A Project ReportOnTO KNOW THE CUSTOMERS SATISFACTION LEVEL ANDTHEIR PERCEPTION TOWARDS CURRENT ACCOUNTS OF HDFC BANK

Submitted in partial fulfillment of the requirement for the award of degree ofMaster of Business AdministrationSession 2012-2014

Under the supervision of:Submitted by:Mr. Yoginder KatariaAnkur Mittal(Associate Professor)MBA 2nd YearRoll No. 12211

Panipat Institute of Engineering & Technology, Samalkha

Affiliated to K

ACKNOWLEDGEMENT I would also like to thank Mr. Yoginder Kataria (Associate Professor) in P.I.E.T for his support to carry this project and I am also thankful to Mrs. Priyanka Sehgal (HOD, Management Studies) in P.I.E.T for her support.

Last but not the least; I would like to thank all the Department Heads who participated in the project without which the project would have been nothing in terms of value and worth. I sincerely hope my work would come up to the expectations of all those who are concerned and will be of some practical help

Ankur Mittal12211

EXECUTIVE SUMMARYIn accordance with the resource project the topic chosen identify the corporate target market (current account) and Costumers perception ofinPanipatcity. In this research the beginning of the project is the assistance ofvarious tools, techniques and information belong to the subject. This research has been identified that there are no dependent and in depended various which effecting the topic and problem relatively. The problem identified the corporate target market (current account) and Costumers perception in Panipat cityand effect aparticularconsumer has been described in this research.

Hencetoobservetheproblemrelatedresponseaccordingtothe questionnaire many of the people queered. It is close ended question asked so the respondent field for the cognizance which is beneficial for me and company.

TABLE OF CONTENTSSerial No. Index of Contents Page. No.

1. Chapter- 1 Introduction The IndustryBackgroundSWOTCOMPETITION INFORMATIONIntroduction of The Topic06-4506-0910-1718-1919-2223-44

2. Chapter -2Literature Review 45-48

3. Chapter -3Research MethodologyObjectivesResearch DesignCollection Of DataTools for analysisLimitation49-535050-51515253

4. Chapter- 4Analysis And Interpretation4.1:Customer Profiles of Surveyed Respondents.4.2Time period of stay in HDFC Bank4.3 Major attraction of the bank4.4HDFC Bank is providing satisfaction to customers.4.5 Product of current account you prefer the most.4.6current accountrecommendation of HDFC Bank to others4.7 Knowledge about extra services being provided by the bank.4.8 Extra benefits asked by respondents from bank4.9 Prompt services whenever visit to the branch.

4.10Preference of other bank over HDFC Bank.

4.11Overall satisfaction rating with HDFC Bank current account.

54-6555565758

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60

62

63

64

65

5.Chapter- 5 Findings, Conclusion &SuggestionsFindings and LearningSuggestionsConclusion

66-8167-686970

6.Bibliography71-72

7.Annexure 73-76

Chapter - 1

CompanyIntroduction

INTRODUCTION

1. INTRODUCTION TO BANKING INDUSTRY1.1 BANKFinance 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 wordBancowhich means aBench orMoney 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."

1.1.1Features of a Bank:

1. Dealing in MoneyBank is a financial institution which deals with other people's money i.e. money given by depositors.

2. Individual / Firm / CompanyA 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 DepositA 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 AdvancesA bank lends out money in the form of loans to those who require it for different purposes.

5. Payment and WithdrawalA 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 ServicesA bank provides various banking facilities to its customers. They include general utility services and agency services.

7. Profit and Service OrientationA bank is a profit seeking institution having service oriented approach.

8. Connecting LinkA 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 BusinessA bank's main activity should be to do business of banking which should not be subsidiary to any other business.

10. Name IdentityA 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.

1.2INTRODUCTION TO HDFC BANK

1.2.1 HDFC BANKHDFC Bank Limitedis a major Indianfinancial servicescompany based inIndia, incorporated in August 1994, after theReserve Bank of Indiaallowed establishing private sector banks. The Bank was promoted by theHousing 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 GoalsHDFCs main goals are to:a) Develop close relationships with individual householdsb) Maintain its position as the premier housing finance institution in the country,c) Transform ideas into viable andcreative solutions.d) Provide consistently high returns toshareholders.e) To grow through diversification by leveraging off the Existing client

1.2.2 Subsidiaries of HDFC Bank consist of:1. HDFC Bank2. HDFC Mutual Fund3. HDFC Standard LifeInsurance Company4. HDFC Realty5. HDFC Chubb General Insurance Company Limited.6. Credit Information Bureau (India) Limited7. Other Companies Co Promoted byHDFCa) HDFC Trustee Company Ltd.b) GRUH Finance Ltdc) HDFC Developers Ltd.d) HDFC Venture Capital Ltd.e) HDFC Securities Ltdf) HDFC Holding Ltd.

HDFC BANK LIMITED Background of HDFC Bank

BACKGROUNDThe 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.PROMOTERHDFC 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 FOCUSHDFC 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 NETWORKHDFC 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 structure of HDFC BankNameDesignation

C M VasudevChairman / Chair Person

Harish EngineerExecutive Director

Renu KarnadDirector

Pandit PalandeDirector

Bobby ParikhDirector

Aditya PuriManaging Director

Paresh SukthankarExecutive Director

Ashim SamantaDirector (up to 18.11.2012)

Partho DattaDirector

Anami N RoyDirector

Mr. Keki MistryDirector

Vijay MerchantDirector (appointed on 14.03.2013)

TECHNOLOGYHDFC 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 &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 PROFILEHDFC 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 bankingThe 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 agro-based 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 recognized as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks.b) TreasuryWithin this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the liberalization 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 BankingThe 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 StrategyOur 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.

