FINAL REPORT FINAL REPORT

ON ON

MANAGEMENT MANAGEMENT

THESIS 1THESIS 1

SRINIVASARAO.G 7NBGU068

A STUDY ON CUSTOMER

A STUDY ON CUSTOMER

PERCEPTIONPERCEPTION ON CREDIT

ON CREDIT

CARD SERVICES CARD SERVICES

OFFERED BY HDFC OFFERED BY HDFC

BANK.BANK.

OBJECTIVESOBJECTIVES

• To know the requirements for Credit card services offered by HDFC Bank.

• To know the types of credit cards offered by HDFC Bank

• To know the executives involvement in providing credit cards by HDFC Bank.

• To know the customer perception on credit cards offered by HDFC Bank.

LIMITATIONSLIMITATIONS

The biggest constraint to this survey is the time element. Bank Customers are very busy and unable to share their opinions on credit cards thus the survey demands more time but the survey is restricted to less time.

• Mainly private sector bank customers are furious on credit card a service that's why they didn't cooperate with adequately.

RESEARCH METHODOLOGYRESEARCH METHODOLOGYPROCEDURES FOR SURVEYS:

Statistical tools - Pie charts, bar charts Research instrument - Questionnaire Contact method - Personal interview

Sample unit : HDFC CREDIT CARDS.Sampling area : Guntur

DATA COLLECTION: Primary data Secondary data

INTRODUCTIONINTRODUCTIONReserve Bank of India (RBI 1935). State Bank of India (July 1955). Nationalization (Indira Gandhi) - 14 Banks in 1969 - 6 Banks in 1980 L P G in 1990 (P.V. Narasimharao). GTB, UTI, ICICI, HDFC. Now 88 SCB’s, 28 PSB’s, 29 Private Banks. 53,000 Branches, 17000 ATM’s. in India.

COMPANY PROFILECOMPANY PROFILE

• HDFC Bank Inc in 1994.• 738 Branches, 1678 ATM’s, 260 Town & cities.• Jagdish capoor (Chairman), Aditya Puri (M.D).• Business Banking – Working Capital • Personal Banking _ Debit card services _ Credit card services

No. of the Customers

0

20

40

60

80

Satisfied Unsatisfied

Satisfied

Unsatisfied

Satisfaction level on dispatch of transaction statements

Using of tenureUsing of tenure

No. of the Customers

Less than 1 year

1 to 3 years

3 years above

Type of cardType of card

0

1 0

2 0

3 0

4 0

5 0

6 0

7 0

G o ld c a r d S i lv e r C a r d

U s e r s O f C a r d

P e r c e n t a g e O f T h eU s e r s

Level of satisfaction on credit Level of satisfaction on credit periodperiod

No. of the Customers

0

20

40

60

80

Satisfied Dis satisfied

Satisfied

Unsatisfied

Level of satisfaction on rate of Level of satisfaction on rate of interestinterest

No. of the Customers

0%

20%

40%

60%

80%

100%

Satisfied Unsatisfied

Satisfied

Unsatisfied

Level of satisfaction on Level of satisfaction on customer care servicescustomer care services

No. of the Customers

0

20

40

60

80

Satisfied Dis satisfied

Satisfied

Un satisfied

Level of satisfaction on credit Level of satisfaction on credit card servicescard services

FINDINGSFINDINGS• In the customer point of view the

documentation charges are high compare to other banks

• The payment mode not flexible to the customers.

• The customers are much more troubled on credit cards why so charges on the credit cards as well as way of collecting.

• Customers are unknown the transferring method of balances.

SUGGESTIONS SUGGESTIONS The awareness should create among the people about the credit cards. Offers should be provided to the customers to increase the more use of credit cards. The company has to liberalize the documentation process to attract the more no. of customers

CONCLUSIONCONCLUSIONHere the impact should be positive and negatively.Mainly the impact of the credit cards should be from any loans as well as bank accounts rather than other retail products.There is a negative opinion of rate of interest as well as way of collecting .

SRINIVASARAO.

G

7NBGU068