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Service Quality Management And Client Profiling [Preferred Clients]
Submitted To Lovely Professional University

In Partial fulfilment of the requirements for the award of degree of
Master of Business Administration

Submitted By: Haziq Mushtaq Roll No: R-1804-B 51 Registration No: 1800085 DEPARTMENT OF MANAGEMENT LOVELY PROFESSIONAL UNIVERSITY PHAGWARA (2009)

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I si c ly feel t t t e c edit of t is project work could not be narrowed to only one individual as t e whole work is outcome of integrated efforts of all those concerned with it through whose cooperation and effective guidance I could achieve its completion. I wish to place my profound indebtness and deep sense of obligation to Mr. Aati Andrabi, Senior Manager, HDFC Bank (Srinagar) for his kind permission for the study in his organization and for his supreme guidance throughout the project. I express my sincereness thanks to Mr. Omer Guroo, Relationship Manager HDFC Bank ± Preferred banking (Srinagar) for extending his cooperation and guidance. I wish to express my deep sense of gratitude to Prof. Lokesh Jasraj for valuable suggestions; guidance and constant encouragement in making this project a success. When emotions are involved words fail to mean. My heart full sincere gratitude to my parents, who have supported, encouraged and helped me throughout my life and academic career. I am also grateful to all those employees of the HDFC Bank who have been helpful throughout my project work.

Haziq Mushtaq.


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MBA is a stepping-stone to the management carrier and to develop good managerial skills it is necessary that the theoretical aspects learnt in the class rooms must be supplemented with exposure to the real work environment. Theoretical knowledge just provides the base and is not sufficient to produce a good manager that¶s why practical knowledge is needed so as to enhance the working capabilities by working in a real work environment Therefore the research product is an essential requirement for the student of MBA. This research project not only helps the student to utilize his skills properly, learn field realiti s but also e provides a chance to the organization to find out the talent among the budding managers in the very beginning. In accordance with the requirement of MBA course I have done my summer training project on the topic ³Service Quality Management and Client Profiling´. The main objective of the research project was to know the satisfaction level of the preferred customers of HDFC Bank and to profile [i.e. maintain a record, detailed information] of the preferred customers according the format provided by the organisation. For conducting the research project a sample size of 50 customers of HDFC Bank were selected. The information regarding the project research was collected through the questionnaire. Regarding the profiling, the company provided me with the details of each customers and I used to call them so as to fill in the necessary details.

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Executive Summary. h Objectives of the study. h Methodology adopted. h Data collection. h Limitations of the study.  History of banking. h Current Scenario.  Overview of banking. h Organisational structure of banks. h Broad classification of banks in India. h Foreign Banks in India. h Role of banks. h Role of reserve bank of India.  Landmarks in Indian banking industry. h Further evolution.  About HDFC [Housing Development Finance Corporation limited] h HDFC founder. h HDFC bank ±company profile snapshot.  History of HDFC bank.  Achievements and milestones.  Product range of the company. h Accounts and deposits. h Secured and easy transaction processing.  Cards offered by the bank. h Credit cards. h Debit cards. h Prepaid cards.  Loans offered by the bank.  Access your bank.  HDFC bank-A look at the financial status. h Brief summary. h Business update h Sum up. h Graph showing financial status.  Future plans.  Details regarding actual source of data.  Preferred banking h The preferred programme. h Benefits available to preferred customers. h Eligibility for entry into preferred programme.

h Customer satisfaction and loyalty.co. Conclusion. Bibliography.cc | www. Service quality. Recommendations. Finding out awareness of the services among customers.final-yearprojects. h Zero defections.com/fyp/        h Grouping Usefulness of the information. h Dimensions of service quality. Analysis and interpretation. .www.troubleshoot4free.

troubleshoot4free. But within few days I gathered relevant information and was able to communicate the difference to the customers easily. Target customers and respondents were too busy persons that to get their time and view for specific questions was very difficult.com/fyp/ EXEC IVE S Banking Industry which is basically my concern industry around which my project is revolved is really a very complex industry. To understand daily operations of the bank.co. So above challenges sometimes forced me to leave the project but any how I did my project in all circumstances. OBJEC IVES OF THE STUDY To gain knowledge of the various products and their features through observation method and through secondary data. To study the perception of the customers banking with it.www. Challenges which I faced while doing this project were the followingAlthough the banking sector provides almost similar products and services. Sensitivity of the industry was also a very frequent factor which was very important to measure correctly. To know the satisfaction level of the preferred customers.final-yearprojects. during my initial stages of the project was bit complicated as I myself was not aware of the same. ¤£ ¢¢  A ¡  ¥ . Area covered for the project while doing job was very large and it was very difficult to correlate two different customers/respondents views in a one.cc | www. the bank I was working with [HDFC BANK] provided the same with much better benefits and convenience and to communicate the same. But I really enjoyed motivating them to give responses and made them to provide me with the necessary details.

www.e. The information obtained from primary data was analyzed and interpreted and various conclusions were drawn. It was seen that it was made as easy as possible so that there would not be any complications for the customers to understand as it was a general survey on customer satisfaction of customers of HDFC bank. so I had to convince them for the same. Majority of times I succeeded but at times I failed to convince some..troubleshoot4free. METHODOLOGY ADOPTED Knowing the requirements. Measures of statistical analysis were not used as I have not used any hypothesis and not expressing any relationship between variables. they were the customers of HDFC bank. The interview was in the form of questionnaire hence it was not so flexible.cc | www.com/fyp/ To gain insight into the fact as to where does the bank [HDFC] stand with respect to other banks in the region. I approached them when they were about to leave the bank after finishing their own personal work at the bank.co. approach was based on the persons who were the customers of the organisation I was working with i. To form a database of the preferred customers by filling in the details on the format as provided by the organisation. Questionnaire Questionnaire was prepared keeping in the mind the objective of the project. Some people were not comfortable with filling the questionnaire. All the information was collected from primary and secondary data only.final-yearprojects. . There were both open ended and closed questions in the questionnaire Sample size 50 clients were interviewed which included 30 clients of the branch I was working with and 20 others from various other branches of the company operational in the region. To gather the personal details of the preferred customers while drafting their profile for future study and use by the organisation.

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The data was collected from both primary data and secondary data source. Primary data: In the process of doing the project, the clients of different branches of the bank were met and the details were taken. These clients gave their views regarding branch office in terms of their services. They also told the influencing factors and various questions that were asked. Secondary data Secondary data was used in order to get the information about the company. Various facts and details about HDFC bank were got. The website gone through is www.hdfcbank.com


The study could have been more comprehensive and more representative of the universe, had the sample-size been larger, but it was not possible mainly due to lack of time and some other constraints. The areas covered were restricted to Srinagar city only and as such the results of questionnaires are valid for Srinagar city only. All this report has been an individual attempt and it involves the human process of interpretation and analysis, so there are chances of human error. While talking to customers over the telephone, regarding their profiling process it was never known whether I was speaking to the real intended individual. While filling up the questionnaire, not all the respondents were eagerly giving the responses. Chances are quite high that some of them might have given wrong or misleading answers.

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There are three different phases in the history of banking in India.

In India the business of banking and credit was practices even in very early times. The remittance of money through Hundies, an indigenous credit instrument, was very popular. The hundies were issued by bankers known as Shroffs, Sahukars, Shahus or Mahajans in different parts of the country. The modern type of banking, however, was developed by the Agency Houses of Calcutta and Bombay after the establishment of Rule by the East India Company in 18th and 19th centuries. During the early part of the 19th Century, ht volume of foreign trade was relatively small. Later on as the trade expanded, the need for banks of the European type was felt and the government of the East India Company took interest in having its own bank. The government of Bengal took the initiative and the first presidency bank, the Bank of Calcutta (Bank of Bengal) was established in 180. In 1840, the Bank of Bombay and IN 1843, the Bank of Madras was also set up. These three banks are also known as ³Presidency Bank´. The Presidency Banks had their branches in important trading centers but mostly lacked in uniformity in their operational policies. In 1899, the Government proposed to amalgamate these three banks in to one so that it could also function as a Central Bank, but the Presidency Banks did not favor the idea. However, the conditions obtaining during world war period (1914-1918) emphasized the need for a unified banking institution, as a result of which the Imperial Bank was set up in1921. The Imperial Bank of India acted like a Central bank and as a banker for other banks. The RBI (Reserve Bank of India) was established in 1935 as the Central Bank of the Country. In 1949, the Banking Regulation act was passed and the RBI was nationalized and acquired extensive regulatory powers over the commercial banks. 

1) Pre-Natio alizatio





Po t Li eralizatio





Natio alizatio

Stage. Era.





Pr - Natio alizatio


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In 1950, the Indian Banking system comprised of the RBI, the Imperial Bank of India, Cooperative banks, Exchange banks and Indian Joint Stock banks.

After Independence, in 1951, the All India Rural Credit survey, committee of Direction with Shri. A. D. Gorwala as Chairman recommended amalgamation of the Imperial Bank of India and ten others banks into a newly established bank called the State Bank of India (SBI). The Government of India accepted the recommendations of the committee and introduced the State Bank of India bill in the Lok Sabha on 16th April 1955 and it was passed by Parliament and got the president¶s assent on 8th May 1955. The Act came into force on 1st July 1955, and the Imperial Bank of India was nationalized in 1955 as the State Bank of India. The main objective of establishing SBI by nationalizing the Imperial Bank of India was ³to extend banking facilities on a large scale more particularly in the rural and semi-urban areas and to diverse other public purposes.´ In 1959, the SBI (Subsidiary Bank) act was proposed and the following eight state-associated banks were taken over by the SBI as its subsidiaries.

Name of the Bank

Su si iary with effect from

1. State Bank of Hyderabad 2. State Bank of Bikaner 3. State Bank of Jaipur 4. State Bank of Saurashtra 5. State Bank of Patiala 6. State Bank of Mysore 7. State Bank of Indore 8. State Bank of Travancore

1st October 1959 1st January 1960 1st January 1960 1st May 1960 1st April 1960 1st March 1960 1st January 1968 1st January 1960

With effect from 1st January 1963, the State Bank of Bikaner and State Bank of Jaipur with head office located at Jaipur. Thus, seven subsidiary banks State Bank of India formed the SBI Group. The SBI Group under statutory obligations was required to open new offices in rural and semiurban areas and modern banking was taken to these unbanked remote areas. 


2) Natio alizatio


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On 19th July 1969, then the Prime Minister, Mrs. Indira Gandhi announced the nationalization of 14 major scheduled Commercial Banks each having deposits worth Rs. 50 crore and above. This was a turning point in the history of commercial banking in India.

Later the Government Nationalized six more commercial private sector banks with deposit liability of not less than Rs. 200 crores on 15th April 1980, viz. Andhra Bank. Corporation Bank. New Bank if India. Oriental Bank of Commerce. Punjab and Sind Bank. Vijaya Bank.

In 1969, the Lead Bank Scheme was introduced to extend banking facilities to every corner of the country. Later in 1975, Regional Rural Banks were set up to supplement the activities of the commercial banks and to especially meet the credit needs of the weaker sections of the rural society. Nationalization of banks paved way for retail banking and as a result there has been an alt round growth in the branch network, the deposit mobilization, credit disposals and of course employment. The first year after nationalization witnessed the total growth in the agricultural loans and the loans made to SSI by 87% and 48% respectively. The overall growth in the deposits and the advances indicates the improvement that has taken place in the banking habits of the people in the rural and semi-urban areas where the branch network has spread. Such credit expansion enabled the banks to achieve the goals of nationalization, it was however, achieved at the coast of profitability of the banks.

3) Post-Li eralization Era---Thrust on Quality and Profitability:

By the beginning of 1990, the social banking goals set for the banking industry made most of the public sector resulted in the presumption that there was no need to look at the fundamental financial strength of this bank. Consequently they remained undercapitalized. Revamping this 

The emphasis shifted to efficient and prudential banking linked to better customer care and customer services. Lack of competition. the financial sector reforms were initiated to bring about a paradigm shift in the banking industry. flexibility in operations. but also to keep them in time with international standards. chaired by M. transparency in operations and improvement in productivity. Regulated interest rate structure. However. audit and technology. . laid the foundation for the banking sector reforms. The need for restructuring the banking industry was felt greater with the initiation of the real sector reform process in 1992. formed the elements of the banking sector reforms. The Narasimham Committee suggested that there should be functional autonomy. Lack of transparency in the bank¶s balance sheet. as the health of the financial sector in particular and the economy was a whole would be reflected by its performance. Hence. to harness the benefits of globalization. there should be an efficient financial sector to support the structural reforms taking place in the real economy.com/fyp/ structure of the banking industry was of extreme importance. reduction in reserve requirements and adequate financial infrastructure in terms of supervision.cc | www. Narasimham. along with the reforms of the real sector.troubleshoot4free. the recommendations made by a high level committee on financial sector. Excessive regulation on organization structure and managerial resource. Against this background.final-yearprojects. by addressing the factors for its dismal performance. These reforms tried to enhance the viability and efficiency of the banking sector. The root causes for the lackluster performance of banks.co. In this context. Excessive support from the government. dilution of banking strangulations. Lack of focus on profitability.www. only aimed at liberalizing the regulatory framework. the banking sector reformation was also addressed. Some of the factors that led to the dismal performance of banks were. The committee further advocated introduction of prudential forms. the reforms have enhanced the opportunities and challenges for the real sector making them operate in a borderless global market place.

