HDFC BANK_2

8/12/2019 HDFC BANK_2

1/105

A

Project Study Report

On

HDFC BANK

TITLED

CUSTOMER PREFERENCE FOR OPENING SAVING

ACCOUNT WITH HDFC BANK

Subm tted n jmer In!ttute o" Tec#no $o%yPu!#&'r B'y p'!! jmer (r'j)*

Submtted to + Submtted by+,!) &'n!#' ,'t#ur K#u!#'$Kum'-'t,B F'cu$ty ("n'nce* ,B .t#Sem

IT IT /,ER

0112+0131

8/12/2019 HDFC BANK_2

2/105

PREFACE

Housing is a commitment to the community, a commitment to the economic

growth, Home ownership demands an increase in personal financial commitment, and is

in return a collective commitment to personal financial security. Expiring home

ownership will strengthen out nation's communities. And prepare out nation to embrace

the rich possibilities of 21st centuries by strengthening our economy and expanding its

middle class. H!" plays and important role in this.

H!" offers loans for homes for buying or constructing home or event to extend

or improve the existing home. And H!" will also finance purchase of land, from

approved agencies to help in constructing home of customer's choice. A customer could

ac#uire a self$contained flat in an existing or proposed co$operative society, in an

apartments owner association or even an independent single family or multi$family

bungalow or row house.

8/12/2019 HDFC BANK_2

3/105

ACKNOWLEDGEMENT

% express my sincere than&s to my proect guide, MS. AKANSHA MATHUR, MBA

FACULTY AIT ALMER, for guiding me right from the inception till the successful

completion of the proect. % sincerely ac&nowledge him for extending their valuable

guidance, support for literature, critical reviews of proect and above all the moral

support he had provided to me with all stages of this proect.

% would also li&e to than&s (o )*+!!..-.A* /0A E)A*(0E( A%( A0E*3 for

their help and cooperation throughout our proect.

% am than&ful to r. Sudhindhe Sin!h Ch"uh#n $He#d "% MBA De'(en') AIT

A*MER who had guided me through my proect wor& and time to time their valuable

information on the proect which is important throughout the proect.

/4ignature of 4tudent3

KHUSHAL KUMAWAT

8/12/2019 HDFC BANK_2

4/105

TABLE OF CONTENT

Sr. no CONTENT Page No.

1. Introduction to the Industry 7

2 Introduction to the Organization 233 Research Methodology: 66

1) Title of the Study

66

2) Duration of the Project 66 )O!jecti"e of Study 66

#)Ty$e of Research 67

%)SampleSize and &ethod of selecting sa&$le 69 6) Sco$e of Study 74

') (i&itation of Study 75

4. acts and indings 77

5. *nalysis and Inter$retation 80

6. S+OT 91

7. ,onclusion 95

8. Reco&&endation and Suggestions 97

9. *$$endi- 100

10. .i!liogra$hy 105

INTRODUCTION

8/12/2019 HDFC BANK_2

5/105

Gene#+ In'"du,'i"n-

(he proect was carried out for understanding the customer preference 5

attributes towards saving Account of H!" an& and its mar&et potential.H!"

an&was established in the year 1667, they are old player in ban&ing sector, (he

ban& has two principle client segments 8customer and asset management. (he

ban& follows values such as 8 %ntegrity, teamwor&, respect, professionalism, 5

0ission. (he segment of ban& we are considering here is$ "orporate ban&ing.

(he product out of which have chosen for research is 4aving Accounts. (his

research helps us in finding out the customers view regarding the product and

4ervices offered by the H!" ban& and awareness by promotion and also

identifying the mar&et potential of the product offered by the H!" ban&.

/.0 Indu1'2 P"%i+e-

#.) Oi!in #nd de3e+"&(en' "% 'he indu1'2-

an&ing in %ndia originated in the first decade of 19th century. (he first ban&s were (he

eneral an& of %ndia, which started in 1:9;, and an& of Hindustan, both of which are

now defunct. (he oldest ban& in existence in %ndia is the 4tate an& of %ndia, which

originated in the to form the %mperial an& of %ndia, which, upon

%ndia's independence, became the 4tate an& of %ndia. !or many years the )residency

ban&s acted as #uasi$central ban&s, as did their successors. (he *eserve an& of %ndia

formally too& on the responsibility of regulating the %ndian ban&ing sector from 16?>.
http://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Calcuttahttp://en.wikipedia.org/wiki/Bank_of_Bombayhttp://en.wikipedia.org/wiki/Bank_of_Madrashttp://en.wikipedia.org/wiki/Bank_of_Madrashttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/Imperial_Bank_of_Indiahttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Reserve_Bank_of_Indiahttp://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Calcuttahttp://en.wikipedia.org/wiki/Bank_of_Bombayhttp://en.wikipedia.org/wiki/Bank_of_Madrashttp://en.wikipedia.org/wiki/Bank_of_Madrashttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/Imperial_Bank_of_Indiahttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Reserve_Bank_of_India

8/12/2019 HDFC BANK_2

6/105

After %ndia's independence in 167:, the *eserve an& was nationali@ed and given

broader powers.

A couple of decades later, foreign ban&s such as "redit yonnaisstarted their "alcutta

operations in the 19>=s. At that point of time, "alcutta was the most active trading port,

mainly due to the trade of the ritish Empire,and due to which ban&ing activity too&

roots there and prospered.

!irst of all we must note the fact that these institutions have changed very much in

character since their origin, and conse#uently nowadays perform many functions

un&nown to those of former times. (he first ban&s seem to have arisen in connection

with the business of exchanging money. %n ancient times and especially in the 0iddle

Ages the varieties of coins were greater even than at the present day, and they were

much less perfectly and honestly minted. 4pecialists were, therefore, re#uired to

determine their exact value and e#uivalence and to exchange coins of one mintage for

those of another, and their A- were in great demand at fairs and other places where

merchants of different nations met forpurposesof trade. %nasmuch as they &ept their

boxes or chests of coins on benches or

8/12/2019 HDFC BANK_2

7/105

an& of Amsterdam was the most important and may be regarded as typical of these

early institutions.

!rom the earliest times also, ban&ers have been the chief agents through which foreign

exchanges have been conducted. As dealers in coin and bullion they had international

connections and a &nowledge of international affairs not possessed by other merchants,

and were, therefore, in a position to underta&e the settlement of international accounts

by means of orders drawn on ban&ers in other countries or other cities with whom they

had regular business transactions. As &eepers of other people's money they also

promoted saving, and ban&s thus became in time the chief savings institutions of the

country.

4. G"5'h #nd &e1en' 1'#'u1 "% 'he indu1'2-$

"urrently /2==63, ban&ing in %ndia is generally fairly mature in terms of supply, product

range and reach$even though reach in rural %ndia still remains a challenge for the

private sector and foreign ban&s. %n terms of #uality of assets and capital ade#uacy,

%ndian ban&s are considered to have clean, strong and transparent balance sheets

relative to other ban&s in comparable economies in its region. (he *eserve an& of

%ndia is an autonomous body, with minimal pressure from the government. (he stated

policy of the an& on the %ndian *upee is to manage volatility but without any fixed

exchange rate$and this has mostly been true.

Bith the growth in the %ndian economy expected to be strong for #uite some time$

especially in its services sector$the demand for ban&ing services, especially retail
http://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Retail_banking

8/12/2019 HDFC BANK_2

8/105

ban&ing, mortgages and investment services are expected to be strong. +ne may also

expect 05As, ta&eovers, and asset sales.

%n 0arch 2==;, the *eserve an& of %ndia allowed Barburg )incus to increase its sta&e

in -ota& 0ahindra an& /a private sector ban&3 to 1=C. (his is the first time an investor

has been allowed to hold more than >C in a private sector ban& since the *%

announced norms in 2==> that any sta&e exceeding >C in the private sector ban&s

would need to be vetted by them.

"urrently, %ndia has 99 scheduled commercial ban&s /4"s3 $ 2: public sector ban&s

/that is with the overnment of %ndiaholding a sta&e3after merger of ew an& of %ndia

in )unab ational an& in 166?, 26 private ban&s /these do not have government

sta&eD they may be publicly listed and traded on stoc& exchanges3 and ?1 foreign

ban&s. (hey have a combined networ& of over >?,=== branches and 1:,=== A(0s.

According to a report by %"*A imited, a rating agency, the public sector ban&s hold

over :> percent of total assets of the ban&ing industry, with the private and foreign

ban&s holding 19.2C and ;.>C respectively

%ntroduction of many more products and facilities in the ban&ing sector in its reforms

measure. %n 1661, under the chairmanship of 0 arasimham, a committee was set up

by his name which wor&ed for the liberali@ation of ban&ing practices.

(he country is flooded with foreign ban&s and their A(0 stations. Efforts are being put

to give a satisfactory service to customers. )hone ban&ing and net ban&ing is
http://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Automated_teller_machinehttp://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Automated_teller_machine

8/12/2019 HDFC BANK_2

9/105

introduced. (he entire system became more convenient and swift. (ime is given more

importance than money.

