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SUMMER TRAINING PROJECT
ON
CUSTOMER ATTITUDE TOWARDS
ATM SERVICES (A STUDY OF HDFC BANK, BULANDSHAHAR)
PROJECT REPORT SUBMITTED FOR THE PARTIAL FULFILLMENT OF
MASTER IN BUSINESS ADMINISTRATION (U.P. TECHNICAL UNIVERSITY, LUCKNOW)
[SESSION: 2007-2009]
SUBMITTED TO:MR. RAVI SHANKAR TIWARI
H.O.D. (MBA Deptt)AIMT, Gr. Noida
SUBMITTED BY :ABHISHEK KUMAR AGGRWAL
MBA (3rd Sem)Roll No. 0722570003
ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGYGREATER NOIDA
DECLARATION
I, Abhishek Kumar Aggrwal, student of M.B.A., 3rd semester, AIMT,
Greater Noida session 2007-2009, Roll No.:0722570003, hereby declare that
summer training report entitled “CUSTOMER Attitude towards ATM
Services, Bulandshahar, is the out come of my own work.
I hereby declare that this project is an original work done by me and all the
facts and figures are collected honestly by me those areas given me for the
collecting require information’s by Mr. Radha Ballabh (Branch Manager)
of HDFC Bank .
Date: ………… ABHISHEK KUMAR AGGRWAL MBA-3rd Sem.
Place: ……….. AIMT, Greater Noida
2
ACKNOWLEDGMENT
My debts to assistance in making this project report are more numerous than
can be identified here. This whole effort is a result of the guidance,
assistance and inspiration of several people who have helped me throughout
the study and preparation of the report. I feel greatly honored to express my
indebt ness and profound gratitude to Mr. Irfan Ahmad and Mr. Pramod
Singh, under whose able guidance this project was undertaken. This
assistance, encouragement, inspiration and various suggestion right from the
very beginning of this project to its accomplishment has helped me to
prepare a more realistic report in a limited period which otherwise have been
difficult.
I would also like to express my sincere gratitude to Mr. Ravi Shankar
Tiwari, H.O.D. (MBA Deptt), AIMT, Greater Noida, who inspired me to
undergo such project, which has given me practical experience and ease in
learning Market Research.
I shall be failing in my duty if I don’t express my sincere gratitude to all the
respondents of my survey who lent me various time and provided me with
all the necessary information. At last I would like to thank to all those loving
hearts that directly or indirectly helped me in my project study.
ABHISHEK KUMAR AGGRWALMBA (3RD SEM)
ROLL NO. 0722570003
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CONTENTS
PREFACE
ACKNOWLEDGEMENT
DECLARATION
INTRODUCTION
COMPANY PROFILE
HISTOTY OF BANKING IN INDIA
ABOUT HDFC BANK
ABOUT-
ATM
INTERNATIONAL DEBIT CARD
PHONE BANKING
OBJECTIVE
RESEARCH METHODOLOGY
REPORT (RESULTS AND FINDINGS)
LIMITATIONS & SUGGESTIONS
RECOMENDATION
SWOT ANALYSIS
HYPOTHESIS
CONCLUSION
BIBLIOGRAPHY
ANNEXURE
4
PREFACE
As integral part of 2 years full time MBA program every student
required to under goes summer training of first year for period of 6 to 8
weeks in an organization.
This training program is mandatory for each student acquired them
which the way in an organization face to successfully run their
business in the competitive environment this also have given to the
students a practical exposure.
About the market and their industries environment this also has given
to students a practical exposure. For the same time I also got the
chance to my summer training in HDFC Bank.
In this highly competitive market where many players fighting each
and every moment to increase their market share and to become the
customer first preference.
This project was an attempt to study the consumer’s behavior,
preferences and the market share to products of HDFC Bank ATM.
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EXECUTIVE SUMMARY
6
EXECUTIVE SUMMARY
Direct banking channels have become an endemic
part of the banking culture. ATM is one of them. For many
people, the only contact they now have with their bank is
through an ATM. But to truly unlock the value of an ATM we
must look closer at the user experience and the type of service
that could be delivered.
HDFC Bank is one of the best direct banking
channels with 750 ATM across India. I was given the
opportunity to do a project “Customer Attitude towards ATM
Services, Bulandshahar City (A study of HDFC Bank), by Mr.
Sudhir Srivastava (Branch Manager, HDFC Bank,
Bulandshahar.) in my summer training, for this prestigious
bank.
At first I was made aware of all the direct
banking channels and services provided by the HDFC Bank.
The project demanded a survey of the HDFC Bank’s ATM. In
my survey I had to visit the ATM’s and had to take the
customer responses in the questionnaire prepared to suit the
objective.
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BULANDSHAHAR city has Two HDFC Bank’s ATM
located at-
Bank Road
Railway Colony
A sample of 300 was collected for analysis. For finding out
the usage rate of an ATM I had to take the number of hits at
each counter by the banks record and then the analysis was
done. I can say that the training was full of knowledge
practical experience.
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THE HISTORY OF
BANKING IN INDIAN
9
THE HISTORY OF BANKING IN INDIAN
Banking in India has its origin as early as the Vedic period. It is
believed that the transition from money lending to banking must
have occurred even before Manu, the great Hindu Jurist, who has
devoted a section of his work to deposits and advances and laid
down rules relating to rates of interest. During the Mogul period,
the indigenous bankers played a very important role in lending
money and financing foreign trade and commerce. During the
days of the East India Company, it was the turn of the agency
houses to carry on the banking business. The General Bank of
India was the first Joint Stock Bank to be established in the year
1786. The others, which followed, were the Bank of Hindustan
and the Bengal Bank. The Bank of Hindustan is reported to have
continued till 1906 while the other two failed in the meantime. In
the first half of the 19th century the East India Company
established three banks; the Bank of Bengal in 1809, the Bank of
Bombay in 1840 and the Bank of Madras in 1843. These three
banks also known as Presidency Banks were independent units
and functioned well. These three banks were amalgamated in
1920 and a new bank, the Imperial Bank of India was established
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on 27th January 1921. With the passing of the State Bank of India
Act in 1955 the undertaking of the Imperial Bank of India was
taken over by the newly constituted State Bank of India. The
Reserve Bank which is the Central Bank was created in 1935 by
passing Reserve Bank of India Act 1934. In the wake of the
Swadeshi Movement, a number of banks with Indian management
were established in the country namely, Punjab National Bank
Ltd, Bank of India Ltd, Canara Bank Ltd, Indian Bank Ltd, the
Bank of Baroda Ltd, the Central Bank of India Ltd.
