A

DISSERTATION REPORT

ON

A STUDY OF CUSTOMER’S SATISFACTION TOWARDS RUPAY CARDS(A COMPARATIVE STUDY OF SBI & HDFC BANK IN RUDRAPUR REGION)

Submitted in partial fulfillment for award of degree

MASTER OF BUSINESS ADMINISTRATION

(BATCH: 2013-2015)

SUBMITTED BY : SUBMITTED TO :

JASVEER SINGH MR. HEM SINGH

MBA 4TH SEMESTER (ASSISTANT PROFESSORROLL NO. : 130600500013 FACULTY OF MANAGEMENT)

SURAJMAL COLLEGE OF ENGINEERING & MANAGEMENT

SIROLLY, KICHHA, DISTT, (U.S.NAGAR) U.K.-263148

Affiliated to

UTTARAKHAND TECHNICAL UNIVERSITY, DEHRADUN

DECLERATION

I, Jasveer Singh hereby declare that the dissertation report titled “A Study Of Customer’sSatisfaction Towards Rupay Cards (A Comparative Study Of SBI & HDFC Bank In RudrapurRegion)” assign to me as per the requirement to the partial fulfillment of Master of BusinessAdministration degree from “Surajmal College of Engineering and Management” affiliated toUttrakhand Technical University, Dehradun is the original work done by me and the informationprovided in this study is authentic to best of the knowledge.

This study has not been submitted to any other institution or university for the award of any otherdegree

Name of Guide Name of Student(Mr. Hem Singh) (Jasveer Singh)

Project Coordinator(Miss Shilpi Saxena)

Head of Department(Miss Shilpi Saxena)

ACKNOWLEDGEMENT

Management is a profession where in no work can be accomplished without the help of a largenumber of people be it your superiors or subordinates. A good manager is the one who knowshow to get the work accomplished with the help of colleagues. As future managers we are taughtto practice such behavior at every step.

As a requirement for 2 year full time MBA course, I fell greatly honored for having done mydissertation report “A Study Of Customer’s Satisfaction Towards Rupay Cards (A ComparativeStudy Of SBI & HDFC Bank In Rudrapur Region)”

I am also thankful to my advisory Mr. Hem Singh (Facility of MBA department of SLSETcollege in kichha and all the faculty members to provide this opportunity to get familiar andlearn practically.

Last but not least I am thankful to all those people who help me directly or indirectly byproviding their valuable suggestions and cooperation.

I also thank my parents and my friends for their constant support and love.

With sincere thanks

JASVEER SINGH

PREFACE

“The study of “A Study Of Customer’s Satisfaction Towards Rupay Cards (A Comparative StudyOf SBI & HDFC Bank In Rudrapur Region)” as a part of curriculum, every student studyingMBA has to undertake A dissertation report on a particular subject assigned to him/her.

Accordingly, I have been assigned the project work on the study of a Comparative study ofcustomer’s satisfaction towards Rupay cards of HDFC and SBI ( A study of bank in Rudrapurregion).

“A Study Of Customer’s Satisfaction Towards Rupay Cards (A Comparative Study Of SBI &HDFC Bank In Rudrapur Region)”

The various information regarding “A Comparative Study Of Customer’s Satisfaction” Suchas classification, determinants, sources have been discussed relating to HDFC AND SBI.

The present study was undertaken to know the preference of the customers towards HDFC Bankand State Bank of India (SBI). The main problem of the customers is they are not wellaware of the services provided by their banks. The study also force on the customerperception that how the banking service can be improved. In our study we have used bothprimary sources of data as well as secondary sources of data. During project we came toknow that both the banks are highly preferred by the customers but their preference isdifferent up to some extent towards the service of these banks..

At HDFC and SBI. A Comparative Study Of Customer’s Satisfaction has shown increase in theperiod of study. This shown customer’s satisfaction is managed effectively and the other entiredepartment is working in perfect co-ordination to ensure the progress of hdfc and sbi banks. , butI have given some suggestions conclusions o the basis of my dissertation report .

TABLE OF CONTENTS

TOPICS PAGE NO.

CERTIFICATEDECLERATIONACKNOWLEDGEMENTPREFACE

CHAPTER :- 1 1-21. INTRODUCTION 12. OBJECTIVE OF STUDY 23. SCOPE OF STUDY 2

CHAPTER :-2 3-31TOPIC PROFILE 3LITRATURE REVIEW 27

CHAPTER :-3RESEARCH METHODOLOGY

32-33

1. RESEARCH PROBLEM 322. RESEARCH TYPE 323. RESEARCH & SAMPLING DESIGN 324. DATA COLLECTION SOURCES 335. STATISTICAL TOOLS AND TECHNIQUE 33

CHAPTER :-4DATA ANALYSIS AND

34-44

INTERPRETATION

CHAPTER :-5 45-461. FINDINGS 452. CONCLUSION 453. LIMITATION 46

BIBLIOGRAPHY ANNEXURE QUESTIONNAIRE

1

CHAPTER

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1.1 INTRODUCTION

RuPay is an Indian domestic card scheme conceived and launched by the National PaymentsCorporation of India (NPCI). It was created to fulfill the Reserve Bank of India’s desire to have adomestic, open loop, and multilateral system of payments in India. RuPay facilitates electronicpayment at all Indian banks and financial institutions, and competes with MasterCard and Visa inIndia. NPCI maintains ties with Discover Financial to enable the card scheme to gaininternational acceptance.

Customer satisfaction refers to how satisfied customers are with the products or services theyreceive from a particular agency. The compare level of customer satisfaction toward HDFC andSBI banks is determined not only by the quality and type of customer experience but also by thecustomer’s expectations.

The origin of the State Bank of India goes back to the first decade of the nineteenth century withthe establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bankreceived its charter and was re-designed as the Bank of Bengal (2 January 1809). A uniqueinstitution, it was the first joint-stock bank of British India Sponsored by the Government ofBengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followedthe Bank of Bengal. These three banks remained at the apex of modern banking in India till theiramalgamation as the Imperial Bank of India on 27 January 1921.

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian bank".They realized that only a single-minded focus on product quality and service excellence wouldhelp them to get there.

HDFC Bank, one amongst the firsts of the new generation, tech-savvy commercial bank of indiawas set up in august 1995 after the Reserve Bank of India allowed setting up of Banks in theprivate sector. The Bank was promoted by the Housing Development Finance CorporationLimited, a premier housing finance company (set up in 1977) of India. Net Profit for the yearended March 31, 2006 was up 30.8% to Rs 870.8 crores.

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1.2 OBJECTIVES OF THE STUDY

To know preference of customers regarding Rupay cards of HDFC & SBI banks.

To analyze which facility influences the customer most while selecting Rupay cardsServices.

To compare the Rupay cards services provided by HDFC & SBI banks.

To make aware about the Rupay cards services provided by HDFC & SBI banks.

1.3 SCOPE OF THE PROJECT

Personal visit to the branches of SBI and HDFC banks was done to collect the first handinformation. Study is done with the special reference to the region,Rudrapur City.

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CHAPTER

3

2 (A). TOPIC PROFILE

RuPay is an Indian domestic card scheme conceived and launched by the National PaymentsCorporation of India (NPCI). It was created to fulfill the Reserve Bank of India’s desire to have adomestic, open loop, and multilateral system of payments in India. RuPay facilitates electronicpayment at all Indian banks and financial institutions, and competes with MasterCard and Visa inIndia. NPCI maintains ties with Discover Financial to enable the card scheme to gaininternational acceptance.

BACKGROUND

The IndiaPay scheme was conceived by the National Payments Corporation of India as analternative to the MasterCard and Visa card schemes, and to consolidate and integrate variouspayment systems in India. It was renamed to RuPay to avoid naming conflicts with otherfinancial institutions using the same name.[6] The RuPay card was launched on 26 March2012. NPCI entered into a strategic partnership with Discover Financial Services (DFS) forRuPay Card, enabling the acceptance of RuPay Global Cards on Discover’s global paymentnetwork outside of India.

On 8 May 2014, RuPay has been dedicated to India by President of India, PranabMukherjee at RashtrapatiBhavan, New Delhi.

ACCEPTANCE

RuPay cards are accepted at all automated teller machines (ATMs) across India under NationalFinancial Switch, and under the NPCI's agreement with DFS, RuPay cards are accepted on theinternational Discover network. According to the data published by National PaymentsCorporation of India, there are around 145,270 ATMs and more than 875,000 point of sale (PoS)terminals in India under the RuPay platform. In addition to the ATMs and PoS terminals, RuPaycards are accepted online on 10,000 e-commerce websites. with the same PIN which they usefor ATM transactions.

RuPay cards are accepted at all PoS terminals in India. To enable this, RuPay has certified 25major banks in India to accept the RuPay card at their respective PoS terminals located atdifferent merchant locations.

ISSUERS

Banks in India are authorized to issue RuPay debit cards to their customers for use at ATMs, PoSterminals, and e-commerce websites. About 240 banks, including all major public sector banks,

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currently issue RuPay cards to their customers, RuPay cards are also issued at about 200cooperative and rural banks to promote financial inclusion.

RUPAY EMV

NPCI has rolled out its chip card for high security transactions using EMV (Europay,MasterCard and Visa) chip technology, which is a global standard for debit and credit cards.RuPay chip cards have an embedded microprocessor circuit containing information about thecard holder and because transactions are PIN-based rather than signature-based.

RUPAY FOR FARMERS

RuPay also provides a unified "Kisan Card", issued by banks across the country under KisanCredit Card, enabling farmers to transact business on ATMs and PoS terminals.

PUNGRAIN (Punjab Grains Procurement Corporation Ltd), pays commission agents through theRuPay Debit Card, and developed a commission agents network called the KisanArhtiaInformation and Remittance Online Network (KAIRON) with the help of the National PaymentsCorporation of India.

Kotak Mahindra Bank in partnership with RuPay rolled out an initiative for financial inclusion,where the dairy farmers across 75 cooperative societies of AMUL in regions of Burdwan andHooghly of West Bengal will be able to get their payments directly into their account on thesame day of sale of milk.

