1238 Ahu MSK)

lOMoARcPSD|30751771
Minor Project 3 on IDFC First Bank (research report)
Mba (GL Bajaj Institute of Technology and Management)
Studocu is not sponsored or endorsed by any college or university

Downloaded by sam solanki (samsolanki273@gmail.com)
lOMoARcPSD|30751771
G.L. Bajaj Institute of Management & Research

Approved by A.I.C.T.E., Ministry of HRD, Govt. of India
Plot No. 2, Knowledge Park-III, Greater Noida
PGDM BATCH-2020-22
MINOR PROJECT REPORT

ON
(IFDC FIRST BANK)
Submitted in Partial Fulfilment for the Award of the

DEGREE OF POST GRADUATE DIPLOMA IN
MANAGEMENT
2020-22
GUIDE BY: SUBMITTED BY:
(Dr. Atul Kumar Arora) (Shivam Rastogi)
(PGDM20129)

lOMoARcPSD|30751771

Minor Project Report
PGDM Batch 2020-22
FACULTY GUIDE CERTIFICATE
This is to certify that the work reported in the Minor Project Report on “IDFC FIRST
BANK” submitted by SHIVAM RASTOGI at G L Bajaj Institute of Management
&Research, Greater Noida, India, is a bonafide record of her/ his work carried out under my
supervision. This work has not been submitted elsewhere for any other degree or diploma.
(Signature of Faculty Guide)

Name: Dr. Atul Kumar Arora
Date:

lOMoARcPSD|30751771

Minor Project Report
PGDM Batch 2020-22
ACKNOWLEDGEMENT
I would like to thank the following people, without whom I would not have been able to
complete this Minor Project Report.
My heartfelt thanks goes to our Director Prof. (Dr). Ajay Kumar for providing an opportunity
work on the Minor project right from the first trimester of the program.
I convey my sincere thanks to my Faculty Guide Dr. Atul Kumar Arora for providing me the
constant support and guidance to carry out my project effectively and eff:iciently.
I would also like to convey my gratitude to all faculty members and staff for their support and
guidance.
Name of the Student : Shivam Rastogi

Roll Number: PGDM 20129
Trimester-III
PGDM Batch 2020-22
GL Bajaj Institute of Management & Research

lOMoARcPSD|30751771
TABLE OF CONTENTS
S.No. Contents Page No.

1 Introduction and Executive Summary 5
2 Problem Statement and Review 24
3 Research Methods 26
4 Data Analysis and Findings 32
5 Recommendations and Findings 40
6 Refrences 43

lOMoARcPSD|30751771
CHAPTER 1:
INTRODUCTION AND
EXECUTIVE SUMMARY

lOMoARcPSD|30751771
EXECUTIVE SUMMARY
IDFC FIRST Bank provides a range of financial solutions to individuals, small businesses
and corporates. The Bank offers savings and current accounts, NRI accounts, salary accounts,
demat accounts, fixed and recurring deposits, home and personal loans, small business loans,
forex products, payment solutions and wealth management services. IDFC FIRST Bank has a
nationwide presence and operates in the Retail Banking, Wholesale Banking and other
banking segments. Customers can choose where and how they want to bank: 260 branches,
140 ATMs and 454 rural business correspondent centres across the country, net banking,
mobile banking and 24/7 toll free Banker-on-Call service.
IFCI Ltd. Was incorporated in the year 1993. Its today’s share price is 5.85. Its current market
capitalisation stands at Rs 1109.16 Cr. In the latest quarter, company has reported Gross Sales
of Rs. 28214.5 Cr and Total Income of Rs.31891.4 Cr. The company’s management includes
Ravi Chaudhry, Anand Madhukar, Arvind Sahay, N Balakrishnan, Kiran Sahdev, Bhushan
Kumar Sinha, Emandi Sankara Rao.
Description Percent of Share (%)
Promoters 61.02 %
Non-Institution 25.77%
Fi/Banks/Insurance 10.33%
Mutual Funds/Uti 0.02%
Government 0%
FII 0%
It is listed on the BSE with a BSE Code of 500106 , NSE with an NSE Symbol of IFCI and
ISIN of INE039A01010. It’s Registered office is at I F C I Towers,P B No 4499,61 Nehru
PlaceNew Delhi-110019, Delhi. Their Registrars are ACC Ltd. It’s auditors are Andros & Co,
ASA & Associates LLP, Chokshi & Chokshi, KPMR & Associates, Lodha & Co, Ray & Ray,
Thakur, Vaidyanath Aiyar & Co, TR Chadha & Co
IFCI’s top 7 competitors are IDFC, IL&FS, PFC, SRE investing, PFS, Sanali and SIFL.
Together they have raised over 1.2B between their estimated 2.6K employees. IFCI has 225
employees and is ranked 4th among it’s top 10 competitors. IDFC is IFCI’s biggest rival.
IDFC was founded in Mumbai, Maharashtra} in 1997. Like IFCI, IDFC also competes in the
Diversified Financial Services sector. Compared to IFCI, IDFC generates $341.8M less

lOMoARcPSD|30751771
revenue. IL&FS is IFCI’s 2nd rival. IL&FS’s headquarters is in Mumbai, Maharashtra, and
was founded in 1987. IL&FS operates in the Diversified Capital Markets industry. IL&FS
generates 30% of IFCI’s revenue.PFC is IFCI’s 3rd competitor. PFC was founded in 1986 in
New Delhi, Delhi. PFC competes in the Investment Management & Fund Operators field.
PFC generates $4B more revenue than IFCI.

