customer satisfactiob hdfc

8/2/2019 Customer Satisfactiob Hdfc

1/66

SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION REGARDING HDFC BANK

SUBMITTED TO

In the partial fulfillment of the Degree requirement towards the

MASTER OF BUSINESS ADMINISTRATION (MBA)

SESSION (2008-2010)

Submitted By: Faculty Guide:

VARUN BAWA Sr. Lect. Arti Mehta

MBA-(3rd sem) CTIMIT

Roll No. 81407317174 Jalandhar

CT INSTITUTE OF MANAGEMENT AND IT

1


2/66


3/66

GUIDERS CERTIFICATE

This is to certify that the survey entitled, CUSTOMER SATISFACTION

REGARDING HDFC BANK submitted in partial fulfillment of the requirement for

the award of degree of Masters of Business Administration (MBA) from Punjab

Technical University, Jalandhar is a bonafide summer training project work carried

out by VARUN BAWA, under my supervision and guidance and to the best of my

knowledge and information, no part of summer training project work has been

submitted for any other degree or diploma.

Sr. Lect. Arti Mehta

CTIMITJalandhar

3


4/66

Acknowledgement

This project report bears the imprint of those who had rendered their wholehearted support

and encouragement without whose help this effort of mine would be in vain. I express my

deep sense of gratitude and sincere thanks to my project guide Sr.Lect. Arti Mehta for his

directions, suggestion and information provided which were of utmost importance for the

successful completion of the project. I am also thankful to Mr. Rajiv Bhatia for his proper

guidance. I thankful to the employees of HDFC Bank for assisting me in the timely

completion of project.

At last, I also thank to my family and my friends those helped me in my training

period and in the completion of project.

VARUN BAWA

4


5/66

PREFACE

Without practical training, management education is meaningless so long with the theory;

practical training is provided to management students to expose them to the actual working

environment of any organization. Such training provides a framework of knowledge

relating to the concepts and practices of the assigned topics in the organization.

The summer training is an integral part of the course curriculum of Master of Business

Administration (M.B.A. 3rd). In this the student is in the position to analyze the integral

working of an organization with mature eyes and understand the dynamics in a much better

manner.

This particular project has been conducted at HDFC Bank. In the first phase of the research

project, there is a introduction of Banking, company profile and products of HDFC Bank

are given. After that a market research is performed with a sample size of 100 people. The

research study was limited to Gurdaspur. Here, in my survey, I have contacted the

respondents through personal interviews with the help of questionnaires.

The main objective of the research is to know the customer satisfaction level and their

perception regarding HDFC Bank and to know the customer awareness regarding theHDFC Banks products.

HDFC Bank should lay more stress on advertisements, both in print as well as in other

media. Opening up the sector will certainly mean new products, better packaging and

improved customer service. Both new and existing players will have to explore new

distribution and marketing channels. Potential buyers for most of Banks lie in the middle

class. Competitors must segment the market carefully to arrive at appropriate products and

pricing. Recognizing the potential, in the past three years, the nationalized Banks have

already begun to target niches like pensions, women, children and rural peoples.

5


6/66

EXECUTIVE SUMMARY

The report contains the organizational study done at HDFC Bank. The report title is

CUSTOMER SATISFACTION REGARDIND HDFC BANK.

The report gives an overview of the banking Sector and company profile. And awareness of

customers about different types of products and services offered by HDFC Bank.

This study was conducted to find out the customer satisfaction regarding HDFC bank.

The methodology adopted for the study was through a structured questionnaire, which is

targeted to the different persons in Gurdaspur. For this purpose sample size of 100 was

taken. The data collected from the different persons was analyzed thoroughly and presented

in the form of charts and tables.

HDFC must advertise regularly and create brand value for its products and services. Most

of its competitors like ICICI, Axis, kotak Mahindra and nationalized banks use television

advertisements to promote their products. The Indian consumer has a false perception about

private banks they feel that it would not safe.

Safety and returns are the two main reasons people invest in banks. On the whole HDFC

bank is a good place to work at. Every new recruit is provided with extensive training on

the products of HDFC. This training enables an advisor/sales manager to market the

policies better. The company should try to create awareness about itself in India. . With an

improvement in the sales techniques used, a fair bit of advertising and modifications to the

existing product portfolio, HDFC would be all set to capture the banking market in India as

it has around the globe.

6


7/66

CONTENTS

Sr. No. Subject Covered Page No.

1 Introduction to the study 1

2 Introduction to the Banking 2

3 History of Banking in India 3-4

4 Banking structure in India 5

5 Indian Banking Industry 6

6 Upcoming Foreign Banks in India 7

7 HDFC BANK 8

8 Company Profile 9-10

9 Key Executives 11

10 Technology used in HDFC Bank 12

11 Products and customer segments 13-16

12 Business strategy 17

13 Inside HDFC Bank 18-22

14 Human resource 23

15 Rupees earned-Rupees spend 24

16 Recent development 25-26

17 Achievements in 2009 28

18 SWOT Analysis 29-30

19 Objectives 31

20 Research methodology 32-33

7


8/66

21 Data analysis & interpretation 34-51

22 Findings 52

23 Suggestions 53

24 Limitations 54

25 Conclusion 55

26 Bibliography 56

INTRODUCATION TO THE STUDY

8


9/66

What is customer satisfaction?