On July 19, 1969, 14 major banks of the country were
nationalised and in 15th April 1980 six more commercial private
sector banks were also taken over by the government. Today the
commercial banking system in India may be distinguished into:
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PUBLIC SECTOR BANKS
State Bank of India and its associate banks called the State Bank
group
19 Nationalized banks
Regional Rural Banks mainly sponsored by Public Sector Banks
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PRIVATE SECTOR BANKS
Old generation private banks
New generation private banks
Foreign banks in India
Scheduled Co-operative Banks
Non-scheduled Banks
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CO-OPERATIVE SECTOR
The co-operative banking sector has been developed in the country to
the supplement the village moneylender. The co-operative banking
sector in India is divided into 4 components
State Co-operative Banks
Central Co-operative Banks
Primary Agriculture Credit Societies
Land Development Banks
Urban Co-operative Banks
Primary Agricultural Development Banks
Primary Land Development Banks
State Land Development Banks
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DEVELOPMENT BANKS
Industrial Finance Corporation of India (IFCI)
Industrial Development Bank of India (IDBI)
Industrial Credit and Investment Corporation of India (ICICI)
Industrial Investment Bank of India (IIBI)
Small Industries Development Bank of India (SIDBI)
SCICI Ltd.
National Bank for Agriculture and Rural Development
(NABARD)
Export Import Bank of India
National Housing Bank
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ABOUT HDFC BANK
LTD.
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ABOUT HDFC BANK LTD.
The Housing Development Finance Corporation Limited (HDFC) was
amongst the first to receive an in principle approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector, as part of the
RBI's liberalization of the Indian Banking Industry. The bank was
incorporated in August 1994 in the name of HDFC Bank Limited, with
its registered office in Mumbai, India. The bank commenced
operations as a Scheduled Commercial Bank in January 1995.
PROMOTER
HDFC is India's premier housing finance company and enjoys an
impeccable track record in India as well as in international markets.
Since its inception in 1977, the Corporation has maintained a
consistent and healthy growth in its operations to remain the clear
market leader in mortgages and banking services in India. Its
outstanding loan portfolio covers over a million dwelling units.
HDFC has developed significant expertise in retail mortgage loans to
different market segments and also has a large corporate client base for
their housing related credit facilities. With its experience in the
financial markets, a strong market reputation, large shareholder base
and unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.
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BUSINESS FOCUS
HDFC Bank's mission is to be a World Class Indian Bank. The Bank's
aim is to build a sound customer franchise across distinct businesses so
as to be the preferred provider of banking services in the niche
segments that the bank operates in and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank aims to
ensure the highest level of ethical standards, professional integrity and
regulatory compliance. HDFC Bank's business philosophy is based on
four core values: Operational Excellence, Customer Focus, Product
Leadership and People. The Bank signed a strategic business
collaboration agreement with Chase Manhattan Bank in February
1999.
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CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs.450 corers. The paid-up
capital is Rs.281.2 crores. The HDFC Group holds 24.5% of the bank's
equity while about 13.3% of the equity is held by the depository in
respect of the bank's issue of American Depository Shares (ADS/ADR
Issue). The Indian Private Equity Fund, Mauritius (IPEF) and Indocean
Financial Holdings Ltd., Mauritius (IFHL) (both funds advised by J P
Morgan Partners, formerly Chase Capital Partners) together hold about
11.6% of the bank's equity. Roughly 18% of the equity is held by FIIs,
NRIs/OCBs while the balance is widely held by about 300,000
shareholders. The shares are listed on the The Stock Exchange,
Mumbai and the National Stock Exchange. The bank's American
Depository Shares are listed on the New York Stock Exchange under
the symbol "HDB".
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TIMES BANK AMALGAMATION
In a milestone transaction in the Indian banking industry,
Times Bank Limited (another new private sector bank
promoted by Bennett, Coleman & Co. /Times Group) was
merged with HDFC Bank Ltd., effective February 26, 2000.
As per the scheme of amalgamation approved by the
shareholders of both banks and the Reserve Bank of India,
shareholders of Times Bank received 1 share of HDFC Bank
for every 5.75 shares of Times Bank. The amalgamation
added significant value to HDFC Bank in terms of increased
branch network, expanded geographic reach, enhanced
customer base, skilled manpower and the opportunity to
cross-sell and leverage alternative delivery channels.
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DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at
present has an enviable network of over 235 branches spread
over 126 cities all across the country. All branches are linked
on an online real-time basis. Customers in 39 locations are
also serviced through Telephone Banking. The Bank's
expansion plans take into account the need to have a presence
in all major industrial and commercial centres where its
corporate customers are located as well as the need to build a
strong retail customer base. Being a clearing/settlement bank
to various leading stock exchanges, the Bank has branches in
the centres where the NSE/BSE have a strong and active
member base. The Bank also has a network of almost over
750-networked ATMs across these cities.
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Moreover, HDFC Bank's ATM network can be accessed by
all domestic and international Visa/MasterCard, Visa
Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders. It is the only bank in India which
provides access to all the 3 major International Card Networks
on its ATM network.
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TECHNOLOGY USED
HDFC Bank operates in a highly automated environment in
terms of information technology and communication systems.
All the bank's branches have connectivity which enables the
bank to offer speedy funds transfer facilities to its customers.
Multi-branch access is also provided to retail customers
through the branch network and Automated Teller Machines
(ATMs). The Bank has made substantial efforts and
investments in acquiring the best technology available
internationally, to build the infrastructure for a world class
bank. In terms of software the Corporate Banking business is
supported by Flextube, while the Retail Banking business by
Finware, both from i-flex Solutions Ltd. (formerly Citicorp
Information Technology India Ltd.). The systems are open,
scaleable and web-enabled.
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The Bank has prioritized its engagement in technology and
the internet as one of its key goals and has already made
significant progress in web-enabling its core businesses. In
each of its businesses, the Bank has succeeded in leveraging
its market position, expertise and technology to create a
competitive advantage and build market share.
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A HISTORY OF ATM
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A HISTORY OF ATM
ATM is the culmination of all the developments in
switching and transmission in the last twenty years. This
includes the advent of packet-switching and the change
from coaxial to optical.
CIRCUIT SWITCHING:
This was the first type of data transfer mehanism used. A
dedicated line on the network path is allocated to the
parties involved in the transfer over the network. Channel
capacity has to be available and reserved between each
pair of nodes on the path, and each node has to have a
switching capability. For different applications, utilization
of the line can vary enormously. However there is little
delay and effective transparency for the user. It is very
efficient for Constant Bit Rate (CBR).
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PACKET SWITCHING:
Data to be sent is broken down into chunks or packets.
