The document is a research study report on consumer satisfaction with private banking in India. It includes a literature review on the importance and objectives of the study. It then outlines the research methodology used which was a survey method with 100 questionnaires. The findings section shows that most consumers have bank accounts, prefer private banks like HDFC, ICICI and Axis, are satisfied with services, many use online banking and feel it provides benefits. Overall consumers have high trust in their bank and would recommend it to others.

1. Semester-VI
Under the Guidance of:
Prof. Hetal Patel &
Prof. Kinjal Patel
Submitted To:
Rudra College of Business Administration
Vahelal
2014-2015

2. 1. Gosai Minaxi D.
2. Chauhan Chetan N.
3. Patel Harshit S.
4. Patel Vidhi D.
5. Patel Purvi J.
6. Rupala Anjali K.
7. Patel Vedika N.
8. Parmar Chandni N.
9. Chauhan Twinkal P.
10.Varma Poonam S.
11.Malek Afsana A.
12.Gajjar Parth V.

4. Macro Analysis

5.  The Reserve Bank of India was founded on 1st April 1935 after the First World War RBI was
conceptualized as per the guidelines, working style and outlook presented by Dr B. R. Ambedkar
as written in his book “The Problem of the Rupee – Its origin and its solution.” in front of the
Hilton Young Commission.
 Dr. C.R. Rangarajan has received “THE BEST GOVERNER AWARD” on 15th October 2014 by
British magazine central banking and also last year received award by yurom’s magazine as a
“BEST GOVERNER OF CENTRAL BANK ”
 The Governor of RBI is Raghuram Rajan. There are 4 Deputy Governors in that
1. H R Khan,
2. Dr Urjit Patel,
3. R. Gandhi and
4. S. Mundra

6. 5 Force High/low/medium Remark
1. Threat of new entrants Low Licensing requirement is very tough.
Product differentiation very difficulty
2. Threat of substitute products Medium NBFc, mutual fund, government
securities and t-bills increasing rapidly
3. Rivalry among competitors High Large number of banks
Low switching cost
High fixed cost
4. Bargaining power of
supplier
High Banks have to meet many regulatory
criteria, made by the RBI
5. Bargaining power of
customer
High Provides homogenous kinds of service
so there is high change that consumers
5 Force Model of Indian Banking Industry

7. The bank known as the Industrial Credit and Investment Corporation of India before
it changed its name to the Abbreviated ICICI Bank. India.
ICICI bank established in 1994.
Ms. Chanda Kochhar Managing Director and Chief Executive Officer of ICICI Bank
Limited
 ICICI Bank is the 2nd largest private bank in India in terms of Assets and Market
capitalization.
The Bank has a network of 3,845 branches and 12,012ATMs in India, and also in 19
countries.
ICICI Bank launched internet banking operations in 1998.

8.  The mission statement of ICICI Bank is “consists of several points, but the
first is to become the first choice among customers by providing world-class
services.”
Vision
The official vision statement of ICICI Bank is: "To be the leading provider of
financial services in India and a major global bank."

9. Strength
1.. High use of technology
2.Large no. of facilities for the customers .
3.. Over 75,000 employees at ICICI
Weakness
1. Too much competition in the banking
sector .
2. Many branches in urban areas has led to
high cost
Opportunity
1. Opening more branches in the rural areas
2. Use of technology to penetrate rural
markets
Threats
1.Ever changing RBI policies
2. International and other Competitors
3.Inability to adapt to changing conditions
due to large size.
SWOT Analysis
Of ICICI

10. Axis Bank starts its operations in 1994.
Shikha Sharma Managing Director and CEO of AXIS Bank.
Axis Bank Limited is the 3rd largest private bank in India.
It was known as UTI earlier "Unit trust of India Ltd"
The Bank was promoted in 1993 jointly by the Administrator of the UTI,LIC, National
Insurance Company Ltd.
31st March-2014 the Bank had a network of 2,402 branches and 12,922 ATMs.

11. Mission
“We enhance the wealth management and financial planning capability of
individuals and organizational clients in world-class service rendering environment,
delivering superior and sustainable stakeholder value.”
Vision
 “We aim to become one of the most trusted financial services providers with
end-to-end financial consulting and advisory support and exceed the
expectations of customers.”

