Ak Hdfc Bank Final..docx

A SUMMER TRAINING PROJECT REPORT ON

“A Study on Digitalization in banks, with respect to HDFC BANK” Bachelor of Business Administration (Batch: 2015-2018)

Supervised By:

Submitted by:

Ms. Assistant Professor

Roll No: BBA V SEM (Evening, Sec A)

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES (Aff. to Guru Gobind Singh Indraprastha University) NAAC ACCREDITED ‘A’ Grade Category ‘A++’ Institute High grading 83% by Joint Assessment An ISO Certified Institute (Approved by AICTE, HRD Ministry, Govt. of India) Affiliated to Guru Gobind Singh Indraprastha University, Delhi 2A & 2B, MadhubanChowk, Outer Ring Road, Phase –I, Delhi – 1100885

TABLE OF CONTENT

Student declaration

i

Certificate of guide

ii

Acknowledgment

iii

Executive Summary

iv

Chapter

Page No

Chapter 1 …………………………………………………..……… 01 - 15 Plan of the Study Chapter II .……………………………………………………....... 16 – 33 Company Profile / Industry profile or details Chapter III .…………………………………………………......….. 34 - 38 Research Methodology Chapter IV .…………………………………………………..…....… 39 – 51 Data Analysis and interpretation Chapter V .……………………….…………........………………… 52 – 56 Findings Chapter VI .……………………….……………………………....... 57 – 59 Conclusion Bibliography…………………………………………………....……

60-61

Annexure…………………………………………………….......…… 62-66

STUDENT DECLARATION

“

This is to certify that I have completed my project titled A Study on Digitalization in banks, with respect to HDFC BANK”under the guidance of “Ms. Sweety Gupta” in the partial fulfillment of the requirement for the award of the degree of “Bachelor in Business Administration” from “Rukmini Devi Institute of Advance Studies, New Delhi”.

This is an original work and I have not submitted it earlier elsewhere.

Name of Student: Anshika Kohli Enrollment No.: 00880301715 Class and Section: BBA 2nd shift 5th sem

CERTIFICATE OF GUIDE This is to certify that this project titled “A Study on Digitalization in banks, with respect to HDFC BANK” is an academic work done by “Anshika Kohli” submitted in the partial fulfillment of the requirement for the award of the degree of “Bachelors in Business Administration” from “Rukmini Devi Institute Of Advance Studies, New Delhi” under my guidance and direction.

To the best of my knowledge and belief the data and information presented by her in the project has not been submitted earlier elsewhere.

Name of the Faculty: “Ms. Sweety Gupta” Assistant Professor (Project Guide) RDIAS

ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Rukmini Devi Institute Of Advance Studies GGSIP University, New Delhi for imparting us very valuable professional training in BBA. I pay my gratitude and sincere regards to “Ms. Sweety Gupta”, my project Guide for giving me cream of her knowledge. I am thankful to her as she has been a constant source of advice, motivation and inspiration. I am also thankful to her for giving her suggestions and encouragement throughout the project work. I take the opportunity to express my gratitude and thanks to our computer lab staff and library staff for providing me opportunity to utilize their resources for the completion of the project. I am also thankful to my family for constantly motivating me to complete the project and providing me an environment which enhanced my knowledge.

Name of Student: Anshika Kohli Enrollment No.: 00880301715 Class and Section: BBA 2nd shift Vth sem

CHAPTER-1

PLAN OF STUDY

INTRODUCTION OF BANKING MEANING AND DEFINITION: Bank is an institution that deals in money and its substitutes and provides crucial financial services. The principal type of banking in the modern industrial world is commercial banking and central banking.Banking means ‘Accepting Deposits for the purpose of lending or investment of deposits of money from the public repayable or demand or otherwise and withdraw by cheque, draft or otherwise.’ Banking companies (Regulation) Act, 1949 The concise oxford dictionary has defined a bank as “Establishment of custody of money which it pays out on customers order.” Infact this is the function which bank performed when banking originated Banking in the most general sense, is meant the business of receiving, conserving and utilizing the funds of community or of any special section of it. A banker of bank is a person, a firm, or a company having a place of business where credits are opened by deposits or collection of money or currency or where money is advance d or waned.

