UNIVERSITY OF MUMBAI

PROJECT
ON
“STUDY OF MERGER AND ACQUISITION OF BANKS”
SUBMITTED BY
AASHISH ASHOK PATIL
THE AWARD OF THE DEGREE OF
BACHELOR OF BANKING AND INSURANCE (BBI):SEM. V
EXAM NO.96
ACADEMIC YEAR 2017-18
GUIDED BY
Ms. NEELAM PATIL

PADMASHRI ANNASAHEB JADHAV BHARATIYA SAMAJ UNNATI MANDAL’S

B.N.N. COLLEGE, BHIWANDI
DIST. THANE 421305

DECLARATION

I Mr AASHISH ASHOK PATIL, Exam No.96 student of B.N.N College,

Bhiwandi of T.Y. B.com {Banking & Insurance}, Semester V, hereby declare that
I have completed project on “STUDY OF MERGER AND ACQUISITION OF
BANKS” is a record of independent research work carried by me during the
 academic year 2017-2018 under the guidance of Ms .NEELAM PATIL The
information submitted is true and original to the best of my knowledge

AASHISH ASHOK PATIL

Padmashree Annasaheb Jadhav Bhartiya Unnati Mandal’s

B.N.N.College,Bhiwandi.
Est. June 1966 (A.S.&C.). Dist.Thane – 421 305
SELF FUNDED COURSES
‘A’ NAAC Accredited

BACHELOR OF BANKING AND INSURANCE (BBI)

CERTIFICATE
This is to certify that, AASHISH_ASHOK_PATIL, Exam No.-
of T.Y.B Com (Banking & Insurance), B.N.N College, Semester V (Academic
Year 2017- 2018) has successfully completed the project entitled “ MERGER AND
ACQUISITION OF BANKS” and submitted the Project Report in partial fulfillment

of the requirement for the award of the Degree of Bachelor Of Commerce

(Banking & Insurance), of University of Mumbai.

Mrs. Sheetal Mokash Dr.Suvarna Rawal Dr.Ashok Wagh

(Project Guide) (Co-coordinator & (Principal)
Vice-Principal)
Examiner: - _______________
Date :- __________
College Seal
ACKNOWLEDGEMENT
 
To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.
 I would like to acknowledge the following as being idealistic channels and fresh dimensions in
the completion of this project.
 I take this opportunity to thank the University of Mumbai for giving me chance to do this
project.
 I would like to thank my Principal, Dr Ashok D. Wagh for providing the necessary facilities
required for completion of this project.
I take this opportunity to thank our Coordinator & Vice-Principal Dr. Suvarna T. Rawal, for
her moral support and guidance.
 I would also like to express my sincere gratitude towards my project guide Miss. NILAM
PATIL whose guidance and care made the project successful.
 I would like to thank my College Nirlon Library, for having provided various reference books
and magazines related to my project. Lastly, I would like to thank each and every person who
directly or indirectly helped me in the completion of the project especially my Parents and
Peers who supported me throughout my project.

HISTORY OF BANKING

Banking is nearly as old as civilization. The history of banking could be said to have started with
the appearance of money. The first record of minted metal coins was in Mesopotamia in about
2500B.C. the first European banknotes, which was handwritten appeared in1661, in Sweden.
cheque and printed paper money appeared in the 1700’s and 1800’s, with many banks created to
deal with increasing trade.

The history of banking in each country runs in lines with the development of trade and industry,
and with the level of political confidence and stability. The ancient Romans developed an
advanced banking system to serve their vast trade network, which extended throughout Europe,
Asia and Africa.

Modern banking began in Venice. The word bank comes from the Italian word “ban co”,
meaning bench, because moneylenders worked on benches in market places. The bank of Venice
was established in 1171 to help the government raise finance for a war.

At the same time, in England merchant started to ask goldsmiths to hold gold and silver in their
safes in return for a fee. Receipts given to the Merchant were sometimes used to buy or sell, with
the metal itself staying under lock and key. The goldsmith realized that they could lend out some
of the gold and silver that they had and charge interest, as not all of the merchants would ask for
the gold and silver back at the same time. Eventually, instead of charging the merchants, the
goldsmiths paid them to deposit their gold and silver.

The bank of England was formed in 1694 to borrow money from the public for the government
to finance the war of Augsburg against France. By 1709, goldsmith were using bank of England
notes of their own receipts.

New technology transformed the banking industry in the 1900’s round the world, banks merged
into larger and fewer groups and expanded into other country.
 BANKING STRUCTURE IN INDIA:
In today’s dynamic world banks are inevitable for the development of a country. Banks play a
pivotal role in enhancing each and every sector. They have helped bring a draw of development
on the world’s horizon and developing country like India is no exception.

Banks fulfills the role of a financial intermediary. This means that it acts as a vehicle for moving
finance from those who have surplus money to (however temporarily) those who have deficit. In
everyday branch terms the banks channel funds from depositors whose accounts are in credit to
borrowers who are in debit.

Without the intermediary of the banks both their depositors and their borrowers would have to
contact each other directly. This can and does happen of course. This is what has lead to the very
foundation of financial institution like banks.

Before few decades there existed some influential people who used to land money. But a
substantially high rate of interest was charged which made borrowing of money out of the reach
of the majority of the people so there arose a need for a financial intermediate.

The Bank have developed their roles to such an extent that a direct contact between the
depositors and borrowers in now known as disintermediation.

Banking industry has always revolved around the traditional function of taking deposits, money
transfer and making advances. Those three are closely related to each other, the objective being
to lend money, which is the profitable activity of the three. Taking deposits generates funds for
lending and money transfer services are necessary for the attention of deposits. The Bank have
introduced progressively more sophisticated versions of these services and have diversified
introduction in numerable areas of activity not directly relating to this traditional trinity
 INDIAN BANKING SYSTEM

Reserve Bank of India

Schedule Banks Non-Schedule Banks

Central co-op
State co-op Commercial Banks and Commercial Banks
Banks Banks Primary Cr.
Societies

Indian Foreign

Public Sector
Banks Private Sector HDFC,
Banks ICICI etc.

State Bank of India Other Nationalized Regional Rural

and its Subsidiaries Banks Banks
 INDIAN BANKING INDUSTRY
ANALYSIS:

The banking scenario in India has been changing at fast pace from being just the borrowers and
lenders traditionally, the focus has shifted to more differentiated and customized product/service
provider from regulation to liberalization in the year 1991, from planned economy to market.

Economy, from licensing to integration with Global Economics, the changes have been swift. All
most all the sector operating in the economy was affected and banking sector is no exception to
this. Thus the whole of the banking system in the country has undergone a radical change. Let us
see how banking has evolved in the past 57 years of independence.

After independence in 1947 and proclamation in 1950 the country set about drawing its road map
for the future public ownership of banks was seen inevitable and SBI was created in 1955 to
spearhead the expansion of banking into rural India and speed up the process of magnetization.

Political compulsion’s brought about nationalization of bank in 1969 and lobbying by bank
employees and their unions added to the list of nationalized banks a few years later.

Slowly the unions grew in strength, while bank management stagnated. The casualty was to the
customer service declined, complaints increased and bank management was unable to item the
rot.

In the meantime, technology was becoming a global phenomenon lacking a vision of the future
and the banks erred badly in opposing the technology up gradation of banks. They mistakenly
believed the technology would lead to retrenchment and eventually the marginalization of
unions.
The problem faced by the banking industry soon surfaced in their balance sheets. But the
prevailing accounting practices unable banks to dodge the issue.

The rules of the game under which banks operated changed in 1993. Norms or income
Recognition, Assets classification and loan loss provisioning were put in place and capital
adequacy ratio become mandatory. The cumulative impact of all these changes has been on the
concept of state ownership in banks. It is increasingly becoming clear that the state ownership in
bank is no longer sustainable.

