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A

Summer Project Report

On

In the Depth Study of Customer Awareness & Perception


towards E-Banking channel (Direct Banking Channel)

At

HDFC Bank Ltd. Palanpur Branch

Submitted to

Prof. Bhavin Pandya


Head of the Department
S.V. Institute of Management, Kadi
Hemchandracharya North Gujarat University

In The Partial Fulfillment Of


The Requirement Of Master Of Business Administration (MBA)
Batch: 2008-10

Submitted by

Rajesh Desai (Roll No: 7 Div-A)


Ashwin Chaudhary (Roll No: 6 Div-A)

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PREFACE

The banking sector is the life line of any modern economy. It is one of the important
pillars of the financial system, which plays vital role in success /failure of an economy. It
is a well known fact that banks are one of the oldest financial intermediaries in the
financial system. They play crucial role in the mobilization of deposits from and
disbarment of credit to various sector of the economy. The banking system reflects the
economic health of the country.

E-Commerce and E-banking are two buzzwords in today’s global commercial activities.
E-Banking or electronic banking refers to conducting banking activities with the help of
information technology. The use of internet and other e-channel increases the efficiency
of the banks by enabling them to deliver the bank services to the click of the mouse and
by demolishing all the physical boundaries.

As a student of S.V. Institute of management, Kadi, we got opportunity of invest our


time of summer in HDFC Bank in palanpur branch. So that we can get the knowledge in
the world of practical management. It is very interesting task to prepare a summer
project report but not so easy. So, in the context of these criteria we have analyzed the
awareness and perception of the customer towards the direct banking channel of
HDFC Bank in palanpur city. The purpose behind this report is to know the market
practically, which differs from theoretical part.

The report contains a number of features that we believe favorably distinguish them.
Especially, we wish to mention that we have tried to keep language simple and straight
and presentation of the entire matter as evidences by classification of topics in the parts
and section and attempt.

Rajesh Desai
Ashwin Chaudhary

S.V. Institute of Management, Kadi -2-


ACKNOWLEDMENT

Every work in this world is done with the help of some One. These person are directly or
indirectly involved in that work. We should thank the person who has helped us in our
work, so here in this page we are doing the work of thanking those all person who
helped in this report.

We expressed our gratitude to my university, our college and Prof. Bhavin Pandya, the
head of department of our college for providing us this opportunity to undergo this
orientation-training program.

We are greatly thankful to Mr. Nilesh Pujara, the Branch Manager of HDFC Bank,
Palanpur branch for his kind response and co-operation. We are grateful to Mr. Ashish
Raval, the deputy manager of the HDFC Bank a, Palanpur branch and our project guide
for give us the vast knowledge of the Direct Banking Channel of HDFC Bank. We have
got lots of practical knowledge of banking from your side.

We are thankful to Prof. Mitesh jayswal, Prof Kalpesh Prajapati & Prof Sushil Mohanty
to guide us at every step of our project and giving us a direction for excellent project
work. We are very thankful to Prof. Nikunj Patel for teaching us the SPSS software. We
are also thankful to Mr. Rakesh Mevada for his amazing support to us in our project.

We are specially thankful to Mr. Tushar Pradhan, Mr. Mahebub Moriya, Mr. Iqbal
Parmar and Mr. Keyur mattad for their support in our work for the project.

Finally we are thankful to all those person who directly or indirectly help us in our
project.

Rajesh Desai
Ashawin
Chaudhary

S.V. Institute of Management, Kadi -3-


EXECUTIVE SUMMARY

We have made the summer project report on awareness and perception of the customer
towards the Direct Banking Channel of the HDFC Bank because in today’s fastest world
the DBC helps bank for provide a better service to the customer and increase its
efficiency of the bank.

Around 26% respondent responded that E-Banking channel (DBC) is more convenient
way for banking and 74% customer prefer branch banking for more convenient way for
banking.

We have done our research project on all the different parameter of Direct Banking
Channel those are ATM, Net Banking, Mobile Banking, Phone Banking, Insta alert and
Insta query. All the respondents of our survey are well aware with ATM facility of the
bank. The awareness of net banking is around 53% in palanpur city. Around 43%
respondents are aware with mobile banking facility, 36% respondents are well aware
with the phone banking facility, 56% respondent are aware with the Insta alert facility of
the bank. But the awareness of Insta query is very law that is only 8.5%.

The use of E-Banking channel (DBC) is different than the awareness of the E-Banking
Channel of the bank. Most of customers are using the ATM facility of the bank. Around
22% Customers are using the net banking facility, 12% customers are using mobile
banking facility, 8.8% customer are using phone banking facility ,and only 3.6%
customers are using Insta query facility for their transaction. These all figures are
different than the awareness of the different banking channel.

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When the customer who are not using the different banking channel asked about the
reason why they are not using the particular facility they give different reason for no use
of the E-Banking Channel (DBC). Most of customers are using the ATM facility of the
bank.

The customer are using different direct banking channel for different purpose. Maximum
customer are using ATM for withdrawal cash and showing balance of the account.
Showing balance and fund transfer is two maximum use of the net banking facility. Most
of customer are using phone banking facility for know the balance of the account. Very
few customers are using the Insta query facility of the bank. They use this facility for
getting transaction history and get a balance detail.

The satisfaction level of the customer towards the direct banking channel is excellent
because most of customers who are using the direct banking channel are satisfied with
the particular facility of the bank. That is the result of the good service which provide by
the bank.

The customer care facility is very important for the direct banking channel of the bank.
Around 71.6% respondent say that the customer care facility of HDFC bank is good
around 18.8% respondent say the customer care facility is excellent.

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Contents

No Page
Particulars
No
1 Indian Banking Industry 1
1.1 Banking Industry At Glance 1
1.2 History of Indian banking industry 2
1.3 Structure of Indian banking industry 4
1.4 Indian banking system 5
1.5 Opportunity of Indian banking industry 6
2 HDFC Bank Introduction 7
2.1 History of the bank 7
2.2 Mission vision and objective 7
2.3 Company profile 8
2.4 Promoters 9
2.5 Capital Structure 9
2.6 Distribution Network 10
2.7 Technology 10
2.8 Business 11
2.9 Awards 13
3 Product of HDFC Bank 15
4 E-Channel(Direct Banking Channel) 19
4.1 Introduction 19
4.2 ATM 19
4.3 Net Banking 22
4.4 Mobile Banking 23
4.5 Phone Banking 25
4.6 Insta alert 26
4.7 Insta Query 27
5 Research Methodology 28
5.1 Research Topic 28
5.2 Objective of the study 28
5.3 Research Design 28
5.4 Data collection 28
5.5 Sampling Method 28

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5.6 Limitation of the study 29
6 Data analysis and interpretation 30
Que-1 Which type of account you have in HDFC Bank? 30
Que-2 How often do you visit the bank? 31
Que-3 For which transaction you are come to the bank? 32
Que-4 According to you which is more convenient way for 33
banking?
Que-5 “Banking through E-channel is safe & secure” 34
present your view
Que-6 Are you aware about the below E-Banking channel? 35
1 ATM 35
2 Net Banking 36
3 Mobile Banking 37
4 Phone Banking 38
5 Insta alert 39
6 Insta query 40
Que-7 Have you ever done any transaction through below 41
E-Banking channel?
1 ATM 41
2 Net Banking 42
3 Mobile Banking 43
4 Phone Banking 44
5 Insta query 45
Que-7 B If ‘No’ than what is reason for not using E-Banking 46
channel
1 ATM 46
2 Net Banking 47
3 Mobile Banking 48
4 Phone Banking 49
5 Insta alert 50
6 Insta query 51
Que-8 What is your purpose for using E-Banking 52
Channel?
1 ATM 52
2 Net Banking 53
3 Mobile Banking 54
4 Phone Banking 55
5 Insta Query 56

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Que-9 How much you satisfied with the below E-Banking 57
channel?
1 ATM 57
2 Net Banking 58
3 Mobile Banking 59
4 Phone Banking 60
5 Insta alert 61
6 Insta Query 62
Que-10 According to you customer care facility of HDFC 63
Bank is?
7 Findings and Recommendation 64
8 Hypothesis Testing 66
8.1 ‘Z’ Test 66
8.2 Chi-square Test 70
9 Bibliography 76
10 Annexure 77

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Table of Graph

No Title Page No
1 Type of Account 30
3 Visit of the Bank 31
3 Purpose for visit the bank 32
4 More convenient way for banking 33
5 Perception towards safety and security of E-Banking 34
6 Awareness of ATM 35
7 Awareness of Net Banking 36
8 Awareness of Mobile Banking 37
9 Awareness of Phone Banking 38
10 Awareness of Insta alert 39
11 Awareness of Insta Query 40
12 Transaction through ATM 41
13 Transaction through Net Banking 42
14 Transaction through Mobile Banking 43
15 Transaction through Phone Banking 44
16 Transaction through Insta query 45
17 Reason for not using ATM 46
18 Reason for not using Net Banking 47
19 Reason for not using Mobile Banking 48
20 Reason for not using Phone Banking 49
21 Reason for not using Insta alert 50
22 Reason for not using Insta query 51
23 Purpose for using ATM 52
24 Purpose for using Net Banking 53
25 Purpose for using Mobile Banking 54
26 Purpose for using Phone Banking 55
27 Purpose for using Insta query 56
28 Satisfaction with ATM 57
29 Satisfaction with Net banking 58
30 Satisfaction with Mobile Banking 59
31 Satisfaction with Phone Banking 60
32 Satisfaction with Insta alert 61

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33 Satisfaction with Insta Query 62
34 Customer care Facility 63

Chapter:- 1 Indian Banking Industry

1.1 Banking Industry at Glance

Banking is nearly as old as civilization. The history of banking could be said to have
started with the appearance of money. The first record of minted metal coins was in
Mesopotamia in about 2500B.C. the first European banknotes, which was handwritten
appeared in1661, in Sweden. Cheque and printed paper money appeared in the 1700’s
and 1800’s, with many banks created to deal with increasing trade.