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PRODUCTS AND SERVICES

1) PERSONAL BANKING SERVICES

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A) Accounts & DepositsSavings Account Regular Savings Account Savings plus Account Savings Max Account Senior Citizens Account Payroll Salary Account Regular Salary Account Kid's Advantage Account Pension Saving Bank Account Family Savings Account

Current Account Plus Current Account Trade Current Account Premium Current Account Regular Current Account Apex Current Account Max Current Account

B) Loans Personal Loans Home Loans Two Wheeler LoansNew Car Loans Overdraft against C

Loan against Securities Loan against Property Commercial Vehicle Finance Working Capital Finance Construction Equipment Finance

C) Investments & Insurance Mutual Funds Insurance Bonds Financial Planning Knowledge Centre Equities & Derivatives

D) Payment ServicesNet Safe Prepaid Refill Bill Pay Direct Pay Visa Money Transfer E-Monies Electronic Funds Transfer Excise & Service Tax Payment

E) Access Your Bank - One View Instar Alerts Mobile Banking

ATM Phone Banking

2) WHOLESALE BANKING SERVICES

Funded Services Non Funded Services Value Added Services Internet Banking Clearing Sub-Membership RTGS sub membership Fund Transfer ATM Tie-ups Corporate Salary a/c Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts

3) NRI BANKING SERVICES

Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians

4) Payment Services Net Safe Bill Pay Insta Pay Direct Pay Visa Money Online Donation

SWOT1.2.4 SWOT ANALYSISSTRENGTH: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) Sectorial 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.

1.2.5 COMPETITION INFORMATIONHDFC Banks main competitors are as follows:-1) Axis Bank Ltd.Axis Bank Limited, formerlyUTI Bank, is afinancial servicesfirm that had begun operations in 1994, after the Government of Indiaallowed 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 Limitedalso known asIndustrial Credit and Investment Corporation of India Bank is the second largest financial service company headquartered atMumbai, 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. TheKotak Mahindragroup is a financial organization established in 1985 in India. It was previously known as theKotak Mahindra Finance Limited, anon-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 largestIndianbanking andfinancial servicescompany (by turnover and total assets) with its headquarters inMumbai, India. It isstate-owned. SBI provides a range of banking products through its vast network of branches in India and overseas, including products aimed atnon-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 Limitedis 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 byRana Kapoorand his partner (Late)Ashok Kapur, with the duo holding a collective financial stake of 27.16%.

6) IndusInd Bank IndusInd Bank, which commenced operations in 1994, caters to the needs of both consumer and corporate customers. Its technology platform supports multi-channel delivery capabilities. As on June 30, 2013, IndusInd Bank had 530 branches, and 1003 ATMs spread across 380 geographical locations of the country. The Bank also has representative offices in London and Dubai. The Bank believes in driving its business through technology. It enjoys clearing bank status for both major stock exchanges - BSE and NSE - and major commodity exchanges in the country, including MCX, NCDEX, and NMCE. IndusInd Bank on April 1, 2013 was included in the NIFTY 50 benchmark index. IndusInd Bank also offers DP facilities for stock and commodity segments.

7) ING Vysya ING Vysya Bank Ltd is a global financial institution of Dutch origin offering banking, investments, life insurance and retirement services. More than 84,000 ING employees server over 61 million private, corporate and institutional customers in over 40 countries in Europe, North America, Latin America, Asia and Australia. We draw on our experience and expertise, our commitment to excellent service and our global scale to meet the needs of a broad customer base, comprising individuals, families, small, businesses, large corporations, institutions and governments.

8) J&K J&K Bank functions as a universal bank in Jammu & Kashmir and as a specialised bank in the rest of the country. It is also the only private sector bank designated as RBIs agent for banking business, and carries out the banking business of the Central Government, besides collecting central taxes for CBDT. The J&K Bank is rated P1, indicating the highest degree of safety by Standard & Poor and CRISIL. J&K Bank operates on the principle of 'socially empowering banking' and seeks to deliver innovative financial solutions for household, small and medium enterprises.

Introduction to the TopicMeaning of Current AccountBusinessmen who have a high number of regular transactions with the bank open current bank account. It also includes deposits, withdrawals & contra transactions. It is also known as demand deposit account.Type of Current Account of HDFC BankThere are many types of current account of HDFC Bank, namely Regular Current Account, Premium Current Account, Trade Current Account, Plus Current Account, Max Current Account, Ultimo Current Account, Supreme Current Account, Apex Current account, Ezee Current Account, Agri Current Account, Current Account for Hospitals and Nursing Homes, Current Account for Professionals, Merchant Advantage Plus Current account, Merchant Advantage Current account, Flexi Current Account, Institutional Current Account and HDFC Bank of Panipat is offering most of them.

Regular Current AccountA 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 payment2) Free payments and collections throughNEFT3) FreeRTGScollection. RTGS payment @ Rs.25/- per transaction4) Inter-city Account to accounts funds transfer betweenHDFC Bank accountsat a nominal charge of Rs.15/- per transactions5) 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 forInsta Alertservice 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-hourPhone Banking,Net Bankingand Mobile Bankingthat helps you check your balance & transaction details, find out the status of your cheque or stop cheque payment.

