Beruflich Dokumente
Kultur Dokumente
SATISFACTION
TOWARDS HDFC BANK
AND
STATE BANK OF INDIA
DECLARATION
Hereby we declare that the project report entitled COMPARATIVE STUDY OF
CUSTOMERS SATISFACTION TOWARDS HDFC BANK AND STATE BANK OF
INDIA submitted for the degree of Master of Business Administration, our original
work and the project report has not formed the basis for the award of any diploma,
degree, associate ship, fellowship or similar other titles. It has not been submitted to any
other university or institution for the award of any degree or diploma.
ABSTRACT
The present study was undertaken to know the preference of the customers towards
HDFC Bank and State Bank of India (SBI). The main problem of the customers is
they are not well aware of the services provided by their banks. The study also force
on the customer perception that how the banking service can be improved. In our
study we have used both primary sources of data as well as secondary sources of
data. During project we came to know that both the banks are highly preferred by the
customers but their preference is different up to some extent towards the service of these
banks.
ACKNOWLEDGEMENT
No serious and lasting achievement or success one ever achieves without the friendly
guidance and cooperation of so many people involved in work.
Foremost of all, I express my gratitude to the Almighty for his blessings and for vesting
wisdom in all my wishes.
A feeling of elation insists us on expressing our heartiest gratitude to Mr.Amit
Mahendroo, who allowed doing our project under his supervision.
I place our thanks to all those who spared their time and made it convenient for us to
complete the research. We deeply acknowledge their concern for our research. Last but
not the least, we also wish to red cord our gratitude for any person, our memory has
failed to recall, who rendered his/her/their support and services.
TABLE OF CONTENTS
Banking Industry
Chapter 1
7-10
10-12
12-17
17-18
Company Profile
Chapter 2
Chapter 3
9-24
24-25
25-26
26-34
34-36
36-37
3.1
Objectives
38
3.2
Scope
38
38-41
3.4
41-42
Research Methodology
42
43-56
57-71
72-83
Chapter 5
5.1
84
Appendix
5.2
6.1
5.2 Assumptions
Questionnaire
84
85-88
6.2
Bibliography
88
Chapter 4
Chapter 1
BANKING INDUSTRY
1.1Introduction to Indian Banking System
History of Banking in India
Without a sound and effective banking system in India it cannot have a healthy economy.
The banking system of India should not only be hassle free but it should be able to meet
new challenges posed by the technology and any other external and internal factors.
For the past three decades India's banking system has several outstanding achievements
to its credit. The most striking is its extensive reach. It is no longer confined to only
metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even
to the remote corners of the country. This is one of the main reasons of India's growth
process.
The government's regular policy for Indian bank since 1969 has paid rich dividends with
the nationalization of 14 major private banks of India
Not long ago, an account holder had to wait for hours at the bank counters for getting a
draft or for withdrawing his own money. Today, he has a choice. Gone are days when the
most efficient bank transferred money from one branch to other in two days. Now it is
simple as instant messaging or dials a pizza. Money has become the order of the day.
The first bank in India, though conservative, was established in 1786. From 1786 till
today, the journey of Indian Banking System can be segregated into three distinct phases.
They are as mentioned below:
New phase of Indian Banking System with the advent of Indian Financial &
Banking Sector Reforms after 1991.
To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and
Phase III.
Phase I
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan
and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of
Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency
Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was
established which started as private shareholders banks, mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and
1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,
and Bank of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also experienced periodic
failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To
streamline the functioning and activities of commercial banks, the Government of India
came up with The Banking Companies Act, 1949 which was later changed to Banking
Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of
India was vested with extensive powers for the supervision of banking in India as the
Central Banking Authority.
During those days public has lesser confidence in the banks. As an aftermath deposit
mobilization was slow. Abreast of it the savings bank facility provided by the Postal
department was comparatively safer. Moreover, funds were largely given to traders.
Phase II
Government took major steps in this Indian Banking Sector Reform after independence.
In 1955, it nationalized Imperial Bank of India with extensive banking facilities on a
large scale especially in rural and semi-urban areas. It formed State Bank of India to act
as the principal agent of RBI and to handle banking transactions of the Union and State
Governments all over the country.
Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th
7
July, 1969, major process of nationalization was carried out. It was the effort of the then
Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country
were nationalized.
Second phase of nationalization Indian Banking Sector Reform was carried out in 1980
with seven more banks. This step brought 80% of the banking segment in India under
Government ownership.
The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:
After the nationalization of banks, the branches of the public sector bank India rose to
approximately 800% in deposits and advances took a huge jump by 11,000%.
Banking in the sunshine of Government ownership gave the public implicit faith and
immense confidence about the sustainability of these institutions.
Phase III
This phase has introduced many more products and facilities in the banking sector in its
reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was
set up by his name which worked for the liberalizations of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being put
to give a satisfactory service to customers. Phone banking and net banking is introduced.
The entire system became more convenient and swift. Time is given more importance
than money.
