Hdfc Final My Document

7/29/2019 Hdfc Final My Document

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The last twelve years have been very fulfilling. We can of course wax eloquent about it in so many ways, butthey say, figures don't lie, so we will let the figures do all the talking. They will give you a fair idea of how wehave grown in the past few years.

Products of HDFC BANK

Savings AccountsRegular Savings AccountSavings Plus AccountSavingsMax Account

Demat AccountCurrent AccountsPremium Current AccountRegular Current AccountReimbursement Current AccountSalary Accounts

Payroll

Classic

Regular

Premium

Defence Salary Account

Remarks On Allotment of Shares From The First Date

70 Subscriber to the Memorandum & Articles of Association On 12.09.1994And Now :-

13582000 On 29.06.2007333187008Allotment of Shares to HDFC Limited on preferancial basis

.

2

Financial Information
http://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/savings_plus.htmhttp://www.hdfcbank.com/personal/accounts/savings_max.htmhttp://www.hdfcbank.com/personal/accounts/depository_services.htmhttp://www.hdfcbank.com/personal/accounts/premium_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/reimbursement_acc.htmhttp://www.hdfcbank.com/personal/accounts/payroll_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/classic_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/premium_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/defence_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/savings_plus.htmhttp://www.hdfcbank.com/personal/accounts/savings_max.htmhttp://www.hdfcbank.com/personal/accounts/depository_services.htmhttp://www.hdfcbank.com/personal/accounts/premium_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/reimbursement_acc.htmhttp://www.hdfcbank.com/personal/accounts/payroll_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/classic_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/regular_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/premium_sal_acc.htmhttp://www.hdfcbank.com/personal/accounts/defence_acc.htm


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WorkProfile

[Roles & Responsibilities]

Live Experience

HDFC BANK IN THE NEWS

HDFC Bank Agrees to Sell 6,644,665 American Depositary Shares at $39.26 per

ADS

Mumbai, India - January 20, 2005 - HDFC Bank Limited (NYSE: HDB) announced

today that it has priced its public offering of 6,644,665 American Depositary Shares,

each representing three equity shares, at $39.26, the closing price of the ADSs on the

NYSE on Thursday, January 20, 2005. The offering price is equivalent to a price (in

Indian Rupees) of Rs. 571.89 per equity share at the January 20, 2005 exchange rate.

Merrill Lynch International and Morgan Stanley are the joint global coordinators and

joint bookrunners for the offering.

Net proceeds from the offering are expected to be approximately $253.4 million and

will be used for funding future growth. As part of the offering, HDFC Bank has

granted the underwriters an over-allotment option to purchase an additional 996,700

American Depositary Shares. The offering is scheduled to close on January 25, 2005.


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HDFC Bank is a leading private sector bank and financial services company in India.

It offers a wide range of financial products and services to retail and wholesale

customers. Its ADSs are listed on the NYSE and its equity shares are listed on the

National Stock Exchange of India Limited and The Stock Exchange, Mumbai.

STUDENTS CONTRIBUTION TO THE ORGANIZATION :

1. Removal of documentation in the opening of account thereby

facilitating in error free account activation.

2. Earlier the account used to get activated in 7-8 working days, but we

reduced that period to 5-7 working days in a very short span of time,

with proper coordination among the team member.

3. Increasing the share of account opened by HDFC bank in Wipro

technologies.

4. Providing value added services to the customer of HDFC bank by

assisting them in understanding the services they can avail through

saving/salary account.

TABLE SHOWING DISTRIBUTION OF AGE

(TABLE NO. 1)

AGE GROUP NO. OF RESPONDENTS PERCENTAGE

20 - 30 22 22%30 - 40 43 43%

40 AND ABOVE 35 35%

TOTAL 100 100%

ANALYSIS

The above table shows that 22% of the respondents fall under the age

group of 20 30 years ,43% of the respondents fall under age group of 30

40 years and 35% of the respondents belonging to age group of 40 and

above years.


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INFERENCE

Hence it clearly shows that the majority of the respondents fall under the age

group of 30 40 years i.e 43%.

GRAPH 1

TABLE SHOWING DISTRIBUTION OF SEX OR GENDER

(TABLE NO. 2)

GENDER NO. OF RESPONDENTS PERCENTAGE

FEMALE 43 43%

MALE 57 57%

TOTAL 100 100%

ANALYSIS

The table shows that there are 57% of male respondents and 43% of

female respondents.

