Market Research Project


Comparative Study of SAVINGS a/c Of AXIS bank, ICICI bank and HDFC bank

Indian Institute of Planning and Management, Satbari


With great pleasure, I express my heartiest thanks to Mrs. Priyanka J. for giving me an opportunity to work under her guidance. She gave me the guidelines that helped me a lot in the preparation of my research report. I express my thanks to all the respondents to whom I visited, for their support and valuable information, which helped me in the completion of my research project work. I express my sincere gratitude to my parents, friends and all others who have directly or indirectly inspired and helped me to complete my project with unremitting zeal and enthusiasm.


I hereby state that this work is a result of study on the “Comparative study of SAVINGS a/c of AXIS bank, ICICI bank and HDFC bank”. The findings & conclusion expressed in this research report are genuine and for academic purpose. It is my own and it has neither been submitted nor published anywhere before any resemblance to earlier project or research work purely coincidental. It is totally based on my hard work and creativity.

CONTENTS 1) Introduction 2) Objective of the study 3) About the organization 4) Research Design - Research Design - Sampling - Data Collection Methods 5) Comparison with Competitors 6) Limitations and Findings 7) Recommendations and Suggestions 8) Conclusion

The research report throws light on the products and service so offered by Axis Bank. In current scenario customers are very much aware of their money investment. They evaluate all the advantages and disadvantages of the products and services provided by the banks. After being fully satisfied only, they invest their money. So, during this Research report, I have tried to show all aspects which customers keep in mind while choosing a bank and its products or services; and what they want from the side of the bank. The main points included with in the project are : – ) ) ) History and performance of the bank Products and services offered by the bank Potential of bank in the market i.e. its recognition by the customers

) Aspects considered by the customers while establishing any relationship with the bank

• To know about Retail banking • To know about the scope of Retail banking

• To know about the products in Retail banking
• To Compare the products of competitor banks

WHAT IS BANKING? There is no unanimity among the economists about the origin of the word “BANKING”. The word “BANK” is itself derived from the Greek word “BANQUE” i.e. a bench. The German word “BANC” means a joint stock firm. In modern times, commercial banking occupies quite an important place in the framework of every economy because of the continuing challenge it presents to those who are responsible for managing the affairs of the nation’s bank’s and to those who observe and study their performance. EVOLUTION OF COMMERCIAL BANKING As public enterprise, banking, as we know it today, made its first beginning around the middle of the twelfth century in Italy. The Bank of Venice (1157) was the fist public banking institution. Following its establishment, were established Bank of Barcelona (1401), Bank of Geneva (1407). The famous Bank of Amsterdam was founded in 1609. It was as popular as Bank of England now. Not with standing the establishment of the Bank of England (1694), the development of modern commercial banking institutions has to wait for another century and four decades until the passage of the “BANKING ACT, 1833” which provided for the establishment of the joint Stock Banks. It was the first banking regulation act introduced by the state. COMMERCIAL BANKING IN INDIA The “Calcutta Bengal Bank (1838)” was the first bank of India, which was renamed as Presidency Bank later on. The English managed it. Now it is renamed as “State bank of India”.

The first of limited liability managed by Indians was Oudh Commercial Bank founded in 1881. Subsequently, the Punjab National Bank was established in 1894. Swadeshi movement, which began in 1906, encouraged the formation of a number of commercial banks. But banking crisis during 1913-1917 and failure of 588 banks in various states during the decade ending in 1949 underlined the need for regulating and controlling commercial banks. The Banking Companies (Inspection Ordinance) was issued in January 1946. The Banking Companies (Restriction of Branches) Act was passed in February 1949, which was subsequently amended to read Banking Regulation Act.  The RESERVE BANK OF INDIA was established under RBI Act, 1934 and nationalized on 01/01/1949 .  STATE BANK OF INDIA is the India’s biggest bank and the largest bank in the world by the number of branches (more than 68000 branches in India and overseas).  As per a report of December 2001 in India consists of 294 scheduled banks (including foreign banks) out of which 223 are in public sector of which 196 are regional rural banks.  At end of June, 1969 deposits of these banks aggregated Rs. 4,646 crore. In December 2001, this had increased to Rs. 882,373 crores.  Sector-had operation overseas with 92 branches (including 55 offshore units), 4 joint ventures and 12 subsidiaries and 14 representative offices. CURRENT SCENARIO The industry currently is in a transition phase. On the one hand the PSBs (Public Sector Bank) which are main stay of Indian Banking System, are in the process of shedding their flab in terms of excessive manpower, excessive Non Performing Assets (NPAs) and excessive governmental equity, while on the other hand Private Sector Banks are consolidating themselves although merger and acquisitions.

PSBs which currently accounted for more than 78% of total banking industry assets are saddled with NPAs (a mind boggling Rs. 830 billion in 2000), failing revenues from traditional sources, lack of modern technology and massive work force while the new Private Sector Banks are forging ahead and rewriting the traditional banking business model by way of their sheer innovation and service. The PSBs are of course currently working out challenging strategies even as 20% of their massive employee strength has dwindled in the wake of successful Voluntary Retirement Schemes (VRS). The private players however can’t match the PSBs great reach great size and access to low cost deposits? Therefore one of the means for them to combat the PSBs has been through the merger and acquisition route. In the near term, the low interest rate scenario is likely to affect the spreads of majors. This is likely to results in greater focus on better management procedures consequently, only banks that strive hard to increase their share of free-based revenues are likely to do better in the future.

Axis Bank was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private banks to be established. The Bank was promoted jointly by the Administrator of the specified undertaking of the Unit Trust of India (UTI - I), Life Insurance Corporation of India (LIC) and General Insurance Corporation of India (GIC) and other PSU insurance companies, i.e. National Insurance Company Ltd., The New India Assurance Company Ltd., The Oriental Insurance Company Ltd. and United India Insurance Company Ltd. The Bank today is capitalized to the extent of Rs. 358.56 crores with the public holding (other than promoters) at 57.60%. The Bank's Registered Office is at Ahmedabad and its Central Office is located at Mumbai. Presently, the Bank has a very wide network of more than 701 branch offices and Extension Counters. The Bank has a network of over 2854 ATMs providing 24 hrs a day banking convenience to its customers. This is one of the largest ATM networks in the country. The Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence.

• • • • Customer Service and Product Innovation tuned to diverse needs of individual and corporate clientele. Continuous technology up gradation while maintaining human values. Progressive globalization and achieving international standards. Efficiency and effectiveness built on ethical practices.

• Customer Satisfaction through - Providing quality service effectively and efficiently

- "Smile, it enhances the face value" is a service quality stressed on - Periodic Customer Service Audits • • Maximization of Stakeholder value Success through Teamwork, Integrity and People

OBJECTIVES OF AXIS BANK  To provide the various facilities to the account holders as well as the general people which they could not get before.  Axis bank aims to provide customer world class products at competitive price along with the technology that make their banking effortless.  The objective of Axis bank is not customer satisfaction but customer delight.  The objective of Axis bank is not only making profit but also to penetrate the market to make good image in the market.  Axis bank also wants to make aware to the people about the various schemes available like current accounts, saving accounts, home loans, car loans, twowheelers loans etc. by the seminars on various topics related to the finance and by the help of advertising a face-to-face communication. FUNCTIONS  To provide loans.  To provide finance in the form of equity.  To sponsor and underwrite new issues of share and securities.  To make fund available for investment.  To guarantee loans from private investment sources.  To provide loans in foreign currency.  To furnish managerial, technical and administrative services to the Indian industries.

 To serve as a merchant banker.  To provide lease financing.  To work as a trustee to setup mutual fund.

