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[1]
INTRODUCTION
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India has emerged the third most attractive market destination for apparelretailers, according to a new study by global management consulting firm
AT Kearney.
India comes after Brazil and China in the AT Kearney Retail Apparel
Index, which looks at ten drivers, including apparel consumption andclothing imports/exports, to rank the top 30 emerging markets for retail
apparel investments.
"In India, apparel is the second largest retail category, representing 10percent of the $37 billion retail market. It is expected to grow 12 -15
percent per year," said Hemant Kalbag, principal of Consumer Industries& Retail Practice, AT Kearney India.
"The top seven apparel companies account for less than 10 percent of the
total apparel retail market in India and Indian consumers tend to be moreloyal to a specific retailer than to an apparel brand. The result is a thriving
private label apparel market," the study said.
"Like many developed countries, apparel retail in India is driven by salespromotion," it added.
"The Retail Apparel Index was published for the first time this year as a
companion to A.T. Kearney's Global Retail Development Index (GRDI),a study of retail investment attractiveness among 30 emerging marketsconducted annually since 2001," said Saurine M. Doshi, a partner of A.T.Kearney India.
"The analysis evaluates more than 20 apparel markets to identify the top10 countries in terms of market size, growth prospects and consumeraffluence" Doshi added.
Turkey, Chile, Romania, Argentina, Thailand, Russia and the United
Arab Emirates are the other countries in the top-10 list.
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1.2 Objective of the study
The main objective of this project is to get the details of apparel
industries from its root. And to study the nature of perception label
and attitude of the customers, to evaluate the details of the apparel
retailing and its attributes in order to gather knowledge of the
whole industry.
Other objectives:-
y To know the banking brand prefer by the CUSTOMERS.
y To know the reason Why people prefers a particular brand.
y To understand how to increase the return of the company.
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y To give the personnel satisfaction to the customers and also getthe references from them .
y To identify the implicit factors affecting this service sector .
y To evoke suggestion for better market standards .
INDUSTRY PROFILE
(a)Growth and present status of the banking industry
By the 1960s, the Indian banking industry has become an important tool
to facilitate the development of the Indian economy. At the same time, it
has emerged as a large employer, and a debate has ensued about the
possibility to nationalize the banking industry. Indira Gandhi, the-then
Prime Ministerof India expressed the intention of the GOI in the annual
conference of the All India Congress Meeting in a paper entitled "Stray
thoughts on Bank Nationalisation."The paper was received with positive
enthusiasm. Thereafter, her move was swift and sudden, and the GOI
issued an ordinance and nationalised the 14 largest commercial banks
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with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a
national leader of India, described the step as a "masterstroke of political
sagacity."Within two weeks of the issue of the ordinance, the Parliament
passed the Banking Companies (Acquition and Transfer of Undertaking)
Bill, and it received the presidential approval on 9th August, 1969.
A second dose of nationalisation of 6 more commercial banks followed in
1980. The stated reason for the nationalisation was to give the
government more control of credit delivery. With the second dose of
nationalisation, the GOI controlled around 91% of the banking business
of India.
After this, until the 1990s, the nationalised banks grew at a pace of
around 4%, closer to the average growth rate of the Indian economy.
In the early 1990s the thenNarsimha Rao government embarked on a
policy ofliberalisation and gave licences to a small number of private
banks, which came to be known as New Generation tech-savvy banks,
which included banks such as Global Trust Bank (the first of such new
generation banks to be set up)which later amalgamated with Oriental
Bank of Commerce,UTI Bank(now re-named as Axis Bank), ICICI Bank
and HDFC Bank. This move, along with the rapid growth in the economy
of India, kickstarted the banking sector in India, which has seen rapid
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growth with strong contribution from all the three sectors of banks,
namely, government banks, private banks and foreign banks.
The next stage for the Indian banking has been setup with the proposed
relaxation in the norms for Foreign Direct Investment, where all Foreign
Investors in banks may be given voting rights which could exceed the
present cap of 10%,at present it has gone up to 49% with so me
restrictions.
