CUSTOMER SATISFACTION TOWARDS THE INTERNET BANKING SERVICES OFFERED BY HDFC BANK

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By VENKATESHWAR DASARI Roll no: 09031E0040 11/11/12

FORMATION OF THE COMPANY 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. Click to edit Master subtitle style The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.
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INTERNET BANKING In Internet banking, any inquiry or transaction is processed online without any reference to the branch at any time.
Internet Master subtitle style Click to edit banking is increasingly

becoming a "need to have" than a "nice to have" service. It is the cheapest way of providing banking services.

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 1) To study the awareness level of customers who are using internet banking services offered by HDFC Bank. 2)To identify the factors influencing customers to use internet banking services offered by HDFC Bank. 3) To evaluate customer satisfaction of the customers using HDFC internet banking services. 4) To study the flexibility of the internet banking services offered by 11/11/12

RESEARCH METHODOLOGY Sampling Technique: Stratified Random sampling technique is used for the collection of primary data. Sample Size: A sample of minimum Click to edit Master subtitle style 300 respondents was selected from various areas of Hyderabad. (Alwal, Dilsukhnagar, Kukatpally, Mehdipatnam, Secunderabad ) Respondents are evenly selected.
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DATA COLLECTION & ANALYSIS There were two types of data sources used in this research i.e. Primary data and Secondary data.

SPSS software was used to conduct chiClick to edit Master subtitle style sqare test to analyze the data collected.

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Demographic Respondents

Profile

of

the

From the data collected it was found majority of respondents that is 40% belonged to the age of 35 to 50 years, followed by the age group of 20 to 35 years. It was found that the majority of the Click to edit Master subtitle style and from the respondents were graduates business class followed by the service class and self employed people. It was found that the majority of the respondents fell between the income groups of Rs 6 to Rs 10 lakhs, followed by income group between Rs 2 to Rs 6 lakhs. Thus it can be concluded that the majority of 11/11/12

Awareness regarding Net Banking Service provided by HDFC Bank From the data collected it was found that majority of the respondents that is 96% were aware of the net banking service provided by HDFC Bank while just 4% Master respondents were not Click to edit of thesubtitle style aware of the same service. It was concluded that majority of the respondents are aware of the net banking service in HDFC bank.

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Net Banking services of HDFC Bank availed It was found that the majority of the respondents i.e., 30% of the respondents use the net banking service for viewing accounts and Click to edit Master subtitle style and 20% of balances, followed by 22% the respondents who availed the same for transferring the funds between accounts and for paying the bills respectively. Marginally 3% of the respondents used the same service to request a demand draft. 11/11/12

Customer satisfaction of the customers using HDFC internet banking Considering various factors such as Convenience, cost, service lead time, Maintenance, Safety, User friendly, understanding webpages, changing the IPIN and Password. Most of the respondents are satisfied with the Net banking services offered by HDFC bank. It is found from the above study i.e. 166 respondents are satisfied with the 11/11/12 all the above attribute whereas, 57

FINDINGS OF THE STUDY The majority of the respondents regarded convenience as the most important reason for which Net Banking service should be availed. The majority of the respondents faced the safety issues was the major difficulty that they faced while using the Net Banking service. The majority of the respondents felt that the net banking service is better than the traditional banking.

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RECOMMENDATIONS
The bank should adopt more upgraded techniques to make their customer feel more secure while accessing their accounts. The bank should take steps to create a trust in mind of customers towards security of their accounts. The bank should make a effort to provide a Click to edit Master subtitle customers can access platform from where the style different accounts at single time without extra charge. The HDFC bank should introduce more services which can be accessed through Net Banking like advice on investment, TDS, etc.

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Thank you

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