The objective of this policy is to establish a system whereby the Bank compensates the customer for any financial loss he/she might incur due to deficiency in service on the part of the Bank or any act of omission or commission directly attributable to the Bank subject to the terms prescribed under Paragraphs on 'Award of Compensation' and 'Force Majeure' at the end. The Policy is based on principles of transparency and fairness in the treatment of their customers. The Policy prescribes compensation only for financial losses which customers have incurred due to deficiency in the services offered by the Bank which can be measured directly and limited to compensation specified for respective service as given below. As such, the commitments under this Policy are without prejudices to any of the rights the Bank has/will have in defending its position before any forum duly constituted to adjudicate the banker-customer disputes.

One of the important functions of the Bank is to accept deposits from the public for the purpose of lending. In fact, depositors are the major stakeholders of the Banking System. The depositors and their interests form the key area of the regulatory framework for banking in India and this has been enshrined in the Banking Regulation Act, 1949. The Reserve Bank of India is empowered to issue directives / advices on interest rates on deposits and other aspects regarding conduct of deposit accounts from time to time. With liberalization in the financial system and deregulation of interest rates, banks are now free

to formulate deposit products within the broad guidelines issued by RBI. This policy document on deposits outlines the guiding principles in respect of formulation of various deposit products offered by the Bank and terms and conditions governing the conduct of the account. The document recognizes the rights of depositors and aims at dissemination of information with regard to various aspects of acceptance of deposits from the members of the public, conduct and operations of various deposits accounts, payment of interest on various deposit accounts, closure of deposit accounts, method of disposal of deposits of deceased depositors, etc., for the benefit of customers. It is expected that this document will impart greater transparency in dealing with the individual customers and create awareness among customers of their rights. The ultimate objective is that the customer will get services they are rightfully entitled to receive without demand. While adopting this policy, the bank reiterates its commitments to individual customers outlined in Bankers' Fair Practice Code of Indian Banks' Association. This document is a broad framework under which the rights of common depositors are recognized.




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There are various types of Savings accounts that are being offered by the Axis bank. 1) ZERO BALANCE SAVINGS ACCOUNT
At Axis Bank it has been their constant endeavor to create products specifically catering to the customer’s needs. The account while offering you a whole range of services also addresses the latent need of having an account without the hassle of maintaining an average quarterly balance. It offers certain features • • • • • • • No Average Quarterly Balance requirement Free International Debit Card with an Accidental Insurance cover up to Rs 2 lakhs (charges for the primary holder are waived) Free mobile banking facility Access through more than 675 branches and more than 2800 ATMs At-Par cheque facility with the clearing limit of Rs 50,000 24x7 Telebanking & Internet banking Free quarterly statements

Any person resident outside India may open NRE account. This account permits a NRI to hold and maintain foreign currency earnings in Indian rupees. The principal and interest

earned on these balances are freely repatriable. Whether you are a student, a professional, a salaried employee or an entrepreneur, this account will meet all your banking needs Features • Change of Resident Status - In the event of the NRI returning from overseas on a permanent basis the NRE Accounts is to be redesignated as resident accounts or the funds held in these accounts may be transferred to RFC accounts if the account holder is eligible for maintaining RFC account. • • Nomination Facility - Nomination can be in favor of resident or non-resident Repatriation of funds by nominee

Remittance abroad by Non-Resident Nominee: Banks may allow remittance of funds abroad, or funds may be credited to NRE or FCNR deposits. Remittances abroad by Resident Nominee: Funds are to be credited to the ordinary SB account. If the nominee wants to remit funds outside India for meeting the liabilities of the deceased, should obtain permission from RBI.

The account is an endeavor by the Bank to understand the consumers' needs and redefine banking to suit their requirements for a truly comfortable banking experience. Easy Access Savings Account gives them instant access to their money anywhere, anytime. Possessing a range of unmatched features, it has been devised to better suit the convenience of their eclectic client base. Features:

At Par Cheque Book - As an Easy Access Savings Account Holder, the cutomers receive the "At-par" chequebook. They can encash these cheques as local cheques at any of the 257 centers where the bank has a presence, at no extra cost. Drafts

are now history.

ATM Network Easy Access - Savings Account also entitles them to an International Debit Card with which they can access their account anytime at all the ATMs - both, Visa enabled and the partner banks - across the country. Withdrawals and deposits (money as well as cheques) are possible with their Debit Card. And unlike most other ATMs, an Axis Bank ATM allows them to withdraw upto Rs 40,000 per day.

Anywhere Banking - Customer can transact through any of their branch offices all of which are interconnected for their banking convenience. Transactions like cash deposits, cash withdrawal, transfers and clearing deposits can all be carried out wherever they happen to be.

Telebanking - Their Telebanking service provides customer instant access to their savings account. It offers them a wide range of services over the phone such as Account Information, Balance Inquiry, Transaction Details, Status of their Cheque (available only during branch business hours) and even Statement of Account on Fax.

IConnect - The idea of "your Bank on your desktop" is now a reality with iConnect. Customer can lookup the status of their savings account, request new cheque book, undertake a range of financial transactions, avail financial advisory services, get information on mutual funds and shop online by just clicking the mouse.

Mobile Banking - Mobile Banking enables customer bank with us through their mobile phone irrespective of where they are. Avail facilities like balance inquiry, debit or credit alerts, last three transaction details and cheque status.

Account Statement - Quarterly statements are delivered free of cost. Customers can also avail the facility of monthly online statements through iConnect ( their Internet banking channel).

Quarterly Interest - Every quarter, interest would be credited at the rate of 3.5% per annum in their account.

At Axis Bank, they have always strived to pace their products with the growing needs of their customers. The Prime Savings account has therefore been created with specific financial requirements in mind. Its features • Wider accessibility - As a Prime Savings account holder, one enjoys access to a wide network of over 671 branches and one of the largest ATM networks in India gives easy access to their account from almost any corner of the country. • Greater convenience - To simplify daily banking, Prime Savings account comes with an international photo-signature Debit Card. This unique card comes with withdrawal limit of Rs. 40,000 per day, facilitating transfer of funds, deposits of cash/cheques and payment of insurance premium (LIC). The Debit Card also comes with a comprehensive insurance cover inclusive of zero lost card liability, purchase protection and personal accident insurance up to Rs. 2 lakhs. [To keep their personal accident insurance cover activated, you should have made a purchase transaction in 365 days prior to the day of the incident & should have maintained an average quarterly balance of Rs 5,000 (urban & metropolitan branches) or Rs 2,500 (rural & semi-urban branches) as the case may be in the two quarters before the date of the incident.] • More comfort - Through their24 hr Internet Banking and Tele Banking services, you can enjoy the ease of banking from home or office. Through these comprehensive services, you can access a range of facilities including online funds transfer, requests for a new chequebook, Financial Advisory Services (FAS), online shopping and information on mutual funds. • Enhanced privileges - The Prime Savings Account eases the banking experience

by providing them a passbook and monthly statement of account to keep them updated on all their transactions and assist them better in managing their finances. • Added speed - Through the 'At Par' cheque facility, they have the unique advantage to encash their cheques as a local cheque at more than 330 centers where the bank has a presence at no extra cost. In addition the account enables them to issue cheques up to Rs. 1 lakh, which will be treated as 'At Par' across these locations. They can avail of all these services with a minimum average balance of Rs 25,000 in metro/urban/semi-urban centers and Rs 10,000 in rural centers.

At AXIS bank they know how important employee satisfaction is for an organization to grow to its full potential. Which is why they have tailored their Salary Savings Account not only to be a convenient way for people to manage salaries (across various centers, through their centralized database), but also provide their employees with a range of value added benefits. Salary Savings Account comes with a host of facilities that give their employees access to the complete gamut of banking services (including overdrafts, loans and zero-balance requirements) on a preferential basis, making it the perfect incentive for their employees.

