A

Summer Training Report

on
CUSTOMER SATISFACTION IN HDFC BANK LTD.
Submitted to
PUNJAB TECHNICAL UNIVERSITY
JALANDHAR
In the partial fulfillment of the requirement for the
Award of degree of
Bachelor of Business Administration (BBA)
Submitte B! P"#$e%t &uie
Sheetal Ms. Jaspreet Kaur ai
!"#$#%& Assistant 'rofessor
S(SSI)* ("#!"+"#!$)
APEEJAY INSTITUTE OF MANA&EMENT TECHNICAL CAMPUS
JALANDHAR
PREFACE
,he most moti-ating aspect associated with pursuing a course in management or business
studies is the d.namism associated with it. /.namism of adding a new perspecti-e to
one0s personalit. and -ision b. accumulating wider 1nowledge2 de-eloping anal.tical
s1ills not onl. b. traditional wa.s of teaching and learning but b. obser-ing 3things at
wor10. ,he pro4ect is an opportunit. to see the application part of what we stud. or learn
in classrooms. Management is that function of an enterprise that concerns itself with the
direction and control of the -arious acti-ities to attain business ob4ecti-es. It is the
science and art of preparing2 organi5ing and directing human efforts to control the force
and utili5e the materials of nature for the benefit of men. As a matter of fact2 the
management thereb. pro-ides the scientific technique to deal with the -arious problems
in the areas of management and the manager mi6es some art to it and tries to shorten the
gap of ignorance. It pro-ides a chain of solution to critical problems of manager.
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egarding+>/?=+BA*K thng i wnt
Today
International Journal of Scientific and esearch 'ublications2 @olume ;2 Issue :2
September "#!; !
ISS* ""$#+;!$;
www.i4srp.org
A =omparati-e Stud. of =ustomer 'erception toward
(+ban1ing Ser-ices 'ro-ided B. Selected 'ri-ate A
'ublic Sector Ban1 in India
Ms. ?o5ia
Aligarh Muslim Bni-ersit.2 India
/epartment of =ommerce

Abstract+ ,he purpose of this paper is to determine the customer0s perception toward the
e+ban1ing ser-ices. A total of
number of customer ta1en for the stud. is !:%. Anal.sis of -ariance technique is
emplo.ed to stud. the significant relationship
between the occupation and customer perception of e+ban1ing ser-ices and significant
relationship between the age and customer
perception of e+ban1ing ser-ices. ,he result of the stud. clearl. shows that different age
group of customer and different
occupation group of customers ha-e different perception toward the e+ban1ing ser-ices.
,he results also propose that demographic
factors impact significantl. internet ban1ing beha-iour2 specificall.2 occupation and age.
?inall.2 this paper suggests that an
understanding about the customer0s perception regarding the e+ban1ing ser-ices of public
and pri-ate ban1s it will help to the
ban1er to understand the customers need in better wa..
Inde6 ,erms+ A*)@A2 =ustomer 'erception2 (+ ban1ing2 'ublic and 'ri-ate Ban1
I. I*,)/B=,I)*
,he fast ad-ancing global information infrastructure including information technolog.
