A SYNOPSIS

ON
PRODUCT OF HDFC BANK LIMITED

Submitted to IKG PTU for the partial fulfillment of the requirement

For the Award of the Degree of
Master of Business Administration
(2018-2020)

Guided By: Submitted By:

Asst. Prof: Anjali
Paankhuri Roll No 1812694
(Management Department) MBA 3rd semester

ST: SOLDIER MANAGEMENT & TECHNICAL INSTITUTE

(Affiliated from Punjab Technical University Jalandhar)

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 TABLE OF CONTENTS

SR. NO. CHAPTER PAGE NO.

1. Introduction 3

2. Review of literature 4

3. Objectives 5

4. Significance of Research 6

5. Research Methodology 7

6. Data collection 8

7. Limitations 9

8. References &Bibliography 10

9. Annexure 11 - 13

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 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', with its
registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled
Commercial Bank in January 1995. 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.

HDFC Bank began operations in 1995 with a simple mission: to be a “ World Class Indian
Bank.” We realized that only a single minded focus on product quality and service
excellence would help us get there. Today, we are proud to say that we are well on our way
towards that goal.

HDFC Bank Limited (the Bank) is an India-based banking company engaged in providing a
range of banking and financial services, including commercial banking and treasury
operations. The Bank has a network of 1412 branches and 3295 automated teller machines
(ATMs) in 528 cities and total employees are 52687.

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 Review of literature

According to the economist 1996: The majority of television shoppers were women (85%)
and the most popular items sold were jewelry, which accounted for nearly 40 percent of the
business. Other items sold included clothing, cosmetics and fitness machine. The consumers
who are most frequently used teleshopping were married between the ages of 35 and 45, and
had higher than average incomes.

Gum pert and Ducker (1992): They suggested that the strategy of television shopping is to:
tap the myth of the old fashioned idealized store where greetings, awareness of product and
the illusion of friendship were part of the exchange of goods, because television shopping
combines social involvement with in a personal selling situation, it provides an opportunity
for an on-air host to use persuasion strategies to motivate the viewer to purchase.
Unanswered is the question “are hosts using persuasion strategies during their presentation of
merchandise to viewers?”. The purpose of our descriptive study was to identify whether and
how are hosts of two major home-shopping channels used specific persuasion strategies and
to document how often they were used. If it is found that these strategies are being used. That
could provide an explanation for the high number of unplanned purchases made by television
shoppers.

Grant et al, 1991, Peres, 1986, Robin et al, 1985: Tele viewing behavior was measured
considering the daily number of Tele viewing hours on an average. Future Tele shopping was
measured by the response to the questions “Would you buy the television over the next few
years ? “ on five point likert scale where:

No definitely not
Probably not
Indifferent
Probably yes\
Yes definitely

Rubin, 1981, 1983, 1984; Rubin and Perse, 1988; perse, 1986: Five item scales from
previous studies was used to measure affinity. Evaluation for each item ranged from 1
“totally disagree” to 5 “totally agree.”

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 Objectives

Objectives are the goals that the researcher wants to achieve. Objectives are those goals for
which the researcher plans the whole research and designs the methods to achieve his desired
goals.

The objectives of this research:

 To examine the essential dimensions of service quality i.e. RATHER- Reliability,

assurance, tangibles, empathy and responsiveness of HDFC bank and its effect on
customers satisfaction.

 To find out the level of perception of the customer from the service quality offered
by the banks.

 To know which service quality dimension of the bank is performing well.

 To identify which dimension of service quality needs to improvement so that the

quality of service HDFC banks is enhanced.

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 Significance of Research

Although many researchers have been done on HDFC bank, but my research is to update the
previous data collected on this subject. Hence my research is important as it highlights the
effect of HDFC products on viewers.

The research also aims at understanding the consumer attitude towards HDFC bank in India.
It will give an insight of consumers’ perception and preferences while buying the products
from HDFC banks.

It will help in analyzing the reasons and factors that persuade the consumers to buy products
from HDFC banks. It identifies the range or categories of products that consumers buy from
HDFC banks. The research also highlights the reasons of increasing trend of HDFC banks in
India.

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 Research methodology

Research Methodology is a way to systematically solve the research problem. It is necessary

for the researcher to know not only the research methods but also the methodology.

