hdfc
TRANSCRIPT
A
DISSERTATION PROJECT
ON
“A STUDY ON EFFECTIVENESS OF ONLINE CHANNELS
IN SERVICE DELIVERY WITH SPECIAL REFERENCE
TO
HDFC BANK LTD.”
SUBMITTED TO
GURUKULKANGRIUNIVERSITY, HARDWAR
IN PARTIAL FULFILLMENT OF
MASTER OF BUSINESS ADMINISTRATION
SUBMITTED TO: SUBMITTED BY:
Dr. PATIRAJ KUMARI Komal pundir
DEPARTMENT OF MANAGEMENT STUDIESKANYA GURUKUL MAHAVIDYALAYA, DEHRADUN, 2nd CAMPUSGURUKULKANGARIUNIVERSITY, HARIDWAR-249407 (2009-2011)
DECLARATION
I, KOMAL PUNDIR, student of “Master of Business Economics”, hereby
declare that all information and facts presented in this report are true to the best of my
knowledge and based on my research. I have not submitted this report in any other
university. The topic of my study was “A STUDY ON EFFECTIVENESS OF
ONLINE CHANNELS IN SERVICE DELIVERY” at HDFC BANK, DELHI.
(Komal pundir)
Date ………………Place………………
ACKNOWLEDGEMENT
I take this opportunity to express my profound and sincere gratitude to everyone who assisted me in the completion of this study.
I am thankful to Dr Surekha Rana (HOD),Dr Bindu Arora,Dr Patiraj Kumari, Ms Poonam painuly and other faculty members, for their valuable encouragement and providing other assistances whenever required.
I take the privilege of offering deep sense of gratitude and indebtedness to Mr. Nitin Jain for providing me help to prepare this project report and his valuable inspiration to carry out this project.
I express my sincere gratitude to my company guide Mrs. Sonal (Team Leader) for her guidance during the course of my training. Her sound advice has been well taken by me and it is largely due to his patience that I was able to accomplish my target. He has been most accommodating and supportive and has made my experience a pleasant one.
(KOMALPUNDIIR)
PREFACE
This research study on the subject “Effectiveness of channels (online) in service delivery”
has been conducted by me as a partial fulfillment of the degree of Masters of Business
Administration (Business Economics).I got the opportunity to carry out this study at
HDFC bank ltd. Delhi..In this report all the important aspects related to online channel
and their effect on service delivery have been covered.
CONTENTS
• DECLARATION
• ACKNOWEDGEMENT
• PREFACE
CHAPTER-1
• COMPANY PROFILE
• VISION & MISSION
• ACHIEVEMENTS
• LEADERSHIP TEAM
CHAPTER-2
• OBJECTIVES OF THE STUDY
• REASERCH METHODOLOGY
CHAPTER-3
• INTRODUCTION
• EFFECTIVENESS OF CHANNELS (ONLINE) IN
SERVICE DELIVERY
• SWOT ANALYSIS
CHAPTER-4
• DATA ANALYSIS
• FINDINGS
• CONCLUSION
• SUGGESTIONS
• LIMITATION OF THE STUDY
• BIBLIOGRAPHY
• ANNEXURE
COMPANY PROFILE
Housing Development Finance Corporation Limited, more popularly known as HDFC
Bank Ltd, was established in the year 1994, as a part of the liberalization of the Indian
Banking Industry by Reserve Bank of India (RBI). It was one of the first banks to receive
an 'in principle' approval from RBI, for setting up a bank in the private sector. The bank
was incorporated with the name 'HDFC Bank Limited', with its registered office in
Mumbai. The following year, it started its operations as a Scheduled Commercial Bank.
Today, the bank boasts of as many as 1412 branches and over 3275 ATMs across India.
Amalgamations
In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a private sector
bank promoted by Bennett, Coleman & Co. / Times Group). With this, HDFC and Times
became the first two private banks in the New Generation Private Sector Banks to have
gone through a merger. In 2008, RBI approved the amalgamation of Centurion Bank of
Punjab with HDFC Bank. With this, the Deposits of the merged entity became Rs.
1,22,000 crore, while the Advances were Rs. 89,000 crore and Balance Sheet size was
Rs. 1,63,000 crore.
