A STUDY ON

CUSTOMER PERCEPTION TOWARDS THE PRODUCTS &

SERVICES OFFERED BY HDFC BANK.

Sectoral project report

Submitted in partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted By

Rajeev Kumar

Roll no: MBA/4547/09

MBA-4th Semester

2009-2011
 BIRLA INSTITUTE OF TECHNOLOGY

(Deemed University U/S 3 of UGC Act 1956)

Mesra, Ranchi, Jharkhand

DECLERATION CERTIFICATE

This is to certify that the work presented in the project entitled “A Study on customer
perception towards the product & services offered by HDFC bank” in the partial
fulfillment of the requirement for the award of degree of “Master of Business
Administration”, Birla institute of Technology, Mesra, Ranchi, is an authentic work
carried out under my supervision and guidance.

To the best of knowledge, the content of this project does not form a basis for the award of
my previous degree to anyone else.

Date Mr. K.B. Singh

Department of management

Birla Institute Of Technology

Noida (U.P)
 CERTIFICATE OF APPROVAL

The foregoing project’ A Study on customer perception towards the products & services
offered by HDFC bank” is hereby approved as a creditable study of the research topic and
has been presented in satisfactory manner to warrant its acceptance as prerequisite to the
degree for which it has been submitted.

It is understood that by this approval, the undersigned do not necessarily endorse any
conclusion drawn or opinion expressed therein, but approve the project for the purpose for
which it has been submitted.

Ms.Meenakshi Sharma Dr. S.L Gupta

In charge management Academic co-ordinator

Birla institute of
technology

Noida
 Director

Birla institute of technology

Noida

Acknowledgement

Act as you speak, speak as you feel, do not play false to your conscience. I am privileged to
have successfully completed my project report on customer perception towards the product &
services offered by HDFC bank.

I am very thankful to everyone who all supported me, for I have completed my project
effectively and moreover on time.

I am equally expressing my sense of gratitude to Mr. K.B. Singh, Faculty BIT, Noida for his
esteemed guidance and inspirations to help me to make a successful complete project work.

RAJEEV KUMAR 
 CONTENTS

Declaration Certificate

Certificate of Approval

Acknowledgement

Executive Summary

Page no.

Chapter 1: Introduction 1-11

(1.1)Introduction to the study

Chapter 2: Literature review 12-13

Chapter 3: Research methodology 14

(3.1) Objective

(3.2) Research design

Chapter 4: Data analysis & interpretation 15-20

 Chapter 5: Findings of the study 21

Chapter 6: Conclusion & recommendation 22

(6.1) Suggestion & recommendation

(6.2) Conclusion

Bibliography 23

Annexure

Questionnaire

EXECUTIVE SUMMARY

The study on customers perception towards the products & services offered by HDFC bank
is based on the thinking of a customer i.e what does a customer feels about the products
offered by HDFC bank.

The objective of the study is to measure the customer perception about the products of HDFC
bank and also to study the various features of the products & services offered by HDFC bank.
The survey has been done through questionnaire, which was filled by 50 customers of HDFC
bank i.e. sample size.

The study concludes that the Bank understands and respects the needs and requirement of its
customers and responsibility to shareholders and strives hard to meet their expectations.
Transparent disclosures and customer empowerment are necessary for creating Market value.
Chapter 1: Introduction
HDFC India was incorporated in August 1994 in the name of 'HDFC Bank Limited'. HDFC
Bank , one amongst the firsts of the new generation, tech-savvy commercial banks of India,
was set up in august 1994 after the Reserve Bank of India allowed setting up of Banks in the
private sector.

The Bank was promoted by the Housing Development Finance Corporation Limited, a
premier housing finance company (set up in 1977) of India. HDFC Bank, has a network of
over 684 branches spread over 316 cities across India. All branches are linked on an online
real-time basis. Customers in over 120 locations are serviced through Telephone Banking.
The Bank also has a network of about over 1605 networked ATMs across these cities.

1.1 Promoter
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.

1.2 Business focus

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.

1.3 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).

The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. In terms of
software, the Corporate Banking business is supported by Flexcube, while the Retail Banking
business by Finware, both from i-flex Solutions Ltd. The systems are open, scaleable and
web-enabled.

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.

1.4 Distribution network

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of
over 593 branches spread over 263 cities across India. All branches are linked on an online
real-time basis. Customers in over 120 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 1131 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.