Research Design
The research is exploratory till identification of service quality parameters. Later it becomes descriptive when it
comes to evaluating customer perception of service quality of the banks.
Descriptive research, also known as statistical research, describes data and characteristics about the
population or phenomenon being studied.
Descriptive research answers the questions who, what, where, when and how.
Although the data descriptive is factual, accurate and systematic, the research cannot describe what caused a
situation. Thus, descriptive research cannot be used to create a causal relationship, where one variable affects
another. In other words, descriptive research can be said to have a low requirement for internal validity.

The descriptive is used for frequencies, averages and other statistical calculations. Often the best approach,
prior to writing descriptive research, is to conduct a survey investigation. Qualitative research often has the aim
of description and researchers may follow-up with examinations of way the observations exist and what the
implications of the findings are

RESEARCH SAMPLE

SAMPLING PLAN
Since it’s not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.

Sampling Units: Customers of HDFC bank.

Sample Technique: Random sampling.
Research Instruments: Structured Questionnaire.
Contact Method: Personal interview.

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Data collection

Data collection is a term used to describe a process of preparing and collecting data. The
purpose of data collection is to obtain information to keep on record, to make decisions about
important issues, to pass information on to others...
Classification of data
1. Primary data
2. Secondary data

Primary data-The primary data are those which are collected a fresh for the first time and
thus happens to be original in character. The methods of collecting primary data particularly
in survey and descriptive research. Are
 Observation method
 Interview method
 through questionnaire
 through Schedule
 Depth interviews

The primary data for my research was collected through survey of research. In this method I
prepared a questionnaire and the questions were given to fifty (50) respondents.

Secondary data-The secondary data on the other hand are those which have already been
collected by someone and which have been passed through statistical process. It involves less
cost, time and effort.

The secondary data for my research was collected through:

 Case Studies

 Content analysis

 Literature Review

 Internet

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 Limitations

 The study is only for the HDFC bank confined to particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the
entire banking industry.

 The study can also not be generalized for public and private sector banks of the
country.

 Respondents may give biased answers for the required data. Some of the
respondents did not like to respond.

 Respondents tried to escape some statements by simply answering “neither

agree nor disagree” to most of the statements. This was one of the most
important limitations faced, as it was difficult to analyze and come at a right
conclusion.

 In my study I have included 50 customers of ban because of time limit.

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 References & Bibliography

BOOKS REFFERED:

Philip Kotler (Eight Editions), “ Marketing Management

T.N Chhabra, Human Resource Management

WEBSITES REFFERED:

www.wikipedia.com

www.hdfcbank.com

www.google.co.in

REPORTS/ARTICLES REFFERED:

Annual report of HDFC BANK 2018

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 Annexure

Effect on HDFC bank products on viewers

Hello,

I am Anjali. I am student of Master of Business Administration 3th semester in st.

Soldier management and technical institute. I am conducting this research to discover
effect of HDFC bank products on viewers. All responses to this survey will be kept
completely confidential. Results will be reported in general terms, with no specific
individuals identified in any reports. Your cooperation in the matter is requested and
will be highly appreciated.

Thank you for sharing your time and experiences.

Please mark a tick in the box [ ] against the option you choose.

Questions Strongly Disagree Neither Agree Strongly

Disagree agree nor agree
disagree
1. HDFC bank has
modern looking
equipment
2. The banks physical
features are visually
appealing.
3. The banks reception
desk employees are
neat appearing.
4. When the bank
promises to do
something by a certain
time, it does so.
5. When you have a
problem, the bank
shows a sincere
interest in solving it.
6. The bank performs
the service right the
first time.
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7. The bank insists on
error free records.
8. Employees in the
bank tell you exactly
when the services will
be performed.
9. Employees in the
bank give you prompt
service.
10. Employees in the
bank are always
willing to help you.
11. Employees in the
bank are never too
busy to respond to
your request.
12. The employees of
the bank are
trustworthy.
13. You feel safe in
your transitions with
the bank.
14. Employees in the
bank have the
knowledge to answer
your questions.
15. The bank gives you
individual attention.
16. The bank has
operating hours
convenient to all its
customers.
17. The bank has your
best interest at heart.
18. The employees of
the bank understand
your specific needs.

Thank you so much for filling up this questionnaire

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