INFERENCE

Thus the table clearly shows that the majority of the respondents are male i.e

57%.

GRAPH 2

20 - 30

22%

30 - 40

43%

40 and

above35%

CHART SHOWING

DISTRIBUTION OF AGE

GROUP

20 - 30


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CHART SHOWING DISTRIBUTION OF

GENDER

0%

10%

20%

30%

40%

50%

60%

male female

Series1

TABLE SHOWING THE DISTRIBUTION OF MARITAL STATUS

( TABLE NO. 3)

MARITAL STATUS NO. OF RESPONDENTS PERCENTAGEMARRIED 68 68%

SINGLE 32 32%

TOTAL 100 100%

ANALYSIS

According to the table 68% of the respondents are married and 32% of

the respondents are single.

INFERENCE

The table clearly shows that the majority of the respondents are married that is

68%.

GRAPH 3


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0%

10%

20%

30%

40%

50%

60%

70%

1MARITAL STATUS

CHART SHOWING THE

DISTRIBUTION OF MARITAL

STATUS

married

TABLE SHOWING THE DISTRIBUTION OF THE MONTHLY

HOUSEHOLD INCOME

(TABLE NO. 4)

MONTHLY HOUSEHOLD INCOME NO. OF RESPONDENTS PERCENTAGE

LESS THAN RS 10,000 0 0%RS 10,000 RS 20,000 23 23%

MORE THAN RS 20,000 77 77%

TOTAL 100 100%

ANALYSIS

The above table shows that there are no respondents who have a monthly

household income of less than Rs 10,000, there are 23% of the respondents

who fall under Rs 10,000 Rs 20,000 household income and 77% fall under

the more than Rs 20,000 household income category.

INFERENCE


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The table clearly shows that the majority of the respondents have more than

Rs 20,000 of monthly household income, that is 77%.

GRAPH 4

CHART SHOWING THE

DISTRIBUTION OF

MONTHLY HOUSEHOLD

INCOME

less thanRs10,000Rs10,000 -20,000

TABLE SHOWING THE IMPORTANCE OF A SMILING EMPLOYEE

ACCORDING TO A CUSTOMER

(TABLE NO.5)

IMPORTANCE NO. OF RESPONDENTS PERCENTAGE

VERY IMPORTANT 55 55%

SOMEWHAT IMPORTANT 20 20%

NOT SO IMPORTANT 20 20%

NOT AT ALL IMPORTANT 5 5%

TOTAL 100 100%

ANALYSIS

According to the table 55% of the respondents feel its extremely important

for a employee to welcome a customer with a smile,20% respondents think

its somewhat important while 20% feel its not so important and 5% think

its not at all important.

INFERENCE

Hence when a customer enters the bank , he looks for a smiling employee to

welcome him, its extremely important to him(55% of respondents think its veryimportant).


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GRAPH 5

veryimportant

55%

somewhatimportant

20%

not soimportant

20%

not at allimportant

5%

CHART SHOWING THE IMPORTANCE OF A

SMILING EMPLOYEE

very important

somewhat important

not so impo rtant

no t at all i mportant

TABLE SHOWING THE IMPORTANCE OF THE SIZE OF THE

CHEQUE BOOK ACCORDING TO THE CUSTOMERS

(TABLE NO. 6)

IMPORTANCE NO. OF RESPONDENTS PERCENTAGE





TOTAL 100 100%

ANALYSIS

The table shows that according to the 20% of the respondents its very

important that the cheque book size is appropriate,30% of the respondents

think its not so important,5% of the respondents think its not at all

important while 45% of the respondents think its somewhat important.

INFERENCE


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Hence the table clearly shows that the majority of the respondents think its

somewhat important for the cheque book size to be appropriate.

GRAPH 6

0%5%

10%15%20%25%

30%35%40%45%50%

CHART SHOWING THEIMPORTANCE OF THE SIZE OF

THE CHEQUE BOOK

Series1

TABLE SHOWING THE IMPORTANCE OF THE BANK TIMING

ACCORDING TO THE CUSTOMERS

(TABLE NO. 7)

IMPORTANCE NO. OF

RESPONDENTS

PERCENTAGE





TOTAL 100 100%

ANALYSIS


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The above table relates that the 65% of the respondents think its

extremely important for the bank timing to be convenient,20% of the

respondents think its somewhat important,15% of the respondents think its

not so important while none of them think its not at all important.

