondents were a part of bank for less than 1 year, 14% respondents were
a part of bank for less than 2 years and 29% respondents were a part of bank for more
than 2 years.

4.3 What are the reasons that attract you to be a customer of the bank?
Table 4.3

Feedback

No. of Respondents

Percentage of
Respondents (N=100)

Its Image
Its Services
Its Product
All Above
Total

40
30
20
10
100

40%
30%
20%
10%
100%

Percentage of respondents
50%
40%
30%
20%
10%
0%
0.5

1.5

2.5

3.5

4.5

Figure 4.3

INTERPRETATION:
The above diagram shows that 40% respondents were attracted to the bank because of its
image, 30% were attracted because of its services, 20% were attracted because of its
products, and 10% were attracted because of all three reasons.

4.4 HDFC Bank is providing 100% satisfaction to customers.

Table 4.4
Feedback

No. of Respondents

Percentage of

Respondents (N=100)
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Total

22
47
29
2
0
100

22%
47%
29%
2%
0%
100%

Percentage of respondents
50%
40%
30%
20%
10%
0%

47%
22%

29%
2%
0%

Percentage Of
Respondents

Figure 4.4
INTERPRETATION:
From the above analysis it is concluded that 22% respondents were strongly agree with
the statement , 47% respondents only agree with the statement, 29% respondents were
neutral, 2% respondents were disagree but no respondent was strongly disagree with the
above statement.

4.5 Are you are satisfied with the features and benefits of the products of
current account?
Table 4.5
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Yes
No
Total

84
16
100

84%
16%
100%

Percentage of Respondents
16%
Yes
No
84%

Figure 4.5

INTERPRETATION:
The above diagram shows that 84% respondents were satisfied with benefits and features
of current account and 16% respondents was not satisfied with benefits and features of
current account of the HDFC Bank.

4.6 Which product of current account you prefer?

Table 4.6
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Regular Current Account

Premium Current Account
Trade Current Account

25
46
15

25%
46%
15%

Plus Current Account

Total

14
100

14%
100%

Percentage of Respondents
50%
40%
30%
20%
10%
0%

25%

46%
15%

14%

Percentage Of
Respondents

Figure 4.6

INTERPRETATION:
From the above analysis it is concluded that most of the respondents preferred Premium
Current Account, 25% respondents preferred Regular Current Account, 15% respondents
preferred Trade Current Account and 14% respondents preferred Plus Current Account.

4.7 Using other bank account than HDFC Bank?

Table 4.7
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Yes
No
Total

56
44
100

56%
44%
100%

Percentage of Respondents
Yes

44%

No

56%

Figure 4.7

INTERPRETATION:
The above diagram shows that 56% respondents were using other bank account than
HDFC Bank and 44% respondents were not using other bank account than HDFC Bank.

4.8 Do you know about extra services being provided by the bank?
Table 4.8
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Yes
No
Total

100
0
100

100%
0%
100%

Percentage of Respondents
Yes
No

Figure 4.8

INTERPRETATION:
From the above analysis it is concluded that all respondents know about extra services
being provided by the bank.

4.9 Which of the following extra services of the bank would you like to
go in for?
Table 4.9
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Phone Banking
ATM
Net Banking
Bill Payment

5
40
5
10

5%
40%
5%
10%

All Above
Total

40
100

40%
100%

Percentage of Respondents
40%

40%
30%
20%
10%
0%

5%

40%

5%

10%

Percentage Of
Respondents

Figure 4.9
INTERPRETATION:
From the above analysis of given sample of 100 respondents , 40% respondents know
about ATM services , 5% respondents know about Phone banking , 5% respondents know
about Net Banking, 10% respondents know about Bill Payment and 40% respondents
know about all services.

4.10 Do you always get prompt services whenever you visit the branch?
Table 4.10
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Always
Often
Sometimes
Rarely
Never
Total

30
34
27
7
2
100

30%
34%
27%
7%
2%
100%

Percentage of Respondents
40%

30%

Always

34%

Often

27%

Sometimes

30%

Rarely

20%

7%

10%

2%

Never

0%
No. Of Respondents

Figure 4.10
INTERPRETATION:
From the above analysis it is concluded that 30% respondents always get prompt services
whenever they visit the branch, 34% respondents often get prompt services and 27%
respondents get sometimes prompt services and 7% get rarely prompt services whenever
they visit the branch and 2% respondents never get prompt services whenever they visit
the branch.

4.11 If another bank provides you same facilities, would you like to
switch to other bank?
Table 4.11
Feedback

No. of Respondents

No, Not At All

I May Consider
Yes, Surely
Cant Say
Total

48
22
2
28
100

Percentage of
Respondents(N=100)
48%
22%
2%
28%
100%

Percentage of Respondents
48%
50%
40%
30%
20%
10%
0%

28%

22%
2%

Percentage Of
Respondents

Figure 4.11
INTERPRETATION:
According to the above analysis, it is concluded that most of the respondents would not
like to switch to other bank and 2% respondents would surely switch to other bank and
28% respondents cant say anything but 22% respondents may consider other bank.

