PRESENTED BY=

NIKHIL KAPOOR
M.B.A
3RD SEMESTER
ROLL NO. = 501
 To identify the awareness and usage of
Digital-Banking.
 To study the impact of digitalization.
 To know how much banking services has
been improved.
 To study the satisfaction level of the
respondents.
 Research methodology is the process used to
collect information and data for the purpose of
making business decisions. The methodology may
include publication research, interviews, surveys
and other research techniques.
• In this report I have used Descriptive research technique.
• Descriptive research includes surveys and fact-finding enquiries of
different kinds. The major purpose of descriptive research is description
of the state of affairs as it exists at present. The main characteristic of
this method is that the researcher has no control over the variables.

• For my survey I have used Convenience sampling technique.

• Convenience sampling is a non-probability sampling technique where

• SAMPLE SIZE - Sample of 100 people was taken in order to conduct the
research.
 PRIMARY DATA is the data which has been collected through personal
contact.
•Through Questionnaire – Questionnaire is a written set of questions, the
answers to which are recorded by the respondents.
•Through Personal Interaction – In personal interaction an interviewer ask
questions in a face to face contact to the other person.

SECONDARY DATA is the data which are available in the form of fact
and figures. The sources of secondary data are:
•Websites
•Magazines
•Articles

• PERCENTAGE ANALYSIS

• For my survey I have collected data through Questionnaire.

PARTICULARS RESPOND
(ACCOUNTS) OUT OF 100
SAVINGS A/C 80%
CURRENT A/C 15%
SALARY A/C 3%
OTHER A/C 2%

Interpretation:
Out of 100 respondents that I have taken for my survey 80%
respondents have saving account, 15% have current account, 3% have
salary account and 2% respondents have other account which include
NRI and fixed deposit account in the bank. It means that the bank has
a very good amount of saving account customers as compare to the
other account.
Q2. Since how long you are having account in HDFC Bank?
YEARS RESPONSE OUT
OF 100
(0 – 1 ) year 15%
(1 – 2) year 27%
(2 – 3) year 25%
3 year and above 33%

Interpretation:
Out of 100 respondents 33% have their account in HDFC Bank from the
last 3 years and more.
Q3 According to you what is more convenient way for banking?

Banking RESPONSE
OUT OF 100
BRANCH 10%
BANKING
DIGITAL 90%
BANKING

Interpretation:
When the customers are asked about their preference between branch
banking and digital banking 90% customers preferred digital banking and
10% customers preferred branch banking as a mode of their banking
transaction. Above graph reveals their preferences for the both.
Q5. What are your reasons for choosing our Digital banking services?

USE FOR RESPONSE

Interpretation:
Out of the 100 respondents 60% use digital banking services for convenience,
80% use to save time and 68% use due to 24 hour access.
Q6. Which Digital banking services do you use at HDFC Bank?

SERVICES RESPONSE
INTERNET 75%
BANKING
MOBILE 60%
BANKING
PHONE 24%
BANKING
INSTA 4%
ATM 100%

Interpretation:
Out of the 100 respondents 75% of them use internet banking, 60% out of 100
use mobile banking, 24% of 100 use phone banking, 4% of 100 are using insta
alerts/sms/query, and all the 100% of respondents use ATM service
Q7. For what purpose you use Digital banking services at HDFC Bank?
PURPOSE RESPONSE
MONEY 90%
TRANSFER
PAY BILL 45%
BALANCE 78%
DETAILS
RECHARGE 36%
LOAN QUERY 0%
CHECK BOOK 0%

Interpretation:
Out of the 100 respondents 90% use digital banking services for money
transfer, 45% use to pay bill, 78% use to get balance details, 36% use for
recharge.
Q8. Are you aware about HDFC Bank Digital Initiatives i.e. Go digital?

AWARE RESPONSE
YES 55%
NO 45%

Interpretation:
As shown in the above pie chart 45% respondents out of 100 are aware about
HDFC bank Go digital initiative while 55% of them are not aware.
Q9. Which Digital Initiative of HDFC you know about?

INITIATIVE RESPONSE

PAYZAAP 88.88%
CHILLR 78.33%
DIGITAL 28.88%
WALLET
WATCH 44.44%
BANKING

Interpretation:
Out of 100 respondents that I have taken for my survey approximately 55%
customers do not know about Go digital initiative because they are not much aware
about this facility. 45% of them are aware about some initiative and out of those
45% customers 88.88% know about PayZaap, 78.33% know about Chillr, 28.88%
know about Digital wallet, and 44.44% know about Watch banking.
Q11. Do you think HDFC Bank banking services has improved through
Digitalization?

Improved Response
YES 98%
NO 2%

Interpretation:
Out of 100 respondents 98% thinks that digitalization improved the
banking services of HDFC bank and 2% of the respondents do not think
that digitalization has improved the banking services.
Q12. Please rate that how much Digitalization has improved the Banking
Services?

STARS RESPONSE
5 STARS 14%
4 STARS 68%
3 STARS 18%
2 STARS 0%
1 STAR 0%

Interpretation:
Out of 100 respondents 14% of them rate 5 stars to the digital improvement
in the banking services, 68% rate it 4 stars, and 18% rate 3 stars.
Q13. What is your level of satisfaction with HDFC Bank Digital Services?

Level of Response
satisfaction
Fully satisfied 33%
Satisfied 65%
Somewhat 2%
satisfied
Not satisfied 0%

Interpretation:
Satisfaction level is very important for the direct banking channel of bank. In
above graph we can see that 65% Customers are satisfied with HDFC bank
digital services, 33% customers are fully satisfied and only 2% are somewhat
satisfied. It indicates that HDFC bank customers have high satisfaction level
from the services they get.
 In our study we find that 100% respondents are aware with the
ATM facility use this facility and around 75% of them use internet
banking, 60% use mobile banking, 24% use phone banking. But
the awareness of Insta query is only 4%.
 Customers use digital banking services at HDFC bank mostly for
money transfer, to pay bill, for recharge, online shopping. HDFC
bank provides very quick services to its customers.
 Most of customers believe that Digital banking is more
convenient way for banking and most of them use digital
banking in order to save time and also as it has 24 hour access.
 Most of respondents who are not using the Go Digital initiatives
of the bank, it is because they are not much aware about the
initiatives of the bank.
 According to the response of the respondents it shows that
digitalization improved the banking services very much for the
customers.
• Though the Digital Banking is an effective tool but many of the customers
are not using it due to the awareness of the particular digital banking
services. Now the responsibility lies with the bank to make them aware
about various Digital banking channels through publicity and
advertisement.
• The result of the study show that customers are using only few services of
various digital banking services - for example ATM for view balance and
cash withdrawal etc. Though digital banking provides a full gamut of
various services. Customer should be made aware of these services and
must be encouraged to use the same
• The bank may improve existing facilities in rural areas through
advertising, spread awareness about computer and internet banking.

• The best way to motivate the customer to use digital banking is more
efficient customer care service.