The financial system of India has shown a great deal of resilience. It is sheltered from any
crisis triggered by any external macroeconomics shock as other East Asian Countries
8
suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high,
the capital account is not yet fully convertible, and banks and their customers have
limited foreign exchange exposure
about by the large dose of liberalization and economic reforms that allowed banks to
explore new business opportunities rather than generating revenues from conventional
streams (i.e. borrowing and lending). The banking in India is highly fragmented with 30
banking units contributing to almost 50% of deposits and 60% of advances. Indian
nationalized banks (banks owned by the government) continue to be the major lenders in
the economy due to their sheer size and penetrative networks which assures them high
deposit mobilization. The Indian banking can be broadly categorized into nationalized,
private banks and specialized banking institutions.
The Reserve Bank of India act as a centralized body monitoring any discrepancies and
shortcoming in the system. It is the foremost monitoring body in the Indian financial
sector. The nationalized banks (i.e. government-owned banks) continue to dominate the
Indian banking arena. Industry estimates indicate that out of 274 commercial banks
operating in India, 223 banks are in the public sector and 51 are in the private sector. The
private sector bank grid also includes 24 foreign banks that have started their operations
here.
Under the ambit of the nationalized banks come the specialized banking
institutions.
development etc., unlike commercial banks these co-operative banks do not lend on the
basis of a prime lending rate. They also have various tax sops because of their holding
pattern and lending structure and hence have lower overheads. This enables them to give
a marginally higher percentage on savings deposits. Many of these cooperative banks
diversified into specialized areas (catering to the vast retail audience) like car finance,
housing loans, truck finance etc. in order to keep pace with their public sector and
private counterparts, the co-operative banks too have invested heavily in information
technology to offer high-end computerized banking services to its clients.
TYPES OF BANKS
Central Bank
The Reserve Bank of India is the central Bank that is fully owned by the Government. It
is governed by a central board (headed by a Governor) appointed by the Central
Government. It issues guidelines for the functioning of all banks operating within the
country.
10
Co-operative Sector
The co-operative sector is very much useful for rural people. The co-operative banking
sector is divided into the following categories.
a. State co-operative Banks
b. Central co-operative banks
c. Primary Agriculture Credit Societies
Development Banks/Financial Institutions
IFCI
IDBI
ICICI
IIBI
SCICI Ltd.
NABARD
Federal Bank
4.
5.
6.
Yes Bank
7.
Bank of Rajasthan
through its specialized subsidiaries and affiliates in the areas of investment banking,life
and non-life insurance, venture capital and asset management. ICICI Bank set up its
international banking group in fiscal 2002 to cater to cross border needs of clients and
leverage on its domestic banking strengths to offer product internationally. ICICI Banks
equity shares are listed in India on the Stock Exchange, Mumbai and the National Stock
Exchange of India Limited and its American Depositary Receipts are listed on New York
Stock Exchange. It is the first bank to start Internet banking service in India. In 1999,
ICICI become the first Indian Company and the first bank or financial institution from
non-Japan Asia to be listed on NYSE.
IDBI Bank: IDBI Ltd., the tenth largest development bank in the world has promoted
world class institutions in India. IDBI promoted IDBI bank to mark the formal foray of
the IDBI group into commercial Banking. IDBI begun with an equity capital base of
Rs.1000 million, commenced its first branch at Indore in November 1995. The birth of
IDBI took place after RBI issued guidelines for entry of new private sector banks in
January 93. IDBI bank deployed Finacle, the e-age banking solution from Infosys tio
consolidate its position, meet challenges and quickly seize new business opportunities.
IDBI bank become the first to offer mobile refill/recharge using sms, launch of ATM
next, which provide online information about News, cricket scores, emergency numbers,
banks products on ATMs.
UTI Bank: UTI Bank was the first of the new private banks to have brgun operations in
1994, after the government of India allowed new private banks to be established. The
Bank was promoted jointly by the Administrator of the specified undertaking of the
United Trust of India(UTI-I), Life Insurance Corporation of India(LIC) and General
Insurance Corporation Ltd. and its associates viz.National Insurance Company Ltd.,The
New India Assurance Corporation, The Oriental Insurance Corporation and United
Insurance Company Ltd. The bank today is capitalized to the extent of Rs.278.12 crores
with public holding at 56.18 %. The banks registered office is at Ahmedabad and its
central office is at Mumbai. The bank has wide network of more than 350 branch offices
and Extension Counters. The Bank has network of over 1657 ATMs providing 24hrs a
day banking convenience to its customers. The bank was setup with capital of Rs.115
crore, with UTI contributing Rs.100 crore, LIC-Rs.7.5 crore and its four subsidiaries
15
17
even investment on behalf of the clients) by the indigenous bankers had not spread as a
general habit in most parts of India. But, for a long time, and especially upto the time that
the three presidency banks had a right of note issue, bank notes and government balances
made up the bulk of the investible resources of the banks.
