A

PROJECT REPORT
ON

“CUSTOMER RELATIONSHIP MANAGEMENT WITH

RESPECT TO HDFC BANK”

Submitted to

G.S COLLEGE OF COMMERCE AND ECONOMICS

(AUTONOMOUS), NAGPUR,

Affiliated to

RASHTRASANT TUKDOJI MAHARAJ UNIVERSITY, NAGPUR

In partial fulfillment for the award of the degree of

Bachelor of Business Administration

Submitted by

BADAL BOMBATE

Under the Guidance of

DR. AFSAR SHEIKH

G.S College of Commerce and Economics (Autonomous),

Nagpur
Academic year 2023-24
G.S College of Commerce and Economics (Autonomous),
Nagpur
Academic year 2023-24

CERTIFICATE

This is to certify that “BADAL BOMBATE’’ has submitted the project report titled
“CUSTOMER RELATIONSHIP MANAGEMENT WITH RESPECT TO HDFC
BANK’’, towards partial fulfillment of BACHELOR OF BUSINESS
ADMINISTRATION degree examination. This has not been submitted for any other
examination and does not form part of any other course undergone by the candidate.

It is further certified that he has ingeniously completed his project as prescribed by

RashtraSant Tukadoji Maharaj Nagpur University, Nagpur.

DR. AFSAR SHEIKH DR. AFSAR SHEIKH

(Project Guide) (Co-ordinator)

Place: Nagpur

Date:
G.S College of Commerce and Economics (Autonomous),
Nagpur
Academic year 2023-24

DECLARATION

I here-by declare that the project with title “CUSTOMER RELATIONSHIP

MANAGEMENT WITH RESPECT TO HDFC BANK’’ has been completed by me in
partial fulfillment of BACHELOR OF BUSINES ADMINISTRATION degree
examination as prescribed by Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur and
this has not been submitted for any other examination and does not form the part of any other
course undertaken by me.

Place: Nagpur BADAL BOMBATE

Date:
G.S College of Commerce and Economics (Autonomous),
Nagpur
Academic year 2023-24

ACKNOWLEDGEMENT

With immense pride and sense of gratitude, I take this golden opportunity to express my
sincere regards to DR. PRAVEEN MUSTOOR, Principal, G.S. College of Commerce &
Economics, Nagpur.

I am extremely thankful to my Project Guide DR. AFSAR SHEIKH for her guideline
throughout the project. I tender my sincere regards to Co-ordinator, DR. AFSAR
SHEIKH for giving me outstanding guidance, enthusiastic suggestions and invaluable
encouragement which helped me in the completion of the project.

I will fail in my duty if I do not thank the Non-Teaching staff of the college for their Co-
operation.

I would like to thank all those who helped me in making this project complete and
successful.

Place: Nagpur BADAL BOMBATE

Date:
 CONTENTS

SR.NO TOPIC PAGE

NO.

1. Introduction 1-5

2. Company Profile 6-9

3. Literature Review 10-12

4. Research Methodology 13-18

• Problem Definition 14

• Needs Of Study 14

• Objectives Of Study 14

• Limitations Of Study 15

• Hypothesis 16

5. Data Analysis And Interpretation 19-33

6. Findings 34-36

7. Conclusion 37-38

8. Recommendations And Suggestions 39-41

9. Bibliography 42-43

Annexure 44-47
 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 1
INTRODUCTION

1 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

INTRODUCTION

WHAT IS CRM (CUSTOMER RELATIONSHIP MANAGEMENT)?

CRM (customer relationship management) is the combination of practices, strategies and
technologies that companies use to manage and analyze customer interactions and data
throughout the customer lifecycle. The goal is to improve customer service relationships
and assist with customer retention and drive sales growth.

CRM systems compile customer data across different channels and points of contact
between the customer and the company. These can include the company's website,
telephone, live chat, direct mail, marketing materials and social networks. CRM systems
can also give customer-facing staff detailed data on customers' personal information,
purchase history, buying preferences and concerns.

WHY CRM BENEFITS BUSINESSES

The benefits of CRM systems apply to all types of organizations, ranging from small
businesses to large corporations. They include the following:
• Enhanced customer service:-
Having customer information, such as past purchases and interaction history, easily
accessible helps customer support representatives provide better and faster customer
service.

2 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

• Trend spotting:-
Collection of and access to customer data let businesses identify trends and insights about
their customers through reporting and visualization features.

