This project is entirely based on the retail banking of one of the India's largest banks, HDFC Bank. We've talked about the history of banks, the nationalization of banks in India, the services offered by HDFC Bank, bank products, and much more. What are the SWOT assessments of HDFC Bank? and conducted an interview with the respondent to assess the customer's satisfaction with the banking experience.

1. By :- Abhishek Madshettiwar
PRN NO:- 2105022566

12. 0
10
20
30
40
50
60
70
80
Less than 1 Year 1-4 Years 4-8 Years More then 8 years
No Of Respondents
Series 1
Particulars No Of Respondents Percentage (%)
Less than 1 Year 15 7.5 %
1-4 Years 53 26.5 %
4-8 Years 65 32.5 %
More then 8 years 67 33.5 %
TABLE AND CHART DISPLAYING HOW LONG A CUSTOMER HAS BEEN WITH A BANK.
INTERPRETATION:
According to the results , the majority of customer 33.5%
have been with the bank for more than eight years. Followin
g closely behind are 32.5% of those who have been with the
bank for four to eight years, 26.5% for one to four years, and
7.5% for less than a year.

13. Particulars No. Of People Percentage (%)
Public Sector Bank 118 59 %
Private Sector Bank 72 36 %
Rural Co-operative Bank 10 5 %
TABLE AND CHART DISPLAYING PEOPLE WITH ACCOUNTS IN WHICH BANK
0
20
40
60
80
100
120
140
Public Sector Bank Private Sector Bank Rural Co-operative Bank
No. Of People
No. Of People
INTERPRETATION:
According to the figures above, 59% of customers
have accounts with public sector banks; 36% have
accounts with private sector banks; and rural
cooperative banks have the fewest consumers,
accounting for only 5% of total customers.
Table 2

14. Particulars No. Of Visit (In a Month) Percentage (%)
Less than 2 times 149 74.5 %
2 to 6 times 45 22.5 %
6 to 10 times 4 2 %
More than 10 times 2 1 %
TABLE AND CHART DISPLAYING HOW OFTEN DO A CUSTOMER VISIT THE BANK (IN A MONTH).
0
20
40
60
80
100
120
140
160
Less than 2 times 2 to 6 times 6 to 10 times More than 10 times
No. Of Visit
No. Of Visit
INTERPRETATION:
According to the data and figures above,
only 1% of customers visit banks more
than 10 times per month, 2% visit banks
6 to 10 times per month, 22.5% visit
banks 2 to 6 times per month, and the
majority of customers, 74.5%, visit banks
less than 2 times per month.
Table 3

15. Particulars No. Of People Percentage (%)
Branch Banking 50 25 %
Mobile Banking 62 31 %
Internet Banking 84 42 %
Others 4 2 %
TABLE AND CHART DISPLAYING EASIEST MODE TO ACCESS BANK
0
10
20
30
40
50
60
70
80
90
Branch Banking Mobile Banking Internet Banking Others
No. Of People
No. Of People
INTERPRETATION:
According to the data and figures
above, 25% of consumers approach the bank through branc
h banking, while 31% do so using mobile banking.
Only 2% of clients use any other methods to reach the bank
, while 42% of customers use internet
bank banking as their primary method of access.
Table 4

16. Particulars No. Of Respondents Percentage (%)
Yes 171 85.5 %
No 29 14.5 %
TABLE AND CHART SHOWING THAT THE CUSTOMER IS SATISFIED WITH THE SERVICES OF THEIR RESPECTED
BANK
0
20
40
60
80
100
120
140
160
180
Yes No
No. Of Respondents
No. Of Respondents
INTERPRETATION:
According to the above data and chart, the majority of cu
stomers, 85.5%, are satisfied with their specific bank, whi
le the remaining 14.5% are dissatisfied
Table 5

17. Particulars No. Of Respondents Percentage (%)
Yes 89 44.5 %
No 111 55.5 %
TABLE AND CHART SHOWING THAT IF A CERTAIN CHOICE IS MADE ,THE CLIENT WILL CHANGE THEIR
PRESENT BANK .
0
20
40
60
80
100
120
Yes No
No. Of Respondents
No. Of Respondents
INTERPRETATION:
The data and graph above show that 55.5% of clients won't
switch to a different bank, while the remaining 44.5% will.
Table 6

18. Particulars No. Of Respondents Percentage (%)
Better interest rates 8 7.20 %
Better digital banking facilities 44 39.63 %
Polite and prompt services by staffs 15 13.51 %
Easily available in the current locality 33 29.72 %
Others 11 9.90 %
TABLE AND CHART SHOWING THAT THE CUSTOMER IS NOT GOING TO ALTER THEIR SPECIFIC BANK AND THE REGION
BEHIND THAT
0
5
10
15
20
25
30
35
40
45
50
Better interest rates Better digital banking
facilities
Polite and prompt
services by staffs
Easily available in the
current locality
Others
No. Of Respondents
No. Of Respondents
INTERPRETATION:
According to the above data and chart, 7.20% stay
due to better interest rates, 39.63% stay due to
better digital banking facilities, 13.51% stay due to
polite by staff, 29.72% stay due to it being easily
accessible in the current location, and 9.90% stay
due to other regions.
Table 7