The three banks were governed by royal charters, which were revised from time to time.
Each charter provided for a share capital, four-fifth of which were privately subscribed
and the rest owned by the provincial government. The members of the board of directors,
which managed the affairs of each bank, were mostly proprietary directors representing
the large European managing agency houses in India. The rest were government
nominees, invariably civil servants, one of whom was elected as the president of the
board.
Business
The business of the banks was initially confined to discounting of bills of exchange or
other negotiable private securities, keeping cash accounts and receiving deposits and
issuing and circulating cash notes. Loans were restricted to Rs.one lakh and the period of
accommodation confined to three months only. The security for such loans was public
securities, commonly called Company's Paper, bullion, treasure, plate, jewels, or goods
'not of a perishable nature' and no interest could be charged beyond a rate of twelve per
cent. Loans against goods like opium, indigo, salt woollens, cotton, cotton piece goods,
mule twist and silk goods were also granted but such finance by way of cash credits
gained momentum only from the third decade of the nineteenth century. All commodities,
including tea, sugar and jute, which began to be financed later, were either pledged or
hypothecated to the bank. Demand promissory notes were signed by the borrower in
favour of the guarantor, which was in turn endorsed to the bank. Lending against shares
of the banks or on the mortgage of houses, land or other real property was, however,
forbidden.
Indians were the principal borrowers against deposit of Company's paper, while the
business of discounts on private as well as salary bills was almost the exclusive
monopoly of individuals Europeans and their partnership firms. But the main function of
19
the three banks, as far as the government was concerned, was to help the latter raise loans
from time to time and also provide a degree of stability to the prices of government
securities.
Major change in the conditions
A major change in the conditions of operation of the Banks of Bengal, Bombay and
Madras occurred after 1860. With the passing of the Paper Currency Act of 1861, the
right of note issue of the presidency banks was abolished and the Government of India
assumed from 1 March 1862 the sole power of issuing paper currency within British
India. The task of management and circulation of the new currency notes was conferred
on the presidency banks and the Government undertook to transfer the Treasury balances
to the banks at places where the banks would open branches. None of the three banks had
till then any branches (except the sole attempt and that too a short-lived one by the Bank
of Bengal at Mirzapore in 1839) although the charters had given them such authority. But
as soon as the three presidency bands were assured of the free use of government
Treasury balances at places where they would open branches, they embarked on branch
expansion at a rapid pace. By 1876, the branches, agencies and sub agencies of the three
presidency banks covered most of the major parts and many of the inland trade centres in
India. While the Bank of Bengal had eighteen branches including its head office, seasonal
branches and sub agencies, the Banks of Bombay and Madras had fifteen each.
The eight banking subsidiaries are:
1-State Bank of Bikaner and Jaipur (SBBJ)
2-State Bank of Hyderabad (SBH)
3-State Bank of India (SBI)
4-State Bank of Indore (SBIR)
5-State Bank of Mysore (SBM)
6-State Bank of Patiala (SBP)
7-State Bank of Saurashtra (SBS)
8-State Bank of Travancore (SBT)
20
HISTORY
Presidency Banks Act
The presidency Banks Act, which came into operation on 1 May 1876, brought the three
presidency banks under a common statute with similar restrictions on business. The
proprietary connection of the Government was, however, terminated, though the banks
continued to hold charge of the public debt offices in the three presidency towns, and the
custody of a part of the government balances. The Act also stipulated the creation of
Reserve Treasuries at Calcutta, Bombay and Madras into which sums above the specified
minimum balances promised to the presidency banks at only their head offices were to be
lodged. The Government could lend to the presidency banks from such Reserve
Treasuries but the latter could look upon them more as a favour than as a right.
Bank of Madras
The decision of the Government to keep the surplus balances in Reserve Treasuries
outside the normal control of the presidency banks and the connected decision not to
guarantee minimum government balances at new places where branches were to be
opened effectively checked the growth of new branches after 1876. The pace of
expansion witnessed in the previous decade fell sharply although, in the case of the Bank
of Madras, it continued on a modest scale as the profits of that bank were mainly derived
from trade dispersed among a number of port towns and inland centres of the presidency.
India witnessed rapid commercialisation in the last quarter of the nineteenth century as its
railway network expanded to cover all the major regions of the country. New irrigation
networks
in Madras, Punjab and Sind accelerated the process of conversion of subsistence crops
into cash crops, a portion of which found its way into the foreign markets. Tea and coffee
plantations transformed large areas of the eastern Terais, the hills of Assam and the
Nilgiris into regions of estate agriculture par excellence. All these resulted in the
expansion of India's international trade more than six-fold. The three presidency banks
were both beneficiaries and promoters of this commercialisation process as they became
involved in the financing of practically every trading, manufacturing and mining activity
in the sub-continent. While the Banks of Bengal and Bombay were engaged in the
21
financing of large modern manufacturing industries, the Bank of Madras went into the
financing of large modern manufacturing industries, the Bank of Madras went into the
financing of small-scale industries in a way which had no parallel elsewhere. But the
three banks were rigorously excluded from any business involving foreign exchange. Not
only was such business considered risky for these banks, which held government
deposits, it was also feared that these banks enjoying government patronage would offer
unfair competition to the exchange banks which had by then arrived in India. This
exclusion continued till the creation of the Reserve Bank of India in 1935.