• Automation:-
CRM systems can automate menial, but necessary, sales pipeline and customer support
tasks.

COMPONENTS OF CRM
At the most basic level, CRM software consolidates customer information and documents
it into a single CRM database. This lets business users more easily access and manage
that information.

Over time, additional functions have been added to CRM systems to make them more
useful. Some of these functions include recording various customer interactions over
email, phone, social media and other channels. Automation capabilities have been added
to many CRM systems, automating various workflow automation processes, such as
tasks, calendars and alerts. Other CRM features enable managers to track performance
and productivity based on information logged within the system.
Common components and capabilities of CRM systems include the following:
• Marketing automation:-
CRM tools with marketing automation capabilities automate repetitive tasks to enhance
marketing efforts at different touch points in the lifecycle for lead generation. For
example, as sales prospects come into the system, it might automatically send email
marketing content with the goal of turning a sales lead into a full-fledged customer.

• Sales force automation:-

These tools track customer interactions and automate certain business functions of the
sales cycle. Sales force automation tools target sales functions where it's necessary to
follow leads, obtain new customers and build customer loyalty.

• Contact center automation:-

Designed to reduce tedious aspects of a contact center agent's job, contact
center automation includes prerecorded audio that assists in customer problem-solving
and information dissemination.

3 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

• Workflow automation:-
CRM systems help companies optimize business processes by streamlining mundane
workloads, enabling employees to focus on high-level and creative tasks that help them
close deals.

• Lead management:-
Sales leads can be tracked through a CRM platform, enabling sales teams to input, track
and analyze data for leads in one place.

• Human resources (HR) management:-

CRM systems help track employee information, such as contact information,
performance reviews and benefits within a company. This enables the HR department to
more effectively manage the internal workforce.

• Artificial intelligence (AI):-

AI technologies, such as Salesforce Einstein, have been built into CRM platforms to
automate repetitive tasks, identify customer-buying patterns and predict future customer
behaviors.

CRM EXAMPLES
Examples of CRM use vary by the type and purpose of the specific CRM system.
Common ones include the following.
1. Contact center:-
Traditionally, data intake practices for CRM systems have been the responsibility of
salespeople and marketing departments, as well as contact center agents. Sales and
marketing teams procure leads and update the system with information throughout the
customer lifecycle. Contact centers gather data and revise customer history records
through service calls and technical support interactions.

2. Social CRM:-
Social media in CRM involves businesses engaging with customers directly through
social media platforms, such as Facebook, Twitter and LinkedIn. Social media presents
an open forum for customers to share experiences with a brand, whether they're airing
grievances or promoting products.

4 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

3. Mobile CRM:-
CRM applications built for smartphones and tablets have become a must-have for sales
representatives and marketing professionals who want to access customer information
and perform tasks when they aren't physically in their offices. Mobile CRM apps take
advantage of features that are unique to mobile devices, such as GPS and voice
recognition capabilities, to give sales and marketing employees access to customer
information from anywhere.

4. Business-to-business practices:-
A CRM system in a business-to-business (B2B) environment helps monitor sales as they
move through the sales funnel, enabling a business to address any issues that might come
up during the process. CRM strategies in the B2B market give sales reps more visibility
into leads, increasing efficiency throughout the sales process.

5 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 2
COMPANY PROFILE

6 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

COMPANY PROFILE
HDFC BANK

The Housing Development Finance Corporation Limited or HDFC Ltd was among the
first financial institutions in India to receive an “in principle” approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s
policy for liberalisation of the Indian banking industry in 1994.

HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with
its registered office in Mumbai, India. The bank commenced operations as a Scheduled
Commercial Bank in January 1995.

On April 4, 2022 the merger of India’s largest Housing Finance Company, HDFC
Limited and the largest private sector bank in India, HDFC Bank was announced. HDFC
Ltd, over the last 45 years has developed one of the best product offerings making it a
leader in the housing finance business. HDFC Bank enables seamless delivery of home
loans as a part of its wide product suite catering to urban, semi urban and rural India.

As of February 29, 2024, the Bank’s distribution network was at 8,192 branches and
20,760 ATMs / Cash Recycler Machine ( Cash deposit & withdrawal ) across 3,836 cities
/ towns. HDFC Ltd.’s distribution network comprising 737 outlets, which include 214
offices of HDFC Sales Private Limited stands amalgamated into the Bank’s network. The
Bank’s international presence includes branches in 4 countries and 3 representative
offices in Dubai, London and Singapore offering Home Loan products to Non-Resident
Indians and Persons of Indian Origin.

