School of Management 203

8/8/2019 School of Management 203

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School of Management

MAJOR RESEARCH PROJECT REPORT

ON

Comparative Study Of Consumer Perception Toward Credit

Card Offered By STATE BANK OF INDIA & HDFC BANK

In partial fulfillment of the Degree of

Master of Business Administration

Subject code 409c

(2008-2010)

Submitted to: Submitted by:

DAVV, Indore Heena Dembla


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SWAMI VIVEKANAND GROUP OF COLLEGE, INDORE

CERTIFICATE OF ORIGINALITY BYTHE STUDENT

I, HEENA DEMBLA hereby certifythatthe projecttitledComparative Study Of

ConsumerPerception Toward Credit Card Offered By STATE BANK OF INDIA

& HDFC BANK

has been undertaken under the supervision of Prof. PRIYANKAMAHESHWARI, Swami Vivekanand Group of Colleges towards partial

fulfillmentofDegreeofMasterofBusiness Administration (Full Time).

Itisfurthercertifiedthatthe projectreport compiledbymeismyownwork& to

thebest of myknowledge, it does not contain any part of any work, which has

been submitted for the award of degree in this University, or any other

University/Deemed Universitywithout propercitation.

-----------------------

DATE: HEENA DEMBLA

PLACE: M.B.A (Full Time)


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SWAMI VIVEKANAND GROUP OF COLLEGE, INDORE

CERTIFICATE BYTHE SUPERVISOR

This is to certify that the project titled Comparative Study Of Consumer

Perception Toward Credit Card Offered By STATE BANK OF INDIA & HDFC

BANK

isa pieceofresearchworkhasbeendoneby HEENA DEMBLA undermy

guidance and Supervision towards partial fulfilment of Degree of Master of

Business Administration (Full Time). I recommendthatthe projecttobesubmitted

to Devi Ahilya University, Indore.

----------------------- -----------------------

Prof.PRIYANKAMAHESWARI DR.AlOK Mittal

(Project Guide) (Director)

DATE:

PLACE:

----------------------------------

(Signature ofExternal Examiner)

Date:


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Acknowledgement

Life is full of mystery, where there is something we now & there are

lots to be known.A research work is like that only, where we knowsomething & lots of things unknown to us.And our prime task as a

researcher is to make these unknown things known. Here, I

acknowledge my gratitude to all whom knowingly or unknowingly,

directly or indirectly helped me a lot to know the unknown things

I would like to express my sincere gratitude towards the almighty god

for having his blessings on me.

I am highly indebted to Dr. Alok Mittal, the director of SVGC for

conveying the idea of research project.He was the important factor in

speedy development of the project.

I am also very grateful to Prof. PRIYANKAMAHESHWARI with whose

suggestion the completion of the research project was a success.As

She guided throughout my project with his valuable suggestions.

I am also thankful to ... in helping me with relevant books &

newspapers, & ... who helped me at every stage for searching on the

internet & other helps related to the project.

Last, but not the least i am grateful to my parents, friends for helping

me in each & every walk of my life. It is only through their efforts that

today i am in a position to complete this research work & get the

success hats off to them.

HEENA DEMBLA

M.B.A. (FT)


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INDEX

S.No. Particulars Page No.

1 Executivesummary 6

2 Introduction 8

3 Company Profile 10

4 Product Profile 13

5 Industry Profile 28

6 Howtoinvest 34

7 Advantagesof credit cards 36

8 Disadvantagesof credit cards 37

9 Research Methodology 47

10 Dataanalysisandinterpretation 52

11 Limitations 63

12 Findings 64

13 Suggestions 65

14 Conclusion 67

15 Questionnaire 68

16 Bibliography 70


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Executive Summary

In thegrowingglobal competition, the productivityofanybusiness concerndependsupon thebehavioralaspectofconsumers. Thistopic dealswith Comparativestudyofconsumerperception

towards credit cardofferedby State BankOfIndia & HDFC Bank. This projectreport contains 6different chapters.

The reportbegins with the introductionofbothbanks, its areaof operation, itsorganizationstructure, its achievements, the introduction to the Advance Product whichgives abrief idearegardingdifferenttypesofcredit cardsofferedbyboththebanks.Italso containsthe Reviewofliterature, Rationalbehindstudy & Objectiveofstudy.

The second chapter, methodology adopted in preparing this report ismentioned. It covers thesample procedure, typesofdatausedandthedata collectionmethod.

Thethird chaptercontainsresult.

Theforth chapter comprehensive coverageofforecasting conceptsandtechniqueswhichshowsthe analysis of data through tabulation, computation and graphical representation of datacollectedfromsurvey.

The fifth chapter deals with the findings, suggestion & conclusion part which is very muchimportantafteranalysisismade.

Asweknowthatonlyanalysisand conclusionisnottheendofaresearch, sointhesixth chapterthe limitationofresearch, recommendation partis coveredwhicharemadeafteradepthstudy

ofthe analysis partofthesis.

Ineachofthesix chaptersasdescribedabove, every chapterhasbeenscheduledinamannersoastoenablethereadertoappreciatethe contentseasily. Thereportissupportedbyfiguresanddatawherevernecessarywithaviewtoassistthereaderindevelopinga clearcutunderstandingofthetopic.

I hopethisreportwillbeextremelyusefulforthoseitismeant. Constructiveandhealthy

suggestionsforimprovementsofthereportwillbegreatfullyappreciated.


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CHAPTER-1

INTRODUCTION

1.CONCEPTUAL FRAMEWORK

2.REVIEW OF LITRATURE

3.RETIONAL BEHIND STUDY

4.OBJECTIVE OF STUDY


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INTRODUCTION OF CREDIT CARD

A credit cardisasmall plastic cardissuedtousersasasystemofpayment. Itallowsitsholderto

buygoodsandservicesbasedon theholder's promise to pay forthesegoodsandservices. Theissuerofthe card createsarevolvingaccountandgrantsalineofcredittothe consumer (ortheuser)fromwhichtheuser canborrowmoneyforpaymenttoamerchantorasa cashadvancetotheuser.

A credit cardisdifferentfroma charge card:a charge cardrequiresthebalancetobe paidinfulleachmonth. In contrast, credit cardsallowthe consumersa continuingbalanceofdebt, subjecttointerestbeing charged. Most credit cardsareissuedbybanksor creditunions, andaretheshapeandsizespecifiedby the ISO/IEC 7810 standardas ID-1. This isdefinedas 85.60 53.98 mm(3.370 2.125 in) (33/8 2

1/8in) in size..

Advantages and Disadvantages ofCredit Cards

Likemostthings, thereareadvantagesanddisadvantagesto credit cards. Knowingsomeofthesecanhelp youdecideifyoudoordonotwanttouse credit cards.

Advantages

Purchase Power and Ease of Purchase - Credit cards canmake iteasier tobuy things. Ifyoudon't like to carry largeamountsof cashwithyouor ifa companydoesn'taccept cashpurchases (forexamplemostairlines, hotels, and carrentalagencies), putting purchasesona

credit card canmakebuyingthingseasier.

Protection of Purchases - Credit cardsmayalsoofferyouadditional protectionifsomethingyouhavebought is lost, damaged, orstolen. Bothyour credit cardstatement (andthe creditcard company) canvouchforthefactthatyouhavemadea purchaseiftheoriginalreceiptislostorstolen. Inaddition, some credit card companiesofferinsuranceonlarge purchases.

Building a Credit Line - Having agood credithistory isoften important, notonlywhenapplyingforcredit cards, butalsowhenapplyingforthingssuchasloans, rentalapplications,orevensomejobs. Havinga credit cardandusingitwisely (making paymentsontimeandinfulleachmonth)willhelp youbuildagood credithistory.

Emergencies - Credit cards can alsobeuseful in times of emergency. While you shouldavoid spending outside yourbudget (or money you don't have!), sometimes emergencies(suchasyourcarbreakingdownorfloodorfire)mayleadtoalarge purchase (liketheneedforarental caroramotelroomforseveralnights.)

Credit Card Benefits - In addition to thebenefits listed above, some credit cards offeradditionalbenefits, suchasdiscounts from particularstoresor companies, bonusessuchas


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freeairlinemilesor traveldiscounts, and special insurances (like travelor life insurance.)While most of thesebenefits are meant to encourage you to charge more money on yourcredit card (remember, credit card companiesstartmakingtheirmoneywhenyou can'taffordto payoffyour charges!) thebenefitsarerealand canbehelpfulas longasyourememberyourspendinglimits.

Disadvantages

Blowing Your Budget -- Thebiggestdisadvantage of credit cards is that they encouragepeopletospendmoneythattheydon'thave. Most credit cardsdonotrequireyouto payoffyourbalanceeachmonth, soeven ifyouonlyhave $100, youmaybeable tospendup to$500 or $1,000 onyour credit card. Whilethismayseem like 'freemoney'atthetime, youwillhaveto payitoff-- andthelongeryouwait, themoremoneyyouwillowesince creditcard companies chargeyouinteresteachmonthonthemoneyyouhaveborrowed.

High Interest Rates and Increased Debt -- Credit card companies charge you an

enormous amount of interest on eachbalance that you don't pay off at the end of eachmonth. Thisishowtheymaketheirmoneyandthisishowmost peopleinthe United Statesgetintodebt (andevenbankruptcy.) Considerthis: Ifyouhavea $100 insavings, mostbankswillgiveyouatthemost 2.0 to 2.5% interestonyourmoneyoverthe courseoftheyear. Thismeansyouearn $2.00 - $2.50 ayearonyour$100 savings. Most credit cards chargeyouupto 10 times thatamountof interestonbalances. Thismeans that ifyouhave $100 balancethatyoudon't payoff, youwillbe charged 20-25% interestonthat $100. Thismeansthatyouowealmost $30 interest (plustheoriginal $100)attheendoftheyear. A goodwaytolookatthis is in comparisontowhatyouwouldearn in interestfromabankorowein interesttoabankloan: Savingsaccountsmay payyouaround 2% interest;ifyouhavealoanfromabankyoumay pay themaround 10% interest (5 timesasmuchasyouearnoffyoursavings); if

youowemoneytoa credit card company, youmay paythemaround 20% interest (10 timesasmuchasyouearnoffyoursavings.)

