HDFC Digital

SGPC’s GURU NANAK INSTITUTE OF MANAGEMENT STUDIES
Matunga (E), Mumbai – 400 019
Summer Internship Project Report

“Study effect of digitalization at HDFC Bank.”
In the partial fulfillment of the Degree of
Masters of Management Studies (MMS)
Submitted By
Ms. Soans Rebecca Bonnie
MMS-A 53
Semester III &Specialization: Finance

Batch: 2018-20
Under the Guidance of
Company Guide
Mrs. Komal Kukreja
(Branch manager/ V.P, HDFC Bank)
Faculty Guide
Prof. Hema Deogharkar
Project Guide
2019-2020
SGPC’s GURU NANAK INSTITUTE OF MANAGEMENT STUDIES
Matunga (E), Mumbai – 400 019
CERTIFICATE
This is to certify that Ms. Rebecca Bonnie Soans a student of Class: MMS
A Semester: III bearing Roll No. 53 has successfully completed the project
titled, “Study effect of digitalization at HDFC Bank”, in the partial
fulfillment of the Degree of MMS.
Place: Mumbai
Date:
Name of the Project Guide: Prof. Hema Deogharkar

Signature of the Project Guide:
Signature Institutes Seal:

(Dr. D.Y. Patil)
Director
STUDENT DECLARATION
I hereby declare that the project titled “Study effect of digitalization at

HDFC Bank“is my own work conducted under the supervision of Prof.
Hema Deogharkar.
I further declare that no part in this project work has been plagiarized
without proper citations and has not formed the basis for the award of any
degree, diploma, associate ship, fellowship previously.
Name of Student: Rebecca Bonnie Soans
Signature of the Student:

ACKNOWLEDGEMENT
To list all the people who have supported and guided me to complete my project is a
difficult task for me as they are numerous.
I would like to acknowledge the following idealistic channels that showed a correct path
to complete my project.
This is my great privilege to thank the University of Mumbai for giving me the chance of
experiencing the corporate world and a chance to do this project.
I would like to thank my company mentor Mrs. Komal Kukreja (branch manager/ V.P.
of HDFC Bank) for guiding and helping me during the internship.
My sincere thanks to all the employees of HDFC Bank for helping me to know all the
aspects and working of the bank and also for helping me to complete my project.
I would like to thank my Director Dr. D. Y. Patil, for providing all the facilities required
or completion of the project.
This is a great opportunity to thank my project mentor Prof. Hema Deogharkar for
showing me the correct direction to complete my project successfully.
Lastly, I would like to thank my parents, peers, each and every person for supporting and
guiding me for completing my project effectively.
INDEX
SR. NO. TOPIC PAGE NO.
1. Executive Summary 1
2. Introduction 3
3. Industry Overview
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4. Company Overview 26
Project Details
 Objectives And Limitations Of The Project
6.  Methodology 43
 Source/S Of Data
 Data Collection Instrument
7. Data Analysis And Interpretation 45
8. Recommendations/Findings 78
9. Key Learning’s (Specific & General) 81
10. Conclusion 83
11. Bibliography 85
12. Annexure 87
14. Project Progress Report Duly Filled & Signed 94
15. Approved Project Synopsis 95

EXECUTIVE SUMMARY
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EXECUTIVE SUMMARY
There’s a new kind promise in the banking industry and possibly no better time than now
for transformation. Economic fundamentals are strong, the regulatory climate is
favorable, and transformation technologies are more readily accessible, powerful, and
economical than ever before. Digitalization, as we call it today, is sweeping across every
aspect of our daily lives in all possible ways. Right from gathering the news we find in
the newspapers every morning to the billing process at our neighborhood grocery shop, it
is digital technology that is making tasks faster and more accurate. Digitalization helps in
reducing cost and has helped in generating revenue through various channels.
The landscape of this digital age is rising because of innovations in e-communications, e-

commerce and ever increasing deployment of the internet to create economies based on
high technology, massive communication, knowledge creation and innovation. These
innovations are helping the business to grow and expand. Digitalization is also helping to
transform our life-style to the way we transact, interact and conduct business. Days are
gone when a customer did all of their business by visiting a branch. Today’s e-banking
has helped the customers to research products, open, use, transact, manage accounts,
resolve issues, and receive notifications’. Digitalization in banking sector has not only
brought revenues to the banks but also made a user friendly platform for the customers to
manage their investments. By developing digitalization, banks can provide enhanced
customer services. Banks in India are facing a radical change from “conventional banking
to convenience banking”. Today, there is need for ‘digital banking’ at a rapid pace.
Today the world is driven by technology and everything you need in touch away.
In this project, the study is to analyze the effect of digitalization in the banking industry
and specifically at HDFC Bank, and how it is affecting the industry as a whole. In order
to know how banks are making their customers aware of online banking process. The
study also indicates whether the customers are using online banking and are comfortable
using it. The study also shows the increase productivity of the employees after adopting
digitalization. It also shows that people are now transforming their way of banking from
traditional to digital banking.
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INTRODUCTION
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INTRODUCTION
1.1 Digitalization
Digitalization is the use of digital technologies to change a business model and provide
new revenue and value-producing opportunities. It is the process of moving to a digital
business.
Digitalization is the process of converting information into a digital (i.e. computer-

readable) format, in which the information is organized into bits. The result is the
representation of an object, image, sound, document or signal by generating a series of
numbers that describe a discrete set of its points or samples. The result is
called digital representation or, more specifically, a digital image, for the object,
and digital form, for the signal.
Digitization is of crucial importance to data processing, storage and transmission,

because it "allows information of all kinds in all formats to be carried with the same
efficiency and also intermingled”. This is why it is a favored way of preserving
information for many organizations around the world.
Digital technology is rapidly growing and will continue to grow. Thus every sector needs
to adopt the upcoming technology in order to compete in the economy. If India embraces
digitalization, it can help the economy to become a developed economy. In other words,
digitalization can be a stepping stone for India to compete globally. 55% of the startups
have already adopted digital transformation strategy. Reasons why to go digital
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1.2 Digital Banking in India
Digital banking is part of the broader context for the move to online banking, where
banking services are delivered over the internet. The shift from traditional to digital
banking has been gradual and remains ongoing, and is constituted by differing degrees of
banking service digitization. Digital banking involves high levels of process automation
and web-based services to deliver banking products and provide transactions. It provides
the ability for users to access financial data through desktop, mobile and ATM services.
A digital bank represents a virtual process that includes online banking. Digital banking
must encompass the front end that consumers see, the back end that bankers see through
their servers and admin control panels and middleware that connects these nodes. Digital
banking platforms must be user friendly, secured enough that maintains the privacy of the
transaction made by the customer. Digitalization is not an option for the bank. Every
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financial institution has to adopt digitalization in order to compete in the market and to
give customer experience.
1.3 Evolution of digital banking
The earliest forms of digital banking trace back to the advent of ATMs and cards
launched in the 1960s. As the internet emerged in the 1980s with early broadband, digital
networks began to connect retailers with suppliers and consumers to develop needs for
early online catalogues and inventory software systems.
By the 1990s the Internet emerged and online banking started becoming the norm. The
improvement of broadband and ecommerce systems in the early 2000s led to what
resembled the modern digital banking world today. The proliferation
of Smartphone’s through the next decade opened the door for transactions on the go
beyond ATM machines. Over 60% of consumers now use their Smartphone’s as the
preferred method for digital banking.
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The challenge for banks is now to facilitate demands that connect vendors with money
through channels determined by the consumer. This dynamic shapes the basis of
customer satisfaction, which can be nurtured with Customer Relationship
Management (CRM) software. Therefore, CRM must be integrated into a digital banking
system, since it provides means for banks to directly communicate with their customers.
There is a demand for end-to-end consistency and for services, optimized

on convenience and user experience. The market provides cross platform front ends,
enabling purchase decisions based on available technology such as mobile devices, with a
desktop or Smart TV at home. In order for banks to meet consumer demands, they need
to keep focusing on improving digital technology that
provides agility, scalability and efficiency.
The need for computerization was felt in the Indian banking sector in late 1980s, in order
to improve the customer service, book-keeping and MIS reporting. In 1988, Reserve
Bank of India set up a Committee on computerization in banks headed by Dr. C.
Rangarajan.
Banks began using Information Technology initially with the introduction of standalone
PCs and migrated to Local Area Network (LAN) connectivity. With further
advancement, banks adopted the Core Banking platform. Thus branch banking changed
to bank banking. Core Banking Solution (CBS) enabled banks to increase the comfort
feature to the customers as a promising step towards enhancing customer convenience
through anywhere and anytime banking. Different Core banking platforms such as
Finacle designed by Infosys, BaNCS by TCS, FLEXCUBE by i-flex, gained popularity.
The process of Computerization gained pace with the opening of the economy in 1991-
92. A major driver for this change was propelled by rising competition from private and
foreign banks. Several commercial banks started moving towards digital customer
services to remain competitive and relevant in the race.
Banks have benefitted in several ways by adopting newer technologies. E-banking has
resulted in reducing costs drastically and has helped generate revenue through various
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channels. As per last available information, the cost of a bank transaction on Branch
Banking is estimated to be in a range of Rs.70 to Rs.75 while it is around Rs.15 to Rs.16
on ATM, Rs.2 or less on Online Banking and Rs.1 or less on Mobile Banking. The
number of customer base has also increased because of the convenience in 'Anywhere
Banking'. Digitization has reduced human error. It is possible to access and analyze the
data anytime enabling a strong reporting system.
RBI has been a guiding force for the banks in forming regulations and giving
recommendations to achieve various objectives. Commercial Banks in India have moved
towards technology by way of Bank Mechanization and Automation with the
introduction to MICR based cheque processing, Electronic Funds transfer, Inter-
connectivity among bank Branches and implementation of ATM (Automated Teller
Machine) Channel have resulted in the convenience of anytime banking. Strong
initiatives have been taken by the Reserve Bank of India in strengthening the Payment
and Settlement systems in banks.
1.4 Current status in the Digital Space
Indian Government is aggressively promoting digital transactions. The launch of United