%n 166>, the roo&ings %nstitution published a paper entitled (he (ransformation of the

F.4. an&ing %ndustryG Bhat a ong, 4trange (rip %ts een.I Fsing a breathta&ing

array of facts and figures, the paper described in great detail the dramatic changes that

had occurred in the F.4. commercial ban&ing industry over the 1> years from 16:6 to

1667. (he ban&ing industry was transformed during that period, according to the paper

/p. 12:3, by the massive reduction in the number of ban&ing organi@ationsD the

significant increase in the number of failuresD the dramatic rise in off$balance sheet

activitiesD the maor expansion in lending to F.4. corporations by foreign ban&sD the

widespread adoption of A(0sD . . . and the opening up of interstate ban&ing mar&ets.I

(he paper went on to explain that most of these maor changes in ban&ing could be

traced to two developmentsG /13 the extraordinary number of maor regulatory changes

during the period, from deposit deregulation in the early 169=s to the relaxation of

branching restrictions later in the decadeD and /23 clearly identifiable innovations in

technology and applied finance, including improvements in information processing and

telecommunication technologies, the securiti@ation and sale of ban& loans, and the

development of derivatives mar&ets. +ther research would later confirm the papers

assessments and its explanation of the course of events in the ban&ing industry over

the period 169682==7.

F.4. ban&ing industry indeed underwent an almost unprecedented transformationJone

mar&ed by a substantial decline in the number of commercial ban&s and savings

8/12/2019 HDFC BANK_2

10/105

institutions and by a growing concentration of industry assets among a few do@en

extremely large financial institutions.

,. Fu'ue "% 'he indu1'2-

(he burden of reporting and other regulatory re#uirements will fall heavily and

disproportionately on small ban&s unless remedial action is ta&en. !urther advances in

information technology will permit the development of new products, A-, and ris&$

management techni#ues but may also pose important competitive and supervisory

issues. onban& entities will continue to

offer ban&$li&e products in competition with ban&s, raising anew the #uestion of whether

ban&s are still specialI and, more fundamentally ,whether ban&s are sufficiently

different from nonblan& firms to ustify the maintenance of a safety

net for ban&s. %t is useful, therefore, to try to chart the course of the ban&ing industry in

the next five to ten years and to consider what policy issues the industry and regulators

will face. (he authors of this study do not pretend to be clairvoyant. (hey are mindful of

the many financial predictions that were

once offered with confidence but turned out to be wrong or premature. (his study is

perhaps best described as an exercise in strategic thin&ing. %ts approach is to analy@e

what has happened in the recent past, consider in detail reasons for expecting recent

trends to continue or to change, and draw the conse#uences for ban& and regulatory

policies. As always, uncertainties abound, and

8/12/2019 HDFC BANK_2

11/105

events that may now appear fairly improbable may in fact shape the future. (his paper

closeswith a discussion of a number of such possible events. (he future$of$ban&ing

study addresses three broad #uestionsG

1. Bhat changes in the environment facing ban&ing can be expected in the next five to

ten yearsK

2. Bhat are the prospects for different sectors of the ban&ing industry in this anticipated

environmentK ecause the ban&ing industry is not monolithic and different segments of

the industry have, to some degree, different opportunities and vulnerabilities, the study

considers separately the prospects for large, complex ban&ing organi@ationsD regional

and other midsi@e ban&sD community ban&sD and limited$purpose ban&s.

?. Bhat policy issues are the industry and regulators li&ely to face in the years aheadK

4eparate consideration is given to

LEARNING FROM THE STUDY

1. (he process of recruitment for sales executives of H!" ban&.

2. ifference product and services provided by the ban&.

?. "ustomers perception about the different product.

7. (he brands images of the ban&.

>. Bhat are the problems faced by these sales executive daily basis.

;. How to communicate with the customers.

:. ifference techni#ues of dealing with the customers.

9. How to convince and convert a customer into real customers.

8/12/2019 HDFC BANK_2

12/105

COMPANY HISTORY

0./ FORMATION OF THE COMPANY

(he Housing evelopment !inance "orporation imited /H!"3 was amongst the first

to receives an in principleI approval from the *eserve an& of %ndia /*%3 to set up a

ban& in the private sectorD as part of the *%s the liberali@ation of the %ndian an&ing

%ndustry in 1667, the ban& was in corporate in August 1667 in the ame of H!"

A- %0%(EI scheduled commercial ban& in anuary 166>.

P"("'e

H!" is %ndia's premier housing finance company and enoys an impeccable

trac& record in %ndia as well as in international mar&ets. 4ince its inception in 16::, the

"orporation has maintained a consistent and healthy growth in its operations to remain

a mar&et leader in mortgages. %ts outstanding loan portfolio covers well over a million

dwelling units. H!" has developed significant expertise in retail mortgage loans to

different mar&et segments and also has a large corporate client base for its housing

related credit facilities. Bith its experience in the financial mar&ets, a strong mar&et

reputation, large shareholder base and uni#ue consumer franchise, H!" was ideally

positioned to promote a ban& in the %ndian environment.

Bu1ine11 F",u1

H!" an&'s mission is to be a Borld$"lass %ndian an&. (he an&'s aim is to

build sound customer franchises across distinct businesses so as to be the preferred

provider of ban&ing services in the segments that the ban& operates in and to achieve

healthy growth in profitability, consistent with the ban&'s ris& appetite. (he ban& is

committed to maintain the highest level of ethical standards, professional integrity and

8/12/2019 HDFC BANK_2

13/105

regulatory compliance. H!" an&'s business philosophy is based on four core valuesG

+perational Excellence, "ustomer !ocus, )roduct eadership and )eople.

C#&i'#+ S'u,'ue

(he authori@ed capital of H!" an& is *s.7>=crore /*s.7> billion3. (he paid$up

capital is *s.292crore /*s.29.2 billion3. (he H!" roup holds 27.2C of the ban&'s

e#uity while about 1?.1C of the e#uity is held by the depository in respect of the ban&'s

issue of American epository 4hares /A4LA* %ssue3. (he %ndian )rivate E#uity

!und, 0auritius /%)E!3 and %n ocean !inancial Holdings td., 0auritius /%!H3 /both

funds advised by ) 0organ )artners, formerly "hase "apital )artners3 together hold

about >.>C of the ban&'s e#uity. *oughly 2:.>C of the e#uity is held by !%%s,

*%sL+"s while the balance is widely held by about 217,=== shareholders. (he

shares are listed on (he 4toc& Exchange, 0umbai and the ational 4toc& Exchange.

(he ban&'s American epository 4hares are listed on the ew Mor& 4toc& Exchange

/M4E3 under the symbol HI.

Ti(e1 B#n6 A(#+!#(#'i"n

%n a milestone transaction in the %ndian ban&ing industry, (imes an& imited

/another new private sector ban& promoted by ennett, "oleman 5 "o.L(imes roup3

was merged with H!" an& td., effective !ebruary 2;, 2===. As per the scheme of

amalgamation approved by the shareholders of both ban&s and the *eserve an& of

%ndia, shareholders of (imes an& received 1 share of H!" an& for every >.:>

shares of (imes an&. (he amalgamation added significant value to H!" an& in

terms of increased branch networ&, expanded geographic reach, enhanced customerbase, s&illed manpower and the opportunity to cross$sell and leverage alternative

delivery channels.

8/12/2019 HDFC BANK_2

14/105

Di1'i4u'i"n Ne'5"6

H!" an& is head#uartered in 0umbai. (he an& at present has an enviable networ&of over ?2> branches spread over 1;; cities across the country. All branches are lin&ed

on an online real$time basis. "ustomers in 6= locations are also serviced through )hone

an&ing. (he an&'s expansion plans ta&e into account the need to have a presence in

all maor industrial and commercial centers where its corporate customers are located

as well as the need to build a strong retail customer base for both deposits and loan

products. eing a clearingLsettlement ban& to various leading stoc& exchanges,

(he an& also has a networ& of over 6== networ&ed A(0s across these cities.

0oreover, H!" an&'s A(0 networ& can be accessed by all domestic and

international NisaL0aster"ard, Nisa ElectronL0aestro, )lusL"irrus and American

Express "reditL"harge cardholders.

M#n#!e(en'

0r. agdish "apoor too& over as the ban&'s "hairman in uly 2==1. )rior to this,0r. "apoor was a eputy overnor of the *eserve an& of %ndia.

(he 0anaging irector, 0r. Aditya )uri, has been a professional ban&er for over

2> years and before oining H!" an& in 1667 was heading "itiban&'s operations in

0alaysia.

(he an&'s oard of irectors is composed of eminent individuals with a wealthof experience in public policy, administration, industry and commercial ban&ing. 4enior

executives representing H!" are also on the oard.

4enior ban&ing professionals with substantial experience in %ndia and abroad

head various businesses and functions and report to the 0anaging irector. iven the

8/12/2019 HDFC BANK_2

15/105

professional expertise of the management team and the overall focus on recruiting and

retaining the best talent in the industry, the ban& believes that its people are a

significant competitive strength.

Te,hn"+"!2

H!" an& operates in a highly automated environment in terms of information

technology and communication systems. (he entire ban&'s branches have connectivity

which enables the ban& to offer speedy funds transfer facilities to its customers. 0ulti$

branch access is also provided to retail customers through the branch networ& and

Automated (eller 0achines /A(0s3.

(he an& has made substantial efforts and investments in ac#uiring the best

technology available internationally to build the infrastructure for a world$class ban&. %n

terms of software, the "orporate an&ing business is supported by !lex cube, while the

*etail an&ing business by !in ware, both from i$flex 4olutions td. (he systems are

open, scaleable and web$enabled.

(he an& has priorities its engagement in technology and the internet as one of

its &ey goals and has already made significant progress in web$enabling its corebusinesses. %n each of its businesses, the an& has succeeded in leveraging its mar&et

position, expertise and technology to create a competitive advantage and build mar&et

share.