The new policy shook the Banking sector in India completely. Bankers,
till this time, were used to the 4 -6-4 method (Borrow at 4%;Lend at
6%;Go home at 4) of functioning. The new wave ushered in a modern
outlook and tech-savvy methods of working for traditional banks.All this
led to the retail boom in India. People not just demanded more from their
banks but also received more.
Bank of India is an autonomous body, with minimal pres sure from the
government. The stated policy of the Bank on the Indian Rupee is to
manage volatility but without any fixed exchange rate -and this has mostly
been true.
With the growth in the Indian economy expected to be strong for quite
some time-especially in its services sector-the demand for banking
services, especially retail banking, mortgages and investment services are
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expected to be strong. One may also expect M&As, takeov ers, and asset
sales.
Present Status of banking industryCurrently (2008), banking in India is generally fairly mature in terms of
supply, product range and reach-even though reach in rural India still
remains a challenge for the private sector and foreign banks. In terms of
quality of assets and capital adequacy, Indian banks are considered to
have clean, strong and transparent balance sheets relative to other banks
in comparable economies in its region. In March 2006, the Reserve Bank
of India allowed Warburg Pincus to increase its stake in Kotak Mahindra
Bank (a private sector bank) to 10%. This is the first time an investor has
been allowed to hold more than 5% in a private sector bank since the RBI
announced norms in 2005 that any stake exceeding 5% in the private
sector banks would need to be vetted by them.
Currently, India has 88 scheduled commercial banks (SCBs) - 28 public
sector banks (that is with the Government of India holding a stake), 29
private banks (these do not have government stake; they may be publicly
listed and traded on stock exchanges) and 31 foreign banks. They have a
combined network of over 53,000 branches and 17,000 ATMs. According
to a report by ICRA Limited, a rating agency, the public sector banks
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hold over 75 percent of total assets of the banking industry, with the
private and foreign banks holding 18.2% and 6.5% respectively.
Banking in India
Centralbank
Reserve Bank of India
Nationalizedbanks
State Bank of India Allahabad Bank Andhra Bank Bank
of Baroda Bank of India Bank of Maharashtra CanaraBank Central Bank of India Corporation Bank Dena
Bank Indian Bank Indian Overseas Bank Oriental Bank
of Commerce Punjab & Sind Bank Punjab National
Bank Syndicate Bank Union Bank of India United Bank
of India UCO Bank Vijaya Bank IDBI Bank
Privatebanks
Axis Bank Bank of Rajasthan Bharat Overseas Bank
Catholic Syrian Bank Centurion Bank of Punjab City
Union Bank Development Credit Bank Dhanalakshmi
Bank Federal Bank Ganesh Bank of Kurundwad HDFCBank ICICI Bank IndusInd Bank ING Vysya Bank
Jammu & Kashmir Bank Karnataka Bank Limited Karur
Vysya Bank Kotak Mahindra Bank Lakshmi Vilas Bank
Nainital Bank Ratnakar Bank SBI Commercial and
International Bank South Indian Bank Tamilnad
Mercantile Bank YES Bank
Foreignbanks
Citibank HSBC Standard Chartered
Regionalbanks South Malabar Gramin Bank
(c) Future of banking industry in india
Almost 80% of the business are still controlled by Public Sector
Banks (PSBs). PSBs are still dominating the commercial banking
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system. Shares of the leading PSBs are already listed on the stock
exchanges.
The RBI has given licences to new private sector banks as part of
the liberalization process. The RBI has also been granting licences
to industrial houses. Many banks are successfully running in the
retail and consumer segments but are yet to deliver services to
industrial finance, retail trade, small bu siness and agricultural
finance.
The PSBs will play an important role in the industry due to its
number of branches and foreign banks facing the constrait of
limited number of branches. Hence, in order to achieve an effi cient
banking system, the onus is on the Government to encourage the
PSBs to be run on professional lines.
By the year 2009, the list of foreign banks in India is going to become
more quantitative as number of foreign banks are still wait ing with
baggage to start business in India.
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PROFILE
OF
THE ORGANIZATION
Origin of the HDFC BANK LIMITED
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 in 1994. The bank
was incorporated in August 1994 in the name of 'HDFC Bank Limited,
with its registered office in Mumbai, India.