Customer satisfaction refers to how satisfied customers are with the products or servicesthey receive from a particular agency. The level of satisfaction is determined not only bythe 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.

Customers in human services are commonly referred to as service users, consumers orclients. They can be individuals or groups. An organization with a strong customer serviceculture 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 asthey design.

Focus on the delivery of customer service activities value customer feedback whenthey measure performance.

Why is it important?

There are a number of reasons why customer satisfaction is important in Banking Sector:

Meeting the needs of the customer is the underlying rationale for theexistence of community service organizations. Customers have a right toquality services that deliver outcomes.

Organizations that strive beyond minimum standards and exceed theexpectations of their customers are likely to be leaders in their sector.

Customers are recognized as key partners in shaping service developmentand assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on organizationalperformance are valuable tools for quality and continuous service improvement.

INTRODUCATION TO BANKING

9


10/66

Banking means accepting the deposits from the customers for lending to the needy and

extending the other services as to issue of dd etc.nowadays after introduction of private

sector banks the banks have become a profit centre and the functions become changed

and now banks are doing the insurance and mutual funds also. but nationalised banks

are still service oriented in extending loans for Education loan, and rural development

activities.

A Bankis an organization which lends money to the borrowers for a purposeful task,

and provides a facility to deposit and withdraw money when needed and charge for it.

HISTORY OF BANKING IN INDIA

10


11/66

Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan andBengal Bank. The East India Company established Bank of Bengal (1809), Bank ofBombay (1840) and Bank of Madras (1843) as independent units and called it Presidency

Banks. These three banks were amalgamated in 1920 and Imperial Bank of India wasestablished which started as private shareholders banks, mostly Europeans shareholders.In 1865 Allahabad Bank was established and first time exclusively by Indians, PunjabNational Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,and Bank of Mysore were set up. Reserve Bank of India came in 1935.During the first phase the growth was very slow and banks also experienced periodicfailures between 1913 and 1948. There were approximately 1100 banks, mostly small. Tostreamline the functioning and activities of commercial banks, the Government of Indiacame up with The Banking Companies Act, 1949 which was later changed to BankingRegulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of

India was vested with extensive powers for the supervision of banking in India as theBanking Authority.During those days public has lesser confidence in the banks. As an aftermath depositmobilisation was slow. Abreast of it the savings bank facility provided by the Postaldepartment was comparatively safer. Moreover, fundswere largely given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after independence. In1955, it nationalised Imperial Bank of India with extensive banking facilities on a largescale especially in rural and semi-urban areas. It formed State Bank of India to act as theprincipal agent of RBI and to handle banking transactions of the Union and StateGovernments all over the country.Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19thJuly, 1969, major process of nationalisation was carried out. It was the effort of the thenPrime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the countrywere nationalised.Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980with seven more banks. This step brought 80% of the banking segment in India underGovernment ownership.

The following are the steps taken by the Government of India to Regulate BankingInstitutions in the Country:

1949: Enactment of Banking Regulation Act.1955: Nationalisation of State Bank of India.1959: Nationalisation of SBI subsidiaries.1961: Insurance cover extended to deposits.1969: Nationalisation of 14 major banks.1971: Creation of credit guarantee corporation.

11


12/66

1975: Creation of regional rural banks.1980: Nationalisation of seven banks with deposits over 200 crore.

After the nationalisation of banks, the branches of the public sector bank India rose toapproximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith andimmense confidence about the sustainability of these institutions.

Phase III

This phase has introduced many more products and facilities in the banking sector in itsreforms measure. In 1991, under the chairmanship of M Narasimham, a committee was setup by his name which worked for the liberalisation of banking practices.The country is flooded with foreign banks and their ATM stations. Efforts are being put togive a satisfactory service to customers. Phone banking and net banking is introduced. The

entire system became more convenient and swift. Time is given more importance thanmoney.

The financial system of India has shown a great deal of resilience. It is sheltered from anycrisis triggered by any external macroeconomics shock as other East Asian Countriessuffered. This is all due to a flexible exchange rate regime, the foreign reserves are high,the capital account is not yet fully convertible, and banks and their customers have limitedforeign exchange exposure.

12


13/66

BANKING STRUCTURE IN INDIA

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector

Banks

Private sector

Banks

Foreign Banks

in India

Regional Rural

Bank

(28) (27) (29) (102)

NationalizedBank

Other PublicSector Banks(IDBI)

SBI and itsAssociates

(B) Scheduled Cooperative Banks

Scheduled Urban CooperativeBanks (55)

Scheduled State CooperativeBanks (31)

Here we more concerned about private sector banks and competition among them. Today,there are 27 private sector banks in the banking Sector: 19 old private sector banks and 8new private sector banks. These new banks have brought in state-of-the-art technology andaggressively marketed their products. The Public sector banks are facing a stiffcompetition from the new private sector banks. The banks which have been setup in the1990s under the guidelines Of the Narasimham Committee are referred to as NEWPRIVATE SECTOR BANKS.

INDIAN BANKING INDUSTRIES

13


14/66


15/66

UPCOMING FOREIGN BANKS IN INDIA

By 2009 to 2010 few more names is going to be added in the list of foreign banks in India.This is as an aftermath of the sudden interest shown by Reserve Bank of India pavingroadmap for foreign banks in India greater freedom in India. Among them is the world'sbest private bank by Euro Money magazine, Switzerland's UBS.