Even in terms of quality of assets and capital adequacy.000 ATMs. with the private and foreign banks holding 18. product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. overall. a rating agency. Currently.28 public sector banks (that is with the Government of India holding a stake).troubleshoot4free. takeovers. M&As.com/fyp/ CURRENT SCENARIO Currently (2009). According to a report by ICRA Limited.2% and 6.co. In March 2008. India has 88 scheduled commercial banks (SCBs) . banking in India is considered as fairly mature in terms of supply. They have a combined network of over 53. 29 private banks (these do not have government stake. strong and transparent balance sheets-as compared to other banks in comparable economies in its region. The stated policy of the Bank on the Indian Rupee is to manage volatility-without any stated exchange rate-and this has mostly been true.000 branches and 17. with minimal pressure from the government. mortgages and investment services are expected to be strong.cc | www. the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%.www. Indian banks are considered to have clean. the public sector banks hold over 75 percent of total assets of the banking industry. the demand for banking services-especially retail banking.final-yearprojects. asset sales and much more action (as it is unraveling in China) will happen on this front in India. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector. they may be publicly listed and traded on stock exchanges) and 31 foreign banks. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. The Reserve Bank of India is an autonomous body.5% respectively .

1949.com/fyp/ Banking Regulation Act of India. Each group has their own benefits and limitations in operating in India.  OVERVIE OF BANKING: Reserve Bank of India Commercial Banks Co-operative Banks Development Banks Private Short-term credit Long-term credit Urban Credit EXIM Industrial Agricultural . repayable on demand or otherwise or withdrawable by cheque. 1949 defines Banking as ³accepting.cc | www. draft order or otherwise. Few of them only work in rural sector while others in both rural as well as urban.www.co. ORGANIZATIONAL STRUCTURE OF BANKS IN INDIA In India banks are classified in various categories according to differ rent criteria. Each has their own dedicated target market. Some are of Indian origin and some are foreign players. Many even are only catering in cities. The following charts indicate the banking structure: Nationalized Agricultural Credit BROAD CLASSIFICATION OF BANKS IN INDIA: In India the banks are being segregated in different groups.troubleshoot4free.´ The Reserve Bank of India Act. for the purpose of lending or of investment of deposits of money from the public.final-yearprojects. govern the banking operations in India. 1934 and the Banking Regulation Act.

Oriental Bank of Commerce (OBC). the private banks are constantly setting new standards in banking. With successive years of patronage. the United Bank of India Ltd.www. The Cooperative bank is an important constituent of the Indian Financial System.. The cooperative . ING Vysya. Bengal Central Bank Ltd. in the Public Sector Banks. Bangalore has a pride of place for having the first branch inception in the year 1934. 1969. was formed in 1950 with the amalgamation of four banks viz. The first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. but the importance of such banks have assumed in India is rarely paralleled anywhere else in the world. Though the co operative movement originated in the West.com/fyp/ Public sector banks in India United Bank of India is one of the 14 major banks which were nationalised on July 19. (1918). OBC is implementing a GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small loans. Comilla Union Bank Ltd. (1914). This Public Sector Bank India has implemented 14 point action plan for strengthening of credit delivery to women and has designated 5 branches as specialized branches for women entrepreneurs. their number. Its predecessor. NRI and Commercial banking services. judging by the role assigned to co operative. and the number of offices the cooperative bank operate. (1932). yet another Private Bank of India was incorporated in the year 1930. Private Banking In India It was practiced since the beginning of banking system in India.final-yearprojects. the expectations the co operative is supposed to fulfill. IDBI ranks the tenth largest development bank in the world as Private Banks in India and has promoted world class institutions in India.cc | www.co.troubleshoot4free. It was incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and commenced operations as Scheduled Commercial Bank in January 1995. a Government of India Undertaking offers Domestic. It is one of the fastest growing private sector Banks in India. The first Private Bank in India to receive an in principle approval from the Reserve Bank of India was Housing Development Finance Corporation Limited. Comilla Banking Corporation Ltd. The Co Operative Banks In India It started functioning almost 100 years ago. to set up a bank in the private sector banks in India as part of the RBI's liberalisation of the Indian Banking Industry. (1922) and Hooghly Bank Ltd.

www. They are governed by the Banking Regulations Act 1949 and Banking Laws (Co-operative Societies) Act. cottage and village industries. etc. commonly called as HARCOBANK plays a vital role in rural banking in the economy of Haryana State and has been providing aids and financing farmers. Rural Banking In India It started since the establishment of banking sector in India. Co operative Banks in India are registered under the Co-operative Societies Act. there are 14. Apart from SBI. Regional rural banks in India penetrated every corner of the country and extended a helping hand in the growth process of the country. SBI has 30 Regional Rural Banks in India known as RRBs. The businesses of cooperative bank in the urban areas also have increased phenomenally in recent years due to the sharp increase in the number of primary co-operative banks. The rural banks of SBI are spread in 13 states extending from Kashmir to Karnataka and Himachal Pradesh to North East. 1965. It also finances rural crafts and other allied rural economic activities to promote integrated rural development. rural artisans.com/fyp/ banks in India play an important role even today in rural financing.final-yearprojects. It helps in securing rural prosperity and its connected matters. . Rural Banks in those days mainly focussed upon the agro sector. agricultural labourers. The cooperative bank is also regulated by the RBI.475 rural banks in the country of which 2126 (91%) are located in remote rural areas. Nabard National Bank for Agriculture and Rural Development (NABARD) is a development bank in the sector of Regional Rural Banks in India.cc | www. It provides and regulates credit and gives service for the promotion and development of rural sectors mainly agriculture. there are other few banks which functions for the development of the rural areas in India. Haryana State Cooperative Apex Bank Limited The Haryana State Cooperative Apex Bank Ltd. entrepreneurs.troubleshoot4free. in the state and giving service to its depositors. Till date in rural banking in India. small scale industries.co. handicrafts. Few of them are as follows. The total number of SBIs Regional Rural Banks in India branches is 2349 (16%).

the banking sector in India also become competitive and accurative.www. List of Foreign Banks in India Abu Dhabi Commercial Bank ANZ Grindlays Bank Bank of America Bank of Ceylon BNP Citi Bank China Trust Commercial Bank . It has expanded its branch network in a big way to actively participate in the developmental of the rural and semi-urban areas in conformity with the objectives of nationalisation. The impressive story of its inception is interesting and inspiring for all the youth of this country. Please see the list of foreign banks in India till date. on its terms) and their Indian subsidiaries will not be able to open branches freely. After the set up foreign banks in India. New rules announced by the Reserve Bank of India for the foreign banks in India in this budget have put up great hopes among foreign banks which allow them to grow unfettered. The policy conveys that foreign banks in India may not acquire Indian ones (except for weak banks identified by the RBI. United Bank of India United Bank of India (UBI) also plays an important role in regional rural banks.final-yearprojects. popularly known as SUCO BANK is the first of its kind in rural banks of India. Syndicate Bank Syndicate Bank was firmly rooted in rural India as rural banking and have a clear vision of future India by understanding the grass root realities.cc | www. Now foreign banks in India are permitted to set up local subsidiaries.co.com/fyp/ Sindhanur Urban Souharda Co-operative Bank Sindhanur Urban Souharda Co-operative Bank.troubleshoot4free. Its progress has been abreast of the phase of progressive banking in India especially in rural banks FOREIGN BANKS IN INDIA These always brought an explanation about the prompt services to customers.

Switzerland's UBS. Indian Banking has aided the economic development during the last fifty years in an effective way.DSP Merrill Lynch. The banking sector has shown a remarkable responsiveness to the needs of planned economy. As recourse to this. It has brought about a considerable progress in its efforts at deposit mobilization and has taken a number of measures in the recent past for accelerating the rate of growth of deposits. Goldman Sachs holds stakes in Kotak Mahindra arms. India's GDP is seen growing at a robust pace of around 7% over the next few years.co. 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. throwing up opportunities for the banking sector to profit from. the commercial banks opened . GE Capital is also having a wide presence in consumer finance through GE Capital India. ROLE OF BANKS Banks play a positive role in economic development of a country as repositories of community¶s savings and as purveyors of credit. the list of foreign banks in India is going to become more quantitative as number of foreign banks is still waiting with baggage to start business in India.com/fyp/ HSBC Standard Chartered Bank Taib Bank Bank of Nova Scotia ABN-AMRO Bank Deutsche Bank JPMorgan Chase Bank By the year 2009.cc | www.www.troubleshoot4free.final-yearprojects. By 2009 few more names is going to be added in the list of foreign banks in India. 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 Merrill Lynch is having a joint venture in Indian investment banking space -. Among them is the world's best private bank by EuroMoney magazine.

Mobilization of resources forms an integral part of the development process in India. in the matter of inter-mediation and beyond. banks are also providing these institutions with an access to the common pool of savings mobilized by them.cc | www. needing capital for various purposes. to that extent relieving them of the responsibility of directly approaching the saver. banks can make available funds to specialized institutions which finance different sectors of the economy. full payment of bills on the assurance of the performance etc. with different regions at different stages of development.co. may require guarantees being issued in lieu of security earnest money deposits for release of advance money. industries and now housing. The medium-term loans are for the acquisition of land. risks and durations. And banks have to place considerable reliance on the mobilization of deposits from the public to finance development programmes. By pooling the savings together.www. Further. particularly those in contracts of sale of Government Departments. Commercial banks provide short-term and medium-term financial assistance. By contributing to government securities. In this process of mobilization.final-yearprojects. presents an interesting spectrum of the evolving role of banks. chiefly because of their network of branches in the country. The Role of Reserve Bank of India (RBI) ² Banker·s Bank The Reserve Bank of India (RBI) is the central bank of India. Since its . 1935 in accordance with the provisions of the Reserve Bank of India Act. bonds and debentures of term-lending institutions in the fields of agriculture. banks are at a great advantage.com/fyp/ branches in urban. construction of factory premises and purchase of machinery and equipment. A country like India.troubleshoot4free. Commercial banks issue such guarantees also. semi-urban and rural areas and have introduced a number of attractive schemes to foster economic development. 1934. Certain transaction. The short-term credit facilities are granted for working capital requirements. supply of raw materials for processing. and was established on April 1. They also establish letters of credit on behalf of their clients favoring suppliers of raw materials/machinery (both Indian and foreign) which extend the banker¶s assurance for payment and thus help their delivery. This intermediation role of banks is particularly important in the early stages of economic development and financial specification. deposit mobilization by banks in India acquired greater significance in their new role in economic development. These loans are generally granted for periods ranging from five to seven years.

Venugopal Reddy (who succeeded Dr.Y. 1999. Main Objective: Monetary Authority Formulates implements and monitors the monetary policy. RBI has been fully owned by the Government of India since nationalization in 1949. protect depositors¶ interest and provide cost-effective banking services to the public. Objective: maintaining price stability and ensuring adequate flow of credit to productive sectors. Bimal Jalan on September 6. . Though originally privately owned. it has been headquartered in Mumbai.final-yearprojects. though the bank was not set up for nine years. Issuer of currency Issues and exchanges or destroys currency and coins not fit for circulation. RBI has 22 regional offices across India. Regulator and supervisor of the financial system Prescribes broad parameters of banking operations within which the country¶s banking and financial system functions.troubleshoot4free.co. Objective: to give the public adequate quantity of supplies of currency notes and coins and in good quality. RBI is governed by a central board (headed by a Governor) appointed by the Central Government. Objective: maintain public confidence in the system.cc | www. Objective: to facilitate external trade and payment and promote orderly development and maintenance of foreign exchange market in India. The current governor of RBI is Dr. The Reserve Bank of India was set up on the recommendations of the Hilton Young Commission.com/fyp/ inception.www. The Banking Ombudsman Scheme has been formulated by the Reserve Bank of India (RBI) for effective redressal of complaints by bank customers Manager of Exchange Control Manages the Foreign Exchange Management Act. 2003). The commission submitted its report in the year 1926.

