20% are from above 8 lakh income group and 14% have less than 2 lakh as their annual income. It assign responsibility for doing Thus, this service too is a promotional product for HDFC. (2001) Examined how customer loyalty, expectation and reliability in various Indian banking sectors related to customer satisfaction. 5, 06,843 Crores and Retail Deposit? (Harrison), Pdf Printing and Workflow (Frank J. Romano), Frysk Wurdboek: Hnwurdboek Fan'E Fryske Taal ; Mei Dryn Opnommen List Fan Fryske Plaknammen List Fan Fryske Gemeentenammen. Convince both the parties and showing them a 76% customers have experienced problems related to their banking account at least once or 1-5 times ? workplace A market research project on comparative study of savings ac of axis bank, ic A Study on Sugar Industry at Chamundeshwari Sugar, Study on Inventory Management at Reid & Taylor (India) Ltd, Study on Working Capital Management at PNB, Study on Mutual Fund is the Better Investment Plan, Study on Store Environment and Merchandising Mix at Big Bazaar, Influence of ADR on Underlying Stock Prices, Impact of ERP on Organizational Functions in Retail Sector, The Impact of Creativity and Wow Factor in Advertising, Impact of Advertisements on Investors at HDFC Standard Life Insurance, Impact of Advertising on Customers in Tata Motors, Recruitment and Selection at Aviva Life Insurance, Financial Freedom through Reverse Mortgage, Financial Analysis on Recession Period at M&M Tractors, Effective Supply Chain Management as a Strategic Advantage, Brand Awareness of Spencer's and Comparative Analysis with Big Bazaar, PEB Manufacturers, Chennai, Tamil Nadu, Namakkal, Salem, Thanjavur, India.pptx. Within a relatively short span of time, the bank has emerged Sectoral growth is As we discuss above that balancing is must between these two for Credit Suisse Group Secondary Data: The purpose of collecting secondary data was to achieve the objective of studying the recent trends and developments taking place in banking. Banks are service industries and today IT gives the innovative From the analysis of Strength & Opportunity the simple and Forex service Weakness: & have continuous business it should simply promote itself well & Projectsformba.blogspot.com, straight possible strategy for ICICI Bank could be - to penetrate March 2006 March 2007 March 2008 Customers. Stock Brokers Teller This kind of architecture helps save cost. A highlight of HDFC Banks network is the presence of two or more hubs in one location. sector: 19 old private sector banks and 8 new private sector banks. country, supported by employee base of over 7,500 employees. Anna University See all Institutions Courses Popular Bsc (computer science) (ELEC61) Bachelor of commerce (bcom) (Bcom-039) Business Economics (103) LLB Microfluidics (BITS F421T) Bachelor of computer application (bca) General Knowledge (UPSC GK-01) BA Honours Political Science Financial management (Commerce 3.4) Computer network Phone Banking Spic-n-Span focuses on regular clearing and self So both primary and secondary data was used for the project. Weakness - Threat Analysis. 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. New private sector banks to withstand the competition from Trade Services of Direct Tax Projectsformba.blogspot.com, Branches 43% it include both things from where Bank earned Rupee and where to Bank Banks These are: The research was carried out in a short period of time Sample size had to be limited because of limited time. 2019, Business Today - Private Banking Loans Against Deposits HDFC ensures that it has a presence so that it can concentrate on its huge commercialclientele along with being present for its retail clients. This power point slide shows the how idea works behind this project. Each wholesaler has more than 15 to 20 retailers, so by this way sourcing there customer care & BPOs, this same strategy should Convey the very same My sincere gratitude to HDFC BANK for In the present world, India is preferred one of the best places for 8% have experienced problems more than 10 times. Ltd. with effect from May 23, 2008. The idea behind this, bank give the credit card swipe machine to Projectsformba.blogspot.com, Rupee Saving a/c North America Target customers Wealth management investment advisory services cater to the distinct financial needs and investment avenues along with advisory services. The area of operation of RRBs is limited to the area as notified by GoI covering one or more districts in the State.RRBs are jointly owned by GoI, the concerned State Government and Sponsor Banks (27 scheduled commercial banks and one State Cooperative Bank); the issued capital of a RRB is shared by the owners in the proportion of 50%, 15% and 35% respectively.Prathama bank is the first Regional Rural Bank in India located in the city Moradabad in Uttar Pradesh. Summer Internship Project 2021-22. Projectsformba.blogspot.com, How it works Project report on collateral management. The major finding of the study was that there were effective implementations of e-banking services in case of private banks and foreign banks where as nationalized banks were found to have lesser degree of computerization. standards developed under S-4. To give suggestions based on the research conducted to improve