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TRAINING & PROJECT REPORT ON
HDFC BANK Customer preference & attributes towards saving Account of HDFC Bank
A Project Report submitted in partial fulfillment of the requirements of
MASTER OF BUSINESS ADMINISTRATION
Industry Integrated – II Semester
To MADURAI KAMARAJ UNIVERSITY, MADURAI
Kunal kumar srivastava
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH
IBMR House, # 44, 6th Cross, Wilson Garden, Hosur Main Road, Bangalore. 560 027. INDIA
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.
Customer preference & attributes towards Saving Account of HDFC Bank I hereby declare that the Project & Training Report On
Customer preference & attributes towards saving Account of HDFC Bank
Under the guidance of
Submitted in partial fulfillment of the requirements of MASTER OF BUSINESS ADMINISTRATION
Industry Integrated – II Semester TO
MADURAI KAMARAJ UNIVERSITY, MADURAI,
Is my original work and the same has not been submitted for the award of any degree/ diploma/ fellowship or other similar titles or prizes.
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.
Customer preference & attributes towards Saving Account of HDFC Bank
CHAPTER 1 1.1 1.2
INTRODUCTION ………………. ………………………..3-11
General Introduction ………………………………………………………..3 Industry Profile……………………………………………………………… 3 a. Origin and Development of the industry……………………………4 b. Growth and Present Status of the industry………………………...6 c. Future of the industry ………………………………………….…….9
CHAPTER 2 2.1 2.2 2.3 2.4 2.5 2.6 2.7
PROFILE OF THE ORGANISATION…………………..12-29
Origin of the Organization …………………………………………….. 13 Growth and Development of the Organization ……………………… 14 Present Status of the Organization ………………………………. 17 19
Functional Departments of the Organization ……………………...
Organization Structure and Organization Chart ……………………..22 Product and Service Profile of the Organization Competitors …….. 24 Market Profile of the Organization 28 DISCUSSIONS ON TRAINING - ………………………30-33
CHAPTER 3 3.1 3.2
Student's Work Profile (Roles and Responsibilities) ………………. 31 Description of Live Experience 32 STUDY OF SELECTED RESEARCH PROBLEM … 34- 47
CHAPTER 4 4.1 4.2 4.3 4.4 4.5
Statement of Research Problem………….. ……………………………35 Statement of Research Objectives ..……………………………...... Research Design and Methodology………………………………… Analysis of Data ………………………………………………. . .35 35 38
Summary of Findings …………………………………………………… 46 SUMMARY AND CONCLUSIONS …………………. 48- 52 50
CHAPTER 5 5.1 5.2
Summary of Learning Experience…………………………………..
Conclusions and Recommendations …………………………………. 50
APPENDIX ……………………………………………………………………………….52 BIBLOGRAPHY………………………………………………………………………….56
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.
Customer preference & attributes towards Saving Account of HDFC Bank
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.
Customer preference & attributes towards Saving Account of HDFC Bank
General Introduction:The project was carried out for understanding the customer preference & attributes towards saving Account of HDFC Bank and its market
potential.HDFC Bank was established in the year 1994, they are old player in banking sector, The bank has two principle client segments – customer and asset management. The bank follows values such as – Integrity, teamwork, respect, professionalism, & Mission. The segment of bank we are considering here is- Corporate banking. The product out of which have chosen for research is Saving Accounts. This research helps us in finding out the customers view regarding the product and Services offered by the HDFC bank and awareness by promotion and also identifying the bank. market potential of the product offered by the HDFC
1.2 Industry Profile:a.) Origin and development of the industry:Banking in India originated in the first decade of 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, both of which are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the "The Bank of Bengal" in Calcutta in June 1806. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras. The presidency banks were established under charters from the British East India Company. They merged in 1925 to form the Imperial Bank of India, which, upon India's
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH, Bangalore.
The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935." the name bankers came to be applied to them. A couple of decades later. The first banks seem to have arisen in connection with the business of exchanging money. 6 . foreign banks such as Credit Lyonnais started their Calcutta operations in the 1850s. mainly due to the trade of the British Empire. For many years the Presidency banks acted as quasi-central banks. this business in the early Middle Ages was usually INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. After India's independence in 1947. and they were much less perfectly and honestly minted. and consequently nowadays perform many functions unknown to those of former times. as did their successors. became the State Bank of India. First of all we must note the fact that these institutions have changed very much in character since their origin. In ancient times and especially in the Middle Ages the varieties of coins were greater even than at the present day. Calcutta was the most active trading port. Bangalore.Customer preference & attributes towards Saving Account of HDFC Bank independence. On account of their technical knowledge and the fact that they were obliged constantly to keep on hand considerable quantities of the precious metals. the Reserve Bank was nationalized and given broader powers. At that point of time. Specialists were. and their BANK were in great demand at fairs and other places where merchants of different nations met forpurposes of trade. required to determine their exact value and equivalence and to exchange coins of one mintage for those of another. and due to which banking activity took roots there and prospered. therefore. Inasmuch as they kept their boxes or chests of coins on benches or "banken.
