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PREFACE

This project as the name customer Preference towards saving account of HDFC bank

is made after studying the features of the banks saving account and getting a

questionnaire filled from people take as sample on based on different aspects. They had

been asked questions regarding their saving accounts in which bank, which way did they

happen to know about the saving bank account of the bank to know the effectiveness of

promotion techniques and finally their up to mark knowledge and awareness regarding

different aspects of the saving bank account. Afterwards a conclusion is formulated

according to the findings as had regarding the above mentioned. At the end some

recommendations are made as found suitable.

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ACKNOWLEDGEMENT

I am indebted to HDFC bank and want to convey my sincere gratitude to HDFC BANK

for providing me an opportunity to work with the bank and giving necessary directions on

doing this project to the best of my abilities.

I am thankful to our reverent principal Mr. Bhushan Kumar Sharma for the college

infrastructure and the appropriate ambiance in our college premises.

And then I would like to thank all the faculty members of GGDSD College Chandigarh,

especially Mrs. Monika Sachdeva who gave me the useful tips and suggestions regarding

the project and Ms Savita Sindhu for imparting her valuable guidance to me.

I am highly indebted to Ms. Nidhi Garg , Branch Manager and company project guide,

who has provided me with the necessary information and also for the support extended

out to me in the completion of this report and his valuable suggestion and comments on

bringing out this report in the best way possible.

(Avni )

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DECLARATION

I, Avni, do here by declare that this project work entitled, Customer Preference towardssaving account of HDFC bank is a record of project work carried by me under the

supervision of Ms. Savita Sindhu, (Lecturer, GGDSD college Chandigarh) at HDFC

Bank Khanna Branch in the partial fulfillment of the requirement of BBA program of the

GGDSD COLLEGE, CHANDIGARH (Punjab).

Guide: (Avni)

Ms. Savita Sindhu

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INDEX

CHAPTER 1 INTRODUCTION 6-91.1 Industry Profile

a. Origin and Development of the industry

b. Growth and Present Status of the industry

c. Future of the industry

CHAPTER 2 PROFILE OF THE ORGANISATION 11-18

2.1 Origin of the Organization

2.2 Growth and Development of the Organization

2.3 Present Status of the Organization

2.4 Functional Departments of the Organization

2.5 Organization Structure

2.6 Product and Service Profile of the Organization Competitors

2.7 Savings Account

CHAPTER 3 RESEARCH METHODOLOGY 20-21

3.1 Statement of Research Problem

3.2 Research Objectives

3.3 Types of Data

3.4 Size of Sample

3.5 Limitations of study

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION 23-32

CHAPTER 5 FINDINGS AND RECOMMENDATIONS 34-35

5.1 Findings of the study

5.2 Recommendations

CHAPTER 6 CONCLUSION 37

BIBLOGRAPHY 39

ANNEXURE 41-42

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CHAPTER 1INTRODUCTION

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1.1 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 theImperial 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. TheReserve 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.

Liberalization in the 1990s:

In the early 1990s, the thenNarasimha Raogovernment embarked on a policy

ofliberalization, licensing a small number of private banks. These came to be known

as New Generation tech-savvy banks, and included Global Trust Bank (the first of such new

generation banks to be set up), which later amalgamated with Oriental Bank of

Commerce,UTI Bank(since renamed Axis Bank),ICICI Bankand HDFC Bank. This move,

along with the rapid growth in the economy of India, revitalized the banking sector in India,

which has seen rapid growth with strong contribution from all the three sectors of banks,

namely, government banks, private banks and foreign banks.

The next stage for the Indian banking has been set up with the proposed relaxation in the

norms for Foreign Direct Investment, where all Foreign Investors in banks may be given

voting rights which could exceed the present cap of 10%,at present it has gone up to 74%

with some restrictions.

The new policy shook the Banking sector in India completely. Bankers, till this time, were

used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4) of functioning. The new

wave ushered in a modern outlook and tech-savvy methods of working for traditional banks.

All this led to the retail boom in India. People not just demanded more from their banks but

also received more.