Credit Card Fraud - Like cash, sometimes credit cards can be stolen. They may bephysically stolen (if you lose yourwallet)or someone may steal your credit cardnumber(fromareceipt, overthe phone, orfroma Website)anduseyourcardtorackup debts. Thegoodnewsisthat, unlike cash, ifyourealizeyourcredit cardornumberhasbeenstolenandyou report it to your credit card company immediately, you will notbe charged for anypurchasesthatsomeoneelsehasmade. Evenifyoudon'trealizeyourcredit cardnumberhasbeenstolen (sometimesyoumightnotknowuntilyoureceiveyourmonthlystatement), mostcredit card companiesdon't chargeyouoronly chargeasmallfee, like $25 or $50, even if

thethiefhas chargedthousandsofdollarstoyourcard. Thereareseveralthingsyou candotoprevent credit cardfraud:

o Ifyouloseyourcardorwallet, reportittoyourcredit card companyimmediately.o Don'tloanyourcredit cardtoanyoneandonlygiveoutyourcredit card

informationtotrusted companiesorWebsites.o Checkyourstatement closelyattheendofeachmonthtomakesureall charges

areyours.


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o You canfindoutmoreabout protectingyourpersonalinformationbyvisitingourPersonal Safety course.

Credit cards can make life easier andbe agreat tool, but if they aren'tusedwisely they canbecomeahugefinancialburden.If you do decide to use credit cards, remember these simple

rules:

y Keep trackofallyourpurchases.y Don'tspendoutsideyourbudget.y Payoffyourbalanceonallofyourcredit cardsattheendofeachmonth.y Don't loan your creditor giveout your credit card information to anyonebut reliable

companies.


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STATE BANK OF INDIA

INRODUCTION

The State BankofIndia, popularlyknownas SBI, isoneoftheleadingbanksin India. Thebanktracesitsorigintothefirstdecadeofthe 19th century. Lateron, itwasmergedwiththe ImperialBank. Intheyear1955, the GovernmentofIndianationalizedthe Imperial BankalongwiththeReserve BankofIndia. Eversincethattime, thebankacquiredits presentnamethatis SBI.

The State BankofIndiais India'slargest commercialbank. Thebankhasbeenstrivingsincerelytoadheretotheeffortsofprovidingutmost customersatisfactiontothebest possibleextent.

Information on SBI Credit Cards

I want to do this!

SBI credit cardsarethe combinedworkofthe State Bankof India, oneofthe country's largest

banks, and GE Capital Services. The two companies recognizedagrowing need in the credit

card industry in Indiaandmerged to form SBI Cardsand Payment Services Ltd. (SBICPSL).

Usingthe Indian currencyofRupees (Rs.), credit cardholders canuseabroadrangeofbenefits

andadvantagesthatvarydependingonthetypeofSBI credit cardtheyapplyfor.

Geography

1. SBICPSL intends their credit cards for useby residents of India, Nepal and Bhutan orcompaniesdoingbusiness in those locations. However, cardholders canuse their cardsallover the globe. When your receive your monthly statement, you can make payments atSBICPSL drop box locations, designated State Bankof India locations, through PayNet, byusingyourState Bankof India Debit Cardand payingatoneof8,000 SBI ATMs, throughState BankofIndiabill pay, withautomatic monthlywithdrawalsfromabankaccount, oraVisa Money Transfer. Theseoptionsalsomake payingyourstatement possibleworldwide.


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Types

2. The SBI credit cardwith themostbenefitsand features is the SBI PlatinumCard, followedby the SBI Gold & More Cardand the SBI Silver& More Card. Allof thesehavespecialoffersand featuresspecific totheir card type. Other card types include the SBI Advantage

Card (forgeneralusewithgeneral features), the SBI Card for Doctors, the SBI EmployeeCard, and SBI Partnership Cardssuchasthe SBI GoAirCard, the LG SBI Cardandthe SBIRailway Card.

Features/Benefits

3. Among the several featuresofferedby SBI Credit Card services is the Rewards Program.Thisvoluntary programallows cardholderstoearnrewards pointsbaseduponthe purchasestheymakeusing their cards. The SBI Doctors Cardand the SBI Employee Cardearnonereward point for every Rs. 100 (100 Rupees) spent. The SBI Gold & More Card earnscardholdersonereward pointforevery Rs. 75 andthe SBI PlatinumCardearnsone pointfor

every Rs. 50 spent. Additionalfeaturesandbenefitsareavailableto cardholders, dependingon the type of card they have. For example, PlatinumCard holders receive a 2.5 percentdiscountonshopping purchases, knownastheinternationalmarkup waiver, aswellasglobalcashaccessatmorethan 1 million Visa ATMsworldwide.

Eligibility

4. Toreceiveanyofthefeaturesandbenefitsofferedwith SBI credit cards, youraccountmustbe valid and ingood standing. Additionally, an "eligible transaction" forbenefits rewardscan'tbea cashwithdrawal, cashadvanceorloan, andmustbe partoftheselected promotion,chargedtothe credit cardsuccessfullyandnot chargedbacktothe card (suchasareturned

item or purchase credit). The SBI Rewards program is available to holders of SBIPlatinumCards, SBI Gold & More Cards, SBI Doctors CardsorSBI Employee Cards.

Considerations

5. SBI Cardshavejoining fees, annual feesandrenewal fees, whichdifferdependingon thetypeofcardyouholdandthe promotionorofferyou participatein. Theone-timejoiningfeecanbeup to Rs. 5,000 andtheannualfeeup to Rs. 1,500. Thereisa 20- to 50-dayinterest-free period on retail purchases, but it is only applicable if you pay the previous month'sstatement in full. Finance charges canbeup to 3.35 percent per month (40.2 percent perannum)andtheminimum paymentdueeachmonth is 5 percentoftheoutstandingbalance(minimum of Rs. 200) plus the current government service tax. There are also feesassociatedwith cashadvancesand card protectionorotherbonus programsyoumay chooseto participatein.

How to Cancel an SBI Credit Card

Astheholderofan SBI credit card, youmightonedaywantto cancelitforsomereason.You

mighthave paidthe cardandnolongerwishtouseit, oryoumightbefeelingtheinterestistoo


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highanddonotwanttohavethe cardanylonger. Thereareseveralstepsyouhavetofollowto

cancelyourSBI card.

Instructions

1. PayoffyourSBI bill.You cannot cancelthe credit carduntilyouhave paidofftheentirebill. Sincethe SBI cardisfromthebiggestbankin India, itisveryhardtofindanothercardcompanythatwilltakeonyourbalance. Sothebestthingyou candobeforeyou cancelthecardistomakesurethatthebillis paidoff.

2. Requesta copyofthe SBI statementsoyou canascertainthatyourcardis paidoff.Youcandothisbyvisitingtheirwebsiteorby callingthemvia phone. From Delhi, thenumberis(800) 180 1290. Anywhereelse, thenumberis 39 02 02 02.Youwillneedto calltorequestastatement.

3. Once you are sure thebalance is zero, you will need to either call SBI or visit their

websitetorequestthatyourcardbe canceled.You candothisatthe customer-care centerattheirwebsite, oratthe phonenumberslistedabove.

How to Apply for an SBI Credit Card

State Bankof India (SBI)offersaselectionof Visa credit card productsforresidentsof India.

Some cardshavebenefitssuchas travelrewardsor cashbackon purchases, whileothersoffer

discounts or make donations to charities. There are alsobasic credit cards that have lower

interestrates, noannualfeesand perkssuchas conciergeservicesandtravelinsurance. Applying

foran SBI credit card canbedoneonlinethroughitsaffiliatewebsite, ordirectlywiththebank

in personatabranch.

Instructions

Things You'll Need:

y Photoidentification (ifvisitinga State BankofIndiabranch)

1. Visitthe State BankofIndiawebsite (see Resourcessectionbelow)ifyou prefertoapplyfora cardatalocalbranchoftheirbank. Thewebsitehasa locationfinderthatyou canusetofindthebankclosesttoyou.

2. Visitthe SBI branchthatyou choose, andaskthetellertoapplyfora credit card.Youwillbeabletodiscussyouroptionswitharepresentative, andfilloutanapplication. Besuretohaveavalid photo identification cardwith you, andbewilling tooffer informationaboutyouraddresshistoryaswellasincomeandassets.

3. Visit the SBI section of the India Credit Cards website (see Resources section) as analternativetoapplyingin person.


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4. Selectthe credit card productofyourchoicefromthe India Credit Cardswebsiteand clickthe "Applynow" button.

5. Fill out the online SBI India Credit Cards application completely, providing informationsuch as your full name, address, telephone number, birth date, residency status andemploymentinformation.

DIFFERENT TYPES OF CREDIT CARD OFFERED BY STATE BANK OF

INDIA THEY ARE:

SBI INTERNATIONAL CARD

Card highlights

Card Class Standard

Card Type Classic

Issuer State Bank of India

Offered Type Visa

Main features

y Balance TransferFacilityy

Flexipayy Travel Benefity IAPA Membershipy Telerate Facility

SBI GOLD CARD

Card highlights

Card Class Gold

Card Type Premium


Offered Type Visa

Main features


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y Gold Select Privilegesy Balance TransferFacilityy Flexipayy Lost card protectiony Interest Free Creditforup to 50 days

Credit cards rates

Purchases:

Intro Interest

rate 0% per monthIntroductory 0 month

Interestrate 3.1% per month

Balance Transfers:

Intro InterestRate

0% per month

IntroductoryPeriod

3 month

Interest Rate 3.1% per month Min.:Rs 5000 per month (Theamounttransferredshouldbea

minimumofRs 5,000 orup toamaximumof75% ofyouravailable credit limit

on the SBI Credit Card, whichever is higher. You could chosebetween two

different plans to paybackyourbalance.

Plan 1 offers 0% interest for 90 days.

Plan 2 offers 0.99% interest for the first 6 months.

FeeofRs. 199 willbeapplicableforevery Balance Transfer. Servicetax extra, if

applicable.