HDFC Bank commenced operations as a Scheduled Commercial Bank in
January 1995.HDFC Bank was incorporated in August 1994, and,
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currently has a nationwide network of 761 B ranches and 1977 ATM's in
327 Indian towns and cities.
HDFC Bank began operations in 1995 with a simple mission: to be a
"World-class Indian Bank". We realized that only a single-minded focus
on product quality and service excellence would help us get the re.
Today, we are proud to say that we are well on our way towards that goal.
It is extremely gratifying that our efforts towards providing customer
convenience have been appreciated both nationally and internationally.
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2.2 Growth and development of the HDFC BANK LIMITED
HDFC Bank will merge itself with Centurion
Bank of Punjab (CboP) in order to expand its
global presence, especially in regions such as
Canada, Singapore and other destinations, reports
mint.
The bank plans to raise USD 1 billion from overseas markets to fund this
global expansion. This fund-raising will be done through different
instruments under the medium-term notes programme. Meanwhile, the
bank has already applied for licences in Bahrain and Hong Kong.
The CBoP merger will create the country`s largest private sector financial
institution in terms of
branch network. HDFC
Bank`s board has
already decided their
stock swap ratio of 1:29
and the combined
entity`s network would
go up to 1,148 branches.
FIG-1
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it has a network of over 684 branches spread over 316 cities across India.
The bank also has a network of about over 1,695 networked ATMs across
these cities.
Shares of the company gained Rs 27.6 , or 2.15% to settle at Rs 1313.9.
The total volume of shares traded was 48,911 at the BSE.
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 acquisition 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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2.3 PRESENT STATUS OF HDFC BANK LIMITED
As of March 31, 2008, it had a network of 761 branches and 1,977
automated teller machines in 327 cities in India. The company was
founded in 1994 and is based in Mumbai, India. The authorised capital
of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The paid-up capital
is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds 22.1%
of the bank's equity and about 19.4% of the equity is held by the
ADS Depository (in respect of the bank's American Depository
Shares (ADS) Issue). Roughly 31.3% of the equity is held by
Foreign Institutional Investors (FIIs) and the bank has about
190,000 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 (NYSE) under the symbol "HDB".
The Balance sheet of HDFC BANK LTD can gives us handful idea about
the present status of the organization.
Balance Sheet of HDFC BANK LTD
PERIOD ENDING 31-Mar-07 31-Mar-06 31-Mar-05
Annual Data | Quarterly Data All numbers in thousands
Assets
Current Assets
Cash And Cash 1,968,200 1,375,800 861,500
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Equivalents
Short Term Investments 297,400 94,400 -
Net Receivables 365,300 357,800 112,600
Inventory - - -
Other Current Assets - - -Total Current Assets - - -
Long Term Investments 19,512,200 15,349,700 10,792,200
Property Plant andEquipment
241,200 195,900 162,400
Goodwill - - -
Intangible Assets - - -
Accumulated Amortization - - -
Other Assets 1,123,400 409,000 209,200
Deferred Long Term AssetCharges
- - -
Total Assets 23,507,700 17,782,600 12,137,900
Liabilities
Current Liabilities
Accounts Payable 2,910,300 869,800 1,134,000
Short/Current Long TermDebt
2,458,700 1,701,400 1,423,200
Other Current Liabilities 15,831,700 12,663,800 8,334,300
Total Current Liabilities - - -
Long Term Debt 779,600 382,800 115,300
Other Liabilities - 917,200 -
Deferred Long TermLiability Charges
- - -
Minority Interest 7,500 5,000 -
Negative Goodwill - - -
Total Liabilities 21,987,800 16,540,000 11,006,800
Stockholders' Equity
Misc Stocks Options Warrants - - -
Redeemable Preferred Stock - - -
Preferred Stock - - -
Common Stock 74,100 70,400 71,000
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Retained Earnings 828,800 411,100 295,100
Treasury Stock - - -
Capital Surplus 701,300 602,600 591,200
Other Stockholder Equity (84,300) 158,500 173,800
Total Stockholder Equity 1,519,900 1,242,600 1,131,100
Net Tangible Assets $1,519,900 $1,242,600 $1,131,100
2.4 FUTURE PLANES OF HDFC BANK LIMITED
HDFC joins hands with Qatar National BankHDFC Bank tied up with Qatar National Bank (QNB) to offer a range of
products and services to expatriate Indians in Qatar, reports DNA.