The following are the list of foreign banks going to set up business in India:-

Royal Bank of Scotland

Switzerland's UBS US-based GE Capital

Credit Suisse Group

Industrial and Commercial Bank of China

15


16/66

WE UNDERSTAND YOUR WORLD

The Housing Development Finance Corporation Limited (HDFC) was amongst the firstto receive an in principle' approval from the Reserve Bank of India (RBI) to set up abank in the private sector, as part of the RBI's liberalization of the Indian Banking Industryin 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 aScheduled Commercial Bank in January 1995.

HDFC is Indias premier housing finance company and enjoys an impeccable track recordin India as well as in international markets. Since its inception in 1977, the Corporation hasmaintained a Consistent and healthy growth in its operations to remain the market leader inmortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFChas developed significant expertise in retail mortgage loans to different market segmentsand also has a large corporate client base for its housing related credit facilities. With itsexperience in the financial markets, a strong market reputation, large shareholder base andunique consumer franchise, HDFC was ideally positioned to promote a bank in the Indianenvironment.

HDFC Bank began operations in 1995 with a simple mission to be a World Class IndianBank. It realized that only a single minded focus on product quality and serviceexcellence would help us get there. Today, the Bank is proud to say that it is well on itsway towards that goal.

16


17/66

COMPANY PROFILE

STRONG NATIONAL NETWORK

HDFC BANK

HDFC bank ltd provides various financial products and services. It operates in threesegments: Retail Banking, Wholesale Banking, and Treasury. The Retail banking segmentprovides various deposit products, including savings Accounts, current accounts, fixeddeposits, and demat accounts. It also offers Auto, personal, commercial vehicle, home,

gold, and educational loans; loans Against securities and property and health care financeWorking capital finance, construction equipment finance, and warehouse Receipt loans, aswell as credit cards, debit cards, depository, investment Advisory, bill payments, andtransactional services. In addition, this segment Sells third party financial products, such asmutual funds and insurance, as Well as distributes life and general insurance productsthrough its tie-ups with insurance companies and mutual fund houses. The wholesalebanking Segment provides loans, non-fund facilities, and transaction services to largeCorporate, emerging corporate, small and medium enterprise, supply chain, Public sector

17


18/66

undertaking, central and state government departments, and Institutional customers. Itoffers deposit and transaction banking products, Supply chain financing, working capitaland term finance, agricultural loans, and funded non-funded treasury, and foreign exchangeproducts. This segments services include trade services, cash management, and moneyMarket, custodial, tax collection, and electronic banking. In addition, it provides

correspondent bank services to co-operative banks, private banks, foreign banks, andregional rural banks. The Treasury Services segment operates primarily in areas, such asforeign exchange, money market, interest rate trading, and Equities. As of March 31, 2009HDFC bank had a network of 1,142 branches And 3,295 automated teller machines in 528cities in India. The company was founded in 1994 and is based in Mumbai, India.

March 2006 March 2007 March 2008 March 2009

Cities 228 316 327 528

Branches 535 684 761 1142

ATMs 1323 1605 1977 3295

As of March 31, 2008, the Banks distribution network was at 761 Branches and 1977ATMs in 327 cities as against 684 branches and 1,605 ATMs in 316 cities as of March 31,2007. Against the regulatory approvals for new branches in hand, the Bank expects tofurther expand the branch network by around 150 branches by June 30, 2008. During theyear, the Bank stepped up retail customer acquisition with deposit accounts increasing from6.2 million to 8.7 million and total cards issued (debit and credit cards) increasing from 7million to 9.2 million. Whilst credit growth in the banking system slowed down to about22% for the year ended 2008-09, the Banks net advances grew by 35.1% with retail

advances growing by 38.6% and wholesale advances growing by 30%, implying a highermarket share in both segments.

The transactional banking business also registered healthy growth with cash managementvolumes increased by around 80% and trade services volumes by around 40% over theprevious year. Portfolio quality as of March 31, 2008 remained healthy with grossnonperforming assets at 1.3% and net non-performing assets at 0.4% of total customerassets.

18


19/66

KEY EXECUTIVES

Deepak Parekh

Executive Chairman

Aditya Puri

Managing Director, Director, Member of Investors Grievance (Share) Committee, Memberof Fraud Monitoring Committee, Member of Premises Committee, Member of CreditApproval Committee and Member of Risk Monitoring Committee

Adil Patrawala

Chief Operating Officer of HDFC Securities Limited and Whole time Director of HDFC

Securities Limited

Sunil Shah

Managing Director of HDFC Securities Limited and Director of HDFC Securities Limited.

Harish Engineer

Head of Wholesale Banking, Executive Director and Member of Customer ServiceCommittee.

Paresh Sukthankar

Head of Credit, Market Risk & Investor Relations, Executive Director and Member of RiskMonitoring Committee.

Debajeet Das

VP, Treasury

19
http://investing.businessweek.com/research/stocks/people/person.asp?personId=467637&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=467639&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=7407319&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=7407342&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=467637&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=467639&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=7407319&symbol=HDBK.BOhttp://investing.businessweek.com/research/stocks/people/person.asp?personId=7407342&symbol=HDBK.BO


20/66

TECHNOLOGY USED IN HDFC BANK

In the era of globalization each and every sector faced the stiff competition from theirrivals and world also converted into the flat from the globe. After the policy ofliberalization and RBI initiatives to take the step for the private sector banks, more andmore changes are taking the part into it. That are create competition between the privatesector banks and public sector bank. Private sector banks are today used the latesttechnology for the different transaction of day to day banking life. As we know thatInformation Technology plays the vital role in the each and every industry and gives theoptimum return from the limited resources.