The amendment of banking regulation act in 1993 saw the entry of new private sector banks and
foreign banks.

MAJOR PLAYER IN INDIA

1. HDFC BANK LTD
2. ICICI BANK LTD
3. STATE BANK OF INDIA LTD
4. PUNJAB NATOINAL BANK LTD
5. BANK OF BARODA LTD
6. FEDERAL BANK LTD
7. AXIS BANK LTD
8. ING VYSYA BANK LTD
9. IDBI BANK LTD
10. INDUSIND BANK LTD
11. YES BANK LTD
INTRODUCTION
 INTRODUCTION
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled
Commercial Bank in January 1995. HDFC is India's premier housing finance company and
enjoys an impeccable track record in India as well as in international markets. Since its
inception in 1977, the Corporation has maintained a consistent and healthy growth in its
operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well
over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans
to different market segments and also has a large corporate client base for its housing related
credit facilities. With its experience in the financial markets, a strong market reputation,
large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote
a bank in the Indian environment.
HDFC Bank began operations in 1995 with a simple mission : to be a “ World Class Indian
Bank.” We realized that only a single minded focus on product quality and service
excellence would help us get there. Today, we are proud to say that we are well on our way
towards that goal.

HDFC Bank Limited (the Bank) is an India-based banking company engaged in providing a
range of banking and financial services, including commercial banking and treasury operations.
The Bank has a network of 1412 branches and 3295 automated teller machines (ATMs) in 528
cities and total employees is 52687.

Today‟s finicky banking customers will settle for nothing less. The customer has come to realize
somewhat belatedly that he is the king. The customer‟s choice of one entity over another as his
principal bank is determined by considerations of service quality rather than any other factor. He
wants competitive loan rates but at the same time also wants his loan or credit card application
processed in double quick time. He insists that he be promptly informed of changes in deposit
rates and service charges and he bristles with „customary rage‟ if his bank is slow to redress any
grievance he may have. He cherishes the convenience of impersonal net banking but during his
occasional visits to the branch he also wants the comfort of personalized human interactions and
facilities that make his banking experience pleasurable. In short he wants financial house that
will more than just clear his cheque and updates his passbook: he wants a bank that cares and
provides great services. So does HDFC bank meet these heightened expectations? What are the
customers‟ perceptions of service quality of the banks? Which dimension of service quality of
HDFC bank is performing well? To find out answers to these questions I undertook a survey of 2
branches of HDFC bank. A lot of surveys have been done in the past to understand the aspect of
customer satisfaction and to find out the customer friendly banks. My research is conducted to
find out “SERVICE QUALITY OF HDFC BANK”

HISTORY OF HDFC BANK

HDFC BANK LTD 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.

If ever there was a man with a mission it was Hasmukhbhai Parekh, Founder and
Chairman-Emeritus, of HDFC Group. HDFC BANK LTD was amongst the first to set up a
bank in the private sector. The bank was incorporated on 30th August 1994 in the name of
‘HDFC Bank Limited’, with its registered office in Mumbai.It commenced operations as a
Scheduled Commercial Bank on 16th January 1995. The bank has grown consistently and is now
amongst the leading players in the industry .

HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units.

HDFC has developed significant expertise in retail mortgage loans to different market segments
and also has a large corporate client base for its housing related credit facilities. With its
experience in the financial markets, a strong market reputation, large shareholder base and
unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian
environment In a milestone transaction in the Indian banking industry, Times Bank was merged
with HDFC Bank Ltd., effective February 26, 2000.

MISSION
I. World Class Indian Bank
II. Benchmarking against international standards.
III. To build sound customer franchises across distinct businesses
IV. Best practices in terms of product offerings, technology, service levels, risk management
and audit & compliance

VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regulatory compliance. HDFC Bank’s business philosophy is based on four core
values such as:-
1. Operational excellence.
2. Customer Focus.
3. Product leadership.
 4. People.
The objective of the HDFC Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-step window for all his/her
requirements. The HDFC Bank plus and the investment advisory services programs have been
designed keeping in mind needs of customers who seeks distinct financial solutions, information
and advice on various investment avenues.

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

BOARD OF DIRECTORS
PERSON DESIGNATION
MR. Deepak S. Parekh Chairman
MR. B.S. Mehta Independent Director
MR. D.R. Sukthankar Non Executive Director
MR. D.N. Ghosh Independent Director
DR. S.A. Dave Independent Director
MR. Nasser Munjee Independent Director
 DR. Bimal Jalan Independent Director

DR. J.J. Irani Independent Director

MR. V. Srinivasa Rangan Executive Director

MS. Renu Sud Karnad Managing Director

MR. Keki M. Mistry Vice Chairman & Chief Executive Officer

TOP MANAGEMENT

Aditya Puri Managing Director

Paresh Sukthankar Deputy Managing Director
Kaizad Bharucha Executive Director
Group Head - Equities, Private Banking, Third Party Products, NRI &
Abhay Aima
International Consumer Business
Arvind Kapil Group Head - Unsecured Loans, Home, and Mortgage Loans
Ashima Bhat Group Head - Finance, Administration & Infrastructure
Ashish Parthasarthy Treasurer
Ashok Khanna Group Head- Vehicle Loans
Country Head - Wholesale Banking Operations and Cash Management
Bhavesh Zaveri
Products
Chakrapani V Country Head -Internal Audit and Chief of Internal Vigilance
Jimmy Tata Chief Risk Officer
Munish Mittal Chief Information Officer
Navin Puri Country Head - Branch Banking
Neil Francisco Group Head - Underwriting and Risk Intelligence and Control
Nirav Shah Group Head - ECG & IFG
Nitin Chugh Country Head - Digital Banking
Nitin Rao Group Head - Private, Premier Banking & Third Party Products
Country Head - Card Payment Products, Merchant Acquiring Services
Parag Rao
and Marketing
Philip Mathew Chief People Officer
Rajesh Kumar Group Head, Co-Head - Retail Risk
Rakesh Singh Group Head - Investment Banking, Capital & Commodity Markets
Ravi Narayanan Country Head - Branch Banking & Retail Trade Forex
Sashi Jagdhishan Chief Financial Officer
RESERCH OBJECTIVE
AND
RESEARCH
METHODOLOGY
 RESEARCH OBJECTIVE

The objective of the study is as follows :

 To examine the essential dimensions of service quality i.e. RATERReliability, assurance,
tangibles, empathy and responsiveness of HDFC bank and its effect on customer‟s satisfaction.8

 To find out the level of perception of the customers from the service quality offered by the
banks.

 To know which service quality dimension of the bank is performing well.

 To identify which dimension of service quality needs improvement so that the quality of
service of HDFC banks is enhanced
IMPORTANCE AND SCOPE OF THE STUDY

The study would try to throw some insights into the existing services provided by the banks,
perceptions and the actual service quality of the bank. The results of the study would be able to
recognize the lacunae in the system and thus provide key areas where improvement is required
for better performance and success ratio. In the days of intense competition, superior service is
the only differentiator left before the banks to attract, retain and partner with the customers.
Superior service quality enables a firm to differentiate itself from its competition, gain a
sustainable competitive advantage, and enhance efficiency

SCOPE OF STUDY

The scope of this research is to identify the service quality of HDFC bank. This research is
based on primary data and secondary data. This study only focuses on the dimensions of service
quality i.e. RATER. It aims to understand the skill of the company in the area of service quality
that are performing well and shows those areas which require improvement. The study was done
taking two branches of HDFC bank into consideration. The survey was restricted to the bank
customers in BBSR and Cuttack only.
RESEARCH METHODOLOGY

DATA SOURCE
Primary Data:
The primary data was collected by means of a survey. Questionnaires were prepared and
customers of the banks at two branches were approached to fill up the questionnaires. The
questionnaire contains 20 questions which reflect on the type and quality of services provided by
the banks to the customers. The response of the customer and the is recorded on a grade scale of
strongly disagree, disagree, uncertain, agree and strongly agree for each question. The filled up
information was later analyzed to obtain the required interpretation and the findings.