1.5 Business
HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers.

1.6 Products & services

HDFC bank offers 3 types of products to its customers like:-

 Personal banking
 NRI banking
 Wholesale banking

Personal banking:-
Accounts & deposits

a) Regular savings account - An easy-to-operate savings account that allows you to issue
cheques, draw Demand Drafts and withdraw cash. Check up on your balances from the
comfort of your home or office through Net Banking, Phone Banking and Mobile Banking.

Features & benefits

 Wide network of branches and over thousand ATMs to meet all your banking needs
no matter where you are located.
 Bank conveniently with facilities like Net Banking and Mobile Banking- check your
account balance, pay utility bills or stop cheque payment, through SMS.
 Never overspend- Shop using your International Debit Card that reflects the actual
balance in your savings account.
 Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on
your account.

b) NO FRILLS saving account

In an effort to make banking simpler and more accessible for the customers, HDFC have
introduced the 'No Frills' Savings Account, which offers all the basic banking facilities.
Customers can even avail of services like Net Banking, Mobile banking free of cost.

Features & benefits

 Access a wide network of branches and over a thousand ATMs across the country to
meet all your banking needs.
 Use the Free Electronic Funds Transfer (EFT) facility to transfer funds from your
HDFC Bank account to an account in another Bank at the locations as specified by
RBItry to meet all your banking needs.
 Bank conveniently with facilities like Free Net Banking and Mobile Banking

C) Salary account :-

Payroll account
 Features & benefits
 Nil Interest payout on account balance
 Free Payroll Debit Card - (max cash withdrawal at ATMs- Rs 15,000/- and Rs 25,000
at shopping avenues)
 Bill Pay facility at Rs 25/- (plus taxes) per qtr. per Customer ID.
 Up to 6 free ATM cash withdrawal transactions; thereafter Rs. 30/- per transaction.
 Cheque book issuance @ charge of Rs.5 per leaf (only on request and this is not a
standard offering )
Classic salary account

Features & benefits

 Zero Balance Account

 Free personalised cheque books.
 Free ATM Card with a withdrawal limit of up to Rs. 10,000/- per day.
 Free facilities like Net Banking, Phone Banking and Mobile Banking

Regular salary account

Features & benefits

 No minimum balance required.
 Free International Debit card with ATM cash withdrawal limit of up to Rs. 15,000
and Rs. 25,000 (non-cash) at shopping avenues
 Free issuance of Demand Drafts up to Rs. 25,000 per instrument, payable at
branches within the HDFC Banking network.
 Preferential rates on loan products offered by the bank.
 Preferential rates on forex transactions.
 Bill pay facility.

Premium salary account

Features & benefits

 Free International Debit Card and Add-on Debit card for life.
 Free Personal Insurance Accident cover up to Rs. 2,00,000/- on the Debit card.
 Free Debit card withdrawals - max cash withdrawal at ATMs- Rs 25,000/- and Rs
50,000 (non-cash) at shopping avenues.
 Preferential rates for Gold and Silver credit cards.
Defence salary account

Features & benefits

 The Defence Salary Account is a Zero Balance account.

 Enjoy facilities like NetBanking, PhoneBanking, MobileBanking, BillPay, ATM
facility, and inter-branch banking.
 Enjoy preferential rates on Loans Against Shares, New Car Loans and Used Car
Loans, Consumer Loans and Personal Loans.

Kid’s advantage account

Features & benefits

 Automatically increases the balance in your Kids Advantage Account by transferring
a fixed sum from your Savings Account every month.
 Amounts in excess of Rs. 5,000/- over and above a balance of Rs. 10,000/- gets
converted into Fixed Deposits for a specified period in your child's name.
 Free International Debit Card for your child (above 7 years of age) with a maximum
drawing capability of Rs. 2,500/- per day.
 Free Education Insurance cover of up to Rs. 1,00,000/- for your child with every Kids
Advantage Account

Pension saving account

Features & benefits

 The Pension Saving account is a Zero Balance Account.
 Timely credit of receivables
 Free International Debit Card.
 Enjoy facilities such as Net Banking, Phone Banking, Bill Pay, ATM facility, inter-
city and inter-branch banking.
 Pension Accounts are transferable from one branch/bank to another.