lOMoARcPSD|30751771
ABOUT THE COMPANY
IDFC First Bank (formerly IDFC Bank) is an Indian banking company with headquarters
in Mumbai that forms part of IDFC, an integrated infrastructure finance company. The bank
started operations on 1 October 2015. IDFC FIRST received a universal banking licence from
the Reserve Bank of India (RBI) in July 2015. On 6 November 2015, IDFC Bank was listed
on BSE and NSE.
In 2014, the Reserve Bank of India (RBI) granted an in-principle approval to IDFC Limited
to set up a new bank in the private sector. Following this, the IDFC Limited divested its
infrastructure finance assets and liabilities to a new entity - IDFC Bank. The bank was
launched through this demerger from IDFC Limited in November 2015.
IDFC Bank started operations in 19 October 2015 with 23 branches in Madhya Pradesh,
Delhi, Mumbai, Hyderabad, Bengaluru, Pune, Chennai, Ahmedabad and Kolkata. 15
branches are in settlements with a population of less than 10,000. IDFC bank has launched its
100th branch in Honnali, Karnataka in October 2017
In January 2018, Erstwhile IDFC Bank and Erstwhile Capital First announced a merger.
Shareholders of Erstwhile Capital First were to be issued 13.9 shares of the merged entity for
every 1 share of Erstwhile Capital First. Thus, IDFC FIRST Bank was founded as a new
entity by the merger of Erstwhile IDFC Bank and Erstwhile Capital First on December 18
2018.
IDFC FIRST Bank provides a range of financial solutions to individuals, small businesses
and corporate. The Bank offers savings and current accounts, NRI accounts, salary accounts,
demat accounts, fixed and recurring deposits, home and personal loans, small business loans,
forex products, payment solutions and wealth management services. IDFC FIRST Bank has a
nationwide presence and operates in the Retail Banking, Wholesale Banking and other
banking segments. Customers can choose where and how they want to bank: 260 branches,
140 ATMs and 454 rural business correspondent centres across the country, net banking,
mobile banking and 24/7 toll free Banker-on-Call service..

lOMoARcPSD|30751771
MISSION AND VISION
 BACKGROUND
IDFC is the promoter of the IDFC FIRST BANK and is registered with Reserve Bank
Of India as NBFC- investments. Beside banking, it also has investments in diverse
business such as asset management both public markets and private markets,
Institutional broking and Infrastructure debt Fund. All business are carried out through
independent subsidiaries. IDFC holds all these investments under IDFC holding
company (NOFCH). IDFC is a holding company of the group. IDFC and IDFC bank
are two listed entities of the group and the rest of the businesses are conducted
through unlisted subsidiaries.
 CORPORATE MISSION
Our mission is to create long term value for all stakeholders by being a dynamic and
customer center organization providing banking and other financial services through
our subsidiaries.

lOMoARcPSD|30751771
We want to touch the lives of millions of Indian’s in a positive way by providing high
quality banking products and services to them, with particular focus on aspiring
consumers and entrepreneurs of new INDIA, using contemporary technologies.
 CORPORATE VISION
We want to create world best bank, right here in INDIA, for aspiring consumers and
entrepreneurs in INDIA.
To be a leading financial service provider- admired and respected for high corporate
governance, ethics and values.
10

lOMoARcPSD|30751771
To primarily support the growth of MSME’s in INDIA with debt capital through
technology, enabled platforms and processes.
To finance inspirations of the Indian consumers using new-age analytics and

technology solutions.
11

lOMoARcPSD|30751771
 Values
1. Responsibility
We respect the fact that our investors have entrusted us with their capital, our
partners with their faith, our customers with their confidence and our
employees with their aspirations. We will measure our success of our
stakeholders and will work diligently to ensure that we fulfill our fiduciary
responsibility.
2. Integrity
We firmly believe that the difference between a good business and a good
organization is the integrity of its people. We will conduct ourselves ethically
and transparently in all our dealings both internal and external.
3. Leadership
We will maintain an environment which fosters creative and encourages

innovation. We believe that this will enable us to attract , retain and nurture
the best talent and develop the business and thought leaders of tomorrow.
4. Mutual Respect
We will build an organization which has a positive mindset. By conducting

every interaction with respect and consideration, we will create a self-
reinforcing culture of success.
12

lOMoARcPSD|30751771
5. Community
We believe that it is our responsibility to contribute to the environment in

which we operate. By investing in our community, we will not improve our
surroundings today, but also provide better opportunities for future
generations.
13

lOMoARcPSD|30751771
DETAILED PRODUCTS/SERVICE LINE
 SAVINGS ACCOUNT
IDFC bank enables its customers to open a saving banks account through two modes:
online and offline. We have classified the savings account offered by IDFC bank into
online and offline channels.
1. ONLINE SAVINGS ACCOUNT
This savings account from IDFC bank is a digital savings bank account and can be
opened instantly online using AADHAR based e-KYC. You are not required to
furnish your physical documents and do not have to make a visit at your branch.
FEATURES AND BENEFITS:
The IDFC bank saving account comes loaded with various features and benefits to
make banking experience hassle free and something never witnessed before.
 Open your instantly using Aadhaar based eKYC.
 Free any bank any ATM transaction
 Get unlimited fund transfer
 Get a complementary VISA Signature Debit Card for life
 Earn upto 4% interest p.a. on daily end of day balance, paid quarterly
 10% cashback on 1st POS transaction above Rs.1000
 No fuel surcharge
 Fantastic insurance offers : accident, lost card and purchase protection
14