Secondary Data:
In order to have a proper understanding of the service quality of bank a depth study was done
from the various sources such as books, a lot of data is also collected from the official websites
of the banks and the articles from various search engines like Google, yahoo search and
answers.com.
RESEARCH DESIGN
The research design is exploratory till identification of service quality parameters. Later it
becomes descriptive when it comes to evaluating customer perception of service quality of the
banks.

Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. Descriptive research answers the questions
who, what, where, when and how.

Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a low
requirement for internal validity.

The description is used for frequencies, averages and other statistical calculations. Often the best
approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative
research often has the aim of description and researchers may follow-up with examinations of
why the observations exist and what the implications of the findings are.

RESEARCH SAMPLE

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.
 Sampling Units: Customers of HDFC bank
 Sample Technique: Random Sampling.

 Research Instrument: Structured Questionnaire.

 Contact Method: Personal Interview.

SAMPLE SIZE:

The work is a case of HDFC Bank, one of the largest bank of Indian banking industry together
representing over 25 per cent of the market share of Indian banking space. The survey was
conducted in the city of BBSR and Cuttack with two branches of HDFC Bank, with 50
customers as respondent.

DATA COLLECTION TOOL

Data was collected through a structured questionnaire. Likert scale technique is used. The
format of a typical fivelevel Likert item is

1. Strongly disagree

2. Disagree

3. Neither agree nor disagree

4. Agree

5. Strongly agree
Likert scaling is a bipolar scaling method, measuring either positive or negative response to a
statement. The questionnaire consists of two parts. The first part consists of three questions
concerning the demographic information of the respondent such as the name, age, educational
qualifications and income. The second part consisting of 18 exploring the respondent‟s
perception about the service quality of HDFC. For evaluation of service quality of HDFC bank
service quality dimension of reliability, assurance, tangibility, empathy and responsiveness is
used in order to evaluate the actual service quality of HDFC bank.

RESEARCH LIMITATIONS

 The study is only for the HDFC Bank confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the
entire banking industry.

 The study can also not be generalized for public and private sector banks of the country.

 Respondents may give biased answers for the required data. Some of the respondents did
not like to respond.

 Respondents tried to escape some statements by simply answering “neither agree nor
disagree” to most of the statements. This was one of the most important limitation faced,
as it was difficult to analyse and come at a right conclusion.

 In our study we have included 50 customers of bank because of time limit.

AWARDS
YEAR-2017
2017
Forbes Asia's 13th Fab 50 Companies List
Forbes' List of 5 Companies That Have
Shaped Asia, And The World
IDRBT Banking Technology Excellence
Awards 2016-17
BrandZ Top 50 Most Valuable Indian
Brands
Dun & Bradstreet Banking Awards 2017
The Advertising Club Banking for
Marquees 2017
Greenwich Associates study
Businessworld Digital Leadership and CIO - Best Analytics Implementation Award -
Awards 2017
The Asian Banker Technology Innovation
Awards 2017
CNBC TV 18 Financial Advisor Awards
2016-17
The Asset Triple A Asia Infrastructure
Awards 2017
Euromoney Awards for Excellence 2017
Asiamoney Best Brands in Finance Survey Best Banking Brand in India - HDFC Bank
2017
Businessworld India's Best Banks' survey
2016
HDFC Bank in Forbes Asia's Top 50 List
HDFC Bank in Top 5 companies that have
shaped Asia, and the World
1) Best Bank - Use of Technology for Fraud
Prevention (Large Banks)
2) Best Bank - Cyber Security and Defense
(Large Banks)
3) Best Bank - Innovative Use of Technology
(Large Banks)
Ranked India's Most Valuable Brand for 4th
year in a row
1. Best Private Sector Bank - Retail
2. Best Private Sector Bank - Digital Banking
(Mobility)
3. Best Private Sector Bank - Asset Quality
4. Best Private Sector Bank - Overall
Best Marketer in Banking sector
HDFC Bank No. 1 in large corporate
relationships, mid-market penetration
HDFC Bank
- Best HR System Project
- Best Lending Systems Project
Best Performing Bank - Private Sector
Chemical Deal of the Year, India
India's Best Bank
1. Best Bank - Overall
2. Fastest Growing Large Bank
Dun & Bradstreet Corporate Awa n n
erd 2017
12th BML Munjal Awards 2017
The Financial Express India's Best Banks
2016
Finance Asia poll on Asia's Best
Companies 2016
National Payments Excellence Awards
2016
Asiamoney India Banking Awards 2017
Business Standard Annual Awards 2016
IBA Banking Technology Awards 2017
Dun & Bradstreet - India's Leading BFSI
Companies & Awards 2017
Outlook Money Awards 2016
Business Today - KPMG India's Best
Banks 2016
The Asset Triple A Country Awards 2016
2016
India's Leading Bank - Private Sector
Sustained Excellence in Learning &
Development
- Profitability: Rank 1
- Strength & Soundness: Rank 1 
Bank of the Year
Best CEO- Aditya Puri
Best at Investor Relations- Rank 1
Most Committed to Corporate Governance-
Rank 1
Best Managed Company - Rank 2
Best at CSR - Rank 8
Bank of the Year
Best Bank in Cheque Truncation System
(CTS) 
Best Bank in National Automated Clearing
House (NACH) 
Best Bank in National Financial Switch (NFS)
Runner up in Rupay Cards
Best Domestic Bank - India
Banker of the year - Mr. Aditya Puri
Best IT Risk and Cyber Security Initiatives
India's Leading Banks - Private Sector
Bank of the year
Bank Of The Year (Private Sector)
Best Large Size Bank
Fastest Growing Large Bank
1. Best IPO, India
2. Best QIP, India
Institutional Investor All-Asia
Executive Team ranking 2016
Asiamoney FX Poll 2016
BrandZ Top 50 Most Valuable Indian
Brands
CNBC-TV18 India Business Leader
Awards (IBLA) 2015-16
The Financial Express India's Best
Banks Awards
IDRBT Banking Technology
Excellence Awards 2016
Cisco-CNBC TV 18 Digitizing India
Awards
Dun & Bradstreet Corporate Awards
2016
The Financial Express India's Best
Banks Awards 2015
Outlook Money Awards 2015
Pension Fund Regulatory and
Development Authority awards for Atal Subscribers
Pension Yojana
Business Today
Barron's World's Top 30 CEOs
IBA Awards
Mr. Aditya Puri ranked Best CEO
-HDFC Bank ranked Best Company in Banks
sector of Asia ex-Japan
-Ranked No. 1 in the Best Domestic Provider
for FX Products and Services in India
-Ranked No.2 in the Best Domestic Provider
of FX Services and for FX Research and
Market Coverage
-Ranked No. 1 in the Best Local Cash
Management Bank in India
HDFC Bank has been ranked India's most
valuable brand for the 3rd consecutive year
Outstanding Business Leader of the year
Lifetime Achievement Award to Mr. Aditya
Puri
Best Bank in Banking Technology Excellence
for the year 2015-16
Award for Innovations in the Financial
Industry & Digital Banking
HDFC Bank wins Dun & Bradstreet
Corporate Award 2016 in the Banking sector
- Profitability: Rank 1
- Efficiency: Rank 1
- Strength & Soundness: Rank 1
- Best Bank of the year : Runner up 
- Winner : Institutional Financial Distributor
of the year
- Best Performing Bank - Maximum APY
- Best Performing Bank in the Private sector
Banks category
- Best Performing Bank : Atal Pension Yojana
Carnivals in Private Sector Banks
KPMG India's Best Banks 2015 Awards
Mr. Aditya Puri in Barron's Top 30 Global
CEOs for 2nd year
HDFC Bank wins prestigious IBA Banking

