You are on page 1of 120


, BIKANER Titled Customers Perception towards the Products & Comparative Analysis

Submitted in partial fulfillment for the Award of degree of

Master of Business Administration

Submitted By: NIRMAL YADAV


Submitted To: SUSMIT JAIN




ISI-5, RIICO Institutional AREA, Goner Road, Sitapura, Jaipur

I had undergone a practical training under HDFC BANK, BIKANER REGION. It was a good exposure for me to undergo training in such a bank to get the knowledge and experience regarding Customer perception towards

product & comparative analysis.

Summer training is one of the major experiencing component of the knowledge, gain of relevant of information with respect to Finance, marketing and dealing with situations in a professional course like M.B.A. where a professional person faces a problem in a field. I was able to get familiarized with the customer relationship and got to know how a bank measures to resolve their grievances and service them to the maximum for future prospect and success. Field component like survey, generation of questionnaire with respect to marketing helped me a lot and would be a great support in future.

It is good to have enthusiasm but it is essential to have training. Training can be in all way of life. Thus I would say that this training was beneficial educative & good exposure to me, which will certainly help in my near future. This project was designed with respect to this bank. The project made me to get the enhanced knowledge regarding Customer perception towards product & comparative analysis.


I express my sincere thanks to my project guide, Mr. K. C. Bachhawat (Authorized Personal Banker) HDFC BANK for guiding me right form the inception till the successful completion of the project. I sincerely acknowledge His for extending their valuable guidance, support for literature, critical reviews of project and the report and above all the moral support he/she/they had provided to me with all stages of this project. I would also like to thank the supporting staff Ms. Apeksha Jain, Faculty of AIET MBA Department, for their help and cooperation throughout our project.

Nirmal Yadav MBA 3rd sem


The bases of the project was to understand the investor customers perception about the various schemes of mutual funds, and saving bank account, Current account and Salary account under liability products for retail banking. The project also encompasses, identifies the scope and various parameters, a customer would look into while transacting with bank for certain scheme. Overall analysis has been done, keeping in mind the various customer segments like businessmen, salaried people, students and others, consideration while opting for any deposits or borrowings. The SWOT analysis shows the pitfalls and identifies the opportunities available for HDFC Bank and competitor analysis has been done by considering four other close competing commercial banks like ICICI, SBI, UTI, IDBI banks , analysis has been done by taking the profitability and performance indicator, it says there are several potentials available for HDFC bank to be the market favorite. After the analysis it is found that the major part of the deposits from HDFC Bank ,is formed by businessmen followed by salaried people and professionals and its nearest competitors are ICICI Bank & SBI


Introduction to Banking industry Introduction to HDFC Bank

3 Research Methodology


Title of the Study Duration of the Project Objective of the Study Type of the Research Scope of Study Limitation of Study
4 FACTS AND FINDING 5 6 7 8 9 ANALYSIS AND INTERPRETATION SWOT Analysis A Comparative Study Among the Emerging Commercial Banks Conclusion Annexure Questionnaire 10 Bibliography 129 79-113 114-116 117-119 120-121 122-128

Introduction to Banking Industry


It is well evident that work experience is an indispensable part of every professional course. In the same manner practical training in any organization is must for each and every individual who is undergoing financial course, without the practical exposure one cannot consider him/herself as a qualified manager. During the training period the student learns through his/her own experience is very valuable for the student and plays a leading and important role in their career path. Hence, to fulfill this requirement I completed my training in HDFC Bank Bikaner. When I entered in Organization, I felt like stepping into altogether a anew world. At first, everybody seems strange and unheard but as the passes, one understands the concept. Theoretical and conceptual aspect thought in classroom proves useful only when there is a project n practical situation. Product and industry started in INDIA in small way with the UTI ACT creating what was effectively a small saving division within the RBI. Over a period of 25 years, this grew successfully and gave investors a good return and therefore in 1989, as the next logical step, public sector banks and financial institutions were allotted to float mutual funds and success emboldened the government to allow the private sector to foray into this area. The initial years of the industry also saw the emerging years of the INDIAN EQUITY MARKET, when a number of mistakes were made and hence the mutual fund schemes, which invested in lesser-known stocks and at very high levels, became loss leaders for retail investors. The industry too has focused on bringing in the large investor, so that it can create a significant base corpus which can make the retail investor feel of secure. From 1992 onwards the mutual fund industry was opened to private sector such as Alliance Capital Mutual Fund, Birla Mutual Fund, Kotak Mahindra Mutual Fund, HDFC Fund, IDBI Principal Mutual Fund, JM Mutual Fund, Prudential ICICI Mutual Fund, TATA Mutual Fund funds have been set up.

Introduction to HDFC Bank..

HDFC BANK HDFC Bank 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 from Housing Development Finance Corporation Limited (HDFC), in 1994 during the period of liberalization of the

banking sector in India. HDFC India was incorporated in August 1994 in the name of 'HDFC Bank Limited'. HDFC Bank , one amongst the firsts of the new generation, techsavvy commercial banks of India, was set up in august 1994 after the Reserve Bank of India allowed setting up of Banks in the private sector . The Bank was promoted by the Housing Development Finance Corporation Limited, a premier housing finance company (set up in 1977) of India. Net Profit for the year ended March 31, 2007 was up Rs.1,141.5 crores, up 31.1%. Headquartered in Mumbai, HDFC Bank, has a network of over 684 branches spread over 316 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are serviced through Telephone Banking. The Bank also has a network of about over 1605 networked ATMs across these cities. History of the company 1994 - The Bank was Incorporated on 30th August. A new private sector Bank promoted by housing Development Corporation Ltd. (HDFC), a premier housing finance company. The bank is the first of its kind to receive an in-principle approval from the RBI for establishment of a bank in the private sector. Certificate of Commencement of Business was received on 10th October 1994 from RBI. - The Bank transacts both traditional commercial banking as well as investment banking. HDFC, the promoter of the bank has entered into an agreement with National Westminister Bank Pc. and its subsidiaries (Natwest Group) for subscribing 20% of the banks issued capital and providing technical assistance in relation to the banks proposed banking business. 1995 - 70 No. of equity shares issued to subscribers to the Memorandum & Articles of Association on 30th August 1994. On the same date 500,00,000 equity shares were

allotted to HDFC promoters. 509,20,000 shares were allotted to HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust on 22nd December, 1994. - On 16.1.1995, 90,79,930 No. of equity shares were allotted to Jarrington Pte. Ltd. Another 400,00,000 equity shares were allotted on private placement basis to Natwest Group on 9.5.1995. 500,00,000 shares were allotted to the public on 9.5.95 (all were taken up). - The Bank opened its first branch in Ramon House at Churchgate, Mumbai on January 16th. - The Bank has created an efficient operating system using well tested state-of-the-art software. 1996 - HDFC Bank has entered the banking consortia of over 50 corporates, including some leading multinational companies, flagship companies of local business houses and strong public sector companies. - HDFC Bank has set up a state-of-the-art dealing room to handle all transactions possible in Indian financial markets. - The Certificates of Deposits were awarded a PP1+ rating which is the highest rating for short term instruments indicating superior capacity for repayment. 1997 - The bank is one of the largest mobilisers of retail deposits through its network of 20 branches. Its credit deposits ratio was 53.8%. - The bank has set up a ultra-modern hub at Powai in Mumbai where the bank's central computer is housed. This hub housed in 35,000 square feet of space, houses data of all the branches and facilitates the introduction of new products and services. - HDFC has installed state-of-the-art systems to facilitate inter-connectivity between branches and link up with on line system. - The bank has also recently signed up as a depository participant, under the newly set up NSDL, wherein the members clearing accounts settlement for dematerialized shares can be done through the bank. - HDFC Bank, one of the nine new-generation private sector banks, has planned to set up an all-India on-line automated teller machine (ATM) network.

- HDFC Bank proposed to launch tele-banking for the first time in June in Mumbai at its Chandiveli branch. - HDFC Bank has drawn up plans to become a niche player in corporate banking by sticking to top-rung corporates. - HDFC Bank has become the first private sector bank to conclude a structured interest rate option deal. - HDFC Bank has launched its Versova branch, the 11th branch in Mumbai. - HDFC Bank, as part of its expansion plans in the South, has opened another branch in Chennai. - HDFC Bank has entered into strategic alliances with 10 overseas banks to provide customers with a wide range of derivatives including interest rate and foreign currency swaps. - HDFC Bank on October 14 introduced ATMs that converse in a regional language. - HDFC Bank has introduced the Freedom Account for the average retail customer located in the major metros as a means to wean away the middle-income market from nationalised banks. - HDFC Bank has launched an account in all its 28 branches across India that seeks to free depositors from minimum balance requirement, for the first time in the country. - HDFC has introduced a new loan product for the payment of betterment fees announced by the Bangalore Mahanagar Palike. - HDFC Bank is all set to launch its debit card by April 1998.

1998 - HDFC Bank has tied up with the Ahmedabad Stock Exchange (ASE) to act as its clearing bank. - HDFC Bank proposes to strengthen its branch network in Calcutta with the addition of two new branches in the first quarter of the next fiscal. - HDFC Bank has signed an agreement with the National Stock Exchange (NSE) which will give it a second charge over the brokers deposit for providing loan against share facility to NSE brokers.

