A

SUMMER INTERNSHIP

REPORT ON

NEW TO BANK (Acquisition)

Submitted in the partial fulfillment of the Degree requirement of

MASTER OF BUSINESS ADMINISTRATION (MBA)

SESSION (2018-20)

Submitted By:

Himanshi Vishnoi

MBA-(3rd sem)

Roll No. 1811670050

JAIPURIA INTITUTE OF MANAEMENT INDIRAPURAM

GHAZIABAD
Affiliated to
(AKTU)

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 STUDENT
DECLARATION

I hereby declare that the dissertation titled “New to bank- Acquisition at HDFC bank
vasundhara , Ghaziabad” is a record work of independent research work carried out by
me during the period of internship from 10th June 2019 to 31st July 2019, submitted in
partial fulfillment of the requirement of Degree of Masters of Business
Administration. This is an original work and has not been submitted to any other
University for any degree or diploma.

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 ACKNOWLEDGEMENT

The internship opportunity I had with HDFC Bank was a great chance for learning
and professional development. Therefore I consider myself as a lucky individual as I
was provided the opportunity to work with the biggest industry of banking sector to be
a part of it.

Bearing in my mind I am using this opportunity to express my deepest gratitude and a

special thanks to the BM of HDFC Bank of VASUNDHARA branch, who inspite of
being extraordinarily busy with their duties, took time out to hear, guide and keep me
on the correct path and allowing me to carry out my project at their esteemed
organization.

I express my deepest thanks to Mr. Bipin Dubey , Branch Manager for taking
part in useful decisions & giving necessary advices and guidance’s and arranged
all facilities to make life easier. I choose this moment to acknowledge his
contribution gratefully.

I perceive this opportunity as a big milestone in my career development. I will

strive to use gained skill and knowledge in the best possible way, and I will
continue to work on their improvement, in order to attain desired career
objectives.

Himanshi
Vishnoi

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S.NO TITLE PAGE
NO

1. INTRODUCTION
2. COMPANY PROFILE
3. DETAILS ABOUT THE PRODUCTS, SERVICE, MARKET
AND INDUSTRY
4. RESEARCH DESIGN
5. ANALYSIS AND INTERPRETATION
6. FINDINGS AND SUGGESTIONS

7. CONCLUSION

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CHAPTER-1

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 COMPANY PROFILE
1. HDFC Bank
2. Company Profile
3. Key Executives
4. Product and Customer Segments
5. Business Strategy
6. SWOT Analysis

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The Housing Development Finance Corporation Limited (HDFC) was
amongst the first to receive an ‘in principle' approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's
liberalization of the Indian Banking Industry in 1994. The bank was
incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
registered office in Mumbai, India. HDFC Bank commenced operations as a
Scheduled Commercial Bank in January 1995.

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

track record in India as well as in international markets. Since its inception in
1977, the Corporation has maintained a Consistent and healthy growth in its
operations to remain the market leader in mortgages. Its outstanding loan
portfolio covers well over a million dwelling units. HDFC has developed
significant expertise in retail mortgage loans to different market segments and
also has a large corporate client base for its housing related credit facilities.
With its experience in the financial markets, a strong market reputation, large
shareholder base and unique consumer franchise, HDFC was ideally
positioned to promote a bank in the Indian environment.

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

Class Indian Bank.” It realized that only a single minded focus on product
quality and service excellence would help us get there. Today, the Bank is
proud to say that it is well on its way towards that goal.

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 COMPANY PROFILE

HDFC bank ltd provides various financial products and services. It operates in
three segments: Retail Banking, Wholesale Banking, and Treasury. The Retail
banking segment provides various deposit products, including savings
Accounts, current accounts, fixed deposits, and demat accounts. It also offers
Auto, personal, commercial vehicle, home, gold, and educational loans; loans
Against securities and property and health care finance Working capital
finance, construction equipment finance, and warehouse Receipt loans, as well
as credit cards, debit cards, depository, investment Advisory, bill payments,
and transactional services. In addition, this segment Sells third party financial
products, such as mutual funds and insurance, as Well as distributes life and
general insurance products through its tie-ups with insurance companies and
mutual fund houses. The wholesale banking Segment provides loans, non-
fund facilities, and transaction services to large Corporate, emerging
corporate, small and medium enterprise, supply chain, Public sector
undertaking, central and state government departments, and Institutional
customers. It offers deposit and transaction banking products, Supply chain
financing, working capital and term finance, agricultural loans, and funded
non-funded treasury, and foreign exchange products. This segment’s services
include trade services, cash management, and money Market, custodial, tax
collection, and electronic banking. In addition, it provides correspondent bank
services to co-operative banks, private banks, foreign banks, and regional
rural banks. The Treasury Services segment operates primarily in areas, such
as foreign exchange, money market, interest rate trading, and Equities. As of
March 31, 2015 HDFC bank had a network of 4,014 branches And 11,766
automated teller machines in 2464 cities in India. The company was founded
in 1994 and is based in Mumbai, India.
As of March 31, 2009, the Bank’s distribution network was at 528 Branches and
1142 ATMs in 3295 cities as against 535 branches and 1,323 ATMs in 228 cities
as of March 31, 2006. Against the regulatory approvals for new branches in hand,
the Bank expects to further expand the branch network by around 150 branches by
June 30, 2008. During the year, the Bank stepped up retail customer acquisition
with deposit accounts increasing from million to 8.7 million and total cards issued
(debit and credit cards) increasing from 7 million to 9.2 million. Whilst credit
growth in the banking system slowed down to about
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22% for the year ended 2008-09, the Bank’s net advances grew by 35.1% with
retail advances growing by 38.6% and wholesale advances growing by 30%,
implying a higher market share in both segments.

