HDFC Bank Project

Customer preference & attributes towards Saving Account of HDFC Bank
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.

TRAINING & PROJECT REPORT ON
HDFC BANK
Customer preference & attributes towards saving Account of
HDFC Bank
A Project Report submitted in partia fufiment of t!e re"uirements of

#AS$%R &F B'S()%SS AD#()(S$RA$(&)
(ndustr* (ntegrated + (( Semester
To
MADURAI KAMARAJ UNIVERSIT, MADURAI
By
Kunal kumar srivastava
()S$($'$% &F B'S()%SS #A)A,%#%)$ & R%S%ARCH
(B#R House- . //- 0t! Cross- 1ison ,arden- Hosur #ain Road-
Bangaore2 304 4562 ()D(A
STUDENTS DECLARATION
( !ereb* decare t!at t!e Project & $raining Report &n
C!"#o$er %re&eren'e & a##r()!#e" #o*ar+" "a,(ng A''o!n# o&
HDFC Ban-
Conducted at
HDFC BANK
'nder t!e guidance of
VIKRAM KUNTAR
&

RAMKIRAN/HITESH
Submitted in partia fufiment of t!e re"uirements of
MASTER OF BUSINESS ADMINISTRATION
In+!"#r. In#egra#e+ / II Se$e"#er
TO
MADURAI KAMARAJ UNIVERSIT, MADURAI,
(s m* origina work and t!e same !as not been submitted for t!e award of an* degree7
dipoma7 feows!ip or ot!er simiar tites or pri8es2
Pla'e0 Bangalore KUNAL KUMAR
SRIVASTAVA
CHAPTER 1 INTRODUCTION . ..3-11
1.1 General Introduction ..3
1.2 Industry Profile 3
a. Origin and Development of the industry4
. Gro!th and Present "tatus of the industry...#
c. $uture of the industry ..%
CHAPTER 2 PROFILE OF THE ORGANISATION..12-29
2.1 Origin of the Organi&ation .. 13
2.2 Gro!th and Development of the Organi&ation 14
2.3 Present "tatus of the Organi&ation . 1'
2.4 $unctional Departments of the Organi&ation ... 1%
2.( Organi&ation "tructure and Organi&ation )hart ..22
2.# Product and "ervice Profile of the Organi&ation )ompetitors .. 24
2.' *ar+et Profile of the Organi&ation 2,
CHAPTER 3 DISCUSSIONS ON TRAINING - 30-33
3.1 "tudent-s .or+ Profile /0oles and 0esponsiilities1 . 31
3.2 Description of 2ive 34perience 32
CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM 34- 47
4.1 "tatement of 0esearch Prolem.. 3(
4.2 "tatement of 0esearch O5ectives ........ .3(
4.3 0esearch Design and *ethodology 3(
4.4 6nalysis of Data . . 3,
4.( "ummary of $indings 4#
CHAPTER 5 SUMMARY AND CONCLUSIONS . 4- 52
(.1 "ummary of 2earning 34perience.. (7
(.2 )onclusions and 0ecommendations . (7
APPENDI! .52
BIBLOGRAPHY.5"
CHAPTER-1
INTRODUCTION
G#$#%&' I$(%)*+,(-)$.-
8he pro5ect !as carried out for understanding the customer preference 9
attriutes to!ards saving 6ccount of :D$) ;an+ and its mar+et
potential.:D$) ;an+ !as estalished in the year 1%%4< they are old
player in an+ing sector< 8he an+ has t!o principle client segments =
customer and asset management. 8he an+ follo!s values such as =
Integrity< team!or+< respect< professionalism< 9 *ission. 8he segment of
an+ !e are considering here is> )orporate an+ing. 8he product out of
!hich have chosen for research is "aving 6ccounts. 8his research helps
us in finding out the customers vie! regarding the product and "ervices
offered y the :D$) an+ and a!areness y promotion and also
identifying the mar+et potential of the product offered y the :D$)
an+.
1.2 I$*+/(%0 P%)1-'#.-
&.2 O%-3-$ &$* *#4#')56#$( )1 (7# -$*+/(%0.-
;an+ing in India originated in the first decade of 1,th century. 8he first an+s
!ere 8he General ;an+ of India< !hich started in 1',#< and ;an+ of
:industan< oth of !hich are no! defunct. 8he oldest an+ in e4istence in
India is the S#a#e Ban- o& In+(a< !hich originated in the ?8he ;an+ of ;engal?
in Cal'!##a in @une 1,7#. 8his !as one of the three presidency an+s< the
other t!o eing the Ban- o& Bo$)a. and the Ban- o& Ma+ra". 8he presidency
an+s !ere estalished under charters from the Br(#("1 Ea"# In+(a Co$%an..
8hey merged in 1%2( to form the I$%er(al Ban- o& In+(a< !hich< upon India-s
(n+e%en+en'e< ecame the S#a#e Ban- o& In+(a. $or many years the
Presidency an+s acted as Auasi>central an+s< as did their successors. 8he
Re"er,e Ban- o& In+(a formally too+ on the responsiility of regulating the
Indian an+ing sector from 1%3(. 6fter India-s independence in 1%4'< the
0eserve ;an+ !as nationali&ed and given roader po!ers.
6 couple of decades later< foreign an+s such as Cre+(# 2.onna(" started their
Cal'!##a operations in the 1,(7s. 6t that point of time< )alcutta !as the most
active trading port< mainly due to the trade of the Br(#("1 E$%(re< and due to
!hich an+ing activity too+ roots there and prospered.
F(r"# o& all *e $!"# no#e #1e &a'# #1a# #1e"e (n"#(#!#(on" 1a,e '1ange+ ,er.
$!'1 (n '1ara'#er "(n'e #1e(r or(g(n, an+ 'on"e3!en#l. no*a+a." %er&or$
$an. &!n'#(on" !n-no*n #o #1o"e o& &or$er #($e". T1e &(r"# )an-" "ee$ #o
1a,e ar("en (n 'onne'#(on *(#1 #1e )!"(ne"" o& e4'1ang(ng $one.. In an'(en#
#($e" an+ e"%e'(all. (n #1e M(++le Age" #1e ,ar(e#(e" o& 'o(n" *ere grea#er
e,en #1an a# #1e %re"en# +a., an+ #1e. *ere $!'1 le"" %er&e'#l. an+ 1one"#l.
$(n#e+. S%e'(al("#" *ere, #1ere&ore, re3!(re+ #o +e#er$(ne #1e(r e4a'# ,al!e
an+ e3!(,alen'e an+ #o e4'1ange 'o(n" o& one $(n#age &or #1o"e o& ano#1er,
an+ #1e(r BANK *ere (n grea# +e$an+ a# &a(r" an+ o#1er %la'e" *1ere
$er'1an#" o& +(&&eren# na#(on" $e# &or%!r%o"e" o& #ra+e. Ina"$!'1 a" #1e.