Tech-Savvy
HDFC Bank has always prided itself on a highly automated environment, be it in terms of
information technology or communication systems. All the branches of the bank boast of
online connectivity with the other, ensuring speedy funds transfer for the clients. At the
same time, the bank's branch network and Automated Teller Machines (ATMs) allow
multi-branch access to retail clients. The bank makes use of its up-to-date technology,
along with market position and expertise, to create a competitive advantage and build
market share.
Capital Structure
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5 billion), of
this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of equity share, the
HDFC Group holds 19.4%. Foreign Institutional Investors (FIIs) have around 28% of the
equity and about 17.6% is held by the ADS Depository (in respect of the bank's
American Depository Shares (ADS) Issue). The bank has about 570,000 shareholders. Its
shares find a listing on the Stock Exchange, Mumbai and National Stock Exchange, while
its American Depository Shares are listed on the New York Stock Exchange (NYSE),
under the symbol 'HDB'.
Products & Services
Personal Banking
Savings Accounts
Salary Accounts
Current Accounts
Fixed Deposits
Demat Account
Safe Deposit Lockers
Loans
Credit Cards
Debit Cards
Prepaid Cards
Investments & Insurance
Forex Services
Payment Services
NetBanking
InstaAlerts
MobileBanking
InstaQuery
ATM
PhoneBanking
NRI Banking
Rupee Savings Accounts
Rupee Current Accounts
Rupee Fixed Deposits
Foreign Currency Deposits
Accounts for Returning Indians
Quickremit (North America, UK, Europe, Southeast Asia)
IndiaLink (Middle East, Africa)
Cheque LockBox
Telegraphic / Wire Transfer
Funds Transfer through Cheques / DDs / TCs
Mutual Funds
Private Banking
Portfolio Investment Schemes
Loans
Payment Services
NetBanking
InstaAlerts
MobileBanking
InstaQuery
ATM
PhoneBanking
VISSION AND MISSION
Mission
Our mission is to be “a World Class Indian Bank”, benchmarking ourselves against
international standards and best practices in terms of product offerings, technology,
service levels, risk management and audit & compliance.
Vision
To be a progressive bank with strong brand equity, enhancing value for all the stake
holders through excellence in performance and good governance.
Our Goal
• Create best value for Customers, Shareholders and all Stake holders
• Achieve impeccable reputation and credentials through best business practices
Achievements
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class
Indian Bank". We realized that only a single-minded focus on product quality and
service excellence would help us get there. Today, we are proud to say that we are
well on our way towards that goal.
2011
Bloomberg TV’s Financial Leadership Awards 2011 Best Bank
IBA Banking Technology Awards 2010 Winner -
1) Technology Bank of the Year
2) Best Online Bank
3) Best Customer Initiative
4) Best Use of Business Intelligence
5) Best Risk Management System
Runners Up -
Best Financial Inclusion
IDC FIIA Awards 2011 Excellence in Customer Experience
2010
Outlook Money 2010 Awards Best Bank
Business world Best Bank Awards 2010 Best Bank (Large)
Teacher's Achievement Awards 2010 (Business) Mr. Aditya Puri
The Banker and PWM 2010 Global Private Banking Awards Best Private Bank in
India
Economic Times Awards for Corporate Excellence 2010 Business Leader of the Year
- Mr. Aditya Puri
Forbes Asia Feb. 50 Companies - 5th year in a row
NDTV Business Leadership Awards 2010 Best Private Sector Bank
The Banker Magazine World's Top 1000 Banks
MIS Asia IT Excellence Award 2010 BEST BOTTOM-LINE I.T. Category
Dun & Bradstreet Banking Awards 2010 Overall Best Bank
Best Private Sector Bank
Best Private Sector Bank in SME Financing
Institutional Investor Magazine Poll HDFC Bank MD, Mr. Aditya Puri among "Asian
Captains of Finance 2010"
IDRBT Technology 2009 Awards Winner - 1) IT Infrastructure 2) Use of IT within
the Bank
Runners-up - IT Governance (Large Banks)
ACI Excellence Awards 2010 Highly Commended - Asia Pacific HDFC Bank
FE-EVI Green Business Leadership Award Best performer in the Banking category
Celent's 2010 Banking Innovation Award Model Bank Award
Avaya Global Connect 2010 Customer Responsiveness Award - Banking & Financial
Services category
Forbes Top 2000 Companies Our Bank at 632nd position and among 130 Global
High Performers
Financial Express - Ernst & Young Survey 2009-10 Best New Private Sector Bank
Best in Growth
Best in strength
Asian Banker Excellence Awards 2010 Best Retail Bank in India
Excellence in Automobile Lending
Best M&A Integration
Technology Implementation
The Asset Triple A Awards Best Cash Management Bank in India
Euromoney Private Banking and Wealth Management Poll 2010 1) Best Local Bank
in India (second year in a row) 2) Best Private Banking Services overall (moved up
from No. 2 last year)
Financial Insights Innovation Awards 2010 Innovation in Branch Operations - Server
Consolidation Project
Global Finance Award Best Trade Finance Provider in India for 2010
2 Banking Technology Awards 2009 1) Best Risk Management Initiative and 2) Best
Use of Business Intelligence.