Each packet contains data and header information for
control e.g. routing. At each node the packet is received,
stored briefly and passed on. At each node the packets
may be put on a queue for further movement into the
network. There are two approaches to transport -
1. Datagram - where each packet can take any path
through the network as long as they all reach the
destination.
2. Virtual Circuit - where all the packets are routed
through the same path without having the path
dedicated.
Datagram allows for dynamic handling of congestion and
no call setup is necessary. Virtual channels allow for
sequencing, error and flow control.
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MULTIRATE CIRCUIT SWITCHING:
This is an enhancement of the synchronous Time-Division
Multiplexing (TDM) approach used initially in circuit
switching. In circuit switching a station must operate at a
fixed data rate which must be used regardless of
application. In multirate switching, multiplexing is
introduced. A station attaches to the network by means of
a single physical link which carries multiple fixed data-
rate channels (B-channel @ 64kbps). Traffic on each
channel can be switched independently through the
network to various destinations. This is used for simple
ISDN. So the user has a number of data rate choices but
they are fixed so Variable Bit Rate (VBR) is difficult to
accommodate efficiently.
FRAME RELAY:
Frame relay is essentially identical to packet switching.
Frame relay saw its development as a result of high data
rates and low error rates in modern high speed
communications systems. In old packet switching, there
was considerable overhead involved in error recovery,
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redundancy enhancement and routing information. With
Frame relay the packets are now of variable length and not
fixed length, meaning that they were designed to operate
at up to 2Mbps. This was very good for VBR.
CELL RELAY:
This is an evolution from frame relay and multirate circuit
switching. Cell relay uses fixed sized packets called cells.
Multirate circuit switching also had fixed channels. Cell
relay allows for the definition of virtual channels with data
rates dynamically defined. Using a small cell size allows
almost constant data rate even though it uses packets.
From frame relay, cell relay takes improved error control
into account, and allows more errors to be handled at a
higher
Logical level. The fixed-size cells reduce overhead even
more and thus allows rates of tens to hundreds of Mbps.
29
So we have seen progression from two areas - circuit
switching for CBR, and packet switching for VBR. Cell
relay is equally as good with either CBR or VBR as is
shown by the diagram
TRANSMISSION:
In the late 1800s signals were analog and telephones were
allocated a single channel per line for transmission.
Development of the vaccum tube led to analog system
employing FDM ( Frequency Division Multiplexing ), in
1925 and coax was installed in 1936. This developed to
the microwave level of 4, 6 and 11 Ghz frequency regions,
and in 1969 digital wireless system was initiated. Aided
by the invention of transistors and the concept of PCM
( Pulse Code Modulation ), by 1972, a digital channel
30
bank featuring toll quality was developed. Soon after, a
high bit rate digital system employing TDM ( Time-
Division Multiplexing ), was realised but was relatively
expensive.
It was not until the advent of optical transmission systems
that any real use of TDM could be made. Optical
transmission is accomplished by modulating transmitted
information by a laser diode or LED, passing the
information signal over optical fibre and reconstructing
the information by the 'pin' diode or the avalanche photo
diode ( APD ). Now PCM and TDM saw use in 45Mbps
optical communications systems, which have developed to
1.2, 1.7, and 2.4 Gbps. These systems eventually converge
into SDH/SONET.
But before that, in the mid-80's the most common digital
hierarchy in use was PDH (Plesciosynchronous Digital
Hierarchy), which is still used in the form of DS-1/2/3/4
signals. It is called 'plescio' (almost) because the
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transmission is neither wholly synchronous or
asynchronous. Thus, PDH, was superceded by SDH,
which took the PDH signals and multiplexed them into an
STM (synchronous time-division multiplexing) of n =
STM-n signal. So development went from asynchronous
mutiplexing used in PDH for conversion to a higher bit
rate to synchronous multiplexing in SDH. That means that
given any of the current signals, a generic STM-n signal
can be constructed through thye synchronous multiplexing
procedure used in SDH.
So we have a switching technology - cell relay, and a
transmission technology - SDH over optical fibre. Cell
relay supports VBR, CBR and varied applications. SDH
allows large amounts of data top be transmitted efficiently
over a network. The combination of these two ideas
together give the basis for ATM - Asynchronous Transfer
Mode.
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ATM’S OF HDFC
HDFC has 750 ATM across India. This makes money
accessible 24 hours a day, 7 days a week, 365 days a year.
USES OF ATM
By using an ATM one can –
Check account balance.
Request for a cheque book.
Request for the statement of last ten transactions.
Transfer funds to another HDFC Bank account.
Pay electricity, telephone or mobile phone bills with free
bill pay facility.
Use intercity or interbranch banking to access his
account nationwide.
Withdraw Rs.15000 a day with an International Debit
Card.
Withdraw Rs. 10000 a day with an ATM card.
Deposit cash or cheques.
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GLOBAL NETWORK
HDFC Bank ATMs are a part of the VISA International
Plus ATM Network as well as the MasterCard
International Cirrus ATM Network, and can be accessed
by all domestic and international MasterCard, Cirrus or
Maestro and VISA Electron cardholders for cash
withdrawals and balance inquiries.
We have also partnered with American Express to offer
their domestic and international cardholders the benefits
of cash advances from any of our ATMs. To use our
ATMs your card needs to be one of the following:
MasterCard/VISA/American Express Credit Cards
Maestro/VISA Electron Debit Cards
Cirrus/Plus ATM Cards
American Express Charge Cards
Participating banks in the networkCirrus : Standard
Chartered Grindlays, Citibank.Plus : Standard
Chartered Grindlays, HSBC, ICICI Bank. Limits and
parameters are set by the card issuing banks regarding
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amount of cash withdrawal, withdrawal limit, number of
PIN log-in attempts, transaction set allowed and declines.
A free service for you! No fee is charged to an HDFC
Bank cardholder for using our ATM.
For the first time in the country HDFC Bank
introduces recharge of Prepaid cards through ATMs.
You would recall that we had earlier launched the
service with Orange in Mumbai. With this launch we
are now Live with Hutch in Karnataka, A.P. ,Delhi,
Chennai and now Gujarat. We will also be launching
this facility with Hutch in Kolkotta shortly.
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ADVANTAGES
OF
ATM
36
THE ADVANTAGES
When you open an HDFC Bank NRE Savings Account,
you gain the following benefits:
International Debit Card:
It is like an ATM card you can shop with. You can
use it to shop at over 80 lakh establishments in 140
countries or withdraw cash from 6.3 lakh VISA/Plus
ATMs and over 5.6 lakh Cirrus ATMs across the
globe. Now, you can access your account, make
purchases at shops and withdraw cash in almost any
country in the world in the currency of that country,
while the account gets debited in India in Rupees.
