Major Research Project

IBMR IPS ACADEMY
MAJOR RESEARCH PROJECT REPORT

(SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF MASTER OF BUSINESS
ADMINISTRATION AWARDED BY DEVI AHILYA VISHVAVIDHYALAYA, INDORE)
ON
“A COMPRATIVE STUDY OF VALUE ADDED SERVICES OFFERED

BY STATE BANK OF INDIA AND HDFC BANK (WITH SPECIAL
REFERENCE TO INDORE REGION)”
MBA (FT) 4 rd SEM
2010-2012

Project Guide Submitted By

Prof. Sonu Agrawal Gaurav Goyal

1
CERTIFICATE
This is to certify that Mr. pawan mittal has undergone project entitled “A comparative study of
value added services of bank of baroda and icici bank “towards the partial fulfillment of his
two years of master’s degree of business administration (MBA) successfully. He has carried out
this project with full sincerity and direction.
Director Faculty And Guide

Dr. s.k.kushwah Prof. Soarabh shrivastav
DECLARATION
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I have tried my best level in making this project useful, pragmatic & successful. I have tried to
provide the accurate information to the best of my knowledge. The data collection is primary
authentic & analyzed by me.
Thereby declare that entitled “A comparative study of value added services of bank of baroda
and icici bank”is authentic & I have put in my effort meticulously to make this project to come
up to the expectations.
I also assure that the research work done by me is completely original and have not been copied
from any other source.
(pawan mittal)
M.B.A IV SEM
ACKNOWLEDGEMENT
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This project is not one person’s solitary. Its successful completion is the result of many different
people to whom I owe a debt beyond repayment. Unfortunately, I cannot acknowledge my
indebtedness to all these people, so I must necessarily limit my thanks to those who have helped
me directly in making my project work an incredibly pleasant task and to give final shape.
First of all , I express my help gratitude towards my director Dr. Vijay Laxmi Iyengar BM
COLLEGE OF MANAGEMAENT AND RESEARCH,INDORE, who initiated this study
and also helped me by giving her valuable comments at every stage of my project.
I also express my sincere gratitude towards my project guide, Prof. Sonu Agrawal faculty of
BMCMR Indore for giving me the opportunity to work under his guidance on major research
project report on “a comparative study of value added services of SBI and HDFC bank”
I am thankful to respondents to give their precious and co-operation.
I am also thankful to all the faculty members who guide helped me very kindly at each and every
step whenever I required as they supported me with full interest.
I also acknowledge & convey thanks to the library staff, computer department of BMCMR
Indore for their kind and valuable support. Last but not the least I am grateful to my parents for
their thankless support and guidance provided during the completion of project
GAURAV GOYAL
M.B.A IV SEM
PREFACE
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In this project the researcher have study about the value added services of the SBI bank and
HDFC bank in detail. The research provides opportunity to a student to demonstration
knowledge, skill and competencies during the project. The training project helps to know the
problem in the organization and to suggest them how to get rid of those problem although
research have tried my level best to prepare this report an error free every effort has been made
to offer the most authenticate position with accuracy to the topic; second will contain the
objectives of the project. The middle part has been giving a brief overview about the
organization and the methodology to be used in the project. Fourth chapter is the most important
part as it will contain the analysis of data. Last part has been dealing with the finding and
suggestion.
Chapter 1: The first part consists of overview of the banking industry and the study of the value
added services of the SBI bank and HDFC bank, and also includes types of the value added
services.
Chapter 2: This chapter deals with the company profile of the SBI bank and HDFC bank.
Chapter 3: This chapter deals with the review of the literature of researches done on the related
topic.
Chapter 4: This chapter consists of the rational of the study of the value added services of the
SBI bank and HDFC bank.
Chapter 5: This chapter consists of the objective of the value added services of the study.
Chapter 6: This chapter deals with the research methodology used by researcher and explain
factor like research design, the research process, the Research Design, Planning a sample,
Gathering the Data, Processing and Analyzing the data, Drawing Conclusion and preparing the
Report. Research is the systematic exploration of the region of the unknown to find satisfactory
answers to the questions: It also includes primary and secondary data.
Chapter 7: This chapter deals with the data analysis and data interpretation of the study. Data
analysis is done with the help of graphical representation. Percentage analysis and subject
analysis through inferences is also done.
Chapter 8: This chapter deals with the main finding of the study which are very important and
totally related to our data interpretation which are researcher finding in the study.
Chapter 9: This chapter deals with the various recommendations that are drawn from the data
collected and the interpretation of response as given by the respondent.
Chapter 10: This chapter consists of the limitations of the study: The limitations of the study are
that any research is the consuming and involves the basic knowledge of the interpretation which
may not be up to the mark all time.
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Chapter 11: consists conclusion of the study. Research final conclusion is that the knowledge
about banking sector is important for customers.
“A COMPRATIVE STUDY OF VALUE ADDED SERVICES

OFFERED BY STATE BANK OF INDIA AND HDFC BANK (WITH
SPECIAL REFERENCE TO INDORE REGION)”
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Index
S.R. TITLE PAGE NO.

1. Certificate I
2. Acknowledgement II
3. Declaration III
4. Preface IV
5. List of graphs 52-67
Graph:1 Preference Bank Account 53
Graph:2 Service Of Bank 54-55
Graph:3 Type Of Bank Account In A Bank 56-57
Graph:4 Value Added Services Of Bank 58
Graph:5 Problem In Transaction 59
Graph:6 Use OF Mobile Service 60
Graph:7 Use Of Internet Banking For Bill Payment 61
Graph:8 Enjoy Demat Services Provided By Bank 62
Graph:9 Satisfaction With Value Added Services Of Bank 63
Graph:10 Preference Of Value Added Services Of Bank 64-65
Graph:11 reason to choose the services of the bank 66-67
Chapter 1 Introduction 9-14
 Overview of banking industries
 Value added services
Chapter 2 Company Profile 15-40
 SBI
 HDFC
Chapter 3 Review of literature 41-43
Chapter 4 Rational of study 44-45
Chapter 5 Objectives of study
46-47
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Chapter 6 Research methodology 48-51
 Meaning of research
 Research process
 Tools for data collection
 Tools for data analysis
Chapter 7 Data analysis and interpretation 52-67
Chapter 8 Main Finding Of The Study 68-70
Chapter 9 Recommendation of the study 71-72

Chapter 10 Limitation of the study 73-74
Chapter 11 Conclusion of the study 75-76

Webliography 77
Bibliography 78
Reference
79
Annexure 80-84
 Questionnaire
 Respondents Sheet
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CHAPTER – 1
INTRODUCTION
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INTRODUCTION
OVERVIEW OF THE BANKING INDUSTRY:
Banking in India originated in the last decades of the 18th century. The oldest bank in existence
in India is the State Bank of India, a government-owned bank that traces its origins back to June
1806 and that is the largest commercial bank in the country. Central banking is the responsibility
of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the
then Imperial Bank of India, relegating it to commercial banking functions. After India's
independence in 1947, the Reserve Bank was nationalized and given broader powers. In 1969 the
government nationalized the 14 largest commercial banks; the government nationalized the six
next largest in 1980.
Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is
with the Government of India holding a stake), 29 private banks (these do not have government
stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They
have a combined network of over 53,000 branches and 17,000 ATMs. According to a report by
ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the
banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively
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Value added services is a term that is used to refer to service options that are complimentary to but also
ancillary to a core service offering. The term is utilized widely in a number of industries, most notably
telecommunications. Value added services are often introduced to customers after the client has
purchased the core service that these ancillary offerings center around.
In some instances, a value added service is something extra that is provided to a customer at no additional
charge. At other times, the ancillary service is offered to an existing customer as an added service that is
available for a modest additional fee. The actual pricing structure for value added services will usually
depend on whether the providers sees the services as amenities that are intended to create a stronger
rapport with customers or as an additional revenue stream.
Value added services provide advantages for both the customer and the service provider.
Customers have the opportunity to receive something above and beyond their basic needs.
Providers benefit from the increased rapport with the client that is likely to translate into a more
consistent flow of revenue. These additional custom services often cost the provider little to
nothing to provide, yet have the potential to enhance the growth and the reputation of the
company significantly.
TYPES OF THE VALUE ADDED SERVICES:
 ATM cum debit card:
An ATM card (also known as a bank card, client card, key card, or cash card) is a card
issued by a financial institution, such as a bank, credit union, or building society, that can
be used in an Automated Teller Machine (ATM) for transactions such as: deposits,
withdrawals, obtaining account information, and other types of transactions, often through
interbank networks. It can also be used on improvised ATMs, such as merchants' card
terminals that deliver ATM features without any cash drawer (commonly referred to as
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mini ATMs).These terminals can also be used as Cashless scrip ATMs by cashing the
fund transfer receipt at the merchant's Cashier.
 Credit card:
A credit card is a payment card issued to users as a system of payment. It allows the
cardholder to pay for goods and services based on the holder's promise to pay for them.
The issuer of the card creates a revolving account and grants a line of credit to the
consumer (or the user) from which the user can borrow money for payment to a merchant
or as a cash advance to the user. A credit card is different from a charge card: a charge
card requires the balance to be paid in full each month. In contrast, credit cards allow the
consumers a continuing balance of debt, subject to interest being charged. A credit card
also differs from a cash card, which can be used like currency by the owner of the card.
 Internet banking:
Online banking (or Internet banking or E-banking) allows customers of a financial