BANKING IN INDIA A HISTERICAL RSPECTIVE We can identify distinct phases in the history of Indian banking: 1. Early phases from 1786-1969 2. Nationalization of banks and up to 1991 prior to banking sector reforms. 3. New phase of Indian banking with the advent of financial banking. Banking in India has its own origin as early as Vedic period. It is believed that the transactions from many lending to banking must have occurred even before Manu, the great Hindu furriest, who has developed a section of his work to deposit and advances and laid down rules relating to the rate of interest. During the mogul period, the indigenous banker played a very important role in lending money and financing foreign trade and commerce.During the days of the East India Company, it was the turn of agency house to carry on banking business. The General Bank of India was the first joint stock bank to be established in the year 1786. The other which followed was the Bank

of Hindustan and The Bengal Bank. The bank of Hindustan is reported to have been continued till 1906. While the other two failed in the mean time. In the first half of the 19th century the East India Company established there banks. The Bank of Bengal in 1809, the Bank of Bombay in 1804 and the Bank of Bombay in 1843. These three banks also known as the Presidency banks were the independent units and functioned well. These three banks were amalgamated in 1920 and new bank, the Imperial Bank of India was established on 27th january1921. With the passing of the State Bank of India Act in 1955, the undertaking of Imperial Bank of India was taken over by the newly constituted SBI. The Reserve Bank of India (RBI) which is the central bank was established in April, 1935 by passing Reserve Bank of India Act, 1935. The Central Office of RBI is in Mumbai and it controls all the other banks in the country.Indian management was established in the country namely, Punjab National Bank Ltd., Bank of India Ltd., Bank of Baroda Ltd., Canara Bank Ltd., on 19th July 1969, 14 major banks of the country were nationalized and on 15th April 1980, 6 more commercial private sector banks were taken over by the government.

OBJECTIVE OF DIGITALIZATION Digitization is of crucial importance to data processing, storage and transmission, because it "allows information of all kinds in all formats to be carried with the same efficiency and also intermingled". Unlike analog data, which typically suffers some loss of quality each time it is copied or transmitted, digital data can, in theory, be propagated indefinitely with absolutely no degradation. This is why it is a favored way of preserving information for many organisations around the world. A digital bank represents a virtual process that includes online banking and beyond. As an end-to-end platform, digital banking must encompass the front end that consumers see, the back end that bankers see through their servers and admin control panels and the middleware that connects these nodes. Ultimately, a digital bank should facilitate all functional levels of banking on all service delivery platforms. In other words, it should have all the same functions as a head office, branch office, online service, bank cards, ATM and point of sale machines.The reason digital banking is more than just a mobile or online platform is that it includes middleware solutions. Middleware is software that bridges

operating systems or databases with other applications. Financial industry departments such as risk management, product development and marketing must also be included in the middle and back end to truly be considered a complete digital bank. Financial institutions must be at the forefront of the latest technology to ensure security and compliance with government regulations. DIGITALIZATION IS THE SUCCESS MANTRA FOR BANKS Bank has all the application and tools to support their various functions of the bank. They have systems to support their Core Banking, Lending Operations, Portfolio Management, Wealth Management, Document Management, KYC, AMLs, Risk Profiling, Treasury, etc. In total, you name a function of the bank, they have a system to support this activity. Yet, when it comes to providing timely service to customer and at effective rates, it's quality is much lower compared to mid tier banks in same regions or other parts of the world. For instance a new High Net Worth Customer on boarding may take minimum of 7 days to a maximum of 2 to 3 months and sometimes the customer has to followup on the status. Whereas some of the other mid tier bank in the same region is doing the same in 2 working days. This is a clear indication that Central Banking Regulatory norms are not the cause for delayed process, but it is internal systems capability and process maturity that is causing such bad performance of the banks. While some banks have taken Application Integration as solution, Digitalization is lot more than just integration of application. Here is an attempt to formalize the process and the right approach for implementing Digitization. Banks have designed their IT systems to support their day to day functionality. Before we move on to Digital world, there is a need to take stock of all the application, the technologies involved, the architecture of the system, the current usage, the future load on the systems are to be considered. Many of the organizations are spending lots of money and efforts in supporting these application to multiple production support houses.

