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SUMMER TRAINING PROJECT
ON
CUSTOMER ATTITUDE
TOWARDS
ATM SERVICES
(A STUDY OF HDFC BANK, BULANDSHAHAR)
Submitted in partial fulfillment for the requirement of the award of degree inMaster of Business Administration
(AFFILIATED T MA!AMA"A TE#!$I#AL %$I&E'SIT"
(SESSION : 2012201!)
U"#$% G&'#$"$ * S&+'--$# B.:
M%/ G&%' S"% M- B3$4
R/"1215560076
MBA
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NOIDA INSTITUTE OF ENGINEERING 8 TECHNOLOGY
19, KNOWLEDGE PARKII, GREATER NOIDA
)
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DECLARATION
I* M- B3$4, student of MBA* $IET*
+reater $oida session ),-).),-/* 'oll $o01-)-223,,43* hereb5 de6lare that
summer training report entitled CUSTOMER A--'-$ -;%#< ATM
S$%='$>>> M-
B3$4
2
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ACKNOWLEDGMENT
M5 debts to assistan6e in ma7ing this pro8e6t report are more numerous than 6an be
identified here0 This whole effort is a result of the guidan6e* assistan6e and inspiration of
se9eral people who ha9e helped me throughout the stud5 and preparation of the report0 I
feel greatl5 honored to e;press m5 indebt ness and profound gratitude to M%/ I%*"
A# "# M%/ P%# S'"3* under whose able guidan6e this pro8e6t was
underta7en0 This assistan6e* en6ouragement* inspiration and 9arious suggestion right
from the 9er5 beginning of this pro8e6t to its a66omplishment has helped me to prepare a
more realisti6 report in a limited period whi6h otherwise ha9e been diffi6ult0
I would also li7e to e;press m5 sin6ere gratitude to M%/ G&%' S"% NIET*
who inspired me to undergo su6h pro8e6t* whi6h has gi9en me pra6ti6al e;perien6e and
ease in learning Mar7et 'esear6h0
I shall be failing in m5 dut5 if I don:t e;press m5 sin6ere gratitude to all the respondents
of m5 sur9e5 who lent me 9arious time and pro9ided me with all the ne6essar5
information0 At last I would li7e to than7 to all those lo9ing hearts that dire6tl5 or
indire6tl5 helped me in m5 pro8e6t stud50
M- B3$4
R44/"1215560076
MBA
/
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CONTENTS
SL/NO CHAPTE
R NO/
CONTENTS PAGE
NO/1 DECLARATION 2
2 ACKNOWLEDGEMENT 5
5 PREFACE 7
! 1 INTRODUCTION ?6
7 COMPANY PROFILE 6@
? 2 HISTOTY OF BANKING IN INDIA @1!
6 ABOUT HDFC BANK 1721
@ ABOUT
ATM
INTERNATIONAL DEBIT
CARD
PHONE BANKING
2276
9 OBJECTIVE 7@79
10 5 RESEARCH METHODOLOGY ?0?7
11 ! REPORT (RESULTS AND FINDINGS) ??66
12 7 LIMITATIONS 8SUGGESTIONS 6@@0
15 RECOMENDATION @1@2
1! SWOT ANALYSIS @5@!
17 HYPOTHESIS @7@6
1? CONCLUSION @@
16 BIBLIOGRAPHY @991
1@ ANNEURE 929!
4
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PREFACE
As integral part of ) 5ears full time MBA program e9er5 student required to under
goes summer training of first 5ear for period of < to = wee7s in an organi>ation0
This training program is mandator5 for ea6h student a6quired them whi6h the wa5
in an organi>ation fa6e to su66essfull5 run their business in the 6ompetiti9e
en9ironment this also ha9e gi9en to the students a pra6ti6al e;posure0
About the mar7et and their industries en9ironment this also has gi9en to students a
pra6ti6al e;posure0 For the same time I also got the 6han6e to m5 summer training
in !DF# Ban70
In this highl5 6ompetiti9e mar7et where man5 pla5ers fighting ea6h and e9er5
moment to in6rease their mar7et share and to be6ome the 6ustomer first
preferen6e0
This pro8e6t was an attempt to stud5 the 6onsumer:s beha9ior* preferen6es and the
mar7et share to produ6ts of !DF# Ban7 ATM0
CHAPTERI
4
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EECUTIVE SUMMARY
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EECUTIVE SUMMARY
D'%$- +"'"3 ""$4< =$be6ome an endemi6 part of the ban7ing
6ulture0 ATM is one of them0 For man5 people* the onl5 6onta6t the5 now ha9e with their ban7 is through an ATM0
But to trul5 unlo67 the 9alue of an ATM we must loo7 6loser at the user e;perien6e and the t5pe of ser9i6e that
6ould be deli9ered0
!DF# Ban7 is one of the best dire6t ban7ing 6hannels with 34, ATM a6ross India0 I was
gi9en the opportunit5 to do a pro8e6t C&
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THE HISTORY
OF
BANKING IN INDIAN
=
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THE HISTORY OF BANKING IN INDIAN
Ban7ing in India has its origin as earl5 as the &edi6 period0 It is belie9ed that the
transition from mone5 lending to ban7ing must ha9e o66urred e9en before Manu*
the great !indu ?urist* who has de9oted a se6tion of his wor7 to deposits and
ad9an6es and laid down rules relating to rates of interest0 During the Mogul
period* the indigenous ban7ers pla5ed a 9er5 important role in lending mone5 and
finan6ing foreign trade and 6ommer6e0 During the da5s of the East India
#ompan5* it was the turn of the agen65 houses to 6arr5 on the ban7ing business0
The +eneral Ban7 of India was the first ?oint Sto67 Ban7 to be established in the
5ear -3=
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n ?ul5 -@* -@
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PUBLIC SECTOR BANKS