INFERENCE

Table number 7 clearly shows that majority of the customers think that its

very important that the bank timings are convenient i.e 65%

GRAPH 7

0%

10%

20%

30%

40%

50%

60%

70%

CHART SHOWING THE

IMPORTANCE OF THE BANKTIMING

Series1

TABLE SHOWING THE IMPORTANCE OF THE ATM FACILITY

ACCORDING TO THE CUSTOMERS

(TABLE NO. 8)

IMPORTANCE NO. OF RESPONDENTS PERCENTAGEVERY IMPORTANT 80 80%




TOTAL 100 100%

ANALYSIS

According to the table above none of the respondents think its not at all

or not so important that the ATM facility should be provided , while 80%


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of the respondents think its very important and 20% of the respondents

think its somewhat important.

INFERENCE

Hence the table clearly shows that the majority of the customers think its very

important that the ATM facility should be provided that is 80%.

GRAPH 8

CHART SHOWING THE IMPORTANCE

OF THE ATM FACILITY

very important

somewhat important

not so important

not at all important

TRANSACTION TIMING

(TABLE NO. 9)

VARAIBLES RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 10 10%

SATISFIED 62 62%

NEUTRAL 23 23%DISSATISFIED 5 5%

HIGHLY DISSATISFIED 0 0%

TOTAL 100 100%

ANALYSIS

From the above table , it can be analyzed that out of 100 respondents 10%

only are highly satisfied with the Transaction timing of the Bank , 62% of

them are satisfied , 23% of them are on the neutral side . Moreover 5% of

them are dissatisfied and none are highly dissatisfied.


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INFERENCE

Therefore, it can be inferred that almost 5% of the respondents are not happy

with the time taken for transaction . This indicates that the customers are not

satisfied with the speed of the transaction .

GRAPH 9

HIGHLYSATISFIED

10%

SATISFIED62%

NEUTRAL23%

DISSATISFIED

5%HIGHLYDISSATISFIED

0%

CHART ON SATISFACTION LEVEL

REGARDING TRANSACTION TIMING

HIGHLY SATISFIED

SATISFIED

NEUTRAL

DISSATISFIED

CUSTOMER CARE IN HDFC BANK

(TABLE NO. 10)



SATISFIED 63 63%

NEUTRAL 21 21%

DISSATISFIED 4 4%


TOTAL 100 100%

ANALYSIS

The above table shows that out of 100 respondents 12% are highly

satisfied with the Customer Care of the HDFC Bank ,63% of them are

satisfied and 21% are neutral, moreover 4% of them are dissatisfied and

none of them are highly dissatisfied.

INFERENCE


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In todays world customer care is one of the most important criteria as it

helps the organization to retain their or add market share . Therefore , HDFC

should work towards the 4% dissatisfied customers either by training the

employees or making the procedure customer friendly

GRAPH 10

HIGHLYSATISFIED

12%

SATISFIED63%

NEUTRAL21%

DISSATISFIED4%

HIGHLYDISSATISFIED

0%

CHART ON SATISFACTION LEVEL REGARDING

CUSTOMER CARE

HIGHLY SATISFIED

SATISFIEDNEUTRAL

DISSATISFIED

HIGHLY DISSATISFIE

OVERALL SERVICE PROVIDED

(TABLE NO. 11)

VARAIBLES RESPONDENTS PERCENTAGEHIGHLY SATISFIED 8 8%

SATISFIED 61 61%

NEUTRAL 22 22%

DISSATISFIED 9 9%


TOTAL 100 100%

ANALYSISAs per the above table it can analyzed that only 8% of the respondents

are highly satisfied with the overall services provided by HDFC Bank ,

61% of them are satisfied while 22% of them are on the neutral side, 9%

of them are dissatisfied and none are highly dissatisfied .

INFERENCE


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Hence the table clearly shows that the 9% of the customers are not satisfied

with the overall services provided by the Bank but on the same side its a

good sign that 61% of them are satisfied .