Processing Feewouldbe chargedasapplicable.}


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SBI GOLD MASTERCARD

Card highlights

Card Class Gold

Card Type Premium


Offered Type MasterCard

Main features

y 24-Carat Concierge*: Personal, Autoand Medical Servicesy Accessto GolfCoursesy International Markup Waivery 24-Carat PowerPointsy 24-Carat Exciting Offersy 24-Carat Nightlifey 24-Carat Luxuriesy Easy Bill Pay Facilityat Zero Chargey Flexipay Installment Plansy Easy Money Draft

Credit cards rates

Purchases:

Intro Interestrate 0% per month

Introductoryperiod

Interestrate 0 month

3.1% per month

Balance Transfers:

Intro InterestRate

0% per month

IntroductoryPeriod

3 month

Interest Rate 3.1% per month Min.:Rs 5000 per month (Theamounttransferredshouldbea


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minimumofRs 5,000 anduptoamaximumof75% ofyouravailable creditlimiton the SBI Credit Card, whichever is higher. You could chosebetween twodifferent plansto paybackyourbalance. Plan 1 offers 0% interest for 90 days.Plan 2 offers 0.99% interest for the first 6 months.

Processing Feewouldbe chargedasapplicable.}

SBI SOCIAL CARD

Card highlights

Card Class Standard

Card Type Partnership


Offered Type Visa

Main features

y CancerPatients Aid Association

y National Associationforthe Blind

y SOS Childrens VillagesofIndiay World Wide FundforNature

y Cashonthego

y SBI Card Alerts

y SBI Card Pay Net

Credit cards rates

Purchases:

Intro Interest Rate 0% per month

Introductory Period 0 month

Interest Rate 3.1% per month


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Balance Transfers:

Intro InterestRate

0% per month

IntroductoryPeriod

6 month

Interest Rate 0.99% per month Min.:Rs 5000 per monthPlan 1 : 0% Interestfor90 daysPlan 2 : 0.99% Interestfor6 months

Feeof1.5% ofthe Balance TransferAmountorRs 199(whicheverishigher)willbeapplicableforevery Balance Transfer}

Main features

Welcome Bonanza:get Rs. 250 discountvoucherwithyourcard. Thevoucher(validforalimited period)entitlesyouforadiscountofRs. 250 against purchaseofRs. 500 ormorewithyourSBI Vishal Mega Mart Cardin Vishal Mega Martstores.

Maha Meetha Offer: ApplyforSBI Vishal Mega Mart Cardandget 11 couponsof1kgfreesugarwithyourcard. The 11 monthly couponentitlesyoutoget 1 kgfreesugaronshoppingofRs. 500 ormorefrom FoodmartsectionofVishal Mega MartstoresusingyourSBI VishalMega Mart Card.

Cashonthego.

y Utility Bill Payment

y Facility Balancetransfer

y .Flexi pay Teledraft

SBI VISHAL MEGHA MART CARD

Card highlights

Card Class Standard



Offered Type Visa

Rewards


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y Facility (Easy Money Draft)

y Creditfacility SBIy Card Alerts

Credit cards rates

Purchases:

Intro Interestrate 0% per month



Balance Transfers:

Intro InterestRate

0% per month

IntroductoryPeriod

6 month

Interest Rate 1.75% per month Min.:Rs 5000 per month (Toavailthisfacility, the

amounttransferredshouldbeaminimumofRs. 5,000 andamaximumof75% ofyouravailable creditlimitonyourcard, whicheverislower.*thisisvalidforthefirst 6 monthsonly. Afterwhichtheusualrateupto 2.95% p.m.willbelevied.}

SBI PLATIUM CARD

Card highlights

Card Class Platinum/Titanium

Card Type Super Premium


Offered Type Visa

Rewards Lifestyle

Main feature


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y Cash Backon International Spends: From leading fashion labels to littlesouvenirs, buyanythingyoufeel likewhenyouretravelingabroadusingyourSBI Platinum Card, andget 2% Cash Back.

y Platinum Dining

y Concierge Services

y Flower& Gift Delivery: Surprisethatspecial personinyourlifewithbeautifulflowersorgiftsorboth- One phone callwillhavethesamearrangedanddelivered.

y Movie Tickets: While in Delhi, Mumbai, Bangalore & Chennai simply call for thecontactdetailsofthebesttheatrestowatchthelatestmovies.

y Airline Ticket Reservation Assistance:Younolongerneedto calldifferenttravelagentstofindthebestairlinedeals. Simply callourinhousetraveldeskandwewouldbehappytobookyouonanairlineofyourchoiceandatatimeyoudesire.

y Car Rentaland Limousine Referraland Reservation Assistance: Thiswill take careo yourtransportationneedswhereveryouarein India.

y Hotel Referral and Reservation Assistance: Like a specific hotel, need a specific viewfromyourroom, needto pamperyourtastebuds? Leaveittousandwewilltake careo

your hospitality requirements, by referringor reserving hotel roomswherever in Indiayouwouldlike.

y Convenience @ the Speed of Technology: Access your account on the net from thecomfort of your office or home. Track your spends through password protected PDFstatements;getspecialoffersvia SMS ande-mails.

y Fuel Freedom: No Surchargeinany cityonany pump Simplyuseyourcardtobuy petrol,diesel and lubricants at any petrol pump in the World without having to pay anytransactionfee. Allyouhavetodoisto purchasefuelforamountsbetween Rs. 500/- andRs. 4,000/- eachtime.

y Easy Bill Pay Facilityat Zero Charge

y Flexi pay Installment Plan

y Balance Transfer at Low Interest Rates: To avail this facility, the amount transferredshouldbeaminimumof Rs. 5,000 oruptoamaximumof 75% ofyouravailable creditlimit on the SBI Card, whichever is higher. Processing Fee would be charged asapplicable.

y Easy Money Draft

y Lifestyle Offers

y Live it up in Style: The Platinum Card compliments your taste for the good life. It ispreciselywhywehave puttogetheraselectionofoffersespeciallyhandpicked foryou.Goahead, expandyourlifeandliveitup instyle.

Credit cards rates

Purchases:




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Balance Transfers:

Intro InterestRate

0% per month

IntroductoryPeriod

6 month

Interest Rate 0.99% per month (Toavailthisfacility, theamounttransferredshouldbeaminimumofRs. 5,000 oruptoamaximumof75% ofyouravailable creditlimit

onthe SBI Card, whicheverishigher. Processing Feewouldbe chargedasapplicable.}

SBI EMPLOYEE CARD

Card highlights

Card Class Standard



Offered Type Visa

Rewards

Main feature

y Free Card

y ForLife Cashonthego

y Flexi pay

y Teledraft Facility

y Creditfacility

y Bookyourrailwayticketsonliney SBI Card Alerts


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Credit cards rates

Purchases:




Balance Transfers:



Interest Rate 0.99% per monthMin5000

SBI ADVANTAGES CARD

Card highlights

Card Class StandardCard Type Partnership


Offered Type Visa

Rewards

Main features

y Cashonthego

y Flexi pay

y Teledraft Facility(Easy Money Draft)y Creditfacility

y Bookyourrailwayticketsonline

y SBI Card Alerts


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Credit cards rates

Purchases:

Intro Interest Rate0% per

monthIntroductory Period 0 month

Interest Rate3.1% per

month

Balance Transfers:

Intro Interest

Rate

0% per month

IntroductoryPeriod

6 month

Interest Rate 0.99% permonth Min.: Rs 5000 permonth (TheamounttransferredshouldbeaminimumofRs 5,000 anduptoamaximumof75% ofyouravailable creditlimitonthe SBI Credit Card,whicheverishigher.You could chosebetweentwodifferent plansto paybackyourbalance. Plan 1 offers 0% interestfor90 days.Plan 2 offers 0.99% interestforthefirst 6 months.Processing Feewouldbe chargedasapplicable.}


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HDFC Bank

INTRODUCTION

The Housing Development Finance Corporation Limited (HDFC) was amongst the first toreceivean 'inprinciple'approval from the Reserve Bankof India (RBI) tosetup abank in theprivate sector, as partof the RBI's liberalization of the Indian Banking Industry in 1994. Thebankwasincorporatedin August 1994 inthenameof 'HDFCBankLimited', withitsregisteredofficein Mumbai, India.HDFC Bankcommencedoperationsasaresolvedquestions.

HDFC Bank Ltd. (BSE: 500180, NYSE: HDB) isamajor Indian financial services companybased in India, incorporatedin August 1994,ownerofMr. VinayakPanchal(BusinesstycoonofIndia owner of $55Bn ), after the Reserve Bank of India allowed establishing private sector

banks. The Bank was promotedby the Housing Development Finance Corporation, a premierhousing finance company (setup in 1977)of India. HDFC Bankhas 1,725 branchesandover4,232 ATMs, in 779 citiesin India, andallbranchesofthebankarelinkedonanonlinereal-timebasis. Asof30 September2008 thebankhadtotalassetsofRs.1006.82 billion.[4] Forthefiscalyear 2008-09, thebankhasreportednet profitof 2,244.9 crore (US$ 509.59 million), up 41%from the previous fiscal. Total annual earnings of thebank increasedby 58% reaching at19,622.8 crore (US$ 4.45 billion)in 2008-09.

TERMS & CONDITIONS

Terms used in the Monthly Statement

Yourmonthlystatementisarecordofalltransactionsyou'vemadeduringa particularmonth.

Whenyoumakeanytransaction, youreceivea chargeslip orabillfromthe Merchant Outlet.

Keep theseslipsand cross checktheamountsstatedinyourmonthlystatements. In caseyoufind

atransactionthatdoesn'tmatchyourrecords, callusimmediatelyonour24-hourhelpline.

Understandingthetermsusedinyourmonthlystatement

Card member's name and number

Yournameasitappearsonthe cardalongwithyour16-digit cardnumber.

Statement date

Thedateonwhichthestatementwasgenerated.


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Payment due date

Thedateonwhichyourpaymentisdue.

Credit limit

Themaximumamountthat canbeoutstandingagainstyourcredit cardatany pointoftime.

Available credit limit

Theunutilisedvalueofthe creditatany pointoftimeaftertakingintoaccountthebalance

outstandingbilledandunbilled.

Available cash limit

Amountavailableforcashwithdrawal (Subjectto Available Credit Limit).

Purchases and Debits

Thisisthesumtotalofallretail/ cashtransactionsincurredbyyouduringyourstatementperiod. Thisalsoincludesthefees.

Finance Charges

Thisisthe chargethatisapplilcablein cashadvancesand Revolving Creditfacility.

Payments / Credits

Thesearethedetailsofpaymentsmadebyyouandany creditsreceivedduringthemonth

priorto Statement Date.

