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ACKNOWLEDGEMENT
I feel immense pleasure to give the credit of my industrial training work not only
to one individual as this work is integrated effort of all those who concerned with
it. I want to owe my thanks to all those individuals who guided me to move on the
track.
This report is the outcome of my winter training at HDFC, SANJAULI SHIMLA. I
would like to express my deep sense of gratitude towards Prof. (Dr.) Deepak
Sood, Director, Institute of Management Studies, HPU, Shimla and Dr. S.L.
Kaushal, T&P Co-coordinator, Institute of Management Studies, HPU, Shimla who
gave me a chance to undergo training at HDFC BANK, SANJAULI.
I thank Mr. who with their unfailing guidance, and support helped me to
successfully complete my training despite their busy schedules.
I feel highly obliged to Mr. Nitin Rekhi ( Branch Manager, Sanjauli ) ,without
whose able guidance and valuable inputs this project could not have seen the
light of the day.
Last but not the least I would like to thank all my friends, faculty members and
HDFC staff for constantly encouraging and supporting me throughout my training.
VINEET RANA
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INDEX
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COMPNAY PROFILE
HISTORY OF THE ORGANISATION
PRODUT OF THE COMPANY
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COMPANY PROFILE
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 market leader in
mortgages. Its outstanding loan portfolio covers well over a milliondwelling units. HDFC has
developed
significant expertise in retail mortgage loans to different market
segments and also has a large
corporate client base for its 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
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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DISTRIBUTION NETWORK
HDFC BANK IS HEADQUARTERED IN MUMBAI. THE BANK AT
PRESENT HAS AN ENVIABLE NETWORK OF OVER
593 BRANCHES SPREAD OVER 263 CITIES ACROSS INDIA. ALL
BRANCHES ARE LINKED ON AN ONLINE REAL-TIME
BASIS. CUSTOMERS IN OVER 120 LOCATIONS ARE ALSOSERVICED 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 FOR BOTH DEPOSITS AND
LOAN PRODUCTS. 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.
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RETAIL BANKING SERVICES
The objective of the Retail Bank is to provide its target market
customers a full range of financial
products and banking services, giving the customer a one-stop
window for all his/her banking
requirements. The products are backed by world-class service and
delivered to the customers
through the growing branch network, as well as through alternative
delivery channels like
ATMs, Phone Banking, NetBanking and Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals,
the HDFC Bank Plus and the
Investment Advisory Services programs have been designed keeping
in mind needs of customers
who seek distinct financial solutions, information and advice onvarious investment avenues. The
Bank also has a wide array of retail loan products including Auto
Loans, Loans against
marketable securities, Personal Loans and Loans for Two-wheelers.
It is also a leading provider
of Depository Participant (DP) services for retail customers,
providing customers the facility to
hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International
Debit Card in association .
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TREASURY
Within this business, the bank has three main product areas -
Foreign Exchange and Derivatives,
Local Currency Money Market & Debt Securities, and Equities. With
the liberalization of the
financial markets in India, corporates need more sophisticated risk
management information,
advice and product structures. These and fine pricing on various
treasury products are provided
through the bank's Treasury team. To comply with statutory reserve
requirements, the bank is
required to hold 25% of its deposits in government securities. The
Treasury business is
responsible for managing the returns and market risk on this
investment portfolio.
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AWARDS and ACHIEVEMENTS- BANKING SERVICES
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 there. Today, we are proud to
say that we are well on our way towards that goal.
The Asset magazine named HDFC Bank "Best Cash Management
Bank" and "Best
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CREDIT RATING
HDFC Bank has its deposit programmes rated by two rating
agencies - Credit Analysis & Research Limited. (CARE) and Fitch
Ratings India Private Limited. The bank's Fixed Deposit
instruments considered to be "of the best quality, carrying negligible
Investmentrisk".
CARE has also rated the bank's Certificate of Deposit (CD)
programme "PR 1+" which represents "superior capacity for
repayment of short term promissory obligations". Fitch Ratings
India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the
"tAAA ( ind )" rating to the bank's deposit programme, with the
outlook on the rating as "stable". This rating indicates
"highest credit quality" where "protection factors are very high".
HDFC Bank also has its long term unsecured, subordinated (Tier II)
Bonds of Rs.4 billion rated
by CARE and Fitch Ratings India Private Limited. CARE hasassigned the rating of "CARE
AAA" for the Tier II Bonds while Fitch Ratings India Pvt. Ltd. has
assigned the rating
"AAA( ind )" with the outlook on the rating as "stable". In each of the
cases referred to above,
the ratings awarded were the highest assigned by the rating agency
for those instruments.
