17320689 Hdfc Bank Project Saving Account

Customer preference & attributes towards Saving Account of HDFC Bank

INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore. 1

TRAINING & PROJECT REPORT ON

HDFC BANK

Customer preference & attributes towards saving Account of HDFC Bank

A Project Report submitted in partial fulfillment of the requirements of

BACHELOR OF BUSINESS MANAGEMENT

Industry Integrated – IV Semester

To

MADURAI KAMARAJ UNIVERSITY, MADURAI

ByKunal kumar srivastava


STUDENT’S DECLARATION

I hereby declare that the Project & Training Report On

Customer preference & attributes towards saving Account of

HDFC Bank

Conducted at

HDFC BANK

Under the guidance of

VIKRAM KUNTAR

&

RAMKIRAN/HITESH

Submitted in partial fulfillment of the requirements of

MASTER OF BUSINESS ADMINISTRATION

Industry Integrated – II Semester



TO

MADURAI KAMARAJ UNIVERSITY, MADURAI,

Is my original work and the same has not been

submitted for the award of any degree/ diploma/

fellowship or other similar titles or prizes.

Place: Bangalore KUNAL KUMAR SRIVASTAVA



CHAPTER 1 INTRODUCTION ………………. ………………………..3-11

1.1 General Introduction ………………………………………………………..3

1.2 Industry Profile……………………………………………………………… 3

a. Origin and Development of the industry……………………………4

b. Growth and Present Status of the industry………………………...6

c. Future of the industry ………………………………………….…….9

CHAPTER 2 PROFILE OF THE ORGANISATION…………………..12-29

2.1 Origin of the Organization …………………………………………….. 13

2.2 Growth and Development of the Organization ……………………… 14

2.3 Present Status of the Organization ………………………………. 17

2.4 Functional Departments of the Organization ……………………... 19

2.5 Organization Structure and Organization Chart ……………………..22

2.6 Product and Service Profile of the Organization Competitors …….. 24



2.7 Market Profile of the Organization 28

CHAPTER 3 DISCUSSIONS ON TRAINING - ………………………30-33

3.1 Student's Work Profile (Roles and Responsibilities) ………………. 31

3.2 Description of Live Experience 32

CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM … 34- 47

4.1 Statement of Research Problem………….. ……………………………35

4.2 Statement of Research Objectives ..……………………………...... .35

4.3 Research Design and Methodology………………………………… 35

4.4 Analysis of Data ………………………………………………. . 38

4.5 Summary of Findings …………………………………………………… 46

CHAPTER 5 SUMMARY AND CONCLUSIONS …………………. 48- 52

5.1 Summary of Learning Experience………………………………….. 50

5.2 Conclusions and Recommendations …………………………………. 50



APPENDIX ……………………………………………………………………………….52

BIBLOGRAPHY………………………………………………………………………….56

CHAPTER-1

INTRODUCTION

General Introduction:-

The project was carried out for understanding the

customer preference & attributes towards saving

Account of HDFC Bank and its market

potential.HDFC Bank was established in the year

1994, they are old player in banking sector, The

bank has two principle client segments –

customer and asset management. The bank



follows values such as – Integrity, teamwork,

respect, professionalism, & Mission. The

segment of bank we are considering here is-

Corporate banking. The product out of which

have chosen for research is Saving Accounts.

This research helps us in finding out the

customers view regarding the product and

Services offered by the HDFC bank and

awareness by promotion and also identifying the

market potential of the product offered by the

HDFC bank.

1.2 Industry Profile:-

a.) Origin and development of the industry:-

Banking in India originated in the first decade of

18th century. The first banks were The General

Bank of India, which started in 1786, and Bank of



Hindustan, both of which are now defunct. The

oldest bank in existence in India is the State Bank

of India, which originated in the "The Bank of

Bengal" in Calcutta in June 1806. This was one of

the three presidency banks, the other two being the

Bank of Bombay and the Bank of Madras. The

presidency banks were established under charters

from the British East India Company. They merged

in 1925 to form the Imperial Bank of India, which,

upon India's independence, became the State Bank

of India. For many years the Presidency banks

acted as quasi-central banks, as did their

successors. The Reserve Bank of India formally

took on the responsibility of regulating the Indian

banking sector from 1935. After India's

independence in 1947, the Reserve Bank was

nationalized and given broader powers.


http://en.wikipedia.org/wiki/Reserve_Bank_of_India

http://en.wikipedia.org/wiki/State_Bank_of_India


http://en.wikipedia.org/wiki/Indian_independence_movement

http://en.wikipedia.org/wiki/Imperial_Bank_of_India

http://en.wikipedia.org/wiki/British_East_India_Company

http://en.wikipedia.org/wiki/Bank_of_Madras

http://en.wikipedia.org/wiki/Bank_of_Bombay

http://en.wikipedia.org/wiki/Calcutta




A couple of decades later, foreign banks such as Credit

Lyonnais started their Calcutta operations in the 1850s.

At that point of time, Calcutta was the most active

trading port, mainly due to the trade of the British

Empire, and due to which banking activity took roots

there and prospered.

First of all we must note the fact that these

institutions have changed very much in character

since their origin, and consequently nowadays

perform many functions unknown to those of former

times. The first banks seem to have arisen in

connection with the business of exchanging money.