Growth and present status of the industry:Currently (2009). product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. Of these latter the Bank of Amsterdam was the most important and may be regarded as typical of these early institutions. by Amsterdam in 1609. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. therefore. banking in India is generally fairly mature in terms of supply. in a position to undertake the settlement of international accounts by means of orders drawn on bankers in other countries or other cities with whom they had regular business transactions. From the earliest times also. for example. bankers have been the chief agents through which foreign exchanges have been conducted. by Hamburg in 1619. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. As dealers in coin and bullion they had international connections and a knowledge of international affairs not possessed by other merchants. 7 . and by Nurnberg in 1621. In terms of quality of assets and capital adequacy.Customer preference & attributes towards Saving Account of HDFC Bank carried on by goldsmiths. strong and transparent balance sheets relative to other banks in comparable economies in its region. and banks thus became in time the chief savings institutions of the country. Bangalore. Indian banks are considered to have clean. but later it was sometimes assumed by the governments of large commercial cities. The Reserve Bank of India is an autonomous body. with minimal pressure from the government. as. b. As keepers of other people's money they also promoted saving. and were.
They have a combined network of over 53. 8 . INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. under the chairmanship of M Narasimham. and asset sales.Customer preference & attributes towards Saving Account of HDFC Bank With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services. the public sector banks hold over 75 percent of total assets of the banking industry. Currently. the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%.27 public sector banks (that is with the Government of India holding a stake)after merger of New Bank of India in Punjab National Bank in 1993.000 ATMs. takeovers. 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. In March 2006. with the private and foreign banks holding 18. a committee was set up by his name which worked for the liberalization of banking practices. One may also expect M&As. 29 private banks (these do not have government stake. According to a report by ICRA Limited. mortgages and investment services are expected to be strong.000 branches and 17.2% and 6.5% respectively Introduction of many more products and facilities in the banking sector in its reforms measure. they may be publicly listed and traded on stock exchanges) and 31 foreign banks. In 1991. especially retail banking. Bangalore. a rating agency. India has 88 scheduled commercial banks (SCBs) .
. In 1995. the securitization and sale of bank loans. the major expansion in lending to U. 9 . Phone banking and net banking is introduced. commercial banking industry over the 15 years from 1979 to 1994. and (2) clearly identifiable innovations in technology and applied finance. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. by “the massive reduction in the number of banking organizations. including improvements in information processing and telecommunication technologies. Efforts are being put to give a satisfactory service to customers. . Bangalore.S. according to the paper (p. Banking Industry: What a Long. 127).S. The entire system became more convenient and swift.S. the significant increase in the number of failures. corporations by foreign banks. . the paper described in great detail the dramatic changes that had occurred in the U.” The paper went on to explain that most of these major changes in banking could be traced to two developments: (1) the extraordinary number of major regulatory changes during the period. and the development of derivatives markets.” Using a breathtaking array of facts and figures. the widespread adoption of ATMs.Customer preference & attributes towards Saving Account of HDFC Bank The country is flooded with foreign banks and their ATM stations. The banking industry was transformed during that period. and the opening up of interstate banking markets. Strange Trip It’s Been. the dramatic rise in off-balance sheet activities. the Brookings Institution published a paper entitled “The Transformation of the U. Time is given more importance than money. Other research would later confirm the paper’s assessments and its explanation of the course of events in the banking industry over the period 1979–1994. from deposit deregulation in the early 1980s to the relaxation of branching restrictions later in the decade.
As mentioned above. Bangalore. a brief overview will serve to clarify both the scope of the decline and the increasing concentration of assets among the nation’s largest banking organizations INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. banking industry indeed underwent an almost unprecedented transformation—one marked by a substantial decline in the number of commercial banks and savings institutions and by a growing concentration of industry assets among a few dozen extremely large financial institutions. 10 .S. the struct ure of the U.Customer preference & attributes towards Saving Account of HDFC Bank Over the two decades 1984–2003.3 Nevertheless. This is not news. the decline in the number of banking organizations has been ongoing for more than two decades and has been well documented in the literature.
and risk-management techniques but may also pose INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Yet the community banking sector still accounts for 94 percent of banking organizations c. Distributed by size. By year-end 2003.842—a decline of almost 48 percent (figure 1). BANK. and especially among the smallest size group (less than $100 million in assets in 2002 dollars). Bangalore. that number had fallen to 7. independent banks. 11 .Customer preference & attributes towards Saving Account of HDFC Bank At year-end 1984.084 banking and thrift organizations (defined as commercial bank and thrift holding companies. there were 15. Further advances in information technology will permit the development of new products. and independent thrifts). nearly all the decline occurred in the community bank sector (organizations with less than $1 billion in assets in 2002 dollars). Future of the industry:The burden of reporting and other regulatory requirements will fall heavily and disproportionately on small banks unless remedial action is taken.
Bangalore. raising anew the question of whether banks are still “special” and. What are the prospects for different sectors of the banking industry in this anticipated environment? Because the banking industry is not monolithic and INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Its approach is to analyze what has happened in the recent past. and draw the consequences for bank and regulatory policies.Customer preference & attributes towards Saving Account of HDFC Bank important competitive and supervisory issues. consider in detail reasons for expecting recent trends to continue or to change. and events that may now appear fairly improbable may in fact shape the future. Nonbank entities will continue to offer bank-like products in competition with banks. therefore. This paper closeswith a discussion of a number of such possible events. It is useful. As always. The authors of this study do not pretend to be clairvoyant. They are mindful of the many financial predictions that were once offered with confidence but turned out to be wrong or premature. more fundamentally . 12 . This study is perhaps best described as an exercise in strategic thinking.whether banks are sufficiently different from nonblank firms to justify the maintenance of a safety net for banks. What changes in the environment facing banking can be expected in the next five to ten years? 2. The future-of-banking study addresses three broad questions: 1. uncertainties abound. to try to chart the course of the banking industry in the next five to ten years and to consider what policy issues the industry and regulators will face.