Family saving account

Features & benefits

 All account holders can operate their account freely without worrying about their
minimum balance.
 Family members with NRI status can also be part of the group.
 Get 5 Free Cash withdrawal transactions on SBI ATMs per group per month.
  Upto 2 free DD's/ MC's on HDFC Bank locations per account per month (max. up to
Rs. 25,000/- per instrument per day).
 Free International Debit Card for all account holders till the account is part of the
Family group. (NRO Accounts will be issued only ATM cards)
 Free Bill Pay & Insta Alerts facility for all account holders till the account is part of
the Family Group.
 Free Standing Instructions for investment into Mutual Funds
 Free One View to access all your accounts.
 Free Mobile Banking, Net Banking & Phone Banking.

d) Current account :-

Plus current account

In today's fast-paced world, your business regularly requires you to receive and send funds
to various cities in the country. HDFC Bank Plus Current Account gives you the power of
inter-city banking with a single account and access to more than 220 cities

Features & benefits

 Free outstation cheque collection (non HDFC Bank location cheques will incur a
nominal charge).
 Free limited NetBanking for checking balances in accounts.Full fledged Net Banking
can be availed of after completion of certain formalities.
 FREE Demand Drafts (without any limit) payable at Mumbai, Delhi, Kolkata,
Chennai, Ahmedabad, Bangalore, Hyderabad, Trivandrum, Chandigarh, Bhopal,
Nagpur, Jaipur, Bhubaneshwar, Kanpur, Patna & Guwahati. At all other HDFC Bank
Branch locations, Demand Drafts will be issued Free up to a total of Rs.50 lacs per
month, incremental to be charged @ Rs.0.25 per Rs.1,000, minimum Rs.25/-,
maximumRs.5,000.
These drafts are available free only from the Home Branch
 Free Funds Transfer- Huge savings!
You can transfer funds absolutely FREE across all locations, except Dahej, in the
HDFC Bank network upto a total value of Rs.100 lakhs per month.any incremental
amount above Rs.100 lakhs will be charged

Trade account

In today's changing busines requirements, you need to transfer funds across cities, and time
is of the essence. HDFC Bank Trade Current Account gives you the power of inter-city
banking with a single account.
From special cheques that get treated at par with local ones in any city where we have a
branch, to free** collection of outstation cheques (payable at branch locations), to free inter-
city funds transfers of up to 25 lakhs, our priority services have become the benchmark for
banking efficiency

Features & benefits

 Convenient Inter-city banking across more than 185 cities

 Safe & convenient Intra-city banking
 FREE Funds Transfer. Huge Savings.

Premium current account

A Current Account with the benefits of accessing your account from a large network of
branches, and through direct access channels - the phone, mobile, Internet and through the
ATM.

Features & benefits

Convenient Inter-city banking across more than 185 cities.

 FREE ATM Card to access your account from the wide network of HDFC Bank
ATMs, across the country.
 Enjoy facilities like 24-hour Phone Banking, Net Banking and Mobile Banking.
 Automatically transfer funds from your Fixed Deposit to your Current Account in
times of need
 FREE Funds Transfer* across all locations in the HDFC Bank network up to a total
value of Rs. 10 lacs per month, (except Dahej), any incremental amount above Rs.10
Lacs will be charged @ Rs.1.50 per Rs.1000-

Regular current account

A Current account is ideal for carrying out day-to-day business transactions. With the HDFC
Bank Regular Current Account, you can access your account anytime, anywhere. Withdraw
and deposit cash, issue and encash cheques, make balance-inquiries or ask for mini
statements, and even request for cheque books any time, anywhere.

Features & benefits

 Enjoy FREE 24-hour Phone Banking, Net Banking and Mobile Banking that helps
you check your balance, find out the status of your cheque or stop cheque payment.
 Sweep-In Account With the Sweep-In Facility you can automatically transfer funds
from your Fixed Deposit to your Current Account in times of need.
  Attractive rates for inter-city/inter-branch transactions Your funds will be
transferred at Rs.1.50/- per Rs.1000/-. The minimum charge is Rs. 50/-. You can also
deposit or withdraw cash for an additional charge of Rs. 2 per Rs. 1000/- (on full
amount, if amount is more than Rs. 50,000) at branches other than the branch where
you have opened your account.

e) Fixed account :-

Super saver account

Features & benefits

 It's like two Accounts working in tandem to give you better returns.
 Choose between a Savings Account or Current Account to link to your Fixed Deposit.
 Avail an overdraft facility to supplement your household or business needs
 Pay back with interest only on the drawn amount, while the remaining Fixed Deposit
continues to earn you interest.
 Flexibility in altering period of deposit, maturity and payment instructions, principal
amount and rollover mode.

f) DEMAT account:-

HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8
Lac demat accounts.