The same model is planned to be adopted in the state of Gujarat where 1200 cooperativesocieties comprising over 300,000 dairy farmers will be the part of the programme.

HISTORY

President of India on 8 May 2014 launched Rupay, Indigenous Card payment System atRashtrapatiBhawan in Delhi. RuPay is the coinage of two terms Rupee and Payment.

Reserve Bank of India (RBI) envisioned the need for such an indigenously managedservice in 2005. National Payments Corporation of India (NPCL) developed the Rupayplatform.

Rupay is the seventh card payment system in the world after Visa, MasterCard, AmericanExpress, Discover, Diners Club, and JCB.

Features of RuPay

It can be used at ATMs, Points of sale and also for online purchases.

Rupay card will be use with a PIN. It is possible to withdraw 25000 rupees using thecard. Up to 50000 rupees can be spent at Point of sale terminals.

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The variant of Rupay card is Kisan Card which is issued by 43 Public Sector Banks(PSBs).

RuPay Scheme provide flexibility to card issuing banks to issue special purpose cardslike Kisan Cards, Milk Procurement Cards, Grain Procurement Cards and FinancialInclusion Cards.

The user of Rupay will need to pay at least 40 percent fewer charges for each transactionclearing and settlements when compared to other international platforms.

Expansion of RuPay

The total number of banks issuing RuPay cards is now more than 250 and the card baseas on April 2014 was at 20 million plus. More than 150 cooperative banks and theregional rural banks (RRBs) have also issued RuPay ATM card.

Government sector banks already set up 25331 ATMs in which Rupay can be used. Inthe present financial year 2014-15, another 9000 ATMs will be set up. These cards canbe used in more than 1.6 lakh ATMs and 95% of POS terminals and almost all e-commerchants.

Currently, over 12 per cent of GDP worth cash and coins are in circulation which is quiethigh.

Benefits of RuPay Card

The benefits of RuPay debit card are the flexibility of the product platform, high levels ofacceptance and the strength of the RuPay brand-all of which will contribute to anincreased product experience.

Lower cost and affordability

Customized product offering

Protection of information related to Indian consumers

Transaction and customer data related to RuPay card transactions will reside in India

Provide electronic product options to untapped/unexplored consumer segment

Inter-operability between payment channels and products

Rupay card also offer facilities such as personal accident insurance and permanentdisability cover to the card holder.

Soon, it will be possible to use Rupay in foreign countries as the company is lookingahead with Discover Financial Services of US for Western world and JCB of Japan forEastern world.

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About Other Cards

Master Card:

It is an American multinational financial services corporation headquartered at New York,United States. It was founded in December 1966. Throughout the world, principal business ofMasterCard is to process payments between the banks of merchants and the card issuing banks orcredit unions of the purchasers.

Visa Card

It is an American multinational financial services corporation headquartered in Foster City,California, United States. It was founded in 1958.

American Express Card

American Express Company, also known as AmEx, is an American multinational financialservices corporation headquartered in Three World Financial Center, Manhattan, New York,United States.

Discover Card

The Discover Card is a credit card which is issued primarily in the United States. It wasannounced by Sears in 1985.

Diners Club

Diners Club is a charge card company formed in 1950. It became the first independent creditcard company in the world.

Japan Credit BureauJapan Credit Bureau (JCB) is a credit card company based in Tokyo, Japan. It is accepted at JCBmerchants, Discover Network Merchants in the United States, and Union Pay Merchants inChina. It was founded in 1961.

RuPay plans in India ( HDFC& SBI Bank)

This is how RuPay plans to battle with Visa and MasterCard The National Payment Corporationof India (NPCI) has charted out a three year growth plan to expand base of its newly launchedfirst ever indigenous payment gateway - Rupay. This in turn, is likely to give a good run formoney to the multinational biggies like Visa or MasterCard. Saikat Das Moneycontrol.com TheNational Payment Corporation of India (NPCI) has charted out a three year growth plan toexpand base of its newly launched first-ever indigenous payment gateway - Rupay. This in turn,is likely to give a good run for money to the multinational biggies like Visa or MasterCard. Itnow plans to use its just-launched debit cards for online transactions. RuPay market share iscurrently not so significant. However, our growth plan will make it a major rival force to othertwo existing players in next three-five years, A P Hota, Chief Executive Officer toldMoneycontrol.com. We have crossed initial two levels of growth for RuPay. In September, we

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will add internet acceptability to our existing RuPay debit card. We have already closed a dealwith a US based IT-solution provider. Later in March 2013, we will issue RuPay-enabledinternational debit cards. Finally, we will launch RuPay credit cards in March, 2015, said Hota.NPCI, promoted by 10 banks under the aegis of Indian Banks Association (IBA) had introducedRuPay enabled ATM cards in June, 2011. Two lakh ATM cards are already in the market. OnMarch 26, 2012 it launched debit cards, which can be used in ATMs and different point of sales(PoS). So far, four banks including Union Bank of India, Bank of India, State Bank of India andAxis Bank have joined the network of RuPay debit cards. This means, a customer of any of thosebanks can use such debit cards. NPCI, according to Hota, is in talks with ICICI Bank andHDFC Bank , the lenders with majority of PoS terminals. Together these two entities own morethan half of India's 6 lakh total PoS terminals. At present, RuPay is accepted in 2.10 lakh PoSterminals enabled by Axis Bank and SBI . Such terminals are kept in different merchant outletswherein you can swipe your debit or credit card. Both ICICI Bank and HDFC Bank are in theprocess of rebuilding the system. They have indicated joining the network in July. So, RuPaycard's acceptance in all 6 lakh terminals is a time-taking affair,Hota said. So, what lure banks toRuPay? Answer: It is cost effective. Banks have to pay less to the payment gateway provider.For example, banks have to pay nearly Rs 2 for a customer’s transaction size of Rs 1,600 inRuPay network while the same is around Rs 2.80 with Visa or MasterCard. Secondly, there is noentry fee for banks to enter RuPay network while lenders would have to pay around Rs 25 lakheach in case of other two providers. Finally, banks need not pay a minimum quarterly fee in theRuPay network. However, the same fee would be in the range of Rs 10-30 lakh for other twomajor gateways. Moreover, RuPay helps in financial inclusion as many co-operative banks andregional rural banks (RRBs) are included in its network. RuPay has just issued the debit card.They will have to build the customer base on this. We are looking at all options to join anypayment network. Once the Rupays commercial operation get fully functional, we will be able tocompare the cost structure of different gateways, said a retail head of a large private sector bank,who does not wish to be named. saikat.das@network18online.com ICICI Bank stock price OnApril 30, 2015, ICICI Bank closed at Rs 331.25, up Rs 1.10, or 0.33 percent. The 52-week highof the share was Rs 393.30 and the 52-week low was Rs 247.00. The company's trailing 12-month (TTM) EPS was at Rs 19.27 per share as per the quarter ended March 2015. The stock'sprice-to-earnings (P/E) ratio was 17.19. The latest book value of the company is Rs 126.23 pershare. At current value, the price-to-book

QUERIES ABOUT RUPAY CARDS (Frequently Asked Questions (FAQs)

PRADHAN MANTRI JAN-DHAN YOJANA (PMJDY)

Life Insurance: Procedure & Forms

Forms & Procedure for claiming Life Insurance Cover of Rs. 30, 000/- under PradhanMantri JanDhanYojana.

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What is PradhanMantri Jan-DhanYojana?

PradhanMantri Jan-DhanYojana (PMJDY) is National Mission for Financial Inclusion to ensureaccess to financial services, namely, Banking/ Savings & Deposit Accounts, Remittance, Credit,Insurance and Pension in an affordable manner.

How is PMJDY different from the earlier Financial Inclusion Plan (Swabhimaan)?

PMJDY focuses on coverage of households as against the earlier plan which focused oncoverage of villages. It focuses on coverage of rural as well as urban areas. Earlier plan targetedonly villages above 2000 population while under PMJDY whole country is to be covered byextending banking facilities in each Sub-Service area consisting of 1000 – 1500 households suchthat facility is available to all within a reasonable distance, say about 5 Km.

Whether Joint account can be opened in PradhanMantri Jan-DhanYojana?

Yes, joint account can be opened.

Under this Scheme, where can I open an account?

Account can be opened in any bank branch or Business Correspondent (Bank Mitr) outlet.

What is BSBDA Account?

Basic Savings Bank Deposit Account (BSBDA) has been defined by RBI vide its circular dated10.08.2012. Its salient features are:

There is no requirement of minimum balance. The services available include deposit and withdrawal of cash at bank branch as well as

ATMs; receipt/credit of money through electronic payment channels or by means ofcollection/deposit of cheques.

Maximum of 4 withdrawals a month including ATM withdrawal. No such limit fordeposits.

Facility of ATM card or ATM-cum-Debit card. These facilities are to be provided without any extra cost.

Whether there are any restrictions like age, income, amount etc. criteria for openingBSBDA by banks for individuals?

Any individual above the age of 10 years can open BSBDA Account.

What is RuPay Debit Card?

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Rupay Debit Card is an indigenous domestic debit card introduced by National PaymentCorporation of India (NPCI). This card is accepted at all ATMs (for cash withdrawal) and atmost of the PoS machines (for making cashless payment for purchases) in the country.

What is PIN Number?

Personal Identification Number (PIN) is randomly generated code for use of ATM Card at thetime of withdrawal of money from ATM Machine and also at the time of making payment onPoS.

How to keep your RuPay Card safe?

Beneficiary of RuPay Card is required to keep the Card in safe custody. PIN should be changedat frequent intervals and should never be shared with anyone. While using the card at ATMMachine or PoS, PIN should be entered in machine very secretly so that nobody could evenguess about the PIN Number. As far as possible, Card should be used at authorized places /centres only. Besides, PIN number should never be written on the Card.

What is special advantage of RuPay Debit Card?

It provides accidental insurance cover upto Rs.1.00 lac without any charge to the customer.

Whether illiterate customers can be issued RuPay Card?

Yes. However, Branch Manager will have to advise all the related risks to the illiterate account-holder at the time of issuance of RuPay Card.

How to link Mobile Number with Bank Account?