The new bank, QNB-HDFC Bank NRI Services, will allow its customers
to use their dual account to remit money from any QNB branch to any
HDFC Bank branch in India. The remittance will take 24 hours and cost
USD 1.37. Customers can also avail of a host of HDFC Bank products
like online trading in Indian stock markets and rupee mutual fund
investments through QNB outlets. Apart from this, the tie -up also offers
benefits from QNB`s Qatar Airways Co-branded Credit Card, with no
fees for the first year and customers will be eligible for QNB`s loan
products at competitive prices.
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HDFC Bank plans to introduce a mobile-bank-cum- ATM in
Coimbatore to benefit its microfinance clients. Through this medium, the
bank will offer a suite of banking products such as credit, savings,
insurance and remittances. at the customers doorstep. Each mobile b ank
is expected to cost the Bank Rs.40 lakhs (USD 100,000) and Rs.1 lakh
(USD 2,500) monthly.
The bank plans to extend this technology all over the country
depending on the success of its pilot in Coimbatore. HDFC Bank would
soon launch its mobile bank for the benefit of microfinance clients and
also to reach the unbanked and under-banked sections of the society, a
senior bank executive said
India's HDFC Bank Renews Contract with NCR to Manage 2,000 ATMs;
Places Order for 300 New ATMs
DAYTON, Ohio--(BUSINESS WIRE)--NCR Corporation (NYSE:NCR
-News) announced the renewal of its automated teller machine (ATM)
Managed Services contract with HDFC Bank, Ltd (NYSE: HDB -News),
headquartered in Mumbai, India. The new 42-month deal taps NCR to
oversee more than 2,000 NCR and non-NCR ATMs for the bank and
expands on a prior three-year Managed Services contract. HDFC also has
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signed an additional order for 300 new ATMs. This order is in line with
HDFC Banks expansion strategy in India. The contract includes ATM
monitoring through incident management, cash management, first -line
maintenance and second-line maintenance
.
2.5 FUCTIONAL DEPARTMENT OF HDFC BANK
LMITED
In order to gain professional efficiency it has emerged with
different useful functional departments in every branch of the
organization as shown below:
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FIG.2
2.6 ORGANIZATION STR CTUR AND ORGANIZAION
C ART
HDFCBANK LTD
DIRECTSALESTEAM
AREASALESHEAD
AREA SALESMANAGER
SALESMANAGER
TEAMLEADER
CONTRACTSALES
EXECUTIVES
BRANCHMANAGER
PERSONALBANKER
OPERATIONALDEPARTMENT
ACCOUNTDEPARTMENT
TRALER
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HDFCB
FIG.-3
The C iti ofthe Board of Directors ofthe Bankis governed by
the Companies Act 1956, the Banking Regulation Act, 1949 and the
listing requirements ofthe Indian Stock Exchanges where the securities
issued by the Bank are listed. The Board has a strength of 9 Directors as
on March 31, 2007. All Directors otherthan Mr Aditya Puri are non-
executive directors. The Bank has fourindependent directors and five
non-independent directors. The Board consists of eminent persons with
considerable professional expertise and experience in banking, finance,
agriculture, small scale industries and other related fields. None ofthe
Directors on the Board is a member of more than 10 Committees and
JAGDI
H COPOOR(CHAIR AN/CHAIR PER
ON)
KEKI I
TRY (DIRECTOR)
INEET JAIN(DIRECTOR)
REN KARNAT(DIRECTOR)
AR
INDPANDE(DIRECTOR)
A
HI
A ANTA(DIRECTOR )
C
A
DE
(DIRECTOR )
GA TA DIRAN(DIRECTOR )
PANDIT PALANDE(DIRECTOR)
ADITYA P RI ( ANAGINGDIRECTOR)
HARI
HENGINEER (EXEC TI
EDIRECTOR)
PARE
H
KTHANKAR(EXEC TI
EDIRECTOR()
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Chairman of more than 5 Committees across all the companies in which
he/she is a Director. All the Directors have made necessary disclosures
regarding Committee positions occupied by them in other companies.
Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. RenuKarnad and
Mr. Vineet Jain are non-independent Directors on the Board.
Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C.M.
Vasudev are independent directors on the Board.
Mr. Keki Mistry and Mrs. Renu Karnad represent HDFC Limited on theBoard
of the Bank.
Mr. Vineet Jain is nominated by the Bennett, Coleman Group on theBoard of
the Bank.
The Bank has not entered into any materially significant transactions
during
the year, which could have a potential conflict of interest between theBank
and its promoters, directors, management and/or their relatives, etc.other
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than the transactions entered into in the normal course of business. The
Senior Management have made disclosures to the Board confirming that
there are no material, financial and/or commercial transactions between
them and the Bank which could have potential conflict of interest withthe
Bank at large
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HDFC Product Range
HDFC Bank India provides the following range of products:
y Savings Accounty HDFC Bank Preferredy
Sweep-In Accounty Super Saver Accounty HDFC Bank Plusy Demat Accounty HDFC Mutual Fundy HDFC Standard Life Insurance
HDFC India innovative services
y HDFC Phone Bankingy HDFC ATMy HDFC Inter-city/Inter-branch Bankingy HDFC Net Bankingy HDFC International Debit Cardy HDFC Mobile Bankingy HDFC Bill Pay
HDFC Bank Loans
y HDFC Personal Loan & Home loany HDFC New Car Loan and Used Car Loany HDFC Loan Against Sharesy HDFC Two Wheeler & Consumer Loan
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2.8 MARKET PROFILE OF HDFC BANK LIMITED
BSE - All Groups TABLE-111 Jun
17:31
Company Name
Last Price Change %
Change
Net
Profit
(Rs. cr)
ICICI Bank 741.65 10.05 1.37 3,110.22
HDFC Bank 1,184.55 53.60 4.74 1,590.18
Axis Bank
703.70 22.50 3.30 1,071.03
Federal Bank 194.50 -0.65 -0.33 292.73
JK Bank 610.80 6.80 1.13 274.49
Karnataka Bank 185.15 -1.90 -1.02 241.74
Karur Vysya
353.35 3.35 0.96 160.01
Kotak Mahindra 637.70 9.25 1.47 141.37
Centurion Bank 41.40 0.00 0.00 121.38
Bk Of Rajasthan
89.60 2.05 2.34 110.57South Ind Bk 122.60 1.85 1.53 104.12
Yes Bank 136.80 -3.65 -2.60 94.37
ING Vysya Bank
249.35 6.25 2.57 88.91
City Union Bank 26.40 0.40 1.54 71.81
IndusInd Bank 68.90 -0.20 -0.29 68.22
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The Bank earned total income of Rs.3,505.5 crores for the quarter ended
March 31, 2008, as against Rs.2,321.0 crores in the corresponding quarter
ended March 31, 2007, registering a growth of 51.0%. Net revenues (net
interest income plus other income) were Rs.2,191.4 crores for the quarter
ended March 31, 2008,an increase of 51.2% over Rs.1,448.9 crores for
the corresponding quarter of the previous year. Interest earned (net of
loan origination costs and amortization of premia on investments held in
the Held to Maturity (HTM) category) increased from Rs.1,926.5 crores
in the quarter ended March 31, 2007 to Rs.2,956.2 crores in the quarter
ended March 31, 2008, up by 53.4%. Net interest income (interest earned
less interest expended) for the quarter ended March 31, 2008 increased by
55.7% to
Rs.1,642.1 crores, driven by average asset growth of 50.3% and a corenet
interest margin of around 4.4%.Other income (non -interest revenue)
registered strong growth of 39.3% from Rs.394.4 crores for the quarter
ended March 31, 2007 to Rs.549.3 crores for the quarter ended March 31,
2008. The main contributor to 'Other Income' for the quarter was fees and
commissions of Rs.490.4 crores, up 37.6% from Rs.356.3 crores in the
corresponding quarter ended March 31, 2007. The oth er two major
components of other income were foreign exchange/derivatives revenues
of Rs.60.4crores and profit/ (loss) on revaluation/sale.