Banking/Investments. CBS has had a dramatic affect on banking in India. This decentralized model restricted the value of banking. There is now an international consensus about the need to focus the tasks of a central bank upon central banking. Banker to banks: maintains banking accounts of all scheduled banks. anywhere¶ banking. ³Worse yet. Since most large banks and many other banks have transformed their back office.final-yearprojects. that person would not be recognized at other bank branches. these resource-constrained channels were localized with respect to the information that they possessed.troubleshoot4free. RBI is far out of touch with such a principle.co. Owner and operator of the depository (SGL) and exchange (NDS) for government bonds. as prior to the large Indian banks undergoing a core banking transformation. Research Director. and Gartner. The concept is all set to evolve from just being the IT infrastructure automating banking operations to the only way of doing banking in the future. Related Functions Banker to the Government: performs merchant banking function for the central and the state governments. .´ stated Don Free. owing to the sprawling mandate described above.com/fyp/ Developmental role Performs a wide range of promotional functions to support national objectives. if a consumer opened an account at a branch near their home.cc | www. anywhere and anytime banking is driving higher levels of access and value to the end customers.www. The core banking solution (CBS) enabled the concept of µanytime. branches were the only viable banking channel for both businesses and consumers. LANDMARKS IN INDIAN BANKING INDUSTRY Changing the face of Indian banking It is a revolution that that has changed the face of banking in India. For example. also acts as their banker.

the foundation of a successful consumer banking strategy rests on the core banking technologies that banks have implemented.server technology era and entering the true multi-channel. Uppili Srinivasan. launch products faster and perform better customer relationship management. asserted that the keystone of core banking has been the achievements in the areas of networking and connectivity. offering value added services which ride on top of the core banking framework and outsourcing certain banking processes to third parties. Senior Vice President & Head-Corporate Banking and Internet Solutions. The process of bank automation started in the 1990s. have been the other major achievements. every branch .´ The major developments have been anywhere banking. ³It has reduced the dependency of banks on diverse human efficiency across branches in different regions. They can now expand using lesser capital on account of the reach provided by the data communications network and the ability to automate telling operations. e-commerce. Centralizing operations. making them more stable and robust institutions. Many small and medium banks have been consequently expanding rapidly to join the big league. growth of ATM and Internet banking.com/fyp/ A LANDMARK IN INDIAN BANKING No other sector has benefited from IT as much as the financial sector. and since then there has been constant evolution. faster settlements in equity and commodity markets and now mobile banking.cc | www. implementation of RTGS (Real Time Gross Settlement). in particular banking.co. and Religare Technova. The risk management capability of banks has also been scaled up. ultimately benefiting the consumer. Web-based and mobile banking age. CEO. The implementation of CBS has been marked by key milestones at every step.final-yearprojects. Free added ³The key milestone for Indian banking was the ability to leapfrog technologies² bypassing the client. While large banks have been able to simplify their back-office.www. Enhanced efficiency has increased the competitiveness amongst the banks. Cuts across all types of banks Irrespective of the size of the bank. Indian banks have of course had the last mover advantage while their counterparts in Western countries have been struggling with the challenges of replacing legacy systems.´ said Sanjay Padode. Polaris Software.troubleshoot4free. thereby standardizing the quality of service. ³Earlier. the smaller ones have been able to succeed without making heavy technology investments and redeploying manpower in core operations.

reduced operating margins and the need for better asset liability management. VSoft Corporation. This is best achieved by exploiting the benefits of technology enabled core banking which facilitates handling of increased volumes with higher levels of efficiency. Most of the changes that banks have been experiencing relate to these fundamental core banking functions. ³It has been the magic key for the more adventurous and innovative banks in devising their goto-market strategy. With wafer-thin profit margins being the order of the day.´ asserted Veeraghanta. their customer retention and product pricing strategies and their expansion plans.troubleshoot4free. Location and geographic expansion is no longer a prerogative of a select few large. multinational banks.co.´ rued Srinivasan. . cooperative banks have the choice of making a strategic decision on investing in the right solution that best meets their business needs.´ conceded Srinivasan.final-yearprojects.com/fyp/ required substantial capital investment and working capital for establishment. Factors necessitating these changes are the forces of competition. productivity and efficiency of operations. not all of them have exploited a significant possibilities opened up by this technology. The number of co-operative Sector banks implementing CBS has however been increasing by the day with many vendors now offering CBS with an affordable TCO.´ said Murthy Veeraghanta. Many cooperative banks are leveraging this opportunity to enhance their businesses and offering customers mobile and Internet banking. Co-founder and President. ³As some vendors are offering flexible CBS solutions that are modular and parameterized.www.´ said Padode. the solution to this would lie in increasing volumes well beyond a critical mass so as to result in better operating results for banks.cc | www. ³The major challenges that banks face are the impact of competition and the falling margins in the transactions undertaken by them. ³The cooperative and the small banks are still quite the laggards in that they continue to grapple with this challenge at a more fundamental level. Driving the business CBS has brought about a sea change in the mindset of bankers. but in today¶s time this has been reduced substantially. It has opened several channels of opportunities for innovative thinkers. While the public sector banks are largely onboard with the commoditized aspects of core banking.

more products and channels.troubleshoot4free. All of these changes will have to be factored in the new core banking systems. many intermediaries such as brokers will either become or merge with banks and all surviving banks will incorporate the intermediary function as part of their core operations. that is. art broking. single-view of all information related to customer accounts and transactions. .www. real estate. Components that can be reused and configured for differing business support. Transaction business has become a significant part of banking topline and the core banking systems are fast adding functionality to cover insurance. CBS today is not just about enabling efficiency and cost reduction in banking operations²its current tag of µany¶ is all set to be replaced by the term µmore¶.cc | www. more real-time information. faster processes with fewer staff involved have also led to greater customer satisfaction. phone or the Internet. etc. asset management and wealth management will become part of core banking. Reduced dependency on carrying cash thereby enhancing safety Enhanced competition amongst banks has led to aggressive products giving the ultimate benefit to the consumer in terms of cheaper loans and higher deposit interest rates Enhanced risk management capability has given the consumers safer banks and has empowered regulators to ensure better control on activities of the banking system FURTHER EVOLUTION The scope of the banking system is increasing to cover all asset classes which interest the endcustomer for investing. ³Going forward. ³Leading vendors are beginning to µdecompose¶ their banking products into smaller more granular components. forex. etc.´ pointed out Padode. This apart. more options. leading to further increase in bank agility at lower maintenance costs. According to Free.com/fyp/ Centralization of operations. e-payments. mutual fund.co. equity.final-yearprojects.´ This new approach will usher in an era of high levels of standardization and multi-vendor service bundles. Benefits for bank customers Reduced transaction time and fees More innovative financial products enhancing the leveraging power of the consumer Convenience in accessing banking accounts through any branch. ATM.

Howe er. he went on to be ome a towering figure on the Indian finan ial s ene. the skill to understand our lientele and the desire to gi e them our best. All ou need is the ourage to inno ate. who left this earthl abode on No ember 18.co. the solution for su ess is ustomer satisfa tion. Born in a traditional banking famil in Surat. su ess on a terrain like this is not without a solution.a leading sto k broking firm. Gujarat.www.com/fyp/ LIMITED] el ing Indians experience the joy of home ownership. Toda . but. stand testimon to our su ess. our Founder and Chairman-Emeritus. Parekh started his finan ial areer at Harkisandass Lukhmidass . 1994. In 1956 he began his lifelong finan ial affair with the e onomi worl . Now. Mr. nearl three million satisfied ustomers whose dream we helped realise. in 1977. The firm losed down in the late se enties.final-yearprojects. has been to enhan e residential housing sto k and promote home ownership.cc | www. Man with a Mission If e er there was a man with a mission it was asmukhbhai Parekh. as General Manager of d the newl -formed Industrial Credit and In estment Corporation of India (ICICI). We also offer spe ialised finan ial ser i es to our ustomer base through partnerships with some of the best finan ial institutions worldwide. Our obje ti e. long before that. He rose to  HDF FOUNDER    ABOUT HDF [HOUSING DEVELOPMENT FINAN E ORPORATION . from the beginning. As we found out nearl three de ades ago.troubleshoot4free. to propert related ser i es and a training fa ilit . our offerings range from hassle-free home loans and deposit produ ts. The road to su ess is a tough and hallenging journe in the dark where onl obsta les light the path.

Mr.Hirane Patro.final-yearprojects. departing leave behind us Foot prints on the sands of time. In his own unassum way. but an entire concept which has proved itself to be of lasting importance. even more illustrious than his first. He was always concerned with building bridges. designed specifically to serve the needs of the city's underprivileged citizens.troubleshoot4free. guidance and inspiration. Longfellow said: Lives of great men all remind us We can make our life sublime.cc | www. There are over 200 published articles by him. N.com/fyp/ become Chairman and continued so till his retirement in 1972." As Henry W. He took active interest in the Bombay Community Public Trust. for advice. In 1953 he brought out a volume called: The Bombay Money Market. At the ripe age of 60. It detailed the intricate working of the Indian money market." In his last years. His wisdom and warmth drew people from all walks of life to him.occupy pride of place in Gujarati literature. Hasmukhbhai started his second dynamic life. . improving and encouraging communication between people. the Government of India honoured him with the Padma Bhushan Award.T. In 1992.co. Parekh nevertheless held strong and definite views with a quiet conviction. His works in Gujarati . Parekh is a formidable task.www. Deepak Parekh took over as Chairman from Hasmukhbhai. And. full of incisive comments on finance and economics. He was a true development banker. his vision brought about not only an institution. Says ICICI Chairman. His building up HDFC without any government assistance is itself a brilliant chapter in financial history.it was a trend-setter for housing finance in the whole Asian continent. Opening up the financial sector. developments in the financial sector brought him some measure of satisfaction. He was one of the Founder Members of the Centre for Advancement of Philanthropy. His vision for mortgage finance for housing gave birth to the Housing Development Finance Corporation . he said: "Taking over from H. Hirane Vadhu Patro . ing Hasmukhbhai devoted all his life to raising resources for philanthropic causes. and deregulation of lending rates were issues he stood for all his life and this happened before he passed away. He was also a writer in his own right. A soft spoken man of few words. But there was much more to the man than his financial genius. The London School of Economics & Political Science conferred on him an Honorary Fellowship. When Mr. Vaghul: "The most gratifying aspect about his life is that values he cherished all his life came into reality in the last years. and it¶s Chairman till 1993.

India Employees: 37836 SUBSIDIARIES AND ASSOCIATE COMPANIES HDFC Bank HDFC Mutual Fund HDFC Standard Life Insurance Company HDFC Sales HDFC ERGO General Insurance Company ltd (formerly HDFC General Insurance Company Ltd) Other Companies Co-Promoted by HDFC Financial Information with regard to Subsidiary Companies BUSINESS DESCRIPTION The Group's principal activities are to provide banking and other financial services. Lower Parel. The Group operates through four segments: Treasury.troubleshoot4free. Retail Banking.cc | www.261.400.www.co.final-yearprojects. The Treasury Services segment consists of net interest earnings on investments portfolio of the bank and gains or losses on investment operations. Mumbai 400013. Maharashtra. The Retail Banking segment serves retail customers through a branch network and other delivery channels. Senapati Bapat Marg.000 Financial Commercial Banks HDB Country: Headquarter Address India HDFC Bank House. . Wholesale Banking and Other Banking Business.COMPANY PROFILE SNAPSHOT Company Profile Date of Establishment Exchanges: 2009 Sales Major Industry Sub Industry Ticker: HDFC Bank Limited 1994 NYSE 4.com/fyp/ HDFC BANK LIMITED .

. Business Objectives The primary objective of HDFC is to enhance residential housing stock in the country through the provision of housing finance in a systematic and professional manner. c) transform ideas into viable and creative solutions.com/fyp/ This segment raises deposits from customers and makes loans and provides advisory services to customers. b) maintain its position as the premier housing finance institution in the country. The Other Banking Operations segment provides services relating to credit cards. policy and control. designed to deliver increasing value to shareholders. construction and urban policy & development. and e) to grow through diversification by leveraging off the existing client base.final-yearprojects. and to promote home ownership.cc | www. d) provide consistently high returns to shareholders. The Wholesale Banking segment provides loans and transaction services to corporate and institutional customers.www. Background HDFC was incorporated in 1977 with the primary objective of meeting a social need . HDFC was promoted with an initial share capital of Rs. third party product distribution and primary dealership business and other associated costs. HDFC is a professionally managed organisation with a board of directors consisting of eminent persons who represent various fields including finance.co. The board primarily focuses on strategy formulation. debit cards. Another objective is to increase the flow of resources to the housing sector by integrating the housing finance sector with the overall domestic financial markets.that of promoting home ownership by providing long-term finance to households for their housing needs.troubleshoot4free. taxation. Organisational Goals HDFC's main goals are to a) develop close relationships with individual households. 100 million.

was established in the year 1994.000 shares were allotted to the public on 9. a premier housing finance company. as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). The following year.95 (all were taken up). the promoter of the bank entered into an agreement with National Westminister Bank Pc. The Bank created an efficient operating system using well tested state-of-the-art software. Certificate of Commencement of Business was received on 10th October 1994 from RBI. The bank was incorporated with the name 'HDFC Bank Limited'. Another 400.www.troubleshoot4free. 00. more popularly known as HDFC Bank Ltd. with its registered office in Mumbai. On the same date 500. it started its operations as a Scheduled Commercial Bank. 509. The bank is the first of its kind to receive an in-principle approval from the RBI for establishment of a bank in the private sector. . 90.000 equity shares were allotted on private placement basis to NatWest Group on 9.5. Today. A new private sector Bank promoted by housing Development Corporation Ltd. It was one of the first banks to receive an 'in principle' approval from RBI.000 shares were allotted to HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust on 22nd December. 00. of equity shares were allotted to Jarrington Pte. (HDFC).000 equity shares were allotted to HDFC promoters. HDFC Bank in 1994 The Bank was incorporated on 30th August.5. On 16. and its subsidiaries (NatWest Group) for subscribing 20% of the banks issued capital and providing technical assistance in relation to the banks proposed banking business. for setting up a bank in the private sector. HDFC Bank in 1995 70 No. Mumbai on January 16th.co.930 No.com/fyp/ HISTORY OF HDFC BANK Housing Development Finance Corporation Limited. 500. 79. 00. The Bank opened its first branch in Ramon House at Churchgate.1995. of equity shares issued to subscribers to the Memorandum & Articles of Association on 30th August 1994.final-yearprojects.1. the bank boasts of as many as 1412 branches and over 3275 ATMs across India.cc | www. Ltd.1995. HDFC. The Bank transacts both traditional commercial banking as well as investment banking. 20. 1994.