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Adoption of Banking Technology:

The IT revolution had a great impact in the Indian banking system. The use of computers

had led to introduction ofonline bankingin India. The use of the modern innovation and

computerisation of the banking sector of India has increased many fold after the economic

liberalisation of 1991 as the country's banking sector has been exposed to the world's

market. The Indian banks were finding it difficult to compete with the international banks in

terms of the customer service without the use of the information technology and computers.

The RBI set up a number of committees to define and coordinate banking

technology. These have included:

Committee on Mechanisation in the Banking Industry (1984): The major

recommendations of this committee was introducingMICRtechnology in all the

banks in the metropolis in India. This provided use of standardized cheque forms and

encoders.

Committee on Computerisation in Banks (1988): This emphasized that settlement

operation must be computerized in theclearing housesof RBI in Bhubaneshwar,

Guwahati, Jaipur, Patna and Thiruvananthapuram. It further stated that there should

be National Clearing of inter-citychequesat Kolkata, Mumbai, Delhi, Chennai andMICR should be made Operational. It also focused on computerisation of branches

and increasing connectivity among branches through computers. It also suggested

modalities for implementing on-line banking.

Committee on Technology Issues relating toPayment systems,Cheque

ClearingandSecurities Settlementin the Banking Industry (1994)

b. Growth and present status of the Industry:

Currently (2012), 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

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Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been

true.

The country is flooded with foreign banks and their ATM stations. Efforts are being put to

give a satisfactory service to customers. Phone banking and net banking is introduced. Theentire system became more convenient and swift. Time is given more importance than

money.

Indian banks, the dominant financial intermediaries in India, have made high-quality

progress over the last five years, as is evident from several factors, including annual credit

growth, profitability, and trend in gross non-performing assets (NPAs). While annual rate of

credit growth clocked 23% during the last five years, profitability (average Return on Net

Worth) was maintained at around 15% during the same period, while gross NPAs fell from

3.3% as on March 31, 2006 to 2.3% as on March 31, 2011.

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 government stake; they may be

publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined

network of 2,544 branches and 8,913ATMs. 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.

The Indian banking sector is a mixture of public, private and foreign ownerships. The

below table highlights top 10 banks which contributed 58% share of the total credit as on

March 31, 2011. The State bank of India has recorded highest market share. The Net Interest

Margin of HDFC Banks is 4.2% which is highest among others.

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Name of the Bank Credit Portfolio

(Rs. bn)

Market Share

(%)

NIM(%)

State Bank of India 7567 18 2.9

Punjab National Bank 2421 6 3.5

Bank of Baroda 2287 5 2.8

ICICI Bank 2164 5 2.3

Bank of India 2131 5 2.5

Canara Bank 2125 5 2.6

HDFC Bank 1600 4 4.2

IDBI Bank 1571 4 1.8

Axis Bank 1424 3 3.1

Central Bank of India 1297 3 2.7

Source: http://www.researchandmarkets.com/marketsharereports

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.

Non-bank 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 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.

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CHAPTER 2

PROFILE OF THE HDFCBANK

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2.1 ORIGIN OF HDFC:

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 the Reserve Bank of India (RBI) And was incorporated on 30th august , 1994 .

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 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. Certificate of Commencement of Business was received on

10th October 1994 from RBI. The Bank transacts both traditional commercial banking as

well as investment banking.

2.2 Growth and Development of HDFC:

1994:

On 16.1.1995, 90, 79,930 No. of equity shares were allotted to jarring ton Pt. 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 Church gate, 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

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promoters. 509, 20,000 shares were allotted to HDFC Employees Welfare Trust and HDFC

Bank Employees Welfare Trust on 22nd December,

1996:

HDFC Bank 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 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 opened its first branch in Aurangabad. HDFC Standard Life Insurance entered

into a memorandum of understanding with the Chennai-based Indian Bank. The Bank

launched the international Maestro debit card in association with Master Card. HDFC Bank

launched 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 e-Cash Forum which has been set up by the Smart Card Forum of India. HDFCBank launched a new campaign for its 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.