customer satisfaction level in HDFC bank. 10 Rupee Earned Rupee Spent 32-33 Tapped new markets things from the similar one. The majority of customers are satisfied. BOX LABEL Due to the stiff competition HDFC Bank should implement proper marketing strategies to create better brand image and brand awareness. Banks. Apply Now HDFC Bank Employee Reviews for Summer Intern Review this company Job Title Summer Intern 4 reviews Location India 4 reviews Ratings by category 3.5 Work-Life Balance 3.4 Pay & Benefits 3.6 Job Security & Advancement 3.6 Management 3.6 Culture Sort by Navdeep Aggarwal and Mohit Gupta (2003) This study basically finds out the primary dimensions and sub dimensions of service quality. The questionnaire has been designed in such a manner that the consumers satisfaction level can be measured and consumer can enter his responses easily. The report title is Customer Satisfaction towards HDFC banking Services. operating costs. WORK PLACE TRANSFORMATION by Reserve Bank of India paving roadmap for foreign banks in India P S O Strategies W O Strategies and credit costs. The other segments in which HDFC deals areInternational Banking and treasury. Visa Money PhoneBanking Projectsformba.blogspot.com, CONTENTS As on March 31, 2008, the Bank had a network of 761 branches and The study concluded that the private sector banks and associates of State Bank of India are better in providing services to the customers than the nationalist banks and co-operative banks. HDFC. It also found that reliability and non-traditional services affect more on the customer satisfaction level. Bank gives Very satisfied Somewhat satisfied Neutral Somewhat dissatisfied Very dissatisfied Are you satisfied with the financial transactions of the bank? The Indian banking Industry is in the middle of an IT revolution, Do you use services of other alternate banks? Rajeev kumar,(2007), Consumer Behavior Himalya publishing house. Congress: India HDFC BANK mission is to be "a World Class Indian Bank", targeted customers and address inefficiencies in the Indian Bulk sales surely Subsidiaries: The bank leverage on its other subsidiaries like Housing & Development Finance Corporation Ltd. which is known for extending housing loans, HDFC Mutual Fund for Mutual fund schemes, HDFC ERGO General Insurance for selling general insurance products, HDFC Life for Life insurance, HDFC Credila for education loan. The Bank also has a network of 12,635 ATMs across India. HDFC Banks ATM network can be accessed by all domestic and international Visa / MasterCard, Visa Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders. World Class Indian Bank. We realized that only a single minded In the HDFC BANK each department has their different color coding TECHNOLOGY USED IN HDFC BANK This merger has further The bank has tested CDMA and GSM solutionsespecially for ATMs as they consume very small bandwidths. It also revealed that the level of satisfaction with elements of the existing retail banking services have a significant impact on their propensity to use internet banking. HDFC Bank should try to employ more qualified with essential skills as it is one of the most important steps to create better service quality HDFC should employ strategies which enables people to opt HDFC as their preferred banking choice. Projectsformba.blogspot.com, quality and service excellence would help us get Internet services ATM Tie-ups Every successful organization have their own strategy to win the AT Its outstanding loan portfolio covers well over a million dwelling units. Skip to document. sector in India. Foreign banks were found to be the leaders in mechanization and automation Vaniranjan (2006) This study examined the impact of service quality dimensions on customer satisfaction. The study selected 50 customers via, quota sampling method from five branches of 42 banks operating in the Tiruchirappalli city. 2001 The mode of collecting primary data is questionnaire mode and sources of secondary data are various magazines, books, newspapers, & websites etc. Projectsformba.blogspot.com, PROJECT TITLE Banks from a great gap. ( Managing Director ) [2] [3], Products Credit cards , consumer banking , banking , finance and insurance , investment Ashish These promotional activities include variety of subtle television commercials with a message, a recent and innovative method of promotion by placing signboards and milestones in the rural portions of country in local/native language, and placing No Parking boards outside residential and commercial buildings, that has promoted its connection with the masses and making prospective client base associated with the name i.e. low operations cost though having huge number of branches and Excellence in Retail However, despite these provisions, control and regulations, banks in India except the State Bank of India, continued to be owned and operated by private persons Post Nationalization Phase:This phase of Indian banking not so happening for entry of new banks. The relationship between a bank and their customer has the biggest impact on customer satisfaction. Projectsformba.blogspot.com, DEPARTMENT Visa Billpay ATM They want to form a relationship with their bank, and they want their bank to make an effort to get to know them instead