Mobile Number of an account holder is entered in customer’s account in CBS System by theBank on the basis of information given in the Account Opening Form. Also, for existingaccounts, banks permit seeding through ATM, SMS from registered mobile, net-banking or onmaking a request in the branch (there may be variations depending on the bank).

How to keep debit card operational?

To get benefit of Accidental Insurance Cover, RuPay Debit Card must be used at least once in 45days.

How long is the debit card valid and how to get Debit Card renewed ?

Debit Card expiry date is mentioned on the Card itself. Account-holder is advised to get issuednew card well before expiry date of his/her existing card by giving fresh application to theconcerned bank.

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If someone has two or more accounts and two or more RuPay Debit Cards, whetheraccidental insurance cove is available in each account / each card?

Accidental insurance cover is available only in one account.

What is PoS Machine?

PoSstands for Point of Sale. PoS Machine is a small device installed at almost all BusinessCentres to facilitate cashless purchases to their customers.

Does a person already having a Bank account in any bank needs to open another accountunder PradhanMantri Jan-DhanYojna (PMJDY) to get the Accidental Insurance Benefitunder the Scheme?

A person who is already having a bank account with any bank NEED NOT open a separateaccount under PMJDY. He/she will just have to get a RuPay Card issued in his existing accountto get the benefit of insurance. Credit facility can be extended in the existing account if it isbeing operated satisfactorily.

What is the concept of overdraft of Rs.5000/- in PMJDY Account and for whom this facilityis available?

Overdraft facility upto Rs.5000/- will be available to one account holder of PMJDY perhousehold after 6 months of satisfactory conduct of the account. To avoid duplication, Aadhaarnumber will also be required. If Aadhaar number is not available, then Bank will do additionaldue diligence and also seek declaration from the beneficiary.

Whether Overdraft facility can be availed in more than one account?

Overdraft facility upto Rs.5000/- is available in only one account per household, preferably ladyof the household.

What is Accidental Insurance Cover? Who will pay the premium ?

Accidental Insurance Cover is Rs.1.00 lac and no premium is charged to the beneficiary -- NPCIwill pay the premium. At present the premium is Rs.0.47 per Card.

If both husband and wife is opening accounts under PMJDY are they eligible forAccidental Insurance Cover of Rs.1.00 lac and overdraft facility of Rs.5000/- in both theaccounts separately?

Accidental Insurance cover of Rs.1.00 lac will be available to all account-holders. However,overdraft facility upto Rs.5000/- will be available to only one person in the family (preferablylady of the house).

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What documents are required to open an account under PradhanMantri Jan-DhanYojana?

i) If Aadhaar Card/Aadhaar Number is available then no other documents is required. If addresshas changed, then a self-certification of current address is sufficient. (ii) If Aadhaar Card is notavailable, then any one of the following Officially Valid Documents (OVD) is required: VoterID Card, Driving License, PAN Card, Passport& NREGA Card. If these documents also containyour address, it can serve both as “Proof of Identity and Address”. (iii) If a person does not haveany of the “officially valid documents” mentioned above, but it is categorized as ‘low risk’ bythe banks, then he/she can open a bank account by submitting any one of the followingdocuments:

dentity Card with applicant’s photograph issued by Central/State GovernmentDepartments, Statutory/Regulatory Authorities, Public Sector Undertakings, ScheduledCommercial Banks and Public Financial Institutions;

Letter issued by a gazette officer, with a duly attested photograph of the person.

Reserve Bank of India (RBI) vide its Press Release dated 26.08.2014 has further clarifiedas under:“Those persons who do not have any of the ‘officially valid documents’ can open “SmallAccounts” with banks. A “Small Account” can be opened on the basis of a self-attestedphotograph and putting his/her signatures or thumb print in the presence of an official of thebank. Such accounts have limitations regarding the aggregate credits (not more than Rupees onelac in a year), aggregate withdrawals (nor more than Rupees ten thousand in a month) andbalance in the accounts (not more than Rupees fifty thousand at any point of time). Theseaccounts would be valid normally for a period of twelve months. Thereafter, such accountswould be allowed to continue for a further period of twelve more months, if the account-holderprovides a document showing that he/she has applied for any of the Officially Valid Document,within 12 months of opening the small account.

If the present address is different than that of printed on Aadhaar Card, can the accountstill be opened under PradhanMantri Jan DhanYojana on the basis of Aadhaar Card?

If address has changed, then a self-certification of current address is sufficient.

Whether Cheque Book will be issued in accounts opened under PMJDY?

In PMJDY accounts are being opened with Zero balance. However, if the account-holder wishesto get cheque book, he/she will have to fulfill minimum balance criteria, if any, of the bank.

What are the direct / special benefits attached to PMJDY?

Special benefits attached to the scheme are:

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Interest on deposit. Accidental insurance cover of Rs.1.00 lac No minimum balance required. However, for withdrawal of money from any ATM with

Rupay Card, some balance is advised to be kept in account. Easy Transfer of money across India Beneficiaries of Government Schemes will get Direct Benefit Transfer in these accounts. After satisfactory operation of the account for 6 months, an overdraft facility will be

permitted Access to Pension, insurance products.

I have no official valid document for opening an account. Can I still open an account withbank?

Reserve Bank of India (RBI) vide its Press Release dated 26.08.2014 has clarified as under:“Those persons who do not have any of the ‘officially valid documents’ can open “SmallAccounts” with banks. A “Small Account” can be opened on the basis of a self-attestedphotograph and putting his/her signatures or thumb print in the presence of an official of thebank. Such accounts have limitations regarding the aggregate credits (not more than Rupees onelac in a year), aggregate withdrawals (nor more than Rupees ten thousand in a month) andbalance in the accounts (not more than Rupees fifty thousand at any point of time). Theseaccounts would be valid normally for a period of twelve months. Thereafter, such accountswould be allowed to continue for a further period of twelve more months, if the account-holderprovides a document showing that he/she has applied for any of the Officially Valid Document,within 12 months of opening the small account.

How much interest savings would earn in PMJDY Account?

Interest rate applicable for Saving Bank Accounts (presently @ 4 % in most of the banks) shallbe admissible to accounts opened under PMJDY Scheme.

How much interest will be charged by bank on overdraft facility in PMJDY?

Base Rate + 2 % or 12 %, whichever is lower. At present it will be 12 %.

Whether banks will be organizing Account Opening Camps in future also?

Yes. Nationalized banks have been asked to organize camps on all Saturdays from 8.00 AM to8.00 PM. Banks can hold additional camps on other days also.

If I have required papers for issuance of Aadhaar Card, can I get Aadhaar Card in Bankand open my account under PMJDY simultaneously?

Aadhaar Registration may be got done in Camps organized by UIDAI. In account openingcamps also, endeavor is to make Aadhaar Registration Counter available.

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Do you have to pay some fee to open a Bank account under PMJDY?

No. There is absolutely no charge / fee for opening an account under PMJDY.

Can a minor (below 18 years of age) open an account under PMJDY?

A minor of above the age of 10 years can open his / her Savings Bank account in any bank.

Who is Business Correspondent Agent / Bank Mitra and what is their role in PMJDY?

Business Correspondent Agents (Bank Mitras) are retail agents engaged by banks for providingbanking services at locations where opening of a brick and mortar branch / ATM is not viable.Scope of activities of Business Correspondents / Bank Mitra are as under:

Creating Awareness about savings and other products and education and advice onmanaging money and debt counseling.

Identification of potential customers. Collection and preliminary processing of various forms for deposits including verification

of primary information /data. Filling of applications / account opening forms Collection and payment of small value deposits and withdrawals. Receipt and delivery of small value remittances / other payment instructions. Furnishing of mini account statements and other account information. Any other service on behalf of the Bank, duly authorized by the appropriate authority etc.

How Bank Mitr helps us to use Banking Services?

Bank Mitr represent the bank concerned and enable a bank to expand its outreach and offerlimited range of banking services at low cost, particularly where setting up a brick and mortarbranch is not viable. Bank Mitrs, as agent of the Bank, thus are an integral part of the businessstrategy for achieving greater financial inclusion.

Who can be Bank Mitr?

Banks have been permitted to engage individuals / entities as Business Correspondent (BankMitrs) like (i) Retired Bank Employees (ii) Retired Teachers (iii) Retired Govt. Employees (iv)Ex-Servicemen (v) Individual owners of kirana / medical/ fair price shops, individual Public CallOffice (PCO) operators, Agents of Small Savings Scheme of Government of India / InsuranceCompanies, ‘for profit’ companies registered under the Indian Companies Act. Since 24.06.2014,RBI has permitted Non Deposit taking NBFCs as BCs in addition to above.Thereafter, suchaccounts would be allowed to continue for a further period of twelve more months, if theaccount-holder provides a document showing that he/she has applied for any of the OfficiallyValid Document, within 12 months of opening the small account.

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Can I get my PMJDY account transferred to other City / State upon my transfer posting toother States?

All banks participating in PMJDY are on CBS (Core Banking Solution) platform and the accountcan easily be transferred to any branch of the bank in any city/town as per the request of theaccount-holder.

What is USSD based transaction and how to use it?

USSD is abbreviated form of “Unstructured Supplementary Service Data”. USSD based MobileBanking offers basic Banking facilities like Money Transfer, Bill Payments, Balance Enquiries,Merchant Payments etc. on a simple GSM based Mobile Phone, without the need to downloadapplication on a Phone as required at present in the Immediate Payment Service (IMPS) basedMobile Banking. Transactions can be performed on basic phone handsets. The user needs toapproach his bank and get his mobile number registered. The bank will issue an MPIN (MobilePIN) to the user. The user thereafter needs to dial *99# and the menu for using USSD opens.Thereafter customer has to follow selections on the menu to complete the transaction. Charges asapplicable by the Telecom Operator (not more than Rs.1.50 per transaction as mandated byTRAI) may be applicable.

Exclusive Benefits of the RuPay Premium Debit Card Daily withdrawal Limit: Rs 25,000 Shopping limit on E-com and POS: Rs 1.25 Lacs

5% CashBack on Utility Bill payments made with your Debit Card Get Rs 5 CashBack for every Rs 100 that you spend through your Debit Card for utility

bill payments. CashBack of up to a maximum aggregate of Rs 50 per month per card can be

accumulated. Cashback will be given by the end of the subsequent month from the date of transaction.