State Ban7 of India and its asso6iate ban7s 6alled the State Ban7 group
-@ $ationali>ed ban7s
'egional 'ural Ban7s mainl5 sponsored b5 ubli6 Se6tor Ban7s
--
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PRIVATE SECTOR BANKS
ld generation pri9ate ban7s
$ew generation pri9ate ban7s
Foreign ban7s in India
S6heduled #o.operati9e Ban7s
$on.s6heduled Ban7s
-)
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COOPERATIVE SECTOR
The 6o.operati9e ban7ing se6tor has been de9eloped in the 6ountr5 to the
supplement the 9illage mone5lender0 The 6o.operati9e ban7ing se6tor in India is
di9ided into / 6omponents
State #o.operati9e Ban7s
#entral #o.operati9e Ban7s
rimar5 Agri6ulture #redit So6ieties
Land De9elopment Ban7s
%rban #o.operati9e Ban7s
rimar5 Agri6ultural De9elopment Ban7s
rimar5 Land De9elopment Ban7s
State Land De9elopment Ban7s
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DEVELOPMENT BANKS
Industrial Finan6e #orporation of India (IF#I
Industrial De9elopment Ban7 of India (IDBI
Industrial #redit and In9estment #orporation of India (I#I#I
Industrial In9estment Ban7 of India (IIBI
Small Industries De9elopment Ban7 of India (SIDBI
S#I#I Ltd0
$ational Ban7 for Agri6ulture and 'ural De9elopment ($ABA'D
E;port Import Ban7 of India
$ational!ousing Ban7
-/
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ABOUT
HDFC BANK LTD/
-4
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ABOUT HDFC BANK LTD/
The !ousing De9elopment Finan6e #orporation Limited (!DF# was amongst
the first to re6ei9e an in prin6iple appro9al from the 'eser9e Ban7 of India ('BI
to set up a ban7 in the pri9ate se6tor* as part of the 'BIs liberali>ation of the
Indian Ban7ing Industr50 The ban7 was in6orporated in August -@@/ in the name
of !DF# Ban7 Limited* with its registered offi6e in Mumbai* India0 The ban7
6ommen6ed operations as a S6heduled #ommer6ial Ban7 in ?anuar5 -@@40
PROMOTER
!DF# is Indias premier housing finan6e 6ompan5 and en8o5s an impe66able
tra67 re6ord in India as well as in international mar7ets0 Sin6e its in6eption in
-@33* the #orporation has maintained a 6onsistent and health5 growth in its
operations to remain the 6lear mar7et leader in mortgages and ban7ing ser9i6es in
India0 Its outstanding loan portfolio 6o9ers o9er a million dwelling units0
!DF# has de9eloped signifi6ant e;pertise in retail mortgage loans to different
mar7et segments and also has a large 6orporate 6lient base for their housing
related 6redit fa6ilities0 Cith its e;perien6e in the finan6ial mar7ets* a strong
mar7et reputation* large shareholder base and unique 6onsumer fran6hise* !DF#
was ideall5 positioned to promote a ban7 in the Indian en9ironment0
-
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BUSINESS FOCUS
!DF# Ban7s mission is to be a Corld #lass Indian Ban70 The Ban7s aim is to
build a sound 6ustomer fran6hise a6ross distin6t businesses so as to be the
preferred pro9ider of ban7ing ser9i6es in the ni6he segments that the ban7
operates in and to a6hie9e health5 growth in profitabilit5* 6onsistent with the
ban7s ris7 appetite0 The ban7 aims to ensure the highest le9el of ethi6al standards*
professional integrit5 and regulator5 6omplian6e0 !DF# Ban7s business
philosoph5 is based on four 6ore 9alues1 perational E;6ellen6e* #ustomer Fo6us*
rodu6t Leadership and eople0 The Ban7 signed a strategi6 business
6ollaboration agreement with #hase Manhattan Ban7 in Februar5 -@@@0
-3
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CAPITAL STRUCTURE
The authori>ed 6apital of !DF# Ban7 is 's0/4, 6orers0 The paid.up 6apital is
's0)=-0) 6rores0 The !DF# +roup holds )/04 of the ban7s equit5 while about
-202 of the equit5 is held b5 the depositor5 in respe6t of the ban7s issue of
Ameri6an Depositor5 Shares (ADSAD' Issue0 The Indian ri9ate Equit5 Fund*
Mauritius (IEF and Indo6ean Finan6ial !oldings Ltd0* Mauritius (IF!L (both
funds ad9ised b5 ? Morgan artners* formerl5 #hase #apital artners together
hold about --0
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TIMES BANK AMALGAMATION
In a milestone transa6tion in the Indian ban7ing industr5* Times Ban7 Limited
(another new pri9ate se6tor ban7 promoted b5 Bennett* #oleman H #o0 Times
+roup was merged with !DF# Ban7 Ltd0* effe6ti9e Februar5 )
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DISTRIBUTION NETWORK
!DF# Ban7 is headquartered in Mumbai0 The Ban7 at present has an en9iable
networ7 of o9er )24 bran6hes spread o9er -)< 6ities all a6ross the 6ountr50 All
bran6hes are lin7ed on an online real.time basis0 #ustomers in 2@ lo6ations are
also ser9i6ed through Telephone Ban7ing0 The Ban7s e;pansion plans ta7e into
a66ount the need to ha9e a presen6e in all ma8or industrial and 6ommer6ial 6entres
where its 6orporate 6ustomers are lo6ated as well as the need to build a strong
retail 6ustomer base0 Being a 6learingsettlement ban7 to 9arious leading sto67
e;6hanges* the Ban7 has bran6hes in the 6entres where the $SEBSE ha9e a
strong and a6ti9e member base0 The Ban7 also has a networ7 of almost o9er 34,.