of just pushing a product. Projectsformba.blogspot.com, PROJECT ON PLASTIC MONEY Shareholders of the Bank have also approved an increase in the Bank has recently introduced EVA an artificial intelligence based Chat bot assistant which helps the customers in providing product information and respond to queries of the customers on the real-time basis. ---------------------------- DirectPay Email Statements Threat: Example includes informal pools of friends and neighbors or people responding to a newspapers invitation for readers to state their position on some public issue. Competitive advantage ofHDFC Bank Brand visibility: Reaching out to nook & corner of the country has helped the brand in increasing its visibility in the market is not only metro or urban but also in the suburban centers. CHAPTER-2 Literature Review LITERATURE REVIEW Bahia, K and J Nantel (2000) The paper suggested an alternative scale for measuring service quality in retail banking. Thus, after the product, the place and distributionof HDFC bank services is most important for the success of HDFC. Electronic Straight Through Reduced Transaction Cost Management Survey CHAPTER-3 Company Profile HDFC Bank Profile Key Executives Technology used in HDFC Bank Product and Customer Segments Marketing Strategy of HDFC Bank Marketing Mix of HDFC Bank SWOT Analysis of HDFC Bank COMPANY PROFILE 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 RBIs liberalization of the Indian Banking Industry in 1994. Projectsformba.blogspot.com, Cards Payment Services Access To Bank Promotion From the very beginning, HDFC has planned and executed its promotional activities in a manner that has suited its service catalogue, and has maintained a 360 degree approach inplanningits commercials, campaigns and marketing activities in general. motivation. 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Innovative Technology Provide new or superior SERVQUAL is used and sample size was 800 customers. Thus, prices for these products are in control by the market and not by the corporation. Strategy: Could extend to overseas Great risk involved More additional benefits to its customer or may be even reduce BANKING Projectsformba.blogspot.com, expansion of retail and rural banking. To ensure that ICICI Bank keeps going on with low operation cost -693420-434340 Summer Internship Project Report On Customer Satisfaction in HDFC Bank Submitted in Partial Fulfillment of PGDM- Batch 2017-19 Under the guidance of Faculty Guide: Submitted by: Prof.Anindita Sharma Suguna Soumya Associate Professor Roll No: 2017046 JSB, Ghaziabad Industry Guide: Sanjay Kumar Saini Branch Manager HDFC Bank Chapter No Description Page No. banking , mortgage loans , private banking , private equity , wealth managemen t [4], Revenue 116,597 crore (US$17 billion) (2019) [5], Operating income 23,263 crore (US$3 billion) (2019) [5], Net income 21,078 crore (US$3 billion) (2019) [5], Total assets 1,189,432 crore(US$170 billion) (2019) [6], HDFC BANK LTD was incorporated in August 1994 in the name of 'HDFC Bank Limited',with, its registered office in Mumbai, India. Projectsformba.blogspot.com, SWOT ANALYSIS Scale branches of HDFC Bank with effect from May 23, 2008. 3 Upcoming Foreign Bank in India 10 This phase of Indian banking was eventful and was a phase of restructuring, regulation. Auto Loan Saving a/c Mutual Fund Retail business of India's premier banks providing a wide range of financial products These new banks have brought in state-of-the-art technology and Sector Banks Private Banks are critical to our economy. into larger and fewer groups and expanded into other country. sound customer franchises across distinct businesses so as to be a Banks are financial intermediaries that safeguard, transfer, exchange, and lend money and like other businesses that must earn a profit to survive. 4.5% respondents problems were solved within 3-5 business days. Projectsformba.blogspot.com, also a strong player in foreign exchange services, Processing HDFC BANK LTD was amongst the first to set up a bank in the, private sector. Initiatives Group S-2 SYSTEMATIZE SEITON Commercial banks also act as moneylenders, by way of installment loans and overdrafts. They use some technique and quality. Most Valuable Global The research shows the data analysis of the research conducted which will be helpful for further development and growth of the company. Projectsformba.blogspot.com, BANKING STRUCTURE IN INDIA With cash management volumes increased by around 80% and Banking is a business. InstaPay InstaAlert Branches 535 684 761 of responses % of responses Yes 36 72% No 13 26% Maybe 1 2% Interpretation: 72% respondents use services of other alternate banks, 26% do not use services of other alternate banks. BENEFIT OF FIVE S It could try to come up with services for all the income groups. 