This document is a summer training project report on studying the service quality of financial products offered by HDFC Bank Limited in Lucknow City, India. The report includes an introduction on service quality, the company profile of HDFC Bank, objectives of the study which are to evaluate customer satisfaction and identify strengths and weaknesses of service quality dimensions. The research methodology is described as a descriptive design studying 100 customers in Lucknow through convenient sampling. Key findings are that most customers have been with HDFC for over a year and chose it for services and image. Suggestions include more advertising, improving customer relationships, enhancing services, and streamlining procedures. The conclusion is that most customers are satisfied but the bank can improve service for dissatisfied customers and

1. “To study the Service Quality of Financial Products
offered by HDFC Bank Limited in Lucknow City”
Presented by
KSHITIJ SRIVASTAVA
IIIrd SEMESTER
ROLL NO-1210672138
SUMMER TRAINING PROJECT
REPORT
On

2. Introduction
• In service industry, the concept of quality holds the main
position. The relationship with the customer is based on the
promise that customer satisfaction is achieved through
providing standard quality of service. The high quality
demands on customers end is becoming prominent due to the
growing fact that high level of service quality leads to
sustainable competitive advantage in the competitive
business environment It is not surprising to know that quality
level of services is the leading phenomena to plan strategies
in the services firms .

3. Company Profile
• HDFC Bank Limited is an Indian banking and
financial services company headquartered in
Mumbai, Maharashtra. It has a base of
104,154 permanent employees as of 30 June
2019. HDFC Bank is India’s largest private
sector bank by assets. It is the largest bank in
India by market capitalisation as of March
2020.

4. Objectives of the Study
• To find out the satisfaction towards the services quality
of financial products offered by HDFC bank.
• To know which service quality dimensions of the bank
is performing well.
• To determine which dimension of service quality needs
imrovement show that the quality of service of HDFC
bank is enhanced.
• To suggest some policy implications for improvement
in quality of financial services in banks of India.

5. Research Methodology
RESEARCH DESIGN
I have used Descriptive research design for this study
SAMPLIE DESIGN
SAMPLE UNIVERSE:Lucknow
SAMPLE SIZE: A sample of minimum respondents was selected
from Lucknow City. An effort was made to select respondents
evenly. The survey was carried out on 100 respondents.
SAMPLE UNIT: In this project sampling unit consisted of the
Customers of HDFC Bank Limited, Lucknow.
SAMPLE AREA: Lucknow (Rural & Urban Areas)
SAMPLING TECHNIQUE: For the purpose of research
convenient sampling technique was used.

6. Limitations of the study
• Difficulty in data collection.
• Limited knowledge about the Company in the initial
stages.
• Branch manager was reluctant for giving financial data
of the Company.
• The project is carried out for the period of 45 days only.
• The sample unit was also 100 respondents.
• There may be some biased response from the
respondents.
• Some respondents did not provide the full data.

7. Findings
• Majority Of the respondents are part of HDFC Bank from last
one year i.e. 37%; 29% of the respondents are part of HDFC
Bank from last more than 2 years; 20% respondents from 6
months and remaining 14% respondents are part of HDFC
Bank for last two years.
• Majority of the respondents i.e. 45% are become part of HDFC
Bank because of its services; 25% because of its image; 25%
because of its extra services and rest because of all the three
factors.
• Majority of the respondents are aware of products and
services offered by HDFC Bank i.e. 91% and 9% respondents
are not aware of services offered by HDFC Bank.

8. SUGGESTIONS
• More stress should give on the advertisement and
promotional activities.
• The Bank should make some efforts to improving good
relationship with customer.
• The bank should enhance their services according to the
needs of the customer.
• The bank makes its procedures less time consuming.
• The bank should make effort to aware the customers about
their all the extra services.

9. CONCLUSION
• The majority of customers are satisfied. But the
bank should target on the rest of the customers
who are not satisfied. The customers are aware
about the bank’s services but the Bank should try
to create more awareness among people. HDFC
Bank should lay more stress on advertisements,
both in print as well as in other media for this
purpose. Number of formalities should reduce, as
customer feels irritated with lots of formalities
and it will save the time of customer and Bank
also.

10. THANK YOU