Payments Interface (UPI) and Bharat Interface for Money (BHIM) by National Payments
Corporation of India (NPCI) are significant steps for innovation in the Payment Systems
domain. UPI is a mobile interface where people can make instant funds transfer between
accounts in different banks on the basis of virtual address without mentioning the bank
account.
Today banks aim to provide fast, accurate and quality banking experience to their
customers. Today, the topmost agenda for all the banks in India is digitization.
According to the RBI Report in 2016-17 there are 2, 22,475 Automated Teller Machines
(ATMs) and 25, 29,141 Point of Sale devices (POS). Implementation of electronic
payment system such as NEFT (National Electronic Fund Transfer), ECS (Electronic
Clearing Service), RTGS (Real Time Gross Settlement), Cheque Truncation System,
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Mobile banking system, Debit cards, Credit Cards, Prepaid cards have all gained wide
acceptance in Indian banks. These are all remarkable landmarks in the digital revolution
in the banking sector. Online banking has changed the face of banking and brought about
a noteworthy transformation in the banking operations.
National Electronic Funds Transfer (NEFT) is the most commonly used electronic
payment method for transferring money from any bank branch to another bank in India. It
operates in half hourly batches. At present there are 23 settlements.
Real Time Gross Settlement (RTGS) is primarily used for high-value transactions which
are based on 'real time'. The minimum amount to be remitted through RTGS is Rupees
Two Lakhs. There is no upper limit. Immediate Payment Service (IMPS) is an instant
electronic funds transfer facility offered by National Payments Corporation of India
(NPCI) which is available 24 x 7.
1.5 Factors Affecting the Scope of Digital Banking
a. Education
A lack of knowledge about banking in itself is a hurdle for many. Also many parts of
India still struggle with a very low literacy rate. Many people don’t know how to use
computer. Thus illiteracy is a drawback for banks, as making an illiterate customer aware
about the online banking is a biggest challenge as the customer lacks in knowledge.
b. Fear
There are a number of unfounded fears individuals have about the use of the internet.
Cases of fraud are often blown out of proportion, and this adds to the fear factor, resulting
in a number of ill-informed customers being nervous to use digital banking.
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c. Training
There is much resistance from within the banking industry itself. Employees are not
trained in the use of innovative technology. They are unable to utilize different features
of digital banking and hence are wary about its implementation.
A study conducted in 2015 revealed that 47% of bankers see potential to improve
customer relationship through digital banking, 44% see it as a means to generate
competitive advantage, 32% as a channel for new customer acquisition. Only 16%
emphasized the potential for cost saving.
1.6 Major benefits of digital banking are:
 Business efficiency
Not only do digital platforms improve interaction with customers and deliver their needs
more quickly; they also provide methods for making internal functions more efficient.
While banks have been at the forefront of digital technology at the consumer end for
decades, they have not completely embraced all the benefits of middleware to accelerate
productivity.
 Cost savings
One of the keys for banks to cut costs is automated applications that replace redundant
manual labor. Traditional bank processing is costly, slow and prone to human error,
according to McKinsey & Company. Relying on people and paper also takes up office
space, which runs up energy and storage costs. Digital platforms can future reduces costs
through the synergies of more qualitative data and faster response to market changes.
 Increased accuracy
Traditional banks that rely mainly on paper processing can have an error rate of up to
40%, which requires reworking. Coupled with lack of IT integration between branch and
back office personnel, this problem reduces business efficiency. By simplifying the
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verification process, it's easier to implement IT solutions with business software, leading
to more accurate accounting. Financial accuracy is crucial for banks to comply with
government regulations.
 Improved competitiveness
Digital solutions help manage marketing lists, allowing banks to reach broader markets
and build closer relationships with tech savvy consumers. CRM platforms can track
customer history and provide quick access to email and other forms of online
communication. It's effective for executing customer rewards programs that can improve
loyalty and satisfaction.
 Greater agility
The use of automation can speed up both external and internal processes, both of which
can improve customer satisfaction. Following the collapse of financial markets in 2008,
an increased emphasis was placed on risk management. Instead of banks hiring and
training risk management professionals, it's possible for risk management software to
detect and respond to market changes more quickly than even seasoned professionals.
 Enhanced security
All businesses big or small face a growing number of cyber threats that can damage
reputations. In February 2016 the Internal Revenue Service announced it had been
hacked the previous year, as did several big tech companies. Banks can benefit from
extra layers of security to protect data.
1.7 Drawbacks of online banking
 Technology Issues
In many ways, an online bank is only as good as your — or their — internet connection.
If there’s a power outage, or if servers go down, you might not have any access to your
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account whatsoever. While some banks offer a phone number for customer service, it
might be overwhelmed if online access is down. With a real bank, you can always find
someone to talk to in the branch.
 Security Issues
While many online banks are reputable and well-established, sometimes it can be hard to
feel comfortable with a bank that doesn’t have a physical presence, particularly when
large sums of money are involved. There’s also the risk of identity theft — or actual theft
— if someone gains unauthorized access the account via a hacked or stolen password or
log-in credentials.
 Inefficient at Complex Transactions
Online banks might be able to transfer money between accounts or pay bills, but you
might be more comfortable with an international, bricks-and-mortar bank if you have
complex transactions. Worldwide, business-oriented banks like Chase have global
transaction capabilities, such as the ability to send payments to more than 35 different
currencies worldwide, that online banks might not be able to muster. Without a real-
world presence, most online banks can’t even offer the services of a notary public, which
require an in-person visit and necessary for most important financial transactions like
buying a home.
 No Relationship With Personal Banker
Over time, you can develop a relationship with a personal banker if you visit a traditional
bricks-and-mortar location. If you’re dealing with an online bank, on the other hand,
you’re typically handed off to an anonymous customer service agent who is unlikely to
know you from the next customer. If you’re really in a bind, financially speaking, having
a relationship with someone who can help and who knows you well can be a major
advantage over a strictly online banking relationship.
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INDUSTRY OVERVIEW
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INDUSTRY OVERVIEW
The banking sector is the section of the economy devoted to the holding of financial
assets for others, investing those financial assets as leverage to create more wealth and
the regulation of those activities by government agencies.
Banking can be defined as the business activity of accepting and safeguarding money
owned by other individuals and entities, and then lending out this money in order to earn
a profit. However, with the passage of time, the activities covered by banking business
have widened and now various other services are also offered by banks. The banking
services these days include issuance of debit and credit cards, providing safe custody of
valuable items, lockers, ATM services and online transfer of funds across the country /
world.
It is well said that banking plays a silent, yet crucial part in our day-to-day lives. The
banks perform financial intermediation by pooling savings and channelizing them into
investments through maturity and risk transformations, thereby keeping the economy’s
growth engine revving.
Banking business has done wonders for the world economy. The simple looking method
of accepting money deposits from savers and then lending the same money to borrowers,
banking activity encourages the flow of money to productive use and investments. This in
turn allows the economy to grow. In the absence of banking business, savings would sit
idle in our homes, the entrepreneurs would not be in a position to raise the money,
ordinary people dreaming for a new car or house would not be able to purchase cars or
houses.
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalized
and well- regulated. The financial and economic conditions in the country are far superior
to any other country in the world. Credit, market and liquidity risk studies suggest that
Indian banks are generally resilient and have withstood the global downturn well.
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Indian banking industry has recently witnessed the roll out of innovative banking models
like payments and small finance banks. RBI’s new measures may go a long way in
helping the restructuring of the domestic banking industry.
The digital payments system in India has evolved the most among 25 countries with
India’s Immediate Payment Service (IMPS) being the only system at level 5 in the Faster
Payments Innovation Index (FPII).
Sector composition
The above picture indicates that growth in terms of interest income of public sector banks
has decreased and it has increased for private sector banks and there is a constant growth
of foreign banks since last 6 years.
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Market Size
The Indian banking system consists of 27 public sector banks, 21 private sector banks, 49
foreign banks, 56 regional rural banks, 1,562 urban cooperative banks and 94,384 rural
cooperative banks, in addition to cooperative credit institutions. In FY07-18, total lending
increased at a CAGR of 10.94 per cent and total deposits increased at a CAGR of 11.66
per cent. India’s retail credit market is the fourth largest in the emerging countries. It
increased to US$ 281 billion on December 2017 from US$ 181 billion on December
2014.
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Investments/developments
Key investments and developments in India’s banking industry include:
 As of September 2018, the Government of India launched India Post Payments

Bank (IPPB) and has opened branches across 650 districts to achieve the objective
of financial inclusion.
 The total value of mergers and acquisition during 2017 in NBFC diversified
financial services and banking was US$ 2,564 billion, US$ 103 million and US$
79 million respectively.
 The biggest merger deal of FY17 was in the microfinance segment of IndusInd
Bank Limited and Bharat Financial Inclusion Limited of US$ 2.4 billion.
 In May 2018, total equity funding's of microfinance sector grew at the rate of
39.88 to Rs 96.31 billion (Rs 4.49 billion) in 2017-18 from Rs 68.85 billion (US$
1.03 billion) #.
Achievements
Following are the achievements of the government in the year 2017-18:
 To improve infrastructure in villages, 204,000 Point of Sale (PoS) terminals have

been sanctioned from the Financial Inclusion Fund by National Bank for
Agriculture & Rural Development (NABARD).
 Between December 2016 and March 2017, a major drive was undertaken to boost
use of debit cards, resulting in an increase in the number of Point of Sale (PoS)
terminals by an additional 1.25 million by 2017 end from 1.52 million as on
November 30, 2016.
 The number of total bank accounts opened under Pradhan Mantri Jan Dhan
Yojana (PMJDY) reached 333.8 million as on November 28, 2018.
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Government Initiatives
 As of September 2018, the Government of India has made the Pradhan Mantri Jan
Dhan Yojana (PMJDY) scheme an open ended scheme and has also added more
incentives.
 The Government of India is planning to inject Rs 42,000 crore (US$ 5.99 billion)
in the public sector banks by March 2019 and will infuse the next tranche of
recapitalization by mid- December 2018.
Road Ahead
Enhanced spending on infrastructure, speedy implementation of projects and continuation