Bu1ine11 P"%i+e

H!" an& caters to a wide range of ban&ing services covering commercial and

investment ban&ing on the wholesale side and transactional L branch ban&ing on theretail side. (he ban& has three &ey business areas G$

8/12/2019 HDFC BANK_2

16/105

#) Wh"+e1#+e B#n6in! Se3i,e1

(he an&'s target mar&et is primarily large, blue$chip manufacturing companies

in the %ndian corporate sector and to a lesser extent, emerging mid$si@ed corporate. !or

these corporate, the an& provides a wide range of commercial and transactional

ban&ing services, including wor&ing capital finance, trade services, transactional

services, cash management, etc. (he ban& is also a leading provider of structured

solutions which combine cash management services with vendor and distributor finance

for facilitating superior supply chain management for its corporate customers. ased on

its superior product delivery L service levels and strong customer orientation, the an&

has made significant inroads into the ban&ing consortia of a number of leading %ndiancorporate including multinationals, companies from the domestic business houses and

prime )ublic 4ector companies. %t is recogni@ed as a leading provider of cash

management and transactional ban&ing solutions to corporate customers, mutual funds,

stoc& exchange members and ban&s.

/ 4) Re'#i+ B#n6in! Se3i,e1

(he obective of the *etail an& is to provide its target mar&et customers a fullrange of financial products and ban&ing services, giving the customer a one$stop

window for all hisLher ban&ing re#uirements. (he products are bac&ed by world$class

service and delivered to the customers through the growing branch networ&, as well as

through alternative delivery channels li&e A(0s, )hone an&ing, et an&ing and

0obile an&ing.

(he H!" an& preferred program for high net worth individuals, the H!"

an& )lus and the %nvestment Advisory 4ervices programs have been designed

&eeping in mind needs of customers who see& distinct financial solutions, information

and advice on various investment avenues. (he an& also has a wide array of retail

loan products including Auto oans, oans against mar&etable securities, )ersonal

oans and oans for (wo$wheelers. %t is also a leading provider of epository 4ervices

8/12/2019 HDFC BANK_2

17/105

to retail customers, offering customers the facility to hold their investments in electronic

form.

H!" an& was the first ban& in %ndia to launch an %nternational ebit "ard in

association with N%4A /N%4A Electron3 and issues the 0aster"ard 0aestro debit card as

well. (he debit card allows the user to directly debit his account at the point of purchase

at a merchant establishment, in %ndia and overseas. (he an& launched its credit card

in association with N%4A in ovember 2==1. (he an& is also one of the leading players

in the ,=== )oint$of$4ale /)+43 terminals for

debit L credit cards acceptance at merchant establishments. (he an& is well positioned

as a leader in various net$based 2" opportunities including a wide range of internet

ban&ing services for !ixed eposits, oans, ill )ayments etc.

,) Te#1u2 O&e#'i"n1

Bithin this business, the ban& has three main product areas $ !oreign Exchange

and erivatives, ocal "urrency 0oney 0ar&et 5 ebt 4ecurities, and E#uities. Bith

the liberali@ation of the financial mar&ets in %ndia, corporate need more sophisticatedris& management information, advice and product structures. (hese and fine pricing on

various treasury products are provided through the ban&'s (reasury team. (o comply

with statutory reserve re#uirements, the ban& is re#uired to hold 2>C of its deposits in

government securities. (he (reasury business is responsible for managing the returns

and mar&et ris& on this investment portfolio.

R#'in!

H!" an& has its deposit programmers rated by two rating agencies $ "redit

Analysis 5 *esearch imited /"A*E3 and !itch *atings %ndia )vt. td. (he an&'s !ixed

eposit programmed has been rated '"A*E AAA /!3' O(riple AP by "A*E, which

represents instruments considered to be

8/12/2019 HDFC BANK_2

18/105

programmed

8/12/2019 HDFC BANK_2

19/105

4weep$%n AccountGA fixed deposit lin&ed to your 4avings Account. 4o, even if

your 4avings Account runs a bit short, you can issue a che#ue /or use your A(0 "ard3.

(he money is automatically swept in from your fixed deposit into your 4avings Account.

4uper 4aver AccountGives you an overdraft facility up to :>C of your !ixed

eposit. %n an emergency, you can access your funds while your !ixed eposit

continues to earn high interest.

H!" an& )lusGApart from *egular and )remium "urrent accounts we also

have H!" an& )lus, a "urrent Account and then some more. Mou can transfer up to

*s.>=la&h per month at no extra charge, between the four metros. Mou can also avail of

che#ue clearing between the four metros, get cash deliveryLpic&up up to *s.2>,===L$,

home delivery of emand rafts, at$par che#ues, outstation che#ue clearance facility,

etc.

emat AccountG "onduct hassle$free transactions on your shares. Mou can alsoaccess your emat Account on the %nternet.

Inn"3#'i3e 1e3i,e1 %" 2"u ,"n3enien,e...

)hone an&ingG27$hour automated ban&ing services with ?6 )hone an&ing

numbers available.

A(027$hour ban&ingG Apart from routine transactions, you can also pay your

utility bills and transfer funds, at any of our A(0s across the country all year round.

%nter$cityL%nter$branch an&ingG Access your account from any of our ?2>

branches in 1;; cities.

et an&ingGAccess your ban& account from anywhere in the world, at anytime,

at your own convenience. Mou can also view your emat Account through et an&ing.
http://www.hdfcbank.com/RI/RI-PB-FD-sweep-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-sweep-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-super-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-cur-plus-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-PHB-intro.htmhttp://www.hdfcbank.com/Ri/RI-EAGE-ATM-intro.htmhttp://www.hdfcbank.com/RI/RI-branch1.htmhttp://www.hdfcbank.com/ri/RI-EAGE-NETBK-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-sweep-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-super-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-cur-plus-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-PHB-intro.htmhttp://www.hdfcbank.com/Ri/RI-EAGE-ATM-intro.htmhttp://www.hdfcbank.com/RI/RI-branch1.htmhttp://www.hdfcbank.com/ri/RI-EAGE-NETBK-intro.htm

8/12/2019 HDFC BANK_2

20/105

%nternational ebit "ardGAn A(0 card you can shop with all over the country and

in over 17= countries with. Mou can spend in any currency, and pay in *upees.

0obile an&ingGAccess your account on your mobile phone screen at no airtime

cost. Fse 404 technology to conduct your ban&ing transactions from your cell phone.

ill )ayG )ay your telephone, electricity and mobile phone bills through our

A(0s, %nternet, phone or mobile phone. o more standing in long #ueues or writing

che#ues.

L"#n1 %" e3e2 need

ow, our loans come to you in easy$to$pay monthly installments, and areavailable with easy documentation and #uic& delivery.

)ersonal oansG (a&e a loan of up to *s.?la&h for a wedding, education,

purchase of a computer or an exciting holiday.

ew "ar oans andFsed "ar oansG!inance up to 6=C of the cost of a car,

new or usedR And the loans come to you with easy documentation and speedy

processing at attractive interest rates.

oans Against 4haresGet an overdraft up to *s.1=la&h at an attractive interestrate against physical shares, up to >=C of the mar&et value of your shares. %n case ofemat 4hares, you can get a oans Against 4hares of up to ;>C of the mar&et value ofyour shares, till *s.2=la&h.

(wo Bheeler 5 "onsumer oansG(o help you buy the best durables for yourhome.

emat AccountG)rotect your shares from damage, loss and theft, by maintaining

your shares in electronic form. Mou can also access your demat account on the internet.

"urrent AccountGet a personali@ed che#ue boo&, monthly account statements,

inter$branch ban&ing and much more.
http://www.hdfcbank.com/RI/RI-EAGE-INT-DEBIT-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-MobileBanking-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-BP-intro.htmhttp://www.hdfcbank.com/ri/RI-loan-personal-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-newcar-intro.htmhttp://www.hdfcbank.com/ri/RI-LOAN-USED-CAR-intro.htmhttp://www.hdfcbank.com/RI/RI-LOAN-LAS-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-consumer-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-cur-reg-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-INT-DEBIT-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-MobileBanking-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-BP-intro.htmhttp://www.hdfcbank.com/ri/RI-loan-personal-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-newcar-intro.htmhttp://www.hdfcbank.com/ri/RI-LOAN-USED-CAR-intro.htmhttp://www.hdfcbank.com/RI/RI-LOAN-LAS-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-consumer-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-cur-reg-intro.htm

8/12/2019 HDFC BANK_2

21/105

0utual !undsGApart from a wide choice of mutual funds to suit your individual

needs, you benefit from expert advice on choosing the right funds based on in$depth

mar&et analysis.

%nternational "redit "ardGet an option of 4ilver, old, or Health )lus "redit

card, accepted worldwide from a world$class ban&. %f you have outstanding balance on

your other credit card, you can transfer that balance to this card at a lower interest rate.

*% 4ervicesG A comprehensive range, bac&ed by unmatched features and

world$class service, ensures *%s all the ban&ing support they need.

!orex !acilitiesG Avail of foreign currency, travelers che#ues, and foreign

exchange demand drafts, to meet your travel needs

%nsuranceSGH!" an& now brings you ife %nsurance and )ension 4olutions

li&e *is& "over 4cheme, 4avings 4cheme, "hildrens )lan and )ersonal )lan from

H!" 4tandard ife %nsurance "o. td.

% have wor&ed on the following proect proposed by the H!" an& td.G

PRODUCT SCOPE

H!" an& offers a bunch of products and services to meet the every need of

the people. (he company cares for, individual as well as corporate and small and

medium enterprise.

!or individuals, the company has a range accounts, investment and pension

scheme, different types of loans and cards that assist the customers. (he customers

can choose the suitable one from a range of products which will suit their life$stage and

needs.

