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PROJECT REPORT

ON

SERVICE QUALITY OF
HDFC BANK

DECLARATION

I hereby declare that the Project report titled SERVICE


QUALITY OF HDFC BANK is my original work and has
not been published or submitted for any degree, diploma
or other similar titles elsewhere. This has been
undertaken for the purpose of partial fulfillment of
GRADUATION DIGREE IN MANAGEMENT at Rukmini
Devi Institute of Studies.

PRAGUN GUPTA
BBA 3RD SEM
SECTION A
EVENING

PREFACE

This project report attempts to bring under one cover the entire hard
work and dedication put in by me in the completion of the project work
on Service Quality of HDFC bank.
I have expressed my experiences in my own simple way. I hope who
goes through it will find it interesting and worth reading. All
constructive feedback is cordially invited.

PRAGUN GUPTA
BBA 3RD SEM
SECTION A
EVENING

ACKNOWLEDGEMENT
I would like to express my special thanks of gratitude to my
teacher Ms. Anjali as well as our Director General Prof. Col.
(Retd.) Mahander Singh who gave me the golden opportunity to
do this wonderful project on the topic VARIOUS SCHEMES
AND SERVICES OF HDFC BANK, which also helped me in
doing a lot of Research and I came to know about so many new
things.

am

really

thankful

to

them.

Secondly I would also like to thank my parents and friends who


helped me a lot in finalizing this project within the limited time
frame.
PRAGUN GUPTA
BBA 3RD SEM
SECTION A
EVENING

INDEX
1. PREFACE
2. ACKNOWLEDGEMENT
3. INTRODUCTION TO BANKING
4. BANKING SYSTEM IN INDIA
5. PROFILE OF HDFC BANK
6. OBJECTIVES OF STUDY
7. RESEARCH METHODOLOGY
8. SWOT ANALYSIS
9. SUGGESTIONS
10. LIMITATIONS
11. QUESTIONNAIRE
12. BIBLIOGRAPHY

INTRODUCTION OF BANKING

MEANING AND DEFINITION:


Bank is an institution that deals in money and its substitutes and
provides crucial financial services. The principal type of banking in the
modern industrial world is commercial banking and central banking.
Banking means Accepting Deposits for the purpose of lending or
investment of deposits of money from the public repayable or demand or
otherwise and withdraw by cheque, draft or otherwise.
-Banking companies (Regulation) Act, 1949
The concise oxford dictionary has defined a bank as Establishment of
custody of money which it pays out on customers order. Infact this is
the function which bank performed when banking originated.
Banking in the most general sense, is meant the business of receiving,
conserving and utilizing the funds of community or of any special
section of it.
-By H. Wills & J. Bogan
A banker of bank is a person, a firm, or a company having a place of
business where credits are opened by deposits or collection of money or
currency or where money is advance d or waned.
-By Findlay Sheras

Thus,

A Bank:
Accepts deposits of money from public
Pays interest on money deposited with it.
Lends or invests money
Repays the amount on demand
Allow the money deposited to be withdrawn by cheque or draft

OBJECTIVE OF THE STUDY

To study awareness regarding HDFC bank, Ynr.


To explore various schemes offered by HDFC bank.
To know which is the most popular schemes of the bank.
To know promotional efforts made by the bank to attract
customers.
To know the problems faced by the customers in the bank.
To find out awareness level & reaction of customers towards direct
banking channels provided by the bank.
To find causes of dissatisfaction. If any, about Direct banking
channels.
To provide suggestions for improvement in the different schemes
provided by HDFC bank.

BANKING SYSTEM IN INDIA

A HISTERICAL PERSPECTIVE
We can identify distinct phases in the history of Indian banking:
1. Early phases from 1786-1969
2. Nationalization of banks and up to 1991 prior to banking sector
reforms.
3. New phase of Indian banking with the advent of financial banking.
Banking in India has its own origin as early as Vedic period. It is
believed that the transactions from many lending to banking must
have occurred even before Manu, the great Hindu furriest, who has
developed a section of his work to deposit and advances and laid
down rules relating to the rate of interest. During the mogul period,
the indigenous banker played a very important role in lending
money and financing foreign trade and commerce.
During the days of the East India Company, it was the turn of
agency house to carry on banking business. The General Bank of
India was the first joint stock bank to be established in the year
1786. The other which followed was the Bank of Hindustan and
The Bengal Bank. The bank of Hindustan is reported to have been
continued till 1906. While the other two failed in the mean time. In
the first half of the 19th century the East India Company established
there banks. The Bank of Bengal in 1809, the Bank of Bombay in
1804 and the Bank of Bombay in 1843. These three banks also
known as the Presidency banks were the independent units and
functioned well. These three banks were amalgamated in 1920 and
new bank, the Imperial Bank of India was established on 27 th
january1921.