The transactional banking business also registered healthy growth with cash
management volumes increased by around 80% and trade services volumes by
around 40% over the previous year. Portfolio quality as of March 31, 2008
remained healthy with gross nonperforming assets at 1.3% and net non-
performing assets at 0.4% of total customer assets.

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 KEY EXECUTIVES

Aditya Puri Managing Director

Kaizad Executive Director
Bharucha
Abhay Aima Group Head - Equities, Private Banking, Third Party Products, NRI &
International Consumer Business
Arvind Kapil Group Head - Unsecured Loans, Home, and Mortgage Loans
Arvind Vohra Group Head, Retail Branch Banking at HDFC Bank
Ashima Bhat Group Head - Finance, Administration & Infrastructure
Ashish Treasurer
Parthasarthy
Ashok Khanna Group Head- Vehicle Loans
Bhavesh Zaveri Country Head - Wholesale Banking Operations and Cash
Management Products
Chakrapani V Country Head - Internal Audit and Quality Initiatives Group
Jimmy Tata Chief Risk Officer
Munish Mittal Chief Information Officer
Nirav Shah Country Head - Emerging Corporates Group, Infrastructure Finance
Group & Rural Banking Group
Nitin Chugh Country Head - Digital Banking
Parag Rao Country Head - Card Payment Products, Merchant Acquiring Services
and Marketing
Rajesh Kumar Group Head, Co-Head - Retail Risk
Rakesh Singh Group Head - Investment Banking, Private Banking, Capital Markets,
and Financial Institutions at HDFC Bank.
Rahul Shukla Group Head - Corporate Banking & Business Banking at HDFC Bank

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Sashi Jagdhishan Chief Financial Officer
Vinay Razdan Chief Human Resources Officer (CHRO)

PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

 Auto Loan  Saving a/c  Mutual Fund

 Loan  Current a/c  Bonds
Again  Fixed deposit  Knowledge Centre
st Security  Demat a/c  Insurance
 Loan  Safe  General and
Again Depos Health
st Property it Lockers Insurance
 Personal loan  Equity and Derivatives
 Credit card  Mudra Gold Bar
 2-wheeler loan
 Commercial
vehicles
finance
 Home loans
 Retail
busine
ss banking
 Tractor loan
 Working
Capit
al Finance
 Construction
Equipment
Finance
 Health
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 Car
e Finance
 Education Loan
 Gold Loan

Cards Payment Services Access To Bank

 Credit Card  NetSafe  NetBanking

 Debit Card  Merchant  OneView
 Prepaid Card  Prepaid Refill  InstaAlert
 Billpay Mobile
 Visa Billpay Banking
 InstaPay  ATM
 Phone Banking

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-----------------------------  DirectPay  Email Statements
---  VisaMon  Branch Network
Forex Services ey
----------------------------- Transfer
---
 e–Monies
 Product &
Electronic
Services
Fund
 Trade Services
s Transfer
 Forex
 Online Payment
service
of Direct Tax
Branch
Locater
 RBI Guidelines

WHOLESALE BANKING

Corporate Small and Medium Financial Institutions

Enterprises and Trusts

 Funded  Funded Services BANKS

Services  Non Funded Services  Clearing Sub-
 Non  Specialized Services Membership
Funde  Value added services  RTGS – sub
d Services  Internet Banking membership
 Value  Fund Transfer
Adde  ATM Tie-ups
d Services  Corporate Salary a/c
 Internet  Tax Collection
Banking Financial

Institutions Mutual

Funds Stock

Brokers Insurance

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Companies

Commodities

Business Trusts

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BUSINESS STRATEGY

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking

themselves against international standards and best Practices in terms of
product offerings, technology, service levels, risk management and audit &
compliance. The objective is to build sound customer franchises across
distinct businesses so as to be a preferred provider of banking services for
target retail and wholesale customer segments, and to achieve a healthy
growth in profitability, consistent with the Bank's risk appetite. Bank is
committed to do this while ensuring the highest levels of ethical standards,
professional integrity, corporate governance and regulatory compliance.
Continue to develop new product and technology is the main business strategy
of the bank. Maintain good relation with the customers is the main and prime
objective of the bank.