Premium Current AccountYou 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 per Rs.1, 000/-, min Rs.25/-2) Free NEFT Transactions3) Free RTGS collection.RTGS payment @ Rs.25/- per transaction.4) Free Inter-city Account to accounts funds transfer between HDFC Bank accounts.5) 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 per Rs.1,000/-, min Rs.25/-6) Free NEFT Transactions7) Free RTGS collection.RTGS payment @ Rs.25/- per transaction. 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 per Rs.1, 000/-, min Rs.25/-8) Free NEFT Transactions9) 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 per Rs.1, 000/-, min Rs.25/-10) Free NEFT Transactions11) Free RTGS collection.RTGS payment @ Rs.25/- per transaction.12) Free Inter-city Account to accounts funds transfer between HDFC Bank accounts.13) 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 Branch14) 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.15) 100 "At Par" cheque leaves free per month16) Register forInsta Alertservice and receive updates on your account as and when the select transaction happens - all this without visiting the branch or ATM!17) 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 agency18) Enjoy facilities like 24-hourPhone Banking,Net Bankingand Mobile Bankingto access your account.

Trade Current AccountHDFC 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) FreeAccount to account funds transfer between HDFC Bank accounts.2) FreeRTGS/NEFTTransactions.3) Free up to 30Demand Drafts (DD)per month and can be issued from any HDFC Bank Branch.4) Free up to 30Pay 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 branches8) 200 "At Par" cheque leaves per free month. Free at par cheque payments across all HDFC Bank locations for unlimited value.9) Register forInstaAlertservice 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-hourPhone Banking,Net Bankingand Insta Query that helps you check your balance & transaction details; find out the status of your cheque or stop cheque payment.

Plus Current AccountIn 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) Free Account to account funds transfer between HDFC Bank accounts2) Free payment and collection throughRTGS3) Free payment and collection usingNEFT4) Free up to 50Demand Draftsper month and can be issued from any HDFC Bank Branch5) Free up to 50Pay Orders (PO)per month. 6) Free anywhere cheque collection (clearing) within HDFC Bank branch network (except Dahej), up to Rs.75 lacs per month7) Free Outstation Cheque Collection through Speed Clearing (for instruments with value upto Rs. 1 lac).8) Convenience towithdraw & depositcash at all our branches9) 300 "At Par" cheque leaves free per month. Free at par cheque payments across all HDFC Bank locations for unlimited value10) 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 forInstaAlertservice 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.

Ultima Current AccountUltima Current Account is the right fit Current Account product for Manufacturers/large Distributors/Stockiest/Multi specialty Hospitals and Dealers along with Business Banking / Inventory Funding Customers. Avail a minimum free limit of Rs.2Cr on cash deposit at your Home Branch Location and a free limit of Rs.50 Lac per month for cash deposit at Non-Home Branch Location. Also, there is unlimited free local / anywhere cheque collections & payments facility along with free RTGS/NEFT collections and payments and DD/PO for unlimited value for your benefit.Features and Benefits:1) Free Home Location Cash Deposit limit, which is higher of Rs. 2 Cr per month (100 transactions) or 8 times the AMB maintained in the previous month2) Non Home Location Cash Deposit of Rs. 50 lac per month (25 transactions). Operational Limit of Rs. 5 lac for cash deposit at non home branch3) Free Cash Withdrawal from Home Branch. Free Cash Withdrawal of up to Rs. 75 lac per month from Non Home Branches4) 1500 free cheque per month5) 2000 free bulk transactions per month6) Unlimited free local / anywhere cheque collections and payments (through both Clearing & Funds Transfer)7) Unlimited Free RTGS / NEFT Collections and Payments8) Unlimited Free DD / MC; Free Correspondent Bank DD of up to Rs. 30 lac per month9) Free Outstation Cheque Collection at Bank Location / Speed Clearing Transactions10) Free Debit Cards (all variants) / ATM Card / Bill Pay / Insta Alert; 5 free ATM withdrawals from non HDFC Bank ATMs per month11) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking check your account balance, pay utility bills or stop cheque payments all via SMS.12) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render services like cash and cheque pick-ups and cash deliveries, through a reputed agency.

Supreme Current AccountFor large traders operating across the country, this current account can help reduce transaction cost. Plus free access to one of the most advanced and secure Net Banking and Mobile Banking services.Features and Benefits:1) Free cash deposits of up to Rs. 10 lakh per month or 10 times the Average Monthly Balance (whichever is higher), across all HDFC Bank branches pan India.2) Lower AQB requirements Semi-Urban and Rural Locations3) Free account-to-account fund transfers between HDFC Bank accounts4) Free cheque collections anywhere within the HDFC Bank branch network (except Dahej), up to Rs. 100 lakhs per month.*5) 200 free "at par" cheque leaves per month and free at par cheque payments of unlimited value* across all HDFC Bank locations6) Free outstation cheque collections through Speed Clearing (for instruments with a value of up to Rs. 1 lakh)7) Up to 30 free Demand Drafts (DD) or Pay Orders (PO) per month of any value can be issued from any HDFC Bank branch.8) Free RTGS (Real Time Gross Settlement) and NEFT (National Electronic Fund Transfer) collections.9) Convenient cash withdrawals and deposits at all our branches*10) Free InstaAlert registration for updates on your account as and when transactions happen. No need to visit a branch or ATM11) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render services like cash and cheque pick-ups and cash deliveries, through a reputed agency.12) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking check your account balance, pay utility bills or stop cheque payments all via SMS.