With the passing of the State Bank of India Act in 1955, the
undertaking of Imperial Bank of India was taken over by the newly
constituted SBI. The Reserve Bank of India (RBI) which is the
central bank was established in April, 1935 by passing Reserve
Bank of India Act, 1935. The Central Office of RBI is in Mumbai
and it controls all the other banks in the country.
Indian management was established in the country namely, Punjab
National Bank Ltd., Bank of India Ltd., Bank of Baroda Ltd.,
Canara Bank Ltd., on 19th July 1969, 14 major banks of the country
were nationalized and on 15th April 1980, 6 more commercial
private sector banks were taken over by the government.

The Housing Development Finance Corporation Limited (HDFC) was


amongst the first to receive an in principle approval from the Reserve
Bank of India (RBI) to set a bank in the private sector, as part of the
RBIs liberalization of the Indian banking industry in 1994. The bank
was incorporated in august 1994 in the name of HDFC Bank Limited,
with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995.
HDFC Bank comprises of a dynamic and enthusiastic team determined
to accomplish the vision of becoming a World-class Indian Bank. HDFC
banks business philosophy is based on our four core values Customer
Focus, Operational Excellence, Product Leadership and people. They
believe that the ultimate identity and success of their bank will reside in
the exceptional quality of people and their extraordinary efforts. They
are committed to hiring, developing, motivating and retaining the best
people in the industry

BUSINESS FOCUS
HDFC Banks mission is to be a World-class Indian Bank. The objective
is to build sound customer franchises across distinct businesses so as to
be the preferred provider of banking services for target retail and
wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the banks risk appetite. The bank is
committed to maintain the highest level of ethical standards,
professional integrity, corporate governance and regulatory compliance.
HDFC Banks business philosophy is based on four core values
Operational excellence, Customer Focus, Product Leadership and
People.

MISSION STATEMENT OF HDFC BANK

World Class Indian Bank


Benchmarking against international standards
To build a sound customer franchises across distinct business
Best practices in terms of product offerings, technology, service
levels, risk management and audit and compliance

VISION STATEMENT OF HDFC BANK


The HDFC Bank is committed to maintain the highest level of ethical
standards, professional integrity and regularity compliance. HDFC
banks business philosophy is based on four core values such as:1.
2.
3.
4.

Operational excellence
Customer focus
Product leadership
People

The objective of HDFC Bank is to provide its target market customers a


full range of financial products and banking services, giving the
customer a one-step window for all his/her requirements. The HDFC
Bank plus and the investment advisory services program have been
designed keeping in mind needs of customer who seeks distinct financial
solutions, information and advice on various investment avenues.

BUSINESS STRATEGY
Increasing market share in Indias expanding banking
Delivering high quality customer service
Maintaining current high standards for asset quality through
disciplined credit risk management
Develop innovative products and services that attract targeted
customers and address inefficiencies in the Indian financial sector.

DISTRIBUTION NETWORK

HDFC Bank headquartered is in Mumbai. The Bank at present


has an enviable network of over 1229 branches spread over 444
cities across India. All branches are linked on an online real-time basis.
Customers in over 120 locations are also serviced through Telephone
Banking. The Bank's expansion plans take into account the
need to have a presence in all major industrial and
commercial centers where its corporate customers are located as
well as the need to build a strong retail customer base for both
deposits and loan products. Being a clearing/settlement bank to various
leading stock exchanges, the Bank has branches in the centers where the
NSE/BSE has a strong and active member base.
The Bank also has a network of about over 2526
across these cities. Moreover, HDFC Bank's
ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American
Express Credit/Charge cardholders.