The history of banking in each country runs in lines with the development of trade and
industry, and with the level of political confidence and stability. The ancient Romans
developed an advanced banking system to serve their vast trade network, which
extended throughout Europe, Asia and Africa.

Modern banking began in Venice. The word bank comes from the Italian word “ban
co”, meaning bench, because moneylenders worked on benches in market places. The
bank of Venice was established in 1171 to help the government raise finance for a war.

At the same time, in England merchant started to ask goldsmiths to hold gold and silver
in they’re safes in return for a fee. Receipts given to the Merchant were sometimes used
to buy or sell, with the metal itself staying under lock and key. The goldsmith realized
that they could lend out some of the gold and silver that they had and charge interest, as
not all of the merchants would ask for the gold and silver back at the same time.
Eventually, instead of charging the merchants, the goldsmiths paid them to deposit their
gold and silver.

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The bank of England was formed in 1694 to borrow money from the public for the
government to finance the war of Augsburg against France. By 1709, goldsmith were
using bank of England notes of their own receipts.

New technology transformed the banking industry in the 1900’s round the world, banks
merged into larger and fewer groups and expanded into other country.

1.2 History of Indian Banking Industry

Banking in India has a long and elaborate history of more than 200 years. The beginning
of this industry can be traced back to 1786, when the country’s first bank, Bank of
Bengal, was established. But the industry changed rapidly and drastically, after the
nationalization of banks in 1969.

Indian Banking sector is dominated by Public sector banks (PSBs) which accounted for
72.6% of total advances for all SCBs as on 31st March 2008. PSBs have rapidly
expanded their foot prints after nationalisation of banks in India in 1969 and further in
1980. Although there is a restrictive entry/expansion for private and foreign banks in
India, these banks have increased their presence and business over last 5 years.

Peculiar characteristic of Indian banks unlike their western counterparts such as high
share of household savings in deposits (57.4% of total deposits), adequate capitalization,
stricter regulations and lower leverage makes them less prone to financial crisis, as was
seen in the western world in mid FY09.

The Scheduled Commercial Banks (SCBs) in India have shown an impressive growth
from FY04 to the mid of FY09. Total deposits, advances and net profit grew at CAGR of
19.6%, 27.4% and 20.2% respectively from FY03 to FY08. Banking sector recorded
credit growth of 33.3% in FY05 which was highest in last 2 and half decades and credit
growth in excess of 30% for three consecutive years from FY04 to FY07, which is best

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in the banking industry so far. Increase in economic activity and robust primary and
secondary markets during this period have helped the banks to garner larger increase in
their fee based incomes.

A significant improvement in recovering the NPAs, lowest ever increase in new NPAs
combined with a sharp increase in gross advances for SCBs translated into the best asset
quality ratio for banking sector in last two decades. Gross NPAs to gross advances ratio
for SCBs decreased from the high of 14% in FY2000 to 2.3% in FY08.

With in the group of banks, foreign and private sector banks grew at higher rate than the
industry from FY03 to FY08 primarily because of lower base effect and rapid expansion
undertaken by these banks. In FY09, overall growth in credit and deposits was led by
PSBs. However, growth of private and foreign banks was significantly lower in FY09
due to their high exposure to stressed sectors and problem at parent level for foreign
banks.

Unsecured bank credit has risen over the years and stood at 23.3% of bank credit in
FY08 as compared to just 10.9% in FY2000. Lending to sensitive sector has also grown
at CAGR of 46.1% from FY05 to FY08. In the backdrop of the economic downturn, we
feel that the excellent performance seen in last five years ended FY08 will be difficult to
repeat in coming years.

We expect that with the downturn in the economy, credit and deposit growth will
moderate in coming years. Credit growth will be led by spending on the infrastructure
while retail credit will show a moderate growth. Margin pressures due to lag effect of
rate cuts between interest rate on deposits and advances, lower treasury gains and core
fee income and increasing in provisions for NPAs is likely to put pressure in the bottom
line of the banks.

Going forward, PSBs’ which are close to the required lower level of government stake
and have concentrated presence in particular region are likely to consider its merger with
other PSB as an important option if they want to sustain the growth seen in past.

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1.3 Structure

The Indian banking system can be classified into nationalized banks, private banks and
specialized banking institutions. The industry is highly fragmented with 30 banking units
contributing to almost 50% of deposits and 60% of advances. The Reserve Bank of India
is the foremost monitorin g body in the Indian Financial sector. It is a centralized body
that monitors discrepancies and shortcomings in the system.

Banking segment in India functions under the umbrella of Reserve Bank of India (RBI)
– the regulatory, central bank. This segment broadly consists of:
1. Commercial Banks
2. Co-operative Banks
The commercial banking structure in India consists of:
1. Schedule Commercial Banks
2. Unscheduled Banks
Schedule Commercial Banks constitute of those banks, which have included second
schedule of Reserve Bank of India (RBI) act 1934. RBI in turn includes only those banks
in this schedule that satisfy the criteria laid down vide section 42 (60 of the act) this sub
sector can broadly classified into:
1. Public Sector
2. Private Sector
3. Foreign Sector
Public sector banks have either government of India Reserve Bank of India (RBI) as the
majority shareholder. This segment comprises of:
1. State Bank of India (SBI) and its subsidiaries
2. Other Nationalized Banks

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Industry estimates indicate that out of 274 commercial banks operating in the country,
223 banks are in the public sector and 51 are in the private sector. These private sector
banks include 24 foreign banks that have begub their operations here. The specialized
banking institutions that include cooperatives, rural banks, etc. form a part of the
nationalized banks category.

1.4 Indian Banking System:

Reserve Bank of India

Schedule Banks Non-Schedule Banks

Central co-op
State co-op Commercial Banks and Commercial Banks
Banks Banks Primary Cr.
Societies

Indian Foreign

Public Sector
Banks Private Sector HDFC,
Banks ICICI etc.

State Bank of India Other Nationalized Regional Rural


and its Subsidiaries Banks Banks

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1.5 Opportunities

The Banking sector is considered the most lucrative option in today’s job market. In the
industry, a position in Treasury or Forex is considered right on top and this is followed
by careers in Private Banking, Investment Banking and Retail Banking. One could work
in a variety of areas in banking industry including Recurring Deposit account, banking
officer, probationary officer, loan officer, assessor, personal loan officer, home loan
officer, home loan agent, loan manager, mortgage loan underwriter, loan processing
officer, accountant, product marketing and sales executive, and customer service
executive among others.

In the Financial Services, some of the important jobs include that of a stockbroker who
is essentially a person who buys and sells securities on behalf of individuals and
institutions for some commission. While some brokers like to practice with individual
clients others work for institutions. Brokers who work for institutional investors are
often called securities traders. Many prefer to work as dealers, advisors and securities
analysts. Security analysts are those who advise companies on floatation’s of shares as
they are expected to have sound knowledge of capital markets.

Investment analysts are the backbone of the financial services sector. They study the
financial reports of companies, assess various statistical information, profitability
projections, compare financial results, survey the industry as a whole and on the basis of
the available information, and finally conclude to a decision. Equity Analysts do jobs
similar to investment analysts and research the equity markets and make predictions.

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Chapter :-2 HDFC Bank Introduction

2.1 History of HDFC Bank

The housing development Finance Corporation Limited (HDFC) was amongst the first to
receive as in principal 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.
The bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its
registered office in Mumbai, India.The Bank commenced operation as a scheduled
Commercial Bank in January 1995

2.2 Mission, Vision and Objectives:

The mission of HDFC is to become “a world class Indian bank”, benchmarking


themselves against international standards and best practices in terms of product
offerings, technology, service levels, risk management and audit and compliance. The
objective is to build sound customer franchises across distinct business so as to be a
preferred provider of banking services for target retail and wholesale customer segments
and to achieve a healthy growth in profitability, consistence with the Bank’s risk
appetite.
HDFC Bank’s business objectives emphasize the following:
• Increase their market share in India’s expanding banking and financial services
industry by following a disciplined growth strategy and delivering high quality
customer service.

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• Leverage their technology platform and open, scaleable systems to deliver more
products to more customers and to control operating costs.
• Maintain their 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 product and services that reduce our cost of funds, and

2.3 Company Profile


Name: HDFC Bank Ltd.
Industry: Finance - Banks - Private Sector
BSE Code : 500180
NSE Code : HDFCBANK

Registered Office
HDFC Bank House,
Senapati Bapat Marg, Lower Parel,
Mumbai, Maharashtra - 400013

Registrar & Share Transfer Agent


Datamatics Financial Services Ltd.
Plot Nos. A/16 & A17, MIDC Part-B,
Cross Lane, Andheri (E),
Mumbai - 400093, Maharashtra.

Board of Director:
S.No Name Designation
1 Mr. Jagdish Capoor Chairman / Chair Person
2 Mr. Gautam Divan Director
3 Mr. Chander Mohan Vasudev Director
4 Mr. Keki Mistry Director
5 Mr. Arvind Pande Director

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6 Dr. Pandit Palande Director
7 Mr. Ashim Samanta Director
8 Mrs. Renu Karnad Director
9 Mr. Harish Engineer Executive Director
10 Mr. Paresh Sukthankar Executive Director
11 Mr. Aditya Puri Managing Director

Other Detail:
Business Group HDFC Group
Listings BSE , NSE , NYSE
ISIN No. INE040A01018
Incorporation 31/12/1994
Public Issue Date 31/12/1995

2.4 Promoters
HDFC 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, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally
positioned to promote a bank in the Indian environment

2.5 Capital Structure

As on 31st March, 2009 the authorised share capital of HDFC Bank is Rs. 550 crore. The paid-
up capital as on the said date is Rs. 425,38,41,090/- ( 42,53,84,109 equity shares of Rs 10/-
each). The HDFC Group holds 19.38% of the Bank's equity and about 17.70 % of the equity is
held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue).

