PresentationOn

“Customer Satisfaction TowardsHDFC Bank”

Presented BySanjana1174443

The Housing Development Finance Corporation Limited

(HDFC) was amongst the first to receive an ‘in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994.

HDFC BANK business strategy emphasizes the following:Maintain current high standards for asset quality through disciplined credit risk management.Develop innovative products and services that attract the targeted customers and address inefficiencies in the Indian financial sector.Continue to develop products and services that reduce bank’s cost of funds.Focus on high earnings growth with low volatility.

Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations.

Benefits of Customer Satisfaction It creates better teamwork and much improved work process. It leads to higher output and superior quality product. It decreases the turnover.Reduced overheads, and increase customer satisfaction level's inter departmental.It enhance communication and helped in team building, hence there is less wasted effort caused by lack of common purpose and poor communication. A good employee feedback survey improves employee attitude and boosts morals.

Level one of customer Satisfaction - A level one customer is a customer who is not satisfied with the company. In this case the customer satisfaction is at minimum.

Level 2 to Level 4 of customer satisfaction – Most of the companies fall in this level. This is because this is the average level of customer satisfaction. Level five of customer Satisfaction - Level five of the customer satisfaction level represents a group of customers who are highly satisfied customers.

Customer Delight  One variant of high customer satisfaction is customer delight.

This happens when a particular company exceeds customer expectations. why the bigger manufacturing companies have been able to show growth over a consistent period of time.

To know the customer awareness regarding different services.To know the preference of customer regarding the E-servicesTo know the customer satisfaction level and their perception regarding HDFC Bank.

 

Research is a careful investigation or inquiry especially through search for new facts in branch of knowledge.

RESEARCH DESIGN A framework or blueprint for conducting the research project.

It specifies the details of the procedures necessary for obtaining the information needed to structure and/or solve research problems.

METHODS OF DATA COLLECTIONPrimary Data -The method followed in obtaining the primary data was through the structured questionnaire. Secondary Data- It refers to the information or facts already collected. The data was taken from internet and journals.

Sample size Sampling size refers to total number of respondents targeted

for collecting the data for the research. The sample size for survey conducted was 20 respondents.

Sampling Unit Customers of HDFC Bank

Sampling Technique The selection of respondents was done on the basis of

Convenience Sampling technique.

It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but few would have reminded due to limitations of the study. These are:The research was carried out in a short period Limited sample size The information given by the respondent might be biased some of them might not be interested to given correct information

.      

Analysis and data interpretation

Response No. of

Respondents

%age of

Respondents

Less than 6 Months

old

4 20

Less than 1 Year old 8 40

Less than 2 Years

old

3 15

More than 2 Years

old

5 25

Total 20 100

1 Association with HDFC BankTable 4.1

Interpretation:From the above graph it is clear that majority of the respondents are part of HDFC Bank from less one year i.e. 40%; 25% of the respondents are part of HDFC Bank from last more than 2 years; 20% respondents from 6 months and remaining 15% respondents are part of HDFC Bank for last two years.

Response No. of

Respondents

%age of

Respondents

Image 5 25

Extra Services 5 25

Services 7 35

All of above 3 15

2. Reasons for attraction towards bank Table 4.2

Interpretation:From the above graph it is clear that majority of the respondents i.e. 35% are become part of HDFC Bank because of its services; 25% because of its image; 25% because of its extra services and rest because of all the three factors.

Response No. of

Respondents

%age of

Respondents

Yes 12 60

No 8 40

Total 20 100

3. Awareness of customer about different servicesTable 4.3

Interpretation:From the above graph it is clear that majority of the respondents are aware of products and services offered by HDFC Bank i.e. 60% and 40% respondents are not aware of services offered by HDFC Bank.

Response No. of

Respondents

%age of

Respondents

Saving a/c 20 100

Fixed deposits 20 100

Current a/c 13 65

Demat a/c 5 25

Credit cards 2 10

Mutual funds 1 5

Loans 6 30

4. Knowledge of customer about different services Table 4.3

Interpretation:From the above graph it is clear that majority of the respondents are known of saving a/c & FD’s i.e. 100%.65% are known about current a/c, 25% demat a/c, 10% credit card, 5% mutual fund and 30% are known of loans.

Response No. of

Respondents

%age of

Respondents

Yes 13 65

No 7 35

5. Knowledge of the E- services that are provided by the bankTable 4.5

Interpretation:From the above graph it is clear that 65% of the respondents are known about the innovative services and the rest is unknown about it.

Response No. of

Respondents

%age of

Respondents

Phone banking 2 10

ATM 4 20

Net banking 2 10

Bill payment 2 10

Non of these 1 5

All of these 2 10

6. Type of E-services used by customerTable 4.6

Interpretation:From the above graph it is clear that10% of the respondents used phone banking, 20% for ATM’s, 10% for net banking, 10% for bills payment, 5% don’t want any innovative services and 10% want all these services.

Response No. of

Respondents

%age of

Respondents

Good 5 25

Average 13 65

Poor 2 10

7. Perception regarding service of the bankTable 4.7

Interpretation:From the above graph it is clear that 25% of the respondents found the service of HDFC Bank good, 65% found it average and 10% found it poor. 

Response No. of

Respondents

%age of

Respondents

Yes 6 30

No 5 25

To some extent 9 45

8. Satisfaction with the dealing of the bank officialsTable 4.8

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

Response No. of

Respondents

%age of

Respondents

Good 5 25

Average 12 60

Poor 3 15

9. Level of customer relationship servicesTable 4.9

Interpretation:From the above graph it is clear that 25% of the respondents said HDFC Bank is good in maintaining customer relationship, 60% said it is average and rest 15% said it is poor in the maintenance.

10. Level of overall satisfaction with bankTable 4.10

  ExcellentVery good Good

Average Poor

Level of Satisfaction with Bank     3.2    

Table using Likert scaleTable 4.11

Interpretation:From the above graph it is clear that the respondents give good response regarding satisfaction level with bank.

Majority of the customers are aware of services and E- services offered by HDFC Bank. But not all the services.Majority of the respondents are found the bank is average in maintaining the good customer relationship.The perception of the majority of the customer regarding the bank is good because majority of the customers are satisfied with the bank and they also recommend the products of the bank.The majority of the customers are satisfied with the dealing of the officials upto some extent.Main factor that attract customers towards bank is the services of the bank.Majority of the customers are satisfied with HDFC Bank.

More stress should give on the advertisement and promotional activities.The Bank should make some efforts to improving good relationship with customer.The bank should enhance their services according to the needs of the customer.The bank makes its procedures less time consuming. The bank should make effort to aware the customers about their all the E- services.

At the end I would like to conclude that The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 trillion by 2010. HDFC bank had a network of 1,142 branches And 3,295 automated teller machines in 528 cities in India.. The majority of customers are satisfied. But the bank should target on the rest of the customers who are not satisfied. The customers are aware about the bank’s services but the Bank should try to create more awareness among people. HDFC Bank should lay more stress on advertisements, both in print as well as in other media for this purpose. Number of formalities should reduce, as customer feels irritated with lots of formalities and it will save the time of customer and Bank also.