In ancient times and especially in the Middle Ages

the varieties of coins were greater even than at the

present day, and they were much less perfectly and

honestly minted. Specialists were, therefore,


http://chestofbooks.com/finance/banking/Money-And-Banking/Money-And-Banking-Chapter-I-The-Nature-And-Functions-Of-Mo.html

http://en.wikipedia.org/wiki/British_Raj

http://en.wikipedia.org/wiki/British_Raj

http://en.wikipedia.org/wiki/Kolkata

http://en.wikipedia.org/wiki/Credit_Lyonnais

http://en.wikipedia.org/wiki/Credit_Lyonnais


required to determine their exact value and

equivalence and to exchange coins of one mintage

for those of another, and their BANK were in great

demand at fairs and other places where merchants

of different nations met forpurposes of trade.

Inasmuch as they kept their boxes or chests of

coins on benches or "banken," the name bankers

came to be applied to them. On account of their

technical knowledge and the fact that they were

obliged constantly to keep on hand considerable

quantities of the precious metals, this business in

the early Middle Ages was usually carried on by

goldsmiths, but later it was sometimes assumed by

the governments of large commercial cities, as, for

example, by Amsterdam in 1609, by Hamburg in

1619, and by Nurnberg in 1621. Of these latter the

Bank of Amsterdam was the most important and


http://chestofbooks.com/finance/banking/Money-And-Banking/1-The-Purpose-And-Importance-Of-Coinage.html


may be regarded as typical of these early

institutions.

From the earliest times also, bankers have been the

chief agents through which foreign exchanges have

been conducted. As dealers in coin and bullion they

had international connections and a knowledge of

international affairs not possessed by other

merchants, and were, therefore, in a position to

undertake the settlement of international accounts

by means of orders drawn on bankers in other

countries or other cities with whom they had regular

business transactions. As keepers of other people's

money they also promoted saving, and banks thus

became in time the chief savings institutions of the

country.

b. Growth and present status of the industry: -



Currently (2009), banking in India is generally fairly

mature in terms of supply, product range and reach-

even though reach in rural India still remains a

challenge for the private sector and foreign banks.

In terms of quality of assets and capital adequacy,

Indian banks are considered to have clean, strong

and transparent balance sheets relative to other

banks in comparable economies in its region. The

Reserve Bank of India is an autonomous body, with

minimal pressure from the government. The stated

policy of the Bank on the Indian Rupee is to

manage volatility but without any fixed exchange

rate-and this has mostly been true.

With the growth in the Indian economy expected to

be strong for quite some time-especially in its

services sector-the demand for banking services,



especially retail banking, mortgages and investment

services are expected to be strong. One may also

expect M&As, takeovers, and asset sales.

In March 2006, the Reserve Bank of India allowed

Warburg Pincus to increase its stake in Kotak

Mahindra Bank (a private sector bank) to 10%. This

is the first time an investor has been allowed to hold

more than 5% in a private sector bank since the RBI

announced norms in 2005 that any stake exceeding

5% in the private sector banks would need to be

vetted by them.

Currently, India has 88 scheduled commercial

banks (SCBs) - 27 public sector banks (that is with

the Government of India holding a stake)after

merger of New Bank of India in Punjab National

Bank in 1993, 29 private banks (these do not have


http://en.wikipedia.org/wiki/Government_of_India

http://en.wikipedia.org/wiki/Retail_banking


government stake; they may be publicly listed and

traded on stock exchanges) and 31 foreign banks.

They have a combined network of over 53,000

branches and 17,000 ATMs. According to a report

by ICRA Limited, a rating agency, the public sector

banks hold over 75 percent of total assets of the

banking industry, with the private and foreign banks

holding 18.2% and 6.5% respectively

Introduction of many more products and facilities in

the banking sector in its reforms measure. In 1991,

under the chairmanship of M Narasimham, a

committee was set up by his name which worked

for the liberalization of banking practices.

The country is flooded with foreign banks and their

ATM stations. Efforts are being put to give a

satisfactory service to customers. Phone banking


http://en.wikipedia.org/wiki/Automated_teller_machine


and net banking is introduced. The entire system

became more convenient and swift. Time is given

more importance than money.

In 1995, the Brookings Institution published a paper

entitled “The Transformation of the U.S. Banking

Industry: What a Long, Strange Trip It’s Been.”

Using a breathtaking array of facts and figures, the

paper described in great detail the dramatic

changes that had occurred in the U.S. commercial

banking industry over the 15 years from 1979 to

1994. The banking industry was transformed during

that period, according to the paper (p. 127), by “the

massive reduction in the number of banking

organizations; the significant increase in the number

of failures; the dramatic rise in off-balance sheet

activities; the major expansion in lending to U.S.



corporations by foreign banks; the widespread

adoption of ATMs; . . . and the opening up of

interstate banking markets.” The paper went on to

explain that most of these major changes in banking

could be traced to two developments: (1) the

extraordinary number of major regulatory changes

during the period, from deposit deregulation in the

early 1980s to the relaxation of branching

restrictions later in the decade; and (2) clearly

identifiable innovations in technology and applied

finance, including improvements in information

processing and telecommunication technologies,

the securitization and sale of bank loans, and the

development of derivatives markets. Other

research would later confirm the paper’s

assessments and its explanation of the course of



events in the banking industry over the period

1979–1994.