A study on

standardization of applications and feasibility to consolidate makes it necessary to get more efficiency. Also the study of Enterprise architecture will facilitate in defining the optimized process.

Not only taking stock of application portfolio helps in reducing cost, but will also

facilitate in defining the technology agnostic process and IT Roadmap. Kindly note Digitization is not about building IT Solutions for current pain areas, it is step by step approach in achieving the Futuristic Position of the Bank and hence analyzing the current

Enterprise Architecture and fine tuning in line with the Vision of the Bank is of utmost importance.

CHAPTER-2

COMPANY PROFILE

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an ‘in principle’ approval from the Reserve Bank of India (RBI) to set a bank in the private sector, as part of the RBI’s liberalization of the Indian banking industry in 1994. The bank was incorporated in august 1994 in the name of ‘HDFC Bank Limited’, with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a World-class Indian Bank. HDFC bank’s business philosophy is based on our four core values – Customer Focus, Operational Excellence, Product Leadership and people. They believe that the ultimate identity and success of their bank will reside in the exceptional quality of people and their extraordinary efforts. They are committed to hiring, developing, motivating and retaining the best people in the industry. HDFC Bank’s mission is to be a World-class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank’s risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank’s business philosophy is based on four core values ‘Operational excellence, Customer Focus, Product Leadership and People.’

MISSION STATEMENT OF HDFC BANK 

World Class Indian Bank



Benchmarking against international standards



To build a sound customer franchises across distinct business



Best practices in terms of product offerings, technology, service levels, risk management and audit and compliance

VISION STATEMENT OF HDFC BANK The HDFC Bank is committed to maintain the highest level of ethical standards, professional integrity and regularity compliance. HDFC bank’s business philosophy is based on four core values such as:1. Operational excellence 2. Customer focus 3. Product leadership 4. People The objective of HDFC Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-step window for all his/her requirements. The HDFC Bank plus and the investment advisory services program have been designed keeping in mind needs of customer who seeks distinct financial solutions, information and advice on various investment avenues. BUSINESS STRATEGY Increasing market share in India’s expanding banking 

Delivering high quality customer service



Maintaining current high standards for asset quality through disciplined credit risk management



Develop innovative products and services that attract targeted customers and address inefficiencies in the Indian financial sector.

DISTRIBUTION NETWORK HDFC Bank headquartered is in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's e x p a n s i o n p l a n s t a k e i n t o a c c o u n t t h e n e e d t o h a v e a p r e s e n c e i n a l l m a j o r i n d u s t r i a l a n d commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading

stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The

Bank

also

has

a

network

of

about

over

2526

across these cities. Moreover, HDFC Bank's A T M n e t w o r k c a n b e a c c e s s e d b y a l l domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in I n d i a a s w e l l a s i n i n t e r n a t i o n a l m a r k e t s . S i n c e i t s i n c e p t i o n i n 1 9 7 7 , t h e C o r p o r a t i o n h a s maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With

its

experience

in

the

financial

markets,

reputation, large shareholder base and

unique

a

strong

market

c o n s u m e r franchise,

HDFC was ideally positioned to promote a bank in the Indian environment.

MANAGEMENT Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, has b e e n a p r o f e s s i o n a l b a n k e r f o r o v e r 2 5 y e a r s a n d b e f o r e joining HDFC Bank in 1994 was heading

Citibank's

operations

i n M a l a y s i a . T h e B a n k ' s B o a r d o f D i r e c t o r s i s c o m p o s e d o f eminent individuals with a wealth of experience in public polic y, administration, Senior executives representing HDFC are also on the Board. Senior banking professionals with substantial experience in India and abroad head various businesses a n d f u n c t i o n s a n d r e p o r t t o t h e M a n a g i n g D i r e c t o r . G i v e n t h e p r o f e s s i o n a l e x p e r t i s e o f t h e management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength.

TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have on line connectivity, the b a n k t o o f f e r s p e e d y f u n d s t r a n s f e r f a c i l i t i e s t o i t s c u s t o m e r s . Multibranch access is also provided to retail customers through the b r a n c h n e t w o r k a n d A u t o m a t e d T e l l e r M a c h i n e s (ATMs). The Bank has made substantial efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world class bank. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share.

QUALITY POLICY SECURITY: The bank long term financial security to their policy. The bank does this by offering life insurance and pension products. TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it will aim to manage their investments very carefully and live up to this trust. INNOGVATION: Recognizing the different needs of our customers, the bank offers a range of innovative products to meet these needs. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE “ONE FOR ALL AND ALL FOE ONE” TEAM WORK JOY AND SIMPLICITY

BUSINESS HDFC Bank offers a wide range of commercial and traditional banking services and treasury products to a wholesale and retail customers. The bank has three key business segments. Wholesale Banking Services. The bank’s target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small and mid-sized corporates and agrobased business. For these customers, the bank provide a wide range of commercial and transactional business services, including working capital finance, trade services, transactional services, cash management, etc. the bank is also a leading provider of structured solution, which combine each management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Based on its superior product delivery/service levels and strong customer orientation, the bank has made significant inroads into the banking consortia of a number of leading Indian corporate including multinationals, companies from the domestic business houses and prime public sector companies. It is recognized as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and bank.

RETAIL BANKING SERVICES The objective of the retail bank is to provide its target market customers a full range of financial products and banking services, giving the customers a one-stop window for all his/her banking requirements. The products are backed up by world class service and delivered to customers through the growing branch network, as well as through alternative delivery channels like ATM’s, Phone Banking, Net Banking and Mobile Banking. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions, information and advice on various investment avenues. The bank also has a wide array of retail loan products including Auto Loans, Loans against marketable securities, Personal Loans and Loans for Two-Wheelers. It is also a leading provider of Depository Participant (DP) services for retail customers, providing customers the facility to hold their investments in electronic form. HDFC was the first bank in India to launch an International Debit Card in association with VISA (VISA

Electron) and issues the MasterCard Maestro debit card as well. The bank launched its credit card business in late 2001. By March 2010, the bank had a total card base (debit and credit cards) of over 14 million. The bank is also one of the leading players in ‘merchant acquiring’ business with over 90,000 Point-to-sale (POS) terminals for debit/credit cards acceptance at merchant establishments. The bank is well positioned as a leader in various net based B2C opportunities including a wide range of internet banking services for Fixed Deposits, Loans< Bill payments, etc. Within this business, the bank has three main products areas- Foreign Exchange and Derivatives, Local Currency Money Market and Debit Securities, and Equities. With the liberalization of the financial markets in Indi, corporate need more sophisticated risk management information, advice and product structures. These and fine pricing on various treasury products are provided through the bank’s Treasury team. To comply with statutory reserve requirements, the bank is required to hold 25% of its deposits in government securities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio.

CHAPTER-3

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY "Research comprises of defining & redefining hypothesis or suggested solutions, collecting, organizing & evaluating data making deductions & reaching conclusion"-Cliford Woody. The term research Methodology here comprises of all research activities carried on in connection with the "Analysis of various schemes under Saving, FD and Demat account provided by HDFC Bank". The basic purpose of research methodology is to describe the research procedure. It helps the researches to adopt the right way to move on for carrying the study.

STEPS IN RESEARCH PROCEDURE 

Defining and analyzing the problem.



Determining sources of information



Preparing data collection format



Collection of data



Analysis of data



Interpretation of data



Preparation of report

RESEARCH DESIGN A research design is like arrangement of conditions for collections & analysis of data in a manual that aims to combine relevance to the research purpose with economy in procedures. A research design is purely & simply the framework of plans for a study that guides the collections & analysis of data the research design is the conceptual structure within which the research is conducted. It constitutes the blue print for the collection, measurement & analysis of the data. The research design with help to answer the following questions : 

Why the study is being made ?