TodayHDFC 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. As of September 30, 2008 the

bank had total assets of INR 1006.82 billion. 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.

2012:

The Banks total income for the quarter ended December 31, 2012, was ` 10,506.5 crores as

against ` 8,622.6 crores for the quarter ended December 31, 2011. Net revenues (net interest

income plus other income) were at ` 5,597.7 crores for the quarter ended December 31,

2012, an increase of 23.4% over ` 4,536.0 crores for the corresponding quarter of the

previous year. Net interest income (interest earned less interest expended) for the quarter

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ended December 31, 2012,grew by 21.9% to ` 3,798.9 crores. This was driven by loan

growth of 24.3% and a net interest margin for the quarter of 4.1%.

The Banks total balance sheet size increased by 14.4% from ` 335,466 crores as of

December 31, 2011, to ` 383,729 crores as of December 31, 2012. Total net advances as ofDecember 31, 2012, were ` 241,493 crores, an increase of 24.3% over December 31, 2011.

The mix of loans between the retail and wholesale segments was 53:47 as on December 31,

2012.Total deposits were at ` 284,119 crores, an increase of 22.2% over December 31, 2011.

Savings deposits grew 16.5% to ` 81,942 crores and current deposits grew 10.4% to ` 47,004

crores. The CASA ratio as at December 31, 2012, was 45.4%.

2.3 Present Status of the HDFC bank:

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'.

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March 2010 March 2011 March 2012

Citied 779 996 1399

Branches 1,725 1,986 2,544

ATMs 4,232 5,471 8,913

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2.4 Functional Departments of HDFC Bank:The functional departments of the organization consist 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 over 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.

HR 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

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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 Interpretation, processing of economic and statistical data,

market research studies and publishing related periodical reports.

2.5 Organization Structure:

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

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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. Each

team lead has a team comprising only of both senior as well as junior market researchanalyst 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 HDFC Bank:

HDFC Bank offers a bunch of products and services to meet 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 of accounts, investment, and pension scheme,

different types of loans and cards that assist the customers. The customers can choose thesuitable 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

De-mat Account

Safe Deposit Lockers

Loans

Credit Cards

Debit Cards

Prepaid Cards

Investments & Insurance

Forex Services

Payment Services

Net Banking

Mobile Banking

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ATM

Phone Banking

NRI Banking

Rupee Savings AccountsRupee Saving Accounts

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

Quick remit (North America, UK, Europe, and Southeast Asia)

India Link (Middle East, Africa)

Coequal Lock Box

In todays 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 companys 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.

2.7 Savings Account:

REGULAR SAVINGS ACCOUNT:

Features Benefits

Wide network of branches and over

7300 ATMs, Convenience with net

banking and mobile banking, BillPay to

make all regular utility bill payments

International Debit Card, Personalised

cheques for enhanced security.

SAVINGSMAX ACCOUNT:

Features and benefits Special Privileges

Free International Debit Card, Free

unlimited Transactions

Accidental hospitalization cover- Rs. 1

lakh per annum, Daily cash allowance of

1000 for 15 days.

SENIOR CITIZENS ACCOUNT:

Features and benefits Special Privileges

Free lifetime EasyShop International Preferential Rates on FDs, Special

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Debit Card to the first holder, National

Electronic Fund Transfer,

Preference on Demat Accounts

BASIC SAVINGS BANK DEPOSIT ACCOUNT:

Features Benefits

Free IVR based phone banking, Four free

cash withdrawals available per month

Use NEFT fund transfer, Safe Deposit

Locker

LIMITED KYC ACCOUNT:

Features Benefits

Free IVR based phone banking, Free

Passbook available at branch

Zero initial balance to open account, Zero

balance account so no AQB to be

maintained

PENSION SAVINGS ACCOUNT:

Features and benefits Special Privileges

Zero Balance Account, Free International

Debit Card

Timely communication to the customers

on the receipt of pension payments

orders, no pension disbursal delays

SAVINGS PLUS ACCOUNT:

Features and benefits Special Privileges

Free lifetime International Debit Card,

intercity and multicity banking, 25% off

on locker rental

Transfer funds through NEFT, Special

relationship discount on purchase of gold

bars.