HDFC BANK business strategy emphasizes the following:

 Increase market share in India’s expanding banking and financial

services industry by following a disciplined growth strategy focusing
on quality and not on quantity and delivering high quality customer
service.

 Leverage our technology platform and open scaleable systems to

deliver more products to more customers and to control operating costs.

 Maintain current high standards for asset quality through disciplined

credit risk management.

 Develop innovative products and services that attract the targeted

customers and address inefficiencies in the Indian financial sector.

 Continue to develop products and services that reduce bank’s cost of funds.

 Focus on high earnings growth with low volatility.

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SWOT ANALYSIS

STRENGTH WEAKNESSES

 Right strategy for the right  Some gaps in range for certain
products. sectors.

 Superior customer service vs.  Customer service staff needs

competitors. training.

 Great Brand Image  Processes and systems, etc

 Management cover insufficient.

 Products have required
accreditations.  Sectoral growth is
constrained by low
 High degree of customer unemployment levels and
competition for staff
satisfaction.

 Good place to work

 Lower response time with

efficient and effective service.

 Dedicated workforce aiming at

making a long-term career in
the field.

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 Opportunities Threats

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

 Could extend to overseas  Great risk involved

broadly.
 Very high competition
 New specialist applications.
prevailing in the industry.
 Could seek better customer  Vulnerable to reactive
deals.
attack by major competitors
 Fast-track career development
 Lack of infrastructure in rural
opportunities on an industry-
areas could constrain
wide basis.
investment.

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CHAPTER-2
RESEARCH
DESIGN

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RESEARCH DESIGN

Research design is the blue print of the proposed study. It represents the overall scheme of
the study. “A research design is a logical systematic planning and it helps directing a piece of
research.” Research design is the program that guides the investigator in the process of
collection, analysing and interpreting observations.

Title of the Study

“New to Bank- Acquisition”

Scope of the Study:

The study gives detailed information related to how the bank acquires customers,retains them
and strategies used by the employees at HDFC bank in order to generate business, and
convert leads into sales.

Objectives of the Study

 To know the strategies used by employees to acquire customers
 To know the best selling product of the bank
 To know the approaches used by the bank in order to generate leads and convert them
into sales (business).

Research
Methodology
Sources of
data
collection
Data has been collected from both primary and secondary data.
The methods through which data was collected are stated below:
Primary Data
Primary Data for the report was collected through:
 Information collected through well-structured questionnaire with a predefined number
of questions.
 Information collected by the means of personal interview with the employees.
 By taking the guidance from the organizational (bank mentor) guide and college
guide.

Secondary Data 23 | P a g e
Secondary Data was collected through:
 The information given in the form of literature by the organization, company’s
product brochures, reports, relevant documents.
 By referring textbooks, websites such as Wikipedia,Hdfc bank website and others, etc

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 Tools for the study:
In this research, the researcher has developed a “questionnaire” as a tool for collecting the
data, which is required for the research topic. Information is collected directly from the
officials/employees with the help of structured questionnaire.

Analysis
After collecting all the questionnaires and data from the manager, the collected data was
transferred to an excel sheet. The data relating to set objectives was then classified and was
graphically represented. From the proceeded data, the researcher could speak of the findings
and implementations as well as conclusion was derived.

Sample Size
I have taken into consideration 10 employees as respondents.

Sample Unit
The study was confined to HDFC bank ,Raj nagar, Ghaziabad.

Sample Procedure
Sampling design followed for this research was:
Deliberate Sampling Technique

Limitations of the Study

 The selected statistical tools which are relevant to the study were used, thus having
limited generalizability.
 Unavailability of employees as some were reluctant to fill up the questionnaire and
were busy so it was not possible to get the response from each of the employee.

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DATA INTERPRETATION
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 KEY FINDINGS

 Majority of the customers are aware of services and extra services offered by
HDFC Bank. But not all the services.
 The majority of the customers found services of the bank are average.
 Majority of the respondent said that they are facing the problem of timeliness and
rest are facing problem of customer relationship and infrastructure.
 The perception of the majority of the customer regarding the bank is good because
majority of the customers are satisfied with the bank and they also recommend the
products of the bank.
 Majority of the respondents are found the bank is average in maintaining the good
customer relationship.

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CONCLUSION

• At the end I would like to conclude that The Indian banking market is growing at
an astonishing rate. HDFC bank had a network of 4,014 branches And 11,766
automated teller machines in 2,464 cities in India.. The majority of customers are
satisfied. But the bank should target on the rest of the customers who are not
satisfied. The customers are aware about the bank’s services but the Bank should
try to create more awareness among people. HDFC Bank should lay more stress on
advertisements, both in print as well as in other media for this purpose. Number of
formalities should reduce, as customer feels irritated with lots of formalities and it
will save the time of customer and Bank also.

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