A

SUMMER TRAINING REPORT

ON
CUSTOMER RETENTION PRAC TICES
IN
HDFC BANK
CONDUCTED AT
HDFC BANK DISTRICT KURUKSHETRA

:HDFC BANK
Submitted to
KURUKSHETRA UNIVERSITY, KURUKSHETRA

In the partial fulfillment of degree of

BACHELOR OF BUSINESS ADMINISTRATION (BBA)
(Session 2019-22)

UNDER THE GUIDENCE OF SUBMITTED BY:

Dr. Karnika Gupta Neha Rani
rd
(Assistant Professor) BBA (S Semester)
H.O.D. Commerce Department Uni. Roll No. 191002306

SNRL JAi RAM GIRLS COLLEGE, LOHAR MAJRA,

KURUKSHETRA
(Approved by AICTE and affiliated to Kuruksbetra University, Kurukshetra)
SESSION - 2022
 HDFC BANK KU RUKSHE TRA
HDFC BANK
HDFC/ 28 th March 2022

TO WHOM IT MAY CONCERN

th
This is to certify that Miss. Neha Rani, SBA (5 Semester) University
Roll No. 191002306 student of SNRL Jai Ram Girls College, Lohar Majra,
Kurukshetra has successfully completed 4 weeks training in our organization
st
from 1 March 2022 to 28 th March 2022. She has visited to the people of
Kurukshetra City & made a Survey report on the topic "Customer Retention
Practices in HDFC Bank" and has submitted the report to the branch.
She has shown good learning aptitude and performed very well as per our
expectation. We wish all the best for her bright future.

mar
Branch Manager

HDFC Bank
Railway Road, District Kurukshetra
 DECLARATION

I have undergone 4 weeks BBA training at HDFC Bank, District Kurukshetra. During
training I have worked on the report titled "Customer Retention Practices in HDFC Bank,
Kurukshetra. And I have submitted to report as a part of fulfillment of 3 Years BBA programme.
Being a student of management, this training constituted a lot in gaining knowledge about
the Business Environment.

Date· \3- o ~ - Jo~,2

··········· ·· ·· ·······
Neha Rani
BBA 5th Semester
Uni. Roll No. 191002306
t
t
t
t
t
ACKNOWLEDGEMENT
• "IT IS YOUR ATTITUDE WHICH DETERMINES YOUR ALTITDUE"

This report is a synergistic result of many mind efforts. The BBA training began on 1st
March, 2022 the day I was inducted as BBA training at HDFC Bank, District Kurukshetra. As an
amateur to the corporate environment, this training has been a very insightful and exciting
experience. These one months were information and knowledge packed.
I take this opportunity to thank all the people who acted as guides, mentor & friends and
have directly or indirectly helped me through my project. This report has been analyzed and
sharpened by their intellectual prowess. I would like to express my gratitude to my industry
Guide Mr. Jitender Kumar, Personal Banker, whose assistance, vision and valuable time that
they shared with me will always be a source of inspiration.
I am also thankful to my guide Dr. Karnika Gupta, Assistant Professor & Head,
Department of Commerce for her guidance, kind cooperation and help.

~
Neha Rani
th
BBA 5 Semester
Uni. Roll No. 191002306
 INDEX
SRNO. TOPIC PAGE NO.

1. Executive Summary 1-2

2. Company Profile 3-19

3. Literature Review 20-21

4. Research Methodology 22-25

5. Analysis And Interpretation 26-39

6. Findings, Conclusion & Recommendations 40-41

Bibliography 42

Questionnaire 43-45
 EXECUTIVE SUMMARY

Commercial Banking in its very nature is a very complex industry. It has under its fold
thousands of different products for varied requirements of the customers, be it
investments, Loans, Safe Custody, in form of bank lockers etc. After an exhaustive
research, we have found that there are certain things HDFC Bank can do to enhance its
Services experiences & build favourable brand equity. The findings are enumerated
below:
HDFC Bank & Cheques:
We recommend introducing the BAR Codes in the cheques for accurate & faster
processing, besides reducing the customers average wait time in the queue. The HDFC
banking business runs on Flexcube & Finware, both from I-Flex. During my tenure in
Wipro Technologies (Support), we in collaboration with I-Flex (Software Provider)
created many new functions for CITI bank as it also runs on Flex Cube.
2. Migration of Accounts:
We recommend that the customers be able to PORT his/her ale to different city without
any change in ale no .. This way the customers will be freed from the hassles of opening a
new ale in the new city. This will also boost the motivation of the Tellers as when the
customers of different branch deposit in a branch. This customer is un-welcome as his
deposit does not accrue to the branch.
3. HDFC Bank & Debit Cards
We appreciate the Insta-Saving accounts offered by HDFC Bank, which has a Welcome
Letter, a Cheque Book, Internet Banking User name & Password & a Debit Card
(Without Name) & PIN. We recommend that a Debit Card with the Customers name
engraved on it be sent to the customer, post a performance check of the account, may be
after 3-6months. The debit card may either be sent on permanent postal address of the
customer or maybe delivered to his/her home branch & the customer maybe intimated
accordingly.
4. HD FC Ban k & Internet Banking
HD FC Bank has a very advanced net banking
security system. It's Net Banking login is a
two-step process with Secure Access ima
ge and text verification. However, we
understand from our research with large num
ber of customers of the bank that 24 hours
for activation of the BENIFECIARY is a
lot of time for online fund transfer. We
recommend that an email / sms / IVR call
maybe sent with the activation code for
instantaneous activation.
5. HD FC Ban k & Credit Card
Wh ile going through the Process Control Man
ual of HDFC Bank, we found that once the
Cre dit Card has been rejected to the custome
r. He has to wait for 6 months to get eligible
for re-application. We recommend that the time
limit be reduced to 3 months only as the
cust ome r may have fulfilled the previous defi
ciencies.