GRAPH 11

0% 10% 20% 30% 40% 50% 60% 70%HIGHLY

SATISFIE

D

DISSATIS

FIED

CHART SHOWING THE SATISFACTION LEVEL

REGARDING OVERALL SERVICES PROVIDED

Series1

SPECIAL SCHEMES PROVIDED

(TABLE NO. 12)

VARAIBLES RESPONDENTS PERCENTAGEHIGHLY SATISFIED 2 2%

SATISFIED 55 55%

NEUTRAL 33 33%

DISSATISFIED 10 10%


TOTAL 100 100%

ANALYSIS

The above table shows that 2% of the respondents are highly satisfied

with the special schemes provided in HDFC Bank , 55% of the respondents

are satisfied, whereas 33% are on the neutral side and 10% of the

customers are dissatisfied , none are highly dissatisfied.

INFERENCE

Hence , HDFC Bank has only 2% of the customers who are highly satisfied

with the special schemes provided , the bank should introduce many more

special schemes as 10% of the respondents are dissatisfied .


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GRAPH 12

CHART SHOWING THE

SATISFACTION LEVEL REGARDING

SPECIAL SCHEMES PROVIDED

highly satisfied

satisfied

neutral

dissatisfied

highly dissatisfied

TIME TAKEN FOR GRIEVANCES HANDLING

(TABLE NO. 13)



SATISFIED 59 59%

NEUTRAL 22 22%

DISSATISFIED 8 8%


TOTAL 100 100%

ANALYSIS

The above table shows that 11% of the respondents are highly satisfied

with the time taken for grievances handling 59% of the customers are

satisfied, but 22% of the respondents are on the neutral side, whereas 8%of them are dissatisfied and none are highly dissatisfied.

INFERENCE

Thus , its very clear from the table above that 8% of the customers are

dissatisfied with the time taken for grievances handling , the bank needs to

work towards these 8% of the respondents for better reputation and market

share .

GRAPH 13


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CHART SHOWING THE

SATISFACTION LEVEL REGARDING

TIME TAKEN FOR GRIEVANCES

HANDLING

highly satisfied

satisfied

neutral

dissatisfied

highly dissatisfied

CHEQUE BOOK FACILITIES

(TABLE NO. 14)


HIGHLY SATISFIED 24 24%SATISFIED 53 53%

NEUTRAL 23 23%

DISSATISFIED 0 0%


TOTAL 100 100%

ANALYSIS

The table above shows very clearly that none of the respondents are

dissatisfied nor highly dissatisfied with the cheque book facilities provided,

whereas 24% of the customers are highly satisfied , 53% of them are

satisfied and 23% of the respondents are on the neutral side .

INFERENCE

Hence , according to the table the results are very positive there are no

respondents dissatisfied with the cheque book facilities provided by HDFC

Bank thus the bank should strive towards highly satisfying the customers whichis only 24% .


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GRAPH 14

0 %

5 0 %

1 0 0 %

high ly

s a t i s f i e d

n e u t ra l h ig h ly

d i s s a t i s f i e d

C H A R T S H O W IN G T H E

S A T IS F A C T IO N L E V E L R E G

T H E C H E Q U E B O O K F AC I

S eries

FLEXIBILITY IN OPERATION

(TABLE NO. 15)



SATISFIED 61 61%

NEUTRAL 16 16%

DISSATISFIED 10 10%


TOTAL 100 100%


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ANALYSIS

From the table above we analyze that 13% of the respondents are highly

satisfied with the flexibility in operation carried out by the Bank , 61% of

them are satisfied while 16% of them are neutral , whereas 16% of the

customers are dissatisfied and none are highly dissatisfied .

INFERENCE

Thus , the table clearly shows that none are highly dissatisfied by the flexibility

in operation carried out but 10% of the respondents are dissatisfied hence the

Bank has to work towards them for better company prestige .