networ7ed ATMs a6ross these 6ities0
Moreo9er* !DF# Ban7s ATM networ7 6an be a66essed b5 all domesti6 and
international &isaMaster#ard* &isa Ele6tronMaestro* lus#irrus and Ameri6an
E;press #redit#harge 6ardholders0 It is the onl5 ban7 in India whi6h pro9ides
a66ess to all the 2 ma8or International #ard $etwor7s on its ATM networ70
),
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TECHNOLOGY USED
!DF# Ban7 operates in a highl5 automated en9ironment in terms of information
te6hnolog5 and 6ommuni6ation s5stems0 All the ban7s bran6hes ha9e
6onne6ti9it5 whi6h enables the ban7 to offer speed5 funds transfer fa6ilities to its
6ustomers0 Multi.bran6h a66ess is also pro9ided to retail 6ustomers through the
bran6h networ7 and Automated Teller Ma6hines (ATMs0 The Ban7 has made
substantial efforts and in9estments in a6quiring the best te6hnolog5 a9ailable
internationall5* to build the infrastru6ture for a world 6lass ban70 In terms of
software the #orporate Ban7ing business is supported b5 Fle;tube* while the
'etail Ban7ing business b5 Finware* both from i.fle; Solutions Ltd0 (formerl5
#iti6orp Information Te6hnolog5 India Ltd00 The s5stems are open* s6aleable and
web.enabled0
The Ban7 has prioriti>ed its engagement in te6hnolog5 and the internet as one of
its 7e5 goals and has alread5 made signifi6ant progress in web.enabling its 6ore
businesses0 In ea6h of its businesses* the Ban7 has su66eeded in le9eraging its
mar7et position* e;pertise and te6hnolog5 to 6reate a 6ompetiti9e ad9antage and
build mar7et share0
)-
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A HISTORY OF ATM
))
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A HISTORY OF ATM
ATM is the 6ulmination of all the de9elopments in swit6hing and transmission in
the last twent5 5ears0 This in6ludes the ad9ent of pa67et.swit6hing and the 6hange
from 6oa;ial to opti6al0
CIRCUIT SWITCHING:
This was the first t5pe of data transfer mehanism used0 A dedi6ated line on the
networ7 path is allo6ated to the parties in9ol9ed in the transfer o9er the networ70
#hannel 6apa6it5 has to be a9ailable and reser9ed between ea6h pair of nodes on
the path* and ea6h node has to ha9e a swit6hing 6apabilit50 For different
appli6ations* utili>ation of the line 6an 9ar5 enormousl50 !owe9er there is little
dela5 and effe6ti9e transparen65 for the user0 It is 9er5 effi6ient for #onstant Bit
'ate (#B'0
PACKET SWITCHING:
Data to be sent is bro7en down into 6hun7s or pa67ets0 Ea6h pa67et 6ontains data
and header information for 6ontrol e0g0 routing0 At ea6h node the pa67et is
re6ei9ed* stored briefl5 and passed on0 At ea6h node the pa67ets ma5 be put on a
queue for further mo9ement into the networ70 There are two approa6hes to
transport .