Zero Fuel Surcharge As a RuPay Premium Debit Card holder, fuel surcharge levied on your Debit Card at any

fuel pump in India will be reversed by the end of the subsequent month from the date oflevy of the surcharge. (Up to a maximum of Rs 75 per month per card)

This waiver is valid at all fuel pumps across the country. The minimum transaction valueshould be Rs 300 or above.

Exclusive Offers on RuPay Premium Debit Card Welcome Vouchers - One-time usage offers:

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Cafe Coffee Day - Buy One Cappuccino, Get One Cappuccino free. to Know the list ofparticipating outlets.

The Mobile Store - Up to Rs. 1500 off on select handsets. to know the Store List.

Merchant Discounts: Cafe Coffee Day - 15% off on a minimum billing of Rs. 300. to Know the list of

participating outlets. IRCTC - Rs. 25 Cashback on booking done through www.irctc.co.in on minimum

transaction value of Rs. 300 (capped at 1 transaction / month) (Cashback on Cafe CoffeeDay and IRCTC will be processed as per MID & TID defined by NPCI under theprogram)

Personal Accidental Death / Permanent Disability Insurance of Rs. 2 lacs You are entitled to a Personal Accidental Death / Permanent Disability Insurance by

Air/Road/Rail - Sum assured Rs 2 lakhs

For any Claims under Personal Accidental Death / Permanent Disability Insurance to beaccepted and processed, the Cardholder should have carried out at least 1 transactionusing the RuPay Premium Debit Card, within 30 days prior to the event date.

Online Payment Ready Be it online shopping, payment of your utility bills or booking a movie ticket, just use the

HDFC Bank RuPay Premium Debit Card from the comfort of your home. What's more,we have added one extra layer of security, the RuPay Premium PaySecure

Service that confirms your identity with an extra password when you make the onlinetransaction.

Zero Liability Protection Sum up to Rs 1 lakh* You will not have any liability towards any fraudulent transactions on your Debit Card

that takes place 30 days prior to reporting the Card loss. This protection is only applicablefor Point-Of-Sale (POS) transactions and not for ATM/Online Debit Card/NetSafetransactions, subject to a maximum liability of Rs 1 lakh per Card. Please report loss ofCard immediately to our PhoneBanking service or visit the nearest HDFC Bank branchfor further assistance.

For any claims under Zero Liability to be accepted and processed, the Cardholder shouldhave carried out at least 1 transaction using the Debit Card, within 6 months prior to thedate of the disputed purchase transaction.

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Standing Instruction on Debit Card With Standing Instruction facility on Debit Cards, under BillPay, you can take care of

your bill payments automatically without having to write cheques and wait in queues.

For new bills, visit NetBanking>BillPay& Recharge tab > Add Biller > Enter new Billerdetails

For registered bills, log in to NetBanking> Go to BillPay& Recharge tab > StandingInstruction.

Also, Get 5% Cashback (max. CashbackRs. 100) on Utility / Telecom for the first 3months with Standing Instruction on Debit Card till 31st March'15. to Know More.

Airport Lounge Access RuPay Premium Airport Lounge Access program provides access to the participating

lounges two (2) times per calendar quarter per card in any of the 27 participating airportlounges. for list of Participating Airport Lounges and T&Cs.

Cardholder has to present the RuPay Premium Debit Card at the point of entry to availthe complimentary access.

A nominal transaction fee of Rs. 2 per access will be charged to the card.

Customer will need to enter valid PIN to complete the transaction.

Concierge Facility Concierge service will be available as a 24x7 service across India on best-effort basis. Services offered under the concierge service are detailed as under: Gift Delivery Assistance Flower Delivery Assistance Restaurant Referral and Arrangement Courier Service Assistance Car Rental and Limousine Referral and Reservation Assistance Golf Reservations Movie ticket sourcing Assistance Car Rental and Sight Seeing Assistance IT Return Assessment and filling assistance Investment Consultancy Insurance Consultancy RuPay Premium Debit Card Concierge service can be availed in English or Hindi by

calling toll free number - 1800-26-78729

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Most of the services will be on a chargeable basis as communicated by the serviceproviderfor Terms & Conditions.

For detailed Terms & Conditions of the offers, please Kindly note, effective 1st June2015, Movida service will be discontinued for HDFC Bank Debit Cards.

What are the charges of the RuPay Premium Debit Card? Annual fee per Card Rs 150 Replacement of damaged card: Free Free replacement of lost card: 200* Charge slip retrieval request: 100*

Balance Enquiry / PIN Change / Mini statement

Please Note:There are no charges for using the Debit Card at merchant locations for shopping and at HDFCBank ATMs. However, at railway stations and petrol pumps, transaction charges as per industrypractices will be applicable.

History of Banking in IndiaWithout a sound and effective banking system in India it cannot have a healthy economy Thebanking system of India should not only be hassle free but it should be able to meet newchallenges posed by the technology and any other external and internal factors. For the past threedecades India's banking system has several outstanding achievements to its credit. The moststriking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans inIndia. In fact, Indian banking system has reached even to the remote corners of the country. Thisis 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 thenationalization of 14 major private banks of India Not long ago, an account holder had to waitfor hours at the bank counters for getting a draft or for withdrawing his own money. Today, hehas a choice. Gone are days when the most efficient bank transferred money from one branch toother in two days. Now it is simple as instant messaging or dials a pizza. Money has become theorder of the day. The first bank in India, though conservative, was established in 1786. From1786 till today, the journey of Indian Banking System can be segregated into three distinctphases.

How do I use the RuPay Premium Debit Card?

Your HDFC Bank RuPay Premium Debit Card gives you access to your HDFC Bank Account atthe following locations:

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At Merchant Outlets for Shopping ?

RuPay Premium Debit Cards can be used at ATMs, merchant outlets and websites in India only

Effective 1st December, 2013, as per RBI mandate you need to complete the Point-of-Sale

transaction at merchant location using your ATM PIN.

Effective 1st December 2013, transaction at merchant outlet will be declined ifwrong/NO PIN entered.

This Debit Card is enabled for domestic transactions only i.e. for shopping at Merchantoutlet, domestic online websites and Cash withdrawals at domestic ATMs.

Present your Card to the merchant after selecting your purchases. The merchant will swipe the Card through the electronic terminal and enter the amount of

purchase. On approval, the terminal will print out a transaction slip with all the details of the

purchases. Check the slip and sign at the appropriate place. Your account with HDFC Bank will be debited online for the amount of your purchase

(Subject to availability of funds in your account). The merchant will return a copy of the transaction slip and your Card. Please ensure that

you have received your own CardFor online shopping with your RuPay Premium DebitCard.

You can shop online using your HDFC Bank RuPay Premium Debit Card by usingRuPay Premium PaySecure Service. Click Here for steps.

Simple Checkout Process

Select the goods and services from the merchant store/website and proceed to thepayment pageEnter your HDFC Bank Debit Card Number and the online store willconnect you with HDFC Bank, to check whether your Card is secured with RuPayPremium PaySecure Service.

In case your Card is not registered, HDFC Bank initiates a RuPay Premium PaySecureService pop-up window on your computer screen and registration happens during thetransaction itself. For subsequent transactions after registration, HDFC Bank initiates apop-up window on your computer screen that includes your personal message.

Look for and confirm your personal message, then enter your password. HDFC Bank willthen confirm your identity to the merchant at ATMs:

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At HDFC Bank ATMs you can avail the following services:

Account Selection Cash Withdrawal/Balance Enquiry Cheque/Cash Deposit Mini Statement of Accounts Account Statement/Cheque book Request Funds Transfer between your own Accounts PIN Change BillPay

At other banks’ ATMs, you can avail: Cash Withdrawal Balance Enquiry

Who's eligible for the RuPay Premium Debit Card? Both Residents and NREs can apply. Resident Indians should hold one of the following: Salary Account Savings Account Current Account

How do I apply for RuPay Premium Debit Card?Get details on eligibility criteria & documents required for RuPay Premium Debit Card.

Do you already have a HDFC Bank Account?All you need to do is download the application form, print it, and fill in your details. Then drop itoff at your local HDFC Bank branch. We will take care of the rest, and send the card to yourmailing address.

What if I don’t have a HDFC Bank Account?Download the Account Opening form, print it, and enter your information. This form willinclude the EasyShop Debit Card application – there’s no need to fill two forms. Take thesubmission to your closest HDFC Bank branch and we’ll complete the process.

Can I use the RuPay Premium Debit Card to pay online?Currently your RuPay Premium Debit Card can be used to make purchases from Domestic onlinemerchants who have the RuPayPaySecure certification displayed on their website.

Where can the RuPay Premium Debit Card be used?

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RuPay Premium Debit Card can only be used domestically, which is, at ATMs, merchant outletsand websites in India only.

For online transactions, is there a need to create a new password for RuPay Premium DebitCard with RuPayPaySecure?No, there is no need of a password with RuPayPaySecure and the ATM PIN is all a customerneeds to have. The authentication requires other credentials like image selection and pass phraseover and above the ATM PIN. Please refer the section "How do I use the RuPay PremiumDebit During the first phase the growth was very slow and banks also experienced periodicfailures between 1913 and 1948. There were approximately 1100 banks, mostly small. Tostreamline the functioning and activities of commercial banks, the Government of India came.Reserve Bank of India was vested with extensive powers for the supervision of banking in Indiaas the Central Banking Authority.

2.1 COMPANY PROFILE2.1.1 Overview of SBI

EVOLUTION OF SBIThe origin of the State Bank of India goes back to the first decade of the nineteenth century withthe establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bankreceived its charter and was re-designed as the Bank of Bengal (2 January 1809). A uniqueinstitution, it was the first joint-stock bank of British India Sponsored by the Government ofBengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followedthe Bank of Bengal. These three banks remained at the apex of modern banking in India till theiramalgamation as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either as aresult of the compulsions of imperial finance or by the felt needs of local European commerceand were not imposed from outside in an arbitrary manner to modern is India's economy. Theirevolution was, however, shaped by ideas culled from similar developments in Europe andEngland, and was influenced by changes occurring in the structure of both the local tradingenvironment and those in the relations of the Indian economy to the economy of Europe and theglobal economic framework.

