30849414 hdfc bank summer project

7/27/2019 30849414 HDFC Bank Summer Project

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Customer preference & attributes towards Saving Account of HDFC Bank

A project report on

Customer preference &Attributes towards saving-

Account

In

Prepared by:

Rajesh kr.Singh

Mount Carmel school, Dwarka

New Delhi-24


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Acknowledgements

If words are considered to be signs of gratitude then let these words Convey

the very same. My sincere gratitude to Mr. Tushar Varshney, junior manager,

HDFC BANK, Noida-29 and giving necessary directions on doing this

project to the best of my abilities.

I am highly indebted to Mr. Manish Panchal., Branch

Manager, who 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.

Rajesh kr. singh


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CHAPTER 1 INTRODUCTION . ..3-111.1 General Introduction..3

1.2 Industry Profile3

a. Origin and Development of the industry4

b. Growth and Present Status of theindustry...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 Experience32

CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM 34-47

4.1 Statement of Research Problem.. 35


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

4.3 Research Design and Methodology35

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


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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,
http://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Calcuttahttp://en.wikipedia.org/wiki/Calcuttahttp://en.wikipedia.org/wiki/Bank_of_Bombayhttp://en.wikipedia.org/wiki/Bank_of_Madrashttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/Imperial_Bank_of_Indiahttp://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Calcuttahttp://en.wikipedia.org/wiki/Bank_of_Bombayhttp://en.wikipedia.org/wiki/Bank_of_Madrashttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/British_East_India_Companyhttp://en.wikipedia.org/wiki/Imperial_Bank_of_India


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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.

A couple of decades later, foreign banks such as Credit Lyonnais started

theirCalcutta 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 exchangingmoney. 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, 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
http://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Reserve_Bank_of_Indiahttp://en.wikipedia.org/wiki/Credit_Lyonnaishttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/British_Rajhttp://chestofbooks.com/finance/banking/Money-And-Banking/Money-And-Banking-Chapter-I-The-Nature-And-Functions-Of-Mo.htmlhttp://chestofbooks.com/finance/banking/Money-And-Banking/1-The-Purpose-And-Importance-Of-Coinage.htmlhttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/State_Bank_of_Indiahttp://en.wikipedia.org/wiki/Reserve_Bank_of_Indiahttp://en.wikipedia.org/wiki/Credit_Lyonnaishttp://en.wikipedia.org/wiki/Kolkatahttp://en.wikipedia.org/wiki/British_Rajhttp://chestofbooks.com/finance/banking/Money-And-Banking/Money-And-Banking-Chapter-I-The-Nature-And-Functions-Of-Mo.htmlhttp://chestofbooks.com/finance/banking/Money-And-Banking/1-The-Purpose-And-Importance-Of-Coinage.html


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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

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


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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 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
http://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Automated_teller_machinehttp://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Automated_teller_machine


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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 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 Its

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


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would later confirm the papers assessments and its explanation of the

course of events in the banking industry over the period 19791994.

Over the two decades 19842003, the struct

ure of the U.S. banking industry indeed underwent an almost unprecedented

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


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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?


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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


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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


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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.


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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


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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.

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. ] As of September 30, 2008 the bank had

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


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2.3 Present Status 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.

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

March 2007 March 2008 March 2009

Citied 228 316 452

Branches 535 684 1412

ATMs 1323 1605 3275


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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


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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


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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


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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.


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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:-


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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.


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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


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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


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Foreign Currency Deposits

Accounts for Returning Indians

Quick remit (North America, UK, Europe, 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.

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.


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C.

D. 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.

E. 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.


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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 todays 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 realized 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.


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CHAPTER-3

DISCUSSIONS

ON

TRAINING

3.1 Students 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.


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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 dont harbor unrealistic expectations.


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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 days 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 days 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.


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CHAPTER-4

STUDY OF

SELECTED

RESEARCHPROBLEM

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


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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 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


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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 Delhi so the findings should not be generalized. The

area of research was Delhi 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 ?


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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.

Question 2

Do you have a Saving Account?

0%

10%

20%

30%

40%

50%

60%

70%

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

05L- 20L

20L - 40L

40L - Above


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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?


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Mobile banking 7 7

At per cheque 3 3

NEFT 2 2

RTGS 2 2

Total 100 100

Chart 4


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0

2

4

6

8

10

12

14

16

18

20Accessibility

Minimumbalance

DD/pay order

Free cheque

Debit card

Cash deposit

Cheque pick up

Net banking

Mobile banking

At per cheque

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 %


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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 ?


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Intercity 33 33

Outside city 15 15

Both 52 52

Total 100 100

Chart 6

Analysis:

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

Question 7

Does your bank assist you in case of any problem?


Inter city, 33%

Both, 52%

Outside

City, 15%


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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.


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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


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SUMMARYAND

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.


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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 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.


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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.


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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.


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Name of Respondent

_________________________________

Contact No.

_______________________

1. Monthly Transaction?

________________________________________________

2. Do you have saving Account?

(a) Yes (b) No

3. If Yes Which banks-

o ICICI

o HDFC

o Kotak Mahindra Bank

o Nationalized

o Other Banks _________________

o Co-Operative Banks___________________


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4. Which Factors do you consider for opening a saving Account

o Accessibility

o Minimum Balance

o DD/ Pay Order

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

Cheque Pick upo Net Banking

o Mobile Banking

o At Par Cheques

o NEFT

o RTGS


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8.. What are the additional Benefits do you expect from a Saving Account?

___________________________________________________________

___________________________________________________________

_______________________.

Date___________________

Place__________________

Signature


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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/http://www.google.com/

30849414 hdfc bank summer project

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