-0 D-3%. where ea6h pa67et 6an ta7e an5 path through the networ7 as
long as the5 all rea6h the destination0
)0 V'%-&4 C'%&'- . where all the pa67ets are routed through the same path
without ha9ing the path dedi6ated0
Datagram allows for d5nami6 handling of 6ongestion and no 6all setup is
ne6essar50 &irtual 6hannels allow for sequen6ing* error and flow 6ontrol0
)2
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MULTIRATE CIRCUIT SWITCHING:
This is an enhan6ement of the s5n6hronous Time.Di9ision Multiple;ing (TDM
approa6h used initiall5 in 6ir6uit swit6hing0 In 6ir6uit swit6hing a station must
operate at a fi;ed data rate whi6h must be used regardless of appli6ation0 In
multirate swit6hing* multiple;ing is introdu6ed0 A station atta6hes to the networ7
b5 means of a single ph5si6al lin7 whi6h 6arries multiple fi;ed data.rate 6hannels
(B.6hannel
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CELL RELAY:
This is an e9olution from frame rela5 and multirate 6ir6uit swit6hing0 #ell rela5
uses fi;ed si>ed pa67ets 6alled 6ells0 Multirate 6ir6uit swit6hing also had fi;ed
6hannels0 #ell rela5 allows for the definition of 9irtual 6hannels with data rates
d5nami6all5 defined0 %sing a small 6ell si>e allows almost 6onstant data rate e9en
though it uses pa67ets0
From frame rela5* 6ell rela5 ta7es impro9ed error 6ontrol into a66ount* and allows
more errors to be handled at a higher
Logi6al le9el0 The fi;ed.si>e 6ells redu6e o9erhead e9en more and thus allows
rates of tens to hundreds of Mbps0
So we ha9e seen progression from two areas . 6ir6uit swit6hing for #B'* and
pa67et swit6hing for &B'0 #ell rela5 is equall5 as good with either #B' or &B'
as is shown b5 the diagram
)4
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TRANSMISSION:
In the late -=,,s signals were analog and telephones were allo6ated a single
6hannel per line for transmission0 De9elopment of the 9a66um tube led to analog
s5stem emplo5ing FDM ( Frequen65 Di9ision Multiple;ing * in -@)4 and 6oa;
was installed in -@2
frequen65 regions* and in -@
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ATMS OF HDFC
!DF# has 34, ATM a6ross India0 This ma7es mone5 a66essible )/ hours a da5* 3
da5s a wee7* 2
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international 6ardholders the benefits of 6ash ad9an6es from an5 of our ATMs0 T
&
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ADVANTAGES
OF
ATM
2,
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THE ADVANTAGES
When you open an HDFC Bank NRE Savings Account, you gain
the following enefits!
I"-$%"-'"4 D$+'- C%#:
It is li7e an ATM 6ard 5ou 6an shop with0 "ou 6an use it to shop at o9er
=, la7h establishments in -/, 6ountries or withdraw 6ash from
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The5 6an use the ATM 6ard to withdraw 6ash from an5 of our widespread
networ7 of ATMsa6ross India0
LETTER OF MANDATE
"ou 6an gi9e a letter opf mandateA to 5our lo6al representati9e in
India who 6an operate the a66ount on 5our behalf0.
PERSONALISED CHEUE BOOK:
"ou get a personalised 6heque boo7 that is issued on the $'E Sa9ings
A66ount0
NETBANKING:
$ow* a F'EE* safe and se6ure wa5 to do 5our ban7ing o9er the Internet0
%sing the highest le9el of en6r5ption* for ma;imum se6urit5* pa5 5our
utilit5 bills in India* transfer funds between 5our a66ounts or to third
parties within the ban7* all at the 6li67 of a mouse0 "ou 6an 6arr5 out the
following transa6tions1
o A66ount Balan6e inquir5
o A66ount Statement inquir5
2)
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o Fi;ed Deposit inquir5
o
#heque Status inquir5
o #heque Boo7 request
o Fi;ed Deposit request
o Fund Transfers
o Stop a5ment request for a single 6heque or a series of 6heques0
BILL PAY:
%se this 6on9enient fa6ilit5 to pa5 5our ele6tri6it5* phone and mobile bills
through an5 of the 6hannels0 It 6an e9en use the Billa5 fa6ilit5 through
$etBan7ing to pa5 lo6al bills . phone* ele6tri6it5* mobile phones in 2< Indian
6ities* right from where9er 5ou are* thousands of miles awa50
NOMINATION FACILITY:
$omination is allowed in $'E A66ounts0
FREE UARTERLY STATEMENTS:
22
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"ou are sent uarterl5 Statements at 5our mailing address0The5 are
generated as of 2-st Mar6h* 2,th ?une* 2,th September and 2-st
De6ember0 Monthl5 statements and Dupli6ate statements are a9ailable at a
fee0
PHONEBANKING:
En8o5 FREE)/.hour honeBan7ing to 6he67 5our balan6e* find out the
status of 5our 6heque or e9en open new Fi;ed Deposits0The following
transa6tions 6an be 6arried out1
o A66ount Balan6e inquir5
o A66ount Statement inquir5
o Fi;ed Deposit inquir5
o #heque Status inquir5
o #heque Boo7 request
o Fi;ed Deposit request
o Fund Transfers
o Stop a5ment request for a single 6heque or a series of 6heques0
INTERCITY BANKING:
2/
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EAGE ADVANTAGES
E
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pur6hases at mer6hant lo6ations0 For all su6h transa6tions done abroad*
5our a66ount will be debited in Indian 'upees regardless of the 6urren65 in
whi6h 5ou transa6t0
W'#$
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C
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un8ab @4-)/.)2, @2@2 for rest of !ar5ana and @4=,.4), ))22 for rest of
arnata7a0
As 5ou 7now for a9ailaing this fa6ilit5 in Mumbai 5ou simpl5 need to dial