4.12 Would you recommend product of HDFC Bank to others?

Table 4.12
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Definitely
Probably
Might or might not
Probably Not
Definitely Not
Total

48
22
27
3
0
100

48%
22%
27%
3%
0%
100%

Percentage of Respondents
48%

50%
40%
30%
20%
10%
0%

22% 27%
3%

0%

Percentage Of
Respondents

Figure 4.12
INTERPRETATION:
From the above analysis of given sample of 100 respondents, 48% respondents will
definitely recommend product to others, 22% respondents will probably recommend
product to others, 27% respondents will might or might not recommend, 3% respondents
will probably not recommend, but no respondent will definitely not recommend product
to others.

4.13 What is your overall satisfaction rating with HDFC Bank?

Table 4.13
Feedback

No. of Respondents

Percentage of
Respondents(N=100)

Very Dissatisfied
Dissatisfied
Neutral
Satisfied
Very Satisfied
Total

0
2
29
47
22
100

0%
2%
29%
47%
22%
100%

Percentage of Respondents
50%
40%
30%
20%
10%
0%

47%
22%
Percentage Of
Respondents

2%
0%

29%

Figure 4.13
INTERPRETATION:
The above diagram shows that no respondent is very dissatisfied with HDFC Bank, only
2% respondent is somewhat dissatisfied with the bank, 29% respondents were neutral and
47% respondents were somewhat satisfied and 22% respondents were very satisfied with
the HDFC Bank.

5.1 CONCLUSION

1) It is concluded that out of sample of 100 people, 92% respondents were businessman,
8% respondents were having profession and 0% respondents were serviceman.
2) It is concluded that 20% respondents were a part of bank for less than 6 months, 37%
respondents were a part of bank for less than 1 year, 14% respondents were a part of bank
for less than 2 years and 29% respondents were a part of bank for more than 2 years.
3) It is concluded that 40% respondents were attracted to the bank because of its image,
30% were attracted because of its services, 20% were attracted because of its products,
and 10% were attracted because of all three reasons.
4) It is concluded that 22% respondents were strongly agree with the statement , 47%
respondents only agree with the statement, 29% respondents were neutral, 2%
respondents were disagree but no respondent was strongly disagree with the statement.
(HDFC Bank is providing 100% satisfaction)
5) It is concluded that 84% respondents were satisfied with benefits and features of
current account and 16% respondents was not satisfied with benefits and features of
current account of the HDFC Bank.
6) It is concluded that most of the respondents preferred Premium Current Account, 25%
respondents preferred Regular Current Account, 15% respondents preferred Trade
Current Account and 14% respondents preferred Plus Current Account.
7) It is concluded that 56% respondents were using other bank account than HDFC Bank
and 44% respondents were not using other bank account than HDFC Bank.
8) It is concluded that all respondents know about extra services being provided by the
bank.
9) It is concluded that out of given sample of 100 respondents , 40% respondents use
ATM services , 5% respondents use Phone banking , 5% respondents use Net Banking,
10% respondents use Bill Payment and 40% respondents use all services.
10) It is concluded that 30% respondents always get prompt services whenever they visit
the branch, 34% respondents often get prompt services and 27% respondents get

sometimes prompt services and 7% get rarely prompt services whenever they visit the
branch and 2% respondents never get prompt services whenever they visit the branch.
11) It is concluded that most of the respondents (48%) would not like to switch to other
bank and 2% respondents would surely switch to other bank and 28% respondents cant
say anything but 22% respondents may consider other bank.
12) It is concluded out of given sample of 100 respondents, 48% respondents will
definitely recommend product to others, 22% respondents will probably recommend
product to others, 27% respondents will might or might not recommend, 3% respondents
will probably not recommend, but no respondent will definitely not recommend product
to others.
13) It is concluded that no respondent is very dissatisfied with HDFC Bank, only 2%
respondent is somewhat dissatisfied with the bank, 29% respondents were neutral and
47% respondents were somewhat satisfied and 22% respondents were very satisfied with
the HDFC Bank.

5.2 FINDINGS OF THE STUDY

CONSUMER RESEARCH:

Consumer research deals with consumer and their problem and solution to the problem.
In this I came to know about the consumers need and expectation levels regarding
products and ascertainable levels of consumer satisfaction.