HDFC Bank Demat services offers you a secure and convenient way to keep track of your
securities and investments, over a period of time, without the hassle of handling physical
documents that get mutilated or lost in transit.

HDFC BANK is Depository particpant both with -National Securities Depositories Limited
(NSDL) and Central Depository Services Limited (CDSL).

g) Loans :-

Personal loan

Features & benefits

 Borrow up to Rs 15,00,000 for any purpose depending on your requirements.
 Flexible Repayment options, ranging from 12 to 60 months.
 Repay with easy EMIs.
 One of the lowest interest rates.
 Hassle free loans - No guarantor/security/collateral required.
 Speedy loan approval.
  Convenience of service at your doorstep.
 Customer privileges

Home loan

Features & benefits

 Home Loan - We offer home loans for individuals to purchase (fresh / resale) or
construct houses. Home loans can be applied for individually or jointly. HDFC
finances up to 85% maximum of the cost of the property (Agreement value + Stamp
duty + Registration charges).
 Home Improvement Loan - HIL facilitates internal and external repairs and other
structural improvements like painting, waterproofing, plumbing and electric works,
tiling and flooring, grills and aluminium windows. HDFC finances up to 85% of the
cost of renovation (100% for existing customers).
 Home Extension Loan - HEL facilitates the extension of an existing dwelling unit.
All the terms are the same as applicable to Home Loan.

Car loan
Features & benefits

 Covers the widest range of cars and multi-utility vehicles in India.

 Avail 100% finance on your favourite car
 Flexible repayment options, ranging from 12 to 84 months.
 Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your
annual income (for self employed professionals).
 Speedy processing - within 48 hours

Loan against property

HDFC Bank brings to you Loan Against Property (LAP). one can now take a loan against
residential or commercial property, to expand his/her business, plan a dream wedding, fund
child's education and much more. Loan to purchase Commercial Property (LCP) is a
specially designed product to help you expand your business without reducing the capital
from your business.

Commercial vehicle finance

Truck? Tempo? or a Tipper? If some one is looking for finance to buy commercial
vehicle. HDFC offer hassle-free Commercial Vehicle Loan with the best terms for funding at
the most attractive rates in India.
h) Cards

Besides arming one with unmatched spending power, HDFC Banks Credit Cards are
designed to meet ones unique needs.

 International silver credit cards

Rewards points, Insurance to suit ones needs! Loyalty does definitely reap rewards
with HDFC Bank with lower interest rates and privilege pricing on our products
 Gold credit card
 Titanium credit card
 Value plus credit card

Debit card

HDFC Bank Debit Cards give you complete and instant access to the money in your
accounts without the risk or hassle of carrying cash.

Classic card

Specialized card

Premium cards

i) Insurance

HDFC Bank offers a world of choice in insurance. one can now avail of Life - Insurance
plans from HDFC Standard Life Insurance.

NRI Banking:-
a) NRO fixed deposit

Features & Benefits

 Open the deposit jointly with a Resident Indian.
 Avail of a loan on upto 75% of your deposit.
 Repatriate the interest on your deposit
 Interest credited at least every three months
 Nomination Facility available

b) NRE fixed deposits:-

Features & Benefits

 Open the deposit jointly with any other NRI

  Avail of a loan of upto 75% of your deposit
 Repatriate your complete deposit (principal and interest) at any time.
 The entire deposit (principal and interest) is exempt from tax.

Wholesale banking:-
a) Corporates

Corporate Banking reflects HDFC Bank's strengths in providing our corporate clients in
India, a wide array of commercial, transactional and electronic banking products. We achieve
this through innovative product development and a well-integrated approach to relationship
management.

b) LARGE CORPORATES

HDFC offer blue chip companies in the India, a full range of client-focused corporate
banking services, including working capital finance, trade and transactional services, foreign
exchange and cash management, to name a few. The product offerings are suitably structured
taking into account a client's risk profile and specific needs. Based on our superior product
delivery, industry benchmark service levels and strong customer orientation, we have made
significant inroads into the formal banking consortia of a number of Indian companies
including multinationals, domestic business houses and prime public sector companies.

c) Internet banking

Internet banking is a revolutionary service under the banking sector and HDFC Bank is a
forerunner in providing you with this service. HDFC provide state-of-the-art payment
gateway services to industries and companies in order to ease transaction processing. This in
turn enhances the credibility of your business and makes banking extremely cost-efficient.
 Chapter 2: Literature Review
The fundamental aim of studying the customer perception towards the products & services
offered by HDFC bank is like, to know what a customer feels about the products & services
offered by the bank ?

