This document summarizes a study on customer satisfaction towards HDFC Bank in Agra City. The study aims to understand customer satisfaction levels and perceptions of HDFC Bank's services. It also examines factors influencing customer choice of banks. The research methodology involves a survey of 77 HDFC Bank customers in Agra using a questionnaire. Key findings include that most customers are satisfied with HDFC Bank and prefer services like ATMs, FDs and savings accounts. Recommendations focus on improving advertising, customer relationships and awareness of extra services.

1. RESEARCH TOPIC
A Study On Customer Satisfaction
Towards HDFC Bank In Agra City
Submitted by-
Rachit Mudgal
Roll No.-GM17131
Batch 2017-2019
1

2. HDFC bank ltd provides various financial products and services. It operates in three segments: Retail Banking, Wholesale
Banking, and Treasury. The Retail banking segment provides various deposit products, including savings Accounts, current
accounts, fixed deposits, and demat accounts. It also offers Auto, personal, commercial vehicle, home, gold, and educational
loans; loans Against securities and property and health care finance Working capital finance, construction equipment finance,
and warehouse Receipt loans, as well as credit cards, debit cards, depository, investment Advisory, bill payments, and
transactional services. In addition, this segment Sells third party financial products, such as mutual funds and insurance, as Well
as distributes life and general insurance products through its tie-ups with insurance companies and mutual fund houses. The
wholesale banking Segment provides loans, non-fund facilities, and transaction services to large Corporate, emerging corporate,
small and medium enterprise, supply chain, Public sector undertaking, central and state government departments, and
Institutional customers. It offers deposit and transaction banking products, Supply chain financing, working capital and term
finance, agricultural loans, and funded non-funded treasury, and foreign exchange products. This segment’s services include
trade services, cash management, and money Market, custodial, tax collection, and electronic banking. In addition, it provides
correspondent bank services to co-operative banks, private banks, foreign banks, and regional rural banks.
INTRODUCTION OF THE COMPANY
Year March 2006 March 2009 March 2015 March 2018
Cities 228 528 2464 2,691
Branches 535 1142 4014 4,787
ATM’s 1323 3295 11766 12,635
2

3. JUSTIFICATION OF STUDY
A study on customer satisfaction level regarding HDFC bank is study of customer satisfaction level regarding
various services provided by the HDFC bank. The HDFC bank provides various utility services to their
customers. The purpose of this study is to analyse the satisfaction level of the customer towards the services
providing by the HDFC bank. The research covers the customer opinion on banking services which will be
helpful for further development and growth of banking venture of HDFC bank.
This research focuses on the level of customer satisfaction derived from banking services of HDFC Bank in
Agra (Sanjay Place).
3

4. OBJECTIVES OF THE STUDY
Primary Objective
 To know the customer satisfaction level and their perception regarding HDFC Bank in
Agra City.
Secondary Objective
 To study various services provided by HDFC Bank in Agra.
 To know factor influencing customer in selecting Banks
4

5. RESEARCH METHODOLOGY
Type of research- Descriptive research/Exploratory Research Design
Sampling method- Judgmental sampling/Convenient sampling
Sample size- Agra
No. of respondents- 77
Data collection method- Questionnaire
Data analysis tool- SPSS and MS EXCEL
Applied test- Chi-Square Tests
5

6. 6
HYPOTHESIS TESTING
Hypothesis 1
H0: There is no significant association between age and level of satisfaction regarding HDFC banking services.
H1: There is a positive significant association between age and level of satisfaction regarding HDFC banking
services
Hypothesis 2
H0: There is no significant association between gender and level of satisfaction regarding HDFC banking services.
H1: There is a positive significant association between gender and level of satisfaction regarding HDFC banking
services
Hypothesis :- 3
H0: There is no significant association between occupation & service and level of satisfaction regarding HDFC
banking services.
H1: There is a positive significant association between occupation & services and level of satisfaction regarding
HDFC banking services

7. Age Wise Analysis
7

8. Gender wise Analysis
8

9. Occupations wise analysis
9

10. Services HDFC bank is best services wise analysis
10

11. how much are you satisfied with the e-banking services of HDFC bank
11

12. FINDINGS
 Majority of the customers are satisfied with HDFC Bank.
 Majority of the customers are aware of services and extra services offered by HDFC Bank. But not all the
services.
 The majority of the customers found services of the bank are average.
 Majority of the respondents are found the bank is average in maintaining the good customer relationship.
 Majority of the respondent said that they are facing the problem of timeliness and rest are facing problem of
customer relationship and infrastructure.
 The perception of the majority of the customer regarding the bank is good because majority of the customers
are satisfied with the bank and they also recommend the products of the bank.
12

13. FINDINGS
 The most preferable extra service is ATM’s and the less preferable services are bills payment, net banking
and phone banking.
 The majority of customers are more interested in FD’s, mutual funds and saving
a/cs.
 The majority of the customers are satisfied with the dealing of the officials up to some extent.
 Main factor that attract customers towards bank is the services of the bank.
 Services that are most used by the customer are saving a/c, FD’s, current a/c and
loans.
13

14. RECOMMENDATIONS
 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 should makes its procedures less time consuming.
 The bank should make effort to aware the customers about their all the extra services
14

15. REFERENCES
Books:
Agarwal, P.K., (2009), “Consumer Behaviour”, Pragati prakashan Rajeev Kumar,(2007), “Consumer Behaviour” Himalaya publishing house
Kothari, C.R., (2009), “Research Methodology”, new age International publication ltd., New Delhi
Websites:
www.bnknetindia/com/banking/finance
http://en.wikipedia.org/wiki/bankingfinancialcompany
www.hdfcbank.com
www.hdfcbank/products/finance
www.bank ki duniya/com/banking
www.iloveindia.com/finance/bank/private-banks/hdfc-bank.htm
15

16. 16