HDFC BANK
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This project report summarizes Priyanka Biyani's internship on customer relationship management at HDFC Bank, which was conducted as part of her MBA program. The report includes an introduction to HDFC Bank, an overview of customer relationship management, descriptions of HDFC's major products and services, competitors in the Indian banking industry, and details of the research methodology used in the internship project. The report concludes that the internship helped Priyanka develop professional skills and gain practical experience working in a banking environment that will benefit her career goals.
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State bank of india
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
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OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
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LITERATURE REVIEW:-
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CHAPTER:-1
INTRODUCTION OF THE STUDY
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Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
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The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
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• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
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The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
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The document is a project report on the service quality gap of HDFC Bank. It includes an introduction outlining the importance of service quality in the banking sector. It then provides a profile of HDFC Bank, outlining its mission, vision and business focus. The next sections discuss service quality in banks and define the key dimensions of service quality - Reliability, Assurance, Tangibles, Empathy and Responsiveness (RATER). The research objectives are then stated as examining the RATER dimensions of HDFC Bank and identifying areas for improvement. The methodology, data collection process and data analysis sections are also outlined.
ARPITA PAL (DM18D09)
This presentation provides information about HDFC Bank's private banking division and human resources practices. It discusses HDFC Bank's sector and company information, including the products and services offered. It then describes the bank's key HR functions, policies, job descriptions, sourcing strategy, and recruitment and selection processes. The presentation concludes with details about HDFC Bank's performance management system and methods of appraisal.
Project report on opening saving account in hdfc bank
HDFC Bank began operations in 1995 and has since grown to over 1,200 branches across India. The bank offers a wide range of personal and commercial banking products and services. Some key milestones include acquiring Times Bank in 2000, expanding its branch network, and receiving numerous awards for innovation, customer service, and corporate social responsibility from publications like Business Today and Forbes. The bank prioritizes technology and aims to provide world-class banking services to its growing customer base in India.
Segmentation of bank customer
This internship report summarizes Shailesh Kumar's internship at HDFC Bank focusing on segmentation and penetration strategies. It provides background on HDFC Bank, describing its founding, leadership, products/services, network, mission, strategy and achievements. The report then details HDFC Bank's segmentation of customers into non-customers, low/medium/high-value customers and ex-customers. It also outlines targeting strategies for different markets. Recommendations include increasing focus on basic savings customers and improving follow-up and after-sales service.
C v raeesh ahmad
Raaesh Ahmad is seeking a position that allows him to fully utilize his abilities and knowledge to benefit his employer. He has over 7 years of experience in banking, most recently as a Personal Banking Advisor at Emirates NBD Bank since 2015. Prior to that, he held roles such as Senior Sales Officer at Union National Bank and Citi Bank Dubai. He has a Post Graduate Diploma in Banking and Finance and a Bachelor's Degree in Commerce. He is proficient in Microsoft Office, customer service, sales, and has certifications in insurance.
Customer satisfaction regarding hdfc bank
The document is a summer training report submitted by Amrinder Singh for the partial fulfillment of an MBA degree, focusing on measuring customer satisfaction levels regarding banking services provided by HDFC Bank. It includes a student declaration, acknowledgements, preface, table of contents, and initial chapters introducing the topic, research methodology, and company profile of HDFC Bank. The report examines customer awareness, preferences, and satisfaction regarding HDFC Bank's products and services through a survey of 100 customers in Rudrapur.
customer satisfaction through ICICI BANK Services
This document provides an overview of ICICI Bank, a major private sector bank in India. It discusses ICICI Bank's profile, including that it was founded in 1994 and has over $103 billion in net assets. It also summarizes some of ICICI Bank's key products and services like credit cards, loans, insurance, and deposits. Finally, it discusses the importance of customer satisfaction for ICICI Bank and tools they can use to measure, attract, retain, and increase loyalty among customers.
Crm at private banks
This document provides information about ICICI Bank, one of the largest banks in India. It discusses ICICI Bank's history, starting as a subsidiary of Industrial Credit and Investment Corporation of India in 1994. Over time, ICICI Bank has grown to become the second largest bank in India with over 3,800 branches. The document outlines ICICI Bank's expansion nationally and internationally, and its transition to offering diverse banking products and services to both corporate and retail customers.