-e%# #1e(r )o4e" or '1e"#" o& 'o(n" on )en'1e" or 5)an-en,5 #1e na$e
)an-er" 'a$e #o )e a%%l(e+ #o #1e$. On a''o!n# o& #1e(r #e'1n('al -no*le+ge
an+ #1e &a'# #1a# #1e. *ere o)l(ge+ 'on"#an#l. #o -ee% on 1an+ 'on"(+era)le
3!an#(#(e" o& #1e %re'(o!" $e#al", #1(" )!"(ne"" (n #1e earl. M(++le Age" *a"
!"!all. 'arr(e+ on ). gol+"$(#1", )!# la#er (# *a" "o$e#($e" a""!$e+ ). #1e
go,ern$en#" o& large 'o$$er'(al '(#(e", a", &or e4a$%le, ). A$"#er+a$ (n
6789, ). Ha$)!rg (n 6769, an+ ). N!rn)erg (n 67:6. O& #1e"e la##er #1e Ban-
o& A$"#er+a$ *a" #1e $o"# ($%or#an# an+ $a. )e regar+e+ a" #.%('al o&
#1e"e earl. (n"#(#!#(on".
$rom the earliest times also< an+ers have een the chief agents through
!hich foreign e4changes have een conducted. 6s dealers in coin and ullion
they had international connections and a +no!ledge of international affairs not
possessed y other merchants< and !ere< therefore< in a position to underta+e
the settlement of international accounts y means of orders dra!n on an+ers
in other countries or other cities !ith !hom they had regular usiness
transactions. 6s +eepers of other people-s money they also promoted saving<
and an+s thus ecame in time the chief savings institutions of the country.
8. G%)9(7 &$* 5%#/#$( /(&(+/ )1 (7# -$*+/(%0. >
)urrently /277%1< an+ing in India is generally fairly mature in terms of supply<
product range and reach>even though reach in rural India still remains a
challenge for the private sector and foreign an+s. In terms of Auality of
assets and capital adeAuacy< Indian an+s are considered to have clean<
strong and transparent alance sheets relative to other an+s in comparale
economies in its region. 8he 0eserve ;an+ of India is an autonomous ody<
!ith minimal pressure from the government. 8he stated policy of the ;an+ on
the Indian 0upee is to manage volatility ut !ithout any fi4ed e4change rate>
and this has mostly een true.
.ith the gro!th in the Indian economy e4pected to e strong for Auite some
time>especially in its services sector>the demand for an+ing services<
especially re#a(l )an-(ng< mortgages and investment services are e4pected to
e strong. One may also e4pect *96s< ta+eovers< and asset sales.
In *arch 277#< the 0eserve ;an+ of India allo!ed .arurg Pincus to
increase its sta+e in Bota+ *ahindra ;an+ /a private sector an+1 to 17C.
8his is the first time an investor has een allo!ed to hold more than (C in a
private sector an+ since the 0;I announced norms in 277( that any sta+e
e4ceeding (C in the private sector an+s !ould need to e vetted y them.
)urrently< India has ,, scheduled commercial an+s /");s1 > 2' pulic sector
an+s /that is !ith the Go,ern$en# o& In+(a holding a sta+e1after merger of
De! ;an+ of India in Pun5a Dational ;an+ in 1%%3< 2% private an+s /these
do not have government sta+eE they may e pulicly listed and traded on
stoc+ e4changes1 and 31 foreign an+s. 8hey have a comined net!or+ of
over (3<777 ranches and 1'<777 ATM". 6ccording to a report y I)06
2imited< a rating agency< the pulic sector an+s hold over '( percent of total
assets of the an+ing industry< !ith the private and foreign an+s holding
1,.2C and #.(C respectively
Introduction of many more products and facilities in the an+ing sector in its
reforms measure. In 1%%1< under the chairmanship of * Darasimham< a
committee !as set up y his name !hich !or+ed for the lierali&ation of
an+ing practices.
8he country is flooded !ith foreign an+s and their 68* stations. 3fforts are
eing put to give a satisfactory service to customers. Phone an+ing and net
an+ing is introduced. 8he entire system ecame more convenient and s!ift.
8ime is given more importance than money.
In 699;, #1e Broo-(ng" In"#(#!#(on %!)l("1e+ a %a%er en#(#le+ <T1e
Tran"&or$a#(on o& #1e U.S. Ban-(ng In+!"#r.0 =1a# a 2ong, S#range Tr(% I#>"
Been.? U"(ng a )rea#1#a-(ng arra. o& &a'#" an+ &(g!re", #1e %a%er +e"'r()e+ (n
grea# +e#a(l #1e +ra$a#(' '1ange" #1a# 1a+ o''!rre+ (n #1e U.S. 'o$$er'(al
)an-(ng (n+!"#r. o,er #1e 6; .ear" &ro$ 69@9 #o 699A. T1e )an-(ng (n+!"#r.
*a" #ran"&or$e+ +!r(ng #1a# %er(o+, a''or+(ng #o #1e %a%er B%. 6:@C, ). <#1e
$a""(,e re+!'#(on (n #1e n!$)er o& )an-(ng organ(Da#(on"E #1e "(gn(&('an#
(n'rea"e (n #1e n!$)er o& &a(l!re"E #1e +ra$a#(' r("e (n o&&F)alan'e "1ee#
a'#(,(#(e"E #1e $aGor e4%an"(on (n len+(ng #o U.S. 'or%ora#(on" ). &ore(gn
)an-"E #1e *(+e"%rea+ a+o%#(on o& ATM"E . . . an+ #1e o%en(ng !% o& (n#er"#a#e
)an-(ng $ar-e#".? T1e %a%er *en# on #o e4%la(n #1a# $o"# o& #1e"e $aGor
'1ange" (n )an-(ng 'o!l+ )e #ra'e+ #o #*o +e,elo%$en#"0 B6C #1e
e4#raor+(nar. n!$)er o& $aGor reg!la#or. '1ange" +!r(ng #1e %er(o+, &ro$
+e%o"(# +ereg!la#(on (n #1e earl. 69H8" #o #1e rela4a#(on o& )ran'1(ng
re"#r('#(on" la#er (n #1e +e'a+eE an+ B:C 'learl. (+en#(&(a)le (nno,a#(on" (n
#e'1nolog. an+ a%%l(e+ &(nan'e, (n'l!+(ng ($%ro,e$en#" (n (n&or$a#(on
%ro'e""(ng an+ #ele'o$$!n('a#(on #e'1nolog(e", #1e "e'!r(#(Da#(on an+ "ale
o& )an- loan", an+ #1e +e,elo%$en# o& +er(,a#(,e" $ar-e#". O#1er re"ear'1
*o!l+ la#er 'on&(r$ #1e %a%er>" a""e""$en#" an+ (#" e4%lana#(on o& #1e 'o!r"e
o& e,en#" (n #1e )an-(ng (n+!"#r. o,er #1e %er(o+ 69@9/699A.