Customer preference & attributes towards Saving Account of HDFC Bank different segments of the industry have. to some degree. Bangalore. different opportunities and vulnerabilities. community banks. 13 . regional and other midsize banks. 3. What policy issues are the industry and regulators likely to face in the years ahead? Separate consideration is given to INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. complex banking organizations. and limited-purpose banks. the study considers separately the prospects for large.
Bangalore.Customer preference & attributes towards Saving Account of HDFC Bank CHAPTER-2 PROFILE OF THE ORGANISATION 2. 14 .1 Origin of the Organization:- INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.
it started its operations as a Scheduled Commercial Bank. more popularly known as HDFC Bank Ltd. third party product distribution and primary dealership business and other associated costs. The bank was incorporated with the name 'HDFC Bank Limited'. Certificate of Commencement of Business wasreceived on INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 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. a premier housing finance company. The Group operates through four segments: Treasury. It was one of the first banks to receive an 'in principle' approval from RBI.Customer preference & attributes towards Saving Account of HDFC Bank Housing Development Finance Corporation Limited. The Treasury BANK segment consists of net interest earnings on investments portfolio of the bank and gains or losses on investment operations. The Bank was Incorporated on 30th August 1994. The following year. as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). The Wholesale Banking segment provides loans and transaction BANK to corporate and institutional customers. The Group's principal activities are to provide banking and other financial BANK. The Other Banking Operations segment provides BANK relating to credit cards. for setting up a bank in the private sector. The Retail Banking segment serves retail customers through a branch network and other delivery channels. This segment raises deposits from customers and makes loans and provides advisory BANK to customers. debit cards. Retail Banking. with its registered office in Mumbai. (HDFC). 15 . HDFC Bank Limited. Wholesale Banking and Other Banking Business. was established in the year 1994. A new private sector Bank promoted by housing Development Corporation Ltd. Bangalore.
2. the promoter of the bank has entered into an agreement with National Westminister Bank Pc.79. 90.00. HDFC. 500.00. The Bank transacts both traditional commercial banking as well as investment banking. 509.000 shares were allotted to HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust on 22nd December.000 equity shares were allotted to HDFC promoters. Bangalore.1995. and its subsidiaries (Nat west Group) for subscribing 20% of the banks issued capital and providing technical assistance in relation to the banks proposed banking business.Customer preference & attributes towards Saving Account of HDFC Bank 10th October 1994 from RBI. On 16.000 shares were allotted to the public on 9.000 equity shares were allotted on private placement basis to Natwest Group on 9. The Bank has created an efficient operating system using well tested state-ofthe-art software.2 Growth and Development of the Organization:1994. On the same date 500. Ltd.5.95 The Bank opened its first branch in Ramon House at Churchgate. of equity shares were allotted to Jarrington Pte. 16 .1995.930 No.1. 1996 INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.00.5. Another 400.20. 1995 70 No. of equity shares issued to subscribers to the Memorandum &Articles of Association on 30th August 1994. Mumbai on January 16th.
Ltd. RT Nagar. 2001 . Standard Chartered Bank. HDFC Bank will launch its credit card in June through link-ups with MasterCard and Visa. to offer online real time accounting BANK to small and Medium enterprises.LTtrade. HDFC Standard Life Insurance has launched a `Development Insurance Plan' a low INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.Customer preference & attributes towards Saving Account of HDFC Bank HDFC Bank has entered the banking consortia of over 50 corporates. HDFC Bank entered into a strategic tie-up with Tally Solutions Pvt.The Bank has opened four ATMs outlets in Bangalore at Coles Road. HDFC Standard Life Insurance has entered into a memorandum of understanding with the Chennai-based Indian Bank.com has entered into a strategic tie-up with HDFC Bank to provide Net banking BANK to online investors. including some leading multinational companies. Bangalore.The Bank has opened its first branch in Aurangabad. flagship companies of local business houses and strong public sector companies. 17 . HDFC Bank has launched a new campaign for its eage savings account. The Bank has launched the international Maestro debit card inassociation with Master Card. Rajaji Nagar and Jaya Nagar on March 26. HDFC Bank has set up a state-of-the-art dealing room to handle all transactions possible in Indian financial markets. The Certificates of Deposits were awarded a PP1+ rating which is the highest rating for short term instruments indicating superior capacity for repayment. HDFC Bank and Bharat Petroleum Corporation have joined the eCash Forum which has been set up by the Smart Card Forum of India.
Amit Judge. For the fiscal year 2008-09. up 41% from the previous fiscal.8 crore in 2008-09.3 Present Status of the Organization:- INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Thakur and Mr.9 crore. 2.82 billion. Mr. HDFC Bank files with US regulators to list more than 11 million American Depositary Shares on the New York Stock Exchange. and all branches of the bank are linked on an online real-time basis.244.  As of September 30. Today HDFC Bank has 1.19.S.Customer preference & attributes towards Saving Account of HDFC Bank cost life insurance product developed specifically to meet the needs of economically weaker sections.295 ATMs. Total annual earnings of the bank increased by 58% reaching at Rs. S. the bank has reported net profit of Rs. 2008 the bank had total assets of INR 1006.412 branches and over 3.622. Bangalore. have resigned from the board of the bank effective from March 30. 18 . Two Directors. in 528 cities in India.2.
