Presentation On Customer Satisfaction Towards HDFC Bank

Presented By Sanjana 1174443

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 banks 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 customers 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 Eservices To 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 COLLECTION

Primary 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

1 Association with HDFC Bank Table 4.1

Response

No. of Respondents

%age of Respondents 20

Less than 6 Months old Less than 1 Year old

40

Less than 2 Years old 3

15

More than 2 Years old Total

25

20

100

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.

2. Reasons for attraction towards bank Table 4.2

Response

No. of Respondents

%age of Respondents

Image Extra Services Services All of above

5 5 7 3

25 25 35 15

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.

3. Awareness

of customer about different services

Table 4.3

Response

No. of Respondents

%age of Respondents

Yes

12
8

60

No

40

Total

20

100

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.

4. Knowledge of customer about different services Table 4.3

Response

No. of Respondents

%age of Respondents 100 100 65 25 10 5

Saving a/c Fixed deposits Current a/c Demat a/c Credit cards Mutual funds

20 20 13 5 2 1

Loans

30

Interpretation:
From the above graph it is clear that majority of the respondents are known of saving a/c & FDs 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.

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

Response

No. of Respondents

%age of Respondents

Yes

13

65

No

35

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.

6. Type of E-services used by customer Table 4.6

Response

No. of Respondents

%age of Respondents 10 20 10 10 5 10

Phone banking ATM Net banking Bill payment Non of these All of these

2 4 2 2 1 2

Interpretation:
From the above graph it is clear that10% of the respondents used phone banking, 20% for ATMs, 10% for net banking, 10% for bills payment, 5% dont want any innovative services and 10% want all these services.

7. Perception regarding service of the bank Table 4.7

Response

No. of Respondents

%age of Respondents

Good Average Poor

5 13 2

25 65 10

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.

8. Satisfaction with the dealing of the bank officials Table 4.8

Response

No. of Respondents

%age of Respondents

Yes No To some extent

6 5 9

30 25 45

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.

9. Level of customer relationship services Table 4.9

Response

No. of Respondents

%age of Respondents

Good

25

Average

12

60

Poor

15

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 bank Table 4.10

Table using Likert scale Table 4.11

Excellent

Very good

Good

Avera ge

Poor

Level of Satisfaction with Bank

3.2

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 Eservices 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 banks services but the Bank should try to create more awareness among people. HDFC Bank should lay more stress on advertisements, both in print as well as in other media for this purpose. Number of formalities should reduce, as customer feels irritated with lots of formalities and it will save the time of customer and Bank also.