PROMOTER
HDFC is India's premier housing finance company and enjoys
an impeccable track record in I n d i a a s w e l l a s i n
international markets. Since its inception in 1977, the
C o r p o r a t i o n h a s maintained a consistent and healthy growth
in its operations to remain the market leader in mortgages. Its
outstanding loan portfolio covers well over a million dwelling
units. HDFC has developed significant expertise in retail mortgage
loans to different market segments and also has a large corporate
client base for its housing related credit facilities. With its
experience in the f i n a n c i a l m a r k e t s , a s t r o n g m a r k e t
reputation,
l a r ge
shareholder
base
and
unique
c o n s u m e r franchise, HDFC was ideally positioned to promote a bank
in the Indian environment.

MANAGEMENT
Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior
to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of
India. The Managing Director, Mr. Aditya Puri, has b e e n a
professional banker for over 25 years and before joining
HDFC Bank in 1994 was heading Citibank's operations
in Malaysia. The Bank's Board of Directors is composed
o f eminent individuals with a wealth of experience in public
policy, administration, industry and c o m m e r c i a l b a n k i n g .
Senior executives representing HDFC are also on the Bo
a r d . S e n i o r banking professionals with substantial experience
in India and abroad head various businesses a n d f u n c t i o n s
a n d r e p o r t t o t h e M a n a g i n g D i r e c t o r. G i v e n t h e
p r o f e s s i o n a l e x p e r t i s e o f t h e management team and the overall
focus on recruiting and retaining the best talent in the industry, the bank
believes that its people are a significant competitive strength.

TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of
information technology and communication systems. All the bank's
branches
have
online
connectivity,
which
enables
the b a n k t o o f f e r s p e e d y f u n d s t r a n s f e r f a c i l i t i e s t o i t s c u
stomers. Multibranch access is also provided to retail cu
stomers through the branch network and
Au t o m a t e d
Tel l e r M a c h i n e s (ATMs). The Bank has made substantial efforts
and investments in acquiring the best technology available
internationally, to build the infrastructure for a world class bank. The
Bank's business is supported by scalable and robust systems
which ensure that our clients always get the finest services we
offer. The Bank has prioritized its engagement in technology and the

internet as one of its key goals and has already made significant progress
in web-enabling its core businesses. In each of its businesses, the
Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market
share.

QUALITY POLICY
SECURITY: The bank long term financial security to their policy. The
bank does this by offering life insurance and pension products.
TRUST: The bank appreciates the trust placed by their policy holders in
the bank. Hence, it will aim to manage their investments very carefully
and live up to this trust.
INNOGVATION: Recognizing the different needs of our customers, the
bank offers a range of innovative products to meet these needs.
INTEGRITY
CUSTOMER CENTRIC
PEOPLE CARE ONE FOR ALL AND ALL FOE ONE
TEAM WORK
JOY AND SIMPLICITY

BUSINESS

HDFC Bank offers a wide range of commercial and traditional banking


services and treasury products to a wholesale and retail customers. The
bank has three key business segments.
Wholesale Banking Services. The banks target market ranges from
large, blue-chip manufacturing companies in the Indian corporate to
small and mid-sized corporates and agro-based business. For these
customers, the bank provide a wide range of commercial and
transactional business services, including working capital finance, trade
services, transactional services, cash management, etc. the bank is also a
leading provider of structured solution, which combine each
management services with vendor and distributor finance for facilitating
superior supply chain management for its corporate customers. Based on
its superior product delivery/service levels and strong customer
orientation, the bank has made significant inroads into the banking
consortia of a number of leading Indian corporate including
multinationals, companies from the domestic business houses and prime
public sector companies. It is recognized as a leading provider of cash
management and transactional banking solutions to corporate customers,
mutual funds, stock exchange members and bank.

RETAIL BANKING SERVICES


The objective of the retail bank is to provide its target market customers
a full range of financial products and banking services, giving the
customers a one-stop window for all his/her banking requirements. The
products are backed up by world class service and delivered to
customers through the growing branch network, as well as through
alternative delivery channels like ATMs, Phone Banking, Net Banking
and Mobile Banking.