O,er #1e #*o +e'a+e" 69HA/:88I, #1e "#r!'#
!re o& #1e U.S. )an-(ng (n+!"#r. (n+ee+ !n+er*en# an al$o"# !n%re'e+en#e+
#ran"&or$a#(onJone $ar-e+ ). a "!)"#an#(al +e'l(ne (n #1e n!$)er o&
'o$$er'(al )an-" an+ "a,(ng" (n"#(#!#(on" an+ ). a gro*(ng 'on'en#ra#(on o&
(n+!"#r. a""e#" a$ong a &e* +oDen e4#re$el. large &(nan'(al (n"#(#!#(on". T1("
(" no# ne*". A" $en#(one+ a)o,e, #1e +e'l(ne (n #1e n!$)er o& )an-(ng
organ(Da#(on" 1a" )een ongo(ng &or $ore #1an #*o +e'a+e" an+ 1a" )een
*ell +o'!$en#e+ (n #1e l(#era#!re.
I
Ne,er#1ele"", a )r(e& o,er,(e* *(ll "er,e #o
'lar(&. )o#1 #1e "'o%e o& #1e +e'l(ne an+ #1e (n'rea"(ng 'on'en#ra#(on o&
a""e#" a$ong #1e na#(on>" large"# )an-(ng organ(Da#(on"
A# .earFen+ 69HA, #1ere *ere 6;,8HA )an-(ng an+ #1r(&# organ(Da#(on" B+e&(ne+
a" 'o$$er'(al )an- an+ #1r(&# 1ol+(ng 'o$%an(e", (n+e%en+en# )an-", an+
(n+e%en+en# #1r(&#"C. B. .earFen+ :88I, #1a# n!$)er 1a+ &allen #o @,HA:Ja
+e'l(ne o& al$o"# AH %er'en# B&(g!re 6C. D("#r()!#e+ ). "(De, nearl. all #1e
+e'l(ne o''!rre+ (n #1e 'o$$!n(#. )an- "e'#or Borgan(Da#(on" *(#1 le"" #1an
K6 )(ll(on (n a""e#" (n :88: +ollar"C, an+ e"%e'(all. a$ong #1e "$alle"# "(De
gro!% Ble"" #1an K688 $(ll(on (n a""e#" (n :88: +ollar"C. e# #1e 'o$$!n(#.
)an-(ng "e'#or "#(ll a''o!n#" &or 9A %er'en# o& )an-(ng organ(Da#(on"
,. F+(+%# )1 (7# -$*+/(%0.-
8he urden of reporting and other regulatory reAuirements !ill fall heavily and
disproportionately on small an+s unless remedial action is ta+en. $urther
advances in information technology !ill permit the development of ne!
products< ;6DB< and ris+>management techniAues ut may also pose
important competitive and supervisory issues. Donan+ entities !ill continue
to
offer an+>li+e products in competition !ith an+s< raising ane! the Auestion
of !hether an+s are still FspecialG and< more fundamentally <!hether an+s
are sufficiently different from nonlan+ firms to 5ustify the maintenance of a
safety
net for an+s. It is useful< therefore< to try to chart the course of the an+ing
industry in the ne4t five to ten years and to consider !hat policy issues the
industry and regulators !ill face. 8he authors of this study do not pretend to
e clairvoyant. 8hey are mindful of the many financial predictions that !ere
once offered !ith confidence ut turned out to e !rong or premature. 8his
study is perhaps est descried as an e4ercise in strategic thin+ing. Its
approach is to analy&e !hat has happened in the recent past< consider in
detail reasons for e4pecting recent trends to continue or to change< and dra!
the conseAuences for an+ and regulatory policies. 6s al!ays< uncertainties
aound< and
events that may no! appear fairly improale may in fact shape the future.
8his paper closes!ith a discussion of a numer of such possile events. 8he
future>of>an+ing study addresses three road AuestionsH
1. .hat changes in the environment facing an+ing can e e4pected in the
ne4t five to ten yearsI
2. .hat are the prospects for different sectors of the an+ing industry in this
anticipated environmentI ;ecause the an+ing industry is not monolithic and
different segments of the industry have< to some degree< different
opportunities and vulnerailities< the study considers separately the prospects
for large< comple4 an+ing organi&ationsE regional and other midsi&e an+sE
community an+sE and limited>purpose an+s.
3. .hat policy issues are the industry and regulators li+ely to face in the years
aheadI "eparate consideration is given to
CHAPTER-2
PR&F(9% &F $H%
&R,A)(SA$(&)
2.1 O%-3-$ )1 (7# O%3&$-:&(-)$.-
:ousing Development $inance )orporation 2imited< more popularly +no!n as
:D$) ;an+ 2td< !as estalished in the year 1%%4<
as a part of the lierali&ation of the Indian ;an+ing Industry y
0eserve ;an+ of India /0;I1. It !as one of the first an+s to receive an -in
principle- approval from 0;I<
for setting up a an+ in the private sector. 8he an+ !as incorporated !ith the
name -:D$) ;an+ 2imited-< !ith its registered office in *umai. 8he follo!ing
year< it started its operations as a "cheduled )ommercial ;an+.
HDFC Ban- 2($(#e+. T1e Gro!%L" %r(n'(%al a'#(,(#(e" are #o %ro,(+e )an-(ng
an+ o#1er &(nan'(al BANK. T1e Gro!% o%era#e" #1ro!g1 &o!r "eg$en#"0
Trea"!r., Re#a(l Ban-(ng, =1ole"ale Ban-(ng an+ O#1er Ban-(ng B!"(ne"".
T1e Trea"!r. BANK "eg$en# 'on"("#" o& ne# (n#ere"# earn(ng" on (n,e"#$en#"
%or#&ol(o o& #1e )an- an+ ga(n" or lo""e" on (n,e"#$en# o%era#(on". T1e Re#a(l
Ban-(ng "eg$en# "er,e" re#a(l '!"#o$er" #1ro!g1 a )ran'1 ne#*oran+ o#1er
+el(,er. '1annel". T1(" "eg$en# ra("e" +e%o"(#" &ro$ '!"#o$er" an+ $a-e"
loan" an+ %ro,(+e" a+,("or. BANK #o '!"#o$er". T1e =1ole"ale Ban-(ng
"eg$en# %ro,(+e" loan" an+ #ran"a'#(on BANK #o 'or%ora#e an+ (n"#(#!#(onal
'!"#o$er". T1e O#1er Ban-(ng O%era#(on" "eg$en# %ro,(+e" BANK rela#(ng
#o 're+(# 'ar+", +e)(# 'ar+", #1(r+ %ar#. %ro+!'# +("#r()!#(on an+ %r($ar.