lOMoARcPSD|30751771
15

lOMoARcPSD|30751771
Eligibility Criteria:
All individuals residing in INDIA can open a savings account with IDFC bank.
Documents Required:
To apply for a savings account with IDFC bank, you should have a PAN Card, Aadhaar Card
and a mobile number linked with your aadhaar card, you can provide Aadhaar Enrolment
Number with any of the following documents:
 Passport
 Voter ID Card
 Permanent Driving Lisence
 Job card issued by NREGA duly signed by any officer of the state government
FEE AND CHARGES
Average Monthly Requirement Rs. 25000

Debit Card Type Visa Signature
Cheque return- Deposited Rs.50
Cheque return- Issued Rs. 250
International ATM or POS transaction Free, only forex mark up 2% of the transaction
value is applicable
Re issue of cheque book Rs. 50 per cheque book
DD payable at branch locations Rs. 30
Replacement of Debit Card Rs. 100
Annual Debit Charges Rs. 100
ATM transactions charge at any ATM in India First 5 ATM transactions- free
6th transaction onwards
Rs.20 + taxes for every cash withdrawal
Rs.8 + taxes for any other transactions ( for eg.
Balance enquiry)
16

lOMoARcPSD|30751771
2. OFFLINE SAVINGS ACCOUNT
 MINOR SAVINGS ACCOUNT
An IDFC bank savings account created specially for children below 18

years of age. This savings account helps introduce the basic principles of
money management to children. The features are:
 Get 4% per annum on daily end of day balance, paid quarterly
 Sweep out when u need
 SENIOR CITIZEN’S SAVINGS ACCOUNT
A saving account designed for senior citizens with the following features:
 Free doorstep banking
 Preferential rates on fixed deposits and recurring deposits
 Free VISA Signature Debit Card for life
 Preferential treatment at bank
 PRATHAM SAVINGS ACCOUNT (BSBDA)
Pratham savings account from IDFC bank provides you multiple banking
services with the benefits and features mentioned below:
 Open your savings account instantly using aadhar number at an

IDFC micro ATM or branch near you
 Enjoy no stings attached zero balance account
 No hidden charges
17

lOMoARcPSD|30751771
 Access your account using multiple channels of banking- Branch,

ATM, micro ATM
 Male quick transactions at micro ATM
18

lOMoARcPSD|30751771
 SHAKTI SAVINGS ACCOUNT
Shakti savings account is an account which comes with low minimum

balance and convenience to fulfill all banking needs. Following mentioned
are its features:
 A saving account with low minimum balance of Rs. 100
 Get Rs. 2 lakhs of online fraud cover and Rs. 1 lakh of personal
accidental insurance cover on debit card
 PARAM SAVINGS ACCOUNT
A simple savings account from IDFC bank which helps you in banking and
provides you with following features:
 Average quarterly balance of Rs. 1000
 Benefits include a Rs. 2lakhs of online fraud cover and Rs.1 lakh
of personal accident insurance cover
 Free debit cum ATM card ( yearly charges applicable)
 CUREENT ACCOUNT
Offers a wide range of current account that are best suited to carter to the
business needs ranging from Rs. 10000 to Rs. 1 lakhs average monthly
deposit limits.
19

lOMoARcPSD|30751771
 HOME LOAN
IDFC bank offers home loan from Rs. 5 lakhs to Rs. 5 crore on more than
57 countries at competitative interest rates.
20

lOMoARcPSD|30751771
 PERSONAL LOAN
Offers personal loan to self employed and salaried individuals ranging

from Rs. 1 lakhs to Rs. 25 lakhs
 LOAN AGAINST PROPERTY
IDFC bank offers loan against property upto Rs. 5 crore wit repayment
tenure upto 65 years or retirement age.
 TWO WHEELER LOAN
IDFC bank offers two wheeler loan to salaried professional or self

employed individuals over 18 years of age with repayment tenure upto 5
years
 BUSINESS LOAN
IDFC bank offers business loan upto Rs. 40 lakhs with a repayment tenure
of upto 60 months
 VEHICLE LOAN
Offers commercial vehicle loan to proprietorships, partnerships,

companies upto 5 years .
21

lOMoARcPSD|30751771
 FIXED DEPOSIT
IDFC bank offers fixed deposits with higher returns and no penalties for
senior citizens for early withdrawal
 RECURRING DEPOSIT
IDFC banks recurring deposit starts from Rs. 2000 per month with
minimum repayment tenure of 6 months
 DEBIT CARD
IDFC bank offers 5 types of debit cards with enhanced daily limits for
purchase and cash withdrawal
 SMS BANKING
SMS to 5676732 or 9389289960 from registered mobile number with the

number of transaction code for the service one wants to avail.
 MOBILE BANKING
Through mobile banking customers will be able to check account details,

mini statements, transfer funds, pay bills and lot more.
22

lOMoARcPSD|30751771
 NET BANKING
Through IDFC first net banking consumers can avail a variety of facilities
at the comfort of their own house.
23