institution to conduct financial transactions on a secure website operated by the institution,
which can be a retail or virtual bank, credit union or building society. It may include of
any transactions related to online usage To access a financial institution's online banking
facility, a customer having personal Internet access must register with the institution for
the service, and set up some password (under various names) for customer verification.
The password for online banking is normally not the same as for telephone banking.
Financial institutions now routinely allocate customer numbers (also under various
names), whether or not customers intend to access their online banking facility. Customer
numbers are normally not the same as account numbers, because a number of accounts can
be linked to the one customer number. The customer will link to the customer number any
of those accounts which the customer controls, which may be cheque, savings, loan, credit
card and other accounts. To access online banking, the customer would go to the financial
institution's website, and enter the online banking facility using the customer number and
password. Some financial institutions have set up additional security steps for access, but
there is no consistency to the approach adopted.
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 Mobile banking:
Mobile banking (also known as M-Banking, mobile banking) is a term used for
performing balance checks, account transactions, payments, credit applications and other
banking transactions through a mobile device such as a mobile phone or Personal Digital
Assistant (PDA).Mobile banking and Mobile payments are often, incorrectly, used
interchangeably. The two terms are differentiated by their service provider-to-consumer
relationship; financial institution-to-consumer versus commercial institution-to-consumer
for mobile banking and payments, respectively. Mobile Banking involves using mobile
devices gain to access financial services. Mobile payments on the other hand may be
defined as the use of mobile devices to pay for goods or services either at the point of
purchase or remotely. Bill payment is not considered a form of mobile payment because it
does not occur in real time.
 FD +Interest + Insurance:
Fixed deposit (FD) –Fixed Deposit is a financial instrument provided by Indian banks
which provides investors with a higher rate of interest than a regular savings account, until
the given maturity date. It may or may not require the creation of a separate account. It is
known as a Term Deposit in the Canada, Australia, New Zealand and the US and as Bond
in United Kingdom they are considered to be very safe investments. Term Deposits in
India is used to denote a larger class of investments with varying levels of liquidity. The
defining criteria for a Fixed Deposit are that the money cannot be withdrawn for the FD as
against Recurring deposit or Demand deposit before maturity. Some banks may offer
additional services to FD holders such as loans against FD certificates at competent
interest rates. It’s important to note that banks may offer lesser interest rates under
uncertain economic conditions. The interest rate varies between 4 and 11 percent. The
tenure of an FD can vary from 10, 15 or 45 days to 1.5 years and can be as high as 10
years these investments are safer than Post Office Schemes as they are covered under
Deposit Insurance & Credit Guarantee Scheme of India. They also offer Income tax and
Wealth tax benefits.
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INETREST RATE: An interest rate is the rate at which interest is paid by borrowers for
the use of money that they borrow from a lender. Specifically, the interest rate is a percent
of principal paid at some rate. For example, a small company borrows capital from a bank
to buy new assets for its business, and in return the lender receives interest at a
predetermined interest rate for deferring the use of funds and instead lending it to the
borrower. Interest rates are normally expressed as a percentage of the principal for a
period of one year. Interest-rate targets are a vital tool of monetary policy and are taken
into account when dealing with variables like investment, inflation, and unemployment.
The central banks or reserve banks of countries generally tend to reduce interest rates
when they wish to increase investment and consumption in the country's economy.
However, a low interest rate as a macro-economic policy can be risky and may lead to the
creation of an economic bubble, in which large amounts of investments are poured into the
real-estate market and stock market.
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CHAPTER – 2
COMPANY PROFILE
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COMPANY PROFILE:
Company Profile of SBI:

State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic network of
over 9000 branches (approximately 14% of all bank branches) and commands one-fifth of
deposits and loans of all scheduled commercial banks in India
The State Bank Group includes a network of eight banking subsidiaries and several non-banking
subsidiaries offering merchant banking services, fund management, factoring services, primary
dealership in government securities, credit cards and insurance.
The eight banking subsidiaries are:
1-State Bank of Bikaner and Jaipur (SBBJ)
2-State Bank of Hyderabad (SBH)
3-State Bank of India (SBI)
4-State Bank of Indore (SBIR)
5-State Bank of Mysore (SBM)
6-State Bank of Patiala (SBP)
7-State Bank of Saurashtra (SBS)
8-State Bank of Travancore (SBT)
The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later called the
Bank of Bengal) was established. In 1921, the Bank of Bengal and two other Presidency banks
(Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India.
In 1955, the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank
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of India and the State Bank of India (SBI) came into existence by an act of Parliament as
successor to the Imperial Bank of India.
Today, State Bank of India (SBI) has spread its arms around the world and has a network of
branches spanning all time zones. SBI's International Banking Group delivers the full range of
cross-border finance solutions through its four wings - the Domestic division, the Foreign
Offices division, the Foreign Department and the International Services division.
State Bank of India (SBI) (LSE: SBID) is the largest bank in India. If one measures by the
number of branch offices and employees, SBI is the largest bank in the world. Established in
1806as Bank of Calcutta, it is the oldest commercial bank in the Indian subcontinent. SBI
provides various domestic, international and NRI products and services, through its vast network
in India and overseas. With an asset base of $126 billion and its reach, it is a regional banking
behemoth. The government nationalized the bank in1955, with the Reserve Bank of India taking
a 60% ownership stake. In recent years the bank has focused on three priorities,
(1) Reducing its huge staff through Golden handshake schemes known as the Voluntary
Retirement Scheme, which saw many of its best and brightest defect to the private sector,
(2) Computerizing its operations and
(3) Changing the attitude of its employees (through an ambitious programme aptly named
'Parivartan' which means change) as a large number of employees is very rude to customers.
Roots:
The State Bank of India traces its roots to the first decade of 19th century, when the Bank of
Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The government
amalgamated Bank of Bengal and two other Presidency banks, namely, the Bank of Bombay
(incorporated on 15 April 1840) and the Bank of Madras on 27 January 1921, and named the
reorganized banking entity the Imperial Bank of India. All these Presidency banks had been
incorporated as joint stock companies, and were the result of the royal charters. The Imperial
Bank of India continued as a joint stock company amalgamated Bank of Bengal and two other
Presidency banks, namely, the Bank of Bombay (incorporated on 15 April 1840) and the Bank of
Madras on 27 January 1921, and named the reorganized banking entity the Imperial Bank of
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India. All these Presidency banks had been incorporated as joint stock companies, and were the
result of the royal charters. The Imperial Bank of India continued as a joint stock company. Until
the establishment of a central bank in India the Imperial Bank and its early predecessors served
as India's central bank, at least in terms of issuing the currency. The State Bank of India Act
1955, enacted by the Parliament of India, authorized the Reserve Bank of India, which is the
central banking organization of India, to acquire a controlling interest in the Imperial Bank of
India, which was renamed the State Bank of India on 30 April 1955.
Timeline:
 June 2, 1806: The Bank of Calcutta established.
 January 2, 1809: This became the Bank of Bengal.
 April 15, 1840: Bank of Bombay established.
 July 1, 1843: Bank of Madras established.
 1861: Paper Currency Act passed.
 January 27, 1921: all three banks amalgamated to form Imperial Bank of India.
 July 1, 1955: State Bank of India formed; becomes the first Indian bank to be
Nationalized.
1959: State Bank of India (Subsidiary Banks) Act passed, enabling the State Bank of
India to take over eight former State-associated banks as its subsidiaries
1980s When Bank of Cochin in Kerala faced a financial crisis, the government merged it
With State Bank of India.
June 29, 2007: The Government of India today acquired the entire Reserve Bank of India
(RBI) shareholding in State Bank of India (SBI), consisting of over 314 million equity
Shares at a total amount of over 355 billion rupees.
Associate banks:
There are seven other associate banks that fall under SBI. They all use the "State Bank
Of" name followed by the regional headquarters' name. These were originally banks belonging to
Princely states before the government nationalized them in 1959. In tune with the first Five Year
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Plan, emphasizing the development of rural India, the government integrated these banks with
the State Bank of India to expand its rural outreach. The State Bank group refers to the seven
associates and the parent bank. All the banks use the same logo of a blue keyhole. Currently, the
group is merging all the associate banks into SBI, which will create a "mega bank", and one
hopes, streamline operations and unlock value.
 State Bank of Bikaner & Jaipur

 State Bank of Hyderabad
 State Bank of Indore
 State Bank of Mysore
 State Bank of Patiala
 State Bank of Saurashtra
 State Bank of Travancore
Foreign Offices:
State Bank of India is present in 32 countries, where it has 84 offices serving the international
needs of the bank's foreign customers, and in some cases conducts retail operations. The focus of
these offices is India-related business.
Foreign Branches:
SBI has branches in these countries:
 The Israeli branch
 Australia
 Bahrain
 Bangladesh
 Belgium
 Canada
 Dubai
 France
 Germany
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 Hong Kong
 Israel
 Japan
 People's Republic of China
 Republic of Maldives
 Singapore
 South Africa
 Sri Lanka
 Sultanate of Oman
 The Bahamas
 U.K.
 U.S.A
Subsidiaries and Joint Ventures:
In addition to the foreign branches above, SBI has these wholly owned subsidiaries and
Joint ventures
 Nepal state bank ltd