+ealer"1(% )!"(ne"" an+ o#1er a""o'(a#e+ 'o"#". 8he ;an+ !as Incorporated on
37th 6ugust 1%%4. 6 ne! private sector ;an+ promoted y housing Development )orporation
2td. /:D$)1< a premier housing finance company. 8he an+ is the first of its +ind to receive
an in>principle approval from the 0;I for estalishment of a an+ in the
private sector. )ertificate of )ommencement of ;usiness !asreceived on
17th Octoer 1%%4 from 0;I. 8he ;an+ transacts oth traditional commercial
an+ing as !ell as investment an+ing. :D$)< the promoter of the an+ has
entered into an
agreement !ith Dational .estminister ;an+ Pc. and its susidiaries /Dat
!est Group1 for suscriing 27C of the an+s issued capital and providing
technical assistance in relation to the an+s proposed an+ing usiness.
2.2 G%)9(7 &$* D#4#')56#$( )1 (7# O%3&$-:&(-)$. >
1994.
On 1#.1.1%%(< %7<'%<%37 Do. of eAuity shares !ere allotted to @arrington Pte.
2td. 6nother 477<77<777 eAuity shares !ere allotted on private placement
asis to Dat!est Group on %.(.1%%(. (77<77<777 shares !ere allotted to the
pulic on %.(.%( 8he ;an+ opened its first ranch in 0amon :ouse at
)hurchgate< *umai on @anuary 1#th.
8he ;an+ has created an efficient operating system using !ell tested state>of>
the>art soft!are.
1995
'7 Do. of eAuity shares issued to suscriers to the *emorandum 96rticles of
6ssociation on 37th 6ugust 1%%4. On the same date (77<77<777 eAuity
shares !ere allotted to :D$) promoters. (7%<27<777 shares !ere allotted to
:D$) 3mployees .elfare 8rust and :D$) ;an+ 3mployees .elfare 8rust on
22nd Decemer<
199"
:D$) ;an+ has entered the an+ing consortia of over (7 corporates<
including some leading multinational companies< flagship companies of local
usiness houses and strong pulic sector companies.

:D$) ;an+ has set up a state>of>the>art dealing room to handle all
transactions possile in Indian financial mar+ets.
8he )ertificates of Deposits !ere a!arded a PP1J rating !hich is the highest
rating for short term instruments indicating superior capacity for repayment.

2001

> 8he ;an+ has opened its first ranch in 6urangaad. HDFC S#an+ar+ 2(&e
In"!ran'e has entered into a $e$oran+!$ o& !n+er"#an+(ng !ith the
)hennai>ased Indian ;an+. 8he ;an+ has launched the international
*aestro deit card inassociation !ith *aster )ard. :D$) ;an+ !ill launch its
credit card in @une through lin+>ups !ith *aster)ard and Kisa.28trade.com
has entered into a strategic tie>up !ith :D$) ;an+ to provide Det an+ing
;6DB to online investors. "tandard )hartered ;an+< :D$) ;an+ and ;harat
Petroleum )orporation have 5oined the e)ash $orum !hich has een set up
y the "mart )ard $orum of India. :D$) ;an+ has launched a ne! campaign
for its eage savings account. :D$) ;an+ entered into a strategic tie>up !ith
8ally "olutions Pvt. 2td. to offer online real time accounting ;6DB to small and
*edium enterprises.8he ;an+ has opened four 68*s outlets in ;angalore at
)oles 0oad< 08 Dagar< 0a5a5i Dagar and @aya Dagar on *arch 2#. HDFC
S#an+ar+ 2(&e In"!ran'e has launched a LDevelopment Insurance Plan- a lo!
cost life insurance product developed specifically to meet the needs of
economically !ea+er sections. 8!o Directors< *r. ".". 8ha+ur and *r. 6mit
@udge< have resigned from the oard of the an+ effective from *arch 37.
:D$) ;an+ files !ith M" regulators to list more than 11 million 6merican
Depositary "hares on the Ne* or- S#o'- E4'1ange.
8oday HDFC Ban- 1a" 6,A6: )ran'1e" an+ o,er I,:9; ATM", (n ;:H '(#(e" (n
In+(a, an+ all )ran'1e" o& #1e )an- are l(n-e+ on an onl(ne realF#($e
)a"(".
M:N
A" o& Se%#e$)er I8, :88H #1e )an- 1a+ #o#al a""e#" o& INR 6887.H:
)(ll(on.
MIN
For #1e &("'al .ear :88HF89, #1e )an- 1a" re%or#e+ ne# %ro&(# o&
R".:,:AA.9 'rore, !% A6O &ro$ #1e %re,(o!" &("'al. To#al ann!al earn(ng" o&
#1e )an- (n'rea"e+ ). ;HO rea'1(ng a# R".69,7::.H 'rore (n :88HF89.
2.3 P%#/#$( S(&(+/ )1 (7# O%3&$-:&(-)$.-
*arch 277' *arch 277, *arch 277%
)itied 22, 31# 4(2
;ranches (3( #,4 1412
68*s 1323 1#7( 32'(
:ousing Development $inance )orporation 2imited< more popularly +no!n as
:D$) ;an+ 2td< !as estalished in the year 1%%4< as a part of the
lierali&ation of the Indian ;an+ing Industry y 0eserve ;an+ of India /0;I1. It
!as one of the first an+s to receive an -in principle- approval from 0;I< for
setting up a an+ in the private sector. 8he an+ !as incorporated !ith the
name -:D$) ;an+ 2imited-< !ith its registered office in *umai. 8he follo!ing
year< it started its operations as a "cheduled )ommercial ;an+. 8oday< the
an+ oasts of as many as 1412 ranches and over 32'( 68*s across
India. 6malgamation
In 2772< :D$) ;an+ !itnessed its merger !ith 8imes ;an+ 2imited /a private
sector an+ promoted y ;ennett< )oleman 9 )o. N 8imes Group1. .ith this<
:D$) and 8imes ecame the first t!o private an+s in the De! Generation
Private "ector ;an+s to have gone through a merger. In 277,< 0;I approved
the amalgamation of )enturion ;an+ of Pun5a !ith :D$) ;an+. .ith this<
the Deposits of the merged entity ecame 0s. 1<22<777 crore< !hile the
6dvances !ere 0s. ,%<777 crore and ;alance "heet si&e !as 0s. 1<#3<777
crore.
H#&* O11-,#
:D$) ;an+
0amon :ouse< 1#%< ;ac+ay 0eclamation<
: 8 Pare+h *arg< )hurchgate
*umai > 477727
P7)$#. J%1 /221 ##31#777< ###3#777< ##31#7#7
F&;. J%1 /221 2274,,34
<#8/-(#. !!!.hdfc.com
T#,7-S&440
:D$) ;an+ has al!ays prided itself on a highly automated environment< e it
in terms of information technology or communication systems. 6ll the raches
of the an+ oast of online connectivity !ith the other< ensuring speedy funds
transfer for the clients. 6t the same time< the an+-s ranch net!or+ and
6utomated 8eller *achines /68*s1 allo! multi>ranch access to retail clients.