- The bank has also entered into a similar understanding with the Bombay Stock Exchange (BSE) whereby the bourse will provide support for recovery of money against the card for loan against share facility. - The bank has also entered into `Cirrus' arrangements by which all master card holders across the globe will be able to transact at HDFC Bank in India. - The bank will also provide phone-banking facility in Bangalore. HDFC has tied up with Visa International to offer its Debit Card. - HDFC Bank Ltd has entered into a memorandum of understanding for a strategic business collaboration with Chase Manhattan Bank. - HDFC Bank has become the first bank in India to link up its automated teller machine (ATM) network with all the three major payment systems world-wide. - HDFC Bank will be the first bank in the Asia-Pacific region to connect the American Express (Amex) payment system. - The HDFC Bank is expanding its ATM network to connect to American Express Interchange based in Phoenix, Arizona, USA. With this connectivity, HDFC Bank has become the first bank in the Asia-pacific region to connect to the Amex Interchange. - HDFC Bank was the first to sign up with AMEX in December of 1998. - The Bank has tied up with ITC Threadneedle Mutual Fund to provide its investors with the High Interest Fund (HIF), a facility to encash their units through the bank's Automated Teller Machines in addition to a cheque book facility also to be provided by the bank. -Andhra Bank has entered into an alliance with HDFC Bank for sharing its network of automated teller machines (ATMs). On March 29, 2004 - HDFC Bank and Bahraini Saudi Bank (BSB) have announced an alliance to cater to service the needs of the non-resident Indians (NRIs) in Bahrain. - HDFC bank Ltd has informed that Dr (Mrs) Amla Samanta has ceased to be a director of the Bank with effect to April 25, 2004.

- HDFC Bank launches new scheme for Maruti 800 buyers, providing 85 per cent finance on the on-road price of the car for seven years. -HDFC Bank wins Asiamoney award for Best Domestic Bank

-HDFC Bank managing director Aditya Puri has been awarded the management man of the year by the Bombay Management Association (BMA) -HDFC Bank has entered into an agreement with Shrachi Securities Ltd, the flagship company of the Kolkata-based Rs 300-crore Shrachi Group, for financing of multi-utility vehicles all over India -HDFC Bank has launched an online bill payment facility for its customers who are also subscribers to Tata Teleservices -HDFC Bank join hands with NCR Corporation to offer managed ATM services - IKF Finance Ltd has entered in to a Joint Lending Arrangement with HDFC Bank Ltd 2005 -TMB forges alliance with HDFC Bank -HDFC Bank inaugurates first ATM in Hotel - HDFC Bank ties up with the International Bank of Qatar (IBQ) to launch banking services in Qatar. - HDFC Bank launches loyalty rewards programme for its debit and credit cardholders under the name InstaWonderz. -HDFC Bank along with MasterCard International launched credit card targeted at small and medium-sized enterprises -HDFC Bank has tied up with US-based WL Ross and company LLC for investing in corporate restructuring -HDFC Bank unveils credit card for farmers 2007 -HDFC Bank has signed an agreement with Tata Pipes to offer credit facilities to farmers across the country. -Hdfc Bank Ltd has appointed Mr. Pandit Palande as an additional Director of the Bank at the Board Meeting held today i.e. on 24th April 2007. - HDFC Bank Ltd has informed that the Board of Directors of the Bank at its meeting held on October 12, 2007, has been appointed Mr. Paresh Sukthankar & Mr. Harish Engineer as Executive Directors on the Board of Directors of the bank. Mr. Sukthankar & Mr. Engineer have been senior employees of the Bank since 1994 and have held various positions of responsibility

Organizational Structure Chairperson (Jagdish Capoor)

Managing Director (Aditya Puri)

Executive director (Harish Engineer )

Executive director (Paresh Sukthankar)

Director (Keki Mistry)

Director (C.M Vasudev)

Director (Pandit Palande)

Director (Vineet Jain)

Director (Arvind Pande)

Director (Gautam Divan)

PROMOTER HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the 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. BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People. TIMES BANK AMALGAMATION In a milestone transaction in the Indian banking industry, Times Bank Limited (another new private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added significant value to HDFC Bank in terms of increased branch network, expanded geographic reach, enhanced customer base, skilled manpower and the opportunity to cross-sell and leverage alternative delivery channels.

TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have online connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs).

The Bank has made substantial efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world class bank. In terms of software, the Corporate Banking business is supported by Flexcube, while the Retail Banking business by Finware, both from i-flex Solutions Ltd. The systems are open, scaleable and web-enabled. The Bank has prioritised its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share. DISTRIBUTION NETWORK HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 593 branches spread over 263 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centres where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centres where the NSE/BSE have a strong and active member base. The Bank also has a network of about over 1131 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders. BUSINESSES

HDFC Bank offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers. The bank has three key business segments: Wholesale Banking Services The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporates and agri-based businesses. For these customers, the Bank provides a wide range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. The bank is also a leading provider of structured solutions, which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Based on its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian corporates including multinationals, companies from the domestic business houses and prime public sector companies. It is recognised as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks. Retail Banking Services The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-stop window for all his/her banking requirements. The products are backed by world-class service and delivered to the customers through the growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking, NetBanking and Mobile Banking. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions, information and advice on various investment avenues. The

Bank also has a wide array of retail loan products including Auto Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider of Depository Participant (DP) services for retail customers, providing customers the facility to hold their investments in electronic form. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the Mastercard Maestro debit card as well. The Bank launched its credit card business in late 2001. By September 30, 2005, the bank had a total card base (debit and credit cards) of 5.2 million cards. The Bank is also one of the leading players in the "merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establish. Treasury Within this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the liberalization of the financial markets in India, corporates need more sophisticated risk management information, advice and product structures. These and fine pricing on various treasury products are provided through the bank's Treasury team. To comply with statutory reserve requirements, the bank is required to hold 25% of its deposits in government securities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio. AWARDS and ACHIEVEMENTS- BANKING SERVICES 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. The Asset magazine named HDFC Bank "Best Cash Management Bank" and "Best Trade Finance Bank" in India, in 2006.HDFC Bank named the "Most Customer Responsive Company - Banking and Financial Services in The Economic Times Avaya Global Connect Customer

Responsiveness Awards 2005". HDFC Bank has been named Best Domestic Bank in India in The Asset Triple A Country Awards 2005. In 2004, HDFC Bank was selected by BusinessWorld as "One of India's Most Respected Companies" as part of The Business World Most Respected Company Awards 2004. In 2004, HDFC Bank won the award for "Operational Excellence in Retail Financial Services" - India as part of the Asian Banker Awards 2003. Asiamoney AWARDS: 2006

Business Today Forbes Magazine Businessworld The Asset Magazine's Triple A Country Awards Asiamoney Awards Euromoney Awards

Best Bank in India. One of Asia Pacific's Best 50 companies. Best listed Bank of India. Best Domestic Bank.

Best Local Cash Management Bank in Large and Medium segments. "Best Bank" in India.

CREDIT RATING HDFC Bank has its deposit programmes rated by two rating agencies - Credit Analysis & Research Limited. (CARE) and Fitch Ratings India Private Limited. The bank's Fixed Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments considered to be "of the best quality, carrying negligible Investmentrisk". CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for repayment of short term promissory obligations". Fitch

Ratings India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the "tAAA ( ind )" rating to the bank's deposit programme, with the outlook on the rating as "stable". This rating indicates "highest credit quality" where "protection factors are very high". HDFC Bank also has its long term unsecured, subordinated (Tier II) Bonds of Rs.4 billion rated by CARE and Fitch Ratings India Private Limited. CARE has assigned the rating of "CARE AAA" for the Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA( ind )" with the outlook on the rating as "stable". In each of the cases referred to above, the ratings awarded were the highest assigned by the rating agency for those instruments.

CORPORATE GOVERNANCE RATING The bank was among the first four companies, which subjected itself to a Corporate Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating Information Services of India Limited (CRISIL). The rating provides an independent assessment of an entity's current performance and an expectation on its "balanced value creation and corporate governance practices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating, which indicates that the bank's capability with respect to wealth creation for all its stakeholders while adopting sound corporate governance practices is the highest.We are aware that all these awards are mere milestones in the continuing, never-ending journey of providing excellent service to our customers. We are confident, however, that with your feedback and support, we will be able to maintain and improve our services. UNAUDITED FINANCIAL RESULTS FOR THE QUARTER AND NINE MONTHS ENDED DECEMBER 31, 2007 HDFC BANK LTD (NYSE)





Vol. 223,154

16:02 ET

Annual Balance Sheet Fiscal Year End for HDFC BANK LTD falls in the month of March. All items in Millions except Per Share data. 03/31/08 Assets Cash & Equivalents -96,304.42 Receivables 0 Notes Receivable 0 Inventories 0 Other Current Assets 0 Total Current Assets 3,694.58 Net Property & Equipment 293.78 Investments & Advances 28,205.11 Other Non-Current Assets 0 Deferred Charges 0 Intangibles 0 Deposits & Other Assets 1,100.60 Total Assets 33,294.15 Liabilities & Shareholder's Equity Notes Payable 0 Accounts Payable 25,192.15 Current Portion Long-Term Debt 0 Current Portion Capital Leases 0 Accrued Expenses 0 Income Taxes Payable 0 Other Current Liabilities 0 Total Current Liabilities 25,192.15 Mortgages 0 Deferred Taxes/Income 0 Convertible Debt 0 Long-Term Debt 1,119.71 Non-Current Capital Leases 0 Other Non-Current Liabilities 4,107.97 Minority Interest (Liabilities) 0 Total Liabilities 30,419.84 03/31/07 03/31/06 03/31/05 03/31/04 1,968.20 1,536.40 1,090.20 1,220.30 12,818.50 9,081.30 5,992.60 4,190.30 0 0 0 0 0 0 0 0 297.40 0 0 82.10 15,084.10 10,617.70 7,082.80 5,492.70 241.20 195.90 162.40 142.10 7,059 6,147.90 4,683.50 4,052.40 0 0 0 0 0 0 0 0 0 0 0 0 1,123.40 821.10 209.20 147.70 23,507.70 17,782.60 12,137.90 9,834.90