7 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

HDFC BANK
Company type Public

• NSE: HDFCBANK
Traded as
• BSE: 500180
• NYSE: HDB (ADS)
• BSE SENSEX Constituent
• NSE NIFTY 50 Constituent
ISIN INE040A01034

Industry Financial services

Founded August 1994 (29 years ago)

Area served India

Key people • Atanu Chakraborty

(Chairman)
• Sashidhar Jagdishan
(CEO)
Products • Consumer banking
• Commercial banking
• Insurance
• Credit cards
• Investment banking
• Mortgage loans
• Private banking
• Private equity
• Investment management
• Asset management
• Mutual funds
• Exchange-traded funds
• Index funds
• Wealth management
• Stockbroking
• Risk management
Revenue Rs.2.05 lakh crore (US$26 billion) (2023)

Operating income Rs.615 billion (US$7.7 billion) (2023)

Net income Rs.459.97 billion (US$5.8 billion) (2023)

Total assets Rs.5.3 lakh crore (US$320 billion) (2023)

Total equity Rs.2.85 lakh crore (US$36 billion) (2023)

Number of employees 177,000 (1 July 2023)

Website www.hdfcbank.com

8 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

HDFC BANK OFFERS A WIDE RANGE OF SERVICES

1. Cash management
2. Corporate finance advisory
3. Customized banking solutions
4. Project and structured finance
5. Trade financing
6. Foreign exchange
7. Internet banking
8. Payment and settlement services

9 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 3
LITERATURE REVIEW

10 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

1. Baldinger and Rubinson (1996) in their article, perceived that customer loyalty was
concerned with the likelihood of a customer returning, making business referrals,
providing strong word-of-mouth references and publicity. Loyal customers were less
likely to switch to a competitor due to price inducement, and these customers made more
purchases compared to less loyal customers. However, customers who were retained may
not always be satisfied and satisfied customers may not always be retained. Customers
may be loyal due to high switching barriers or the lack of real alternatives; customers
may also be loyal because they were satisfied, thus wishing to continue with the
relationship.

2. Zeithaml and Bitner (1996) in their article, suggested that a customer relationship with a
company was strengthened when that customer made a favorable assessment about the
company's service quality and weakened when a customer made negative assessment
about the company's service quality.

3. Heskett, Sasser & Schlesinger (1997) in their article, suggested that customers loyalty
had a powerful impact on the performance of service firms and serves as an important
source of competitive advantage.

4. Kandampully, (1998) in his article, focused that the customers at the time of service
delivery interact closely with the service providers and got an inside knowledge of the
service organization. This knowledge gave them an opportunity to critically assess the
services provided and the service provider. Thus service quality plays an important role in
adding value to the overall service experience. Also customers seek organizations that
were service loyal te. aim to provide consistent and superior quality of service for present
and long term and organizations aiming for this are bound to get customers' loyalty.

5. Hasan (2002)" found that online home banking had came out as a significant strategy for
banks to attract and retain customers. About 75 percent of the Italian banks had adopted
some form of internet banking during the period 1993-2000. The study also found that
the higher likelihood of adopting active internet banking activities was by larger banks,
banks with higher involvement in off-balance sheet activities, past performance and
higher branch network.

11 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

6. Jaskaran Singh Dhillon, Dr. Batra, G.S. and Dr. Atul Dhyani, (2003)" in then article,
stated that good relationship marketing strategies like better segmentation, enquiry
management, welcoming the customer, getting to know the customers, customer
development, managing problems and winning back the customers had contributed to the
growth and market share of private sector banks in India.

7. Gouri Shankar, A. (2004)", in his article, suggested that excelling and managing
customer relationship was the future of any business. Customer focusing was not to be
viewed as just a business strategy but should become a corporate mission. The
challenging areas for banks would be in the area of people, technology and competition.

12 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 4
RESEARCH METHODOLOGY

13 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

PROBLEM DEFINATION
In the context of HDFC Bank, the implementation and effectiveness of Customer
Relationship Management (CRM) practices present several challenges. One key problem
revolves around the integration of diverse customer data sources, as HDFC deals with a
vast and varied customer base. Additionally, ensuring a seamless customer experience
across multiple channels, both digital and traditional, poses a significant challenge.
Moreover, understanding and meeting evolving customer expectations in the dynamic
financial landscape could be a concern. Therefore, the problem to be addressed lies in
optimizing HDFC Bank's CRM strategy to enhance data integration, channel consistency,
and responsiveness to customer expectations for sustained customer satisfaction and
loyalty.