000 crore and Balance Sheet size was Rs. with its registered office in Mumbai.22. it started its operations as a Scheduled Commercial Bank. / Times Group). The following year. With this. In 2008. With this.63. 1. HDFC and Times became the first two private banks in the New Generation Private Sector Banks to have gone through a merger. The bank was incorporated with the name 'HDFC Bank Limited'. 89. It was one of the first banks to receive an 'in principle' approval from RBI. Coleman & Co. Amalgamation In 2002. more popularly known as HDFC Bank Ltd. HDFC Bank witnessed its merger with Times Bank Limited (a private sector bank promoted by Bennett. the bank boasts of as many as 1412 branches and over 3275 ATMs across India. for setting up a bank in the private sector. . as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI).000 crore. while the Advances were Rs. Bangalore. 1. the Deposits of the merged entity became Rs. Today. Head Office HDFC Bank 19 INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. RBI approved the amalgamation of Centurion Bank of Punjab with HDFC Bank.000 crore.Customer preference & attributes towards Saving Account of HDFC Bank March 2007 Citied Branches ATMs 228 535 1323 March 2008 316 684 1605 March 2009 452 1412 3275 Housing Development Finance Corporation Limited. was established in the year 1994.
hdfc. In terms of equity share. Backbay Reclamation. Its shares find a listing on the Stock Exchange. 66316060 Fax: +91 (22) 22048834 Website: www. of this the paid-up amount is Rs 424. Bangalore.com Tech-Savvy HDFC Bank has always prided itself on a highly automated environment.5 billion).4. be it in terms of information technology or communication systems. All the braches of the bank boast of online connectivity with the other. the bank's branch network and Automated Teller Machines (ATMs) allow multi-branch access to retail clients.000 shareholders.4%.6% is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Capital Structure At present. Churchgate Mumbai .2 billion). The bank makes use of its up-to-date technology. Foreign Institutional Investors (FIIs) have around 28% of the equity and about 17.Customer preference & attributes towards Saving Account of HDFC Bank Ramon House.6 crore (Rs. 66636000. 169. to create a competitive advantage and build market share. At the same time. The bank has about 570.400020 Phone: +91 (22) 66316000. 20 . H T Parekh Marg. ensuring speedy funds transfer for the clients. along with market position and expertise. HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5. Mumbai and National Stock Exchange. while its INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. the HDFC Group holds 19.
under the symbol 'HDB' 2. the telecallers. the Corporate financial consultants. The mission of the division is aimed towards the verification of the technical viability of industrial projects and assisting the Funds management in taking the decisions that require technical expertise. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.4 Functional Departments of the Organisation:The functional departments of the organization consists of the HR department. The organization thus runs with the effective coordination of the HR department. the administrative department and the executive department such that the supervisors of the organization preside over the subordinate employees to give them directions about fulfilling their works most efficiently and effectively..The administrative department of the organization consists of the director and the manager of the organization. The HR department of the organization consists of the people who employ the Persons who they think would be able to do justice with the job handled. Technical Consultancy Department: The Technical Consultancy Department is responsible for technical appraisal of industrial projects.The executive department of the organization consists of the various employees Who execute the job undertaken by them.Customer preference & attributes towards Saving Account of HDFC Bank American Depository Shares are listed on the New York Stock Exchange (NYSE). 21 . the administrative department and the executive department. various staffs and junior staffs who are the main structural framework of the organization. The employees consists of the team leaders. Bangalore. They preside the organization and control all the operations of the organization such that the organization could run in a smooth and effective manner.
the supervision of the implementation of the HDFC financial policies. 22 .Customer preference & attributes towards Saving Account of HDFC Bank Moreover. directives and procedures and the initiation of the INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. it is responsible for conducting technical studies and rendering technical consultancy BANK to certain industrial sectors for the purposes of investigating modern technologies and productivity levels for local manufacturing plants. H R Department: HDFC Human Resources department plans and direct for the employee population as well as they are having the following functions as: Hiring Promotions Reassignments Position classification and grading Salary determination Performance appraisal review and processing Personnel data entry and records maintenance Policy development Work permitting immigration visa program Workers’ compensation Finance Department: The Finance Manager is responsible for all aspects of the accounting and financial administration of the HDFC. Bangalore.
e. Marketing Consultancy Department: The Marketing Consultancy Department plays and important role within the Fund as it studies and analyzes marketing information in order to build solid base for management decisions. processing of economic and statistical data. economic studies unit. market research studies and publishing related periodical reports. each of which is responsible for a proportion of the activities taking place within the finance department. Bangalore. 23 . It is the mission of the division to provide support BANK for information and consultancy to the senior management and division in the areas of economic. the market research unit. Research Department: The Research Department is having the capacity to act through four composing units i. 2.Customer preference & attributes towards Saving Account of HDFC Bank financial plans within the guidelines of HDFC The department contains several distinct sections.. The division also assists projects sponsors in formulating solid marketing strategies to improve their industries and strengthen their position in the local and international markets. statistical and marketing information and consultancy through data analysis.5 Organization Structure and Organization Chart:The organization structure of the company HDFC is such that it comprises of the departments and the employees in the hierarchical order so that they are INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. and statistical studies unit.