final-yearprojects. Its credit deposits ratio was 53.troubleshoot4free.8%. including some leading multinational companies. flagship companies of local business houses and strong public sector companies. HDFC Bank proposed to launch tele-banking for the first time in June in Mumbai at its Chandiveli branch. one of the nine new-generation private sector banks. houses data of all the branches and facilitates the introduction of new products and services. under the newly set up NSDL. The Certificates of Deposits were awarded a PP1+ rating which is the highest rating for short term instruments indicating superior capacity for repayment.cc | www. HDFC Bank on October 14 introduced ATMs that converse in a regional language.www. wherein the members clearing accounts settlement for dematerialised shares can be done through the bank. HDFC Bank. planned to set up an all-India on-line automated teller machine (ATM) network. HDFC Bank becomes the first private sector bank to conclude a structured interest rate option deal. The bank also signed up as a depository participant.000 square feet of space. HDFC installed state-of-the-art systems to facilitate inter-connectivity between branches and link up with on line system. This hub housed in 35.co. HDFC Bank set up a state-of-the-art dealing room to handle all transactions possible in Indian financial markets. . HDFC Bank has drawn up plans to become a niche player in corporate banking by sticking to top-rung corporate.com/fyp/ HDFC Bank in 1996 HDFC Bank entered the banking consortia of over 50 corporate. The bank set up an ultra-modern hub at Powai in Mumbai where the bank's central computer is housed. HDFC Bank in 1997 The bank is one of the largest mobilisers of retail deposits through its network of 20 branches.

for the first time in the country. .HDFC Bank Ltd entered into a memorandum of understanding for strategic business collaboration with Chase Manhattan Bank.www.com/fyp/ HDFC Bank launched an account in all its 28 branches across India that seeks to free depositors from minimum balance requirement. The bank also issued 13.final-yearprojects.000 shares to Indocean Financial Holding. 33. The bank also entered into `Cirrus' arrangements by which all master card holders across the globe will be able to transact at HDFC Bank in India. 10 each to HDFC and a whollyowned subsidiary of it at a price of Rs. HDFC Bank in 1999 The bank decided to issue 1. HDFC Bank in 1998 HDFC Bank tied up with the Ahmadabad Stock Exchange (ASE) to act as its clearing bank. HDFC Bank signed an agreement with the National Stock Exchange (NSE) which will give it a second charge over the brokers deposit for providing loan against share facility to NSE brokers. HDFC tied up with Visa International to offer its Debit Card. The bank also entered into a similar understanding with the Bombay Stock Exchange (BSE) whereby the bourse will provide support for recovery of money against the card for loan against share facility.70. the two equity funds controlled by Chase Manhattan Bank. . 94 per share.000 equity shares to India Private Equity Fund and 51.20.troubleshoot4free. 10. Hutchison Max Telecom and HDFC Bank introduced the country's first-ever mobile-banking services in the city.cc | www.000 equity shares of Rs. HDFC Bank tied up with BPL Ltd to offer Internet-enabled supply-chain management and business-to-consumer (B2C) e-commerce services to corporate houses. HDFC Bank proposed to strengthen its branch network in Calcutta with the addition of two new branches in the first quarter of the next fiscal.co. HDFC Bank become the first bank in India to link up its automated teller machine (ATM) network with all the three major payment systems world-wide. The bank provided phone-banking facility in Bangalore.

Safari.com. The bank tied up with 12 utility companies nationwide including BSES.com/fyp/ HDFC Bank in 2000 HDFC Bank also signed a memorandum of understanding with Singapore Telecom's ecommerce arm Sesami.troubleshoot4free. Sumo. for which the company tied up with ICICI Bank and HDFC Bank.The Bank latter also entered into a partnership agreement with National Computer Systems. the e-commerce unit of Singtel. The Company introduced a new scheme whereby it will provide loans to individuals for payment of self assessment tax on their properties in Bangalore. HDFC Bank entered into a tie-up with Telco by which the bank would provide preferential financing options for Tata's range of passenger cars including the Indica.www. The Bank launched `Freedom .The e-Age Savings Account' for cellular phone users. Estate and Sierra. to offer e-commerce solutions for the Indian market. BPL and MTNL. HDFC Bank becomes the first bank in the country to offer wireless application protocol (WAP) services to customers. one of the two cellular service providers in Chennai. SkyCell Communications Ltd. HDFC Bank launched an online electronic banking solution called Enet which allowed corporates to access their accounts over the net and carry out trade related transactions and cash management functions. launched `Sky Banking'.98 crore shares of Rs 10 each at an issue price of Rs 94 p share to er promoters and strategic investors on March 29.com (India) had been formed by a strategic alliance between HDFC Bank and Singapore Telecom's e-commerce company SESAMi. Orange. .cc | www. HDFC Bank allotted 1. MSEB.Com Pvt Ltd. This was the first and only service of this sort in the country. BEST. HDFC Bank had a tie-up with Maxtouch for giving the facility to the latter's customers in Mumbai.co. HDFC Bank launched its 123rd outlet at Delhi Stock Exchange building at Asaf Ali Road. A new company called SESAMi.final-yearprojects. .

. HDFC Bank and ICICI Bank for mobile bill settlements. HDFC Bank launched a new campaign for its ease savings account. The Bank launched the international Maestro debit card in association with Master Card. HDFC Standard Life Insurance launched a `Development Insurance Plan' a low cost life insurance product developed specifically to meet the needs of economically weaker sections. The Bank opened four ATMs outlets in Bangalore at Coles Road.troubleshoot4free.final-yearprojects. HDFC Bank entered into a strategic tie-up with Tally Solutions Pvt. HDFC Bank and Cosmos Bank launched a co-branded ATM card HDFC Bank in 2001 The Bank opened its first branch in Aurangabad.co.www.com/fyp/ Spice Cell tied up with Citibank N A. RT Nagar.cc | www. HDFC Standard Life Insurance entered into a memorandum of understanding with the Chennaibased Indian Bank. HDFC Bank unveils Silver card in Hyderabad. HDFC launched 'One View' service to customers HDFC Bank launched its 9th branch in Karnataka. Rajaji Nagar and Jaya Nagar on March 26. HDFC opens its branch in Mangalore. HDFC Bank opens first overseas representative office. Ltd. LTtrade. HDFC Bank in 2002 HDFC Bank unveiled a new online account aggregation service `OneView'. to offer online real time accounting services to small and medium enterprises. HDFC Bank launched its credit card in June through link-ups with MasterCard and Visa.com entered into a strategic tie-up with HDFC Bank to provide Net banking services to online investors.

which would be available for all its customers for an annual fee starting from Rs 10. The wealth management programme would cater to individual needs taking into account various factors such as customer's age.www. which includes equity. 1956. The bank introduced a non-interactive product named "Financial Planner".co. Arvind Pande as an Additional Director pursuant to section 260 of the Companies Act. EPFO JV with HDFC Bank for its pension distribution. 2003 approved the appointment of Mr.000. HDFC Bank entered into an alliance with Clearing Corporation of India Ltd (CCIL). HDFC Bank inks pact with ANB for remittance service HDFC Bank introduces 'HDFC Bank Health Plus Credit Card'.final-yearprojects. The Board of Directors of HDFC Bank Ltd at their meeting held on January 15. HDFC Bank unveils co-branded credit card with e-Seva. Warburg Pincus sells 2% stake in HDFC for Rs 235 cr HDFC Bank in 2004 Mr Ranjan Kapur & Mr Bobby Parikh appointed as Additional Directors NMCE inks pact with HDFC Bank for warehouse receipts.com/fyp/ HDFC Bank unveils gold card.troubleshoot4free. which was earlier offered to high net worth customers. financial goals and risk profile. The bank is offering fee based advisory programme to the "mass affluent" segment. HDFC Bank launched new products to its wealth management programme to increase its customer base. MFs and debt instruments such as RBI Relief Bonds. HDFC enters into agreement with HDFC Bank to source housing loans. Uma Krishnan resigns HDFC Bank as country head. The tie-up offered the latter's collateral . HDFC Bank. IRCTC in tie up for online railway booking.cc | www. HDFC Bank in 2003 HDFC Bank unveils resident foreign currency account.

On March 29. HDFC Bank in 2006 HDFC sets up two more branches in AP HDFC Bank along with MasterCard International launched credit card targeted at small and medium-sized enterprises HDFC Bank tied up with US-based WL Ross and company LLC for investing in corporate restructuring HDFC Bank unveils credit card for farmers . HDFC Bank wins Asiamoney award for Best Domestic Bank HDFC Bank in 2005 TMB forges alliance with HDFC Bank HDFC Bank inaugurates first ATM in Hotel HDFC Bank ties up with the International Bank of Qatar (IBQ) to launch banking services in Qatar.com/fyp/ borrowing and lending obligation (CBLO) product to cooperative banks that are not direct members of the negotiated dealing system (NDS).troubleshoot4free.www. 2004 HDFC Bank and Bahraini Saudi Bank (BSB) announced an alliance to cater to service the needs of the non-resident Indians (NRIs) in Bahrain. HDFC Bank launches loyalty rewards programme for its debit and credit cardholders under the name InstaWonderz. HDFC Bank launches new scheme for Maruti 800 buyers.final-yearprojects.cc | www. providing 85 per cent finance on the on-road price of the car for seven years. HDFC Bank repurchases HDFC loans worth Rs 208 cr Andhra Bank entered into an alliance with HDFC Bank for sharing its network of automated teller machines (ATMs).co.

Engineer have been senior employees of the Bank since 1994 and have held various positions of responsibility.final-yearprojects.com/fyp/ HDFC Bank in 2007 HDFC Bank signed an agreement with Tata Pipes to offer credit facilities to farmers across the country. Today. Harish Engineer as Executive Directors on the Board of Directors of the bank. Sukthankar & Mr. 2007.e. HDFC Bank Ltd appointed Mr. however. However. They are confident. It is extremely gratifying that efforts towards providing customer convenience have been appreciated both nationally and internationally. never-ending journey of providing excellent service to our customers. the company is aware that all these awards are mere milestones in the continuing.www. ACHEIVEMENTS AND MILESTONES HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". Paresh Sukthankar & Mr. HDFC Bank Ltd informed that the Board of Directors of the Bank at its meeting held on October 12. Pandit Palande as an additional Director of the Bank at the Board Meeting held today i. they will be able to maintain and improve our services. The bank realised that only a single-minded focus on product quality and service excellence would help it get there. Following are the achievements that the company has achieved over the past few years.cc | www. Mr. that with customer feedback and support. the bank is proud to say that they are well on their way towards that goal.troubleshoot4free. on 24th April 2007.co. has been appointed Mr. .

cc | www.final-yearprojects. Aditya Puri Second Best Private Bank in India Best in Strength and Soundness Award Best Bank in India' EuroMoney Awards 2009 Economic Times Brand Equity & Nielsen Research annual survey 2009 Asia Money 2009 Awards IBA Banking Technology Awards 2009 Global Finance Award IDRBT Banking Technology Excellence Award 2008 Asian Banker Excellence in Retail Financial Services Most Trusted Brand .www.troubleshoot4free.co.com/fyp/ 2009 Fe Best Bank Awards 2009 Best Innovator of the year award for our MD Mr.Runner up Best Trade Finance Bank in India for 2009 'Best IT Governance and Value Delivery' 'Asian Banker Best Retail Bank in India Award 2009 ' .Runner Up Best Domestic Bank in India Best IT Governance Award .

co.www.First Runner up. & many more .final-yearprojects. One of India's "Most Innovative Companies" Best Bank Award in the Private Sector category 'Employer Brand of the Year 2007 -2008' Award .Asia Pacific HRM Congress: 'Best Bank and Best Cash Management Bank' 'Indian of the Year (Business)' 'Best IT Adoption in the Banking Sector' 'Best Bank 2008' Fab 50 companies in Asia Pacific Best Retail Bank 2008 Best local Cash Management Bank Award voted by Corporates Security Strategist Award 2008 For outstanding contribution to international trade services.com/fyp/ 2008 Finance Asia Country Awards for Achievement 2008 CNN-IBN Nasscom IT User Award 2008 Business India Forbes Asia Asian Banker Excellence in Retail Financial Srvices Asiamoney Microsoft & Indian Express Group World Trade Centre Award of honour Business TodayMonitor Group survey Financial ExpressErnst & Young Award Global HR Excellence Awards .cc | www.troubleshoot4free.

