GAUHATI UNIVERSITY

A Training Report submitted in partial fulfillment of the requirements for the award

of the Degree of the master of Business Administration (Industry Integrated), Gauhati

University on

NEW DELHI INSTITUTE OF MANAGEMENT STUDIES, NEW DELHI

HDFC BANK LTD.

KINGSWAY CAMP DELHI-09

Under Organization Guidance of: Under Institutional Guidance of:

Mr. Dinesh Prasad Mrs. Deepti Gaur

Sales Manager

Kingsway camp, Delhi

Prepared And Submitted By:

Rajeev Ranjan

G.U.Registration No.3355 of 2009-2010

1
 CERTIFICATE

This is to certify that Rajeev Ranjan, a student of the Gauhati University has prepared

her Training Report entitled “HDFC BANK LTD. (Delhi)”Under my guidance. He

has Fulfilled all requirements under the regulations of the MBA (IIP) Gauhati

University, leading to the MBA (IIP) degree. This work is the result of his own

investigation and the project; neither as a whole nor any part of it was submitted to

any other University or Educational Institute for any research or diploma.

I wish his all success in life.

2
 STUDENTS DECLARATION

I hereby declare that the Project & Training Report On Customer preference &

attributes towards Saving & Current Account of

HDFC BANK LTD.

Under the guidance of

MR.DINESH PRASAD

(SALES MANAGER)

Submitted in partial fulfillment of the requirements of

MASTER OF BUSINESS ADMINISTRATION

(Industry Integrated)

TO

GAUHATI UNIVERSITY, GAWHATI

Is my original work and the same has not been submitted for the award of any degree/

diploma/ fellowship or other similar titles or prizes.

Place: NEW DELHI RAJEEV RANJAN (M.B.A)

Date: Reg. No.3355

3
TO
The Director
NIAM
New Delhi

This is to certify that Mr. Rajeev Ranjan of MBA (Industry Integrated) course of
Gauhati University, Gawhati at New Delhi Institute of management studies
Learning center has undergone management training at our Organization from MAY
4, 2009
.

His performance during the training period was Excellence.

Authorized Signature:

CONTENTS
Page no.

CHAPTER 1. INTRODUCTION 8-15

4
1.1 General introduction about the sector.
1.2 Industry profile.
A, Origin and development of the industry.
B. Growth and present status of industry.
C. Future of the industry.

CHAPTER 2. PROFILE OF THE ORGANIZATION 16-34

2.1 Origin of the organization.

2.2 Growth and development of the organization.
2.3 Present status of the organization.
2.4 Functional Departments of the organization.
2.5 Organization structure and organization chart.
2.6 Product and services profile of the organization competitors.
2.7 Market profile of the Organization.

CHAPTER 3. DISCUSSIONS ON TRAINING. 35-36

3.1 Student’s work profile (role and responsibilities)

3.2 descriptions of live experiences.

CHAPTER 4. STUDY OF SELECTED RESEARCH PROBLEM 37-42

4.1 Statement of research problem.
4.2 Statement of research objectives.
4.3 Research design and methodology.

CHAPTER 5. ANALYSIS 43-65

5.1 Analysis of data.
5.2 Summary of Finding.

CHAPTER 5. SUMMARY AND CONCLUTIONS. 66-69

5.1 Summary of Learning Experience
5.2 Conclusions and Recommendations

Appendix 70-73
Annexure like copy of questionnaires, interview schedule, leaflets, brochures,
photographs to be enclosed.
Bibliography 74

Acknowledgement

5
 I, RAJEEV RANJAN, MBA Student in NEW DELHI INSTITUTE OF

MANAGEMENT STUDIES, OKHLA NEW DELHI is highly grateful to all those

who guided me in completing this project.

First of all, I would like to pay my heartiest thanks to entire family of

HDFC BANK especially Mr. Dharmender Kumar, CASA Team Leader, who

provided me such a wonderful opportunity to do Summer Training and provided their

valuable suggestions in understanding the work of Research Project.

Last but not the least; I would like to thanks all faculties of NEW

DELHI INSTITUTE OF MANAGEMENT STUDIES, OKHLA NEW DELHI, who

gave me the useful tips and suggestions regarding project. I would like to thanks my

project manager, Deepti Gaur for imparting his valuable guidance to me.

Words can never express the deep sense of gratitude, I feel for HDFC

BANK employees, who has been a constant source of inspiration and encouragement

for me.

RAJEEV RANJAN

6
CHAPTER 1 INTRODUCTION

1.1 General introduction about the banking sector.

INDIAN BANKING SECTOR

The banking system in India is significantly different from that of other Asian nations

because of the country’s unique geographic, social, and economic characteristics.

India has a large population and land size, a diverse culture, and extreme disparities in

income,

Which are marked among its regions? There are high levels of illiteracy among a

large percentage of its population but, at the same time, the country has a large

reservoir of managerial and technologically advanced talents. Between about 30 and

35 percent of the population resides in metro and urban cities and the rest is spread in

several semi-urban and rural centers. The country’s economic policy framework

combines socialistic and capitalistic features with a heavy bias towards public sector

investment. India has followed the path of growth-led exports rather than the

“exported growth” of other Asian economies, with emphasis on self-reliance through

import substitution. These features are reflected in the structure, size, and diversity of

the country’s banking and financial sector. The banking system has had to serve the

goals of economic policies enunciated in successive five year development plans,

particularly concerning equitable income distribution, balanced regional economic

growth, and the reduction and elimination of

7
private sector monopolies in trade and industry. In order for the banking industry to

serve as an instrument of state policy, it was subjected to various nationalization

Schemes in different phases (1955, 1969, and 1980). As a result, banking remained

internationally Isolated (few Indian banks had presence abroad in international

financial centers) because of preoccupations with domestic priorities, especially

massive branch expansion and attracting more people to the system. Moreover, the

sector has been assigned the role of providing support to other economic sectors such

as agriculture, small-scale industries,

Exports and banking activities in the developed commercial centers (i.e., metro,

urban, and a limited number of semi-urban centers). The banking system’s

international isolation was also due to strict branch licensing controls on foreign

banks already operating in the country as well as Entry restrictions facing new foreign

banks. A criterion of reciprocity is required for any Indian bank to open an office

abroad.

1.2 Industry profile

A. Origin and development of the industry

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector Banks Private sector Foreign Banks in Regional Rural Bank

Banks India
(28) (27) (29) (102)
Nationalized Bank Old Private Banks

Other Public Sector New Private Banks

Banks

8
 (IDBI)

SBI and its

Associates

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative Scheduled State Cooperative

Banks (55) Banks (31)

Here we more concerned about private sector banks and competition among them.