NEED OF STUDY
1. To Study the value of existing customers and reduced cost associated with servicing
them and ways to increasing the overall efficiency of bank performance,
2. To Identifying the most profitable and least profitable customer
3. To Receiving the customer feedback that leads to new and improved product and
services.

OBJECTIVES OF STUDY
1. To Ascertaining the behavior and perception of the existing customers towards
products/ services in banking.
2. To identify and study the various ways of ensuring customer satisfaction adopted by
HDFC bank.
3. To Study the Customer Relationship Management methodologies and its different
aspects in India (Banking Industry to be considered).
4. To Understand the significance of Customer Relationship Management and the
processes involved in doing so.

14 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

LIMITATIONS OF STUDY
1. Data availability:-
Limited access to proprietary customer data from HDFC Bank could hinder the depth of
analysis and insights.

2. Time constraints:-
Conducting comprehensive research within a limited timeframe may restrict the scope
and depth of the study.

3. Sample size:-
Difficulty in obtaining a sufficiently large and representative sample size of HDFC Bank
customers may affect the generalizability of findings.

4. External factors:-
External market conditions, regulatory changes, or economic fluctuations could impact
the validity and applicability of the study's findings.

5. Bias:-
Potential bias from participants or researchers towards positive perceptions of HDFC
Bank's CRM practices may affect the objectivity of the research.

6. Resource limitations:-
Constraints on financial, human, or technological resources may limit the ability to
conduct in-depth analysis or utilize advanced research methodologies.

7. Single-case focus:-
Focusing solely on HDFC Bank may limit the ability to compare and contrast CRM
practices with other banks, reducing the broader applicability of findings.

8. Subjectivity in measurement:-
Subjective interpretation of CRM effectiveness and customer satisfaction metrics may
introduce variability and bias into the research results.

15 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

HYPOTHESIS

Hypothesis 1: Improved implementation of customer relationship management (CRM)

practices within HDFC Bank will lead to increased customer satisfaction
and loyalty.

Hypothesis 2: Efficient utilization of CRM technology by HDFC Bank will result in a

significant enhancement of customer engagement and retention rates.

16 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

Research methodology refers to the systematic process and set of techniques or

procedures used to conduct a study or investigation. It is the blueprint that guides the
entire research process, from the formulation of research questions or hypotheses to
the analysis and interpretation of results. A well-designed research methodology is
essential for ensuring the reliability and validity of the research findings.

Effective Research will involve –

• Collection of data from primary and secondary sources

• Data Presentation
• Review historical performance

DATA SOURCES

Primary Data:-

Primary data is information that is used or obtained for the first time and has never
been used before. There are a variety of primary data sources from which information
can be gathered.

In this research with a SAMPLE SIZE OF 60 customer's data will be available in

form of questionnaire collected in terms of different questions influencing the interest
regarding HDFC bank.

• Questionnaire :-
A questionnaire is a research tool featuring a series of questions used to collect
useful information from respondents. I can use Google forms for questionnaire. It
is just like a survey.

• Observations:-
Observe users interacting with the HDFC users to identify any usability issues or
pain points they may encounter.

17 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

Secondary Data:-

Secondary data is information that is already available in a ready-to-use format

and has been used by people for a variety of purposes. Secondary data can come
from a variety of places, including newspapers, periodicals, journals, books,
reports, records, and other publicly available material.

• Academic Journals:-
Search for academic papers and journals that discuss the CRM with HDFC bank.
Websites like Google Scholar, IEEE Xplore, and JSTOR can be helpful.
• Websites :-
I will collect a data from some websites and already available research project in
internet

18 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 5
DATA ANALYSIS AND
INTERPRETATION

19 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

DATA ANALYSIS AND INTERPRETATION

INTRODUCTION: Above data has been collected from 60
respondents.The questions are asked to mixed group of people
are:

1. AGE OF RESPONDENCE

Sr. No Particulars Responses Percentage (%)

1. 10-20 YEAR 11 18.3%

2. 20-30 YEAR 39 65%

3. 30-40 YEAR 4 6.7%

4. 40 AND ABOVE 6 10%

Total 60 100%

INTERPRETATION:
The survey included 18.3% young respondents aged 10-20, 65% 20-30, 6.7% 30-40, and
10% 40 and above. The majority were in their twenties and early thirties, indicating a
significant demographic for the topic. However, only 6.7% of respondents were in their
thirties, suggesting a possible drop in participation.