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CORPORATE GOVERNANCE RATING
The bank was among the first four companies, which subjected
itself to a Corporate Governance
and Value Creation (GVC) rating by the rating agency, The Credit
Rating Information Services
of India Limited (CRISIL). The rating provides an independent
assessment of an entity's current
performance and an expectation on its "balanced value creation and
corporate governance
practices" in future. The bank has been assigned a 'CRISIL GVC
Level 1' rating, which indicates
that the bank's capability with respect to wealth creation for all its
stakeholders while adopting
sound corporate governance practices is the highest.We are awarethat all these awards are mere
milestones in the continuing, never-ending journey of providing
excellent service to our
customers. We are confident, however, that with your feedback and
support, we will be able to
maintain and improve our services.
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Products & Services
(PERSONAL BANKING)
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SAVINGS ACCOUNT
1) Regular savings a/c:
An easy-to-operate savings account that allows you to issue
cheques, draw Demand Drafts and
withdraw cash. Check up on your balances from the comfort of your
home or office through NetBanking, PhoneBanking and
MobileBanking.
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Features & benef its
- Wide network of branches and over thousand ATMs to meet all your banking needs no matter where you are located.
- Bank conveniently with facilities like NetBanking andMobileBanking- check your account balance, pay utility billsor stop cheque payment, through SMS.
- Never overspend- Shop using your International Debit Cardthat reflects the actual balance in your savings account.
- Avail of facilities like Safe Deposit Locker, Sweep-In and SuperSaver facility on youraccount.
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2) NO FRILL S savings a/c:
In an effort to make banking simpler and more accessible for our
customers, we have introduced
the 'No Frills' Savings Account, which offers you all the basic
banking facilities. You can even
avail of services like NetBanking, Mobilebanking free of cost.
Features & benef its
- Access a wide network of branches and over a thousand ATMs
across the country to meet all your banking needs.
- Use the Free Electronic Funds Transfer (EFT) facility to transferfunds from your HDFC Bank account to an account in another
Bank at the locations as specified by RBI try to meet all yourbanking needs.
- Bank conveniently with facilities like Free NetBanking andMobileBanking.
- Enjoy Free IVR based PhoneBanking. (Agent assisted calls will becharged*)
- Get Free Quarterly Account Statements.
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3) RETAIL TRUST a/c:
The Retail Trust Account is beneficial for Trusts and Societies as it
earns them a higher
interest as compared to a conventional Current Account that offers
no interest.
- Funds, RBI Bonds and other financial instruments through
any of our branches across the- country.
4) SALARY ACCOUNT
a) Payroll salary a/c:
b) Classic salary a/c:
c) Regular salary a/c:
d) Premium salary a/c:
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5)KID·S ADVANTAGE ACCOUNT:
Features & benef its
- ·
Automatically increases the balance in your Kids AdvantageAccount by transferring a fixed sum from your SavingsAccount every month.
- · Amounts in excess of Rs. 5,000/- over and above a balance of Rs. 10,000/- gets converted into Fixed Deposits for a specifiedperiod in your child's name.
- · Free International Debit Card for your child (above 7 years of age) with a maximum drawing capability of Rs. 2,500/- perday.
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OBJECTIVES OF THE STUDY
The Following are the main objectives of the study
What kind of accounts customers hold in the Public & Private Sector Banks?
How many times they visit the Bank?
Which services are offered by the Bank to their customers?
Their viewpoints regarding the services provided to them.
Does the Bank give personal attention to their customers?
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SCOPE
NEED
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R ESEAR CH METHODOLOGY
R ESEAR CH DESIGH DATA COLLLECTION
METHOD OF SAMPLING DATA ANALYSIS
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RESEARCH METHODOLOGY
The chapter under study gives the vivid explanation of the research process followed during the
present study. An attempt has been made to explain the preliminary contents of the research,
such as research objectives, R esearch plan, Sampling techniques, data analysis techniques and
limitations of the study etc.
y Research process:-
Effective and efficient research involves a systematic adoption of the following steps:
Defining the research objectives.
Developing the research plan.
Collecting the information.
Presentation of findings.
Universe: City PATHANKOT.
Population: The population of the study is Students, Professionals,
Servicemen, Businessmen.
Sample Size: The sample size of the research is 300 respondents.
Sampling Technique: The sampling method used in the present study is
random sampling technique.
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DATA ANALYSISDATE ANALYSIS FROM THE QUESTIONNAIRE
Visit of any Bank
Attributes Respondents %age
Yes 300 100
No - -
Total 300 100%
100% of the sample sizes visit the Banks. Reason is that every transaction is made
through Banks
100%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes No
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Choice of Banking Sector
Attributes Respondents %age
Public Sector Bank 170 57%
Private Sector Bank 130 43%
Total 300 100%
Maturity of the respondents like to open a account in the Public Sector Banks, reason is that
they believe in the Public Sector Banks.