Banks are service industry and today it gives the innovative Technology application toBanking industries. HDFC BANK is the leader in the industries and today IT and HDFCBANK together combined they reached the sky. New technology changed the mind of thecustomers and changed the queue concept from the history banking transaction. Todaythere are different channels are available for the banking transactions. There are drasticallychanges seen in the use of Internet banking, in a year 2001 (2%) and in the year 2008(25%). This type of technology gives the freedom to retail customers.

Centralized Processing Units Derived Economies of Scale

Electronic Straight ThroughProcessing

Reduced Transaction Cost

Data Warehousing , CRM Improve cost efficiency, Crosssell

Innovative Technology Application Provide new or superior products

HDFC BANK is the very consistent player in the new private sector banks. New privatesector banks to withstand the competition from public sector banks came up withinnovative products and superior service.

20


21/66

HDFC BANK PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

Auto Loan

Loan AgainstSecurity

Loan AgainstProperty

Personal loan

Credit card

2-wheeler loan

Commercialvehicles finance

Home loans

Retail businessbanking

Tractor loan Working Capital

Finance

ConstructionEquipment Finance

Health CareFinance

Education Loan

Gold Loan

Saving a/c

Current a/c

Fixed deposit

Demat a/c

Safe DepositLockers

Mutual Fund

Bonds

Knowledge Centre

Insurance

General and HealthInsurance

Equity and Derivatives

Mudra Gold Bar

Cards Payment Services Access To Bank

Credit Card

Debit Card

Prepaid Card

NetSafe

Merchant

Prepaid Refill

Billpay

NetBanking

OneView

InstaAlertMobile Banking

ATM

21


22/66

--------------------------------Forex Services

--------------------------------

Product & Services

Trade Services

Forex serviceBranch Locater

RBI Guidelines

Visa Billpay

InstaPay

DirectPay

VisaMoneyTransfer

eMoniesElectronic FundsTransfer

Online Payment ofDirect Tax

Phone Banking

Email Statements

Branch Network

WHOLESALE BANKING

Corporate Small and Medium

Enterprises

Financial Institutions

and Trusts

Funded Services

Non FundedServices

Value AddedServices

Internet Banking

Funded Services

Non Funded Services

Specialized Services

Value added services

Internet Banking

BANKS

Clearing Sub-Membership

RTGS sub membership

Fund Transfer

ATM Tie-ups

Corporate Salary a/c

Tax CollectionFinancial Institutions

Mutual Funds

Stock Brokers

Insurance Companies

Commodities Business

Trusts

22


23/66

BUSINESS MIX

Total Deposits Gross Advances Net Revenue

Retail Wholesale

HDFC Bank is a consistent player in the private sector Bank and have awell balanced product and business mix in the Indian as well as overseasmarkets.

Customer segments (retail & wholesale) account for 84% of Net revenues(FY 2008)

Higher retail revenues partly offset by higher operating and credit costs.

Equally well positioned to grow both segments.

.

23


24/66

NRI SERVICES

Accounts & Deposits Remittances

Rupee Saving a/c

Rupee Current a/c

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

North America

UK

Europe

South East Asia

Middle East

Africa

Others

Quick remitIndia LinkCheque LockboxTelegraphic/ Wire TransferFunds Transfer Cheques/DDs/TCs

Investment & Insurances Loans

Mutual Funds

Insurance Private Banking

Portfolio Investment Scheme

Home Loans

Loans Against Securities Loans Against Deposits

Gold Credit Card

Payment Services Access To Bank

Net Safe

Bill Pay

InstaPay

Direct Pay

Visa Money

Online Donation

Net Banking

One View

InstaAlert

ATM

Phone Banking

Email Statements

Branch Network

24


25/66

BUSINESS STRATEGY

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselvesagainst international standards and best Practices in terms of product offerings,technology, service levels, risk management and audit & compliance. The objective is tobuild sound customer franchises across distinct businesses so as to be a preferred provider

of banking services for target retail and wholesale customer segments, and to achieve ahealthy growth in profitability, consistent with the Bank's risk appetite. Bank is committedto do this while ensuring the highest levels of ethical standards, professional integrity,corporate governance and regulatory compliance. Continue to develop new product andtechnology is the main business strategy of the bank. Maintain good relation with thecustomers is the main and prime objective of the bank.

HDFC BANK business strategy emphasizes the following:

Increase market share in Indias expanding banking and financial servicesindustry by following a disciplined growth strategy focusing on quality and noton quantity and delivering high quality customer service.

Leverage our technology platform and open scaleable systems to deliver moreproducts to more customers and to control operating costs.

Maintain current high standards for asset quality through disciplined credit riskmanagement.

Develop innovative products and services that attract the targeted customers

and address inefficiencies in the Indian financial sector.

Continue to develop products and services that reduce banks cost of funds.

Focus on high earnings growth with low volatility.