The HDFC Bank Preferred program for high net worth individuals, the
HDFC Bank Plus and the Investment Advisory Services programs have
been designed keeping in mind needs of customers who seek distinct
financial solutions, information and advice on various investment
avenues. The bank also has a wide array of retail loan products including
Auto Loans, Loans against marketable securities, Personal Loans and
Loans for Two-Wheelers.
It is also a leading provider of Depository Participant (DP) services for
retail customers, providing customers the facility to hold their
investments in electronic form. HDFC was the first bank in India to
launch an International Debit Card in association with VISA (VISA
Electron) and issues the MasterCard Maestro debit card as well. The
bank launched its credit card business in late 2001. By March 2010, the
bank had a total card base (debit and credit cards) of over 14 million.
The bank is also one of the leading players in merchant acquiring
business with over 90,000 Point-to-sale (POS) terminals for debit/credit
cards acceptance at merchant establishments. The bank is well
positioned as a leader in various net based B2C opportunities including a
wide range of internet banking services for Fixed Deposits, Loans< Bill
payments, etc.

TREASURY
Within this business, the bank has three main products areas- Foreign
Exchange and Derivatives, Local Currency Money Market and Debit
Securities, and Equities. With the liberalization of the financial markets
in Indi, corporate need more sophisticated risk management information,
advice and product structures. These and fine pricing on various treasury
products are provided through the banks Treasury team. To comply with
statutory reserve requirements, the bank is required to hold 25% of its

deposits in government securities. The Treasury business is responsible


for managing the returns and market risk on this investment portfolio.

RESEARCH OBJECTIVE
AND
RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY

"Research comprises of defining & redefining hypothesis or suggested


solutions, collecting, organizing & evaluating data making deductions &
reaching conclusion"-Cliford Woody.
The term research Methodology here comprises of all research
activities carried on in connection with the "Analysis of various schemes
under Saving, FD and Demat account provided by HDFC Bank".
The basic purpose of research methodology is to describe the
research procedure. It helps the researches to adopt the right way to
move on for carrying the study.

STEP IN RESEARCH PROCEDURE


Defining and analyzing the problem.
Determining sources of information
Preparing data collection format

Collection of data
Analysis of data
Interpretation of data
Preparation of report

RESEARCH DESIGN
A research design is like arrangement of conditions for collections
& analysis of data in a manual that aims to combine relevance to the
research purpose with economy in procedures.
A research design is purely & simply the framework of plans for a
study that guides the collections & analysis of data the research design is
the conceptual structure within which the research is conducted. It
constitutes the blue print for the collection, measurement & analysis of
the data.

The research design with help to answer the following


questions :
Why the study is being made ?
From where the data needed can be collected ?
What time is required for the study to be competed & how much
material is needed.
What will be the technique for data collections?
How the data can be analyzed?
How the answers to above questions can be found with minimum
efforts, time & money?

SOURCES OF DATA COLLECTION


To make the research complete it is very necessary to have useful
and authentic data there are two types of data collection sources.
PRIMARY SOURCE OF DATA COLLECTION
Primary data are those which are collected afresh & for the first
time, & this happens to be original in character. Simple well drafted
questionnaire was circulated among all
respondents. Full freedom was provided to an individual to answer the
questions.
Personal & Telephonic Interviews, observation, personal opinion &
viewpoints of the respondents about the various schemes helped in
completion of the project.

SECONDARY SOURCES OF DATA COLLECTION:


These are those which are collected by someone else & which have
been passed through statically process.

Brochures, Manuals, Journals, Magazines, Site of HDFC Bank and


various Articles provided lot many inputs for successful completion of
project

ANALYSIS & INTERPRETATION

Q.1. How did you come to know about HDFC Bank?


To know about the HDFC Bank

Sources
Friends
Marketing
Advertisement
Exhibitions
Others

Percentage of respondents
35
40
10
10
5

As shown by the table above, people who come to know about the
HDFC Bank through friends are 35%, through Marketing are 40%,
through Advertisement are 10%, through Exhibitions are 10% and
through Others are 5%.

PERCENTAGE

SOURCES OF AWARENESS

40
40

35

35
30
25
20
15

10

10

10

5
0
Friends

Marketing

ADS

SOURCES

Exhibitions

Other

Q. 2. Whom did you contact first in HDFC Bank.


To contact First in HDFC Bank.