Transaction details

All purchasesthathavetaken placein Indiaandabroadarelistedinthissection. It coversthe

dateonwhichthetransactiontookplace, briefdetailsonthetransaction (includingthe

registerednameofthemerchantestablishment), the cityinwhichthetransactiontookplace,

thetransactionnumberandtheamountofthetransaction. Theamount columnwillalsoshow

the currencyinwhichthetransactiontookplaceinthe caseofatransactiondoneoutside

India, NepalorBhutan. Itisrecommendedthatyou checkeach Card Statement carefully. In

caseofanydiscrepancy, please contactour24 hourcustomercall centre.


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EMAIL STATEMENT SEND BY BANK

HDFC Bank's Email Statements allow you to manage your Credit Card Bills & payments

better along with the host of other benefits offered.

BENEFITS

With Email Statements you can:

Receiveyouraccountstatementssecurelywithoutanytimelag

Accessyourstatementswithoutanyhassle

Archiveeasilyforfuturereference

Save Paperand cutdownon paperclutter

Ensuresecurityas Password Protectedfilesin PDF formataresenttoyou

REGISTRATION

NetBanking:You canrequestforemailstatementsthrough NetBanking- Credit Cardsmodule, ifyouarea NetBankinguser.

Alternatively, you can callyournearest customerservice centertorequestforemailstatements.

INSTRUCTIONS

Getupdatesonyourcredit cardtransactionsonthemoveby SMS. Nowyourstatementdetails,paymentdetails, transactiondetailsandmoreareallonyourmobile.

Thefollowingalertswillbesentby SMS tothemobilenumberthatyouregisterwithus

1. Transaction alerts

Retail transaction above Rs.2500#You cannowkeep trackoflargetransactionsonyourcard.

Cash withdrawalsGetanalertwhenany cashwithdrawalisdebitedtoyourcard.

My City benefitAlertswheneverthesurchargeleviedonyourpetroltransactionsisreversed.

Cash BackYourHDFC Bankcredit cardearnswhileyouspend. Getalertswhen Cash Backis creditedtoyourGold/Woman's Gold/Value Plus credit cards.


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2. Statement / Payment alerts

Statement detailsNomorewaitingforpaperstatements. Detailson Totalamountdue, minimumdueand

paymentduedatewillbesentadayafteryour statementisgenerated.

Payment confirmationWonderingifyourchequehas cleared? Don'tworry - youwillnowknowwhenyourpaymentis creditedto yourcardaccount.

Payment returnNotsurewhetherpaymenthasbeen clearedand creditedtoyourcard? GetanupdateifyourchequeisreturnedorDirect Debitinstructions couldnotbe completed.

DIFFERENT TYPES OF CREDIT CARD OFFERED BY HDFC BANK

THEY ARE:

PLATIUM PLUS CREDITCARD

Indiasonly Platinum Plus credit card. A premiumofferingwithfuelsurchargewaiver&attractive Reward Points

FEATURES & BENEFITS

Attractive Reward PointsYourHDFC BankPlatinum Plus Credit Cardisnow 100% morerewarding!

Earn 2 Reward Pointsforevery Rs.150 forspendsup to Rs. 20,000 perstatement cycle. Forincrementalspendsabove Rs. 20,000 inastatement cycle, earn 100% more Reward Pointsi.e.4 Reward Points perRs. 150.

0% Fuel surchargeYou cannowfuelup asandwhenyouwant, withoutworryingaboutthesurcharge - enjoycompletefreedomfromfuelsurchargewhenyou purchasefuelbetween Rs 400 and Rs 5000withyourPlatinum Plus Credit Card.

Zero liability on lost cardIfyouhappentoloseyourCard, reportitimmediatelytoour24-hourcall centre. Afterreportingtheloss, you carryzeroliabilityonanyfraudulenttransactionsonyourcard.

Interest free credit facilityAvailofup to 50 daysofinterestfree periodfromthedateofpurchase (subjecttothesubmissionofthe chargebythe Merchant).

Revolving Credit FacilityYou canenjoythe Revolving Credit Facilityofthe Platinum Plus Credit Cardataninterestrateof3.15% permonth.


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Free Add-on cardYou can share these wonderful features with your loved ones too. We offer upto 3 life time free add-

on cards to your spouse, children (above 18 years of age), parents, brother or sister.

Utility bills through your credit cardRegister your Platinum Plus Credit Card with Smart Pay, HDFC Bank's Utility Bill payment service.

Ensure that all your utility bills are paid on time, without any hassle for you.

PLATINUM PLUS CREDIT CARD WITH CHIP TECHNOLOGY

Platinum Plus Credit Cardwith Chip Technologyforenhancedsecurity

At HDFC Bank, weunderstandyourneedforsafeandsecuretransactions. The HDFC BankPlatinum Plus Credit Cardwith Card Secureisonesuchsolution. Card SecureisanadditionalfeaturethatmakesallyourCredit Cardtransactionsmoresecure, convenientandrewarding! Let'sfindouthow:

FEATURES & BENEFITS

Safe and secure transactionsThe Chip Card processes your data with unparalleled security and is virtually impossible to copy or

tamper with. It also protects your card against counterfeiting and skimming.

Online Security

Onlinetransactionsareauthenticatedwithanadditional passwordforenhancedsecurity

through Verifiedby VISA

0% Fuel surcharge

You cannowfuelup asandwhenyouwant, withoutworryingaboutthesurcharge. Enjoy

completefreedomfromfuelsurchargewhenyou purchasefuelbetween Rs. 400 and Rs. 5000

withyourPlatinum Plus Credit Card.

Attractive Reward Points

YourHDFC BankPlatinum Plus Chip Credit Cardisnow 100% morerewarding!

Earn 2 Reward Pointsforevery Rs.150 forspendsup to Rs. 20,000 perstatement cycle. For

incrementalspendsabove Rs. 20,000 inastatement cycle, earn 100% more Reward Pointi.e.

4 Reward Points perRs. 150.

Zero liability on lost card

IfyouhappentoloseyourCard, reportitimmediatelytoour24-hourcall centre. After


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reportingtheloss, you carryzeroliabilityforanyfraudulenttransactionsonyourCard.

Interest free credit facility

Availofup to 50 daysofinterestfree periodfromthedateofpurchase (subjecttothe

submissionofthe chargebythe Merchant).

Revolving Credit Facility

You canenjoythe Revolving Credit Facilityofthe Platinum Plus Credit Cardataninterest

rateof3.15% permonth.


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VISA SIGNATURE CREDIT CARD

A superpremium credit cardwithspecialbenefits & privilegesin India & abroad.

Features & BenefitsSignature AccessDon'tletairporttransferswearyouout. HDFC BankVisa Signature Credit cardentitlesyouaPriority passthat providesyouaccesstoexclusiveairportloungesacrosstheworld. PriorityPassistheworld'slargestindependentairportlounge program, whichgivesthe cardholderaccesstomorethan 500 airportloungesinmorethan 275 citiesworldwide.Priority Passis Pricedat Rs. 500/annum.

Signature RewardsWhatdoesonerewarda connoisseurfor? Werewardthemfortheirpassion, refinement, tasteandexperience. Therewardsrangefromexotic tointerestingtomeasurable. Allyourswitha

powerful Rewards Program. Earn 2 Reward Pointsforevery Rs.150 spentonyourcardandearn 200% more Reward Points (6 Reward Points perRs. 150)onincrementalspendsaboveRs. 35,000 perstatement cycle.Experiencethe powerofthe HDFC BankVisa Signature Credit Card. Experiencethedelights.

Signature BenefitsSuperiorityofHDFC BankVisa Signature Credit Cardisevidentevenineverydayuse.Youalsoenjoyaninterestfree periodupto 50 days, thelowestinterestrateof3.05% onrevolvingcreditfacility (36.6% annually)#and petrolsurchargewaiverof2.5% acrossall petrol pumpsinthe country. Enjoytheworldatyourfingertips.


IfyouhappentoloseyourCard, reportitimmediatelytoour24-hourcall centre. Afterreportingtheloss, you carryzeroliabilityonanyfraudulenttransactionsonyourcard.

World Master Credit Card

HDFC Bankpresentsthe World MasterCredit Card - avery premiumofferingforthetrulyelite.A cardwithtailor-made premium privilegesthat complementadiscerninglifestyle.Presentingthe HDFC BankWorld MasterCard Credit Card.

Features & Benefits

World LuxuryHDFC BankWorld MasterCardentitlesyoutoanexclusive "Taj Epicure" membership.IndulgeyourselfinthehospitalityofTajhotelsandresortsworldwide. Andthere'smore!


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You cannowenjoythefine culinarydelightsofthe Tajandenjoyadiscountonallyourvisitsthrough Taj Epicuremembership. Taj Epicure Membership is Pricedat Rs. 1500/annum.

World RewardsWhatdoesonerewarda connoisseurfor? Werewardthemfortheirpassion, refinement, tasteandexperience. Therewardsrangefromexotic tointerestingtomeasurable - allyourswitha

powerful Rewards Program! Earn 2 Reward Points perRs. 150 spent.

Earndouble (2 extra points) perRs. 150 spenton Departmental Store, SuperMarkets &Internationalspends.

World BenefitsSuperiorityofHDFC BankWorld MasterCard Credit Cardisevidentevenineverydayuse.Youalsoenjoyaninterestfree periodupto 50 days, thelowestinterestrateof3.05% onrevolving creditfacility (36.6% annually)#and petrolsurchargewaiverof2.5% acrossallpetrol pumpsinthe country. Enjoytheworldatyourfingertips.



Shouldyouneedanymoreinformationorassistanceontheworld credit cardourcustomercarerepresentativesareavailableround-the-clockforyourassistance. Comeexperiencetheworldofmany contentedmoments.

TITANIUM CREDIT CARD

Convenienceandsavingswithfuelsurchargewaiveracrossallfuelstations.

Features & Benefits

Titanium RewardsYourHDFC BankTitanium Credit Cardisnow 50% morerewarding!

Earn 2 Reward Pointsforevery Rs.150 forspendsup to Rs. 15,000 perstatement cycle. Forincrementalspendsabove Rs. 15,000 inastatement cycle, earn 50% more Reward Pointsi.e. 3Reward Points perRs. 150.