Today, there are 27 private sector banks in the banking sector: 19 old private sector

banks and 8 new private sector banks. These new banks have brought in state-of-

the-art technology and Aggressively marketed their products. The Public sector

banks are Facing a stiff competition from the new private sector banks. The banks

which have been setup in the 1990s under the guidelines Of the Narasimham

Committee are referred to as NEW PRIVATE SECTOR BANKS.

New Private Sector Banks

Superior Financial Services

Designed Innovative Products

Tapped new markets

Accessed Low cost NRI funds

Greater efficiency

9
The Indian banking market is growing at an astonishing rate, with Assets expected to

reach US$1 trillion by 2010. An expanding Economy, middle class, and

technological innovations are all Contributing to this growth.

The country’s middle class accounts for over 320 million people. In correlation with

the growth of the economy, rising income levels, increased standard of living, and

affordability of banking products are promising factors for continued expansion.

The Indian banking Industry is in the middle of an IT revolution, Focusing on

the expansion of retail and rural banking. Players are becoming increasingly

customer - centric in their approach, which has resulted in innovative methods of

offering new banking products and services. Banks are now realizing the

importance of being a big player and are beginning to focus their attention on

mergers and acquisitions to take advantage of economies of scale and/or

comply with Basel II regulation. “Indian banking industry assets are expected to

reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign

capital,” says Prathima Rajan, analyst in Celent's banking group and author of the

report. “The banking industry should focus on having a small number of large

10
players that can compete globally rather than having a large number of fragmented

players."

UPCOMING FOREIGN BANKS IN INDIA

By 2009 few more names is going to be added in the list of foreign banks in India.

This is as an aftermath of the sudden interest shown by Reserve Bank of India

paving roadmap for foreign banks in India greater freedom in India. Among them is

the world's best private bank by Euro Money magazine, Switzerland's UBS.

The following are the list of foreign banks going to set up business in India:-

Royal Bank of Scotland

Switzerland's UBS

US-based GE Capital

Credit Suisse Group

Industrial and Commercial Bank of China

REGULATORY

INDIAN BANKS’ ASSOCIATION

The Indian Banks’ Association (IBA) should evolveinto a self-regulatory organization

(SRO) that would work toward strengthening India’s fairly weak banking sector and

the sector’s moral regulator. Its broad agenda should be to encourage the continued

implementation of prudential business practices. IBA is completing an organizational

restructuring after which it will examine its role as an SRO. It is now an advisory

organization of banks in India and its members include most of the PSBs, private

banks, and foreign banks

B.GROWTH AND PRESENT STATUS OF THE INDUSTRY

11
Today, it is known to almost everybody that the recession period has crawled in and

that too in

almost every part of the world. Presently, in India also almost all the sectors such as

IT sector, automobile industry and share market are also not in a very good condition.

But, quite interestingly, the baking sector of India is booming day-by-day and that too

even in the period of global crisis.

With the advent of high-tech communication and information technology numerous

factors have facilitated the growth of the banking sector such as the Indian Internet

banking, ATM Network, electronically transfer of funds and fast dissemination of

information between different-different branches. With the entry of more and more

foreign banks and private sector banks, the lean and agile footed structure, became the

story of past and such factors have escalated the growth potentials in the banking

sector of India. The structural reforms are improving the health of Indian banking

sector. Although, the Indian share market has plunged to more than half of their value

in one year the banking sector of India has managed to post profits in the third quarter

of 2008. The SBI (State Bank of India) declared a quarterly profit rise of 40 percent

over the last quarter. The SBI is India's first non oil based sector to feature in fortune

up to 500 esteemed list of companies. It has maintained the trust of Indian investors

and FDIs with this good news. Moreover, the banking sector of India is growing

continuously without any interruption because, even in the period of global crisis, it is

still standing tall and is regarded as one of the safest places for investing money.

Recently, the banking industry of India has grown by over 25 percent.

12
C.FUTURE OF THE INDUSTRY

FUTURE OF THE INDIAN BANKING SECTOR

EXECUTIVE SUMMARY

A healthy banking system is essential for any economy striving to achieve good

growth and yet remain stable in an increasingly global business environment. The

Indian banking system has witnessed a series of reforms in the past, like

deregulation of interest rates, dilution of government stake in PSBs, and increased

participation of private sector banks. It has also undergone rapid changes, reflecting

a number of underlying developments. This trend has created new competitive

threats as well as new opportunities. This paper aims to foresee major future

banking trends, based on these past and current movements in the market.

Given the competitive market, banking will (and to a great extent already has)

become a process of choice and convenience. The future of banking would be in

terms of integration. This is already becoming a reality with new-age banks such as

YES Bank, and others too adopting a single-PIN. Geography will no longer be an

inhibitor. Technology will prove to be the differentiator in the short-term but the

dynamic environment will soon lead to its saturation and what will ultimately be

the key to success will be a better relationship management.

OVERVIEW

If one were to say that the future of banking in India is bright, it would be a gross

understatement. With the growing competition and convergence of services, the

13
customers (you and I) stand only to benefit more to say the least. At the same time,

emergence of a multitude of complex financial instruments is foreseen in the near

future (the trend is visible in the current scenario too) which is bound to confuse the

customer more than ever unless she spends hours (maybe days) to understand the

same. Hence, I see a growing trend towards the importance of relationship

managers. The success (or failure) of any bank would depend not only on tapping

the untapped customer base (from other departments of the same bank, customers

of related similar institutions or those of the competitors) but also on the

effectiveness in retaining the existing base.

India has witness to a sea change in the way banking is done in the past more than

two decades. Since 1991, the Reserve Bank of India (RBI) took steps to reform the

Indian banking system at a measured pace so that growth could be achieved

without exposure to any macro-environment and systemic risks. Some of these

initiatives were deregulation of interest rates, dilution of the government stake in

public sector banks (PSBs), guidelines being issued for risk management, asset

classification, and provisioning. Technology has made tremendous impact in

banking. ‘Anywhere banking’ and ‘Anytime banking’ have become a reality. The

financial sector now operates in a more competitive environment than before and

intermediates relatively large volume of international financial flows. In the wake

of greater financial deregulation and global financial integration, the biggest

challenge before the regulators is of avoiding instability in the financial system

CHAPTER 2 PROFILE OF THE ORGANIZATION

14
2.1 ORIGIN OF THE ORGANIZATION

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 is India's premier housing finance company and enjoys an

impeccable track record in India as well as in international markets. Since its

inception in 1977, the Corporation has maintained a consistent and healthy

growth in its operations to remain the market leader in mortgages. Its outstanding loan

portfolio covers well over a million dwelling units. HDFC has developed

significant expertise in retail mortgage loans to different market segments and also

has a large corporate client base for its housing related credit facilities. With its

experience in the financial markets, a strong market reputation, large shareholder

base and unique consumer franchise, HDFC was ideally positioned to promote a bank

in the Indian environment.