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DISCUSSION ON TRAINING
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WORK PROFILE (ROLE AND RESPONSIBILITIES)
I joined HDFC BANK LIMITED. as a Sales Executive. My basic
approach
was to get the professional idea about the process flow of the
organization and to gather idea about how does the indust ry operates
There, I was assigned to some roles and responsibilities such as:
y To help the customer to complete documentation and applicationformalities.
y To verify the authenticity of the documents and identity of thecustomer.
y To ensure strict adherence to Know Your Customer (KYC) normsin all application sourced.
y To meet the customer personally for collecting the IP cheque andthe AOD .
y To ensure that the customer is met up with either at his place ofwork or at his residence only.
y To ensure that all mandatory fields are entered properly.
y To maintain quality norms on depletion and for cheque bouncingcases.
y To understand the customers requirement .
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y To explain to the customer the various benefits of the productbeing distributed.
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3.2 DESCRIPTION OF LIVE EXPERIENCE
Being a Sales Executive everyday I used to generate new
customers for savings accounts by personal reference or by cold calling
or by ATM calling and by phone .There I found, the appointment fixed
by the customer was not working some time ,because they are not present
at the place where the appointment was fixed, that time I feel very
frustrated but it was part and parcel of this job so I have to adapt there.
Every day , I use to join the office within 9.15 am . I have to sign the
attendance sheet ,get the appointment fixed by the customers to go
through the day .
Apart from this I got a handful experiences on followings
1. Consumer behavior.
2. Different type of selling technique .
3. Understand the process of selling .
4. How they persuade customer to buy product .
5. How to manage the sales force effectively.
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STUDY OF THE RESEArCH PROBLEM
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4.1 STATEMENT OF RESEARCH PROBLEM
HDFC BANK LTD. is a structured and developing organization in
the field of Banking and Financial sector .Though It is providing
good service to both the customer in order to rise their attention
level into this industry it needs to get more efficiency in its
operation flow .what I have felt while working within the
organization is that the customer organizations are very much
specific to their needed criteria which is being very hard to match
with the bank profiles .Therefore , I carried out the research to get
proper findings on the problem that :
Why the customer requirement are not being matched properly with
the required criteria ?
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4.2 STATEMENT OF RESEARCH OBJECTIVES
The aim of this research is to find out proper logical solution
through proper analysis of data and information scientifically to
over come above mentioned problems so that the organization can
run their business efficient and competitively in the long run.
Here we have to determine the causes related to the problem. We
have to measure the frequency of the causes in order to minimize
the rate of factors affecting the problems regarding organizational
growth and smooth flow of its operations .
4.3 RESEARCH DESIGN AND METHODOLOGY
Research Design
Here in order to carry out the research I have arranged conditions
for collections and analysis of data in a manner that aims to
combine relevance to the research purpose with economy in
procedure. The research design is being conceptually structured
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within which research has been conducted ; It constitutes the blueprint
for the collection, measurement and analysis of data.
The designing decisions are made in respec t of
a. Research study is carried out within Kolkata and the zonesacross the city.
b. Technical data (qualitative and quantitative data) is used.c. The study includes 2 and months of time.d. Systematic and snowball sampling designs are made.e. By scaling technique ( likert scaling technique ) data is
analysed.
f. To study about the growth banking marketg. To find out the attributes that can enhance economy of
company
Research methodology
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Research methodolo gy is a way systematically solve the research
problem. It may be understood as a science of studying how
research is done scientifically.
The section includes the overall research design, the sampling
procedure, the data collection method, the field method and analysis
and procedure.
Research design : For this research project exploratory method is
used ,
Data collection method : Data collected for the research can be
classified as primary data and secondary data.