HDFC Bank not only has the perfect solution for you.troubleshoot4free.www. .co. we have a range of solutions that are second to none.com/fyp/ Business Today 'Best Bank' Award 2007 Dun & Bradstreet ± American Express Corporate Best Bank Award 2007 The Bombay Stock Exchange and Nasscom Foundation's Business for Social Responsibility Awards 2007 Outlook Money & NDTV Profit The Asian Banker Excellence in Retail Financial Services Awards Asian Banker 'Corporate Best Bank' Award 'Best Corporate Social Responsibility Practice' Award Best Bank Award in the Private sector category. the efforts are rewarding. but also can recommend products that can augment your planning for the future. With HDFC Bank.final-yearprojects. Whether you're employed in a company and need a simple Savings account or run your own business and require a robust banking partner. No matter what a customer's need and occupational status. Best Retail Bank in India Our Managing Director Aditya Puri wins the Leadership Achievement Award for India PRODUCT RANGE OF THE COMPANY Banking should be effortless.cc | www.

Whate er our o upation.cc | www.troubleshoot4free. a umulating funds o er a period of time. Savi gsMax No Frills Senior Citizens Retail Trust Ki s Advantage Pension Savings Family Savings Kisan Club Savings Payroll Regular Premium Defence Kisan No Frills Savings Reimbursement & i gs Plus ! Regul #! "  SAVINGS A %$ " %  ' A OUNTS AND DEPOSITS OUNT l Cl ssi . HDFC Bank not onl has the perfe tsolution for ou. the efforts are rewarding. Whether ou're emplo ed in a ompan and need a simple Sa ings a ount or run our own business and require a robust banking partner.com/fyp/ Banking should be effortless.final-yearprojects. No matter what a ustomer's need and o upational status.www. With HDFC Bank. we ha e a range of solutions that are se ond to none.co. These a ounts are primaril meant to in ul ate a sense of sa ing for the future. we are onfident that ou will find the perfe t banking solution. but also an re ommend produ ts that an augment our planning for the future.

An alternati e to simpl appl ing for loans. We pro ide ou with a hoi e of Current A ount options to ex lusi el suit our business . experien e the freedom of multi it banking! You an ha e the power of multi-lo ation a ess to our a ount from an of our 1412 bran hes in 528 ities.cc | www.troubleshoot4free.www. Regular Fixed Deposit 5 Year Tax Saving Fixed Deposit SuperSaver Sweep-In (( URRENT A OUNTS ) ( . also that our business needs are onstantl e ol ing. with an HDFC Bank Current A ount. Open an HDFC Bank Current Account & control your business operations centrally. That's where we ome in.com/fyp/ Now. thus fulfilling our needs as well as keeping our sa ings se ure. ou an do most of our banking transa tions from the omfort of our offi e or home without stepping out.whate er the si e or s ope.final-yearprojects. fixed deposits allow ou to borrow from our own funds for a limited period.co. We make it our business to help ou with our business b offering ou a Current A ount with all the benefits ou need to sta ahead of our ompetition. Plus Regular Apex Trade RFC Domestic Max Premium Flexi Current FI ED DEPOSIT Long-term in estments form the hunk of e er bod 's future plans. we understand that running a business requires time and mone . At HDFC Bank. Not onl that.

troubleshoot4free.co.com/fyp/ DEMAT ACCOUNT HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8 Lac demat accounts. Holding / Transaction details through Internet / email. No concept of Market Lots. Pledging of Securities. HDFC Bank Demat services offers you a secure and convenient way to keep track of your securities and investments. HDFC BANK is Depository participant both with -National Securities Depositories Limited (NSDL) and Central Depository Services Limited (CDSL).final-yearprojects. SPEED-e offers secured means of transaction processing . without the hassle of handling physical documents that get mutilated or lost in transit. Electronic credit in public issue. Auto Credit of Public Issue refunds to the bank account. Auto Credit of Rights / Bonus / Public Issues / Dividend credit through ECS. Features and Benefits As opposed to the earlier form of dealing in physical certificates with delays in transaction. No stamp duties on transfer of securities held in demat form. Shorter settlements thereby enhancing liquidity.www. SECURED & EASY TRANSACTION PROCESSING HDFC Bank Ltd provides convenient facility called 'SPEED-e' (Internet based transaction) whereby account holder can submit delivery instructions electronically through SPEED-e website (https://speed-e. holding and trading in Demat form has the following benefits: Settlement of Securities traded on the exchanges as well as off market transactions.cc | www. over a period of time.nsdl.com).

troubleshoot4free. i.cc | www.you.e. HDFC Bank Imperia Banking HDFC Bank Imperia Premium Banking programme is designed for the royalty of today .co. No deposits are required to avail a locker. It seeks to enhance the exclusivity that you are accustomed to and pampers you with services that others can only dream about. The 'IDEAS' facility helps in viewing the current transactions and balances (holdings) of Demat account on Internet on real time basis. There is a nominal annual charge. Medium. Located at select branches in cities all over the country. Small. .com/fyp/ eliminating preparation of instruction slips and submission of the same across the counter to the depository participant. which depends on the size of the locker and the centre in which the branch is located. Lockers are rented out for a minimum period of one year. Direct debits for locker rentals from your account rid you of the hassles in writing out cheques. Rent is payable in advance. Large and Extra Large with varying rents. Advantages / Key Benefits Wide Availability. Just open an account and get the locker facility OR The rent may be conveniently paid from your deposit account with us. Lockers available in various sizes.final-yearprojects. our lockers ensure the safe keeping of your valuables.www. SAFE DEPOSIT LOCKERS Looking for a safe storage place for your valuables? A Safe Deposit Locker with HDFC Bank is the solution to your concern.

www. Ideal for seasoned professionals or businessmen. conducting cashless shopping.troubleshoot4free. . CREDIT CARDS Besides arming you with unmatched spending power. customised investment advisory or exclusive privileges. Choose one that's tailored for you. our Credit Cards are designed to meet your unique needs. including a bouquet of preferentially priced products and specialised Investment solutions. we invite you into the world of exclusive banking.final-yearprojects. our HDFC Bank Classic Programme is just for you. Imperia takes care of every little detail to ensure a banking experience like no other. HDFC Bank Preferred Banking If you expect more from everything. CARDS OFFERED BY THE BANK Our range of Cards helps you meet your financial objectives. this programme will provide you with a banker dedicated to take care of all your banking and investment needs. including even the online credit cards service Netsafe. your comfort always comes first.cc | www.com/fyp/ Be it a dedicated Client Relationship Manager. HDFC Bank Classic Banking If you want to experience banking beyond the ordinary. you will find a card that suits you.co. Where you will never again have to wait to be served. So whether you are looking to add to your buying power. The best credit cards are available here. It also means you get preferential rates on various banking products and other exclusive benefits. or budgeting your expenditure. even your bank. With our HDFC Bank Preferred Programme. Becoming an HDFC Bank Classic customer entitles you to a host of benefits.

Commercial Cards.cc | www. Corporate Platinum Credit Card Corporate Credit Card Business Credit Card What if omplete and instant a ess to the mone in our a ounts without the risk or hassle of arr ing ash.final-yearprojects.troubleshoot4free. Choose from: Classic Cards Eas Shop International Debit Card Specialised Cards Eas Shop International Business Debit Card Eas Shop Woman's Ad antage Debit Card Eas Shop NRO Debit Card Kisan Card Eas Shop Pro Gold Debit Card Premium Cards Eas Shop Gold Debit Card 0 DEBIT ARDS our bank a ount with ou? HDFC Bank Debit Cards gi e ou ou ould arr .com/fyp/ Classic Cards Sil er redit ard alue Plus Special Benefit Cards.www. Premium Cards Gold Credit Card Titanium Credit Card Woman's Gold Card Platinum Plus Credit Card Visa Signature Credit Card World MasterCard Credit Card.co.

FoodPlus Cards Prepaid FoodPlus Card . ForexPlus Cards GiftPlus Cards Prepaid Travel Card .www.final-yearprojects.troubleshoot4free.Freedom from cash disbursement / administrative hassles. SmartDraft Need additional funds? SmartDraft offers you an easy-to-use overdraft facility of up to 3 times your salary Home Loans Get the home of your dreams . Haven't you occasionally dreamt of buying a PC. Maybe your house needs renovation? Our range of Personal Loans brings you one step closer to your dreams. MoneyPlus Card The Corporate Payment Card . LOANS OFFERED BY THE BANK. Two Wheeler Loans With flexible payment options and easy repayment.to manage your overseas Prepaid Gift Card . our Two Wheeler Loan offers the perfect excuse to purchase that bike you've always wanted. our Prepaid Cards have been tailored to answer your travel and gifting needs. we offer an entire range of loan products.cc | www.with a little help from us.Gift the freedom of choice! expenses.Freedom from cumbersome meal vouchers. Whatever your need.com/fyp/ PREPAID CARDS Besides offering convenience. Personal Loans A wedding in the family.co. a car of your choice or even travelling abroad? Your dreams are now within your reach. .

ACCESS YOUR BANK Wherever you are.cc | www. anywhere.anytime. your bank is always accessible. anywhere.www. documentation is minimal and approval is quick. Gold Loans With HDFC Bank's Gold Loan. Experience total control and convenience with our range of innovative services. you can get an instant loan against your gold jewellery and ornaments. with our unique MobileBanking service. The procedure is simple.troubleshoot4free. Educational Loans Bridging the gap between you and higher education. Credit Cards online Access your Credit Cards account anytime. . Phone Banking Your phone is now tour Bank. InstaAlerts Get regular updates on your bank account on your mobile phone or email ID.co.com/fyp/ New Car Loans With flexible payment options and easy repayment. our Two Wheeler Loan offers the perfect excuse to purchase that bike you've always wanted. MobileBanking Access your bank account and conduct a host of banking transactions and inquiries through your mobile. NetBanking NetBanking lets you manage your account from the comfort of your mouse .final-yearprojects.

40 0.00 0.00 0.90 1. HDFC BANK LTD.02 17.com/fyp/ ATM 24-hour access to cash.10 0..40 0.00 0.00 .40 0. recharge your prepaid card.00 0.00 0.40 0.00 0.00 0.00 0.10 861.30 0.00 0.30 0.059.90 0.00 Premises and Equipment Due from Customers Acceptance Trading Account Securities Other Receivables Accrued Interest eferred Acquisition Cost Accrued Investment Income Separate Account Business Time Deposits Placed 348.www.10 12. Branch Network Our sophisticated computerised network gives you the flexibility of accessing your Savings or Current Account from any of our over 1416 branches and over 3382 ATMs across India.960.00 0.00 194.639.60 0.00 0.20 0.30 0.00 0.00 0.00 0.307.00 365.00 13. .00 162.193.00 0. Net Loans Unearned Premiums Allowance for Loans and Lease Losses NET LOANS 3.00 0.453. ASSETS 03/2008 03/2007 03/2006 03/2005 (TTM) (TTM) (TTM) (TTM) Cash and Due from Banks Restricted Cash Fed.troubleshoot4free.886.50 7.02 0. view mini-statement.00 0.90 241. Funds Sold/Securities Purchased Interest-Bearing Dep at Other Banks Investment Securities.868.00 282.00 318.874.606.683.00 199.40 195. order cheque books.90 0.90 4.880.00 94.co. all from our wide network of over 1200 ATMs.00 0.50 18.00 0.40 185.50 5.00 297.00 0.80 0.00 112.158. Email Statements HDFC Bank introduces Email Statements for all its Savings & Current account holders.80 1.50 0.271.00 99.90 80.70 12.00 29.00 66.678.cc | www.20 8.20 0.00 6.147.final-yearprojects.FINANCIAL RESULTS (INDIAN GAAP) A VIEW OF THE BALANCE SHEET All amounts in millions except per share amounts.10 10.40 1.40 5.00 147.00 60..

00 0.00 0.40 37.00 243.00 0.70 34.60 1.00 0.437.981.00 0.30 3.troubleshoot4free.178.00 0.00 0.00 0.20 3.979.00 11.00 0.00 185.00 0.00 7.00 590.10 2.00 0.80 0.00 0.00 0.235.80 2.00 1.00 0.00 0.40 1.766.00 0.70 0.589.00 0.00 0. Funds Purchased/Securities Sold Accrued Taxes Accrued Interest Payables Other Payables Capital Lease Obligations Claims and Claim Expense Future Policy Benefits Unearned Premiums Policy Holder Funds Participating Policyholder Equity Separate Accounts Business Minority Interest Long Term Debt TOTAL LIABILITIES STOCKHOLDER'S EQUITY 7.10 5.000.20 1.00 0.00 0.30 16.40 11.00 0.60 9.00 115.cc | www.70 1.987.20 4.30 568.00 0.30 0.00 418.00 0.com/fyp/ Intangible Assets Other Assets TOTAL ASSETS LIABILITIES 0.00 0.00 0.90 Non-Interest Bearing Deposits Interest Bearing Deposits Short Term Debt Other Liabilities Bankers Acceptance Outstanding Fed.final-yearprojects.00 0.10 70.00 0.00 0.782.00 2.60 21.00 0.00 209.00 701.80 1.423.40 71.20 0.90 1.897.00 0.131.80 3.00 0.50 779.20 134.00 0.00 0.co.515.00 0.00 776.00 0.50 173.00 0.00 0.00 0.00 0.00 11.00 0.215.00 0.00 0.00 0.00 348.681.70 0.00 158.50 816.60 591.519.60 1.00 1.00 0.70 0.20 17.30 2.00 0.00 0.80 1.10 .80 Preferred Stock Equity Common Stock Equity Common Par Additional Paid In Capital Cumulative Translation Adjustment Retained Earnings Treasury Stock Other Equity Adjustments Foreign Currency Adjustments Net Unrealized Loss/Gain on Investments Net Unrealized Loss/Gain on Foreign Cur Net Other Unearned Losses/Gains TOTAL EQUITY 0.10 295.00 395.735.00 382.00 1.137.00 23.www.00 0.701.20 1.00 0.30 602.006.979.00 17.00 0.540.099.50 0.242.00 0.307.00 0.60 0.00 0.50 411.90 176.00 0.80 0.242.701.80 0.507.00 0.00 1.984.221.123.00 2.131.00 0.60 74.00 0.00 0.00 5.00 0.30 0.00 0.90 1.00 0.957.60 12.519.10 88.00 0.10 0.242.