HDFC Bank began operations in 1995 with a simple mission : to be a “ World Class

Indian Bank.” We realized that only a single minded focus on product quality and

service excellence would help us get there. Today, we are proud to say that we

are well on our way towards that goal.

15
2.2 GROWTH AND DEVELOPMENT OF THE HDFC BANK.

PROMOTER

HDFC is India's premier housing finance company and enjoys an impeccable

track record in India as well as in international markets. Since its inception in 1977,

the Corporation has maintained a consistent and healthy growth in its operations to

remain the market leader in mortgages. Its outstanding loan portfolio covers well over

a million dwelling units. HDFC has developed significant expertise in retail mortgage

loans to different market segments and also

has a large corporate client base for its housing related credit facilities. With its

experience in the financial markets, a strong market reputation, large shareholder base

and unique consumer franchise, HDFC was ideally positioned to promote a bank in

the Indian environment.

BUSINESS FOCUS

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, and corporate governance and regulatory compliance. HDFC Bank's

business philosophy is based on four core values – Operational Excellence, Customer

Focus, Product Leadership and People.

CAPITAL STRUCTURE

16
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up

capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's

equity and about 17.6% of the equity is held by the ADS Depository (in respect of the

bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held

by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders.

The shares are listed on the Stock

Exchange, Mumbai and the National Stock Exchange. The bank's American

Depository Shares are listed on the New York Stock Exchange (NYSE) under the

symbol 'HDB'.

TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking industry, Times Bank

Limited (another new private sector bank promoted by Bennett, Coleman & Co.

/Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As

per the scheme of amalgamation approved by the shareholders of both banks and the

Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank

for every 5.75 shares of Times Bank. The acquisition added significant value to

HDFC Bank in terms of increased branch network, expanded geographic reach,

enhanced customer base, skilled manpower and the opportunity to cross-sell and

leverage alternative delivery channels.

DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable

network of over 1229 branches spread over 444 cities across India. All branches are

linked on an online real-time basis. Customers in over 120 locations are also serviced

through Telephone Banking. The Bank's expansion plans take into account the need to

17
have a presence in all major industrial and commercial centers where its corporate

customers are located as well as the need to build a strong retail customer base for

both deposits and loan products. Being a clearing/settlement bank to various leading

stock exchanges, the Bank has branches in the centers where the NSE/BSE has a

strong and active member base. The Bank also has a network of about over 4220

networked ATMs across these cities. Moreover,HDFC Bank's ATM network can be

accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro,

Plus/Cirrus and American Express Credit/Charge cardholders.

STRONG NATIONAL NETWORK

HDFC BANK

TECHNOLOGY

18
 HDFC Bank operates in a highly automated environment in terms of

information technology and

communication systems. All the bank's branches have online connectivity, which

enables the bank to offer speedy funds transfer facilities to its customers. Multi-

branch access is also provided to retail customers through the branch network and

Automated Teller Machines (ATMs).

The Bank has made substantial efforts and investments in acquiring the best

technology available internationally, to build the infrastructure for a world class bank.

The Bank's business is supported by scalable and robust systems which ensure that

our clients always get the finest services we offer. The Bank has prioritized its

engagement in technology and the internet as one of its key goals and has already

made significant progress in web-enabling its core businesses. In each of its

businesses, the Bank has succeeded in leveraging its market position, expertise and

technology to create a competitive advantage and build market share.

BUSINESS FOCUS

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, and corporate governance and regulatory compliance. HDFC Bank's

business philosophy is based on four core values – Operational Excellence, Customer

Focus, Product Leadership and People.

19
2.3 PRESENT STATUS OF THE ORGANIZATION.

RATING

I. Credit Rating

The Bank has its deposit programs rated by two rating agencies - Credit Analysis &

Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed

Deposit programmed has been rated 'CARE AAA (FD)' [Triple A] by CARE, which

represents instruments considered to be "of the best quality, carrying negligible

investment risk". CARE has also rated the bank's Certificate of Deposit (CD)

programmer "PR 1+" which represents "superior capacity for repayment

of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary

of Fitch Inc.) has assigned the "tAAA (ind)" rating to the Bank's deposit programme,

with the outlook on the rating as "stable". This rating indicates "highest credit quality"

where "protection factors are very high". The Bank also has its long term unsecured,

subordinated (Tier II) Bonds rated by CARE and Fitch Ratings India Private Limited

and its Tier I perpetual Bonds and Upper Tier II Bonds rated by CARE and CRISIL

Ltd. CARE has assigned the rating of "CARE AAA" for the subordinated Tier II

Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (ind)" with

the outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple

A]" for the Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned

the rating "AAA / Stable" for the Bank's Perpetual Debt programme and Upper Tier II

Bond issue. In each of the cases referred to above, the ratings awarded were the

highest assigned by the rating agency for those instruments.

II. Corporate Governance Rating

20
The bank was one of the first four companies, which subjected itself to a Corporate

Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating

Information Services of India Limited (CRISIL). The rating provides an independent

assessment of an entity's current performance and an expectation on its "balanced

value creation and corporate governance practices" in future. The bank has been

assigned a 'CRISIL GVC Level 1' rating which indicates that the bank's capability

with respect to wealth creation for all its stakeholders while adopting

a sound corporate governance practice is the highest.

2.4 FUNCTIONAL DEPARTMENTS OF THE ORGANIZATION.

MANAGING DIRECTOR

Mr. Jagdish Capoor holds a Masters degree in Commerce and is a Fellow of Indian

Institute of Banking and Finance. Prior to joining the Bank, Mr. Capoor was the

Deputy Governor of the Reserve Bank of India. He retired as Deputy Governor of the

Reserve Bank of India after serving for 39 years. While with Reserve Bank of India,

Mr. Capoor was the Chairman of the Deposit Insurance and Credit Guarantee

Corporation of India and Bharatiya Reserve Bank Note Mudran Limited. He also

served on the boards of Export Import Bank of India, National Housing Bank,

National Bank for Agriculture and Rural Development (NABARD) and State Bank of

India.