PRODUCT RESEARCH:
Under product research I came to know about the modification which consumers want so
the features and benefits of the product of the current account.
OTHER FINDINGS:
1) Out of 100 respondents, most of the respondents were a part of the bank for less
than 1 year.
2) Most of the respondents were attracted to the bank because of its image.
3) Most of the respondents were agree that HDFC Bank is providing 100%
satisfaction.
4) Only 84% respondents were satisfied with benefits and features of current account
of the HDFC Bank.
5) Most of the respondents preferred Premium Current Account.
6) 56 respondents were using other bank account than HDFC Bank and 44
respondents were not using other bank account than HDFC Bank.
7) All customers are aware of extra services offered by HDFC Bank.
8) Most of the respondents are go in for ATM services
9) It is concluded that most of the respondents would not like to switch to other
bank.
10) Most of the respondents will definitely recommend product to others.
No respondent is very dissatisfied with HDFC Bank, and most of the respondents were
somewhat satisfied with the HDFC Bank.

5.3 LIMITATIONS OF THE STUDY

All efforts have been made to present a true picture of the satisfaction level of customers
towards Current Account of HDFC Bank, but there are certain limitations to be kept in
mind while going through the report.

1) SAMPLE SIZE:The size of samples greatly affects the survey results, but the size may not be
substantial, may be too short for the conduct of survey in market.

2) TIME:Time constraints were a great barrier as the work was to be completed in a given time
period.

3) INFORMATION MAY BE BAISED:Respondents answer may be biased; it may be influenced by other factors such as
advertisements, brand ambassador, family members, relatives etc.

4) LIMITED AREA OF STUDY:The area of study is also greatly affecting the study done; this study is done in limited
area only in Panipat city.
11)

5.4 SUGGESTIONS

1) Bank should try to retain the loyal customers.

2) Bank should try to attract customers by its services and products.
3) Bank should try to change the perception of the customers in a positive way that it
provides 100% satisfaction to its customers.

4) The bank should enhance their services according to the needs of the customer so
that they can be satisfied with benefits and features of the current account.
5) Bank should satisfy the customer in such a way that they could not switch to other
bank.
6) Bank should focus on net banking and phone banking.
7) The bank should make its procedures less time consuming.
8) Bank should try to satisfy its customers in overall performance.

QUESTIONNAIRE

Ques1. For how long you are a part of HDFC Bank?

Less than 6 months
Less than 1 year

Less than 2 years

More than 2 years

Ques2. What are the reasons that attract you to be a customer of the bank?
Its Image
Its Services
Its Products
All Above

Ques3. HDFC Bank is providing 100% satisfaction to customers.

Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Ques4.

Are you are satisfied with the features and benefits of the products of current

account?
Yes
No

Ques5. Which product of current account you prefer?

Regular Current Account

Premium Current Account

Trade Current Account
Plus Current Account

Ques6.

Using other bank account than HDFC Bank?

Yes
No

Ques7.

Do you know about extra services being provided by the bank?

Yes
No

Ques8. Which of the following extra services of the bank would you like to go in for?
Phone Banking
ATM
Net Banking
Bill Payment
All Above

Ques9.

Do you always get prompt services whenever you visit the branch?
Always
Often
Sometimes
Rarely
Never

Ques10. If another bank provides you same facilities, would you like to switch to other
bank?
No, not at all
I may consider
Yes, surely
Cant say

Ques11. Would you recommend product of HDFC Bank to others?

Definitely
Probably
Might or might not
Probably Not
Definitely Not

Ques12. What is your overall satisfaction rating with HDFC Bank?

Very Dissatisfied
Somewhat Dissatisfied
Neutral
Somewhat Satisfied
Very Satisfied

PERSONAL INFORMATION:NAME

:-

CONTACT NUMBER

:-

ADDRESS

:-

OCCUPATION

:-

1) Business

2) Profession

3) Service

6.1 BIBLIOGRAPHY

1) www.hdfcbank.com
2) www.scribed.com
3) www.google.co.in
4) www.hdfcbank.com/personal/prd_glance.htm
5) http://en.wikipedia.org/wiki/Yes_Bank
6) http://en.wikipedia.org/wiki/State_Bank_of_India
7) http://en.wikipedia.org/wiki/Kotak_Mahindra_Bank
8) http://en.wikipedia.org/wiki/Axis_Bank
9) http://en.wikipedia.org/wiki/ICICI_Bank
10)
http://www.hdfcbank.com/personal/accounts/current_accounts/plus_current_account/plus
_acc.htm
11)
http://www.hdfcbank.com/personal/accounts/current_accounts/trade_current_account/tra
de_acc.htm
12)
http://www.hdfcbank.com/personal/accounts/current_accounts/premium_current_account
/premium_acc.htm
13)
http://www.hdfcbank.com/personal/accounts/current_accounts/regular_current_account/r
egularcc_acc.htm
14) Kotler, P., Marketing Management, South Asian Perspective 12th Edition, 2007,
Dorling Kindersley (India) Pvt.Ltd, New Delhi pp-45-57.

15) ICMR, Marketing Management IFCAI University, 2004, Banjara Hills,

Hyderabad.