8he an+ ma+es use of its up>to>date technology< along !ith mar+et position
and e4pertise< to create a competitive advantage and uild mar+et share.
C&5-(&' S(%+,(+%#
6t present< :D$) ;an+ oasts of an authori&ed capital of 0s ((7 crore
/0s(.( illion1< of this the paid>up amount is 0s 424.# crore /0s.4.2 illion1. In
terms of eAuity share< the :D$) Group holds 1%.4C. $oreign Institutional
Investors /$IIs1 have around 2,C of the eAuity and aout 1'.#C is held y the
6D" Depository /in respect of the an+-s 6merican Depository "hares /6D"1
Issue1. 8he an+ has aout ('7<777 shareholders. Its shares find a listing on
the "toc+ 34change< *umai and Dational "toc+ 34change< !hile its
6merican Depository "hares are listed on the De! Oor+ "toc+ 34change
/DO"31< under the symol -:D;-
2.4 F+$,(-)$&' D#5&%(6#$(/ )1 (7# O%3&$-/&(-)$.-
8he functional departments of the organi&ation consists of the :0
department< the administrative department and the e4ecutive department. 8he
:0 department of the organi&ation consists of the people !ho employ the
Persons !ho they thin+ !ould e ale to do 5ustice !ith the 5o handled.8he
administrative department of the organi&ation consists of the director and the
manager of the organi&ation. 8hey preside the organi&ation and control all the
operations of the organi&ation such that the organi&ation could run in a
smooth and effective manner.8he e4ecutive department of the organi&ation
consists of the various employees .ho e4ecute the 5o underta+en y them.
8he employees consists of the team leaders< the )orporate financial
consultants<. the telecallers< various staffs and 5unior staffs !ho are the main
structural frame!or+ of the organi&ation. 8he organi&ation thus runs !ith the
effective coordination of the :0 department< the administrative department
and the e4ecutive department such that the supervisors of the organi&ation
preside over the suordinate employees to give them directions aout fulfilling
their !or+s most efficiently and effectively. 8echnical )onsultancy DepartmentH
8he 8echnical )onsultancy Department is responsile for technical appraisal
of industrial pro5ects. 8he mission of the division is aimed to!ards the
verification of the technical viaility of industrial pro5ects and assisting the
$unds management in ta+ing the decisions that reAuire technical e4pertise.
*oreover< it is responsile for conducting technical studies and rendering
technical consultancy ;6DB to certain industrial sectors for the purposes of
investigating modern technologies and productivity levels for local
manufacturing plants.
H R D#5&%(6#$(.
:D$) :uman 0esources department plans and direct for the employee
population as !ell as they are having the follo!ing functions asH>
:iring
Promotions
0eassignments
Position classification and grading
"alary determination
Performance appraisal revie! and processing
Personnel data entry and records maintenance
Policy development
.or+ permitting immigration visa program
.or+ersP compensation
$inance DepartmentH
8he $inance *anager is responsile for all aspects of the accounting and
financial administration of the :D$)< the supervision of the implementation of
the :D$) financial policies< directives and procedures and the initiation of the
financial plans !ithin the guidelines of :D$) 8he department contains
several distinct sections< each of !hich is responsile for a proportion of the
activities ta+ing place !ithin the finance department.
M&%=#(-$3 C)$/+'(&$,0 D#5&%(6#$(.
8he *ar+eting )onsultancy Department plays and important role !ithin the
$und as it studies and analy&es mar+eting information in order to uild solid
ase for management decisions. 8he division also assists pro5ects sponsors
in formulating solid mar+eting strategies to improve their industries and
strengthen their position in the local and international mar+ets.
R#/#&%,7 D#5&%(6#$(.
8he 0esearch Department is having the capacity to act through four
composing units i.e.< the mar+et research unit< economic studies unit< and
statistical studies unit. It is the mission of the division to provide support ;6DB
for information and consultancy to the senior management and division in the
areas of economic< statistical and mar+eting information and consultancy
through data analysis< processing of economic and statistical data< mar+et
research studies and pulishing related periodical reports.
2.5 O%3&$-:&(-)$ S(%+,(+%# &$* O%3&$-:&(-)$ C7&%(.-
8he organi&ation structure of the company :D$) is such that it comprises of
the departments and the employees in the hierarchical order so that they are
ale to perform their functions and duties smoothly and effectively doing their
5o in a manner in !hich it should e done. 8he organi&ation is headed y the
administrative department !hich coordinates and controls the e4ecutive
department. 8he e4ecutive department is a lin+ from the top and the ottom
comprising of the lo!er level employees such that they !or+ together to fulfill
the common o5ective of getting usiness from the persons !ho get in touch
!ith them and see to it that they are provided !ith the est of the ;6DB !hich
constitute giving financial advise to providing 6ccount to the customers. 8he
lo!er level employees and the corporate financial consultants !or+ together
to see to it that the dataase for providing financial ;6DB to sufficient numer
of people is made .8hey !or+ together to see to it that this dataase is
follo!ed and !or+ed upon such that more and more numer of people get
themselves avail the financial ;6DB of the organi&ation. 8eam leaders !ho
form the part of the administrative department of the Organi&ation ma+e sure
that the clients that turn up for the financial ;6DB are dealt !ith most
efficiently and effectively.
8he organi&ational structure is !ell planned out and it follo!s a simple format
!hich is follo!sH
O%3&$-:&(-)$ C7&%(.-
3ach team lead has a team comprising only of oth senior as !ell as 5unior
mar+et research analyst !ho aid the team lead in the entire mar+et research
process as it has een discussed previously. 8his is the asic organi&ational
structure follo!ed y :D$) ;6DB.
2." P%)*+,( &$* /#%4-,# 5%)1-'# )1 (7# )%3&$-:&(-)$.-
:D$) ;an+ offers a unch of products and services to meet the every need
of the people. 8he company cares for oth< individuals as !ell as corporate
and small and medium enterprises. $or individuals< the company has a range
accounts< investment< and pension scheme< different types of loans and cards
that assist the customers. 8he customers can choose the suitale one from a
range of products !hich !ill suit their life>stage and needs. $or organi&ations
the company has a host of customi&ed solutions that range from $unded
services< Don>funded services< Kalue addition services< *utual fund etc.