In today's busy world it's tough being a workingwoman. Right from shuttling between a job and family to taking care of her finances she has to be on her heels all the time. Keeping this ideal in mind, Axis Bank has designed a savings account best suited for the woman of today. Now with the Smart Privilege Account they can manage their money, their life and enjoy a host of lifestyle privileges as well. What's interesting is that the Smart Privilege Account ensures that they have enough time for all those important things in life. Features

Jewellery insurance on debit card - The photo signature international debit card comes a host of enhanced privileges:  Jewellery Insurance -Inbuilt Jewellery Insurance with card -Protection against loss of Jewellery due to burglary or fire while at home up to a limit of Rs. 50,000/-All risks covered at home  Free 5 ATM transactions per quarter at Non-Axis Bank ATMs  Waiver of 2.5% Petro surcharge  Issuance charge of Rs. 50/- & Annual Charges of Rs. 150/- plus service tax  Enhanced Accidental Insurance up to Rs. 3 lakhs [To keep their personal accident insurance cover activated, you should have made a purchase transaction in 365 days prior to the day of the incident & should have maintained an average quarterly balance of Rs 5,000 (urban & metropolitan branches) or Rs 2,500 (rural & semi-urban branches) as the case may be in the two quarters before the date of the incident.]

Dedicated Relationship Manager - A Dedicated Relationship Manager will be their one point contact at the branch for all their banking transactions thus ensuring that they would neither have to move from one counter to the other nor stand in queues to await their turn.

Zero balance minor account - Imbibe the significance of regular savings in your child. The Zero Balance Minor Savings Account is a unique feature that all account holders can open for their children.

Features of Zero balance Minor account No maintenance charges Debit card offered to the minor above the age of 12 years, who can sign uniformly -Daily withdrawal limits of Rs 1,500 at ATMs -Daily spend limits of Rs 1,000 at merchant outlets

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 Free Monthly Statement clubbed with the statement of the Smart Privilege account of the mother.  At-par cheque book at a nominal cost • Round-the-Clock access through ATMs - There could be a time in their life when at 3 am they could require cash. With the round-the-clock access they can withdraw cash up to Rs. 40,000 per day, deposit cash/cheques, transfer funds, print a mini statement and pay insurance premiums (LIC), all this through one of the largest ATM networks in the country. • Anywhere Banking - Imagine being in some other city and still have complete access to all their transaction needs. You are a customer of the bank rather than limited to being a customer of the branch. So even if you are traveling, you can access your account easily from any of the 600 Axis Bank offices spread over 350 cities across the country.

At-par cheque facility – Their cheque will be treated as a local cheque within the vast Axis Bank network of 600 offices across 350 cities in India. It frees them from the hassles of getting a Demand Draft issued.

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Monthly Account Statement

Additional discounts on loans

IConnectTM - The Complete online banking experience: It’s the age of Wi-Fi. All the banking needs should be on the fingertips, with i-connect they can check their account status, transfer funds, place online request for a new cheque book and many more features without even having to visit an Axis Bank branch.

Financial Advisory Services - Their Financial Advisor will assist then with their financial planning and help them to earn maximum returns on their savings.

Discount on Retail Purchases - Just live the feeling of walking into a store and getting amazing discounts not available to others. As they are valued customer of

the bank, they shall endeavor to provide them with discounts at various outlets, periodically. • Smart advantage - Smart Advantage is an exclusive insurance cover specially designed for the holders of Special Women's Account that covers woman related diseases. This insurance protects the woman against the risk of serious illness. It gives the policyholder the security of knowing that a guaranteed cash sum will be paid in case she is diagnosed with a life-threatening illness. The insurance is available at a nominal premium to existing Special Women's Account holders.

Axis Bank's Senior Citizen Savings Account has been designed keeping in mind the fact that a senior citizen's banking requirements are wholly different and require special consideration. Features: • Dedicated Relationship Managers - Their dedicated relationship managers are only a phone call away. They can help the customer with all of their banking needs. Be it a simple query or helping them to manage their finances. • Free At-par Cheque book - As there "Senior Privilege" Savings Account holder, customer will receive free "At-par" chequebook, which empowers them to encash their cheques as local cheques at any of the Axis Bank branch center. • Free International Visa Debit cards for the primary and the joint account holders - A "Senior Privilege" Savings Account with Axis Bank entitles them to a free International Debit card, which enables them to access their account anytime at more than 2764 ATMs across the country. They can withdraw and deposit money and cheques with their debit card. The daily withdrawal limit in an Axis bank is a high Rs 40,000. They can use their debit card to make purchases at merchant establishment. A unique security feature to help safeguard their hard earned money is their photograph

and signature on the face of their debit card. All banks do not follow this feature. • Free Monthly Statement of Accounts/Free Passbook - As their privileged customer, they would be entitled to a monthly statement of account. The statement would give them detailed information on daily transactions with their closing balances. They can also opt for passbook facility, at no additional cost. • Free Issuance of Pay Orders or Demand Drafts drawn on Axis Bank branches - Get commission-free Demand Drafts and Pay Orders from their branches drawn on Axis Bank branch. • Free Inward Remittances - Funds remitted by their near and dear ones in abroad get to them through their correspondent banks for free. • Free Outward Remittances - Once a year remitting their money out of India is possible for free once a year through their correspondent banks. • Faster Credits to Foreign Cheques - Funds remitted by their near and dear ones abroad now get to them faster than ever. • Free Cheque pickup and Cash pick up services - Extended cash and cheque pickup services are provided by them free of cost. They can also have cash delivered at their residence at a nominal charge of Rs 50 per delivery. • Anywhere Banking - Make transactions like cash deposits, cash withdrawal, transfers and clearing deposits from any of their branches, all of which are interconnected for their banking convenience. • Telebanking - Their Telebanking service provides them with instant access to their account. A wide range of services such as Account Information, Balance enquiry, Transaction Details, Status of their Cheques (Available only during branch business hours) and Statement of Account on Fax can be availed over the phone.

Free Mobile Banking - Mobile banking enables you to bank with us through their mobile phone irrespective of where you are. Avail the facility of balance enquiry, debit or credit alerts, last three transaction details and cheque status.

IConnect - The concept of "your Bank on your Desktop" is now a reality with iConnect. They can look-up the status of their account, request new cheque book, undertake a range of financial transactions, avail financial advisory services, get information on mutual funds and shop online by just clicking the mouse.

Customized Loan Offerings - Loans against Fixed Deposits -up to 95% of the FD amt at an interest rate of 1% over the rate of interest of the FD. NSCs/KVPs/LIC Policy - the rate of interest 1% less than other customers and no processing fees and no pre payment penalty.

Complimentary Financial Planning - Everyone has diverse needs based on their situations, therefore requiring customized solutions. With the help of their complimentary investment planning, you will know exactly what to do with their money to realize their financial objectives.

Silver Health - Medical Insurance for Senior Citizens - Entry age is 70 years. The medical test (mandatory) is carried out Free of cost only for Senior Privilege.

Defence Salary Account from Axis Bank is a product designed keeping in mind how tough a life in the Defense Forces is. Not only does it come to them absolutely free, no minimum balance is required either. They can also access the entire Axis Bank network, including more than 2300 ATMs and 550 branch offices (and growing) no matter where they are posted. With the complete gamut of banking services (including overdrafts, loans and zerobalance requirements) they can be rest assured about their family and all their financial needs. It's their way of showing their appreciation to their work. Banking Privileges:

At-par Cheque Facility - Their job involves constant transfers across the country. With the at-par cheque facility it will no longer be necessary to set up new bank accounts with each transfer.

Additional Debit Card - Along with a free International Debit Card, they also get a free card for the joint account holder. This means that their child or spouse also enjoy the same benefits of banking with Axis Bank.