19. Particulars No. Of Respondents Percentage (%)
Fees/Charges on higher end 35 40.22 %
Unhappy with services 19 21.84 %
Lack of branch network and ATM 11 12.65 %
Lack of offers / features 7 8.04 %
Others 15 17.24 %
TABLE AND CHART SHOWING THAT THE CUSTOMER IS GOING TO ALTER THEIR SPECIFIC BANK AND THE REGION BEHIND THAT
0
5
10
15
20
25
30
35
40
Fees/Charges on
higher end
Unhappy with
services
Lack of branch
network and ATM
Lack of offers /
features
Others
No. Of Respondents
No. Of Respondents
INTERPRETATION:
According to the above data and chart, 40.22% shift
ed their specific bank due to higher fees and charges
, 21.84% shifted their specific bank due to Unhappy
with services, 12.65% shifted their specific bank du
e to a lack of branch network and ATMs, 8.04% shif
ted their specific bank due to a lack of offers and fea
tures, and 17.24% shifted their specific bank due to
other regions.
Table 8

20. Particulars No. Of Respondents Percentage (%)
Digital Services 40 20 %
Trust worthy / Reliability 55 27.5 %
Staff Behaviour 20 10 %
Customer Services 70 35 %
Others 15 7.5 %
TABLE AND CHART SHOWING THE FIRST THINGS THAT COME TO MIND OF A CUSTOMER OF THEIR SPECIFIC BANK
0
10
20
30
40
50
60
70
80
Digital Services Trust worthy /
Reliability
Staff Behaviour Customer Services Others
No. Of Respondents
No. Of Respondents
INTERPRETATION:
According to the data and chart above, 20% of custo
mers are thinking about digital services, 27.5% are t
hinking about trustworthiness and reliability, 10% ar
e thinking about staff behaviour, 35% are thinking a
bout customer services, and the remaining 7.5% are
thinking about other services.
Table 9

21. Particulars No. Of Respondents Percentage (%)
Excellent 62 31 %
Good 84 42 %
Average 46 23 %
Poor 8 4 %
TABLE AND CHART SHOWING CUSTOMER SATISFICATION WITH THEIR BRANCH AMBIENCE AND STAFF IN THE BANK.
0
10
20
30
40
50
60
70
80
90
Excellent Good Average Poor
No. Of Respondents
No. Of Respondents
INTERPRETATION:
According to the data and chart above, 31%, 42%,
23%, and 4% of customers have given their specific
bank excellent, good, average, and poor ratings for
their branch ambience and staff courtesy in the bank,
respectively.
Table 10

22. Findings
• In the order to analyze the gender profile of the respondents is recorded. It can be seen that out of the
200-customer interviewed for this survey, 51.5 % were found to be male and 48.5 % were found to be
female. It can be seen that majority of the respondents are male.
• In the order to analyze the age buckets which the customer that were interviewed were falling , the age
profile of the respondents was done and it come out that around 56.5 % of the respondents were falling
under the age criteria of 18 – 30 years making it the majority where as 31.5 % were under 31 – 45
years and rest were under 7.5 % and 4.5 % of 46- 60 years and 60 above respectively .This shows that
majority of the customer are adult and have proper knowledge about the product that they are going to
buy.

24. Suggestions
Suggestions are always consider to be most important part of any project report because for every pros there is
cons associated with and to reduce the effect of latter, following, must be taken into consideration in regard to
retail banking.
 The branch personnel should listen to customer patiently and should be able to respond to their queries and
clarifications because some customer are new to some of the bank service and until and unless they will come
to know about those services they will be not satisfied.
 Number of Branches should be increased covering a wider area in various states.
 A wide publicity to be given about the organization and its products through various Means of communications to keep
growth moments.

26. Conclusion
 HDFC bank is one of India’s largest private sector banks. They have more than 7821 Branches in India
and also have 19,727 ATMs and 3811 CDMs in all major towns and cities of India. This makes them one
of the top 3 private banks in the country in terms of Branch and ATM numbers.
 HDFC Bank provides a range of products and banking services to its customers, catering to their various
Financial needs. The bank offers attractive interest rates, flexible tenure options, and various features to
its customers.
 Recent research has shown that age plays a vital role in choosing the products and service as financial
literacy has Evolved over years and people from different age groups think differently because of various
factors.

27.  HDFC’s products and banking services have a high level of customer satisfaction. The study identified the Key factors
that influence customer satisfaction in HDFC’s products and banking services, which can help HDFC to improve its
services further. The study recommends that HDFC should focus on improving the quality of its products and banking
services, customer service, and to maintain and increase customer Satisfaction. By doing so, HDFC can retain its
existing customers and attract new ones in the highly competitive banking.
 Customers always look for more user- friendly products and better interest rates When compared to other banks they
have account with so, through product Innovation and appropriate pricing strategy the bank can boster business
Relationship with its customers.
 From above all information it is seen that, retail banking is directed at salaried and Self employed persons. That is on
those people who can meet EMI commitments.
 From the study it can be concluded that, though the majority of the customers are Aware about the Products &
Services of Retail Banking, still there is a need to Generate mass awareness to reach each section of the society, and
this can be Accomplished through effective marketing strategies.