Apex Current accountA high end current account that caters to fast growing, large businesses who can derive maximum advantage from the host of benefits offered.Features and Benefits:1) Maximum transactional benefits with faster mobilization of funds2) Maintain an Average Quarterly Balance of Rs. 10, 00,000.3) Access to more than 3000 branches.4) Faster collection of outstation cheques through Speed Clearing. Speed clearing is absolutely free with your Apex Current Account.5) Free Inter-city cheque collections and payments within HDFC Bank Network for unlimited value (excluding Dame).6) Free account to account funds transfers between HDFC Bank accounts.7) Free payment and collection through RTGS.8) Free payment and collection using NEFT.9) Free Demand Drafts & Pay Orders that can be issued from any HDFC Bank branch.10) Convenience to withdraw and deposit cash at all our branches*.11) Free cash deposits up to Rs. 120 lakhs per month across all home branches (subject to a maximum of 60 transactions per month and a per day limit of Rs. 3 lakh on cash deposits at non-home branches). Cash deposits at HDFC Bank branches in other cities are also free up to Rs. 30 lakhs per month*.12) 1000 free payable-at-par cheque leaves per month.13) Register for InstaAlert and receive updates on your account whenever transactions take place.14) Doorstep Banking* for your convenience and security. We will pick-up and deliver cash and cheques through a reputed agency.

Ezee Current AccountFor savvy traders operating across multiple cities, this current account can help reduce transaction cost. Plus free access to one of the most advanced and secure Net Banking and Mobile Banking services.Features and Benefits:1) Free cash deposits of up to Rs. 4 lakh per month or 6 times the Average Monthly Balance (whichever is higher), across all HDFC Bank branches pan India2) Lower AQB requirements Semi-Urban and Rural Locations3) Free account-to-account fund transfers between HDFC Bank accounts4) Free cheque collections anywhere within the HDFC Bank branch network (except Dahej), up to Rs. 25 lakh per month5) 100 free "at par" cheque leaves per month and free at par cheque payments of unlimited value* across all HDFC Bank locations6) Free outstation cheque collections through Speed Clearing (for instruments with a value of up to Rs. 1 lakh)7) Up to 20 free Demand Drafts (DD) or Pay Orders (PO) per month of any value can be issued from any HDFC Bank branch8) Free RTGS (Real Time Gross Settlement) and NEFT (National Electronic Fund Transfer) collections.9) Convenient cash withdrawals and deposits at all our branches*10) Free InstaAlert registration for updates on your account as and when transactions happen. No need to visit a branch or ATM11) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render services like cash and cheque pick-ups and cash deliveries, through a reputed agency.

Max Current AccountHigh, dynamic cash deposit limit at any location makes this current account ideal for large businesses operating across the countryFeatures and Benefits:1) Maximum transactional benefits with faster mobilization of funds2) Average Quarterly Balance of Rs. 5,00,0003) Access to more than 3000 branches4) Faster collection of outstation cheques. No charges for outstation cheque collection at HDFC Bank Locations.5) Free account to account funds transfers between HDFC Bank accounts6) Free payment and collection through RTGS and NEFT7) Free Demand Drafts & Pay Orders that can be issued from any HDFC Bank branch8) Free anywhere cheque collections (through clearing) up to Rs. 3.5 Crores per month within the HDFC Bank branch network (except Dahej)9) Faster collection of outstation cheques through Speed Clearing. Speed Clearing is absolutely free with your Max Current Account10) 500 free at-par cheque leaves per month11) Free at-par cheque payments across all HDFC Bank locations for any value*12) Convenience to withdraw and deposit cash at all HDFC Bank branches*13) Combined free limit for cash deposit across all HDFC Bank Branches (Home and non-home locations) of Rs.60 lacs per month (subject to a maximum monthly free limit of Rs.200 Lacs)*.14) Register for InstaAlerts and receive updates on your account whenever transactions take place.

Agri Current AccountA current account ideally suited for those in Agriculture related industries where the nature of business is seasonal.Features and Benefits:1) Agri Current Account offers those involved in Trading of agricultural commodities, the benefit of Half Yearly Average Balance Requirement of Rs. 10000/-. As such, you need not bother about AQB charges in non-business months.2) Free unlimited cash withdrawals from Home Branch.3) 50 free Payableatpar cheque leaves per month.4) Free Cash Deposits up to Rs.10 lacs per month across all branches in your home city*.5) Free account to account funds transfers within HDFC bank.6) Free Local cheque collections and payments.7) Free payments and collections through NEFT.8) Free RTGS collections. RTGS payments @ Rs. 25 per transaction.9) Free payments (clearing transactions) at all HDFC bank locations.10) Free issuance of Pay Orders(PO)/Demand Drafts(DD) for instruments above the value of Rs.50,000/- on any HDFC Bank Locations11) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render the services like Cash & Cheque Pick-ups and Cash Deliveries, through a reputed agency.12) Free 24-hour Phone Banking, Net Banking and Mobile Banking so you can check your balance and transaction details, find out the status of your cheques or stop cheque payments.13) InstaAlerts registration to get updates on your account as and when transactions happen. No need to visit a branch or ATM.