8hese affordale plans apart from providing long term value to the employees
help in enhancing
Good!ill of the company. 8he products of the company are categori&ed into
various sections !hich are as follo!sH
P#%/)$&' B&$=-$3
S&4-$3/ A,,)+$(/
S&'&%0 A,,)+$(/
S&4-$3 A,,)+$(/
F-;#* D#5)/-(/
D#6&( A,,)+$(
S&1# D#5)/-( L),=#%/
L)&$/
C%#*-( C&%*/
D#8-( C&%*/
P%#5&-* C&%*/
I$4#/(6#$(/ > I$/+%&$,#
F)%#; S#%4-,#/
P&06#$( S#%4-,#/
N#(B&$=-$3
I$/(&A'#%(/
M)8-'#B&$=-$3
I$/(&?+#%0
ATM
P7)$#B&$=-$3
NRI B&$=-$3
R+5## S&4-$3/ A,,)+$(/
R+5## S&4-$3 A,,)+$(/
R+5## F-;#* D#5)/-(/
F)%#-3$ C+%%#$,0 D#5)/-(/
A,,)+$(/ 1)% R#(+%$-$3 I$*-&$/
?+-,= %#6-( @N)%(7 A6#%-,&A UBA E+%)5#A S)+(7#&/( A/-&2
I$*-& L-$= @M-**'# E&/(A A1%-,&2
C)#C+&' L),= B);
In todayPs !orld many companies have emerged !ho have ta+en a serious
note on the importance of mar+et research and he advantages of using it for
the etter gro!th and development of the company. :ence< our competitors
are those companyPs !ho are in the mar+et research and development field
as !ell as the consultancies< since they also ma+e use of mar+et research
and usiness developers.
T7# 5%)*+,(/ &$* BANB )1 )+% ,)65#(-()%/ &%# &/ 1)'')9/.
A. C+/()6#% S&(-/1&,(-)$ A$&'0/-/.
)ustomer analysis involves gathering data aout the customers and their
characteristics. 8hey also conduct tailored customer satisfaction surveys to
gau&e customer satisfaction.
B. R-/=
8hese ;6DB are used y the competitors in order to gather e4ternal
information and research the possile effect on the competitiveness of
company.
C. P%)*+,( R#/#&%,7 BANB.
8he conduction of e4tensive product research y this service helps the
competitors to find out the mar+etaility of a product or service. 8he research
can e utili&ed to leverage the ma5or decisions of a company on the mar+eting
of its products.
D. A*4#%(-/-$3 R#/#&%,7 BANB.
6dvertising research strives to gain valuale information aout the effects and
reach of advertising the products in different forms of media.
G-4#$ 8#')9 &%# (7# /(#5/ 9# 1)'')9 1)% #4#%0 &//-3$6#$( 9#
(&=# +5.
1. 8he timetale for the search is indicated and the search process
commences.
2. 8arget companies are e4amined< using any prior information provided y
usiness development e4ecutives in con5unction !ith sources of information
and prospective companies already +no!n to us< augmented !ith original
study y our search team.
3. .e maintain a regular channel of communication !ith the client to +eep
them apprised of the results emerging.
2.7 M&%=#( 5%)1-'# )1 (7# )%3&$-:&(-)$.-
:D$) ;an+ 2imited provides various financial products and services. It
operates in three segmentsH 0etail ;an+ing< .holesale ;an+ing< and
8reasury. 8he 0etail ;an+ing segment provides various deposit products<
including savings accounts< current accounts< fi4ed deposits< and demat
accounts. It also offers auto< personal< commercial vehicle< home< gold< and
educational loansE loans against securities< property< and rental receivalesE
and health care finance !or+ing capital finance< construction eAuipment
finance< and !arehouse receipt loans< as !ell as credit cards< deit cards<
depository< investment advisory< ill payments< and transactional services. In
addition< this segment sells third party financial products< such as mutual
funds and insurance< as !ell as distriutes life and general insurance
products through its tie>ups !ith insurance companies and mutual fund
houses. 8he !holesale an+ing segment provides loans< non>fund facilities<
and transaction services to large corporate< emerging corporate< small and
medium enterprise< supply chain< pulic sector underta+ing< central and state
government departments< and institutional customers. It offers deposit and
transaction an+ing products< supply chain financing< !or+ing capital and term
finance< agricultural loans< and funded< non>funded treasury< and foreign
e4change products. 8hese segments services include trade services< cash
management< money mar+et< custodial< ta4 collection< and electronic an+ing.
In addition< it provides correspondent an+ services to co>operative an+s<
private an+s< foreign an+s< and regional rural an+sE and !ealth
management products for non>resident Indians. 8he 8reasury "ervices
segment operates primarily in areas< such as foreign e4change< money
mar+et< interest rate trading< and eAuities. 6s of *arch 31< 277%< :D$) ;an+
had a net!or+ of 1<412 ranches and 3<2%( automated teller machines in (2,
cities in India. 8he company !as founded in 1%%4 and is ased in *umai<
India.
In todayPs gro!ing !orld everyone needs to diversify their usiness so as to
+eep in touch !ith the rapid development. ;y analy&ing the gro!ing concerns
of the mar+et< :D$) has clients varying from investment an+ing sector<
retail< !e designing companies< etc. Due to this rapid development :D$)
Group has many teams !or+ing for the aove mentioned sectors.
:D$) ;an+ egan operations in 1%%( !ith a simple missionH to e a :1ord;
cass (ndian Bank:. .e realised that only a single>minded focus on product
Auality and service e4cellence !ould help us get there. 8oday< !e are proud to
say that !e are !ell on our !ay to!ards that goal.
CHAPTER-3
DISCUSSIONS
ON
TRAINING
3.1 S(+*#$(D/ 9)%= 5%)1-'#
R)'# &$* R#/5)$/-8-'-(-#/.-
8he !or+ profile of the student or the roles and responsiilities that are eing
handled y the student on his internship programmed at :D$) ;6DB.
8he first day and during the first !ee+ of the internship programmed the ne!
employee of the :D$) ;6DB !as !elcomed y giving an induction
programme in order to ma+e him understand his role and responsiilities
during his stay in the organi&ation.
;eing appointed as a $inancial )orporate )onsultant at :D$) ;6DB during
the internship programme my duty or the role is to meet ( clients< collecting
financial health chec+< analy&ing and giving them financial planning ho! their
net asset value !ill e increase and ho! they fulfill their short>term and long>
term financial goal so that it can e assessed that !hich 6))OMD8 they need
suiting their financial oligations.
2eads and dataases created y the students have to e used y them in
order to convince people of different age groups to ta+e account according to
their needs and suitaility.
8he student calls people according to the leads and dataase created
y him and convinces people to ta+e the account.
During the asence of the recovery e4ecutivesNcollection e4ecutives< it !ill
e my duty and responsiility to meet the customers against payments apart
from my regular 5o profile and reporting the same to my team leader at
:D$) ;6DB.
8o e4plain the customers ho! a particular account !ould help them to
ma+e their lives more secure providing security to them.
I use all the financial +no!ledge that has een given y the
company and I has as a *;6 student and a student of *ar. so
that the customer reali&es that he definitely needs to ta+e a
particular account.
*ust educate the clients aout ris+s and various possile scenarios so
that the clients donPt haror unrealistic e4pectations.