2,458.70 1,701.40 1,423.20 554.50 15,831.70 12,529.30 8,334.30 7,006 0 0 0 0 0 0 0 0 2,910.30 1,921.50 1,134 1,414.90 0 0 0 0 0 0 0 0 21,200.70 16,152.20 10,891.50 8,975.40 0 0 0 0 0 0 0 0 0 0 0 0 779.60 382.80 115.30 140.20 0 0 0 0 0 0 0 0 7.50 5 0 0 21,987.80 16,540 11,006.80 9,115.60

Shareholder's Equity Preferred Stock Common Stock (Par) Capital Surplus Retained Earnings Other Equity Treasury Stock Total Shareholder's Equity Total Liabilities & Shareholder's Equity Total Common Equity Shares Outstanding Book Value Per Share

0 0 88.60 2,785.70 0 0 2,874.30 33,294.15

0 0 0 0 74.10 70.40 71 65.20 701.30 602.60 591.20 288.60 568.50 411.10 295.10 208.70 176 158.50 173.80 156.80 0 0 0 0 1,519.90 1,242.60 1,131.10 719.30 23,507.70 17,782.60 12,137.90 9,834.90

102,873.30 1,519.90 1,242.60 1,131.10 719.30 117.80 106.40 103.20 103.20 94.20 873.29 14.28 12.04 10.96 7.64

Mar ' 08 Income : Operating

Mar ' 07

Mar ' 06

Mar ' 05

Mar ' 04

12,354. 8,303. 5,567. 3,723. 2,970.

Income 41 34 67 86 15 Expenses Financial 4,887.1 3,179. 1,929. 1,315. 1,211. Expenses 2 45 50 Personnel 1,301.3 776.86 486.82 Expenses 5 Selling 114.73 74.88 80.85 Expenses Adminstrat 2,247.4 1,519. 1,424. ive 8 32 59 Expenses Expenses 0.00 0.00 0.00 Capitalised Operating 8,550.6 5,550. 3,921. Expenditur 8 51 76 e Operating 3,803.7 2,752. 1,645. Profit Other Recurring Income Adjusted 3 43.04 83 91 56 05 276.6 204.0 7 54.95 785.9 3 0.00 9 37.06 621.4 1 0.00

2,433. 2,073. 11 61

1,290. 896.5 75 20.76 4 59.26

102.96 31.38

3,846.7 2,855. 1,677. 1,311. 955.8 51 0.00 144.0 0 16.70 125.7

PBDIT 7 79 29 Provisions 1,294.6 754.90 0.00 Made 7 Depreciatio 271.72 219.60 178.59 n Other Write 0.00 241.09 245.16 offs Earnigs Before on Equity Dividend Preference 301.27 223.57 172.23 0.00 0.00 0.00 Appropriati 5 12 12

7 2 188.0 93.22 6

3,522.1 2,596. 1,473. 1,070. 865.6 62 3

140.0 7 0.00

100.0 5 0.00

Dividend Tax Retained Earnings


38.00 24.16


12.82 752.7 6

3,169.6 2,334. 1,276. 910.9 8 55 73 1

The reportable primary segments have been identified in accordance with the Accounting Standard on Segment. Reporting (AS-17) issued by the Institute of Chartered Accountants of India (ICAI). The Bank operates in three segments: retail banking, wholesale banking and treasury services. Segments have been identified and reported taking into account, the target customer profile, the nature of products and services, the differing risks and returns, the organization structure and the internal business reporting systems. NOTES: 1. The above results have been approved by the Board at its meeting held on January 11, 2008 2. During the quarter and the nine months ended December 31, 2007, the Bank allotted 774,600 shares and 2,007,000 shares respectively pursuant to the exercise of stock options by certain employees. 3. During the quarter ended December 31, 2007, the bank granted 3586500 stock options under its scheme titled ESOS VIII and 3046800 stock options under its scheme titled ESOS IX to its employees. The grant price of these options is Rs. 994.85, being the closing market price as on the working day immediately preceding the date of grant of options. 4. Other income relates to income from non-fund based banking activities including commission, fees, foreign exchange earnings, earnings from derivative transactions and profit and loss (including revaluation) from investments. 5. Provision for Taxes includes Rs. 375 lacs and Rs. 1200 lacs towards provision for fringe benefit tax (FBT) for the quarter and the nine months ended December 31, 2007, respectively.

6. During the quarter ended December 31, 2006, the Bank raised Rs. 47850 lacs as Upper Tier II capital in the form of subordinated bonds. 7. As on December 31, 2007, the total number of branches (including extension counters) and the ATM network stood at 583 branches and 1471 ATMs respectively. 8. Previous period figures have been regrouped/reclassified wherever necessary to conform to current period's classification. 9. The above results for the quarter and the nine months ended December 31, 2007, have been subjected to a Limited Review by the auditors of the Bank, as per the listing agreements with Bombay Stock Exchange Limited and The National Stock Exchange of India Limited. Share holding pattern Share Holding Pattern as on : Face Value

31/03/2008 10.00 No. Of Shares % Holdin g 23.26

31/12/2007 10.00 No. Of Shares 824430 00 % Holdin g 23.28

30/09/2007 10.00 No. Of Shares 8244300 0 8244300 0 % Holdin g 23.33 23.33

PROMOTER'S HOLDING Indian Promoters Sub Total 824430 00

82443000 23.26

82443000 23.28

NON PROMOTER'S HOLDING Institutional Investors 983611 Mutual Funds and UTI 8 Banks Fin. Inst. and 106612 Insurance 35

2.78 3.01

119859 76 100689 39

3.39 2.84

1452110 1 9509009

4.11 2.69

FII's Sub Total Other Investors Private Corporate Bodies NRI's/OCB's/Foreign Others Government Others Sub Total General Public GRAND TOTAL

917658 68 11226322 1 313891 35 630227 5 609152 7 765955 08 12037844 5 393482 54 35443292 0

25.89 31.67

940876 19 11614253 4 285982 34 601981 1 384134 2 781100 19 11656940 6 389203 80 35407532 0

26.57 32.80

9118818 0 1152182 90 2887767 8 6039388 2638101 7899657 0 1165517 37 3923889 3 3534519 20

25.80 32.60

8.86 1.78 1.72 21.61 33.96 11.10 100.00

8.08 1.70 1.08 22.06 32.92 10.99 100.00

8.17 1.71 0.75 22.35 32.98 11.10 100.00

Capital Structure From Year To Year Class Of Share Equity Share Equity Share Equity Share Equity Authorize Issued d Capital (Crores) 2007 2006 2005 2004 2008 2007 2006 2005 550.00 450.00 450.00 450.00 Capital Paid Up Shares Paid Up Paid Up Face Value 10 10 10 10 Capital (Crores) 354.43 319.39 313.14 309.88

(Crores) (Nos) 35443292 354.43 0 31938960 319.39 8 31314240 313.14 8 309.88 30987530

2003 2002 2001 2000 1999 1995 1994

2004 2003 2002 2001 2000 1999 1995

Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share

450.00 450.00 450.00 300.00 300.00 300.00 300.00

284.79 282.05 281.37 243.60 243.28 200.00 110.00

8 28479171 3 28204571 3 28137461 3 24359626 1 24327826 1 20000000 0 11000000 0

10 10 10 10 10 10 10

284.79 282.05 281.37 243.60 243.28 200.00 110.00

Products & Services.


SAVINGS ACCOUNT 1) Regular savings a/c: An easy-to-operate savings account that allows you to issue cheques, draw Demand Drafts and withdraw cash. Check up on your balances from the comfort of your home or office through NetBanking, PhoneBanking and MobileBanking. Features & benefits Wide network of branches and over thousand ATMs to meet all your banking needs no matter where you are located.

Bank conveniently with facilities like NetBanking and MobileBanking- check your account balance, pay utility bills or stop cheque payment, through SMS.

Never overspend- Shop using your International Debit Card that reflects the actual balance in your savings account.

Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your account.

2) NO FRILLS savings a/c: In an effort to make banking simpler and more accessible for our customers, we have introduced the 'No Frills' Savings Account, which offers you all the basic banking facilities. You can even avail of services like NetBanking, Mobilebanking free of cost.

Features & benefits Access a wide network of branches and over a thousand ATMs across the country to meet all your banking needs. Use the Free Electronic Funds Transfer (EFT) facility to transfer funds from your HDFC Bank account to an account in another Bank at the locations as specified by RBItry to meet all your banking needs. Bank conveniently with facilities like Free NetBanking and MobileBanking. Enjoy Free IVR based PhoneBanking. (Agent assisted calls will be charged*) Get Free Quarterly Account Statements. Access your account through a Free ATM Card.

9 Free Cash withdrawals per Quarter at Branch and HDFC Bank ATMs.

3) Retail Trust a/c: The Retail Trust Account is beneficial for Trusts and Societies as it earns them a higher interest as compared to a conventional Current Account that offers no interest. Features & benefits Avail of Free Outstation Cheque Collection at HDFC Bank locations across the country. Enjoy free DD's payable on HDFC bank locations up to a limit of Rs. 50,000/- per DD, per day. Payable at Par Cheque facility: At a nominal cost, you can avail a PAP cheque book of 25 leaves (Regular non-PAP cheque book come free of cost). Avail of Special discounts on Foreign exchange transactions and Forex rates at most branches across the country. Structured Investment Program: Avail of the facility for investing surplus funds lying in your account into Mutual Funds, RBI Bonds and other financial instruments through any of our branches across the country. 4) SALARY ACCOUNT a) Payroll salary a/c: Features & benefits Nil Interest payout on account balance

Free Payroll Debit Card - (max cash withdrawal at ATMs- Rs 15,000/- and Rs 25,000 at shopping avenues)

BillPay facility at Rs 25/- (plus taxes) per qtr. per Customer ID. Up to 6 free ATM cash withdrawal transactions; thereafter Rs. 30/- per transaction.