EstablishmentThe establishment of the Bank of Bengal marked the advent of limited liability, joint stockbanking in India. So was the associated innovation in banking, viz. the decision to allow theBank of Bengal to issue notes, which would be accepted for payment of public revenues within arestricted geographical area. This right of note issue was very valuable not only for the Bank ofBengal but also its two siblings, the Banks of Bombay and Madras. It meant an accretion to the

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capital of the banks, a capital on which the proprietors did not have to pay any interest. Theconcept of deposit banking was also an innovation because the practice of accepting money forsafekeeping (and in some cases even investment on behalf of the clients) by the indigenousbankers had not spread as a general habit in most parts of India. But, for a long time, andespecially upto the time that the three presidency banks had a right of note issue, bank notes andgovernment 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 Eachcharter provided for a share capital, four-fifth of which were privately subscribed and the restowned by the provincial government. The members of the board of directors which managed theaffairs of each bank, were mostly proprietary directors representing the large European managingagency houses in India. The rest were government nominees, invariably civil servants, one ofwhom was elected as the president of the board.

2.2 PRODUCTS AND SERVICES PROVIDED BY SBI Savings Accounts Current Accounts Fixed Deposits

Loans Personal Loans

Home Loans Two Wheeler Loans

New Car Loans Car Loans Overdraft Against Car

Express Loans Gold Loan

Educational Loan loan Against Securities Loan Against Property

Loan Against Rental Receivables

Cardsa) Credit Cardsb) Debit Cards

Access Your Banki) Net Bankingii) Mobile Banking

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iii) ATMiv) Phone Banking

2.3 SWOT analysisSTRENGTH

Brand Name : SBI Bank has earned a reputation in the market over the period oftime(Being the oldest bank in India tracing history back to 1806)

Market leader: SBI is ranked at 380 in 2008 Fortune Global 500 list, and ranked 219 in2008 Forbes Global 2000. With an asset base of $126 billion and its reach, it is a regionalbanking behemoth.

Wide Distribution Network: Excellent penetration in the country with more than 10000core branches and more than 5100 branches of associate banks.

Diversified Portfolio: SBI Bank has all the products under its belt, which help to extendthe relationship with existing customer. SBI Bank has umbrella of products to offer theircustomers, if once customer has relationship with the bank Some Products, which SBIBank is offering are: Retail Banking Business banking Merchant Establishment Services(EDC Machine) Personal loans & Car loans insurance housing loans. GovernmentOwned: Government owns 60% stake in SBI. This gives SBI an edge over private banksin terms of customer security.

Low Transition Costs-SBI offers very low transition costs which attracts smallcustomers.

WEAKNESSES: The existing hierarchical management structure of the bank, although strength IN some

respects, is a barrier to change.

Though SBI cards are the 2nd largest player in the credit card industry, it has the highestnonperforming assets (NPAs) in the industry, which stand out to be at 16.28% (DEC2007).

Modernization: SBI lags with respect to private players in terms of modernization of itsprocesses, infrastructure, centralization, etc.

OPPORTUNITIES 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

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value.

Planning to add 2000 branches and 3000 ATMs in 2008-2009. This will furtherincreasing its reach.

Increasing trade and business relations and a large number of expatriate populationsoffers a great opportunity to expand on foreign soil.

THREATS 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 thelevel of competition and prove a potential threat for the market share of SBI bank.

Consumer expectations have increased many folds in last few years and the bank has notbeen responsive enough to meet them on time.

Private banks have started venturing into the rural and semi-urban sector, which used tobe the bastion of the State Bank and other PSU banks.

Employee Strike: There was an employee strike in the year 2006 which disrupted SBI’sactivities. This can be repeated in the future.

2.1.2 Overview of HDFC BANKHDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian bank".They realized that only a single-minded focus on product quality and service excellence wouldhelp them to get there.

HDFC Bank, one amongst the firsts of the new generation, tech-savvy commercial bank of indiawas set up in august 1995 after the Reserve Bank of India allowed setting up of Banks in theprivate sector. The Bank was promoted by the Housing Development Finance CorporationLimited, a premier housing finance company (set up in 1977) of India. Net Profit for the yearended March 31, 2006 was up 30.8% to Rs 870.8 crores.

Branch networkCurrently (2007), HDFC Bank has 583 branches located in 263 cities of India, and all branchesof the bank are linked on an online real-time basis. The bank offers many innovative products &services to individuals, corporate, trusts, governments, partnerships, financial institutions, mutualfunds, insurance companies. The bank also has over 1471 ATMs. In the next few months thenumber of branches and ATMs should go up substantially.

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ProfileThe Housing Development Finance Corporation Limited (HDFC) was amongst the first toreceive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in theprivate sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. Thebank was incorporated in August 1994 in the name of 'HDFC Bank limited', with its registeredoffice in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bankin January 1995.

HDFC BANK AND CENTURION BANK OF PUNJAB MERGERMerger of Centurion Bank of Punjab with HDFC Bankat share swap ratio of 1:29. The Schemeof Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nineshares of Centurion Bank of Punjab.

Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, “We wereamongst the first to get a banking license, the first to do a merger in the private Sector withTimes Bank in 1999, and now if this deal happens, it would be the largest merger in the privatesector banking space in India. HDFC Bank was looking for an appropriate merger opportunitythat would add scale, geography and experienced staff to its franchise. This opportunity aroseand we thought it is an attractive route to supplement HDFC Bank’s organic growth. We believethat Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent andapproach to business.

2.5 PRODUCTS AND SERVICES PROVIDED BY HDFC BANK

Savings Accounts Regular Savings Account Savings Plus Account

Savings Max Account No Frills Account

Retail Trust Account Salary Accounts Payroll

Classic Regular

Premium Defence Salary Account

Kid's Advantage Account Pension Saving Bank Account Family Savings Group

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Current Accounts Plus Current Account

Trade Current Account Premium Current Account Regular Current Account

Reimbursement Current Account RFC - Domestic Account

Fixed Deposits Regular Fixed Deposit

Super Saver Account Sweep-in Account

Loans Personal Loans Home Loans

Two Wheeler Loans New Car Loans

Car Loans Overdraft Against Car Express Loans

Gold Loan Educational Loan

loan Against Securities Loan Against Property

Loan Against Rental Receivables

Cardsc) Credit Cards

i) Silver Credit Cardii) Gold Credit Cardiii) Platinum Plus Credit Card

d) Debit Cardsi) Easy Shop International Debit Cardii) Easy Shop Gold Debit Cardiii) Easy Shop International Business Debit Card

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e) Access Your Banki) Net Bankingii) Mobile Bankingiii) ATMiv) Phone Banking

SWOT analysisSTRENGTH

Right strategy for the right products superior customer service vs competitors

great brand image high degree of customer satisfaction

good place to work lower response time with efficient & effective service dedicated work force making a long term career in the field

WEAKNESSES Customer service staff need training

OPPORTUNITIES Profits margins will be good

Could extent to overseas broadly Could seek better customer deals

THREATS legislation could impact great risk involved

very high competition prevailing in the industry lack of infrastructure in rural areas could constrain investment

CUSTOMER SATISFACTIONCustomer satisfaction refers to how satisfied customers are with the products or services theyreceive from a particular agency. The compare level of customer satisfaction toward HDFC andSBI banks is determined not only by the quality and type of customer experience but also by thecustomer’s expectations.

Banking means accepting the deposits from the customers for lending to the needy and extendingthe other services as to issue of DD etc. now a days after introduction of Public and privatesector banks. The banks have become a profit centre and the functions become changed and now

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banks are doing the insurance and mutual funds also. but nationalised banks are still serviceoriented in extending loans for Education loan, and rural development activities.

A Bank is an organization which lends money to the borrowers for a purposeful task, andprovides a facility to deposit and withdraw money when needed and charge for it. A customermay be defined as someone whohas a direct relationship with, or is directly affected by youragency andReceives or relies on one or more of your agency’s services or products.

Customers in human services are commonly referred to as service users, consumers or clients.They can be individuals or groups. An organization with a strong customer service culture placesthe customer at the centre of service design, planning and service delivery. Customer centricorganizations will. Determine the customer’s expectations when they plan listen to the customeras they design. andFocus on the delivery of customer service activities value customer feedbackwhen they measure performance.There are a number of reasons why customer satisfaction isimportant in Banking Sector. Meeting the needs of the customer is the underlying rationale forthe existence of community service organizations. Customers have a right to quality services thatdeliver outcomes. Organizations that strive beyond minimum standards and exceed theexpectations of their customers are likely to be leaders in their sector. andCustomers arerecognized as key partners in shaping service development and assessing quality of servicedelivery.

The process for measuring customer satisfaction and obtaining feedback on organizationalperformance are valuable tools for quality and continuous service improvement.

2 (B). LITERATURE REVIEW

1. GarimaChaudhary (2014)1 examinedin his study on a Performance Comparison ofPrivate Sector Banks with the Public Sector Banks in India:As discussed above, it hasbeen witnessed that the major area of concern for any bank is the customer service andcustomer satisfaction, thus just like the private sector banks, it is high time that the publicsector banks also start concentrating more on the customers and the services provided tothem. Top most rank held by a private bank is a clear indicator of the better performanceof the private banks due to their higher concern towards customer feedback, theirefficient management and thus yielding to higher productivity and networks throughoutIndia. To strive the cut throat competition given to the public sector banks by the privatesector banks, the public sector will have to pull up their shoes to be at the better half partof the race else the time is very near which can make these public sector banks just amemory or a history for everyone.

2. Denise K. Conroy(2013)2stated in his study titled (Customer satisfaction measures in the

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public sector: what do they tell us?) attempts to devise customer satisfaction measuresaccording to him there are a number of factors which can affect the interpretation ofresults - the nature of the customer, service provision, service quality and, for the public

sector, the extent to which consumer sovereignty exists. Resources may be better directedtowards setting and maintaining high levels of standard of service. This study addressesthe difficulties and highlights the complex nature of a customer or service beneficiarywho can be, at the same time, a taxpayer, voter, recipient of financial benefits, withexpectations of the public sector and its delivery agent, yet cannot choose anotherprovider.