25


26/66

INSIDE HDFC BANK

FIVE S, PART OF KAIZEN

WORK PLACE TRANSFORMATION

Focus on effective work place organization

Believe in

Small changes lead to large improvement

Every successful organization has their own strategy to win the race in the competitivemarket. They use some technique and methodology for smooth running of business.HDFC BANK also acquired the Japanese technique for smooth running of work andeffective work place organization.

Five S Part of Kaizen is the technique which is used in the bank For easy and systematicwork place and eliminating unnecessary things from the work place.

BENEFIT OF FIVE S

It can be started immediately. Every one has to participate.

Five S is an entirely people driven initiatives.

Brings in concept of ownership.

All wastages are made visible.

26


27/66

FIVE S Means:-

S-1 SORT SEIRI

S-2 SYSTEMATIZE SEITON

S-3 SPIC-N-SPAN SEIRO

S-4 STANDARDIZE SEIKETSU

S-5 SUSTAIN SHITSUKE

(1) SORT:-

It focuses on eliminating unnecessary items from the work place.

It is excellent way to free up valuable floor space.

It segregates items as per require and wanted.

(2) SYSTEMATIZE:-

Systematize is focus on efficient and effective Storage method.

That means it identify, organize and arrange retrieval.

It largely focuses on good labeling and identification practices.

27

Frequently

Required

Less

FrequentlyRequiredRemove

everything fromworkplace

Junk

Wanted butnot required Junk


28/66

Objective: - A place for everything and everything in its place.

(3) SPIC- n - SPAN:-

Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense ofownership.

(4) STANDERDIZE:-

It focuses on simplification and standardization. It involves standard rules and policies. Itestablish checklist to facilitate autonomous maintenance of workplace. It assignsresponsibility for doing various jobs and decides on Five S frequency.

(5) SUSTAIN:-

It focuses on defining a new status and standard of organized work place. Sustain meansregular training to maintain standards developed under S-4. It brings in self- discipline andcommitment towards workplace organization.

28


29/66

LABELLING ON FILE

FILE NUMBER

SUBJECT

FROM DATE

TO DATE

OWNER

BOX LABEL

For Example

1 / 3 / A / 6

1 Work Station (1)3 Drawer (3)

A - Shelf (A)6 File Number (6)

29


30/66

COLOUR CODING OF FILES

DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others

In the HDFC BANK each department has their different color coding apply on the differentfile. Due to this everyone aware about their particular color file which is coding on it andthey save their valuable time. It is a part of Kaizen and also included in the system of theFive S. Logic behind it that, the color coding is always differentiating the things from thesimilar one.

30


31/66

HUMAN RESOURCES

The Banks staffing needs continued to increase during the year particularly in the retailbanking businesses in line with the business growth. Total number of employees increasedfrom 14878 as of March31, 2006 to 21477 as of March 31, 2007. The Bank continues tofocus on training its employees on a continuing basis, both on the job and through training

programs conducted by internal and external faculty.

The Bank has consistently believed that broader employee ownership of its shares has apositive impact on its performance and employee motivation. The Banks employee stockoption scheme so far covers around 9000 employees.

31


32/66

RUPEE EARNED - RUPEE SPENT

It is more important for every organization to know about from where and where to spent

money. And balanced between these two things rupee earned and rupee spent are requiredfor smooth running of business and financial soundness. This type of watch can controland eliminate the unnecessary spending of business. In this diagram it include both thingsfrom where Bank earned Rupee and where to spent.

HDFC BANK earned from the Interest from Advances 51.14 %, Interest fromInvestment 27.12 %, bank earned commission exchange and brokerage of 15.25 %. Theseare the major earning Sources of the bank. Bank also earned from the Forex andDerivatives and some other Interest Income. Bank spent 39.75 % on Interest Expense,30.27 % on Operating Expense and 14.58 % on Provision. Bank also spent Dividend and

32


33/66

Tax on dividend, Loss on Investment, Tax. As we discuss above that balancing is mustbetween these two for every organization especially in the era of globalization where thereare stiff competition among various market players.

RECENT DEVELOPMENT

The Reserve Bank of India has approved the scheme of amalgamation ofCenturionBank of Punjab Ltd. with HDFC Bank Ltd. with effect from May 23, 2008.

All the branches of Centurion Bank of Punjab will function as branches of HDFC Bankwith effect from May 23, 2008. With RBIs approval, all requisite statutory and regulatoryapprovals for the merger have been obtained.

33


34/66

The combined entity would have a nationwide network of 1167 branches; a strong depositbase of around Rs.1,22,000 crores and net advances of around Rs.89,000 crores. Thebalance sheet size of the combined entity would be over Rs.1,63,000 crores.

Merger with Centurion Bank of Punjab Limited

On March 27, 2008, the shareholders of the Bank accorded their consent to a scheme ofamalgamation of Centurion Bank of Punjab Limited with HDFC Bank Limited. Theshareholders of the Bank approved the issuance of one equity share of Rs.10/- each ofHDFC Bank Limited for every 29 equity shares of Re. 1/- each held in CenturionBank of Punjab Limited. This is subject to receipt of Approvals from the Reserve Bank ofIndia, stock exchanges and other requisite statutory and regulatory authorities. Theshareholders Also accorded their consent to issue equity shares and/or warrants convertibleinto equity shares at the rate of Rs.1,530.13 each to HDFC Limited and/or other

promoter group companies on preferential basis, subject to final regulatory approvals inthis regard. The Shareholders of the Bank have also approved an increase in theauthorized capital from Rs.450 crores to Rs.550 crores.