)=4
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o Additionall5 5ou must also report the loss to the nearest lo6al
poli6e authorities and forward a 6op5 of the FI' to the Ban70
/,
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W%4#;'#$ A
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THE MECHANICS OF MONEY TRANSFER
"% are tra9eling abroad and want to send mone5 ba67 home qui67l50 r* 5ou
are an $'I wor7ing abroad loo7ing to transfer 5our hard earned mone5 home0
This is how 5ou 6an do it0
Mone5 6an be transferred through ban7s* Ceb sites su6h as 'emit)India06om* and
mone5 transfer 6ompanies su6h as Cestern %nion0 !owe9er* ea6h has its
ad9antages and disad9antages0
/)
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5ou ha9e to deposit it in a ban70 #arr5ing plasti6 mone5 is also a good option for
a66essing 6ash qui67l50 For instan6e* a #itiban7 ban7ing 6ard with a Master#ard
logo allows 5ou to shop or get 6ash from ATMs a6ross the globe0 This 6ard does
not ha9e finan6e 6harges and annual fees0
!owe9er* these 6ards ha9e dail5 spending limits0 Some ban7s with a good
international networ7 also offer ATM fa6ilities for international debit* 6redit and
6harge 6ards0 For instan6e* 5ou 6an use an ATM 6ard of !DF# Ban7 to draw
mone50
Ban7s also offer online ban7ing transfer fa6ilities whi6h enable 5ou to tra67 5our
remittan6e online0 For instan6e* I#I#I Ban7 offers produ6ts* su6h as ower
Transfer* e.transfer* and 6heque transfer0 The time ta7en for reali>ing mone5
9aries from produ6t to produ6t0 For more details 6onta6t the ban7s0
Ban7ing transfers are 9er5 6on9enient* parti6ularl5 for 6hequedraftswire
transferonline ban7ing transfer* if both the sender and the benefi6iar5 ha9e
a66ounts in the same ban70
//
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MONEY TRANSFER COMPANIES
Some 6ompanies* su6h as Cestern %nion Mone5 Transfer and Mone5 +ram* also
transfer funds0 All 5ou need to do is lo6ate the nearest agent who represents the
mone5 transfer 6ompan5* fill in Gto send mone5G format* and pa5 the 6ash and the
ser9i6e fee0 The agent will* in turn* pro9ide 5ou with a mone5 transfer 6ontrol
number0 "ou ha9e to 6ommuni6ate this number to the benefi6iar50
Cithin an hour* the benefi6iar5 6an 6olle6t the mone5 from the nearest agent b5
filling in the Gto re6ei9e mone5G form and pro9iding a 9alid identifi6ation0
+enerall5* in India* identifi6ation su6h as 9alid assport* &oters ID* A$ $o* and
dri9ing li6ense are a66epted0 Depending on the lo6ation and amount of mone5
in9ol9ed* the benefi6iar5 ma5 be as7ed a Gtest questionG to 9erif5 whether heshe
is the intended re6ei9er0 The test question is 6reated b5 5ou (the sender0
!owe9er* it should be noted that ma;imum amount that 6an be sent per
transa6tion should not e;6eed (%S N)*4,, as per the Indian +o9ernments
requirement0 Besides* mone5 transfer pa5ments are reser9ed onl5 for pri9ate
6onsumer use and not for 6ommer6ial* business or in9estment purposes0 It should
also be noted that the agent will pa5 the transferred amount in the form of 6ash up
to 's 4,*,,,0 For higher pa5outs* the agent will issue a 6heque whi6h 6an be
en6ashed in ban7s0 !owe9er* there is no 6ash pa5out limit for foreign passport
holders in India0 As per the +o9ernments requirement* a single benefi6iar5 6annot
re6ei9e more than -) pa5ments through mone5 transfer annuall50
/4
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WEB SITE TRANSFERS
Man5 Ceb sites also transfer mone50 For instan6e* (remit)india
www0timesofmone506om offers this ser9i6e0
These Ceb sites also enable 5ou tra67 5our mone5 online0 All 5ou need to do is
log on to the site and fill the requisite details (5ours and the benefi6iar5s* the
amount and the pa5ment mode for sending the mone50 The benefi6iar5 will
re6ei9e the mone5 in the form of 6heque or demand draft or through dire6t
deposits (if the benefi6iar5 has a66ount with an5 of the 6ompan5s partner ban7s0
The fee 9aries based on the transfer amount* mode of pa5ment and senders
lo6ation0
A word of 6aution to those who send mone5 through Ceb sites O 7indl5 ensure
that the Ceb site is a reputed one and re6ogni>ed b5 the 'eser9e Ban7 of India0
Before de6iding on the mode of transfer* e9aluate the 6ost in9ol9ed in ea6h
method* the time ta7en* the ease at whi6h 5ou 6an send and re6ei9e funds* safet5
and the transa6tion limit0
A44 .& "$$# - =$ '< " HDFC B" A&"-/
REFILL THROUGH ATMS :
-0 #hoose others i6on in the first s6reen of the ATM after entering 5our I$0
)0 Sele6t the Bill a5repaid 'efill i6on on the s6reen0
20 Sele6t prepaid refill i6on on the s6reen out of the 6hoi6es of Ele6tri6it5*
Telephone et60
/0 Enter 5our prepaid mobile number and 6onfirm the same0
40 #hoose 5our preferred tariff and 6onfirm the pa5ment0
/
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ur Mobile Ban7ing ser9i6e is one of the easiest wa5s for 5ou to a66ess 5our
a66ount0 Its free* instant and 5ou 6an ban7 through SMS0 Chats more* 5ou 6an
use Mobile Ban7ing e9en when 5oure on the mo9e0
To a9ail of the ser9i6es mentioned below send an SMS to -)2)2
#he67 5our a66ount balan6e0
#he67 on the last three transa6tions 5ou made0
'equest for a statement0
rder a 6heque boo70
Enquire on a 6heque status0
Stop a 6heque0
&iew 5our Fi;ed Deposit details0
Ma7e 5our utilit5 bill pa5ments o9er SMS0