and computer networ1s such as the
Internet and telecommunications s.stems enable the de-elopment of electronic commerce
at a global le-el. ,he nearl. uni-ersal
connecti-it. which the Internet offers has made it an in-aluable business tool. ,hese
de-elopments ha-e created a new t.pe of
econom.2 which man. call the 3digital econom.0. ,his fast emerging econom. is bringing
with it rapidl. changing technologies2
increasing 1nowledge intensit. in all areas of business2 and creating -irtual suppl. chains
and new forms of businesses and ser-ice
deli-er. channels such as (+ban1ing. As a direct consequence of the emergence of the
3digital econom.02 the balance of power
seems to be shifting to the customers. =ustomers are increasingl. demanding more -alue2
with goods customised to their e6act
needs2 at less cost2 and as quic1l. as possible. ,o meet these demands2 businesses need to
de-elop inno-ati-e wa.s of creating
-alue which often require different enterprise architectures2 different I, infrastructures
and different wa. of thin1ing about doing
business.( Shah2 Mahmood and =lar1e 2Ste-e 2"##:).Information technolog. has been
one of the powerful tools in the changes
that ha-e occurred in trade and econom.. It is the use of computer hardware and
computer software to store2 con-ert2 and process2
retrie-e2 transmit and protect information. ,echnolog. has become more accessible2
cheaper and easier to use2 which has had a
ma4or impact on the world0s trade and commerce. Cith the introduction of the Internet
and the Corld Cide Ceb companies
recogni5ed I, as a tool to do business while consumers ac1nowledged it as not onl. an
opportunit. to purchase goods o-er the
internet and ser-ices but also to obtain information. (Aronsohn et al2 "##%). It has also
changed the wa. of doing ban1ing
transaction. It creates new products2 ser-ice mar1et opportunities and better ser-ice
output. ,echnolog. adoption b. the ban1s has
enabled the use of different technolog. tools in ban1ing2 which enable ban1 to reduce
transaction cost2 sa-ing mone. and also
sa-e more time. It categori5ed as an electronic ban1ing (Candaogou 2Abdil Mumuni
Moro and Jalulah 2Stephen 'ambiin 2"#!!).
(+ban1ing is referring to the deplo.ment of ban1ing ser-ices and products o-er electronic
and communication networ1s directl.
to customers (Candaogou 2Abdil Mumuni Moro and Jalulah 2Stephen 'ambiin 2"#!!). It
has emerged as a strategic resource for
attaining efficienc.2 control operations2 producti-it.2 and profitabilit.. It has changed the
traditional wa. of ban1ing transactions.
,hrough the e+ban1ing customer do not -isit to the ban1 office in order to carr. out
ban1ing transaction. ?or instance2 customer
are using automated teller machines (A,M) in place of cashier tellers2 and credit cards
and electronic cash in place of ban1
transactions (Alagheband2'arisa 2"##%). It also allow customers to submit their
applications for different ser-ices2 ma1e queries on
their account balances and submit instructions to the ban1 and also electronicall. transfer
funds to their accounts2 pa. bill2 and
conduct other ban1ing transaction online (Afrou52 ?irou5eh2 "##%).It relies greatl. on
information and communication technolog.
(I=,) to attain its promise for "9 hours a-ailabilit. and faster deli-er. of financial
ser-ices.
(+ban1ing is now a global phenomenon. It is a precious and influential tool for hea-.
de-elopment2 supporting growth2 promoting
inno-ation and enhancing competiti-eness. A ph.sicall. powerful ban1ing industr. is an
essential in e-er. countr. and can ha-e a
ma4or affect in supporting economic de-elopment through competent financial ser-ices.
It has had huge impact on the ban1ing
industr.. Ban1s require de-eloping creati-e solutions of how to ma1e full use of the new
technolog. and how to pro-ide their
customers with high online ser-ice qualit.. Chen lac1ing face to face interaction ban1s
must increase the e6perienced online
ser-ice qualit. among customers in order to attain and sustain competiti-e ad-antages
and customer relationships. (Aronsohn et
al2 "##%).