925 million.9% against the regulatory minimum of 9%. etc) increased from 23507. 320 million.2% of customer assets and 0.8% to Rs. low-cost source of funds and reflect the strength of the retail liability franchise. BUSINESS UPDATE During the current financial year so far.final-yearprojects.co.8% on a year-on-year basis to Rs. 2007.0% over June 30.30 million as of June 30. There has been growth in assets while as liabilities have been kept under control.5 million mark.1 million while credit cards issued touched the1.80 million as of June 30. 11.com/fyp/ BRIEF SUMMARY Total balance sheet size increased by 33.50 million] to Rs 776. Savings Account deposits which remain core to the bank¶s strategy of building stable. the branch network has been expanded to 495 outlets in 217 cities from 330 outlets in 169 cities in June 2008. up 31. 2008.2979.00 million as of June 30. Total deposits were Rs. securitised paper. The bank has also gained recognition as is quite evident from the fact that the number of deposits has increased significantly. 2008 over June 30.1% over Rs. a growth 39.242. corporate debentures. an increase of 22.957.cc | www. 2007.5%. This indicates the fact that the bank has been able to meets its requirements without any difficulty.18193. 2008 were Rs.troubleshoot4free. Tier I CAR was at 9.5% of gross advances as against 45. were at Rs. 2007 to Rs. 2007. Retail loans grew 35. 17.www.10 million and now form 50.10. TO SUM UP To conclude the above made analysis we can quite easily see that over the past few years the financial position of the bank has moved up in a positive direction. There has been an increase in the retained earnings from June 2007 [Rs.3% of advances. 2004. The Bank¶s total customer assets (including advances.37681.30 million in June 2008.1% over June 30. the number of debit cards issued by the bank crossed 3. an increase of 48. There has been increase in the number of credit and debit cards issued which provides support to the . As of June 2008. 2008 remained healthy with net non-performing assets at 0.20 million. Current account deposits as of June 30. 2007.12. Capital Adequacy Ratio (CAR) was 11. 568.6%.2% of gross advances as at June 30.70 million as of June 30. Portfolio quality as of June 30.

final-yearprojects. The bank also uses the additional mone for promotional purposes so that it an ompete with its ore ompetitors. The er fa t speaks about the finan ial health of the ompan . The bank has greater mone at its disposal whi h uses for gaining additional assets and strengthen its base.www. A ompan pa s out di idend ifit gains suffi ient profits so as to meet the requirements of the organisation as well as its members.co. In short the bank is progressing er rapidl and is almost on the erge of be oming the best in the market. Also that the 1 1 1 GRAPH HART INDI ATING FINAN IAL STATUS . This means that the ompan has been onsistentl been on the path of growth and su ess. The spending power of the organisation is impro ing ear b ear as is lear from the data relating to retained earnings. From the graph abo e it follows that the ompan o er a period of six (6) ears has been su essfull been able to pa di idend to its shareholders onsistentl .cc | www.troubleshoot4free.com/fyp/ fa t that the bank is growing da b da .

OPTUS (Australia). etc. the bank will facilitate settlements of other E-Com portals coming up in the country that do not wish to link up with Sesami. the Bank has plans for a shopping mall. CSE. in association with a subsidiary of SingTel (National Computer Systems.www.cc | www. ENet will closely integrate with Sesami for the funds settlement and will act as the Netbased front end. Singapore) which will facilitate card payments for virtual transactions thereby providing acquiring Bank services to other portals. This is a huge segment considering the B to B business projections in Asia and India. NTT (Japan). ASE. Foreign Exchange and Cash Management) through the Net and where they can link up their suppliers through their back office ERP's and arrange for online settlement of funds. Trade. and OTCEI) and has over 250. The bank also plans to set up an e.(JV with Singapore Telecom. Sesami India. with a 40% stake of HDFC bank). FUTURE PLANS In the future. Additionally.co. HDFC Bank plans a major thrust in the area of e-commerce. Settlement Bank for other E-com portals: Besides targeting corporates. With the e-brokerage services. BSE. due to linkage into Sesami Singapore is an inter-operable portal due to their connectivity into BTT (UK). It plans to get into both Business to Business (B to B) and Business to Customer (B to C) areas of e-commerce. The Cash Management /Settlement for this portal would be through HDFC Bank. this portal would be able to integrate with several other verticals that are being set up in the country adding functionality and settlement mechanisms. DSE.final-yearprojects. The Banks' strategy in the area of B to B is in three directions: Sesami .000 depository accounts.com/fyp/ earnings per share has been increasing at an increasing rate signifies the fact that the company¶s shares have been valuing more with each passing year and thus adding to the growth and profits of the organisation. The bank will be setting up the first online payment gateway in the country.brokerage.(Corporate Internet banking) where corporates can access their account relationships (CC/OD. In the B to C area. ENet . the bank will offer all the services required . Marketsite. where it will be setting up India's first truly B to B horizontal portal catering to E-Procurement. HSE. E-Auction and Supply Chain Management for corporates. The bank is the largest Clearing Bank to Stock Exchanges in the country (NSE. Bills.troubleshoot4free.NET (USA).

With the addition of the new locations the total branch count would increase to 1.412 branches and 3.www. commodity and retail business. Additionally. This takes the count to 29 b ranches in Chandigarh. This correction does slow down the growth of the banks but we are confident of achieving our growth target of over 50% by the end of this fiscal year. we would handle the payments (funds & securities transfers from DP accounts) for other e-Brokerages being set-up in the country.´ HDFC Bank has achieved its target of opening new branches for this year with the inauguration of a new branch in Chandigarh on Friday. regional head. . Govind Pandey. The integration of systems of both the banks has already started and it is likely to be complete within a month or so. Surveys are on for finalising the new sites and relocation phase will start within the next 3 months. Anticipating a further rise in the repo rate by RBI by last week of July.295 ATMs in 528 cities in the country. Panchkula and Mohali Region. HDFC operates 1. The bank aims to strengthen its distribution network by focusing on agriculture.712. HDFC Bank to relocate branches to un-banked rural Punjab HDFC Bank. ³RBI is expected to increase the repo rate hence the interest rates will also go up. According to reports. HDFC bank is also gearing up to fight inflation. after the merger with the Centurion Bank of Punjab. We are also mapping the mandis in different districts as potential sites. But in order to reach out to the interiors we are relocating branches in rural Punjab. Currently. Sharing details about the future plan with FE. the bank has obtained necessary regulatory approval to open he new t branches. Govind added further.co.north.´ HDFC Bank plans to open 300 new branches in India Indian private sector bank HDFC Bank plans to open 300 new branches in the fiscal year 200910.troubleshoot4free. according to reports. The bank now has about 130 branches in Punjab with over 50% branches located in semi-urban and rural areas. has chalked out a plan to relocate about 25-30 branches in rural Punjab to tap the unbanked areas.final-yearprojects. HDFC Bank said.com/fyp/ to facilitate equity investments. ³We have acquired over 100 branches of Centurion Bank of Punjab in Punjab and Haryana through merger.cc | www.

The objectives of the Preferred program are: Enhance the size of the relationship that the Preferred customers have with the bank. Thus growth over the current relationship value remains the foremost objective. PREFERRED BANKING If you expect more from everything. the liabilities relationship balance is being used as a surrogate for profitability. Where you will never again have to wait to be served. THE PREFERRED PROGRAMME The Preferred program has been designed to take care of the most profitable customers of the bank. It also means you get preferential rates on various banking products and other exclusive benefits. One was related to ³servi e qualit management´ and the other was ³Client Profiling-Preferred customers´. Both the projects were very challenging but I was able to get through both of them quite easily mainly due to the guidance of my project guide and other members of the organisation.final-yearprojects. we invite you into the world of exclusive banking. Ideal for seasoned professionals or businessmen. this programme will provide you with a banker dedicated to take care of all your banking and investment needs. your comfort always comes first.co.www.cc | www. even your bank. Existing large value customers will be upgraded into the Preferred program as and when they reach the required threshold to enter the program.troubleshoot4free. 3 2 . I would first like to through some light on the topic related to Client Profiling which is related to Preferred banking. Currently since profitability data at customer level is not available. With our HDFC Bank Preferred Programme.com/fyp/ DETAILS RELATED WITH ACTUAL SOURCE OF DATA The project that I had undertaken was of two folds.

www. This will result in higher loyalty and greater profitability of these relationships. The role of the RM will be to offer all products and services of the bank to the customers and make it easy for the customers to avail of these services.cc | www. The RM will also be responsible to take care of all servicing needs to the Preferred customers.troubleshoot4free. acquire new Preferred customers into the program.final-yearprojects. Through a process of referrals from existing Preferred customers and through targeted programs on select customer databases.co.com/fyp/ Deepen the relationship by cross selling as many of the bank¶s products and services to the Preferred customers. Provide the best possible service to these customers. Special price offs or discounts on products and services. . Thus each Preferred relationship will have a Relationship Manager to take care of all service needs. The list below provides the discounts available Product Benefits to Preferred All Preferred customers can open multiple Demat a/cs with the annual Folio Maintenance charges waived Demat account This waiver is available even if all the Demat a/cs are linked in to a single SA a/c. BENEFITS AVAILABLE TO PREFERRED CUSTOMERS The following benefits will be available to all Preferred customers: All Preferred customers will have a dedicated Relationship Manager to look after their relationship.

04% charged to regular customers All Preferred customers can avail of the HDFC Bank Preferred Gold Debit Card for free as long as they are part of the programme Women's Advantage Gold Debit Card is FREE as long as the customer is a part of the Preferred programme Normal Debit Card is free for lifetime with enhanced limits Debit Card Customer can avail of a credit card with annual fees waived as Credit Card long as they are part of the programme.co. Bill Pay Free Locker Forex At Par Chequebook .03% instead of 0.final-yearprojects.com/fyp/ The FMC charges will be waived from 2nd year onwards also provided the account is funded with shares within the first year Transaction charges are levied at 0. The statement will provide details of all CASA and FD a/cs where the customer is the 1st holder.www. Card to be issued as per eligibility Annual Locker rental rates are reduced by 50% for Preferred customers 8 paisa better rates Free by default All customers will receive a combined statement at a monthly Combined Statement Monthly frequency.troubleshoot4free.cc | www.

000/.25% Service Charge waivers Up to Rs. non home branches Preferred customers can enjoy the convenience of anytime.annuall 4 . Service charge waivers of up to Rs.troubleshoot4free. 8g/10g/20g/50g ± 5.399 On Purchase of 5g-3%.2000 waiver on select charges. Mobile Banking and Phone Banking Standing Instructions HSL Gold Bars Free Discounted a/c opening at Rs.final-yearprojects. Facility of flexi-waiver for transactions Cheque pick-up facility following to waive higher amounts with approval.com/fyp/ Insta Alert Service charges (Non maintenance charges) DD/MC charges Transactions on any Free of AQB Waived as long as the customer is part of Preferred programme Free DD/ MCs up to Rs. depending on group profitability Free Customers can nominate funding/ beneficiary accounts and link accounts in the group CASA sweep-in facility 1.1lac per day non HDFC Bank ATM Self/Third party Cash Free deposit / Withdrawal at No limit for SB a/c's. 2.cc | www. Free e-age banking anywhere banking via free Net Banking.www.co.