11.pptx
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
Project report-on-india-bulls- satya
PROJECT REPORT OF CUSTOMER SATISFACTION TOWARD SERVICES PROVIDED BY INDIABULLS....
2013..BY... SATYA (Acharya Bangalore B-School
PRADEEP KRISHNA V NEW RESUME
Pradeep Krishna V is a 25-year-old graduate with 3 years of experience in banking seeking a challenging position that allows growth. He has an MBA in HR and marketing and is AMFI and NISM certified. Currently an assistant manager at HDFC Bank managing customer portfolios, cross-selling products, and more. Previously worked as a relationship officer at Axis Bank interacting with clients and verifying documents. He has strengths in banking operations, credit, and presentations. Hobbies include representing his university in cricket.
salims work.pdf
This document is a summer training report submitted by Salim Shabir Mir to Dr. Sikha Gera regarding a study of customer satisfaction with HDFC Bank. The report includes an introduction to HDFC Bank, a literature review on previous studies of customer satisfaction, details of the research methodology including data collection instruments and sample size, an analysis of the results, suggestions and limitations. The conclusion is that while most customers are satisfied with HDFC Bank services, some improvements could be made regarding online and mobile banking functionality to increase overall customer satisfaction.
internship
IndusInd Bank has over 750 branches across India and an annual turnover of $1.3 billion. The study examined customer satisfaction towards IndusInd Bank through surveys of 50 customers in Gurgaon. Most customers chose the bank for its brand name and services. Over 80% were satisfied with the bank's products and services and would continue banking with IndusInd. The majority found transactions timely and statements clear. While customers were satisfied overall, the bank could increase products, identify service gaps, and pursue rural expansion against growing competition.
DIGITAL BANKING
This document provides a project report submitted by Akshay Surana to Calcutta Business School in partial fulfillment of the requirements for a Post Graduate Diploma in Management. The report analyzes digital banking and the challenges faced by HDFC Bank and other Indian banks in adopting digital technologies. It includes an introduction to traditional and digital banking, an overview of HDFC Bank, an analysis of digital banking services and competitors, and conclusions/recommendations based on customer research. The objectives are to understand digital banking concepts and analyze HDFC Bank's progress in adopting technologies compared to other Indian banks.
Hdfc bank
HDFC Bank has over 3,300 branches across India and leverages CRM technology like call center automation and data warehousing. The bank implemented a CRM solution from CRMnext in 2008 that provides a 360-degree view of customers and an integrated sales platform. HDFC Bank's CRM strategy focuses on customer experience management, cross-selling capabilities, and segmentation to improve relationships and sales. The bank has a wide range of personal, commercial, NRI, and investment products and services and competes primarily with ICICI Bank.
bilal 26.07.15 finalsain
This document is a project report that compares the digital banking services of HDFC Bank to nationalized banks in India. It provides background information on HDFC Bank, including its mission, vision, business focus, management, technology used, and types of banking services offered. It also discusses the importance of service quality in banks and defines service quality. The report appears to be analyzing HDFC Bank's digital services and customer satisfaction compared to nationalized banks.
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CUSTOMER Satisfaction ICICI Bank Project BY Vasudev
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Project report on opening saving account in hdfc bank
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Basic Management Concepts., “Management is the art of getting things done thr...
The managers achieve organizational objectives by getting work from
others and not performing in the tasks themselves.
Management is an art and science of getting work done through people.
It is the process of giving direction and controlling the various activities
of the people to achieve the objectives of an organization Management is a universal process in all organized, social and economic activities. Wherever
there is human activity there is management.
Management is a vital aspect of the economic life of man, which is an organized group activity. A
central directing and controlling agency is indispensable for a business concern. The productive
resources –material, labour, capital etc. are entrusted to the organizing skill, administrative ability
and enterprising initiative of the management. Thus, management provides leadership to a
business enterprise. Without able managers and effective managerial leadership the resources of
production remain merely resources and never become production. Management occupies such an
important place in the modern world that the welfare of the people and the destiny of the country
are very much influenced by it.