Over the two decades 1984–2003, the struct

ure of the U.S. banking industry indeed underwent

an almost unprecedented transformation—one

marked by a substantial decline in the number of

commercial banks and savings institutions and by a

growing concentration of industry assets among a

few dozen extremely large financial institutions.

This is not news. As mentioned above, the decline

in the number of banking organizations has been



ongoing for more than two decades and has been

well documented in the literature.3 Nevertheless, a

brief overview will serve to clarify both the scope of

the decline and the increasing concentration of

assets among the nation’s largest banking

organizations

At year-end 1984, there were 15,084 banking and

thrift organizations (defined as commercial bank

and thrift holding companies, independent banks,

and independent thrifts). By year-end 2003, that

number had fallen to 7,842—a decline of almost 48


http://www.fdic.gov/bank/analytical/banking/2006jan/article2/index.html#3%233


percent (figure 1). Distributed by size, nearly all the

decline occurred in the community bank sector

(organizations with less than $1 billion in assets in

2002 dollars), and especially among the smallest

size group (less than $100 million in assets in 2002

dollars). Yet the community banking sector still

accounts for 94 percent of banking organizations

c. Future of the industry:-

The burden of reporting and other regulatory

requirements will fall heavily and disproportionately

on small banks unless remedial action is taken.

Further advances in information technology will

permit the development of new products, BANK,

and risk-management techniques but may also

pose important competitive and supervisory issues.

Nonbank entities will continue to



offer bank-like products in competition with banks,

raising anew the question of whether banks are still

“special” and, more fundamentally ,whether banks

are sufficiently different from nonblank firms to

justify the maintenance of a safety

net for banks. It is useful, therefore, to try to chart

the course of the banking industry in the next five to

ten years and to consider what policy issues the

industry and regulators will face. The authors of this

study do not pretend to be clairvoyant. They are

mindful of the many financial predictions that were

once offered with confidence but turned out to be

wrong or premature. This study is perhaps best

described as an exercise in strategic thinking. Its

approach is to analyze what has happened in the

recent past, consider in detail reasons for expecting

recent trends to continue or to change, and draw



the consequences for bank and regulatory policies.

As always, uncertainties abound, and

events that may now appear fairly improbable may

in fact shape the future. This paper closeswith a

discussion of a number of such possible events.

The future-of-banking study addresses three broad

questions:

1. What changes in the environment facing banking

can be expected in the next five to ten years?

2. What are the prospects for different sectors of the

banking industry in this anticipated environment?

Because the banking 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 banking organizations; regional and

other midsize banks; community banks; and limited-

purpose banks.

3. What policy issues are the industry and

regulators likely to face in the years ahead?

Separate consideration is given to



CHAPTER-2

PROFILE OF THE ORGANISATION



2.1 Origin of the Organization:-

Housing Development Finance Corporation Limited,

more popularly known as HDFC Bank Ltd, was

established in the year 1994,

as a part of the liberalization of the Indian Banking

Industry by

Reserve Bank of India (RBI). It was one of the first

banks to receive an 'in principle' approval from RBI,

for setting up a bank in the private sector. The bank

was incorporated with the name 'HDFC Bank

Limited', with its registered office in Mumbai. The

following year, it started its operations as a

Scheduled Commercial Bank.

HDFC Bank Limited. The Group's principal activities

are to provide banking and other financial BANK.



The Group operates through four segments:

Treasury, Retail Banking, Wholesale Banking and

Other Banking Business. The Treasury BANK

segment consists of net interest earnings on

investments portfolio of the bank and gains or

losses on investment operations. The Retail

Banking segment serves retail customers through a

branch network and other delivery channels. This

segment raises deposits from customers and

makes loans and provides advisory BANK to

customers. The Wholesale Banking segment

provides loans and transaction BANK to corporate

and institutional customers. The Other Banking

Operations segment provides BANK relating to

credit cards, debit cards, third party product

distribution and primary dealership business and

other associated costs. The Bank was Incorporated



on 30th August 1994. A new private sector Bank

promoted by housing Development Corporation Ltd.

(HDFC), a premier housing finance company. The

bank is the first of its kind to receive

an in-principle approval from the RBI for

establishment of a bank in the private sector.

Certificate of Commencement of Business

wasreceived on 10th October 1994 from RBI. The

Bank transacts both traditional commercial banking

as well as investment banking. HDFC, the

promoter of the bank has entered into an

agreement with National Westminister Bank Pc.

and its subsidiaries (Nat west Group) for

subscribing 20% of the banks issued capital and

providing technical assistance in relation to the

banks proposed banking business.



2.2 Growth and Development of the

Organization: -

1994.

On 16.1.1995, 90,79,930 No. of equity shares were

allotted to Jarrington Pte. Ltd. Another 400,00,000

equity shares were allotted on private placement

basis to Natwest Group on 9.5.1995. 500,00,000

shares were allotted to the public on 9.5.95 The

Bank opened its first branch in Ramon House at

Churchgate, Mumbai on January 16th.

The Bank has created an efficient operating system

using well tested state-of-the-art software.