In case more than 1 FD is aggregated to arrive at the 15 lacs limit then all aggregated FD¶s should have a tenor of at least 6 months. The criteria for entry into the Preferred program can be satisfied by a single customer (i. 10. Following is the criteria to be eligible for the program Savings AQB of 2 lakhs OR Current AQB of 5 lakhs OR FD Relationship of 15 lakhs with at least one CASA account. Hold mail charges Duplicate statement Certificate of balance FIRC Recovery of old records ELIGIBILITY FOR ENTRY INTO THE PREFERRED PROGRAM 1. 6.No 1. Preferred customers will be entitled to a waiver of up to Rs. 4.cc | www. 3.troubleshoot4free.final-yearprojects.co. . a single Customer ID) or by multiple customers belonging to a relationship or Group (i. Item DD/MC charges Interbranch funds transfer charges Stop payment charges Cheque return charges Cheque collection charges DD cancellation charges S.e.com/fyp/ In addition to the above mentioned Price offs/Discounts. 9. 8.e.annually on service charges that the Bank recovers on a whole host of services. 11. 2. 5. 2.000/. The CASA account can be a zero balance CASA account. A set of multiple Customer ID) belonging to a single group.No 7. The tenor of the FD should be at least 6 months.www. Charges included in his list below: S.

www. The RM and the BM who fill up and approve the Program Entry Form have to verify the eligibility is as per the above criteria. The approval of CH has to be taken for any exceptions on eligibility for racing the customer. then the grouping should be as per the rules defined later in the product paper. . In case multiple FDs belonging to a Group are being aggregated to arrive at the qualifying criteria. CA or Fixed Deposits has to be met.final-yearprojects. only those accounts in which the Customer(s) is/are the first holder(s) should be considered i.e. All relationships will be continuously monitored every quarter to ensure that at least one of the eligibility criteria is always satisfied by that relationship or group i.com/fyp/ In case more than one customer is being grouped into a single relationship. the same customer cannot form part of another relationship. At least one of the eligibility criteria with respect to SB. In case even if a single FD is of a tenor less than 6 months then an exception approval needs to be obtained from the CH. all CASA accounts being aggregated to arrive at the qualifying criteria should have been with the bank for one full quarter. then the case needs to be approved as an exception by the CH.e.co. Even if one account has not been with the bank for one full quarter and is being considered to reach the qualifying criteria. then all FDs need to be of tenors of at least 6 months. At the time of entry of a Group into the Preferred program.cc | www. The entry into the Preferred program will be as per the criteria defined above.troubleshoot4free. Note: For the purpose of arriving at the relationship size for a single customer or a group comprising of multiple customers. The Customer ID necessarily has to be the first holder Customer-ID Once a customer has been grouped under one relationship.

co. beyond which CH approval is required.g. Ltd. 6. Partnership firm All partners in their individual capacity and their family members as per the grouping criteria for individuals 4. If Customer ID C1 is part of group G1.final-yearprojects. brother. father.www. 1. A maximum of 10 Customer ID¶s can form part of a group.cc | www. HUF Trust/society The Karta and Co-parceners in their individual capacity None of the trustees and members of the society can be grouped Other conditions The Customer ID of the main member in the group should be assigned as the Group ID. children. mother.com/fyp/ GROUPING Rules for grouping S. 2. sister Proprietorship firm Proprietor in the individual capacity and family members as per the grouping criteria for individuals 3. Even if there is a single Customer ID in a group. Company All Directors in their individual capacity and their family members as per the grouping criteria for individuals 5. A Customer ID cannot form part of 2 groups in its capacity as the first account holder id e. Pvt. then all accounts where C1 is the fist holder . it should be assigned as the Group ID for the single Customer ID. satisfying the entry criteria Individual Who can be grouped? Spouse.troubleshoot4free.No Entity .

Cases not satisfying the above grouping criteria need to be referred to the CH and the BM for exception approval Only one RM will service all members of a group As stated in the section on eligibility criteria. However. a list of customers/accounts qualifying for the above program (by Branch). Process of Racing Branch should forward all requests to CPU for racing Any case that does not meet the relationship size requirement needs to be approved by the CH as an exception before being sent to CPU.000/ per annum on service charges will be available at a group level All Customer ID¶s within a group will enjoy the price discounts as available under the program Identification of customer The Primary responsibility of identifying potential or qualifying customers for the Preferred Program lies with the Relationship Managers. in case C1 is a joint holder in some account.troubleshoot4free. the relationship size can be met at a group level. Any case where the grouping logic does not meet the program criteria needs to be approved by the product group before sending to CPU for racing. 2.com/fyp/ can only be included in group G1.co. but not yet inducted into the program will be put up by the Product team (HNW Help) at the beginning of each quarter after AQB is computed. This will act as a trigger for the RM to race more customers into his portfolio. CPU will not process such cases if not approved by the product group. In case the branch would like to induct a particular relationship/group that does not meet the entry criteria into the Preferred program then the CH needs to approve the case as an exception.final-yearprojects. Important The Waiver of Rs.cc | www.www. CPU will not process any exception cases not signed by the CH. . then that can be grouped in a different group. In addition to the RM¶s identification of Potential/Qualifying customers.

the following updations/activities will get triggered The customer IDs belonging to the Group will be raced as Preferred OR Deemed Preferred by CPU Group ID will be populated for all customer IDs belonging to the Group by the CPU RM code will be populated in the RM code field by the CPU.final-yearprojects. In order to get a combined statement the customer should have at least 1 CASA account. The existing Debit/ATM card will be hotlisted after 10 days from the date of mailing of the gold debit card The combined statement race will be set for all customers who have been raced into the Preferred program and they will start getting a monthly combined statement for all those CASA and FD accounts where they are the primary holders. The RM can check whether the customer has been raced or not in the host system.com/fyp/ To race a customer into the program the RM has to send the following forms duly completed to the CPU: Profiling Form for every individual customer ID in the Group Profiling Form for every non-individual entity in the Group Preferred Program Entry Form Exception sign off from the CH wherever Relationship Size criteria is not met Exception sign off from the Product Group wherever Grouping criteria is not met Debit Card application from for the Preferred Gold Debit Card In case any of the above forms are not sent or are incomplete.troubleshoot4free.cc | www.co. 3 days after the Program Entry Form reaches the CPU. On racing the customer into the Preferred program. they will be sent a Gold debit card with higher limits along with a new pin. All CASA accounts that belong to customer IDs raced into the Preferred Program. will start enjoying a zero balance waiver from the end of that quarter. . CPU will not race the customer into the Preferred program.www. In case all customers in the group have signed the Gold debit card form.

co. The relationship is then reviewed only after a minimum of one full calendar month basis the AMB post sending the caution letter sent to the customer. the facilities under the Preferred program will be withdrawn. that quarter will be ignored and the first full quarter will commence from the next quarter.troubleshoot4free. The objective of the counselling is to inform the customer that if the criteria are not met in the next consecutive quarter. The Welcome letter should be sent only to the main cust id in the group i.www. the following steps need to be undertaken: The RM will counsel the customer at the end of the first quarter in which the minimum criteria of the program is not met after the initial first 2 quarters. The Welcome letter will outline the features and facilities available on the product program as well as the process to avail of these facilities. the relationship will be reviewed every quarter to ensure that the minimum criteria are being maintained. the customer whose cust id has also been used as the Group id of the Group. Thus if a Group is raced into the program mid-way through a quarter. After the initial two full quarters. A quarter is defines as a calendar quarter i.final-yearprojects.cc | www.com/fyp/ Branch activities Post racing Branch Manager/Relationship Manager should check after 3 days whether the Group/Customers have been raced in Finware The BM is required to send a Letter (updated on the Branch Sales Portal) to customers who have been raced into the Preferred Program. Oct-Dec and Jan-March.e. It will also provide a list of all customer IDs and accounts that have been included in the program.e. In addition it will also introduce the RM and list his contact details. The RM will have to follow the deracing process and ensure that a caution letter is sent to the customer. Apr-June. Jul-Sep. . Incase the customer is not fulfilling the programme criteria. Ongoing review of Customers in the Preferred program All customers who have been raced into the program in a particular Quarter will be given the next 2 full quarters to build /grow the relationship above the minimum criteria.

Any case that is to be continued in the program after not meeting criteria for 2 consecutive quarters. the Product Team will also publish every quarter (after AQB is computed) on the Retail MIS. the customer needs to be counselled and a caution letter needs to be sent to the customer along with the programme brochure. Once HNW Help confirms that the customer is eligible for racing.co. Customers who do not maintain the minimum criteria for 2 consecutive quarters will be exited from the program.cc | www. Please note that the deracing request will be rejected in case the complete set of documents is not provided to the CPU.troubleshoot4free. The relationship will first be reviewed in the Oct-Dec quarter and if the criteria are not maintained.final-yearprojects.www. then the process of deracing is initiated by the BM. will need to be recommended for approval to the product group. If the customer still does not meet the eligibility criteria. These cases can continue in the program only after obtaining the approval of the Product Manager. Example Customer meets criteria in February and is raced as a Preferred customer during the month of February The 2 full quarters that the customer will get are Apr-June and Jul-Sep. then the AMB of February will be reviewed. the list of customers who have not maintained the minimum criteria for one quarter. as per the Deracing Process which is available on the Branch Sales Portal.com/fyp/ If the customer still does not meet the eligibility criteria. MIS for Reviewing and assisting racing Besides the Quarterly list of Customers who meet the criteria but have not been raced as Preferred. The documents that have to be attached along with the Programme Exit Form are mentioned on the Branch Sales Portal under the Deracing Process. then the BM needs to send the customer details for deracing to HNW Help with a CC to CH/ZH. the CH/ZH to accord his approval and the Programme Exit Form is sent to CPU by the RM/BM. If the caution letter was sent in the month of January. .

will be put on review for the Jan-March quarter and will need to be exited from the program in April if they do not meet criteria in the Jan-Mar quarter. 2008 will follow the above guidelines for review effective Jan 1 i. Once a Group has been exited from the Preferred Program. there will be a cooling period of 6 months before re-inducting the same Group in the Preferred Program.co.cc | www. All preferential pricing and offers will be withdrawn from the customer. the deracing process has to be followed. Ethnic codes There will be separate ethnic codes to track Preferred customers and Deemed Customers.e.final-yearprojects. To derace customers from the programme. these customers will get 2 full quarters beginning Jan 1 before the next review. Treatment of existing portfolio Customers in existing portfolio will be treated as explained in the below example: Customers that meet the Program criteria as on Jan 1. 2008. The services of the Relationship Manager will be stopped.troubleshoot4free. Customers who do not meet the program criteria as on Jan 1. .www.com/fyp/ Process of exiting a customer from the program The RM will have to send the Exit Form to CPU so that the customer can be exited from the Preferred program. This form will also have to be signed by the Branch Manager. the following actions will be triggered: CPU will remove the Preferred race from all customer IDs belonging to the Group The combined statement race will be removed so that all customers in the Group will stop getting monthly statements and start getting quarterly statements from that quarter The accounts belonging to the Group will get levied the min AQB charges from the same quarter in case the accounts do not maintain the required product AQBs. Based on the Exit request received from the Branch. The same has been uploaded on the Branch Sales Portal.

com/fyp/ Waivers and Flexi-Waivers Waiver and Flexi-waiver will be at Group level Standard waiver will be Rs 2.E-mail ID«««««««««««««««««« Date of Birth««««««««««««««««««...cc | www. The total waiver amount will be lower of 20% of Profitability or Rs 20.000/. LOOK OF THE PROFILE SHEET PROVIDED BY THE ORGANISATION WHICH WAS USED AS A BASE FOR QUESTIONING PREFERRED CLIENTS INDIVIDUAL PROFILE INFORMATION Group ID«««««««««««««Customer ID««««««««««««««««.troubleshoot4free. Name«««««««««««««««««««««««««««««««««««« Tel(R)««««««««««««««.000/ The above charges must be computed and stored at the respective branch to track the waiver limit. Please tick mark the relevant boxes Gender «««.www.. These waivers will be based on profitability of the relationship and will be approved by the Product Head based on the RM¶s request. through exception sign-offs..final-yearprojects.co.Tel(O)««««««««««««««««««.Male Martial status«««Married Education««««Undergraduate Female Single Graduate Postgraduate Doctorate Professional .000/ Higher waiver amount can be offered to large value relationships. These cases can be waived only with the approval of the Product Head. Mobile No««««««««««««. Maximum waiver amount will be Rs 20.

final-yearprojects.Proprietorship Private Ltd Govt. Relation ship managers code and sign««««««««««««««««««««« CUSTOMER RELATIONSHIP ANALYZER Primary Customer ID««««««««««««««.www. Sector Bank Partnership Public Ltd Vehicle owned««««.. No of Customers in Group««« RMs Name««««««««««. Sector 2 wheeler Pvt.4 wheeler Main Bank «««««HDFC BANK against a loan Both Foreign Bank Purchased Bank 1««««««««««««««.troubleshoot4free.cc | www. Date of Preparation ..Salaried Student Others Self ±Employed Professional Business Retired Type of company you work in««««. Primary Customer ID««««««««««««««.com/fyp/ Occupation«««...Bank 2««««««««««««««««« Bank 3««««««««««««««Bank 4«««««««««««««««««.co.

www.cc | www.com/fyp/ Does the customer invest in mutual funds/shares (Y/N)if yes does the customer have PRODUCT Y/N DEMAT HSL Account Mutual Funds Online Mutual funds Advisory Has the customer availed of: PRODUCT Forex Gold bar Gold Debit Bar Net Banking Phone Banking/Mobile Banking Insta Alert/Bills Pay Y/N .final-yearprojects.troubleshoot4free.co.