AWARDS
Chairman Mr. O P Bhatt, has been declared the CNN-IBN Indian of the Year 2007 in the
Business category ahead of Vijay Mallya and the Ambanis .
After much deliberation, the jury voted for the maverick banker Shri O P Bhatt, at the
helm of the State Bank of India since 2006, as the CNN-IBN's businessman of the Year.
He has been credited with doing the impossible.
Shri Bhatt took over at a time when India's largest bank was faced with tough
competition from fast growing private players. The mammoth challenge was to arrest
SBI's falling market share, raise funds for expansion and look for new avenues of growth.
In another daring move, Shri Bhatt has started the merger of all seven associate banks
with the parent bank. Once the merger is completed, the combined entity will have a
balance sheet of over 8 lakh crore rupees, and a countrywide network of 14,000 branches
- enough to take on global banks looking to penetrate the Indian market after 2009.
Bhatt is the only SBI chairman since liberalisation who has been given a five year term.
He is setting himself some tough targets. One of the targets is to up SBI's market share by
one per cent every year. Under him the bank is also looking at new business streams like
general insurance, pension funds & mobile banking.
It's a vision to make SBI a truly global bank and the man behind that dream is CNNIBN's Indian of the Year in the Business category for 2007.
22
Savings Accounts
Current Accounts
Fixed Deposits
Loans
Personal Loans
Home Loans
Express Loans
Gold Loan
Educational Loan
Cards
23
Credit Cards
Debit Cards
NetBanking
ATM
24
2.Though SBI cards are the 2nd largest player in the credit card industry, it has
the highest non performing assets (NPAs) in the industry, which stand out to be at
16.28 % (Dec 2007).
3. Modernisation: SBI lags with respect to private players in terms of
modernisation of its processes, infrastructure, centralisation, etc.
Opportunities:
1. Merger of associate banks with SBI: Merger of all the associate banks (like
SBH, SBM, etc) into SBI will create a mega bank which streamlines operations
and unlocks value.
2. Planning to add 2000 branches and 3000 ATMs in 2008-2009. This will further
increase its reach.
3. Increasing trade and business relations and a large number of expatriate
populations offers a great opportunity to expand on foreign soil.
Threats:
1. Advent of MNC banks: Large numbers of MNC banks are mushrooming in
the Indian market due to the friendly policies adopted by the government. This
can increase the level of competition and prove a potential threat for the market
share of SBI bank.
2. Consumer expectations have increased many folds in last few years and the
bank has not been responsive enough to meet them on time.
3. Private banks have started venturing into the rural and semi-urban sector, which
used to be the bastion of the State Bank and other PSU banks
4. Employee Strike: There was an employee strike in the year 2006 which
disrupted SBIs activities. This can be repeated in the future.
HDFC Bank, one amongst the firsts of the new generation, tech-savvy commercial banks
of India, was set up in august 1995 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. Net Profit for the year ended March 31, 2006 was up 30.8% to Rs 870.8 crores.
Branch network
Currently (2007), HDFC Bank has 583 branches located in 263 cities of India, and all
branches of the bank are linked on an online real-time basis. The bank offers many
innovative products & services to individuals, corporates, trusts, governnments,
partnerships, financial institutions, mutual funds, insurance companies. The bank also has
over 1471 ATMs. In the next few month the number of branches and ATMs should go up
substantially.
Recognition
Over a decade of its operations, HDFC Bank has been recognized, rated and awarded by
a number of organizations, which includes: Best Domestic Bank in India in The Asset
Triple A Country Awards 2005, 2004 and 2003. Company of the Year Award in The
Economic Times Awards for Corporate Excellence 2004-05.
Asiamoney's Awards for Best Domestic Commercial Bank as well as Best Cash
Management Bank - India in 2005. The Asian Banker Excellence in Retail Banking Risk
Management Award in India for 2004. Finance Asia Best Bank - India in 2005, "Best
Domestic Commercial Bank India in 1999, 2000 and 2001 respectively and Best
Local Bank India in 2002 and 2003.
Business Today Best Bank in India in 2003 and 2004. Best Overall
Local/Domestic Bank India in the Corporate Cash Management Poll conducted by
Asiamoney magazine. Selected by Business World as "one of India's Most Respected
Companies" as part of The Business World Most Respected Company Awards 2004. In
2004, Forbes Global named HDFC Bank in its listing of Best under a Billion, 100 Best
Smaller Size Enterprises in Asia/Pacific and Europe. In 2004, HDFC Bank won the
26
award for Operational Excellence in Retail Financial Services -India as part of the
Asian Banker Awards 2003. In 2003, Forbes Global named HDFC Bank in its ranking of
Best Under a Billion, 200 Best Small Companies for 2003. The Financial Express
named HDFC Bank the Best New Private Sector Bank 2003 in the FE-Ernst & Young
Best Banks Survey 2003.
