A PROJECT REPORT ON

“A STUDY ON E-MOBILE BANKING IN HDFC BANK”

Submitted to

UNIVERSITY OF MUMBAI

MASTER IN COMMERCE

SEMESTER-III (2022-23)

Under The Faculty of Commerce

Submitted By

MOHIT VASHISTH

Under The Guidance of

Ms. HEMALI PATEL

Smt. Devkiba Mohansinhji Chauhan College of Commerce and Science

Sanjibhai Delkar Marg, Lions Educational Campus, Silvassa, Dadra & Nagar Haveli 396230

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 Smt. DevkibaMohansinhji Chauhan College of Commerce and Science.

CERTIFICATE

This is to certify that the report titled “A STUDY ON E-MOBILE BANKING

IN HDFC BANK” is a record of project work for the degree of ‘Master of

commerce’ under the faculty of commerce in the subject of her project is carried

out by "MOHIT VASHISTH ". And his/her project is entitled by "Ms.

HEMALI PATEL" under my supervision.

I further certify that the entire work has been done by the learner under my

guidance and that no part of it has been submitted previously for any degree or

diploma of any university.

It is her own work and facts reported by his personal findings and

investigations.

Date of submission: Ms.

HEMALIPATE

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SEAL OF COLLEGE PROJECT GUIDE

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 DECLARATION

I the undersigned Mr. MOHIT VASHISTH here by, declare that the work

embodied in this project work titled "A STUDY ON MOBILE E-BANKING

IN HDFC BANK”, forms my own contribution to the research work carried

out under the guidance of Ms. HEMALI PATEL” is a result of my own research

work and as not been previously submitted to any other University for any other

Degree / Diploma to this or any other University. wherever reference has been

made to previous work of others, it has been clearly indicated as such and

included in the bibliography.

I, here by further declare that all information of this document has been

obtained and presented in accordance with academic’s rules and ethical

conduct.

MOHIT VASHISTH Ms. HEMALI PATEL

(Name of the Student) CERTIFIED BY

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5
 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. SEEMA PILLAI for providing

necessary facilities required for completion of this project.

I take this opportunity to thank our Coordinator Ms. HEMALI PATEL

For his moral support and guidance.

I would like to thank College Library, for having provided various reference
books and
magazines related to my project.

Lastly, I would like to thank each person who directly and indirectly help me
the completion of the project epically my parents and peers who support me
thought my project.

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 INDEX
CHAPTER NO. CONTENTS PAGE NO.

I Introduction Of E-Mobile Banking

II Research Methodology

III Literature Review

IV Data Analysis, Interpretation and Presentation

V Conclusion and Suggestion

VI Bibliography

Annexure

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 CHAPTER NO.1
INTRODUCTION E-MOBILE BANKING

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 INTRODUCTION OF BANKING

A bank is a financial institution and a financial intermediary

that accepts deposits and channels those deposits into lending
activities, either directly by loaning or indirectly through
capital markets.

A bank may be defined as an institution that accepts deposits,

makes loans, pays checks, and provides financial services. A
bank is a financial intermediary for the safeguarding
transferring, exchanging, or lending of money. A primary role
of banks is connecting those with funds, such as investors and
depositors, to those seeking funds, such as individuals or
businesses needing loans. A bank is the connection between
customers that have capital deficits and customers with capital
surpluses.

Banks distribute the medium of exchange. Banking is a

business. Banks sell their services to earn money, and they
must market and manage those services in a competitive field.
Banks are financial intermediaries that safeguard, transfer,
exchange, and lend money and like other businesses that must
earn a profit to survive. Understanding this fundamental idea
helps you to understand how banking systems work, and helps
you understand many modern trends in banking and finance.

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 Benefits of Banking

Safety: It’s risky to keep your money in cash as it could be

lost, stolen, or destroyed. Financial institutions keep your
funds safe.

Convenience: With banks, there's no need to carry cash. If

you need cash, you can easily access your funds virtually
anywhere.

Security: Banks follow stringent laws and regulations and at

most banks, funds are insured.

Financial Future: As individual you'll have access to

financial professionals to help you. Knowledgeable advice of
bankers is a valuable resource to help you build a better
financial future.

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 fulfils 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.
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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

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 INTRODUCTION OF HDFC BANK

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
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operations. The Bank has a network of 1412 branches and
3295 automated teller machines (ATMs) in 528 cities and
total employees is 52687.

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 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 Hasmukh bhai

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.