21
,

Mr. Aditya Puri, has been a professional banker for over 25 years and before joining

HDFC Bank in 1994 was heading Citibank's operations in Malaysia.

Mr. Keki Mistry holds a Bachelor of Commerce degree in Advanced Accountancy

and Auditing and is also a Chartered Accountant. He was actively involved in setting

up of several HDFC group companies including HDFC Bank. Mr. Mistry has been

deputed on consultancy assignments for the Commonwealth Development

Corporation (CDC) in Thailand, Mauritius, Caribbean Islands and Jamaica. He has

also worked as a consultant for the Mauritius Housing Company and Asian

Development Bank.

Mrs. Renu Karnad is a Law graduate and also holds a Masters Degree in Economics

from Delhi University.

Mrs. Karnad is on the Board of Housing Development Finance Corporation

Limited ,HDFC Venture Capital Limited, HDFC Property Ventures Limited, HDFC

Sales Private Limited, HDFC Asset Management Company Limited, GRUH Finance

Limited, Credit Information Bureau (India) Limited, HDFC ERGO General Insurance

22
Company Limited, ICI India Limited, Indraprastha Medical Corporation Limited,

HDFC Standard Life Insurance Company Limited, Sparsh BPO Services Limited,

G4S Corporate Services (India) Private Limited, Bosch Limited, Feedback Ventures

Private Limited, Value And Budget Housing Corporation (India) Pvt. Ltd

Mr. Arvind Pande holds a Bachelor of Science degree from Allahabad University

and a B.A. (Hons.) and M.A. (Economics) degree from Cambridge University, U.K.

He started his career in Indian Administrative Services and has held various

responsible positions in the Government of India

Mr. Ashim Samanta holds a Bachelor of Commerce degree from University of

Bombay and has wide and extensive business experience for nearly 35 years. He has

vast experience in the field of bulk drugs and fine chemicals.

Mr. C. M. Vasudev holds a Master's Degree in Economics and Physics. He joined

the Indian Administrative Services in 1966. Mr. Vasudev has worked as Executive

Director of World Bank representing India, Bangladesh, Sri Lanka and Bhutan.

23
Mr. Gautam Divan holds a Bachelors degree in Commerce and is a Fellow Member

of the Institute of Chartered Accountants of India. Mr. Divan is a partner in Rahul

Gautam Divan & Associates, Chartered Accountants

The Bank's Board of Directors is composed of eminent individuals with a

wealth of experience in public policy, administration, industry and commercial

banking. Senior executives representing HDFC are also on the Board. Senior banking

professionals with substantial experience in India and abroad head various businesses

and functions and report to the Managing Director. Given the professional expertise

of the management team and the overall focus on recruiting and retaining the best

talent in the industry, the bank believes that its people are a significant competitive

strength.

2.5 ORGANIZATION STRUCTURE –AND ORGANIZE INSTITUTION FOR

ANY RESEARCH OR DIPLOMA.ATION
CHART.

24
 Last Price Market Cap. Net Interest Net Profit Total Assets
(Rs. cr.) Income
ICICI Bank 869.30 96,913.50 25,706.93 4,024.98 363,399.71
HDFC Bank 1,991.70 91,168.73 16,172.91 2,948.69 183,270.78
Axis Bank 1,211.50 49,300.90 11,638.02 2,514.53 180,647.87
Kotak Mahindra 773.05 26,913.08 3,255.62 561.11 28,711.88
Yes Bank 279.90 9,507.29 2,369.71 477.74 36,382.50
IndusInd Bank 195.25 8,014.13 2,706.99 350.31 35,369.52
Federal Bank 327.15 5,592.45 3,673.23 464.55 38,850.88
JK Bank 793.05 3,844.53 3,056.88 512.38 37,693.26
ING Vysya Bank 319.90 3,837.73 2,232.90 242.22 33,880.24
Karur Vysya 524.05 2,852.70 1,757.94 336.03 21,993.49

25
2.6 PRODUCT AND SERVICE PROFILE OF THE ORGANIZATION COMPETITORS.

Balance Sheet ------------------- in Rs. Cr. -------------------

HDFC Bank ICICI Bank Axis Bank Kotak Mahindra Yes Bank

Mar '09 Mar '10 Mar '10 Mar '09 Mar '10

Capital and Liabilities:

Total Share Capital 425.38 1,114.89 405.17 345.67 339.67
Equity Share Capital 425.38 1,114.89 405.17 345.67 339.67
Share Application Money 400.92 0.00 0.17 0.00 0.00
Preference Share Capital 0.00 0.00 0.00 0.00 0.00
Reserves 14,226.43 50,503.48 15,639.27 3,559.86 2,749.88
Revaluation Reserves 0.00 0.00 0.00 0.00 0.00
Net Worth 15,052.73 51,618.37 16,044.61 3,905.53 3,089.55
Deposits 142,811.58 202,016.60 141,300.22 15,644.93 26,798.57
Borrowings 2,685.84 94,263.57 17,169.55 5,904.07 4,749.08
Total Debt 145,497.42 296,280.17 158,469.77 21,549.00 31,547.65
Other Liabilities & Provisions 22,720.62 15,501.18 6,133.46 3,257.34 1,745.32
Total Liabilities 183,270.77 363,399.72 180,647.84 28,711.87 36,382.52
HDFC Bank ICICI Bank Axis Bank Kotak Mahindra Yes Bank

Mar '09 Mar '10 Mar '10 Mar '09 Mar '10

Assets
Cash & Balances with RBI 13,527.21 27,514.29 9,473.88 995.35 1,995.31
Balance with Banks, Money at Call 3,979.41 11,359.40 5,732.56 145.32 677.94
Advances 98,883.05 181,205.60 104,343.12 16,625.34 22,193.12
Investments 58,817.55 120,892.80 55,974.82 9,110.18 10,209.94
Gross Block 3,956.63 7,114.12 2,107.98 460.61 206.40
Accumulated Depreciation 2,249.90 3,901.43 942.79 247.25 92.32
Net Block 1,706.73 3,212.69 1,165.19 213.36 114.08
Capital Work In Progress 0.00 0.00 57.24 0.00 1.38
Other Assets 6,356.83 19,214.93 3,901.06 1,622.33 1,190.73
Total Assets 183,270.78 363,399.71 180,647.87 28,711.88 36,382.50

Contingent Liabilities 396,594.31 694,948.84 296,125.58 4,486.28 101,835.50

Bills for collection 17,939.62 38,597.36 35,756.32 1,188.17 4,105.86
Book Value (Rs) 344.44 463.01 395.99 112.98 90.96

26
2.7 MARKET PROFILE OF THE ORGANIZATION

PRODUCT SCOPE:

HDFC Bank offers a bunch of products and services to meet the every need of the

people. The company cares for both, individuals as well as corporate and small and

medium enterprises. For individuals, the company has a range accounts, investment,

and pension scheme, different types of loans and cards that assist the customers. The

customers can choose the suitable one from a range of products which will suit their

life-stage and needs For organizations the company has a host of customized solutions

that range from Funded services, Non-funded services, Value addition services,

Mutual fund etc. These

affordable plans apart from providing long term value to the employees help in

enhancing goodwill of the company. The products of the company are categorized

into various sections which are as follows:

Accounts and deposits.