Financial Advisory Services – Their solutions answer to the twin goals of meeting their requirements and to diversify and spread the risk of their investment portfolio, so you can look forward to a comfortable and worry-free life. They first understand their exact investment needs and then design the perfect investment plan for you.

Their investment plan could include investments in:

Mutual Funds - Debt and Equity Bonds Axis Bank Fixed Deposits

Axis Bank's Trust Account is an effort to offer thoughtful banking for people who spend their lives thinking of others. It is a complete banking solution for Trusts, Associations, Societies, Government Bodies, Section 25 companies and NGOs, so that the organizations can devote all of their time to their noble motivations. Features
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A Savings Account for their Trust with a confessional Average Quarterly Balance. A multi-city at-par cheque facility with no limit on clearing payments at centers across the country wherever we are present. Free anywhere banking across all their Branches and Extension Counters and over all their ATMs. Free Demand Drafts or Pay Orders as and when required by you to remit funds. Free collection of cheques at outstation locations.

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Monthly Statement of Account delivered at their doorstep. Facility for collecting donations in their account through their network of Branches and Extension Counters across the country, as well as through iConnect - their Internet Banking facility.

Also, Axis Bank can offer the facility to donate funds to their Trust through their Internet Banking facility iConnect to its customers. An Axis Bank customer can donate any amount to their Trust through the Internet. In such cases, the savings account of the customer gets debited and the savings account of their Trust gets credited with the amount of donation at the same time. At the end of every month, the Bank will provide an MIS giving details of the amount of donations and the name of donor. This will enable the Trust to issue receipts to the donors.

Free Internet Banking facility that enables you to view the status of their account, transfer funds and carry out a number of banking activities from the comfort of their home or office.

Investment Advice - Their Financial Advisory Desk will provide portfolio management advice as well as help you undertake investments. Free Demat - To facilitate their investments, we offer a free Demat Account (charges due to NSDL must still be levied) to their esteemed account holders in the Trust or Society segment.

Constituent Subsidiary General Ledger (SGL) account - The Constituent Subsidiary General Ledger (SGL) account through which investments in Govt. securities are carried out comes with a host of value-added services

Investment advice related to the customer's g-sec portfolio. Offer of better rates on sale of government securities from the Bank's stock of securities. Concessions in transaction and service charges. (However charges that have to be directly passed on to the Clearing Corporation of India as part of the Negotiated Dealing System for trading in g-secs cannot be waved a fact, which will be communicated up front.)


Foreign Contribution (Regulation) Act [FCRA] accounts - The FCRA account

enables approved organizations to receive foreign contributions for utilization in their activities in India. The Bank will provide assistance in the process of documentation and obtaining necessary approvals from Ministry of Home Affairs at New Delhi.

Pension Savings Bank Account, from Axis Bank is specifically, designed for Pensioner's (Existing & Prospective) of Central Govt. Civil Ministries/ Departments & Defense Ministry keeping in mind the fact that a Pensioner's banking requirements are wholly different and require special consideration. Benefits • • Timely communication to the customer on receipt of the PPO. No delays in commencement of pension disbursals - The Bank is handling the disbursement of Pension under a Centralized Pension Disbursement Module wherein the Pensioner records are credited centrally through its Centralized Pension Payment Hub (CCPH) at Mumbai. • • Timely issue of Form- 16A for tax deducted at source in the immediately previous financial year. Timely revisions based on changes in rates of Pension or Dearness Allowance, done centrally from the CCPH.

If you pay commissions for foreign currency every time you travel abroad, if you spend sleepless nights wondering how to keep your foreign currency safe, if the frequent fluctuations in forex market tantalize you, if you regularly issue cheques and drafts for payments abroad or if you are a bibliophile who makes foreign currency payments for books purchased online, its time you had an Resident Foreign Currency (Domestic) Account with Axis Bank. Resident Indians and Foreign Currency - Holding foreign currency is no longer

restricted to the NRIs. For the first time Reserve Bank of India has allowed Resident Indians to maintain foreign currency accounts without any ceiling to it. This step is considered as a continuation of RBIs gradual endeavor towards achieving 'Full Capital Convertibility'. The Product Offerings - A Resident Foreign Currency (Domestic) Account, RFC(D), with Axis Bank entitles you to maintain non-interest bearing current account in four major currencies (USD, EURO, GBP and Japanese Yen). There will be no ceiling on the balances held in the account. Chequebooks denominated in USD or GBP or EURO or Yen will be issued on these accounts with 25 leaves. The cheques thereby branded as RFC (Domestic) Account will not be presented in clearing and will be payable only at the issuing branch. The min balance for such a current account will be USD 100 or GBP 60 or EURO 100 or Yen 20,000. There will be a penal charge of USD 5 or GBP 3 or EURO 5 or Japanese Yen 1,000 per quarter in case of failure to maintain the min balance requirements. The RFC (D) account holders will not be allowed any ATM facility as of now. However they can use 'iConnect' for enquiry purposes only.

Marketing research may be defined as “the systematic gathering, recording and analyzing of data about problems relating to the marketing of products and services under non-recurring condition”. “Marketing research is the process of designing, gathering, analyzing and reporting information that may be used to solve a specific technology problem”. Steps in Marketing Research Process:  Establish the need for Marketing Research  Define the Problem  Establish Research Objective  Determine the Research Design  Identify Information Types and Sources  Determine Methods of Accessing Data  Design Data Collection Form  Determine Sample Plan and Size  Collection of Data  Analysis of Data  Conclusions and Recommendations

Now we concentrate on Research Methodology and Data Collection Method. Methodology plays a lead role in each and every project work. The research methodology consists of the following steps:

Type of universe:
The first steps in developing any sample design are to clearly define the set of objects, technically called the universe, to be studied. The universe can be finite or infinite. In finite universe the number of items is certain, but in of an infinite universe the number of items is infinite i.e., we cannot have any idea about the total number of items. Since I have done my summer training in AXIS Bank, Delhi so my universe is Finite.

Size of sample: 122
This refers to the number of items to be selected from universe to constituent the names. This major problem before a researcher the size of sample should neither be expressively large nor should too small it be optimum.

Sampling unit:
A decision has to be taken concerning a sampling unit before selecting sample. Sampling unit may be a geographical one such as state, district, village, etc or a construction unit such as house flat, etc, or it may be social unit such as family, club school etc, or it may be an individual. My sampling unit is people of Delhi location.

The task of collecting the data begins after a research problem has been defined and research design/plan chalked out. While deciding about the method of data collection to be used for the study the researcher should keep in mind two types of data viz., primary and secondary. Secondary data: The secondary data are those which have been already collected by someone else and which have already been passed through the statistical tool. "Secondary data are statistics not gathered for the immediate study at hand but for some other purposes." Secondary data can be classified into:1) Internal Secondary Data: “Data that are originated within the firm for which the research is being conducted are internal data. If they were collected for some other purposes, they are internal secondary data." 2) External Secondary Data: The second form of secondary data is external sources, which are generally published and are available in different form and different sources.

ICICI Bank is the second largest bank in the country. ICICI bank began its retailbanking venture in mid-1999. By January 2000, it had moved on to introducing home loans, car loans, personal loans and credit cards. Realizing the need for a bigger retail deposit base, the bank started building a branch and an ATM network. The acquisition of Bank of Madurai is March 2001 added 263 branches, many of them in cities where ICICI bank did not have a presence. The merger of the erstwhile financial institution ICICI limited with the bank in April 2002 gave it a ready-made corporate clientele. The flip side was that ICICI bank had Rs. 10,000 crore of restructured assets for which it had to make provisions. ICICI Bank has total assets of Rs. 3,997.95 billion (US$ 100 billion) at March 31, 2008 and profit after tax of Rs. 41.58 billion for the year ended March 31, 2008. ICICI Bank is second amongst all the companies listed on the Indian stock exchanges in terms of free float market capitalization. The Bank has a network of about 1,308 branches and 3,950 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in Unites States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Center and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established branches in Belgium and Germany.