Customer preference & attributes towards Saving Account of HDFC Bank able to perform their functions and duties smoothly and effectively doing their job in a manner in which it should be done. Bangalore. 24 . The organizational structure is well planned out and it follows a simple format which is follows: Organization Chart:- INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.They work together to see to it that this database is followed and worked upon such that more and more number of people get themselves avail the financial BANK of the organization. The organization is headed by the administrative department which coordinates and controls the executive department. The executive department is a link from the top and the bottom comprising of the lower level employees such that they work together to fulfill the common objective of getting business from the persons who get in touch with them and see to it that they are provided with the best of the BANK which constitute giving financial advise to providing Account to the customers. Team leaders who form the part of the administrative department of the Organization make sure that the clients that turn up for the financial BANK are dealt with most efficiently and effectively. The lower level employees and the corporate financial consultants work together to see to it that the database for providing financial BANK to sufficient number of people is made .
Customer preference & attributes towards Saving Account of HDFC Bank Each team lead has a team comprising only of both senior as well as junior market research analyst who aid the team lead in the entire market research process as it has been discussed previously. Bangalore. 25 . This is the basic organizational structure followed by HDFC BANK.6 Product and service profile of the organization:HDFC Bank offers a bunch of products and services to meet the every need of the people. individuals as well as corporate and INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 2. The company cares for both.
For organizations the company has a host of customized solutions that range from Funded services. the company has a range accounts. and pension scheme. Bangalore. different types of loans and cards that assist the customers. These affordable plans apart from providing long term value to the employees help in enhancing Goodwill of the company.Customer preference & attributes towards Saving Account of HDFC Bank small and medium enterprises. Mutual fund etc. Non-funded services. For individuals. The products of the company are categorized into various sections which are as follows: Personal Banking Savings Accounts Salary Accounts Saving Accounts Fixed Deposits Demat Account Safe Deposit Lockers Loans Credit Cards Debit Cards INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. The customers can choose the suitable one from a range of products which will suit their life-stage and needs. 26 . Value addition services. investment.
Southeast Asia) India Link (Middle East. Africa) Coequal Lock Box INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Bangalore. UK. Europe. 27 .Customer preference & attributes towards Saving Account of HDFC Bank Prepaid Cards Investments & Insurance Forex Services Payment Services NetBanking InstaAlerts MobileBanking InstaQuery ATM PhoneBanking NRI Banking Rupee Savings Accounts Rupee Saving Accounts Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians Quick remit (North America.
Customer preference & attributes towards Saving Account of HDFC Bank In today’s world many companies have emerged who have taken a serious note on the importance of market research and he advantages of using it for the better growth and development of the company. since they also make use of market research and business developers. B. 28 . our competitors are those company’s who are in the market research and development field as well as the consultancies. Bangalore. They also conduct tailored customer satisfaction surveys to gauze customer satisfaction. Advertising Research BANK: INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Customer Satisfaction Analysis: Customer analysis involves gathering data about the customers and their characteristics. Hence. D. The research can be utilized to leverage the major decisions of a company on the marketing of its products. The products and BANK of our competitors are as follows: A. Risk These BANK are used by the competitors in order to gather external information and research the possible effect on the competitiveness of company. Product Research BANK: The conduction of extensive product research by this service helps the competitors to find out the marketability of a product or service. C.
using any prior information provided by business development executives in conjunction with sources of information and prospective companies already known to us. The timetable for the search is indicated and the search process commences. 2. Given below are the steps we follow for every assignment we take up: 1. Target companies are examined. We maintain a regular channel of communication with the client to keep them apprised of the results emerging.7 Market profile of the organization:HDFC Bank Limited provides various financial products and services. and Treasury. 3. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. It operates in three segments: Retail Banking. The Retail Banking segment provides various deposit products. Wholesale Banking. 29 . augmented with original study by our search team.Customer preference & attributes towards Saving Account of HDFC Bank Advertising research strives to gain valuable information about the effects and reach of advertising the products in different forms of media. Bangalore. 2.
and educational loans. and regional rural banks. fixed deposits. As of March 31. These segments services include trade services. construction equipment finance. and funded. current accounts. public sector undertaking. agricultural loans. non-funded treasury. The wholesale banking segment provides loans. commercial vehicle. supply chain financing. and equities. such as foreign exchange. The Treasury Services segment operates primarily in areas. and transaction services to large corporate. and wealth management products for non-resident Indians. custodial. small and medium enterprise. bill payments. debit cards. private banks. as well as credit cards. HDFC Bank had a network of 1. working capital and term finance.412 branches and 3. depository. and health care finance working capital finance. interest rate trading. and institutional customers. as well as distributes life and general insurance products through its tie-ups with insurance companies and mutual fund houses. and transactional services. central and state government departments. and electronic banking. In addition. money market. non-fund facilities. supply chain. and rental receivables. and warehouse receipt loans.295 automated teller machines in 528 cities in India.Customer preference & attributes towards Saving Account of HDFC Bank including savings accounts. India. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. property. foreign banks. and foreign exchange products. gold. it provides correspondent bank services to co-operative banks. personal. In addition. It offers deposit and transaction banking products. cash management. money market. Bangalore. emerging corporate. home. 2009. and demat accounts. loans against securities. The company was founded in 1994 and is based in Mumbai. investment advisory. such as mutual funds and insurance. 30 . this segment sells third party financial products. It also offers auto. tax collection.