of reforms are expected to provide further impetus to growth. All these factors suggest
that India’s banking sector is also poised for robust growth as the rapidly growing
business would turn to banks for their credit needs.
Also, the advancements in technology have brought the mobile and internet banking
services to the fore. The banking sector is laying greater emphasis on providing improved
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services to their clients and also upgrading their technology infrastructure, in order to
enhance the customer’s overall experience as well as give banks a competitive edge.
India’s digital lending stood at US$ 75 billion in FY18 and is estimated to reach US$ 1
trillion by FY2023 driven by the five-fold increase in the digital disbursements.
SWOT ANALYSIS OF BANKING INDUSTRY
1. STRENGHT
a. One of the oldest industries.
So long as humans have been alive, there have been forms of banking. Initially, it was a
bartering and exchange system, but now it’s much more than that. Banking teaches us the
value of money, gives us access to loans to reach our dreams, and provides a host of other
services related to credit cards, savings, and bonds.
b. A leader in economic growth.
It’s because of banking that we’ve seen such economic growth at home and worldwide.
Supply and demand have fostered this growth and also improved financial trade, financial
stability, and financial security. It’s also one factor behind increased employment and the
reduction of worldwide poverty.
c. Financial support after a crisis.
After experiencing a loss or natural calamity, the banking industry helps customers get
back on their feet. Insurance, investment, and loan options are to thank for this.
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d. Digital banking convenience.
It’s now easier than ever to do banking online. You can deposit your check, pay your
bills, and apply for a credit card without stepping foot into your bank’s branch. However,
for more “in-depth” services, you’ll likely still need to make an appointment with a
financial advisor. Some things are better handled in-person than electronically.
2. WEAKNESSES
a. Lack of worldwide coordination.
Because the banking industry handles finances, it’s a vulnerable industry. It also relies
heavily on the coordination of the economy, but this is a problem on a global scale.
Europe holds more than 50% of the global market. Should it face a recession, the rest of
the world (and banks) could suffer by proxy. Fluctuating currencies and exchange rates
can also be trouble for banks.
b. Old technology leads to vulnerabilities.
Many banks still use outdated IT infrastructure to host online services. For instance, some
banking websites don’t use case sensitive passwords or allow customers to put special
characters in passwords. This makes passwords extremely weak and easy for hackers to
brute-force into your accounts.
Considering it holds your life savings, most customers expect their banks to follow
updated policies, regulations, and infrastructure to keep their information protected. And
yet, it’s taking the banking industry too long to keep up with technological
advancements. Because of that, many banks suffer from digital vulnerabilities and
potential security bugs.
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c. No access to rural areas.
Rural regions don’t have access to banking services. Part of this is because of conflicts
between government objectives and banking objectives. Another reason for the lack of
access is because providing services to rural areas can be more trouble than it’s worth
financially.
3. OPPORTUNITIES
a. Move into rural regions.
As mentioned in the weaknesses section, the banking industry hasn’t approached rural
areas yet. It’s an opportunity to get more customers, but achieving such a move isn’t a
small feat. It may take dozens of years before this approach is successful.
b. Offer more or lose customers.
Banks should keep up with consumer demands and demographic changes. Having a
banking app isn’t enough — consumers (especially millennial) crave more options.
Providing what people want will require heavy research from banks. It will also require
segmenting customers to create custom-service options. For instance, what students
opening their first account needs will differ greatly from homeowners or business
owners.
If banks fail to address the demands and desires of customers, they’ll lose them. After all,
there’s always another bank they can easily go to.
4. THREATS
a. The biggest threat of all: recessions.
The biggest threat to any industry handling money is a recession. It’s the most critical
threat that can make or break a business. If small and big businesses fall, it’ll have a
direct consequence on the banking industry.
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b. Data breaches.
With banks offering more online options, it also increases the risk for data breaches.
People give other websites like invoicing companies (like PayPal) access to their bank to
receive and transfer money. If these companies have a breach, it gives hackers access to
personal bank accounts. Although there is nothing banks can do for breaches on other
websites they can make sure their own is heavily protected against hackers.
c. So much competition.
Banks have a ton of competition; not just with other banks, but with other alternative
finance companies. This includes mutual fund companies and insurance companies.
Millennial are especially receptive to getting financial services from fintech
companies rather than traditional banks.
MAJOR PLAYERS IN BANKING INDUSTRY
The Indian banking space is an exciting and dynamic one. Here is a list of the top 10
banking companies in the country, going by market capitalization
1. HDFC Bank
Going by market capitalization, HDFC Bank is the largest bank in India. Its market cap is
pegged at about INR 261,226.94 crore. As of end 2014, the bank boasted of a strong
network of 3,659 branches in 2,287 cities. To facilitate NRI banking, the bank also has
overseas branches in Bahrain, Hong Kong, Abu Dhabi, Kenya and Dubai. HDFC Bank
has over 11,633 ATMs and a customer base of over 28 million. It is also ranked 45th
among the top 50 banks of the world. Employing over 69,065 employees, HDFC Bank is
one of the strongest contenders in the private banking space.
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2. State Bank of India
With a market capitalization of about INR 216,128.73 crore, SBI is the second most-
valued bank in India It and is perhaps the most trusted one, being a state-owned bank.
The bank has a strong network of over 13,000 branches spread across the nation and has
about 190 foreign offices in 36 countries. Along with HDFC Bank, SBI also features
among the top 50 global banks (going by market capitalization). It is also one of the
largest employers in the country and provides employment to over 220,000 personnel.
SBI manages assets worth about USD 390 billion in all. (to be converted into INR----
otherwise inconsistent)
3. ICICI Bank Limited
ICICI Bank is the third largest entity in the Indian banking space, with a market
capitalization of INR 184,547.26 crore.ICICI Bank has a customer base of over 2.5
million and boasts of an extensive network of 4050 branches across the country. With
12,475 ATMs and assets worth USD 99 billion, the bank is currently celebrating 60 years
of existence. ICICI was formed as a World Bank initiative in 1955.The bank is
headquartered in Vadodara, Gujarat and has an international presence in 19 countries.
The bank’s employee strength was estimated at over 72,000 last year when it overtook
HDFC Bank in terms of people employed.
4. Axis Bank
With a market capitalization of about INR 134,685.68 crore, Axis Bank takes its place at
the fourth position among Indian banks. Founded in 1994 as UTI Bank, Axis Bank now
has a network of 2402 domestic branches and 12922 ATMs spread across the nation. The
bank also has seven international offices including the ones in Hong Kong, Singapore,
Colombo, Dubai, Abu Dhabi, and Shanghai. Axis Bank employs over 37,901 employees
and is reported to have net assets worth about USD 53 billion. Apart from retail banking,
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Axis Bank also operates in NRI Services, Investment banking and treasury operations
and corporate banking.
5. Kotak Mahindra Bank
Kotak Mahindra Bank, headed by Mr. Uday S Kotak, and with a market capitalization of
INR 109,631.60 crore comes next. Kotak Mahindra Bank is currently poised for a
spectacular growth due to an all-stock merger with ING Vysya Bank. Kotak Mahindra
shall now become the fourth largest private bank in the country in terms of the business
done.The combined banking company will now have a network of 1,214 branches across
the country. The bank is likely to have employee strength of about 30,000 after the
merger. The combined market capitalization is estimated to be about INR 1.25 lakh crore.
6. IndusInd Bank
Founded in 1994, Hinduja Group owned IndusInd Bank has a market capitalization of
about INR 50,100.41 crore. The bank employs over 15,500 employees and has a network
of 638 branches and 1238 ATMs across the country. With international offices in London
and Dubai, IndusInd Bank is known for its strong remittances business. The bank has an
exceptionally strong business base in Mumbai, Delhi, and Chennai.
7. Bank of Baroda
Bank of Baroda is another large PSU banking company in India with a market
capitalization of about INR 38601.08 crore. The bank is estimated to have over 5193
branches and 38,737 employees. With a significant presence in about 25 countries, the
Bank of Baroda balances out NRI services with rural and agricultural finance. The bank
is one of the major banking operators in India’s rural sectors.
24
8. Yes Bank
Yes Bank was incorporated in the year 2004 by Mr. Rana Kapoor and Mr. Ashok
Kapoor, and currently has a market capitalization of about INR 35,169.20 crore. With a
strong network of about over 630 branches in 375 cities, and with over 1150 ATMs
spread across the country, Yes Bank is among the fastest growing banks of India. The
bank employs about 12000 employees and has high ambitions for the years to come.
9. Punjab National Bank
Founded in 1894, Punjab National bank is one of the oldest banks in India. Unlike most
Indian banks that have their headquarters in Mumbai or Gujarat, the Punjab National
Bank has its headquarters in Delhi and has a market capitalization of about INR 30312.73
crore. Like other PSU banks, the bank has a major focus on agricultural and rural
financing but also has a widespread international presence. The bank has 8.9 crore
customers, 6081 branches in India and abroad and a network of 6940 ATMs spread
across the country.
10. Canara Bank
Canara Bank is another PSU that has made its mark in the Indian banking sector with a
market capitalization of about INR 18630.10 crore. Nationalized in 1976, the bank has a
network of about 3600 branches spread across the country. With 7599 ATMs, the bank is
among the first PSUs in the country to emphasize on e-banking and online services.
Apart from commercial banking, Canara Bank has also become a strong provider of
corporate banking services in India.
25
COMPANY OVERVIEW
26
HDFC BANK
Housing Development Finance Corporation
 INTRODUCTION
“A bank is a place that will lend you money only if you can prove that you don’t really need
it”. This famous quote by Bob Hope explores the funny side of banking. Above all, there’s
one statement about banks that don’t need any validation which is- Banks are the money
pumping factories of an economy, the pillars of an economy.
 Incorporation Year: 1994
 Ownership Group: HDFC Group
 Headquarter: Mumbai, Maharashtra, India
 Chairman: Deepak S. Parekh
 Present Head(MD): Aditya Puri
 Chief Financial Officer: Sashidhar Jagdishan
27
 WHY INVEST IN HDFC?
1. WELL POSITIONED ACROSS INDIA’S GDP SPECTRUM
PRIVATE CONSUMPTION INVESTMENT
 Well positioned in  Term Loans for Brownfield and

urban and rural markets. Greenfield capex
 Leading player across retail loan  Loan syndication, debt capital

categories. Markets
 Focus on working capital  Leading working capital

finance and trade services. banker to capital goods
manufacturers
 Project financing -
manufacturing, infrastructure
GOVERNMENT
 Large tax collector for the