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27.69 % of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about
5,48,774 shareholders.

The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares ( ADS ) are listed
on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's
Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under
ISIN No US40415F2002.
2.6 Distribution Network

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network
of over 1412 branches spread over 528 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 the centres where the NSE/BSE have a strong and active
member base.
The Bank also has a network of about over 3295 networked ATMs across these cities.
Moreover, 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.

2.7 Technology

HDFC 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).

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The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. The Bank's
business is supported by scalable and robust systems which ensure that our clients
always get the finest services we offer.

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.

2.8 Business

Wholesale Banking Services

The Bank's target market ranges from large, blue-chip manufacturing companies in the
Indian corporate to small & mid-sized corporates and agri-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 recognised as a leading provider of cash management and
transactional banking solutions to corporate customers, mutual funds, stock exchange
members and banks.

Retail Banking Services

The 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

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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.

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus
and the Investment Advisory Services programs have been designed keeping in mind
needs of customers who seek distinct financial solutions, information and advice on
various investment avenues. The Bank also has a wide array of retail loan products
including Auto Loans, Loans against marketable securities, Personal Loans and Loans
for Two-wheelers. It is also a leading provider of Depository Participant (DP) services
for retail customers, providing customers the facility to hold their investments in
electronic form.

HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA (VISA Electron) and issues the Mastercard Maestro debit card as
well. The Bank launched its credit card business in late 2001. By March 2009, the bank
had a total card base (debit and credit cards) of over 13 million. The Bank is also one of
the leading players in the “merchant acquiring” business with over 70,000 Point-of-sale
(POS) terminals for debit / credit cards acceptance at merchant establishments. The Bank
is well positioned as a leader in various net based B2C opportunities including a wide
range of internet banking services for Fixed Deposits, Loans, Bill Payments, etc.

Treasury
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalisation 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

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government securities. The Treasury business is responsible for managing the returns
and market risk on this investment portfolio.

2.9 Awards

2009:

Asia Money 2009 Awards 'Best Domestic Bank in India'


IBA Banking Technology Awards 'Best IT Governance Award - Runner
2009 up'
Global Finance Award 'Best Trade Finance Bank in India for
2009
IDRBT Banking Technology 'Best IT Governance and Value
Excellence Award 2008 Delivery'
Asian Banker Excellence in Retail 'Asian Banker Best Retail Bank in
Financial Services India Award 2009 '

2008

Finance Asia Country Awards for 'Best Bank and Best Cash
Achievement 2008 Management Bank'
CNN-IBN 'Indian of the Year (Business)'
Nasscom IT User Award 2008 'Best IT Adoption in the Banking
Sector'
Business India 'Best Bank 2008'
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Best Retail Bank 2008

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Financial Services

Asiamoney Best local Cash Management Bank


Award voted by Corporates
Microsoft & Indian Express Group Security Strategist Award 2008
World Trade Center Award of For outstanding contribution to
honour international trade services.
Business Today-Monitor Group One of India's "Most Innovative
survey Companies"
Financial Express-Ernst & Young Best Bank Award in the Private
Award Sector category
Global HR Excellence Awards – 'Employer Brand of the Year 2007
Asia Pacific HRM Congress: -2008' Award - First Runner up, &
many more
Business Today 'Best Bank' Award

2007

Dun & Bradstreet – American 'Corporate Best Bank' Award


Express Corporate Best Bank
Award 2007
The Bombay Stock Exchange and 'Best Corporate Social Responsibility
Nasscom Foundation's Business for Practice' Award
Social Responsibility Awards 2007
Outlook Money & NDTV Profit Best Bank Award in the Private sector
category.
The Asian Banker Excellence in Best Retail Bank in India
Retail Financial Services Awards
Asian Banker Our Managing Director Aditya Puri
wins the Leadership Achievement
Award for India

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Chapter :-3 Products Of HDFC Bank

HDFC bank provides very large range of financial product to the customer for their
better financial transaction. The product of HDFC bank is below

Product Ranges:

Savings Account:

HDFC Bank Provide large range of saving account according to the need of the
customer. Bank provide the various saving account like Regular Savings
Account, Savings Plus Account, Saving Max Account, Senior Citizens
Account, No Frills Account, Institutional Savings Account

Current Account:

Through current account customers now get a personalized chequebook, monthly


account statements, interbranch banking and much more. HDFC Bank also provide
world class service to its current account holder Different product of current account
which are provide by the HDFC bank are

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HDFC Bank Preferred:
A preferential savings account is provided where customers are assigned a dedicated
relationship manager, who is their one-point contact. Customers also get privileges like

fee waivers, enhanced ATM withdrawal limit, and priority locker allotment, free Demat
Account and lower interest rates on loans.

Sweep-In Account:

It is fixed deposit linked to customers saving account. So, even if their savings account
runs a bit short, they can issue a cheque or use their ATM Card. The money is
automatically swept in from their fixed savings account.

Super Saver Account:

It gives an overdraft facility up to 75% of customers Fixed Deposit. In an emergency,


customers can access their funds while their Fixed Deposit continues to earn high
interest.

HDFC Bank Plus:

Apart from Regular and Premium Current accounts Bank also have HDFC Bank plus
and a current account. Customers can transfer up to Rs. 50 lacs per month at no extra
charge, between the four metros. They can also avail of cheque clearing between the four
metros,
Get cash delivery/pickup to Rs 25000/- home delivery of Demand Drafts, at par cheque,
outstation cheque clearance facility, etc.

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Demat Account:

Protect their customer’s shares from damage, loss and theft. The customers can also
access their Demat account on the Internet.

Loans for every need:

Now, Bank’s loans come to people in easy-to-pay monthly installments, and are
available with easy documentation and quick delivery.

Personal loans:

Customer’s can now take a loan up to 3 lacks for a wedding, education, purchase of a
computer or an exciting holiday.

New car loans and used Car Loans:

The Bank also provides finance up to 90% of the cost of a car, either new or used! And
the loans come to the customers with easy documentation and speedy processing at
attractive interest rates.

Loans against shares:

Now customers are able to get overdraft up to Rs 10 lacks at an attractive interest rate
against physical shares and also up to 50% of the market value of their shares. In case of
Demat shares, they can get a loan against shares of up to 65% of the market value of
their shares, till Rs 20 lacks.

Two Wheeler & Consumer Loans:

Now the Bank helps its customers to buy the best durables for their home.

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Mutual Funds:

Apart from a wide choice of mutual funds to suit customer’s individual needs, customers
benefit from expert advice on choosing the right funds based on in-depth market
analysis.

International Credit Card:

Here the customers get an option of sliver, gold or health plus credit card, accepted
worldwide from a world-class Bank. If they have outstanding balance on their other
credit card, they can transfer that balance to this card at a lower interest rate.

NRI Services:

Here the Bank provides a comprehensive range, backed by unmatched features and
world-class service, which ensures NRIs all the banking support they need.

Forex Facilities:

The forex Facilities provide-avail of foreign currency, traveler’s cheque and foreign
exchange demand drafts to meet customers travel needs.

Insurance:

Apart from the above facilities HDFC Bank also brings for its customers life insurance
and pension solution like risk cover scheme, saving scheme, children’s plan and personal
plan from HDFC standards life insurance co. ltd.

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Chapter :-4 E-Channel (Direct Banking Channel)

4.1 Introduction

HDFC Bank provides a very good service of direct banking channel to the customer for
their transaction. By the direct banking channel the customer of the bank can also access
their transaction. We will discuss the various banking channel in brief.

4.2 ATM

Automated Teller Machines or 24-hour Tellers are electronic terminals that let you bank
almost anytime. To withdraw cash, make deposits, or transfer funds between accounts,
you generally insert an ATM card and enter your PIN. Some financial institution and
ATM owners charge a fee, particularly to consumers who don’t have accounts with them
or on transactions at remote locations. Generally, ATMs must tell you they charge a fee
and its amount on or at the terminal screen before you complete the transaction. Check
the rules of our institution and ATMs you use to find out when or whether a fee is
charged.

It won’t be just if I start explaining what an ATM is. ATMs and cash dispensers are by
far the largest investment ever made in electronic self-service by financial institutions.

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Over US$ 40 billion has been invested in simply buying these machines and many times
that in running them. There are now over 1.1 million machines operating in over 140
countries worldwide.

The banks are losing the cashiers checks, check cashing and even cash dispensing to the
c-stores and grocery stores. They are asleep at the switch and watching more transactions
walk away to convenience stores and supermarkets that provide 24 hour access and
integrated transactions.

ATMs do provide a larger set of functions, such as check cashing, ticket sales or money
orders. We already know that cash dispensing as a dedicated function is a sustainable
applications, the question is whether that application can be incorporated successfully
into a more complex consumer product that offers multiple applications.
Cash withdrawal:
Withdraw up to Rs.50, 000/- per day from your account. Fast cash options provide the
facility of withdrawing prefixed amounts. Ultra Fast Cash opetion allows you to
withdraw Rs.3000/- in one shot.
Balance Enquiry:
Know your ledger balance and available balance
Mini Statement:
Get a printout of your last 8 transactions and your current balance.
Deposit Cash / Cheques:
Available at all full function ATMs. Customers can deposit both cash and cheques. /
Cash deposited in ATMs will be credited to the account on the same day (provided cash
is deposited before the clearing) and cheques are sent for clearing on the next working
day.
Funds Transfer:
Transfer funds from one account to another linked account in the same branch.
PIN Changes:
Change the Personal Identification Number (PIN) of ATM or Debit card.
Payments:

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The latest feature of our ATMs, this functionality can be used for payment of bills,
making donations to temples / trusts, buying internet packs, airtime recharges for prepaid
mobile phones and much more…
Others:
Request for a checkbook from our ATMs and our concerned branch will dispatch it such
that it reaches you within 10 working days.