Promoted in 1995 by Housing Development Finance Corporation (HDFC), India'sleading housing finance company, HDFC Bank is one of India's premier banks providing a

wide range of financial products and services to its over 11 million customers acrosshundreds of Indian cities using multiple distribution channels including a pan-Indianetwork of branches, ATMs, phone banking, net banking and mobile banking. Within arelatively short span of time, the bank has emerged as a leading player in retail banking,wholesale banking, and treasury operations, its three principal business segments. Thebank's competitive strength clearly lies in the use of technology and the ability to deliverworld-class service with rapid response time. Over the last 13 years, the bank hassuccessfully gained market share in its target customer franchises while maintaininghealthy profitability and asset quality.

As on March 31, 2008, the Bank had a network of 761 branches and 1,977 ATMs in 327cities. For the year ended March 31, 2008, the Bank reported a net profit of INR 15.90billion (Rs.1590.2crore),up 39.3%, over the corresponding year ended March 31,2007. As of March 31, 2008 total deposits were INR 1007.69 billion,(Rs.100,769crore) up 47.5% over the corresponding year ended March 31, 2007. Total balance sheetsize too grew by 46.0% to INR 1,331.77 billion (133177 crore). Leading Indian andinternational Publications have recognized the bank for its performance and quality.

34


35/66

Centurion Bank of Punjab is one of the leading new generations Private sector banks inIndia. The bank serves individual consumers, small and medium businesses and large

corporations with a full range of financial products and services for investing, lending andadvice on financial planning. The bank offers its customers an array of wealthmanagement products such as mutual funds, life and general insurance and has establisheda leadership position. The bank is also a strong player in foreign exchange services,personal loans, mortgages and agricultural loans.

Additionally the bank offers a full suite of NRI banking products to Overseas Indians. On29th August 2007, Centurion Bank of Punjab merged with Lord Krishna Bank (LKB), postobtaining all requisite statutory and regulatory approvals. This merger has furtherstrengthened the geographical reach of the Bank in major towns and

cities across the country, especially in the State of Kerala, in addition to its existingdominance in the northern part of the country.

Centurion Bank of Punjab now operates on a strong nationwide franchise of 404 branchesand 452 ATMs in 190 locations across the country, supported by employee base of over7,500 employees. In addition to being listed on the major Indian stock exchanges, theBanks shares are also listed on the Luxembourg Stock Exchange.

35


36/66

ACHIEVEMENT IN 2009

UTI MF-CNBC TV18Financial AdvisorAwards 2009

Best Performing Bank

Business Standard Best

Banker Award

Mr. Aditya Puri, MD, HDFC Bank

Fe Best Bank Awards2009

- Best Innovator of the year award for MD Mr. Aditya Puri- Second Best Private Bank in India- Best in Strength and Soundness Award

Euro money Awards2009

'Best Bank in India'

Economic Times BrandEquity & Nielsen

Research annual survey2009

Most Trusted Brand - Runner Up

Asia Money 2009Awards 'Best Domestic Bank in India'

IBA BankingTechnology Awards2009

'Best IT Governance Award - Runner up'

Global Finance Award 'Best Trade Finance Bank in India for 2009

IDRBT Banking

Technology ExcellenceAward 2008

'Best IT Governance and Value Delivery'

Asian Banker Excellence in RetailFinancial Services

'Asian Banker Best Retail Bank in India Award 2009 '

36
http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23


37/66

SWOT ANALYSIS

STRENGTH

Right strategy for the right

products.

Superior customer service vs.

competitors.

Great Brand Image

Products have required

accreditations.

High degree of customer

satisfaction.

Good place to work

Lower response time with

efficient and effective service.

Dedicated workforce aiming atmaking a long-term career inthe field.

WEAKNESSES

Some gaps in range for certain

sectors.

Customer service staff needs

training.

Processes and systems, etc

Management cover insufficient.

Sectoral growth isconstrained by lowunemployment levels and

competition for staff

37


38/66

Opportunities

Profit margins will be good.

Could extend to overseas broadly.

New specialist applications.

Could seek better customer deals.

Fast-track career development

opportunities on an industry-wide

basis.

An applied research centre to createopportunities for developingtechniques to provide added-valueservices.

Threats

Legislation could impact.

Great risk involved

Very high competition prevailing in

the industry.

Vulnerable to reactive

attack by major competitors

Lack of infrastructure in rural areas

could constrain investment.

High volume/low cost market isintensely competitive.

38


39/66


40/66

RESEARCH METHODOLOGY

Research is a careful investigation or inquiry especially through search for new facts inbranch of knowledge: market research specifies the information. Required to address theseissues: designs the method for collecting information: manage and implements the datacollection process analyses the results and communicates the finding and their implications.

Research problem is the one which requires a researcher to find out the best solution for thegiven problem that is to find out the course of action, the action the objectives can beobtained 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. A good research design lays the foundation for conducting the project.

A good research design will ensure that the research project is conducted effectively and

efficiently. Typically, a research design involves the following components, or tasks:

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 objectives of the project are such that both primary andsecondary data is required to achieve them. So both primary and secondary data was usedfor the project. The mode of collecting primary data is questionnaire mode and sources ofsecondary data are various magazines, books, newspapers, & websites etc.