ATM Card:
Alternatively, you are issued an ATM Card that can
be used at all HDFC Bank ATM locations.
ATM Card to mandate Holders
37
Make it easier for your family in India to access and
manage your NRI savings account. You can now
appoint your relative or friend as a Power of attorney
/mandate holder, who can operate your account on
your behalf through an individual ATM card.
They can use the ATM card to withdraw cash from
any of our widespread network of ATMs across
India.
LETTER OF MANDATE
You can give a letter opf mandate/POA to your local
representative in India who can operate the account
on your behalf.-
PERSONALISED CHEQUE BOOK:
You get a personalised cheque book that is issued on
the NRE Savings Account.
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NETBANKING:
Now, a FREE, safe and secure way to do your
banking over the Internet. Using the highest level of
encryption, for maximum security, pay your utility
bills in India, transfer funds between your accounts
or to third parties within the bank, all at the click of a
mouse. You can carry out the following transactions:
o Account Balance inquiry
o Account Statement inquiry
o Fixed Deposit inquiry
o Cheque Status inquiry
o Cheque Book request
o Fixed Deposit request
o Fund Transfers
o Stop Payment request for a single cheque or a
series of cheques.
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BILL PAY:
Use this convenient facility to pay your electricity,
phone and mobile bills through any of the channels. It
can even use the BillPay facility through NetBanking to
pay local bills - phone, electricity, mobile phones in 36
Indian cities, right from wherever you are, thousands of
miles away.
NOMINATION FACILITY:
Nomination is allowed in NRE Accounts.
FREE QUARTERLY STATEMENTS:
You are sent Quarterly Statements at your mailing
address.They are generated as of 31st March, 30th
June, 30th September and 31st December. Monthly
statements and Duplicate statements are available at
a fee.
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PHONEBANKING:
Enjoy FREE 24-hour PhoneBanking to check your
balance, find out the status of your cheque or even
open new Fixed Deposits.The following transactions
can be carried out:
o Account Balance inquiry
o Account Statement inquiry
o Fixed Deposit inquiry
o Cheque Status inquiry
o Cheque Book request
o Fixed Deposit request
o Fund Transfers
o Stop Payment request for a single cheque or a
series of cheques.
INTERCITY BANKING:
Enjoy the convenience of banking at any of our
branches in India.
41
REPATRIATION:
You can easily have your balances held in the NRE
Account, along with interest earned, transferred
outside India without the prior approval of the
Reserve Bank Of India.
TAX EXEMPTIONS:
Interest earned on an NRE Account is exempt from
Income Tax. (Under clause 4(ii) of Section 10 of the
Income Tax Act, 1961 . Likewise, balances held in
such accounts are also exempt from Wealth Tax in
terms of Section 6(ii) of the Wealth Tax Act, 1957.)
The above tax exemptions are available only for a
NRE Account held by an individual and not for those
maintained by OCBs
(Overseas Company Bodies).
SAFE DEPOSIT LOCKER at certain branches, for
your valuables and important documents.
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E-AGE ADVANTAGES
Easy shop International Debit Card: It’s like an
ATM card you can shop with!
o Use your HDFC Bank Easyshop International
Debit Card to access your account from a
widespread network of ATMs within India and
abroad.Withdraw cash at over 8,00,000
Visa/Maestro/Plus/Cirrus ATMs in 140
countries
o Shop at over 1,10,000 establishments in India
and over 13 million worldwide with your
Easyshop International Debit Card.
o At select branches of Canara Bank and Bank of
India you can withdraw cash against your
HDFC Bank Easyshop International Debit Card
(available only with the Visa programme)
43
International Usage - Account Debited in Indian
Rupees
You can use your Debit Card abroad to withdraw
cash and to make purchases at merchant locations.
For all such transactions done abroad, your account
will be debited in Indian Rupees regardless of the
currency in which you transact.
Widespread domestic and international validity
ATMs
o Over 1000 HDFC Bank ATMs
o Over 1200 Visa/Plus ATMs (Visa Debit Card)
and over 2,800 Cirrus ATMs (Maestro Debit
Card) in India
o Over 8 lakh Visa/Plus ATMs (Visa Debit Card)
and over 6.4 lakhs Cirrus ATMs (Maestro Debit
Card) internationally
44
Merchant Locations
o Over 1,00,000 Merchant locations (Visa Debit
Card) and 27,000 Merchant locations (Maestro
Debit Card) in India
o Over 13 Million Merchant locations (Visa
Debit Card) and 12 Million Merchant locations
(Maestro Debit Card) internationally
Cash withdrawal at select Canara Bank and Bank
of India branches (for Visa Program only)
o Walk into 450 select branches of Canara Bank
& Bank of India across the country and
withdraw cash against your HDFC Bank
Easyshop International Debit Card (available
only with the Visa program)
Daily withdrawal limits
You can withdraw up to Rs. 15,000/- at ATMs and
make purchases upto Rs. 25,000/- at Merchant
Locations
45
(Point of Sale) per day. For cash withdrawals at
Canara Bank and Bank of India locations (VISA
Cardholders only) the Point of Sale limit applies.
Lost your Debit/ATM Card?
You can now hot-list you Debit or ATM Card 24
hours a day, 7 days a week by calling our phone
banking numbers: 656 3737 in Ahmedabad ; 520
2233 in Bangalore; 2860 5959 in Chennai; 95124-
230 9393 in Delhi; 2323 0036 in Hyderabad;2281
3838 in Kolkata; 268 888 in Mohali; 643 0266 in
Pune; 98982 71111 for rest of Gujarat; 98153 31111
for rest of Punjab; 95124-230 9393 for rest of
Haryana and 9580-520 2233 for rest of Karnataka.
As you know for availaing this facility in Mumbai
you simply need to dial 28561818. Also if you are
calling from outside Mumbai or any of the above
cities/states simply dial 022-28561818 for
emergency hot-listing of your Debit or ATM card
even after your local PhoneBanking hour.
46
For your convenience, this facility is available on
weekends and bank holidays too.
Limited liability of fraudulent usage on lost and
stolen cards
o In case you lose your Debit Card, report the
loss to our Phone Banking service immediately
or give written instructions to your nearest
HDFC bank branch.
o In case your lost/stolen card is fraudulently
used, your liability is limited to Rs. 500/- from
the time you report the loss to us.
o Additionally you must also report the loss to the
nearest local police authorities and forward a
copy of the FIR to the Bank.