Outlook Money named HDFC Bank the Best Bank in the Private Sector for the year
2003. NASSCOM and economictimes.com have named HDFC Bank the Best IT User in
Banking at the IT Users Awards 2003.
Euromoney magazine gave HDFC Bank the award for "Best Bank India in 1999,
Best Domestic Bank in India in 2000, and Best Bank in India in 2001 and 2002.
Asiamoney magazine has named us Best Commercial Bank in India 2002 For its use of
information technology, HDFC Bank has been recognized as a Computerworld Honors
Laureate and awarded the 21st Century Achievement Award in 2002 for Finance,
Insurance & Real Estate category by Computerworld, Inc., USA. Its technology initiative
has been included as a case study in their online global archives. Business India named
HDFC Bank Indias Best Bank in 2000. In 2000, Forbes Global named HDFC Bank in
its list of The 300 Best Small Companies in the world and as one of the 20 for 2001
best small companies in the world.
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 RBI's liberalisation of the Indian Banking
Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations
as a Scheduled Commercial Bank in January 1995.
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,
27
Personal Banking
NRI Banking
Wholesale Banking
The following are the products and services provided by the HDFC bank
HDFC Bank provides loans like Personal Loans , Home Loans , Educational
Loans , Two Wheeler Loans , New car Loans, Used Car Loans, Overdraft Against
Car, Express Loans, etc.
HDFC Bank provides Credit, Debit and Prepaid Cards to help you meet your
financial objectives.
HDFC Bank provides facilities like Mutual Funds , Insurance , General & Health
Insurance, Bonds , Financial Planning, Knowledge Center, Equities &
Derivatives, Mudra Gold bar.
If you need to deal in foreign currency and keep tabs on exchange rates every now and
then, transfer funds to India, make payments etc., HDFC Bank has a range of products
and services that you can choose from to transact smoothly, efficiently and in a timely
manner.
With HDFC Bank 's payment services, you can bid goodbye to queues and paper work.
HDFC 's range of payment options make it easy to pay for a variety of utilities and
services.
28
HDFC Bank has designed two programs to make banking easier for the customers and
they are
HDFC Bank offers Private Banking services to high net worth individuals and
institutions.
HDFC Bank offers you quick, economical and convenient options to remit and transfer
funds to India.
Corporate Banking reflects HDFC Bank 's strengths in providing our corporate clients in
India, a wide array of commercial, transactional and electronic banking products.
HDFC Bank acts as an active medium between the government and the customers by
means of various services.
Performance
Profit & Loss Account : Year ended March 31, 2007
For the year ended March 31, 2007, the Bank earned total income of Rs.8,405.3 crores as
against Rs.5,599.3 crores in the corresponding period of the previous year. Net revenues
(net interest income plus other income) for the year ended March 31, 2007 were
Rs.5,225.8 crores, up 42.4% over Rs.3,669.8 crores for the year ended March 31, 2006.
Net Profit for year ended March 31, 2007 was Rs.1,141.5 crores, up 31.1%, over the
corresponding year ended March 31, 2006.
Organization
Mr.
Aditya
Puri
is
the
Managing
Director
of
HDFC
Bank
Contact Details
Registered address: HDFC Bank House ,
Senapati Bapat Marg, Lower Parel,
Mumbai - 400 013,
India.
29
HDFC Banks organic growth. We believe that Centurion Bank of Punjab would be the
right fit in terms of culture, strategic intent and approach to business.
Distribution network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable
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 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 1,740 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.
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. 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 prioritized 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.
AWARDS
31
2008
CNN-IBN
'Indian of the Year (Business)'
Nasscom IT User Award 2008
'Best IT Adoption in the Banking Sector'
Business India
'Best Bank 2008'
Forbes Asia
Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services
Best Retail Bank 2008
Asiamoney
Best local Cash Management Bank Award voted by Corporates
Microsoft & Indian Express Group
Security Strategist Award 2008
World Trade Center Award of honour
For outstanding contribution to international trade services.
Business Today-Monitor Group survey
One of India's "Most Innovative Companies"
Financial Express-Ernst & Young Award
Best Bank Award in the Private Sector category
Global HR Excellence Awards - Asia Pacific HRM
Congress:
32
'Employer Brand of the Year 2007 -2008' Award - First Runner up, & many more
Business Today
'Best Bank' Award
2007
Dun & Bradstreet American Express Corporate Best Bank Award 2007
'Corporate Best Bank' Award
The Bombay Stock Exchange and Nasscom Foundation's Business for Social
Responsibility Awards 2007
'Best Corporate Social Responsibility Practice' Award
Outlook Money & NDTV Profit
Best Bank Award in the Private sector category.