A. Basics of (lectronic Ban1ing7International Journal of Scientific and esearch
'ublications2 @olume
International Journal of Scientific and esearch 'ublications2 @olume ;2 Issue :2
September "#!; "
ISS* ""$#+;!$;
www.i4srp.org
(lectronic ban1ing is a high+order construct2 which consists of se-eral distribution
channels. It should be noted that electronic
ban1ing is a bigger platform than 4ust ban1ing -ia the Internet. ,he term electronic
ban1ing can be described in man. wa.s. In a
-er. simple form2 it can mean the pro-ision of information or ser-ices b. a ban1 to its
customers2 -ia a computer2 tele-ision2
telephone2 or mobile phone (/aniel2 !:::). (lectronic ban1ing has different t.pes of
deli-er. channels7 telephone2 '=2 mobile and
the Internet. Moreo-er2 'ersonal =omputer allow customer to use all e+ban1ing facilit. at
home without go to the ban1. It gi-es
consumers a -ariet. of ser-ices so the. can mo-e mone. between accounts2 pa. bills2
chec1 balances2 and bu. and sell mutual
funds2 securities and also submit electronic loan applications through '= Ban1ing. A
mobile ban1ing ser-ice is the newest ser-ice
in electronic ban1ing =ustomers can chec1 their balance and ma1e ad4ustments between
accounts2 account transactions2 pa.ments
etc. Internet is the interconnection of computer communication networ1s which enable
the customer to perform all the ban1ing
acti-ities o-er the internet. It is the latest wa-e in the information technolog.. ,he *(, is
changing e-er.thing2 from the wa. of
conduct commerce and the wa. of distribution of information. Se-eral benefits of strong
electronic ser-ice ha-e also been
identified as including satisfied and retained customers2 attraction of new customers2
de-elopment of customer relationships2
increased sales and mar1et shares2 enhanced corporate image2 reduced costs and
increased profit margins and business
performance ('arasuraman et al.2 "##$D Bauer et al.2 "##$). ,hese benefits ma. e6plain
the obser-ed increase in the le-el of
technolog. adoption in the deli-er. of ban1ing ser-ices (Kala1ota and Chinston2 !::<D
Bauer et al.2 "##$).
B. =onception of Internet Ban1ing7
,he most general t.pe of electronic ban1ing in our times is ban1ing -ia the Internet2 in
other words Internet ban1ing. ,his t.pe
of ban1ing allows consumers to chec1 the balances in their accounts2 transfer funds and
order electronic bill pa.ments. Internet
ban1ing s.stems allowing customers to appl. for loans2 trade stoc1s or mutual funds2 and
e-en -iew actual images of their chec1s
or deposit slips. ,he ser-ices a-ailable for Internet ban1ing -ar. from ban1 to ban1.
*owada.s the Internet is the main channel for
electronic ban1ing. Internet ban1ing offers man. benefits to ban1s and their customers
(Kar4aluoto2 "##"). ,he main benefits to
ban1s are cost sa-ings2 reaching new segments of the population2 efficienc.2
enhancement of the ban10s reputation and better
customer ser-ice and satisfaction (Ja.awardhena and ?ole.2 "###). ,o customers Internet
ban1ing offers also new -alue. Cith the
help of the Internet2 ban1ing is no longer bound to time or geograph.. =onsumers all o-er
the world ha-e relati-el. eas. access to
their accounts "9 hours per da.2 se-en da.s a wee1. It ma1es a-ailable to customers a full
range of ser-ices including some
ser-ices not offered at branches. Internet ban1ing has the ad-antage that the customer
a-oids tra-elling to and from a ban1 branch.
In this wa.2 Internet ban1ing sa-es time and mone. pro-ides con-enience and
accessibilit. (Kar4auloto2 "##;). =ustomers can
manage their ban1ing affairs when the. want2 and the. can en4o. more pri-ac. while
interacting with their ban1. It has been
claimed that Internet ban1ing offers the customer more benefits at lower costs (Mols2
!::&). ,urban et al. ("###) indicated that
Internet ban1ing is e6tremel. beneficial to customers because of the sa-ings in costs2
time and space it offers2 its quic1 response to
complaints2 and its deli-er. of impro-ed ser-ices2 all of which benefits ma1e for easier
ban1ing.
II. EI,(A,B( (@I(C
Safeena et al ("#!#) determines the consumer0s perspecti-e on internet ban1ing
adoption. ?inding shows that percei-ed
usefulness2 percei-ed ease of use2 consumer awareness and percei-ed ris1 are the
important determinants of online ban1ing
adoption and ha-e strong and positi-e effect on customers to accept online ban1ing
s.stem.
Bppal2 .K ("#!!) threw light on growth of information technolog. in -arious ban1s.