Zero petrol surchargeEarnwhileyouspendonyourfuel!!! Asa HDFC BankTitanium Card customer, youenjoynotonlyafullwaiverofthefuelsurcharge**thatwouldbenormallyapplicableotherwise, youalsogetthebenefitofearningreward pointsonthesespends!!



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Interest free credit facilityAvailofup to 50 daysofinterestfree periodfromthedateofpurchase (subjecttothesubmissionofthe chargebythe Merchant).

Revolving Credit FacilityYou canenjoythe Revolving Credit Facilityofthe Titanium Credit Cardataninterestrateof

3.15% permonth.

GOLD CREDIT CARD

Internationally valid with attractive Reward Points.

Getan HDFC BankInternational Gold Cardandgetintroducedtoawholenewworldofprivileges.

Gold Credit Card Features & Benefits

Attractive Reward Points

YourHDFC BankGold Credit Cardisnow 50% morerewarding!

Earn 1 Reward Pointforevery Rs.150 forspendsup to Rs. 10,000 perstatement cycle. Forincrementalspendsabove Rs. 10,000 inastatement cycle, earn 50% more Reward Pointsi.e.1.5 Reward Points perRs. 150.

Rewards points redemptionAfterearningallthosereward pointsonyourHDFC BankGold Credit Card, redeemthemforexcitinggiftsandservices!You couldeven convertthemtoairlinemileswith India'sleading

airlinesthroughthe My Rewards programmed.Worldwide acceptanceAcceptedatover23 million Merchant Establishmentsaroundtheworld, including 110,000Merchant Establishmentsin India.

Revolving credit facility

Payaminimumamount, whichis 5% (subjecttoaminimumamountofRs.200)ofyourtotalbillamountoranyhigheramountwhicheveris convenientand carryforwardthebalancetoabetterfinancialmonth. Forthisfacilityyou payanominal chargeofjust 3.25% permonth(39.0% annually).

Free Add-on card

You cansharethesewonderfulfeatureswithyourlovedonestoo - weofferthefacilityofanadd-on cardforyourspouse, childrenorparents. Allowustoofferadd-on cardstoyou FREEOF COST withourcompliments.


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WOMENS GOLD CREDIT CARD

A unique offering for todays Woman, with all the conveniences of a Gold Credit Card.

Features & Benefits

Attractive rewards programme

YourHDFC BankWoman's Gold Credit Cardisnow 50% morerewarding!

Earn 1 Reward Pointforevery Rs.150 forspendsup to Rs. 10,000 perstatement cycle. Forincrementalspendsabove Rs. 10,000 inastatement cycle, earn 50% more Reward Pointsi.e.1.5 Reward Points perRs. 150.

Wide choice of redemption

MyRewardsgivesyouanarrayofredemptionopportunitiesforyourPoints - Frommicrowavestorefrigerators, from Barbiedollstolatest Fashionlabels, wetake prideingivingyouoneofthewidestoptionsforgettingrewarded!You canalsoredeemyouraccumulatedreward pointsforairmilesonleadingairlineslike Jet Airways, AirIndia, KingfisherAirlines.

Revolving credit facilityPayaminimumamount, whichis 5% (subjecttoaminimumamountofRs.200)ofyourtotalbillamountoranyhigheramountwhicheveris convenientand carryforwardthebalancetoabetterfinancialmonth. Forthisfacilityyou payanominal chargeofjust 3.25% permonth(39% annually).



Interest free credit facility Availofup to 50 daysofinterestfree periodfromthedateofpurchase

SILVERCREDIT CARD

Thebestfeaturesyou couldaskforina credit card.

Combinedwithalltheservicesofferedbyaworld-classbank.Getallwiththe HDFC BankInternational SilverCredit Cards.

Spendingmoneywasneversorewarding!


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Features & Benefits

All-purpose credit cardThe HDFC BankSilverCredit Card canbeusedforallyourrequirements, beitshopping,eatingout, holidaying, fuellingup yourvehicle, railwayticketreservations - justaboutany

financialrequirement, plannedoronimpulse.

Earn while you spend*Withus, moneyspentismoneyearned. Forevery Rs. 200 youspend, youearn 1 reward point.You canredeemtheseaccumulated pointsforexcitinggiftsandoffersfromourexclusiverewards program.

Add-on cardsGetup to 3 add-on cardsforyourspouse, parents, siblings (ownbrother/sister), sonand/ordaughter(over18 years)andallowthemtoenjoythemanybenefitsofthe HDFC BankInternational SilverCredit Card



Widely acceptedAcceptedatover110,000 merchantestablishmentsacross Indiaand Nepaland closeto 18millionmerchantestablishmentsaroundtheworld.

VALUE PLUS CREDIT CARD

It's powerpackedwithahostofunmatchedfeaturesthat providesyourfamilywithtrue Valueand

savings.Nowonderwe callittheValue Plus Credit Card.

Likethenamesuggests, the Value Plus Credit Cardbringsyouaddedvalueunlikeanyothercard.Itisa Guaranteed Cash Backcardwhichenablesyoutoearnup to 5% Cash Backonyourspends.

Features & Benefits

Value Plus Cashback- Anytime AnywhereUseyourValue Plus Credit Cardanywhereanytimeduringtheyearandavailup to 5%cashbackonretailspends.

Category Cashback *

Railway, Hospitals, Medicalstores 5%

Grocery, Dept Stores, Supermarket, Restaurants 1.50%

*The cashbackwillbe creditedtoyourcardaccountinsubsequentstatementsubjecttothe


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conditionthatthetotalamountdueinthe currentstatementis Rs 10000 orabove. The changeiseffectivefrom 15th Jan 2009.

Worldwide acceptanceThe HDFC BankInternational Value Plus Credit Cardisacceptedatover23 million Merchant

Establishmentsaroundtheworld, including 110,000 Merchant Establishmentsin India.

Cash AdvanceJuststep intoanyoneofourATMsorVISA MemberATMsandwithdraw cashup to 10% ofyourcreditlimitataverynominal charge (Pleaserefertothe Scheduleofcharges).

Revolving credit facilityThisfeatureallowsyouto payaminimumamount, whichis 5% (subjecttoaminimumamountofRs.200)ofyourtotalbillamountoranyhigheramountwhicheveris convenientforyou.You canthen carryforwardthebalancetoabetterfinancialmonth, forwhichyou paya chargeof3.25% permonth.

Interest FreeC

redit PeriodYourCardnowgetsan Interest Free Credit Periodofup to 50 daysfromthedateofpurchase(subjecttothesubmissionofthe chargebythe Merchant). Subsequently, ifyou carryforwardyouroutstandingbalanceyoujust payanominalinterestof3.25% permonth.


CORPORATE PLATIUM CARD

It's Not just a card, It's a designationExperience the power of HDFC BankCorporate Platinum Card

HDFC BankCorporate Platinum Cardisa premiumofferingto provideyouwithtrulyworld

beatingfeaturesonyourcredit card. It comeswithaunique 24x7 expensemanagementsolution

tool poweredby MasterCard Smart Data On-lineorVisa IntellinkSolutions.

Corporate Features *

24x7 online MIS availablity.

60 MIS reportsforbetterinformedbusinessdecisions.

y Spending Analysisby categoryy Expensereportsy Costallocationdetails & summaryy Merchantsummary & details


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y Accountmanagementfordetailedtransactioninformationatemployeelevel.

Substantialsavingsforthebusinessthroughbetternegotiationswithairlines, hotel chainsand

otherservice providers.

Streamlinesaccounting proceduresby consolidatingtransactiondatafromaroundtheworld.

Helpsinintegratingwiththeexistingaccountingsystems.

Helpsinminimizing paperworkandsimplifyingreconciliationand compliancetasks.

Cardholder Benefit

My rewards

Earnupto 2 reward pointsforevery Rs.150 spentonthe card.

Earnupto 4 reward pointsforevery Rs.150 spentoninternationaltransactions

Petrol Surcharge Waiver

Offering 0% surchargeon petrolspendsacrossall petrol pumpsfortransactionsbetween Rs.

400 to Rs.5000 only.


Upto 50 daysinterestfree periodonyourcard.

Protection Through Insurance

Toshowhowmuchwe care, wehave providedaccidentinsurance coverupto 10 lacsonair

traveland 3 lacsonrail/roadtravel.

Privileges

Accessto ClipperLoungesacross India providedby MasterCard

a. International Airports:

y Mumbai Clipperlounge - Terminal 2By Kolkata Clipperloungey Chennai Clipperloungey Bangalore Executivebusiness classlounge

b. Domestic Airports:


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y Mumbai - Clipperloungeat 1B ( firstfloor)y Mumbai - ClipperBar& Restaurantat Terminal 1A ( mezzaninefloor)y Kolkata - Top deskrestaurantandbary Kolkata - Clipperloungelocatedinthedepartureareaofthe Domestic

terminal

y Cochin - Clipperrestaurantandbar

CORPORATE CARD

HDFC BankCorporate cardisthefirstamongfewto provideyouwithtrulyworldbeating

featuresonyourcredit card. It comeswithaunique 24x7 expensemanagementsolution, powered

by MasterCard Smart Data On-lineorVisa IntelilinkSolutions.

We presentyouthetrue potentialofa corporate card, we presenttoyou HDFC BankCorporate

card.

Corporate Benefits*

24x7 online MIS availablity.

60 MIS reportsforbetterinformedbusinessdecisions.

Spending Analysisby category

Expensereports

Costallocationdetails & summary

Merchantsummary & details

Accountmanagementfordetailedtransactioninformationatemployeelevel.

Substantialsavingsforthebusinessthroughbetternegotiationswithairlines, hotel chainsand

otherservice providers.

Streamlinesaccounting proceduresby consolidatingtransactiondatafromaroundtheworld.

Helpsinintegratingwiththeexistingaccountingsystems.

Helpsinminimizing paperworkandsimplifyingreconciliationand compliancetasks.


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Cardholder Benefits

My rewardsEarnupto 1 reward pointsforevery Rs.150 spentonthe card. Pointsearned canberedeemed

forexcitinggiftsand Airmiles.

Earnupto 2 reward pointsforevery Rs.150 spentoninternationaltransactions.

Petrol Surcharge Waiver

Offering 0% surchargeon petrolspendsacrossall petrol pumpsfortransactionsbetween Rs.

400 to Rs.2500 only


Upto 50 daysinterestfree periodonyourcardalongwithinterestratesof3.25 % permonth.