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).

An ICICI Bank Savings account offers you a valuable banking experience. Features • Debit-cum-ATM Card - With an ICICI Bank Savings Account you will get a debit card that you can use to withdraw cash from any ATM. Charges are applicable if you use a non-ICICI Bank ATM. You may also use your debit card to directly make purchases through a Visa POS (Point of Sale) machine available at most stores! This will help you access your high interest account from anywhere.

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Money Multiplier Facility - Allow us to take care of your idle money by moving it into high interest savings account earning. Internet Banking - Banking could not have been more convenient. Just log in with your user ID and password and make banking a hassle-free routine.

• Customer Care - Our 24-hour Customer Care is always available to answer any
query or take your instructions. • • Mobile Banking - Transferring funds or getting to know your balance is as easy as sending an SMS. Standing Instructions - ICICI Bank accepts and supports Standing Instructions. You don’t have to worry about the chore of carrying out a routine transaction. Just set up a Standing Instruction and leave it to us to manage.

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Nomination Facility - You may nominate a person as beneficiary to your account proceeds. Bank@Home - A new banking service that allows you to order cash deposits and withdrawals from home. The service includes cash /cheques deposits and cash/DD/PO delivery at home.

DD Call and Collect Don’t waste even a minute in a queue to collect a Demand Draft or Pay Order. On the way to the branch, just call Customer Care, provide details of the DD to be prepared and collect it ready and signed at the branch!

Features • • • Operating account with free multi city chequebook facility. Money Multiplier Facility We trust totally your commitment to the account and the relationship and do not prescribe any minimum balance requirement. In other words, there is no penalty for non-maintenance of minimum balances in the accounts. • • • • • • Internet Banking Phone Banking Free Anywhere banking Free collection of outstation cheques Free monthly account statements Inward remittance through Money2India for FCRA approved trusts

Features • No more waiting in long queues for you, a senior citizen can now approach the Special Senior Citizen desk at any ICICI Bank branch and get his / her account serviced.

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Earn a higher interest rate on your terms deposits with us Demand Loan / overdraft against deposits will be upto 90% of the deposit The upcountry cheque collection facility for locations with ICICI Bank presence free of charge to the Senior Citizen customers Now, get a specially designed debit card with your new 'Life Plus' Senior citizen account. This ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the convenience of acceptance at merchant establishments and cash withdrawals at ATMs. With a per-day limit of Rs.25,000 each for ATM withdrawals as well as for POS transactions , the Debit Card only adds more comfort and convenience! This is available free of cost to ICICI Bank Senior Citizen customers

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Free quarterly physical statement Payable-at-par cheque book Free Access to any Bank's ATM -The next time you want to withdraw cash from your ICICI Bank account, just walk into any bank's ATM and use your ICICI Bank ATM-cum-Debit card

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Free Demand Draft / Pay Order Money Multiplier Facility - The Money Multiplier feature gives you the liquidity of a Savings Account coupled with high earnings of a Fixed Deposit. This is achieved by creating a Fixed Deposit linked to your Savings Account providing you the following unique facilities.

Maximum returns - Your money is never idle. Creation of a linked FD ensures higher rate of interest on your Savings Bank Deposits. You can issue instructions through any channel such as the ICICI Bank Branch, ICICI Bank Phone Banking and ICICI Bank's Internet Banking for creation of Fixed Deposit(s) from the surplus funds in your Savings Bank Account (subject to a minimum of Rs. 10,000). The Fixed Deposits will be created in multiples of Rs. 5,000 for a tenure of one year or more as instructed by you.


Maximum Liquidity - You can withdraw the funds from your savings account through any channel such as the ICICI Bank ATM, ICICI Bank Internet Banking or by issuing a cheque. etc. All linked Fixed Deposits will be enabled for automatic Reverse Sweep in multiples of Rs. 5000 on a

Last-In-First-Out (LIFO) basis when the balance in the Savings Account falls below Rs.10, 000. The amount reverse swept will earn interest rates at the applicable rate for the period that the deposit was held with the Bank. The remaining amount will continue to earn higher interest at the original rate applicable to the fixed deposit.

Auto Renewal - Under this facility, when your deposits fall due, the bank will automatically renew the principal and accrued interest for the same tenure as the original deposit.

Internet Banking is offered free of cost -, our Internet Banking Service, is a convenient remote banking facility providing you with easy and secure access to your accounts.

With just a PC connected to the Internet, you can have your account information at your fingertips, from anywhere in the world, anytime. So, if you don't want branch timings to restrict you, Internet Banking is just the service for you.

Nomination facility [Nomination facility available for bank deposits. There can be only one Nominee for a deposit account whether held singly or jointly. A person legally empowered to operate a minor's account can file a nomination on behalf of the minor. Applicants can make nomination by filling up the Form prescribed under the Banking Companies (Nomination) Rules 1985. The nomination details can be changed during the subsistence of the account relationship by filling up the Form prescribed under the Banking Companies (Nomination) Rules 1985. For more details approach your bank.] is available.

Interest is payable half-yearly.

At Young Stars, we will guide your child through the world of banking - from checking the child’s savings account balance to guiding through fun zones and special pages on the Internet Banking channel. It makes banking a pleasure and teaches your child to manage his or her personal finances through a savings account.

You can transfer pocket money into your child's account. You can even shop with him / her at Young Stars Shopping Page. You can also open a recurring deposit in your child's name. Once you are done with your 'banking', you can access your child's account with all the fun links to special zones designed to suit your child's area of interests and also impart knowledge on the current events of the world.

Features: Young Stars is a banking service for children, aged up to 18 years, brought to you by ICICI Bank to help the parents meet the present and future aspirations that they hold for their child. It offers various savings and investment options to the parent along with teaching the child to manage his/her personal finance in a more responsible and independent manner. To make the experience a pleasure we offer: • • • Option of a Savings Bank account, Fixed Deposit or Recurring Deposit Minimum average balance to be maintained at Rs. 2,500/- per quarter for the Savings Bank account. A special Recurring Deposit with additional features as below:

The parent would put forward the desired amount to be earned at the end of the tenure. Based on the prevailing rate of interest, the bank staff would then back calculate the installments to be deposited now till maturity.


Free personalized chequebook

Free International debit card for children above the age of 7 years with features as below:

Daily withdrawals limits of Rs. 2500/Daily spend limits of Rs. 2500/-

The next time you want to withdraw cash from your ICICI Bank Young Stars Savings account, just walk into any bank's ATM and use your ICICI Bank ATMcum-Debit card for free. The above benefit is available to Young star Savings Account holders on maintenance of a quarterly average balance of more than Rs.10,000 in the savings account in a quarter. The above benefit can be availed in the same quarter .

Free Internet banking

Separate login ids and transaction password. Access to special zones and links to related websites for making Internet banking a memorable experience.

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Facility to transfer funds from parent account to kid account to enable parents to inculcate savings habit amongst children Facility of transferring funds from the Young Stars accounts to the RD to enable the parents to let their child earn more.

ICICI Bank Advantage Woman Account – an account for the woman of today who is looking for independence and an identity of her own, a savings account which will help you save for the future as well enjoy the present. Get a specially designed woman's debit card which helps you shop and save simultaneously, manages your household expenditures and comes with a bag full of offers attached to it. This savings account brings to you our entire core banking services with many exciting benefits and features attached, especially for our women customers.


Zero Balance facility with a RD of just Rs. 2,000 - Now just maintain a Recurring Deposit of Rs. 2,000 with us and get a hassle free zero balance savings account.