Current Account for Hospitals and Nursing HomesBest suited for Hospitals and Nursing Homes, this current account comes with higher cash deposit limits.Features and Benefits:1) Free Cash Deposit up to Rs. 10 lakhs per month at Home Location.2) Free account to account funds transfers (local and anywhere) within HDFC bank.3) Free Local cheque collections and payments.4) Free payments and collections through NEFT.5) Free payments and collections through RTGS.6) Free cheque payments (clearing transactions) at all HDFC bank locations.7) Free cash withdrawals at Home Branch.8) 200 free Payableatpar cheque leaves per month.9) Up to 30 free Pay Orders (POs) per month can be issued from any HDFC bank branch.10) Up to 30 free Demand Drafts (DDs) per month can be issued from any HDFC bank branch.11) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render services like Cash & Cheque Pick-ups and Cash Deliveries, through a reputed agency.12) Free 24-hour Phone Banking, Net Banking and Mobile Banking so you can check your balance and transaction details, find out the status of your cheques or stop cheque payments.13) Register for InstaAlerts to get updates on your account as and when transactions happen. No visiting a branch or ATM.14) You can enjoy all the above mentioned facilities and many more by just maintaining an Average Quarterly Balance (AQB) of Rs. 40,000.

Current Account for ProfessionalsDoctors, Architects, Chartered Accountants and other professionals can derive maximum value from this current account.Features and Benefits:1) Average Quarterly Balance (AQB) requirement of Rs. 10,000.2) Free Cash Deposits up to Rs.10 lacs per month across all branches in your home city*3) Free account to account funds transfers (local and anywhere) within HDFC bank.4) Free Local cheque collection and payment.5) Free payments and collections through NEFT.6) Free payments and collections through RTGS.7) Free cheque payments (clearing transactions) at all HDFC bank locations.8) Free cash withdrawals at your home branch.9) 50 free payable atpar cheque leaves per month.10) 30 free Pay Orders (PO's) per month can be issued from any HDFC bank branch.11) 30 free Demand Drafts (DDs) per month can be issued from any HDFC bank branch.12) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render the services like Cash & Cheque Pick-ups and Cash Deliveries, through a reputed agency.13) Free 24-hour Phone Banking, Net Banking and Mobile Banking so you can check your balance and transaction details, find out the status of your cheques or stop cheque payments.14) Register for InstaQuery so you get updates on your account as and when transactions happen. No need to visit a branch or ATM.

Merchant Advantage plus Current accountBest suited for large retail outlets. Cash deposit limits are linked to transaction volumes on card swipe machines, making this current account cost effective.Features and Benefits:1) Enjoy a free monthly Cash Deposit limit* at your home branch that is four times the amount swiped at the HDFC Bank EDC Machine linked to the Merchant Advantage Plus Current Account.2) Get free Regular and Business Debit Cards with your Merchant Advantage plus Current Account.3) Pay your vendors and suppliers across the country using multiple remittance options like local, at-par cheques, Demand Drafts, Pay Orders, RTGS (Real Time Gross Settlement) for greater convenience and reduced cost.4) Enjoy 24-hour access to Net Banking, Phone Banking, ATMs and Mobile Banking.5) Enjoy special privileges with Doorstep Banking services like cash and cheque pick-ups and cash deliveries at nominal rates.6) Get special offers and a host of privileges with your Business Debit Card.7) Make your utility bill payments with Bill Pay. This service is absolutely free.8) Get free monthly account statements.9) Use InstaAlerts and get free balances and transaction alerts on your mobile phone and via email.10) Average Minimum Balance requirement is Rs.1, 00,000 per month. Non maintenance charges for the minimum balance is Rs. 1,000/- per month11) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking check your account balance, pay utility bills or stop cheque payments all via SMS.

Merchant Advantage Current accountIdeal current account for retail outlets. Cash deposit limits are linked to transaction volumes on card swipe machines, making this account cost effective.Features and Benefits:1) Enjoy a free monthly Cash Deposit limit* at your home branch location that is four times the amount swiped at the HDFC Bank EDC Machine linked to your Merchant Advantage Current Account2) Pay your vendors and suppliers across the country using multiple remittance options like local, at-par cheques, Demand Drafts, Pay Orders, RTGS (Real Time Gross Settlement) for greater convenience and reduced cost.3) Enjoy 24-hour access to your account through Net Banking, Phone Banking, ATMs and Mobile Banking4) Enjoy special privileges with Doorstep Banking services like cash and cheque pick-ups and cash deliveries at nominal rates5) Get a free Regular Debit Card, which comes with a host of privileges and benefits6) Make your utility bill payments with BillPay. This is absolutely free.7) Get free monthly account statements8) Use InstaAlerts and get free balance and transaction alerts on your mobile phone and email.9) Average Minimum Balance requirement is Rs.25, 000 per month. Non maintenance charges for the minimum balance is Rs. 300/- per month.10) Bank conveniently with facilities like Net Banking, Phone banking and Mobile Banking check your account balance, pay utility bills or stop cheque payments all via SMS.

Flexi Current AccountIdeal for businesses with high seasonal requirement. This current account offers dynamic cash deposit limits to match business seasonality thereby reducing cost.