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 MISSION

 World Class Indian Bank

 Benchmarking against international standards.
 To build sound customer franchises across distinct businesses
 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:-
 Operational excellence.
 Customer Focus.
 Product leadership.
 People.

OBJECTIVE

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

 Increasing market share in India’s expanding banking.

 Delivering high quality customer service.

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  Maintaining current high standards for asset quality through
disciplined credit risk management.
 Innovative products and services that attract targeted customers
and address inefficiencies in the Indian financial sector.

AWARDS

2019

 Ranked 1st in 2019 Brand Z Top 75 Most Valuable Indian

Brands HDFC Bank was featured for the 6th consecutive year.

 Among The Most Honoured Company List, Institutional

Investor All-Asia (ex-Japan) Executive Team 2019 survey

 India’s Best Bank, Euro money Awards for Excellence 2019.

 Bank of the Year and Best Large Bank, Business Today –

Money Today Financial Awards 2019

 Best Bank in India 2019, by Global magazine Finance Asia.

 Ranked 60th in 2019 Brand Z Top 100 Most Valuable Global

Brands[11] HDFC Bank was featured Brand Z Top 100 Most
Valuable Global Brands 2019 for the 5th consecutive year. The
Bank's brand value has gone up from $20.87 billion in 2018 to
$22.70 billion in 2019.
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  Best Large Bank & Fastest Growing Large Bank in 2019, by
Business World Magna Awards.

2016

 Best Banking Performer, India in 2016 by Global Brands

Magazine Award.

 Best Performing Branch in Microfinance among private sector

banks by NABARD, 2016, Award for Best Performance in
Microfinance.

 KPMG study of India's Best Banks, Bank of the year & best
digital banking initiative award 2016.

 Brand Z Rankings, Most Valued brand in India for third successive year.

 Finance Asia poll on Asia's Best Companies 2015, Best managed

public company - India

 J. P. Morgan Quality Recognition Award, Best in class straight through

processing rates.
o

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 PRODUCT & SERVICES OF HDFC BANK

Deposit Account

 Savings Account

HDFC Bank offers 11 types of savings accounts to serve the financial

needs of students, entrepreneurs, salaried employees, or senior
citizens. From regular to premium savings account, one can manage
the money efficiently.

 Current Account

HDFC Bank offers 18 types of current accounts to serve the needs of

different businesses. Current accounts largely deal with liquid
deposits does not limit the number of transactions in a day and easily
allows for the withdrawal of funds.
LOAN
 Home Loan

HDFC Bank offers 3 types of home loans for its customers at

attractive interest rates. Customers can opt for automated repayment
and the EMIs will be directly repaid from HDFC saving account.

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  Personal Loan

HDFC Bank offers a personal loan to its customers at attractive

interest rates, low processing fees, & simplified documentation.
Customers can also avail pre-approved loan in 10 seconds and others
can get a loan in 4 hours.

 Property loan

HDFC Bank customers can pledge their property to meet the personal
or business goals with 4 types of loan against property. Customers can
get up to 65% of one’s property’s value, attractive interest rates, and
hassle-free processing.

 Car Loan

HDFC Bank helps to finance the dream of buying a new car for its
customers with up to 100% funding. Customers can opt for 3 types of
car loans as per their requirement with 7-year loan tenure, quick
disbursal, and processing.

 Education Loan

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HDFC Bank offers 3 types of education loan to its customers studying across
leading institutions in India & overseas to fulfil their career goals & aspirations.
Customers can also avail tax benefits u/s 80 (E) of Income Tax Act, 1961.

 Gold Loan

HDFC Bank offers gold loan with a minimum loan amount of Rs. 25,000 to its
customers at a flexible interest rate, minimal documentation & secure storage.
Customers can get the funds instantly & repay at their own convenience.

 Business Loan

HDFC Bank offers business loan to its customers of up to Rs. 50 lakh to fulfill
their unique business. It comes with easy documentation, attractive interest
rates, overdraft facility, and flexible tenures.

Investment
 Fixed Deposit

HDFC Bank offers fixed deposit schemes with high returns to its customers for
investing money. It also provides preferential interest rates (0.50% additional)
to senior citizens.

 Recurring Deposit

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HDFC Bank offers a recurring deposit with a minimum deposit as small as Rs.
1,000 or up to Rs. 14.99 per month and with a minimum tenure of 6 months up
to a maximum tenure of 10 years.
Cards
 Credit Card

HDFC Bank offers various types of credit cards to fulfil the needs of its
customers. The card offers attractive reward points, exclusive travel benefits,
dining privileges, and many more.