ATM Advantages:

24-hour access to cash


You can withdraw up to Rs. 10,000/- per day on your ATM Card. The fast cash option
saves your time by providing the cash in denominations of Rs. 500/-

Balance inquiry
Your updated balance will appear on the screen and will also be printed on the
transaction slip.
Mini-statement request
Get details of the last 9 transactions on your account with the mini-statement, along with
your balance.
Cheque book request
Send us a request for a cheque book or account statement it will arrive at your doorstep.
Funds transfer
Transfer money from one of your accounts to another. It’s easy, select the account from
which you want to transfer, then indicate the amount and the account to which your want
it transferred. Both accounts must be linked to your ATM card and customer ID. A
maximum of 5 saving and 5 Current accounts can be linked.

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PIN change
Your can conveniently charge your (PIN) given at the time of opening your account)
whenever you wish. Stay totally in control and ensure complete security for your ATM
Card.
Bill Pay
Pay your cellular, telephone and electricity bills using your ATM Card.
Anytime cash deposits
Your cash or cheques can be deposited into your account and the ATM will immediately
print a receipt for the same.

4.3 Net Banking

Net Banking is HDFC Bank’s Internet Banking service. Providing up-to-the-second


account information, Net Banking manages customer’s account from the comfort of
costumer’s mouse- anytime, anywhere.
Say goodbye to long queues and paper work. Presenting one more way for Net Banking.
Customer can now call the Phone Banking numbers in your city to register for Net
banking.
What to do using Net Banking?
Bank industry leading service provides a host of features at customer fingure-tips:
• View Account Balances & statements
• Transfer Funds between accounts
• Create Fixed Deposits Online
• Request a Demand Draft
• Pay Bills
• Order a cheque Book
• Request stop payment on cheques
• And lots more

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Benefit of Net Banking

Internet Banking is the most convenient and powerful way to manage customer’s
account. Net Banking is Real Time, giving them up-to-the-second details on customer’s
account. It can be accessed anytime, from anywhere, giving them complete control over
their finances. There are no queues to stand in, or turn to wait for. With Net Banking you
are in control.

HDFC Bank’s Net Banking is secure. Using industry-standard technologies and


infrastructure, our service gives you peace of mind. So next time you think of visiting
your branch, switch on your PC instead. View the Net Banking Demo and see how easy
it is it use.
4.4 Mobile Banking
Mobile is now your bank! Now access your bank account and conduct a host of
banking transactions and inquiries through your mobile, with our unique Mobile
Banking services.

Mobile Banking is a service that allows you to do banking transactions on your


mobile phone without making a call, using the SMS facility

Uses of Mobile Banking


Mobile Banking service provides a host of features at your finger-tips through SMS:
• Get your balance detail
• Obtain your last 3 transactions details
• Request a cheque book
• Stop a cheque payment
• Enquire cheque status
• Request an account statement
• Get fixed deposit detail

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• Pay your bills

How does it work?

Mobile Banking works through a set of text massages (SMS). With SMS you can
perform a wide range of query-based transaction from your Mobile Phone, without
even making a call.

All you need to do is to type in the specified code for the transaction as a text
massage and send 5676712.

See designated codes for GSM Phone.


See designated codes for Reliance India mobile Phones.
You will receive the response in form of a text message on your mobile phone screen
within a few seconds.

How is this different from making a call on mobile phone or using


Phone Banking?

The differences between making a call on mobile phone and sending a text message
are as follows:

You are not required to dial a number; you send a text message i.e. a coded message to
5676712

HDFC Bank does not charge anything for this service and there is no airtime involved.
However, the Cellular Service Provider may levy a nominal charge for the SMS
facility.

In Mobile Banking, you actually see your banking transactions on your mobile phone
screen as opposed to hearing a message through the phone.

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How do avail of this service?
a) If you are opening an account with the bank, you can apply for MobileBanking
through the account opening document.

b) If you already have an account with the bank, you can apply for MobileBanking
through the combined Direct Banking Channels form. You can download the form
and call for a sales representative. Alternatively you can fill this form and hand it
over to your nearest branch.

c) If you already have an account with the bank and if you are registered for
NetBanking services, then you can register online using the 'MobileBanking
Registration' option available inside Net Banking.

Does it cost anything?

No, this service is brought to you FREE from HDFC Bank. Also, since you are using
the text messaging service from your mobile phone, you do not incur any airtime
charges in making a phone call from your mobile phone. However, the Cellular
Service Provider may levy a nominal Value Added Services (VAS) charge for the
SMS facility.

4.5 Phone Banking


Now your bank account is now just a phone call away. Through Phone Banking you
can:
• Check your account balance.
• Enquire on the cheque status.
• Have a mini statement faxed across to you.
• Request for a cheque book / Account statement.
• Enquire on your fixed deposits / TDS.

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• Open a fixed deposit
• Request for Demand Draft / Managers Cheques.
• Transfer funds amongst your linked accounts
• Pay utility and HDFC Bank Credit Card bills.
• Do stop cheque payments.
• Report loss of your ATM /Debit Card.
• Product information.

Phone banking facility is available round the clock, everyday, in Mumbai, Delhi,
Chennai, Kolkata, Banglore, Hyderabad, Ahmedabad, Chandigarh and Pune.

4.6 Insta alert

Insta Alert is a service through which the bank can proactively inform customers about
transactions / events that occurs in his bank account. This information can be given to
the customers via SMS on their mobile phone, or through an email to their mail id or
both. Alert could either be event based e.g. Salary Credit or Frequency based e.g.
Weekly balance of account. Alerts acts as an important value add in the service that bank
provide to the customers, as it will help in proactively informing the customers about
their bank account related activities. This reduces the load from bank channels like
Phone Banking or branches as customer does not need to call for getting information on
Cr/Dr in accounts. Alerts also increase the Brand Recall of the bank in the minds of
customers.

Types of alerts:

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The customer can register for any or all of the following alerts.
• Debit transactions greater than Rs 5000 / 10000 / 200000 / 500000
• Credit in account greater than Rs 5000 / 10000 / 200000 / 500000
• Account balance below Rs 5000 / 10000 / 200000 / 500000
• Weekly account balance
• Salary Credits
• Utility bill payment due Alerts
All in all, company will be giving there employees an account that makes banking a
pleasure for them. While corporate save time and money by directly crediting there
employees’ salary nation-wide at one go.

4.7 Insta Query

Insta query is a service that allows you to do a banking transaction on your mobile phone
without making a call. You can do your transaction using the SMS facility

What can I do using Insta Query?


• Get your balance details
• Obtain your last 3 transaction details
• Request a cheque book
• Stop a cheque payment
• Enquire cheque status
• Request an account statement
• Get Fixed Deposit details

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• Request for Internet PIN re-generation

How does it work?

Insta Query works through a set of text messages (SMS). With SMS you can perform a
wide range of query-based transactions from your mobile phone, without even making a
call.

All you need to do is to type in the specified code for the transaction as a text message
and send it to 5676712.

You will receive the response in the form of a text message on your mobile phone screen
within a few seconds.

Chapter :-5 Research Methodology

5.1 Research Topic:

In the Depth Study of Customer Awareness & Perception towards E-Banking


(Direct Banking Channel) of HDFC BANK in Palanpur City

5.2 Objective of the study:

• To identify the awareness and usage of E-Banking (Direct Banking Channel) of


HDFC BANK
• To Study the Perception of the bank customer regarding the E-Banking ( Direct
Banking channel of HDFC BANK
• To Find our the satisfaction level of existing customer of HDFC BANK Regarding
the E- Banking (Direct Banking Channel)

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• To know for which transaction customers are using E-Banking Channel (Direct
Banking Channel)

5.3 Research design:


Research design is the plan, structure, and strategy of investigation conceived so as
to obtained answers to research questions. The research design has taken descriptive
and exploratory research design because it preplanned and structured design which
gives perfect result.

5.4 Data Collection:

• Primary Data:

Primary data has collected by the structured questionnaire

• Secondary Data:

Secondary data has collected from the various magazines, journals, website of HDFC
BANK and various website.

5.5 Sampling Method:

• Sample Size:

Our Sample size was 250 for our Research


• Sampling Method:

We have use connivance sampling method for our Research

• Survey method:

Personal interview has been used as survey method for our survey

5.6 Limitations
There are certain limitations of this project report which are listed below.
 This study is limited only to the customers of the HDFC bank, Palanpur.
 The responses of the customers may be biased.

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Chapter :-6 Data analysis and interpretation

Que-1 Which type of account you have in HDFC Bank?

Frequency Percentage
Saving 215 86.00%
Current 13 5.20%
Fix Deposit 2 0.80%
Salary 20 8.00%
Total 250 100.00

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Type of Account
Salary, 8.00%
Fix Deposit,
0.80%
Current, 5.20%

Saving, 86.00%

Interpretation:

Out of 250 respondent that we take for our survey 86% have a saving account, 5% have
a current account ,8% have a salary account and 0.8 % of our respondent have a fix
deposit account in the bank. It means that the bank has a very good amount of saving
account customer compare to the other account.