Features and Benefits:1) Enjoy dynamic free limits on Intercity Cheque Collections & Account to Account Funds Transfer as well as Cash Deposit at home location branches based on the AMB (Average Monthly Balance) maintained*2) Take for example your AMB in a particular month is Rs.2,00,000 then your dynamic free transaction limit for that month will be as per follows:3) TransactionDynamic Free Limits*4) Cash deposit at home branchRs. 20,00,000 (10 times AMB)5) Collections and funds transfers anywhere (except Dahej)Rs. 70,00,000 (35 times AMB)6) Free RTGS/NEFT Transactions.7) 40 free Demand Drafts and 40 free Pay Orders issued from any HDFC Bank branch*8) Convenience to withdraw and deposit cash at all HDFC Bank branches*.9) Competitive pricing on Demand Drafts drawn on Correspondent Banking Locations and Outstation Cheque Collection at HDFC Bank Locations10) InstaAlerts receive updates on your account whenever transactions happen.11) Enjoy 24-hour Phone Banking, Net Banking and InstaQuery that helps you check your balance and transaction details, find out the status of cheques or stop cheque payments.12) Doorstep Banking* for your convenience and security. We will arrange for cash and cheque pick-ups and cash deliveries, through a reputed agency.

Institutional Current AccountInstitutional Current Account is a specially designed current account product for Trusts, Associations, Societies, Clubs, Non-Profit Organizations and Government Department Municipal Bodies. It has features which are specially designed keeping in mind the requirement of the Institutional segment.Features and Benefits:1) Free local and anywhere fund transfer facility within HDFC Bank.2) Free local and anywhere cheque payment facility.3) Free anywhere cheque collection of Rs. 350 lac per month, above which charges at Rs. 1.50/1000 subject to minimum of Rs. 50 per transaction.4) Free bulk transaction of 300 transactions per month, beyond which Rs. 10 per transaction.5) Free Outstation cheque collection at Bank location.6) Minimum free limit for cash deposit at home location is Rs. 50 lac per month or 50 transactions, whichever is lower, beyond which charges at Rs. 4 / 1000.7) Free cash withdrawal at Home Branch.8) Free DD/PO payable at Bank location.9) Free 25 RTGS / NEFT payment transactions per month.10) Free collections through RTGS / NEFT.11) Free 500 payable at par cheque leaves per month, beyond which Rs. 2 per cheque leave.12) Free InstaAlerts registration for updates on your account as and when transactions happen. No need to visit a branch or ATM.13) Doorstep Banking* - a channel that is convenient, secure and hassle-free. We will arrange to render services like Cash & Cheque pick-ups and Cash Deliveries, through a reputed agency.

1.2.3 PROBLEMS OF THE ORGANIZATION1) 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.

1.3 Introduction to customer satisfactionCustomer 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 aproduct/service that meets the customers needs, wants, and expectations.The level of satisfaction is determined not only by the quality and type of customer experiencebut 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 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.

1.3.1 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 ofan organization.Customer satisfaction measurement helps the organization to know: Howwellaretheproductsandservicesabletomeetcustomer needs and expectations? How well is the business process working? Where to make the changes to improve the performance ofproduct or process? What is the effect of the changes made for improvements?

1.3.2 Information searchOnce the consumer has recognized a problem, they search for information on products and services that can solve that problem. Belch and Belch (2007) explain that consumers undertake both an internal (memory) and an external search.Sources of information include: - Personal sources Commercial sources Public sources Personal experiences

The relevant internal psychological process that is associated with information search is perception. Perception is defined as the process by which an individual receives, selects, organizes, and interprets information to create a meaningful picture of the world. 1.3.3 The selective consumer behavior processStage Description Selective exposure consumers select which promotional messages they will expose themselves to. Selective attention consumers select which promotional messages they will pay attention to Selective comprehension consumer interpret messages in line with their beliefs, attitudes, motives and experiences Selective retention consumers remember messages that are more meaningful or important to themThe implication of the process helps develop an effective promotional strategy, and select which sources of information are more effective for the brand.

1.3.4 Information evaluationAt this time the consumer compares the brand and products that are in their evoked set. How can the marketing organization increase the likelihood that their brand is part of the consumers evoked set? Consumers evaluate alternatives I terms of the functional and psychological benefits that they offer. The marketing organization needs to understand what benefits consumers are seeking and therefore which attributes are most important in terms of making a decision.Purchase decisionOnce the alternatives have been evaluated, the consumer is ready to make a purchase decision. Sometimes purchase intention doesnt result in an actual purchase. The marketing organization must facilitate the consumer to act on their purchase intention. The organization can use variety of technique to achieve this. The provision of credit or payment terms may encourage purchase, or a sales promotion such as the opportunity to receive a premium or enter a competition may provide an incentive to buy now. The relevant internal psychological process that is associated with purchase decision is integration. Once the integration achieved, the organization can influence the purchase decisions much more easily.Post purchase evaluationIt is common for the customers to experience concerns after making a purchase decision. This arises from a concept that is known as cognitive dissonance. The customer, having bought a product, may feel that an alternative would have been preferable. In these circumstances that customer will not repurchase immediately, but is likely to switch brands next time.To manage the post-purchase stage, it is the job of the marketing team to persuade the potential customer that the product will satisfy his or her needs. Then after having made a purchase, the customer should be encouraged that he or she has made the right decision. It is not affected by advertisement.Internal influencesConsumer behavior is influenced by demographics, psychographics, personality, motivation, knowledge, attitudes, beliefs and feelings. Consumer behavior concern with consumer need consumer actions in the direction of satisfying needs leads to his behavior of every individual depend on thinking.External influences Consumer behavior is influenced by: culture, sub-culture, locality, royalty, ethnicity, family, social class, reference groups, lifestyle, sex and all.

