CHAPTER THREE- RESEARCH METHODOLOGY

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.

3.1 Research Design:

A research design serves as a bridge between what has been established (the research
objectives) and how to accomplish these objectives. In fact, the research design is the
conceptual structure within which research is conducted; it constitutes the blueprint for
the collection, measurement and analysis of data. More explicitly, the design decisions
happen to be in respect of:
i) What is the study about?
ii) Why is the study being made?
iii) Where will the study be carried out?
iv) What type of data is required?
v) Where can be the required data found?
vi) What period of time will the study include?
vii) What will be the sample design?
viii) What technique of data collection will be used?
ix) How will the data be analyzed?
x) In what style will the report be prepared?

The function of research design is to provide for the collection of relevant evidence
with minimal expenditure of effort, time and money. But how all these can be achieved
depends mainly on the research purpose.

Research Type:

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.

3.2 Sampling Design:

For my survey I have used Convenience sampling technique.

Convenience sampling is a non-probability sampling technique where subjects are
selected because of their convenient accessibility and proximity to the researcher.
SAMPLE SIZE - Sample of 100 people was taken in order to conduct the research.

UNIVERSE - In accordance to the specified research universe is NAVI MUMBAI.

3.3 Sources of Data Collection:

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

3.4 Data Collection Tools:

For my survey I have used Pie chart, Graphs.
Methods of Data Collection:
For my survey I have collected data through Questionnaire.
CHAPTER FOUR-DATA DESCRPITION AND ANALYSIS

1. Age of the customer?

Chart 1
0-18 18-30 30-50 above 50

6.70% 10.00%
20.00%

63.30%

Interpretation:

Out of 100 respondent that i have taken for my survey 63% between the age of 18-30 has
account in HDFC, 20% between the age group of 30-50 has there account 10% between
the age group of 0-18 and 7% above 50 age group has there account with HDFC, it
means that bank has good amount of customer of different age groups.

2. Which type of account you have with HDFC Bank?

Chart 2
savings account current account salary account
BSBD account salary account

17.57%

5.89%
49.56%

26.98%
Interpretation: Out of 100 respondent that I taken for survey 49% of customer has savings
account 27% of customer has current account 18% of customer has salary account and 6% of
customer has BSBD account it means bank has very good amount of savings account compare
to other account.
 3. Since how long you have your account in HDFC Bank?

Chart 3

0-1 years 1-5 years 5-10 years 10 years

19.94% 3.29%
36.89%

39.88%

Interpretation: Out of 100 respondent 40% of customer has account in HDFC bank from
last 1-5 years.

4. Do you use NET Banking / mobile banking?

Chart 4
yes no

34.50%

65.50%

Interpretation: Out of 100 respondent 65% of customer uses HDFC net banking
service and 35% does not uses the service.
 5. If no, please specify the reason?

Chart 5

do not have internet access; 10.47%

don't have sufficient knowledge about

do not
digital
trustsevice;
net service;
39.53%18.60%

I prefer to have personal human relation; 31.40%

Interpretation: Out of 100 respondent 37% of customer prefer to have personal human
relation official employee of bank 27% customer don’t have sufficient knowledge about digital
service and do not trust net service 9% do ot have access to internet mostly senior citizens falls in
this parameter.

6. If yes, level of usage of technology?

Chart 6

rarely used;
30.00%
frequently
used; 46.70%

moderately
used; 23.30%
 Interpretation: Out of 100 respondent 47% frequently uses the technologies like digital
services which is provided by HDFC bank 30% rarely uses the service 23% moderately uses the
technology of HDFC bank.

7. Reason for opting digital banking service at HDFC bank?

Chart 7
convenience 24*7 cheaper than traditional banking
to save time easy to maintain banking transaction
safe and secure

15.05%

36.81%
18.05%

13.34%
16.75%

Interpretation: Out of 100 respondents 37% of customer uses digital banking service for
24*7 convenience 18% customers uses to maintain banking transaction 17% of customers
says it is cheaper than traditional banking 15% feels that it is save and secure and 13%
uses the service to save there time.

8. Which digital banking service do you use at HDFC bank?

 chart 9

phone banking net banking mobile banking

SMS banking Miss call banking

16.87% 23.54%
7.07%

52.53%

Interpretation: Out of 100 respondents 52% uses net banking 24% uses phone
banking services 17% uses mobile banking apps like payzapp smarthub which are
provided by HDFC bank 7% of customer uses sms banking for the purpose like repin
and transaction details.

9. Which online feature do you use the most?

Chart 9
transfer funds to other ac download or view ac statement
to create online FD/RD req cheque book
credit card payment make bill payment

4.67%
15.55%
41.37%
20.68%
2.18%

15.55%

Interpretation: Out of 100 respondents 41% uses digital banking services for fund transfer
21% for request of cheque book 16% of customers for credit card payment 15% for
downloading account statement 5% for payment of bills and 2% for creating online
FD/RD.

10. Which digital initiative of HDFC bank you know?

 chart 10
payzapp perks
HDFC mobile banking app smart hub App

10.00%
36.70%

40.00%

13.30%

Interpretation: Out of 100 respondents 40% of customers know about

mobile banking app of HDFC bank 37% knows payzapp 13% knows about
perks and 10% customers knows about smart hub app.

11. Do you think HDFC banking services has improved through digitalization?

Chart 11

yes no
26.70%

73.30%

Interpretation: Out of 100 respondents 73% of customer says that HDFC

bank services has improved through penetration of digitalization 27% of
customer says that it has not improved since the penetration of technologies.