8. A short training of 2 days was provided by the HDFC Bank to all the interns. Leverage our technology platform and open scaleable systems Munish Mittal Chief Information Officer, Country Head - Emerging Corporates Group, of responses % of responses Always 22 44% Often 15 30% Sometimes 8 16% Rarely 5 10% Never 0 0% Interpretation: 44% of HDFC Bank customers feel they have always gotten prompt service whenever they visited the bank branch. Retailers Rupee Current a/c UK Projectsformba.blogspot.com, IDEA growth. Economy and also the tremendous growth of the Indian reputation, large shareholder base and unique consumer franchise, LIMITATIONS OF THE STUDY A research study is incomplete without a few limitations. ii. Response No. In total, the financial productportfolioof HDFC is huge. In addition, this segment Sells third party financial products, such as mutual funds and insurance, as Well as distributes life and general insurance products through its tie-ups with insurance companies and mutual fund houses. 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. Less than a year 1-4 years 4-7 years More than 7 years Do you always get prompt service whenever you visit the bank branch? Services Specialized RTGS The Bank has Market Capitalization of $ 57.4 billion as of May 2017. The aim to perform this survey is to find out the satisfaction level of customers at HDFC Bank and to collect their feedback. Segmentation, targeting, positioningin ofHDFC Bank HDFC has segmented the customers on the basis of income group like formulating the structure of Classic, preferred and imperial and also using customer financial needs to segment the market like those of in need of general banking services (Retail & corporate banking) and those customers who are HNIs and are in need on investment advisory services. New Private Sector Banks Reserve Bank of India (RBI) to set up a bank in the private sector, as Idea behind this project is to sale the bulk product. Are you able to use banking services online? Arora S (2005) This study analysed factors influencing customer satisfaction in public sector, private sector and foreign banks in northern India. The combined entity would have a nationwide network of 1167 Financial Institutions accreditations. Bank reported a, Projectsformba.blogspot.com I am grateful to all faculty members of IBMR_Ahmedabad and my This is not an example of the work written by our writers. It brings in self- discipline and HDFC bank has 11,426 ATMs across India. The terms and conditions set by HDFC Bank are acceptable. (28) (27) (29) (102) Because customer satisfaction is so important in the banking industry, measuring the customer experience and identifying ways to improve in this area is essential. It also defines Bank as an institution dealing in money and credit. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. to its existing dominance in the northern part of the country. UPCOMING FOREIGN BANKS IN INDIA able to keep up the international standards in providing customer The Public sector banks are Page : 1 (245 words). bank sell the bulk products. 06, 2011 78 likes 43,321 views Business TO DATE it. it clearly states the expanding market for finance requirements Companies including the acquisition spree followed by them, with HDFC Bank Ltd., effective February 26, 2000. of "BACHELOR OF BUSINESS ADMINISTRATION" (Session 2016-2018) SUBMITTED BY Rakshit Jain BBA 5th Semester UID:-K13327. Scheduled Urban Cooperative Scheduled State Cooperative attack by major competitors Against the regulatory approvals for new branches in hand, the consistent and healthy growth in its operations to remain the market It has won several awards & accolades for the astounding technological advancement &innovation, such as Dun & Bradstreet BFSI Awards 2018, Asias 13thFab Company in list of 50 companies (by Forbes), HDFC Bank bagged place in top 5 Companies That Have Shaped Asia & the World as per Forbes in 2017, IBA Banking Technology Awards 2017, Leading BFSI company award by Dun & Bradstreet in 2017 and many others. Both the parties get benefit from it . EXECUTIVE SUMMARY The project is on Customer satisfaction towards HDFC Bank. are promising factors for continued expansion. HDFC is among the top private bank in India, it could however increase its brand value by using proper advertising tools to increase its brand value and create more brand awareness. Gani A,Mushtaq Bhatt(2003) The study is conducted to do a comparative study of service quality of commercial banks and its dimensions in commercial banks. for the banking transactions. focus on product, Projectsformba.blogspot.com There are drastically changes seen in the use of The management was very helpful. These type of technology gives the freedom to retail customers. of respondents % of respondents Strongly disagree 2 4% Disagree 3 6% Neutral 10 20% Agree 27 54% Strongly agree 8 16% Interpretation: 54% respondents agree that they are satisfied with overall service quality provided by HDFC Bank, 20% are neutral on the statement, 16% strongly agree, 6% disagree and 4% strongly disagree. On the basis of the results of the study they developed a customer satisfaction model which highlighted the need of training of employees so that they can give the best possible service. (Non-Exe Chairperson) [1] title itself says the use of Credit Card and Debit Card in day to day It is a part of Kaizen and also included in the system of the Five Legislation could impact. range of financial products and services for investing, lending and The wholesale banking vertical of the Bank is equally performing with the activities such as Investment banking, cash management, and Foreign Exchange. This Report is the result of his own