!or +rgani@ations the company has a host of customi@ed solution that ranges

form funded services, non$funded services, value addition services, mutual funds etc.
http://www.hdfcfund.com/http://www.hdfcbank.com/creditcard/cc_home.asphttp://www.hdfcbank.com/nri/nri-home.htmhttp://www.hdfcbank.com/nri/nri-vas-forex.htmhttp://www.hdfcinsurance.com/http://www.hdfcfund.com/http://www.hdfcbank.com/creditcard/cc_home.asphttp://www.hdfcbank.com/nri/nri-home.htmhttp://www.hdfcbank.com/nri/nri-vas-forex.htmhttp://www.hdfcinsurance.com/

8/12/2019 HDFC BANK_2

22/105

(hese affordable plans apart from providing long term value to the employees help in

enchaning goodwill of the company.

(he product of the company is categori@ed into various sections which are as

followsG$

a. Accounts and eposits

b. oans

c. %nvestments and %nsurance

d. !orex and payment 4ervices

e. "ards

f. "ustomer "enter

PRODUCTS AND SERVICES AT A GLANCE

/. PERSONAL BANKING

A. ACCOUNTS 9 DEPOSITS-

$ *egular 4avings Account

$ 4avings )lus Account

$ 4avings 0ax Account

$ 4enior "iti@ens Account

$ o !rills Account

$ %nstitutional 4aving Account

$ )ayroll 4alary Account

$ "lassic 4alary Account

$ *egular 4alary Account

$ )remium 4alary Account

$ efence 4alary Account

$ -ids Advantage Account

$ )ension 4aving an& Account

8/12/2019 HDFC BANK_2

23/105

$ !amily 4avings Account

$ -isan "lub 4aving Account

$ )lus "urrent Account

$ (rade "urrent Account

$ )remium "urrent Account

$ *egular "urrent Account

$ Apex "urrent Account

$ 0ax "urrent Account

$ *eimbursement "urrent Account

$ *!"$ omestics Account

$ *egular !ixed eposits

$ 4uper 4aver Accounts

$ 4weep 8 in Accounts

$ H!" an& )referred

$ )rivate an&ing

B. LOANS

$ )ersonal oans

$ Home oans

$ (wo Bheeler oans$ ew "ar oans

$ Fsed "ar oans

$ +verdraft against "ar

$ Express oans

$ oan against securities

$ oan against property

$ "ommercial Nehicle !inance

$ Bor&ing "apital !inance

$ "onstruction e#uipment !inance

$ +ffers eals

$ "ustomer "enter

8/12/2019 HDFC BANK_2

24/105

C. INVESTMENTS 9 INSURANCE

$ 0utual oans

$ %nsurance

$ ond

$ !inancial )lanning

$ -nowledge "entre

$ E#uities 5 erivatives

$ 0udra old ar

D. FORE: SERVICES

$ (rade !inance

$ (ravelers "he#ues

$ !oreign "urrency "ash

$ !oreign "urrency rafts

$ !oreign "urrency "he#ues deposits

$ !oreign "urrency *emittance

$ "ash to 0aster

$ !orex )lus "ard

E. PAYMENT SERVICES

$ et 4afe

$ )repaid *efill

$ ill )ay

$ irect )ay

$ Nisa 0oney (ransfer

$ E$ monies Electronic !unds (ransfer

$ Excise 5 4ervice (ax payment

F. A,,e11 Y"u B#n6

$ +ne Niew

$ %nsta Alerts

$ 0obile an&ing

$ A(0

8/12/2019 HDFC BANK_2

25/105

$ )hone an&ing

$ ranch an&ing

G. CARDS

$ 4ilver "redit "ards

$ old "redit "ards

$ Bomans old "redit "ards

$ )latinum plus "redit "ards

$ (itanium "redit "ards

$ Nalue plus credit "ards

$ Health plus credit cards

$ H!" an& %dea 4ilver "ards

$ H!" an& %dea old "ards

$ "omplex "ards

$ (ransfer 5 4afe

$ (rac& your credit cards

H. GET MORE FROM YOUR CARDS

$ +ffer 5 4aving

$ 0y *ewards

$ %nsta Bonder@$ Add$on "ards

$ "redit "ard Fsage uide

$ Easy E0%

$ et 4afe

$ 4mart )ay

$ 4ecure )lus

$ 0y "ity enefit "ards

$ ebit "ard

$ Easy 4hop %nternational ebit "ard

$ Easy 4hop old ebit "ard

$ Easy 4hop %nternational usiness ebit "ard

$ Easy 4hop Bomans Advantage ebit "ard

8/12/2019 HDFC BANK_2

26/105

$ )repaid "ards

$ !orex plus "ards

$ -isan "ard

I. CUSTOMER CENTRE

$ +ffers 5 eals

$ Binners of "ontests 5 )romotions

. Wh"+e1#+e B#n6in!

A. CORPORATE

$ !und 4ervices

$ on !unded 4ervices$ Nalue Added 4ervices

$ %nternet an&ing

B. SMALL 9 MEDIUM ENTERPRISE

$ !und 4ervices

$ on !unded 4ervices

$ 4peciali@ed 4ervices

$ %nternet an&ing

C. FINANCIAL INSTITUTIONS 9 TRUSTS

$ an&

$ !inancial %nstitutionals

$ 0utual !unds

$ 4toc& ro&er

8/12/2019 HDFC BANK_2

27/105

CHAPTER0

PROFILE OF THE ORGANISATION

0./ Oi!in "% 'he O!#ni;#'i"n-

Housing evelopment !inance "orporation imited, more popularly &nown as H!"

an& td, was established in the year 1667,

as a part of the liberali@ation of the %ndian an&ing %ndustry by

*eserve an& of %ndia /*%3. %t was one of the first ban&s to receive an 'in principle'

approval from *%,

for setting up a ban& in the private sector. (he ban& was incorporated with the name

'H!" an& imited', with its registered office in 0umbai. (he following year, it started

its operations as a 4cheduled "ommercial an&.

H!" an& imited. (he roup's principal activities are to provide ban&ing and other

financial A-. (he roup operates through four segmentsG (reasury, *etail an&ing,

Bholesale an&ing and +ther an&ing usiness. (he (reasury A- segment

consists of net interest earnings on investments portfolio of the ban& and gains or

losses on investment operations. (he *etail an&ing segment serves retail customers

through a branch networ& and other delivery channels. (his segment raises deposits

from customers and ma&es loans and provides advisory A- to customers. (he

Bholesale an&ing segment provides loans and transaction A- to corporate and

institutional customers. (he +ther an&ing +perations segment provides A- relating

to credit cards, debit cards, third party product distribution and primary dealership

8/12/2019 HDFC BANK_2

28/105

business and other associated costs. (he an& was %ncorporated on ?=th August 1667.

A new private sector an& promoted by housing evelopment "orporation td. /H!"3,

a premier housing finance company. (he ban& is the first of its &ind to receive

an in$principle approval from the *% for establishment of a ban& in the private sector.

"ertificate of "ommencement of usiness wasreceived on 1=th +ctober 1667 from *%.

(he an& transacts both traditional commercial ban&ing as well as investment ban&ing.

H!", the promoter of the ban& has entered into an

agreement with ational Bestminister an& )c. and its subsidiaries /at west roup3

for subscribing 2=C of the ban&s issued capital and providing technical assistance in

relation to the ban&s proposed ban&ing business.

0.0 G"5'h #nd De3e+"&(en' "% 'he O!#ni;#'i"n-$

/.166>. >==,==,=== shares were allotted to the public on 6.>.6> (he an&

opened its first branch in *amon House at "hurchgate, 0umbai on anuary 1;th.

(he an& has created an efficient operating system using well tested state$of$the$art

software.

8/12/2019 HDFC BANK_2

29/105

/==,==,=== e#uity shares were

allotted to H!" promoters. >=6,2=,=== shares were allotted to H!" Employees

Belfare (rust and H!" an& Employees Belfare (rust on 22nd ecember,

/

8/12/2019 HDFC BANK_2

30/105

an&, H!" an& and harat )etroleum "orporation have oined the e"ash !orum

which has been set up by the 4mart "ard !orum of %ndia. H!" an& has launched a

new campaign for its eage savings account. H!" an& entered into a strategic tie$up

with (ally 4olutions )vt. td. to offer online real time accounting A- to small and

0edium enterprises.(he an& has opened four A(0s outlets in aipur at "oles *oad,

*( agar, *aai agar and aya agar on 0arch 2;. HDFC Standard Life

Insurancehas launched a Tevelopment %nsurance )lan' a low cost life insurance

product developed specifically to meet the needs of economically wea&er sections. (wo

irectors, 0r. 4.4. (ha&ur and 0r. Amit udge, have resigned from the board of the

ban& effective from 0arch ?=. H!" an& files with F4 regulators to list more than 11

million American epositary 4hares on the New York Stock Exchange.

(oday H!" an& has 1,712 branches and over ?,26> A(0s, in >29 cities in %ndia, and

all branches of the ban& are lin&ed on an online real$time basis./20As of 4eptember ?=,

2==9 the ban& had totalassetsof %* 1==;.92 billion./0!or the fiscal year 2==9$=6, the

ban& has reported net profit of *s.2,277.6 crore, up 71C from the previous fiscal. (otal

annual earnings of the ban& increased by >9C reaching at *s.16,;22.9 crore in 2==9$

=6.
http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-1%23cite_note-1http://en.wikipedia.org/wiki/Assetshttp://en.wikipedia.org/wiki/HDFC_Bank#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-1%23cite_note-1http://en.wikipedia.org/wiki/Assetshttp://en.wikipedia.org/wiki/HDFC_Bank#cite_note-2%23cite_note-2

8/12/2019 HDFC BANK_2

31/105

0. Pe1en' S'#'u1 "% 'he O!#ni;#'i"n-

Housing evelopment !inance "orporation imited, more popularly &nown as H!"

an& td, was established in the year 1667, as a part of the liberali@ation of the %ndian

an&ing %ndustry by *eserve an& of %ndia /*%3. %t was one of the first ban&s to receive

an 'in principle' approval from *%, for setting up a ban& in the private sector. (he ban&

was incorporated with the name 'H!" an& imited', with its registered office in

0umbai. (he following year, it started its operations as a 4cheduled "ommercial an&.