Helping Group
Marketing Executives
HDFC Branch
Others

Percentage of Respondents
40
55
5

To Contact First in HDFC Bank


55%

PERCENTAGE

60%

50%
40%

40%
30%
20%
10%
0%

5%
HDFC Branch

MarketingGROUP
Exec.
HELPING

Others

Q.3.

Which factor plays an important role while opening an account?


Factors that play an important role.

Factors
Percentage of the Respondents
Advertisement
20
Special Offer
30
Operational Staff
15
Convincing Power
20
of executives
Credibility
of
15
Bank
After conducting the survey advertisement plays 20%, Special
Offer plays 30%, Operational Staff plays 15%, Convincing Power of
Executives plays 20% and Credibility of Bank plays 15% role while
opening an account in HDFC Bank.
Thus study shows that special offer plays the most important
role while opening an account according to the respondents.

% of Respondents

Credi. Of Bank; 15%

ADV; 20%

Convicing
ADV Sp. Offer
PowerOperational
of executives;
Staff 20%
Convicing Power of executives Credi. Of Bank
Sp. Offer; 30%
Operational Staff ; 15%

Q.4.

Which product do you use the most?


Product Used the most.

Product Name
Saving A/c
Current A/c
Fixed Deposit
Others

Percentage of Respondents
44
22
28
6

This table shows that the people who are using Saving A/c are
44%, Current A/c are 22%, Fixed Deposit are 28% and Others are 6%
Thus the study shows that Saving A/c is the most preferred
product of HDFC Bank by respondents.
This can be shown by this Graph.

% of Respondents

Other; 6%
FD; 28%

Saving

Current

FD

Saving; 44%
Other

Current; 22%

Q.5.

Which FD Scheme is most popular?


Most popular FD scheme

FD Scheme
Reinvestment
Super Saver
Sweep in A/c

Percentage of the Respondents


30
45
25

This Table shows that people are using reinvestment are 30%,
Super Saver are 45% and Sweep in A/c are 25%.

Thus the study shows that Super Saver is the most popular FD
Scheme by the respondents.

Most Popular FD Scheme

PERCENTAGE

% of Respondents
50

45

40
30

30
25

20
10
0
Reinsvestment

Super Saver

FD SCHEMES

Sweepin

Q.6.

Are you able to maintain AQB of Rs. 5000 in saving account?


Percentage of the respondents maintaining AQB.

Yes
65

Percentage of the respondents


No
35

This can be shown by this Graph.

70
60
50
40
30
20

PERCENTAGE

% of Respondents

65

35

10
0
Yes

No

Q.7.
you

Which of the following facilities Direct Banking Channels (DBC)


avail the most?
Availing the most, DBC facilities.

DBC Facilities
ATM
Phone Banking
Net Banking
Mobile Banking

Percentage of the Respondents


45
10
25
20

PERCENTAGE

45
40
35
30
25
20
15
10
5
0

PERCENTAGE OF RESPONDENTS
45
35

20
10

1 1 1
ATM

2 2 2
Phone

3 3 3

Net Banking

4 4 4

Mobile Banking

DBC FACILITIES

Thus study shows that ATM is the most preferred Direct


Banking Channel by the respondents.

Q.8. What are the causes for not using any of the Direct Banking
Channels?
Causes responsible for not using DBC

Causes
Percentage of the Respondents
Unwareness
32
Lack of Knowledge
42
Feel more secure while
21
banking personally
Unsatisfied
5

% of Respondents

Feel more secure banking personal

Unsatisfied
Unawareness
Feel more secure banking personal ; 21%

Lack of Knowledge ; 42%


Unsatisfied; 5%
Lack of Knowledge

Unawareness; 32%

This Graph shows that the main cause for not using DBC by
respondents is lack of knowledge.

Q.9. How will you rate performance of direct banking channels you are
using?
Rate performance of the DBC.

Performance of DBC
Best
Good
Fair
Poor
Very Poor

Percentage of the Respondents


40
30
20
7
3

% of Respondents

Poor; 7% Very Poor; 3%


Best

Fair; 20%

Good

Fair

Be st; 40%

Poor

Very Poor

Good; 30%

The Graph shows that 40% people says DBC Best , 30% says
DBC is good, 20% says DBC Fair, 7% says DBC is poor and 3%
says DBC is very poor in its performance.

