Customer Satisfaction in Bank Research

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Customer Satisfaction in Bank Research

Aditya Kumar



HDFC bank was founded in august 1994 It was among the first companies to receive an in principle approval from the Reserve Bank of India RBI to set up a branch in the private sector The bank operated as a commercial bank under the liberalization policies of RBI In February 2000 this bank experienced a merger with Times Bank owned by The Times Group Bennett Coleman co This was the first merger between two private banks in India 1 share of HDFC Bank was received by shareholder of Times bank for every 575 shares of their own

HDFC bank acquired Centurion Bank of Punjab on 23 May 2008 taking its total branches to more than 1000 The amalgamated bank came out with a base of Rs 1 22000 crores and net advances of about Rs 89000 crores

HDFC Bank Limited provides banking as well as various financial services to different corporations and middle upper income customers in India The bank operates through three main divisions which are wholesale banking retail banking and treasury operations HDFC also provides services like credit cards debit cards third party distribution investment advisory services card and automated teller machine ATM acquiring transactions and depositary services Foreign exchange and derivative products is provided by the treasury division The bank also provides telephone banking Net Banking Internet banking and mobile telephone banking servicesIt is the largest bank in India by market capitalization as of 24 February 2014 On January 2 2014 the market cap value of HDFC was found to be USD 2700B as compared to the credit Suisse group with USD 4800B It was promoted by the housing development finance corporation a premier housing finance company of India set up in 1977

Some of the latest achievement of HDFC bank are

Table 11 Achievements of 2014 and 2013



Best of Best Domestic BanksIndia


Dun Bradstreet Mannapuram Finance Limited Corporate Award 2014

Best corporate in Banking Sector



Best domestic bank in India

Best local cash management bank in India


Institute for development and research in banking technology awards

Best bank managing IT risks

Best bank best IT team



Best bank in India

To study the satisfaction received by the customer form HDFC staff as well as technical staff in Noida region Uttar Pradesh India
To study the areas in which the customer from this particular region invest in
To know the problems faced by the customers


31 Research design

Exploratory design has been selected as data has been collected from questionnaire as well as direct contact to understand the satisfaction level of the customer and to study the areas in which these customers prefer to invest their money

32 Data Collection Method

Most of the data has collected from secondary sources whereas for conduct of research the primary data has been collected through a structured questionnaire wherein a total of 120 respondents took part out of which only 100 have been taken into consideration inorder to reduce the error This data collected is from Noida region only and has been collected according to the convenience of the researcher

33 Sampling

The study mainly deals with the satisfaction of the customer in Noida Uttar Pradesh India The required data was collected through a pretested questionnaire administered on a combination of convenience andjudgment sample of 100 individual investors Judgment sample selection isdue to the time Respondents were screened and inclusion was purely on the basis of their knowledge about financial organizations HDFC in particular This was necessary because the questionnaire presumed awareness of some basic terminology used in these organizations The purpose of the survey was to understand where the interest of the customer lies when investing i

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