A Special International Woman's Debit card along with the account with a withdrawal / spending limit of Rs. 25,000 per day. Also, take full advantage of gamut of discounts and benefits on your Special Woman's Debit card. Free Unlimited Access to any bank's ATM - Enjoy free unlimited access to any bank's ATM for cash withdrawals and balance enquiry. Payable-at-par chequebook -With the Advantage Woman account, you get a free, multi-city chequebook. Free quarterly physical account statement and free monthly email statement (on customer request) Bill Pay - No need to waste precious time in queues to pay bills. Pay your telephone, electricity, mobile phone bills, etc. online or through our Customer Care, by giving us a one-time standing instructions.

Multi Channel Access - For carrying out routine banking transactions or to register for services like credit cards, utility bill pay, cash pick-up and delivery on call, etc. conveniently access to your savings account through any of the following channels:
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Access to over 950 ICICI Bank branches and 3,500 ATMs Free Internet Banking Free Phone Banking Mobile Banking

Nomination facility available

Do you want to save money while buying foreign currency for traveling abroad? You can buy traveler’s cheques, foreign currency in cash and foreign currency demand draft for

your expenses overseas. If you are a frequent traveler, you may not want to go through the hassles of buying foreign currency every time you travel abroad. The Reserve Bank of India has now made it easier for you to access foreign currency by permitting a foreign currency account (domestic) for resident Indians. In line with RBI guidelines, ICICI Bank has come up with a scheme that helps you get rid of all your forex worries. You can park your foreign currency in ICICI Bank under RFC (D) account. Noninterest bearing Resident Foreign Currency (D) (RFC (D)) with ICICI Bank can be maintained in four major currencies (USD, EURO, GBP and Japanese Yen). Benefits of ICICI Bank RFC (D) Account • • • • • Saving in commission charges, as you can withdraw foreign currency when you want without any conversion charges Facilitates your payments for foreign travel expenses No ceiling on deposits Convenient and value-added banking Protection to your money from valuation risks due to exchange rate fluctuations.

Features: ICICI Bank RFC (D) Account has been created to meet your need for accessing foreign exchange frequently without any hassle. It will save commission charges and will also protect your money from valuation risks due to exchange rate fluctuations. Product Features:

RFC (D) Account is a single currency account. It can be opened in Pound Sterling (GBP), US Dollar (USD), Japanese Yen (JPY) or EURO (EUR). Deposits in multiple currencies in a single account are not permitted. You may open separate accounts for each of the permitted currencies.

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Protects your money from valuation risks due to exchange rate fluctuations. No exchange charges will be levied for converting foreign currency into INR. This account will be maintained in the form of a current account. No interest is payable on deposits.

Foreign Currency BUY rate of ICICI Bank as prevailing for that currency on the day of the transaction will apply for converting the foreign currency into INR. Foreign currency withdrawals can be possible in the form of cash, traveler’s cheque, foreign currency DD. Withdrawal limit will be as per RBI guidelines. No ceiling on the maximum amount of deposit in the account. No minimum balance required. Nomination facility.

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Features • • • • • • The Rural Savings Account will be available through Business Correspondents. The account is zero balance with no initial deposit. The Customer is provided with an E-passbook. All transactions in the accounts are done only after a biometric authentication. Nomination facility is available. Interest is payable half-yearly.

Features • • • • • A savings account from ICICI Bank available only through our Rural branches. Minimum balance of Rs.500/-. No annual fees. Unlimited transactions at the base branch where you have opened your account. Internet, Phone and Mobile banking free of cost. 9) FREEDOM SAVINGS ACCOUNT The all-new ICICI Bank Freedom Savings account now brings you free access to your money – from over 18,000 ATMs of all Banks, across the country. Add to it a host of

services like Mobile Banking, Internet Banking, Customer care, Anywhere Banking and lots more. And you get a Savings Account that gives you freedom like no other. Key Features: • • Enjoy free, unlimited access to all non-ICICI Bank ATMs (for cash withdrawals and balance enquiry) Minimum quarterly average balance of Rs.10,000.

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 up 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'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.

This is the crème product of HDFC Bank. Its minimum depository amount is Rs. 5,000 only. On the cost of this Bank provides many benefits and advantage. Features and benefits • • Wide network of branches and over thousand ATMs to meet all your banking needs no matter where you are located Bank conveniently with facilities like Net Banking and Mobile Bankingcheck your account balance, pay utility bills or stop cheque payment, through SMS. • Never overspend- Shop using your International Debit Card that reflects the actual balance in your savings account.

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Personalized cheques with your name printed on each cheque leaf for enhanced security. Take advantage of Bill Pay, an instant solution to all your frequent utility bill payments. Instruct for payment over the phone or through the Internet. Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your account. 3 Free transactions on SBI/Andhra Bank ATMs per month. Free Payable-at-Par chequebook, without any usage charges upto a limit of Rs.50,000/- per month. Free InstaAlerts for all account holders for lifetime of the account. Free Passbook facility available at home branch for account holders (individuals). Free Email Statement facility.

In this “plus” means customer are provided with some additional features of saving regular. Its minimum depository amount is Rs. 10,000 only. Features and benefits

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An Interest rate of 3.5% p.a. is to be paid at quarterly intervals. 2 free transactions on SBI/Andhra Bank ATMs per month. 3 free transactions on any other bank ATMs per month. Free Payable-At-Par chequebook without any usage charge up to a limit of Rs. 50,000 per month. Free International Debit Card for all account holders, for lifetime of the account.

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Free Demand Drafts on HDFC Bank locations, up to a limit of Rs 25,000 per day. Free Bill Pay & Insta Alert facility for all account holders for lifetime of the account. Free National Electrical Funds Transfer facility, Net Banking, Phone Banking and Mobile Banking. 25% off on the Locker Rental for the 1st year. Special relationship discount on purchase of Gold Bars. Free E-mail Statement facility. Free Pass Book facility available at home branches for account holders (individual). Inter-city Banking and Multi-city Banking.

This account provides “maximum benefits” to its customers. Due to having this product HDFC Bank occupies a special position in Private Banking Sector. For availing the facilities of this account, customer has to deposit and maintain minimum amount of Rs. 25,000 only. Features and benefits

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An Interest rate of 3.5% p.a. is to be paid at quarterly intervals. Free unlimited transactions at all HDFC Bank ATMs and any other Bank ATMs using your HDFC Bank Debit Card. Free Gold Debit Card for primary account holder, for the lifetime of the account. Gold Debit Card for other account holder at Rs. 250 p.a. Free Woman’s Advantage/International Debit Card for all account holders, for lifetime of the account. Free Payable-at-Par cheque book without any usage charges, up to a limit of Rs. 100,000 per month. Free Demand Drafts on HDFC Bank locations, up to a limit of Rs.50,000 per day. Optional Sweep Out facility to transfer extra saving to a Fixed Deposit at the threshold of Rs. 50,000 in account. The amount above Rs. 50,000 will

automatically be swept out in to fixed deposit with a minimum value of Rs. 25,000 for 1 year 1 day period. • • • • • • • • Free Bill Pay and Insta Alert facility for all account holders for lifetime of the account. Free Monthly Statement of Account. 50% off on the Locker Rental for the 1st year. Folio maintenance charges on Demat Account waived for the first year. Free Pass Book facility available at home branches for account holders (individual). Free E-mail Statement facility. Free National Electronic Fund Transfer facility, Net Banking, Phone Banking and Mobile Banking. Self /Third Party Cash Deposit and Withdrawal at non-home branches, up to Rs.50,000 per day is free and Rs. 2.90 will be charged per thousand on the amount deposited above Rs. 50,000 limit.