(oday, the ban& boasts of as many as 1712 branches and over ?2:> A(0s across

%ndia.Amalgamation

%n 2==2, H!" an& witnessed its merger with (imes an& imited /a private sector

ban& promoted by ennett, "oleman 5 "o. L (imes roup3. Bith this, H!" and (imes

became the first two private ban&s in the ew eneration )rivate 4ector an&s to have

gone through a merger. %n 2==9, *% approved the amalgamation of "enturion an& of

)unab with H!" an&. Bith this, the eposits of the merged entity became *s.

0arch 2==: 0arch 2==9 0arch 2==6

"itied 229 ?1; 7>2

ranches >?> ;97 1712

A(0s 1?2? 1;=> ?2:>

8/12/2019 HDFC BANK_2

32/105

1,22,=== crore, while the Advances were *s. 96,=== crore and alance 4heet si@e was

*s. 1,;?,=== crore.

He#d O%%i,e

H!" an&

*amon House, 1;6, ac&bay *eclamation,

H ( )are&h 0arg, "hurchgate

0umbai $ 7===2=

Ph"ne-Q61 /223 ;;?1;===, ;;;?;===, ;;?1;=;=

F#8-Q61 /223 22=799?7

We41i'e-www.hdfc.com

Te,hS#332

H!" an& has always prided itself on a highly automated environment, be it in terms

of information technology or communication systems. All the braches of the ban& boast

of online connectivity with the other, ensuring speedy funds transfer for the clients. At

the same time, the ban&'s branch networ& and Automated (eller 0achines /A(0s3 allow

multi$branch access to retail clients. (he ban& ma&es use of its up$to$date technology,

along with mar&et position and expertise, to create a competitive advantage and build

mar&et share.

8/12/2019 HDFC BANK_2

33/105

C#&i'#+ S'u,'ue

At present, H!" an& boasts of an authori@ed capital of *s >>= crore /*s>.> billion3,

of this the paid$up amount is *s 727.; crore /*s.7.2 billion3. %n terms of e#uity share,

the H!" roup holds 16.7C. !oreign %nstitutional %nvestors /!%%s3 have around 29C of

the e#uity and about 1:.;C is held by the A4 epository /in respect of the ban&'s

American epository 4hares /A43 %ssue3. (he ban& has about >:=,=== shareholders.

%ts shares find a listing on the 4toc& Exchange, 0umbai and ational 4toc& Exchange,

while its American epository 4hares are listed on the ew Mor& 4toc& Exchange

/M4E3, under the symbol 'H'

0.= Fun,'i"n#+ De'(en'1 "% 'he O!#ni1#'i"n-

(he functional departments of the organi@ation consists of the H* department, the

administrative department and the executive department. (he H* department of the

organi@ation consists of the people who employ the )ersons who they thin& would be

able to do ustice with the ob handled.(he administrative department of the organi@ation

consists of the director and the manager of the organi@ation. (hey preside the

organi@ation and control all the operations of the organi@ation such that the organi@ation

could run in a smooth and effective manner.(he executive department of the

organi@ation consists of the various employees Bho execute the ob underta&en by

them. (he employees consists of the team leaders, the "orporate financial consultants,.

the telecallers, various staffs and unior staffs who are the main structural framewor& of

the organi@ation. (he organi@ation thus runs with the effective coordination of the H*

department, the administrative department and the executive department such that the

8/12/2019 HDFC BANK_2

34/105

8/12/2019 HDFC BANK_2

35/105

Bor& permitting immigration visa program

Bor&ers compensation

!inance epartmentG

(he !inance 0anager is responsible for all aspects of the accounting and financial

administration of the H!", the supervision of the implementation of the H!" financial

policies, directives and procedures and the initiation of the financial plans within the

guidelines of H!" (he department contains several distinct sections, each of which is

responsible for a proportion of the activities ta&ing place within the finance department.

M#6e'in! C"n1u+'#n,2 De'(en'-

(he 0ar&eting "onsultancy epartment plays and important role within the !und as it

studies and analy@es mar&eting information in order to build solid base for management

decisions. (he division also assists proects sponsors in formulating solid mar&eting

strategies to improve their industries and strengthen their position in the local and

international mar&ets.

Re1e#,h De'(en'-

(he *esearch epartment is having the capacity to act through four composing units

i.e., the mar&et research unit, economic studies unit, and statistical studies unit. %t is the

mission of the division to provide support A- for information and consultancy to the

senior management and division in the areas of economic, statistical and mar&eting

information and consultancy through data analysis, processing of economic and

statistical data, mar&et research studies and publishing related periodical reports.

8/12/2019 HDFC BANK_2

36/105

0.> O!#ni;#'i"n S'u,'ue #nd O!#ni;#'i"n Ch#'-

(he organi@ation structure of the company H!" is such that it comprises of the

departments and the employees in the hierarchical order so that they are able to

perform their functions and duties smoothly and effectively doing their ob in a manner in

which it should be done. (he organi@ation is headed by the administrative department

which coordinates and controls the executive department. (he executive department is

a lin& from the top and the bottom comprising of the lower level employees such that

they wor& together to fulfill the common obective of getting business from the persons

who get in touch with them and see to it that they are provided with the best of the

A- which constitute giving financial advise to providing Account to the customers.

(he lower level employees and the corporate financial consultants wor& together to see

to it that the database for providing financial A- to sufficient number of people is

made .(hey wor& together to see to it that this database is followed and wor&ed upon

such that more and more number of people get themselves avail the financial A- of

the organi@ation. (eam leaders who form the part of the administrative department of

the +rgani@ation ma&e sure that the clients that turn up for the financial A- are dealt

with most efficiently and effectively.

(he organi@ational structure is well planned out and it follows a simple format which is

followsG

8/12/2019 HDFC BANK_2

37/105

O!#ni;#'i"n Ch#'-

Each team lead has a team comprising only of both senior as well as unior mar&et

research analyst who aid the team lead in the entire mar&et research process as it has

been discussed previously. (his is the basic organi@ational structure followed by H!"

A-.

8/12/2019 HDFC BANK_2

38/105

0.? P"du,' #nd 1e3i,e &"%i+e "% 'he "!#ni;#'i"n-

H!" an& offers a bunch of products and services to meet the every need of the

people. (he company cares for both, individuals as well as corporate and small and

medium enterprises. !or individuals, the company has a range accounts, investment,

and pension scheme, different types of loans and cards that assist the customers. (he

customers can choose the suitable one from a range of products which will suit their life$

stage and needs. !or organi@ations the company has a host of customi@ed solutions

that range from !unded services, on$funded services, Nalue addition services, 0utual

fund etc. (hese affordable plans apart from providing long term value to the employees

help in enhancing

oodwill of the company. (he products of the company are categori@ed into various

sections which are as followsG

Pe1"n#+ B#n6in!

S#3in!1 A,,"un'1

S#+#2 A,,"un'1

S#3in! A,,"un'1

Fi8ed De&"1i'1

8/12/2019 HDFC BANK_2

39/105

De(#' A,,"un'

S#%e De&"1i' L",6e1

L"#n1

Cedi' C#d1

De4i' C#d1

Peid C#d1

In3e1'(en'1 9 In1u#n,e

F"e8 Se3i,e1

P#2(en' Se3i,e1

Ne'B#n6in!

In1'#A+e'1

M"4i+eB#n6in!

In1'#ue2

ATM

Ph"neB#n6in!

NRI B#n6in!

Ru&ee S#3in!1 A,,"un'1

Ru&ee S#3in! A,,"un'1

Ru&ee Fi8ed De&"1i'1

F"ei!n Cuen,2 De&"1i'1

A,,"un'1 %" Re'unin! Indi#n1

ui,6 e(i' $N"'h A(ei,#7 UK7 Eu"&e7 S"u'he#1' A1i#)

Indi# Lin6 $Midd+e E#1'7 A%i,#)

8/12/2019 HDFC BANK_2

40/105

C"eu#+ L",6 B"8

%n todays world many companies have emerged who have ta&en a serious note on the

importance of mar&et research and he advantages of using it for the better growth and

development of the company. Hence, our competitors are those companys who are in

the mar&et research and development field as well as the consultancies, since they also

ma&e use of mar&et research and business developers.

The &"du,'1 #nd BANK "% "u ,"(&e'i'"1 #e #1 %"++"51-

A. Cu1'"(e S#'i1%#,'i"n An#+21i1-

"ustomer analysis involves gathering data about the customers and their

characteristics. (hey also conduct tailored customer satisfaction surveys to gau@e

customer satisfaction.

. Ri16

(hese A- are used by the competitors in order to gather external information and

research the possible effect on the competitiveness of company.

C. P"du,' Re1e#,h BANK-

(he conduction of extensive product research by this service helps the competitors to

find out the mar&etability of a product or service. (he research can be utili@ed to

leverage the maor decisions of a company on the mar&eting of its products.

D. Ad3e'i1in! Re1e#,h BANK-

8/12/2019 HDFC BANK_2

41/105

Advertising research strives to gain valuable information about the effects and reach of

advertising the products in different forms of media.

Gi3en 4e+"5 #e 'he 1'e&1 5e %"++"5 %" e3e2 #11i!n(en' 5e '#6e u&-

1. (he timetable for the search is indicated and the search process commences.