Que 2 How often do you visit the bank?

Frequency Percentage
Daily 24 9.6%
Weekly 81 32.4%
Two time in month 64 25.6%
Ones in a month 56 22.4%
Rarly 25 10.0%
Total 250 100.0%

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Visit of the Bank

Rarly, 10.00% Daily, 9.60%

Ones in a
month, 22.40% Weekly,
32.40%

Two time in
month, 25.60%

Interpretation:

Out of 250 respondent that we take for our survey 32.4% are visit the bank weekly,
25.6% of our respondent are visit the bank two time in a month, 9.6 % of our respondent
are daily visit the bank, 22.4 % of our respondent are visit the bank ones in a month and
10% of our respondent are visit the bank rarely. Visit of the bank is depends on the
transaction of the customer with bank.

Que 3 For which transaction you come to the bank?

Chaque W/d 169 67.6%


Cash W/d 225 90.0%
Demand Draft 18 7.2%
Balance Inquiry 50 20%
Other 28 11.2%

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Purpose for visit the Bank

100.0% 90.0%
90.0%
80.0% 67.6%
70.0%
60.0%
50.0%
40.0%
30.0% 20.0%
20.0% 7.2% 11.2%
10.0%
0.0%
Chaque W/d Cash W/d Demand Balance Other
Draft Inqury

Interpretation:

Out of 250 respondents that we take for our survey most of customer are visit the HDFC
branch mostly two transaction cash deposit and chaque deposit. Out of 250 customer
67.6% customer come to the branch for Chaque &Cash Deposit and withdrawal. In the
case of cash withdrawal the most of customer use ATM but in the case of big amount
they use the branch for the withdrawal. 20% Customer come to the branch for the
balance inquiry and 11.2% Customer come to the branch for the other purpose like loan
inquiry and other banking facility.

Que 4 According to you which is the more convenient way for banking?

Frequency Percentage
Branch Banking 187 74.8%
E-Banking 63 25.2%
Total 250 100.0%

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More convinent way for Banking

E-Banking,
25.20%

Branch
Banking,
74.80%

Interpretation:

When the customer asked about their preference between branch banking and e-banking
25.2% customer preferred e-banking and 74.8% customer preferred branch banking as a
mode of their banking transaction. Above graph reveals their preferences for the both.

Que 5 “Banking through e-channel is safe and secure” present your view?

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Frequency Percentage
Strongly agree 25 10.0%
Agree 118 47.2%
Can't say 71 28.4%
Disagree 30 12.0%
Strongly disagree 6 2.4%
Total 250 100.0%

Perception towards safty and secutity of E-


Banking
Strongly
disagree,
2.40% Strongly
Disagree, agree, 10.00%
12.00%
Can't say,
28.40% Agree,
47.20%

Interpretation:

As far as customer’s perceptions regarding safety and security is concerned. More than
50% respondents are agree with the statement. That shows that they believe that the
banking through e-channel is safe and secure for their transaction. 28.4% respondent
have neutrals opinion towards the statement.

Que 6 Are you aware about the below e-banking channel?

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(1) ATM

ATM
Yes 250 100.0%
No 0 0.0%
250 100.0%

Awareness of ATM

No, 0.0%

Yes, 100.0%

Interpretation:

Out of 250 respondents that we take for our survey 100% Customers are aware with the
ATM facility. The ATM is very good DBC for withdrawal cash and it reduce the burden
of the work of branch. Bank give free ATM card to the customer when he opens his
account it will create this result.

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(2) Net Banking

Net Banking
Yes 132 52.8%
No 118 47.2%
250 100.0%

Awareness of Net Banking

No, 47.2%
Yes, 52.8%

Interpretation:

Out of 250 respondent that we take for our survey 52.8% Customers are aware with the
met banking facility of the HDFC Bank in palanpur city and 47.2 % Customer are not
aware with the net banking facility. This is the result of the strategy which is adopted by
the bank to create the awareness of net banking.

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(3) Mobile Banking

Mobile Banking
Yes 109 43.6%
No 141 56.4%
250 100.0%

Awareness of Mobile Banking

Yes, 43.6%

No, 56.4%

Interpretation:

Out of 250 respondents that we take for our survey 56% Customer are not aware with
the facility of mobile banking and 43.6% Customer are aware with the facility of mobile
banking, Mobile banking is very important direct banking channel which will help the
bank to reduce the burden of the work.

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(4) Phone Banking

Phone Banking
Yes 90 36.0%
No 160 64.0%
250 100.0%

Awareness of Phone Banking

Yes, 36.0%

No, 64.0%

Interpretation:

Out of 250 respondents that we take for our survey 64% customer are not aware with the
facility of phone banking and 36% of the respondent are not aware with the phone
banking. This the result of the marketing strategy which adopted by the bank for create
the aware ness of phone Banking,

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(5) Insta alert

Insta alert
Yes 140 56.0%
No 110 44.0%
250 100.0%

Awareness of Insta alert

No, 44.0%

Yes, 56.0%

Interpretation:

Out of 250 respondents that we take for our survey 56% Customer are aware with the
Insta alert facility and 44% Customer are not aware with the Insta alert Insta alert is one
of the very good facility that create the awareness of balance when customer deposit and
withdrawal the money from the bank.

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(6) Insta Query

Insta Query
Yes 21 8.4%
No 229 91.6%
250 100.0%

Awarewness of Insta Query

Yes, 8.4%

No, 91.6%

Interpretation:

Out of 250 respondents that we take for our survey only 8% customer are aware with the
Insta query Facility and 91.6% customer are not aware with the facility of Insta query. In
all direct banking channel the awareness of Insta query is very low. Insta query is very

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useful Direct Banking Channel. Bank should focus more for create awareness of Insta
query.

Que 7 Have you ever done any transaction through below e-Banking Channel?

(1) ATM

ATM
Yes 245 98.0%
No 5 2.0%
250 100.0%

Transaction through ATM

No, 2.0%

Yes, 98.0%

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Interpretation:

Out of 250 respondents that we take for our survey 98% Customer are using the ATM
and only 2% Customer are not using the ATM for their transaction. In the case of the
customer who are not using the ATM for their baking transaction they are from the
current account and they are from current account and they do their transaction through
Chaque.

(2) Net Banking

Net Banking
Yes 55 22.0%
No 195 78.0%
250 100.0%

Transaction through Net Banking

Yes, 22.0%

No, 78.0%

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Interpretation:

Out of 250 respondents that we take for our survey 78% Customer are not using the net
banking for their transaction and 22% customer are using the net banking for their
transaction. The aware ness of net banking is 47.2% and transaction through net banking
is only 22%.

(3) Mobile Banking

Mobile Banking
Yes 30 12.0%
No 220 88.0%
250 100.0%

Transaction through Mobile Banking

Yes, 12.0%

No, 88.0%

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Interpretation:

Out of 250 respondents that we take for our survey 12% customer are using the Mobile
Banking for their transaction and 88% customer are not using the mobile banking for
their transaction. This is the perception of the customer regarding the use of the mobile
banking. The awareness of mobile banking is 43.6 % but use of mobile banking is only
12%.

(4) Phone Banking

Phone Banking
Yes 22 8.8%
No 228 91.2%
250 100.0%

Transaction through Phone Banking

Yes, 8.8%

No, 91.2%

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Interpretation:

Out of 250 respondents that we take for our survey 8.8% customer of the bank are using
the phone banking facility for their banking transaction and 91.2% customer are not
using the phone banking for their transaction. The awareness of phone banking is around
36% but only 8.85 customers are using the phone banking facility for their banking
transaction. This indicates the perception of the customer towards the use of phone
banking. Though the customer are aware with the phone banking.

(5) Insta Query

Insta Query
Yes 9 3.6%
No 241 96.4%
250 100.0%

Transaction through Insta Query

Yes, 3.6%

No, 96.4%

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Interpretation:

Out of 250 respondents that we take for our survey only 3.6% customer are using the
Insta query for their transaction and 96.4% customer are not using the Insta query for
their transaction. The awareness of Insta query is 8.4% and use of Insta query is 3.6%.

Que 7 (B) If no than what is the reason for not using E-Banking Channel?

(1) ATM

ATM
Lack of Information 0 0.0%
Fear about Security 0 0.0%
Other 6 100.0%
Total 6 100.0%

Rason for not using ATM

Lack of
Information, Fear about
0.0% Security, 0.0%

Other, 100.0%

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Interpretation:

Out of 250 respondents that we take for our survey approximately 2% customer are not
using the ATM facility because they have no use of this facility. In above graph we can
see that all the customer who are not using the ATM facility have not lack of
information and have not fear about security. They have a other reason for not using the
ATM facility.

(2) Net Banking

Net Banking
Lack of Information 141 71.2%
Fear about Security 11 5.6%
Other 46 23.2%
Total 198 100.0%

Reason for not using Net Banking

Fear about
Security, 5.6% Other, 23.2%

Lack of
Information,
71.2%

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Interpretation:

In above graph we can that the customers who are not using the net banking facility have
a different reason for it. More than 71.2% customers who are not using the net banking
facility have a lack of information about the use of net banking facility. In above graph
we can that only 5.6% customer have a fear about security and 23.2% customer
responded that they have a other reason for not using the net banking facility like no use
of the facility.

(3) Mobile Banking

Mobile Banking
Lack of Information 158 71.5%
Fear about Security 10 4.5%
Other 53 24.0%
Total 221 100.0%

Reason for not using Mobile Banking

Fear about
Security, 4.5% Other, 24.0%

Lack of
Information,
71.5%

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Interpretation:

In above table we can that approximately 88% customer of our survey is not using the
mobile banking facility they have clear reason for it. In above graph we can that 71.5%
customer who are not using the mobile banking facility because of lack of information
and only 4.5 % customer have a fear about security in doing the transaction through net
banking channel. 24% customer who are not using the net banking facility they have no
use of the net banking service.

