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1. COMPARISON OF HDFC BANK SERVICES OVER
NATIONALISED BANKS WITH RESPECT TO DIGITALIZATION
By
Bilal Ahmad Bhat
MBA 4th semester
Supervisor
Mr. Shaad Habeeb
Faculty of Management
Jamia Hamdard University
New Delhi
2. Introduction
HDFC bank
HDFC limited was among the first to receive an in principle approval from
RBI to set up a bank in private sector in 1994.
HDFC started operations from 1995.
Bussiness focus
1. Operational excellence
2. Customer focus
3. Product leadership
4. People
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3. Introduction….
Distribution network
• HDFC Bank is head quartered in Mumbai, has 4014 branches spread
across 2464 cities.
• HDFC has 11760 ATMs across the country
• The bank has branches in the leading stock exchanges e.g., NSE and
BSE.
• Customers in over 120 locations are also serviced through
telephone banking
Management
• Mr. C.M Vasudev has been appointed as the chairman of Bank w.e.f
6th July, 2010.
• Mr. Aditya Puri is the Managing Director of HDFC
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4. Digitalization
• Mr. Nitin Chug is the Head of Digitalization in HDFC.
• Bank will digitalize submission of form 15 H.
15 H
• Submission of 15H form will not require physical presence of
customer unless there is any legal requirement.
• 75 operations will be through Mobile Interface.
Consequences of digitalization
• By 2016, there will be 50% reduction of bank branches of Northern
Europe and by 15% in Southern Europe compared to 10 years
before.
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5. Research Objectives
The objective of the study is as follows:
To examine the essential dimensions of service quality i.e. RATER-
Reliability, assurance, tangibles, empathy and responsiveness of
HDFC bank and any nationalized bank
To find out and compare the level of perception of the customers
from the service quality offered by the banks.
To compare which service quality dimensions of the HDFC and
nationalized bank .
To identify which dimension of service quality needs improvement
so that the quality of service of HDFC banks is enhanced.
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6. RESEARCH METHODOLOGY
Sampling plan
Sample size
The work is a case of HDFC Bank, one of the largest bank of Indian banking
industry representing over 25 per cent of the market share of Indian banking
space. The survey was conducted in the Bijbehara town of District Anantnag
at branch of HDFC Bank, with 50 customers as respondents.
Data collection tool
Data was collected through a structured questionnaire. Likert scale technique
is used. The format of a typical five- level Likert item is:
1. Strongly disagree
2. Disagree
3. Neither agree nor disagree
4. Agree
5. Strongly agree
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21. Understanding of specific needs of customers
0
10
20
30
40
50
60
70
Disagree Uncertain Agree Strongly agree
Numberofcustomers(%)
HDFC SBI
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22. Conclusion
Reliability, assurance, tangibility, empathy and responsiveness of
HDFC bank is better compared to SBI.
Responsiveness is the best service quality dimension of HDFC bank
followed by assurance, reliability, empathy and tangibility.
Tangibility and empathy dimension needs improvement.
HDFC is completely digitalized while SBI is not.
Bank operations are more customer friendly in HDFC than SBI.
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23. Acknowledgement
• Mr. Shaad Habeeb
• Mr. Asif Iqbal (Branch supervisor, HDFC Bank)
• Mr. Asif Nazeer Tinda (Corporate Sales Manager HDFC
• Ms. Nighat
• Dr. Muzamil Y. Want
• Dr. Shibu John and other faculty members
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