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    HDFC Bank PPT 2010 2

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    Shubham Agarwal
    The document is a study on customer satisfaction in HDFC Bank. It was conducted by Dr. Naveen Kumar and Dr. V.K. Gangal on 100 customers of HDFC Bank in Moradabad, Uttar Pradesh. The study aims to analyze the relationship between customer satisfaction and company profitability at HDFC Bank by examining customer retention strategies and customer perceptions of service quality. Key findings indicate that customers are generally satisfied with HDFC Bank staff and facilities. Customers also reported being likely to remain with and recommend the bank.

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    HDFC Bank PPT 2010 2

    Uploaded by

    Shubham Agarwal
    447 views12 pages
    The document is a study on customer satisfaction in HDFC Bank. It was conducted by Dr. Naveen Kumar and Dr. V.K. Gangal on 100 customers of HDFC Bank in Moradabad, Uttar Pradesh. The study aims to analyze the relationship between customer satisfaction and company profitability at HDFC Bank by examining customer retention strategies and customer perceptions of service quality. Key findings indicate that customers are generally satisfied with HDFC Bank staff and facilities. Customers also reported being likely to remain with and recommend the bank.

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    HDFC Bank Ppt 2010 2

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    The document is a study on customer satisfaction in HDFC Bank. It was conducted by Dr. Naveen Kumar and Dr. V.K. Gangal on 100 customers of HDFC Bank in Moradabad, Uttar Pradesh. The study aims to analyze the relationship between customer satisfaction and company profitability at HDFC Bank by examining customer retention strategies and customer perceptions of service quality. Key findings indicate that customers are generally satisfied with HDFC Bank staff and facilities. Customers also reported being likely to remain with and recommend the bank.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    447 views12 pages

    HDFC Bank PPT 2010 2

    Uploaded by

    Shubham Agarwal
    The document is a study on customer satisfaction in HDFC Bank. It was conducted by Dr. Naveen Kumar and Dr. V.K. Gangal on 100 customers of HDFC Bank in Moradabad, Uttar Pradesh. The study aims to analyze the relationship between customer satisfaction and company profitability at HDFC Bank by examining customer retention strategies and customer perceptions of service quality. Key findings indicate that customers are generally satisfied with HDFC Bank staff and facilities. Customers also reported being likely to remain with and recommend the bank.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 12

    Guide Mrs.

    Smita Srivastava

    Submitted By Shubham Agarwal Roll No. R0912011328 B.B.A. Vth Sem. IIIrd Yr.

    It was incorporated in August 1994. The Bank was promoted by the Housing Development Finance Corporation of India. It has over 2,000 branches & around 5,500 ATMs, in 996 cities in India. It is headquartered in Mumbai. The bank has total assets of Rs.1,006.82 billion and recently reported a net profit of 3,926.30 crore. It is one of the Big Four banks of India, along with State Bank of India, ICICI Bank and Punjab National Bank.

    HDFC Bank deals with three key business segments. - Wholesale Banking Services, Retail Banking Services and Treasury. Major chunk of its business come from services like - capital finance, trade services, corporate finance, merchant banking, foreign exchange and derivatives, money markets and debt trading and equity research. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA. It was awarded as 'Best Private Bank in India' at the 2010 Global Private Banking Awards.

    To analyse relationship between companys profitability & customer satisfaction. To find out the customer satisfaction level in HDFC Bank & study the customer retention strategies used by the bank. To study & analyse the financial statements of HDFC bank with the help of ratios by comparing them with the industry averages.

    With the phenomenal increase in the country's population and the increased demand for banking services, it is imperative for banks to get useful feedback on their actual response time and customers service quality perceptions of retail banking, which in turn will help them take positive steps to maintain a competitive edge. This paper helps to study the new generation banks in India. Regarding the quality of staff, HDFC bank is in good position. In all most in each parameter of this category, the customers feel satisfy and also praised the efforts of bank staff. Customers are ready to recommend this bank to a friends or relatives and remain a customer of this bank in future in too, which indicated high customer satisfaction.

    Source: Customer Satisfaction in New Generation Banks (A Case Study of HDFC Bank) Conducted By:
    Dr. Naveen Kumar Assistant Professor School of Management, Gautam Buddha Univeristy, Greater Noida (U.P), India. Dr. V.K.Gangal Reader, Deptt. of Commerce Dayalbagh Educational Institute (Deemed University) Dayalbagh, Agra, India

    Assumption: There is positive relationship between Customer Satisfaction & Companys profitability. Sample Area: Customers of HDFC Bank; Moradabad U.P. Sample Size: 100

    Name : Age : Gender : Annual Income: Occupation : 1. Which kind of services you avail from HDFC bank ?
    A.) B.) C.) D.) E.) Loan facilities O/D facilities Deposit Account Internet Banking Other Services 1 - 5 Years 5 10 Years More than 10 Years

    2.

    For how many years have you been associated with this bank?
    A.) B.) C.)

    3. 4. 5. 6.

    Is the quality of service improving or deteriorating?


    A.) B.) A.) B.) A.) B.) A.) B.) C.) D.) E.) F.) G.) Improving Deteriorating

    Do you think that your bank caters all your banking


    Yes? No? Yes No Accounts for kids Kissan Privileges SMS Banking Tele-banking E Banking E Bill clearance Gold Loan

    needs?

    If no, are you thinking to switch your banker? Which of the following new facilities you like most in HDFC bank?

    7. 8.

    Does your bank conduct any promotion activity?


    A.) B.) A) B) C) Yes No Yes No Not Aware Yes No

    Does your bank have listed its share in stock exchange?

    9.

    Do they charge higher for providing facilities?


    A.) B.)

    10. Does your bank charge competitive interest rate on loans & advances ?
    A.) B.) Yes No

    11. Do you think your bank offers competitive interest rate?


    A.) B.) A.) B.) Yes No Yes No

    12. Do you use the service of alternative bank? 13. When thinking about HDFC bank, what comes first in mind?
    A.) B.) C.) D.) E.) Personalised service Wide branch network Prompt Customer grievance settlement Computerised & Core Banking If others, please specify.

    your

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