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Fr equency of transaction
Public Sector Banks
Attributes Respondents %age
Once in a week 50 29
Twice in a week 90 53
Fortnightly 30 18
Total 170 100%
The maturity of the respondents visit The Public Banks twice in a week, reason is that,
now a day every transaction is made through the Banks
0%
10%
20%
30%
40%
50%
60%
Once in a weel Twice in a week F r nightly
29%
53%
18%
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Pr ivate Sector Banks
Attributes Respondents %age
Once in a week 30 23
Twice in a week 80 62
Fortnightly 20 15
Total 130 100%
The maturity of the respondent visit the Public Banks, reason is that every transaction is
made through the Banks
0%
10%
20%
30%
0%
50%
60%
70%
Once in a weel Twice in a week F¡
r nightly
23%
62%
15%
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Overall performance
Public Sector Banks
Attributes Respondents %age
Excellent 100 59%
Good 50 30%
Satisfactory 20 11%
Poor - -
Total 170 100%
The maturity of the respondents say that overall performance of The Public Sector
Banks is excellent because employees handle the customers properly.
0%
10%
20%
30%
0%
50%
60%
Excellent G d Average P r
59%
30%
11%
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Pr ivate Sector Banks
Attributes Respondents %age
Excellent 90 69
Good 30 23
Satisfactory 10 8
Poor - -
Total 130 100%
The maturity of the respondents say that overall performance of The Private Sector
Banks is excellent because employees handle the customers properly.
0%
10%
20%
30%
¢
0%
50%
60%
70%
Excellent G d Average P r
69%
23%
8%
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Ser vices Provided
Public Banks
Attributes Respondents %age
ATM Services 70 41
Delivery of cash at doorstep - -
Credit Card facility 20 12
Tele Draft facility 10 6
Internet Banking 20 12
All of these 50 29
Total 170 100%
The maturity of the respondents use the service of ATM provided by the Public Sector
Banks because the customers can withdraw the money any time.
29%
12%
6%
12%
0%
£
1%
0% 10% 20% 30%£
0% 50%
All ¤ f these
Inter net banking
Teledraft facility
Cr edit card facility
Deliver y ¤ f cash atd ¤ ¤ r step
ATM Services
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Pr ivate Sector Banks
Attributes Respondents %age
ATM Services 50 38
Delivery of cash at doorstep - -Credit Card facility 20 15
Tele Draft facility 10 9
Internet Banking 20 15
All of these 30 23
Total 130 100%
The maturity of the respondents use the service of ATM provided by the Private Sector
Banks because the customers can withdraw the money any time.
23%
15%
9%
15%
0%
38%
0% 10% 20% 30%¥
0%
All ¦
f these
Inter net banking
Teledraft facility
Cr edit card facility
Deliver y ¦
f cash atd
¦ ¦
r step
ATM Services
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Satisfaction Level
Public Sector Banks
Attributes Respondents %age
Yes 150 88%
No 20
T
otal 170 100%
The maturity of the respondents says that they are satisfied with services provided by
The Public Sector Banks, reason is that Public Sector Banks co-operate with their
customer.
88%
12%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Yes No
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Pr ivate sector banks
Attributes Respondents %age
Yes 120 92%
No 10 8%
Total 130 100%
The maturity of the respondents says that they are satisfied with services provided by
The Private Sector Banks, reason is that Private Sector Banks co-operate with their
customer.
92%
8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes No
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Remit & withdraw of cash
Public Sector Banks
Attributes Respondents %age
Very Fast 150 88
Average 20 12
Slow - --
Total 170 100%
The maturity of the sample size say that services of withdraw & remitting of cash are
very fast, reason is that separate counters are situated for withdraw & remitting of cash
in The Public Sector Banks.
0%
10%
20%
30%
§
0%
50%
60%
70%
80%
90%
Ver y fast Average Slow
88%
12%
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Pr ivate Sector Banks
Attributes Respondents %age
Very Fast 100 77%
Average 30 23%
Slow - --
Total 130 100%
The maturity of the sample size say that services of withdraw & remitting of cash are
very fast, reason is that separate counters are situated for withdraw & remitting of cash
in The Private Sector Banks.
0%
10%
20%
30%
̈
0%
50%
60%
70%
80%
Ver y fast Average Slow
77%
23%
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Per sonal attention
Public Sector Banks
Attributes Respondents %age
Yes 150 88%
No 20 12%
Total 170 100%
The maturity of the sample size say that Public Sector Banks personal attention to their
customer because there is tough competition between The Public Sector Banks & The
Private Sector Banks.