The Asian Banker Excellence in Retail Financial Services Awards
Best Retail Bank in India
Asian Banker
Our Managing Director Aditya Puri wins the Leadership Achievement Award for
India
SavingsMax Account
No Frills Account
Salary Accounts
Payroll
Classic
Regular
Premium
Current Accounts
Fixed Deposits
Sweep-in Account
Personal Loans
Home Loans
Loans
34
Express Loans
Gold Loan
Educational Loan
Credit Cards
Debit Cards
Cards
NetBanking
MobileBanking
ATM
PhoneBanking
WEAKNESSES
1. Customer service staff need training
OPPORTUNITIES
1) Profits margins will be good
2) Could extent to overseas broadly.
3) Could seek better customer deals
THREATS
11
11
11
11
36
Chapter 3
3.1 OBJECTIVES OF THE STUDY
1. To know preference of customers regarding public sector banks and private sector
banks.
2. to analyze which facility influences the customer most while selecting Bank,
3. to compare the various services provided by these banks and
4. to make aware about the various services provided by the bank.
3.2 SCOPE OF THE PROJECT
Personal visit to the branches of SBI and HDFC banks was done to collect the first hand
information. Study is done with the special reference to the area, Chandigarh City.
3.3 LITERATURE REVIEW
1. Denise K. Conroy in his study titled (Customer satisfaction measures in the public
sector: what do they tell us?) attempts to devise customer satisfaction measures,
according to him there are a number of factors which can affect the interpretation of
results - the nature of the customer, service provision, service quality and, for the public
37
sector, the extent to which consumer sovereignty exists. Resources may be better directed
towards setting and maintaining high levels of standard of service. This study addresses
the difficulties and highlights the complex nature of a customer or service beneficiary
who can be, at the same time, a taxpayer, voter, recipient of financial benefits, with
expectations of the public sector and its delivery agent, yet cannot choose another
provider.
and if so, on what dimensions or under what circumstances. In the first study, they use
the qualitative critical incident technique to elicit service attributes that are salient to
respondents when prompted to consider quality and satisfaction as distinct. they code the
responses to these open-ended survey questions to examine whether quality can be teased
apart from satisfaction, from the respondents (consumers) perspective. In the second
study, to triangulate on the qualitative data, they experimentally manipulated a number of
service attributes drawn from both the first study and from the literature to see whether or
not they have differential impacts on judgments of quality and satisfaction. They did not
presuppose that quality and satisfaction differrather, they asked respondents to make a
judgment either of quality or of satisfaction, defining the term as they saw fit.
5. Rengasamy Elango and Vijaya Kumar Gudep in their study titled(A Comparative
Study on the Service Quality and Customer Satisfaction among Private, Public and
Foreign Banks) focuses on the service quality and customer satisfaction among the
private, public and foreign banks in India. An analysis is carried out to examine the level
of awareness among customers and to identify the best sector which provides qualitative
customer service. This becomes relevant in the context of recommendations of various
committees constituted by the Government of India and the RBI, from time to time, to
39
suggest measures to improve customer service systems of the public sector commercial
banks of India. A well-structured questionnaire is used to collect the views of respondents
across the three banking sectors. The survey instrument includes various dimensions,
pertaining to the quality of customer services in terms of banking personnel, convenient
working hours, Web-based services, error free value-added services and efficient
grievance redressal mechanism etc. Apart from the basic statistical tools such as
measures of central tendency, The authors also use `factor analysis' and the `One-way
Anova' classification. The idea behind this is to extract the relevant factors and analyze
whether there is any significant difference with respect to service quality within the three
banking sectors. The results indicate that the level of awareness among the customers
improved significantly during the study period. It is interesting to note that the results are
consistent with the previous studies conducted on customer service aspects, and it has
been observed that the foreign and the new generation private sector banks are serving
the customers better. This has larger implications on the public sector commercial banks
in India with respect to customer service delivery aspects. It is high time the public sector
commercial banks made efforts to revamp their approach towards customers, so as to
perform better and derive competitive advantage in the long run.
3.4 RESEARCH METHODOLOGY
It describes the data collection method, the sampling plan, the tools of investigation,
planning and testing of questionnaire and the limitations of the study. The study requires
the data to be collected from two different sources i.e. the primary source and the
secondary source. The primary data is collected with the help of structured questioners
which is being modified & reliable and the secondary data through the various journals,
newspapers and websites.
Data Source:
(a) Primary Data: Primary data was collected by means of questionnaires
(b) Secondary data:
newspapers,
Research Design
40
Present study enquired and brought forward the results concerning the set objectives
specified before which relates to description of the state of affairs as a result it clearly
states that it was a DESCRIPTIVE STUDY, which included fact finding enquiries of
different kinds.
Sampling Design
Universe: - The universe was finite in this study, since the population of Patiala City is
certain and can be counted.
