A Synopsis on
“A Study On The Customer Satisfaction And Perception Towards The Home
Loan Services Provided By HDFC Bank”
MASTER OF BUSINESS ADMINISTRATION Of
BENGALURU NORTH UNIVERSITY
By
KISHAN HA
P19MJ22M015084
Under the guidance of
MRS SEEA THOMAS
ASSISTANT PROFESSOR
ST. GEORGE COLLEGE OF MANAGEMENT AND SCIENCE
BENGALURU NORTH UNIVERSITY
2023 – 2024
TITLE: A study on the customer satisfaction and perception towards the home loan services
provided by HDFC Bank
INTRODUCTION
In the dynamic financial sector, home loans play a crucial role in facilitating property ownership
and economic growth. HDFC Bank, one of India’s leading private sector banks, has established
itself as a key player in providing home loan services. This study aims to explore customer
satisfaction and perceptions regarding HDFC Bank’s home loan offerings.
Home loan services are essential for individuals seeking to purchase, build, or renovate homes. The
efficiency, terms, and customer service associated with these loans can significantly influence
customer experience and satisfaction. This study investigates various dimensions of customer
experience, including loan processing time, interest rates, customer support, transparency, and
overall satisfaction.
Understanding customer perceptions and satisfaction is vital for HDFC Bank to enhance service
quality, address potential areas for improvement, and maintain a competitive edge in the market. By
examining these aspects, the study seeks to provide actionable insights for both HDFC Bank and
potential customers, contributing to improved service delivery and customer experience in the home
loan sector.
NEED AND RELEVANCE
The needs and relevance of HDFC Bank in a short story, we can weave in elements that highlight
how the bank addresses customer needs and maintains its relevance in the competitive home loan
market. Here’s how we can structure the story with this focus. The commitment to actively support
the welfare and development of its employees.
STATEMENT OF THE PROBLEM
Labour welfare measures revolves around identifying and addressing challenges related to the well-
being of the work force. The key concern may include the effectiveness of the current welfare
initiates, potential gaps in meeting employee needs on labour regulations and the impact of existing
measures on job satisfaction and retention to enhances overall welfare of employees and contribute
to a positive sustainable work environment. Thus, a study is undertaken to understand and assess
how labour welfare measures help the company and employees in improving productivity and
performance.
OBJECTIVES OF THE RESARCH
To study the customer satisfaction and perception towards the home loan services
provided by HDFC Bank
To Measure overall customer satisfaction with HDFC Bank's home loan services.
To Identify perceived strengths and weaknesses of the bank’s home loan offerings
To Examine the impact of interest rates, loan processing time, and customer support on
satisfaction levels. Examine the impact of interest rates, loan processing time, and
customer support on satisfaction levels.
REVIEW OF LITERATURE
1. (Dr K Sreenivas, L Saroja 2013): Entitled a comparative study of financial
performance of HDFC Bank and ICICI Bank. Study revels there is no significance
difference in the performance of HDFC Bank and ICICI Bank, but they conclude that
HDFC Bank financial performance is slightly shows an increase in compared with ICICI
Bank.
2. (Dr B Sudha, P Rajendran 2019)2: Conducted astudy on financial health of Axis Bank
& HDFC Bank for the time period of 2013-2014 to 2017-2018 by using various statistical
tools and ratio analysis for analysing data. The study conclude that overall financial
performance of Axis Bank is less compared the HDFC Bank
RESEARCH METHODOLOGY
Research methodology is the specific procedures or techniques used to identify, select, process and
analyse the information about the topic. It is a plan of simple way for studying and collecting and
analysing the data which is needed for research to carry. A good research methodology provides
scientific sound finding, where as a poor methodology. It includes the research design, source of
data, data collection method, sampling method etc.
TYPES OF RESEARCH: Descriptive research methodology will be used for the purpose of study.
SAMPLING METHOD
Simple Random sampling will be used in this study to collect the data from employees in the
organization.
SOURCES OF DATA
The study uses both primary and secondary.
1. Primary data: Primary data will be collected from HDFC company through Questionnaire
and survey method.
2. Secondary data: The secondary data will be collected from Broachers, records, text books
and Internet, guides.
SAMPLING UNIT: Customers of HDFC BANK.
SAMPLING SIZE: 104
PLAN OF ANALYSIS
The data is analysed with the help of statistical tools such has graphs, charts and tables are used to
represent the data with the help of percentage analysis for this study. Questionnaire which is being
collected from the respondents are used to analyse the data.
LIMITTIONS OF THE STUDY
• The findings cannot be generalized.
• The study is restricted to the practice adopted at the company.
• Due to the fear in revealing certain confidential information, the responses of the employees
may be biased.
• Extensive research could not be undertaken because of time constraints.
CHAPTER SCHEME
CHAPTER CONTENTS
1 Introduction
2 Review of literature and research design
3 Profile of the selected organization or profile of the respondents
4 Data analysis and interpretation
5 Findings, conclusions and recommendation
Bibliography
Annexures
Signature of the Candidate Signature of the Guide