2. (arget companies are examined, using any prior information provided by business

development executives in conunction with sources of information and prospective

companies already &nown to us, augmented with original study by our search team.

?. Be maintain a regular channel of communication with the client to &eep them

apprised of the results emerging.

M#6e' &"%i+e "% 'he "!#ni;#'i"n-

H!" an& imited provides various financial products and services. %t operates in

three segmentsG *etail an&ing, Bholesale an&ing, and (reasury. (he *etail an&ing

segment provides various deposit products, including savings accounts, current

accounts, fixed deposits, and demat accounts. %t also offers auto, personal, commercial

vehicle, home, gold, and educational loansD loans against securities, property, and

rental receivablesD and health care finance wor&ing capital finance, construction

e#uipment finance, and warehouse receipt loans, as well as credit cards, debit cards,

8/12/2019 HDFC BANK_2

42/105

depository, investment advisory, bill payments, and transactional services. %n addition,

this segment sells third party financial products, such as mutual funds and insurance, as

well as distributes life and general insurance products through its tie$ups with insurance

companies and mutual fund houses. (he wholesale ban&ing segment provides loans,

non$fund facilities, and transaction services to large corporate, emerging corporate,

small and medium enterprise, supply chain, public sector underta&ing, central and state

government departments, and institutional customers. %t offers deposit and transaction

ban&ing products, supply chain financing, wor&ing capital and term finance, agricultural

loans, and funded, non$funded treasury, and foreign exchange products. (hese

segments services include trade services, cash management, money mar&et, custodial,

tax collection, and electronic ban&ing. %n addition, it provides correspondent ban&

services to co$operative ban&s, private ban&s, foreign ban&s, and regional rural ban&sD

and wealth management products for non$resident %ndians. (he (reasury 4ervices

segment operates primarily in areas, such as foreign exchange, money mar&et, interest

rate trading, and e#uities. As of 0arch ?1, 2==6, H!" an& had a networ& of 1,712

branches and ?,26> automated teller machines in >29 cities in %ndia. (he company was

founded in 1667 and is based in 0umbai, %ndia.

%n todays growing world everyone needs to diversify their business so as to &eep in

touch with the rapid development. y analy@ing the growing concerns of the mar&et,

H!" has clients varying from investment ban&ing sector, retail, web designing

companies, etc. ue to this rapid development H!" roup has many teams wor&ing

for the above mentioned sectors.

8/12/2019 HDFC BANK_2

43/105

H!" an& began operations in 166> with a simple missionG to be a W"+d,+#11

Indi#n B#n6.Be realised that only a single$minded focus on product #uality and

service excellence would help us get there. (oday, we are proud to say that we are well

on our way towards that goal.

UALITY POLICY

SECURITYG $ (he ban& provides long term financial security to their policy. (he

ban& does this by offering life insurance and pension product.

TRUSTG $ (he ban& appreciates the placed by their policy holders in the ban&.

Hence, it will aim to manage their investments very carefully and live up to this

trust.

INNOVATIONG $ *ecogni@ing the different needs of our customers, the ban&

offers a range of the innovative products to meet these needs.

INTEGRITY

CUSTOMER CENTRIC

PEOPLE CARE ONE FOR ALL AND FOR ONE

TEAM WORK

*OY AND SIMPLICITY

R"+e #nd Re1&"n1i4i+i'ie1-

8/12/2019 HDFC BANK_2

44/105

(he wor& profile of the student or the roles and responsibilities that are being handled

by the student on his internship programmed at H!" A-.

(he first day and during the first wee& of the internship programmed the new employee

of the H!" A- was welcomed by giving an induction programme in order to ma&e

him understand his role and responsibilities during his stay in the organi@ation.

eing appointed as a !inancial "orporate "onsultant at H!" A- during the

internship programme my duty or the role is to meet > clients, collecting financial health

chec&, analy@ing and giving them financial planning how their net asset value will be

increase and how they fulfill their short$term and long$term financial goal so that it can

be assessed that which A""+F( they need suiting their financial obligations.

eads and databases created by the students have to be used by them in order to

convince people of different age groups to ta&e account according to their needs and

suitability.

(he student calls people according to the leads and database created by him

and convinces people to ta&e the account.

uring the absence of the recovery executivesLcollection executives, it will be my

duty and responsibility to meet the customers against payments apart from my regular

ob profile and reporting the same to my team leader at H!" A-.

(o explain the customers how a particular account would help them to ma&e their

lives more secure providing security to them.

% use all the financial &nowledge that has been given by the company and %

has as a 0A student and a student of 0ar. so that the customer

reali@es that he definitely needs to ta&e a particular account.

8/12/2019 HDFC BANK_2

45/105

0ust educate the clients about ris&s and various possible scenarios so that the

clients dont harbor unrealistic expectations.

De1,i&'i"n "% +i3e e8&eien,e-

(he office of H!" A- is blessed by brilliant and s&illed professionals and team

leader who have the responsibility of handling the !inancial "orporate "onsultants. (he

team leader provides the particular days plan of action and then guide show to go

about for executing the plan of action successfully .(ill the time a !inancial "orporate

"onsultant is in the office he receives the valuable suggestions and insights of the team

leader. (his prepares him for the days Bor& and provides him the necessary directions

to achieve not only the target of the day but the target of the month. %n the office the

!inancial "orporate consultant ma&e calls continuously to fix the follow$up

appointments so that on the basis of the financial health chec& collected by him and

also getting the follow$up appointments from the telesales she goes in the field forma&ing up the appointments. (he financial corporate consultants provide the persons

met the basics of why he should ta&e a particular A""+F( to provide to

D",u(en'#'i"n euie(en'1-

A&&+i,#'i"n F"(

(he original form with photographs of the applicant and guarantor.

Iden'i'2 D",u(en'1

(his is normally established through the following documents G

1. )assport

2. riving icense

8/12/2019 HDFC BANK_2

46/105

?. Noters %dentity "ard

7. )A "ard

!or firms and companies, identity is established as followsG

1. )artnership firms 8 )artnership deed is re#uired for such firms.

2. )rivate imited and )ublic imited companies 8 A certified copy of

the 0emorandum of association and oard of *esolution are

needed.

P""% "% Re1iden,e

%t re#uires one or more of the followingG

1. (elephone ill

2. Electricity ill

?. *ation "ard

%n case of partnership firms and private limited companies, the

residence proof of a partner or a director is re#uired.

In,"(e P""%

!or self employed and partnership firms and private limited companies,

last two years %ncome (ax *eturns with computation and audited

accountsL audited alance 4heet with )5 account.

B#n6 S'#'e(en'1

an& 4tatements of last three months.

P""% "% Si!n#'ue

4ignature of an applicant is verified to ensure that the documents

executed are signed by the concerned signatory. !or most of the financier

this is mandatory. )roof of identity such as )A "ard which carries the

applicants signature may suffice for financier as a proof of signature.

Fie+d In3e1'i!#'i"n Re&"'

8/12/2019 HDFC BANK_2

47/105

(he 4A visits the borrowers residence and office for verification of

complete business details.

Vi#4i+i'2 Re&"'

+nly applicable for E#uipment hiring segment customers.

P" %"(# In3"i,e

%n case when the manufacturer re#uires the full cost /or a maor cost of it3

to be paid in advance for delivery of machineryL e#uipment, the firm

submits a pro forma invoice to the customerL financier/ban& in this case3.

(he customer or ban& processes invoice and &eeps ready the amount to

be remitted to firm. Bhen it supplies the machineryLe#uipment, the an&

delivers the che#ue to the supplier, and later an adustment bill is

furnished by the supplier.

IRR C#+,u+#'i"n Shee'

%** is referred to as internal rate of return which is usually the rate of

return that a ban& earns. %** is a measure of cost of capital and the

earnings from the cash flows to be made on the loan disbursed.

CAM 9 CAR

"redit Approval 0emo and "redit Appraisal *eport are important

credentials.

R#'e A&&"3#+

(he %** at which the financier deals with the customer is sent to the high

command authorities for the rate approval.

C"&2 "% IP De#+e Re,ei&' %" (#!in

8/12/2019 HDFC BANK_2

48/105

A copy of the dealer receipt of margin money is an essential document for

the disbursement.

Eui&(en' L"#n A!ee(en'

%t is an agreement for the e#uipment loan given by the financier to the

customer which is signed by the applicant and the guarantor who are

liable to obey the terms of the agreement.

PDC1

E0% can be paid in the form of post dated che#ues which are collected by

the financier from the 4A after getting the approval from the "redit

4anctioning Authority for the lending.

F"( 9 /?

!orm 9 and 1; are the part of e#uipment loan agreement which contains

the details of the loan which must to be submitted to the credit authority.

/4ee Annexure$6 for the document chec&list3

8/12/2019 HDFC BANK_2

49/105

/. PRODUCT OVERVIEW

(his section contains a brief overview of the "onstruction E#uipment finance

product features. (he "redit )olicy is one of the &ey documents that reflect the *is&

0anagement philosophy of the an&. (he "redit policy is a general guideline on credit

and defines guidelines and the framewor& when evaluating customer applications

re#uests for a H!" an& "onstruction E#uipment oan.

Ke2 %e#'ue1 "% 'he P"du,' #e -

/a3 "ustomer "lassificationG $ orrowers have been classified into these

three maor categories.