,he ob4ecti-e of this research is to
anal.5e the e6tent of technological de-elopments in -arious ban1 groups. ?indings shows
as compared to new pri-ate sector
ban1s and foreign ban1s2 in public sector ban1s -er. less I, has ta1en place. ,he
ma6imum technolog. is ta1ing place in new
generation pri-ate sector ban1s and foreign.
ao2 K. ama Mohana and Ea1ew2 ,e1este Berhanu ("#!!) e6amines the ser-ice qualit.
perceptions of customers of public
sector and pri-ate sector ban1s in the cit. of @isa1hapatnam2 India. ,he author re-eals
that the eliabilit. and Assurance
dimensions of ser-ice qualit. scored the highest ratings while the ,angibles dimension
got the lowest score. Moreo-er2 the stud.
found a strong dissimilarit. in ser-ice qualit. perceptions between customers of pri-ate
sector and public sector ban1s.
Santhi.a-alli2 F. ("#!!) determined the customer0s perception of ser-ice qualit. of the
select branches of State Ban1 of India
and stud. the ma4or factors responsible for their satisfaction. In this research S(GBAE
Model has been used and stud. indicates
that among fi-e dimensions 3eliabilit.02 3esponsi-eness02 3(mpath.0 and 3,angibilit.0
are the ma4or factors responsible for
customer satisfaction.
/harmalingam2 S. And Kannan2K. @. ("#!!) e-aluate the ser-ice qualit. in retail ban1ing
in the ,amil *adu2 based on
different le-els of customers0 perception regarding ser-ice qualit.. /ata are collected
from ,hree 'ri-ate Ban1s2 ie. I=I=I2 AHIS
and >/?= Ban1. Sample si5e of this research is "9#. ,he result indicates that customers0
perception is highest in the tangibles
area and lowest in the 'roduct @ariet. area.
Bahl 2Sarita 2("#!") determined that securit. and pri-ac. issues are the big issue in e+
ban1ing. If securit. and pri-ac. issues
resol-ed2 the future of electronic ban1ing can be -er. prosperous.
ahman.2 et al ("#!") determined that e+ban1ing is still a new technolog. in Bangladesh.
=hibue5e.2 et al ("#!;) shows that electronic ban1ing has impro-ed returns on the equit.
of *igeria ban1s.
Kaur 2Jas-een and Kaur 2Bal4it 2("#!;) shows that there is no significant difference in
facilities determining the customers0
usage of internet ban1ing ser-ices of 'ublic+sector2 'ri-ate+sector and ?oreign Ban1s in
India.
III. )BJ(=,I@(S )? ,>( S,B/I
,he stud. aims at identif.ing the o-erall customer perception towards the e+ban1ing
ser-ices. ,he stud. also aims at 1nowing
whether demographic -ariables of the customer ha-e influence on customer satisfaction
on e+ Ban1ing.
I@. >I'),>(S(S
,he stud. is based on the following h.potheses.
,here is no relationship between demographic -ariables of the respondents li1e Age2
)ccupation2 and their perception regarding
ser-ices of e+Ban1ing
>.poth.sisi J
@. (S(A=> M(,>)/)E)FI
In a -iew to precede the research in a s.stematic wa. the following research
methodolog. has been used. B. means of
obtaining detailed opinion of the customers2 this research falls under the categor. of
descripti-e research. Both primar. and
secondar. data collection was made. ,o collect the primar. data Guestionnaire is
prepared. A pilot stud. was conducted to
-alidate the reliabilit. of the questionnaire. ,he questionnaire includes questions on
demographic -ariable and the respondents
were as1ed to rate their perception le-el of e+ban1ing ser-ices on a fi-e point Ei1ert
scale. ,he questionnaires were widel.
circulated to the customers of different ban1s (an. customer who uses the e+ban1ing
ser-ices of an. ban1 in Aligarh cit. + Sample
respondents are selected using con-enient sampling method) through direct method and
also through email. About "$#
questionnaires are being circulated and responses were recei-ed from !:% customers and
$9 questionnaires were found to be
incomplete. ,he secondar. data is collected from maga5ines2 4ournals2 boo1s and
websites.
Bsing the remaining !:% complete questionnaire the data is edited2 coded and anal.5ed
using S'SS !!.$ using the tests li1e
A*)@A.