2
 CHA PTE R-V
FIND ING S, CON CLU SIO N & REC OM MEN DAT
ION S

FIN DIN GS:

❖ The reliability dime nsion of service quality ts better as comp
ared to empath Y a nd
tangibility .

❖ Employee Customer Relationship is Quite Good .

❖ Branch gives more emphasis on big clients like large

amount depositor or credi tors.
❖ The customer Have highest majority in saving
account of the HDF C Bank.
❖ HDFC Bank satisfy their customer with interest
rate. Because this bank give 3.5% on
saving and 5.5% on fixed deposit.

❖ This bank branch situated in local areas so most

of the customer prefe r Agric ultur e loan.
❖ The HDFC Bank manager and employees do co-operativ
e with their custo mer.
❖ Majority of the respondent from the HDFC Bank they
come to know abou t the schem es
and services of the bank by visiting personally HDF
C Bank is lacki ng in its
advertisement.

❖ Majority of the customer of HDFC Bank are male, only

few are females.
CON CLU SIO N:
A wide range of customers are not aware about the all
service that is provi ded by any bank .
Most of customer prefer to invest money in other optio
n like share market, real estate , equit y
share, bond ' etc. Most of customer was not providing the
exact infor matio n relate d to their same
account. The person are also affected by the family situat
ions, the people havin g more earni ng
hand they can think of extra activities like this, they can
spare the time for these kind of activity.
But if he is a single person then he cannot think about
this. The enthu siasm of the peop le is also
very important thing. A person who has every kind of
ability but he is not enthu siasti c then he
will not be able to do this type of job. As in it, a person
has to be consi stent and forwa rd stepp ing
and initiator with a calm nature . Mostly the people who
are residing in the local area more than 3
year they are interested as they know every aspect
of life on that locality. They know the
40
 mental ity and the financi al conditions and the nature of that pa1ticular area.
So only they have
shown more interest in the savin gs in the bank.

RECO MME NDAT IONS :

1. Time of service on counter should be less.

2. Transaction amount should be more.

3. Customer dealing should be better.

4. A TM machine should be more.

5. Phone banking should be there.

6. No transactions charge in using other bank' ATM.

7. Deposit and withdrawal service should be instant.

8. 24x7x365 service should be there.

9. Free net, mobile, phone banking should be there.

10. Banking through ATM

11. Loan facility through saving account at low interest rate

r 41

r
r
,r
 Questionnaire
Custome r Retention Practices in HDFC Bank District Kurukshetra

Name._ _ _ __ _ _ _ _ _ _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ _
__
Age

Occupat ion: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_

Annual Income: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
__
Name of Bank: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_
Type of Account: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_

1. How often you visit a Bank?

D Once a week □ Once in fortnight

□ Once a month □ More than a month

2. How much time do you have?

□ 0-5 Years □ 5-10 Years

□ 10-15 years □ above 10 Years

3. For which purpose you visit a Bank?

□ To make a deposit □ To inquire balance

□ To withdraw cash □ To deposit cheque

4. To whom you contact more often in a Bank?

□ Bank Manager
□ Consumer Lender

□ Inside Teller
D Customer Representative

43
5. Whi ch of facility norm ally you avail able
?

D Loan I I Cred it Card

□ ATM
D Fixe d Depo sit
0 e-Ba nkin g

6. Whi ch of the follo wing factor prom oted you

to selec t this bank bran ch?

0 Adv ertis emen t

0 Frien ds/ Rela tives

D Imag e of the bank

D Staf f Mem ber

0 Conv enie nt locat ion

7. Whi ch of the following may prom pt you to

shift to othe r Bank ?

D Term s & Cond ition D Loan Cred it Faci lity

D Simp le Proc edur e

D Low Char ges

8. Will you shift to other bank if service not upda

ted by this bank ?

D Yes
□ No

9. Are you satisfied with the services of Bank ?

D Yes
□ No

10. Any step bank takes to satisfy to you?

D Som e time
D Very Muc h

D Less Often

11. (a) Wou ld you like to switc h your exec

utive Bank ?

D Yes
□ No

(b) If yes tick of the following reason give n belo

w

44
 D Poor Services IJ Staff behavior

D High Charges D Lack of Transparency

12. What do you think the reasons for poor service?

D New employees D Poor Employees thinking

D Lac of facility D Lack of will to responsibility

13. Keeping in your view dealings with bank tick and of the following suggestions?

D Advertisement D Staff should be trained

□ Transparency D Efficient Service

D Quickness in Services D Customer relationship programme

45