U arge "ustomer /A, 5 "3

U *etails "ustomers /*A,* 5 *"3

U !irst (ime Fser /!(F3

Bhile offering to a large customer will be made based

on the assessment 5 appraisal of its financial strength

retail customer will be offered funding based on its off

8/12/2019 HDFC BANK_2

50/105

alance sheet strength. ased on the income stream of

all such customers, further divide is done as under

U "ontractor

U 0ine +wner

U )lant Hires

U "aptive Fsers

/b3 )ermissible Exposure imit 0aximum amount of finding on an e#uipment,

customer grade wise is given as

A$ *s.:>=a&h

$ *s.2>=a&h

"$ *s.1>=a&h

*A$ *s.1==a&h

*$ *s. :>a&h

*"$ *s. 7=a&h

Be can ta&e maximum exposure up to *s.1>

"r. in case of borrowers with (o of *s.:>"r. or

more.

/c3 (enure ew e#uipment can be funded for tenure up to

;= months depending on the customer grade.

!inance on used e#uipment can be

given up to ?; months as per offering matrix. (op$

up funding can be done or the remaining

tenure for respective agreement.

/d3 *epayment mode !ull )"s for all grade at all locations. !or

large customers 5 *A grade. )" cases

are acceptable only for locations where

"N portfolio is more than *s.>="rore

8/12/2019 HDFC BANK_2

51/105

and delin#uency triggers are

under control.

/e3 Eligible borrower segment "ompanies /)vt. 5 )ublic3, proprietary

concerns, partnership firms and individuals.

/f3 oan (ype (erm loan with hypothecation of assets in

favor of H!" an& td.

POST DISBUSEMENT DOCUMENTATION AND COLLATERAL MONITARING

!ollowing document are to be collected after the approvalLboo&ingLdisbursement of a

new asset.

13 %nvoice

23 %nsurance )olicy

?3 *(+ *egistration "ertificate /*"3 depending on the nature of asset

H!" an&'s hypothecation is mandatory on all the )'s %nsurance )olicy should becomprehensive and specifically cover ris&s of accident, fire, theft, riot, act of terrorism,

flood 5 earth#ua&e.

%n view of the general time ta&en 5 logistics automatic deferral up to 1> days for the

invoice 5 %" and up to 7> days for the *" 5 )olicy is granted. ) trigger for the

location will be monitored asG$

)arameters ays (rigger ays (rigger

%nvoice ?= 2=.==C 6= >.==C

%nsurance ;= 2=.==C 6= >.==C

*" ;= 2=.==C 6= >.==C

*o"/wherever applicable3 ?= 2=.==C 7> >.==C

8/12/2019 HDFC BANK_2

52/105

!or a delin#uent customer /2 E0%s unpaid3. ) status should be clear. %t needs to be

monitored at *egional level and escalation to be made for such delin#uent cases to

)*H in the monthly 0%4.

*0 to initiate a mail listing out all such cases where *" is not applicable. )*H can

&noc& off these )s on the recommendation of respective credit approver. However

registration with *+" is to be compiled with for such assets wherever applicable.

Baiver of *" is not to be construed as waiver of *+".

%nvoiceG$

(he invoice should mention

0a&e and model of the vehicle machinery financed.

Engine, "hassis, or serial no. +r uni#ue % of machinery.

etailed price brea&$up /base price, excise duty, sales tax etc.3

Hypothecation favoring the an&.

%nsuranceG$

(he insurance should have

ame Address of the customer Nehicle description which should tally with the invoice

year of 0anufacture

Engine, "hassis or serial no. +r uni#ue % of machinery

%nsured value

Nalidity of insurance in terms of duration

Hypothecation favoring the an&

(he insurance should be comprehensive

(he insurance company will issue the cover note at the time of delivery and

subse#uently issue the policy. ut it is important to obtain the policy at the earliest from

the insurance companyLdealer.

8/12/2019 HDFC BANK_2

53/105

(here will be a ealer Agreement signed by each dealer stating that the dealer

will be responsible for registering the vehicle with the *egional (ransport +ffice /*(+3

and for ensuring the "reation of *+" charge, mar&ing of an&'s lien on the registration

documents.

%n case of machinery and where the client is also a imited co. a charge needs to be

created with *+". !or this purpose !orm 9 5 1? along with invoice copy and copy of

our agreement in triplicate duly signed by our Authori@ed 4ignatories need to be

submitted to the *+".

Also the stamping of the agreement is to be done &eeping this in mind. (his could vary

from state to state. (he charge with *+" is to be created within ?= days from the date

of Agreement. (he same can be done through our authori@ed external agency.

*" oo&

(he *" boo& contains the following.

13 ame of applicant

23 Asset details which should match with the %nvoice

?3 Engine chassis which should match with the %nvoice %nsurance "overnote

73 year of manufacture of the vehicle

>3 Hypothecation favoring the an&

(he *" should be obtained within ;= days of delivery of the vehicle asset.

(he collaterals are important as they provide recourse to the customer especially

in cases of litigation.

(ime !rame for collateral

(he following is the time frame within which the documents must be

collected

8/12/2019 HDFC BANK_2

54/105

1. )ayment receipt $ : days from isbursement

2. %nvoice $ ?= days from elivery of vehicle

?. %nsurance $ ;= days from delivery of vehicle

7. *" oo& $ ;= days from delivery of vehicle

>. *+" charge filing $ ?= days from date of Agreement

PDD ,"++e,'i"n e1&"n1i4i+i'2 #nd 'i!!e

1. *esponsibility for ) collection would be with sales

2. +perations would monitor the ) collection 5 activate the triggers

?. Approvals 5 isbursement for the particular branch will be stopped

after one wee& prior intimation to 4ales.

P"1' de+i3e2 #11e' 3ei%i,#'i"n

1. Asset verification for >C of the cases funded during the year will be

done

2. (he verification would be done by external agency

?. (he same will be monitored by credit

8/12/2019 HDFC BANK_2

55/105

PORTFOLIO TO PERFOMANCE REVIEW 9 MIS

As a retail business is managed on portfolio basis, its essential that certain&ey

numbers are monitored in the portfolio to ensure that the portfolio is healthy. Anybreach of the triggers below must be promptly reported and suitable remedial

action must be ta&en to ensure that portfolio #uality is sound and healthy. (he

triggers and review points must be reviewed every year based on the

business plan of the product group.

8/12/2019 HDFC BANK_2

56/105

Re1e#,h Me'h"d"+"!2 (%(E +! 4(FMG

A STUDY OF COSTUMER PREFRANCE 9 SAVING AC WITH HDFC BANK7*AIPUR.

(he study is emphasi@ed on the H!" an& and its services and "+4(F0E*

)*E!*A"E 5 4AN% AL" B%(H H!" an&. 4tudy focuses to the interest of

customer towards the A-.

DURATION OF THE PRO*ECT-

)roect study, which is being conducted by me for +ne wee& for the fulfillment of the full

time masters of business administration. ut being a management student % tried my

best to extract best of the information available in the mar&et for the use of society and

people

S'#'e(en' "% e1e#,h &"4+e(-

)*+E0 E!%A(%+G

4ales Executives were with good bac&ground human being and through rigorous

process of recruitment but still not able to perform up to the expectation level of

company, H* is not able to sort out the problem why the performance is not coming

8/12/2019 HDFC BANK_2

57/105

even after giving the full mar&eting support. (he communication techni#ue and dealing

with the customers is also a problem to the sales

executives.

OB*ECTIVES OF RESEARCH PRO*ECT-

RESEARCH OB*ECTIVES-

PRIMARY OB*ECTIVESG$

(o open new saving accounts by convincing customers and to promote the

benefit of these which are provided by the ban&

(o find the different way of convincing customers.

(o study brand images of the ban&.

(o increase the business of the ban&.

SECONDARY OB*ECTIVES-

(o determine the need and purpose of a 4ales executives.

(o understand the deciding criteria for people to become 4ales executive.

(o offer suggestions based upon the findings.

8/12/2019 HDFC BANK_2

58/105

GEOGRAOHICAL SCOPE-

(he same problem was with the all other branches of H!" an& even out of the Amer

city. (he management is conducting the same research on a big ground while my

contribution is tiny. (hrough my sample si@e and geographical areas was defined and

confine to a particular territory but the application of output from the research are going

to be wide.

PRODUCT SCOPE-

4tudying the increasing business scope of the ban&.

0ar&et segmentation to find the potential customers for the ban&.

(o study how the various products are positioned in the mar&et.

"orporate mar&eting of products.

"ustomer perception on the various products of the ban&.

Si!ni%i,#n,e "% 'he Re1e#,h

$#) T" 'he ,"(n2G

(he company wanted to &now that what is the present mar&et status of the company in

the mind of general public. (hey also wanted to &now that where do the customer ta&e

the loan for their vehicles particularly in construction e#uipment segment so that

they may offer thaw products /oans3 according to their needs and desire. (he

8/12/2019 HDFC BANK_2

59/105

company will also get to &now that when and with which instrument and what time they

should approach the potential customer.

$4) T" 'he e1e#,he-

(he researcher has got the opportunity to have the practical exercise of the classroom

&nowledge that he has gained during the pursuance of his 0A curriculum. He also

gained the significant &nowledge about the financial mar&et and had an opportunity to

expose himself with the various levels of the mar&et.

RESEARCH METHODOLOGY AND LIMITATIONS

All the findings and conclusions obtained are based on the survey done in the wor&ing

areas within the time limit. % tried to select the sample representative of the whole group

during my ob training. % have collected data from people lin&ed with different profession

at Amer.

De%ini'i"n1-/. Re1e#,his the systematic investigation to establish facts or collect information on a

pre$decided subect.