Cheque book issuance @ charge of Rs.5 per leaf (only on request and this is not a standard offering )

b) Classic salary a/c: Features & benefits Zero Balance Account Free personalised cheque books. Free ATM Card with a withdrawal limit of up to Rs. 10,000/- per day. Free facilities like Net Banking, Phone Banking and Mobile Banking.

c) Regular salary a/c: Features & benefits No minimum balance required.

Free International Debit card with ATM cash withdrawal limit of up to Rs. 15,000 and Rs. 25,000 (non-cash) at shopping avenues.

Free issuance of Demand Drafts up to Rs. 25,000 per instrument, payable at branches within the HDFC Banking network.

Preferential rates on loan products offered by the bank. Preferential rates on forex transactions.

d) Premium salary a/c: Features & benefits Free International Debit Card and Add-on Debit card for life. Free Personal Insurance Accident cover up to Rs. 2,00,000/- on the Debit card. Free Debit card withdrawals - max cash withdrawal at ATMs- Rs 25,000/- and Rs 50,000 (non-cash) at shopping avenues. Preferential rates for Gold and Silver credit cards. Free Demand Drafts up to Rs. 25,000 per instrument, per instrument payable at branches within the HDFC Banking network. Free BillPay and Insta Alert facility.

e) Defence salary a/c: Features & benefits The Defence Salary Account is a Zero Balance account. Enjoy facilities like NetBanking, PhoneBanking, MobileBanking, BillPay, ATM facility, and inter-branch banking.

Enjoy preferential rates on Loans Against Shares, New Car Loans and Used Car Loans, Consumer Loans and Personal Loans.

F)No Frills salary a/c: Features & benefits Bank conveniently with facilities like Free NetBanking and MobileBanking. Use the Free Electronic Funds Transfer (EFT) facility to transfer funds from your HDFC Bank account to an account in another Bank at the locations as specified by RBI. Enjoy Free IVR based PhoneBanking. (Agent assisted calls will be charged*). Get Free Quarterly Account Statements Access your account through a Free ATM Card. Enjoy free Cash Deposits at Branch/ATM. Free Cash withdrawals per Month at Branch and HDFC Bank ATMs

5)Kids Advantage Account: Features & benefits Automatically increases the balance in your Kids Advantage Account by transferring a fixed sum from your Savings Account every month.

Amounts in excess of Rs. 5,000/- over and above a balance of Rs. 10,000/- gets converted into Fixed Deposits for a specified period in your child's name. Free International Debit Card for your child (above 7 years of age) with a maximum drawing capability of Rs. 2,500/- per day. Free Education Insurance cover of up to Rs. 1,00,000/- for your child with every Kids Advantage Account

6)PENSION SAVING ACCOUNT: Features & benefits The Pension Saving account is a Zero Balance Account. Timely credit of receivables Free International Debit Card. Enjoy facilities such as NetBanking, PhoneBanking, BillPay, ATM facility, intercity and inter-branch banking. Pension Accounts are transferable from one branch/bank to another.

7)FAMILY SAVINGS ACCOUNT: Features & benefits All account holders can operate their account freely without worrying about their minimum balance. Family members with NRI status can also be part of the group. Get 5 Free Cash withdrawal transactions on SBI ATMs per group per month. Upto 2 free DD's/ MC's on HDFC Bank locations per account per month (max. up to Rs. 25,000/- per instrument per day). Free International Debit Card for all account holders till the account is part of the Family group. (NRO Accounts will be issued only ATM cards) Free BillPay & InstaAlerts facility for all account holders till the account is part of the Family Group. Free Standing Instructions for investment into Mutual Funds Free OneView to access all your accounts. Free MobileBanking, NetBanking & PhoneBanking.

Enjoy a Savings account to Savings acount sweep-in to a nominated account (sweep-in to NRE accounts not permitted from resident / NRO accounts).

CURRENT ACCOUNT: 1) Plus Current a/c: In today's fast-paced world, your business regularly requires you to receive and send funds to various cities in the country. HDFC Bank Plus Current Account gives you the power of inter-city banking with a single account and access to more than 220 cities. Features & benefits Free outstation cheque collection (non HDFC Bank location cheques will incur a nominal charge). Free limited NetBanking for checking balances in accounts.Full fledged Net Banking can be availed of after completion of certain formalities. FREE Demand Drafts (without any limit) payable at Mumbai, Delhi, Kolkata, Chennai, Ahmedabad, Bangalore, Hyderabad, Trivandrum, Chandigarh, Bhopal, Nagpur, Jaipur, Bhubaneshwar, Kanpur, Patna & Guwahati. At all other HDFC Bank Branch locations, Demand Drafts will be issued Free up to a total of Rs.50 lacs per month, incremental to be charged @ Rs.0.25 per Rs.1,000, minimum Rs.25/-, maximum Rs.5,000. These drafts are available free only from the Home Branch Free Funds Transfer- Huge savings! You can transfer funds absolutely FREE across all locations, except Dahej, in the HDFC Bank network upto a total value of Rs.100 lakhs per month. any incremental amount above Rs.100 lakhs will be charged @ Rs. 0.50 /Rs.1000. Easy cash deposit and withdrawal. You can avail of the service FREE, at home branch, as per the branch's discretion. At non-home branches within the same city, you can withdraw cash up to Rs.50,000/-, but cash deposits are allowed to

account-holder (self) only, upto Rs.100,000/- per day at a charge of Rs.2/- per Rs.1,000/-. Free Cheque book with "At Par" cheque leaves.

2) Trade Current a/c: In today's changing busines requirements, you need to transfer funds across cities, and time is of the essence. HDFC Bank Trade Current Account gives you the power of inter-city banking with a single account. From special cheques that get treated at par with local ones in any city where we have a branch, to free** collection of outstation cheques (payable at branch locations), to free inter-city funds transfers of up to 25 lakhs, our priority services have become the benchmark for banking efficiency. Features & benefits Convenient Inter-city banking across more than 185 cities Safe & convenient Intra-city banking FREE Funds Transfer. Huge Savings.

3) Premium Current a/c: A Current Account with the benefits of accessing your account from a large network of branches, and through direct access channels - the phone, mobile, Internet and through the ATM. Features & benefits Convenient Inter-city banking across more than 185 cities. FREE ATM Card to access your account from the wide network of HDFC Bank ATMs, across the country. Enjoy facilities like 24-hour PhoneBanking, NetBanking and MobileBanking.

Automatically transfer funds from your Fixed Deposit to your Current Account in times of need FREE Funds Transfer* across all locations in the HDFC Bank network up to a total value of Rs. 10 lacs per month, (except Dahej), any incremental amount above Rs.10 Lacs will be charged @ Rs.1.50 per Rs.1000/-

4)Regular Current a/c: A Current account is ideal for carrying out day-to-day business transactions. With the HDFC Bank Regular Current Account, you can access your account anytime, anywhere. Withdraw and deposit cash, issue and encash cheques, make balanceinquiries or ask for mini statements, and even request for cheque books any time, anywhere.

Features & benefits Enjoy FREE 24-hour PhoneBanking, NetBanking and MobileBanking that helps you check your balance, find out the status of your cheque or stop cheque payment. Sweep-In Account With the Sweep-In Facility you can automatically transfer funds from your Fixed Deposit to your Current Account in times of need. Attractive rates for inter-city/inter-branch transactions Your funds will be transferred at Rs.1.50/- per Rs.1000/-. The minimum charge is Rs. 50/-. You can also deposit or withdraw cash for an additional charge of Rs. 2 per Rs. 1000/(on full amount, if amount is more than Rs. 50,000) at branches other than the branch where you have opened your account 5) Reimbursement Current a/c: No more paperwork, no more receipts to keep track of - a hassle-free account that allows you to deposit the reimbursements you receive from your company on a monthly basis. How to Open a Reimbursement Account

Procure an Account Opening Document (AOD) from HDFC Bank. (If you have just joined, first request your company to open up a Salary Account for you). Mention your Salary Account number and your Debit Card number on the AOD so that your Debit card can be linked to both, your Salary Account as well as your new Reimbursement Account. .Features & benefits Easily distinguish between reimbursements and basic monthly salary. Choose from either your Salary Account or your Reimbursement Account when withdrawing cash from HDFC Bank ATMs. Utilise Net Banking, Phone Banking and Mobile Banking facilities. Receive half-yearly statements of all your reimbursements, thus doing away with filing individual receipts. No need to maintain a minimum balance (Zero Balance Account) Receive a separate cheque book (on request) for your Reimbursement Account

5) RFC-Domestic a/c: How to Open a RFC Domestic Account Choose the currency in which you wish to operate. Open your account with an initial amount as per the following-US Dollar = 250 | Great Britain Pound = 200 | Euro = 250 and maintain an Average Quarterly Balance of the same amount. FIXED ACCOUNT Super saver a/c: Features & benefits It's like two Accounts working in tandem to give you better returns. Choose between a Savings Account or Current Account to link to your Fixed Deposit. Avail an overdraft facility to supplement your household or business needs

Pay back with interest only on the drawn amount, while the remaining Fixed Deposit continues to earn you interest. Flexibility in altering period of deposit, maturity and payment instructions, principal amount and rollover mode. Sweep in a/c: Features & benefits Choose between a Savings Account or Current Account to link to your Fixed Deposit. Earn higher interest on the money till it is swept-in, while the remaining Fixed Deposit continues to earn you interest. Only an exact amount required to make up for the deficit in the Savings account is withdrawn from your Fixed Deposit (units of Re. 1/-) thereby minimising interest loss. Flexibility in altering the period of deposit, maturity and payment instructions, principal amount and rollover mode. DEMAT ACCOUNT: HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8 Lac demat accounts. HDFC Bank Demat services offers you a secure and convenient way to keep track of your securities and investments, over a period of time, without the hassle of handling physical documents that get mutilated or lost in transit. HDFC BANK is Depository particpant both with -National Securities Depositories Limited (NSDL) and Central Depository Services Limited (CDSL). Multiple deposits can be linked to the Savings account.