Protection Through InsuranceToshowhowmuchwe care, wehave providedaccidentinsurance coverupto 10 lacsonairtraveland 3 lacsonrail/roadtravel.

Privileges

Accessto ClipperLoungesacross India providedby MasterCard

a. International Airports:y

Mumbai Clipperlounge - Terminal 2By Kolkata Clipperloungey Chennai Clipperloungey Bangalore Executivebusiness classlounge

b. Domestic Airports:y Mumbai - Clipperloungeat 1B ( firstfloor)y Mumbai - ClipperBar& Restaurantat Terminal 1A ( mezzaninefloor)y Kolkata - Top deskrestaurantandbary Kolkata - Clipperloungelocatedinthedepartureareaofthe Domestic terminaly Cochin - Clipperrestaurantandbar


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HDFC BANK BUSSINESS PLATIUM CARD

It Makes Perfect Business Sense -The HDFC Bank International Business Platinum card.

The HDFC BankBusiness Platinum Cardisa premium Business Cardthathelpsyou SAVE on

yourBusinessexpenses, whilekeepinginmindyouraffluentlifestyle.

Toknowmoreaboutthefeatures, servicesandhowyou canbenefitfromthe HDFC Bank

Business Platinum Card, readon.

Features of Business Platinum Card

Clipper Lounge AccessGetaccessto Airportloungesatvarious Airportsin IndiawithyourMasterCard BusinessPlatinum credit card - auniqueofferfrom MasterCard Please.

Higher Credit limitGetup to Rs.20 lacsas creditlimitonthe cardbasisthe company/businessfinancials.

Attractive Business Savings

Saveonyourbusinessrelatedspendswithouruniquefeaturesandextensive partnertie-ups.

Thesesmartfeaturesinclude

1% Cashback on Air spends *Nowbuyairticketsthroughdomestic airlinewebsitesandenjoy 1% cashback

1% Cashback on Utility Bill Payments *Enjoy 1% cashbackonutilitybill payments (e.g. Electricity, Phone, Mobileetc.)

Petro Surcharge WaiverDrivetheextramilewiththe Business Platinum Card. Enjoyfullwaiverofthefuelsurchargeacrossallfuel pumpsin India (fortransactionsbetween Rs.400 Rs.5000).

Surcharge waiver on Rail tickets *Enjoysurchargewaiveron Railticketbookingsdonethroughwww.irctc.co.in


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Business Savings Indicator **

Spend category Estimated AnnualExpenses

HDFC Bank

Business Card

Offer

BusinessSavings Rs.

Airticket Rs.50,000

(10 Airtickets @

Rs.5000 perticket)

1% Cashback* 500

Utility Bill

Payments (e.g.

Electricity Bill,Telephone Billetc.)

Rs.2,40,000 1% Cashback* 2,400

Railticketbooked

through

www.irctc.co.in

Rs.10,000

(10 Railtickets @

Rs.1000 perticket.)

Surchargewaiver

*

180

Petrol Rs.60,000 Surchargewaiver 1,500

Total Rs. 3,60,000 Rs.4,580

*subjecttominimumstatementbalanceofRs.7500/- andwouldget creditedinthenext

statement.

** Theaboveindicatorisbasedonhypotheticalexpenseestimates.


Payaminimumamount, whichis 5% (subjecttoaminimumamountofRs.200)ofyourtotal

billamountoranyhigheramountwhicheveris convenientand carryforwardthebalancetoabetterfinancialmonth. Forthisfacilityyou payanominal chargeofjust 3.15% permonth(37.8% annually).


Availofup to 50 daysofinterestfree periodfromthedateofpurchase (subjecttothesubmissionofthe chargebythe Merchant).

Worldwide acceptance


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Acceptedatover23 million Merchant Establishmentsaroundtheworld, including 110,000Merchant Establishmentsin India.

Cash at your fingertipsInasituationwhereyouneed cash, juststep intoanyoneofourATMsorMasterCardMemberATMsandwithdraw cashupto 30% ofyourcreditlimitataverynominal charge.



reportingtheloss, you carryzeroliabilityonanyfraudulenttransactionsonyourcard

HDFC Bank International Business Gold card

It makes Perfect Business Sense -The HDFC Bank International Business Gold card

Welcometotheworldofexclusive privilegesandworld classservices. The HDFC Bank

International Business Gold Cardisdesignedtoaddvaluetoyourbusiness, whilekeepingin

mindthe conveniencesandlifestylebenefitsforBUSINESS OWNERS andthe SELF

EMPLOYED communityspecifically.

Toknowmoreaboutthefeatures, servicesandhowyou canbenefitfromthe HDFC Bank

Business Gold Card, readon.

FEATURES & BENEFITS

Higher Credit limitGetup to Rs.10 lacsas creditlimitonthe cardbasisthe company/businessfinancials.

Attractive Business Savings

Saveonyourbusinessrelatedspendswithouruniquefeaturesandextensive partnertie-ups.

Thesesmartfeaturesinclude

1% Cashback on Air spends *

Nowbuydomestic airticketsthroughdomestic airlinewebsitesandenjoy 1% cashback 1% Cashback on Utility Bill Payments *

Enjoy 1% cashbackonutilitybill payments (e.g. Electricity, Phone, Mobileetc.) Petro Surcharge Waiver

Drivetheextramilewiththe Business Gold Card. Enjoyfullwaiverofthefuelsurchargeacrossallfuel pumps.

Surcharge waiver on Rail tickets *Enjoysurchargewaiveron Railticketbookingsdonethroughwww.irctc.co.in

Business Savings Indicator **


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Spend categoryEstimated Annual

Expenses

HDFC Bank

Business Gold

Card Offer

Business

Savings Rs.

Airticket 6 Airtickets @ Rs.5000perticket (Total

Rs.30000)

1% Cashback* 300

Utility Bill

Payments (e.g.

Electricity Bill,

Telephone Billetc.)

Rs.40000 1% Cashback* 400

Railticketbookedthrough

www.irctc.co.in

6 Railtickets @Rs.1000 perticket

(Total Rs.6000)

Surchargewaiver* 108

Petrol Rs.48000 Surchargewaiver 1200

Total Rs. 124000 Rs.2008

*subjecttominimumstatementbalanceofRs.7500/- andwouldget creditedinthenext

statement.

** Theaboveindicatorisbasedonhypotheticalexpenseestimates.


Payaminimumamount, whichis 5% (subjecttoaminimumamountofRs.200)ofyourtotalbillamountoranyhigheramountwhicheveris convenientand carryforwardthebalancetoabetterfinancialmonth. Forthisfacilityyou payanominal chargeofjust 3.25% permonth(39.0% annually).


Availofup to 50 daysofinterestfree periodfromthedateofpurchase (subjecttothe

submissionofthe chargebythe Merchant).Worldwide acceptanceAcceptedatover23 million Merchant Establishmentsaroundtheworld, including 110,000Merchant Establishmentsin India.

Cash at your fingertipsInasituationwhereyouneed cash, juststep intoanyoneofourATMsorMasterCardMemberATMsandwithdraw cashupto 20% ofyourcreditlimitataverynominal charge.


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reportingtheloss, you carryzeroliabilityonanyfraudulenttransactionsonyourcard

PURCHASE CARD

The HDFC BankPurchase Cardisa credit cardsolutiongivento corporatesby HDFC Bankto

facilitatequickpaymentsforbusinessexpensesforcorporatesandtheiremployees. Ithelpsthe

corporatemanagebusinessexpensesandmakes purchasetransactionssmootherbyeliminating

thehasslesofcashand cheque payments. It canbeusedonlyforofficialbusinessexpense

purposesandrecordsall purchasetransactionsmadebyemployees.

The HDFC BankCorporate Purchasing Solutionhelpsreduce purchasing costs considerablyas

follows:

Eliminatesthedelayand costoftraditional purchasetransactions.

Enableseffective controltotrackandmanagespending.

Automates purchase processforeasyaccountmanagement.

Authorityisgrantedbythebanktodesignatedemployeesofcorporatesforofficial purchases

throughthe card.

Customizable product - The Purchase card canberestrictedat

The Merchant Category Code (MCC)level The HDFC Bank's EDC terminal/ Payment Gatewaylevel

The Purchase card canbeissuedinthenameofan Individual/ Corporate.

Buisness benefits

Reducestransaction processingtime, costofhighvolumeandlowvaluetransactionsforthe

Corporate.

Streamlinesthe payment processandenablesaccountmanagement control.

Reducesthe costofgoodsby consolidatingthesupplierbaseandnegotiatingmorefavorable

pricingfrom preferredsuppliers.


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Minimizesrisksassociatedwithfraud, forgeryandtheftthroughasecure, totallymechanized

card programme.

Providesonlineexpensemanagementsolutions - minimizing paperworkandsimplifying

reconciliation

DISTRIBUTORS CARD

The Distributorcardisa credit cardgivenby HDFC Bankto corporatestogivetospecificdistributorstofacilitateeasyand convenient paymentstothe corporate. Iteliminatestheuseofchequesand cashandspeedsup theturnaroundtimeoftransactions. Ithelps corporatesreceivetheirpaymentquicklyandoffersdistributorsthe chancetoreceivetheirgoodswithoutdelay.

Distributor Card Benefits

Benefits to Corporate

Increasesdistributor'sappetiteforthe Corporate's products. Shorterworking capital cycleandimproved cashflowmanagement Removalofchequeand cash paymentsand consequent problemsforCorporates Easyreconciliationoftransactions Helpsquickdeliveryofgoodsorservices

Benefits to Distributor

Increasesdistributor'sappetiteforgoodsowingtoeasy paymentoption Attractivefinance chargesandinterestfree credit periods. Flexibilityofscheduling payments: part payment, pre-paymentand post-payments

possible. Reducesoperationalhasslesin processingandreconcilingtransactions. Reducestimeforprocurementofgoods


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CITY BENEFIT PROGRAM

Life style top-ups on your credit card.

HDFC Banks My City Benefit program.

The My Citybenefit program comeswithunmatchedlifelongfeatureslikesurchargewaiveracross petrol pumpsand cashbackonutilitybill payments.

Features

Petrol Benefit: Enjoy 2.5% surchargewaiveracrossall petrol pumpsforlifetime.