12. Strength
1.The bank has a good image among urban
population
2. The bank is registering a good growth
3.Decent penetration in the rural areas
Weakness
1.Lesser no. of branches compared to its
competitors
2. Image of the bank still under the shadow
of the UTI debacle
Opportunity
1. Expansion in rural areas
2. Going to foreign markets and exploring
the new economies
Threats
1.New banking licenses issued by the RBI
2. Foreign banks
SWOT Analysis
Of AXIS

13. Kotak Mahindra group, established in 1985 by Uday Kotak.
Kotak Mahindra Bank established in 2003.
Kotak Mahindra Bank is the 4th largest private bank in India.
As on 30th September 2014, Kotak Mahindra Bank has over 641 branches ,1,159 ATMs spread
across 363 locations in the country.
Recently Kotak Mahindra Bank has acquisition ING vysya bank.
Vision
“To be the most trusted Global Indian Financial Services brand and the most
preferred financial services employer with focus on creating value.”

14. Strength
1.Innovative financial products of diverse
categories
2.Has over 20,000 employees
3.Customer account base of over 2.7 million
Weakness
1. Lesser penetration as being late entrants
2. Low publicity and marketing in the urban
areas
Opportunity
1.Increase in Industry banking
2. Explore opportunities abroad by
International banking
Threats
1.Economic slowdown
2. Highly competitive environment
SWOT Analysis
Of KOTAK

15. HDFC is stands for Housing Development Finance Corporation Limited.
Chairman Mr. C.M. Vasudev Managing Director Mr. Aditya Puri
It is the fifth largest bank in India by assets, incorporated in 1994.
According to the Brand Trust Report 2014 HDFC was ranked 32nd India's most trusted brands.
As of 31st March 2013, the company has 69,065 employees, out of which 12,295 are women.
As of 30th September 2013, HDFC Bank has 3,251 branches and 11,177 ATMs, in 2,022 cities
in India.

16.  “To provide a package of attractive financial services for housing purposes through
a competent and motivated team of employees using the state of the art technology
to maintain financial stability and growth of the organization whilst contributing to
the national goal of providing decent housing to all.”
“To be customer driven best managed enterprise that enjoys market leadership in
providing housing related finance.”
Vision

17. Strength
1.One of the leading new age private sector
bank
2.More than 51000 employees
3.Large collaborations with corporate for
employee salary accounts
Weakness
1.Rural penetration is low
2.Lesser no. of branches when compared
with its competitors
Opportunity
1.Mobile banking, Internet banking
2.Venturing into rural areas
Threats
1.New banking licenses
2.Foreign banks that offer complex products
SWOT Analysis
Of HDFC

19.  “A Research Study on consumer satisfaction of private banking sector”
Needs and Importance of Research
1. On the completion of research one may have the satisfaction of acquiring new ideas which
ultimately improve the overall structure.
2. With the help of research methodology we know the customer satisfaction in a particular
bank, industry and organisation.
Objective of study
1.Primary objective: “A Research Study on consumer satisfaction of private banking sector”
2.Secondary objective:
 Secondary objective for the purpose of data collection we use the Questionnaires.
•To find out how many people have bank account.
•To analyze in which bank people have bank account
•To know which service people get from bank.
•To know how many people use online banking.

20. 1. Research method - Survey Method
2. Types of Questionnaires – Structured Questionnaires
 Sample Design
1. Sample Units - Banking Sector
2. Sample Size - 100 Questionnaires
3. Sample Plan - Survey and Questionnaires
4. Sample Extent - Ahmedabad only
5. Sample Method - Convenience Method
Method of data collection
Survey Method

21. 1. Primary sources:
 Research methodology
2. Secondary sources:
 Secondary data analysis can be literally defined as “second-hand” analysis.
 In that Newspapers, Books, magazines, and other sources of secondary data.
 Someone else has already collected the data, so the researcher saves money, time,
energy, and other resources to this research.

22. Limitation of study
1. It takes longer for the respondent to complete questions.
2. This is a problem as a smaller sample size may be obtained.
3. Answerer may not feel encouraged to provide accurate or honest answers.
4. There was language barrier.