 SBI Canada
 SBI California
 SBI Mauritius
 Indian ocean international bank
Growth
Mumbai India location
State Bank of India has often acted as guarantor to the Indian Government, most notably during
Chandra Shekhar's tenure as Prime Minister of India. With more than 9400 branches and a
further 4000+ associate bank branches, the SBI has extensive coverage. Following its arch-rival
HDFC Bank, State Bank of India has electronically networked most of its metropolitan, urban
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and semi-urban branches under its Core Banking System (CBS), with over 4500 branches being
incorporated so far. The bank has the largest AT M network in the country having more than
5600 ATMs. The State Bank of India has had steady growth over its history, though the Harshad
Mehta scam in 1992 marred its image. In recent years, the bank has sought to expand its overseas
operations by buying foreign banks. It is the only Indian bank to feature in the top 100 world
banks in the Fortune Global 500 rating and various other rankings. According to the Forbes 2000
listing it tops all Indian companies.
Group companies:
 SBI Capital Markets Ltd.
 SBI Mutual Fund (A Trust)
 SBI Factors and Commercial Services Ltd
 SBI DFHI Ltd
 SBI Cards and Payment Services Pvt Ltd
 SBI Life Insurance Co. Ltd -Banc assurance e (Life Insurance)
 SBI Funds Management Pvt Ltd
 SBI Canada
IT Initiatives:
According to PM Network (December 2006, Vol. 20, No. 12), State Bank of India launched a
project in 2002 to network more than 14,000 domestic and 70 foreign offices and branches. The
first and the second phases of the project have already been completed and the third phase is still
in progress. As of December2006, over 10,000 branches have been covered. The new
infrastructure serves as the bank's backbone, carrying all applications, such as the IP telephone
network, AT M network, Internet banking and internal-mail. The new infrastructure has enabled
the bank to further grow its AT M network with plans to add another 3,000 by the end of 2007
raising the total number to 8,600. As of September 20, 2007 SBI
Corporate Details:
This site provides comprehensive information on State Bank of India or SBI Bank, the
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Premier Nationalized Indian Bank. State Bank of India is actively involved since 1973 in non-
profit activity called Community Services Banking.
State Bank of India is India's largest bank amongst all public and private sector banks operating
in India.
State Bank of India owns and operates the following subsidiaries and Joint Ventures:-
 State Bank Of India Credit Card
 State Bank Of India Online
 State Bank Of India USA
 State Bank Of India Services
 State Bank Of India Mutual Funds
 State Bank Of India Branch
 State Bank Of India NRI Account
Banking Subsidiaries:
 State Bank of Bikaner and Jaipur (SBBJ)
 State Bank of Hyderabad(SBH)
 State Bank of Indore (SBI)
 State Bank of Mysore (SBM)
 State Bank of Patiala (SBP)
 State Bank of Saurashtra (SBS)
 State Bank of Travancore (SBT)
Foreign Subsidiaries
 State bank of India International (Mauritius) Ltd.
 State Bank of India (California).
 State Bank of India •
 INMB Bank Ltd, Lagos.

Non- banking Subsidiaries.
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 SBI Capital Markets Ltd (SBICAP)
 SBI Funds Management Pvt Ltd (SBI FUNDS)
 SBI DFHI Ltd (SBI DFHI)
 SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS)
 SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
Joint ventures:
• SBI Life Insurance Company Ltd (SBI LIFE).
Activities:
State Bank of India administrative structure is well equipped to oversee the large network of
branches in India and abroad. The State Bank of India 14 Local Head Offices and 57 Zonal
Offices are located at important cities spread throughout the country. State Bank of India has 52
foreign offices in 34 countries across the globe. The Corporate Accounts Group is a Strategic
Business Unit of the Bank set up exclusively to fulfill the specialized banking needs of top
corporate in the country.
The main activities of are into –
 Personal Banking.
 NRI Services.
 Agriculture.
 International.
 Corporate.
 SME.
Domestic Treasury State Bank of India offers the following services to its customers –
 Domestic Treasury
 SBI Vishwa Yatra Foreign Travel Card.
 Broking Services
 Revised Service Charge.
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 ATM Services
Company Profile of HDFC

HDFC Bank Limited (the Bank) is a banking company. The Bank is engaged in providing a
range of banking and financial services. The Bank operates in four segments: treasury, retail
banking, wholesale banking and other banking business. The treasury segment primarily consists
of net interest earnings from the Bank’s investments portfolio, money market borrowing and
lending, gains or losses on investment operations and on account of trading in foreign exchange
and derivative contracts. The retail banking segment raises deposits from customers and makes
loans and provides other services. The wholesale banking segment provides loans, non-fund
facilities and transaction services to large corporate, emerging corporate, public sector units,
government bodies, financial institutions and medium scale enterprises. The other banking
business segment includes income from Para banking activities, such as credit cards, debit cards
and third party product distribution, primary dealership business.
Background
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of RBI's liberalization of the Indian Banking Industry in 1994. The bank
was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office
in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in
January 1995.
Promoter
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in the
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financial markets, strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
Capital Structure
As on 31st December, 2009 the authorized share capital of the Bank is Rs. 550 corer. The paid-
up capital as on said date is Rs. 455, 23, 65,640/- (45, 52, 36,564 equity shares of Rs. 10/- each).
The HDFC Group holds 23.87 % of the Bank's equity and about 16.94 % of the equity is held by
the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue).27.46 %
of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about 4, 58,683
shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange
of India Limited. The Bank's American Depository Shares (ADS) are listed on the New York
Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts
(GDRs) are listed on Luxembourg Stock Exchange under ISIN No US40415F2002
Banking Subsidiaries:
 HDFC Bank
 HDFC Asset Management Company
 HDFC Standard Life Insurance Company
 HDFC Ergo General Insurance Company ltd(formally HDFC General Insurance
Company ltd)
Activities:
HDFC Bank provides correspondent bank services to Co-operative Banks, Private Banks, and
Foreign Banks & RRB's. Banks can leverage HDFC bank’s branch network, technology and
product capability. We have a wide range of products engineered to suit the needs of the banking
sector this is backed up by a dedicated Relationship Management Team and dedicated servicing
department
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HDFC Bank mainly provides three kinds of banking services:
 Personal Banking
 NRI Banking
 Wholesale Banking
Value added services in SBI Bank
 Internet Banking :
The Internet banking portal of our bank enables its retail banking customers to operate their
accounts from anywhere anytime, removing the restrictions imposed by geography and time. It's
a platform that enables the customers to carry out their banking activities from their desktop,
aided by the power and convenience of the Internet.
Using Internet banking services, you can do the following normal banking transactions online:
 Funds transfer between own accounts.

 Third party transfers to accounts maintained at any branch of SBI
 Group Transfers to accounts in State Bank Group
 Inter Bank Transfers to accounts with other Banks
 Online standing instructions for periodical transfer for the above
 Credit PPF accounts across branches
 Request for Issue of Demand Draft
 Request for opening of new accounts
 Request for closure of Loan Accounts
 Request for Issue of Cheque Book
Apart from these, the other salient value-added features available are:
 Utility bill payments
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 Online Ticket Booking for travel by Road, Rail and Air
 SBILIFE, LIC and other insurance premium payments.
 SBI and other Mutual funds Investments
 SBI and other Credit Card dues payments.
 Tax Payment – Income, Service, State Govt.
 Customs Duty Payment.
 Online Share Trading (eZ-trade@SBI).
 Online Application for IPO
 Fee Payment to select educational institutions including IITs and NITs.
Terms of services
General Information
1) The www.onlinesbi.com registration form should be addressed and sent directly to the
Branches where the applicants maintain his/her/their accounts.

2 Separate registration is required in case the accounts are maintained at different
) branches. Separate registration is allowed for single and joint accounts at the option of
the user.

3) Normally the account holders can access his accounts through the www.onlinesbi.com
only after he/she acknowledges to the respective Branches the receipt of the User-Id and
Password sent to him/her.

4) Each account holder in a joint account with “Either or Survivor” type mode of operation
may register himself/ herself as a USER of the www.onlinesbi.com facility.

5) All other accounts not listed in the registration form have been available on the
27
www.onlinesbi.com for the purpose of enquiry only. The customers may approach
Branch for enabling transaction rights on such accounts any time.

6) The www.onlinesbi.com service cannot be claimed as a right. The Bank may also
convert the Service into a discretionary service anytime, if so warranted, after it has been
made available to the USER.
ATM services
State Bank offers you the convenience of over 21,000 ATMs in India, the largest network in the
country and continuing to expand fast! This means that you can transact free of cost at the ATMs
of State Bank Group (This includes the ATMs of State Bank of India as well as the Associate
Banks - namely, State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of
Mysore, State Bank of Patiala, and State Bank of Travancore) and wholly owned subsidiary viz.
SBI Commercial and International Bank Ltd., using the State Bank ATM-cum-Debit (Cash Plus)
card.
KINDS OF CARDS ACCEPTED AT STATE BANK ATMs
Besides State Bank ATM-Cum-Debit Card and State Bank International ATM-Cum-Debit Cards
following cards are also accepted at State Bank ATMs: -
1) State Bank Credit Card
2) Cards issued by other banks displaying Maestro, Master Card, Cirrus, VISA and VISA
Electron logos
3) All Debit/ Credit Cards issued by any bank outside India displaying Maestro, Master Card,
Cirrus, VISA and VISA Electron logos
State Bank ATM-cum-Debit (State Bank Cash plus) Card:
28
India's largest bank is proud to offer you unparalleled convenience viz. State Bank ATM-cum-
Debit (Cash Plus) card. With this card, there is no need to carry cash in your wallet. You can
now withdraw cash and make purchases anytime you wish to with your ATM-cum-Debit Card.
Get an ATM-cum-Debit card with which you can transact for FREE at any of over 21,000 ATMs
of State Bank Group within our country.
Details of State Bank Cash plus Scheme:
Features:
 Withdraw cash from over 21,000 ATMs of our group FREE and about 40000 ATMs of
other banks under multi-lateral sharing viz. Andhra Bank, Axis Bank, Bank of India, The
Bank of Rajasthan Ltd. Canada Bank, Corporation Bank, Dena Bank, HDFC Bank,
Indian Bank, IndusInd Bank, Punjab National Bank, UCO Bank and Union Bank of India
apart from ATMs displaying Master Card/ Maestro/Cirrus logo for FREE up to first 5
transactions in a calendar month (for SBI account holders).
 Make payments for purchases by using the debit card at more than 4 lakh shops,
restaurants, shopping malls, hotels, petrol pumps and many other outlets which display
Maestro logo.
 Recharge pre-paid mobile phones of Vodafone, IDEA, Reliance and BPL without any

