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A study on Customer

satisfaction in HDFC bank

INTRODUCTION

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. The bank was incorporated
in
August 1994
in
the name
of
'HDFC Bank
Limited
HDFC Bank commenced operations as a Scheduled Commercial Bank in January
1995.

HDFC Bank began operations in 1995 with a simple mission to be a World


Class Indian Bank. It realized that only a single minded focus on
product quality and service excellence would help us get there. Today, the Bank is
proud to say that it is well on its way towards that goal.

Cont

HDFC bank ltd provides various financial products and services. It operates in
three segments:

Retail Banking,

Wholesale Banking

Treasury.

Retail banking

The Retail banking segment provides various deposit products, including savings
Accounts, current accounts, fixed deposits, and demit accounts.

It also offers Auto, personal, commercial vehicle, home, gold, and educational
loans; loans Against securities and property and health care finance Working
capital
finance,
construction
equipment
finance,
and
as
well as credit cards, debit cards, depository, investment Advisory, bill
payments, and transactional services.

Whole sale banking

The
wholesale banking Segment provides loans,
non-fund
facilities,
and transaction services to large
Corporate,
emerging
corporate,
small and medium enterprise, supply chain, Public sector undertaking,
central and state government departments, and Institutional customers.

This segments services include trade services, cash management, and money
Market, custodial, tax collection and electronic banking.

Treasury banking

The Treasury Services segment operates primarily in areas, such as foreign


exchange, money market, interest rate trading, and Equities. As of March 31,
2009HDFC bank had a network of 1,142 branches And 3,295 automated teller
machines in 528 cities in India.
The company was founded in 1994 and is based in Mumbai, India.

objectives

To study the association between the demographic variables and it


impact on customer satisfaction. Level of satisfaction of customers
in ATM services.

The objective of this study is to measure the level of customer


satisfaction in private banking by discussing variable such as service
quality and customer loyalty.

Findings

The first items highest mean score is 7.00, which infers that the
respondents belongs to below 21 years category feels that The bank
has modern equipment.

The second items highest mean score is 6.61, which infers that the
respondents belongs to 21-30 years category feels that Never to
busy respond to customer request

The third items highest mean score is 5.33, which infers that the
respondents belongs to 21-30 years category feels that Bank
promises to do something services.

Suggestion

Customers of Hdfc bank ltd feel there should be cash deposited


in the bank.

Services for customers should be more flexible.

Non maintenance charges should be reduced.

Conclusion

Here I conclude that bank should be given proper


and responsible service to the customers because
people expecting good service from the bank.
when the banks give good service customer gets
satisfied.