Loans.

Investments and Insurance.

Forex and payment services.

Cards.

Customer center.

PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING

A. Accounts & Deposits

- Regular Savings Account

27
- Savings Plus Account

- SavingsMax Account

- Senior Citizens Account

- No Frills Account

- Institutional Savings Account

- Payroll Salary Account

- Classic Salary Account

- Regular Salary Account

- Premium Salary Account

- Defense Salary Account

- Kid's Advantage Account

- Pension Saving Bank Account

- Family Savings Account

- Kisan No Frills Savings Account

- Kisan Club Savings Account

- Plus Current Account

- Trade Current Account

- Premium Current Account

- Regular Current Account

- Apex Current Account

- Max Current Account

- Reimbursement Current Account

- RFC - Domestic Account

- Regular Fixed Deposit

- Super Saver Account

28
- Sweep-in Account

- HDFC Bank Preferred

- Private Banking

B. Loans

- Personal Loans

- Home Loans

- Two Wheeler Loans

- New Car Loans

- Used Car Loans

- Overdraft against Car

- Express Loans

- Loan against Securities

- Loan against Property

- Commercial Vehicle Finance

- Working Capital Finance

- Construction Equipment Finance

- Offers & Deals

- Customer Center

C. Investments & Insurance

- Mutual Funds

- Insurance

- Bonds

- Financial Planning

- Knowledge Centre

- Equities & Derivatives

29
- Mudra Gold Bar

D. Forex Services

- Trade Finance

- Travelers’ Cheques

- Foreign Currency Cash

- Foreign Currency Drafts

- Foreign Currency Cheque Deposits

- Foreign Currency Remittances

- Cash to Master

- ForexPlus Card

E. Payment Services

- Net Safe

- Prepaid Refill

- Bill Pay

- Direct Pay

- Visa Money Transfer

- E-Monies Electronic Funds Transfer

- Excise & Service Tax Payment

F. Access Your Bank

- One View

- Insta Alerts

- Mobile Banking

- ATM

30
- Phone Banking

- Branch Network

G. Cards

- Silver Credit Card

- Gold Credit Card

- Woman's Gold Credit Card

- Platinum plus Credit Card

- Titanium Credit Card

- Value plus Credit Card

- Health plus Credit Card

- HDFC Bank Idea Silver Card

- HDFC Bank Idea Gold Card

- Compare Cards

- Transfer & Safe

- Track your Credit Card

H. Get More from Your Card

- Offers & Savings

- My Rewards

- Insta Wonders

- Add-On Cards

- Credit Card Usage Guide

- Easy EMI

- Net safe

- Smart Pay

- Secure Plus

31
- My City Benefit Card

- Debit Cards

- Easy Shop International Debit Card

- Easy Shop Gold Debit Card

- Easy Shop International Business Debit Card

- Easy Shop Woman’s Advantage Debit Card

- Prepaid Cards

- Forex Plus Card

- Kisan Card

I. Customer Centre

- Offers & Deals

- Winners of Contests & Promotions

2. Wholesale Banking

A. Corporate

Funded Services

Non Funded Services

Value Added Services

Internet Banking

B. Small & Medium Enterprises

Funded Services

Non-Funded Services

Specialized Services

Internet Banking

C. Financial Institutions & Trusts

Banks

32
Financial Institutions

Mutual Funds

Stock Brokers

CHAPTER 3 DISCUSSIONSON TRAINING.

3.1 Student’s work profile (Role and responsibilities), tools and techniques used.

To open the many types of saving accounts.

Preferred saving account

Classic saving account

Max saving account

Regular saving account

Senior citizen saving account

Kids’ advantage saving account

As a CSE you are required to ensure that all the documentation/account

opening formalities are completed by the customer in your presence.

To meet this objective as fulfill the Banks seriousness and importance to the process,

your responsibility would include:

To explain to the customer to complete documentation and application formalities.

Too verify the authenticity of the documents and identity of the customer.

To ensure strict adherence to Know Your Customer norms in all applications sourced.

Meet the customer for collecting the IP cheque and the AOD. To ensure the the

customer is met up with either at his place of work or at his residence only.

33
To ensure that all mandatory fields are entered properly.

Keeping a list of acceptable documents required for AOD as a ready reference.

Maintain a daily register to capture the forms sent to CPU with other required details

for account set up.

Reconcile the rejected forms from CPU on alternate days.

Ensure that the photograph submitted for the ID proof is clearly visible. it should

match with the photo on the AOD.

Not accept any smudged or unclear document.

CONTRIBUTION INTO THE ORGANIZATION

In this company, I am working as CSE.

Channel Distribution Networking.

Cold calling & Hot calling.

Searching for the best channel and customers.

Responsible for increasing the sales in Territory.

I am responsible to search the best efforts for direct marketing and promotions.

3.2 KEY LEARNING’S

CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM

34
4.1 STATEMENT OF RESEARCH PROBLEM.

Sales Executives were with good background human being and

through rigorous process of recruitment but still not able to perform up to the

expectation level of company, HR is not able to sort out the problem why the

performance is not coming even after giving the full marketing support. The

communication technique and dealing with the customers is also a problem to the

sales executives.

4.1 STATEMENT OF RESEARCH OBJECTIVES.

PRIMARY OBJECTIVES:

· To open new savings accounts by convincing customers and to promote the

benefits of those which are provided by the bank.

· To find the different way of convincing customers.

· To study brand image of the bank.

· To increase the business of the bank.

SECONDARY OBJECTIVES:

· To determine the need and purpose of a sales executive.

· To understand the deciding criteria for people to become

sales executive.

· To offer suggestions based upon the findings.

35
GEOGRAPHICAL SCOPE:

The same problem was with the all other branches of HDFC Bank even out of

the Pali city. The management is conducting the same research on a big ground while

my contribution is tiny. Though my sample size and geographical area was defined

and confine to a particular territory but the application of out put from the research are

going to be wide.