WOMENS SAVINGS ACCOUNT:

Features and benefits Special Privileges

Free unlimited transactions at all HDFC

banks ATMs & non HDFC banks

domestic ATMs by using only HDFC

bank debit card , easyshop womans

advantage debit card with transaction

limit of Rs 25000 per day for cash

withdrawal and shopping limit of Rs

40,000 per day.

Accidental death covers Rs 10 lakhs ,

accidental hospitalization covers Rs 1

lakh per annum , gold loan upto 1%

discount on interest rate .

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CHAPTER 3

RESEARCH

METHODOLOGY

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3.1 Statement of research problem:

PROBLEM DEFINITION:

Human Resource is not able to sort out the problem, that 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.

3.2 Objectives of research project:

RESEARCH OBJECTIVES :

This study was undertaken:

1) To study the details of services provided by HDFC bank Standard regarding saving

bank account.

2) To analyze the factors that affect the customers decision regarding opening a saving

account.

3) To study the customer preferences and pen down recommendations to improvise the

banks business.

3.3 Research Design and Methodology:

TYPE OF DATA COLLECTED:

Data collected is of two types primary data and secondary data. Primary data is collectedfrom direct sources for a specific purpose. Secondary data is that which is collected by

indirect sources such as magazines, brochure, journals, newspapers etc.

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 companys 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: convenience sampling

Research Instrument: Structured Questionnaire.

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SCOPE OF THE STUDY:

1) Understand various saving accounts of the bank.

2) To consider the factors of customer for opening a saving accounts.

3) To understand the mode of transaction most frequently avail by the customer.

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.

TOOLS AND TECHNIQUES OF ANALYSIS :

1) Statistical tools used :

Percentage Analysis Method.

Pie charts

Tables

Bar graphs

2) Sampling Techniques used :

The non probability sampling techniques has been used by the researcher.

RESEARCH 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. As stipend, money was not given it was difficult to continue the project work.

3. The research is conducted in khanna city only.

4. To convince the people for a proper interviewing process is also difficult.

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CHAPTER 4

DATA ANALYSIS AND

INTERPRETATION

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DATA ANALYSIS

This study is based on the sample of 100 persons and most of the people who were

questioned were of 20 to 50 years of age. There were 55% males and 45% females

that were questioned. 55% were of income level 15-25 thousand, 35% of 25-40 and

10% of above 40 thousand.

Do you have a Saving Account?

Table 1.

Response No. of respondents %

Yes 97 97%

No 3 3%

Source : Compiled from Primary Data

Chart 1:

97%

3%

Yes No

Interpretation:

97% respondents have the saving accounts and only 3% do not have saving account. Thisshows that most of the people are interested in opening a saving account for themselves and

there lies a huge business of the bank in this field. Further the 3% people not having it serve

to be the future prospects of the bank.

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What is your Monthly Transaction in your account?

Table 2.

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%

Source : Compiled from Primary Data

Chart 2.

Cha

Interpretation

59% respondents gave their answer in 20-40 lakhs transactions, 28% respondents gave their

answer in 05-20 lakhs transactions and 13% respondents gave their answer in 40 lakhs and

above transactions. This shows that maximum people have their transactions between 20 to

Interpretation:

59% respondents gave their answer in 20-40 lakhs transactions, 28% respondents gave their

answer in 05-20 lakhs transactions and 13% respondents gave their answer in 40 lakhs and

above transactions. This shows that maximum people have their transactions between 20 to

40 lakh.

24

0%

10%

20%

30%

40%

50%

60%

70%

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

05L- 20L

20L - 40L

40L - Above

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In which Bank do you have your account?

Table 3.

Name of banks No. of respondents %

Kotak mahindra 3 3%

HDFC 33 33%

Co-operative 28 28%

ICICI 5 5%

Others 31 31%

Source : Compiled from Primary Data

Interpretation:

28% have saving account in co-operative, 3% in kotak Mahindra, 33% in HDFC, 5% in

ICICI, and 31% in other or others. This shows that customers are going for government

bank rather than private banks from where there seems more competition.