 Debit Card

HDFC Bank offers a wide range of debit cards to cater to the needs of its
customers. The cards provide various offers, discounts, and cash back on
shopping, travelling, dining, etc.

Banking
 Balance Enquiry

HDFC Bank account holders can check their account balance via Net
banking, Mobile Banking, Missed Call, SMS, Passbook, ATM &
Customer Care Number.

 Mini Statement

HDFC Bank customers can avail their mini statement using Net
Banking, Phone Banking, SMS, Passbook, ATM and also by
contacting the 24X7 customer care number.

 Net Banking

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HDFC Bank customers can avail Net Banking using which they can
check their account balance, book fixed & recurring deposits, transfer
funds, download bank statement up to 5 years, etc.

Customer Care

HDFC customers can contact the bank’s customer care executives via
SMS, E-mails, 24×7 available customer care number in case of any
queries, account-related questions, feedback, etc.

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INTRODUCTION OF MOBILE BANKING

Mobile banking is a service provided by a bank or other financial

institution that allows its customers to conduct financial transactions
remotely using a mobile device such as a smart phone or tablet.
Unlike the related internet banking it uses software, usually called an
app, provided by the financial institution for the purpose. Mobile
banking is usually available on a 24-hour basis. Some financial
institutions have restrictions on which accounts may be accessed
through mobile banking, as well as a limit on the amount that can be
transacted. Mobile banking is dependent on the availability of an
internet or data connection to the mobile device.
Transactions through mobile banking depend on the features of the
mobile banking app provided and typically includes obtaining account
balances and lists of latest transactions, electronic bill payments,
remote check deposits, P2P payments, and funds transfers between a
customer's or another's accounts.[1] Some apps also enable copies of
statements to be downloaded and sometimes printed at the customer's
premises. Using a mobile banking app increases ease of use, speed,
flexibility and also improves security because it integrates with the
user built-in mobile device security mechanisms.
From the bank's point of view, mobile banking reduces the cost of
handling transactions by reducing the need for customers to visit a
bank branch for non-cash withdrawal and deposit transactions. Mobile
banking does not handle transactions involving cash, and a customer
needs to visit an ATM or bank branch for cash withdrawals or
deposits. Many apps now have a remote deposit option; using the
device's camera to digitally transmit cheques to their financial
institution.
Mobile banking differs from mobile payments, which involves the use
of a mobile device to pay for goods or services either at the point of

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sale or remotely,[2] analogously to the use of a debit or credit card to
affect an EFTPOS payment.
HISTORY

The earliest mobile banking services used SMS, a service known as SMS

banking. With the introduction of smart phones with WAP support enabling the

use of the mobile web in 1999, the first European banks started to offer mobile

banking on this platform to their customers.

Mobile banking before 2010 was most often performed via SMS or the mobile

web. Apple's initial success with iPhone and the rapid growth of phones based

on Google's Android (operating system) have led to increasing use of special

mobile apps, downloaded to the mobile device. With that said, advancements in

web technologies such as HTML5, CSS3 and JavaScript have seen more banks

launching mobile web based services to complement native applications. These

applications are consisted of a web application module in JSP such as J2EE and

functions of another module J2ME.

A recent study (May 2012) by Mapa Research suggests that over a third of

banks [5] have mobile device detection upon visiting the banks' main website.

A number of things can happen on mobile detection such as redirecting to an

app store, redirection to a mobile banking specific website or providing a menu

of mobile banking options for the user to choose from.

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 Mobile Banking Services

Typical mobile banking services may include:

 Account information

o Mini-statements and checking of account history

o Alerts on account activity or passing of set thresholds

o Monitoring of term deposits

o Access to loan statements

o Access to card statements

o Mutual funds / equity statements

o Insurance policy management

 Transaction

o Funds transfers between the customer's linked accounts

o Paying third parties, including bill payments and third party fund
transfers(see, e.g., FAST)
o Check Remote Deposit

 Investments

o Portfolio management services

o Real-time stock

 Support

o Status of requests for credit, including mortgage approval, and insurance

coverage
o Check (cheque) book and card requests

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 o Exchange of data messages and email, including complaint submission
and tracking
o ATM Location

 Content services

o General information such as weather updates, news

o Loyalty-related offers

o Location-based service

A report by the US Federal Reserve (March 2012) found that 21 percent of

mobile phone owners had used mobile banking in the past 12 months.[7] Based
on a survey conducted by Forrester, mobile banking will be attractive mainly to
the younger, more "tech-savvy" customer segment. A third of mobile phone
users say that they may consider performing some kind of financial transaction
through their mobile phone.