1.2 MEANING OF MANAGEMENT
Management is a technique of extracting work from others in an integrated and co-ordinated
manner for realizing the specific objectives through productive use of material resources.
Mobilising the physical, human and financial resources and planning their utilization for business
operations in such a manner as to reach the defined goals can be benefited to as management.
1.3 DEFINITION OF MANAGEMENT
Management may be defined in many different ways. Many eminent authors on the subject have
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In the words of George R Terry - "Management is a distinct process consisting of planning,
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use of people and resources".
According to James L Lundy - "Management is principally the task of planning, co¬ordinating,
motivating and controlling the efforts of others towards a specific objective",
In the words of Henry Fayol - "To manage is to forecast and to plan, to organise, to command, to
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HDFC BANK
- 1. PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT IN HDFC BANK Submitted in partial fulfillment for the degree of Master of business Administration. Submitted To- Mrs. Kirti Sood Submitted By- Priyanka Biyani MBA IIND YEAR 17MSOXX620
- 3. PREFACE • Project is an important part of our curriculum in MBA course. A project study helps a student in getting aquatinted with the manner in which his knowledge is practically used outside of his institution and it is different from what he has learnt from books. Hence when one switches from the process of learning to that of implement his knowledge he perceives an abrupt changes. He also interact with customers and dealers and perform market survey collects primary data and analyze them . This why a project study session during MBA curriculum becomes an important aspects. • 4th sem as a part of MASTER’S degree. I have taken my first implant project study at CUSTOMER RELATIONSHIP MANAGEMENT at HDFC BANK.
- 4. ACKNOWLEDGEMENT I wish to express gratitude to HDFC BANK for giving me an opportunity to be a part of their esteemed organization and enhance my knowledge by granting permission to do Summer Training Project under their Guidance. I take this opportunity to acknowledge the invaluable assistance of the people who helped me in the completion of the project. I humbly convey my sincerest gratitude to my internal guide Mr. Vimlesh Malpani for his guidance suggestion and unintended support without which the project would not have been possible. I would also like to thank the faculty members who provided me all the necessary information in completion of report. Priyanka Biyani MBA [Final Year]
- 5. CONTENTS • Introduction to company • About HDFC Bank • Customer Relationship Management • Products and Services • Major Players in India • Research Methodology
- 6. PROFILE • Type • Founded • Headquarters • Industry • Products • Employees • Website -Private -1994 -HDFC Bank Ltd. Mumbai India - Banking, Insurance, Capital market -Loans, Credit Cards, Savings, Investment, Insurance etc. -66076 -www.hdfcbank.com
- 8. CUSTOMER RELATIONSHIP MANAGEMENT • CRM is concerned with the creation, development and maintenance of long term relationship with strategically significant customers. • CRM is a widely implemented strategy for managing a company’s interactions with customers , clients and sales prospects.
- 9. PRODUCTS AND SERVICES • Credit card • Home loan • Personal loan • Insurance • NEFT • RTGS • ATM • Net Banking
- 10. TYPES OF ACCOUNTS • SAVING ACCOUNT • CURRENT ACCOUNT • GOVERNMENT ACCOUNT • SALARIED ACCOUNT
- 11. MAJOR PLAYERS IN INDIA • State Bank of India • HDFC Bank • ICICI Bank • Axis Bank • Punjab National Bank • Axis Bank • Canara Bank • Bank of Baroda
- 12. RESEARCH METHODODOLGY DATA COLLECTION • Primary Data – collected to measure the customer satisfaction regarding HDFC Bank like interview, questionnaire and analysis was done on the basis of response received from the customer. • Secondary Data - Purpose is to achieve the objective of studying the recent trends and development taking place in CRM.
- 13. CONCLUSION The study has been extremely useful in developing my professional skills and personality. The training help me a lot to adapt myself to actual working environment and to work in coordination with other team members. The practical experience gained during this period will go a long way in achieving my goals and ambition in my life.
- 14. BIBLIOGRAPHY Following are the sources from where the secondary data has been gathered - • Financial management by J.M Pandey . • Financial management by khan and jain • www.hdfc.com • www.google.com • www.marketresearch.com