LOANS PERSONAL LOAN Features & benefits Borrow up to Rs 10,00,000 for any purpose depending on your requirements. Flexible Repayment options, ranging from 12 to 48 months. Repay with easy EMIs. One of the lowest interest rates. Hassle free loans - No guarantor/security/collateral required. Speedy loan approval. Convenience of service at your doorstep. Customer privileges

HOME LOAN Features & benefits Home Loan - We offer home loans for individuals to purchase (fresh / resale) or construct houses. Home loans can be applied for individually or jointly. HDFC finances up to 85% maximum of the cost of the property (Agreement value + Stamp duty + Registration charges). Home Improvement Loan - HIL facilitates internal and external repairs and other structural improvements like painting, waterproofing, plumbing and electric works, tiling and flooring, grills and aluminium windows. HDFC finances up to 85% of the cost of renovation (100% for existing customers). Home Extension Loan - HEL facilitates the extension of an existing dwelling unit. All the terms are the same as applicable to Home Loan. Land Purchase Loan - Be it land for a dream house, or just an investment for the future, HDFC Land Purchase Loan is a convenient loan facility to purchase

land. HDFC finances up to 70% of the cost of the land (Conditions Apply). Repayment of the loan can be done over a maximum period of 10 years. Choose from Fixed Rate or Floating Rate with options to structure your loan as Partly Fixed or Partly Floating. Flexible repayment options to suit your individual needs. Loan cover Term Assurance Plan - HDFC Standard Life Insurance Company Ltd. offers an insurance plan*, which is designed to ensure that life's uncertainties do not affect your family's interests and your precious home. LCTAP provides a lump-sum payment on the unfortunate demise of the life assured. NEW CAR LOAN Features & benefits Covers the widest range of cars and multi-utility vehicles in India. Avail 100% finance on your favourite car Flexible repayment options, ranging from 12 to 84 months. Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your annual income (for self employed professionals). Speedy processing - within 48 hours Repay with easy EMIs. Attractive car loan plans - To Fastrack your loan, just choose the plan that is right for you. Attractive Interest rates

USED CAR LOANS Features & benefits Choose any car manufactured in India within a certain age. Borrow up to 80% of the value of the car Flexible repayment options, ranging from 12 to 60 months.

Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your annual income (for self employed professionals). Available for almost all car models at attractive interest rates. Repay with easy EMIs. Attractive car loan plans - To Fastrack your loan, just choose the plan that is right for you. Additional loan on existing loan - If you are a existing HDFC Bank Auto loan customer with a clear track record of 12 months or more, then you can get an additional loan to the extent of your existing loan amount at attractive rate of interest.

TWO WHEELER LOAN 100 CC?180 CC?Or maybe a 500 CC? Whichever the bike, our Two Wheeler loan is the answer. With quick approvals, flexible payment options and easy repayment. Features & benefits Flexible repayment options, ranging from 12 to 48 months available even at the point of purchase Repay through post-dated cheques with easy EMIs. Calculate your EMI Hassle free loans - No guarantor required. Speedy loan approval. Available for almost all models at attractive interest rates

OVERDRAFT AGAINST CAR Need extra cash? Want a lower rate of interest than a personal loan? Have a car to yourname? With HDFC Bank's Overdraft Against Car, one can get an overdraft against car and utilise the money for personal or business needs. Features & benefits

Overdrafts available on cars hypothecated with the bank and up to 9 years old. Loans ranging from Rs. 50,000 to Rs. 7 lacs depending on your needs. Borrow up to 90% of the value of the car

EXPRESS LOAN House repairs? School admission? Sister's wedding? HDFC Banks now offer

Express Loans to help fulfill all these needs. The procedure is simple, documentation is minimal and approval is quick. Features & benefits Borrow from Rs. 10,000/- to 75,000/- for any purpose depending on your needs. Flexible repayment options, ranging from 12 to 36 months. Repay with easy EMIs. One of the lowest interest rates in the market.

LOAN AGAINST SECURITIES With HDFC Bank's Loan against Securities, one can get an overdraft against securities like Equity Shares, Mutual Fund Units, GOI Relief Bonds, LIC Policies, NSC, KVP, UTI Bonds (6.60% ARS & US64 Bonds) and Gold Deposit Certificates, while still retaining ownership. And the best part is that one can continue to enjoy all shareholder benefits such as rights, dividends and bonuses. Features & benefits Overdraft facility can be availed against pledge of: Equity Shares* - Demat Shares up to 50% of the value.

Mutual Fund units* - Mutual Funds up to 50% of NAV (Net Asset Value). See approved Mutual Fund Schemes. GOI Relief Bonds LIC Policies

LOAN AGAINST PROPERTY HDFC Bank brings to you Loan Against Property (LAP). one can now take a loan against residential or commercial property, to expand his/her business, plan a dream wedding, fund child's education and much more. Loan to purchase Commercial Property (LCP) is a specially designed product to help you expand your business without reducing the capital from your business. Features & benefits Loans from Rs. 2 Lacs onwards depending on your needs Borrow up to 60% of market value of the property Flexibility to choose between an EMI based loan or an Overdraft - We also offer to you overdraft against your self-occupied residential or commercial property and you save money by paying interest only on the amount utilized. High tenure loans for ease of repayment. Attractive interest rates.

COMMERCIAL VEHICLE FINANCE Truck? Tempo? or a Tipper? If at the most attractive rates in India. WORKING CAPITAL FINANCE HDFC a bank with substantial appetite for recognised credits., they have a team of customer-driven relationship managers with wide industry experience in various segments. HDFC provide working capital finance by way of cash credit or loans suitably structured for the transporter to fund day-to-day operations like fuel, tyre replacement, repairs, salary, maintenance, etc. some one is looking for finance to buy commercial

vehicle. We offer hassle-free Commercial Vehicle Loan with the best terms for funding

CONSTRUCTION EQUIPMENT FINANCE Forklifts?WheelLoaders?Excavators? If some one is looking for finance to buy construction equipment. HDFC bank offers hassle-free Construction Equipment Loan with the best terms for funding at the most attractive rates in India. CARDS CREDIT CARDS: Besides arming one with unmatched spending power, HDFC Banks Credit Cards are designed to meet ones unique needs. INTERNATIONAL SILVER CREDIT CARD Rewards points, Insurance to suit ones needs! Loyalty does definitely reap rewards with HDFC Bank with lower interest rates and privilege pricing on our products. Features & benefits Add on cards Get up to 3 supplementary cards for your spouse, parents, siblings (own brother/sister), son and/or daughter (over 18 years) and allow them to enjoy the many benefits of a HDFC Bank International Silver Credit Card. Zero liability on lost card Report your credit card loss immediately to our executives at our 24-hour call centers. After reporting to us, you carry zero liability on any fraudulent transactions on your card. Widely accepted Accepted at over 110,000 merchant establishments across India and Nepal and close to 18 million merchant establishments around the world. GOLD CREDIT CARD

Features & benefits Upto5%cashbackonairticketing Get a whopping 5% cash back on any domestic air ticket purchased with HDFC Bank Gold Credit Card directly from the Airline Company's website, for transactions above Rs 10000. For transactions up to Rs 10000, get 2.5% cashback. 5% cashback on train ticketing Get 5% cashback on railway tickets purchased with your HDFC Bank Gold Credit Card at the Indian Railway. Discounts on hotel tariff A whopping 50% discount on hotel stays across India and abroad, through complimentary Silver Benefit membership to the International Business Traveller's Club. You are also eligible for up to 50% discounts for car rentals from Hertz-Rent-aCar, through the IBTC membership. Insurance benefits HDFC Banks provide air accident cover of Rs.25 lakhs, rail/road accident cover of Rs 3 lakhs and accidental hospitalisation cover of Rs 50,000 absolutely free on the card. Greater reward points With the HDFC Bank Gold Credit Card you earn 2 reward points for every Rs. 100 spent on the card. Revolving credit facility Pay a minimum amount, which is 5% (subject to a minimum amount of Rs.200) of your total bill amount or any higher amount whichever is convenient and carry forward the balance to a better financial month. For this facility you pay a nominal charge of just 2.95% per month (35.4% annually) (2.85% per month 34.2% annually for HDFC Bank Account Holders).

TITANIUM CREDIT CARD The HDFC Bank Titanium Credit Card is quite simply the most exclusive Credit card you could ask for. Find out all it can do for you. And you'll never be satisfied with anything less. Features & benefits Discounts o n hotel tariff Enjoy a flat 50% discounts on 150 hotels in India and 1500 hotels worldwide, with the complimentary membership to International Business Travellers' Club. Conversion of reward points to airmiles You can redeem your accumulated reward points for airmiles on India's top airlines Jet Airways, Indian, Air Sahara & Kingfisher Airlines. Lowest ever interest rates If you choose to use the Revolving Credit Facility,you would pay the lowest-ever interest rate of 1.95% per month. This would translate to ample flexibility in terms of financial planning at your convenience. Zero petrol surcharge Earn while you spend on your fuel !!! As a HDFC Bank Titanium Card customer, you enjoy not only a full waiver of the fuel surcharge that would be normally applicable otherwise, you also get the benefit of earning reward points on these spends. Lost card liability In case you lose your card, intimate us immediately. If any fraudulent transactions happen after you have intimated to us, you are fully absolved of any liability on those transactions up to Rs. 2.00 lacs.