Primary data : Primary data is by visiting existing clients and
business developers and also the customers being served and yet to
serve,making them to fill up questionnaires.
Secondary data : Secondary data is from Internet , books, available
codes and rules .
Research Instrument
This instrument is used for data collection is structured
questionnaire. Questions are open and closed ended depending upon
the information that needed to be elicited. I am also using the
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scaling technique to assess the attitude of the customer through
participative and non participative observations, scheduled interview,etc.
Sampling plan : Keeping all the constrains in mind a sample size of
25 Clients. The sampling procedure is systematic and snowball
sampling.
4.4 ANALYSIS OF DATA
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The data, after collection, has been processed and analyzed in
accordance with the outline laid down for the purpose at the time
of developing the research plan. This is essential for a scientific
study and for ensuring that we have all relevant data for making
contemplated comparison and analysis. Technically speakin g,
processing implies editing, coding, classification and tabulation of
collected data so that they are amenable to analysis.
I have surveyed within 25 Clients in order to know their view and
opinion regarding their interests in different product we have. I made a
questionnaire and converse with them and encourage them to fill
up the questions. Some of the questions with their opinions are
shown
as follows
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CL E TB E
HOW DO YOU RANK THE SER ICE OF HDFCBANK LTD ?
FIG.-4
HOW WOULD YOU RANK THE COMPANY INCOMPARISON TO OTHERS ?
FIG.-5
0
2
4
6
8
10
ERYGOODGOOD
A ERAGEPOOR
0
10
20
ICICI BANKHD
C BANKA IS BANK
EDERALBANK
PREFERENCE OF CUSTOMERS
PRE
ERENCEO
CU
TO
ER
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IS THE OVERALL SERVICE OF THE COMPANY GOOD?
FIG.-6
LIKERT SCALE
CUSTOMERBASED
WHOM DO YOU WANT TO SERVE FORYOU?
0
24
6
8
10
12
14
16
Strongly
agreedagree
undecideddisagree
strongly
disagree
0
5
10
15
20
25
SBIICICI
A
ISHDFC
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FIG.-7
4.5 Summary of Findings
From the above chart we can see that averagely 50 % of the
Customer has given a favourable response, 40 % of them having a
neutral attitude towards the statement asked, 10 % of them has
shown a least favourable response.
From the above analysis we can say that the overall perfo rmance
of rendering service in terms quality, time, market position and
customer satisfaction is average.
What I observed while working over there in HDFC BANK LTD,
the service profile provided by the company is AVERAGE. So
some changes in their OPERATIONS has to be done in order to
increase more CUSTOMER involvement and for their growth and
development in future prospect .
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SUMMARY
AND CONCLUSION
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5.1 SUMMARY AND CONCLUSIONS
SUMMARY OF LEARNING EXPERIENCEIn recent times , the banking industry in India is in growing phase. With
years, banks are also adding services to their customers. The Indian
banking industry is passing through a phase of customers market. The
customers have more choices in choosing their banks. A competition has
been established within the banks operating in India.
With stiff competition and advancement of technology, the
services provided by banks has become more easy and convenient. The
past days are witness to an hour wait before withdrawing cash from
accounts or a cheque from north of the country being clea red in one
month in the south.
This section of banking deals with the latest discovery in the
banking instruments along with the polished version of their old systems.
Our firms have responded to the increased demands placed on the
organizations with great lan in terms of striving to provide a
holistic solution to their customer.
Being a part of the banking industry as a contract sales executive , I
got practical knowledge how do the industry use to act . what are
the functions that they use to do , how they mange all their
operations .
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And from personal point of view I learned how to match customer
requirement with their needs. I groomed in the field of dealing with
the customer , voice modulation , pursuing the corporate culture , need
to response in time .I got experienced on gathering knowledge on
how to interact with people ,how to tactfully handle the customers and
convinced them to buy our product . working culture , etc .
HDFC BANK LTD. is a pure service industry seek to serve the
customers best and pure banking solution as their needs by providing
range of useful banking products in order to give rise to the core
competencies there of.This organization is specialized in middle level
and top level customers . They used to maintain the customers needs
and their satisfaction.