31 . etc. web designing companies.Customer preference & attributes towards Saving Account of HDFC Bank In today’s growing world everyone needs to diversify their business so as to keep in touch with the rapid development. By analyzing the growing concerns of the market. Bangalore. HDFC Bank began operations in 1995 with a simple mission: to be a "Worldclass Indian Bank". We realised that only a single-minded focus on product quality and service excellence would help us get there. Due to this rapid development HDFC Group has many teams working for the above mentioned sectors. HDFC has clients varying from investment banking sector. Today. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. we are proud to say that we are well on our way towards that goal. retail.
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Bangalore. 32 .1 Student’s work profile Role and Responsibilities:- The work profile of the student or the roles and responsibilities that are being handled by the student on his internship programmed at HDFC BANK.Customer preference & attributes towards Saving Account of HDFC Bank CHAPTER-3 DISCUSSIONS ON TRAINING 3.
• I use all the financial knowledge that has been given by the company and I has as a MBA student and a student of Mar.Customer preference & attributes towards Saving Account of HDFC Bank The first day and during the first week of the internship programmed the new employee of the HDFC BANK was welcomed by giving an induction programme in order to make him understand his role and responsibilities during his stay in the organization. it will be my duty and responsibility to meet the customers against payments apart from my regular job profile and reporting the same to my team leader at HDFC BANK. Leads and databases created by the students have to be used by them in order to convince people of different age groups to take account according to their needs and suitability. analyzing and giving them financial planning how their net asset value will be increase and how they fulfill their short-term and longterm financial goal so that it can be assessed that which ACCOUNT they need suiting their financial obligations. • The student calls people according to the leads and database created by him and convinces people to take the account. collecting financial health check. Bangalore. so INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. During the absence of the recovery executives/collection executives. • To explain the customers how a particular account would help them to make their lives more secure providing security to them. Being appointed as a Financial Corporate Consultant at HDFC BANK during the internship programme my duty or the role is to meet 5 clients. 33 .
• Must educate the clients about risks and various possible scenarios so that the clients don’t harbor unrealistic expectations. This prepares him for the day’s Work and provides him the necessary directions to achieve not only the target of the day but the target of the month. 34 . In the office the Financial Corporate consultant make calls continuously to fix the follow-up appointments so that on the basis of the financial health check collected by him and also getting the follow-up appointments from the telesales she goes in the field for making up the appointments. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 3. Bangalore.Customer preference & attributes towards Saving Account of HDFC Bank that the customer realizes that he definitely needs to take a particular account.2 Description of live experience:The office of HDFC BANK is blessed by brilliant and skilled professionals and team leader who have the responsibility of handling the Financial Corporate Consultants. The team leader provides the particular day’s plan of action and then guide show to go about for executing the plan of action successfully .Till the time a Financial Corporate Consultant is in the office he receives the valuable suggestions and insights of the team leader. The financial corporate consultants provide the persons met the basics of why he should take a particular ACCOUNT to provide to him.
Bangalore.Customer preference & attributes towards Saving Account of HDFC Bank INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 35 .
Bangalore.Customer preference & attributes towards Saving Account of HDFC Bank CHAPTER-4 STUDY OF SELECTED RESEARCH PROBLEM 4. 36 .1 Statement of research problem:PROBLEM DEFINATION: Sales Executives were with good background human being and through rigorous process of recruitment but still not able to perform up to the INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.
3 Research Design and Methodology Primary data source: All the people from different profession were personally visited and Interviewed. T To study brand image of the bank. They were the main source of Primary data. 37 . magazines. management books.Customer preference & attributes towards Saving Account of HDFC Bank expectation level of company. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 4. Secondary Data Source: It was collected from internal sources. The secondary data was collected on the basis of organizational file. To increase the business of the bank. preserved information in the company’s database and website of the company. 4-2 OBJECTIVES OF RESEARCH PROJECT: RESEARCH OBJECTIVES: o find out the customer preferences while opening Savings A/c. official records. Bangalore. news papers. The method of collection of primary data was direct personal interview through a structured questionnaire. The communication technique and dealing with the customers is also a problem to the sales executives. HR is not able to sort out the problem why the performance is not coming even after giving the full marketing support.
INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. All the findings and conclusions obtained are based on the survey done in the working area within the time limit. I have collected data from people linked with different profession at Bangalore. Since it was not possible to cover the whole universe in the available time period. I tried to select the sample representative of the whole group during my job training. Research Instrument: Structured Questionnaire. 38 . All the work was limited in some limited areas of Bangalore so the findings should not be generalized. SAMPLE SIZE: My sample size for this project was 100 respondents. The area of research was Bangalore and it was too vast an area to cover within 60 days. money was not given it was difficult to continue the project work.Customer preference & attributes towards Saving Account of HDFC Bank SAMPLING PLAN: Since it is not possible to study whole universe. Bangalore. Sampling Units: Customers Sample Technique: Random Sampling. Contact Method: Personal Interview. As stipend. RESEARCH LIMITATIONS: It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days. it becomes necessary to take sample from the universe to know about its characteristics. it was necessary for me to take a sample size of 100 respondents.
