Submitted ByShubham AgarwalRoll No. R0912011328B.B.A. – Vth Sem. IIIrd Yr.

GuideMrs. Smita Srivastava

• It was incorporated in August 1994.• The Bank was promoted by the Housing

Development Finance Corporation of India. • It has over 2,000 branches & around 5,500 ATMs,

in 996 cities in India. • It is headquartered in Mumbai.• The bank has total assets of Rs.1,006.82 billion and

recently reported a net profit of 3,926.30 crore.• It is one of the Big Four banks of India, along with

State Bank of India, ICICI Bank and Punjab National Bank.

• HDFC Bank deals with three key business segments. - Wholesale Banking Services, Retail Banking Services and Treasury.

• Major chunk of its business come from services like - capital finance, trade services, corporate finance, merchant banking, foreign exchange and derivatives, money markets and debt trading and equity research.

• HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA.

• It was awarded as 'Best Private Bank in India' at the 2010 Global Private Banking Awards.

• To analyse relationship between company’s profitability & customer satisfaction.

• To find out the customer satisfaction level in HDFC Bank & study the customer retention strategies used by the bank.

• To study & analyse the financial statements of HDFC bank with the help of ratios by comparing them with the industry averages.

• With the phenomenal increase in the country's population and the increased demand for banking services, it is imperative for banks to get useful feedback on their actual response time and customers’ service quality perceptions of retail banking, which in turn will help them take positive steps to maintain a competitive edge. This paper helps to study the new generation banks in India.

• Regarding the quality of staff, HDFC bank is in good position. In all most in each parameter of this category, the customers feel satisfy and also praised the efforts of bank staff.

• Customers are ready to recommend this bank to a friends or relatives and remain a customer of this bank in future in too, which indicated high customer satisfaction.

• Source: Customer Satisfaction in New Generation Banks (A Case Study of HDFC Bank)

• Conducted By:• Dr. Naveen Kumar• Assistant Professor• School of Management, Gautam Buddha Univeristy,

Greater Noida (U.P), India. • Dr. V.K.Gangal • Reader, Deptt. of Commerce• Dayalbagh Educational Institute (Deemed University)

Dayalbagh, Agra, India

• Assumption: There is positive relationship between Customer Satisfaction & Company’s profitability.

• Sample Area: Customers of HDFC Bank; Moradabad U.P.

• Sample Size: 100

• Name :• Age :• Gender :• Annual Income:• Occupation :• 1. Which kind of services you avail from HDFC

bank ?• A.) Loan facilities• B.) O/D facilities• C.) Deposit Account• D.) Internet Banking• E.) Other Services

• 2. For how many years have you been associated with this bank?

• A.) 1 - 5 Years• B.) 5 – 10 Years• C.) More than 10 Years

• 3. Is the quality of service improving or deteriorating?• A.) Improving• B.) Deteriorating

• 4. Do you think that your bank caters all your banking needs?

• A.) Yes?• B.) No?

• 5. If no, are you thinking to switch your banker?• A.) Yes• B.) No

• 6. Which of the following new facilities you like most in HDFC bank?

• A.) Accounts for kids• B.) Kissan Privileges• C.) SMS Banking• D.) Tele-banking• E.) E – Banking• F.) E – Bill clearance• G.) Gold Loan

• 7. Does your bank conduct any promotion activity?• A.) Yes• B.) No

• 8. Does your bank have listed its share in stock exchange?

• A) Yes• B) No• C) Not Aware

• 9. Do they charge higher for providing facilities?• A.) Yes• B.) No

• 10. Does your bank charge competitive interest rate on loans & advances ?

• A.) Yes• B.) No

• 11. Do you think your bank offers competitive interest rate?

• A.) Yes• B.) No

• 12. Do you use the service of alternative bank?• A.) Yes• B.) No

• 13. When thinking about HDFC bank, what comes first in your mind?

• A.) Personalised service• B.) Wide branch network• C.) Prompt Customer grievance settlement• D.) Computerised & Core Banking• E.) If others, please specify.