Benefits of Mobile App in Banking System in India

The Reserve Bank of India recently informed banks to encourage mobile

banking. In upcoming days we will see more number of people getting hooked
to the ease of mobile banking. In the internet age, mobile banking can be
considered as boon.

Users can transfer funds from your bank account to another bank account with a
smart phone just with the help of the internet, from anywhere to everywhere
using mobile banking. It is obtainable for 24 hours and easy and convenient
mode for many mobile users in the rustic areas. Mobile Banking is said to be
more secure and risk-free than online Internet Banking. With the help of
Mobile, Banking user can transfer funds, and pay bills, checking account
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balance, study your recent transaction, block your ATM card, etc. Mobile
Banking is lucrative, and Banks offer this service at less rate to the customers.
Mobile banking can be used for most of the same tasks that you would execute
at a bank branch or on your home desktop computer. In addition, many banks
provide customers with the ability to deposit checks. All of this is done through
an app that is downloaded to your smart phone or tablet from your provider’s
app store. The app makes navigation much stress-free than if you were trying to
use online banking through the browser on your phone.

Smart phones have been one of the most impactful inventions in human history.
The impact of smart phones, as well as tablets, can be felt in just about every
facet of daily life in terms of how we communicate, gather information, shop,
access entertainment, and of course, how, we bank. For people who are
planning to go with mobile banking, here are few advantages to keep in mind.

1.Availability at Any Time and Any Where

Mobile Banking is available 24*7 and also easy and convenient mode for many
Mobile users even in the rural areas.

2.Mobile Banking Is Time Saving

This is one of the biggest benefits of mobile banking. No matter where you are,
you can “take care of business” without interrupting the rest of your life. Mobile
banking is being able to handle your financial life without having to run into a
branch during open hours can be a real time- and schedule-saver.

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3.Decreased infrastructure costs

Mobile Banking is cost effective and Banks offer this service at very low cost to
the customers. Banks do not have to build or maintain as many physical
branches if more customers carry out banking via their mobile phone.

4.Enhanced security over Mobile Banking

Mobile banking is as secure. All reliable financial institution use encryption that
defends and protects your privacy, identity and your financial information.
Some institutions even provide a security guarantee to make your use of mobile
banking truly stress-free. Mobile Banking is said to be more secured and risk
free than online/internet Banking.

Mobile phones now often contain face-recognition technology, fingerprint

scanners, and even iris scanners. This biometric data aids the bank confirm the
“customer” is really who they claim to be, and this biometric data offers more
security and protection for customers than simple telephone banking passwords
or requests for birth-date confirmations can provide. For both the financial
institution and customer, this means fewer instances of compromised data and
fraud.

5.Mobile Banking allows to Pay Bill

You can get reminders when to pay bills so you never have to pay a late fee.
You can even set up recurring bill payments so you don’t even have to think
about when a bill is due.

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6.Mobile Banking Keeps You in Control

Mobile Banking is so easy and so convenient, it helps keep you in control of

your finances. You can monitor your balances and always know where you’re at
financially. It’s an added advantage for your financial life. With account alerts,
you can identify if your account falls below a certain brink and immediately
transfer money into that account and avoid overdraft fees. You can credit
checks instantly, which is a great help when you need the cash. All these
features leave you in control of your money on your time.

Advantages and Disadvantages of Mobile Banking

Mobile banking is the performing of finance related functions on a mobile

device like a Smartphone or tablet. With the use of a mobile device, the user can
perform mobile banking via call, text, website, or app .There are both
advantages and disadvantages of mobile banking some of which have been
highlighted below.

Advantages

1. It utilizes the mobile connectivity of telecom operators and therefore does not
require an internet connection.
2. With mobile banking, users of mobile phones can perform several financial
functions conveniently and securely from their mobile.
3. You can check your account balance, review recent transaction, transfer
funds, pay bills, locate ATMs, deposit cheques, manage investments, etc.

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4. Mobile banking is available round the clock 24/7/365, it is easy and
convenient and an ideal choice for accessing financial services for most mobile
phone owners in the rural areas.
5. Mobile banking is said to be even more secure than online/internet banking.