3.2 D#/,%-5(-)$ )1 '-4# #;5#%-#$,#.-
8he office of :D$) ;6DB is lessed y rilliant and s+illed professionals and
team leader !ho have the responsiility of handling the $inancial )orporate
)onsultants. 8he team leader provides the particular dayPs plan of action and
then guide sho! to go aout for e4ecuting the plan of action successfully .8ill
the time a $inancial )orporate )onsultant is in the office he receives the
valuale suggestions and insights of the team leader. 8his prepares him for
the dayPs .or+ and provides him the necessary directions to achieve not only
the target of the day ut the target of the month. In the office the $inancial
)orporate consultant ma+e calls continuously to fi4 the follo!>up
appointments so that on the asis of the financial health chec+ collected y
him and also getting the follo!>up appointments from the telesales she goes
in the field for ma+ing up the appointments. 8he financial corporate
consultants provide the persons met the asics of !hy he should ta+e a
particular 6))OMD8 to provide to him.
CHAPTER-4
STUDY OF
SELECTED
RESEARCH
PROBLEM
4.1 S(&(#6#$( )1 %#/#&%,7 5%)8'#6.-
P0O;23* D3$ID68IODH
"ales 34ecutives !ere !ith good ac+ground human eing and through
rigorous process of recruitment ut still not ale to perform up to the
e4pectation level of company< :0 is not ale to sort out the prolem !hy the
performance is not coming even after giving the full mar+eting support. 8he
communication techniAue and dealing !ith the customers is also a prolem to
the sales
e4ecutives.
4-2 OBEECTIFES OF RESEARCH PROEECT.
RESEARCH OBEECTIFES.
Q 8o find out the customer preferences !hile opening "avings 6Nc.
Q 8o study rand image of the an+.
Q 8o increase the usiness of the an+.
4.3 R#/#&%,7 D#/-3$ &$* M#(7)*)')30
P%-6&%0 *&(& /)+%,#H 6ll the people from different profession !ere personally
visited and Intervie!ed. 8hey !ere the main source of Primary data. 8he
method of collection of primary data !as direct personal intervie! through a
structured Auestionnaire.
S#,)$*&%0 D&(& S)+%,#H It !as collected from internal sources. 8he
secondary data !as collected on the asis of organi&ational file< official
records< ne!s papers< maga&ines< management oo+s< preserved information
in the companyPs dataase and !esite of the company.
SAMPLING PLAN.
"ince it is not possile to study !hole universe< it ecomes necessary to ta+e
sample from the universe to +no! aout its characteristics.
S&65'-$3 U$-(/H )ustomers
S&65'# T#,7$-C+#H 0andom "ampling.
R#/#&%,7 I$/(%+6#$(H "tructured Ruestionnaire.
QC)$(&,( M#(7)*H Personal Intervie!.
SAMPLE SIGE.
*y sample si&e for this pro5ect !as 177 respondents. "ince it !as not
possile to cover the !hole universe in the availale time period< it !as
necessary for me to ta+e a sample si&e of 177 respondents.
RESEARCH LIMITATIONS.
It !as not possile to understand thoroughly aout the different mar+eting
aspects of the $inancial )onsultant !ithin #7 days. 6s stipend< money !as
not given it !as difficult to continue the pro5ect !or+. 6ll the !or+ !as limited
in some limited areas of ;angalore so the findings should not e generali&ed.
Q8he area of research !as ;angalore and it !as too vast an area to cover
!ithin #7 days.
6ll the findings and conclusions otained are ased on the survey done in the
!or+ing area !ithin the time limit. I tried to select the sample representative of
the !hole group during my 5o training. I have collected data from people
lin+ed !ith different profession at ;angalore.
4.4 D&(& A$&'0/-/
R 1H.hat is your *onthly 8ransaction in your account I
*onthly transactions Do. of respondents C /percentage1
(>27 la+hs 2, 2,C
27>47 la+hs (% (%C
47 la+hs and aove 13 13C
8otal 177 177C
C7&%( 1.
6nalysisH
(%C respondents gave their ans!er in 27>47 la+hs transactions.
2,C respondents gave their ans!er in 7>27 la+hs transactions.
13C respondents gave their ans!er in 47 la+hs and aove
transactions.
?+#/(-)$ 2
Do you have a "aving 6ccountI
8O
68O
:8O
I8O
A8O
;8O
78O
@8O
8;2F :82 :82 F A82 A82 F A)o,e
8;2F :82
:82 F A82
A82 F A)o,e
0esponse Do. of respondents C
Oes %' %'C
Do 3 3C
)hart 2H
6nalysisH %'C respondents have the saving accounts and only 3C do not
have saving account.
Ruestion 3
In .hich ;an+I
;an+ Do. of respondents C
Bota+ mahindra 3 3C
:D$) 33 33C
)o>operative 4, 4,C
I)I)I ( (C
Dationali&ed 31 31C
)hart 3
6nalysisH 4,C have saving account in co>operative< 3C in +ota+ mahindra<
33C in :D$)< (C in I)I)I< and 31C in nationali&ed an+.
Ruestion 4
.hich $actors do you consider for opening a "avings 6ccountI
Do. of respondents C
6ccessiility 17 17
*inimum alance 27 27
DDNpay order 13 13
$ree cheAue 17 17
Deit card , ,
)ash deposit ' '
)heAue pic+ up 2 2
Det an+ing 1# 1#
*oile an+ing ' '
6t per cheAue 3 3
D3$8 2 2
08G" 2 2
8otal 177 177
)hart 4
6nalysisH
0espondents gave their ans!er
17C respondents gave their ans!er in accessiility< 27C *inimum alance<
13 C DDNpay order<17C $ree cheAue< ,C Deit card< 'C )ash deposit< 2C
)heAue pic+ up< 1#C Det an+ing< 'C *oile an+ing< 3C 6t per cheAue< 2C
D3$8< 2C 08G".
Ruestion (
.hich mode of transaction do you avail of freAuentlyI
0esponse Do. of response C
Pay order 12 12
DD 22 22
)heAue '# '#
8otal 177 177
)hart (
6nalysisH
12C 0esponse in pay order< 32C li+e DD< and '# C costumer !ant from
cheAue mode.
Ruestion #
.hich types of transaction do you ma+e I
Intercity 33 33
Outside city 1( 1(
;oth (2 (2
8otal 177 177
)hart #
6nalysisH
33C account holder transaction intercity< (2 C ;oth< and 1(C outside city.
Ruestion '
Does your an+ assist you in case of any prolemI
Oes %7 %7
Do 17 17
(nter cit*- <<=
Bot!- 35=

&
u
t s
i d
e

C
i t *
- >3=
8otal 177 177
)hart '
6nalysisH
%7C say yes an+ !ill assist you in case of any prolem< only 17C say no.