This account is specially designed keeping customer’s child future in mind. Customer must have/open a Savings Account in HDFC Bank and invests a sum of Rs. 10,000 in a Fixed Deposit in child’s name, and then a Zero Balance Kid’s Advantage Account linked to the FD is opened in the child’s name with customer as guardian. Features and benefits For their Growing Needs • Free Education Insurance cover of Rs.1,00,000/- in the event of death of the parent / guardian through vehicular accident by road, rail or air to safeguard the future of your child.

ATM/International Debit Card will be issued for children between 7-18 years of age in the child's name with your permission. The amount your child is able to withdraw is Rs. 1,500/- at ATMs or spends Rs. 1,000/- at merchant locations.

Your child need not even search for an HDFC Bank ATM. He/she can make 3 cash withdrawal transactions from SBI/Andhra Bank ATMs per month, absolutely free.

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Free personalized chequebook for your child. Monitor the transactions of your child's account with the free quarterly physical statement of account or free monthly Email Statement of account. Free NetBanking for you to monitor your child's account. Free SMS/Email alerts informing you about the account transactions.

For their Secured Future • Opt for standing instruction to transfer any amount from your account to your Kid's Advantage Account every month (Minimum value = Rs. 500/- & Minimum tenure = 1 year). • Once the balance in the Kid's Advantage Account reaches/exceeds Rs. 10,000/-, the amount in excess of Rs. 5,000/- will automatically be transferred into a Fixed Deposit for 1 year 1 day, in your child's name, by signing in for our sweep-out facility. • You can also opt for systematic investments in mutual funds from the Kid's Advantage Account in your child's name.

The persons who can apply for Family Savings Group are: • Existing customers – having one or more accounts with us (Savings / Salary / NRI / Salary Reimbursement / Kid’s Account) at the same or different branches. • New customer – you and your family members intend to have one or more accounts with us.. Features and benefits
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Free International Debit Card for all account holders, for life. 5 free transactions on SBI ATMs per month per group.

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Gold Debit Card at Rs. 250 for all account holders. 2 free DDs on HDFC Bank locations, per account per month (up to a limit of Rs.25,000 per day). Sweep-In facility to a nominated saving account from other accounts in the group. Free one view to access all your accounts. Free National Electronic Funds Transfer facility, Net Banking, Phone Banking & Mobile Banking. 25% off on annual locker rentals. Folio maintenance charges on Demat account waived for first year for all account holders. Preferential pricing on credit cards.

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A Pension Saving Account is a Zero Balance Account that accumulates your pension over the years. It comes with a free International Debit Card and facilities like Phone and Net Banking. You can access this Account from any branch within the HDFC network and also request for transfer to another bank.

Features and benefits • • • • • The Pension Saving account is a Zero Balance Account. Timely credit of receivables Free International Debit Card. Enjoy facilities such as NetBanking, PhoneBanking, BillPay, ATM facility, intercity and inter-branch banking. Pension Accounts are transferable from one branch/bank to another.

The main limitations of the study are: • • The sample size was quite small which is unable to represent the whole universe. It was found that many of the respondents did not have any knowledge of the product.

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The non-cooperative nature of many of the respondents acted as constraints. Throughout this project report we can measure the potential of the bank in the selected area but cannot measure the capabilities, skills and efficiencies of the Customer.

ADVANTAGES OF HDFC BANK: HDFC Bank has many advantages over MNC Banks. Some of its important advantages are mentioned below: 1. Since HDFC Bank is the largest profit-yielding Bank among other private sector banks, customers are attracting towards it. 2. In HDFC Bank, number of customers are limited that is why, quality of services provided to them are good. 3. Customers reaching to the HDFC branches are of higher profile and well educated so; it becomes easier for the employees to make them aware about the products features and formalities. This advantage also helps employees to convince customers for further investments. 4. Net Banking, Phone Banking, Insta Alert, Anywhere Banking etc. are the major facilities provided by the Bank to its customers. 5. Every branch of HDFC Bank are well furnished and fully air-conditioned with the latest technologies. 6. HDFC Bank is located on every two kilometers in metropolitan cities which is very convenient for the customers. 7. It has more than 1500 ATM’s all over the country, by which customer can easily deposit and withdraw his money from any location. 8. In its certain products like Saving Max Account, third party transactions are also allowed.

9. Since its minimum depository amount is Rs. 5000 in Saving Account, it is a bank of higher profile people. 10. In HDFC Bank, if any customer is maintaining AQB (Average Quarterly Balance) 0f Rs. 2,00,000 – 3,00,000 continuously for 1-2 years, they will get the facility of PREFFERED CUSTOMER. 11. After being the customer of HDFC Bank, customer can pay his Utility Bills by sitting at his home only through the facility of Net Banking. 12. It also gives special considerations to its women customers also. It provides the facility of WOMEN ADVANTAGE CARD to them through which they can: • • • • Pay their utility bills totally free of cost. Get 50% discount on Locker Facility on HDFC branches. On every purchasing they will get 0.5% cash back. Get accidental insurance of Rs. 2,00,000.

13. In HDFC Bank, the main emphasis is given on retaining the customers forever. 14. HDFC Bank focuses on quality of customers instead of quantity. 15. Customers can save his lots of time after becoming the customer of HDFC Bank.

DRAWBACKS OF HDFC BANK: There are certain advantages of HDFC Bank, which acts as its drawbacks also. Some of its important drawbacks are as follows: 1. The main disadvantages of this bank are that in this bank there is no Job Security to its employees. If they fail in achieving their targets, they will be fired out.

2. Employees always feel pressure of work like 8 a.m. to 8 p.m. as working schedule, completing targets assigned to them. They cannot work freely.

3. Instead of opening branches on every two kilometers in metrocities, it should also focus on urban and semi-urban areas. 4. One of its main advantages is its Net Banking Facility but it is useless for the customer who is not having any knowledge of computers. This shows that it does not follow the concept of KYC i.e. know your customer. 5. The policies of bank are such that it is beyond the reach of low profile people i.e. low profile people cannot operate this bank.

A few reasons why many people would not like Axis Bank are 1] Call handlers are not trained enough. 2] Customers have poor product knowledge. 3] Not accessible 24 hours. 4] Query is not attended and sometimes never understood by these CSA agents.

HDFC Bank reported over 30 per cent y-o-y growth in net profit in the June ’08 quarter. The stability in earnings growth of HDFC Bank is much higher than that of ICICI bank. The gap in the profit growth between the two banks was not high till the March ’08 quarter. But ICICI started showing signs of a slowdown in its retail loan book in the March ’08 quarter itself. This was evident as HDFC Bank posted a growth of 39 per cent in its retail advances in FY-08, while ICICI managed to grow its retail advances by only

15 per cent. This shows that only better expense management helped ICICI to post high profit growth in the quarter ended March ’08. The environment became more challenging in the June ’08 quarter as inflation continued its double-digit run. The RBI has hiked repo rates and cash reserve ratio to combat inflationary pressures. As a result, banks have increased their prime lending rates and deposit rates. The increase in interest rates took a much heavier toll on ICICI bank as its advances grew by just 13 per cent y-o-y of end ’08. Stagnant business and treasury losses resulted in ICICI posting a 6 per cent y-o-y fall in profit for the June ’08 quarter. However, HDFC bank registered a 47 per cent growth in its advances on a consolidated basis over the same period. Apart from stability in business and earnings growth, HDFC bank fares much better than ICICI bank on other important parameters as well. HDFC bank’s return on assets has always been higher than that of ICICI. The former’s net interest margin stood at 4.1 per cent in the June ’08 quarter, compared to ICICI’s 2.4 per cent. This is because HDFC Bank’s cost of deposits is the least in the industry, due to higher share of current account and savings account (CASA) deposits in the total deposits. HDFC bank’s non performing assets are also much lesser than that of ICICI bank. This shows that HDFC bank is a quality player, while ICICI bank is a volume player. When volume growth or loan growth reduces, ICICI bank’s performance also takes a hit. Axis bank stands apart from its private sector competitors - ICICI bank and HDFC bank in one crucial respect. While the two other banks have envisaged retail banking as a key of strategic emphasis – with the share of retail business (both on the funding and asset sides) growing strongly year after year – the share of retail business, particularly retail assets, has actually come down quite sharply in the case of Axis bank. The numbers here are quite interesting. For ICICI bank, retail loans now (as of June 2007) account for as much as 70 per cent of the bank’s total loan book of Rs. 2,00,000 crore. For HDFC bank, retail assets are around 57 per cent (Rs. 28,000 crore) of the total loans as of March 2007. In the case of Axis bank, retail loans have declined from 30 per cent of the total loan book of Rs. 25,800 crore in June 2006 to around 23 per cent of loan book of Rs. 41,280 crore (as of June 2007). Even over a longer period, while the overall asset growth for