The main motive behind this is to measure the satisfaction level of the customers i.e. how
much a customer is satisfied?

Previous studies have identified the benefits that customer retention delivers to an
organisation (see Colgate et al., 1996; Reichheld and Sasser, 1990; Storbacka et al.,
1994).For example, the longer a customer stays with a bank the more utility the
customergenerates (Reichheld and Sasser, 1990). This is an outcome of a number of factors
relating to the time the customer spends with the organisation. These include the higher
initial costs of introducing and attracting a new customer, increases in both the value and
number of purchases, the customer's better understanding of the organisation, and positive
word-of mouth promotion.

Apart from the benefits that the longevity of customers brings, research findings also suggest
that the costs of customer retention activities are less than the costs of acquiring new
customers. For example, Rust and Zahorik (1993) argue the financial implications of
attracting new customers may be five times as costly as keeping existing customers.

However, maintaining high levels of satisfaction will not, by itself, ensure customer loyalty.
Banks lose satisfied customers who have moved, retired, or no longer need certain services.
As a consequence, retaining customers becomes a priority. Previous research shows,
however, that longevity does not automatically leads to profitability (Colgate, Stewart, and
Kinsella, 1996)

On the other hand, Beckett et al. (2000) draw tentative conclusions as to why consumers
appear to remain loyal to the same financial provider, even though in many instances they
hold less favourable views toward these service providers. For example, many consumers 2
appear to perceive little differentiation between financial providers, making any change
essentially worthless. Secondly, consumers appear to be motivated by convenience or inertia.
Finally, consumers associate changing banks with high switching costs in terms of the
potential sacrifice and effort involved. Clearly, there are compelling arguments for bank
management to carefully consider the factors that might increase customer retention rates,
with research providing ample justification for customer retention efforts by banks (see
Marple and Zimmerman, 1999; Fisher, 2001). However, there has been little empirical
research that investigates the constructs leading to customer retention. Previous empirical
work has focused on identifying constructs that are precursors to customer retention. Others
studies have focused on developing measures of customer satisfaction, customer value and
customer loyalty without specifically looking into other potential meaningful constructs.
Examples of such constructs are competitive advantage, customer satisfaction, switching
barriers, corporate image, and bank services characteristics. These form the basis for the
present investigation. There have been few, if any, attempts to link them to customer
retention. This is curious, for if retention criteria are not well managed, customers might still
leave their banks, no matter how hard bankers try to retain them.
Chapter 3: Research Methodology
3.1 Objectives
 To study the perception of customer about HDFC bank products & services
 To study the various attributes of HDFC bank products & services.
 To study the various differentiating products offered by HDFC bank

3.2 Research design

The type of research used is descriptive research.

Sampling method – Convenient sampling

Sample size –

For the study, a sample size of 50 customers was taken.

Tools used for data collection

 Primary data collected through questionnaires.

 Secondary data collected through magazines, journals, websites.
Chapter 4: Data analysis & Interpretation

Q1. How long have you been using a product of HDFC bank ?
RESPONSE NO. OF RESPONDENTS PERCENTAGE
Less than 5 yrs 33 66
5-10 yrs 12 24
10-15 yrs 3 6
More than 15 yrs 2 4

Sample size - 50
70

60

50

40

30

20

10

0
Less than 5 yrs 5-10 yrs 10-15 yrs More than 15 yrs

Figure 1
The above chart indicates that 66% of customers have been using HDFC bank
products for less than 5 yrs whereas, 34% of customers have been using HDFC
bank products for more than 5 yrs.

Q2. Which type of service, you prefers mostly ?

RESPONSE NO. OF RESPONDENTS PERCENTAGE
ATM 27 54
NET banking 13 26
Mobile banking 6 12
Others 4 8

services prefer most by customers

ATM NET Banking Mobile banking Others

8%

12%

54%

26%

Figure 2

The above pie chart shows that 54% of customers are preferably using ATM
whereas, 26% are using internet banking.
Q3. How would you know about these services ?
RESPONSE NO. OF RESPONDENTS PERCENTAGE
Advertisement 21 42
Friends & Relatives 15 30
Bank agents 10 20
Others 4 8