47
Worldwide Assistance
o If you are abroad, Visa Card holders can call
the VISA Global Assist Centers. Please check
the local telephone directories/yellow pages or
visit www.visa.com for more information.
o Maestro Card holders can call the Maestro
Global Service from MasterCard International.
Phone numbers are available on the MasterCard
website.
48
THE MECHANICS OF MONEY
TRANSFER
YOU are traveling abroad and want to send money back
home quickly. Or, you are an NRI working abroad looking
to transfer your hard earned money home. This is how you
can do it.
Money can be transferred through banks, Web sites such
as Remit2India.com, and money transfer companies such
as Western Union. However, each has its advantages and
disadvantages.
49
BANK TRANSFER
Within the ambit of banking transfer there are several
methods of sending money. The most cost effective mode
is writing a cheque in the local currency and mailing it
across to the beneficiary. However, a cheque takes 30-45
days for clearance and also cost the recipient a few
hundred rupees.
You can also send a foreign draft through banks. Sending
a foreign draft is similar to sending a local draft. The bank
collects the money from you in the form of a cheque or a
certified cheque and gives a rupee draft. You mail the
draft to the recipient for encashment. If you are an NRI,
you can also remit the money in your bank account in
India. The procedure is the same, except that you mail the
draft to the branch where your account is maintained. In
case the draft is payable at a place other than where you
50
have the account, the instrument is sent for collection and
normal charges are levied.
Telegraphic transfer or wire transfer is the fastest way to
transfer funds through a bank. You do not have to be a
customer of the bank to wire funds, and this is faster than
a foreign draft. But the catch is you have to pay cash and
the fee varies based on your relationship with the bank
(customer or non-customer). You will also have to furnish
such information as name of beneficiary bank/branch,
beneficiary's name, address and a/c no, remitter's name
and address, and so on to the bank.
If you are on vacation or on a short visit to India,
traveler’s cheques are a safe option. You can also convert
them into money fast. All you need to do is go to the
nearest RBI-recognised moneychanger/bank and show
your passport to convert the traveler’s cheque into Indian
rupee. However, if the traveler’s cheque is a gift, you have
51
to deposit it in a bank. Carrying plastic money is also a
good option for accessing cash quickly. For instance, a
Citibank banking card with a MasterCard logo allows you
to shop or get cash from ATMs across the globe. This card
does not have finance charges and annual fees.
However, these cards have daily spending limits. Some
banks with a good international network also offer ATM
facilities for international debit, credit and charge cards.
For instance, you can use an ATM card of HDFC Bank to
draw money.
Banks also offer online banking transfer facilities which
enable you to track your remittance online. For instance,
ICICI Bank offers products, such as Power Transfer, e-
transfer, and cheque transfer. The time taken for realizing
money varies from product to product. For more details
contact the banks.
52
Banking transfers are very convenient, particularly for
cheque/drafts/wire transfer/online banking transfer, if both
the sender and the beneficiary have accounts in the same
bank.
53
MONEY TRANSFER COMPANIES
Some companies, such as Western Union Money Transfer
and Money Gram, also transfer funds. All you need to do
is locate the nearest agent who represents the money
transfer company, fill in "to send money" format, and pay
the cash and the service fee. The agent will, in turn,
provide you with a money transfer control number. You
have to communicate this number to the beneficiary.
Within an hour, the beneficiary can collect the money
from the nearest agent by filling in the "to receive money"
form and providing a valid identification. Generally, in
India, identification such as valid Passport, Voters ID,
PAN No, and driving license are accepted. Depending on
the location and amount of money involved, the
beneficiary may be asked a "test question" to verify
54
whether he/she is the intended receiver. The test question
is created by you (the sender).
However, it should be noted that maximum amount that
can be sent per transaction should not exceed (US $2,500)
as per the Indian Government's requirement. Besides,
money transfer payments are reserved only for private
consumer use and not for commercial, business or
investment purposes. It should also be noted that the agent
will pay the transferred amount in the form of cash up to
Rs 50,000. For higher payouts, the agent will issue a
cheque which can be encashed in banks. However, there is
no cash payout limit for foreign passport holders in India.
As per the Government's requirement, a single beneficiary
cannot receive more than 12 payments through money
transfer annually.
55
WEB SITE TRANSFERS
Many Web sites also transfer money. For instance,
(remit2india) www.timesofmoney.com offers this service.
These Web sites also enable you track your money online.
All you need to do is log on to the site and fill the
requisite details (yours and the beneficiary's, the amount
and the payment mode) for sending the money. The
beneficiary will receive the money in the form of cheque
or demand draft or through direct deposits (if the
beneficiary has account with any of the company's partner
banks). The fee varies based on the transfer amount, mode
of payment and sender's location.
A word of caution to those who send money through Web
sites — kindly ensure that the Web site is a reputed one
and recognized by the Reserve Bank of India. Before
deciding on the mode of transfer, evaluate the cost
involved in each method, the time taken, the ease at which
56
you can send and receive funds, safety and the transaction
limit.
All you need to have is an HDFC Bank Account.
REFILL THROUGH ATMS :-
1. Choose others icon in the first screen of the ATM
after entering your PIN.
2. Select the Bill Pay/Prepaid Refill icon on the screen.
3. Select prepaid refill icon on the screen out of the
choices of Electricity, Telephone etc.
4. Enter your prepaid mobile number and confirm the
same.
5. Choose your preferred tariff and confirm the
payment.
6. Your account will be debited and the recharge will
be affected instantly.
7. You will also get a confirmatory SMS from the
mobile operator.
57
REFILL THROUGH SMS
Register for our free Mobile Banking service and get your
Orange prepaid card refilled. Just send an SMS at any
time of the day or night and your card will be refilled
within seconds. The amount will be instantly deducted
from your bank account, making it hassle free and
convenient.
It's actually very easy to refill your prepaid card.
1. Type RC HDFC (the amount you want your card
refilled for) and send it to 140 for Orange.
2. Within a few seconds, your prepaid account will be
refilled and you will receive the following message
on your mobile phone screen, 'Your account has been
refilled. Your Orange Just Talk account balance is
now 'XXX INR'.
3. You can refill your prepaid connection any time,
from anywhere in the world. You don't need to carry
58
any refill slips with you. For e.g.: Instead of
purchasing a refill slip of Rs. 324 and entering the 16
digit code, just send an SMS 'RC HDFC 324' to 140
and get your prepaid card refilled instantly.
Note: Please ensure that you refill within the validity
period.
Our Mobile Banking service is one of the easiest ways for
you to access your account. It's free, instant and you can
bank through SMS. What's more, you can use Mobile
Banking even when you're on the move.