Government of India.
 Significant provider of cash

management services for
public sector and semi
government undertakings.
 E-enabling public services.
28
2. WIDE RANGE OF PRODUCTSANDCUSTOMER SEGMENTS
RETAIL BANKING PRODUCTS
LOAN PRODUCTS DEPOSIT PRODUCTS

 Auto Loan  Savings accounts
 Personal loans  Current accounts
 Home loans / Mortgages  Fixed /Recurring

deposits
 Commercial Vehicles
Finance  Corporate salary
accounts
 Retail Business Banking
 Escrow accounts
 Credit Cards
 Loans against gold
 2-Wheeler / Consumer
durable loans
 Construction equipment
finance
 Loan against securities
 Agri and tractor loans
 Education loans
 Self help group loans
 Joint liability group

loans
 Kisan gold card
29
WHOLESALE BANKING PRODUCTS
COMMERCIAL TRANSACTIONAL INVESTMENT

BANKING BANKING BANKING
 Working capital  Cash management  Debt capital
markets
 Term loans  Custodial services
 Equity capital
 Bill / Invoice  Clearing bank services markets
discounting
 Correspondent  Project finance
 Forex and Derivatives banking
 M&A and advisory
 Wholesale deposits  Tax collections
 Letters of credit  Banker to public issues
 Guarantees
TREASURY PRODUCTS
PRODUCTS/ SEGMENTS OTHER FUNCTIONS
 Foreign exchange  Asset liability

management
 Debt securities
 Statutory reserve
 Derivatives management
 Equities
30
OTHER PRODUCT/ SERVICES KEY SEGMENTS
 Depository accounts  Large corporate
 Mutual fund sales  Emerging corporates
 Private banking  Financial institutions
 Insurance sales(life, general)  Government /PSUs
 Non-resident Indian (NRI)  Business banking /SME

services
 Supply chain (suppliers and
 Bill payment services dealers)
 Point of sale (POS) Terminals  Agriculture
 Debit cards  Commodities
 Foreign exchange services
 Broking (HDFC Securities Ltd)
3. BUSINESS MIX
Over 90% of net revenues Well balanced loan mix

from customer segments between wholesale and
retail segments
Large retail deposit

Equally well positioned
franchise- a source of
to grow both segments
stable funding
31
4. STRONG DISTRIBUTION NETWORK
BRANCH CLASSIFICATION AS
PER MARCH 2019
 53% of total banking outlets in

semi-urban and rural locations.
 All branches are linked online.
 19% banking outlets in urban

locations.
 28% banking outlets in metro

locations.
 Customer base of over 49

million.
Mar'16 Mar'17 Mar'18 Mar'19
4,520 4,715 4,787 5,103
Banking
Outlets
2,587 2,657 2,691 2,748
Cities
32
5. LEVERAGING TECHNOLOGY
 % OF CUSTOMER INITIATED TRANSACTION BY CHANNELS
IN 2009
12%
19%
Branches
ATM
29%
Phone
banking
40%
Internet
banking
IN 2019
3% 2%
1%
Branches
ATM
Phone banking
Internet and
94% mobile banking
33
 DIGITAL TRANSFORMATION
34
 REIMAGING THE CUSTOMER EXPERIENCE
1. DIGITAL SAVING
 Dream Deposits
 Smart Account Opening
 Online PPF / SSA
2. DIGITAL PAYING
 PayZApp
 UPI
 SmartHub
 DigiPoS
 Samsung Pay
 Missed Call Commerce
 Virtual Credit Card
 Commercial Payment Solutions POS / Payment Gateway
3. DIGITAL BORROWING
 10-Sec Personal Loan
 Digital Loan against Securities Zip Drive
 Quick Money / Paisa Loan Assist
 Vaahan Gyan
 Digital SME Bank
 Consumer Finance
35
AWARENESS ACTIVITY DONE IN BANK FOR
PROMOTING DIGITALIZATION WITHIN SENIOR
CITIZENS
 Senior citizen customers where invited for the event
 In this event, the employees educated the customers how to use the digital apps of
HDFC BANK.
 It was a fun event where in the bank conducted games and arranged some snacks
for them.
36
37
 DIGITAL PRODUCTS IN HDFC
In keeping wit h the Bank's 'Go Digital' proposit ion an d 'Bank aapki mutthi
mein' offering, the Digital Transformat ion and Mobilit y Banking (DTMB)
unit was founded in July 2014 wit h a view to posit ioning HDFC Bank at the
forefront of digital innovat ions. The DTH team is headed by Rajnish Khare,
under the leadership of Nit in Chugh, Country Head of Digital Banking. The
team is working on advancing HDFC Bank's digit al innovat ions in the digital,
mobile, new-age technologies and social space. The key to this is the
constant evaluat ion of global best practices in the banking domain and the
feasibilit y of their use in the Bank.
 Digital banking products
Wit h t he Digit al Transformat ion and Mobilit y Banking (DTMB) team at the
forefront, HDFC Bank has launched a host of highly successful digital
banking products. These include 30-minute paper-less Auto Loans using
Biometric technology, 10-second Personal Loan on Net Banking, PayZApp,
Chillr, LITE App, Missed Call Recharge, Instant loans at ATM and the
recent ly introduced Robotic Assistant (IRA) at HDFC Bank branches.
This is in addit ion to HDFC Bank’s powerful Net Banking portal and Mobile
Banking app which allows customers to perform over 205 and 90 different
types of transact ions respect ively. These innovat ions were recent ly
recognized at the prest igious IBA Banking Technology Awards
 Digital Innovation Summit - Engaging the Fintech Ecosystem
In order to create a plat form to encourage innovat ion in the Financia l

Technology (Fintech) space, HDFC Bank also holds a Digital Innovat ion
Summit. This init iat ive is a part of the Bank’s strategic focus on simplifying
the lives of customers by using technology as an enabler. Its vision is to
embrace the wave of disrupt ive innovat ion in the Fintech space in the country
and create a platform to nurture the spirit of innovat ion and enterprise. Our
38
object ive is to interface wit h Fint ech and new age technology companies and
start-ups in the BFSI domain, whilst exploring new and disrupt ive ideas tha t
fit into the overall object ive of simplifying our customer's lives.
 Humanoid Robot IRA
HDFC Bank has recent ly launched the first "Humanoid" in the domest ic
banking space. The human-sized robot IRA will be deployed at a cit y branch
very soon. The robot will act as an assistant to augment exist ing services that
are being offered in the branches.
 HDFC Bank OnChat
A first of its kind solut ion provided by any Bank in India, HDFC Bank
OnChat lets you chat on Face book messenger to avail services like bill
payments, travel bookings, event bookings, etc. You just need to chat with
'HDFC Bank OnChat' to complete any transact ion. It understands the user’s
intent in English as well as Hinglish and does not need specific commands as
it is built on an intuit ive Natural Language Processing (NLP) based Art ificia l
Intelligence(AI) plat form. It is a one-stop solut ion for all your requirements,
so there is no need to download mult iple apps for your daily needs. HDFC
Bank OnChat has won recognit ion from award forums like Asia n Banking
Federat ion, etc.
 Automating candidate interview process
HDFC Bank has launched an innovat ive interview plat form that uses
analyt ics, AI and ML to conduct video based assessments and enables digital
interviewing to screen and select talent. The solut ion provides a
comprehensive tool using mult iple aspects for decision -making by analyzing
a candidate’s resume content as per the hiring manager's requirement. The
project has been globally recognized by platforms like Asian Banker Summit
and the Employee Engagement Achievers Awards.
39
 Social Sher
Social Sher is an award winning Social Media Brand Ambassador Programme

launched by HDFC Bank for employees to become online brand promoters of
HDFC Bank’s products & services. The object ive of the programme i s to
equip and encourage employees to share the bank’s promotional content with
their social network. Social Sher plat form can link to mult iple social media
channels and help in ident ifying key employee advocates, thereby, creat ing a
culture of passion where employees spread HDFC Bank’s communicat ion and
products with their personal social networks, in turn helping the brand drive
awareness
 HDFC Bank EVA Chatbot
Voted as India's smartest Chatbot, EVA is a chat based solut ion on the HDFC
Bank websit e (www.hdfcbank.com) that enables the bank to solve basic
customer queries instant ly; thereby eradicat ing human intervent ion. EVA
works on Artificial Intelligence technology and has natural language
capabilit ies that determine the correct taxonomy of the user’s input; pairing
this wit h cognit ive learning capabilit ies that extract, understand, and act upon
user queries and sales.
 HDFC Bank Easy Keys
A new and easy way of banking, Easy Keys is a digital offering from HDFC
Bank that lets you do banking transact ions using your Android smart phone’s
keyboard wit hout the need for switching between Apps. Wit h HDFC Bank
Easy Keys, users can check their account balance, transfer funds, recharge
mobile / DTH, pay bills securely wit hout switching apps while cont inuing to
send emails or chatting across plat forms such as social media Apps, SMS
App, Email Apps, etc. It is the first alphanumeric and transact ional keypad
being offered by an Indian bank, thereby making it innovat ive. Unlike other
keypads, it allows users to not only do banking transact ions, but also use it as
a by default keypad for typing purpose.
40
 Snap & Search on Vahan Gyan App
Today’s consumers want instant informat ion – and this is undoubtedly t he

