IGNOU MS-100 (FM) Project – Study of Customer Satisfaction wrt HDFC Bank

Banking are among the main participants of the financial system in India. Banking offers several facilities and opportunities. Since nationalisation of banks in 1969, the public sector (or nationalised) banks, owned by the government, have acquired a place of prominence, and there has been tremendous progress. The need to become highly customer focused has forced the slow-moving public sector banks to adopt a fast track approach.

Objectives

• The main objectives of the study are as follows:
• To study the trends & future potential of Indian banking,
• To study the customers’ satisfaction level of different services offered by HDFC Bank,
• To study if HDFC gains positive word-of-mouth marketing, which is both free and highly effective,
• To know the trends of fulfillment of expectations or needs of customers at HDFC,
• To study and analyse the marketing strategies of HDFC Bank to reach to high levels of customer satisfaction, and
• To draw conclusion and suggest some recommendations.

Topic Covered

• Introduction
• Organisation Profile
• Review of Related Literature
• Research Methodology
• Analysis and Interpretation
• Findings and Conclusions
• Bibliography
• Appendix