GRAPH 15

C H A R T S H O W IN G T H

S A T IS F A C T IO N L E V E L R E

T H E F L E X IB L IT Y IN O P E R

0 %1 0 %2 0 %3 0 %4 0 %5 0 %6 0 %7 0 %

highly

satisfied

satisfied

neutral

dissatisfied

highly

dissatisfied

S er ie s

TABLE SHOWING THE INCOME AND AGE RELATION TO

CUSTOMER

(TABLE NO. 16)

Income/Age 20 - 30 30 - 40 40 and above total

less than 10,000 0 0 0 0

10,000 - 20,000 8 12 3 23more than 20,000 14 31 32 77


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total 22 43 35 100

ANALYSIS

The above table clearly shows that majority of the account holders in

HDFC ,bank belong to the age group of 40 and above and have an income

level of more than Rs 20 ,000

GRAPH 16

0

20

40

60

80

100

120

20 - 30 30 - 40 40 and

above

total

less than 10,000

10,000 - 20,000

more than 20,000

total

TABLE SHOWING THE AGE AND GENDER IN RELATION TO THE

CUSTOMERS

(TABLE NO. 17)

GENDER/AGE 20 - 30 30 - 40 40 AND ABOVE TOTALMALE 14 27 16 57

FEMALE 8 16 19 43

TOTAL 22 43 35 100


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The above table clearly shows that the most of the respondents are between 20

30 years of age group and are male

GRAPH 17

14

27

16

57

8

16

19

43

22

43

35

100

0 20 40 60 80 100 120

20 - 30

30 - 40

40 AND ABOVE

TOTAL

MALE FEMALE TOTAL

Hence, we conclude by understanding that marketing concepts is essentially

about the few things which contribute to the banks success:

The bank cannot exist by customer.

The purpose of a bank is to create, win and keep a

customer. The customer is and should be the central focus of

everything the bank does.

Ultimate aim of a bank is to deliver satisfaction to the

customers.

Customer satisfaction is affected by the performance of all

the personnel of the bank.

It is also a way of organizing the bank. The starting point

for the organizational design should be the customer and the

bank should ensure that the services are performed and

delivered in the most effective way. Service facility should

also be designed for customer convenience.


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Chapter 4

STATEMENT OF THE PROBLEM

In todays era of cutthroat competition, it is of an uttermost importance to gain a

cutting edge over the competition, and develop a large market share. This is

only possible if there is a large customer base for the company. The company

must gain confidence of the customers and provide services par excellence.

Therefore, undertaking the project helps in assessing the customer care level of

HDFC BANK. The study is applied descriptive as well as diagnostic in nature. It

also tends to find the customer view about important aspects of the services. At

the same time it was intended to find the customer view about the product and

the quality of service improvement. In short this the problem can be defined as:

Are customers satisfied with the services at HDFC?

SCOPE OF STUDY

As the competition level in the banking sector is ever increasing, it becomes

indispensable for the company (HDFC) to conduct the study on the perception

and satisfaction level of its customers. This study will help the company in

making its new strategies to satisfy its customer in the ways in which he or she

wants to be satisfied and to the company its position in the market.

The study on customer satisfaction has the geographical coverage limited to

Banshankari only. This study will help the company to know in detail about the

customer perception and their attitude towards the company services and

products. The company will gain the feedback from the customer to improve its

products and quality of service.


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RESEARCH OBJECTIVES:

To evaluate the perception level of the account holders towards HDFC BANK

To study the importance of customer relationship in service industry.

To study the impact of customer relationship management on bank customers.

To analyse the expectations of banking customers.

To suggest the banks under study to strengthen the customer relations.

To analyse the satisfaction level of customers of HDFC BANK on the following

heads:

Working environment

Customer care

Personal care of the customers

Bank timings

Overall services

Special schemes provided

To realize what are the requisites of the customers and how to go about

improving the quality of services.


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RESEARCH DESIGN

INTRODUCTION:

IMPORTANCE OF SERVICE

Services are activities or benefits that one party offer to

another that are essentially intangible, inseparable, variable, perishable and do

not result in ownership of anything. Service sector dominates the Indian

economy today, contributing more than half of our national income.

IMPORTANCE OF BANKING

Banking can be defined as accepting for the purpose of lending or investment of

deposits from the public, repayable on demand or otherwise and withdraw able

by cheque, draft, orders or otherwise. Banks are playing a crucial role in the

economic development of the country. Banking industry regulates mobilization

and supply of capital to trade and development.

IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT

The aim of CRM is to produce high customer equity. Customer equity is the total

of the discounted lifetime values of all the firms customers. The taste of creating

strong customer loyalty is called customer relationship management.

SAMPLING:

Random sampling method to select a sample of 100 customers among the customersof the HDFC BANK.