(4) Phone Banking

Phone Banking
Lack of Information 164 72.9%
Fear about Security 10 4.4%
Other 51 22.7%
Total 225 100.0%

Reason for not using Phone Banking

Fear about
Security, 4.4% Other, 22.7%

lack of
Information,
72.9%

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Interpretation:

The customers who are not using the phone banking facility have different reason for it.
In above graph we can72.9% customer who are not using the Phone banking facility
have a reason that they have lack of information for phone banking facility,22%
customer have no use of the phone banking facility and only 4.4% customer are not
using the phone banking facility because of the security reason.

(5) Insta alert

Insta alert
Lack of Information 110 84.6%
Fear about Security 1 0.8%
Other 19 14.6%
Total 130 100.0%

Reason for not using Insta alert


Fear about
Security, 0.8%

Other, 14.6%

Lack of
Information,
84.6%

S.V. Institute of Management, Kadi - 60 -


Interpretation:

In above graph we can see that the customer who are not using the Insta alert facility
because of various reason. 84.6% of the customer who are not using the Insta alert
facility because of lack of information and 14.6% customer are not using the facility
because of the other reason.

(6) Insta Query

Insta Query
Lack of Information 213 88.8%
Fear about Security 1 0.4%
Other 26 10.8%
Total 240 100.0%

Reason for not using Insta Query


Fear about
Security, 0.4%

Other, 10.8%

Lack of
Information,
88.8%

S.V. Institute of Management, Kadi - 61 -


Interpretation:

In above graph we can see that 88.8% customer who is not using the Insta query because
they have not information about the Insta query. In above graph we can that 10.8%
customer are not using the Insta query because of they have no use of the particular
facility and very few customer have fear about the security.

Que 8 What is your purpose for using E-Banking channel?

(1) ATM

ATM
Withdraw Cash 244 99.6%
Deposit Cheque 37 15.1%
Balance inquiry 220 89.8%
Pay bill 8 3.3%
Request Cheque Book 86 35.1%
Other 0 0.0%

S.V. Institute of Management, Kadi - 62 -


Purpose for Using ATM

120.0%
99.6%
100.0% 89.8%
80.0%
60.0%
35.1%
40.0%
20.0% 15.1%
3.3%
0.0%
With Cash Deposit Balance Paybill Request
cheque inquiry Cheque
Book

Interpretation:

Out of 250 respondents that we take for our survey 98 % Customer are using the ATM
for their transaction. Out of that 98% ,99.6% of the customer are using the ATM for
withdrawal cash and 89.8% of the customer are use the ATM for their balance Inquiry,
35% customer are using the ATM for request a Chaque book, 15.1% customer use the
ATM for Deposit the Chaque and only 3.3% customer use the ATM for paying bill. That
is the good for the bank because it will help the bank to done the transaction fast.

(2) Net Banking

Net Banking
View balance 53 96.4%
Fund Transfar 33 60.0%
Order Chequebook 15 27.3%
Paybill 7 12.7%
Statement request 24 43.6%
Othere 0 0.0%

S.V. Institute of Management, Kadi - 63 -


Purpose for Using Net Banking

120.0% 96.4%
100.0%
80.0% 60.0%
60.0% 43.6%
40.0% 27.3%
12.7%
20.0% 0.0%
0.0%

Statement
View balance

Paybill
Chequebook

Othere
Transfar

request
Fund

Order

Interpretation:

Out of 250 respondents that we take for our survey 22% customer are using the net
banking for their transaction. Out of that 22%, 96.4% customer using the net banking for
view the balance, 60% customer are using the net banking for fund transfer,27.3%
customer are using the net banking for order a Chaque book , 12.7% of the customer are
using the net banking for pay bill and 43.6% of the customer are using the net banking
for Statement request. In above graph we can see that the net banking mostly use for
view account balance.

(3) Mobile Banking

Mobile Banking
Balance detail 30 100.0%
Request cheque 11 36.7%
inquire Chauque status 4 13.3%
Statement Request 0 0.0%
Othere 0 0.0%

S.V. Institute of Management, Kadi - 64 -


Purpose for Using Mobile Banking

120.0% 100.0%
100.0%
80.0%
60.0%
36.7%
40.0%
20.0% 13.3%
0.0% 0.0%
0.0%

Statement
Request

Chauque
Balance

othere
cheque

Request
inquire
detail

status
Interpretation:

Out of 250 respondents that we take for our survey 12% Customer are using the mobile
banking facility of the bank. Out of that 12% of the customer 100% use the mobile
banking facility for their balance detail,36.7% customer are using the mobile banking for
request Chaque book. Most of the customer use the mobile banking for only two
transaction that are know the balance detail and request a Chaque book.

(4) Phone Banking

Phone Banking
Acount balance 21 95.5%
chaque status 3 13.6%
Order chaquebook 6 27.3%
loan Related 2 9.1%
Fund Transfar 1 4.5%
Pay your bill 0 0.0%
Other 0 0.0%

S.V. Institute of Management, Kadi - 65 -


Purpose for Using Phone Banking

120.0%
95.5%
100.0%
80.0%
60.0%
40.0% 27.3%
20.0% 13.6% 9.1% 4.5% 0.0% 0.0%
0.0%

chaquebook

Pay your bill


balance

chaque

loan Related

Transfar

Other
Acount

status

Fund
Order

Interpretation:

Out of 250 respondents that we take for our survey. 8.8% Customer are using the Phone
banking facility for their banking transaction. Out of that 8.8%, 95.5% Customer use the
phone banking facility for getting their balance detail, 27.8% customer are using the
phone banking facility for order a Chaque book , 13.6% of the customer are using the
phone banking facility for their Chaque status and 9.1% customer are using the Phone
banking facility for their loan related query. In above graph we can see that most of
customers who use the phone banking facility are use the phone banking for getting their
balance detail.

(5) Insta Query

Insta Query
Request Chaque 3 33.3%
Request stat 2 22.2%
inquire Chaque 1 11.1%
Balance inquire 9 100.0%
Trans. History 4 44.4%
Othere 0 0.0%

S.V. Institute of Management, Kadi - 66 -


Purpose for Using Insta Query

120.0%
100.0%
100.0%
80.0%
60.0% 44.4%
40.0% 33.3%
22.2%
20.0% 11.1%
0.0%
0.0%
Request Request inquire Balance Trans. Othere
chaque stat chaque inquire History

Interpretation:

Out of 250 respondents that we take for our survey only 3.6% customers are using the
Insta query. Out of that 3.6%, 100 % respondent is using the Insta query for getting their
balance detail and 33.3% customer is using the inst query for request a Chaque Book. In
above graph we can see that 44.4% customer using Insta query facility for the
transaction history which is the very useful advantage of Insta query.

Que 9 How much you satisfied with the below E-Channel?

(1) ATM

ATM
HDS 1 0.4%
DS 1 0.4%
Can't say 6 2.4%

S.V. Institute of Management, Kadi - 67 -


S 40 16.0%
HS 202 80.8%
Total 250 100.0%

Satisfaction with ATM


HDS, 0.4%
DS, 0.4%
Can't say, 2.4%
S, 16.0%

HS, 80.8%

Interpretation:

In above graph we can see that 80% customer are highly satisfied and very few around
0.4% customer are highly dissatisfied with the service of ATM of the HDFC Bank. This
is the result of the service that provided by the bank.

(2) Net Banking

Net Bannking
HDS 0 0.0%
DS 3 1.2%
Can't say 196 78.4%
S 23 9.2%

S.V. Institute of Management, Kadi - 68 -


HS 28 11.2%
Total 250 100.0%

Satisfaction with Net Banking

HDS, 0.0%
HS, 11.2%DS, 1.2%
S, 9.2%

Can't say,
78.4%

Interpretation:

As per concern net banking facility we can see that 78% Customer has a natural opinion
regarding the service of the net banking because they are not using the net banking
facility of the bank. 11.2 % Customers are highly satisfied and 9.2% Customer are
satisfied are satisfied with the net banking facility of the bank. It mean that
approximately 66% customer who are using the net banking facility of the bank are
satisfied with net banking facility of the bank.

(3) Mobile Banking

Mobile Banking
HDS 1 0.4%

S.V. Institute of Management, Kadi - 69 -


DS 3 1.2%
Can't say 219 87.6%
S 15 6.0%
HS 12 4.8%
Total 250 100.0%

Satisfaction with Mobile Banking

HS,
HDS, 4.8%
0.4%
DS, 1.2%
S, 6.0%

Can't say,
87.6%

Interpretation:

In above graph we can see that 4.8% Customer are highly satisfied and 6% of the
customer of the bank are satisfied with the mobile banking facility of the bank and we
can see that only 0.4 % of the customer of the bank are highly dissatisfied with the
facility of the bank. It mean that bank provide very good service to the customer in
mobile banking service.