4.5 S+66&%0 )1 F-$*-$3/
8he final draft of the Auestionnaire !as prepared on the asis of the
oservations from the pilot study. 8hese !ere then finally filled y 177
customer< for the conclusive study.
$inally the data collected !as fed into the data analysis to e analy&ed
using statistical techniAues.
8ypes of Primary Data collectedH
S),-)#,)$)6-, C7&%&,(#%-/(-,/H
characteristics are sometimes called Fstates of eingG in that they
represent the type of people. 8he factors on !hich !e are !or+ing are
occupation. *onthly transaction is also an important parameter ut it is
difficult to verify. 6lthough the amount of money that usiness unit earns in
a month is an asolute< not a relative Auantity ut it is a sensitive topic in
our society and it is difficult to determine.
A((-(+*#/HO5-$-)$/H
8hrough the Auestionnaire !e have tried to get hold of usiness
preference< inclination and reAuirement. 6ttitude is an important notion in
the mar+eting literature< since it is generally thought that the attitudes are
related to the ehavior of usinessmen.
M)(-4&(-)$.
8hrough the Auestionnaire !e have tried to find the hidden need or !ant of
usinessmen and have tried to find if these people can e tapped as the
potential customer for :D$) ;an+.
B#7&4-)%.
;ehavior concerns !hat su5ects have done or are doing. 8hrough the
Auestionnaire !e have tried to find out the ehavior of the individuals
regarding the product and their responses. If the responses are favorale then
the person can e said to e our potential customer. 8he primary data serves
as an important tool to measure the ehavioral trend of the customer. It helps
in ans!ering some of the vital Ruestions.
O8(&-$-$3 (7# P%-6&%0 D&(&.
8he data collection !as primarily done through communication.
)ommunication involves Auestioning respondents to secure the desired
information< using a data collection instrument called Auestionnaire. 8he
Auestions !ere in !riting and so !ere the responses.
F#%/&(-'-(0.
It is the aility of a techniAue to collect the information on the many types of
primary data of interest to mar+eters. It has also een found that some of the
people do not ans!er truthfully to all the Auestions especially in the case of
the personal details
CHAPTER 5
SUMMARY
AND
CONCLUSIONS
5.1S+66&%0 )1 L#&%$-$3 E;5#%-#$,#
6lmost all the ;an+s offer similar features and facilities !ith their "avings
accounts. 8here are certain reasons for e4isting customers of "aving
6ccount of any ;an+ to shift to another ;an+.
8he level of service in terms of delivering !hatever is promised< fast
response in case of prolems< is the most important enefit that the
customers see+< from the ;an+ they have a "aving 6ccount !ith.
1. Det!or+ reach and visiility of a ;an+ is a very important criterion for
the customer !hile opening a "aving 6ccount. .e can also conclude
from our analysis that net!or+ reach in terms of ;ranches and 68*s is
directly proportional to the mar+et share in case of Private Players.
2. In case of a ne! customer< if a an+ approaches it first for opening a
"aving 6ccount !ith them< then there is a good chance for the an+ of
getting many future usinesses and cross sales from the deal.
3. 6ggressive *ar+eting is the +ey to increasing the mar+et share in this
area< since the mar+et has a lot of potential oth in terms of untapped
mar+et .
C)$,'+/-)$/ &$* R#,)66#$*&(-)$/
1. )ontract "ales 34ecutive /)"31 should e trained to e4plain the
product features and its value added services to ma+e customerPs
product selection convenient.
2. )ontract "ales 34ecutive /)"31 should recommend right product to
the right customer so as to ensure a high degree of satisfaction among
the customer.
3. 8he an+ needs to ma+e people a!are aout there products and the
asic enefits they can derive out of it. 6nd also the differential
features of its savings account as compared to other an+s.'7C of the
people did not even +no! aout the concept< enefits and features of
its saving accounts.
4. 8he an+ should also target small usiness unit for !hom
maintenance of the 6R; is not a prolem as this segment is not much
penetrated.
(. 8hough the an+ offers free doorstep an+ing once a day this fact is
also not +no!n to many customers or they still do not trust this service
!hat ever the reason the an+ can populari&e this service to gain an
edge over nationali&ed an+s and )o>operative ;an+s.
#. Ruality of service has een rated highly important y all demofigureic
factors as a reason for an+ing !ith a particular an+< "tandard
)hartered needs to improve the services provided to its e4isting
customers efore attracting more in the future and use !ord of mouth
as a promotional tool to increase the sales potential of its savings
account.
LIMITATIONS
"ome of the limitations of the pro5ect are listed as elo!H
1. 8he time ound period is the ma5or limitation in research pro5ects.
2. Due to the financial and time constraints a cluster analysis of the
population so as to get etter results !as not feasile.
3. 8he research conduct in ;angalore city only.
4. It !as difficult to rea+ the ice !ith the common people initially. It !as a
daunting tas+ to convince them to fill in the personal details of the
Auestionnaire !here they have to mention the monthly income<
occupation etc.
(. 8o convince the people for a proper intervie!ing process is also
difficult.
#. )ompilation of data on competitor analysis !as difficult due to non>
availaility of correct information.
'. 8he figures have een ta+en as appro4imations.
QUESTINNAI
RE!
Dame of 0espondent
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
)ontact Do.
SSSSSSSSSSSSSSSSSSSSSSS
1. *onthly 8ransactionI
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
2. Do you have saving 6ccountI
/a1 Oes /1 Do
3. If Oes .hich an+Ps>
o I)I)I
o :D$)
o Bota+ *ahindra ;an+
o Dationali&ed
o Other ;an+s SSSSSSSSSSSSSSSSS
o )o>Operative ;an+sSSSSSSSSSSSSSSSSSSS
4. .hich $actors do you consider for opening a saving 6ccount
o 6ccessiility
o *inimum ;alance
o DDN Pay Order
o $ree )heAue
o Deit )ard
o )ash Deposit
(. .hich mode of transaction do you avail freAuentlyI
/a1 )heAue / 1 DD /c1 Pay Order
#. .hich type of transaction do you made
/a1 Inter city /1 Intra city /c1 ;oth
'. Does your an+ assist you in case of any prolem
/a1 Oes /1 Do

Cheque Pick up
o Net Banking
o Mobile Banking
o At Par Cheques
o NEFT
o T!"
,.. .hat are the additional ;enefits do you e4pect from a "aving 6ccountI
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
SSSSSSSSSSSSSSSSSSSSS.
DateSSSSSSSSSSSSSSSSSSS
PlaceSSSSSSSSSSSSSSSSSS
"ignature

BIBLI"RA#H$
1.BOOBS > AUTHORS
T *ar+eting *anagement
2. NE<S PAPERS
T 8imes of India
T $inancial 34press
3. <EBSITES
T !!!.hdfcan+.com
***.google.'o$

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Customer preference & attributes towards Saving Account of HDFC Bank

INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.

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