SPJIMR Marketing Impact Awards (SMIA) 2010 2nd Prize
Business Today Best Employer Survey Listed in top 10 Best Employers in the
country
We are aware that all these awards are mere milestones in the continuing, never-ending
journey of providing excellent service to our customers. We are confident, however, that
with your feedback and support, we will be able to maintain and improve our services.
Leadership Team
BOARD OF DIRECTORS
MR ADITYA PURI, (MANAGING DIRECTOR)
MR JAGDISH KAPOOR (CHAIRMANOF HDFC BANK)
MR HARISH (ENGINEER EXECTIVE DIRECTOR)
MR KEKI M MISTRY(DIRECTOR)
MR ASHIM SAMANTA(DIRECTOR)
MR ARVIND PANDEY(DIRECTOR)
MR RENU KARNAD(DIRECTOR)
MR CM VASUDEV(DIRECTOR)
MR GAUTAM DIVAN(DIRECTOR)
The Objectives of the study
The objectives of the study are as under:
1. To find out how online services can be improved.
2. To analyze the risk to switch to online services delivery.
3. To analyze the convenience of service which are provided online.
4. To identify tactics that help to motivate channel members to achieve revenue.
.
RESEARCH METHDOLOGY
Nature of the study
The present research study Exploratory and Descriptive in nature.
Data collection tool
Primary Data : The data used in the project is mainly primary in nature. This
Information had been collected from personal interviews and
Questionnaire (close ended)
Secondary Data : It is collected through booklets of the company and internet.
Sampling
Population : Bank employee and visitors
Sample Size : 100
Sampling technique: convenience sampling
Statistical tool
Data in data analysis section has been represented through pie charts.
Research procedure
The questionnaires were distributed among the people and help was given them to
understanding the questions. I have also used observation method for the study.
INTRODUCTION
The Housing Development Finance Corporation Limited (HDFC) was amongst the first
to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a
bank in the private sector, as part of the RBI's liberalization of the Indian Banking
Industry in 1994. The Bank was incorporated in August 1994 in the name of 'HDFC
Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995.
PROMOTERS
HDFC is India's premier housing finance company and enjoys an impeccable track record
in India as well as in international markets. Since its inception in 1977, the Corporation
has maintained a consistent and healthy growth in its operations to remain the market
leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling
units. HDFC has developed significant expertise in retail mortgage loans to different
market segments and also has a large corporate client base for its housing related credit
facilities. With its experience in the financial markets, a strong market reputation, large
shareholder base and unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian Environment.
BUISNESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to
build sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and wholesale customer segments, and to
achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank
is committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance. HDFC Bank's business philosophy is
based on four core values – Operational Excellence, Customer Focus, Product Leadership
and Peosple.
CBoP AND TIMES BANK AMALGAMTION
On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank was
formally approved by Reserve Bank of India to complete the statutory and regulatory
approval process. As per the scheme of amalgamation, shareholders of CBoP received 1
share of HDFC Bank for every 29 shares of CBoP.
The merged entity will have a strong deposit base of around Rs. 1,22,000 crore and net
advances of around Rs. 89,000 crore. The balance sheet size of the combined entity
would beover Rs. 1,63,000 crore. The amalgamation added significant value to HDFC
Bank in terms of increased branch network, geographic reach, and customer base, and a
bigger pool of skilled manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (another
new private sector bank promoted by Bennett, Coleman & Co. / Times Group) was
merged with HDFC Bank Ltd., effective February 26, 2000. This was the first merger of
two private banks in the New Generation Private Sector Banks. As per the scheme of
amalgamation approved by the shareholders of both banks and the Reserve Bank of India,
shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of
Times Bank.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network
of over 1412 branches spread over 528 cities across India. All branches are linked on an
online real-time basis. Customers in over 500 locations are also serviced through
Telephone Banking. The Bank's expansion plans take into account the need to have a
presence in all major industrial and commercial centers where its corporate customers are
located as well as the need to build a strong retail customer base for both deposits and
loan products. Being clearing/settlement bank to various leading stock exchanges, the
Bank has branches in the centers where the NSE/BSE has a strong and active member
base.