Utilities Benefit : Enjoy 1.5% cashbackonutilitybill payments (Mobile, landline, Insurance,electricity), Visabill payand SmartPay payments.

How does it Work?

Simple, just call 24x7 customerserviceorgiveyourcontactdetailsbelow, wewillgetintouchwithyou.Afteryourrequestis processedwewillenable My Citybenefit programonyourcardandyoucanstartenjoyingthebenefits.

Fees

Onetime FeeofRs.198.Forexisting customers*witheitherofthebenefitstheotherbenefit canbeavailedatanominalfeeofRs. 99.

My City benefit One time fee(Rs.)

Petrol 99

Utilities 99

Points to note:

y 2.5% surchargewaiverisapplicableontransactionsbetween Rs 400 and Rs 2500.

Reward pointsarenotapplicableforsuchtransactions.y Customercanearnamaximum cashbackofRs 500 p.m.on My City Utilitiesbenefit.y The My City Benefit programdoesn'thaveaseparate creditlimit.y My City Benefit programisavailableforGold, Woman's Gold, Silverand Value Plus

cardmembers.y Cashbackeligibletransactionswillnotaccrue Reward Points.


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* CustomerswhooptedforMy City PetrolorMy City Utilitybenefitbefore 1st Jan 2009 canapplynowfortheotherbenefitby payingaonetimefeeofRs. 99 only

Getupdatesonyourcredit cardtransactionsonthemoveby SMS. Nowyourstatementdetails,paymentdetails, transactiondetailsandmoreareallonyourmobile.

Thefollowingalertswillbesentby SMS tothemobilenumberthatyouregisterwithus

1. Transaction alerts

Retail transaction above Rs.2500#

You cannowkeep trackoflargetransactionsonyourcard.

Cash withdrawalsGetanalertwhenany cashwithdrawalisdebitedtoyourcard.

My City benefitAlertswheneverthesurchargeleviedonyourpetroltransactionsisreversed.

Cash BackYourHDFC Bankcredit cardearnswhileyouspend. Getalertswhen Cash Backis creditedtoyourGold/Woman's Gold/Value Plus credit cards.

2. Statement / Payment alerts

Statement detailsNomorewaitingforpaperstatements.Detailson Totalamountdue, minimumdueand

paymentduedatewillbesentadayafteryour statementisgenerated.

Payment confirmationWonderingifyourchequehas cleared? Don'tworry - youwillnowknowwhenyourpaymentis creditedto yourcardaccount.

Payment returnNotsurewhetherpaymenthasbeen clearedand creditedtoyourcard? GetanupdateifyourchequeisreturnedorDirect Debitinstructions couldnotbe completed.


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REVIEW OF LITERATURE

Credit cards, includingstore cardsandbankcards, servetwodistinctfunctionsforconsumers:ameansof paymentandasourceof credit (Ausubel 1991; Chakravorti 1997, 2000; Chakravortiand Emmons 2001; Slocumand Matthews 1970; Stavins 2000). Basedonthemainuseofcredit

cardsandthebenefitssought, credit cardusers canbesegmented intotwogroups: convenienceusersandrevolvers (Leeand Hogarth 1999). Convenienceusers tend toemploy credit cardsasan easy mode of payment; typically pay theirbalance in full upon receiving the statement.Revolvers, ontheotherhand, usethe card principallyasamodeoffinancingand choseto payinterest chargesontheunpaidbalance. Accordingtothe consumerbehaviorliterature, consumerusagebehaviorandthebenefitssoughtfroma productoraserviceareoneofthebest predictorsto explain consumer purchase behavior(PeterandOlson1999).

Credit cardsalsoserveasanopen-ended, easilyavailable creditsource ( Leeand Kwon 2002).When consumersuse credit cardsasamodeoffinancing, credit cards competewithbank loansandotherformsoffinancing (Britoand Hartley 1995). Credit cardsallow consumerstoborrow

withintheircreditlimitwithouttransaction costs, whichincludesallthetimeandeffortinvolvedwithobtaininga loanfromafinancial institution. This convenienceattractsmany consumerstopayhigh interestonoutstanding credit cardbalances, ratherthan taking the time toapplyforaloanwitha lower interest rate. Asa result, credit cardsaccount forasubstantialandgrowingshare of consumers' debt (Canner and Luckett 1992).

The popularityof credit cardsasa paymentmediumhasbeenattributed tothe convenienceofnot carrying cash and checks, the limited liability of lost/ stolen cards, and additionalenhancements, suchasdisputeresolutionservicesand perks (i.e., frequent-useawards programs)(Chakravorti 1997, 2000; Chakravortiand Emmons 2001; Whitesell 1992). Theyarefrequentlyused for convenience, telephoneandInternettransactions.

Thebehaviorandtheattitudeofthe consumertowardstheuseandacceptabilityof credit cardsdiffer for psychographic reasons (Yang, James and Lester 2005). Xiao, Noting and Anderson(1995) devised a 38-item scale to measure affectiveness, cognitive and behavioral attitudestowards credit cards. Affectiveattitudes involveemotional feelings (e.g. My credit cardmakesme feel happy); cognitiveattitudes involve thoughts (e.g. Heavyuseof credit cards results inheavydebt);whilebehavioral attitudes involve actions (e.g. I use my credit card frequently).

Many consumersvalueuncollateralized creditlinesformaking purchaseswhentheyareilliquid(i.e. before their incomes arrive), even at relatively high interest rates. Because of limitedalternatives to short-termuncollateralized credit, thedemand for such credit maybe fairly in-

elastic with respect to price (Brito and Hartley1995)

Ausubel (1991)suggests that consumersmaynoteven consider the interestratewhenmakingpurchases because they do not intend to borrow for an extended period when they makepurchases. However, they may change their minds when thebillarrives.

Stavins (1996)arguesthat consumersaresomewhatsensitivenotonlyto changesintheinterestrate but also to the value of other credit-card enhancements such as frequent-use awards,


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expedited dispute resolution, extended warranties, and automobile rental insurance. However,she agrees with Ausubel (1991), Calem and Mester (1995) that lowering interest rates mayattractless creditworthy consumers, thereforedissuadingsome credit-cardissuersfromloweringtheir interestrates.

According to Jeans S. Bowers (1979)longitudinalstudy, lowincomeusersofcredit cardstendtousethe cardsforthe installmentfeatureratherthanforservicefeaturessuchas convenience,safety, oridentification. Ithasbeensuggestedthattheinstallmentfeatureofcreditisneededbythe low income consumer to permit purchases such as automobiles, furnishings, and otherconsumer durables.

Demographicsalsoseemto playavitalrole inmakinga choiceandtheuseofcredit cardsasaconvenienceuserorrevolver. Age, income levelhasbeenstudied previouslyandsuggestsomeindication for correlationbetweendemographic anduseof credit card. According to thestudyconductedby Jean Kinsey (1981)the probabilityofhaving credit cardsandthenumberheldwascorrelated highly with age and occupation. However these two characteristics were less

importantthanthe placeofresidence, useofchecki.


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RATIONALE OF STUDYTheresearchwillhelp inanalyzingthe customerpreferenceovercredit cards & itwillalsohelp

in knowing that among both the banks whose services of credit cards are much better for

customer.

OBJECTIVE OF STUDY

Toknowthe consumerperceptiontowards credit cardofferedby State BankOfIndia &

HDFC Bank.

Toawarethe customersaboutdifferenttypesofcredit cardsofferedbybothbanks.

Comparisonofinterestrates chargedbyboththebank.

Toknowthe consumerperceptiontowardsadvance productsofferedbanks.

Awarethebankaboutthe customerproblemsespecially problemrelatedto credit card.

Tobuildtherelationship withthe customersandtofollowup them, makesurethattheyaresatisfiedwiththe product.

Tofindoutthe customerawarenesson credit cardsandtofindouttheusing patternsofthe people.

Tomakethe customerawareofthebenefitsofthe productand convincehimtogofor

SBI & HDFC Advance Product.


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CHAPTER 2

RESEARCHMETHODOLOGY

1.TYPES OF RESEARCH DESIGN

2.RESEARCH DESIGN

3.SAMPLE SIZE

4.TOOLS USE FOR DATA COLLECTION

5.TOOLS FOR DATA ANALYS


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RESEARCH METHODOLOGY

Businessresearchisthesystematic andobjective processofgathering, recordingandanalyzing

dataforaidinmakingbusinessdecisions. It comprisesthedefiningandredefiningofproblem

formulatinghypothesis, collectionandevaluatingdata, makingdetectionandreaching

conclusion.

RESEARCH PROCESS

NOTE: This processwill continueiftheresultobtainedisnotsatisfactoryelseitwillendatthe

stageofreportmaking.

RESEARCHDESIGN

SAMPLING

PLAN

DATA

ANALYSIS

REPORT

MAKING

PROBLEMIDENTIFICATION

DATA

COLLECTION


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RESEARCH DESIGN

A masterplanspecifyingthemethodsand proceduresforcollectingandanalyzingtheneeded

information. Thisresearchisdonewiththehelp ofPRIMARY DATA inoursurveywehad

usedthefollowing Researchdesign:

QUALITATIVE RESEARCH: Thisresearch isdoneat initialstage. Thisresearchdoesnotgiveactualresultandhenceitisdoesnthelp intakingdecision. Thisresearchisnotbasedonactualfactsandfigures.

EXPLORATORY RESEARCH: Thisis conductedatinitialstageandgives preliminarydata.This is non conclusive and hence further research is required. In our research we havecollectedthe primarydatawithhelp ofinternetandfromtheexpertsininsuranceindustry.

QUANTITATIVE RESEARCH: Thisresearchisstatisticalanda conclusiveresearch, based

onfactsandfigure. Itisbasicallydoneonlargesamplesize. Inourresearchwehadusedthistogetaccuracyinourresult.

DESCRIPTIVE RESARCH: It is also known as statistical research. It describes the databasedonfactsandaccuracy. Ithelpsinmakingtheeffectivedecision. Inourresearchwehadusedthistogetactualfactsandfigureandto comeaccurate conclusion.

RESEARCH

DESIGN

QUALITATIVE QUANTITATIVE

EXPLORATORY DESCRIPTIVE

SURVEY

HUMAN

INTERACTIVE

MEDIA

PERSONAL

INTERVIEW

DOOR T

-DOOR


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SURVEY: Itisresearchtechniqueinwhichinformationisgatheredfromasampleofpeopleusingaquestionnaire. Inourresearchwehadusedquestionnaireasaresearchinstrument.