Yes
88%
No
12%
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Pr ivate Sector Banks
Attributes Respondents %age
Yes 125 96%
No 5 4%
Total 130 100%
The maturity of the sample size says that Private Sector Banks personal attention to
their customer because there is tough competition between The Public Sector Banks
& The Private Sector Banks.
Yes
96%
No©
%
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Compar ison of ser vices of the Public Sector Bank & Pr ivate
Sector Banks
Attributes Respondents %age
Public Sector Bank 100 34%
Private Sector Bank 175 58%
Both 25 8%
Total 300 100%
The maturity of sample size say that The Private Sector Banks provide more services as
compare to the Public Sector Banks because Private Sector Banks adopt new technology
to attracts the customers.
34%
58%
8%
0%
10%
20%
30%
40%
50%
60%
Public Sector Banks Private Sector
Banks
Both
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FINDINGS
RECOMONODATION
CONCLUSION
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FINDING S
y The maturity of the sample size hold the Account in The Public Sector Banks.
y The customers visit The Banks twice in week because now-a-day every
transaction is made through Banks.
y The customers are satisfied with the services provided by the Banks.
y The maturity of the sample size use the service of ATM provided by The
Banks because they can withdraw the money at any time.
y The maturity of sample size agrees that The Private Sector Banks are providing
better services than the Government Banks. Hence we can say that The Private
Sector Banks in India are providing quality services to their customers.
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RECOMMENDATIONS
y Because of the stiff competition of various banks in the market, focus of Indian
Bank should be immense on advertisement and promotion.
y ATM facility should be given to the students with "Zero balance of debit" so that
the students can easily get money at any time and at anywhere they want.
y Sunday should be made as a full working day for both the branches so that people
will easily transact at any time.
y News papers mainly, Times of India, Hindustan Times and Economic Times and
different magazines should be kept for the customers by which they feel relaxation
until their transactions are over.
y Proper feedback system should be there and feed back forms should be kept for the
customers. The customers coming into the bank should fill up these forms and it
should be collected on daily basis. By analyzing these bank will easily come
across its feedback and accordingly modify them. So that the customers will feel
proud of themselves as well as their bank.
y The head office should appoint smart and handsome/beautiful employees in the
metro cities so that customer will feel proud over himself or herself.
y One person should be appointed at every branch of Delhi for the collection of
outstanding payments.
y
Interior space should be extended so that people will freely move during business/rush hours.
y One signboard of "Government sector banks" should be placed towards the West
side so that the trespassers will easily come across the bank.
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LIMITATIONS OF THE STUDY
However the project will be suffered with following limitations:
y Biased opinion of customers could not be ruled out during the survey.
y Due to shortage of time and resources the sample size of 300 respondents has
been taken for the study, soon the current study may not hold true picture.
y The negative perception of people regarding collection of information.
y Lack of knowledge on the part of respondents may affect the results of the
study.
y The study is limited to Gurdaspur city. So the current study may not hold true
for any other population.
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CONCLUSION
From the analysis we can conclude the following:
(i) R espondent who are holding accounts both in the Government Banks as well as
the Private sector banks agree to the fact that they are being offered more variety
of services by the Private sector banks.
(ii) The maturity of sample size of the both Banks ( The Private Sector Banks &
Public Sector Banks) visit the banks because every transaction is made through
banks
(iii) The maturity of the R espondents use the service of ATM provided by Banks
(Public Sector Bank & Private Sector Bank ) because they can withdraw the
money at any time.
The maturity of sample size agrees that The Private Sector Banks are providing better
services than the Government Banks. Hence we can say that The Private Sector Banks in
India are providing quality services to their customers.
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BIBLIOGR APHY
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BIBLIOGRAPHY
µBanking: The Network is the bank¶, by Yogesh Sharma, Dataquest, January 31,
2003
µRace will end in survival of the fittest¶, The Financial Express, November 29,
2003.
The Times of India, 26 July, 2003.
µThe future is in e-banking¶ by Mr. K.V. Kamath (Managing Director, ICICI), April
14, 2002, Business Line.
µR BI road map for banking¶, The Indian Express, July 21,2003.
Banking in India, by Dr A. K. Mishra (Professor & Chairman of Finance Group at
IIM Lucknow).
Web-sites:
http://www.indiainfoline.com
http://www.icicibank.com
http://www.hdfcbank.com
http://www.citibank .com
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6. Are you satisfied with services provided by the Bank?
a) Yes b) No
7. Your view¶s on Bank¶s overall performance
a) Excellent
b) Good
c) Satisfactory
d) Poor
8. How much time taken to remit/withdraw of cash?
a) Very Fast
b) Average
c) Slow
9. Which banking sector gives personal attention?
a) Private Sector Banks
b) Public Sector Banks
c) Both
R ESPONDENTS PR OFILE
Name_________________
Location _______________
Occupation ________________