Service Quality Management and Client Profiling [Preferred Clients]

www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ DEPARTMENT OF MANAGEMENT REPORT ON SUMMER TRAINING TITLE Service Quality Management And Client Profiling [Preferred Clients] Submitted To Lovely Professional University In Partial fulfilment of the requirements for the award of degree of master of Business Administration Submitted By: Haziq Mushtaq Roll No: R-1804-B 51 Registration No: 1800085 DEPARTMENT OF MANAGEMENT LOVELY PROFESSIONAL UNIVERSITY PHAGWARA (2009) www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ Acknowledgement I si c ly feel t t t e c edit of t is project work could not be narrowed to only one individual as t e whole work is outcome of integrated efforts of all those concerned with it through whose cooperation and effective guidance I could achieve its completion. I wish to place my profound indebtness and deep sense of obligation to mr. Aati Andrabi, Senior Manager, HDFC Bank (Srinagar) for his kind permission for the study in his organization and for his supreme guidance throughout the project. I express my sincereness thanks to mr. Omer Guroo, Relationship Manager HDFC Bank ± Preferred banking (Srinagar) for extending his cooperation and guidance. I wish to express my deep sense of gratitude to Prof. Lokesh Jasraj for valuable suggestions; guidance and constant encouragement in making this project a success. When emotions are involved words fail to mean. My heart full sincere gratitude to my parents, who have supported, encouraged and helped me throughout my life and academic career. I am also grateful to all those employees of the HDFC Bank who have been helpful throughout my project work. Haziq mushtaq. 15TH AUGUST 09 www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ PREFACE MBA is a stepping-stone to the management carrier and to develop good managerial skills it is necessary that the theoretical aspects learnt in the class rooms must be supplemented with exposure to the real work environment. Theoretical knowledge just provides the base and is not sufficient to produce a good manager that¶s why practical knowledge is needed so as to enhance the working capabilities by working in a real work environment Therefore the research product is an essential requirement for the student of MBA. This research project not only helps the student to utilize his skills properly, learn field realities but also provides a chance to the organization to find out the talent among the budding managers in the very beginning. In accordance with the requirement of MBA course I have done my summer training project on the topic ³Service Quality Management and Client Profiling´. The main objective of the research project was to know the satisfaction level of the preferred customers of HDFC Bank and to profile [i.e. maintain a record, detailed information] of the preferred customers according the format provided by the organisation. For conducting the research project a sample size of 50 customers of HDFC Bank were selected. The information regarding the project research was collected through the questionnaire. Regarding the profiling, the company provided me with the details of each customers and I used to call them so as to fill in the necessary details. www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ TABLE OF CONTENTS Executive Summary. h Objectives of the study. h Methodology adopted. h Data collection. h Limitations of the study. History of banking. h Current Scenario. Overview of banking. h Organisational structure of banks. h Broad classification of banks in India. h Foreign Banks in India. h Role of banks. h Role of reserve bank of India. Landmarks in Indian banking industry. h Further evolution. About HDFC [Housing Development Finance Corporation limited] h HDFC founder. h HDFC bank ±company profile snapshot. History of HDFC bank. Achievements and milestones. Product range of the company. h Accounts and deposits. h Secured and easy transaction processing. Cards offered by the bank. h Credit cards. h Debit cards. h Prepaid cards. Loans offered by the bank. Access your bank. HDFC bank-A look at the financial status. h Brief summary. h Business update h Sum up. h Graph showing financial status. Future plans. Details regarding actual source of data. Preferred banking h The preferred programme. h Benefits available to preferred customers. h Eligibility for entry into preferred programme. www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ h Grouping Usefulness of the information. Service quality. h Dimensions of service quality. h Customer satisfaction and loyalty. h Zero defections. Finding out awareness of the services among customers. Analysis and interpretation. Recommendations. Conclusion. Bibliography. www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ ¡ ¤ ¢¢ EXEC IVE S A £ Banking Industry which is basically my concern industry around which my project is revolved is really a very complex industry. Challenges which I faced while doing this project were the following- Although the banking sector provides almost similar products and services, the bank I was working with [HDFC BANK] provided the same with much better benefits and convenience and to communicate the same, during my initial stages of the project was bit complicated as I myself was not aware of the same. But within few days I gathered relevant information and was able to communicate the difference to the customers easily. Target customers and respondents were too busy persons that to get their time and view for specific questions was very difficult. But I really enjoyed motivating them to give responses and made them to provide me with the necessary details. Sensitivity of the industry was also a very frequent factor which was very important to measure correctly. Area covered for the project while doing job was very large and it was very difficult to correlate two different customers/respondents views in a one. So above challenges sometimes forced me to leave the project but any how I did my project in all circumstances. OBJEC¥ IVES OF THE STUDY To gain knowledge of the various products and their features through observation method and through secondary data. To understand daily operations of the bank. To study the perception of the customers banking with it. To know the satisfaction level of the preferred customers. www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ To gain insight into the fact as to where does the bank [HDFC] stand with respect to other banks in the region. To gather the personal details of the preferred customers while drafting their profile for future study and use by the organisation. To form a database of the preferred customers by filling in the details on the format as provided by the organisation. mETHODOLOGY ADOPTED Knowing the requirements, approach was based on the persons who were the customers of the organisation I was working with i.e., they were the customers of HDFC bank. I approached them when they were about to leave the bank after finishing their own personal work at the bank. The interview was in the form of questionnaire hence it was not so flexible. Some people were not comfortable with filling the questionnaire, so I had to convince them for the same. Majority of times I succeeded but at times I failed to convince some. All the information was collected from primary and secondary data only. The information obtained from primary data was analyzed and interpreted and various conclusions were drawn. Measures of statistical analysis were not used as I have not used any hypothesis and not expressing any relationship between variables. Questionnaire Questionnaire was prepared keeping in the mind the objective of the project. It was seen that it was made as easy as possible so that there would not be any complications for the customers to understand as it was a general survey on customer satisfaction of customers of HDFC bank. There were both open ended and closed questions in the questionnaire Sample size 50 clients were interviewed which included 30 clients of the branch I was working with and 20 others from various other branches of the company operational in the region. www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ DATA COLLECTION The data was collected from both primary data and secondary data source. Primary data: In the process of doing the project, the clients of different branches of the bank were met and the details were taken. These clients gave their views regarding branch office in terms of their services. They also told the influencing factors and various questions that were asked. Secondary data Secondary data was used in order to get the information about the company. Various facts and details about HDFC bank were got. The website gone through is www.hdfcbank.com LImITATIONS OF THE STUDY The study could have been more comprehensive and more representative of the universe, had the sample-size been larger, but it was not possible mainly due to lack of time and some other constraints. The areas covered were restricted to Srinagar city only and as such the results of questionnaires are valid for Srinagar city only. All this report has been an individual attempt and it involves the human process of interpretation and analysis, so there are chances of human error. While talking to customers over the telephone, regarding their profiling process it was never known whether I was speaking to the real intended individual. While filling up the questionnaire, not all the respondents were eagerly giving the responses. Chances are quite high that some of them might have given wrong or misleading answers. www.final-yearprojects.co.cc | www.troubleshoot4free.com/fyp/ HISTORY OF BANKING IN INDIA There are three different phases in the history of banking in India. § § 1) Pr ¦-Natio alizatio Era. § 2) Natio §alizatio Stage.

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