39 .Customer preference & attributes towards Saving Account of HDFC Bank 4.4 Data Analysis Q 1:What is your Monthly Transaction in your account ? Monthly transactions 5-20 lakhs 20-40 lakhs 40 lakhs and above No. of respondents 28 59 13 % (percentage) 28% 59% 13% INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Bangalore.
Above 05L. of respondents 97 3 % 97% 3% Chart 2: INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.Customer preference & attributes towards Saving Account of HDFC Bank Total Chart 1: 100 100% 70% 60% 50% 40% 30% 20% 10% 0% 05L.Above Analysis: • • • 59% respondents gave their answer in 20-40 lakhs transactions. Bangalore. 28% respondents gave their answer in 0-20 lakhs transactions. Question 2 Do you have a Saving Account? Response Yes No No.20L 20L .40L 40L . 40 .40L 40L . 13% respondents gave their answer in 40 lakhs and above transactions.20L 20L .
Bangalore. Question 3 In Which Bank? Bank Kotak mahindra HDFC Co-operative ICICI Nationalized Chart 3 No.Customer preference & attributes towards Saving Account of HDFC Bank 3% 97% Yes No Analysis: 97% respondents have the saving accounts and only 3% do not have saving account. 41 . of respondents 3 33 48 5 31 % 3% 33% 48% 5% 31% INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.
3% Co. 31% HDFC ICICI Nationalized C o.Operative Bank. 33% in HDFC. 33% ICIC I. Question 4 Which Factors do you consider for opening a Savings Account? No. 3% in kotak mahindra.Operative Bank Kotak Mahindra Bank Analysis: 48% have saving account in co-operative. of respondents 10 20 13 10 8 7 2 16 7 3 2 2 100 % 10 20 13 10 8 7 2 16 7 3 2 2 100 Accessibility Minimum balance DD/pay order Free cheque Debit card Cash deposit Cheque pick up Net banking Mobile banking At per cheque NEFT RTGS Total INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 48% HD FC. 42 . Bangalore. 5% Nationalized.Customer preference & attributes towards Saving Account of HDFC Bank Kotak Mahindra Bank. 5% in ICICI. and 31% in nationalized bank.
Bangalore. 43 .Customer preference & attributes towards Saving Account of HDFC Bank Chart 4 20 18 16 14 12 10 8 6 4 2 0 Analysis: Respondents gave their answer Acces ibility s Minim um balance DD/pay order F cheque ree Debit card C h depos as it C heque pick up Net banking Mobile ba nking At per cheque NE T F INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.
of response 12 22 76 100 % 12 22 76 100 Pay Order. 16% Net banking.10% Free cheque. 2% NEFT. 76% Cheque DD Pay Order Analysis: 12% Response in pay order. 7% Cash deposit. 12% DD. 44 . 3% At per cheque. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 2% Cheque pick up.Customer preference & attributes towards Saving Account of HDFC Bank 10% respondents gave their answer in accessibility. 32% Cheque. and 76 % costumer want from cheque mode. 32% like DD. 13 % DD/pay order. 20% Minimum balance. Question 5 Which mode of transaction do you avail of frequently? Response Pay order DD Cheque Total Chart 5 No. 8% Debit card. Bangalore. 7% Mobile banking. 2% RTGS.
Outsid e 45 . 15% Analysis: 33% account holder transaction intercity.Customer preference & attributes towards Saving Account of HDFC Bank Question 6 Which types of transaction do you make ? Response Intercity Outside city Both Total No. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Bangalore. and 15% outside city. City . 52 % Both. of respondents 33 15 52 100 % 33 15 52 100 Chart 6 Inter city. 33% Both 52% .
5 Summary of Findings INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 46 .Customer preference & attributes towards Saving Account of HDFC Bank Question 7 Does your bank assist you in case of any problem? Response Yes No Total No. Bangalore. 4. only 10% say no. of respondents 90 10 100 % 90 10 100 Chart 7 10% 90% Yes No Analysis: 90% say yes bank will assist you in case of any problem.
Bangalore. 47 .Customer preference & attributes towards Saving Account of HDFC Bank The final draft of the questionnaire was prepared on the basis of the observations from the pilot study. since it is generally thought that the attitudes are related to the behavior of businessmen. The factors on which we are working are occupation. Monthly transaction is also an important parameter but it is difficult to verify. Motivation: INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Finally the data collected was fed into the data analysis to be analyzed using statistical techniques. Although the amount of money that business unit earns in a month is an absolute. These were then finally filled by 100 customer. Types of Primary Data collected: Socioeconomic Characteristics: characteristics are sometimes called “states of being” in that they represent the type of people. for the conclusive study. not a relative quantity but it is a sensitive topic in our society and it is difficult to determine. Attitude is an important notion in the marketing literature. inclination and requirement. Attitudes/Opinions: Through the questionnaire we have tried to get hold of business preference.