The Bank also has a network of about over 3295 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
TECHNOLOZY
HDFC Bank operates in a highly automated environment in terms of information
technology and communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the branch
network and Automated Teller Machines (ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. The Bank's
business is supported by scalable and robust systems which ensure that our clients always
get the finest services we offer.
The Bank has prioritized its engagement in technology and the internet as one of its key
goals and has already made significant progress in web-enabling its core businesses. In
each of its businesses, the Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market share.
EFFECTIVENESS OF CHANNELS (ONLINE) IN SERVICE
DELIVERY
Effective management of service firms depends on the understanding of nature of services. If the nature of the service is comprehensively understood, it will lead to efficient operation of a service firm. By nature, any service has four basic characteristics. They are perishing ability, intangibility, inseparability and variability.
These characteristics make the management of services firms different from management of manufacturing firms. Because of this, the service firm has to design a well defined management strategy. The following elements should be considered while evolving the strategy:
1. A well defined target market.2. A well defined service concept.3. A focused operating strategy.4. A well-designed service delivery system.
A well defined target market
Unlike a manufacturing firm, a service firm cannot provide all things to all people. A service firm has to identify groups of customers for a particular service, in which members within each group should have identical qualities. The needs of these customers have to be determined and a service concept has to be developed which provides a competitive advantage.
A well defined service concept
The service concept has to be put in a written form. It should contain how the firm wants its service to be perceived by customers, employees, shareholders, lenders and the society. Which would help not only in identifying the target segment of customers, but also, helps the service provider in serving them effectively?
A focused operating strategy
The operating strategy should describe the way of achieving the service concept. It should contain the decisions about operation, financing, marketing, human resources and control. An accurate operating strategy would help the service firm serve its customers effectively.
A well designed service delivery system
The service delivery system should be designed in such a way that it delivers successfully its operations. The decisions about the various jobs, equipments, facilities, lay outs etc.,
carefully developed should be to attain objectives. A well devised service delivery system would help the service firm to deliver the service effectively to its customers.
.
How to improve service mindedness in employees?
The organizations can maintain service mindedness in the personnel by using three Distinct Strategies.
1. Through power and coerciveness.2. by offering incentives to employees in order to serve better.3. To inculcate a voluntary spirit of service in the personnel.
Service sector continues to achieve the mantle of importance. In the years to come it has to overcome the challenges it faces, through professional management approach. Effectiveness of service is more important than who manages them.
Managing Service Quality
One of the major ways to differentiate itself from its competitors is by delivering consistently a higher service. Many companies find that outstanding service quality can give them a potent competitive advantage leading to superior sales and profit performance. Though, greater service quality results in greater consumer satisfaction, it also requires higher costs.Service firms cannot always meet customers €™ service quality desires. It is a tradeoff between customer satisfaction and company profitability.
SWOT ANALYSIS
SWOT of HDFC Bank
Strengths: -
1. Right strategy for the right products.
2. Superior customer service vs. competitors.
3. Great Brand Image.
4. Products have required accreditation.
5. High degree of customer satisfaction.
6. Good place to work
7. Lower response time with efficient and effective service.
8. Dedicated workforce aiming at making a long-term career in the field.
Weakness: –
1. Some gaps in range for certain sectors.
2. Customer service staff needs training.
3. Processes and systems, etc
4. Management covers insufficient.
5. Sectoral growth is constrained by low unemployment levels and competition for staff
Opportunities: –
1. Profit margins will be good.
2. Could extend to overseas broadly.
3. New specialist applications.
4. Could seek better customer deals.
5. Fast-track career development opportunities on an industry-wide basis.
6. An applied research center to create opportunities for developing techniques to provide
added-value services.