METHODOLOGY:

THE METHOD USED OF DATA COLLECTION ARE:

Primary Data

Secondary Data


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PRIMARY DATA: Primary data are datas, which are original in nature, and are

collected by the researcher. The method used to collect the primary data was Survey

Method. The survey method included a structured questionnaire that was given to the

respondent.

SECONDARY DATA: Secondary data are data, which has been collected and

compiled in advance for another needed purpose. Secondary data is an important

method to know the present problem faced by the account holders in the field of

HDFC BANK.

Newspaper Articles , Books , Magazines etc. have been used to prepare the

questionnaire.

PLAN OF ANALYSIS:

Calculations have been done for interpretation such as percentages, averages etc.

This report has been covered with various tables, graphs and charts obtained from

questionnaires.

The data collected from respondents through questionnaire are organized, coded,

processed and tabulated in order to create graphs and charts to make the project

understandable. Chi Square Test is performed on the inferred data to arrive at a

statistical conclusion.

TOOLS FOR DATA COLLECTION

The tool used for data collection is Primarily Questionnaire method. The

questions contained:


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Open ---- Ended Questions

Where the respondent was given a chance to reply or give suggestions to the

Company. This included Free Responses questions where the respondents were

given the freedom to give suggestions.

Close --- Ended Questions

Where the respondent was given a lesser chance to reply. This includes

Multiple Choice Questions where the respondents were given a number of

alternatives.

Scales

Respondents were given a scale whose positions range from HighlySatisfied to Highly Dissatisfied

Area of survey

The area selected to find the satisfactory level was in and around Banshankari.

Sample Unit

The sample was considered to be the Customers of HDFC BANK

Sample Size

Samples sizes of 100 customers are taken from the ATM branch of

Banshankari


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Sample Method

Non profitability sampling i.e convenient sampling method

LIMITATIONS OF THE STUDY:

The study was at the maximum extent restricted to Banshankari area only.

Since the study is based on primary data collected, any bias in the sources of

the data collected would have affected the outcome.

Since the study conducted comparatively on a small-scale sample, the

outcome may not be generalized.

As the study is only conducted in HDFC BANK in a selected branch in

Bangalore, the out come of the study cannot be generalized for HDFC

BANK.

This being an academic study suffers from time and cost constraints.


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CHAPTER 5

SUMMARY OF FINDINGS

This has been equipped with all the related findings of the search conducted. This

research is based on different criteria as per the questionnaire. It deals with the step by

step procedure of the questionnaire.

1.WORKING ENVIRONMENT: In relation to this criterion most of the customers

of the bank are satisfied, but there is a minority of customers who are still looking for

improvement in this aspect.

2. CUSTOMER CARE: This is one area of strength of the bank which it can really

boast off as most of the customers are satisfied when it comes to customer

care.

3.TRANSACTION TIME: There is a mixed response when it comes to transaction

time. A certain section or respondents seem to be satisfied but a substantial number of

customers are looking for faster transaction time.

4. STUDENTS SCHEME: This is one area where the bank has to develop new

strategies and policies as a major chunk of customers are dissatisfied when they are

asked about the students scheme.


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5. OVERALL SERVICE: Overall the result of survey has shown a positive

sign for the overall services from where on they can increase their customer

base with the exception of a few dissatisfied customers which needs to be

looked after.

6. BANK TIMINGS: The bank has caused a lot of inconvenience to the

customers regarding its banking hours as shown from the result of the survey.

Flexible banking hours should be achieved to attain higher customer

satisfaction again lot of them are even satisfied .

SUGGESTIONS

1. The environment of the bank can be made more customer friendly and the

working of the bank should be more organized and efficient by training the

employees of the bank.

2. Improving customer care facilities by providing 24 hours banking facilities

more effective .

3. More number of ATMs should be provided for the convenience of the

customers .

4. Proper maintenance of the ATM machines.

5. The banking hours should be more customers friendly it should close little

later in the evening .

6. The banking process needs to be more systematic so that the transaction time

can be reduced.


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7. There should be more branches especially in smaller towns and cities .

8. Special schemes should be provided for students and senior citizens .

9. QUESTIONNAIREQUESTIONNAIRE

1. Name ______________________________________

2. Age

20-30

30-40

40

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