Interest free credit facility Your Card now gets you the highest Free Credit Period of upto 55 days from the date of purchase (subject to the submission of the charge by the Merchant).

VALUE PLUS CREDIT CARD It's power packed with a host of unmatched features that provides your family with true Value and savings. No wonder we call it the HDFC Bank International Value Plus Credit Card.Like the name suggests, the Value Plus Credit Card brings you added value unlike any other card. It is a Guaranteed Cash Back card which enables you to earn up to 5% Cash Back on your spends. Features & benefits Children Future Secured The happiness and the well-being of your children is your most important responsibility. HDFC Bank values your commitment and has designed a comprehensive insurance package of Rs. 1 Lakh enabling your children to continue their education in the unfortunate event of loss of your life due to accident. Household Insurance HDFC Bank Value Plus Credit Card also comes with a comprehensive House Hold Insurance Policy that covers damage caused to household contents by fire and burglary up to a value of Rs 1 Lakh. Worldwide acceptance The HDFC Bank International Value Plus Credit Card is accepted at over 23 million Merchant Establishments around the world, including 110,000 Merchant Establishments in India. Cash Advance Just step into any one of our ATMs or VISA Member ATMs and withdraw cash up to 30% of your credit limit at a very nominal charge.

Accidental Death In case of death in an air accident your nominated next of kin will receive a compensation of Rs.2,00,000. And in case of death in a rail or road accident, your nominated next of kin will receive a compensation of Rs.1,00,000. HEALTH PLUS CREDIT CARD Imagine a Credit Card that takes care of your financial health as well as your family's health and fitness. This is not just a card but a guarantee of a healthy and secure future. Features & benefits Cashless Mediclaim This card comes with a free cashless mediclaim cover of Rs.50,000 plus a critical illness cover of Rs.1.5 lakhs. The critical illness cover includes open heart surgery, cancer, kidney failure and vascular stroke. You can avail cashless mediclaim facility at any of more than 3000 networked hospitals of the Third Party Administrator (TPA) across the country. Extra protection for your family-Add-on FloatCover You have the option of extending the Rs.50,000 mediclaim plus the critical illness cover of Rs.1.5 lakhs cover to the add-on cardholders, be it your spouse, children, brothers or sisters. What's more, the add-on cardholders can also avail the discounts at participating hospitals. Protection through insurance The HDFC Bank Health Plus International Credit Card offers you a comprehensive insurance package at no additional cost. In case of death in an air accident, the nominated kin will receive a compensation of Rs.10 lakhs. In the case of a rail or road accident the nominated kin will receive a compensation of Rs.2 lakhs.

Cash Advance Just step into any one of our ATMs or any ATM displaying MasterCard logo or Maestro Cirrus logo and withdraw cash up to 30% of your credit limit at a very nominal charge (Please refer to the Schedule of charges). Third Party Administrator(TPA) The TPA is an intermediatery between the hospital, the Insurer and the cardmember. Under the TPA system, the mediclaim policyholders need not pay the medical bills upfront. Instead the settlement is to be done between the hospital and the TPA. For the customer, medical expenditure becomes a cashless transaction. For the HDFC Bank Health Plus International Credit Card, the insurer United India Insurance company (UIIC) has appointed Family Health Plan Limited (FHPL) as the TPA.

DEBIT CARDS What if you could carry your bank account with you? HDFC Bank Debit Cards give you complete and instant access to the money in your accounts without the risk or hassle of carrying cash. Choose from: 1) Classic Cards (Easy shop International Debit Card)

1) Specialised Cards(Easy shop Womans Advantage Debit Card) 2) Premium Cards(Easy shop Gold Debit Card)

Easy shop International Debit Card Features & benefits

Daily Limits: Rs. 15000 at ATMs for Withdrawal and Rs. 25000 at merchant establishments for shopping.

Access your bank account at over 8,00,000 Visa/Maestro/Cirrus ATMs in India and abroad.

Shop at more than 3,50,000 outlets in India and 13 million worldwide. The amount is debited directly to your account.

Use your card overseas. Your account is debited in Rupees regardless of the currency in which you spend.

Worldwide assistance from Visa and MasterCard on your card.

Easy shop Womans Advantage Debit Card

HDFC Bank Easy Shop Woman's Advantage Debit Card is India's first Woman's Debit Card of its kind. Not only does it replace your ATM card, it also opens a world of privileges that match your status and lifestyle.

Features & benefits Cash Back of Re. 1 for every Rs. 200 spent: For every Rs. 200 that you will spend , you will receive Re. 1 as cash back .This cash back is valid on all purchases made through the card, at all times of the year. Specialised Services: A unique service number will be available for Woman's Debit Card customers to avail information / booking for the services listed ahead. Just call, quote your card number and use any of the services. Entertainment assistance :

Dining Referral and Reservation Assistance Flower & Gift Delivery Movie Tickets Home assistance: Financial Planning & Advisory Services Assistance Electrical & Electronic Gadget Repair Assistance Pest Control Assistance Home Cleaning Assistance Wellness : Medical Check Up Packages Nursing Care Arrangement

Easy shop Gold Debit Card HDFC Bank EasyShop Gold Debit Card not only replaces your ATM / Regular Debit Card, it also opens a world of privileges that match your status and lifestyle. Features & benefits Daily Limits: Rs. 25000 at ATMs for Withdrawal and Rs. 50000 at merchant establishments for shopping. Cash Back: For every Rs. 100 that you will spend, you will receive Re. 1 as cash back. This cash back is valid on all purchases made through the card, at all times of the year!!! 0 % petrol surcharge at select Petrol pumps*: As a Gold Card holder, any petrol surcharge levied on your Card at any petrol pump in India will be reversed in the subsequent month.

Insurance cover*: The following are included in the insurance covers: Death Cover by Air / Road - Sum assured Rs. 5,00,000 Fire & Burglary for the items purchased under Debit Card (upto 6 months) - Sum assured Rs. 50,000 Loss of Baggage Insurance - Sum assured Rs. 20,000. PREPAID CARDS ForexPlus Card HDFC Bank brings you the ForexPlus Travel Card - a pre-paid traveller's card designed to give you a secure and hassle-free travel experience. No more chasing moneychangers. Or paying transaction charges for shopping abroad. The ForexPlus Travel Card is ideal for travelers since it can be blocked if stolen and reloaded, while you are still abroad! In fact, it is the perfect answer to all your foreign exchange needs. The ForexPlus Travel Card is: Accepted at over 13 million Visa Merchants worldwide Can be used to withdraw cash at 24 hour VISA ATMs anywhere in the world. Reloadable anytime, anyplace. Available in US Dollar, Euro and GBP Currencies. Comes with a Personal Accident Insurance Covers of Rs 2 lacs Includes Loss of Baggage & Passport reconstruction insurance cover

GiftPlus Card The card has been packaged to suit any gifting occasion and is available for any denomination of your choice. It gives gifting the personal touch that we all desire and also gives the beneficiary the freedom to choose the way they want to use it! Features & benefits

More personal than cash Most often than not, we run short of time or ideas to gift - we then make do with gifting cash! This card with has gone behind the gift. its occasion-based packaging is more personal than cash, as it reflects the thought and effort that

Freedom of choice While the card is more personal than cash, it also allows the cardholder (the beneficiary ) the freedom to choose their own gift. Shop , dine, party - the cardholder can use the card just the way he/she wants. This is the freedom this card gifts the user.

Ease of usage Giftplus card is a Visa card and can hence be used at any Visa affiliated merchant outlet , both in India and abroad. This gives worldwide usage access to over more then 13 million merchant establishments.

INVESTMENTS & INSURANCE HDFC Bank ensures your money is not just in safe hands; it also works to their advantage. It helps them to invest wisely through its financial and investment services.

Mutual funds Mutual funds are funds that pool the money of several investors to invest in equity or debt markets. Mutual Funds could be Equity funds , Debt funds or balanced funds. Funds are selected on quantitative parameters like volatality, FAMA Model, risk adjusted returns, rolling return coupled with a qualitative analysis of fund performance and investment styles through regular interactions / due diligence processes with fund managers. Advantages of investing into a Mutual Fund

A large part of the success of mutual funds is also the advantages they offer in terms of diversification, professional management and liquidity. Flexibilty - Mutual Fund investments also offers you a lot of flexibility with features such as systematic investment plans, systematic withdrawal plans & dividend reinvestment. Affordability - They are available in units so this makes it very affordable. Because of the large corpus, even a small investor can benefit from its investment strategy. Liquidity - In open ended schemes, you have the option of withdrawing or redeeming your money at any point of time at the current NAV. Diversification - Risk is lowered with Mutual Funds as they invest across different industries & stocks. Professional Management - Expert Fund Managers of the Mutual Fund analyse all options based on experience & research. Insurance HDFC Bank offers a world of choice in insurance. one can now avail of Life - Insurance plans from HDFC Standard Life Insurance. Life Insurance Unit Linked Insurance Plans For your child: Give your children a head start by growing your savings. Invest in HDFC Unit Linked Young Star that gives double benefit. For retirement Earn a pension for life by maximizing your returns. Invest in HDFC Unit Linked Pension. For the long-term

Invest in a savings plan with a long-term horizon and get life cover too. Invest in HDFC Unit Linked Endowment. Conventional Insurance Plans To realize your child's goals Make your child's dreams come true by investing in a plan that fetches a lump sum amount at maturity. Invest in HDFC Children's Plan. For a long-term horizon Invest in HDFC Savings Assurance Plan which is a pure investment product having tax sops of an insurance product.