Threats: -
1. Legislation could impact.
2. Great risk involved
3. Very high competition prevailing in the industry.
4. Vulnerable to reactive attack by major competitors.
5. Lack of infrastructure in rural areas could constrain investment.
6. High volume/low cost market is intensely competitive Strength
DATA ANALYSIS
1. Occupation of the respondents
Table No-1
Bank employee
50
Businessman 30Students 10Servicemen 10
Graph No-2
Interpretation:
This graph shows that occupation of the respondents in which 50 are bank employees, 30
businessmen, 15 students and 35 are servicemen.
2. PREFERANCE TO ONLINE SERVICE DELIVERY
Table No-2
Graph No-2
Interpretation:
This graph indicates that 80 people prefer online service delivery and 20 do not prefer
because of less knowledge of online services.
Yes 80No 20
3. FACTOR THAT DETERMINE WHETHER IF ONLINE SERVICES ARE CONVENIENT
TableNo -3
Graph No-3
Interpretation:
Quick result 40
Right information on net
20
Timesaving 25
Easy to access to service
15
This graph indicates that 40 people say that main factor which determine the
conveniences of online services is quick result, 20 say that right information which is
available in online services, 25 Say timesaving and 15 say easy to access to service
Are the main factors of conveniences of online service.
4. FACTOR THAT EFFECT THE EFFECTIVENESS OF SERVICE DELIVERY
Table No-4
Knowledge of services 25Service itself 25Timeliness 20Easy access to services 30
Graph NO-4
Interpretation:
This graph indicates that knowledge, good services ,timeliness, and the most important is
easiness to access to service are some of the important factor which affect the
effectiveness of the service delivery
5 MOST PREFERABLE ONLINE SERVICE
Table No-5
Graph No-5
Interpretation:
For books 20
For clothes 5
Online banking
75
This graph indicates that online banking is the most preferable online service than others. Because people mostly used online banking services than other online services like purchasing book and clothes online.
6. BARRIER IN ONLINE SERVICE DELIVERY
Table No-6
Graph No-6
Miscommunication 50
Bad Feedback 20
Low quality 30
Interpretation:
This graph indicates that miscommunication, bad feedback and low quality service
delivery are some of the main barrier in online service delivery.
7. SATISFACTION OF CUSTOMER ABOUT ONLINE BANKING
SERVICES
Table No-7
YES 80NO 20
Graph NO-7
Interpretation:
This graph shows that mostly people are satisfied with online banking services because of
its convenient and time saving facilities like they can request a demand draft, view
account balances and statements, pay bills and lots more. Still there are also some people
who are not satisfied because of miscommunication, bad feedback, and low quality of
services.
8. TACTICS THAT HELP TO MOTIVATE CHANNEL MEMBERS
Table No-8
High quality management support
15
Attractive payment 10Strong Reputation 10
Extensive training 15
Graph No-8
Interpretation:
This graph shows that high quality management support, attractive payment, strong reputation of the company and extensive training are some of the factors which can motivate to channel members.
9. MOST PREFRABEL BANKING USED BY CUSTOMERS Table No-9 INTERNET BANKING
80
DIRECT visit to BANK
20
Graph No-9
Interpretation:
These graph shows that 80 people like to do internet banking and 20 people prefer direct go to bank because besides miscommunication and feedback problem some people also faced fraud cases by online services.
10. REASONS FOR CHOOSEN HDFC BANK’S SERVICES
Table No-10
Advertisement 20
Goodwill 40
Recommendation 30
Relation 10
Graph No-10
Interpretation:
This graph shows advertisement, goodwill; recommendation and past relation are some main reason of which people prefer HDFC BANK than other.
11. FACTOR DETERMINING THE QUALITY OF SERVICES
Table No-11
High standard of
services
20
Good product 25
Right Strategy 30
Accreditation 25
Graph No-11
Interpretation:
This graph shows that high standard of services, good product, right Strategy and certification of the organization are some of the main factor that determine the quality of services
12.SERVICES THAT MAKES ONLINE BANKING CONVENIENT
Facility:-To View account balances and statement.-To Transfer fund- To pay bills-To Order a cheque book -To create fixed deposits online
Online banking services have lot of facilities which make online services better. facility
to view account balances and statements, transfer fund ,to pay utility bills ,to order
cheque book ,to create fixed deposits online are some of the main services besides these
some facilities like request a demand draft and request stop payment on cheque are also
available in online services.