From where the data needed can be collected ?



What time is required for the study to be competed & how much material is needed.



What will be the technique for data collections?



How the data can be analyzed?



How the answers to above questions can be found with minimum efforts, time & money?

SOURCES OF DATA COLLECTION To make the research complete it is very necessary to have useful and authentic data there are two types of data collection sources. PRIMARY SOURCE OF DATA COLLECTION Primary data are those which are collected afresh & for the first time, & this happens to be original in character. Simple well drafted questionnaire was circulated among all respondents. Full freedom was provided to an individual to answer the questions. Personal & Telephonic Interviews, observation, personal opinion & viewpoints of the respondents about the various schemes helped in completion of the project.

SECONDARY SOURCES OF DATA COLLECTION: These are those which are collected by someone else & which have been passed through statically process.Brochures, Manuals, Journals, Magazines, Site of HDFC Bank and various Articles provided lot many inputs for successful completion of project.

CHAPTER 4 – DATA ANALYSIS AND INTERPRETATION

Q.1.

How did you come to know about HDFC Bank?  To know about the HDFC Bank

Sources

Percentage of respondents

Friends

35

Marketing

40

Advertisement

10

Exhibitions

10

Others

5

As shown by the table above, people who come to know about the HDFC Bank through friends are 35%, through Marketing are 40%, through Advertisement are 10%, through Exhibitions are 10% and through Others are 5%.

SOURCES OF AWARENESS

40 35

PERCENTAGE

45 40 35 30 25 20 15 10 5 0

10

10 5

Friends

Marketing

ADS

Exhibitions

SOURCES

Other

Q. 2.

Whom did you contact first in HDFC Bank.  To contact First in HDFC Bank.

Helping Group

Percentage of Respondents

Marketing Executives

40

HDFC Branch

55

Others

5

To Contact First in HDFC Bank 60%

55%

50%

PERCENTAGE

40% 40% 30%

20% 10%

5%

0% HDFC Branch

Marketing Exec.

HELPING GROUP

Others

Q.3.

Which factor plays an important role while opening an account?  Factors that play an important role.

Factors

Percentage of the Respondents

Advertisement

20

Special Offer

30

Operational Staff

15

Convincing Power

of

20

executives Credibility of Bank

15

After conducting the survey advertisement plays 20%, Special Offer plays 30%, Operational Staff plays 15%, Convincing Power of Executives plays 20% and Credibility of Bank plays 15% role while opening an account in HDFC Bank. Thus study shows that special offer plays the most important role while opening an account according to the respondents.

% of Respondents Credi. Of Bank 15%

ADV 20%

Convicing Power of executives 20%

ADV

Sp. Offer

Operational Staff 15%

Sp. Offer 30%

Operational Staff

Q.4.

Which product do you use the most?  Product Used the most.

Product Name

Percentage of Respondents

Saving A/c

44

Current A/c

22

Fixed Deposit

28

Others

6

This table shows that the people who are using Saving A/c are 44%, Current A/c are 22%, Fixed Deposit are 28% and Others are 6% Thus the study shows that Saving A/c is the most preferred product of HDFC Bank by respondents. This can be shown by this Graph.

% of Respondents Other FD 6% Saving 28% 44% Current 22%

Saving Current FD Other

Q.5.

Which FD Scheme is most popular?  Most popular FD scheme

FD Scheme

Percentage of the Respondents

Reinvestment

30

Super Saver

45

Sweep in A/c

25

This Table shows that people are using reinvestment are 30%, Super Saver are 45% and Sweep in A/c are 25%. Thus the study shows that Super Saver is the most popular FD Scheme by the respondents. Most Popular FD Scheme

% of Respondents 45

PERCENTAGE

50 40

30

25

30 20 10 0 Reinsvestment

Super Saver

FD SCHEMES

Sweepin

Q.6.

Are you able to maintain AQB of Rs. 5000 in saving account?  Percentage of the respondents maintaining AQB.