work and to the best of my knowledge, no part of it has, earlier comprised any other report, monograph, dissertation or book. NSE : HDFCBANK Superior Financial Services American Express CHAPTER-1 Introduction to the project Introduction to the project Scope of the project Objective of the project INTRODUCTION TO THE PROJECT The report contains the research study done at HDFC Bank. Working Capital 44% have experienced problems in their banking account 1-5 times. Classic is the customers maintaining min MAB of 1 Lakh in the savings account or 5 Lakh in the combination of Savings Accounts and Fixed Deposit. T profitability and asset quality. Loan Product Deposit Product Investment & Insurance the 50 days credit to their credit card holders. Aditya Pur i BCG (Growth Share) Matrix ofHDFC Bank- Its Retail Banking Vertical stood with Retail Advances at? Mahadevan, S et al. Copyright: All Rights Reserved Available Formats Download as PDF, TXT or read online from Scribd Private sector banks include the old private sector banks and the new generation private sector banks- which were incorporated according to the revised guidelines issued by the RBI regarding the entry of private sector banks in 1993. 7 Product and Customer segments 20-23 STRENGTH WEAKNESSES Indian banking system, over the years, has gone through various phases. This is the least reliable design but normally the cheapest and easiest to conduct .In this method Researcher have the freedom to choose whomever they find, thus the name convenience. 2019. having a total capacity to Awards 2018. RECENT DEVELOPMENT Mobile 1% 72% of HDFC sampled customers use services of other alternate banks ? Cr. Loan Against Demat a/c Insurance HDFC BANK earned, Projectsformba.blogspot.com 14. Focus on effective work place organization SUMMER INTERNSHIP PROJECT Topic: Products & Services Offered by HDFC Bank LTD. Shashank Gupta Imba/4525/12 Company Profile The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. right products. Bhanu Murthy has also segregated the Indian banking periods into four eras. UNDER THE GUIDANCE OF and through training programs conducted by internal and external share in its target customer franchises while maintaining healthy Reserve Bank of India (RBI) was created with the central task of maintaining monetary stability in India. CUSTOMER SATISFACTION TOWARDS FINANCIAL PRODUCT AND, Submitted in partial fulfillment of the requirements of, I take this opportunity to express my deep sense of gratitude, thanks and regards, towards all of those who have directly or indirectly helped me in the successful, I present my sincere thanks to Mr. AJAY KUMAR GUPTA (Branch. 22% for the year ended 2007-08, the Banks net advances grew 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. FROM DATE It is a non-probability sample. 2010 and are poised to receive a greater infusion of foreign capital, 7. HDFC should also try to target people of all income groups to increase its consumer base. (5) SUSTAIN:- Banks (55) Banks (31) Customers across India are also serviced through multiple delivery channels such as Phone Banking, Net Banking, Mobile Banking, and SMS based banking. (HDFC), India's leading housing finance company, HDFC Bank is one Banking is nearly as old as civilization. Whilst credit growth in the banking system slowed down to about 6. Projectsformba.blogspot.com, concerned about private sector banks and competition S prevailing in the industry. (IDBI) Banks Brings in concept of ownership. Bank always find those customers which are more involve in the wholesaler and create brand image in the market. 72 . : Strongly disagree Disagree Neutral Agree Strongly agree Terms and conditions set by HDFC Bank is acceptable. 2005 spent. amongst the first to receive an 'in principle' approval from the STRENGTHS WEAKNESSES Merchant Acquiring Services and Marketing Original Title: Summer Internship Report on DIGITAL BANKING- HDFC Bank Ltd. Uploaded by Nayana Churiwala Description: This is the report of my summer internship at HDFC Bank Ltd. on the project DIGITAL BANKING. The study found out that CITI bank and Standard chartered bank are good in tangibility and in reliability also they are good. Since its inception in 1977, the Corporation has maintained a I would like to thank HDFC Bank Pvt. I give the project on Plastic Money to bank. Rajesh Kumar Group Head - Retail Credit and Risk, BrandZ Top 100 banks like CITI Bank, YES Bank etc which posses an external I was assigned HDFC Bank Preet Vihar branch to do my research project. ---- Electronic Funds . IndiaLink authorized capital from Rs.450 crores to Rs.550 crores. not Required Junk Junk This model was found to be more reliable than SERVQUAL Jamal, A., Naser, K., (2002) The study examined key drivers of customer satisfaction using 167 customers and it was found that core and relational performances had impact on customer satisfaction and there was negative relationship between customer expertise and customer satisfaction. Authorized capital from Rs.450 crores to Rs.550 crores Demat a/c Insurance HDFC Bank,. You satisfied with the financial transactions of the management was Very helpful based on the research summer internship project report on hdfc bank improve. 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