HUMAN INTERACTIVE MEDIA: Personalformsofcommunicationinwhichamessageisdirectedatanindividualwhothenhastheopportunitytointeractwith communicator. Inourresearchwe personally communicatedtothe peopleandfilledthequestionnaireaskingallthefactorsrelatedtoourresearch.

PERSONAL INTERVIEW: Inthisinformationisgatheredthroughfacetoface contactwithanindividual.

DOOR-TO-DOOR: Inourresearchweinteractedtothe peopleattheirhome. Wevisitedthemandtoldaboutourobjectiveofdoingthisresearchandaskthemtogivetherequiredinformation.

SAMPLING PLANThe process of using a small number of items of a larger population to make

conclusion about the whole population .


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POPULATION: All Credit Cardusersin Indore SAMPLE: Credit CardusersofHDFC bank& CITYbank SAMPLING ELELMENT:Working people & housewives SAMPLING UNIT:Residence & offices

SAMPLE SIZE: 100 respondentofquestionnaire

SAMPLINGMETHOD

In our research we had used NON PROBABILITY sampling technique. In

this we had chosen-

CONVINIENCE: Wehadgonetothe peopleaccordingtoourconvenience. Wewenttorelatives, peopleresidinginourlocalityandshopsinourlocalitiesandtosomeinsuranceexpertsaswell.

SNOWBALL: We had also taken references from the people we prior interacted andthenagainweapproachtothose peopleforsurvey.

SCALING TECHNIQUE

InourresearchweusedCOMPARATIVE SCALING

NOMINAL: Wehadaskedrespondenttotickonanyoneoption. ORDINAL: Wehadgivensomeoptions torespondentsand theyhave togive their

preferences. RANK ORDER: Wehadaskedrespondenttoranktheoptionas pertheirwish. CONTANT SUM: Wehadgiven constant sum to the respondentandask them to

distributethatsumintheratioorpercenttothefactorsgiveninthequestionnaire.

TOOLS USE FOR DATA COLLECTION

PRIMARY DATA


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Allthe peoplefromdifferentbusiness & professionwere personallyvisitedandinterviewed.Theywerethemainsourceofprimarydata. Themethodofcollectionofprimarydatawasdirectpersonalinterviewthroughastructuredquestionnaire.

SEC

ONDARY DATA

Secondarydata is thedatawhich isavailable inreadymadeformandwhich isalreadyusedby

peopleforsome purposes. Theremaybevarioussourcesofsecondarydatasuchas-newspapers,

magazines, journals, books, reports, documentsandotherpublishedinformation.

BANKS ANNUAL REPORTS:-Banks issues there annual reports toget the people informed

with the profitability and growth of the bank. These

annual reports helps us a lot to get the latest data and other related

information for our research. It tells us about the increase or decrease in

profitsandotherfacilities.

JOURNALS AND PUBLICATIONS OF DIFFERENT BANKS :-We also take into

consideration the journals and publications issued by the bank

at different times. we comes to know about different credit cards.

MANUALS AND BROACHERS OF DIFFERENT BANKS:-Wetakethehelp ofbankstaffand

other peoplewhogivesusdeep informationanddatawhichmaynotbeavailableatanywhere.

Theygivesustherefull co- operation.

INTERNET:-Wealso take into consideration the internet facilitywithwhichwe collect lotoflatestinformation.

Themodeofcollectionofdatawillbebasedonsurveymethodandfieldactivity.Primarydata

collectionwillbasedon personal interview. I have prepared thequestionnaireaccording tothe

necessityofthedatatobe collected.


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INTERPRETATION OF

RESULT

Data analysis and Interpretation

The following information contains the data interpretation of the questionnaires. The

respondents responses for the questions havebeen interpreted and a finding hasbeen made

basedontherespondentsresponses


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GRAPHICAL REPRESENTATION OF DATA

Frequencytableforthedemographic detailsofthe SBI respondent

AGE OF THE RESPONDENTS

PARTICULARS %Age Of Respondent

20-30 yrs 20%

30-40 yrs 50%

40-50 yrs 20%

50-60 yrs 10%

CHAPTER-5


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SUMMARY, CONCLUSION

& SUGGESTIONS

SUMMARY


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From this project it is found that SBI advance product having the 1st place in the market at

Bhubaneswar, there is a great opportunity to compete with ICICI Bank & to retain its customer by

fulfilling the requirement of customer in SBI advance product.

It has been observed that approximately 85% correspondents are using advance product of SBI and

15% are not using any type of advance product of SBI in Bhubaneswar.

All of SBI customers are satisfied with the services provided by the bank.

Many of these customers satisfied with the low interest rate and longer repayment period of the

advance product.

Most of the customers at Bhubaneswar prefer to take loan from SBI.

Approximately 43% of advance product users said that the service of SBI in advance product is

excellent.

A response from customer care is so clear & good.

Many customers have no time to call customer care so that they are not able to know about the

service & features of SBI advance product.

Most customers are shifted from other banks advance product to SBI because of hidden charges,

high interest rate, less repayment period.

Government employees are more concern than private employees for advance product.

CONCLUSION


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From the analysis part it can be conclude that customers have a good respond towards SBI advance products. SBI is in 1st position having large number of customers &providing goodservices to them.

The bank has a wide customer base, so the bank should concentrate on this to retain these

customers.

In present scenario SBI is the largest advance product issuer in India. Within a very shortperiod of time the achievement made by SBI is excellent, what a normal bank cannotexpect, but it is being done by SBI. It happens due to employee dedication towards theorganization fastest growing Indian economy, & brand image.

To be the largest advance product issuer, SBI should focus on-

yLaunch Innovative product

yCustomized advance products

yBetter customer services

yFastest customers problem solving techniques

yCustomer retention

Apart from all the above, SBI believe in providing good customer services to their customerswhich is a key factor for success in future.

SUGGESTIONS

y Tomake peopleawareaboutthebenefitsofusing credit card, followingactivitiesof

advertisementshouldbedone through


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Printmedia

Hoardings & Banners

Stallsintradefares

Distributionofleaflets containingdetailsinformation.

y Forthebetterservicenewofferswouldberequire.

y Make peopleunderstandaboutvariousbenefitsofvarious credit cards.

y Company shouldorganize the programs in the society, so that peoplewillbeaware

aboutthe company & different credit cardsofferbythebank.

y Companyshouldopenmorebranchesindifferent cities.

y Companyshoulddecreasetheinterestrateson credit cards.

y Relevantinformationshouldbe providedto customertimetotime.

y

Specialschemeshouldbeimplementedtoencourageboth customerandagents.y Thebankshouldincreasethe periodforrepaymentofcreditamount.

y SBI & HDFC Bankshouldmorefocuson Retainingexisting customers.

y Agentsshouldbetrained, welleducated & propertrainedto convincethe peopleabout

differentadvance product.

y It is thedutyof thebank todiscloseall thematerial factsregardingadvance product

interest charged, repayment period, othertypesofcharges, etc.

y Company should more concern about physical verification rather than phone

verificationsoitwillavoidfraudorcheating.

y If there are any kind of hidden charges than that must disclose to customerbefore

giving credit cardtothem.


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Everyworkhasitsownlimitation. Limitationsareextenttowhich processshouldnotexceed.Limitationofthis projectis -

Mindsetofpeoplemayvarydependinguponage, gender, incomeetc.

Gettingappointmentfromthe concern personwasverydifferent.

Peoplemindsetaboutthesurveywasanobstacleinacquiring completeinformation &positiveinteraction.

Theareaofresearchwas Indore & itwastoovasttoanalyzethe peopletoknowabout

credit card.

Respondentwereverybusyintheirschedulesoitwasverytime consumingforthemto

answerallthequestions properly.

EXPECTED CONTRIBUTION FROM RESEARCH

Provides clearpictureabout credit cardstosociety.

Toknowthestrengthofthebanksbrands.

Toknowthemarketsize & getthemarket.

DIRECTION OF FUTURE RESEARCH

Comparisonbetween Debit & Creditwillbedone.


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BIBLIOGRAPHY

BOOKS AUTHORS

Marketing Management (10th

Edition) Philip Kotler

Marketing Management (3rd

Edition) V.S Ramaswami

Research Methodology (2nd

Edition) C.R Kothari

Research Methodology S.P Kasande

NEWS PAPERS

TimesofIndia

Financialexpress

WEBSITES

www.hdfc bank.com

www.citybank.com

www.google.com


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efindthatnobodyisbelow20 age and 20% respondents are between 20-30 age group, 50% respondents arebetween 30-40 age group, 20% respondents is between 40-50 age group and 10%respondents are between 50-60 age group

Series 3

0

24

6

Category

1Category

2Category

3Category

4

Series 3

Series 3


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35%

% OF PERSONS USING CREDIT CARD

SBI CREDIT CARD

HDFC CREDIT CARD


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Recomendation

Customerawareness programmeisrequiredsothatmore peopleshouldattracttowardsadvanceproduct.

If there are anykindof hidden charges than thatmustdisclose to customerbefore giving

credit card.

SBI musttakesomestepssothat customers cangettheirloanintime. Like phoneverificationby customercarethatone customer isgottheir loanontimeornot.Itmustbebeforea certaindatesonecessarysteps canbetaken.

SBI shouldmore concernabout physicalverificationratherthan phoneverificationso I will

avoidfraudorcheating.

Advance product selling agents must not give any type of wrong information regarding

advance product.

Forthebetterservicenewofferswouldberequire.

SBI customercareshouldmore concernaboutthefastestsettlementofcustomerproblems.

Beforedeductingorcharginganymonetary charge SBI must consultwith customer.

Agents should be trained, well educated & proper trained to convince the people aboutdifferentadvance product.

It is thedutyof thebank todiscloseall thematerial facts regarding advance product, like

interest charged, repayment period, othertypesofcharges, etc.

Specialschemeshouldbeimplementedtoencourageboth customerandagents.

Thebankshouldincreasethe periodforrepaymentofloan.

SBI shouldmorefocuson Retainingexisting customers.

SBI mustfocuson Segmentationbasedon customerknowledge Productofferingbased

on customerdemand.

SBI musttakefeedbacksofcustomersregardingfeatures


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