Axis bank has been quite high and has matched that of other banks, retail exposures grew at a slower pace. If the sharp decline in the retail asset book in the past year in the case of Axis bank is part of a deliberate business strategy, this could have significant implications (not necessarily negative) for the overall future profitability of the business. Despite the relatively slower growth of the retail book over a period of time and the outright decline seen in the past year, the bank’s fundamentals are quite resilient. With the high level of mid-corporate and wholesale corporate lending the bank has been doing, one would have expected the net interest margins to have been under greater pressure. The bank, though, appears to have insulated such pressures. Interest margins, while they have declined from the 31.5 per cent seen in 2003-04, are still hovering close to the 3 per cent mark. (The comparable margins for ICICI bank and HDFC bank are around 2.60 per cent and 4 per cent respectively. The margins for ICICI bank are lower despite its much larger share of the higher margin retail business, since funding costs are also higher). HDFC bank is the second largest institution after ICICI in private sector but it is higher in profits than ICICI bank. Some customers are not satisfied with the facilities and services, which are provided by HDFC bank. The customer wants to increase the number of ATMs and more branches of HDFC bank in the rural as well as in the hilly areas like Kullu, Manali, Kashmir, Shimla and many more. Customers are not satisfied with the non-maintenance charges on different products. The Axis Bank stock has outperformed its peers in the private sector with a 16.1 per cent gain in its price over the past one year, when other private bank stocks have failed to generate positive returns. A lower exposure to retail lending, where there are concerns about credit quality, has helped the stocks’ performance. At Rs 713, the stock trades at a price-book value of around 2.8 times, which is at a discount to HDFC Bank but at a premium to most other private banks. Investors can nevertheless buy the stock, given the growth momentum in the business. Axis Bank reported strong financial results in FY-08 and continued its good performance in the first quarter of this year, even as other private banks have turned in unimpressive numbers.

This growth may be moderate, as growth in the loan book slows down on the corporate and retail side with trading operations also likely to yield lower returns. However, this may be offset by growth in fee income and rapid branch expansion in Tier-1, Tier-2 towns and the small and medium enterprise (SME) segment. HDFC Bank is expecting a 35-per cent growth in its credit card portfolio this year despite concerns over the impact of increasing interest rates. Out of 4.2 million, 70 per cent of the cards are with the internal customers of the bank while the rest are in the open market base. On the strategy of the bank in its credit card business, the official said it would be an entry product after a savings account with the bank for many people. HDFC Bank has reported a net profit of Rs 464.4 crore in the first quarter of the fiscal. This is a 44 per cent increase against Rs 321 crore in the corresponding quarter of the previous year. Since the merger of Centurion Bank of Punjab (CBOP) and HDFC Bank became effective from May 23, 2008, the financial figures of the merged entity are not comparable to HDFC Bank’s stand-alone results last year. The total balance sheet size has grown by 59.5 per cent from Rs 105,695 crore to Rs 1,68,590 crore. Centurion Bank of Punjab has contributed to 20 per cent of the balance sheet. Net interest margin was at 4.1 per cent, against 4.2 per cent in the previous year. CBOP’s NIM in the previous year was 3.6 per cent. The total income has grown by 60 per cent and net interest income has grown by 75 per cent. Under the initiative, ICICI Bank, in collaboration with the MV Foundation, Kalinga Institute of Social Sciences and Project Givelife-Shriram Social Welfare Trust, will provide formal elementary education to 1,00,000 children in the age group of 6-14 years in 2008-09.


During the period of my extensive research I have come to know that there are few weaknesses in the Banks. Customers have several problems regarding some products and working style of the bank, which the company should overcome. These are: 1. In HDFC Bank, the Non-Maintenance charges on some of its products like current account, etc. is very high. So the company should take decision to minimize the Non-Maintenance charges. 2. HDFC Bank is not having much number of branches or ATMs. So the company must have to increase the number of branches and ATMs by which they can easily attract to the most of the customers. 3. HDFC Bank should try to follow the concept of KYC i.e. KNOW YOUR CUSTOMER. 4. The customers face problems in Documentation, so it should overcome. e.g. the passport indicates both the ID and address proof of the customer, which is accepted by all other banks, but HDFC Bank considered it only for ID proof of the customer but not for the address proof. 5. Advertisement and promotion could be through all existing media like audio and visual. 6. Most of the customers are satisfied with the services and facilities providing services according to their commitments. 7. The charges of demand draft should be reduced and local cheques should be provided on free of cost in all types of current accounts. 8. New schemes for customers should introduce time to time. 9. Complaints of customers must be handled efficiently and give them the better facilities. provided by print,

the HDFC Bank but according to the view of some customers, the bank is not

The merged entity being the country’s seventh largest bank may have a challenging phase ahead, as it has to not only weather upward pressure on interest rates and rising yields, but may also have to integrate Centurion Bank of Punjab The Axis bank should plan to open up more Priority branches. ICICI bank should focus on private banking, wealth management and advisory services, and raising low-cost deposits within the retail segment this fiscal.


MAGAZINES: • • Indian Banking Business World

JOURNALS: • • Effect of MNC Banks on Nationalized Banks Increasing competition between banks

WEBSITES: • • • • •

Customer’s Name: Address: Contact No.: 1. Occupation a) Student c) Professional e) Others 2. Income: a) Below Rs. 5000 c) Rs. 10000 to Rs.15000 b) Rs. 5000 to Rs. 10000 d) Above 15000 b) Housewife d) Govt. employee

3. Are you aware of any Bank named “HDFC Bank”? a) Yes b) No c) No Opinion

4. In how many banks do you have accounts? a) One c) More than two b) Two d) None

5. What type of account you have in your Bank? a) Saving Account c) Fixed Deposit b) Current account c) Other

6. For how long have you been associated with any bank? a) Less than 5 years c) 10-15 years e) Above 20 years 7. What new features & service attracts you to open account in any banks? a) Cash Pick-up c) Net Banking b) Mobile ATM d) Others b) 5-10 years d) 15-20 years

8. What would you prefer in banks? a) Only Attractive features c) Both 9. Do you face any difficulty in opening any new account in a bank? a) Yes b) No c) No Opinion If yes, what type of difficulty? _______________________________________________________ 10. Are you aware about Zero Balance account? a) Yes b) No c) No Opinion b) Better services

11. Do you think that Zero balance Account schemes are economical for customers and will attract them? a) Yes b) No c) Can’t Say

12. Are you satisfied with the sales executive services? a) Highly satisfied c) Dissatisfied b) Satisfied d) No opinion

13. Do you like to suggest any changes in the banking services or otherwise? _______________________________________________________ 14. In which financial product do you like to invest your money? a) Mutual Fund c) Life Insurance b) Fixed Deposit d) Share

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