charges at any State Bank ATM.
 Recharge pre-paid mobile phones of AIRTEL of 11 Circles viz. Mumbai, Delhi, Gujarat,
M.P., U.P. (East), U.P. (West), Karnataka, Kerala, Andhra Pradesh, Tamilnadu, and
Chennai, through ATM/ SMS anywhere in India.
 Recharge mobile phones of AIRTEL, Vodafone, IDEA, Uninor, Virgin, Reliance and
BPL without any charges at all ATMs as well as by sending SMS The text of SMS has
been as under: -
29
Service SMS Text Send SMS to
Provider
Airtel RC (AMOUNT) PIN 535
BPL RC SBI (AMOUNT) 140
PIN
Vodafone RC SBI (AMOUNT) 147
PIN
IDEA RC SBI (AMOUNT) 575
PIN
 Pay MTNL, Mumbai bills through State Bank ATMs
 Payment Electricity Bills (Bescom), Bangalore
 Payment of SBI Credit Card bills
 Payment of SBI Life insurance premium
 Pay fees of select colleges
 Registration of SBI Mobile Banking and SMS Alerts
 Donate to Temple Trusts: - (a) Vaishno Devi (b) Shirdi Saibaba (c) Gurudwara Takht
Saheb, Nanded (d) Tirupati and (e) Sri Jagannath Temple, Puri (f) Palani, Tamil Nadu (g)
Kanchi Kamakoti Petam, Tamil Nadu (h) Ramakrishna Mission, Kolkatta (i) Mantralaya,
Andhra Pradesh (j) Kashi Vishwanath, Banaras (k) Tulja Bhavani, Mumbai (l)
Mahalakshmi, Mumbai
 Donate to Relief Funds: (a) CM Relief Fund, Orissa (b) CM Relief Fund, Bihar (c)
Rajiv Gandhi Aarogyasri Fund
30
 Mobile Banking
State Bank Freedom – Your Mobile Your Bank
Away from home, balance enquiries can be made and/or money sent to the loved ones or bills
can be paid anytime 24x7!! That is what State Bank Freedom offers -convenient, simple, secure,
anytime and anywhere banking.
1. Mobile Banking Service over Application/ Wireless Application Protocol
(WAP) The service is available on java enabled mobile phones (with or without GPRS) where
the user is required to download the application on to the mobile handset. The service can also be
availed via WAP on all phones (java/non java) with GPRS connection.
The following functionalities are available:
 Funds transfer (within and outside the bank)
 Interbank Mobile Payment Services (IMPS.
 Enquiry services (Balance enquiry/ Mini statement)
 Cheque book request
 Demat Enquiry Service
 Bill Payment (Utility bills, credit cards, Insurance premium), Donations, Subscriptions
 Mobile Top up
 M Commerce (Top up of Tata sky, Big TV, Sun Direct, Dish TV connections and receive
recharge pins for Digital TV/Videocon d2h, SBI life insurance premium)
Business Rules
• All Current/ Savings Bank Account holders in P segment are eligible.
• Transaction limit per customer per day is Rs.50,000/- with a calendar month limit of
Rs.2,50,000/-
• All customers can avail the Service irrespective of their telecom service provider.
• The Service is free of charge. SMS/GPRS cost has been borne by the customer.
31
2. Mobile Banking Service over SMS:
The service is available on all phones (java/non java) with/without GPRS connection. No need to
download the application. Ordinary SMS charges are applicable.
• Balance Enquiry andMini Statement

• Mobile Top up
• DTH Top up and recharge
• IMPS- Mobile to Mobile Transfer
• Change MPIN
Business Rules
• Transaction limit per customer per day is Rs.1, 000/- with a calendar month limit of
Rs.5, 000/-
• All customers can avail the Service irrespective of their telecom service provider.
• The Service is free of charge. SMS cost has been borne by the customer.
• As a matter of abundant precaution, Customers are requested to delete all the messages
sent to the number 9223440000, once the response for their request has been received.
3. Mobile Banking Service over USSD (Unstructured Supplementary Service
Data)
The service is available on all phones (java/non java) with/without GPRS connection. No need to
download the application.
• Balance Enquiry/Mini Statement

• Mobile Top up
• Funds Transfer (within Bank)
32
Business Rules
• Transaction limit per customer per day is Rs.1, 000/- with a calendar month limit of
Rs.5, 000/-
• The Service is available for subscribers of select telecom operators only.
• The Service is free of charge. USSD session charges have been borne by the customer.
• The service is session based and requires a response from the user within a reasonable
time.
 Download Mobile Banking Application

 Guide to using Bluetooth / data cable
 Registration Process
 Terms & Conditions of Mobile Banking Services
 User-Manual for MBS over Application
 User-Manual for MBS over USSD.
 FAQs on MBS over Application & WAP
 FAQs on MBS over USSD
 FAQs on IMPS.
 State wise List of Billers
 Use Mobile Banking to Pay for Goods Purchased over Internet
 User-Manual for SMS Banking
 Mobile Banking Service For SME Customers

 DEMAT SERVICES:
33
SBI offers Demat services that would ensure free transferability of securities with speed,
accuracy and security.
SBI is Depository Participant both with - National Securities Depositories Limited (NSDL) and
Central Depository Services Limited (CDSL) through more than 1000 branches -
Features & Benefits
As opposed to the earlier form of dealing in physical certificates with delays in transaction,
holding and trading in Demat form has the following benefits:
 Account Maintenance & Safe custody: Facilitates Maintaining Security Balance in

electronic form.
 Dematerialization: Facilitates converting physical share certificate into electronic
balances.
 Rematerialization: Facilitates converting the electronic balances to physical (share
certificate) form.
 Account Transfers: Facilitates delivery/receipt of electronic balances consequent to
market / off-market trades.
 Pledge/Hypothecation: Facilitates blocking securities balance of borrowers in favour of
lenders for obtaining Loans / advances against shares.
 Initial Public offer: Facilitates faster and direct credit of security balances into DP
account on allotment through public issue of companies.
 Disbursement of corporate benefits: Facilitates faster and direct credit of security
balance into DP account on account of non-monetary corporate benefits as bonus and
rights issues.
 Security Lending: Facilitates earning extra income on your dematerialized holdings by
the way of securities lending.
In fact what makes scrip less holding in SBI DP account most attractive is the total ease
of operation.
Once you open your account, you can easily convert your physical holdings to paperless
form by surrendering your share certificate together with a Demat request form.
34
Thereafter, on selling / purchasing securities, you only need to give an appropriate
instruction to effect settlement.
Balance transfer:
SBI Card offers yet another interest saving option with 'Balance Transfer'. Transfer all your high-
rate credit card balances to SBI Card and save now! Enjoy the best deals on Balance Transfer:-
Transfer now and enjoy the following benefits:-
Save on high interest rates of other credit cards
Enjoy low rates on SBI Card
Simplify balances into one convenient payment by transferring all other card balances to SBI
Card
Convenience with Fast Balance Transfer
Just 3 working days with Visa Credit Card Pay for all other Visa Cards
Up to 7 working days for all other cards except Visa.
Value added services of HDFC Bank
35
 Internet Banking :
The Internet banking portal of our bank, enables its retail banking customers to operate their
accounts from anywhere anytime, removing the restrictions imposed by geography and time.
It's a platform that enables the customers to carry out their banking activities from their
desktop, aided by the power and convenience of the Internet.
Using Internet banking services, you can do the following normal banking transactions
online:
 Fund transfer between own account

 Third party transfer
 Interbank transfer to account with other bank
 Credit PPF across branches
 Request for issuing demand draft
 Request for issuing cheque book
 Request for opening a new account
 Request for closure of loan account
Apart from these, the other salient value-added features available are:
 Utility bill payments

 Online tickets booking of rail,bus,air and movies
 Tax payament-Income,Service,State Govt
 Custom duty payment
 Online application for IPO
 Online share trading
Truly smart services to cover most of your banking transactions. All this and much more, from
your desktop. All our branches are enabled for Internet Banking. Contact your branch for
availing this service. You can visit for www.hdfcbank.com downloading the registration form.
 Mobile banking:
36
Bank with your Phone
Away from home, balance enquiries can be made and/or money sent to the loved ones or bills
can be paid anytime 24x7!!! That is what HDFC Freedom offers -convenient, simple, secure,
anytime and anywhere banking.
How It Work?
Mobile Banking works through a set of text messages (SMS). With SMS you can perform a wide
range of query-based transactions from your mobile phone, without even making a call.
All you need to do is to type in the specified code for the transaction as a text message and
send it to 5676712.
See designated codes for GSM Phones