Business Today
NABARD Award
Business Today - KPMG India's Best
Bank
NABARD Award - The Best Bank in
SHG Credit Linkage in Tamil Nadu
2015
National Payments Excellence
Awards 2015
Business Today Award
Kerala's State Forum of Bankers'
Club Award
FinanceAsia Awards
IDC Insights Award 2015
QualTech Award
Lean Sigma project competition
IDRBT Banking Technology
Excellence Awards 2014-15
FinanceAsia Country Awards 2015
Forbes Asia
AIMA Managing India Awards 2015 - Business Leader of the Year - Aditya Puri
Barron's
Finance Asia poll on Asia's Best
Companies 2015
J. P Morgan Quality Recognition
Award
Technology Awards
Best Companies to Work for in India
Best Bank in JLG-Bank Linkage programme
in Assam
HDFC Bank wins Bank of the year and Best
Digital Banking Initiative awards
HDFC Bank wins NABARD Award
HDFC Bank wins NPCI National Payments
Excellence Awards
Best CEO Award - Mr. Aditya Puri
Best Bank Branch
Best Equity Deal in Asia Award
Excellence in Customer Experience
HDFC Bank wins Award at 27th QIMPRO
Convention
Best Case Study Award
Best Bank Award for Cyber Security Risk
Management among Large Banks
- Best Asian Bank 
- Best Domestic Bank - India
Fab 50 Companies List for the 9th year
- World's 30 Best CEOs - Mr Aditya Puri
- Best Managed Public Company - India'
Best CEO- Aditya Puri
Best Corporate Governance- Rank 3
Best Investor Relations- Rank 3
- Best in class straight Through Processing
Rates
 BUSINESS SEGMENT

HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business segments:

Wholesale Banking Services:

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

Retail Banking Services :

The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all his/her
banking requirements. The products are backed by world-class service and delivered to the
customers through the growing branch network, as well as through alternative delivery channels
like ATMs, Phone Banking, Net Banking and Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus
and the Investment Advisory Services programs have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various investment
avenues. The Bank also has a wide array of retail loan products including Auto Loans, Loans
against marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading
provider of Depository Participant (DP) services for retail customers, providing customers the
facility to hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA (VISA Electron) and issues the Master card Maestro debit card as well.
The Bank launched its credit card business in late 2001. By September 30, 2005, the bank had a
total card base (debit and credit cards) of 5.2 million cards. The Bank is also one of the leading
players in the "merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals for
debit / credit cards acceptance at merchant establishments.

Treasury:

Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures. These and fine pricing on various
treasury products are provided through the bank's Treasury team. To comply with statutory
reserve requirements, the bank is required to hold 25% of its deposits in government securities.
The Treasury business is responsible for managing the returns and market risk on this investment
portfolio.
  PRODUCT OF HDFC BANK
 

ACCOUNT & DEPOSITS SERVICE

 Banking should be effortless. With HDFC Bank, the efforts are rewarding. No matter what a
customer's need and occupational status, we have a range of solutions that are second to none.
Whether you're employed in a company and need a simple Savings account or run your own
business and require a robust banking partner, HDFC Bank not only has the perfect solution for
you, but also can recommend products that can augment your planning for the future.
It includes these services: -
Saving accounts.
Current accounts.
Fix deposits.
Demate account.
Safe deposits lockers.

Savings Accounts

These accounts are primarily meant to inculcate a sense of saving for the future, accumulating
funds over a period of time. Whatever person’s occupation, bank have confident that person will
find the perfect banking solution. There some saving accounts like: - 
Regular Saving Account:
 An easy-to-operate savings account that allows you to issue cheques, draw Demand Drafts and
withdraw cash. Check up on your balances from the comfort of your home or office through Net
Banking, Phone Banking and Mobile Banking. If you need money urgently then you can take
money from the ATM machine. There are 1977 ATM centers across the country.
Saving plus Account
 
 Introducing the best banking option for you with HDFC Bank Savings plus Account. Now you
can get access to some of the finest banking facilities with HDFC Bank's Savings plus Account.
All you have to do is maintain an Average Quarterly Balance of Rs. 10,000/-.

Saving Max Account

 
Welcome to a world of convenience. Presenting Savings Max account, loaded with maximum
benefits to make your banking experience a pleasure. By maintaining an average quarterly
balance of just Rs. 25,000/- you get a host of premium services from HDFC Bank absolutely
free.

Senior Citizen Account

 
HDFC Bank appreciates your needs and endeavors, which is why, they present an account
especially dedicated to customer, which like a dutiful child will help you fulfill your needs in the
best manner possible.

No frills Account
 
 In an effort to make banking simpler and more accessible for customers, bank has introduced the
'No Frills' Savings Account, which offers customer all the basic banking facilities. Customer can
even avail of services like Net Banking, Mobile banking free of cost. In this customer can put
Zero Initial Pay-in and a Zero Balance account
 

Institutional saving accounts

 A specially designed account that offers twin benefits of a savings as well as a current account.
Customer’s funds continue to earn you interest while he enjoys hassle-free banking & a host of
other features. All this and more in a Zero Balance account.

Salary Accounts
In this account customer can get salary from where he/she doing such job and organization or
company at where the customer of the bank in doing job deposit their salary in to the salary
account a person can get salary.
There are various kinds of saving accounts in the HDFC Bank like: -
Pay roll account.
Classic salary account.
Regular salary account.
Premium salary account.
Defense salary account.
No frills salary account.
Reimbursement salary account.

Kid’s advantage account

 
 Start saving for your child today and secure his/her future a sentence tells by the Hdfc bank.
Open a Savings Account and transfer money every month into customer’s Kids Advantage
Account and watch the savings grow as customer’s child grows. The accumulated savings in the
Kids Advantage Account can over the years help in meeting customer child's needs.
Main features and benefits of this account are as follow:-
Current accounts

HDFC Bank Current Account gives the power of inter-city banking with a single account and
access to more than cities. From special cheques that get treated at par with local ones in any city
where branch, faster collection of outstation cheques (payable at branch locations), free account
to account funds transfer between HDFC Bank accounts to Free inter-city clearing of up to 100
lakhs per month, bank’s  priority services have become the benchmark for banking efficiency.
Now, with an HDFC Bank Current Account, experience the freedom of multi-city banking.
Person can have the power of multi-location access to his account from any of our 761 branches
in 327 cities. Not only that, he can do most of his banking transactions from the comfort of his
office or home without stepping out.
There are various kinds of current account in this bank like: - 
Plus current account
 
 HDFC Bank plus Current Account gives the power of inter-city banking with a single account
and access to more than cities. Plus Current Account requires maintaining an average quarterly
balance of Rs. 100,000.
 

Trade current account

 
 In today's changing business requirements, you need to transfer funds across cities, and time is
of the essence. HDFC Bank Trade Current Account gives power of inter-city banking with a
single account.
 From special cheques that get treated at par with local ones in any city where bank have a
branch, to free account to account funds transfer between HDFC Bank accounts, to free inter-city
clearing of up to 50 lakhs per month, bank’s priority services have become the benchmark for
banking efficiency. Trade Current Account requires maintaining an average quarterly balance of
Rs. 40,000.

 Premium current account

 
 Business needs a partner who can manage finances while concentrate on growing business.
Form this account customer can avail benefits of inter-city banking account that requires an
average quarterly balance of only Rs. 25,000, offers Payable-At-Par cheque book facility &
FREE inter-city clearing transactions across our network up to Rs.25 Lacs per month.
 A Current Account with the benefits of accessing account from a large network of branches, and
through direct access channels - the phone, mobile, Internet and through the ATM.