20 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

2. GENDER OF RESPONDENCE

Sr. No Particulars Responses Percentage (%)

1. MALE 22 36.7%

2. FEMALE 38 63.3%

Total 60 100%

INTERPRETATION:
• Females made up a larger proportion of the respondents compared to males.
• The female respondents outnumbered the male respondents by approximately
27%.
• The survey or study might have had a higher participation rate among females
compared to males.

21 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

3. OCCUPATION OF RESPONDENCE

Sr. No Particulars Responses Percentage (%)

1. GOVERNMENT EMPLOYEE 3 5%

2. PRIVATE EMPLOYEE 17 28.3%

3. SELF-EMPLOYEE (PROFESSIONAL) 5 8.3%

4. SELF-EMPLOYEE (NON- 3 5%
PROFESSIONAL)

5. UNEMPLOYED 32 53.3%

Total 60 100%

INTERPRETATION:
The survey reveals that 5% of respondents are government employees, 28.3% are private
employees, 8.3% are self-employed in professional capacities, and 5% are non-
professional. The majority, 53.3%, are unemployed, indicating a significant portion of the
population is not currently employed.

22 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

4. BANK SERVICE IS MORE USEFUL

Sr. No Particulars Responses Percentage (%)

1. CURRENT A/C & SAVING A/C 38 63.3%

2. LOANS 4 6.7%

3. FIXED DEPOSIT 8 13.3%

4. OTHERS 10 16.7%

Total 60 100%

INTERPRETATION:
The most useful banking services were identified by 63.3% of respondents in a survey.
Current Accounts and Savings Accounts were the most popular, used for everyday
banking activities. Only 6.7% of respondents considered loans as the most valuable
service. Fixed Deposits were favored by 13.3% of respondents, indicating their security
and interest-generating potential. Other banking services, such as credit cards and
insurance, were categorized as less useful.

23 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

5. ONLINE AND OFFLINE SERVICES IN BANK

Sr. No Particulars Responses Percentage (%)

1. ONLINE 48 80%

2. OFFLINE 12 20%

Total 60 100

INTERPRETATION:
The bank's services, 80% online, are a significant shift towards digital banking, reflecting
the growing reliance on technology and remote banking. However, 20% of its offerings
are provided offline, involving in-person interactions at physical branches. This
highlights the importance of maintaining a physical presence for certain banking
activities and catering to customers who prefer traditional methods.

24 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

6. FACTORS INFLUENCING BANK PREFERENCE

Sr. No Particulars Responses Percentage (%)

1. CUSTOMER SERVICES 23 38.3%

2. SERVICE CHARGE 8 13.3%

3. INTEREST RATE 5 8.3%

4. BANK NAME 6 10%

5. OTHER 18 30%

Total 60 100%

INTERPRETATION:
Customer services are the most important factor influencing bank preference, with 38.3%
of respondents indicating its importance. Service charges are also significant, with 13.3%
considering them. Interest rates are less significant, with 8.3% considering them. Bank
name is a significant factor, with 10% valuing its reputation. Other factors include
convenience, online services, ATM network, financial stability, and recommendations
from friends or family. Overall, customer service, service charges, bank name, and other
factors influence bank preference.

25 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

7. COMPLAINT WITH BANK

Sr. No Particulars Responses Percentage (%)

1. YES 21 35%

2. NO 39 65%

Total 60 100%

INTERPRETATION:
• The majority of respondents (65%) have not lodged a complaint with the bank,
while the remaining 35% have.
• This suggests that either the level of dissatisfaction among customers might not be
very high, or it could indicate that customers are less inclined to report complaints
formally.
• Further investigation or analysis may be needed to understand the reasons behind
the complaints or lack thereof and to address any underlying issues

26 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

8. BANK CAN PREFER IF HDFC NOT EXIST

Sr. No Particulars Responses Percentage (%)

1. BOI 16 26.7%

2. ICIC 5 8.3%

3. SBI 24 40%

4. OTHER 15 25%

Total 60 100%

INTERPRETATION:
The Bank of India (BOI) is the preferred choice among respondents, accounting for
26.7% of the total. ICICI Bank is the least preferred, accounting for 8.3%. State Bank of
India is the most popular, accounting for 40% of the total. The "Other" category, which
includes responses from other banks, represents 25% of the total.