lOMoARcPSD|30751771
ORGANIZATIONAL STRUCTURE
NAME DESIGNATION
AASHISH KAMAT INDEPENDENT DIRECTOR
AJAY MAHAJAN HEAD
ANAND SINHA INDEPENDENT DIRECTOR
ANIDITA SINHARAY NON EXE. NON IND. DIRECTOR
BRINDA JAGIRDAR INDEPENDENT DIRECTOR
HEMANG RAJA INDEPENDENT DIRECTOR
PANKAJ SANKLECHA CHIEF FINANCIAL OFFICER
PRAVIR VOHRA INDEPENDENT DIRECTOR
RAJIV B LAL NON EXE. NON IND. DIRECTOR
SANJEEB CHAUDHARI INDEPENDENT DIRECTOR
SATISH GAIKWAD LEGAL HEAD AND COM. SECRATORY
SATISH GAIKWAD SECRATORY
SUNIL KAKAR NON EXE. NON IND. DIRECTOR
V VAIDYANATH CEO
V VAIDYANATH MANAGING DIRECTOR AND CEO
VISHAL MAHADEVIA NON EXE. NON IND. DIRECTOR
24

lOMoARcPSD|30751771
THE PESTLE ANALYSIS

1) POLITICAL FACTORS:
The banking sector looks all powerful but it’s susceptible to a bigger giant:
the government. Government laws affect the state of the banking sector.
the government can intervene in the matters of banking whenever, leaving
the industry susceptible to political influence. This includes corruption
amongst the political parties, specific legislative laws such as labor law,
trade restrictions and political stability
2) ECONIMIC FACTORS:
The banking industry and the economy are tied. How income flows,
whether the economy is prospering or barely surviving during the times of
recessions, affects how much capital banks can access. Spending habits
and the reasons behind them affect when customer borrow or spend funds
at bank. Additionally, when inflation skyrockets, the bank experiences the
backlash. Inflation affects currency and its value and causes instability.
Foreign investors think twice before providing their funds when a
particular country’s currency value is high.
3) SOCIOCULTURE FACTORS:
Cultural influences, such as buying behaviors and necessities, affect how

people see and use banking options. People turn to banks for advice and
assistance for loans related to business, home, and academics. Consumers
seek knowledge from bank tellers regarding saving accounts, bank related
credit cards, investments, and more.
25

lOMoARcPSD|30751771
Consumers desire a seamless banking experience. And technology is

developing to allow consumers to buy products easier, without requiring
assistance directly from banks.
4) TECHNOLOGICAL FACTORS:
Once, it was expected to visit the local bank to make changes to financial
accounts. But not anymore, Technology is changing how consumers
handle their funds. Many banks offer a mobile app to witness accounts,
transfer funds, and pay bills on smart phones.
Smartphone’s can scan cheques, and the bank can process it from their
end, at their location. This change helps to save paper and the need to drive
directly to the branch to handle these affairs.
Debit cards are also changing. Chips have been implemented, requiring
users to insert their card into debit machines rather than swiping them.
Other countries, such as Canada, have implemented a “tap” option —
tapping the debit card onto the device, requiring no pin, for a transaction to
complete. These changes make it easier on the user to make purchases
without required intrusion from banks.
Even banks themselves are utilizing technology within the workplace.

Telecommunicating through virtual meetings is being embraced. It
replaces the need for in-person meetings.
5) LEGAL FACTORS:
The banking industry follows strict laws regarding privacy, consumer

laws, and trade structures to confirm frameworks within the industry. Such
structures are required for customers in the allocated country and for
international users.
26

lOMoARcPSD|30751771
6) ENVIRONMENTAL FACTORS:
With the use of technology — particularly with mobile banking apps —

the use for paper is being reduced. Additionally, the need to drive directly
to a branch to handle affairs is minimized as well. Many issues are taken
care of through mobile apps and online banking services. Consumers can
apply for credit cards online, buy cheques online, and have many of their
banking questions answered online or by phone. Thus, reducing individual
environmental footprints.
27

lOMoARcPSD|30751771
THE SWOT ANALYSIS
1. Strengths of IDFC First Bank
 Growth in net profit with increasing profit margin (QoQ)
 Increasing profit for every quarter for past 3 quarters
 Company with zero promoter pledge
 Recent results: growth in operating profit with increase in operating profits

(YoY)
 Strong momentum: price above short, medium and long term moving
averages
2. Weakness of IDFC First Bank
 Red Flag: High Interest Payments Compared to Earnings
 Inefficient use of shareholder funds - ROE declining in the last 2 years
 Inefficient use of assets to generate profits - ROA declining in the last 2 years
 Red Flag: Downgrade by Credit Rating Agency
 Companies with High Debt
 Declining Net Cash Flow : Companies not able to generate net cash
 Book Value Per Share deteriorating for last 2 years
28

lOMoARcPSD|30751771
29

lOMoARcPSD|30751771
3. Opportunities for IDFC First Bank
 Rising Delivery Percentage Compared to Previous Day and Month, Strong