Which factors do you consider for opening a Savings Account?

Table 4.

25

3%

33%

28%

5

31%Kotak Mahindra

HDFC

Corporative

ICICI

Others

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Response No. of respondents %

Minimum balance 15 15%

Accessibility 15 15%

Free cheque 13 13%

Others 57 57%

Source : Compiled from Primary Data

Chart 4.

Interpretation:

Respondents gave their answer as 15% consider accessibility, 15% Minimum balance, 13 %

Free cheque, and the rest 57% as others. This shows that banks should concentrate on

providing better accessibility facilities to the customers to attract them.

Which mode of transaction do you avail of frequently?

Table 5.

Response No. of response %

26

0

10

20

30

40

50

60

minbalan

ce

accesibility

freecheque

others

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Pay order 12 12

DD 22 22

Cheque 76 76

Total 100 100

Source : Compiled from Primary Data

Chart 5.

Cheque, 76%

DD, 32%

Pay Order, 12%

Cheque DD Pay Order

Interpretation:

12% Response in pay order, 32% like DD, and 76 % costumer want from cheque mode.

Here we see that maximum people go for transaction through cheques. These are mainly

those people that belong to business class and make transactions for that purpose.

Which types of transaction do you make?

Table 6.

Response No. of respondents %

Intercity 33 33

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Outside city 15 15

Both 52 52

Total 100 100

Source : Compiled from Primary Data

Chart 6.

Interpretation:

33% account holder transaction intercity, 52 % Both, and 15% outside city. This shows that

maximum people today go for both intercity and outside city transactions therefore schemes

should be laid down keeping in mind convenience of the customers.

28

intercity

outside city

both

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Does your bank assist you in case of any problem?

Table 7.

Response No. of respondents %

Yes 90 90

No 10 10

Total 100 100

Source : Compiled from Primary Data

Chart 7.

90%

10%

Yes No

Interpretation:

90% say yes bank assists them in case of any problem, only 10% say no. this shows that

customer satisfaction is still not achieved 100% and there is room for improvement in this

segment. The bank should look for ways to improvise on this matter as this is of utmost

importance.

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Do you want to open a saving account in HDFC bank?

Table 8.

Response No. of respondents %Yes 80 80%

No 15 15%

Will think later 5 5%

Source : Compiled from Primary Data

Chart 8.

Interpretation.

80% of the respondents say they want to open a saving account in HDFC bank. 15% say

they do not want to open a saving account in it while the rest 5% say they would think later.

Of the large number of people that say that they want to open an account in HDFC not all of

them are account in HDFC, hence it should be found out what are problems and issues they

are facing and should be worked upon. This can effectively help increase the customer base.

Do you know clearly about HDFC savings account?

30

0

10

20

30

40

50

6070

80

yes no think later

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Table 9.

Response No. of respondents %

Yes 35 35%

No 60 60%

Cant say 5 5%Source : Compiled from Primary Data

Chart 9.

Interpretation.

35% of the people say that they know clearly about saving bank account, 60% say that they

dont while 5% of them say that they cant say. Of the large number of people that say that

they dont know clearly of the HDFC savings account, there are some who dont have their

accounts in HDFC while some do have their accounts and yet lack in some aspects. The

bank should work upon informing and explaining its special features in this area in a better

way.

31

0

10

20

30

40

50

60

yes no cant say

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If yes, how did you come to know about it?

Table 10.

Response No. of respondents %

Advertisement 22 22%

Website 12 12%

Friends 35 35%

Others 31 31%

Source : Compiled from Primary Data

Chart 10.

0

510

1520

25

3035

40

advertise

ment

website

friends

others

Interpretation.

22% of the respondents say they came to know about it through advertisement, 12% of them

got to know about it through website, 35% of them came to know about it by friends and the

rest responded they came to know about it through some sources other than these. This

shows that maximum promotion is through word of mouth, and almost equally through

advertisements, however in small cities like this website promotion is not very effective.