Q.10.

How would you rate performance of HDFC Bank?


Rate performance of HDFC Bank.

Rate Performance
Best
Good
Fair
Poor
Very Poor

Percentage of the Respondents


40
35
20
3
2

% of Respondents
Poor; 3% Very Poor; 2%
Best

Fair; 20%

Good

Fair

Poor
Best; 40%

Very Poor

Good; 35%

This Graph shows that 40% people says HDFC is Best in its
performance, 35% people says HDFC is Good, 20% says it is Fair, 3%
says it is poor and 2% people says it is Very Poor in its performance.

Q.11. Did you face any problems while maintaining your account at
bank?
Percentage of the respondents facing the problems while
maintaining were account.

Yes
45

Percentage of Respondents
No
55

PERCENTAGE

% of Respondents

60

55
45

50
40
30
20
10
0
Yes

No

This Graph shows that 45% people says they are facing the
problem while maintaining the Account and 55% people says they are
not facing any of the problem while maintaining the Account in HDFC
Bank.

Q.12.

Why do you prefer HDFC Bank?


Preferred HDFC Bank.

Facilities
Better
Plan
Selusen
Agents
Others

Percentage
20
30
30
15
5

% of Respondents

30

30

PERCENTAGE

30
25

20

20

15

15
10

5
0
Better

Plan

Selusen

FACILITIES

Agents

Others

This Graph shows that 20% respondents preferred HDFC Bank


because of Better Facilities, 30% because of Better plan, 30% because of
Selusen, 15% because of agents and 5% because of other facilities. Q.13.
Do you think private sector banks are better than public sector
banks?
% of Respondents

15

Yes

No

85

Q.14.

What extra service would you like to avail form the bank?

% of Respondents

10

Online Trading of Shares

20

Phone Banking

Bills Pay

Other

40
30

SWOT ANALYSIS
STRENGHTS:
It has an extensive distribution network comprising of 319
branches in 166 cities & one international office in Dubai this
provides a competitive edge over the competitions.
The Bank has a strong retail depository base & has more than
million customers.

Bank boasts of a strong brand equity.


ISO 9001 certification for its depository & custody operations &
for its backend processing of retail operation & direct banking
operatiosn.
The bank has a near competitive edge in area of operations.
The bank has a market leader in cash settlement service for the
major stock exchanges in its country.
HDFC Bank is one of the largest private sector bank working in
India.
It has a highly automated environment in terms of information
technology & communication system.
Infrastructure is best.
It has many innovative products like kids Advantage scheme,
Demat, NRI services.

WEAKNESS:
Account opening and delivery of cheque book take comparatively
more time.
Lack of availability of different credit products like CC Limit, Bill
discounting facilities.

OPPORTUNITY:
Branch expansion
Door step services
Greater liberalization in foreign ownership via FDI in Indian Pvt.
Sector Banks.
CC/ OF Facilities.
Infrastructure improvements & better systems for trading &
settlement in the govt. securities & foreign exchange markets.

THREATS:
The bank has started facing competition from players like SBI,
PNB Bank in the finance market itself. This reduce the profit
margins in the future.
Some Pvt. Banks have 7 days banking.

SUGGESTIONS

Promotional efforts like advertisement canopies, increase in


number of marketing executive, distribution of brochures,
sponsoring various shows & function should be increased to
increase awareness about HDFC Bank and its products and attract
customers.
Online trading of shares should be started for Demat A/c holders.
Service charges for non maintenance of AQB in savings account
should be decreased.
To demonstrate the use of direct banking channels (DBC) Like
ATM, phone banking, net banking,
Mobile banking to the customers to remove their queries and
problems regarding DBC.
For account opening and delivery of welcome kit, time should be
reduced.

The bank should provide for regular and frequent calls to their
profitable customers to retain clientele & to make them feel more
comfortable and attached to the bank (CRM)
HDFC Bank should also bring a new feature of CC (Cash credit)
limit.

LIMITATION OF THE STUDY

Due to constraints of time & resources the present study is likely to


suffer from certain limitations some of these are mentioned so that study
can be understood in a proper respective :
Area covered under the report is sample size was very small.
The research was carried out in a short period of 7-8 weeks as a
part of summer training. The project was completed within the
given time frame.
Some of the respondents of the survey were unwilling to give
information.
Sometimes wrong information was provided by respondents which
needed to be cross checked & verified.
Chances of biasness are there because of the use of convenient
sampling.
Some respondents were not available and thus needed data could
not be found.