Volume
 Stock with Low PE (PE < = 10)
 RSI indicating price strength
 Decrease in Provision in recent results
 Brokers upgraded recommendation or target price in the past three months
4. Threats for IDFC First Bank
 Increase in NPA in Recent Results
30

lOMoARcPSD|30751771
CHAPTER 2:
PROBLEM STATEMENT
AND LITERATURE
REVIEW
31

lOMoARcPSD|30751771
PROBLEM STATEMENT: “A STUDY OF CUSTOMER SATISFACTION

OF IDFC FIRST BANK”
This Study will help us to understand the consumer’s satisfaction about banking
services and products. This study will help banks to understand, how a consumer
selects, organizes and interprets the Quality of service and product offered by banks.
The market is more aware and realistic about investment and returns from financial
products. In this background this study tries to analyse the customer satisfaction
towards banking services in general and IDFC FIRST BANK in particular.
LITERATURE REVIEW
CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
A considerable body of literature exists on consumption, consumer behaviour and
consumer decision making process. Most of the consumer research focused on
adopter categories, habits, attitudes and intentions rather than on actually measuring
the satisfaction level with the service.
CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the customer and to influence
buying
behaviour.
The process can be depicted as follows: -
1. Need recognition- realization of the difference between the desired and the
current situation that serves as a trigger for entire process.
2. Search for information.
3. Pre purchase alternative evaluation.
4. Consumption (utilization of the procured option)
5. Post purchase alternative re-evaluation.
6. Divestment (disposal of the unconsumed product and it’s remnants)
32

lOMoARcPSD|30751771
CHAPTER 3:
RESEARCH METHODS
33

lOMoARcPSD|30751771
NEED FOR THE STUDY
The deeper the company understands of consumer’s needs and satisfaction, the
earlier the product or service is introduced ahead of competition, the greater the expected
contribution margin. Hence the study is very important. This study will help companies to
customize the service and product, according to the consumer’s need. This study will also
help the companies to understand the experience and expectations of the existing customers.
SCOPE OF THE STUDY
This study is limited to the consumers with in New Delhi city. The study will be able to
reveal the preferences, needs, satisfaction of the customers regarding the banking services, It
also help banks to know whether the existing products or services the are offering are really
satisfying the customers needs.
OBJECTIVE OF THE STUDY

 To have an insight into the attitudes and behaviours of customer.
 To find out the differences among perceived service and expected service.
 To produce an executive service report to upgrade service characteristics.
 To understand consumer’s preferences.
 To access the degree of satisfaction of the consumers
34

lOMoARcPSD|30751771
RESEARCH METHODOLOGY
A descriptive study tries to discover answers to the questions who, what, when, where, and,
sometimes, how. The researcher attempts to describe or define a subject, often by creating a
profile of a group of problems, people, or events. Such studies may involve the collection of
data and the creation of a distribution of the number of times the researcher observes a single
event or characteristic (the research variable), or they may involve relating the interaction of
two or more variables. Organizations that maintain databases of their employees, customers,
and suppliers already have significant data to conduct descriptive studies using internal
information. Yet many firms that have such data files do not mine them regularly for the
decision making insight they might provide. Research simply means, “Search for
knowledge”. According to Roman and More, Research is “systematized effort to gain new
knowledge”. This descriptive study is popular in business research because of its versatility
across disciplines. In for-profit, not-for-profit and government organizations, descriptive
investigations have a broad appeal to the administrator and policy analyst for planning,
monitoring, and evaluating. In this context, how questions address issues such as quantity,
cost, efficiency, effectiveness, and adequacy. Descriptive studies may or may not have the
potential for drawing powerful inferences. A descriptive study, however, does not explain
why an event has occurred or why the variables interact the way they do.
35

lOMoARcPSD|30751771
SAMPLE METHOD
Convenience sampling method is used for the survey of this project. It is a nonprobability
sample. This is the least reliable design but normally the cheapest and easiest to conduct. In
this method Researcher have the freedom to choose whomever they find, thus the name
convenience. Example includes informal pools of friends and neighbours or people
responding to a newspaper’s invitation for readers to state their position on some public issue.
SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study, 25
respondents were selected at random. All the 25 respondents were the customers of different
branches of IDFC FIRST BANK.
SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is

collected only from a representative part of the universe and the conclusions are drawn on
that basis for the entire universe. A convenience sampling technique was used to collect data
from the respondents.
METHOD OF DATA COLLECTION
To know the response, the researcher used questionnaire method. It has been designed as a
primary research instrument. Questionnaires were distributed to respondents and they were
asked to answer the questions given in the questionnaire. The questionnaires were used as an
instrumentation technique, because it is an important method of data collection. The success
of the questionnaire method in collecting the information depends largely on proper drafting.
So in the present study questions were arranged and interconnected logically. The structured
questionnaire will reduce both interviewers and interpreters bias. Further, coding and analysis
was done for each question’s response to reach into findings, suggestions and finally to the
conclusion about the topic.
36

lOMoARcPSD|30751771
DATA COLLECTED:
Every decision poses unique needs for information, and relevant strategies can be developed
based on the information gathered through research. Research is the systematic objective and
exhaustive search for and study of facts relevant to the problem. Research design means the
framework of study that leads to the collection and analysis of data. It is a conceptual
structure with in which research is conducted. It facilitates smooth sailing of various research
operations to make the research as effective as possible.
PRIMARY DATA
Primary data are those collected by the investigator himself for the first time and thus they are
original in character, they are collected for a particular purpose. A well-structured
questionnaire was personally administrated to the selected sample to collect the primary data.
SECONDARY DATA
Secondary data are those, which have already been collected by some other persons for their
purpose and published. Secondary data are usually in the shape of finished products. Two
types of secondary data were collected for the preparation of the project work:
• Internal Data was generated from company’s brochures, manuals and annual reports
• External Data, on the other hand, was generated from magazines, research books, intranet
and internet (websites).
TYPE OF RESEARCH:
The present study is based on the type of research that is ‗analytical research ‘which includes
main purpose to analyse the different process, methodologies and procedures which have
been developed by RBI and IDFC FIRST BANK. Here researcher has the opportunity to
develop some new models and can do a lots of practical work on different types of models
which has been developed by RBI.
37