24. •General Information:
1.Age
30%
37%
14%
19%
0%
5%
10%
15%
20%
25%
30%
35%
40%
<20 21-30 31-40 40>
AGE
AGE
2. Gender
78%
22%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Male Female
Gender
Gender

25. 35%
28%
32%
5%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Occupation
occupation
31.25%
31.25%
21.87%
15.63%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
Income
Income

26. 97%
3%0%
20%
40%
60%
80%
100%
120%
YES NO
Bank Account
Bank
account
68.04%
14.43% 17.53%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
Private public both
Bank
BANK

27. 24.42%
18.60% 17.44%
19.77% 19.77%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
AXIS HDFC KOTAK ICICI OTHERS
Private Banks
Private Banks

28. 53.95%
8.85% 13.27%
23.93%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Saving
Account
Loan Account Fixed Account Current
Account
Bank Account
Bank Account

29. 24.27%
16.91% 15.44%
38.23%
0.74%
4.41%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Services
Services

30. 95.18%
4.82%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
YES NO
Satisfied With Services
YES
NO 59.04%
40.96%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
YES NO
Online Banking
Online Banking

31. 59.04%
40.96%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
YES NO
Benefit From Online Banking
Benefit from online banking

32. 80.72%
3.62%
15.66%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
Possitive Negative Can't say
Reaction of customer after the
Bank computerization

33. 25.93%
7.40%
37.04%4.94%
18.52%
6.17%
Rank 1
Personalized
Service
Wide Branch
Networking
Customer
Services
Core Banking
Computerised
Banking
Problem Solving
19.32%
12.50%
19.32%
7.95%
28.41%
12.50%
Rank 2
Personalized
Service
Wide Branch
Networking
Customer
Services
Core Banking
Computerised
Banking
Problem
Solving

34. 15%
16.25%
22.50%
7.50%
23.75%
15%
Rank 3
Personalized
Service
Wide Branch
Networking
Customer
Services
Core Banking
Computerised
Banking
Problem Solving
14.46%
19.28%
13.25%
30.12%
10.84%
12.05%
Rank 4
Personalized
Service
Wide Branch
Networking
Customer
Services
Core Banking
Computerised
Banking
Problem Solving

35. 14.29%
14.29%
4.76%
33.33%
10.71%
22.62%
Rank 5
Personalized
Service
Wide Branch
Networking
Customer
Services
Core Banking
Computerised
Banking
Problem Solving
12.19%
25.61%
3.66%
20.73%
7.32%
30.49%
Rank 6
Personalized
Service
Wide Branch
Networking
Customer
Services
Core Banking
Computerised
Banking
Problem Solving

36. 75.90%
24.10%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
YES NO
Transaction Tracking
system
Transaction
Tracking system
12.If yes, than is it helpful for you?
75.90%
24.10%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
YES NO
Transaction Tracking system Helpful or
not
Transaction
Tracking system
Helpful or not

37. 22.89%
46.99%
26.51%
3.61%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
Excellent Very Good Good Bad
Service Quality
Service Quality

38. 45.46%
23.23%
9.09%
10.10% 12.12%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
Fixed Deposit Insurance Mutual Fund Shares Others
Investment
Investment

39. 86.75%
13.25%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Yes No
Competitive Intrest Rate
Competitive Intrest Rate

40. 12.50%
34.72%
30.55%
22.23%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
Less than 6
months
6 months to
1 years
1 years to 3
years
3 years to 5
years
Time Period to Investment
Time Period to Investment

41. 98.80%
1.20%0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
Yes No
Trust on Your Bank
Trust on
Your Bank
18.Would you recommend this bank
to your friends,relatives,associates?
98.80%
1.20%0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
Yes No
Recommed
This Bank to
Your Friends
and
Relatives

43.  We find out 97% consumers have bank account.
 To analyse 68.04% have a private bank account 14.43% have a public account and 17.53%
have both account.
 To know 95.18% consumers are satisfied with the services provided by private bank and
4.82 % are not satisfied.
 To know 59.04% consumers are using online banking and 40.96% are not using online
banking.
 Recently ICICI bank has launched new service for the consumers are contactless credit card
& debit card and with the help of twitter transfer the fund.
 HDFC bank has started new service “BANK APAKI MUTTHI MEIN” for the consumers.

45.  Consumer are satisfied with the ATM for withdraw cash eassily without go to bank and also
using the online banking for any time.
 Now a days mostly consumers are use private banks for get extra benefits.
 Mostly consumer are give positive reaction regarding bank computerization.
 We find out that consumer are not satisfied with the problem solving services of their banks.