0. Me'h"d"+"!2is the specification of the system of principles and techni#ues used in

a particular discipline

Define the $ro!le& and research o!jecti"e

De"elo$ the research $lan

,ollect the infor&ation

*nalyze the infor&ation

8/12/2019 HDFC BANK_2

60/105

*esearch methodology is the way to systematically solve the research problem. %t may

be understand as a science of studying how research is done scientifically. %n it % study

the various steps that are generally adopted by a researcher in his research problem

along with the logic behind them. %t is necessary for the researcher to &now not only the

research method but also the methodology.

% not only tal& off research method but also consider the logic behind the methods. (he

use in conduct of my research study and explain why % am using a particular matter for

techni#ue and why % am using others. 4o those research results are capable for being

well evaluated by others.

RESEARCH PLAN-

PRELIMINARY INVESTIGATION-

%n which data on the situation surrounding the problems shall be gathered to

arrive at

(he correct definition of the problems.

inding Reco&&endations

8/12/2019 HDFC BANK_2

61/105

An understanding of its environments.

E:PLORATORY STUDY-

(o determine the approximate areas there the problem lie.

RESEARCH DESIGN-

*esearch was initiated by examining the secondary data to gain insight into the

problem. y analy@ing the secondary data, the study aim is to explore the short comings

of the present system and primary data will help to validate the analysis of secondary

data besides on unrevealing the areas which calls for improvements.

DEVELOPING THE RESEARCH PLAN-

(he data for this research proect has been collected through self administration.

ue to time limitation and other constraints direct personal interviews method is used. A

structured #uestionnaire was framed as it is less time consuming, generates specific

and to the point information, easier to tabulate and interpret. 0oreover respondents

prefer to gives direct answers. %n #uestionnaires open ended and closed ended, both

the types of #uestion has been used.

COLLECTION OF DATA-

/. SECONDARY DATA- %t was collected from internal sources. (he secondary data

was collected on the basis of organi@ational file, official records, newspaper, maga@ines,

management boo&, preserved information in the companys database and website of

the company.

0. PRIMARY DATA- All the people from different profession were personally visited

and interviewed. (hey were the main sources of primary data. (he method of collection

of primary data was direct personal interview through a structured #uestionnaire.

8/12/2019 HDFC BANK_2

62/105

=. SAMPLING PLAN- 4ince it is not possible to study whole universe, it becomes

necessary to ta&e sample from the universe to &now about its characteristics.

SAMPLING UNITSG $ different professionals "A, (ax consultants, awyers,

usiness 0an, professional and House wives of aipur.

SAMPLE TECHNIUEG $ *andom 4ampling.

RESEARCH INSTRUMENTG$ 4tructured Vuestionnaire

CONTACT METHODG $ )ersonal %nterviews.

=.= SAMPLE SIE-

0y sample si@e for this proect was 1>= respondents. 4ince it was not possible to

cover the whole universe in the available time period, it was necessary for me to ta&e a

sample si@e of 1>= respondents.

=.> DATA COLLECTION INSTRUMENT DEVELOPMENT-

(he mode of collection of data will be based on 4urvey method and field activity.

)rimary data collection will base on personal interviews. % have prepared the

#uestionnaire according to the necessity of data to be collected.

8/12/2019 HDFC BANK_2

63/105

W

DATA ANALYSIS

&

INTERPRETATION

8/12/2019 HDFC BANK_2

64/105

DATA ANALYSIS INTERPRETATION AND PRESENTATIONS

FACT AND FINDINGS

V 1GBhat is your 0onthly (ransaction in your account K

0onthly transactions o. of respondents C /percentage3

>$2= la&hs 42 29C

2=$7= la&hs 89 >6C

7= la&hs and above 19 1?C

(otal 150 1==C

Ch#' /-

=C

1=C

2=C

?=C

7=C

>=C

;=C

:=C

=>$ 2= 2= $ 7= 7= $ Above

=>$ 2=

2= $ 7=

7= $ Above

8/12/2019 HDFC BANK_2

65/105

AnalysisG

>6C respondents gave their answer in 2=$7= la&hs transactions.

29C respondents gave their answer in =$2= la&hs transactions.

1?C respondents gave their answer in 7= la&hs and above transactions.

. 0 o you have a 4aving AccountK

*esponse o. of respondents C

Mes 145 6:C

o 5 ?C

"hart 2G

8/12/2019 HDFC BANK_2

66/105

6:C

?C

Mes 1o

AnalysisG 6:C respondents have the saving accounts and only ?C do not have saving

account.

V. ? Bhich !actors do you consider for opening a 4avings AccountK

o. of respondents C

Accessibility 15 1=

0inimum balance 30 2=

Lpay order 19 1?

!ree che#ue 15 1=

ebit card 12 9

"ash deposit 11 :

"he#ue pic& up 3 2

et ban&ing 24 1;0obile ban&ing 11 :

At per che#ue 4 ?

E!( 3 2

*(4 3 2

(otal 150 1==

8/12/2019 HDFC BANK_2

67/105

"hart ?

8/12/2019 HDFC BANK_2

68/105

AnalysisG

*espondents gave their answer

1=C respondents gave their answer in accessibility, 2=C 0inimum balance, 1? C

Lpay order,1=C !ree che#ue, 9C ebit card, :C "ash deposit, 2C "he#ue pic& up,

1;C et ban&ing, :C 0obile ban&ing, ?C At per che#ue, 2C E!(, 2C *(4.

V. 7 Bhich mode of transaction do you avail of fre#uentlyK

*esponse o. of response C

)ay order 18 12

18 12

"he#ue 114 :;

(otal 150 1==

"hart 7

"he#ue, :;C

, 12C

)ay +rder, 12C

"he#ue )ay +rder

8/12/2019 HDFC BANK_2

69/105

AnalysisG

12C *esponse in pay order, 12C li&e , and :; C costumer want from che#ue mode.

V.> Bhich types of transaction do you ma&e K


%ntercity 50 ??

+utside city 22 1>

oth 78 >2

(otal 15= 1==

"hart >

8/12/2019 HDFC BANK_2

70/105

AnalysisG

??C account holder transaction intercity, >2 C oth, and 1>C outside city.

V. ; oes your ban& assist you in case of any problemK


Mes 135 6=

o 15 1=

(otal 15= 1==

"hart ;

In'e ,i'27

B"'h7 >0

Ou'1ide Ci'

27 />

8/12/2019 HDFC BANK_2

71/105

6=C

1=C

Mes o

AnalysisG

6=C say yes ban& will assist you in case of any problem, only 1=C say no.

J 2"u #nnu#+ h"u1eh"+d in,"(eTABLE

S. N". C#'e!"2 N". "%e1&"nden'1

Pe,en'#!e

/. ess than 2 lacs ;6 7;C

0. etween 2 to > lacs 79 ?2C. etween > to 9 lacs 27 1;C=. 0ore than 9 lacs 6 ;C

TOTAL />@ /@@

GRAPH PRESENTATION

I. GRAPH OF RESPONDENTD

8/12/2019 HDFC BANK_2

72/105

II. GRAPH IN PERCENTAGE

INTERPRETATION-!rom the table and graph above it can be seen that

7;C respondent annual Household income is less than 2 lacs.

?2C respondent annual Household income is between 2 to > lacs.

1;C respondent annual household income is between > to 9 lacs.

;C respondent annual household income is more than 9 lacs.

) Ae 2"u # (e(4e "% # ,+u4

TABLE

8/12/2019 HDFC BANK_2

73/105

S. N". C#'e!"2 N". "% Re1&"nden' Pe,en'#!e

/. Mes 63 72C0. o. 87 >9C

TOTAL 150 /@@

GRAPH PRESENTATION


%%. GRAPH IN PERCENTAGE

%(E*)*E(A(%+G$

!rom the table and graph above it can be seen that

72C respondents are member of a club.

>9C respondents are not member of a club.

8/12/2019 HDFC BANK_2

74/105

V 63 what is your perception about different productLservices provided y H!" an&K(AE

4r. o. "ategory o. of *espondents )ercentage

1. ucrative 37 2>C

2. ot ucrative 90 ;=C

?. ot idea 23 1>C

(+(A 150 1==C

*A)H )*E4E(A(%+

%. *A)H +! *E4)+E(

%%. *A)H % )E*"E(AE

8/12/2019 HDFC BANK_2

75/105

%(E*)*E(A(%+G$


2>C respondent perception about different product is lucrative.

;=C respondent perception about different product is not lucrative.

1>C respondent perception about different product has no idea.

/@) D" 2"u 5#n' '" "&en #n #,,"un' 5i'h HDFC B#n6

TABLE

S. N". C#'e!"2 N". "%Re1&"nden'1

Pe,en'#!e

/. Mes 8 >C0. o 120 9=C

. Bill tell later 22 1>CTOTAL 150 /@@

GRAPH PRESENTATION

8/12/2019 HDFC BANK_2

76/105



INTERPRETATION-


9=C respondents are not interested to open an account with the ban&.

>C respondents are interested to open an account with the ban&.

1>C respondents are saying that they will tell later.

8/12/2019 HDFC BANK_2

77/105

8/12/2019 HDFC BANK_2

78/105


INTERPRETATION-


;=C respondents have all the documents which are re#uired to open an account

with the ban&.

2>C respondents do not have all the documents which are re#uired to open an

account with the ban&.

/0) Ae 2"u #5#e 'h#' 'he 4#n6 &"3ide1 2"u # %ee D(#' A,,"un' i% 2"u "&en# ne5 S#3in! A,,"un' 5i'h HDFC B#n6

TABLE

S. N". C#'e!"2 N". "%Re1&"nden'1

Pe,en'#!e

/. Mes 30 2=C0. o 120 9=C

Date post:	03-Jun-2018
Category:	Documents
Upload:	gurinder-singh
View:	224 times
Download:	0 times

HDFC BANK_2

Documents