lOMoARcPSD|30751771
LIMITATIONS OF THE STUDY
Although the study was carried out with extreme enthusiasm and careful planning there are
several limitations, which handicapped the research viz,
1. Time Constraints:
The time stipulated for the project to be completed is less and thus there are chances that
some information might have been left out, however due care is taken to include all the
relevant information needed.
2. Sample size:
Due to time constraints the sample size was relatively small and would definitely have been
more representative if I had collected information from more respondents.
3. Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents tend
to give misleading information.
38

lOMoARcPSD|30751771
CHAPTER 4:
DATA ANALYSIS AND
FINDINGS
39

lOMoARcPSD|30751771
DURATION WITH BANK:
The study of 50 IDFC First Bank respondents consisted of a majority of customers who had
been with the Bank for a reasonable amount of time. This is good as these customers have
had the opportunity to properly access the service level of the Bank, and can compare their
experiences of IDFC First Bank with banks they have previously and are currently dealing
with. Out of the total respondents only 3% have been with the Bank for less than 6 months,
the rest 97% have had the opportunity to know about the strengths and weaknesses of the
Bank.
Reason for choosing the bank
Reputation of the bank Distance from residence

Recommended by family/friend Other reasons
If the Bank could get to know of that very compelling factor that convinced the customer to
open the account, then the Bank could use this in its favor to attract more customers. From
the study conducted the factor which has come out strongest in this regards is the getting 44%
of the responses, going deeper into this response by asking the respondent what is the factor
they include in this Other Reasons is that most people are not the deciding factor when they
open a saving account, this is done so by their employers. The customer’s salary accounts are
created by the companies in which they work.
40

lOMoARcPSD|30751771
MOST FREQUENT POINT OF INTERACTION WITH THE BANK:
The Banks are very interested to know the most popular Point of Interaction with the Bank as
if the Bank is lacking in one of these steps can be taken to make the situation better. From the
study we can see more than half (more than 50%) of the total respondents feel that they
interact most with the Bank with the help of ATM. Hence the importance of ATM cannot be
over stated. The Second most popular point of interaction that arises from the study is the
Branch with 32% of the respondents favouring this option.
The 24 Hour Branch of IDFC First Bank is located at sector 18 Noida. Apart from these
Branches in Mumbai and other cities in India IDFC First Bank is the only Bank which has the
facility of a 24Hour Branch. The third most Frequent Point of Interaction is Phone Banking
with 11.5% of the respondents favouring this medium. Phone Banking is one of the new age
Banking techniques. It is in its infancy in India and people have not taken to it as is the case
in other Developed Countries in the World. In the study it was seen that customers have
mixed feeling when it comes to Phone Banking as sometimes they do not find it as an
effective alternate to traditional forms of Banking. The forth most Frequent Point of
Interaction with the Bank is Internet Banking with 4% of the respondents favouring this
medium.
Chart Title
30
25
20
15
10
0
Branch Visit ATM Mobile Banking Internet Banking
Series 3
41

lOMoARcPSD|30751771
42

lOMoARcPSD|30751771
OVERALL SATISFACTION LEVEL:
Any service provider would want their customers to have a high Overall Satisfaction level.
IDFC First Bank has scored very well in this regard. The most important thing is that no
respondent has complained that they are overall dissatisfied with the bank. This is a very
important finding because this shows the effort IDFC First BankBank puts in providing their
customers a superior service has not gone waste. More than half of the total respondents
(52%) say that they are somewhat satisfied with the overall service of the Bank.
Chart Title
30
25
20
15
10
0
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
Series 3
About 30%of the total respondents say that they are Very Satisfied with their Overall
Experience with the Bank.
OVERALL SATISFACTION LEVEL
Hence about 82% of the Respondents are satisfied with their Overall Experience with the
Bank. The study is showing a very good Overall Satisfaction Level by the Account holders.
43

lOMoARcPSD|30751771
SATISFACTION LEVEL WITH BANK STAFF
Banks are institutions which are backed up by a large amount of capital; today’s Banks are
spending a huge amount of money on technology, improvement in infrastructure, etc. But
even today the most lasting impact about any Bank comes from the customers’ experience
with the Bank Staff. Any paining experience can have a lasting impact on the mind of the
customer; this can force him to change Banks or even discourage others from joining the
Bank. Hence Banks should train their employees to maintain good relations and be
cooperative with the customers.
Chart Title
50
45
40
35
30
25
20
15
10
5
0
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
Series 3
From the results of the findings, we can see that IDFC First Bank has been successful in
marinating a high level of customer satisfaction with the employees. Only 4% of the total
respondents included in the study were dissatisfied. The number of respondents who were
Very Satisfied represented 30% of the total respondents while those who were Somewhat
Satisfied were 46% of the total. The respondents who were Neither Satisfied nor Dissatisfied
are 20% of the total.
44