@. EIMI,A,I)*S )? ,>( S,B/I
,he stud. was conducted in Aligarh cit. and sample is -er. small hence the results
cannot be generali5ed.
@I. A*AEISIS A*/ I*,('(,A,I)*
,o anal.5e the two h.potheses2 different demographic -ariables are considered. ,he. are
Age Froup of the respondents and
)ccupation.
,),AE
!:+"#
"#+":
;#
9#
$#
total
,able !.!. Age Froup and 'erception of customer on e+ban1ing ser-ices + =ross
tabulation
* Mean Std. /e-iation Std. (rror
:$K =onfidence Inter-al for
Mean
Eower Bound
Eower
Bound
!:+"# ".$# .%#< .!;% "."" ".<&
"#+": <# ".<; .%;$ .#<% ".$& ".&&
;#+;: $# ".!# .<%; .!#& !.&& ".;"
9#+9: 9$ ".## .<;: .!!# !.<& ".""
$#+$: !! !.:! .&;! ."$! !.;$ ".9<
,otal !:% ".;; .<%: .#$$ "."" ".99
,he abo-e table depicts the relationship between the age and customer satisfaction on e+
ban1ing at $K le-el of significance.
Ma4orit. of the respondents belong to the age group of "#+": ha-e high le-el of
perception regarding the e+ban1ing ser-ices.
Ma4orit. of respondents who are between the age group of ;#+;: ha-e medium le-el of
perception regarding the e+ban1ing
ser-ices and ma4orit. of them who are between 9#+9: ha-e low le-el of perception and
ma4orit. of them who are between $#+$:
ha-e -er. low le-el of perception regarding the ser-ices of e+ban1ing
,able7!." A*)@A ,able
,),AE Sum of
Squares /f Mean Square ? Sig.
Between
Froups "!.!:" 9 $.":& !#.<;% .###
Cithin Froups :9."$" !:! .9:;
,otal !!$.999 !:$
,he abo-e table depicts that the p -alue is .### which is less than #.#$. So we re4ect the
null h.pothesis and accepted the
alternati-e h.pothesis. So there is significant relationship between age of the customers
and their perception towards the ser-ices
of e+ban1ing performance.
B. >.pothesis"7 ,here is no significant difference between occupation of the customer
and their perception toward the ser-ices of
(+ban1ing.
,able ".!. )ccupation and perception of customer on e+Ban1ing ser-ices+=ross tabulation
,),AE
* Mean
Std.
/e-iation Std. (rror
:$K =onfidence Inter-al for
Mean
Eower Bound Eower Bound
S(@I=(
=EASS 9# ".;" .&": .!;! ".#% ".$:
BBSI*(SS
=EASS 9: ".!9 .<%9 .!#: !.:" ".;%
')?(SSI)*AE $$ ".!; .<<! .!#9 !.:" ".;9
S,B/(*,S $" ".<; .$%9 .#<& ".$< ".&:
,otal !:% ".;; .<%: .#$$ "."" ".99
,able7 "." A*)@A ,able
,),AE Sum of
Squares /f Mean Square ? Sig.
Between
Froups !".;": ; 9.!!# <.%$" .###
Cithin Froups !#;.!!$ !:" .$;<
,otal !!$.999 !:$
@II. (=)MM(*/A,I)*S
reference
(?((*=(S
!. Afrou5. ?irou5eh2 LBan1s emplo.ees0 perception toward implementation of e+ban1ing
in Iran 7a comparati-e stud. among go-ernmental and pri-ate
ban1sM2 'h./ thesis2 Eulea Bni-ersit. of ,echnolog.2"##%
". Alagheband. 'arisa2 LAdoption of electronic ban1ing ser-ices b. Iranian customersM2
'h/ thesis 2Eulea Bni-ersit. of ,echnolog.2"##%
;. Aronsohn. et al2 L(+ban1ing and Ser-ice Gualit. )nlineM2 'h./ thesis2 Eunds
uni-ersitet2 =ampus >elsingborg2 "##%
9. Bahl.Sarita2 L(merging =hallenges in (+Ban1ing Bphea-als in Flobal ScenarioM2
IJ(B @olume !2 Issue <(Jul.) ISS*7 ""<< N !#!&2 "#!"