Disadvantages

1. Mobile banking users are at risk of receiving fake SMS messages and scams.
2. The loss of a person’s mobile device often means that criminals can gain
access to your mobile banking PIN and other sensitive information.
3. Modern mobile devices like Smartphone and tablets are better suited for
mobile banking than old models of mobile phones and devices.
4. Regular users of mobile banking over time can accumulate significant
charges from their banks.

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 MOBILE BANKING IN HDFC BANK

HDFC’s mobile banking facility allows customers to manage their

bank account on the go. The mobile banking service can be activated
by downloading the app and entering the customer ID and IPIN. The
same ID and pin can be used to access mobile banking, or you can set
up Quick Access PIN (QAP). The app also allows customers to set up
biometric log in.

The Mobile Banking facility from HDFC Bank offers you an efficient
and convenient way in which you can stay connected with the bank.
Using the Mobile Banking App from HDFC, you can initiate more
than 75 transactions on your smart phone. It is also possible to do this
through a mobile browser window. The Mobile Banking facility is
notable in its security features, as there will be no information stored
on your SIM card or mobile phone.
It is possible to make bill payments, pay credit card dues, transfer
funds, and check your account balance through this facility. There are
separate apps for iPhone, Blackberry, Android, Nokia, Windows
phone, and tablets.

Features of HDFC Bank Mobile Banking

Some of the key features of the HDFC Bank Mobile Banking facility
are as follows:

 Missed Call Recharge - It is possible to get your phone

recharged through a simple missed call to the number, 73 08 08
08 08. You need not visit a store or download any app for
mobile phone recharge. You can also connect the phone
numbers of your family and friends to your account, after which
they can also avail this facility.

o This is one of the most convenient ways to recharge your

phone.
o The facility is available for all types of devices.

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o Transactions are completely secure, as it happens through the
account holder’s registered mobile number.

 mPassbook - This is a brand-new feature introduced by the

bank in alliance with the Mobile Banking facility. With this
feature, you can update your passbook through your mobile
phone; hence saving you a visit to the bank branch.

o With this facility, you can also choose to receive regular transaction
updates on your Current and Savings accounts. Additionally, you can get
a summary of your fixed and recurring deposits. These details can be
viewed on your phone even when you are offline. This feature also
enables you to track your expenses and categories your transactions.

o The mPassbook facility is only available for iOS and Android users presently.

o The Interactive Statement feature of mPassbook allows you to tag

transactions and view a break-up of your expenses and credits.

 SMS Banking - In case you do not have a data plan activated on your
phone, or if you are not in possession of a smart phone, you can still avail
Mobile Banking benefits through SMS banking. This facility allows you
to check your account balance, and view account statement and mini-
statement by sending an SMS.

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 Toll Free Mobile Banking : Using this facility, customers can dial the
bank’s toll-free number from the mobile phone registered with the bank
for SMS Banking.

 Customization: You don’t have to sift through pages of links to find

what you are looking for. Contemporary banking apps allow
customization of the menu so you can easily access your most frequently
used services.

 Investments: Not just banking, your mobile app now allows you to make
Term Deposits, Mutual Fund investments, invest in IPOs, and manage
your Demat holdings, all in one place.

 Bill payment: No need to physically visit the outlets or download

specific apps for different services. Most of your utility bills, mobile and
DTH connections can be paid from your banking app. Use HDFC Bank
Smart Pay option to issue standing instructions on your HDFC Bank
Credit Card and enjoy free credit period, earn Reward Points and get 5%
Cash Back on all transactions for the first year.

Customers who have prepaid connections can use the recharge via missed
call option. They can activate the option for family and friends too
through the bank account.

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o Effective budgeting: You need the right tools for effective budgeting.
What if you had everything you needed to stay on top of your expenses in
just one place? HDFC Bank Mobile Banking Applets you track all your
financial expenses in one place. All of your income, expenses, and
savings categorized and managed from a single place for better
budgeting.

o Alerts: Register for Insta Alerts and stay on top of all your financial
activities, available right at your fingertips. Other than regular transaction
banking, you can set alerts for bill payments and expense tracking via
your banking app. Customize your alerts, so that you that you only
receive an intimation for what is relevant to you whether it is the sweet
ring of a salary credit or the deadline for a bill payment!

o Account history: No need to have your statement updated physically at a

branch anymore. Access your account history through your Mobile
Banking app with a single click. With the mPassbook you can access
your account history anytime and anywhere, even without data
connectivity! The tagging feature allows you to add personalized remarks
for any transaction, search, filter and categories all transactions.