case when they’re shopping for a new car. Wit h t his in mind, HDFC Bank has
launched a feature “Snap & Search” on the Bank’s Vahan Gyan App which
enables users to quickly find out how much a loan would be for a specific
make or model and what are the EMI opt ions available for each variant &
model. All the user needs to do is click or upload a picture of a car of his
choice and the app will display informat ion such as car name, price range,
variants, specificat ions, offers, user reviews and EMI options. This featu re
also marks HDFC Bank’s foray is the field of Augmented Realit y by giving
the users a digital feel of the physical world. Current ly the feature is
available only on t he employee app for searches based on live car images or
high resolut ion car pictures and will soon be launched for the customers
through the bank’s Autopedia App.
 Missed Call Recharge
A first in Industry Innovat ion by HDFC Bank, Missed Call Recharge allows a
customer to recharge a prepaid mobile phone by simply giving a missed call
to a dedicated number! There’s no need to visit any shop, or download an app
– all you need to do, is save 73 08 08 08 08 on your phone and give a missed
call whenever you want to recharge your phone! What’s more – you can
connect your family or friend’s mobile numbers to your account and allow
them to recharge their phone easily too! The service is available 24x7 and
works for a smart phone as well as a featured phone.
41
6. FINANCIAL HIGHLIGHTS
EARNING PER SHARE
78.6
80 67.8
57.2
48.8
17.0
40
0
2015 2016 2017 2018 2019
 The net profit of the bank is rising tremendously from 2015 to 2019.The return on
assets of the bank has decreased from 2.0% to 1.90% from 2015 to 2019
respectively.
 Market leader in credit cards – 12.5 mn
 Over 80% of new credit cards issued to existing customers
 Merchant acquiring – over 490,000 pos terminals
 Leading provider of payment gateway services
 Gross advances increased by 17.1% to 8,378 BN
 Net profit up by 21.0% to 55.68 BN
 Deposits up by 18.5% to 9,546 BN
 Gross NPA / gross advances at 1.40% and Net NPA / net advances at 0.4%
 Core net interest margin at 4.3%
 Core cost-to-income ratio at39.4%
 Capital adequacy ratio (CAR)* - total 16.9% of which tier I at 15.6%.
42
PROJECT DETIALS
43
PROJECT DETAILS
1. OBJECTIVES AND LIMITATIONS OF THE PROJECT :
Objectives:-
a. To understand evolution of digitalization in banking sector

b. To study the effect of digitalization in banking industry
c. To know the pros and cons of digitalization in bank
d. To analysis changes in traditional banking and modern banking practices.
Limitations:-
a. Less time ( 2 Months)

b. Data collection from customer.
2. METHODOLOGY TO BE USED:
a. Data collection : Primary Data

b. Method: Interview and discussion, observation.
3. SOURCES OF DATA:
a. Sources of Primary Data: Survey (44 employees and random 86 people)

b. Sources of Secondary Data: Online data and company’s website for product
information
4. DATA COLLECTION INSTRUMENT: Questionnaire
44
DATA ANALYSIS
AND
INTERPRETATION
45
DATA ANALYSIS OF EMPLOYEE’S SURVEY
Q1. GENDER
Gender
41% MALE
FEMALE
59%
ANALYSIS
The above graph shows that out of 44 respondents 41% are female and
59% are male respondents.
INTERPRETATION
From the above analysis we can say that the sample size of male
employees is more than female employees.
46
Q2. CATEGORY OF JOB
Position of the employee
21% Presonal banker

25%
Relationship manager
Personal banker authoriser
Sales force
11%
Operational head
5% Teller
27% Others
9%
2%
ANALYSIS
The above chart shows that 25% of the respondents are hold a position of personal
banker, 27% are relationship manager, 11% are tellers, 9% are the sales force, 5% are the
operational head,2% are the personal banker authorizer and 21% include others i.e.
relationship head, demat account department.
INTERPRETATION
From the above analysis we can say that the ratio of respondents of relationship manager
is more than personal banker, teller, personal banker authorizer, operational head, sales
force, and others. This means that the bank has more relationship manager as the bank
holds more of high profile banking customers.
47
Q3. WHICH IS MORE RELIABLE FOR YOU?
o Traditional banking
o Online banking
Traditional Vs Online
9%
Traditional
banking
Online
banking
91%
ANALYSIS
The above diagram shows that 91% of respondent’s support online banking and 9%
support traditional banking.
INTERPRETATION
From the above analysis, we can say that due to emergence of digitalization in banking
industry has converted the banking from traditional to online. Major part of the
respondents that is 91% relies on online banking which helps them to work properly and
effectively. The rest 9% still believe to do banking in traditional way as many employees
deal with majority of senior citizen. Senior citizens have no knowledge of how to use
online banking.
48
Q4. WHAT WAS THE REASON BEHIND INTRODUCTION OF INTERNET
BANKING?
o Because of competition from foreign banks

o Man power shortage
o Qualitative customer service
o Faster transaction and saving time
o All of the above
Reason behind introduction of internet

banking
2%
Because of competition
from foreign banks
Man power shortage
41% Qualitative customer

service
57% Faster transaction and
saving time
All of the above
ANALYSIS
The above chart shows that the reasons behind introduction of internet banking are for
providing qualitative customer service (2%), its faster and time saving (41%) and rest
51% think that all the four reasons listed are responsible for introduction of online
banking.
49
INTERPRETATION
From the above analysis we can say that evolution of digital banking came into existence
because of competition within the industry and also to give customer experience.
Introduction of digital banking has not only helped the bank to grow but also to provide
faster transaction to the customers.
Q5. TO WHAT EXTENT DO YOU AGREE WITH THE FOLLOWING

STATEMENT?(INTERNET BANKING)
(STRONGLY AGREE, AGREE, NEUTRAL, DISAGREE, STRONGLY

DISAGREE)
o Helped in reducing work stress

o Helped in reducing chaos and confusions
o Helped to do routine work more efficiently
o Increased interest in work
o Increased level of motivation
o Increased level of job satisfaction
50
Level of satisfaction
STRONGLY AGREE AGREE NEUTRAL
DISAGREE STRONGLY DISAGREE
27
23
22 21 21 21
19
16 17
16 17
12
8 7
5 6
1 0 0 1 1 0 0 0 1 0 1 0 1 0
Helped in Helped in Helped to do Increased Increased level Increased level

reducing work reducing chaos routine work interest in of motivation of job
stress and confusions more work satisfaction
effeciently
ANALYSIS AND INTERPRETATION OF STATEMENT 1:

According to the above chart, analyzing the data of statement 1 we can observe that 22
employees strongly agree, 21 agree, 1 neutral and 0 employee disagree. Online banking
has reduced the workload of the employees as it is time saving and can have a proper
work-life balance. As the user friendly platform made by the bank is convenient to use.

From the above chart analyzing the data of statement 2, 16 of the 44 employees strongly
agree, 21 agree, 5 neutral, 1 disagrees and 1 strongly disagrees. According to the above
mention data many employees agree that online banking has helped them to reduce chaos
and confusions as the platform of internet banking do not require much effort. If in case
there is a fraud case, it becomes convenient for the banker to find how the fraud has
occurred.
51
In the above chart, the satisfaction level of the employees is as follows: 27 employees
strongly agree, 17 are agreeing that online banking has made their routine work simple
and easy. One of the reasons of introduction of digitalization in bank is to increase the
productivity level of the employees. Through e-banking the work can be done in an
effective and efficient manner.

Analyzing the above data, 16 employees strongly agree, 21agrees, 6 are neutral, 1
disagrees that online banking creates interest of the employee to do work. Majority of the
employees gain their interest because online banking requires fewer efforts and results in
productive outcome. The rest 1% of the employees don’t agree due to less knowledge of
how e-banking is operated.

From the above diagram, we can analyze that 12 employees strongly agree, 23 employees
agree, 8 are neutral and 1 disagrees to the statement that online banking has motivated
them to work hard. Software like flex cube helps the employee while doing is job as on
2or 3 clicks the customers whole information reflects on the screen. The negative part of
it is the bank trained and skilled employees to handle the software.

From the above data, 17 employees strongly agree ,19 agrees, 7 are having neutral
opinion and 1 employee disagrees to the statement that digital banking has increased
level of job satisfaction. As e-banking does not require much efforts but full knowledge
of how to operate it is required. Convince is the major advantage for the employees
because less paper work will be done. While interacting with the customer the banker can
convince him with the better products.
The level of satisfaction of above statements indicates that online banking takes les
efforts, is convenient to use, it builds better customer relationship, increases productivity
level.
52
Q6. HAS ONLINE BANKING HELPED YOU TO EASILY DEAL WITH THE
CUSTOMER?
o Yes
o No
o Maybe
Easy communication with customers with the

help of online banking
14%
YES
NO
MAYBE
86%
ANALYSIS
From the above chart, the data shows that 86% of the employees agree that online
banking helps them to easily communicate with their customers while they rest 14% of
employees have feeling that online banking has not much befitted them.
INTERPRETATION
The majority of the employees finding online banking appealing as they have the
required knowledge and skill set of how to operate the technology and also the banker
53
can immediately tell the customers the offers he is having on is account. And the rest
14% find difficult because of improper training of how to use the software of the
banking.

STATEMENT?

DISAGREE)
o Your bank uses the web as a tool to improve customer relationship

o Internet helps you to identify profitable customers
o Internet banking customers carry out more transactions than traditional customers
o Internet banking can help to offer more complete products of an equivalent
quality with lower costs to more potential customers
o Internet banking is helpful in product offerings
30
27
25 24
23
21
20 19
17 17
16
15 14
12
10
7
6
5
5 4
3
2
1 1 1
0 0 0 0 0 0
0
STATEMENT STATEMENT NO. STATEMENT NO. STATEMENT STATEMENT NO.
NO.1 2 3 NO.4 5
STRONGLY AGREE AGREE NEUTRAL

DISAGREE STRONGLY DISAGREE
54
ANALYSIS AND INTERPRETATION OF STATEMENT NO.1: Your bank uses
the web as a tool to improve customer relationship
From the about chart we can interpret that 27 of the employees strongly agree with the
statement, 14 employees agree with the statement, one employee is neutral about this and
2 employees disagree. Majority of the employees agree to the statement because the main
motive of introducing digitalization in banking industry was to give customer experience
and engagement. For a business to grow it is necessary that the customers are happy with
the services they get.
ANALYSIS AND INTERPRETATION OF STATEMENT NO.2: Internet helps you

to identify profitable customers
From the about chart 12 employees strongly agree to this statement, 24 employees agree
to the statement, 7 employees have neutral opinion and 1 employee disagrees with the
statement. It becomes easy for the employee to check the fund that the customer has in
the account by using the software that the bank provides, but the employees cannot make
any changes they just can see the funds in the customer and advise them to invest more.
Some employees do not agree with this statement because Sales force employees they are
not allowed or they are not given the access to visit any customer’s account status.
ANALYSIS AND INTERPRETATION OF STATEMENT NO.3: Internet banking

customers carry out more transactions then traditional customers
From the about chart we can analyze that 19 employees strongly agree with this statement
,17 employees agree with the statement ,5 employees have a neutral opinion ,3 employees
disagree with this statement .according to the view of the employees customers carry out
more of internet banking transactions because they are faster and does not take much
time. The transactions can be done within few minutes and with security that it goes to
the proper account. Some employees do not agree because the bank also holds some part
of senior citizens, as they are not having much knowledge about internet and they usually
visit branch every time whenever they want to make a transaction or a transfer.
55
can help to of more complete products of an equivalent quality with lower cost to
more potential customers
From the above chart, 16 people strongly agree with this statement, 23 employees agree
with this statement, 4 employees have neutral opinion and 1 employee disagrees with the
statement. the employees who agree with the statement feels that if the payment is done
through a digital platform that is through internet banking the customers can avail cash
back and discount offers that is they can do the same transaction with the same quality
but they can have a discount for example there is a 5% cash back if the transaction or the
payment is done through PayZApp.