lOMoARcPSD|30751771
THE RESULTS OF A GENERAL SURVEY WHICH WAS CONDUCTED
ON 10 DIFFERENT BANKS IS AS FOLLOWS:
MOST IMPORTANT QUALITY IN A BANK
From the survey of more than hundred respondents belonging to different Banks we can to
the conclusion that Efficient Service offered by Banks is considered most important by
account. his study involved mainly Banks operating in the Private Sector, there are some
Banks from he Public Sector but these are at a relatively lower proportion. The Private Bank
include both Indian and Foreign Banks, the Indian Banks included ICICI Bank, HDFC Bank
While the Foreign Banks apart from IDFC First Bank studied included CITIBANK, HSBC,
ABN Amro. The Government Banks included most noticeably State Bank of India (India’s
Oldest and largest commercial Bank), Bank of Baroda, apart from other Banks.
Qualities of a Bank
25.64% Staf
ATM
Décor
Efficient Service
61.14% 11.83%
1.38%
45

lOMoARcPSD|30751771
DO PRIVATE BANKS PROVIDE SUPERIOR SERVICES COMPARED

TO GOVERNMENT BANKS?
The general perception is that the service quality of Private Banks is superior to that offered
by Government sector Banks; we wanted to study whether this is a true phenomenon or
whether this was just hearing say.
Private Banks Provide Better service than PSU Banks
YES No
The most important findings would come from the group of respondents who hold Saving
Accounts with both Private and Government run Banks, as these people would be in the best
position to judge the service offered by the Banks. According to this group of respondents the
Range of Products that are offered by Private sector Banks are much more diverse than those
offered by Government Banks. Also these respondents felt that the Banks in the Private sector
were much more flexible than their Government counterparts when dealing with customers.
Private sector Banks are much more proactive when it comes to offering its customers new-
age methods of Banking like ATM Facility, Internet Banking, Phone Banking, these services
make the life of Account holders much easier. Another major difference that comes to most of
the respondent’s minds when comparing the Private and Government sector Banks is the
Staff Attitude towards the customers. Sure Private Sector Bank Account holders have had
problems dealing with Bank Staff, but they still feel it is much better than how Government
employees behave. These Government employees show as if they are doing a favouring on
the customer
46

lOMoARcPSD|30751771
when they do their job. Private sector Bank customers are offered many freebies and
incentives to remain with the Bank, or try new products of the Bank. This is never the case
with Government Banks. Overall the result of this question very clearly states that people
consider the service level of Private Banks much higher than Government Banks as 79% of
the respondents agree and only 21% of the respondents disagree
GENERAL FINDINGS
• ATM Facility is more widely used by customers belonging to Private/Foreign Banks as

compared to Government Banks.
• Customer’s value Efficient Service over every other aspect, this is far more important than
the number of ATM machines, Staff, Décor of Bank.
• Reputation of Bank is most important when it comes to choosing especially a Private Bank.
• The general perception is that Private Banks provides better services as compared to a
Government Bank.
• People realize that Private Banks are as safe as compared to Government Banks.
• Advertisements and Freebies can be used to attract more customer
47

lOMoARcPSD|30751771
CHAPTER 5:
RECOMMENDATIONS AND
FINDINGS
48

lOMoARcPSD|30751771
CONCLUSION AND RECOMMENDATION
IDFC First Bank is Leading Bank in the country, it provides a variety of products and
services to different segments of customers. The Bank aims to serve customers from
teenagers to senior citizens, hence different products designed to suit specific requirements of
the above aims to serve all classes of the society from the salaried middleclass to the high
income business class. Customers are categorized and segmented according to their
requirements and needs. For Example, the EDGE Saving Account aims to serve middleclass
customers so minimum balance required to be maintained is Rs. 10000. While the PRO and
ACE Saving Accounts are targeting the high income customers, the minimum balance
requirement is Rs. 20000 and Rs. 75000. Customers who are more profitable to the Bank
(High Value Customers) are provided special facilities. Priority banking is meant to serve
these high value customers. The Bank prides itself with the ability to provide differentiate
products in the crowded market of saving accounts. Bank offers the free home baking, special
co-branded debit cards (Smart fill Debit Card) which makes its product unique. The Bank is
also involved in marketing activities which serves as a medium of advertisement for the
Bank. These are as follows:
• Extended happy hours at certain pubs in Delhi for the Bank’s account holders.
• Gift Vouchers on making utility payments, such as cell phones, electricity and MTNL bills.
• Free add-on cards for relatives.
• The Bank wants its customers to transact more through Internet Banking and ATM, rather
than the customers using the branch.
• The Debit Cards provided by the Bank Are Internationally Accepted around the world,
hence giving the customers the convenience to transact anytime, anywhere.
• The Bank has tied up with other Banks so that its customers cause other Bank’s ATM
facility for free transactions
• The Bank also provides DEMAT account and also sells Mutual Funds, this provides the
Bank and Government additional revenue.
The Bank has been very successful in enlarging its customer base during the last couple of
years.
49

lOMoARcPSD|30751771
• The Number One Reason of people choosing IDFC First Bank is the Brand
Name/Reputation of the Bank. Hence it should be careful that the Brand name and Goodwill
the Bank has earned is not diluted.
• The Biggest competitors of the Bank are ICICI Bank and HDFC Bank and STANDRAD
CHARTERED.
• ATM Facility & Internet Banking is most popular way to transact with the Bank. In order to
sustain or for further growth in the market they also need to focus on acquiring the more
corporate clients. HDFC Bank is leader in corporate accounts as of now in private sector. If
IDFC First Bank will pay more focus on dealing with corporate clients with best marketing
strategy and amazing offers, then they could probably become 1 st largest bank in India in
private sector. Overall, the customers appreciate the service and products offered by the Bank
and are willing to recommend the Bank to their acquaintances, but more attention has to paid
towards.
• Increasing the number of ATM machines
• Improving Internet Banking Facility.
50