Awareness
Advertisements Friends & relatives
Bank agents Others

8%

20%
42%

30%

Figure 3

The above pie chart shows that 42% of customers are getting information
through advertisement whereas 30% of customers are getting information
through friends & relatives.
Q4. Are you satisfied with the products & services offered by HDFC bank ?
RESPONSE NO. OF RESPONDENTS PERCENTAGE
Highly satisfied 8 16
Satisfied 29 58
Average 10 20
Unsatisfied 3 6

% of customers
Highly satisfied Satisfied Average Unsatisfied

6%
16%

20%

58%

Figure 4

The above pie chart shows that 74% of customers are satisfied with the products
& services offered by HDFC bank.
Q5. What is the parameter on which you choose a product ?
RESPONSE NO. OF RESPONDENTS PERCENTAGE
Service offered 15 30
Features of product 22 44
Rate of interest 8 16
Others 5 10

Parameters for choosing a product

Others
10%

Rate of interest
16% Services offered
30%

Features of product
44%

Figure 5

The above pie chart shows that 44% of customers are choosing a product on the
basis of the features of product whereas, 30% of customers are choosing a
product on the basis of the services offered.
Q6. Which bank do you prefer other than HDFC bank ?
RESPONSE NO. OF RESPONDENTS PERCENTAGE
SBI 31 62
ICICI 13 26
PNB 2 4
Others 4 8

70

60

50

40

30

20

10

0
SBI ICICI PNB Others

Figure 6

The above graph shows that 62% customers are giving preference to SBI
whereas, 26% of customers are giving preference to ICICI , other than HDFC
Chapter 5: Findings of the study

 The findings of the study reveals that HDFC bank has a variety of products & services
which would fulfill the need of a customer.
 Customers are willing to open the account in HDFC, from the study it is clearly
evident that most of the customers have opened new account i.e less than 5 years.
 Majority of Customers are using ATM services whereasas Internet banking and
mobile banking are also used by the customers.
 The findings reveals that advertisement plays a major role in customer awareness
whereas friends & relatives are also plays a very important role in customer
awareness
 The most important parameter for selecting a product is the features of product, 44%
of customers have voted for this, whereas the services offered with the product are
also very important.
 The study reveals that majority of customers are satisfied by the products & services
offered by HDFC bank.
 The study reveals that 62% of customers are preferring SBI other than HDFC.
Chapter 6: Conclusion & recommendation
6.1 Suggestions & Recommendation
 To open more number of ATM’s
 Ensure the best after sale services immediately after getting complain.
 Increasing awareness level by increasing number of hoarding in prime areas such as
Bank Square sector , railway station, bus stand and industrial area.
 Measures to build faith among people about products & services offered by HDFC
bank must be taken on accounts of its reliability, credibility, responsibility, sincerity
and the long lasting establishment.

6.2 Conclusion
The HDFC Bank believes in adopting and adhering to the best corporate governance
practices and continuously benchmarking itself against each such practices in the industry.
The Bank understands and respects the needs and requirement of its customers and
responsibility to shareholders and strives hard to meet their expectations. Transparent
disclosures and customer empowerment are necessary for creating Market value. The cardinal
principles such as independence, Accountability, responsibility, transparency ,fair and timely
disclosures, credibility serve as the means for implementing the philosophy of corporate
governance in letter and in spirit. The banks has a variety of products which are required by
their customers.
Bibliography
Books

Marketing Management by Philip Kotler &Keller

Marketing Research by Naresh Malhotra

Websites

www. hdfcbank.com

www. Wikipedia.com

www. hdfc.com

www. moneycontrol.com
ANNEXURE

QUESTIONNAIRE

Q1. How long have you been using a product of HDFC bank ?

 Less than 5 yrs

 5-10 yrs
 10-15 yrs
 More than 15 yrs

Q2. Which type of service, you prefers mostly ?

 ATM
 NET banking
 Mobile banking
 Others

Q3. How would you know about these services ?

 Advertisement
 Friends & relatives
 Bank agents
 Others
Q4. What is the parameter on which, you choose a product ?

 Service offered
 Features of product
 Rate of interest
 Others

Q5. Are you satisfied with the product & services offered by HDFC ?

 Highly satisfied
 Satisfied
 Average
 unsatisfied

Q6. Which bank do you prefer other than HDFC bank ?

 SBI
 ICICI
 PNB
 Others

Name: ----------------------------------------------------------

Age -------------------------------------------------------------

Sex--------------------------------------------------------------

Phone no.-----------------------------------------------------------

HDFC bank account number-----------------------------------------------