is helpful in product offerings.
From the above chart we can integrate that 21 employees strongly agree with the
statement, 17 employees agree with the statement and 6 employees have a neutral
opinion. through online banking the employees get to know what are the of product offers
that the customer has on its account accordingly he can help to offer the right product to
the right customer by convincing him the benefits and the drawbacks of the product .for
example if the customer has a offer of credit card in his account then he can avail that
credit card without submitting any documents to the bank.
56
Q8. RESPONSES REGARDING THE STATEMENT, "THERE IS A
DOWNSIZING OF EMPLOYEES DUE TO THE EMERGING TECHNOLOGY
BUT EFFICIENCY IN TERMS OF PRODUCTIVITY HAS INCREASED"
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly agree
2%
11%
STRONGLY AGREE
AGREE
21%
NEUTRAL
48%
DISAGREE
STRONGLY DISAGREE
18%
ANALYSIS
From the above chart, 48% of the employees agree, 2% strongly agree, 18% are neutral,
21% disagrees and the rest 11% strongly disagree to the statement that online banking is
resulting in downsizing of employees in the organization.
57
INTERPRETATION
Majority of the employees feel that due to the emergence of technology is reducing the
number of employees from the organization. This is because; company now a day is
looking for new software’s to get work done. But on the other side, it skilled people and
well knowledge of the software people would be hired but in a small ratio. Thus,
employees should update themselves in order to stay in the organization.
Q9. HOW SATISFIED ARE YOU WITH WORKING THROUGH E-CHANNELS?
o Highly satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly dissatisfied
Level of satisfaction by working through

e-channels
2%
Highly satisfied
Satisfied
41%
Neutral
Dissatisfied
57%
Highly disssatisfied
58
ANALYSIS
From the above chart, we analyze that the level of satisfaction of the employees working
with e-channels is having a positive result. 41% are highly satisfied, 57% are satisfied,
and 2% are neutral.
INTERPRETATION
The level of satisfaction of the employees id very high as the e-channel made by the bank
is very convenient, user friendly, secured enough to carry the transaction, updated as per
new technology, makes easy for the employees to deal with the customers, maintains a
good repo with the customers, increases the productivity, online banking is time saving
for the employees.
Q10. THE TECHNOLOGY I WORK WITH (PLEASE RANK (1234) THESE IN

ORDER OF PRIORITY)
o Enables to do my work effectively

o Is user friendly
o Enables me to contact customers easily when i need to
o Is flexible enough for me to make adjustments according to customer needs
59
Ranking
25
20
20 18
17
15 1
15 14
13 13
12 2
11 11
10 9
3
6
5 5 5 4
5
2
0
STATEMENT STATEMENT STATEMENT STATEMENT
NO.1 NO.2 NO.3 NO. 4
ANALYSIS
From the above chart, we can identify that majority of the employees ranked statement
no.1 the 1st priority, followed by statement no. 2 on the 2nd priority, then statement no. 3
on the 3rd rank and at last the fourth statement is the 4th priority.
INTERPRETATION
According to the data received the technology that the employees work with is very user
friendly and not much complicated. It helps the employees to do their work on time and
effectively. Banker has a portfolio to be taken care of so online banking helps the
employees to handle this portfolio by showing the current status of the customer. If the
customer has enough funds then he can advice the customer to invest those funds. Many
employees have kept the statement no. 4 on the last priority because employees don’t
have the access to make any changes the account of the customer without the consent of
the customer. If the customer wants some changes then he needs to follow the procedure.
60
DATA ANALYSIS OF CUSTOMER’S SURVEY
Q1. GENDER:
o Male
o Female
Gender
1%
40% MALE
FEMALE
59% OTHER
ANALYSIS
From the above chart, we can identify that 59% are female customers, 40% are male
customers and 1% belong to other.
INTERPRETATION
From the above data, the female respondents are dominating the male respondent that
means the proportion of female is more.
61
Q2. AGE
o 18 - 25 years
o 26 - 30 years
o 31 - 40 years
o 41 - 50 years
o 51 - 60 years
o Above 60 years
Age of respondents
80.00% 75.60%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
9.30% 11.60% 11.60%
10.00%
2.30% 0.00%
0.00%
18-25 years 26-30 years 31-40 years 41-50 years 51-60 years above 60
years
ANALYSIS
The above graph indicates that, 75.60% of respondents belong in the category of 18-25
years of age group, 9.30% belong in 26-30years, 2.30% in 31-40 years, 11.60% in 41-50
years, 11.60% in 51-60 years and no respondents from the age group of above 60 years.
INTERPRETATION
From the above data we can say that the majority response is coming from the age group
of 18-25 years. The motive of selecting this sample of respondent’s is because this age
group has knowledge about online banking.
62
Q3. WHICH ATTRIBUTE OF THE BANK DO YOU VALUE THE MOST?
o Quality of service
o Technology used
o Trust
o Location
o All the above
Most valued attribute of bank
29% Quality of service
Technology used
48%
Trust
Location
10% All of the above
8%
5%
ANALYSIS
The above charts shows that which attribute of bank is valued the most when it comes to
banking. 29% respondents say quality of service, 10% say technology,8% say trust ,5%
say location of the bank and majority that is 48% of respondents say all the attribute are
kept in mind while banking.
63
INTERPRETATION
While banking customer ensure that the location of the bank is nearest to their house so
that the travelling time is saved, customers get attracted to the quality of service they get
from the bank, if customer has a trust that their money is safe with the bank the customer
will tend invest more in the banking. Technology now a day is playing a vital role in the
banking industry as customer requires easy banking without visiting the branch. This
entire attribute if fulfilled then customers will do more of investments.
Q4. WHICH FACTOR PROMOTES YOU TO USE THE NEW TECHNIQUES IN

BANKING?
o Reduced time of transaction

o Cost effectiveness
o Ease to use
o Technology savvy
Reason for using new techniques of banking
13%
Reduction time of
transaction
Cost effectiveness
49%
Ease to use
31%
Technology savy
7%
64
ANALYSIS
From the about chat we can interpret the factors that promotes the customers to use the
new techniques in banking. 41% of customer feels that reduction time of transaction
provoke them to use the new techniques in banking, 7% of customers feel that it is cost
effectiveness, 31% feel that it is easy to use and 13% of the people feel that it is a
technological savvy that promotes them to use digital banking
INTERPRETATION
From the above data we can say that due to new techniques for development of
Technology in banking sector has reduced the time of transaction that the customers can
do within the accounts. Earlier the customer had to visit the bank in order to send money
to some others account but now after the advancement of Technology and new software
people can now sit at home and through the mobile or laptop they can transfer the money
to other account within few minutes it is also cost effective because it saves people’s
money as people visit the branch they require the travelling cost but the travelling cost of
the customers is saved. Banks are making efforts to make the online procedure as easy so
that customers can do more business through online this will help to also save paper .now
talking about the technological Savvy people are still not habitual of using online banking
because there is a fear of fraud happening people also think that if one click goes wrong
then it can cause a major problem in the account.
65
Q5. HOW FREQUENTLY DO YOU USE THE FOLLOWING BANKING
SERVICES PER MONTH?
(NIL 1 to 3 times 3 to 8 times 8 to 12 times over 12 times)
o Branch banking
o ATM
o Internet banking
o Tele phone banking
o Mobile banking
Banking services used frequently in a month

50
46
44
45
40
35
31 3131
29 Nil
30
25 23 23 1 to 3 times
20 19
20 3 to 8 times
1615
14 14 13 8 to 12 times
15 11 11 12 11
10 8 over 12 times
5
5 3
0 0 0
0
Branch ATM Internet Telephone Mobile
banking banking banking banking
ANALYSIS
The above chart shows that shows the banking service is used frequently in a month by
the customer
The usages of banking services are as follows:
1. Branch banking- 31 customers never visit branch in a month, 44 people visit

branch 1 to 3 times in a month, 11 people visit the branch 3 to 8 times in a month
66
2. ATM – 5 people never use ATM in a month , 31 people out of 86 responses use
ATM 1 to 3 times for month and 31 people used for 3 to 8 times in a month ,8
people use it For 8 to 12 times in a month and some people use ATM over 12
times in a month.
3. Internet banking- 12 people do not use internet banking at all in a month , 29
people use 1 to 3 times internet banking in a month ,20 people use 3- 8 times, 14
people use internet banking 8-12 times in a month and 11 people use internet
banking over 12 times in a month
4. Telephone banking - 46 people do not use telephone banking ,23 people use
telephone banking 1 to 3 times in a month , 3 people use telephone banking 3 to8
times in a month and 3 people use telephone banking 8 to 12 times in a month
5. Mobile banking :13 people do not use mobile banking apps ,23 people use
mobile banking apps 1 to 3 times in a month ,19 people used for 3 to 8 times in a
month, 16 people used for 8 to 12 times in a month and 15 people use it over 12
times within a month
INTERPRETATION
From the above data we can analyze that at the frequency of the banking services much
used by the customer is ATM, internet banking, mobile banking. customers are now
diverting they are banking from traditional banking to online banking because it is very
easy to operate and saves time and the transaction process is bit Lengthy but easy to use.
It has a high security payment gateway where in customers can secretly transact the
amount of money they required to transact whether it is between two accounts or to do
transaction within the accounts.
67
Q6. INTERNET BANKING SERVICES
(Extremely satisfied, satisfied, neutral, dissatisfied, extremely Dissatisfied)
o Account information and balance inquiry