See designated codes for Reliance India Mobile Phones
You will receive the response in the form of a text message on your mobile phone screen
within a few seconds.
What can I do using Mobile Banking?
Our Mobile Banking service provides a host of features at your finger-tips through SMS:
 Get your balance details

 Obtain your last 3 transaction details
 Request a cheque book
 Stop a cheque payment
 Enquire cheque status
 Request an account statement
 Get Fixed Deposit details
 Request for Internet PIN re-generation
 Pay your bills
37
 ATM Services:
Our wide range of ATMs across the country ensures that you are never too far from your
money. You can cater to your diverse banking needs, right from just withdrawing cash to a
whole host of other transactions to help you manage your account with complete security and
convenience, whenever you want.
What are the features of HDFC Bank ATMs?
With a wide spread network of 10,361 ATMs across India, enjoy the following benefits at
your convenience:
 24 hour access to cash

 Personalized cash withdrawals
Benefits of your HDFC Bank ATM
Withdraw cash, check your balance, order a cheque book; all at your own convenience from
over 10,361 HDFC Bank ATMs across the country. The fast, easy and convenient way to
transact through your account. To find the ATM closest to you choose your city from the link
below.
HDFC Bank ATMs – 40% Faster
Our fast paced world calls for faster cars, faster trains, and faster planes. What about your
bank? HDFC Bank ATMs now allow you to withdraw cash 40% faster than other ATMs. At
the ATM, you can register your most frequently used cash withdrawal amount along with the
account and preferred language as "My Favorite". Thereafter, to withdraw the same amount,
you only need to enter your PIN, select "My Favorite", and collect the cash. This reduces the
number of screens you have to go through from 9 to 5, thus saving 40% of your time.
 DEMAT SERVICES:
HDFC Bank is a leading Depository Participant in India with over 1.4 million Demat
Accounts. HDFC Bank Demat Services offers you a secure and convenient way to keep track
38
of your securities and investments, without the hassle of handling physical documents
What are the features?
 No Account Opening charges

 1st year waiver on Annual Folio Maintenance Charges
 Transaction linked Annual Folio Maintenance charge from 2nd year onwards (More
you transact, Lesser you pay)
 No stamp duty on transfer of securities held in Demat form

 Auto credit of rights / bonus / public issue / dividend through ECS
 Holding / Transaction details through HDFC Bank Net Banking
 Pledging of securities
How to I open an account?
Firstly I have to Bank and request for Demat account form for opening Demat Account.
Then I will complete all the formalities and submit all documents with the account form,.
Alternatively, I can visit an HDFC Bank Branch where they have been happy to help us with
the application process.
I have been provided with a ‘Welcome Kit’, which includes:
 1. A Welcome Letter
 2. Your personalized instruction booklet
 3. A Client Master List (CML), which includes:
(a) Name of holder/Savings Bank and Address
(b) Bank Account details
39
(c) Nomination details (if any)
(d) Demat Account Number and DP ID
 4. DP-Client Agreement and Tariff Sheet
40
CHAPTER – 3
REVIEW OF THE LITERAUTRE
41
Review of literature
Uppal, R.K. and Kaur, R. (2010) “emphasized that cost should be properly
managed to improve the profitability of banks because the net profits were affected by
the increase or decrease in operating cost”.
Chawla, A.S.(2009) “made an attempt to analyze the emerging trends in profits and
profitability of four banks”, two each from public sector and private sector banks.
Basis of profitability analysis.
Chowdari Prasad and K.S. Srinivasa Rao (2006) in their paper, “Private
Sector Banking in India- A SWOT Analysis” studied the performance of all private
sector banks. As per the criteria selected like efficiency, financial strength,
profitability and size of scale, it is revealed that the private sector banks are in position
to offer cost-effective, efficient products and services to their customers using
technology, best utilization of human resources along with professional management
and corporate governance principles
Qamar, F (2005) “ in his paper examined commercial banks in terms of endowment
Factors, risk factors, revenue diversification, profitability and efficiency parameters”.
S. and Verma, S. (1999) determined the factors influencing the profitability of

public sector banks in India by making use of ratio of net profits as percentage of
working funds. They concluded that spread and burden play a major role in
determining the profitability of commercial banks.
Deb and Kalpada (1998) in their study entitled, “Indian Banking since
Independence”, studied the growth of banking in India covering the period from 1966-
1987. The analysis revealed that the structure of the banking system changed
considerable over the years. It was further pointed out that the quantitative growth of
the public sector banks was no doubt significant in some of the areas, but qualitative
improvement, by and large lacked in desired standards. In spite of substantial increase
in deposit mobilization, their share in national income continued to be very low. It was
concluded that the public sector banks were neither guided by the consideration of
returns nor were they very much concerned with developmental strategies.
Das A.( 1997) in his paper on “Technical allocation and Scale Efficiency of the
Public Sector Banks in India” The study found that there is decline in overall
42
efficiency due to fall in technical efficiency which was not offset by an improvement
in allocative efficiency. However, it is pointed out that the deterioration in technical
efficiency was mainly on account of few nationalized banks
Chidambaram R. M and Alamelu (1994) in their study entitled, “Profitability

in Banks, a matter of survival”, pointed out the problem of declining profit margins in
the Indian Public Sector Banks as compared to their private sector counterparts. It was
observed that in spite of similar social obligations; almost all the private sector banks
have been registering both –high profits and high growth rate with respect to deposits,
advances and reserves as compared to the public sector banks. Regional orientation,
better customer services, proper monitoring of advances and appropriate marketing
strategies are the secrets behind the success of public of the private sector banks.
43
CHAPTER – 4
RATIONALE OF THE STUDY
44
Rationale of study
The investor and students has been highly benefited as the purpose of this research is to
get acquainted with the practical of value added services research in addition to the
theoretical studies in course of the academic year. The research will help the researcher to
understand about various values added services which are offered by HDFC and SBI
banks to customers in Indore region and a comparative analysis from the data so collected
has been analyzed. The value added services provided by SBI bank are more accepted by
respondents because the bank provide more ATM’s located near consumer and more
facility are provided by the SBI bank, But some respondents prefer to use the value added
services of the HDFC bank because of bank provide fast and efficient services to their
customer and bank also provide help counter to help the customer in any manner.
45
CHAPTER – 5
OBJECTIVE’S OF THE STUDY
46
Objective’s of the study

The research objective forms the purpose of the project. Every research follows a set of well-
planned objectives. These objectives may be research questions or associated investigative
questions. Each purpose presented here has a corresponding result’s section later in the report.
The main objective behind the research was to compare various value added services which are
offered by HDFC and SBI banks to its customers in Indore region. The various objective of the
researcher are as follows:
 To compare and study various Values added services which are offered by HDFC and
SBI to its customers in Indore Region.
 To analyze and evaluate the level of customer satisfaction due to offering of extra value
added services.
 To recommend various strategies which can be adopted by HDFC and SBI to increase the
level of customer satisfaction?
47
CHAPTER – 6
RESEARCH METHODOLOGY
48
Research methodology
Research methodology is a method of studying problems whose solutions are

to be desired partly or wholly from fact these fact may be statement of opinions,
historical fact those contained in record and report the result of test answers to
questionnaires, experimental data of any sort, and so forth.”
By M.S. MONROE
o Redman & Mory-Systematized effort to gain new knowledge.

o Research is an art of scientific investigation.
It refers to the systematic method consisting of enunciating the problem, formulating a

hypothesis, collecting the facts or data, analyzing the facts and reaching certain
conclusions either in the form of solutions towards the concerned problem or in certain
generalizations for some theoretical formulation.
Meaning of Research: Re-search implies “ search again”, it is a study wherein the
researchers take a careful look at the data repeatedly to gain all the knowledge that can be
known about the subject under study. In common research means search for knowledge.
Definitions of Research:
In the words of Redman and Mory “Research is a systematic effort to gain new knowledge.”
The Advanced Learner’s dictionary of current English defines research as “A careful
investigation or inquiry specially through search of new facts in any branch of
knowledge.”
According to Clifford woody,” Research comprises defining and redefining problems,
formulating hypothesis or suggesting solutions; collecting ,organizing and evaluating data
,making deductions and reaching conclusions, and at last carefully testing the conclusions to
determine whether they fit the formulating hypothesis.”