H; & #$< '-
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PRODUCT FEATURES
-0 #urrentl5* range and !ut6h prepaid 6ustomers at the mentioned 6ir6les*
who are !DF# Ban7s A66ount holders 6an now get their pre.paid 6ards
refilled for the amount the5 desire through the ATMs0
)0 This hassle.free and 6on9enient ser9i6e is a9ailable )/ hours a da5* 2
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WHO CAN APPLY
A R$
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F% -$ *'%
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REFILL THROUGH SMS:
'egister for our free Mobile Ban7ing ser9i6e and get 5our range prepaid 6ard
refilled for the amount 5ou desire0 ?ust send an SMS at an5 time of the da5 or
night and 5our 6ard will be refilled within se6onds0 The amount will be instantl5
dedu6ted from 5our ban7 a66ount* ma7ing it hassle free and 6on9enient0
I-< -&44. =$%. $
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N-$: P4$
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For further information on more 6on9enient ser9i6es from us at !DF# Ban7* 6all
)=4< -=-=* log on to www0hdf6ban706om or 8ust wal7 in to the bran6h 6losest to
5ou0 "ou 6an also 6all range at 4
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INTERNATIONAL DEBIT CARD
4
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INTERNATIONAL
DEBIT CARD
It:s li7e an ATM 6ard one 6an shop with0 !DF# Ban7 International Debit #ard
6an be used to a66ess a66ount from a widespread networ7 of ATMs within India
and abroad0 #ash 6an be with drawn at o9er =*,,*,, &isaMaestrolus#irrus
ATMs in -/, 6ountries0 Shopping at o9er 4-*,,, establishments in India and o9er
-, million worldwide 6an be done with International Debit #ard0 At sele6t
bran6hes of #anara Ban7 and Ban7 of India withdraw of 6ash against !DF# Ban7
International Debit #ard (a9ailable onl5 with the &isa Ele6tron programme 6an
be done0
43
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PHONE BANKING
4=
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PHONE BANKING
J&
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CHAPTER5
RESEARCH OBJECTIVE
OF
THE STUDY
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OBJECTIVE OF THE PROJECT
To 7now the potential mar7et of !DF# Ban7 for ATM in Bulandshahar
#it50
To e9aluate the ser9i6es0
To determine the e;isting usage rate of ATM:S0
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RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
'esear6h methodolog5 is the mean to plan out the wor7ing pro6ess or the 6ourse
of a6tion to rea6h the ob8e6ti9e0 It is e;tremel5 6ru6ial and holds the 7e5 to the
su66ess of the sur9e50
SAMPLE AREA : BULANDSHAHAR
SAMPLING : SIMPLING RANDOM SAMPLING
SAMPLE SIE : 500
TYPE OF DATA : PRIMARY DATA
DATA COLLECTION
METHOD : INTERVIEW THROUGH UESTIONNAIRE
INTERVIEW
TECHNIUE : CONTACTED PERSONALLY
TYPE OF
UESTION : OPEN AND CLOSED ENDED
RESEARCH DESIGN: DISCRIPTIVE
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RESEARCH METHODOLOGY
The methodolog5 resear6her use in the entire resear6h and sur9e5 wor7
6an define as in this method0 'esear6her used the sur9e5 in this passion so that
there was minimum wastage of man0 material and mone5 0
RESEARCH DESIGN:
T.$< * R$
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RESEARCH APPROACH:
There are two basi6 approa6hes to resear6h0 quantitati9e and qualitati9e m5
approa6hes are both0 'esear6her 6olle6ts the quantitati9e data and the opinion of
the people bi7e performan6e of the produ6t0 dealership0 satisfa6tion le9el and there
e;pe6tation0
TYPES OF UESTIONNAIRES:
Chen resear6her start preparing questionnaires then resear6her 7eep all the brings
in this mind that guideline of his guide and time fa6tor of 6onsumers0
uestionnaires should not be 9er5 bort5 and length5 wor7ing upon the abo9e
guidelines0 The questionnaires there were -4 and target mar7et questionnaires is
-= and total questions )20
TYPE OF UESTIONS:
'esear6h used both 6losed t5pe question0 (e0g0.g the t5pe 5es or no open t5pe
(e0g0.in9iting free response and li67er s6ale question0 I used for qualitati9e in m5
questionnaires0
RESEARCH INSTRUMENT:
'esear6hs resear6h instrument is questionnaires for 6olle6ting the primar5 data0
This is 9er5 6ommon and fle;ible instrument0
SAMPLING:
Sample in mar7et* resear6her 6olle6t needed information from 9arious persons
who are asso6iated with this sub8e6t0 Chen su6h asso6iated persons are in new
number resear6h 6an get information from all of them in su6h some people among
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asso6iated persons are sele6ted and 6olle6t information from them0 These sele6ted
persons represents the whole uni9erse and are 6alled sample0
SAMPLING SIE:
The total number of these sele6ted persons is 6alled sample si>e0 the sample is the
total of persons0 whi6h are inter9iewed b5 resear6her0 In this 6ase stud5 sample
units are one hundred0 resear6her has ta7en response of one hundred persons0
COLLECTING THE DATA:
-0 rimar5 data0
)0 Se6ondar5 data0
-. rimar5 data1 Through sur9e5 resear6her obtains primar5 data dire6tl5
from the 'eader through following method0
A0 bser9ation method0
B0 Inter9iew method0
#0 uestionnaires0
A/ O+
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C/ T%&3 &$
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CHAPTER!