3. dr. snehalkumar h mistry (2013)3Stated in his study on a measuring customersatisfaction in banking sector with special reference to banks of Surat city :With theeconomic growth of country is on accelerating mode, role of banking industry isalsoimportant in this growth. With the expansion of banking services to peoples excludedfrombanking services to large corporate searching fund for their activities, makes theimportance ofbanking services. New technologies are being introduced and there isalways a fear of economicuncertainties. Fierce competition, more demanding customersand the changing climate havepresented an unparalleled set of challenges (Lovelock,2001) for banks in the country. Therefore,customer satisfaction is the key for many banksto survive in competition. The purpose of thispaper is to identify the factors affectingcustomer satisfaction in Banks and analyze their effectson the level of customersatisfaction for attract the customers. The dimensions Reliability, Responsiveness andAssurance are found to be the most vital and strategic determinants of service quality andcustomer satisfaction for both public and private sector banks. If banks want to sustaincustomers on a long term basis, bankers should work towards 100% customer satisfactionthat automatically foster customer delight.

4. Amruth Raj Nippatlapalli (2013)4stated in his study on A Study On CustomerSatisfaction Of Commercial Banks:Case Study On State Bank Of India : Some light wasshed on some negative factors also like creating an awareness on online transactions,interest rates on loans, A.T.M. facilities etc.,That’s why Some suggestion were providedto the management like concentrating on Online services, solving banking problem with aquick time and promote loan facilities like industrial,business,agriculture,individual loansetc, with an attracting advertisements.

5. Dr. PriyaAnandIrabatti (2013)5statedin his study on a Customer Satisfaction of OnlineBanking in SBI and ICICI - A Comparative Study in Pune City :The internet banking hasbeen growing rapidly in India. The growth in recent year attracts many banks internetservices, the competition resulted into benefit to the customer. Within Pune city, due to

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industrial base and educational institutes, majority of customers are using internetbanking. These customers are from service class. ICICI is the pioneer bank in India.Therefore ICICI dominates in majority of the quality dimension. However in case ofquality dimension of ‘Privacy of Information’, it seems that people of India still trustpublic sector bank, ie SBI bank. The difference in service quality arises mainly becauseof skilled human resource and culture of bank. ICICI has attracted young and efficientstaff for the internet operations, while SBI still suffers due to the rigid mentality of theold employees. However in last few years, SBI came out as leading Public Sector bankproviding online services to customers.

6. Dr. Randhawa. S.S (2013)6statedin his study on a ATM services and customer’ssatisfaction level: a case study of public and private sector banks in Hamirpur district(HP): It is concluded from the above study that ATM acts as a “personal bank” to theATM card holders which provide the various facilities to the customers anytime,anywhere. Majority of the respondents are highly satisfied with the facilities as per thegeographical conditions of the rural areas. The habit of using ATM for various otherpurposes can be developed by creating the awareness about the various facilities of ATM.The public sector banks should concentrate on personal contact and problem solvingwhile private bank should concentrate on winning the confidence of the pubic towardsthe private banks. The proper security personnel must be deployed at every ATM roundthe clock so that proper co-ordination can be maintained between the banks and ATM i.e.information of shortage of cash, machine out of order, privacy and security. More cash inthe beginning of every month, pass book entry provision at ATM, deposit machine atevery ATM, cheque deposit facilities, proper maintenance, no hidden charges, acceptanceof local banks ATM i.e. H.P. state co-operative banks and The Kangra Central Co-operative Bank are the some suggestion which can play an important role in improvingthe effectiveness of ATM.

7. Ms. Linda Mary Simon (2012)7 statedin his study on A Study on Customer PerceptionTowards Services Provided By Public Sector Bank and Private Sector Bank :Theperceived quality of services provided by private sector bank (ICICI) is better than publicsector bank (Indian overseas bank) in Coimbatore city region. It is evident that pub licsector banks have a strong presence in the market, but in recent times they are facing stiffcompetition from private sector banks in the range and quality of services offered. In thepresent scenario banks have to be service oriented in order to keep ahead of competition.Public sector banks must concentrate on providing updated information to customersregarding the new services offered by them. They must also change their policies,customer service norms and service efficiency keeping in view the strategies adopted byprivate sector banks. In the prevailing scenario, a number of banks have adopt a new

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deployment strategy of infrastructure outsourcing, to lower the cost of service channels.As a result, other banks too will need to align their reinvented business models. Therequired changes at both the business and technology levels are enormous. In a highlycompetitive banking market, early adopters are profiting from increased efficiencies.

8. Maya BasantLohani*, Dr. Pooja Bhatia (2012)8statedin his study on a Assessment of ServiceQuality in Public and Private Sector Banks of India with Special Reference to Lucknow City :Inthe modern marketing customer satisfactions is of paramount importance. The study on servicequality in selected banks is measured in five dimensions by using SERVQUAL scale developedby Parasuraman et al (1988). The number of responses in the present research reveals that thereexists a small perceptual difference regarding overall service quality with the respective banks.The respondents of both the banks mostly concentrate on the staffs of the banks for improvingcustomer satisfaction while the bank have more concentration on the tangible factor like acomputerization, physical facilities, etc.

9. V. srihari (2012)9stated in his study ona comparative study on public sector banks (vs)private sector banks (a case study on state bank of india, canara bank vs city bank, icicibank):While public sector banksi.e.SBI and Canarabankare in the process of restructu-ring, private sector banks i.e. ICICI and City bank are busy consolidating throughmergers and acquisitions (the sector has been recently opened up for foreigninvestments). Public Sector Bank’s need to improve in the services like ATM’s,Creditand Debit cards. They lack behind in providing facilities like loans and other accounts.These branches are not interlinked with each other and working hours are less. In case ofPrivate sector banks i.e. ICICI and City banks customers are not aware of the facts andhidden costs in view, as there are various products and facilities provided by thebanks.All four banks are performing well and strewing hard to compete in the currentcompetitive Indian banking sector. Public sector Banks. i.e. SBI and Canara banks areperforming well. In fact recent statistics says SBI has lost its market share and Canarabank is performing well in all most all parameters. Whereas Private sector banks i.e.ICICI and City bank are also doing well. In fact City bank has adopted un ethical ways tocollect dues from customers which is quite not acceptable.

10. Harry Nowka,(2012)10stated Southwestern Oklahoma State University in their studytitled (Customer responses: a comparative study) stated wants to determine variousvariables which influence customers of a bar and grill. This comparative analysisincludes customer responses with comparisons made to the major competitor's customerresponses, student customer responses, and responses of a panel of non customersassembled to assess potential customer responses. This study indicates that location canbe a significant deterrent to expansion of the customer base. The personality of the ownercan have a positive impact on customer flow. Analysis of spending patterns indicates thatfood and pool were underutilized. The male/female ratio was a determinate of customer

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flow.

11. Dawn Iacobucci, Amy Ostrom, Kent Grayson (2012)11statedin their study titled(Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer)presents two studies that rely on divergent methodologies to examine whether or notquality and satisfaction have distinct antecedent causes, consequential effects, or both(i.e., whether or not they should be considered a single construct, or distinct, separableconstructs). They focus on consumers’ understanding and use of the words quality andsatisfaction; in both studies, respondents report whether or not they think quality andsatisfaction differ and if so, on what dimensions or under what circumstances. In the firststudy, they use the qualitative “critical incident” technique to elicit service attributes thatare 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 qualitycan be teased apart from satisfaction, from the respondents’ (consumers’) perspective. Inthe second study, to triangulate on the qualitative data, they experimentally manipulated anumber of service attributes drawn from both the first study and from the literature to seewhether or not they have differential impacts on judgments of quality and satisfaction.They did not presuppose that quality and satisfaction differ—rather, they askedrespondents to make a judgment either of quality or of satisfaction, defining the term asthey saw fit.

12. Antreas D Athanassopoulos (2012)12statedin his study titled(Customer SatisfactionCues To Support. .Market. .Segmentation. .and. .Explain. .Switching..Behavior).examined the customer satisfaction cues in retail banking services in Greece.The study proposes an instrument of customer satisfaction that contains service qualityand such other attributes as price, convenience, and innovation. The proposed frameworkof customer satisfaction was verified empirically yielding four distinct facets for businesscustomers and five for individual customers. The performance implications of thecustomer satisfaction instrument are also explored. What is shown is that customersegments, in fact, yield statistically different satisfaction scores, which verifies themanagerial value of customer segmentation practices. Finally, the facets of customersatisfaction as explanatory cues for the switching behavior of individual and businesscustomers were tested successfully.

13. Sultan Singh &Komal (2009)13 stated in their study entitled as, “Impact of ATM onCustomer Satisfaction”, make a comparative study of three major banks viz. State Bankof India, ICICI Bank and HDFC Bank. The study discusses the introduction of ATM inthe banking industry. It also includes the review of the various services provided by thethree banks. It also analyses the data collected for the banks which shows the servicequality of the banks

3

CHAPTER

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3.RESEARCH METHODOLOY

It describes the data collection method, the sampling plan, the tools of investigation, planningand testing of questionnaire and the limitations of the study. The study requires the data to becollected from two different sources i.e. the primary source and the Secondary source. Theprimary 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.

(A). RESEARCH PROBLEM

The data collected from the customer are qualitative in nature i.e., views, perception,satisfaction, opinion etc., may change from time to time.

The data collected are primary in nature. Hence there is chance for a biased of misleadingrespondent from the customer.

On few occasions customer were reluctant to give information, because they were busy

(B). TYPES OF RESEARCH Descriptive Study

(C). REAEARCH AND SAMPLE DESIGN

Research DesignPresent study enquired and brought forward the results concerning the set objectivesspecified before which relates to description of the state of affairs as a result it clearlystates that it was a DESCRIPTIVE STUDY, which included fact finding enquiries ofdifferent kinds.

SAMPLING DESIGN

Universe: - The universe was finite in this study, since the population of Rudrapur City iscertain and can be counted.