49
STEPS OF RESEARCH PROCESS: There are various steps involved in
the research process:
1. Defining the New Problem: The formulation of a general topic into a

specific research problem, this constitutes the first step in the research process well
defined problem gives the researcher a proper direction for carrying out investigation.
2. Planning the Research Design: Once the Problem is defined properly, the
research design must be developed. Planning the research design is the crucial step in
the research process. A research design is the actual framework of a research that
provides specific details regarding the process to be followed in conducting the
research.
3. Planning a sample: Once the researcher determines the appropriate design, he
moves on to the next stage of planning the sample to be used. Sampling is a process
that uses a small number of item or a small proportion of a population to draw
conclusion regarding the whole population.
4. Gathering the Data: After the designing of sampling plan, the process of
gathering the data from the units in the sample should begin. Data collection is
done in two stages pre-testing and the main study. Pre-testing will involve collecting
data from a small sub sample which will determine whether the chosen data
collection plan for the main study is appropriate or not. This pre-testing will help
the researcher to identify and reduce the potential errors that otherwise might come
up during the main stage.
5. Processing and Analyzing the data: Once the data has been collected, the
next step in the research process is to evaluate the collected data. It is done by using
different mathematical and statistical models. Editing and coding of data are the major
steps with which the evaluation of data generally begins.
6. Drawing Conclusion and preparing the Report: The final stage in the
research process is to interpret the information, draw conclusions relevant to
managerial decisions and making recommendations. Finally, the major phase that
comes into picture is the preparation of a research report.
Tool for data collection:
For the conduct of the research, the Primary data has been collected through the use of
100 structured questionnaires which has been circulated among the customers of HDFC
and SBI. The secondary data has been collected through various sources like Journals,
magazines, and other researches done by the researchers.
50
Tools for Data Analysis:
On the basis of data collected through Primary a sources, the analysis has been done based on
researcher knowledge and observation during the course of research conducted. Researcher use
descriptive research with the help of primary data. The sampling technique used by researcher is
simple random technique.
Meaning and definition of primary and secondary data
PRIMARY DATA:
“Primary data is the data which is collected directly from the respondents using various data
collection methods like-survey, interviews, questionnaires, observation”
Primary data is also known as “first-hand data”. The primary data has been collected by the
survey or questionnaire. A questionnaire is a research instrument consisting of a series of
questions and other prompts for the purpose of gathering information from respondents. A term
for data collected on source which has not been subjected to processing or any other
manipulation, it is primary data. It is a relative term data. Primary data can be input to a
computer program or used in manual analysis procedures such as gathering statistics from a
survey. Primary data (sometimes called source data or edgy data) is data that has not been
processed for use. A distinction is sometimes made between data and information to the effect
that information is the end product of data processing. Primary data that has undergone
processing is sometimes referred to as cooked data. Although raw data has the potential to
become “information," it requires selective extraction, organization, and sometimes analysis and
formatting for presentation.
SECONDARY DATA:
“Secondary data is the data that already exists which has been collected by some other persons
or organizations for their use and is generally made available to other researcher for free or at a
concessional rate’ Sources of secondary data include website, journals, trade associations, books,
Secondary data is data collected by someone other than the user. Common sources of secondary
data for social science include censuses, surveys, organizational records and data collected
through qualitative methodologies or qualitative research. Primary data, by contrast, are collected
by the investigator conducting the research...Secondary data analysis saves time that would
otherwise be spent collecting data and, particularly in the case of quantitative data, provides
larger and higher-quality databases than would be unfeasible for any individual researcher to
collect on their own. In addition to that, analysts of social and economic change consider
secondary data essential, since it is impossible to conduct a new survey that can adequately
capture past change and/or developments.
51
CHAPTER-7
DATA ANALYSIS & DATA INTERPRETATION
52
“A COMPRATIVE STUDY OF VALUE ADDED SERVICES OFFERED BY
STATE BANK OF INDIA AND HDFC BANK (WITH SPECIAL
Comparative analysis of customer satisfaction of value added services
Q1. In which bank do you have an account?
option Frequency %
HDFC Bank 46 46
SBI Bank 54 54
Total 100 100
120
100
80
60 Frequency
%
Result-From the
40
survey it was found
20 that amongst 100
0 respondents that 54%
HDFC Bank SBI Bank Total
respondents have SBI
bank account and 46%
have HDFC bank account
Interpretation - the above table show that 54% respondents are preferred the SBI bank and
the 46% respondents are HDFC bank, because the SBI bank is the oldest bank in our country
also they have more branches, and SBI bank is the Government bank that is also a reason that the
consumer prefer to have an account in a bank, and respondents also prefer to have an account in
HDFC bank because of fast and efficient services.
Q2. Are you using any of the services in bank?
53
HDFC BANK SBI BANK
frequen % frequen %
Option
cy cy
100
Yes 46 54 100
No 0 0 0 0
Total 46 100 54 100
120
100
80
HDFC BANK
60
SBI BANK
40
20
0
Option Yes No Total
Result- From the survey it was found that amongst 100 respondents. 54% respondents use SBI
bank services and 46% use HDFC bank services.
Interpretation- From the above table 54% of respondents prefer the SBI Bank services and
46% of respondents are prefer the HDFC Bank services, Respondents uses many services of the
SBI bank because bank provide more valuable services to their customer, bank also provide to
their customer SMS alert on customer mobile of every transaction, But some consumers also use
54
the services provided by HDFC bank because HDFC bank is a private sector bank and customers
thinks that the private bank provide more services then the government bank.
Q3. If yes which type of account do you use in Bank?
55
Option HDFC BANK % SBI BANK %
frequency frequency
Saving account 36 78.3 39 72.2
Youngsters 2 4.3 3 5.6
Salary account 6 13.0 12 22.2
others 2 4.3 1 1.8
Total 46 100 54 100
120
100
80
60
HDFC BANK
40 %
SBI BANK
20 %
Result-From the 54 respondent of SBI bank 39 respondent use saving account or 3 respondent
use youngster type and 12 respondent use salary account and 1 use other type of account and
from the 46 respondent of HDFC bank 36 respondent use saving account or 2 respondent use
youngster type and 6 respondent use salary account and 2 use other type of account.
Interpretation- From the above table in SBI bank customer 72.2% respondents prefer the saving
account and 22.2% respondents prefer the salary account and 5.6% respondents prefer the youngsters
account and 1.6% respondents prefer the others account. And in HDFC Bank customer 78.3%
respondents prefer the saving account and13.3% respondents prefer the salary account and4.3 %
respondents prefer the youngster account and 4.3%. Respondents prefer the others account.
56
Q4. Are you aware of all the value added services provided by Bank?
Option HDFC % SBI BANK %

BANK Frequency
Frequency
57
Fully aware 18 31.1 26 48.1
Partly aware 25 54.3 27 50
Not aware 3 6.5 1 1.8
Total 46 100 54 100
120
100
80
Fully aware
60 Partly aware
Not aware
40
Total
20
0
HDFC BANK Frequency % SBI BANK Frequency %
Result- From the survey it was found that amongst 100 respondents.26 respondents fully aware,
27 respondents are partly aware and 1respondent is not aware from the value added services
provided by SBI bank or in HDFC bank 18 respondents fully aware, 25 respondents are partly
aware and 3 respondents is not aware of the value added services.
Interpretation – from the above table in SBI Bank 48.1% respondents fully aware the value
added services and 50% respondents partly aware the value added services and 1.8% respondents
not aware the value added services .And in HDFC Bank 31.1% respondents fully aware the value
added services and 54.3% respondents partly aware the value added services and 6.5%
respondents not aware the value added services.
Q5. Do you face any problem in any transaction with this Bank?

BANK Frequency
Frequency
Yes
58
15 32.6 16 29.6
No
31 67.4 38 70.4
Total 46 100 54 100
120
100
80
HDFC BANK Frequency
60 %
SBI BANK Frequency
40 %
20
0
Yes No Total
Result- From the survey it was found that amongst 100 respondents.16 respondents face
problem and 38 do not face problem in any transaction with this SBI Bank or in HDFC bank 15
respondents face problem and 31 do not face problem in any transaction.
Interpretation – From the above table in SBI Bank 29.6% respondents face the problem in
any transaction. And in HDFC Bank 32.6% respondents face the problem in any transaction. The
customers of SBI bank face more problem then the HDFC bank because the customers believe
that because of government bank the process of the SBI bank is slower than the HDFC bank.
Q.6 Do you use mobile banking services regarding bank account and credit account?

BANK Frequency
Frequency
Yes 24 52.2 32 59.3
No 22 47.8 22 40.7
59
Total 46 100 54 100
120
100
80
Yes
60
No
40 Total
20
0
Result- From the survey it was found that amongst 100 respondents. 32 respondents use mobile
banking services and 22 respondents do not use mobile banking services regarding bank account
and credit account of SBI bank or in HDFC bank 24 respondents use mobile banking services
and 22 respondents do not use mobile banking services regarding bank account and credit
account.
Interpretation – From the above table in SBI Bank 59.3% respondents prefer the mobile
banking services and40.7% respondent not prefer mobile banking services. And in HDFC Bank
52.2% respondents prefer mobile banking services and 47.8% respondents not prefer mobile
banking services.SBI provide efficient mobile services regarding credit card because most of
customers SBI credit card and bank provide facility on mobile to access the credit card for any of
use.
Q.7. Do you use internet banking for bill payments?

BANK Frequency
Frequency
Yes 26 56.5 31 57.4
No 20 43.5 23 42.6
60
Total 46 100 54 100
120
100
80
Yes
60
No
Total
40
20
0
Result- From the survey it was found that amongst 100 respondents. 31 respondents use
internet banking for bill payments and 23 respondents do not use internet banking for bill
payments of SBI bank or in HDFC bank 26 respondent’s use internet banking for bill payments
and 20 respondents do not use internet banking for bill payments.
Interpretation – From the above table in SBI Bank 57.4% respondents prefer internet
banking and 42.6% respondents not prefer internet banking. And in HDFC Bank 56.5%
respondents prefer internet banking and 43.5% respondents not prefer the internet banking. For
any kind of bill payment most customers uses the SBI online banking services because SBI bank
complete the formalities of online banking festally.
Q8. Do you enjoy demat services provided by bank?

BANK Frequency
Frequency
Yes 19 41.3 25 46.3
No 27 58.7 29 53.7
61
Total 46 100 54 100
120
100
80
Yes
60
No
Total
40
20
0
Result- From the survey it was found that amongst 100 respondents. 25 respondents enjoy
demat services provided by bank and 29 respondents do not enjoy demat services provided by
SBI bank or in HDFC bank 19 respondents use mobile banking services and 27 respondents do
not enjoy demat services provided by bank
Interpretation – From the above table in SBI Bank 46.3% respondents enjoy demat services
and 53.7% not use demat services. And in HDFC Bank41.3% respondents enjoy demat services
and 58.7% respondents not use demat services.
Q9. Are you satisfied all the value added services by Bank?