1995

70 No. of equity shares issued to subscribers to the

Memorandum &Articles of Association on 30th



August 1994. On the same date 500,00,000 equity

shares were allotted to HDFC promoters.

509,20,000 shares were allotted to HDFC

Employees Welfare Trust and HDFC Bank

Employees Welfare Trust on 22nd December,

1996

HDFC Bank has entered the banking consortia of

over 50 corporates, including some leading

multinational companies, flagship companies of

local business houses and strong public sector

companies.

HDFC Bank has set up a state-of-the-art dealing

room to handle all transactions possible in Indian

financial markets.

The Certificates of Deposits were awarded a PP1+

rating which is the highest rating for short term



instruments indicating superior capacity for

repayment.

2001

- The Bank has opened its first branch in

Aurangabad. HDFC Standard Life Insurance has

entered into a memorandum of understanding with

the Chennai-based Indian Bank. The Bank has

launched the international Maestro debit card

inassociation with Master Card. HDFC Bank will

launch its credit card in June through link-ups with

MasterCard and Visa.LTtrade.com has entered into

a strategic tie-up with HDFC Bank to provide Net

banking BANK to online investors. Standard

Chartered Bank, HDFC Bank and Bharat Petroleum

Corporation have joined the eCash Forum which



has been set up by the Smart Card Forum of India.

HDFC Bank has launched a new campaign for its

eage savings account. HDFC Bank entered into a

strategic tie-up with Tally Solutions Pvt. Ltd. to offer

online real time accounting BANK to small and

Medium enterprises.The Bank has opened four

ATMs outlets in Bangalore at Coles Road, RT

Nagar, Rajaji Nagar and Jaya Nagar on March 26.

HDFC Standard Life Insurance has launched a

`Development Insurance Plan' a low cost life

insurance product developed specifically to meet

the needs of economically weaker sections. Two

Directors, Mr. S.S. Thakur and Mr. Amit Judge,

have resigned from the board of the bank effective

from March 30. HDFC Bank files with US regulators

to list more than 11 million American Depositary

Shares on the New York Stock Exchange.



Today HDFC Bank has 1,412 branches and over

3,295 ATMs, in 528 cities in India, and all branches

of the bank are linked on an online real-time

basis. [2] As of September 30, 2008 the bank had

total assets of INR 1006.82 billion.[3] For the fiscal

year 2008-09, the bank has reported net profit of

Rs.2,244.9 crore, up 41% from the previous fiscal.

Total annual earnings of the bank increased by 58%

reaching at Rs.19,622.8 crore in 2008-09.


http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-2%23cite_note-2

http://en.wikipedia.org/wiki/Assets

http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-1%23cite_note-1


2.3 Present Status of the Organization:-

March

2007

March

2008

March 2009

Citied 228 316 452

Branches 535 684 1412

ATMs 1323 1605 3275

Housing Development Finance Corporation Limited,

more popularly known as HDFC Bank Ltd, was

established in the year 1994, as a part of the

liberalization of the Indian Banking Industry by

Reserve Bank of India (RBI). It was one of the first

banks to receive an 'in principle' approval from RBI,

for setting up a bank in the private sector. The bank



was incorporated with the name 'HDFC Bank

Limited', with its registered office in Mumbai. The

following year, it started its operations as a

Scheduled Commercial Bank. Today, the bank

boasts of as many as 1412 branches and over 3275

ATMs across India. Amalgamation

In 2002, HDFC Bank witnessed its merger with

Times Bank Limited (a private sector bank

promoted by Bennett, Coleman & Co. / Times

Group). With this, HDFC and Times became the

first two private banks in the New Generation

Private Sector Banks to have gone through a

merger. In 2008, RBI approved the amalgamation of

Centurion Bank of Punjab with HDFC Bank. With

this, the Deposits of the merged entity became Rs.

1,22,000 crore, while the Advances were Rs.



89,000 crore and Balance Sheet size was Rs.

1,63,000 crore.

Head Office

HDFC Bank

Ramon House, 169, Backbay Reclamation,

H T Parekh Marg, Churchgate

Mumbai - 400020

Phone: +91 (22) 66316000, 66636000, 66316060

Fax: +91 (22) 22048834

Website: www.hdfc.com

Tech-Savvy

HDFC Bank has always prided itself on a highly

automated environment, be it in terms of

information technology or communication systems.



All the braches of the bank boast of online

connectivity with the other, ensuring speedy funds

transfer for the clients. At the same time, the bank's

branch network and Automated Teller Machines

(ATMs) allow multi-branch access to retail clients.

The bank makes use of its up-to-date technology,

along with market position and expertise, to create

a competitive advantage and build market share.