For cash flow Get cash lump sums at regular intervals to meet your financial needs. Invest in HDFC Money Back Plan. Term Assurance Plan For life cover Secure the future of your loved ones by providing for their financial security. Buy HDFC Term Assurance Plan .

Financial Planning The Financial Planning service is offered as an option to long term investors. The portfolio is advised on in a passive investment style with the asset category as mutual funds. The planner is suitable for investors who wish to take a asset allocation based, long term investment outlook, ignoring the short term volatalities of financial markets. Financial Planning takes into account: Desired asset allocation, risk profile and return expectations Building cash flows correlating all expenses and income. Inflation and

outflows due to loans are considering in building the financial plan Future goals like retirement, housing and children's education / marriage or other needs

Equities & Derivatives In financial markets, the only constant thing is change. At such times, HDFC Securities offers you a unique gamut of services designed to put you in charge of your finances and lets you trade in the comfort of your home or office. Finally, you can trade with complete ease. The HDFC Securities trading account has a unique 3-in-1 feature that integrates your HDFC Securities trading account with your existing HDFC bank savings account and existing Demat account. At your instructions, funds / shares can be seamlessly moved from your linked Demat/Bank account to execute your transactions.

Mudra Gold Bar HDFC Bank presents Mudra, an offering worth its weight in gold. Mudra is a 24 Karat, 99.99% pure gold bar that you can purchase for investment or gifting. Gold continues to be one asset that appreciates steadily. HDFC Bank now offers Pure Gold bars imported from Switzerland with an Assay certification, signifying the highest level of purity as per international standards. Pure and Reliable Mudra is great value for money. These 24 K Gold Bars are made in Switzerland and come with an Assay certification, signifying the highest level of purity as per international standards. Convenience

Mudra Gold Bars are currently available in 5 g, 10 g* and 50 g* weight. The Gold Bars are presented in tamper-proof certicard packs. Price Mudra Gold Bars are competitively priced based on the daily prices in the international bullion market. The price is inclusive of customs duty and other charges involved in the retailing of gold bars.

FOREX AND TRADE SERVICES If one needs to deal in foreign currency and keep tabs on exchange rates every now and then, transfer monies to India, make payments etc., HDFC Bank has a range of products and services that you can choose from to transact smoothly, efficiently and in a timely manner. Foreign Exchange and Trade Services The following are different methods of transacting in Foreign Exchange and remitting money.

Travellers Cheques Foreign Currency Cash Foreign Currency Drafts Cheque Deposits Remittances Cash to Master Trade Services Forex Services Branch Locator

PAYMENT SERVICES With HDFC Bank's payment services, one can bid goodbye to queues and paper work. Our range of payment options make it easy for you to pay for a variety of utilities and services. NetSafe: Now shop online without revealing your HDFC Bank Credit Card number. BillPay: Pay your telephone, electricity and mobile phone bills at your convenience. Through the Internet, ATMs, your mobile phone and telephone - with BillPay, our comprehensive bill payments solution. InstaPay: Pay your bills, make donations and subscribe to magazines without going through the hassles of any registration. DirectPay: Shop or Pay bills online without cash or card. Debit your account directly with our DirectPay service! Visa Money Transfer: Transfer funds to any Visa Card (debit or credit) within India at your own convenience through HDFC Bank's NetBanking facility. e-Monies National Electronic Funds Transfer: Transfer funds from your account to other Bank accounts across India - FREE of cost! Online Payment of Excise & Service Tax: Make your Excise and Service Tax payments at your own convenience through HDFC Bank's NetBanking facility. PRIVATE BANKING HDFC Bank offers Private Banking services to high net worth individuals and institutions. Our team of seasoned financial and investment professionals provide objective guidance backed by thorough research and in-depth analysis keeping in mind your financial goals.Multiple Recognition from Euromoney: At HDFC Bank, we have always strived towards providing exceptional service to each of our esteemed customers. As testament to this dedication, we have earned the following ranks in a recently conducted Euromoney Survey. Rated as the Best Private Bank in the Super Affluent Category in India. NRI BANKING NRO FIXED DEPOSIT

Features & Benefits Open the deposit jointly with a Resident Indian. Avail of a loan on upto 75% of your deposit. Repatriate the interest on your deposit Interest credited at least every three months Nomination Facility available Your NRO Deposit is held in clusters of Re.1, thus allowing you to encash part of the deposit amount, making it possible for you to withdraw part of the deposit before the maturity date, while the balance continues to earn interest at the contract rate. Initial Fixed Deposit: Rs. 25,000/Add-on Fixed Deposits: Rs. 10,000/-

Cluster Deposit:

NRE FIXED DEPOSITS Features & Benefits Open the deposit jointly with any other NRI Avail of a loan of upto 75% of your deposit Repatriate your complete deposit (principal and interest) at any time. The entire deposit (principal and interest) is exempt from tax.

WHOLESALE BANKING CORPORATES Corporate Banking reflects HDFC Bank's strengths in providing our corporate clients in India, a wide array of commercial, transactional and electronic banking products. We achieve this through innovative product development and a well-integrated approach to relationship management. LARGE CORPORATES

We offer blue chip companies in the India, a full range of client-focused corporate banking services, including working capital finance, trade and transactional services, foreign exchange and cash management, to name a few. The product offerings are suitably structured taking into account a client's risk profile and specific needs. Based on our superior product delivery, industry benchmark service levels and strong customer orientation, we have made significant inroads into the formal banking consortia of a number of Indian companies including multinationals, domestic business houses and prime public sector companies. Funded Services Working Capital Finance Bill Discounting Export Credit Non Funded Services Letter of Credit Collection of Documents Value Added Services Syndication Services Real Time Gross Settlement Cash Management Services Channel Financing Vendor Financing Corporate Salary Accounts Reimbursement Account Forex Desk Money Market Desk Derivatives Desk Employees Trusts Cash Surplus Corporates Tax Collection Bankers to Right/Public Issue Bank Guarantees Short Term Finance Structured Finance Term Lending

Internet Banking Supply Chain Management Payment Gateway Services Corporate Internet Banking

Supply Chain Partners At HDFC Bank we create Supply Chain Finance solutions that enable our clients to automate supply chain management resulting in operational efficiency and supply chain gains. Our vast array of services and supply chain solutions help in seamless transfer of funds, faster delivery of goods and reduction of processing costs. And all this from our website or our revolutionary ENet service

Agricultural Lending Everyone who is involved in agricultural industry knows that the business is not usual. Each agribusiness faces different challenges and has unique needs. From the fluctuating cash flows to the unpredictability of the weather, managing a successful agribusiness requires a distinctive approach.That's why the HDFC Bank has solutions that are chiefly dedicated to agribusiness.

Small & Medium Enterprises At HDFC Bank we understand how much of hard work goes into establishing a successful SME. We also understand that your business is anything but "small" and as demanding as ever. And as your business expands and enters new territories and markets, you need to keep pace with the growing requests that come in, which may lead to purchasing new, or updating existing plant and equipment, or employing new staff to cope with the demand. That's why we at HDFC Bank have assembled products, services, resources and expert advice to help ensure that your business excels. Our solutions are designed to meet your varying needs. The following links will help you identify your individual needs.

Funded Services Funded Services from HDFC Bank are meant to directly bolster the day-to-day working of a small and a medium business enterprise. From working capital finance to credit

substitutes; from export credit to construction equipment loan - we cater to virtually every business requirement of an SME. Non-Funded Services Under Non-Funded services HDFC Bank offers solutions that act as a catalyst to propel your business. Imagine a situation where you have a letter of credit and need finance against the same or you have a tender and you need to equip yourself with a guarantee in order to go ahead. This is exactly where we can help you so that you don't face any roadblocks when it comes to your business.

Specialised Services HDFC Bank is one of the most trusted entities when it comes to specialised services like selling of precious metals to customers. Under specialised services you can also avail customised control of your value chain through our internet banking platform. Value Added Services There is a plethora of services that we offer under value added services. There's corporate salary account which ensures smooth payment methods to your staff. You can avail an assortment of credit cards and debit cards from our merchant services. Internet Banking Internet banking is a revolutionary service under the banking sector and HDFC Bank is a forerunner in providing you with this service. We provide state-of-the-art payment gateway services to industries and companies in order to ease transaction processing. This in turn enhances the credibility of your business and makes banking extremely cost-efficient. Financial Institutions & Trusts HDFC Bank provides correspondent bank services to Co-operative Banks, Private Banks, Foreign Banks & RRB's. Banks can leverage HDFC banks branch network , technology and product capability. We have a wide range of products engineered to suit the needs of the banking sector this is backed up by a dedicated Relationship Management Team and dedicated servicing department. Institutions need a bank that uses its financial skills to streamline performance and build business. Therefore we at

HDFC Bank focus on responding to the unique environments of each and every client, configuring our core capabilities to satisfy those needs within locations or sectors. Government Sector HDFC Bank acts as an active medium between the government and the customers by means of various services. These services include: Tax Collection wherein customers can directly pay their taxes like Direct taxes, Indirect taxes and Sales Tax collections at their local HDFC Bank. E-Ticketing - Helps the customer by providing him a direct access to book a Railway Ticket online and get it home delivered. Opening of L/C's is done by the bank on behalf of Government of India, Mints and Presses, thus facilitating imports for the Government. Collection of levies and taxes on behalf of Municipal Corporations i.e. Kalyan -Dombivli Municipal Corporation, is undertaken by the Bank. Disbursement of Pension to retired Employees of Central Govt and Defence is directly done by HDFC Bank along with the disbursement of pension to the members of EPFO (Employees Provident Fund Organization). Electronic Collection of fees on behalf of DGFT is done by the bank too.