27 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

9. FREQUENTLY GO TO BANK OR VISIT BANK

WEBSITE

Sr. No Particulars Responses Percentage (%)

1. REGULARLY 7 11.7%

2. WEEKLY 9 15%

3. MONTHLY 17 28.3%

4. HARDLY SOMETIMES 22 36.7%

5. NEVER 5 8.3%

Total 60 100%

INTERPRETATION:
The majority of respondents visit a bank or its website regularly (11.7%), weekly (15%),
and monthly (28.3%), indicating high engagement with banking activities. The majority
(36.7%) visit infrequently or only when necessary, possibly due to specific reasons or
preferring online banking. A small percentage (8.3%) never visit the bank or its website,
possibly due to online services, alternative financial institutions, or limited banking
needs.

28 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

10. SATISFIED WITH BANKS ONLINE SERVICES

Sr. No Particulars Responses Percentage (%)

1. VERY SATISFIED 15 25%

2. SATISFIED 33 55%

3. SOMEWHAT SATISFIED 9 15%

4. SOMEWHAT UNSATISFIED 1 1.7%

5. UNSATISFIED 2 3.3%

Total 60 100%

INTERPRETATION:
The survey shows that 25% of respondents are very satisfied with the bank's online
services, while 55% are satisfied. 15% are somewhat satisfied, and 1.7% are somewhat
unsatisfied. However, only 3.3% are unsatisfied, indicating room for improvement. The
majority of respondents are generally positive about the bank's online services.

29 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

11. RECOMMENDED HDFC BANK TO OTHERS

Sr. No Particulars Responses Percentage (%)

1. VERY LIKELY 15 25%

2. LIKELY 29 48.3%

3. SOMEWHAT LIKELY 11 18.3%

4. NOT LIKELY 4 6.7%

5. NEVER 1 1.7%

Total 60 100%

INTERPRETATION:
The survey shows that 25% of respondents are very likely to recommend HDFC Bank,
48.3% are likely, 18.3% are somewhat likely, 6.7% are not likely, and only 1.7% would
never recommend the bank. These figures indicate a strong level of satisfaction and
positive perception among the respondents. The remaining respondents have reservations
about recommending the bank.

30 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

12. SATISFIED WITH SERVICES PROVIDED BY HDFC

Sr. No Particulars Responses Percentage (%)

1. VERY SATISFIED 25 41.7%

2. SOMEWHAT SATISFIED 31 51.7%

3. SOMEWHAT UNSATISFIED 2 3.3%

4. UNSATISFIED 2 3.3%

Total 60 100%

INTERPRETATION:
The survey revealed that 41.7% of respondents were very satisfied with HDFC's services,
while 51.7% were somewhat satisfied, with minor issues for improvement. Only 3.3%
were somewhat unsatisfied, indicating a small number of customers with concerns or
dissatisfaction. The remaining 3.3% were highly dissatisfied.

31 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

13. RATE HDFC BANK IN TERMS OF ITS SERVICES

Sr. No Particulars Responses Percentage (%)

1. BEST 18 30%

2. GOOD 29 48.3%

3. AVERAGE 11 18.3%

4. BAD 2 3.3%

5. VERY BAD nil Nil%

Total 60 100%

INTERPRETATION:
The survey revealed that 30% of respondents rated HDFC Bank's services as the best,
48.3% as good, 18.3% as average, and only 3.3% as bad, indicating dissatisfaction. The
majority found the services satisfactory, with room for improvement. The survey also
found no respondents rating the services as very bad.

32 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

HYPOTHESIS TESTING
HYPOTHESIS
Hypothesis 1: Improved implementation of customer relationship management (CRM)
practices within HDFC Bank will lead to increased customer satisfaction
and loyalty.

Hypothesis 2: Efficient utilization of CRM technology by HDFC Bank will result in a

significant enhancement of customer engagement and retention rates.

From the above research study conducted during my research work it is found that among
the above mentioned hypothesis, Hypothesis H1 i.e. “Improved implementation of
customer relationship management (CRM) practices within HDFC Bank will lead to
increased customer satisfaction and loyalty.” is found to be true hence accepted where as
another Hypothesis H2 i.e. “Efficient utilization of CRM technology by HDFC Bank
will result in a significant enhancement of customer engagement and retention rates.” is
rejected.