o E-payments
o Account to account transfer
o Due installment enquiry
o Statement request
45 41 41 41
40 37 37
35 31 32
30
25 25
25 22 22
19
20 16 17
15 12
10
5 2 2 1 2 3
0 0 1 0 1
0
Account E-payments Account to Due Statement
information account installment request
and balance transfer enquiry
inquiry
Extremely satisfied Satisfied Neutral Dissatisfied Extremely dissatisfied
ANALYSIS
From the about chart we can say the satisfaction level of the customers for the internet
banking services are as follows
For statement no. 1 that is account information and balance enquiry: 31 customers are
extremely satisfied, 41 customers are satisfied, and 12 customers have a neutral opinion
and 2 customers are extremely dissatisfied.
68
For statement No. 2 That is E-payments: 25 customers are extremely satisfied, 41 are
satisfied, 19 have a neutral opinion and one is extremely dissatisfied.
For statement no. 3 the banking service that is account to account transfer the level of
satisfaction of the customers are as follow: 32 customers are extremely satisfied, 37 are
satisfied, 16 people have a neutral opinion and one is extremely dissatisfied.
The satisfaction level for the fourth service that is due installment enquiry 17 customers
are extremely satisfied, 41 customers are satisfied, 25 has a neutral opinion, 2 are
dissatisfied and one is extremely dissatisfied.
For the 5th banking services that is statement request 22 are extremely satisfied, 37
satisfied, 22 have a neutral opinion 2 dissatisfied 3 are extremely dissatisfied.
INTERPRETATION
Now analyzing the above data we come to know that majority of the customers are
satisfied with the banking services provided by the bank the rest 3 people who have
dissatisfied with the services may have faced a bad experience. Banks are trying their
level best to provide best banking services to the customers in order to increase their
business and to achieve the organizational goals. If the banking services provided by the
banks are proper and accurate then it will help the bank employees to create a good
customer relationship which will indirectly give rise to their banking opportunity , banks
are trying level best to provide customers a user friendly platform for online transaction.
69
Q7. WHICH ONE YOU PREFER THE MOST?
o E-banking
Traditional vs e-banking
16%
Traditional
banking
E-banking
84%
ANALYSIS
From the above chart, 84% of the customers prefer e- banking and 16% customer prefer
traditional banking. E-banking is preferred more.
INTERPRETATION
The above analysis shows that may people opt for online banking because it is convenient
to use and also majority of the respondents are from the age group of 18-25 years,
wherein they have a better knowledge of how to operate internet. The rest who choose
traditional way of banking may not know about the procedure or may have less
knowledge of internet. For example, senior citizens don’t have knowledge of how to
operate internet thus they avoid doing banking online.
70
Q8. RATE THE ONLINE SERVICE PROVIDED BY THE BANK
o 1, 2, 3, 4, 5 (1 being the best and 5 being not so good)
Rating of online serivces provided by the

bank
30.00%
26.70%
24.40% 24.40%
25.00%
20.00%
16.30%
15.00%
10.00% 8.10%
5.00%
0.00%
1 (BEST) 2 3 4 5 (NOT SO
GOOD)
ANALYSIS
The above chart shows the ratings given by the customer for the online services provided
by the bank. 24.40% gave the 1 rating, 26.70% gave 2 ratings, 24.40% gave 3 rating,
16.30% gave 4 rating and 8.10% gave 5 rating. 1 being the best and 5 being not so good.
INTERPRETATION
From the above rating we can interpret that customers are satisfied by the online banking
provided by the bank but the customer who gave the less rating for the online banking
may have a fear of bank fraud. Customers may even find the procedure to be bit lengthy.
71
Q9. INTERNET BANKING PROBLEMS
(Often, Rarely, Never)
o Not providing information

o Not being able to maintain security
o Not giving fast response
o Leaving the operation unfinished
o Internet banking can be tampered with by others
o Waiting for long time for Conducting of transaction
o Too many steps in processing Transaction
Internet banking problems

often rarely never
60
54
49 48
50 47 47 47
43
40
30
23 22 22 23
20 20 21 20
19 19
20 16 17
14
11
10
0
Not providing Not being Not giving Leaving the Internet Waiting for Too many
information able to fast response operations banking can long time for steps I n
maintain unfinished be tampered conducting of processing
security with by others transaction transaction
ANALYSIS
From the above chart, the internet problems faced by the customers are identified. Range
of 40- 55 people rarely have the above internet problems whereas range of 10-25 people
72
often deal with the internet issues, and range of 15 to 25 people never have the above
online banking issues.
INTERPRETATION
Majority of the people rarely deal with the above internet problems because sometime
there is a server issue with creates a problem for the customer to do transactions. People
who often deal with these issues may not have adequate knowledge of how to us the
online banking and also the serve issue may occur. Banks are making efforts to make an
easy and user friendly platform for online banking.
Q10. THE CONTRIBUTION OF NEW TECHNOLOGY TO THE SUCCESS OF

BANKS IN YOUR OPINION IS
o Very high
o High
o Average
o Low
o Nil
NO OF RESPONSE
50%
45.30%
45%
40% 36%
35%
30%
25%
20% 17.40%
15%
10%
5% 1.20%
0
0%
Very high high Average Low Nil
73
ANALYSIS
From the above chart we can analyze that 45.30% of customers feel that the technology
advancement has high contribution in the success of the bank, 36% feel it’s very high,
17.40% feel its average and 1.20% feel it’s nil.
INTERPRETATION
Majority of the customers have a opinion that bringing digitalization in banking has
bought success to the bank, as online products of the bank is attracting the population to
invest more. For example: FD can be made within few mins through online banking
without even visiting a branch and filling a form. Digitalization has helped the bank to
bring more business.
74
Q11. DO YOU THINK IMPROVEMENT IN TECHNOLOGY IN BANK HAS
HELPED YOU?
o Yes
o No
o Maybe
Is bank technology beneficial
9%
6%
yes
no
maybe
85%
ANALYSIS
From the above chart, 85% of customers said yes, 9% of customers said maybe and 6%
of customers said no.
INTERPRETATION
Majority of the customers think that digitalization in banking has helped them in the
following: time saving, less efforts, payments don on finger touch , no need of visiting
the branch, this is because the customer has a proper knowledge of how to use it. On the
75
other side the rest customer feel that it has not benefited them the reasons may be either
less knowledge of technology or some difficulty in understanding the process
SUGGESTIONS GIVEN BY THE CUSTOMERS REGARDING BANK

TECHNOLOGY
 Technology should go hand in hand with each and every new invention site and it
should be user friendly.
 A stringent policy to counter NPAs.
 Quality of card to be improved.
 On line banking is best.
 Internet security should be more.
 Server down issues should be solved fast.
 Make it more secure and customer ease.
 In India there are people who don't know how to operate internet so bank should
help such people.
 Phone banking should need to be more improved.
 Banking app interface should be user friendly.
 Bank would come up with more easy way to understand the process.
 Technology in case of banking, there should be hundred percent safety measures,

so that there is no fraud and risk involved.
 E banking security level should be increased.
76
INTERPRETATION
From analyzing the above suggestions, customer requires a secure online banking so as to
perform transactions. A user friendly e-channel where the procedure of the transaction is
simple and short so that people can easily understand and operate it. Banks need to keep
events which will promote the digital products of the banks. Customers to don’t know
how to use internet, the bankers must take an effort to teach them how to use the online
platforms.
77
RECOMMENDATIONS
AND
FINDINGS
78
FINDINGS
 Digitalization is helping employees to increase their productivity.
 Majority of the people are adopting the technology. They are diverting their way
from traditional banking to online banking.
 HDFC bank is taking full efforts to spread awareness about how to use online
banking.
 Some of the customers don’t use online banking because of security issues, they
feel that frauds can happen while they transact online.
 As in India the youth population is higher, the future generation will deal only
with online banking.
 Due to e-channels of banking employees are able to handle customers at ease and
effectively.
 People tend not to use online banking as in the early stage the transaction process
is bit lengthy and complicated.
 Banks are making efforts to support “DIGITAL INDIA” movement by launching

new artificial intelligence , e-payment apps, updated and advanced banking apps
for the customer
 Through digitalization banks are creating a good relationship with the customers
to as to get investments from them.
 India’s population is second in the world, but in literacy rate is still behind, thus
many people don’t know to operate internet and they still continue to visit bank
for banking purposes.
 Through net banking the customers can get to see the offers that they are eligible
of.
 Due to new technology the downsizing of employees having been increased .

79
RECOMMENDATIONS
Each and every bank in India must adapt to digital banking in order to:
 Improve customer experience and engagement
Digital banking can help customer to experience of banking without visiting the branch.
Digital banking can improve the way of banking i.e. paperless banking. Through e-
banking banks can provide better services to the customer this can improve the
engagement of the customer with the bank which in return will bring business to the
bank.
 Increase efficiency
Digital banking can make the work of the employees easy and chaos free. It can also
increase the productivity level of the employees in the organization. E-channels through
which banking is done are user friendly which can motivate the employees to work
effectively and efficiently.
 As people don’t know how to operate e- banking, it is the duty of the bank to
educate and teach people how to use it.
 Internet banking must be designed in such a way that it is easy to use.
 As bank frauds are rising day by day the e-channels through which the transaction
will be done must be secured enough.
 Adoption of digitalization is important for every bank as it is not an option for

them.
 Digitalization in banking can help the bank to grow and expand globally.
 It’s a high time where in people should opt for online banking and eradicate
traditional banking.
 As traditional banking cannot be eradicated fully as customer still need to visit the
branch for cheque and cash deposit.
80
KEY LEARNING’S
81
KEY LEARNING’S
In general, a business to grow requires adoption of new technology. Innovations can be a
key to success. So every bank must opt for digital banking in order to expand. To go
paperless the bank must make an effort to convince the customer for using its digital
products. Digital Banking has completely changed the way we bank in today’s times.
With Digital Banking, you can transact with higher speed, ease and convenience.
Digital Banking gives the luxury of freely accessing and performing all traditional
banking activities 24*7 without having to personally go to a bank branch to get your
work done. Digital Banking has made it so much easier for customers to track
transactions. The first phase of the Digital Banking revolution was through the internet.
The second phase of Digital Banking involves mobile phone platforms. After
Smartphone’s came into the market, Digital Banking has taken off in a big way.
Smartphone’s now allow customers to carry out bank transactions on the go.
 Work done by me at HDFC bank are:
o Pitching customers for activation of net banking and PayZApp.(converted