PRODUCT SCOPE:

· Studying the increasing business scope of the bank.

· Market segmentation to find the potential customers for the bank.

· To study how the various products are positioned in the market.

· Corporate marketing of products.

· Customers’ perception on the various products of the bank.

4.3 Research design and methodology.

RESEARCH DESIGN

Research design is a plan, structure, strategy of investigation conceived so

as to obtain answer to research question and control variance. There are three types of

research design system.

 EXPLANATORY RESEARCH.

 DESCRIPTIVE RESEARCH

36
  CASUAL RESEARCH.

Among the above mentioned types descriptive research design has been chosen.

Descriptive research is to find ad efficient sales force, of FC. In order the study the

characteristics and variables, cross sectional analysis was conducted by using field

survey method . In the process of field survey, a questionnaire was developed and

circulated to the respondents, which formed the basis for entire research.

Research was initiated by examining the secondary data to gain insight into the

problem. By analyzing the secondary data, the study aim is to explore the short

comings of the present system and primary data will help to validate the analysis of

secondary data besides on unrevealing the areas which calls for improvement.

METHODOLOGY

All the findings and conclusions obtained are based on the survey done in the working

area within the time limit. I tried to select the sample representative of the whole

group during my job training. I have collected data from people linked with different

profession at Kingsway camp, Hudson lane Delhi.

RESEARCH PLAN:

Preliminary Investigation:

In which data on the situation surrounding the problems shall be gathered to

arrive at

· The correct definition of the problem.

· An understanding of its environment.

37
Exploratory Study:

To determine the approximate area where the problem lies.

DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration.

Due to time limitation and other constraints direct personal interview method is used.

A structured questionnaire was framed as it is less time consuming, generates specific

and to the point information, easier to tabulate and interpret. Moreover respondents

prefer to give direct answers.

In questionnaires open ended and closed ended, both the types of questions has

been used.

COLLECTION OF DATA:

1: Secondary Data: It was collected from internal sources.

The secondary data was collected on

the basis of organizational file, official records, news papers, magazines, management

books preserved information in the company’s database and website of the company.

2: Primary data: All the people from different profess were personally visited and

interviewed.

They were the main source of Primary data. The method of collection of primary data

was direct personal interview through a structured questionnaire.

38
SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to tak

sample from the universe to know about its characteristics.

· Sampling Units: Different professionals Chartered

Accountants, Tax Consultants, Lawyers, Business Man, Professionals and House

Wive New Delhi.

· Sample Technique: Random Sampling.

· Research Instrument: Structured Questionnaire.

· Contact Method: Personal Interview.

SAMPLE SIZE:

My sample size for this project was 200 respondents. Since it was not possible to

cover the whole universe in the available time period, it was necessary for me to take

a sample size of 200 respondents.

4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Survey Method and Field

Activity. Primary data collection will base on personal interview. I have prepared the

questionnaire according to the necessity of the data to be collected.

RESEARCH LIMITATIONS:

· It was not possible to understand thoroughly about the different marketing aspects

of the Financial Consultant Within 30 days.

· As stipend, money was not given it was difficult to continue the project work.

· All the work was limited in some limited areas of Pali so the findings should not be

generalized.

39
· The area of research was Kingsway camp,Delhi and it was too vast an area to cover

within 30 days.

CHAPTER 5 ANALYSIS

5.1 Analysis of data

Q.1. Your Age?

TABLE

Serial Age Category Number of Percentage

No. Respondents
1. 18-23 Years 40 20%
2. 24-29 Years 70 35%
3. 30-35 Years 60 30%
4. 35 Years & above 30 15%
Total 200 100%

Base 200 respondents

40
 70
60
50
40 18-23 Years
30 24-29 Years
20 30-35 Years
10 35 Years & above
0
18-23 30-
Years 35Years

Interpretation

From the table and graph above it can be seen that

• 20% respondent’s age are 18 to 23 years.

• 35% respondent’s age are 27 to 29 years.

• 30% respondent’s age are 30 to 35 years.

• 15% respondent’s age are 35 to above years.

Q.2. Marital Status?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Married 140 70%
2. Unmarried 60 30%
Total 200 100%

Base 200 respondents

41
 140
140
120
100
80
Married
60
60 Unmarried
40
20
0
Married Unmarried

Interpretation

From the table and graph above it can be seen that

• 70% respondents are married.

• 30% respondents are unmarried.

42
Q.3. Educational Qualification?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Under graduate 50 25%
2. Graduate 80 40%
3. Post Graduate 70 35%
Total 200 100%

Base 200 respondents

80
70
60
50
Under graduate
40
Graduate
30
20 Post Graduate
10
0
1st 2nd 3rd

Interpretation

From the table and graph above it can be seen that

• 25% respondents are Under graduate.

43
 • 40% respondents are Graduate.

• 35% respondents are Post graduate.

Q.4. Number Of year’s Are You in Pali?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Less than five years 78 39%
2. More than five years 122 61%
Total 200 100%

Base 200 respondents

140

120

100

80 Less than five

years
60 More than five
years
40

20

0
1st 2nd

Interpretation

From the table and graph above it can be seen that

44
 • 39% respondents are in Pali for less than five years.

• 61% respondents are in Pali for more than five years.

Q.5. Your Occupation?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Business 40 20%
2. Profession 108 54%
3. Service 52 26%
Total 200 100%

Base 200 respondents

120

100

80

60 Business

40 Profession

20 Service

Interpretation

From the table and graph above it can be seen that

45
 • 20% respondents Occupation is Business.

• 26% respondents Occupation is Profession.

• 54% respondents Occupation is Service.

Q.6. Your annual household income?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Less than 2 lacs 98 49%
2. Between 2 to 5 62 31%
3. Between 5 to 8 30 15%
4. More than 8 lacs 10 5%
Total 200 100%

Base 200 respondents

100

80

60 Less than 2 lacs

Between 2 to 5 lacs
40 Between 5 to 8 lac
More than 8 lacs
20

0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

Interpretation

46
From the table and graph above it can be seen that

• 49% respondent’s annual household income is less than 2 lacs.

• 31% respondent’s annual household income is between 2 to 5 lacs.

• 15% respondent’s annual household income is between 5 to 8 lacs.

• 5% respondent’s annual household income is more than 8 lacs.

Q.7. Are you a member of a club/gymkhana?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Yes 84 42%
2. No 116 58%
TOTAL 200 100%

Base 200 respondents

47
 120

100

80

60 YES
NO
40

20

0
YES NO

Interpretation

From the table and graph above it can be seen that

• 42% respondents are member of a club/gymkhana.