Percentage of the respondents Yes

No

65

35

This can be shown by this Graph.

% OF RESPONDENTS 70

65

60

PERCENTAGE

50 40

35

30 20 10 0 Yes

No

Q.7.

Which of the following facilities Direct Banking Channels (DBC) you

avail the most?  Availing the most, DBC facilities. DBC Facilities

Percentage of the Respondents

ATM

45

Phone Banking

10

Net Banking

25

Mobile Banking

20

PERCENTAGE OF RESPONDENTS 45

45

35

40 35

PERCENTAGE

30

20

25 20 10

15 10 5 0 ATM

PHONE

NET MOBILE BANKINGBANKING

DBC FACILITIES

Thus study shows that ATM is the most preferred Direct Banking Channel by the respondents.

Q.8.

What are the causes for not using any of the Direct Banking Channels?  Causes responsible for not using DBC

Causes

Percentage of the Respondents

Unwareness

32

Lack of Knowledge

42

Feel

more

secure

while 21

banking personally Unsatisfied

5

% of Respondents

Feel more secure banking personal 21% Lack of Knowledge 42%

Feel more secure banking personal Unsatisfied

Unsatisfied 5%

Unawareness Lack of Knowledge

Unawareness 32% This Graph shows that the main cause for not using DBC by respondents is lack of knowledge.

Q.9.

How will you rate performance of direct banking channels you are

using?

 Rate performance of the DBC.

Performance of DBC

Percentage of the Respondents

Best

40

Good

30

Fair

20

Poor

7

Very Poor

3

% of Respondents

Very Poor Poor 7%3% Fair 20%

Best

Best 40%

Good Fair

Poor

Good 30%

Very Poor

The Graph shows that 40% people says DBC Best , 30% says DBC is good, 20% says DBC Fair, 7% says DBC is poor and 3% says DBC is very poor in its performance.

Q.10.

How would you rate performance of HDFC Bank?  Rate performance of HDFC Bank.

Rate Performance

Percentage of the Respondents

Best

40

Good

35

Fair

20

Poor

3

Very Poor

2

Poor 3%

Very Poor 2%

Fair 20%

% of Respondents

Best 40%

Best Good Fair Poor

Good 35%

Very Poor

This Graph shows that 40% people says HDFC is Best in its performance, 35% people says HDFC is Good, 20% says it is Fair, 3% says it is poor and 2% people says it is Very Poor in its performance.

Q.11.

Did you face any problems while maintaining your account at bank?  Percentage of the respondents facing the problems while maintaining were account.

Percentage of Respondents Yes

No

45

55

% of Respondents

PERCENTAGE

60 50 40 30 20 10 0

55 45

Yes

No

This Graph shows that 45% people says they are facing the problem while maintaining the Account and 55% people says they are not facing any of the problem while maintaining the Account in HDFC Bank.

Q.12.

Why do you prefer HDFC Bank?  Preferred HDFC Bank.

Facilities

Percentage

Better

20

Plan

30

Selusen

30

Agents

15

Others

5

PERCENTAGE

%30of Respondents 30 30 25

20 15

20 15

5

10 5 0

BetterPlanSelusen Agents Others

FACILITIES

This Graph shows that 20% respondents preferred HDFC Bank because of Better Facilities, 30% because of Better plan, 30% because of Selusen, 15% because of agents and 5% because of other facilities.

Q.13. Do you think private sector banks are better than public sector banks? % of Respondents

15

Yes No 85

Q.14.

What extra service would you like to avail form the bank? % of Respondents

10

20

Online Trading of Shares Phone Banking Bills Pay

40 30

Other

CHAPTER-6

SUGGESTION AND CONCLUSION

SUGGESTIONS  Promotional efforts like advertisement canopies, increase in number of marketing executive, distribution of brochures, sponsoring various shows & function should be increased to increase awareness about HDFC Bank and its products and attract customers.  Online trading of shares should be started for Demat A/c holders.  Service charges for non maintenance of AQB in savings account should be decreased.  To demonstrate the use of direct banking channels (DBC) Like ATM, phone banking, net banking,  Mobile banking to the customers to remove their queries and problems regarding DBC.  For account opening and delivery of welcome kit, time should be reduced.  The bank should provide for regular and frequent calls to their profitable customers to retain clientele & to make them feel more comfortable and attached to the bank (CRM)  HDFC Bank should also bring a new feature of CC (Cash credit) limit.