To avail of the services mentioned below send an SMS to
12323
Check your account balance.
Check on the last three transactions you made.
Request for a statement.
Order a cheque book.
59
Enquire on a cheque status.
Stop a cheque.
View your Fixed Deposit details.
Make your utility bill payments over SMS.
How much does it cost?
This service is absolutely free from HDFC Bank! You
only have to pay the regular SMS charge for your SMS
request. It's a service that has been introduced for the first
time in India, just to make your world easier.
60
PRODUCT FEATURES
1. Currently, Orange and Hutch prepaid customers at
the mentioned circles, who are HDFC Bank's
Account holders can now get their pre-paid cards
refilled for the amount they desire through the
ATMs.
2. This hassle-free and convenient service is available
24 hours a day, 365 days a year, and comes at no
cost, for the customer.
3. There is no charge from HDFC Bank for this service.
All that a customer needs to do to avail of this
service is visit his nearest ATM.
4. The benefits of this new feature are obvious:
recharging of prepaid cards is now possible
anywhere - while roaming in India without the need
to find a shop stocking Refill slips, and at any time
of the day or night.
61
So now Hutch prepaid customers can refill their mobile
phones by visiting the nearest HDFC Bank ATM.
For further information on more convenient services from
us at HDFC Bank, call Phone Banking, log on to
www.hdfcbank.com or just walk in to the branch closest
to you.
We will also be shortly launching this convenient facility
with other mobile operators around the country.
* Recharge facility through ATMs is available for Orange
prepaid customers in Mumbai and Hutch prepaid
customers in Delhi, Karnataka, Andhra Pradesh, Chennai
and Gujarat currently.
** Recharge facility through SMS is available for Orange
prepaid customers in Mumbai currently.
62
WHO CAN APPLY?
[A] Resident Indians holding any of the following Account(s)
with HDFC Bank:
Savings Account
Current Account (Sole Proprietorship)
Supersaver Account
Loan Against Shares Account (LAS)
Salary Account
[B] Non-Resident Indians holding any of the following NRE
Account(s) with HDFC Bank;
NRE Savings Account
NRE Savings Depository Account
NRE Current Depository Account
63
For the first time in the country HDFC Bank introduces refill
of Orange prepaid card through ATMs and SMS
All you need to have is an HDFC Bank Account and be an Orange
prepaid customer.
Refill through ATMs:-
1. Choose Others icon in the first screen of the ATM after
entering your PIN
2. Select the screen Bill Pay/Prepaid Refill icon on the screen
3. Select prepaid refill icon on the screen out of the choices of
Electricity, Telephone etc.
4. Enter your Prepaid mobile number and confirm the same
5. Choose your preferred tariff and confirm the payment.
6. Your account will be debited and the recharge will effected
instantly
7. You will also get a confirmatory SMS from the mobile
operator.
64
REFILL THROUGH SMS:-
Register for our free Mobile Banking service and get your Orange
prepaid card refilled for the amount you desire. Just send an SMS
at any time of the day or night and your card will be refilled
within seconds. The amount will be instantly deducted from your
bank account, making it hassle free and convenient.
It's actually very easy to refill your prepaid card.
1. Type RC HDFC (the amount you want your card refilled
for) and send it to 140.
2. Within a few seconds, your prepaid account will be refilled
and you will receive the following message on your mobile
phone screen, 'Your account has been refilled. Your Orange
Just Talk account balance is now 'XXX INR'.
3. You can refill your prepaid connection any time, from
anywhere in the world. You don't need to carry any refill
slips with you. For eg: Instead of purchasing a refill slip of
Rs. 315 and entering the 16 digit code, just send an SMS
65
'RC HDFC 315' to 140 and get your prepaid card refilled
instantly.
Note: Please ensure that you refill within the validity period.
Our Mobile Banking service is one of the easiest ways for you to
access your account. It's free, instant and you can bank through
SMS. What's more, you can use Mobile Banking even when
you're on the move.
To avail of the services mentioned below send an SMS to 12323
Check your account balance.
Check on the last three transactions you made.
Request for a statement.
Order a cheque book.
Enquire on a cheque status.
Stop a cheque.
View your Fixed Deposit details.
Make your utility bill payments over SMS.
66
How much does it cost?
This service is absolutely free from HDFC Bank! You only have
to pay the regular SMS charge for your SMS request. It's a service
that has been introduced for the first time in India, just to make
your world easier.
For further information on more convenient services from us at
HDFC Bank, call 2856 1818, log on to www.hdfcbank.com or just
walk in to the branch closest to you. You can also call Orange at
5664 2222 or log on to www.orange.co.in
67
INTERNATIONAL DEBIT CARD
68
INTERNATIONAL DEBIT CARD
It’s like an ATM card one can shop with. HDFC Bank
International Debit Card can be used to access account from a
widespread network of ATMs within India and abroad. Cash can
be with drawn at over 8,00,00 Visa/Maestro/Plus/Cirrus ATMs in
140 countries. Shopping at over 51,000 establishments in India
and over 10 million worldwide can be done with International
Debit Card. At select branches of Canara Bank and Bank of India
withdraw of cash against HDFC Bank International Debit Card
(available only with the Visa Electron programme) can be done.
69
PHONE BANKING
70
PHONE BANKING
Just by making a phone call one can –
Ask for account details
Request for a cheque book
Open a fix deposit
Order a demand draft
Stop cheque payment
Make cheque status inquiries
Open Fixed Deposits
Report of lost ATM / Debit Card
Transfer funds
71
RESEARCH OBJECTIVE OF
THE STUDY
72
OBJECTIVE OF THE PROJECT
To know the potential market of HDFC Bank for ATM
in Bulandshahar City.
To evaluate the services.
To determine the existing usage rate of ATM’S.
73
RESEARCH
METHODOLOGY
74
RESEARCH METHODOLOGY
Research methodology is the mean to plan out the working
process or the course of action to reach the objective. It is
extremely crucial and holds the key to the success of the survey.
SAMPLE AREA : BULANDSHAHAR
SAMPLING : SIMPLING RANDOM SAMPLING
SAMPLE SIZE : 300
TYPE OF DATA : PRIMARY DATA
DATA COLLECTION METHOD : INTERVIEW THROUGH QUESTIONNAIRE
INTERVIEW TECHNIQUE : CONTACTED PERSONALLY
TYPE OFQUESTION : OPEN AND CLOSED ENDED
RESEARCH DESIGN: DISCRIPTIVE
75
RESEARCH METHODOLOGY
The methodology researcher use in the entire research and
survey work can define as in this method. Researcher used the
survey in this passion so that there was minimum wastage of man.
material and money.