(4) Phone Banking

Phone Banking
HDS 0 0.0%
DS 4 1.6%
Can't say 226 90.4%

S.V. Institute of Management, Kadi - 70 -


S 8 3.2%
HS 12 4.8%
Total 250 100.0%

Satisfaction with Phone Banking

HDS, 0.0%
DS, 1.6%
HS, 4.8%
S, 3.2%

Can't say,
90.4%

Interpretation:

In above graph we can see that approximately 8 % customer are satisfied with the
facility of the bank and only 1.6 % customer are dissatisfied with the phone banking
facility of the bank. In above graph we can that around 90% customer have natural
opinion towards the question because they have not use the phone banking facility of the
bank

(5) Insta Alert

Insta alert

S.V. Institute of Management, Kadi - 71 -


HDS 0 0.0%
DS 6 2.4%
Can't say 119 47.6%
S 65 26.0%
HS 60 24.0%
Total 250 100.0%

Satisfaction with Insta alert

HDS, 0.0%
DS, 2.4%

Can't say,
HS, 24.0% 47.6%

S, 26.0%

Interpretation:

In above graph we can that around 50% customer of our survey is satisfied with the Insta
alert facility of the bank. Here we can see that only 2.4 percent customer is dissatisfied
with the Insta alert facility of the bank. It mean that the bank provide very good service
of Insta alert facility to the customer

(6) Insta query

S.V. Institute of Management, Kadi - 72 -


Insta Query
HDS 1 0.4%
DS 0 0.0%
Can't say 244 97.6%
S 1 0.4%
HS 4 1.6%
Total 250 100.0%

Satisfaction with Insta Query

HDS, 0.4%
S, 0.4% DS, 0.0%
HS, 1.6%

Can't say,
97.6%

Interpretation:

In above graph we can see that 1.6% customer are highly satisfied and 0.4% customer of
our survey are satisfied with the facility of the bank that is the good result of the service
of the bank. In above graph 97.6% Customer has a natural opinion towards the Insta
query facility of the bank because they have not use this facility of the bank.

Que 10 Accoridng to you Customer care facility of HDFC Bank is?

S.V. Institute of Management, Kadi - 73 -


Frequency Percentage
Excellent 47 18.8%
Good 179 71.6%
Bad 24 9.6%
Total 250 100.0%

Customer Care Facility


Excellent
19%

Bad
10%

Good
71%

Interpretation:

Customer care facility is very important for the direct banking channel of bank. In above
graph we can see that 71%Customer’s opinion regarding the customer care facility is
good that is very good for the branch because it means the customer care facility is good
and effective that the customer want.

Chapter:-7 Findings And Recommendation

S.V. Institute of Management, Kadi - 74 -


After studying about the awareness and perception of the customer towards the E-
Banking Channel of HDFC Bank. Following findings and suggestions are based on our
research analysis in context of E-banking channel (Direct Banking Channel).

Findings
 In our study we find that 100% respondents are aware with the ATM facility and
around 52.8 % respondents are aware with the net banking facility of the bank.
Around 56% customers are aware with the Insta alert facility of the bank. But the
awareness of Insta query is only 8.8%.
 Most of customers are believe that the branch banking is more convenient way for
banking
 Most of respondents believe that the banking through e- banking channel is safe and
safe secure.
 There is very different between the awareness and use of the direct banking channel
of the bank. The customers are aware with the different direct banking channel but
they have not use the particular direct banking channel of the bank.
 Most of respondents who are not using the direct banking channel of the bank
because of the lack of information about the particular direct banking channel of the
bank.
 The customer are using the direct banking channel for few purpose it means the use
of the direct banking channel is limited for few transaction.
 Most of respondent who are using the direct banking channel are satisfied with the
service of the bank for the particular direct banking channel
 The customer care facility of the bank is good according to response of the our
respondent

Recommendation

S.V. Institute of Management, Kadi - 75 -


 Though the E-Banking is an effective tool but many of the customers are not using it
due to the awareness of the particular direct banking channel. Now the responsibility
lies with the bank to make them aware about various E-banking channels through
publicity and advertisement

 Bank should educate the customer about the usage of e-banking channel and also
about their advantages. This would prompt the customers to shift from traditional
brick and mortar channel.

 It has been observed that even the customers who know about e-banking channel are
not using this facility due to misconception and lack of information. These customers
should be targeted by the bank and must be convinced to use the same.

 The result of the study show that customers are using only few facility of various e-
banking channel for example ATM for view balance and cash withdrawal etc.
Though e- banking provides a full gamut of various services. Customer should be
made aware of these services and must be encouraged to use the same.

 The bank may improve existing facilities in rural areas through advertising, spread
awareness about computer and net banking.

 The best way to motivate the customer to use the e- banking is the most efficient
customer care service.

Chapter:-8 Hypothesis Testing

S.V. Institute of Management, Kadi - 76 -


8.1 ‘Z’ Test

Test-1

 Ho:p:= 86.54% Null hypothesis: 86.54%* respondent are using the


saving account
 H1:p:= 86.54% Alternative hypothesis: 86.54% respondent are not using
the saving account

PHo= 0.8654, QHo= 0.1346, P= (215/250) = 0.86, q= 0.14, n=250, α=0.05, Z=1.96

σр = √ PH 0 x qH 0 / n
=√ (0.8654*0.1346) /250
= 0.022
Acceptance Region
U.L = PHo + Z * σр
= 0.8654 +1.96 * 0.022
= 0.9085
L.L = PHo - Z * σр
= 0.8654 -1.96 * 0.022
= 0.8223

Z = P- PHo
σр

= 0.86-0.8654
0.022
= -0.245 Reject Region Reject Region

-1.96 -0.245 +1.96


0

Interpretation:

For above test, the hypothesis is 86.54% respondents are using the saving account in the
Bank and the alternative hypothesis is 86.54% respondents are not using the saving
account. So here the value of Z tests that is -0.245 lies in the acceptance region. There
fore do not reject Null Hypothesis

[*Source: Previous study of the Bank on E-age banking by Ansuya]

S.V. Institute of Management, Kadi - 77 -


Test-2

 Ho:p:= 0.52 Null hypothesis: 52%* respondent are visit the bank
weekly
 H1:p:= 0.52 Alternative hypothesis: 52% respondent are not visit the
bank weekly

PHo= 0.52, QHo= 0.48, P= (81/250) = 0.3240, q = 0.6760, n=250, α=0.05, Z=1.96

σр = √ PH 0 x qH 0 / n
=√ (0.52*0.48) /250
= 0.032
Acceptance Region
U.L = PHo + Z * σр
= 0.52 +1.96 * 0.032
= 0.5827
L.L = PHo - Z * σр
= 0.52 -1.96 * 0.032
= 0.4573

Z = P- PHo
σр

= 0.3240-0.52
0.032
= -6.125 Reject Region Reject Region

-1.96 0 +1.96
- 6.125

Interpretation:

Above hypothesis test is related with the customer visit in the Bank. For this test the
hypothesis is 52% respondents are visit the bank weekly. But the Z test value -6.125 is
lies in the rejection region. There for here reject the null hypothesis and accept the
alternative hypothesis

[*Source: Previous study of the Bank on E-age banking by Ansuya]

S.V. Institute of Management, Kadi - 78 -

- 6.125
Test-3

 Ho:p:= 0.3435 Null hypothesis: 34.35%*1 respondent are come to the


bank for chaque deposit
 H1:p:= 0.3435 Alternative hypothesis: 34.35% respondent are not come
to the bank for chaque deposit

PHo= 0.3435, QHo= 0.0.6565, P= (196/250) = 0.6760, q= 0.3240, n=250, α=0.05,


Z=1.96

σр = √ PH 0 x qH 0 / n
=√ (0.0.3435*0.6565) /250
= 0.030
Acceptance Region
U.L = PHo + Z * σр
= 0.3435 +1.96 * 0.030
= 0.4023
L.L = PHo - Z * σр
= 0.3435 -1.96 * 0.030
= 0.2847

Z = P- PHo
σр

= 0.6760-0.3435
0.030
= 11.08 Reject Region Reject Region

-1.96 0 +1.96 11.08

Interpretation:

Customers of the bank are visiting the bank for various purposes. For above test the
hypothesis is 34.35 % customer are visit the bank for the chaque deposit purpose. But in
this test the Z value 11.08 lies in rejection region so here reject the null hypothesis and
accept the alternative hypothesis.

1
[*Source: Previous study of the Bank on E-age banking by Ansuya]

S.V. Institute of Management, Kadi - 79 -


Test-4

 Ho:p:= 0.64 Null hypothesis: According to 64%* respondent, E-


Banking is more convenient way for Banking
 H1:p:= 0.64 Alternative hypothesis: According to 64%, E-Banking is
not more convenient way for Banking

PHo= 0.64, QHo= 0.36, P= (63/250) = 0. 2520, q = 0.7480 n=250, α=0.05, Z=1.96

σр = √ PH 0 x qH 0 / n
=√ (0.0.64*0.0.36) /250
= 0.031
Acceptance Region
U.L = PHo + Z * σр
= 0.0.64 +1.96 * 0.031
= 0.7008
L.L = PHo - Z * σр
= 0.64 -1.96 * 0.031
= 0.5792

Z = P- PHo
σр

= 0.2520-0.64
0.031
= -12.51 Reject Region Reject Region

-12.51 -1.96 0 +1.96

Interpretation:

For above test the hypothesis according to 64% respondents the e-Banking is the more
convenient way for banking. But the value of Z tests -12.5 1lies in the rejection region.
So here the value of Z test rejects the null hypothesis.