Capital Structure

At present, HDFC Bank boasts of an authorized

capital of Rs 550 crore (Rs5.5 billion), of this the

paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In

terms of equity share, the HDFC Group holds

19.4%. Foreign Institutional Investors (FIIs) have

around 28% of the equity and about 17.6% is held



by the ADS Depository (in respect of the bank's

American Depository Shares (ADS) Issue). The

bank has about 570,000 shareholders. Its shares

find a listing on the Stock Exchange, Mumbai and

National Stock Exchange, while its American

Depository Shares are listed on the New York Stock

Exchange (NYSE), under the symbol 'HDB'

2.4 Functional Departments of the

Organisation:-

The functional departments of the organization

consists of the HR department, the administrative

department and the executive department. The HR

department of the organization consists of the

people who employ the Persons who they think

would be able to do justice with the job handled.The



administrative department of the organization

consists of the director and the manager of the

organization. They preside the organization and

control all the operations of the organization such

that the organization could run in a smooth and

effective manner.The executive department of the

organization consists of the various employees Who

execute the job undertaken by them. The

employees consists of the team leaders, the

Corporate financial consultants,. the telecallers,

various staffs and junior staffs who are the main

structural framework of the organization. The

organization thus runs with the effective

coordination of the HR department, the

administrative department and the executive

department such that the supervisors of the

organization preside over the subordinate



employees to give them directions about fulfilling

their works most efficiently and effectively.

Technical Consultancy Department: The Technical

Consultancy Department is responsible for technical

appraisal of industrial projects. The mission of the

division is aimed towards the verification of the

technical viability of industrial projects and assisting

the Funds management in taking the decisions that

require technical expertise. Moreover, it is

responsible for conducting technical studies and

rendering technical consultancy BANK to certain

industrial sectors for the purposes of investigating

modern technologies and productivity levels for

local manufacturing plants.

H R Department:



HDFC Human Resources department plans and

direct for the employee population as well as they

are having the following functions as:-

Hiring

Promotions

Reassignments

Position classification and grading

Salary determination

Performance appraisal review and processing

Personnel data entry and records maintenance

Policy development

Work permitting immigration visa program

Workers’ compensation

Finance Department:

The Finance Manager is responsible for all aspects

of the accounting and financial administration of the



HDFC, the supervision of the implementation of the

HDFC financial policies, directives and procedures

and the initiation of the financial plans within the

guidelines of HDFC The department contains

several distinct sections, each of which is

responsible for a proportion of the activities taking

place within the finance department.

Marketing Consultancy Department:

The Marketing Consultancy Department plays and

important role within the Fund as it studies and

analyzes marketing information in order to build

solid base for management decisions. The division

also assists projects sponsors in formulating solid

marketing strategies to improve their industries and



strengthen their position in the local and

international markets.

Research Department:

The Research Department is having the capacity to

act through four composing units i.e., the market

research unit, economic studies unit, and statistical

studies unit. It is the mission of the division to

provide support BANK for information and

consultancy to the senior management and division

in the areas of economic, statistical and marketing

information and consultancy through data analysis,

processing of economic and statistical data, market

research studies and publishing related periodical

reports.



2.5 Organization Structure and Organization

Chart:-

The organization structure of the company HDFC 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 job in a manner in which

it should be done. The organization is headed by

the administrative department which coordinates

and controls the executive department. The

executive department is a link from the top and the

bottom comprising of the lower level employees

such that they work together to fulfill the common

objective 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 BANK which constitute



giving financial advise to providing Account to the

customers. The lower level employees and the

corporate financial consultants work together to see

to it that the database for providing financial BANK

to sufficient number of people is made .They work

together to see to it that this database is followed

and worked upon such that more and more number

of people get themselves avail the financial BANK

of the organization. Team leaders who form the part

of the administrative department of the Organization

make sure that the clients that turn up for the

financial BANK are dealt with most efficiently and

effectively.

The organizational structure is well planned out and

it follows a simple format which is follows:



Organization Chart:-

Each team lead has a team comprising only of both

senior as well as junior market research analyst

who aid the team lead in the entire market research

process as it has been discussed previously. This is



the basic organizational structure followed by HDFC

BANK.

2.6 Product and service profile of the

organization:-

HDFC Bank offers a bunch of products and services

to meet the every need of the people. The company

cares for both, individuals as well as corporate and

small and medium enterprises. For individuals, the

company has a range accounts, investment, and

pension scheme, different types of loans and cards

that assist the customers. The customers can

choose the suitable one from a range of products

which will suit their life-stage and needs. For

organizations the company has a host of

customized solutions that range from Funded



services, Non-funded services, Value addition

services, Mutual fund etc. These affordable plans

apart from providing long term value to the

employees help in enhancing

Goodwill of the company. The products of the

company are categorized into various sections

which are as follows:

Personal Banking

Savings Accounts

Salary Accounts

Saving Accounts

Fixed Deposits

Demat Account

Safe Deposit Lockers



Loans

Credit Cards

Debit Cards

Prepaid Cards

Investments & Insurance

Forex Services

Payment Services

NetBanking

InstaAlerts

MobileBanking

InstaQuery

ATM

PhoneBanking



NRI Banking

Rupee Savings Accounts

Rupee Saving Accounts

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

Quick remit (North America, UK, Europe,

Southeast Asia)

India Link (Middle East, Africa)

Coequal Lock Box

In today’s world many companies have emerged

who have taken a serious note on the importance of

market research and he advantages of using it for

the better growth and development of the company.



Hence, our competitors are those company’s who

are in the market research and development field as

well as the consultancies, since they also make use

of market research and business developers.

The products and BANK of our competitors are

as follows:

A. Customer Satisfaction Analysis:

Customer analysis involves gathering data about

the customers and their characteristics. They also

conduct tailored customer satisfaction surveys to

gauze customer satisfaction.