o Online shopping: The HDFC Bank Mobile Banking App helps you
compare prices across service providers, and allows you to avail of
discounts and Cash Back, and redeem loyalty points. Collaborations with
the biggest and best shopping portals HDFC Bank customers to pay bills,

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 shop online, book air travel and hotel accommodation on a single
exclusive platform.

o Convenient payment: Link your Debit or Credit Card with HDFC Bank
PayZapp and pay for your mobile, DTH recharge, utility bills, groceries,
movie tickets, shopping and more. You can pay through your linked
cards, or UPI through your linked bank account. You can even simply
scan the BHARAT QR code and pay. The best part? You not only enjoy
the security benefits offered by HDFC Bank, but also end up saving on
payments with PayZapp with various Cash back offers.

o Feedback and redressal: Any complaints and queries can be addressed

and resolved quickly, right in the banking app.

Bank-integrated mobile apps offer the most convenient and secure

options for your banking and non-banking needs. The apps are extremely
easy on the phone OS, they take very little storage space and don’t save
any of your information either. HDFC even offers a 'Lite' version of the
popular banking app that allows you to conduct a host of transaction even
on a slow to almost absent internet connectivity! To experience the best
in Mobile Banking app, look for HDFC Bank in the Play Store (Android
users) or App Store (iOS)

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FIVE MOST INNOVATIVE MOBILE BANKING FEATURES BY HDFC
BANK

With the advancements in technology, mobile phones have changed the way we
carry out various tasks in our daily lives. One of the functions that mobile
phones have made simpler is banking. All you need to do is download the
HDFC Bank MobileBanking App on your phone and you are ready to go. But if
you’re still stuck with the basics of mobile banking, here are some other
features that can let you do a lot more through your mobile banking account.

1. Account management

Mobile banking gives you up-to-date information on your account

instantly. You can:
o Get updates on your bank account, fixed deposits and credit cards that
you maintain with the bank.
o Check your balance, transaction history and other account-related
information whenever you want.
o Download and share receipts of payments with family and friends. It
allows you to catch any problems or inconsistencies faster, allowing
quicker rectification.

2. Bill payment

There’s no need to write out cheques anymore. Whether it is your credit

card, electricity or telephone bill, you can pay them all from the palm of
your hand, in a jiffy.
o View bill payment history, pending payments, or cancel payments
upfront, directly from the home screen.

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o Sign up for automatic bill payments and pay these with just one click
using the Mobile Banking app.

3. Fund transfers
o Quickly transfer funds to another account in the same bank or to an
account in another bank through the NEFT/RTGS or IMPS facility
via your app.
o Share your transfer receipts on social media with the ‘Share’ and
‘Download’ options.
o Directly apply for loans, credit cards etc.

3. Task lists

Certain financial transactions need to be carried out on time to avoid a

penalty, such as EMI and bill payments. If you have the habit of
forgetting things, mobile banking makes managing your task easier.
Create a task list of all your banking to-dos or add them to your
‘Favourites’ section on the app to make a list of frequently transacted
items. This can help you bank faster.

4. Security

Mobile banking is more secure than you know.

o It provides 2-factor authentication of user ID and password along
with an OTP sent to your registered mobile number.
o You receive an email confirmation for every financial
transaction.

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 o It uses face ID and fingerprint access just like your phone,
making it convenient and highly secure as only you can access
the account.
o Other features include easy access to your account 24x7, safe and
secure transactions, instant alerts and notifications, ATM/branch
locator, and many more. You can do a lot more with HDFC Bank
Mobile Banking. It is the easiest and most convenient way to stay
connected to your bank. The best part is that it is completely
secure – no personal data is stored on your mobile device or SIM
card. Consequently, there is no chance of the data being stolen in
case the phone gets misplaced. With HDFC Bank Mobile
Banking you can check your account balance, pay bills, transfer
funds and make credit card payments anywhere, anytime.

Benefits Of Using HDFC Bank Mobile Banking

 The Mobile Banking facility provides you the same level of security
as the HDFC Net Banking feature.

 If you have registered for SMS Banking, you can avail services both
in Hindi and English.

 SMS Banking is offered absolutely free of cost. You do not incur

any airtime charges for this service, as you are only using the SMS
facility. However, you may have to bear a nominal Value Added
Services fee for the SMS.

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  You can initiate an exhaustive set of financial transactions using the
Mobile Banking facility. Some of these include placing a request for
a cheque book, fixed deposit enquiry, account statement request,
request for Net Banking IPIN, etc.

 If you have international roaming activated on your phone, you can

access your bank account through SMS Banking from anywhere in
the world.