GRAPHICAL DATA INTERPRETATIONS
(RESULTS 8 FINDINGS)
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GRAPHICAL DATA INTERPRETATION
DISCRIPTION OF THE SAMPLE SURVEYED
NO. OF CUSTOMERS ENROLLED DURING THE
FOLLOWING TIME PERIOD FROM THE SAMPLE
SURVEY
1.5 to 2 years
35%
Less Than 6
months
34%
.5 to 1 years
13%
1 to 1.5 years
18%1.5 to 2 years
Less Than 6 months
.5 to 1 years
1 to 1.5 years
From the pie 6hart shown abo9e we 6an see that from the sample si>e of 2,, K
2/ of the 6ustomers were holding a66ount with the ban7 from less than si;
months0 -2 of the 6ustomers were holding a66ount with the ban7 from less than
a 5ear0 -= of the 6ustomers were holding a66ount with the ban7 from less than
5ear and a half 24 of the 6ustomers were holding a66ount with the ban7 from
less than ) 5ears0
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OCCUPATION
BUSINESS
31%
PRIVATE SECTOR
26%
GOVERNMENT
SERVICE
29%
STUDENT
14%
BUSINESS
PRIVATE SECTOR
GOVERNMENT SERVICE
STUDENT
Among the sample of 2,,.
1/ 51Q ;$%$ +&
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ATM5%
INTERNATIONAL
DEBIT CARD22%
BOTH2!%
TYPE OF CARD USED BY THE RESPONDENT
ATM
INTERNATIONAL DEBIT CARD
BOTH
T$%$ %$ -; -.$< * %# **$%$# +. -$ +"
1/ ATM CARD
2/ INTERNATIONAL DEBIT CARD
70Q * -$ %$
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3)
3
25
35
4
2!
2!
3
5 1 15 2 25 3 35 4 45
G"#$&$'(
S($)'#* N$+$#
G($&'$ G($#
G",+($#
A,* N$+$#
M-*/$,
OTHERS
PON
TENTIALAREAS
NO. OF RESPONDENTS
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ANALYSIS OF THE LOCATIONS
T$ -%$$
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RATING OF THE SERVICES OFFERED AT THE
ATM0S
!
142
!
24
6
!
1
12
14
16
E2CELLENT
GOOD
SATISFA
CTO
RY
BAD
VERY
BAD
NOOFRESPONDENTS
O&- * -$ 500 %$
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PROLEM FACED BY THE CUSTOMERS
"ut of the sa#ple su$veye% &'( of the $espon%ents face%
%iffe$ent p$ole#s which a$e)
Ma6hine out of order due to te6hni6al fault in the ma6hine itself or due to
delin70
eople get 's0 4,, notes* as the 's0 -,, notes are not suffi6ient in the
ma6hine0
Man5 time:s 6ash gets o9er and it ta7es a lot of time for refill0
eople ha9e to fa6e a long que at 'ailwa5 Station 6ounter
#learan6e of the 6heques deposited in the ATM:S ta7es time0
The ATM 6ounter has a poor alternate power suppl50 The %S lasts onl5
for )4.2, min after a power 6ut where as the %S of other 6ounters wor7
for 3.= hours0 In that 6ase the 6ustomers ha9e to go to other 6ounter or wait
for the ele6tri6it5 to 6ome0
34
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AWARNESS LEVEL OF TELE BANING AMONG
SAMPLE SIE
14
16
13
135
14
145
15
155
16
165
AWARE NOT AWARE
NO.OFRESPONDENTS
S-#*-)1
S-#*-)2
O&- * -$ 500 %$
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TELE BANING ACTUALLY USED AMONG AWARE
PEOPLE
DON0T USE
56%
USE
44%
USE
DON0T USE
O&- * -$ 1!0 ;%$ $4$
-0 // use the ser9i6e0)0 4
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RATING OF TELE BANING SERVICES
E2CELLENT
33%
GOOD
5%
SATISFACTORY
1%
BAD
%
VERY BAD
%
E2CELLENT
GOOD
SATISFACTORY
BAD
VERY BAD
A"3 -$ &
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T$ "&+$% * '-< $ ATM "-%'+&-$# - -$ --4 '-< '" J&4.200?