more 50 customers )
o Helped customers with net banking queries and other queries.
o Bought 23 businesses which include CASA, fixed deposits, recurring deposits,

salary account, NRO/NRE accounts, personal loan, gold loan, credit cards.
o Did some basic operational activities.
o Tagging of vouchers during auditing.
o Lobby management
It was a great experience working with HDFC Bank. The main learning was that updating
one’s self with advanced technology is required to survive in this competitive world. The
ability to transfer funds is one of the most significant advantages of Digital Banking.
82
CONCLUSION
83
CONCLUSION
Investing has never been easier, thanks to Digital Banking. Opening a Fixed Deposit with
the bank takes a few seconds. And you can use Digital Banking to make investments in
other instruments as well. For example, you can invest in Mutual Funds through HDFC
Bank Net Banking, buy insurance products, and even apply for loans.
Digital Banking has drastically changed the way banks and customers interact with one
another. And in a booming technological and financial economy like India, more and
more people are being connected to Digital Banking Platforms with each passing
day. Most banks in the country offer Digital Banking services today, and these have
become an integral part of banking. The true Digital Banking meaning is a
transformation!
84
BIBLIOGRAPHY
85
BIBLIOGRAPHY
 WEBSITES:
 https://www.hdfcbank.com/aboutus/News_Room/hdfc_profile.htm
 https://en.wikipedia.org/wiki/HDFC_Bank
 https://www.hdfcbank.com/personal/products
 http://www.forbesindia.com/article/weschool/digital-revolution-in-the-indian-
banking-sector/47811/1
 https://www.accenture.com/us-en/insights/financial-services/bank-branch-digital-
disruption
 https://business.mapsofindia.com/india-company/top-10-banking-companies.html
 https://www.enterpriseedges.com/role-of-digital-banking-india
 https://www.marketing91.com/swot-analysis-of-banking-industry/
 https://www.ibef.org/industry/banking-presentation
 https://www.hdfcbank.com/htdocs/common/Industry_Academia/innovation.html
86
ANNEXURE
87
ANNEXURE
SURVEY FOR EMPLOYEES OF HDFC BANK
Q1. GENDER:
o Male
o Female
Q2. CATEGORY OF JOB
o Personal banker
o Relationship manager
o Personal banker authorizer
o Sales force
o Operational head
o Teller
o Others
Q3. WHICH IS MORE RELIABLE FOR YOU?
o Online banking
Q4. WHAT WAS THE REASON BEHIND INTRODUCTION OF INTERNET

BANKING?
o Because of competition from foreign banks

o Man power shortage
o Qualitative customer service
o Faster transaction and saving time
o All of the above
88
STATEMENT?
(INTERNET BANKING)

DISAGREE)
o Helped in reducing work stress

o Helped in reducing chaos and confusions
o Helped to do routine work more efficiently
o Increased interest in work
o Increased level of motivation
o Increased level of job satisfaction
Q6. HAS ONLINE BANKING HELPED YOU TO EASILY DEAL WITH THE
CUSTOMER?
o Yes
o No
o Maybe

STATEMENT

DISAGREE)
o Your bank uses the web as a tool to improve customer relationship

o Internet helps you to identify profitable customers
o Internet banking customers carry out more transactions than traditional customers
o Internet banking can help to offer more complete products of an equivalent
quality with lower costs to more potential customers
89
o Internet banking is helpful in product offerings
Q8. RESPONSES REGARDING THE STATEMENT, "THERE IS A

DOWNSIZING OF EMPLOYEES DUE TO THE EMERGING
TECHNOLOGY BUT EFFICIENCY IN TERMS OF PRODUCTIVITY HAS
INCREASED"
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly agree
Q9. HOW SATISFIED ARE YOU WITH WORKING THROUGH E-CHANNELS?
o Highly satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly dissatisfied
Q10. THE TECHNOLOGY I WORK WITH (PLEASE RANK (1234) THESE IN

ORDER OF PRIORITY)
o Enables to do my work effectively

o Is user friendly
o Enables me to contact customers easily when i need to
o Is flexible enough for me to make adjustments according to customer needs
90
SURVEY FOR CUSTOMERS
Q1. GENDER:
o Male
o Female
Q2. AGE
o 18 - 25 years
o 26 - 30 years
o 31 - 40 years
o 41 - 50 years
o 51 - 60 years
o Above 60 years
Q3. WHICH ATTRIBUTE OF THE BANK DO YOU VALUE THE MOST?
o Quality of service
o Technology used
o Trust
o Location
o All the above
Q4. WHICH FACTOR PROMOTES YOU TO USE THE NEW TECHNIQUES IN

BANKING?
o Reduced time of transaction

o Cost effectiveness
o Ease to use
o Technology savvy
91
Q5. HOW FREQUENTLY DO YOU USE THE FOLLOWING BANKING
SERVICES PER MONTH?
(NIL 1 to 3 times 3 to 8 times 8 to 12 times over 12 times)
o Branch banking
o ATM
o Internet banking
o Tele phone banking
o Mobile banking
Q6. INTERNET BANKING SERVICES
(Extremely satisfied, satisfied, neutral, dissatisfied, extremely Dissatisfied)
o Account information and balance inquiry

o E-payments
o Account to account transfer
o Due installment enquiry
o Statement request
Q7. WHICH ONE YOU PREFER THE MOST?
o E-banking
Q8. RATE THE ONLINE SERVICE PROVIDED BY THE BANK
o 1, 2, 3, 4, 5 (1 being the best and 5 being not so good)
92
Q9. INTERNET BANKING PROBLEMS
(Often, Rarely, Never)
o Not providing information

o Not being able to maintain security
o Not giving fast response
o Leaving the operation unfinished
o Internet banking can be tampered with by others
o Waiting for long time for Conducting of transaction
o Too many steps in processing Transaction
Q10. THE CONTRIBUTION OF NEW TECHNOLOGY TO THE SUCCESS OF

BANKS IN YOUR OPINION IS
o Very high
o High
o Average
o Low
o Nil
Q11. DO YOU THINK IMPROVEMENT IN TECHNOLOGY IN BANK HAS

HELPED YOU?
o Yes
o No
o Maybe
Q12. ANY SUGGESTIONS YOU CAN GIVE TO THE DEVELOPMENT OF

TECHNOLOGY
93
PROJECT PROGRESS REPORT
Name of the Student: Rebecca Bonnie Soans Class & Roll No.: MMS A 53
Project Guide: Prof. Hema Deogharkar
Project Title: Study effect of digitalization at HDFC bank.
Sr. Next Meeting Student Project Guide

Date Topic Discussed
No. Date Signature Signature
94
APPROVED PROJECT SYNOPSIS
Student Name: Rebecca Soans Class & Roll No.: MMS A
Specialization: Finance
PROJECT TITLE: Study effect of digitalization at HDFC Bank.
OBJECTIVES AND LIMITATIONS OF THE PROJECT :

Objectives:-
o To understand evolution of digitalization

o To study the effect of digitalization in banking industry
o To know the pros and cons of digitalization in bank
o To analysis changes in traditional banking and modern banking practices.
Limitations:-
o Less time ( 2 Months)

o Data collection from customer.
METHODOLOGY TO BE USED:
o Data collection : Primary Data
o Method: Interview and discussion, observation.
SOURCES OF DATA:
o Sources of Primary Data: Survey (44 employees and random 86 customers)
o Sources of Secondary Data: Online data and company’s website for product
information
DATA COLLECTION INSTRUMENT: Questionnaire
Approved Date: 22nd June 2019
Project Guide: Name & Signature:
95

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SGPC’s GURU NANAK INSTITUTE OF MANAGEMENT STUDIES

Matunga (E), Mumbai – 400 019

Summer Internship Project Report

Semester III &Specialization: Finance

Name of the Project Guide: Prof. Hema Deogharkar

Signature Institutes Seal:

I hereby declare that the project titled “Study effect of digitalization at

Name of Student: Rebecca Bonnie Soans

Signature of the Student:

7. Data Analysis And Interpretation 45

9. Key Learning’s (Specific & General) 81

14. Project Progress Report Duly Filled & Signed 94

15. Approved Project Synopsis 95

The landscape of this digital age is rising because of innovations in e-communications, e-

Digitalization is the process of converting information into a digital (i.e. computer-

Digitization is of crucial importance to data processing, storage and transmission,

1.3 Evolution of digital banking

There is a demand for end-to-end consistency and for services, optimized

1.4 Current status in the Digital Space

Indian Government is aggressively promoting digital transactions. The launch of United

1.5 Factors Affecting the Scope of Digital Banking

1.6 Major benefits of digital banking are:

1.7 Drawbacks of online banking

 Inefficient at Complex Transactions

 No Relationship With Personal Banker

Key investments and developments in India’s banking industry include:

 As of September 2018, the Government of India launched India Post Payments

Following are the achievements of the government in the year 2017-18:

 To improve infrastructure in villages, 204,000 Point of Sale (PoS) terminals have

Enhanced spending on infrastructure, speedy implementation of projects and continuation

SWOT ANALYSIS OF BANKING INDUSTRY

a. One of the oldest industries.

b. A leader in economic growth.

c. Financial support after a crisis.

a. Lack of worldwide coordination.

b. Old technology leads to vulnerabilities.

a. Move into rural regions.

b. Offer more or lose customers.

a. The biggest threat of all: recessions.

MAJOR PLAYERS IN BANKING INDUSTRY

3. ICICI Bank Limited

5. Kotak Mahindra Bank

9. Punjab National Bank

10. Canara Bank

 Incorporation Year: 1994

 Ownership Group: HDFC Group

 Headquarter: Mumbai, Maharashtra, India

 Chairman: Deepak S. Parekh

 Present Head(MD): Aditya Puri

 Chief Financial Officer: Sashidhar Jagdishan

1. WELL POSITIONED ACROSS INDIA’S GDP SPECTRUM

PRIVATE CONSUMPTION INVESTMENT

 Well positioned in  Term Loans for Brownfield and

 Leading player across retail loan  Loan syndication, debt capital

 Focus on working capital  Leading working capital

 Large tax collector for the

 Significant provider of cash

 E-enabling public services.

RETAIL BANKING PRODUCTS

LOAN PRODUCTS DEPOSIT PRODUCTS

 Personal loans  Current accounts

 Home loans / Mortgages  Fixed /Recurring

 Loans against gold