How to Register to HDFC Mobile Banking Services

 To use HDFC’s mobile banking services, you are required to have a net
banking customer IDand IPIN provided by the bank. Using these
credentials, you can easily log in to the app.
 HDFC Bank also allows customers to use a 4 digit Quick Access PIN
(QAP) to log in to theapp. Alternatively, you can also set up biometric
log in for the app.

How to Login to HDFC Mobile Banking App

To login with HDFC’s mobile banking services, follow the steps

mentioned below:
 Visit the Android or iOS app store and download HDFC’s mobile
banking app.
 Use your net banking customer ID and IPIN to log in to the app.
 These credentials are provided to you with HDFC’s welcome kit when
you open an
o account with the bank.

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 How to set up the Quick Access PIN

To set up the Quick Access PIN (QAP), follow the steps mentioned
below:
 Enter your customer ID and mobile number and click on ‘Continue’
 You will receive a one-time password (OTP)
 Enter the OTP and provide your debit card details and ATM pin
 Enter the new PIN and retype it for confirmation

How to change the Quick Access PIN

Customers can easily change the QAP by following these steps.

 Log in to the app and select ‘Your Profile’ from the menu.
 Select ‘Security Center’ and tap on ‘Manage Quick Login Method’ from
the options.
 Tap on the ‘Change’ option and enter the current QAP.
 Enter the new PIN and retype it to confirm the PIN.
 After successfully completing these steps, you can log in to the app with
the new QAP.

How to Reset the IPIN

To change HDFC Bank’s IPIN, customers must follow the steps

mentioned below:

 Log in to HDFC’s mobile banking app.

 Go to the menu and select ‘Your Profile’ and tap on ‘Security Center’.
 Select ‘Change Password/PIN’ option.

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 Enter the old IPIN and create a new one.
 Confirm the new PIN.
 After completing these steps, you can log in using the new IPIN.

HDFC Bank Mobile Banking: Security Measures

 There will not be any information stored on your SIM card or mobile
phone. So, in case the phone is stolen or misplaced, your account is
completely safe and will not be compromised. Additionally, you can
call up customer service and report the theft of your phone. The bank
will then deactivate your IPIN and a fresh one will be issued.
 Only the customer can login to his account with the Customer ID and
the Internet PIN (IPIN) that is a confidential field. All account
information will be stored in a 128-bit SSL protected format.
 If the IPIN is entered five times incorrectly in a consecutive manner,
the bank blocks the use of the IPIN.

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 HDFC Mobile Banking: Do’s and Don’ts

Here is a list of pointers that you need to follow when you use HDFC Bank
Mobile Banking.

Do’s:
 Always protect your mobile phone with a secure password. You
should also look to set a maximum number of incorrect password
submissions to three.

 When selecting a password, make sure it is strong with alphanumeric

and special characters so that your data is safe.

 You should frequently check your account statements for transactions

that are unauthorized.

 Your IPIN should be changed on a regular basis.

 If your phone is stolen or lost, report the same to the police and your
service provider immediately.

Don’ts:
 You should never share your confidential information or PIN with
anyone. Take care not to reveal this over the internet or the phone at
any point of time.

 Do not fall prey to links at social networking sites or in emails that

claim to be from the bank.

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 Never transfer funds to a recipient without proper verification. You
should be aware that once funds are transferred, the process cannot be
reversed.

 Don’t store critical information like mobile banking password, user

ID, credit card details, etc. anywhere on your phone.

 When your mobile number changes, you should inform the bank of
the same, and update your registered number with the bank.

 Don’t write down PINs or retain any information from the bank that
specifies your
password or PIN.

 Be very careful when you accept offers like caller tunes or download
attachments from unknown sources.

 Do not use Bluetooth devices in public places, as your confidential

information may be compromised.

 Be cautious when you browse through unfamiliar websites.