13. TARGET MARKET FOR ONLINE SERVICES
1. Industries
2. Small business trust
3. Non profit corporation
4. customers
The target market for online services comprises industries, small business trust ,non profit
corporation and upper and middle income customers. In this way we can say that target
market for online services is so wide.
FINDINGS
1. People are happy with their current online banking experience because they do
not have time to go to the banks to queue up for something if they could it over
on the internet
2. Now a day’s people have started getting conscious towards online services in
metro cities.
3. Online services are much faster than others.
4. Some people are not satisfied with online services because of fraud they had
experienced.
5. Miscommunication, bad feedback and low quality of services are main factors
which has been face by many users.
6. Online banking services are more preferable then other online services.
7. HDFC Bank offers a wide range of commercial and transactional banking
services and Treasury product to wholesale and retail customer.
8. The bank has three key business segment
(a)Wholesale banking services
(b) Retail banking
(c)Treasury
9. Target market is quite wide for online banking services. corporate banking
Market is one of the most important targets markets of online banking services:
These markets target the industries and fulfill their needs.
10 Their is also some lacking in online services in there responsiveness, Competence
and understanding customers.
CONCLUSION
On the basis of the study it has been concluded that mostly people give preferences to
online banking services. Because they are so busy and do not have time to go in banks so
these services becoming more popular. There is high risk to switch to online service
delivery due to miscommunication and other barriers.
Online Banking services are as convenient as they are easy to access and save time but
everyone does not know about it yet. Online banking services are most preferable online
services than others.
As every coin has two sides there is also some drawback in online banking services.
Miscommunication, bed feedback and low quality of the services shows some drawback
of online banking services.
Online services can be improved by improving quality of services and by giving good
feedback to the user. and this is only possible when channel member have good
knowledge of services and service concept is clear to them that how to deliver services
effectively.
SUGGESTIONS
1. For effective online service delivery the target market should be well defined.
because everyone does not want same thing or same product. so the need of any
particular market should be clear to all channel member.
2. Service concept should be clear which would help not only in identifying the
target segment of customer but also help the service provider in serving them
effectively
3. In focus on service delivery, public services also need to focus on the need to
develop internal work place environment that will ensure a way that delivers high
quality services.
4. Channel members should focus towards operating strategy so that they can
develop services that attract target costumers and address efficiently in the Indian
financial market
5. Employee should be motivated by offering incentive in order to serve better.
LIMITATIONS OF SURVEY
The following are the limitations:
1. Sometimes due to lack of respondents support it has become difficult to get
required information.
2. Some respondents might have provided biased or incorrect answers.
3. Time was the major constraints.
4. Sample size is quite small to represent the situation
BOOKS;
KOTLER, PHILIP.MARKETING MANAGEMENT.PRENTICE HALL OF INDIA
PVT.LTD: NEW DELHI.
KOTHARI.C.R.RESEARCH METHODOLOGY .VISHWA
PUBLICATION: NEW DELHI.
MAGAZINE;
BUSINESS TODAY
NEWSPAPER;
TIMES OF INDIA
WEBSITES
www.google.com
www.hdfc.com
QUESTIONNAIRE
Name: ______________ Age_____________
Address :_____________ Contact No.__________
Date: ____________
Q.1.What is your Occupation?(a) Bank Employees (b) Business man(c) Student (d) Serviceman
Q.2.Do you Prefer online services?(a) Yes (b) no
Q.3.What are the Factor that determining whether online services are convenient? (a)Quick result (b) right information on net(c)Timesaving (d) easy to access to services
Q.4.What are the Factors that affect the effectiveness of service delivery ?
a) Knowledge (b) Service itself c) Timeliness (d) Easy to access service
Q.5.Whch is the most Preferable online service (shopping base) ?(a) Clothes (b) books(c) Online Banking.
Q.6.What is the Barrier in online service Delivery?(a) Miscommunication (b) bad feedback (c) Low quality of services
Q.7.Do you satisfied from online banking services?(a) Yes (b) no
Q.8.What is the tactics that help to motivate channel member?(a) High quality management support
(b) Attractive payment and benefit.(c) Strong reputation
(d) Extensive training
Q.9.Which is the most preferable banking?
(a) Internet banking (b)Direct visit to bank
Q.10.What are the reason for chooses HDFC bank?
(a)Advertisement (b) Goodwill(c)Recommendation (d) Relations