Regular current account

 
A Current account is ideal for carrying out day-to-day business transactions. With the HDFC
Bank Regular Current Account, customer can access account anytime, anywhere, pay using
payable at par cheques or deposit cheque at any HDFC bank branch. It also facilitates FREE
NEFT transactions & FREE RTGS collections for faster collections in account. Regular Current
Account requires to maintain an average quarterly balance of only Rs. 10,000.
 With a vast network of branches in cities all over the country, and access to a multitude of
ATM's, customer can keep track of all transactions anytime. 
 

Reimbursement Current Account

 
No more paperwork, no more receipts to keep track of - a hassle-free account that allows deposit
the reimbursements receive from company/organization on a monthly basis.
To open this account a person has to follow these processes:
Procure an Account Opening Document (AOD) from HDFC Bank. (If person has just joined,
first request to company to open up a Salary Account for particular person).
Mention Salary Account number and Debit Card number on the AOD so that Debit card can be
linked to both, Salary Account as well as new Reimbursement Account.
Request company to directly credit cash payments to the Reimbursement Account.
 

RFC – Domestic Account

 
      Full name of this account is Resident foreign currency account.
 Have you accumulated foreign currency from travelling abroad frequently? Received gifts from
relatives in foreign currency? Or earned it by any other means as approved by the Reserve Bank
of India?
If so, open Resident Foreign Currency Domestic Account and manage foreign currency
efficiently. Person can choose to set up your account either in US Dollar, Great Britain Pound or
Euro.
To open this accounts a person as to follow this process: -
Choose the currency in which person wish to operate. Open account with an initial amount as per
the following-US Dollar = 250 Great Britain Pound = 200 Euro = 250 and maintain an Average
Quarterly Balance of the same amount.

Flexi current account

 
 Tired of static transaction limits during peak seasons? HDFC Bank Flexi Current Account is the
answer to changing banking needs during peak seasons.
With HDFC Bank Flexi Current Account Cash Deposit and Anywhere Transaction limits are a
multiple of the balance you maintain in Current Account. So, during peak seasons, customer get
the benefit of higher transaction limits due to the higher average balances maintained in account.
What’s more, during lean seasons, person need not worry about maintaining huge balances to
enjoy high transaction limits, which person anyway may not need. Flexi Current Account
requires to maintain a minimum Average Monthly Balance (AMB) of just Rs. 75,000. 

Apex current account

 
 The top position is always the desirable position. With the Apex current account, take business
to a new high. On maintaining an average quarterly balance of Rs. 10 lakhs, this account makes
sure person make the most of every business opportunities coming his way. Unlimited, free,
anywhere Banking experience at the APEX is reserved for person who joints this.
.
 

Max current account

 
 Maximum benefits and minimum hassles for customer with Max Current Account with a Rs. 5
lakhs average quarterly balance requirement, bank present to world of privileges that helps
business expand and grow. Features like maximum free transaction limits including other
beneficial features on this current account truly enhances business potential to the Maximum. 
 
Fix deposits service

 Long-term investments form the chunk of everybody's future plans. An alternative to simply
applying for loans, fixed deposits allow to borrow from own funds for a limited period, thus
fulfilling needs as well as keeping savings secure.
People can invest his/her money into either in security market or gold or mutual fund or into a fix
deposits. People always go to that way where he/she can get more benefits and minimum risks.
So, for this purpose he has a better chance to deposits money in to the fix deposit.
If people believe in long-term investments and wish to earn higher interests on his/her savings,
now is the time to invest money in HDFC bank Fixed Deposit. Get up to 9.75% on HDFC Bank
Fixed Deposit with an additional 0.50% for Senior Citizens. What's more NO PENALTY if
withdraw part of the FD in times of need. Flexibility, Security and High Returns all bundled into
one offering. 

Regular fix deposit

As per the rules and regulation of the bank a person can deposit their money in to a fix deposit in
the bank and can get the benefits of these facilities.
.
 

Five year tax saving fix deposit

 
 In 2006, it was announced for the first time that Bank fixed deposits booked by an
Individual/HUF for 5 years & up to Rs. 1,00,000/- will be allowed exemption under Sec 80C of
the Income Tax Act,1961 subject to necessary declarations taken from the Customer.
.
 
Supper saver facility
 
 Customer can enjoy a high rate of interest along with the liquidity of a Savings Account by
opting for a Super Saver Facility on his or her  savings account. Avail of an overdraft facility of
up to 75% of the value of his or her Fixed Deposit. 

Sweep-in facility
 
Do you wish to avoid taking overdrafts, and still take advantage of your Fixed Deposits? Then
what you need is a Sweep-In Facility on savings account. Link Fixed Deposit to Savings or
Current Account and use it to fall back on in case of emergencies. A deficit in Savings or Current
Account is taken care of by using up an exact value from Fixed Deposit. Since deposits are
broken down in units of Re 1/-, customer will lose interest only for the actual amount that has
been withdrawn.
.

 Demat account service

  Nowadays share market is becoming is the main occupation of the person. So to avoid faulty
processes demat account is really most important for the share market and for the safety of shares
it is most important. 
HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8 Lac
demat accounts. 
HDFC Bank Demat services offers a secure and convenient way to keep track of securities and
investments, over a period of time, without the hassle of handling physical documents that get
mutilated or lost in transit.
HDFC BANK is Depository participant both with -National Securities Depositories Limited
(NSDL) and Central Depository Services Limited (CDSL). 
S
Safe deposit locker

  A Safe Deposit Locker with HDFC Bank is the solution to person’s fear. Located at select
branches in cities all over the country, bank’s lockers ensure the safe keeping of valuables.
Eligibility
 An individual (not minor), firms, limited company, associations, clubs, trusts, societies, etc may
hire a locker.
Advantages of safe deposit locker in HDFC bank
Wide Availability.
Lockers available in various sizes. i.e. Small, Medium, Large and Extra Large with varying rents.
Lockers are rented out for a minimum period of one year. Rent is payable in advance.
No deposits are required to avail a locker. Just open an account and get the locker facility.
There is a nominal annual charge, which depends on the size of the locker and the centre in
which the branch is located.
Nomination for Safe Deposit Locker
The Lockers and their contents can be nominated to people near and dear to you.
Nomination facility is available to individual hirer of Safe Deposit Locker.
In the case of a sole hirer of a safe deposit locker, nomination can be made in favor of only one
individual.
Where the safe deposit locker is hired in the name of a minor, the nomination shall be made by a
person lawfully entitled to act on behalf of the minor.
Terms & Conditions
For obtaining a Locker at HDFC Bank you must be an account holder with Bank.
Lockers can be allotted individually as well as jointly.
The Locker holder is permitted to add or delete names from the list of persons who can operate
the Locker and can have access to it.
Loss of Key is to be immediately informed to the concerned Branch.
FEES & CHARGES SCHEDULE – NRE & NRO
Savings/Current Account

CHARGE TYPE DETAILS

ACCOUNT MAINTENANCE CHARGES
Minimum Balance - Average  Rs 10,000 (Metro / Urban branches)
Monthly Balance (AMB)  Rs 5, 000 (Semi-Urban / Rural branches)
Requirement
Charges applicable on Non- Revised AMB Structure effective 1st April, 2015
Maintenance of AMB for AMB Slab Metro/Urban Semi Urban/Rural
NRE/NRO Savings Account
(Average Monthly Balance) >=7,500 to < 10,000 Rs. 150/- NA
>=5,000 to < 7,500 Rs. 300/- NA
>=2,500 to < 5,000 Rs. 450/- Rs. 150/-
0 to < 2,500 Rs. 600/- Rs. 300/-