BANK Frequency
Frequency
Yes 43 93.5 48 88.9
No 3 6.5 6 11.1
62
Total 46 100 54 100
120
100
80
Yes
60
No
Total
40
20
0
Result- From the survey it was found that amongst 100 respondents. 48 respondents satisfied
with all the value added services of SBI Bank and 6 respondents do not satisfied with all the
value added services of SBI Bank or in HDFC bank 43 respondents satisfied with all the value
added services and 3 respondents do not satisfied with all the value added services.
Interpretation – From the above table in SBI Bank 88.9% respondents satisfied all the value
added services and 11.1% respondents dissatisfied all the value added services. And in HDFC
Bank 93.5% respondents satisfied all value added services and 6.5% respondents dissatisfied all
the value added Services. Customers of the SBI bank is more satisfied with the value added
services provided bank the bank because the bank provide all kind of the value added services
with free of cost or very least cost than the HDFC bank .
Q10. What type value added services do you prefer the most?
Option HDFC % SBI Frequency %

Frequency
ATM services 18 39.13 32 59.3
Mobile Banking 12 26 8 14.8
Internet Banking 14 30.4 12 22.2
Others 2 4.35 2 3.7
63
Total 46 100 54
120
100
80
60
HDFC Frequency
40
%
20 SBI Frequency
%
0
Result- From the survey it was found that amongst 100 respondents. 32 respondents prefer
ATM services,8 respondent prefer mobile banking,12 respondents prefer internet banking and 2
respondents prefer other banking of SBI bank or in HDFC bank 18 respondents prefer ATM
services,12 respondent prefer mobile banking,14 respondents prefer internet banking and 2
respondents prefer other banking.
Interpretation – From the above table in SBI Bank 59.3% of respondents prefer the ATM
services and 22.2% respondents prefer internet banking, 14.8% of respondents prefer mobile
banking and 3.7% of respondents prefer other services. And in HDFC Bank 39.13% of
respondents prefer the ATM services and 30.4% of respondents prefer internet banking, 26% of
respondents prefer mobile banking and 4.35% of respondents prefer other services.
64
Q11.What is the reason to choose the services of the bank?

BANK Frequency
Frequency
Efficient customer 8 17.4 13 24

services
Efficient complaints 3 6.52 6 11.1

handling
Time saving 16 34.7 19 35.2ss
65
Transaction cost 10 21.7 11 20.4
Technology 9 19.5 5 9.3
Total 46 100 54 100
120
100
80
60
40
20
HDFC BANK Frequency
0
%
SBI BANK Frequency
%
Result- From the survey it was found that amongst 100 respondents. 13 respondent says
efficient customer services, 06 respondents says efficient complaints handling, 19 respondents
says Time saving, 11 says lowest Transaction cost and 05 says efficient Technology of SBI bank
or in HDFC bank 08 respondent says efficient customer services, 03 respondents says efficient
complaints handling, 16 respondents says Time saving, 10 says lowest Transaction cost and 09
says efficient Technology
Interpretation: From the above table 24% of respondents are saying that the reason to choose
SBI is they are providing efficient customer service. And 35.2%of respondents are saying that
the reason to choose SBI is they are reducing our waiting time. And 20.4% of respondents are
saying that the reason to choose SBI is Transaction costs. And 9.3 % of respondents are saying
that the reason to choose SBI is Technology. And 11.1% of respondents are saying that the
reason to choose SBI is provide more efficient complaints handling services .In HDFC
Bank17.4% of respondents are saying that the reason to choose HDFC is they are providing
efficient customer service. And 34.7% of respondents are saying that the reason to choose HDFC
is they are reducing our waiting time. And21.7% of respondents are saying that the reason to
66
choose HDFC is Transaction costs. And 19.5% of respondents are saying that the reason to
choose HDFC is Technology. And 6.52% of respondents are saying that the reason to choose
HDFC is provide more efficient complaints handling services

67
CHAPTER-8
MAIN FINDING’S OF THE STUDY

Main Finding’s of the Study
 The main finding is that 100% respondents have a bank account of which 54%
respondents use “SBI bank” account and 46% respondents use “HDFC bank” account.
 Through the analysis of data collection it was found that from the 100 all the respondents
are using services of both the banks and from those 54 respondents using services of the
“SBI bank” and 46 respondents using services of the “HDFC bank”.
 From the survey it was found that from the 100 respondents 39 respondents are using
saving account, 3 respondents uses youngster type of account and 12 respondents uses
salary accounts and 1 respondents use other type of account of “SBI bank” . whereas 39
68
respondents are using saving account, 3 respondents uses youngster type of account and
12 respondents uses salary accounts and 1 respondents use other type of account of
“HDFC bank”
 The analysis of the data collected it was found that around 48.1% are fully aware and
50% are partly aware and 1.8% are not aware the value added services provided by the
“SBI bank” whereas 31.1% are fully aware and 54.3% are partly aware and 6.5% are not
aware the value added services provided by the “HDFC bank”. And 48 SBI bank
consumer are satisfied with the services and 6 are not satisfied with the services of bank
and 43 HDFC bank consumer are satisfied with the services and 3 are not satisfied with
the services of bank
 Through the analysis of the data collected 16 respondents face any problem and 38
respondents do not face any problem in any transaction with “SBI Bank” whereas 15
respondents face any problem and 31 respondents do not face any problem in any
transaction with “HDFC bank”.
 From the research it was founded that the respondents uses mobile banking services
regarding bank account and credit account of both the banking institutions ”SBI and
HDFC bank”.
 Through the analysis of the data collected 31 respondents are using services and 23
respondents are not using services of internet banking “SBI bank” for the bill payments.
Whereas 26 respondents are using services and 20 respondents are not using services of
internet banking “HDFC bank” for the bill payments.
 The analysis of the data collected it was found that both the bank “HDFC and SBI”
provide Efficient customer services, Efficient complaints handling, Time saving,
Transaction cost, Technology to the customers.
69
CHAPTER-9
70
RECOMMENDATION’S

Recommendation’s
TO HDFC BANK:
 Since many of the respondents are not aware of their value added services. The HDFC
bank has to take some initiatives.
 The HDFC bank can post a list of services that they are rendered to the customers inside
the bank Premises.
 The SBI bank can concentrate on customer complaints handling.
 The HDFC bank can concentrate on the time saving
71
 The bank can also open more branches for better customer satisfaction.
TO SBI BANK:
 Since many of the respondents are not aware of their value added services. The SBI bank
has to take some initiatives..
 SBI bank can post demo of all these services in their bank website.
 The SBI bank can concentrate on customer complaints handling.
 The SBI bank can concentrate on efficient customer services.
 The bank can also send a post to their customers by informing there services and how to
proceed with that and all details they can mention it in the post
TO SBI BANK:
 Bank should leverage the technology for faster services to the customers.
 Banks should maintain complain box to customers.
 Banks should establish more ATM’s.

72
CHAPTER – 10
LIMITATION’S OF THE STUDY
73
LIMITATION’S OF THE STUDY:

Though the research has been conducted with full sincerity and lot of hard work, but still there
may be certain limitation faced while carrying out this research.
 Though census survey has been conducted yet the sample size is too short as far as
Indore city is concerned.
 The data collected may not sufficient for carrying out a very in –depth analysis of the
subject matter.
 Data may be subjected to biasness of the respondents. Hence, accuracy of the
information collected can’t be proved.
 Limited time is going available for the study to be conducted.
74
CHAPTER – 11
CONCLUSION
75
CONCLUSION
The SBI and HDFC bank’s are competing equally with each other, But SBI bank is providing
efficient customer services compared to HDFC bank. SBI is providing better mobile banking
services comparing than HDFC bank.SBI bank also provide better internet banking facility
compared to HDFC bank ATM services also better in SBI Bank and more ATM’s are established
than HDFC bank. SBI is providing better demat services comparing than HDFC bank.The age
group of 25yrs – 35yrs respondents mostly is having an account in SBI bank. The both gender
are equally having an account in SBI bank, and the Value added services of SBI bank is better
than HDFC bank, but HDFC bank also provide better customer services. People also use the
various facilities provided by the HDFC bank. HDFC bank more concentrate on complaint’s
handling than SBI bank, they also have a May I Help You Counter to help the customers
regarding their services.
76
REFERENCE TO INDORE REGION
Webliography
 www.googlesearch.com
 www.hdfcbank.com
 www.ebscohostsearch.com
 www.sbi.com
 www.scribd.com
 www.onlinesbi.com
 www.wikipedia.org
 www.iobnet.com
 www. business.mapsofindia.com
 www.sbicard.com
 www.wikinvest.com/stock/HDFC_Bank
 www.citehr.com
77
Bibliography
 The IUP journal of management research VOI XI NO.1,january2012
 Ranjit kumar (2011), “research methodology”,SAGE publication ltd.,London.
 Dr.N.Bharathi (2010)“Profitability Performance of New Private Sector Banks - An
Empirical
 Study”/ Indian Journal of Finance- Archives: Volume 4 • Number 3 • March 2010
 Jyoti Saluja & Dr.Rajinder Kaur (2009). “Profitability Performance of Public
Sector Banks In
 India”/ Indian Journal of Finance -Volume 4 • Number 4 • April 2010
 Prakash Tiwari & Hemraj Verma (2009). “A Fundamental Analysis of Public
Sector Banks in
 India “/Indian Journal of Finance- Archives: Volume 3 • Number 3 • March 2009
 Dr.M.Selvakumar & P.G.Kathiravan (2009). “A Study of Profitability Performance
of Public
 Sector Banks in India”/ Indian Journal of Finance-Archives: Volume3•Number9
 Naresh malhotra and satya bhushan das,(2008) marketing research: An applied
orientation
 Mcburney,research method, 7 th edition, cengage learning, india.
78
References:
1 . Chidambaram R. M and Alamelu (1994) in their study entitled, “Profitability in Banks,
a matter of survival”,
2. Das A.( 1997) in his paper on “Technical allocation and Scale Efficiency of the Public
Sector Banks in India”
3. Deb and Kalpada (1998) in their study entitled, “Indian Banking since Independence”,
4. Chandan, C.L. and Rajput, P.K.(2002) measured the performance of bank on basis on
the the basis of profitability analysis
5.Chawla, A.S.(2006) made an attempt to analyze the emerging trends in profits and
profitability of four banks, two each from public sector and private sector banks.
6 . Qamar, F (2003) in his paper examined commercial banks in terms of endowment