RESEARCH DESIGN:-
Types of Research:- For collection of data researcher are
descriptive research design. It provide me description of an
individual and a community. Through this research collect
quantitative questionnaire and data.
DATA SERVICE:-
Direct interaction with consumer and consumer and consumer as a
respondent. So consumer is the man data service.
76
RESEARCH APPROACH:_
There are two basic approaches to research. quantitative and
qualitative my approaches are both. Researcher collects the
quantitative data and the opinion of the people bike performance
of the product. dealership. satisfaction level and there expectation.
TYPES OF QUESTIONNAIRES:
When researcher start preparing questionnaires then researcher
keep all the brings in this mind that guideline of his guide and
time factor of consumers. Questionnaires should not be very
borty and lengthy working upon the above guidelines. The
questionnaires there were 15 and target market questionnaires is
18 and total questions 23.
TYPE OF QUESTIONS:-
Research used both closed type question. (e.g.-g the type 'yes or
no) open type (e.g.-inviting free response) and licker scale
question. I used for qualitative in my questionnaires.
RESEARCH INSTRUMENT:
Research's research instrument is questionnaires for collecting the
primary data. This is very common and flexible instrument.
77
SAMPLING:
Sample in market, researcher collect needed information from
various persons who are associated with this subject. When such
associated persons are in new number research can get
information from all of them in such some people among
associated persons are selected and collect information from them.
These selected persons represents the whole universe and are
called sample.
SAMPLING SIZE:
The total number of these selected persons is called sample size.
the sample is the total of persons. which are interviewed by
researcher. In this case study sample units are one hundred.
researcher has taken response of one hundred persons.
COLLECTING THE DATA:
1. Primary data.
2. Secondary data.
1- Primary data: Through survey researcher obtains primary
data directly from the Reader through following method.
78
A. Observation method.
B. Interview method.
C. Questionnaires.
A. Observation M ethod : Researcher went to the dealers
showroom and service center and even a parking
places. Researcher directly observes the customers
researcher with out asking any question. Here
researcher found most of the customer was empty
buying behavior.
B. Interview Method : Researcher went to the service
center and parking places and collects the data
through personal interview.
C. Through questionnaires : Researcher collects
most of the data through questionnaires; researcher
went to the consumers and requested them to fill the
questionnaires.
79
GRAPHICAL DATA INTERPRETATIONS (RESULTS & FINDINGS)
80
GRAPHICAL DATA INTERPRETATION
DISCRIPTION OF THE SAMPLE SURVEYED
From the pie chart shown above we can see that from the sample
size of 300 – 34% of the customers were holding account with the
bank from less than six months. 13% of the customers were
holding account with the bank from less than a year. 18% of the
customers were holding account with the bank from less than year
and a half 35% of the customers were holding account with the
bank from less than 2 years.
81
Among the sample of 300-
1. 31% were businessmen. 2. 26% were into government service. 3. 29% were in private sector. 4. 14% were students.
82
There are two types of card offered by the bank-
1. ATM CARD 2. INTERNATIONAL DEBIT CARD
50% of the respondents were using ATM CARD. 22% of the respondents were using INTERNATIONAL DEBIT CARD. 28% used both the cards.
83
POTENTIAL AREA OF SETTING UP NEW ATM’S ACCORDING TO SAMPLE SURVEY
84
ANALYSIS OF THE LOCATIONS
The three most sought locations are-
1. Bank Road
2. Railway Colony
Bank Road- This location was suggested by 75% of the
respondents. The reason for suggesting this place was that it is the
main market and people out for shopping can get money easily when
ever they fall short off. This main market of BULANDSHAHAR
surrounded by residential areas. So a counter at this location can
attract customer base from the following colonies and the premier
location will also add to the significance of the counter.
Railway Colony - This counter was suggested by 25% of the
respondents. A counter in this area can attract a customer base. The
nearest HDFC ATM to this area is Railway Station. So most of the
customers who go to Railway Station can use this counter, which will
lessen the customer traffic at Railway Station counter, which is
generally over rushed.
85
Out of the 300 respondents-1. 25% ranked the services as excellent.2. 49% ranked the services as good.3. 24% ranked the services as satisfactory.4. 2% ranked the services as bad.
THE SERVICES INCLUDE-
Proper functioning of the machine. Adequate supply of envelops used for depositing cheque and cash. Trained guards. Proper lightning and air-conditioning. Cleaning of the counter. Good arrangement of alternate power supply (in case of power cuts).
86
PROLEM FACED BY THE CUSTOMERS
Out of the sample surveyed 48% of the respondents faced
different problems which are-
Machine out of order due to technical fault in the machine itself
or due to delink.
People get Rs. 500 notes, as the Rs. 100 notes are not sufficient
in the machine.
Many time’s cash gets over and it takes a lot of time for refill.
People have to face a long que at Railway Station counter
Clearance of the cheques deposited in the ATM’S takes time.
The ATM counter has a poor alternate power supply. The UPS
lasts only for 25-30 min after a power cut where as the UPS of
other counters work for 7-8 hours. In that case the customers
have to go to other counter or wait for the electricity to come.
87
Out of the 300 respondents surveyed-
40% percent were aware of PHONE BANKING service.
60% percent were found not aware of the Tele service offered by
the bank
88
Out of the 140 aware people-
1. 44% use the service.2. 56% don’t use the service.
The main reason for not using the service is –
1. They don’t know how to use the phone banking service.2. Some find the procedure costly, as they have to pay for the call.3. Some don’t felt the need to use the tele service.
89
Among the users –
1. 33% ranked the service as excellent.2. 57% ranked the service as good.3. 10% ranked the service as satisfactory.
Phone banking is not effective as only 47 % of the customers are using it.To make it effective-
1. Customers should be made aware of it and should be taught how to use it effectively and efficiently.
2. Posters and brochures should be placed at the ATM’s and Bank to create awareness.
90
USES RATE OF HDFC BANK ATM IN JULY ’2006
TOTAL NUMBER OF HITS IN July’2006 = 19202
The number of hits each ATM contributed to the total hits in July’2006-
Bank Road ATM got 18225 hits. Railway Colony got 4707 hits.
TOTAL CUSTOMERS IN HDFC BANK (Bulandshahar) = 19202
USES RATE = TOTAL HITS TOTAL CUSTOMERS
= 22932 = 1.19 HITS/CUSTOMER 19202
PERCENTAGE CONTRIBUTION OF EACH ATMs TO THE TOTAL
The percentage contribution of each counter to the total is-
Bank Road ATM 75%. Railway Colony ATM 25%
91
LIMITATIONS
&
SUGGESTIONS
92
LIMITATIONS & SUGGESTIONS
1. Customers want at least five more ATM machines in
different main market in City.