B" R# ATM 3- 1@227 '-
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CHAPTER7
LIMITATIONS
8
SUGGESTIONS
=,
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LIMITATIONS 8 SUGGESTIONS
-0 #ustomers want at least fi9e more ATM ma6hines in different main
mar7et in #it50
)0 #ustomers want that !DF# BA$ should e;pand its ATM networ7
fa6ilit5 in the neighboring towns su6h as Lu67now0
20 eople want one more 6ounter at Bran6h ffi6e so that the 6ustomer traffi6
gets di9ided into two and the rush 6an be easil5 managed0
/0 Suffi6ient -,,. notes should be 7ept in the ma6hine as the5 get o9er 9er5
fast and the 6ustomer ha9e to ta7e 4,,. notes0
40 Ban7 should minimi>e the minimum balan6e that is to be maintained b5
the 6ustomer in hisher a66ount (4,,,.0
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@0 Drin7ing water should be 7ept at the 6ounters in hot summers0
-,0 After ser9i6es pro9ided b5 the ban7 should be impro9ed0
--0 The ATM ma6hines should be 6he67ed and ser9i6ed regularl5 to a9oid
ma6hine failure0
-)0 roper Ele6tri6it5 should be pro9ided
-20 Se6urit5 guard must be a9ailable at ATM ma6hines0
=)
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RECOMMENDATIONS
=2
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RECOMMENDATIONS
-0 The usage rate should be in6reased and for that the 6ustomers should be
edu6ated to ma7e full use of their ATM0
)0 !DF# Ban7 should e;pand its ATM networ7 in the 6it5 and into the
neighboring towns0
20 The alternate power suppl5 at Ban7 'oad Bran6h should be impro9ed so that
it gi9es a good and long lasting ba67 up0
/0 The ATM ma6hines should be 6he67ed and ser9i6ed regularl5 to a9oid
ma6hine failure0
40 #ustomers should be made aware of all the dire6t ban7ing 6hannels offered b5
the ban7 and should be taught how to us them properl50 This will redu6e
6ustomer traffi6 in the ban7 and the 6ustomers will be able to use all the
ser9i6es effi6ientl5 and effe6ti9el50
osters and bro6hures should pla6ed at the Ban7 and at the ATM:s to
promote phone ban7ing and other dire6t ban7ing 6hannels0
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30 A phone at the ATM:s will also en6ourage 6ustomers to ma7e use of phone
ban7ing0
=0 ower suppl5 and se6urit5 guard should be properl5 at ATM Ma6hines0
S/W/O/T/ ANALYSIS
=4
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S/W/O/T/ ANALYSIS
STRENGTH:
-0 Ban7 offers different ATM and Debit 6ard b5 whi6h mone5 transa6tion
shopping H pur6hasing 6an be made ease at world le9el0
)0 Ban7 pro9ides globalised networ7 between all bran6hes on world le9el0
WEAKNESSES
-0 Long repa5ment period requires 6onstant follow up and monitoring0
)0 #han6es of default are more sin6e future in6ome of the borrower is not
assured0
OPPORTUNITIES:
-0 E9er5one in this so6iet5 desires to ha9e at least one owned ATM #ard during
his or her life time0
)0 Cith 6heaper interest rates and long repa5ment period demand is in6reasing
da5 b5 da50
20 This se6tor 6reates 8ob opportunities for la7h of people0
THREAT:
-0 Cith stiff 6ompetition in the ATM ban7ing se6tors* this is bound to be6ome in
ruminati9e and hen6e ma5 be6ome in loosing reposition for the ban7s0
=
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HYPOTHESIS
=3
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HYPOTHESIS
Cith the full stud5 of ATM s6heme I 6ame to a 6on6lusion that !DF#
Ban7 is more in demand be6ause of some its spe6ial features in 6omparison to
other Ban7s0
The spe6ial features are1
-0 Fast appro9al with minimum do6umentation0
)0 The ATM 6ard will be possessed H a6ti9ated within /= hours after 6ompleting
do6umentation0
20 It has 9arious attra6ti9e ATM #ard utili>ation0
/0 !DF# Ban7 operates in a highl5 automated en9ironment in terms of
information te6hnolog5 and 6ommuni6ation s5stem0
==
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CONCLUSION
=@
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CONCLUSION
To 6on6lude I ma5 sa5 that !DF# Ban7 is more profitable in ta7ing ATM
#ard be6ause !DF# Ban7s ATM s6heme is the most 6on9enient wa5 to get an5
6ard for 5our new dream0 It gi9es se9eral new ad9antages to the 6ustomer li7e it
offers )/ hour automatised ban7ing ser9i6es with 2@ hone ban7ing number
a9ailable0 It also offers $et ban7ing a6ross the 6ountr5 all 5ear around0 An5
shopping is 9er5 eas5 in o9er -/, 6ountries0
There are also spe6ial benefits for !DF# Ban7 ATM #ard holders the5
6an possess different loans within /= hours after 6ompleting the do6uments0
@,
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BIBLIOGRAPHY
@-
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BIBLIOGRAPHY
M3'"$< 8 P$%'#'4>>>>>>>>>>>>>>>
@4
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!/ HOW DO YOU FIND THE SERVICES OF HDFC ATM DEBIT
CARD
ECELLENT
GOOD
SATISFACTORY
BAD
VERY BAD
7/ HAVE YOU EVER FACED ANY PROBLEM WHILE USING ANY
OF HDFC B" ATM
YES NO
?/ IF YES, PLEASE SPECIFY THE
PROBLEM>>>>>>>>>>>>>//
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
/
6/ ARE YOU AWARE OF THE PHONE BANKING
YES NO
IF YES, DO YOU USE IT
YES NO
@/ HOW DO YOU FIND THE PHONE BANING SERVICE OF HDFC
ECELLENT
GOOD
SATISFACTORY
BAD
@
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VERY BAD
9/ ANY SUGGESTION
A >>>>>>>>>>>>>
B>>>>>>>>>>>>>// C>>>>>>>>>>>>>//
D>>>>>>>>>>>>>//