33 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 6
FINDINGS

34 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

FINDINGS
1. The majority of respondents were in their twenties and early thirties, indicating a
significant demographic for the topic. There was a notable drop in participation
among respondents in their thirties.

2. Female respondents outnumbered male respondents by approximately 27%,

suggesting a higher participation rate among females.

3. A significant portion (53.3%) of respondents were unemployed, indicating a

notable percentage of the population not currently employed.

4. Current Accounts and Savings Accounts were identified as the most useful
banking services, preferred by 63.3% of respondents. Fixed Deposits were
favored by 13.3% of respondents, indicating a preference for secure and interest-
generating options.

5. 80% of the bank's services were provided online, reflecting a growing reliance on
technology and remote banking.

6. Customer service was identified as the most important factor influencing bank
preference, followed by service charges and bank reputation.

7. The majority of respondents (65%) have not lodged a complaint with the bank,
suggesting either low dissatisfaction levels or reluctance to report complaints
formally. Overall, satisfaction levels with the bank's online services were
generally positive, with room for improvement identified.

8. The State Bank of India emerged as the most preferred choice among respondents,
followed by the Bank of India. ICICI Bank was the least preferred choice.

9. A significant portion of respondents engaged with banking activities regularly,

weekly, or monthly, indicating high engagement with banking services.

35 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

10. A strong level of satisfaction and positive perception was observed among
respondents, particularly towards HDFC Bank, with a majority likely to
recommend it.

11. A significant portion of respondents were either very satisfied or somewhat

satisfied with HDFC Bank's services, with only a small percentage expressing
dissatisfaction.

12. The majority rated HDFC Bank's services as good or average, with only a small
percentage rating them as bad, indicating overall satisfaction with room for
improvement.

36 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 7
CONCLUSION

37 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CONCLUSION
Based on the comprehensive analysis of the survey findings, several key insights emerge
regarding the banking preferences and behaviors of the respondents. Firstly, it's evident
that the majority of participants, particularly those in their twenties and early thirties,
represent a significant demographic for banking institutions to target. However, there's a
notable drop in participation among respondents in their thirties, which suggests a
potential area for increased engagement efforts. Furthermore, the higher participation rate
among female respondents indicates a need for tailored services to cater to this
demographic. The prevalence of unemployment among 53.3% of respondents
underscores the importance of providing accessible and inclusive banking solutions.

In terms of preferred banking services, Current Accounts and Savings Accounts are
favored by a majority of respondents, reflecting a preference for secure and easily
accessible options. The growing reliance on technology is evident, with 80% of banking
services provided online, emphasizing the need for continued investment in digital
infrastructure and user-friendly interfaces. Customer service emerged as the most critical
factor influencing bank preference, highlighting the significance of providing exceptional
customer support and transparent communication.

Despite the generally positive satisfaction levels with online services, the majority of
respondents have not lodged complaints with their banks, suggesting either low
dissatisfaction levels or a reluctance to report issues formally. The State Bank of India
emerged as the most preferred choice among respondents, indicating its strong reputation
and trustworthiness in the market. However, there's room for improvement identified in
terms of service quality and customer experience.

Notably, HDFC Bank stands out for its high levels of satisfaction and positive perception
among respondents, with a majority likely to recommend it. The majority rating its
services as good or average signifies overall satisfaction, although there's still room for
improvement to address any areas of dissatisfaction. In conclusion, banks should
prioritize enhancing customer service, investing in digital channels, and addressing the
needs and preferences of diverse demographic groups to maintain competitiveness and
foster long-term customer loyalty.

38 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 8
RECOMMENDATION AND
SUGGESTION

39 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

RECOMMENDATION AND SUGGESTION

1. Given the significant representation of respondents in their twenties and early thirties,
banks should focus their marketing efforts on this demographic segment. Understanding
their specific needs and preferences can help tailor banking services and promotional
campaigns to better appeal to this group.

2. With female respondents outnumbering male respondents, banks should consider offering
services and features that cater to the needs and preferences of women. This could include
personalized financial planning services, educational resources on financial literacy
targeted towards women, and initiatives to address gender-specific financial challenges.

3. The high percentage of unemployed respondents highlights a potential area of concern.

Banks could explore ways to provide support and assistance to this demographic, such as
offering financial education programs, facilitating access to credit for small business
ventures, or providing resources for job seekers to improve their financial management
skills during periods of unemployment.