Does the customer have term deposit with us(Y/N)««««.. the above information came in handy when many customers asked me about need for profiling and grouping. 5 . The organisation was updating the profile of its preferred customers so that it could know their current financial status and other personal details. How many of his family members have the term deposits with us«««««. The basic motive of this project was to know the satisfaction level of the preferred customers banking with the organisation.www. Does the customer have loan product(Y/N)««««. define desired frequency of contact Daily Weekly Fortnightly Monthly USEFULNESS OF THE INFORMATION The job that I had been given by the organisation was to call out these prestigious customers of the bank and gather relevant information regarding them.final-yearprojects. Does the customer /any of his family members have insurance with us? (Y/N)««««.If yes is it active(Y/N)«««. The second project undertaken by me was ³Service Qualit Management´. the organisation handed over this information to me. Had the organisation not given me the required notes I would definitely not been able to complete my required project. The purpose of the study was to gather enough information so that the same could be used by the organisation in providing relevant services and products to its preferred clients so as to keep them satisfied and loyal to the company.troubleshoot4free. Based on the sensitivity of the relationship and the profile of the customer.co..Have all his family members availed of an insurance policy through us(Y/N)««««. The organisation gave me this information so that I could understand how beneficial and important such clients were to the bank. Also that I might need to share relevant information with the clients while talking to them. In fact. hence the organisation thought of doing survey so that any discrepancy or dis-satisfaction among the preferred clients could be removed.com/fyp/ Does the customer hold a credit card (Y/N)««««.cc | www. Since they were special to the organisation.

assurance. who can inspire confidence and one who adapts -to _the unique needs or preferences of the customer. buyers tend to have greater difficulty in evaluating services than in evaluating goods.is the most important to customers.delivery on promises. buyers utilize a variety of prepurchase information sources to reduce risk. To the customer.´ Good´ service results when the service provider meets or exceeds the customer expectations. service quality represents a responsive employee.troubleshoot4free. As a result. By promptly acknowledging the error and responding quickly to the problem. Information from 'a current user (word of mouth) is particularly important. many management experts argue that service companies should carefully position themselves so that customers expect a little less than the firm can actually deliver.final-yearprojects.com/fyp/ SERVICE QUALITY Quality standards are ultimately defined by the business customers. The dimensions of service quality Because business services are intangible and nonstandardized. From the below table we can know that customer focus on five dimensions in evaluating service quality: reliability. reliability. and tangibles. empathy. Among these dimensions.and delivers the service in a professional manner. the evaluation process for services tends to be more abstract. The strategy: under promise and over deliver. the service employee may even strengthen the firm¶s relationship with the customer.cc | www. In fact the performance of the employee who is in contact with the customer may compensate for temporary service quality problem. Actual performance by the service provider or the providers perception of quality are of little relevance compared with the customer perception of the service. responsiveness. Research provides some valuable insights into how customers evaluate service quality. As a result. In addition. .www. more random. High quality service performance is also shaped by the way in which the service is provided by frontline service personnel.co. and more heavily based on symbology rather than on concrete decision variables. The inability to depend on consistent service performance and quality may lead service buyers to experience' more perceived risk.

com/fyp/ Customer Satisfaction and Loyalty Four components of a firms offering and its customer linking processes affect customer satisfaction. the cost of doing business is reduced. one service firm found that profit from a fourth-year customer is triple that from a first-year customer. such as technical assistance or training that makes the product or service more effective or easier to use. an investment in a customer who generates more profit than the margin on a one time sale. A recovery process for quickly fixing product or service problems Extraordinary services that so excel in solving customers' unique problems or in Leading service firms carefully measure and monitor customer satisfaction because it is linked to customer loyalty and. For example. to long-term profitability. FINDING OUT THE AWARENESS OF THE SRVICES BEING OFFERED TO PREFERRED CLIENTS In order to find out the awareness of the service being offered a questionnaire was prepared that locked into various aspects of the service. and the long-standing customer provides "free" advertising. The implications Ire clear: Service providers should carefully track customer defections and recognize that continuous improvement in service quality is not a cost. The basic elements of the product or service that customers expect all com petitors to provide Basic support services. As a company's relationship with a customer lengthens. Zero Defections The quality of service provided to business customers has a major effect on customer ³defections"-customers who will not come back. .co.www.cc | www. Many additional benefits accrue to service companies that retain their customers: They can charge more. in turn.troubleshoot4free. Service strategists point out that Customer defections have a powerful impact on the bottom line.final-yearprojects. profits rise-and generally rise considerably.

troubleshoot4free. The questionnaire was mainly to target the walk ins at the branch and the people who already have a bank account with HDFC Bank as otherwise the service will not make any sense to non account holders.final-yearprojects.com/fyp/ It would help us to study as to what is the frequency of foot fall of various kinds of account holders at the branch.www. thus the purpose was to check for awareness. educate customers about the service and motivate them to enroll for the same. In the later part of the questionnaire we kept questions that would motivate people to enroll for the service on the spot. Th questionn i e th t as used is given below: - h HOW OFTEN DO YOU VISIT THE BRANCH? h HOW DID YOU COME TO KNOW ABOUT HDFC BANK? A) Advertisement B) Branch C) Friends D) Internet h HOW DO YOU RATE YOUR EXPERIENCE WITH HDFC BANK? A) Good B) Average h WHAT ATTRACTS YOU MOST TOWARDS HDFC BANK? A) Query handling Service B) Easy access C) Products D) Customer @ A) Dail B) Weekl C) Fo tnightl D) Monthl 9 9 9 7 87 9 6 . what are the major issues for which they visit the branch and actually how far is the branch form their home etc. The questions were devised in such a manner that the satisfaction level of the clients could also be known.cc | www.co.


com/fyp/ Almost 55% respondents visit the branch weekly followed by 25% respondents who visit the branch fortnightly while only 20% of the respondents visit the branch monthly.  HOW DO YOU RATE YOUR EXPERIENCE WITH HDFC BANK? 13% .cc | www.troubleshoot4free.  HOW DID YOU COME TO KNOW ABOUT HDFC BANK? 25% 15% Advertisement Branch Internet 15% 45% Friends The pie chart indicates that a large proportion of the individuals came to know about the bank with the onset of the branch itself. This indicates that emphasis needs to be done on other marketing strategies so that people become aware of the new branch well before its coming into being.co.www.final-yearprojects. Large proportions of the respondents visit the branch weekly and fortnightly which is a high frequency.

the customers felt that the bank had a variety of things to offer that attracted them towards it.cc | www. However.  WHAT ATTRACTS YOU MOST TOWARDS HDFC BANK? 30 % 30 % Query Hand. some were not so happy and were of the view that the bank at times tends to be lethargic in its approach and that a lot of their time gets wasted due to carelessness of the employees. Products Easy Access 20 % 20 % Cust.  WITH WHICH PRODUCT OF HDFC ARE YOU ASSOCIATED WITH? 30% 15% Fixed Deposits Saving A/C . Overall.final-yearprojects. Also the query handling procedure was appreciated by many.co. Service Reports showed that a large number of individuals were happy with the products being offered by the bank.troubleshoot4free.www.com/fyp/ A large number of respondents were happy doing banking with HDFC.

 ARE YOU SATISFIED WITH THE AFTER SALE SERVICE OF THE PRODUCTS BEING DELIVERED TO YOU? 13% . All of them were of the view that they want to save for a rainy day. there were also many current account holders who were primarily businessman. Some of them also had done fixed deposits.final-yearprojects.´ One never knows when you need cash immediately and in lump sum´.com/fyp/ A large number of individuals were holding the savings account.  ARE YOU SATISFIED WITH THE CURRENT PRODUCTS AND SERVICES BEING PROVIDED TO YOU BY THE BANK? 15% YES NO 85% A number of individuals were quite happy with the services and products offered by the bank. However. said one customer.co. However. some 15% individuals complained that their needs were not being fully filled by the current products and demanded additional services to be offered.troubleshoot4free.www.cc | www. Their grievances were recorded and brought before the management.

troubleshoot4free.com/fyp/ Almost a greater proportion of the individuals were happy with the after sale service being offered to them.  HOW DO YOU RATE THE QUERY HANDLING/PROBLEM SOLVING PROCEDURE OF HDFC BANK? 10% 20% Excellent Good 15% 55% Average Below Avg.cc | www. almost all the customers were happy with the way their queries were being solved and that too in due time. Only a few c ustomers gave negative feedback which is negligible with regards to the overall feedback. Some were so angry that they threatened to close ties with the bank.co.final-yearprojects.www.  HOW DO YOU RATE HDFC WITH REGARDS TO THE OTHER BANK(S) YOU HAVE BANKED WITH [IF ANY]? 20% 10% . With regards to query handling and problem solving. There were other issues too which the 13% of the unsatisfied individuals complained. They complained that they had applied for the credit cards but it had been 3 months and still they hadn¶t got it.

troubleshoot4free. Overall. Branch . more than not individuals were happy with the change of bank. Some were of the view that their previous bank and HDFC provided almost similar products and services.com/fyp/ Almost more than 50 % of the individuals were happy with HDFC bank.final-yearprojects.cc | www. RECOMENDATIONS I would hereby like to share some view points of mine with the organisation which according to me. They were of the view that HDFC was able to give them better services and products than their earlier bank. if brought into action can prove beneficial.www.co. They were not able to find any distinguishing feature between their previous and current bank.

banners must be put up at the ATM¶s as people do tend to read things at the ATM¶s ATM Slips After any transaction from the ATM customers generally do take the slips to check balance.co. Banners Banners do catch the eyes of existing customers for sure. By putting up corporate drop boxes at the branch. however financial part needs to be considered. lot of convenience can be provided to the customers as well as for the employees working in the organisation. The back side of the slip can be used to provide information to the customers about the advantages of banking with them with respect to other banks-just a medium for promotion. Positioning The bank must consider positioning and mapping themselves on the minds of the people that they are customer oriented and always explore ways to make banking easier for them.cc | www. executives should take advantage of this time to explain and enroll customers for the latest services and products. Queue Generally due to heavy traffic at the branch customers have to wait.troubleshoot4free.final-yearprojects. Awareness On the net . News paper ads News paper ads will allow us to reach out and educate maximum customers about our bank and thus create a scene of awareness among the masses.www. Television Ads Television Ads will definitely make a difference in the attitude of the people.com/fyp/ By encouraging people to use our service form the branch is very important but the habit needs to be changed and the branch is the first place from where it should start.

In terms of the number of branches. In India major events leading to deregulation. not only to create the customer. Technology is playing a crucial role in the day to day functioning of the banks. The changes which have taken place in the last ten years are more than the changes took place in last fifty years because of the institutionalisation. there is tremendous range of opportunities available in the sector. Indian banks are now spread out into the remote corners of our country. making the banks run for their business. but more difficult to retain the customer. interact with people and build up clientele.cc | www. Indian banking system has several outstanding achievements to its credit.www. Both government and private players are currently offering a plenty of .final-yearprojects. India¶s banking system is one of the largest in the world. not only to create the customer.co. The customer services are playing a very significant role in banking business. Prompt and efficient customer service. To face competition it is necessary for banks to absorb the technology and upgrade their services. liberalisation. but more difficult to run for their business. India has 20 banks within the world¶s top 1000 out of which only 6 are within the top 500 banks. embracing a µshare of customer¶ approach to growth by identifying. Relationship banking is the new paradigm for survival and success. Commercial banks are coming up with more and more vacancies. Today banking sector is marked by high customer expectations and technological innovations. protecting and expanding customer relationship. These banks that have harnessed and leveraged technology best have a strategic advantage. the most striking of which is its reach. as you get opportunities to learn about business.troubleshoot4free. In today¶s context banks are following the strategy of ³relationship banking´ which is need of the hour. and the banking sector now has more new jobs than any other sector. has become very significant. thus. liberalisation and privatisation have unleashed forces of competition. Right from the branch level to the highest level. CONCLUSION The banking scenario has changed drastically. According to the Banker 2004. globalisation and automation in the banking industry.com/fyp/ We can give out information regarding our bank at various popular e-mail sites or even auction sites. Jobs in this sector can be both rewarding and enjoyable.

shine. http://www.co.aspx.cc | www.hdfcbank. .com/company/HDFC-Bank-Ltd/133.final-yearprojects. So.com/personal/accounts/default.troubleshoot4free.www. BIBLIOGRAAPHY http://www.com/fyp/ jobs in this sector.htm.info. this is great news for all those who are thinking to go into the banking streams.

pppinindia. http://www.com/org/diary/212.marketwatch.html.com/personal/access/default.hdfcbank.htm.com/hdfc.marketwatch. . http://www.com/personal/customer_center/offers_deals.site/news/Stock%20News/24310 73/. http://www.alacra./imid/MZU009/imffid/HD. http://www.htm.htm. http://www.com/financing.tradingmarkets.com/aboutus/awards/Corporate_Governance_Rating. http://www.com/investing/stock/HDB/profile.com/common/customer_center.html.htm. http://indiancorporateworld. http://www. http://pulse.com/investing/stock/HDB/analystestimates.co. http://www.hdfcbank. http://www.final-yearprojects.com/fyp/ http://www.troubleshoot4free.htm. http://ww11w.hdfcbank.com/analyst-comments/HDFC_Bank_Limited-C1052559.hdfcbank.hdfcbank.com/india/mutualfunds/mfinfo/05/29/detsnapshot/imdesc/H DFC%20Top%20200%20Fund%20(G)/ffdesc/HDFC%20Asset%20Management%20Co.hdfcbank. http://www.moneycontrol.cc | www.com/hpad/index.asp.htm.cfm?purl=/.www. %20Ltd.infolanka.com/personal/default.com/personal/investments/default.

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