2. Customers want that HDFC BANK should expand its ATM
network facility in the neighboring towns such as
Lucknow.
3. People want one more counter at Branch Office so that the
customer traffic gets divided into two and the rush can be
easily managed.
4. Sufficient 100/- notes should be kept in the machine as they
get over very fast and the customer have to take 500/-
notes.
5. Bank should minimize the minimum balance that is to be
maintained by the customer in his/her account (5000/-).
6. Addresses of all the ATM’s in the city should be available
at each ATM.
93
7. Branch office telephone no. should be available at all
counters and their calls should be taken up positively.
8. Withdrawal limitations should be eased which are-
One can withdraw a maximum amount of 20,000/- in
a day if he/she posses an ATM card and
25,000/- if he/she has an International Debit Card.
9. Drinking water should be kept at the counters in hot
summers.
10. After services provided by the bank should be improved.
11. The ATM machines should be checked and serviced
regularly to avoid machine failure.
12. Proper Electricity should be provided
13. Security guard must be available at ATM machines.
94
RECOMMENDATIONS
95
RECOMMENDATIONS
1. The usage rate should be increased and for that the
customers should be educated to make full use of their
ATM.
2. HDFC Bank should expand its ATM network in the city
and into the neighboring towns.
3. The alternate power supply at Bank Road Branch should be
improved so that it gives a good and long lasting back up.
4. The ATM machines should be checked and serviced
regularly to avoid machine failure.
5. Customers should be made aware of all the direct banking
channels offered by the bank and should be taught how to
us them properly. This will reduce customer traffic in the
bank and the customers will be able to use all the services
efficiently and effectively.
96
Posters and brochures should placed at the Bank and at
the ATM’s to promote phone banking and other direct
banking channels.
6. A telephone should be made available at all the counters as
at night all the PCO’s close and in case of a problem at the
ATM the guard is not able to contact the bank official.
7. A phone at the ATM’s will also encourage customers to
make use of phone banking.
8. Power supply and security guard should be properly at
ATM Machines.
97
S.W.O.T. ANALYSIS
98
S.W.O.T. ANALYSIS
STRENGTH:
1. Bank offers different ATM and Debit card by which
money transaction shopping & purchasing can be made
ease at world level.
2. Bank provides globalised network between all branches
on world level.
WEAKNESSES
1. Long repayment period requires constant follow up and
monitoring.
2. Chances of default are more since future income of the
borrower is not assured.
99
OPPORTUNITIES:
1. Everyone in this society desires to have at least one
owned ATM Card during his or her life time.
2. With cheaper interest rates and long repayment period
demand is increasing day by day.
3. This sector creates job opportunities for lakh of people.
THREAT:
1. With stiff competition in the ATM banking sectors, this
is bound to become in ruminative and hence may
become in loosing reposition for the banks.
100
HYPOTHESIS
101
HYPOTHESIS
With the full study of ATM scheme I came to a
conclusion that HDFC Bank is more in demand because of
some its special features in comparison to other Banks.
The special features are:
1. Fast approval with minimum documentation.
2. The ATM card will be possessed & activated within 48
hours after completing documentation.
3. It has various attractive ATM Card utilization.
4. HDFC Bank operates in a highly automated
environment in terms of information technology and
communication system.
102
CONCLUSION
103
CONCLUSION
To conclude I may say that HDFC Bank is more
profitable in taking ATM Card because HDFC Bank's
ATM scheme is the most convenient way to get any card
for your new dream. It gives several new advantages to
the customer like it offers 24 hour automatised banking
services with 39 Phone banking number available. It also
offers Net banking across the country all year around. Any
shopping is very easy in over 140 countries.
There are also special benefits for HDFC Bank ATM
Card holders; they can possess different loans within 48
hours after completing the documents.
104
BIBLIOGRAPHY
105
BIBLIOGRAPHY
Magazines & Periodicals
- India Today
- Business World
- Business Today
Website
www.hdfcbank.com
www.google.co.in
www.crbonline.com
Books
Author - Philip Kotter
Title - Marketing Management
Publisher - Hall of India Pvt. Ltd.
Edition - 11th
Author - Saxena, Ranjan
Title - Marketing Management
Publisher - Tata MeGraw-Hill Publishing company
Ltd.
Research Methodology
Author - Sharma, D.D.
Title - Marketing Research, Principles,
Application & Cases.
Publisher - Sultan Chand & sons
Author - Beri, G.C.
Title - Marketing Research
Publisher - Tata Mcgraw Hill Publishing Company
Ltd.
106
Author -
C.R. Kothari
Title - Research Methodology
Publisher - Vishwa Prakashan
Newspapers
The Times of India
Economic times
The Financial Express
107
ANNEXURE - QUESTIONNAIRE
108
QUESTIONNAIRE
NAME : …………………………….......……………………
ADDRESS : …………………………….......……………………
…………………………….......……………………
CONACT NO. : …………………………….......……………………
E-MAIL : …………………………….......……………………
OCCUPATION : …………………………….......……………………
AGE : …………………………….......……………………
1. HOW LONG HAVE YOU BEEN USING HDFC BANK?
<6 MONTHS [ ] 0.5-1YEARS [ ]
1-1.5YEAR [ ] 2 YEARS [ ]
2. WHICH CARD OF HDFC DO YOU USE?
ATM [ ]
INTERNTIONAL DEBIT CARD [ ] 3. DO YOU FIND THE LOCATIONS OF HDFC ATM COUNTERS CONVEINIENT?
YES [ ] NO [ ]
IF NO, SUGGEST THE BEST SUITABLE LOCATION …………………………………………
109
4. HOW DO YOU FIND THE SERVICES OF HDFC ATM /DEBIT CARD?
EXCELLENT GOOD SATISFACTORY BAD VERY BAD
5. HAVE YOU EVER FACED ANY PROBLEM WHILE USING ANY OF HDFC Bank ATM?
YES NO
6. IF YES, PLEASE SPECIFY THE
PROBLEM…………………………………..
………………………………………………………………………………………. 7. ARE YOU AWARE OF THE PHONE BANKING?
YES NO
IF YES, DO YOU USE IT?
YES NO
8. HOW DO YOU FIND THE PHONE BANING SERVICE OF HDFC?
EXCELLENT
GOOD
SATISFACTORY
BAD
VERY BAD
9. ANY SUGGESTION
A ………………………………… B…………………………………..
C………………………………….. D…………………………………..
110