B. Risk

These BANK are used by the competitors in order

to gather external information and research the

possible effect on the competitiveness of company.



C. Product Research BANK:

The conduction of extensive product research by

this service helps the competitors to find out the

marketability of a product or service. The research

can be utilized to leverage the major decisions of a

company on the marketing of its products.

D. Advertising Research BANK:

Advertising research strives to gain valuable

information about the effects and reach of

advertising the products in different forms of media.

Given below are the steps we follow for every

assignment we take up:



1. The timetable for the search is indicated and the

search process commences.

2. Target companies are examined, using any prior

information provided by business development

executives in conjunction with sources of

information and prospective companies already

known to us, augmented with original study by our

search team.

3. We maintain a regular channel of communication

with the client to keep them apprised of the results

emerging.

2.7 Market profile of the organization:-



HDFC Bank Limited provides various financial

products and services. It operates in three

segments: Retail Banking, Wholesale Banking, and

Treasury. The Retail Banking segment provides

various deposit products, including savings

accounts, current accounts, fixed deposits, and

demat accounts. It also offers auto, personal,

commercial vehicle, home, gold, and educational

loans; loans against securities, property, and rental

receivables; and health care finance working capital

finance, construction equipment finance, and

warehouse receipt loans, as well as credit cards,

debit cards, depository, investment advisory, bill

payments, and transactional services. In 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. The wholesale banking

segment provides loans, non-fund facilities, and

transaction services to large corporate, emerging

corporate, small and medium enterprise, supply

chain, public sector undertaking, central and state

government departments, and institutional

customers. It offers deposit and transaction banking

products, supply chain financing, working capital

and term finance, agricultural loans, and funded,

non-funded treasury, and foreign exchange

products. These segments services include trade

services, cash management, money market,

custodial, tax collection, and electronic banking. In

addition, it provides correspondent bank services to

co-operative banks, private banks, foreign banks,

and regional rural banks; and wealth management



products for non-resident Indians. The Treasury

Services segment operates primarily in areas, such

as foreign exchange, money market, interest rate

trading, and equities. As of March 31, 2009, HDFC

Bank had a network of 1,412 branches and 3,295

automated teller machines in 528 cities in India. The

company was founded in 1994 and is based in

Mumbai, India.

In today’s growing world everyone needs to

diversify their business so as to keep in touch with

the rapid development. By analyzing the growing

concerns of the market, HDFC has clients varying

from investment banking sector, retail, web

designing companies, etc. Due to this rapid

development HDFC Group has many teams

working for the above mentioned sectors.



HDFC Bank began operations in 1995 with a simple

mission: to be a "World-class Indian Bank". We

realised that only a single-minded focus on product

quality and service excellence would help us get

there. Today, we are proud to say that we are well

on our way towards that goal.



CHAPTER-3

DISCUSSIONS ON TRAINING

3.1 Student’s work profile

Role and Responsibilities:-

The work profile of the student or the roles and

responsibilities that are being handled by the



student on his internship programmed at HDFC

BANK.

The first day and during the first week of the

internship programmed the new employee of the

HDFC BANK was welcomed by giving an induction

programme in order to make him understand his

role and responsibilities during his stay in the

organization.

Being appointed as a Financial Corporate

Consultant at HDFC BANK during the internship

programme my duty or the role is to meet 5 clients,

collecting financial health check, analyzing 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 ACCOUNT they need suiting

their financial obligations.

Leads and databases created by the students have

to be used by them in order to convince people of

different age groups to take account according to

their needs and suitability.

The student calls people according to the leads

and database created by him and convinces

people to take the account.

During the absence of the recovery

executives/collection executives, it will be my

duty and responsibility to meet the customers

against payments apart from my regular job profile

and reporting the same to my team leader at HDFC

BANK.



To explain the customers how a particular

account would help them to make their lives

more secure providing security to them.

I use all the financial knowledge that has

been given by the company and I has as a

MBA student and a student of Mar. so that

the customer realizes that he definitely

needs to take a particular account.

Must educate the clients about risks and

various possible scenarios so that the clients

don’t harbor unrealistic expectations.

3.2 Description of live experience:-

The office of HDFC BANK is blessed by brilliant and

skilled professionals and team leader who have the

responsibility of handling the Financial Corporate



Consultants. The team leader provides the

particular day’s plan of action and then guide show

to go about for executing the plan of action

successfully .Till the time a Financial Corporate

Consultant is in the office he receives the valuable

suggestions and insights of the team leader. This

prepares him for the day’s Work and provides him

the necessary directions to achieve not only the

target of the day but the target of the month. In the

office the Financial Corporate consultant make calls

continuously to fix the follow-up appointments so

that on the basis of the financial health check

collected by him and also getting the follow-up

appointments from the telesales she goes in the

field for making up the appointments. The financial

corporate consultants provide the persons met the



basics of why he should take a particular

ACCOUNT to provide to him.



CHAPTER-4

STUDY OF SELECTED RESEARCH PROBLEM



4.1 Statement of research problem:-

PROBLEM DEFINATION:

Sales Executives were with good background

human being and through rigorous process of

recruitment but still not able to perform up to the

expectation level of company, HR is not able to sort

out the problem why the performance is not coming

even after giving the full marketing support. The

communication technique and dealing with the

customers is also a problem to the sales



executives.