• 58% respondents are not member of a club/gymkhana.

Q.8. What is your perception about different

products/services provided by HDFC bank?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Lucrative 50 25%
2. Non Lucrative 120 60%
3. No Idea 30 15%
Total 200 100

Base 200 respondents

48
 120
100
80
60 Lucrative
Non-Lucrative
40
No Idea
20
0
Non- No
Lucrative Lucrative Idea

Interpretation

From the table and graph above it can be seen that

• 25% respondent’s perception about different products is lucrative.

• 60% respondent’s perception about different products is not lucrative.

• 15% respondent’s have no idea.

Q.9. Do you want to open an account with HDFC bank?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Yes 10 5%
2. No 160 80%
3. Will tell later 30 15%
TOTAL 200 100%

Base 200 respondents

49
 160
140
120
100
80 Yes
60 No
40 Will tell later
20
0
Yes No Will tell
later

Interpretation

From the table and graph above it can be seen that

• 80% respondents are not interested to open an account with the bank.

• 5% respondents are interested to open an account with the bank.

• 15% of the respondents say that they will tell later.

Q.10. Do you have all the documents which are required to open an account?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Yes 120 60%
2. No 80 40%
TOTAL 200 100%

Base 200 respondents

50
 120

100

80

60 Yes
No
40

20

0
YES NO

Interpretation

From the table and graph above it can be seen that

• 60% respondents have all the documents which are required to open an

account with the bank.

• 25% respondents do not have all the documents which are required to open

an account with the bank.

Q.11. Are you aware that the bank provides you a free Demat account if

you open a new savings account with HDFC bank?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Yes 40 20%
2. No 160 80%
TOTAL 200 100%

51
Base 200 respondents

160
140
120
100
80 Yes
60 No
40
20
0
Yes No

Interpretation

From the table and graph above it can be seen that

• 20% respondents are aware that the bank provides a free Demat account with

new savings account.

• 40% respondents are not aware of it.

Q.12.Are you aware of different terms and conditions which are very much

essential to maintain an account at HDFC Bank?

TABLE

Serial Category Number of Percentage

No. Respondents
1. Yes 25 22%
2. No 175 88%

52
 TOTAL 200 100%

Base 200 respondents

180
160
140
120
100
Yes
80
No
60
40
20
0
Yes No

Interpretation

From the table and graph above it can be seen that

• 12% respondents are familiar with different terms and conditions which are

very much essential to maintain account with the bank.

• 88% respondents have no idea about it.

Q.13. Do you know about HDFC Bank’s recruitment policies related to sales

executives?

TABLE

Serial Category Number of Percentage

No. Respondents

53
1. Yes 82 41%
2. No 118 59%
TOTAL 200 100%

Base 200 respondents

5.2 Summary of findings.

SWOT ANALYSIS

STRENGTH WEAKNESSES

• Right strategy for the right

• Some gaps in range for certain
products.
sectors.
• Superior customer service vs.
• Customer service staff need
competitors.
training.
• Great Brand Image
• Processes and systems, etc
• Products have required
• Management cover insufficient.
accreditations.
• Sectoral growth is
• High degree of customer
constrained by low
satisfaction.
unemployment levels and

54
 competition for staff
• Good place to work

• Lower response time with

efficient and effective service.

• Dedicated workforce aiming

at making a long-term

career in

the field.

55
 Opportunities Threats

• Profit margins will be good. • Legislation could impact.

• Could extend to overseas broadly. • Great risk involved

• New specialist applications. • Very high competition prevailing

• Could seek better customer deals. in the industry.

• Fast-track career development • Vulnerable to reactive

opportunities on an industry-wide

basis. attack by major competitors

• An applied research centre to • Lack of infrastructure in rural

create opportunities for areas could constrain investment.

developing techniques to provide • High volume/low cost market is

added-value services. intensely competitive.

56
COMPETITIVE SWOT ANALYSIS WITH ICICI BANK

STRENGTHS WEAKNESSES

P S – O Strategies W – O Strategies

O Strength: Large Capital base. Weakness: Workforce

T Opportunity: Market Expansion. Responsiveness.

N Opportunity: Outsourcing of Non –

I Strategy: Deep Penetration into Core Business.

I Rural Market. Strategy: Outsource Customer

E Care & other E-Helps.

S – T Strategies W – T Strategies

H Strength: Low operating costs Weakness: Not Equal to

R International Standards.

57
 A Threat: Increased Competition Threat: Entry of many Foreign

T from others Pvt. Banks. Banks.

Strategy: Steps to Ensure

Loyalty by old Strategy: Consider additional

Customers. benefits

Detailed Analysis:

i.Strength - Opportunity Analysis.

Strength:

It is well know that ICICI Bank has the largest Authorised Capital Base in the

Banking System in India i.e. having a total capacity to raise Rs. 19,000,000,000 (Non

– Premium Value).

Opportunity:

Seeing the present financial & economic development of Indian Economy and

also the tremendous growth of the Indian Companies including the

acquisition spree followed by them, it clearly states the expanding market for

finance requirements and also the growth in surplus disposal income of Indian

citizens has given a huge rise in savings deposits – from the above point it is clear

that there is a huge market expansion possible in banking sector in India.

Strategy:

58
From the analysis of Strength & Opportunity the simple and straight possible

strategy for ICICI Bank could be - to penetrate into the rural sector of India for

expanding its market share as well as leading all other Pvt. Banks from a great gap.

i. Strength - Threat Analysis.

Strength:

ICICI Bank is not only known for large capital but also for having a low operations

cost though having huge number of branches and services provided.

Threat:

After showing a significant growth overall, India is able to attract many

international financial & banking institutes, which are known for their state of art

working and keeping low operation costs.

Strategy:

To ensure that ICICI Bank keeps going on with low operation cost & have

continuous business it should simply promote itself well & provide quality service so

as to ensure customer loyalty, therefore guaranteeing continuous business.

ii. Weakness - Opportunity Analysis.

Weakness:

59
It is well known that workforce responsiveness in banking sector is Very low in

Indian banking sector, though ICICI Bank has better responsible staff but it still

lacks behind its counterparts like HSBC, HDFC BANK, CITI BANK, YES BANK

etc.

Opportunity:

In the present world, India is preferred one of the best places for out – sourcing of

business process works and many more.

Strategy:

As international companies are reaping huge benefits after out-sourcing there

customer care & BPO’s, this same strategy should be implemented by ICICI Bank so

as to have proper customer service without hindering customer expectations.