It is fully computerized bank everything is centralized at there


Bombay Headquarter. Each & every formality is justified on the
request from Bombay Headquarter such as PIN request for ATM,
TIN for phone Banking using new cheque book, any problem in
account etc.

CONCLUSION

35% of respondents came to know about bank through friends


while 5% through marketing executives 10% through ads and
exhibitions.
40% of respondents contracted marketing executives for the first
time in the bank while 55% contracted directly HDFC Branch.
80% of respondents received introductory calls by the bank.
40% of respondents agreed that they interacted 2 times while
opening their account while 20% agreed that they interacted zero
and grater than 3 times respectively.
Special offer with the products played an important role while
opining an account as 30% respondents and credibility of bank to
which 20% of respondents agreed respectively while 15% of
respondents agreed operational staff and convincing power of
executives play important role.

Saving account is the most important product Next comes FD, then
current and lastly Demat.
Super saver scheme is the most popular scheme in FD.
Around 65% of respondents are able to maintain their AQB of
Rs.5000 in savings account.
80% of respondents are satisfied with their Demat A/c.
ATM facility is used the most among all direct banking channels
45% respondents agreed to this.
Lack of knowledge about DBC is the most important reason for
not using DBC. Also unawareness about them is the reason DBC
performance is rated as satisfactory.
HDFC Bank's performance is rated as satisfactory.
Executives have satisfactory knowledge about products.
55% of respondents faced no problem while maintaining their
account.
HDFC Bank is preferred the most because of higher returns and
better plans and services.

85% of respondents agree that private sector banks are better than
public sector banks.
Respondents require new facilities as bills pay, phone banking,
online trading of shares.

QUESTIONNAIRE
NAME

AGE

SEX

OCCUPATION

PHONE NO.

1.

How did you come to know about HDFC Bank?


Friends

2.

Marketing

Ads

HDFC Bank

No

How many times did you interact while opening an account?


Zero

5.

One

Two

Three

More than three

Which factor play an important role while opening an account?


Advertisement

Special Offers

Convincing power of executives


6.

Other

Did you receive any introductory call by the Bank?


Yes

4.

Other

Whom did you contact first is HDFC Bank?


Marketing Executives

3.

Exhibitions

Operational Staff
Credibility of bank

Which product do you use the most?


Saving Account

Current Account

FD

Others
7.

Which FD scheme is most popular?


FD

8.

Super saver a/c

Are you able to maintain AQB of Rs. 5000 in savings account?


Yes

9.

Sweep in account

No

Which of the following facilities Direct Banking Channels (DBC)


you avail the most?
ATM

Net Banking

Phone Banking

Mobile

Banking
10.

What are the causes for not using any of the Direct Banking
channels?

11.

Unawareness

Feel more secure while banking personally

Unsatisfied

Lack of knowledge about use

Others

How will you rate performance of direct banking channels you are
using?
Best

Good

Poor

Very Poor

Fair

12.

13.

14.

How would you rate clarify of products by executive in the bank?


Best

Good

Fair

Poor

Very Poor

How would you rate performance of HDFC bank?


Best

Good

Fair

Poor

Very Poor

Did you face any problems while maintaining your account at

bank?
If 'yes' please mention what problems you faced.
Yes
No
15.

16.

Why do you prefer HDFC Bank?


Better services

Better returns

Attractive Plans

Agent Known

Others

Do you think private sector banks are better than public sector
banks?
Yes

17.

No

What extra service would you like to avail from the bank?

______________________________________________________
______________________________________________________
___.
18.

Suggestion: ______________________________________________________
______________________________________________________
___.

PLACE:_________________
DATE:__________________

BIBLIOGRAPHY

Books:
Research Methodology

-By C.R. Kothari

Business Research and Methods

-By Donal R & Schindler, cooper

Marketing Management

-By Philip Kotler

Magazine:
Business Today
Business World

Annual Report of HDFC Bank


Manuals
Brochures
Websites
www.hdfcbank.com
www.indiainfoline.com