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CHAPTER 5

FINDINGS AND

RECOMMENDATIONS

5.1FINDINGS OF THE STUDY

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From the above study we have found that:-

1. Most of the respondents almost 97% respondents have the saving accounts while few

of them who dont have it serve to be the untapped market that can be swept.

2. It can be seen here that most of the people have a monthly transaction of 20 to 40lakh in their saving account while some of them come under the category of those

who have a transaction of less than 20 lakh.

3. It is that one third of the people have their accounts in the HDFC bank while just

few of them have their account in ICICI bank, the other private sector bank.

4. Most of the consider main factor while opening a saving bank account is minimum

balance while some say accessibility and free cheque too.

5. Most of the people find cheque as the most preferable mode of transaction while

some of them do go for DD and pay order too. It largely depends

6. Most of the people say that they deal frequently in both kinds of transactions- inter

city and outside city.

7. Most of the people say that their bank does assist them in case of any problem hence

it shows high level of satisfaction and difficulty in capturing new market.

8. Most of the people when asked reply in affirmative to wanting to open a saving

account in HDFC bank. This includes both existing customers and the prospective

ones.

9. When asked whether the people knew clearly about HDFC banks saving account,

most of the people who are having an account in the bank replied in affirmative

while others denied to have known clearly. This indicates towards banks upcoming

responsibility to increase awareness among the people.

10. It is also seen that the two effective modes of advertisement in a small city are word

of mouth marketing and advertisement on televisions.

5.2 RECOMMENDATIONS

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1. Contract Sales Executive (CSE) should be trained to explain the product features

and its value added services to make customers 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.

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CHAPTER 6

CONCLUSION

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CONCLUSION

Almost all the Banks offer similar features and facilities with their Savings accounts. Thereare certain reasons for existing customers of Saving Account of any Bank to shift to another

Bank. It is found that different people considered different reasons for opening a saving

account. Different people availed of different modes of transaction, the most common and

seemingly convenient being cheque. There are some people who say that their transactions

are confined to within the city only while some say they have transactions only out of the

city, but the maximum number of them have both kinds of transactions. It is good to see that

promotion through all ways is working effectively may it be advertisement, website or word

of mouth. However it is quite sad to know that when asked, most of the deny to be clearly

knowledgeable of the saving account regarding its requirement, facilities and other

propositions. This is the point where maximum focus should be laid. It has been found that

till now there is no such bank that has swept away the major share of market pie, if in the

coming future the bank lays down plans to spread awareness among the regarding its saving

account and its unique proposition, and executes them effectively it would be highly

beneficial for it.

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BIBLIOGRAPHY

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Books & authors:

Sontakki C.N. Marketing Management-Kalyani Publishers -3rd Revised Edition.

Kothari.C.R-Reseach Methodology- Methods & Techniques- Vikas Publishing- 2nd

Edition.

News Papers:

Times of India

Financial Express

Websites:

www.hdfcbank.com

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ANNEXURE

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QUESTIONNAIRE

Demographic Data:Name of Respondent

_________________________________

Contact No.

_______________________

Gender

Male

Female

Income group

XXXXXXXXXXXXXXXXXX

Questions:

Q1. Do you have saving Account?

Yes

No

Q2. What is your monthly transaction in your account?

5-20 lakhs

20-40 lakhs

40 lakhs and above

Q3. In which bank do you have your account?

ICICI

HDFC

Kotak Mahindra Bank

Nationalized

Other Banks

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Q4. Which Factors do you consider for opening a saving Account?

Accessibility

Minimum balance

Free cheque

Others

Q5. Which mode of transaction do you avail of frequently?

Cheque

DD

Pay Order

Q6. What types of transactions do you make?

Inter city

Outside city

Both

Q7. Does your bank assist you in case of any problem?

(a) Yes (b) No

Q8. Do you want to open a saving account in HDFC bank? yes

No

Will think later

Q9. Do you know clearly about HDFC savings account?

Yes

No

Cant say

Q10. If yes how did you come to know about it?

Advertisements

Websites

Friends

Others

Date___________________ Place__________________

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Signature___________________