Sampling Unit: - The sampling unit is an individual (non-staff member) who is having
account in SBI and HDFC Banks.
Sample Size: - The sample size for the study was 70 individuals, non-staff members of
SBI and HDFC Banks, Chandigarh Out of which 35 belongs to SBI and 35 belongs to
HDFC bank.
Sampling Procedure: - Due to the time and resource constraints the convenience
sampling technique was used. The individuals were selected according to convenience to
fill the questionnaires.
2. Sometimes respondents did not respond well to all the questions in the
questionnaire.
3. Low cooperation from the bank executives make to struggle more, due to which
we
41
5. Best efforts were made to incorporate all-important variables in study, yet chances
of
Chapter 4.1
FINDINGS
DATA ANALYSIS
STATE BANK OF INDIA
42
Sample Size 35
SAMPLE SIZE
SBI
35
HDFC
35
43
Age Group
NO. OF PERSONS
5
8
6
12
4
44
NO. OF PERSONS
(a)Gender
NO. OF
GENDER
MALE
FEMALE
PERSONS
28
7
45
NO. OF
46
SERVICE
BUSINESMAN
PROFESSIONAL
STUDENT
HOUSEWIFE
PERSONS
15
6
3
8
3
NO. OF PERSONS
8
5
7
5
6
47
500000-ABOVE
PERSONS
12
4
5
7
48
3
4
FACILITY
Savings account
Current account
Fixed deposit
NRI account
NO. OF PERSONS
18
5
12
0
49
PERSONS
7
12
7
9
50
REASONS
NO. OF
51
PERSONS
14
To make a deposit
To get advice for investment
options
To inquire about a balance
To withdraw cash
2
7
12
NICATIO
Confiden
SS
tiality
Reliabilit
Courtesy
Security
Responsi
Waiting
veness
time
52
EXCELLENT
13
15
12
14
17
GOOD
ABOVE
11
10
12
AVERAGE
13
12
AVERGE
BELOW
AVERAGE
11
9.
ATM
Loan
Early cheque clearance
Preparation of drafts
Interest package
Net banking
Phone banking
NO. OF PERSONS
13
7
2
3
3
3
4
53
10.
YES
NO
6
29
54
11.
NO. OF
SATISFCTION
EXCELLENT
GOOD
SATISFACTORY
AVERAGE
BELOW AVERAGE
PERSONS
8
6
18
3
0
55
SATISFACTION LEVEL
Chapter 4.2
56
FINDINGS
DATA ANALYSIS
HDFC BANK
Sample Size 35
57
SAMPLE SIZE
HDFC
35
SBI
35
58
(a)
AGE
LESS THAN 25
25-35
35-45
45-55
55 & ABOVE
Age Group
NO. OF PERSONS
4
12
7
9
3
(b)
Gender
59
NO. OF
GENDER
MALE
FEMALE
PERSONS
27
8
NO. OF
OCCUPATION
SERVICE
BUSINESMAN
PROFESSIONAL
STUDENT
HOUSEWIFE
PERSONS
12
13
5
3
2
61
INCOME
NIL
LESS THAN 50000
50000-150000
150000-300000
300000-500000
500000-ABOVE
NO. OF PERSONS
2
4
9
8
9
3
FACTORS
I have a traditional bank account with the same bank
NO. OF PERSONS
3
6
12
5
2
7
FACILITY
Savings account
Current account
Fixed deposit
NRI account
NO. OF PERSONS
21
7
6
1
NO. OF
YEARS
Less than 1 year
1 to 2 years
3 to 5 years
More than 5 years
PERSONS
7
9
13
6
65
NO. OF
REASONS
To make a deposit
PERSONS
17
3
5
10
66
AC
COMM
CE
UNICAT
Confiden
Courtes
Reliabili
Securi
Respons
Waiting
SS
ION
tiality
ty
ty
iveness
time
24
22
15
17
14
GOOD
ABOV
12
22
10
AGE
AVER
14
12
AGE
BELO
17
EXCE
LLEN
E
AVER
W
AVER
AGE
67
68
9.
NO. OF
FACILITY
ATM
Loan
Early cheque clearance
Preparation of drafts
Interest package
Net banking
Phone banking
PERSONS
10
4
8
2
3
5
3
69
10.
YES
NO
9
26
70
11.