HDFC Bank's mission is to be a World-Class Indian Bank. The objective
is to build sound customer franchises across distinct businesses so as to
be the preferred provider of banking services for target retail and
wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is
committed to maintain the highest level of ethical standards, professional
integrity, corporate governance and regulatory compliance. HDFC Bank's
business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.
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5.2 CONCLUSION AND RECOMMENDATIONS
The Indian banking industry currently appears to be at a crossroad ,
where the industry are attempting to change customers perceptions
of their service providers where specific service getting motivation
appear to be replacing generalities.
The mindset of the Indian customers is such that they are delighted
if they buy service cheaper than there preferred service provider .
Things are , however , slowly changing and the customers at the
upper end of the market are now ready to pay more for more . I
hope that this approach will soon enter the new era , may be not
with the same intensity .
success will largely be determined to the extent a company can
differentiate itself in terms of intangibles that go with the service .
Thus , success could well hinge on the best of bundle of service
that HDFC BANK LTD. provides .
Key attribute components:-
Time value and matching the criteria of the requi rements of
CUSTOMERS
Physical attributes.
Brand image
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Service diversification
These components should be dealt with great care and
independently . The basic needs of the customers need to be
addressed which is actually saving time a nd better quality .
Although being a growing and developing bank it would be better
to run in this rapidly changing and evolving market with value
product model of business process .
The advertisement should speak only of the believable concepts
rather than glorifying the pretentious ones . This would help to gain
concrete image of their own in this market .
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APPENDIX
LIST OF GRAPHS & CHARTS
SL
.No.
Graph No . Graph Title Page No.
1
2
3
4
5
6
7
8
Fig -1
Chart -1
Fig -2
Fig -3
Fig -4
Fig -5
Fig -6
FIG-7
HDFC BANK LTD.Financialperformance.
Balance sheet of HDFC BANK Ltd
Functional department of HDFC BANKLTD.
Organizatons structure and chart.
Customer based service ranking ofHDFC BANK LTD.
Customer based comparative ranking ofHDFC BANK LTD.
Customer based service valuation ofHDFC BANK LTD on Likert scale.
Customer based comparativeperformance of the HDFC BANK LTD.
17
19-20
23
24
39
39
40
40
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LIST OF TABLES
QUESTIONNAIRE
SL
.NO.
TABLE
No.
Table Title Page No.
1. Table -1 Profit/loss on revaluation/sale of HDFC BANKLTD.
28
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NAME:
NO.
1. Do you have any saving account with HDFC BANK LTD ?
Yes No..
2. Do you prefer this Bank to be your Financal consultant?
Yes No..
3. How is the quality of the service of the HDFC BANK LTD ?
Very Good Good Average. Poor
4. How much popular and reliable is the service of the HDFCBANK
LTD?
..
5. What is the unique feature of the HDFC BANK LTD. ?.......................................................................................................
6. How do you rank the following Private sector Bank ?ICICI BANK AXIS BANK KOTAK MAHINDRA.
HDFC BANK LTD.
7. Did you have got service from any other BANK ?
If Yes. Then mention.. . No
8. How do rank the performance of HDFC BANK LTD ?
Very Good Good So So. Poor Dont
know..
9. Is the Overall performance of the company good ?Strongly agree. Agree Undecided. Disagree. Strongly
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disagree.
BIBLIOGRAPHY
Chatterjee , N.N., Management of Personnel in public Enterprise ,
Allied Publising House , Kolkata, 1997 p. 44
James manktelow , Get Ahead .Stay Ahead ,www.mindtools.com,1995-2007
Philip Kotler (Eight Edition), Marketing Management , Prentice
Hall of India Pvt . Ltd. Dorling Kingdersley (India) Pvt Ltd p. 405
T.N Chhabra , Human Resource Management , Gagan Kapur for
Dhanpat Rai & Co (P) Ltd . , Delhi , 2004.p.74
ibid p.164
VSP RAO , Human Resouce Management , Excel Books , New Delhi
2006 p.131
WEB SITES
1.www.hdfcbank.com
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2.www.yhaoofinance.com
3.www.moneycontrol.com
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