4-2 OBJECTIVES OF RESEARCH PROJECT:

RESEARCH OBJECTIVES:

To find out the customer preferences while

opening Savings A/c.

To study brand image of the bank.

To increase the business of the bank.

4.3 Research Design and Methodology

Primary data source: All the people from different

profession were personally visited and Interviewed.

They were the main source of Primary data. The

method of collection of primary data was direct



personal interview through a structured

questionnaire.

Secondary Data Source: It was collected from

internal sources. The secondary data was collected

on the basis of organizational file, official records,

news papers, magazines, management books,

preserved information in the company’s database

and website of the company.

SAMPLING PLAN:

Since it is not possible to study whole universe, it

becomes necessary to take sample from the

universe to know about its characteristics.

Sampling Units: Customers

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.



SAMPLE SIZE:

My sample size for this project was 100

respondents. Since it was not possible to cover the

whole universe in the available time period, it was

necessary for me to take a sample size of 100

respondents.

RESEARCH LIMITATIONS:

It was not possible to understand thoroughly about

the different marketing aspects of the Financial

Consultant within 60 days. As stipend, money was

not given it was difficult to continue the project work.

All the work was limited in some limited areas of

Bangalore so the findings should not be



generalized. The area of research was Bangalore

and it was too vast an area to cover within 60 days.

All the findings and conclusions obtained are based

on the survey done in the working area within the

time limit. I tried to select the sample representative

of the whole group during my job training. I have

collected data from people linked with different

profession at Bangalore.



4.4 Data Analysis

Q 1:What is your Monthly Transaction in your account ?

Monthly

transactions

No. of

respondents

%

(percentage)

5-20 lakhs 28 28%

20-40 lakhs 59 59%

40 lakhs and

above

13 13%

Total 100 100%



Chart 1:

Analysis:

59% respondents gave their answer in 20-40

lakhs transactions.

28% respondents gave their answer in 0-20

lakhs transactions.

13% respondents gave their answer in 40 lakhs

and above transactions.


0%

10%

20%

30%

40%

50%

60%

70%

05L- 20L 20L - 40L 40L - Above

05L- 20L

20L - 40L

40L - Above


Question 2

Do you have a Saving Account?

Response No. of

respondents

%

Yes 97 97%

No 3 3%

Chart 2:



97%

3%

Yes No

Analysis: 97% respondents have the saving

accounts and only 3% do not have saving account.

Question 3

In Which Bank?

Bank No. of %



respondents

Kotak mahindra 3 3%

HDFC 33 33%

Co-operative 48 48%

ICICI 5 5%

Nationalized 31 31%

Chart 3

HDFC, 33%

ICICI, 5%

Nationalized, 31%

Co- Operative Bank, 48%

Kotak Mahindra Bank, 3%

HDFC ICICI Nationalized Co- Operative Bank Kotak Mahindra Bank



Analysis: 48% have saving account in co-operative,

3% in kotak mahindra, 33% in HDFC, 5% in ICICI,

and 31% in nationalized bank.

Question 4

Which Factors do you consider for opening a

Savings Account?

No. of

respondents

%

Accessibility 10 10

Minimum

balance

20 20

DD/pay order 13 13

Free cheque 10 10

Debit card 8 8

Cash deposit 7 7

Cheque pick up 2 2



Net banking 16 16

Mobile banking 7 7

At per cheque 3 3

NEFT 2 2

RTGS 2 2

Total 100 100



Chart 4

Analysis:

Respondents gave their answer

10% respondents gave their answer in accessibility,

20% Minimum balance, 13 % DD/pay order,10%



Free cheque, 8% Debit card, 7% Cash deposit, 2%

Cheque pick up, 16% Net banking, 7% Mobile

banking, 3% At per cheque, 2% NEFT, 2% RTGS.

Question 5

Which mode of transaction do you avail of

frequently?

Response No. of response %

Pay order 12 12

DD 22 22

Cheque 76 76

Total 100 100

Chart 5



Cheque, 76%

DD, 32%

Pay Order, 12%

Cheque DD Pay Order

Analysis:

12% Response in pay order, 32% like DD, and 76

% costumer want from cheque mode.

Question 6

Which types of transaction do you make ?



Response No. of

respondents

%

Intercity 33 33

Outside city 15 15

Both 52 52

Total 100 100

Chart 6


Inter city, 33%

Both, 52%

Outside City

, 15%


Analysis:

33% account holder transaction intercity, 52 %

Both, and 15% outside city.

Question 7

Does your bank assist you in case of any problem?

Response No. of

respondents

%

Yes 90 90

No 10 10

Total 100 100

Chart 7



90%

10%

Yes No

Analysis:

90% say yes bank will assist you in case of any

problem, only 10% say no.

4.5 Summary of Findings

The final draft of the questionnaire was prepared

on the basis of the observations from the pilot

study. These were then finally filled by 100

customer, for the conclusive study.



Finally the data collected was fed into the data

analysis to be analyzed using statistical

techniques.

Types of Primary Data collected:

Socioeconomic Characteristics:

characteristics are sometimes called “states of

being” in that they represent the type of people.

The factors on which we are working are

occupation. Monthly transaction is also an

important parameter but it is difficult to verify.