Sampling Unit: -The sampling unit is an individual (non-staff member) who is havingaccount in SBI and HDFC Banks.

Sample Size: - The sample size for the study was 70 individuals, non-staff members ofSBI and HDFC Banks, Rudrapur Out of which 35 belongs to SBI and 35 belongs toHDFC bank.

33

Sampling procedure: .-. Due to the time and resource constraints the conveniencesampling technique was used. The individuals were selected according to convenience tofill the questionnaires.

(D). DATA COLLECTION TECHNIQUES

Primary Data: Primary data was collected by means of questionnaires

Secondary. .data Secondary data collected by referring to various books, newspapers,magazines, journals and internet (details in bibliography)

(E). STATISTICAL TOOLS AND TECNINQUE

Pie charts Bar diagram

Comparative analysis

(F). SAMPLING TECHNIQUES Random sampling

4

CHAPTER

DATA ANALYSIS

COMPARATIVE STUDY

OF

SBI (SAMIPLE SIZE 35)

AND

HDFC BANK (SAMIPLE SIZE 35)

TOTAL SAMPLE SIZE 70

34

4. ANALYSIS1. SAMPLE SIZE

SBI 35

HDFC 35

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank. this total sample size is 70 but equally divided 35 respondents HDFC AND SBI Bank. 35SBI respondents and 35 HDFC Bank respondents.

SBI50%HDFC

50%

SAMPLE SIZE

35

2. COMPARATIVE STUDY OF AGE GROUP WITH GENDER OF CUSTOMERLINKING WITH SBI AND HDFC BANK

(a). AGE GROUP

AGE SBI HDFCLESS THAN 25 5 425-35 8 1235-45 6 745-55 12 955 & ABOVE 4 3

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank. customer age of less than 25 age customer is 5 is sbi and hdfc is 4 , under to 25 – 35 agedcustomer sbi is 8 and hdfc is high 12 , under to 35 – 45 aged customer sbi is 6 and hdfc is 7,under to 45 – 55 aged customer sbi is high 12 and hdfc is 9 and 55 to above customer sbi is 4and hdfc is 3.

0

2

4

6

8

10

12

14

less than 25 25-35 35-45 45-55 55& above

SBI

HDFC

36

(b). GENDER

GENDER SBI HDFCMALE 28 27FEMALE 7 8

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank .gender of customer male sbi is high 28and hdfc is 27 and female sbi is 7and hdfc is 8 insbi bank and HDFC Bank.

0

5

10

15

20

25

30

MALE FEMALE

SBI

HDFC

37

3. OCCUPATION OF THE CUSTOMERS OF SBI AND HDFC BANK

OCCUPTION SBI HDFCSERVICE 15 12BUSSINESMAN 6 13PROFESSIONAL 3 5STUDENT 8 3HOUSEWIFE 3 2

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank . occupation of sbi bank and HDFC Bank customer is following : service persons SBI is 15and hdfc is 12 , businessman persons SBI is 6 and hdfc is 13, professional persons SBI is 3 andhdfc is 5, student persons SBI is 8 and hdfc is 3 and housewife’s SBI is 3 and hdfc is 2.

0

2

4

6

8

10

12

14

16

SERVICE BUSINESMAN PROFESSIONAL STUDENT HOUSEWIFE

SBI

HDFC

38

4. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF SBI AND HDFCBANK

INCOME SBI HDFCNIL 0 2LESS THAN 50000 8 450000-150000 7 9150000-300000 10 8300000-500000 6 9500000- ABOVE 4 3

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank . income ofsbi bank customer is following : nil income persons SBI is 0 and hdfc is 2, less than 50000income persons SBI is 8 and hdfc is 4. under 50000 to 150000 income persons SBI is 7 and hdfcis 9 , under 150000 to 300000 income persons SBI is 10 and hdfc is 8, under 300000 to 500000income persons SBI is 6 and hdfc is 9 , and 500000 to above income persons SBI is 3 and hdfcis 4

0

2

4

6

8

10

12

SBI

HDFC

39

5. MOST IMPORTANT REASON FOR CHOOSING SBI AND HDFC BANK FORRUPAY CARD.

FACTORS SBI HDFCI have a traditional bank account with the same bank 12 3The brand name of the bank 4 6The excellent service offered by this bank 5 12Location advantage 4 7

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank andhdfcbank .show that most important reason for choosing sbi bank and hfdc bank. Most personselect to sbi bank a ndhdfc bank is many reason . so many person thing to choose sbi and hdfcbank that following : number of SBI is 12 and hdfc is 3 persons select that I have traditional bankaccount with the same bank , number of SBI is 4 and hdfc is 6 persons select that the brandname of the bank , number SBI is 5 and hdfc is 12 persons select that the excellent serviceoffered by this bank , and number SBI is 4 and hdfc is 7 persons select that location advantage.

0

2

4

6

8

10

12

14

I have a traditionalbank account with

the same bank

The brand name ofthe bank

The excellentservice offered by

this bank

Location advantage

SBI

HDFC

40

6. ACCOUNT FACILITY AVAILING IN THE SBI AND HDFC BANK FOR RUPAYCARD.

FACILITY SBI HDFCSaving’s account 18 21Current account 5 7Fixed deposit 12 6NRI account 0 1

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank .account facility show that many account advantage in sbi bank and hdfc bank . savingaccount holder persons SBI is 18 and hdfc is 21, current account holder persons SBI is 5 andhdfc is 7, fixed account holder persons SBI is 12 and hdfc is 6 and NRI account holder personsSBI is nil (zero) and hdfc is 1.

0

5

10

15

20

25

Saving's account current account fixed account NRI account

SBI

HDFC

41

7. HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE QUALITY(RUPAY CARD SERVICES) ON SCALE OF 1-5 PROVIDED BY BANK WHERE.

1-EXCELLENT, 2 GOOD , 3- ABOVE-AVERAGE , 4-AVERAGE , 5- BELOW AVERAGE

EXCELLENT GOOD ABOVEAVERAGE

AVERAGE BELOWAVERAGE

SBI HDFC SBI HDFC SBI HDFC SBI HDFC SBI HDFC

ACCESS 13 24 9 6 6 3 5 2 2 0COMMUNICATION 7 6 11 12 13 14 3 2 1 1CONFIDENTIALITY 15 7 10 22 6 4 3 2 1 0COURTEY 12 11 9 10 7 12 5 2 2 5RELIABILITY 14 15 9 8 4 6 5 4 3 2SECURTY 17 17 12 7 4 6 1 4 1 1RESPONIVENESS 9 14 7 8 12 6 5 4 2 3WAITING TIME 5 3 6 2 4 8 9 17 11 5

Interpretation:

This study funded that frequency in the excellent hdfc higher than sbi. A study funded thatfrequency in the good hdfc higher than sbi, a study funded that frequency in the average abovehdfc some equal than sbi, a study funded that frequency in the average hdfc higher than sbi and astudy funded that frequency in the excellent sbi higher than hdfc bank.

0

5

10

15

20

25

30

SBI HDFC SBI HDFC SBI HDFC SBI HDFC SBI HDFC

AVERAGE AVERAGE

EXCELLENT GOOD ABOVE AVERAGE BELOW

ACCESS

COMMUNICATION

CONFIDENTIALITY

COURTEY

RELIABILITY

SECURTY

RESPONIVENESS

WAITING TIME

42

8. WHICH FACILTY SATISFIES YOU MOST INCLUDED WITH RUPAY CARDSERVICES.

FACILITY SBI HDFCATM 13 10LOAN 7 4EARLY CHEQUE CLEARANCE 2 8PERPARATION OF DRAFTS 3 2INTEREST PACKAGE 3 3NET BANKING 3 5PHONE BANKING 4 3

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank. that show many facility satisfy to customer satisfaction level is following ; AMT rating sbiis 13 and hdfc is 10, loan rating sbi is 7 and hdfc is 4, early cheque clearance rating sbi is 2 andhdfc is 8, preparation of drafts rating sbi is 3 and hdfc is 2, interest package rating sbi is 3 andhdfc is 3, net banking rating sbi is 3 and hdfc is 5 and phone banking rating sbi is 4 and hdfc is 3.

0

2

4

6

8

10

12

14

SBI

HDFC

43

9. IF YOU ARE PROVIDED WITH BETTER SERVICES BY OPTIONAL BANKWOULD YOU LIKE TO MOVE TO OTHER BANK

PARTICULER SBI HDFCYES 6 9NO 29 26

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank . my questionnaires show that other bank provide better facility for your bank so you moveto other bank that sbi and hdfc bank customer response is yes person sbi is 6 and hdfc is 9 andno persons sbi is 29 and hdfc is 26.

0

5

10

15

20

25

30

35

YES NO

SBI

HDFC

44

10. OVERALL SATISFATION OF THE CUSTOMER WITH THE PERFORMANCE OFSBI BANK AND HDFC BANK PROVIDED TO RUPAY CARD.

SATISFACTION SBI HDFCEXCELLENT 8 7GOOD 6 12SATISFACTORY 18 8AVERAGE 3 5BELOW AVERAGE 0 3

Interpretation:

From the above graph it is clear that majority of the respondents are part of SBI Bank and HDFCBank . my questionnaires show that overall satisfaction level of sbi and hdfc bank customerresponse and measurement to five level sbi is 8 and hdfc is 7persons is vote to excellent , sbi is 6and hdfc is 12 persons is vote to good, sbi is 18 and hdfc is 8 persons is vote to satisfactory , sbiis 3 and hdfc is 5 persons is vote to average and sbi is 0 (zero) and hdfc is 3 persons is vote tobelow average .

0

2

4

6

8

10

12

14

16

18

20

EXCELLENT GOOD SATISFACTORY AVERAGE BELOWAVERAGE

SBI

HDFC

5

CHAPTER

45

5.1 FINDINGS

1. Customers were not fully aware of the Rupay cards services and the various chargeswhich they have to pay. Therefore Banks should try to give some more information to itsexisting customers.

2. Both the customers of Rupay cards from SBI and HDFC bank have suggested that thebank should open one of its branches in industrial area like focal point.