[Source: A Case Study on Customer’s perception towards E-Banking with special Reference to Jaipur
City by Prof. Sumeet Gupta, Professional Banker, July-2008 , Page no66]

S.V. Institute of Management, Kadi - 80 -


8.2 Chi-Square Test:

Null Hypothesis: Each respondent irrespective of age possesses equal knowledge about
the various Direct Banking channel

Alternative Hypothesis: Younger Respondents have a better understanding about the


various Direct Banking Channel

(1) Net Banking:

Net Banking
Aware Not Aware Total
<25 19 12 31
25-35 84 68 152
35-45 16 25 41
45-55 10 8 18
>55 3 5 8
132 118 250

(Fo-
Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe
1 1 19 16.4 2.6 6.76 0.41
1 2 12 14.6 -2.6 6.76 0.46
2 1 84 80.3 3.7 13.69 0.17
2 2 68 71.7 -3.7 13.69 0.19
3 1 16 21.6 -5.6 31.36 1.45
3 2 25 19.4 5.6 31.36 1.62
4 1 10 9.5 0.5 0.25 0.03
4 2 8 8.5 -0.5 0.25 0.03
5 1 3 4.2 -1.2 1.44 0.34
5 2 5 3.8 1.2 1.44 0.38
Chi-
Square 5.08
Acceptance Region

5.08 9.488

S.V. Institute of Management, Kadi - 81 -

- 6.125
(2) Mobile Banking:

Mobile Banking
Aware Not Aware Total
<25 15 16 31
25-35 72 80 152
35-45 13 28 41
45-55 7 11 18
>55 2 6 8
109 141 250

(Fo-
Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe
1 1 15 13.5 1.5 2.25 0.17
1 2 16 17.5 -1.5 2.25 0.13
2 1 72 66.3 5.7 32.49 0.49
2 2 80 85.7 -5.7 32.49 0.38
3 1 13 17.9 -4.9 24.01 1.34
3 2 28 23.1 4.9 24.01 1.04
4 1 7 7.8 -0.8 0.64 0.08
4 2 11 10.2 0.8 0.64 0.06
5 1 2 3.5 -1.5 2.25 0.64
5 2 6 4.5 1.5 2.25 0.50
Chi-
Square 4.83

Acceptance Region

4.83 9.488

S.V. Institute of Management, Kadi - 82 -

- 6.125
(3) Phone Banking:

Phone Banking
Aware Not Aware Total
<25 15 16 31
25-35 57 95 152
35-45 12 29 41
45-55 4 14 18
>55 2 6 8
90 160 250

(Fo-
Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe
1 1 15 11.2 3.8 14.44 1.29
1 2 16 19.8 -3.8 14.44 0.73
2 1 57 54.7 2.3 5.29 0.10
2 2 95 97.3 -2.3 5.29 0.05
3 1 12 14.8 -2.8 7.84 0.53
3 2 29 26.2 2.8 7.84 0.30
4 1 4 6.5 -2.5 6.25 0.96
4 2 14 11.5 2.5 6.25 0.54
5 1 2 2.9 -0.9 0.81 0.28
5 2 6 5.1 0.9 0.81 0.16
Chi-
Square 4.94

Acceptance Region

4.94 9.488

S.V. Institute of Management, Kadi - 83 -

- 6.125
(4) Insta alert:

Insta Alert
Aware Not Aware Total
<25 17 14 31
25-35 85 67 152
35-45 24 17 41
45-55 9 9 18
>55 5 3 8
140 110 250

(Fo-
Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe
1 1 17 17.4 -0.4 0.16 0.01
1 2 14 13.6 0.4 0.16 0.01
2 1 85 85.1 -0.1 0.01 0.00
2 2 67 66.9 0.1 0.01 0.00
3 1 24 23 1 1 0.04
3 2 17 18 -1 1 0.06
4 1 9 10.1 -1.1 1.21 0.12
4 2 9 7.9 1.1 1.21 0.15
5 1 5 4.5 0.5 0.25 0.06
5 2 3 3.5 -0.5 0.25 0.07
Chi-
Square 0.52

Acceptance Region

9.488
0.52

S.V. Institute of Management, Kadi - 84 -

- 6.125
(5) Insta Query:

Insta Query
Aware Not Aware Total
<25 6 25 31
25-35 10 142 152
35-45 3 38 41
45-55 0 18 18
>55 2 6 8
21 229 250

(Fo-
Row Column Fo Fe Fo-Fe (Fo-Fe)2 Fe)2/Fe
1 1 6 2.6 3.4 11.56 4.45
1 2 25 28.4 -3.4 11.56 0.41
2 1 10 12.8 -2.8 7.84 0.61
2 2 142 139.2 2.8 7.84 0.06
3 1 3 3.4 -0.4 0.16 0.05
3 2 38 37.6 0.4 0.16 0.00
4 1 0 1.5 -1.5 2.25 1.50
4 2 18 16.5 1.5 2.25 0.14
5 1 2 0.7 1.3 1.69 2.41
5 2 6 7.3 -1.3 1.69 0.23
Chi- 9.488
Square 9.86

Acceptance Region

9.488 9.860

S.V. Institute of Management, Kadi - 85 -

- 6.125
Interpretation of Chi-square:

In above chi-square test the chi- square value is different for various E-channel of the
bank. The table value of chi-square at the 5% significance level and 4 degree of freedom
is 9.488. The chi-square value of Net Banking, Mobile banking, Phone Banking and
Insta alert lies in the acceptation region of the chi-square distribution. But the chi-square
value of Insta query lies in the rejection region of the chi-square distribution. So here the
chi-square value of Insta query rejects the null hypothesis which is 9.86.

[Source: A case study on Customer awareness and perception towards Banking Channel of Kotak
Mahindra Bank by Prof: Varsha Virani, Profesional Banker, September 2008, Page NO: 66]

S.V. Institute of Management, Kadi - 86 -


Chapter:-9 Bibliography

Books and Magazine

 Organization behavior,13th edition by Stephen P. Robbins,Timothy A. Judge and


seema sanghi,Page No 157
 Market Reaserch 7th ediltiion by David J.Luck and Ronald s. Rubin
 Statistics for Management 7th edition by Richard l. Levin & David S. Rubin.
 A case study on E-Delivery channels in Banks customer perception by Dr.
R.K.Uppal, Professional Banker, March 2009 Page No 62
 A case study on customer perception of ATM services by N. Sakthivel Professional
Banker, March 2008 Page No 66
 A case study of customer’s perception towards E-Banking channel with special
reference to Jaypur city by Prof. Sumeet gupta, Professional Banker, July 2003
Page No 66
 A case study on customer awareness and perception towards banking channel of
kotak Mahindra Bank by Varsha Virani, Professional Banker, March 2009 Page No
66

Website

 www.hdfcbank.com
 www.kotaksecurities.com
 www.iba.com
 www.rbi.com

S.V. Institute of Management, Kadi - 87 -


Chapter:-10 Annexure

Questionnaire

No:
Dear Respondent,
We are the student of first year MBA programme from S.V. Institute of
Management, Kadi. As a part of our curriculum we have to do a project report on market
research on any area for any of the selected topic. We have selected “customer
awareness and perception towards E-Banking channel (Direct Banking Channel) for our
research topic. Here I request you to answer the following question and help me in my
work.
We ensure you that the answer given by you will be kept confidential and use
for academic purpose only.

(1) Which type of account you have in HDFC Bank?

(1) Saving (2) Current

(3)Fix Deposit (4) Salary

(2) How often do you visit the bank?

(1) Daily (2) Weekly

(3) Two time in a month (4) Ones in a month

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(5) Rarely

(3) For which transaction you are come to the bank?

(1) Cheque withdrawal/Deposit (2) Cash withdrawal/deposit

(3) Demand Draft (4) Balance inquire

(5) Other

(4) According to you which is more convenient way for Banking?

(1) Branch Banking (2) E-Banking

(5) “Banking through e-channel is safe and secure” present your view

(1) Strongly Agree (2) Agree

(3) Can’t say (4) Disagree

(4) Strongly disagree

(6) Are you aware about below e-banking channel?

(A) ATM (1) Yes (2) No

(B) Net Banking (1) Yes (2) No

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(C) Mobile banking (1) Yes (2) No

(D) Phone Banking (1) Yes (2) No

(E) Insta alert (1) Yes (2) No

(F) Insta Query (1) Yes (2) No

(7) Have you ever done any transaction through below e-banking channel?

(A) ATM (1) Yes (2) No

(B) Net Banking (1) Yes (2) No

(C) Mobile banking (1) Yes (2) No

(D) Phone Banking (1) Yes (2) No

(E) Insta alert (1) Yes (2) No

(F) Insta Query (1) Yes (2) No

If ‘No’ than what is the reason for not using E-Banking channel

(1) Lack of (2) Fear about (3) Other


information Security
A ATM
B Net Banking
C Mobile Banking
D Phone Banking
E Insta alert
F Insta Query

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(8) What is your purpose for using E-Banking channel?

(A) ATM

(1) Withdraw cash (2) Deposit Cheque or Cash

(3) Make a balance Inquire (4) Pay Bill

(5) Request a cheque Book (6) Other

(B)Net Banking

(1) View a Account Balance (2) Fund Transfer

(3) Order a cheque book (4) Pay Bill

(5) Statement Request (6) Other

(c) Mobile Banking

(1) Get your balance detail (2) Request a cheque Book

(3) Enquire a cheque status (4) Request an account balance

(5) Other

(D) Phone Banking

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(1) Check your account balance (2) Enquire cheque status

(2) Order a cheque Book (3) Loan related Query


(5) Fund Transfer (6) Pay your Bill

(7) Other

(E) Insta Query

(1) Requesting a cheque book (2) Request for Account Statement

(3) Inquire cheque status (4) Balance Inquire

(5) Transaction history (6) other

(9) How much you satisfied with the below e-banking channel?

(1) HDS (2) DS (3) Can’t Say (4) S (5) HS


A ATM
B Net Banking
C Mobile Banking
D Phone Banking
E Insta alert
F Insta Query

(10) According to you customer care facility of HDFC Bank is

(1) Excellent

(2) Good

(3) Bad

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(11) What is your Age?

(1) < 25 years (3) 25 to 35

(3) 35 to 45 (4) 45 to 55

(5) Above 55

Personal Detail
Name:
Account Number:
Occupation:
Gender: (1) Male (2) Female
Contact Number:

We are heartily fully thankful to you for your valuable and kind co-operation.
Thanking you very much.

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