Hdfc Bank Ltd1111

THE PROJECT A REPORT ON “Customer need analysis of HDFC Bank : a comparative study with competitors Product” -Presented by Biswajit Kakati IBS Kolkata Enrolment no- 07bs1032

The sector  Banking- the catalyst for socio-economic

development of a society.  Banking in India originated in the first decade of 18th century - The General Bank of India-1786Bank of Hindustan.  The oldest bank –State Bank of India-established as "The Bank of Bengal" in Calcutta in June 1806.  fully Indian owned bank was the Allahabad Bank, which was established in 1865  The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. Source RBI

The change…..  In 1949, the Banking Regulation Act was

enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India.“  GOI issued an ordinance and nationalised the 14 largest commercial banks with effect from the midnight of July 19, 1969.  In the early 1990s - Narsimha Rao government - liberalisation -licences to a small number of private banks- New Generation tech-savvy banks-such as Global Trust Bank , Axis Bank, ICICI Bank and HDFC Bank Source RBI

Current scenario 81 scheduled commercial banks - 28 public sector

banks , 24 private banks and 29 foreign bankscombined network of over 53,000 branches and 17,000 ATMs.

 report by ICRA Limited, a rating agency,

  

total industry,

public sector banks- over 75 percent of assets of the banking private- 18.2% foreign banks- 6.5% Source ICRA and RBI

Continues…… A little data on commercial banks- ( RBI ) Rural

Urban/metr opolitan

OFFICES

30,546

Semiurban 16,743

DEPOSITS

276,907

392,264

2271,808

CREDIT

168,804

211,103

1777,396

25,724

Source RBI

COMPANY PROFILE  One of the first to get “in principal approval” from RBI after Banking Industry Liberalisation  Number of branches – 753  Operates in 320 cities across India  For fifth time in a row “the best bank” in India(

indiatoday survey )

 The largest private sector bank after merger Source hdfcbank.com

SHAREHOLDING PATTERN

Source hdfcbank.com

Guwahati, an analysis from banking perspective The following are the Business hub in Guwahati city Ganeshguri  Fancy Bazar  Chandmari  Noonmati  Dispur  Beltola  Maligaon  Paltan Bazar  Ulubari

Continues.. HDFC bank presence-

Fancy Bazar Chandmari Noonmati Dispur Bhangagarh

SBI presence Ganeshguri Fancy Bazar Chandmari Noonmati Dispur Beltola Maligaon Paltan Bazar Ulubari Jalukbari

The flow of the analyses-

 About the product  customer`s most sought after services  Where they are satisfied and where they are

not.  Judging customers awareness.  Analysis of the gap in services  The SWOT analysis  Problems and recommendations.

The productThe bank offers product in three broad categories Retail banking- for retail customers- deposit

products, loans, debit cards, credit cards and others  Wholesale banking- for top , medium and small

scale enterprises.  Treasury operation-manage balance sheet and

provides foreign exchange facility to customers.

Continues….. The various benefits offered by HDFC Bank with retail and wholesale banking are Pay order facility  Facility of demand draft  RTGS facility  NEFT facility  Facility of free cheque book  Mobile banking  Net banking  Insta alert facility

customer`s most sought after services  Online Fund Transfer  Facility available of cash deposit for inter or intra

branch Banking and cash withdrawal  Free cheque book  Payable at par cheque book facility  Phone banking facility  Insta alert facility  Free pay orders/ demand draft  Monthly statement  Availability of loan  Working timing of the bank

Where dissatisfaction lies  Phone banking facility  Insta alert facility  Availability of loan  Working timing of HDFC

Where they are satisfiedOnline Fund Transfer  Facility available of cash deposit for inter

or intra branch Banking and cash withdrawal Free pay orders/ demand draft

Judging customer`s awareness  Are you aware of various banking terms like –

activation of account and AQB? 71.85% of the respondent say they are not.

no

Continues……….. Are you aware of various benefit you can

get if you keep your account active ? 75.56% of the respondent say they are not yes

no

The bank`s strength and weakness Strength Online Fund Transfer   Facility available of cash deposit for inter or intra branch Banking and cash withdrawal  Free pay orders/ demand draft Weakness Working timing of HDFC  Availability of loan  Monthly statement  Insta alert facility  Phone banking facility  Net banking facility

Analysis of gap in servicesExpected service

Perceived service

Service delivery Gap 3 Gap 1

Translation of service into perceive quality Gap 2 Management perception

Continues… The gapes in the services of HDFC Bank are as follows Gap between consumer expectation and

management perception

- gap 1

 Gap between management perceptions and

service –quality specification

- gap 2

 Gap between service – quality specification

and service delivery

-gap 3

Some other areas of concern The following are some other areas causing customers switching to other banks Location/working time  Wait for service  Unresponsive  Reluctant response  Cut-throat competition  Business obligations

The SWOT analyses STRENGHT A complete range of product for retail banking.  A sound IT base.  A strong wholesale banking base by innovating on product

offerings.  The efficient utilisation of cross selling.  Increased geographical presence.  A timely merger.

continues WEAKNESS Failure in providing prompt services.  Non responsive.  Less number of ATMs and branches.  Lack of modern equipment.  Working hours.

CONTINUES….. OPPORTUNITY Rise in upper and middle class population- due to

GDP growth  Liberalisation of trade and business.  Largely unexplored market in regions where only

public sector banks operates.

Continues… THREAT may face increased competition as a result of

revised guidelines that relax restrictions on the presence of foreign banks in India.  If unable to manage rapid growth, business could be adversely affected.  Competition from large public sector banks as well as from private banks.  Retaining efficient management team in the face of competition.  Getting permission of RBI for opening up new branches.

Problems and recommendations  Phone banking facility  Insta alert facility  Availability of loan  Working timing of HDFC  Wait for service

Continues…  Reluctant response  Lack of knowledge among customers about

various banking concepts.  Lack of knowledge among customers about

various benefits  Less branches and ATMs  Not providing service at promised time

Continues… Lack of modern equipment like reservation

facility.

Reluctant in providing information to

customers about various after sales requirement

recommendations  Building of a robust phone network system.  Quick response to customers.  Introduction of facilities like reservation

system which will cut waiting time for customer considerably.  Increase awareness among customers about

various banking terms and conditions.

Continues…  Extensive advertising where the bank enjoys

advantage like RTGS and NEFT etc.  Delivery of services at promised time.  Keeping customers informed as to when

service will be performed.  Expansion of branches and ATMs in the areas

which are business hub.

The areas where branch expansion is necessary-( mark)

(1)Beltola (2)Ganeshguri (3)Ulubari (4)Maligaon

4

3 2 1 Map source mapsofindia.com

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