IV.Weakness - Threat Analysis.

Weakness:

Though having a international presence, ICICI Bank has not been able to keep up the

international standards in providing customer service as well as banking works.

Threat:

In recent times, India has witnessed entry of many international banks like CITI

Bank, YES Bank etc which posses an external entrant threat to ICICI Bank – as this

Banks are known for their art of working and maintain high standards of

customer service.

Strategy:

After having new entrants threat, ICICI Bank should come up with More additional

benefits to its customer or may be even reduce some fees for any additional

works of customers.

60
CHAPTER 6 SUMMARY AND CONCLUSIONS

6.1 Summary of Learning Experience.

OJT is the additional benefit that we getting with our MBA degree. After doing one

and half year training experience in industry we shall be an edge in future career

because we are not going to know as fresher after completing our MBA. OJT in

HDFC BANK LTD help me to enhance my knowledge and skills relating to the sales

and marketing that is I going to take in future.

My first day started with three days training with a training specialist that has

help me in my training a lot. Then induction happened in that we introduce our self to

CDM, HDM, branch head and last but not least, our collogues with whom we have to

work. Then we informed the rules and regulation and policies of the organization. The

whole HDFC BANK LTD help me do the best I can do. They solved my problem

whenever I faced. Learnt there how to handle the customer and convince them to

become a financial consultant. I learnt how to implement the theoretical knowledge

we studied in our semester. Practical knowledge is more worth then the theoretical

knowledge. In HDFC BANK LTD. I realized the working environment and work

pressure. Each day I learn something new which will definitely help me in future. My

roles and responsibility would always keep me going.

• Customer handling

• Develop good relation between customer and organization.

• Know the need of the customer and fulfill that in time.

61
 • Follow a systematic way to achieve given target and make small plan or divide

into specific time period for that target.

• HDFC BANK LTD. is the idle company to join for training or even for long

term job. HDFC BANK LTD enables us to be competitive and to sustain our

self in competitive corporate world for a longer period. I learnt a lot from there

and I also want to continue my training in HDFC BANK LTD So that I can

keep going toward betterment.

6.2 Conclusions and Recommendations.

HDFC Bank, the banking arm of HDFC is expected to go on stream.

The bank already has good number of employees on board and is recruiting Sales

Executives heavily to take the headcount to many more. It is on the brim of increasing

its customers through its attractive schemes and offer.

The project opportunities provided was market segmentation and

identifying prospective customers in potential geographical location and convincing

them to open an account so that new Business Opportunities of the bank can be

explored. Through this project, it could be concluded that people are not much aware

about the various products of the bank and many of them not interested to open an

account at all.

Services was considered as unsought good which require hard core

selling, but in changing trend in income and people becoming financially literate, the

demand for banking sector is increasing day by day.

62
 According to my findings Company’s promotional activities for

recruiting sales executives are also very less.

So, at last the conclusion is that there is tough competition ahead for the

company from its major competitors in the banking sector.

Last but not the least I would like to thank HDFC Bank for giving me an

opportunity to work in the field of Marketing. I hope the company finds my analysis

relevant.

CONTRIBUTION

In this company, I am working as CSE.Channel Distribution Networking.Cold calling

& Hot calling.Searching for the best channel and customers.Responsible for

increasing the sales in Territory.I am responsible to search the best efforts for direct

marketing and promotions.

SUGGESTIONS:

Finally some recommendations for the company are as fallows:-

• To make people aware about the benefit of becoming HDFC Bank’s Sales

Executive, following activities of advertisement should be done through

1. Print Media.

2. Hoarding & Banners.

3. Stalls in Trade Fares

4. Distribution of leaflets containing details information.

• The bank should provide life time valid ATM card to all its customers.

63
 • Minimum balance for savings account should be reduced from Rs 5000 to Rs

1000, so that people who are not financially strong enough can maintain their

account properly.

• The company should provide a pass book to all its customers.

• Make people understand about the various benefits of its products.

• Company should organize the program in the society, so that people will be

aware about the company and different products of the bank.

• Company should open more branches in different cities.

APPENDIX

Annexure

1. QUESTIONNAIRE

QUESTIONNAIRE

64
Dear Sir/Madam,

Name: ………………………………………………………………………

Address: ……………………………………………………………………

Contact No :®………………( O)……………… (M)………………………

City: ………...............Pin: ………………….State: ………………………

I am a student of NEW DELHI INSTITUTE OF MANAGEMENT STUDIES,

NEW DELHI and presently doing a project on “OPENING SAVINGS & CURRENT

ACCOUNT BY MEETING CUSTOMERS”.

I request you to kindly fill the questionnaire below and I assure you that the data

generated shall be kept confidential.

1. Your Age: ____________________

2. Education Qualification.

• Undergraduate □

• Graduate □

• Post graduate □

3. Marital Status.

• Married □

65
 • Single □

No. of Children: __________

4. Number Of year’s Are You in Delhi.

• Less than five year’s □

• More than five year’s □

5. Occupation.

• Business □

• Profession □

• Service □

(Please mention below the type of business/profession you are in incase of service

please mention your organization name and designation)

6. Your annual household income.

• <than 2 lack □

• Between 2 to 5 lack □

• Between 5 to 8 lack □

• >than 8 lack □

7. Are you a member of a Club/Gym?

• Yes □

• No □

66
If yes, Name of the Club/Gym _______________________________________

8. What is your perception about different products?

and services offered by HDFC Bank?

• Lucrative □

• Not lucrative □

• No idea □

9. Do you want to open a Savings Account or Current

Account with HDFC Bank?

• Yes □

• No □

• Will tell later □

10. Do you have all the documents which are required

to open an account?

• Yes □

• No □

11. Are you aware of that HDFC Bank provide you a free Demat account if you

open a new savings account with the bank?

• Yes □

• No □

67
12. Are you aware of different terms and conditions

which are very much essential to maintain an account at HDFC Bank?

• Yes □

• No □

13. Do you know about HDFC Bank’s recruitment policies related to sales

executives?

• Yes □

• No □

Date:

Place:

Thank You Signature

Bibliography.

1. BOOKS AUTHORS

• Marketing Management (10th Edition) Philip Kotler

• Marketing Management (3rd Edition) V.S. Ramaswamy

68
 • Research Methodology (2nd Edition)

• Research Methodology

2. NEWS PAPERS

• Times of India

• Financial Express

3. WEBSITES

• www.hdfcbank.com

• www.google.com

• www.scribd.com

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