Charges applicable on Non- AMB Slab Metro/Urban Semi Urban/Rural

Maintenance of AMB for
NRE/NRO Current Account >=5,000 to < 10,000 Rs. 250/- NA
(Average Monthly Balance)
0 to < 5,000 Rs. 350/- NA
>=2,500 to < 5,000 NA Rs. 250/-
0 to < 2,500 NA Rs. 350/-

Activation of dormant account No charge

MC/DD/ CHEQUE RELATED CHARGES
Cheque book  25 cheque leaves per half year – No charge
 Additional chequebook of 25 leaves will be charged @
Rs 75 per chequebook
PAP cheque book usage charges No charge
Managers Cheques / Demand MC/DD request through Branch
Drafts- Issuance / re-issuance - At
HDFC Bank locations Upto Rs Rs 50
10,000
Above Rs Rs 5/- per 1000 or part thereof (min Rs 75/- ,
 10,000 max Rs 10000/-)

(Only DD amount upto Rs 100,000 for

Preferred/Imperia & Rs 50,000 for other
customers accepted at PhoneBanking)
MC/DD request through Netbanking
Upto Rs Rs 50 + Correspondent Bank charges if
10 Lac applicable
*Third Party Registration required (customers registered
for third party transfers have a maximum limit of Rs 10
lacs per customer id and hence can issue multiple DDs of
Rs 1 lac up to Rs 10 lacs and send it to the beneficiary
address)

Demand drafts issued - At non Rs 50 plus charges as outlined below:

HDFC Bank locations
Upto Rs 500 Rs 10
Above Rs 500 to Rs 15
Rs 1000
Above Rs 1000 to Rs 25
Rs 5000
Above Rs 5000 to Rs 30
Rs 10,000
Above Rs 10,000 Rs 3 per 1000 or part thereof
to Rs 1 Lac
Above Rs 1 Lac Rs 6 per 1000 or part thereof (min
Rs 300 to max Rs 10,000)

Managers cheque/demand drafts - Rs 100/- (NIL charges for Cancellation / revalidation up to

Cancellation/revalidation Rs 1000/-)
Local cheque deposited for No charge
outstation accounts
Cheque collection - Local clearing No charge
zone
Outstation cheque collection - our Charges for cheques drawn on Branch locations
bank locations / Other locations
Upto Rs 5000 Rs 25
Rs 20 (for rural
branches)
 Rs 5001 to Rs 10,000 Rs 50 
Rs 40 (for rural
branches)
Rs 10,001 to Rs 1 Lac Rs 100
Rs 1 Lac and above Rs 150
Cheques drawn on Speed Clearing Branches - at non
CTS locations
Upto Rs 1 Lac No charge
Rs 1 Lac and above Rs 140 per
instrument
Cheques drawn on Speed Clearing
No charge
Branches - at CTS locations

Cheque return charges drawn on Due to insufficient funds

us – Local  First cheque return in a quarter - Rs 350
 From second cheque return in the same quarter – Rs
750 per return
Charges due to funds transfer cheque return - Rs 350
Due to technical reasons - Rs 50/-
(ex. - Alteration not allowed, Amount in Word / Figures
Required, Cheque Altered - Refer to Drawer, etc.)

Cheques deposited returned Charge of Rs 100 per instance

unpaid
Stop payment charges (request  Particular cheque - Rs 100
from customer not to honor  Range of cheques - Rs 200
cheque issued) at Branches  No Charge through PhoneBanking and NetBanking
ATM / DEBIT CARD RELATED CHARGES
ATM card No Charge
ATM card - Replacement charges Replacement of a lost card - Rs 200 (plus taxes)
ATM card - Transaction charge - No Charge (effective 1st Dec 2014)
non HDFC Bank domestic ATMs
Debit Card - Annual Fee - Rs 150 per year (plus taxes) (w.e.f. 25th Dec'14)
Regular
Debit Card - Renewal Fee – Rs 150 per year (plus taxes) (w.e.f. 25th Dec'14)
Regular
Debit Card - Annual Fee – Rs 750 per year (plus taxes) (w.e.f. 1st June'15)
Platinum
Debit Card - Renewal Fee – Rs 750 per year (plus taxes) (w.e.f. 1st June'15)
Platinum
Debit Card - Replacement charges Replacement/Reissuance Charges for Debit Cards - Rs.
200 plus applicable taxes
Add-on debit card – Regular  One add-on card - No Charge for the first year
 Rs 150 per year (plus taxes) (w.e.f. 25th Dec'14)
Debit Card - Transaction charge - No Charge
HDFC Bank ATMs
Debit Card - Transaction charge - First 5 Transactions Free across all Cities
non HDFC Bank domestic ATMs Transactions over and above free limit will be charged as
under:
 Cash withdrawal - Rs. 20 plus applicable taxes (W.e.f
1st Nov'17)
 Non-Financial Transaction - Rs. 8.5 plus applicable
taxes (W.e.f 1st Nov'17)
Debit Card - Transaction charge -  Rs 25 per balance enquiry
non HDFC Bank international  Rs 125 per cash withdrawal (plus taxes)
ATMs
The Bank will charge cross-currency mark-up of 3.5% on
foreign currency transactions carried out on Debit Cards.
The exchange rate used will be the VISA/Master Card
wholesale exchange rate prevailing at the time of
transaction
Decline charge for insufficient Transactions declined at other bank ATMs anywhere in the
balance world or at a merchant outlet outside India due to
insufficient funds will be charged at Rs 25 per transaction
(plus taxes)
PIN regeneration charge Rs 50 (plus taxes)
Number of Cash transactions  4 free cash transactions per month
(Cumulative of Deposit and 5th transaction onwards - Rs.150/- per transaction plus
Withdrawal) applicable taxes (W.e.f 1st Nov'17) would be levied
Value of Cash transactions Any HDFC Branch
(Cumulative of Deposit and  2 lakh - Free per month per account.
Withdrawal)  Above 2 lakh - Rs.5/- per thousand or part thereof,
subject to a minimum of Rs.150/- plus applicable taxes
(W.e.f 1st Nov'17)
Third party Cash transaction Upto a limit of Rs.25,000/- per day - Rs.150/- plus
(Cumulative of Deposit and
Withdrawal)
Any deliverable returned by
courier due to negative reasons
(no such consignee/consignee
shifted and no such address)
SERVICE REQUESTS CHARGES
Programme Management fee
Chequebook Return due to
negative reason (no such
consignee / consignee shifted &
no such address)
Phonebanking
MobileBanking
Netbanking
BillPay
Balance enquiry - At branch
Insta Alert
Balance certificate
Interest certificate
TDS certificate
Account closure
Issue of duplicate/adhoc
statements
Hold statement
Passbook issuance*
Duplicate passbook issuance*
applicable taxes (W.e.f 1st Nov'17)
Above Rs.25,000/- not allowed
Rs 50/- per instance plus applicable taxes (W.e.f 1st
Nov'17)
Rs.100, per quarter per customer ID, on all the Imperia,
Preferred & Classic Banking Programme for Savings and
Current Account holders
Rs 50/-
No Charge
No Charge
No Charge
No Charge
No Charge
Rs.15 per quarter, plus applicable taxes (W.e.f 1st Nov'17)
Customers who have selected only "Email" as the delivery
channel for receiving Insta Alerts will not be charged
Current year – No Charge (previous year - Rs 50)
Rs 50
No Charge
 Upto 14 days – No Charge
 15 days upto 12 months - Rs 500
 Beyond 12 months – No Charge
 Branch - Rs 100
 PhoneBanking (Non IVR ) - Rs75
 NetBanking, Mobile Banking, PhoneBanking - IVR &
ATM - Rs 50
Rs 400 per year
No Charge
Rs 100
Photo attestation
Address confirmation
Standing instructions
Standing Instruction rejects
Unarranged overdraft
Old records/copy of paid cheques 
InstaPay
Visa Money Transfer
NEFT Charges – Inward
NEFT Charges- outward
NEFT Charges for Indo-Nepal
transactions
RTGS - Inward
RTGS - Outward
IMPS - Inward
(Immediate Payment Service)
IMPS - Outward
(Immediate Payment Service)
(effective 15th May-15)
ECS (Debit) Return Charges
Rs 100 per instance
Rs 50 per instance
Rs 25 per transaction plus remittance charge
Rs 200 per instance
Rs 100 per occasion + 18% interest pa
Upto 1 year - Rs 50 per record
 Above 1 year - Rs 100 per record
Rs 10 (plus taxes) per transaction
Rs 5 (plus taxes) per transaction
No Charge
 Upto Rs 10,000 – Rs 2.5 (exclusive of taxes) per
transaction
 From Rs 10,001 to Rs 1 lac - Rs 5 (exclusive of taxes)
per transaction
 From Rs 1 lac to Rs 2 lacs - Rs 15 (exclusive of taxes)
per transaction
Customers having NSBL*A/c - Rs 20 
Customers having non-NSBL* A/c: 
 Upto Rs 5,000 - Rs 70
 Above Rs 5,000 - Rs 95 
* Nepal State Bank Ltd
No Charge
 From Rs 2 Lacs to Rs 5 Lacs - Rs 25 (exclusive of
taxes) per transaction
 Above Rs 5 Lacs- Rs 50 (exclusive of taxes) per
transaction
No Charge
 Amount up to Rs 1 lakh - Rs 5 (exclusive of taxes) per
transaction
 Amount above Rs 1 lakh up to Rs 2 lakhs - Rs 15
(exclusive of taxes) per transaction
 Rs 350 on first instance of ECS return in a quarter.
 Rs 750 on subsequent instance onwards in the same
 quarter
TIN/IPIN re-generation (requests Rs 50 per instance (TIN)
received at the branch for physical Rs 100 per instance (IPIN)
dispatch)