40


41/66

1. Primary Data:The primary data was collected to measure the customer satisfactionand their perception regarding HDFC Bank. The primary data was collected by means ofquestionnaire 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 satisfactionlevel can be measured and consumer can enter his responses easily.

2. Secondary Data: The purpose of collecting secondary data was to achieve theobjective of studying the recent trends and developments taking place in banking.

Sample size

100 customers were selected.

Sampling Unit

Gurdaspur

Sampling Technique

Convenient sampling.

Analysis and Interpretation

After the data collection, it was compiled, classified and tabulated manually and with helpof computer. Then the task of drawing inferences was accomplished with the help ofpercentage and graphic method.

41


42/66

1. For how long you are part of HDFC Bank?

Response No. of Respondents %age of RespondentsLess than 6 Months 20 20%

Less than 1 Year 37 37%Less than 2 Years 14 14%

More than 2 Years 29 29%

Total 100 100%

20%

37%14%

29%

Less than 6 Months Less than 1 Year

Less than 2 Years More than 2 Years

Interpretation:

From the above graph it is clear that majority of the respondents are part of HDFC Bank

from last one year i.e. 37%; 29% of the respondents are part of HDFC Bank from last morethan 2 years; 20% respondents from 6 months and remaining 14% respondents are part ofHDFC Bank for last two years.

42


43/66

2. What are reasons that attract you to be a customer of the

bank?

Response No. of Respondents %age of RespondentsImage 25 25%

Extra Services 25 25%

Services 45 45%

All of above 5 5%

image0

5

10

15

20

25

30

35

40

45

image

Extra services

services

all of above

Interpretation:

From the above graph it is clear that majority of the respondents i.e. 45% are become partof HDFC Bank because of its services; 25% because of its image; 25% because of its extraservices and rest because of all the three factors.

43


44/66

3. Are you aware of the different services offered by HDFC

Bank?

Response No. of Respondents %age of RespondentsYes 91 91%

No 9 9%

Total 100 100%

91%

9%

Yes No

Interpretation:

From the above graph it is clear that majority of the respondents are aware of products andservices offered by HDFC Bank i.e. 91% and 9% respondents are not aware of servicesoffered by HDFC Bank.

44


45/66

4. Do you know about these following services of the bank?

Response No. of Respondents %age of RespondentsSaving a/c 100 100%

Fixed deposits 100 100%Current a/c 53 53%

Demat a/c 5 5%

Credit cards 25 25%

Mutual funds 16 16%

Loans 95 95%

0

20

40

60

80

100

120

saving a/c

fixed deposits

current a/c

demat a/c

credit cards

mutual funds

loans

Interpretation:

From the above graph it is clear that majority of the respondents are aware of saving a/c &FDs i.e. 100%.53% are aware about current a/c, 5% demat a/c, 25% credit card, 16%mutual fund and 95% are aware of loans.

45


46/66

5. Which of these services are you using?

Response No. of Respondents %age of Respondents

Saving a/c 65 65%Fixed deposits 58 58%

Current a/c 40 40%

Demat a/c 3 3%

Credit cards 0 0%

Mutual funds 10 10%

Loans 47 47%

010203040506070

saving a/c

saving a/c

fixed deposits

current a/c

demat a/c

credit card

mutual funds

loans

Interpretation:

From the above graph it is clear that majority of the respondents are using saving a/c i.e.65%.58% are using FDs, 40% current a/c, 3% demat a/c, 0% credit card, 10% mutual fundand 47% are aware of loans.

46


47/66


48/66


49/66

8. Do you know about the Extra services being provided by the

bank?


No 41 41%

yes

no69%

Interpretation:

From the above graph it is clear that 69% of the respondents are known about theinnovative services and the rest is unknown about it.

49


50/66

9. Which of the following Extra service of the bank would you

like to go in for?


Phone banking 5 5%ATM 60 60%

Net banking 10 10%

Bill payment 10 10%

Non of these 5 5%

All of these 10 10%

0 20 40 60 80

all of thesenon of these

bill payment

net banking

ATM

phone banking

Interpretation:

From the above graph it is clear that 5% of the respondents would like to go for phone

banking, 60% for ATMs, 10% for net banking, 10% for bills payment, 5% dont want anyinnovative services and 10% want all these services.

10. What is your perception about the service of the bank?

50


51/66

Response No. of Respondents %age of RespondentsGood 35 35%

Average 55 55%Poor 10 10%

0

10

20

30

40

50

60

Good

Average

Poor

Interpretation:

From the above graph it is clear that 35% of the respondents found the service of HDFCBank good, 55% found it average and 10% found it poor.

11. Are you satisfied with the dealing of the bank officials?

51


52/66


No 25 25%

To some extent 45 45%

0

5

10

15

20

25

30

35

40

45

Yes

NO

TO someextent

Interpretation:

From the above graph it is clear that 30% of the respondents are satisfied with the dealingof the bank officials, 45% are not fully satisfied and 25% are dissatisfied.

52


53/66

12. Any problem you are facing regarding the bank?


Timeliness 78 78%Customer relationship 12 12%

Infrastructure 10 10%

Others 0 0%

0

10

20

30

40

50

60

70

80

Timeliness

Customer

relationship

Infrastrusture

Other

Interpretation:

From the above graph it is clear that 78% of the respondent facing the problem of

timeliness, 12% customer relationship and 10% of infrastructure.

13. How likely are you to recommend Bank services to a

friend or colleague?