lOMoARcPSD|30751771
CHAPTER 6:
REFRENCES
51

lOMoARcPSD|30751771
REFERENCES:
There was immense need and flow of the information while conducting the analysis as well
as while writing the thesis report, which was gathered through various sources mentioned
below:
• Various Magazines and Newspapers such as Outlook Financial Times, The Economic Times
, The Times of India ,The Hindustan Times, etc.
• Self-made questionnaires, Journals, Broachers and various other company related

documents
Internet Sources:
1. https://blog.investyadnya.in/hdfc-bank-vs-IDFC First Bank -vs-icici-bank-vs-Axisbank/
2. https://www.equitymaster.com/research-it/sector-info/bank/Banking-Sector-
AnalysisReport.asp?
utm_source=CompInfoPage&utm_medium=website&utm_campaign=sectorreport&utm_con
tent=banking
3. https://economictimes.indiatimes.com/markets/stocks/news/IDFC First Bank-mahindra-

bank-reports12-growth-in-deposits/articleshow/75008825.cms?from=mdr
4. https://economictimes.indiatimes.com/industry/banking/finance/banking/IDFC First Bank-

mahindravs-hdfc-bank-are-they-following-divergent-strategies-or-are-similar-at-
theircore/articleshow/58084659.cms?from=mdr
5. https://economictimes.indiatimes.com/opinion/interviews/we-are-moving-from-high-
networth-to-mass-retail-dipak-gupta/articleshow/58085543.cms
6. https://www.livemint.com/market/mark-to-market/reality-check-for-IDFC First Bank-

bank-stock-asgrowth-slows-and-slippages-rise-11579525033402.html
7. https://www.idfcfirstbank.com/en/stories-in-focus/growth-opportunities-for-a-business.htm
52

1238 Ahu MSK)

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

1238 Ahu MSK)

Uploaded by

Copyright:

Available Formats

lOMoARcPSD|30751771

Minor Project 3 on IDFC First Bank (research report)

Mba (GL Bajaj Institute of Technology and Management)

Studocu is not sponsored or endorsed by any college or university

G.L. Bajaj Institute of Management & Research

MINOR PROJECT REPORT

Submitted in Partial Fulfilment for the Award of the

Downloaded by sam solanki (samsolanki273@gmail.com)

G.L. Bajaj Institute of Management & Research

FACULTY GUIDE CERTIFICATE

BANK” submitted by SHIVAM RASTOGI at G L Bajaj Institute of Management

(Signature of Faculty Guide)

Downloaded by sam solanki (samsolanki273@gmail.com)

G.L. Bajaj Institute of Management & Research

Name of the Student : Shivam Rastogi

Downloaded by sam solanki (samsolanki273@gmail.com)

S.No. Contents Page No.

Downloaded by sam solanki (samsolanki273@gmail.com)

Downloaded by sam solanki (samsolanki273@gmail.com)

Downloaded by sam solanki (samsolanki273@gmail.com)

Downloaded by sam solanki (samsolanki273@gmail.com)

ABOUT THE COMPANY

Downloaded by sam solanki (samsolanki273@gmail.com)

MISSION AND VISION

Downloaded by sam solanki (samsolanki273@gmail.com)

Downloaded by sam solanki (samsolanki273@gmail.com)

To finance inspirations of the Indian consumers using new-age analytics and

Downloaded by sam solanki (samsolanki273@gmail.com)

We will maintain an environment which fosters creative and encourages

We will build an organization which has a positive mindset. By conducting

Downloaded by sam solanki (samsolanki273@gmail.com)

We believe that it is our responsibility to contribute to the environment in

Downloaded by sam solanki (samsolanki273@gmail.com)

DETAILED PRODUCTS/SERVICE LINE

1. ONLINE SAVINGS ACCOUNT

FEATURES AND BENEFITS:

 Open your instantly using Aadhaar based eKYC.

 Free any bank any ATM transaction

 Get unlimited fund transfer

 Get a complementary VISA Signature Debit Card for life

 10% cashback on 1st POS transaction above Rs.1000

 Fantastic insurance offers : accident, lost card and purchase protection

Downloaded by sam solanki (samsolanki273@gmail.com)

Downloaded by sam solanki (samsolanki273@gmail.com)

FEE AND CHARGES

Average Monthly Requirement Rs. 25000

Downloaded by sam solanki (samsolanki273@gmail.com)

2. OFFLINE SAVINGS ACCOUNT

 MINOR SAVINGS ACCOUNT

An IDFC bank savings account created specially for children below 18

 Get 4% per annum on daily end of day balance, paid quarterly

 Sweep out when u need

 SENIOR CITIZEN’S SAVINGS ACCOUNT

 Free doorstep banking

 Preferential rates on fixed deposits and recurring deposits

 Free VISA Signature Debit Card for life

 Preferential treatment at bank

 PRATHAM SAVINGS ACCOUNT (BSBDA)

 Open your savings account instantly using aadhar number at an

 Enjoy no stings attached zero balance account

Downloaded by sam solanki (samsolanki273@gmail.com)

 Access your account using multiple channels of banking- Branch,

 Male quick transactions at micro ATM