PAYMENT SERVICE
 Nowadays life of a person become very stressful and he/she becoming busy with their own
business, but they have to payment for something so for that reason bank’s payment services
become started.With HDFC Bank's payment services, person can bid goodbye to queues and
paper work. Bank’s range of payment options make it easy for pay for a variety of utilities and
services.

Verified By Visa
 
Do you want to be worry free for your online purchases. Now you can shop securely online with
your existing Visa Debit/Credit card. 

Net Safe

Now shop online without revealing your HDFC Bank Credit Card number. What more, you can
now use your HDFC Bank Debit Card also for online purchases. 

Merchant Services

Accept all Visa, MasterCard, credit and Debit cards at your outlets through state of the art POS
Machines or through your website and experience hassle free payment acceptance. 
Prepaid Mobile Refill
If you are an HDFC Bank Account holder, you can now recharge your Prepaid Mobile Phone
with this service. 
 

Bill Pay
Pay your telephone, electricity and mobile phone bills at your convenience. Through the Internet,
ATMs, your mobile phone and telephone - with Bill Pay, our comprehensive bill payments
solution. 

Visa Bill Pay

Pay your utility bills from the comfort of your home! Pay using your HDFC Bank Visa credit
card and forget long queue and late payments forever 

Pay Now

Use your HDFC Bank Credit Card to pay your utility bills online, make subscriptions and
donations; no registration required. Enjoy credit free period and reward points as per your credit
card features. 

Insta Pay

Pay your bills, make donations and subscribe to magazines without going through the hassles of
any registration. 

Direct Pay
Shop or Pay bills online without cash or card. Debit your account directly with our Direct Pay
service! 

Visa Money Transfer

Transfer funds to any Visa Card (debit or credit) within India at your own convenience through
HDFC Bank's Net Banking facility. 

e-Monies National Electronic Funds Transfer

Transfer funds from your account to other Bank accounts across India - FREE of cost. 
 
 

Online Payment of Excise & Service Tax

Make your Excise and Service Tax payments at your own convenience through HDFC Bank's
Net Banking facility.
Religious Offerings
Now donate to your favorite temple easily and securely using HDFC BANK's Net Banking. 

NRI BANKING
  With a view to attract the savings and other remittance into India through banking channels
from the person of Indian Nationality / Origin who are residing abroad and bolster the balance of
payment position, the Government of India introduced in 1970 Non-Resident(External) Account
Rules which are governed by the Exchange Control Regulations.

The funds held in Non-Resident (External) Accounts (NRE Accounts) qualify for certain benefits
like exemptions from taxes in India, free repatriations facilities, etc. 
Deposit types 
NRI-Banking facilitates the NRI customer to open the following account types.  
NRE (Non Resident External Accounts)
It can be in the form of Savings, Current or fixed deposits in Indian rupees. The funds in this
account are fully repatriable.
NRO (Non Resident Ordinary Accounts)
It can be in the form of Savings, Current or Fixed Deposits in Indian Rupees. The funds in this
account are not repatriable (only interest accrued is repatriable). 
FCNR (Foreign Currency Non Resident Accounts)
It can be in the form of fixed Deposits only, in the five major currencies, namely US Dollars,
GBP, DM, Euro, and Japanese Yen. The funds in this account are fully repatriable
 I. QUESTIONNAIRE FOR BANK CUSTOMERS
1 GENERAL
1. NAME
2. ADDRESS
3. STATUS
(a) Individual (b) Firm (c) Company (d) Others(specify)
4. Occupation
5. If business, nature of business.

2. BANKING HABITS

6. What is the reason for choosing this bank as your bank?

(a)Family tradition (b) Incentive schemes
(c) Nearness to office/residence (d) Just by chance
(e) others (specify)
7. Reason for continued patronage given to this particular bank by you
(a) Courteous service at the counter (b) Efficiency (c) Familiarity
(d)Nearness to office / residence (e) Others (specify)
8. Do you consider it necessary for you to know someone personally at this ranch to expedite
your transactions? (a) Yes (b)
No 9. Which time do you prefer for banking business hours .
(a)Early Morning (b) Day Timing (c) Late Evening
3 PHYSICAL FACILITIES AT THE BANK
10. Is the space available at the bank for customers sufficient for transactions with reasonable
comfort?
(a) Superior (b) Good (c) Average
11. Well designed counter available
(a) Superior (b) Good (c) Average
12. Elegant furniture for seating and writing available
(a) Superior (b) Good (c) Average
13 Fan and drinking water available
 (a) Superior (b) Good (c) Average
14. Parking space available
(a) Superior (b) Good (c) Average
15. Do you think that there is adequate staff at the bank to meet your requirements?
(a) Yes (b) No
16. Is the bank conveniently located?
(a) Yes (b) No
17. Accessible to roads / transportation
(a) Superior (b) Good (c) Average
4. ATTITUDE OF STAFF

18. Cleanliness and upkeep of branch premises

(a) Superior (b) Good (c) Average
19. Staff behaviour with the customer
(a) Superior (b) Good (c) Average
20. Good co-ordination among staff
(a) Superior (b) Good (c) Average
21. Personal interest taken by staff in service/ solving problems
(a) Superior (b) Good (c) Average
22. Prompt service by staff at counters
(a) Superior (b) Good (c) Average

5 CUSTOMER GUIDANCE
23. Display boards at counters indicating type of transactions that particular counter does
(a) Superior (b) Good (c) Average
24. Prominent display of time norms required for transaction, for information of customers
(a) Superior (b) Good (c) Average
25. Personal guidance of staff if needed
(a) Superior (b) Good (c) Average
26. Manager available easily and accessible to redress grievances if any and to solve problems
 (a)Superior (b) Good (c) Average
27. Whether customers’ meets are held regularly?
(a) Superior (b) Good (c) Average
28. Proper notice of customer meets displayed
(a) Superior (b) Good (c) Average