Chapter 2

LITERATUREREVIEW

3.1 LITERATURE REVIEWBoth 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. (Nicolas Lundahl, Fatima Vegholm, Lars Silver, Managing Service QualityVolume: 19Issue: 52009)The purpose of this paper is to explore the relationship between corporate social responsibility (CSR) and customer outcomes. This paper reviews the literature on CSR effects and satisfaction, noting gaps in the literature. A series of propositions is put forward to guide future research endeavors. By understanding the likely impact on customer satisfaction of CSR initiativesvis--viscustomer-centric initiatives, the academic research community can assist managers to understand how to best allocate company resources in situations of low customer satisfaction. Such endeavors 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 endeavors may assist researchers to redefine the stakeholder view by placing customers at the center of a network of stakeholders. 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. (Lynette M. McDonald, Sharyn Rundle-Thiele, International Journal of Bank MarketingVolume: 26Issue: 32008)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. 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.?2tests were also carried out to show the linked .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. ( Goitom Tesfom, Nancy J. Birch Journal of Services MarketingVolume: 25Issue: 52011)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.. (Gordon H.G. McDougall,Birch Journal of Services MarketingVolume: 25Issue: 52011)Results from independent two-samplet-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. This study was conducted among employees of two higher education institutions. Thus, further research needs to test the research results in a diverse population. 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. ( Goitom Tesfom, Nancy J. Birch Journal of Services MarketingVolume: 25Issue: 52011)

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. (Gordon H.G. McDougall, (Professor of Marketing, School of Business and Economics, Wilfred Laurier University, Waterloo, Ontario, Canada),Terrence Levesque, (Professor of Economics, School of Business and Economics, Wilfrid Laurier University, Waterloo, Ontario, Canada)

Chapter 2

RESEARCHMETHODOLOGY

RESEARCH METHODOLOGY3.1 OBJECTIVES OF THE STUDYMain objective: To know the customers satisfaction level andtheir perception towards of HDFC Bank services.

Sub objectives: To know that whether the customer is getting prompt services from the bank or not. To know the level of interest of customer towards differentproducts 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.

3.2 RESEARCH METHODOLOGYThis 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 given problem that is to find out the course of action, the action the objectives can be obtained optimally in the context of a given environment.

RESEARCH DESIGNA framework or blueprint for conducting the research project. It specifies the details of the procedures necessary for obtaining the information neededto 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 anappropriate form for data collection. Specify the sampling process and sampling size. Develop a plan of data analysis.3.3 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 satisfactionlevel can be measured easily.SECONDARY DATA:-Secondary data means data that are already available i.e. they refer the data which have already been collected and analyzed by someone else. When the researcher utilizes secondary data, than he has to look into various sources from where he can obtain them, in this case he is certainly not confronted with the problems that are usually associated with the collection of original data. Secondary data may either be published data or unpublished data. Usually published data are available in:The main source of information for the project was Weekly magazine; Internet NewspapersRESEARCH PERIODResearch work is done in 6 weeks from 08 June to 08 July 2013.AREA OF STUDYThe area of survey is Panipat City.SAMPLE SIZEThe sample of 100 persons was taken on the basis of convenience.

Tools for analysisGraphical tools: Graphical tools used arePie chartBar diagram

LIMITATIONSAll 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 BIASED:- 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.

Chapter 4Data AnalysisAndInterpretation

Data AnalysisQ. 1 CUSTOMER PROFILE OF SURVEYED RESPONDENTSTable 4.1 Customer Profiles of Surveyed Respondents.FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Business9292%

Profession88%

Services00%

Total100100%

Source: questionnaire survey

Figure 4.1OCCUPATIONS OF THE RESPONDENTS 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.

Q. 2 HOW LONG YOU ARE A PART OF HDFC BANK?Table 4.2FeedbackNo. of RespondentsPercentage of Respondents (N=100)

Less Than 6 Months2020%

Less Than 1 Year3737%

Less Than 2 Years1414%

More Than 2 Years2929%

Total100100%

Figure 4.2Time period of stay in HDFC BankINTERPRETATION: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.

Q. 3. WHAT ARE THE REASONS THAT ATTRACT YOU TO BE A CUSTOMER OF THE BANK?Table 4.3FeedbackNo. of RespondentsPercentage of Respondents (N=100)

Its Image4040%

Its Services3030%

Its Product2020%

All Above1010%

Total100100%

Figure 4.3Major attraction of the bankINTERPRETATION: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.

Q.4. ARE YOU SATISFIED WITH THE FEATURES AND BENEFITS OF THE PRODUCTS OF CURRENT ACCOUNT?Table 4.4FeedbackNo. of RespondentsPercentage of Respondents (N=100)

Strongly Agree2222%

Agree4747%

Neutral2929%

Disagree22%

Strongly Disagree00%

Total100100%

Source: questionnaire survey

Figure 4.4HDFC Bank is providing satisfaction to customers.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.

Q 5. Which product of current account you prefer?Table 4.5FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Regular Current Account2525%

Premium Current Account4646%

Trade Current Account1515%

Plus Current Account1414%

Total100100%

Source: questionnaire survey

Figure 4.5 Product of current account you prefer the most.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.

Q 6. Would you recommend current account of HDFC Bank to others?Table 4.6FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Definitely4848%

Probably2222%

Might or might not2727%

Probably Not33%

Definitely Not00%

Total100100%

Figure 4.6 current account recommendation of HDFC Bank to othersINTERPRETATION: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.