Behavior: Behavior concerns what subjects have done or are doing. Obtaining the Primary Data: The data collection was primarily done through communication. Communication involves questioning respondents to secure the desired information. The questions were in writing and so were the responses. If the responses are favorable then the person can be said to be our potential customer. Versatility: It is the ability of a technique to collect the information on the many types of primary data of interest to marketers. It has also been found that some of the people do not answer truthfully to all the questions especially in the case of the personal details INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. It helps in answering some of the vital Questions. The primary data serves as an important tool to measure the behavioral trend of the customer. Through the questionnaire we have tried to find out the behavior of the individuals regarding the product and their responses. Bangalore. 48 . using a data collection instrument called questionnaire.Customer preference & attributes towards Saving Account of HDFC Bank Through the questionnaire we have tried to find the hidden need or want of businessmen and have tried to find if these people can be tapped as the potential customer for HDFC Bank.
Customer preference & attributes towards Saving Account of HDFC Bank CHAPTER 5 SUMMARY AND CONCLUSIONS INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Bangalore. 49 .
50 . if a bank approaches it first for opening a Saving Account with them. Network reach and visibility of a Bank is a very important criterion for the customer while opening a Saving Account. Aggressive Marketing is the key to increasing the market share in this area. fast response in case of problems. We can also conclude from our analysis that network reach in terms of Branches and ATMs is directly proportional to the market share in case of Private Players. from the Bank they have a Saving Account with. The level of service in terms of delivering whatever is promised. then there is a good chance for the bank of getting many future businesses and cross sales from the deal.1Summary of Learning Experience Almost all the Banks offer similar features and facilities with their Savings accounts. 2. since the market has a lot of potential both in terms of untapped market . In case of a new customer.Customer preference & attributes towards Saving Account of HDFC Bank 5. 1. Bangalore. 3. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Contract Sales Executive (CSE) should be trained to explain the product features and its value added services to make customer’s product selection convenient. is the most important benefit that the customers seek. Conclusions and Recommendations 1. There are certain reasons for existing customers of Saving Account of any Bank to shift to another Bank.
70% of the people did not even know about the concept. 3. Bangalore. 5. The bank needs to make people aware about there products and the basic benefits they can derive out of it. And also the differential features of its savings account as compared to other banks. Quality of service has been rated highly important by all demofigureic factors as a reason for banking with a particular bank. Though the bank offers free doorstep banking once a day this fact is also not known to many customers or they still do not trust this service what ever the reason the bank can popularize this service to gain an edge over nationalized banks and Co-operative Banks. Standard Chartered needs to improve the services provided to its existing customers before attracting more in the future and use word of mouth INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. benefits and features of its saving accounts. 4. 6. Contract Sales Executive (CSE) should recommend right product to the right customer so as to ensure a high degree of satisfaction among the customer. The bank should also target small business unit for whom maintenance of the AQB is not a problem as this segment is not much penetrated.Customer preference & attributes towards Saving Account of HDFC Bank 2. 51 .
Customer preference & attributes towards Saving Account of HDFC Bank as a promotional tool to increase the sales potential of its savings account. It was a daunting task to convince them to fill in the personal details of the questionnaire where they have to mention the monthly income. 5. Compilation of data on competitor analysis was difficult due to nonavailability of correct information. 4. 3. INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. occupation etc. 52 . It was difficult to break the ice with the common people initially. LIMITATIONS Some of the limitations of the project are listed as below: 1. Due to the financial and time constraints a cluster analysis of the population so as to get better results was not feasible. Bangalore. The research conduct in Bangalore city only. The figures have been taken as approximations. The time bound period is the major limitation in research projects. 7. To convince the people for a proper interviewing process is also difficult. 2. 6.
Bangalore.Customer preference & attributes towards Saving Account of HDFC Bank QUESTIONNAI RE- INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. 53 .
Bangalore. If Yes Which bank’so ICICI o HDFC o Kotak Mahindra Bank o Nationalized o o Other Banks _________________ Co-Operative Banks___________________ INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Monthly Transaction? ________________________________________________ 2. _______________________ 1. Do you have saving Account? (a) Yes (b) No 3. 54 .Customer preference & attributes towards Saving Account of HDFC Bank Name of Respondent _________________________________ Contact No.
Which type of transaction do you made (a) Inter city (b) Intra city (c) Both 7. Does your bank assist you in case of any problem (a) Yes (b) No 8.Customer preference & attributes towards Saving Account of HDFC Bank 4. 55 .. What are the additional Benefits do you expect from a Saving Account? INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. Which Factors do you consider for opening a saving Account o o o o o o Accessibility Minimum Balance DD/ Pay Order Free Cheque Debit Card Cash Deposit o o o o o Cheque Pick up Net Banking Mobile Banking At Par Cheques NEFT RTGS 5. Which mode of transaction do you avail frequently? (a) Cheque ( b) DD (c) Pay Order 6. Bangalore.
Bangalore. 56 . Date___________________ Place__________________ Signature INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH.Customer preference & attributes towards Saving Account of HDFC Bank _____________________________________________________________ _____________________________________________________________ ___________________.
57 .com www.google. Bangalore.BOOKS & AUTHORS · Marketing Management 2. NEWS PAPERS · Times of India · Financial Express 3.hdfcbank.Customer preference & attributes towards Saving Account of HDFC Bank BIBLIOGRAPHY 1.com INSTITUTE OF BUSINESS MANAGEMENT & RESEARCH. WEBSITES · www.
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