6. CUSTOMER EDUCATION
29. How do you know about the existing and new policies and services offered by the bank?
Through
(a)Branch manager (b) Staff at the branch
(c) Advertisements/pamphlets (d) Others
30. Availability of leaflets /pamphlets on schemes/services to customers
(a) Superior (b) Good (c) Average

7. SAVINGS BANK ACCOUNT

31. Do you have a Savings Bank Account with this bank?

(a) Yes (b) No
32. Do you think that photo and PAN are necessary for opening an account?
(a) Yes (b) No
33. Did you feel any difficulty in opening the account?
(a) Yes (b) No
34. How long does it usually take?
(a) To deposit cash in your account and obtain a receipt ------------------mts.
(b) To withdraw cash from your account ----------------mts.
(c) To get a new cheque book ----------------mts.
(d) For collection of local cheques ----------------days.
(e) For collection of outstation cheques ----------------days.
35. Have you given any standing instructions to the bank?
(a) Yes (b) No
36. Are these standing instructions properly executed
(a) Yes (b) No
37. Do you take your passbook to the bank whenever you?
(a) Deposit cash-------------------Yes No
(b) Withdraw cash-----------------Yes No
38. Whether the pass book is maintained promptly?
39. How often do you give your passbook for completing the entries —times a year
40. Are you able to clearly understand the entries made in your passbook’
(a) Yes (b) No
41. Do you have SB Accounts in multiple branches at different locations?
(a) Yes (b) No

8. CURRENT DEPOSIT ACCOUNT

42. Do you have at this bank Current deposit account

(a) Yes (b) No
43. Generally for how many days is the receipt of the statement Delayed -----------days?
44. Are you able to clearly understand the entries made in your statement of account
(a) Yes (b) No

9. TERM DEPOSIT ACCOUNT

45. Do you have any term deposits with this bank?

(a) Yes (b) No
46. Do you receive any intimation from the bank before the fixed deposit matures?
(a) Yes (b) No
47. How much time does the branch take to?
(a) Issue / renew a fixed deposit receipt--------------------mts.
(b) To encash a fixed deposit receipt------------------------mts.

10. N. R. E. ACCOUNT
48. Do you have an N.R.E. account?
(a) Yes (b) No
49. Do you think that the interest rates on N.R.E. account reasonable?
(a) Yes (b) No
50. If yes, do you experience any difficulty in operating the N.R.E. Account
(a) Yes (b) No
51. Do you get statement of accounts regularly?
(a) Yes (b) No

11. REMITTANCES

52. Have the remittances been effected correctly?

(a) Yes (b) No
53. During the last 12 months have you had an occasion to send remittances through Demand
draft
(a) Yes (b) No 54. How much time did it take to purchase a bank draft at this bank?
-------------------------------------------- mts
55. Whether you effected remittance of funds through Mail Transfer ?
(a) Yes (b) No

12. LOANS AND ADVANCES

56. Are you a bank borrower through this branch?

(a) Yes (b) No
57. What type of facilities do you currently enjoy with this bank? TYPE No.
(a) Loan (b) Cash credit (c) Overdraft (d) Bills (e) Any other
58. Do you avail Home Loan?
(a) Yes (b) No
59. Do you avail Educational Loan?
(a) Yes (b) No
60. Did you have to apply influence of any sort at any stage to facilitate availability of credit
(a) Yes (b) No
61. If yes, please indicate
(a) Using intermediary or consultancy service Yes No
(b) Applying political influence Yes No
(c) Approaching through bank staff or executive Yes No
62. Was the information called for by the bank for sanctioning credit useful to you at any time in
understanding your business requirements better
(a) Yes (b) No
63. Did find any information asked for by the bank while processing your Loan application
unnecessary or not available or too confidential to part with
(a) Yes (b) No
64. Do you fully understand the implications of the documents executed by you with the bank in
respect of credit facility
(a) Yes (b) No
65. During the last 12 months, did you ask the bank for marginal or temporary accommodation
to meet your emergent needs?
(a) Yes (b) No
66. Does the branch follow a consistent policy for levying service charges on your account ?
(a) Yes (b) No

13. TECHNOLOGY BASED SERVICES

67. Is there any A.T.M. facility in the branch?

(a) Yes (b) No
68. If yes, (a) working of the AT.M. satisfactory?
(a) Yes (b) No
69. If any problem with the A.T.M., What is the problem?
(a) Yes (b) No
70. Is online facility available in your bank?
(a) Yes (b) No
71. If yes, are you using that facility?
(a) Yes (b) No
72. Do you use Core Banking facility of your bank?
(a) Yes (b) No
73. Do you get SMS alerts from the bank for every transaction with the bank?
(a) Yes (b) No

14. OTHER SERVICES

74. Do you avail Safe deposit lockers offered by the bank
(a) Yes (b) No
75. Do you avail traveller's cheques offered by the bank
(a) Yes (b) No
76. Do you avail gift cheques offered by the bank
(a) Yes (b) No
77. Do you experience any difficulty in getting soiled notes exchanged?
(a) Yes (b) No
78. Is there any difficulty in getting the pension through the bank?
(a) Yes (b) No
79. Do you consider the charges levied by the bank reasonable for providing the following
services ?
(a) Yes (b) No
80. Do you have personal experience of
(i) Loss of fixed deposit receipt
(a) Yes (b) No
(ii) Loss of draft
(a) Yes (b) No
(iii) Cancellation of draft
(a) Yes (b) No
(iv) Claiming balance in the account of a deceased person
(a) Yes (b) No
(v) Encashment of term deposit before maturity
(a) Yes (b) No (vi) Operating an account which had not been operated for a long period
(a) Yes (b) No

15. CUSTOMERCOMPLAINTS
81. During the last 12 months did you have to complain to the bank officials on any matters?
(a) Yes (b) No
82. If yes, what was the nature of complaint?
(i) Misbehaviour (a) Yes (b) No
(ii) Error (a) Yes (b) No
(iii) Delay (a) Yes (b)
No 83. Did your account became inoperative due to freezing by bank ?
(a) Yes (b) No
84. Does the bank levy for breaching minimum balance in your account
(a) Yes (b) No
85. Does the bank report at any time to Credit information Bureau about your outstanding debt?
(a) Yes (b) No
86. Do you think that frequent strikes in banks affect you in anyway?
(a) Yes (b) No
87. Do the frauds in banks affect your confidence in banks?
(a) Yes (b)
No 16. CUSTOMEREXPECTATIONS

88. Do you get prompt attention and efficient service across the counter?
(a) Yes (b) No
89. Do you get appropriate information provision about account operation?
(a) Yes (b) No
90. Are the information’s provided accurate?
(a) Yes (b) No
91. Is there any transparency in banker - customer relationship?
(a) Yes (b) No
92. Do you get an assurance of legitimate secrecy of customer operations towards outside
world?
(a) Yes (b) No
93. Do you think that bank provide equitable or equal treatment of similar customers for similar
services?
(a) Yes (b) No
94. Is the bank follows fair and simplified pricing procedures?
(a) Yes (b) No
95. Do you expect a certain level of service from your bank?
(a) Yes (b) No
96. If yes, what is the level of expectations?
(a) Speedy (b) Accurate (c) Prompt (d) All three
97. Do you perceive the services received are higher than your expectations?
(a) Yes (b) No
98. Are you getting quick and better services through computerization?
(a) Yes (b) No

17. RATING OF CUSTOMER SERVICE

99. How do you rate the customer service in this bank?

(a) Superior Yes No
(b) Good Yes No
(c) Fair Yes No
(d) Poor Yes No
II. QUESTIONNAIRE FOR BANK BRANCH MANAGERS
1. Give the following details:
(i) Age in years
(a) 30 – 40 (b) 40 – 50 (c) <30