Ques 7. Do you know about extra services being provided by the bank?Table 4.7FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Yes100100%

No00%

Total100100%

Source: questionnaire survey

Figure 4.7 Knowledge about extra services being provided by the bank.INTERPRETATION:From the above analysis it is concluded that all respondents know about extra services being provided by the bank.

Q 8. Which of the following extra services of the bank would you like to go in for?Table 4.8FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Phone Banking55%

ATM4040%

Net Banking55%

Bill Payment1010%

All Above4040%

Total100100%

Source: questionnaire survey

Figure 4.8 Extra benefits asked by respondents from bank.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.Ques 9. Do you always get prompt services whenever you visit the branch?Table 4.9FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Always3030%

Often3434%

Sometimes2727%

Rarely77%

Never22%

Total100100%

Prompt services whenever visit to the branch.

Figure 4.9INTERPRETATION: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.

Ques10. If another bank provides you same facilities, would you like to switch to other bank?Table 4.10FeedbackNo. of RespondentsPercentage of Respondents(N=100)

No, Not At All4848%

I May Consider2222%

Yes, Surely22%

Cant Say2828%

Total100100%

ANALYSIS 11: Preference of other bank over HDFC Bank.

Figure 4.10INTERPRETATION: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.

Q. 11. What is your overall satisfaction rating with HDFC Bank ?Table 4.11FeedbackNo. of RespondentsPercentage of Respondents(N=100)

Very Dissatisfied00%

Somewhat Dissatisfied22%

Neutral2929%

Somewhat Satisfied4747%

Very Satisfied2222%

Total100100%

ANALYSIS11: Overall satisfaction rating with HDFC Bankcurrent account.

Figure 4.11INTERPRETATION: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.

Chapter 5

Finding SuggestionConclusion

FINDING & LEARNING1) 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 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.5) 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.6) 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.7) It is concluded that all respondents know about extra services being provided by the bank.8) 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.9) 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.10) 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.11) 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.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.

SUGGESTIONS1. Bank should try to retain the loyal customers.2. Bank should try to attract customers by its services and products3. 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 makeits procedures less time consuming.8. Bank should try to satisfy its customers in overall performance.

CONCLUSION

5.2.1 CONSUMER RESEARCH:Consumer research deals with consumer and their problem and solution to the problem. This study helps to know about the consumers need and expectation levels regarding products and ascertainable levels of consumer satisfaction.5.2.2 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.

BIBLIOGRAPHYBOOKS:Kotler, P., Marketing Management, South Asian Perspective 12th Edition, 2007, Dorling Kindersley (India) Pvt. Ltd., New Delhi Pp-45-57.Icmr, Marketing Management Ifcai University, 2004, Banjara Hills, Hyderabad.Philip Kotler, Marketing Management, 11th Ed, Princeton-Hall India2003 Marketing Research-Naresh .K.MalhotraMarketing Management:ICMR Publication

Business Research methods:ICMR Publication

Marketing Management - V.S. Ramaswamy, Research Operation Research VittalMagazine:Business TodayBusiness WorldWEBSITES:1. www.hdfcbank.com2. www.scribed.com`3. www.google.co.in4. www.hdfcbank.com/personal/prd_glance.htm5. http://en.wikipedia.org/wiki/Yes_Bank6. http://en.wikipedia.org/wiki/State_Bank_of_India7. http://en.wikipedia.org/wiki/Kotak_Mahindra_Bank8. http://en.wikipedia.org/wiki/Axis_Bank9. http://en.wikipedia.org/wiki/ICICI_Bank10. http://www.hdfcbank.com/personal/accounts/current_accounts/plus_current_account/plus_acc.htm11. http://www.hdfcbank.com/personal/accounts/current_accounts/trade_current_account/trade_acc.htm12. http://www.hdfcbank.com/personal/accounts/current_accounts/premium_current_account/premium_acc.htm13. http://www.hdfcbank.com/personal/accounts/current_accounts/regular_current_account/regularcc_acc.htm

QUESTIONNAIREPERSONAL INFORMATION:-NAME :-CONTACT NUMBER :-ADDRESS :-OCCUPATION : - 1) Business 2) Profession 3) Service

Q. 1 Customer Profile of Surveyed RespondentsBusiness

Profession

Services

Total

Ques 2.HOW LONG YOU ARE A PART OF HDFC BANK?Less than 6 monthsLess than 1 yearLess than 2 yearsMore than 2 years

Ques 3. What are the reasons that attract you to be a customer of the bank?Its ImageIts ServicesIts ProductsAll Above

Ques4. Are you satisfied with the features and benefits of the products of current account?YesNo

Ques 5. Which product of current account you prefer?Regular Current AccountPremium Current AccountTrade Current AccountPlus Current AccountQues 6Would you recommend product of HDFC Bank to others?DefinitelyProbablyMight or might notProbably NotDefinitely NotQues 7. Do you know about extra services being provided by the bank?YesNoQues8. Which of the following extra services of the bank would you like to go in for?Phone BankingATMNet Banking Bill PaymentAll Above

Ques9. Do you always get prompt services whenever you visit the branch?AlwaysOften SometimesRarelyNeverQues10. If another bank provides you same facilities, would you like to switch to other bank? No, not at all I may considerYes, surely Cant say

Ques11. What is your overall satisfaction rating with HDFC Bank?Very Dissatisfied Somewhat DissatisfiedNeutralSomewhat SatisfiedVery Satisfied