4. With 80% of the bank's services being provided online, it is clear that there is a growing
reliance on technology and remote banking. Banks should continue to invest in and
enhance their online banking platforms to meet the evolving needs and expectations of
customers. This could involve improving user experience, expanding digital banking
features, and ensuring robust cyber security measures to protect customer data and
transactions.

5. Since customer service was identified as the most important factor influencing bank
preference, banks should prioritize efforts to enhance customer service quality. This could
involve investing in training programs for customer service representatives, streamlining
complaint resolution processes, and actively seeking feedback from customers to identify
areas for improvement. Additionally, managing service charges transparently and
maintaining a positive bank reputation are crucial for retaining customers and attracting
new ones.

40 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

6. Recognizing the preference for certain banks, such as the State Bank of India and HDFC
Bank, banks should analyze the factors contributing to their popularity and seek to
emulate successful strategies. Additionally, addressing dissatisfaction among respondents
who have not lodged complaints with the bank is essential. Proactively reaching out to
customers to address their concerns, soliciting feedback, and implementing improvements
can help enhance overall satisfaction levels and loyalty.

7. Since a significant portion of respondents engage with banking activities regularly, banks
should capitalize on this by offering personalized services, rewards programs, and
incentives to encourage continued engagement. This could foster stronger customer
relationships and increase loyalty over time.

8. Finally, banks should adopt a culture of continuous improvement and innovation to stay
competitive in the rapidly evolving banking landscape. Regularly evaluating customer
feedback, monitoring industry trends, and investing in technology-driven solutions can
help banks remain agile and responsive to changing customer needs and preferences.

41 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

CHAPTER 8
BIBILOGRAPHY

42 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

BIBILOGRAPHY

WEBSITE:-
❖ https://www.techtarget.com/searchcustomerexperience/definition/CRM-customer-
relationship-management
❖ https://www.salesforce.com/in/crm/what-is-crm/
❖ https://www.hdfcbank.com/personal/about-us/overview/who-we-are
❖ https://en.wikipedia.org/wiki/HDFC_Bank
❖ https://www.hdfcbank.com/personal/save/high-networth-banking/premier-
banking/relationship-manager-connect
❖ https://en.wikipedia.org/wiki/Customer_relationship_management

BOOKS:-
❖ Varshney P.N; Banking Law and Practice": Sultan Chand and Sons;2005

43 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

ANNEXTURE

44 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

ANNEXTURE

1. Name

2. Age
i. 10-20 year
ii. 20-30 year
iii. 30-40 year
iv. 40 and above

3. Gender
i. male
ii. female

4. Occupation
i. Government employee
ii. Private employee
iii. Self-employee(professional)
iv. Self-employee(non-professional)
v. Unemployed

5. Which bank service did you find more useful ?

i. current a/c and saving a/c
ii. loans
iii. FD
iv. other

6. Do you prefer online or offline services of your bank ?

i. Online
ii. Offline

45 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

7. Which factors influence your bank preference ?

i. Customer services
ii. Service Charges
iii. Interest rate
iv. Bank name
v. Other

8. Have you ever had any complaint with your bank?

i. Yes
ii. No

9. Which bank would you prefer if not HDFC?

i. BOI
ii. ICICI
iii. SBI
iv. other

10. How frequently do you go to your bank or visit your banks website?
i. Regularly
ii. Weekly
iii. Monthly
iv. hardly sometimes
v. Never

11. Are you satisfied with your banks online services?

i. Very satisfied
ii. Satisfied
iii. Somewhat satisfied
iv. somewhat unsatisfied
v. Unsatisfied

46 BADAL BOMBATE (BBA 3RD YEAR)

 G.S College of Commerce and Economics, Nagpur 2023-24

12. On a scale of 1 to 5 how likely are you to recommended HDFC Bank to others?
i. Very likley
ii. likely
iii. Somewhat likely
iv. Not likley
v. Never

13. Do you think you are satisfied with the services provided by HDFC?
i. Very satisfied
ii. Somewhat Satisfied
iii. Somewhat unsatisfied
iv. Unsatisfied

14. How would you rate HDFC bank in terms of its services?
i. Best
ii. Good
iii. Average
iv. Bad
v. Very bad

47 BADAL BOMBATE (BBA 3RD YEAR)