3. One of the most common suggestions was to lower down the minimum balance requiredin the saving s account.

4. Staff should be more co-operative to the customers.

5.2 CONCLUSION

The project report is based on the A Study Of Customer’s Satisfaction Towards Rupay Cards(AComparative Study Of SBI &HDFC Bank In Rudrapur Region)” During project we come toknow that both the banks are highly preferred by the customers but their preference is differentup to some extend towards the service of these banks. Following are the assumptions of theproject.

1. Range of the survey is limited to Patiala city. It may not hold the same result in thedifferent city.

2. The sample size for the survey is restricted up to 70. Out of Which 35 questionnaire wasfilled 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 ofthe survey.

46

5.3 LIMITATION

Though every effort was made to make the report authentic in every sense, yet there are fewfactors which might have their influence on the final report.

1. There was time shortage. Time provided to us was very short which make it difficult forus to conduct survey at wider range.

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 wereforced to restrict our sample size to 80.

4. Some biasness might have occurred in analysis. Because of lack of expert knowledge.

5. Best efforts were made to incorporate all-important variables in study, yet chances ofsome of variables not appearing in study are not ruled out.

6. Frequent developments in this sector can be a major reason of limitation in the study.

7. Biasness in views of respondents can’t be ruled out.

8. Resistance to change sometimes affects view of respondents.

6

CHAPTER

BIBLIOGRAPHY

BIBLIOGRAPHY

REFERENCES

Angur, M.G., Nataraajan, R. and Jahera, J.S. (2011), “Service quality in the bankingindustry: an assessment in a developing economy”, International Journal of Bank Marketing,Vol. 17 No. 3, pp. 116-23.

Armstrong, R.W. and Seng, T.B. (2010), “Corporate-customer satisfaction in the bankingindustry of Singapore”, International Journal of Bank Marketing, Vol. 18 No. 3, pp. 97-111.

"‘Aadhaar, chip & pin need to coexist’ - The Times of India". Timesofindia.indiatimes.com.Retrieved 2014-02-09.

Amruth Raj Nippatlapalli (2013) in his study on A Study On Customer Satisfaction OfCommercial Banks:Case Study”, International Journal of Bank Marketing, Vol. 21 No. 4, pp.191-201.

"Clipping of Mumbai, 06 April, 2013 :readwhere". Epaper.financialexpress.com. Retrieved 2014-02-09.

Denise K. Conroy(2013) in his study titled (Customer satisfaction measures in the publicsector:Journal of Retailing, Vol. 66, pp. 33-5.

Dr. Snehalkumar h mistry (2013) in his study on a measuring customer satisfaction in bankingsector with special reference to banks of surat city :Indian Marketing Journal, Vol. 16 No. 1, pp.48-61.

Dr. Priya Anand Irabatti (2013) in his study on a Customer Satisfaction of Online Banking in SBIand ICICI ,India Marketing Intelligence & Planning, Vol. 26 No. 4, pp. 359-74.

Dr. Satinder singh randhawa (2013) in his study on a atm services and customer’s satisfactionlevel: a case study of public and private sector banks in hamirpur district (hp) The InternationalJournal of Bank Marketing, Vol. 21 Nos 4/5, pp. 168-90.

Dawn Iacobucci, Amy Ostrom, Kent Grayson (2012) in their study titled(Distinguishing ServiceQuality and Customer Satisfaction: Antreas D Athanassopoulos (2012) in his study titled(Customer Satisfaction Cues To Support. .Market. .Segmentation. .and. .Explain. .Switching..Behavior).Journalof Managing Service Quality, Vol. 18 No. 1, pp. 65-86.

"'Desi' alternative to VISA, MasterCard from July". Deccanherald.com. 2013-05-02.Retrieved 2014-02-09.

“ENS Economic Bureau - new delhi. "India Gets its Own Payment Gateway - RuPay". The NewIndian Express. Retrieved 2014-08-14.

Garima Chaudhary (2014) in his study on a Performance Comparison of Private Sector Bankswith the Public Sector Banks in India:”, Journal of Services Research, Vol. 10 No. 1, pp. 157-72.

Harry Nowka, Southwestern Oklahoma State University, Nancy Buddy, Southwestern OklahomaState University, Robert Reeder, Southwestern Oklahoma State University and Daniel Hart,Southwestern Oklahoma State University, International Journal of Quality & ReliabilityManagement, Vol.27 No. 3, pp. 351-77.

"IndiaPay’s name changed to RuPay". Financial Express. 2010-12-28. Retrieved2014-08-14. “IANS (2014-05-08). "Pranab launches RuPay, India’s own card payment network". The Hindu.

Retrieved 2014-08-14. "India’s own payment gateway ‘RuPay’ launched". Livemint. 2014-05-08. Retrieved2014-08-14. Ms. Linda Mary Simon (2012) in his study on A Study on Customer Perception Towards

Services Provided By Public Sector Bank and Private Sector Bank, International Journal of BankMarketing, Vol. 20 No. 4, pp. 146-60.

Maya Basant Lohani*, Dr. Pooja Bhatia (2012) in his study on a Assessment of Service Qualityin Public and Private Sector Banks of India with Special Reference to Lucknow City :”,International Journal of Commerce & Management, Vol. 13 No. 2, p. 29.

Megha Mandavia (2013-03-29). "Come April, you can use RuPay even online | Latest News &Updates at". Dnaindia.com. Retrieved 2014-02-09.

"NPCI's RuPay debit cards to rival Visa and Mastercard - The Economic Times".Economictimes.indiatimes.com. 2012-03-27. Retrieved 2014-02-09.

"NPCI to launch RuPay global cards by July - Economic Times".Articles.economictimes.indiatimes.com. 2013-04-05. Retrieved 2014-02-09.

"NPCI to launch RuPay global cards by July, IBN Live News". Ibnlive.in.com. 2013-04-05.Retrieved 2014-02-09.

"National Payments Corporation of India". Npci.org.in. Retrieved 2014-02-09. "NPCI introduces RuPay to Indian eCommerce: CCAvenue processes first transaction".

YourStory.com. Retrieved 2014-02-09. "NPCI launches e-commerce solution in RuPay Card". Business Standard. 2013-06-21.

Retrieved 2014-02-09. "National Payments Corporation of India". Npci.org.in. Retrieved 2014-02-09. “Our Bureau. "Soon, you can use the RuPay platform to shop abroad, book railway tickets |

Business Line". Thehindubusinessline.com. Retrieved 2014-08-14. "Punjab govt to make online payment to commission agents | Business Line".

Thehindubusinessline.com. 2013-03-31. Retrieved 2014-02-09. "Punjab government to make online payment to commission agents - Economic Times".

Articles.economictimes.indiatimes.com. 2013-03-31. Retrieved 2014-02-09. “PTI Feb 2, 2014, 01.13PM IST. "RuPay Card base to touch 25 mn by Mar: NCPI - Economic

Times". Articles.economictimes.indiatimes.com. Retrieved 2014-08-14. "Pranab Mukherjee dedicates India's own payment gateway 'RuPay' to nation | Latest News &

Updates at Daily News & Analysis". Dnaindia.com. 2014-05-09. Retrieved2014-08-14. "RuPay Card – All Information about RuPay and RuPay Card". Banking Awareness. 2012-08-29.

Retrieved 2014-08-14. "RuPay cards can be used online - Times Of India".Articles.timesofindia.indiatimes.com. 2013-

06-22. Retrieved 2014-02-09 Sultan Singh & Komal (2009), in their study entitled as, “Impact of ATM on Customer

Satisfaction”,The Journal of Services Marketing, Vol. 14 No. 3, pp.244-271. The author has posted comments on this article. "Finally, India card Rupay to replace Visa,

MasterCard - The Times of India". Articles.timesofindia.indiatimes.com. Retrieved2014-08-14 "Visa & MasterCard gone. Rupay card, bring it on". Moneycontrol.com. Retrieved2014-08-14. "Wheat procurement begins today, Arthias to get payments online". Indian Express. 2013-04-01.

Retrieved 2014-02-09.

NEWS PAPERS

Business standard

Economic Times

BOOK NAMES:

1. C.R. Kothari (2011) “Research methodology” TATA Mc Graw Hill 3th Ed

2. Cooper and schindler,(2012),”Business Research methods”TATA Mc Graw Hill 4th Ed.

WEBSITES:

www.hdfcindia.com

www.statebankofindia.com

http://www.banknetindia.com/banking/index_1.htm

http://www.asiatradehub.com/india/banking/finance.htm

http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank

http://www.finance.indiamart.com/investment_in_india/standard_chartered_banktm

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

http://www.rupaycarddebit.com

http://www.npcirupaydebitcard.com

ANNEXURE

QUESTIONNAIRE

QUESTIONNAIRE

CUSTOMER PREFERENCE TOWARDS RUPAY CARDS OF SBI AND HDFC BANK

1. Name____________________

2. Gender

Male Female

3. Age

Less than 25 25-3535-45 45-5555 – above

4. Occupation

Service business BusinessProfessional StudentHousewife

5. Income

Nil Less than 5000050000 to 150000 150000 to 300000300000 to 500000 500000 and above

6. Bank you are dealing focusing with Rupay card services.

HDFC SBI

7. What was the single most important reason that you chose this particular Bank for Rupaycards.

I have a traditional bank account with the same bankThe brand name of the bankThe excellent service offered by this bankLocation advantageAny other please specify

8. Which account facility you are availing in the Bank for Rupay cards services.

Savings account Current accountFixed deposit NRI account

9. How would you rate the following banking service quality (Rupay cards services )on scaleof 1-5 provided by bank where 1-excellent, 2-good, 3 above-average, 4-average, 5-belowaverage

Access CommunicationConfidentiality CourtesyReliability SecurityResponsiveness Waiting time

10. Which facility satisfies you most included with Rupay cards services.

ATM Interest packageLoan Net bankingEarly cheque clearance Phone bankingPreparation of drafts

11. If you are provided with better services by optional bank. Would you like to move to otherbank.

YES NO

12. How would you rank the Rupay cards services.

Excellent GoodSatisfactory AverageBelow Average

Suggestion

If any ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------.

Signature