53


54/66

Response No. of Respondents %age of RespondentsVery unlikely 8 8%

Somewhat unlikely 30 30%

Neither likely nor unlikely 17 17%

Somewhat likely 35 35%

Very likely 10 10%

very unlikely

somewhat

unlikely

neither likely

nor unlikely

somewhatlikely

very likely

Interpretation:

From the above graph it is clear that 8% of the respondents are unlikely to recommendthe products of HDFC Bank to their friends and colleagues, 30% said somewhatunlikely, 17% said neither likely nor unlikely, 35% said somewhat likely and 10% saidvery likely.

14. How will you rate the HDFC Bank in maintaining good

customer relationship?

54


55/66

Response No. of Respondents %age of RespondentsGood 20 20%

Average 57 57%

Poor 33 33%

good

Average

bad

Interpretation:

From the above graph it is clear that 20% of the respondents said HDFC Bank is good inmaintaining customer relationship, 57% said it is average and rest 33% said it is poor in themaintenance.

15. What is your overall satisfaction rating with our bank?


55


56/66


57/66


58/66

More stress should give on the advertisement and promotional activities.

The Bank should make some efforts to improving good relationship with customer.

The bank should enhance their services according to the needs of the customer.

The bank makes its procedures less time consuming.

The bank should make effort to aware the customers about their all the extraservices.

LIMITATIONS OF THE STUDY

58


59/66


60/66

CONCLUSION

At the end I would like to conclude that The Indian banking market is growing at anastonishing rate, with Assets expected to reach US$1 trillion by 2010. HDFC bank had a

network of 1,142 branches And 3,295 automated teller machines in 528 cities in India.. The

majority of customers are satisfied. But the bank should target on the rest of the customers

who are not satisfied. The customers are aware about the banks services but the Bank

should try to create more awareness among people. HDFC Bank should lay more stress on

advertisements, both in print as well as in other media for this purpose. Number of

formalities should reduce, as customer feels irritated with lots of formalities and it will save

the time of customer and Bank also.

60


61/66

BIBLIOGRAPHY

www.bnknetindia/com/banking/finance

http://en.wikipedia.org/wiki/bankingfinancialcompany

www.hdfcbank.com

www.hdfcbank/products/finance

www.google.com

www.iloveindia.com.

61
http://www.bnknetindia/com/banking/financehttp://en.wikipedia.org/wiki/bankingfinancialcompanyhttp://www.hdfcbank.com/http://www.hdfcbank/products/financehttp://www.google.com/http://www.bnknetindia/com/banking/financehttp://en.wikipedia.org/wiki/bankingfinancialcompanyhttp://www.hdfcbank.com/http://www.hdfcbank/products/financehttp://www.google.com/


62/66

QUESTIONNAIRE

Name ______________________ Age _______________________

Gender _____________________ Occupation _________________

Annually Income _____________ e-mail _____________________

Address _____________________________________________________

1. For how long you are part of HDFC Bank?

Less than 6 Months ( ) Less than 1 Year ( )

Less than 2 Years ( ) More than 2 Years ( )

2. What are reasons that attract you to be a customer of the bank?

a) its image ( )

b) its service ( )

c) products ( )

d) all of the above ( )

3. Are you aware of the different services offered by HDFC Bank?

Yes ( ) No ( )

62


63/66

4. Do you know about these services of the banking industry?

a) Savings a/c Yes/no

b) Fixed deposits yes/no

c) Current a/cs yes/no

d) Demat a/cs yes/no

e) Credit card yes/no

f) Insurances yes/no

g) Mutual funds yes/no

h) Loans yes/no

5. Which of these products are you using?

a) Savings a/c yes/no

b) Fixed deposits yes/no

c) Current a/c yes/no

d) De-mat a/c yes/no

e) Credit card a/c yes/no

f) Insurance yes/no

g) Mutual finds yes/no

h) Loans yes/no

6. Which of these products are you more interested in?

a) Savings a/c yes/no

B) Fixed deposits yes/no

c) Current a/c yes/no

63


64/66


65/66

9. Which of the following extra service of the banks would you

Like to go in for?

a) Phone banking ( )

b) ATM ( )

c) Net banking ( )

d) Mobile banking ( )

e) Bill payment ( )

f) None of these ( )

g) All of these ( )

10. What is your perception regarding the service of the bank?

a) Good ( )

b) Average ( )

c) Poor ( )

11. Are you satisfied with the dealing of the bank officials?

a. Yes ( )

b. No ( )

c. To some extend ( )

12. Any problem you are facings regarding the bank?Timeliness ( )Customer relationship ( )Infrastructure ( )Others ( )

65


66/66

13. How likely are you to recommend Bank services to a friend or colleague?

(1) Very unlikely ( )(2) Somewhat unlikely ( )(3) Neither likely nor unlikely ( )

(4) Very likely ( )(5) Somewhat likely ( )

14. How will you rate the HDFC Bank in maintaining good customer relationship?(1) Good ( )(2) Average ( )(3) Poor ( )

15. What is your overall satisfaction rating with our company?(1) Very dissatisfied ( )(2) Somewhat dissatisfied ( )(3) Nether satisfied nor dissatisfied ( )(4) Very satisfied ( )(5) Somewhat satisfied ( )

Thanks for participating in the survey.

customer satisfactiob hdfc

Documents