Factors, risk factors, revenue diversification, profitability and efficiency parameters.
7 . Chawla, A.S.(2006) made an attempt to analyze the emerging trends in profits and
profitability of four banks, two each from public sector and private sector banks.
Basis of profitability analysis.
79
Annexure
NAME- Gaurav Goyal
CLASS- MBA (IVsem)
(A)
QUESTIONNAIRE
Name:_____________________________________________________________________
Age: Less than 20 years 20-30 years 30-40 years Above 40 years
Gender: Male Female Status: Married Un Married
Occupation: Government employee Self-employed Private employee
Business Student any other please specify___________________________
Annual Income: Less than Rs 100000 100000-200000
RS 200000-300000 RS 300000-400000 Above RS 400000
Q.1 In which bank do you have an account?
HDFC bank SBI bank
Q.2 Are you using any of the services in Bank?
Yes No
Q.3 if yes, which type of account do you use in Bank?
Saving account young stras
Salary account others
Q.4 Are you aware of all the value added services provided by Bank?
80
Fully aware partly aware
Not aware
Q.5 Do you face any problem in any transaction with this Bank?
Yes No
Q.6 Do you use mobile banking services regarding bank account and credit account?
Yes No
Q.7 Do you use internet banking for bill payments?
Yes No
Q.8 Do you enjoy demat services provided by Bank?
Yes No
Q.9 Are you satisfied all the value added services by Bank?
Yes No
Q.10 What type value added services do you prefer the most?
ATM services Mobile banking
Internet banking others
Q.11 what is the reason to choose the services of the bank?
Efficient customer service efficient complaints handling

Time saving transaction costs technology
others pls specify
81
(B)
RESPONDENT- SHEET
Q.1 Q.2 Q3. Q.4 Q.5 Q.6 Q.7 Q.8 Q.9 Q.10 Q.11
R.1 B A A A B A A A B A A
R.2 B A C C B B A B A A B
R.3 B A B A B A A B A B C
R.4 B A A D A B A A A A A
R.5 B A C B B B A A B A C
R.6 B A A B A B B A B A C
R.7 B A A A B B A B B A B
R.8 B A A D B B A A A A C
R.9 B A A A A B B B A A A
R.10 B A A A A B B A B A A
R.11 B A A A A A A A A A A
R.12 B A A A B B B A B A C
R.13 B A C C B B A B A A B
R.14 B A A D B B A A A A A
R.15 B A A A B B A B A A C
R.16 B A C D A B A B A A A
R.17 B A A C A B A A B A B
R.18 B A A C B A B A B A C
R.19 B A A D A B A A A A A
R.20 B A A B A A A B A A A
R.21 B A A A A B B B B A A
R.22 B A A A B B A B A A C
R.23 B A A A A A A A A A A
R.24 B A B B B B B B A B D
R.25 B A A A A B A A A A A
R.26 B A A D B A A B A A A
R.27 B A A A B A A B B B A
R.28 B A A A B A A B B B A
R.29 B A A A B B B B B A A
R.30 B A A A B A A A B A A
R.31 B A A B B A A B B A B
R.32 B A C A A B A A A A C
R.33 B A A B B B A B B A B
R.34 B A A A B A B B B A A
R.35 B A A A B B B A B A A
R.36 B A C A A B A A A A A
R.37 B A A C B B A B B A B
R.38 B A C B A B A B B A C
82
R.40 B A A A A B A A B A A
R.41 B A A C B B B B A A A
R.42 B A C A A B B A B A C
R.43 B A A A B A B A A A A
R.45 B A A A B B A A B A A
R.46 B A A A A B A A A A A
R.47 B A C A A B A A A A A
R.48 B A C A A B B A B A A
R.49 B A A A A B B A B A A
R.50 B A C A B B B A B B D
R.51 B A C A B A B A A A A
R.52 B A A B A B A B B A A
R.53 B A A A B A A B A A A
R.54 B A A A B B B B B A A
R.55 A A A A B A B A A A A
R.56 A A A B B B A B B A A
R.57 A A B A A B B A B A C
R.58 A A B D C A B B B B B
R.59 A A C A A B A A A A A
R.60 A A A C B B A A B A B
R.61 A A A A A B B A A A B
R.62 A A A A A A B B A A A
R.63 A A A B B B B B B A D
R.64 A A A A B B B A B A C
R.65 A A A A C A B A A A C
R.66 A A A A A A A A A A A
R.67 A A A B B B A B B A B
R.68 A A A A B B A A A A C
R.69 A A A C A A B A B A C
R.70 A A A A B B B B B A A
R.71 A A A A B A A B A A B
R.72 A A C A B B B A B A C
R.73 A A A B B A B A A A C
R.74 A A C B B B A A B A B
R.75 A A A B A A A B A A B
R.76 A A A A B B A A B A B
R.77 A A A B B B A B A A B
R.78 A A A A B B A A B A B
R.79 A A A B A B B B B B D
R.80 A A A A B B B A B A A
R.81 A A A D C B B B B B A
R.82 A A D D D B B A B A C
R.83 A A A B A A A B A A A
R.84 A A C A B B B B B A A
83
R.85 A A A A B B B A B A C
R.86 A A B C A B A A A A C
R.87 A A A B B B A B A A A
R.88 A A D D A A A B B A B
R.89 A A A B A B B A B A C
R.90 A A A C B B B B A A A
R.91 A A A A B B A B A B A
R.92 A A A A A B A B A A A
R.93 A A A A B B A B B A B
R.94 A A A A A B A B A A B
R.95 A A A C A A A A B A A
R.96 A A A B C B B B A B A
R.97 A A C A A A A A B A C
R.98 A A A B B B B A B A A
R.99 A A A A B A B A B A B
R.100 A A A A A A A A A A C
84

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IBMR IPS ACADEMY

MAJOR RESEARCH PROJECT REPORT

“A COMPRATIVE STUDY OF VALUE ADDED SERVICES OFFERED

MBA (FT) 4 rd SEM

Project Guide Submitted By

Director Faculty And Guide

I am thankful to respondents to give their precious and co-operation.

“A COMPRATIVE STUDY OF VALUE ADDED SERVICES

S.R. TITLE PAGE NO.

Chapter 8 Main Finding Of The Study 68-70

Chapter 9 Recommendation of the study 71-72

Chapter 11 Conclusion of the study 75-76

OVERVIEW OF THE BANKING INDUSTRY:

TYPES OF THE VALUE ADDED SERVICES:

 ATM cum debit card:

Online banking (or Internet banking or E-banking) allows customers of a financial

Company Profile of SBI:

With State Bank of India.

 State Bank of Bikaner & Jaipur

Subsidiaries and Joint Ventures:

 Nepal state bank ltd

Mumbai India location

• SBI Life Insurance Company Ltd (SBI LIFE).

The main activities of are into –

Company Profile of HDFC

Value added services in SBI Bank

 Funds transfer between own accounts.

 Utility bill payments

KINDS OF CARDS ACCEPTED AT STATE BANK ATMs

1) State Bank Credit Card

State Bank ATM-cum-Debit (State Bank Cash plus) Card:

Details of State Bank Cash plus Scheme:

 Recharge pre-paid mobile phones of Vodafone, IDEA, Reliance and BPL without any

 Pay MTNL, Mumbai bills through State Bank ATMs

 Payment Electricity Bills (Bescom), Bangalore

 Payment of SBI Credit Card bills

 Payment of SBI Life insurance premium

 Pay fees of select colleges

 Registration of SBI Mobile Banking and SMS Alerts

1. Mobile Banking Service over Application/ Wireless Application Protocol

The following functionalities are available:

 Funds transfer (within and outside the bank)

 Interbank Mobile Payment Services (IMPS.

 Enquiry services (Balance enquiry/ Mini statement)

 Cheque book request

 Demat Enquiry Service

The following functionalities are available:

• Balance Enquiry andMini Statement

3. Mobile Banking Service over USSD (Unstructured Supplementary Service

The following functionalities are available:

• Balance Enquiry/Mini Statement

 Download Mobile Banking Application

Features & Benefits

 Account Maintenance & Safe custody: Facilitates Maintaining Security Balance in

Transfer now and enjoy the following benefits:-

Save on high interest rates of other credit cards

Enjoy low rates on SBI Card

Convenience with Fast Balance Transfer

Up to 7 working days for all other cards except Visa.

Value added services of HDFC Bank

 Fund transfer between own account

 Utility bill payments

See designated codes for GSM Phones