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 LIST OF HDFC MOBILE BANK APPS
APPS FEATURES

HDFC Bank Mobile Banking o Money Transfer

o Bill payment
o Check account balance
o Basic banking service
o Check demat account
balance

HDFC Bank Mobile App o Official android app

o Offers all the basic banking

services
HDFC Bank Mobile Banking LITE o Works without internet
o No login ID/ password
required
o Check and manage account
o Manage cheque payments
o Generate IPIN
HDFC Bank Tablet o Official app for tablets
o Basic banking services like
bill payments, fund
transfers, etc.
Pay zapp o Complete payment solution
o Available to customers of
all banks
o Supports mVisa QR, RuPay
QR, and
MasterPass QRFor bill
payments, tickets, recharge,
etc.
HDFC Perks o Offers all year round
o Apply to HDFC products
o E-file taxes
o Car and Personal loan

44

HDFC Bank Smart Hub
HDFC Trade Finance on Mobile
HDFC Bank Kisan App
HDFC Bank Loan Assist
HDFC Securities Mobile Trading
HDFC Bank Autopodia
45
approval within 10 minutes
o Provides payment solutions
to businesses
o Bharat QR, UPI, BHIM
Aadhar, and SMS based
payments.
o Authorize trade transactions
from mobile Phones.
o 24x7 access
o Real time authorization
o Aggregates information
important for
Farmers.
o Deals on agro products
o Agriculture news, updates on
government schemes, etc.
o Helps search loans and instant
approvals
o Can be used by non-HDFC
customers
o Manage existing loans
o EMI calculator
o Exclusive deals
o Instant details of stocks
o Intraday real-time charting
o Branch locator
o Latest market updates
o Comprehensive information
about cars and two-wheelers
o On-road price, pictures,
specifications, etc.
o EMI calculator, exchange offers,
 etc.
o Bank offers

46
 OBJECTIVE OF STUDY

o To know why customer prefer mobile banking services in HDFC bank .

o To know why customer are attached with mobile banking services bank.
o To study customer awareness about the mobile banking services provided
by HDFC
bank.
o To analyze customer satisfaction level in the mobile banking services
o To know the customer perception about the mobile banking services.

NEED FOR STUDY

HDFC bank offered mobile banking services . Hence to enable the awareness of
this services
in the minds the customer the researcher is interested to study customers
awareness towards
the mobile banking services provided by HDFC bank.

o Factor determining customer awareness towards the mobile banking

services
o To identify the customers perception about the mobile banking services.
o To trace out the expectation of customers towards the mobile banking
services.

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 SCOPE OF THE STUDY

o Aim to find out the awareness level and the effectiveness of mobile
banking services
provided by HDFC to the customers.
o The analysis will help to know the awareness level of customers
regarding the mobile
banking services.
o Along with satisfaction level of the customer in the mobile banking
services.
o The customer perception regarding the mobile banking services at HDFC.

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THE DIRECTION FOR FUTURE STUDY

Technology – enabled handheld devices are the future of banking. Slowly but
surely, more
and more consumer are opting for the convenience that mobile banking
provides, as opposed
to traditional branch banking.

Contemporary banking apps allow customization of the menu so you can easily
access your most frequently used services.

Not just banking, your mobile app now allows you to make Term Deposits,
Mutual Fund
investments, invest in IPOs, and manage your Demat holdings, all in one place.

No need to physically visit the outlets or download specific apps for different
services. Most
of your utility bills, mobile and DTH connections can be paid from your
banking app.
Customers who have prepaid connections can use the recharge via missed call
option. They
can activate the option for family and friends too through the bank account.

No need to have your statement updated physically at a branch anymore. Access

your
account history through your Mobile Banking app with a single click. With the
m Passbook

49
you can access your account history anytime and anywhere, even without data
connectivity!

The HDFC Bank Mobile Banking App helps you compare prices across service
providers,
and allows you to avail of discounts and Cash Back, and redeem loyalty points.
Collaborations with the biggest and best shopping portals HDFC Bank
customers to pay bills, shop online, book air travel and hotel accommodation on
a single exclusive platform.
Any complaints and queries can be addressed and resolved quickly, right in the
banking app.

50
 CHAPTER NO.2
RESEARCH METHODOLOGY

51
 RESEARCH METHODOLOGY

Research methodology is a way systematically to solve the research

problem. It
may be understood as a science of studying how research is done
scientifically. It
is necessary for the researcher to know not only the methods or
techniques also
the methodology.

RESEARCH METHOD

The research design is a descriptive research.

SOURCE OF DATA
 Primary data

o Primary data has collected directly from customers through structure

questionnaires.

 Secondary data

o Annual report of the bank.

o Discussion with staff member of the bank.
o Website of HDFC bank.

SAMPLE SIZE

Our sample was 69, who fulfil the basis criteria- customers with
HDFC.

SAMPLING UNIT

A sample unit is a single individual, who is having HDFC bank

account.

SAMPLING METHOD

In this project convenience sampling method is followed.

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 TYPES OF QUESTIONS ASKED

. 1. Multiple choice questions

2. Dichotomous questions

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54