CONCLUSION 35% of respondents came to know about bank through friends while 5% through marketing executives 10% through ads and exhibitions.  40% of respondents contracted marketing executives for the first time in the bank while 55% contracted directly HDFC Branch.  80% of respondents received introductory calls by the bank.  40% of respondents agreed that they interacted 2 times while opening their account while 20% agreed that they interacted zero and grater than 3 times respectively.  Special offer with the products played an important role while opining an account as 30% respondents and credibility of bank to which 20% of respondents agreed respectively while 15% of respondents agreed operational staff and convincing power of executives play important role.  Saving account is the most important product Next comes FD, then current and lastly Demat.  Super saver scheme is the most popular scheme in FD.  Around 65% of respondents are able to maintain their AQB of Rs.5000 in savings account.  80% of respondents are satisfied with their Demat A/c.  ATM facility is used the most among all direct banking channels 45% respondents agreed to this.  Lack of knowledge about DBC is the most important reason for not using DBC. Also unawareness about them is the reason DBC performance is rated as satisfactory.  HDFC Bank's performance is rated as satisfactory.  Executives have satisfactory knowledge about products.  55% of respondents faced no problem while maintaining their account.  HDFC Bank is preferred the most because of higher returns and better plans and services.  85% of respondents agree that private sector banks are better than public sector banks.  Respondents require new facilities as bills pay, phone banking, online trading of shares.

BIBLOGRAPHY

Books: Research Methodology

-By C.R. Kothari

Business Research and Methods

-By Donal R & Schindler, cooper

Marketing Management

-By Philip Kotler

Magazine: Business Today Business World

Annual Report of HDFC Bank Manuals Brochures Websites www.hdfcbank.com www.indiainfoline.com

ANNEXURE QUESTIONNAIRE NAME

:

AGE

:

SEX

OCCUPATION

:

PHONE NO. :

1.

How did you come to know about HDFC Bank? Friends

2.

Marketing

Ads

HDFC Bank

No

One

Two

Three

More than three

Which factor play an important role while opening an account? Advertisement

Special Offers

Convincing power of executives 6.

Other

How many times did you interact while opening an account? Zero

5.

Other

Did you receive any introductory call by the Bank? Yes

4.

Exhibitions

Whom did you contact first is HDFC Bank? Marketing Executives

3.

:

Operational Staff Credibility of bank

Which product do you use the most? Saving Account

Current Account

FD

Others 7.

Which FD scheme is most popular? FD

8.

Super saver a/c

Are you able to maintain AQB of Rs. 5000 in savings account? Yes

9.

Sweep in account

No

Which of the following facilities Direct Banking Channels (DBC) you avail the most? ATM

Net Banking

Phone Banking

Mobile Banking

10.

11.

12.

13.

14.

What are the causes for not using any of the Direct Banking channels? Unawareness

Feel more secure while banking personally

Unsatisfied

Lack of knowledge about use

Others

How will you rate performance of direct banking channels you are using? Best

Good

Fair

Poor

Very Poor

How would you rate clarify of products by executive in the bank? Best

Good

Fair

Poor

Very Poor

How would you rate performance of HDFC bank? Best

Good

Fair

Poor

Very Poor

Did you face any problems while maintaining your account at bank? If 'yes' please mention what problems you faced. Yes No

15.

Why do you prefer HDFC Bank? Better services Attractive Plans

16.

Others

Agent Known

Do you think private sector banks are better than public sector Yes

17.

tter returns

banks?

No

What extra service would you like to avail from the bank? _____________________________________________________________________ __________________________________________.

18.

Suggestion: -

_____________________________________________________________________ __________________________________________.

PLACE:_________________ DATE:__________________