$. Bauer. et al2 LMeasuring the qualit. of e+ban1ing portals. International Journal of Ban1
Mar1etingM2 @ol. "; *o. "2 "##$2 pp. !$;+<$.
%. =hibue5e. et al2 L(lectronic Ban1ing and Ban1 'erformance in *igeriaM2 Cest African
Journal of Industrial A Academic esearch @ol.est % *o.!
March2 "#!;.
<. /aniel. (2 L'ro-ision of electronic ban1ing in the BK and the epublic of IrelandM2
International Journal of Ban1 Mar1eting2 @ol. !< *o. "2 !:::2 pp.
<"+&".
&. /harmalingam. S. and Kannan. K. @2 L=ustomer 'erception on Ser-ice Gualit. of *ew
'ri-ate Sector Ban1s in ,amilnadu + an (mpirical Stud.M2
JB?SI @olume !2 Issue $2 "#!!.
:. Ja.awardhena. =. and ?ole.. '2 L=hanges in the ban1ing sector7 the case of internet
ban1ing in the BKM2 Internet esearch7 (lectronic *etwor1ing
Applications and 'olic.2 @ol. !# *o. !2 "###2 pp. !:+;#
ACKNO'LED&EMENT
*othing concrete can be achie-ed without an optimal combination of inspiration and
perspirations. I owe a sense of gratitude to the intelligence and co+operation of those
people who had been so eas. to let me understand what i need from time to time for
completion of this e6clusi-e pro4ect. I am greatl. indebted to M". R($e)* B(++(
,Di"e%t#"-. M". Vi/() S*("m( ,B"(0%* He(-. M). J()1"eet K(u" ,A))i)t(0t
P"#2e))#"-. for their ad-ice and help which enabled me to finish this pro4ect report
properl. in time. I am also than1ful to (33 t*e "e)1#0e0t) whose -aluable information
helped me considerabl. in the successful completion of the stud.. I ha-e furthermore to
than1 m! 2"ie0) for all their help2 support2 interest2 -aluable hints and much needed
moti-ation. East but not the least2 I am -er. grateful to all those who had helped me in
one wa. or the other at e-er. stage of m. wor1.
/ate7 S*eet(3
ACKNO'LE&DMENT
,he accomplishment of this pro4ect was not being possible indi-iduall. without the
encouragement2 assistance and -aluable support from -arious sources. ,hus m. whole
hearted than1s to LAlmight.M. Knowledge and co+operation are essential for success in
an. field.
*o creati-e wor1 can be done in isolation. I got guidance2 moti-ation at e-er. step of our
progress. I would li1e to add a few heartfelt words for the people who were the part of
this pro4ect in numerous wa.s.
M. heartfelt gratitude to /r. a4esh Bagga2 /irector2 Apee4a. Institute of Management
,echnical =ampus2 Jalandhar who has gi-en me the opportunit. to emerge as
professionals in the field of management.
I owe a great debt of gratitude to Ms. Jaspreet Kaur2 Assistant 'rofessor in Management
/epartment2 m. pro4ect guide for her support. She guided to bring the pro4ect to its
completion. I would li1e to than1 m. Fod who helped me directl. or indirectl. in the
completion of this pro4ect.
TABLE OF CONTENTS
=ertificate i
'reface ii
Ac1nowledgment iii
CHAPTER NO. CHAPTER TITLE PA&E NO.
!. Introduction "+;;
". e-iew of Eiterature ;$+;&
;. *eed2 Scope A )b4ecti-es of the Stud. 9#
9. esearch Methodolog. 9"+9$
$. /ata Anal.sis A Interpretation 9<+%!
%. ?indings of the Stud. %;
<. =onclusion A ecommendations %$+%%
eferences %&
Anne6ure
A. Guestionnaire <#+<"