Although the amount of money that business unit

earns in a month is an absolute, not a relative

quantity but it is a sensitive topic in our society

and it is difficult to determine.

Attitudes/Opinions:



Through the questionnaire we have tried to get

hold of business preference, inclination and

requirement. Attitude is an important notion in the

marketing literature, since it is generally thought

that the attitudes are related to the behavior of

businessmen.

Motivation:

Through the questionnaire we have tried to find the

hidden need or want of businessmen and have tried

to find if these people can be tapped as the

potential customer for HDFC Bank.

Behavior:



Behavior concerns what subjects have done or are

doing. Through the questionnaire we have tried to

find out the behavior of the individuals regarding the

product and their responses. If the responses are

favorable then the person can be said to be our

potential customer. The primary data serves as an

important tool to measure the behavioral trend of

the customer. It helps in answering some of the vital

Questions.

Obtaining the Primary Data:

The data collection was primarily done through

communication. Communication involves

questioning respondents to secure the desired

information, using a data collection instrument

called questionnaire. The questions were in writing

and so were the responses.



Versatility:

It is the ability of a technique to collect the

information on the many types of primary data of

interest to marketers. It has also been found that

some of the people do not answer truthfully to all

the questions especially in the case of the personal

details

CHAPTER 5



SUMMARY AND CONCLUSIONS

5.1Summary of Learning Experience

Almost all the Banks offer similar features and

facilities with their Savings accounts. There are



certain reasons for existing customers of Saving

Account of any Bank to shift to another Bank.

The level of service in terms of delivering

whatever is promised, fast response in case of

problems, is the most important benefit that the

customers seek, from the Bank they have a

Saving Account with.

1. Network reach and visibility of a Bank is a very

important criterion for the customer while

opening a Saving Account. We can also

conclude from our analysis that network reach

in terms of Branches and ATMs is directly

proportional to the market share in case of

Private Players.

2. In case of a new customer, if a bank

approaches it first for opening a Saving

Account with them, then there is a good chance



for the bank of getting many future businesses

and cross sales from the deal.

3. Aggressive Marketing is the key to increasing

the market share in this area, since the market

has a lot of potential both in terms of untapped

market .

Conclusions and Recommendations

1. Contract Sales Executive (CSE) should be

trained to explain the product features and its

value added services to make customer’s

product selection convenient.

2. Contract Sales Executive (CSE) should

recommend right product to the right customer



so as to ensure a high degree of satisfaction

among the customer.

3. The bank needs to make people aware about

there products and the basic benefits they can

derive out of it. And also the differential

features of its savings account as compared to

other banks.70% of the people did not even

know about the concept, benefits and features

of its saving accounts.

4. The bank should also target small business

unit for whom maintenance of the AQB is not a

problem as this segment is not much

penetrated.



5. Though the bank offers free doorstep banking

once a day this fact is also not known to many

customers or they still do not trust this service

what ever the reason the bank can popularize

this service to gain an edge over nationalized

banks and Co-operative Banks.

6. Quality of service has been rated highly

important by all demofigureic factors as a

reason for banking with a particular bank,

Standard Chartered needs to improve the

services provided to its existing customers

before attracting more in the future and use

word of mouth as a promotional tool to

increase the sales potential of its savings

account.



LIMITATIONS

Some of the limitations of the project are listed as

below:

1. The time bound period is the major limitation in

research projects.

2. Due to the financial and time constraints a

cluster analysis of the population so as to get

better results was not feasible.

3. The research conduct in Bangalore city only.

4. It was difficult to break the ice with the common

people initially. It was a daunting task to

convince them to fill in the personal details of

the questionnaire where they have to mention

the monthly income, occupation etc.



5. To convince the people for a proper

interviewing process is also difficult.

6. Compilation of data on competitor analysis was

difficult due to non-availability of correct

information.

7. The figures have been taken as

approximations.



QUESTIONNAIRE-



Name of Respondent

_________________________________

Contact No.

_______________________

1. Monthly Transaction?

_______________________________________

_________

2. Do you have saving Account?

(a) Yes (b) No

3. If Yes Which bank’s-



o ICICI

o HDFC

o Kotak Mahindra Bank

o Nationalized

o Other Banks _________________

o Co-Operative

Banks___________________

4. Which Factors do you consider for opening a

saving Account

o Accessibility

o Minimum Balance

o DD/ Pay Order


Cheque Pick upo Net Banking o Mobile Bankingo At Par Chequeso NEFTo RTGS


o Free Cheque

o Debit Card

o Cash Deposit

5. Which mode of transaction do you avail

frequently?

(a) Cheque ( b) DD

(c) Pay Order

6. Which type of transaction do you made

(a) Inter city (b) Intra city

(c) Both

7. Does your bank assist you in case of any

problem



(a) Yes (b) No

8.. What are the additional Benefits do you expect

from a Saving Account?

________________________________________

________________________________________

________________________________________

_____________________.

Date___________________

Place__________________

Signature



BIBLIOGRAPHY

1.BOOKS & AUTHORS

· Marketing Management

2. NEWS PAPERS

· Times of India

· Financial Express

3. WEBSITES

· www.hdfcbank.com

www.google.com


http://www.google.com/



17320689 Hdfc Bank Project Saving Account

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