NO. OF
SATISFCTION
EXCELLENT
GOOD
SATISFACTORY
AVERAGE
BELOW AVERAGE
PERSONS
7
12
8
5
3
SATISFACTION LEVEL
71
Chapter 4.3
DATA ANALYSIS
COMPARATIVE STUDY
OF
SBI
AND
HDFC BANK
Sample Size 70
72
SBI
5
8
6
12
4
HDFC
4
12
7
9
3
73
(b) GENDER
GENDER
MALE
FEMALE
SBI
28
7
HDFC
27
8
74
OCCUPATION
SERVICE
BUSINESMAN
PROFESSIONAL
STUDENT
HOUSEWIFE
SBI
15
6
3
8
3
HDFC
12
13
5
3
2
75
INCOME
NIL
LESS THAN 50000
50000-150000
150000-300000
300000-500000
500000-ABOVE
SBI
0
8
7
10
6
4
HDFC
2
4
9
8
9
3
76
FACTORS
I have a traditional bank account with the
SBI
HDFC
same bank
The brand name of the bank
The excellent service offered by this bank
ATM service
Net banking facility
Location advantage
12
4
5
7
3
4
3
6
12
5
2
7
77
FACILITY
Savings account
Current account
Fixed deposit
NRI account
SBI
18
5
12
0
HDFC
21
7
6
1
78
YEARS
Less than 1 year
1 to 2 years
3 to 5 years
More than 5 years
SBI
7
12
7
9
HDFC
7
9
13
6
79
To
To
To
To
REASONS
make a deposit
get advice for investment options
inquire about a balance
withdraw cash
SBI
14
2
7
12
HDFC
17
3
5
10
80
FACILITY
ATM
Loan
Early cheque clearance
Preparation of drafts
Interest package
Net banking
Phone banking
SBI
13
7
2
3
3
3
4
HDFC
10
4
8
2
3
5
3
81
CHANGE
YES
NO
SBI
6
29
HDFC
9
26
SATISFCTION
EXCELLENT
GOOD
SATISFACTORY
AVERAGE
BELOW AVERAGE
SBI
8
6
18
3
0
HDFC
7
12
8
5
3
83
Chapter 5
5.1 Suggestions and Recommendations
1. Both the customers from SBI and HDFC bank have suggested that the bank
should open one of its branch in industrial area like focal point.
2. One of the most common suggestion was to lower down the minimum balance
required in the saving s account.
3. Staff should be more co-operative to the customers.
4. Customers were not fully aware of the services and the various charges which
they have to pay. Therefore Banks should try to give some more information to its
existing customers
Assumptions
The project report is based on the preference of the customers and the level of satisfaction
towards SBI and HDFC bank. During project we come to know that both the banks are
highly preferred by the customers but their preference is different up to some extend
towards the service of these banks. Following are the assumptions of the project.
1. Range of the survey is limited to Patiala city. It may not hold the same result in
the different city.
2. The sample size for the survey is restricted up to 70. Out of Which 35
questionnaire was filled by the customers of SBI and 35 was filled by customers
of HDFC bank.
3. Survey is done in a very short period of time. This may have impact on the final
result of the survey.
84
Chapter 6
Appendix
QUESTIONNAIRE
CUSTOMER PREFERENCE TOWARDS SBI AND HDFC BANK
1. Name____________________
2. Gender
Male
Female
Less than 25
25-35
35-45
45-55
3. Age
55-above
4. Occupation
Service
Business
Professional
Student
Housewife
5. Income
Nil
50,000 to 1,50,000
1,50,000 to 3,00,000
3,00,000 to 5,00,000
85
SBI
7. What was the single most important reason that you chose this particular Bank
I have a traditional bank account with the same bank
The brand name of the bank
The excellent service offered by this bank
ATM service
Net banking facility
Location advantage
Any other please specify_______________________________________
8. Which account facility you are availing in the Bank
Savings account
Current account
Fixed deposit
NRI account
9. Since how many years you are dealing with this Bank
Less than 1 year
1 to 2 years
3 to 5 years
10. What is the main reason that you typically visit your bank branch
(please choose the single most important reason)
To make a deposit
To get advice for investment options
To inquire about a balance
To withdraw cash
Any other please
specify______________________________________________
86
11. How would you rate the following banking service quality on scale of 1-5 provided
by bank where 1-excellent, 2-good, 3 above-average, 4-average, 5-below average
Access
Communication
Confidentiality
Courtesy
Reliability
Security
Responsiveness
Waiting time
ATM
Interest package
Loan
Net banking
Phone banking
Preparation of drafts
13. If you are provided with better services by optional bank. Would you like to move
to other bank.
Yes
No
Good
Satisfactory
Average
Below Average
Suggestions
If any______________________________________________
signature
Thank you very much for your time, cooperation & patient
87
BIBLIOGRAPHY
WEBSITE USED
www.hdfcindia.com
www.statebankofindia.com
http://www.banknetindia.com/banking/index_1.htm
http://www.asiatradehub.com/india/banking/finance.html
http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank
http://www.finance.indiamart.com/investment_in_india/standard_chartered_bank.
html
http://www.essays.se/about/literature+review+of+customer+satisfaction/
http://www.emeraldinsight.com
http://www.essays.se/about/literature+review+of+customer+satisfaction
http://www.essays.se/about/literature+review+of+customer+satisfaction/?startrecord6
BOOKS FOLLOWED
Research methodology by C.R. Kothari
NEWS PAPERS
Business standard
Economic Times
88