Research Methodology.

Titel of Study Organization Place Project Title HDFC BANK Bikaner Customer Perception towards the Products & Comparative Analysis


22nd june to 10th August

OBJECTIVE OF THE STUDY Primary objective: To study the perception of customers about HDFC Bank via intra products comparison & How HDFC Bank differentiates its products and services. Secondary objective:

1. To do a comparative study of various attributes of HDFC Bank products and services. 2. To study the loop holes if any of HDFC BANK. TYPE OR RESEARCH METHODOLOGY

In this project descriptive research is used

Descriptive research, also known as statistical research, describes data and characteristics about the population or phenomenon being studied. Descriptive research answers the questions who,what, where, when and how... Although the data description is factual, accurate and systematic, the research cannot describe what caused a situation. Thus, Descriptive research cannot be used to create a causal relationship, where one variable affects another. In other words, descriptive research can be said to have a low requirement for internal validity. The description is used for frequencies, averages and other statistical calculations. Often the best approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative research often has the aim of description and researchers may follow-up with examinations of why the observations exist and what the implications of the findings are. In short descriptive research deals with everything that can be counted and studied. But there are always restrictions to that. Your research must have an impact to the lives of the people around you. For example, finding the most frequent disease that affects the children of a town. The reader of the research will know what to do to prevent that disease thus, more people will live a healthy life.

I) Research Design: Definition "A research design is the arrangement of condition for collection and analysis of data in a manner that to combine relevance to research purpose with economy in procedure. The research design helps the researcher organize his ideas in a form whereby it will be possible for him/her to look for flaws and inadequacies. .

II) Sources of Primary and Secondary Data One major aim of this project was to analyze the competition on retail banking market with respect to HDFC and their products & offerings. Therefore I had to gain knowledge about the different products of its products and their various functionalities with respect to HDFC Bank and how the other nabks are doing well in the same aspect. In order to accumulate this knowledge. I had to go through a lot of secondary data namely ( Indian banking System) HDFC Banks' Annual Report and products & services of HDFC bank collected from internet. The only way this project could have been done was' by collecting primary data from the common man For this purpose a detailed structured questionnaire was made and tested before being put to use. Iii) Sampling Design a) Target Segment: - Those customers who are the users of HDFC Bank especially corporates. b) Time boundary: 2nd May 2008 to 30th June 2008.As these people can be met only at offices, Banks, ATMs and shopping complex during bank working hours, I took their interviews from 10. 00 AM to 6. 00 PM .on weekdays. C) Characteristics: - To know the perception of customers for using HDFC Bank products & services d) Environmental condition: Feasible in all possible economic scenarios. e) Tools & Techniques: - SPSS package & Excel Sheet. f) Who should be interviewed: -Major concern was to interview the right person, at the right time and the right place. g) Demographics of Respondents:Age Occupations Sex Marital Status : : : : (20-50+) years Student or business or service or others Male or Female Married or Single

V). Sampling method Sample size 101

LIM1TATIONS OF THE RESEARCH Survey was only conducted in BIKANER Only 101 questionnaires were filled in different age and occupation groups due to time constraint. Combining question 1 and 2 it becomes obvious that most people are satisfied about the SB/CA /Sal A/C of HDFC. The interpretation doesnt reveal the satisfaction of other products. Since 70% of my sample are Sal A/C holders so its wrong to conclude that very few people use FD, Mutual Fund, Dmat. Since my study did not include the income of the people I was not able to categorize the use of the product with the income group and study if any correlation existed



FINDINGS: Question no 1: How long have you been using a product of HDFC?

Output Statistics
N Mean Median Mode Std. Deviation Valid Missing 99 2 3.17 2.00 1 2.511

Frequen cy Valid <6 months 1 2 3 4 5 6 7 8 9 Total System 7 26 17 14 10 5 7 4 4 5 99 2

Percent 6.9 25.7 16.8 13.9 9.9 5.0 6.9 4.0 4.0 5.0 98.0 2.0

Valid Percent 7.1 26.3 17.2 14.1 10.1 5.1 7.1 4.0 4.0 5.1 100.0

Cumulative Percent 7.1 33.3 50.5 64.6 74.7 79.8 86.9 90.9 94.9 100.0

Missin g

2 . 7.07% 0 2 %

5.05 % 4

7.07% 26.26% 5.05%

< 6 months 1 2 3 4 5 6 7 8 9 Missing


17.17% 14.14%

The above table shows that from the sample, the maximum number of respondents have started using HDFC bank from 1 4 years. Having a total percentage of 67.67%.This means that from last four years HDFC is growing and it has become more familiar to the public in private sector banking .But if you closely look at the piechart you can see the majority of the sample hold an account with HDFC only for an year.

Question no 2: Tick the most widely used product by you among the following.



Dmat FD Mutual fund Credit cards SB/CA Loans Total System

Frequency 8 4 8 19 57 4 100 1 101

Percent 7.9 4.0 7.9 18.8 56.4 4.0 99.0 1.0 100.0

Valid Percent 8.0 4.0 8.0 19.0 57.0 4.0 100.0

Cumulative Percent 8.0 12.0 20.0 39.0 96.0 100.0

Missing Total

Dmat FD Mutual Funds Credit Cards SB/CA/Sal Loans

1 2 3 4 5 6

N Mean Median Mode Std. Deviation

Valid Missing

100 1 4.25 5.00 5 1.282









8 4

8 8


0 0 2 4 6

Mean =4.25 Std. Dev. =1.282 N =100

Tick the most widely used product by you among the following

According to the data collected, on which the mean/median / std deviation analysis was run using the SPSS tool , the median tends to indicate that the most widely used product in the sample size is SB/CA/Sal a/c . This is indicated in the mean/median table and the histogram .this being an ordinal scale median is the best measure.(refer to the histogram above) Here we can also check how gender influences the choice of a product using the SPSS tool-Compare means.

Tick the most widely used product by you among the following Sex Male Female Total Mean 4.25 4.37 4.27 N 80 19 99 Std. Deviation 1.307 1.116 1.268 Median 5.00 5.00 5.00 Skewness -1.456 -1.641 -1.480

From the above table it can be inferred that the score of the two means are approximately similar so gender does not quite influence the choice of the product. Though if you closely look at the distribution of the male and female sample collected you can see a considerable difference in the number but even that does not effect to the choice of the products made. We can also look at it from a different perspective, which is the ANOVA(Analysis of variance) H0: There is no significant difference between the two genders in choosing the product. Against H1: There is a significant difference between the two genders in choosing the product.

Sum of Squares Tick the most widely used product by you among the following * Sex Between Groups Within Groups Total (Combined) .215 157.421 157.636 df 1 97 98 Mean Square .215 1.623 F .133 Sig. .716

Here we can conclude that the significance value is considerably more than (0.05) which says that we can accept H0(null hypothesis). Hence, there is no influence of gender in the choice of the product. Question no 3: Comparing other bank products the products of HDFC

N Mean Median Mode Std. Deviation Skewness Std. Error of Skewness Valid Missing 100 1 1.16 1.00 1 .707 -1.640 .241


Strongly dissatisfactory Dissatisfactory Satisfactory Strongly satisfactory Total System

Frequency 1 4 68 27 100 1 101

Percent 1.0 4.0 67.3 26.7 99.0 1.0 100.0

Valid Percent 1.0 4.0 68.0 27.0 100.0

Cumulative Percent 1.0 5.0 73.0 100.0

Missing Total

Comparing other bank products, the produtcs of HDFC

1 . 0 0 %

4.0 0%

strongly dissatisfactory dissatisfactory satisfactory strongly satisfactory Missing



Mean is almost equal to Median (1=1.16) here in the Q3.So we can conclude by saying the that most of the customers of HDFC bank are satisfied with the products. Question no 4: The service of which among the following products do you prefer in HDFC


N Mean Median

Valid Missing

98 3 4.14 5.00

Mode Std. Deviation Skewness Std. Error of Skewness

5 1.308 -.749 .244


Dmat FD Mutual Funds Credit Card SB/CA Loans Total System

Frequency 3 14 8 23 41 9 98 3 101

Percent 3.0 13.9 7.9 22.8 40.6 8.9 97.0 3.0 100.0

Valid Percent 3.1 14.3 8.2 23.5 41.8 9.2 100.0

Cumulative Percent 3.1 17.3 25.5 49.0 90.8 100.0

Missing Total




Dmat 1 FD 40 2 Mutual Funds 3 Credit Cards 4 30 SB/CA/Sal 5 Loans 6



0 0 2 4 6

Mean =4.14 Std. Dev. =1.308 N =98

The service of which am ong the following products do you prefer in hdfc

The analysis pertaining to Q4 , where in the mean = 4.14 and median = 5 , reveals that credit cards and SB/CA/Sal A/C are clearly preferred in HDFC . Also it means to suggest that the penetration of HDFC in this segment in much higher in the market . The data also suggests that the most SB/CA/Sal A/C users of HDFC bank prefer the same banks Credit Card . This also can be seen the HDFC has been successful in penetrating across the requirements of its customers instead of loosing some of its services to competitors . Question no 5: Basing on what parameters do you choose a product

Descriptive Statistics
N Basing on what parameters do you choose a product Valid N (listwise) 99 99 Minimum 1 Maximum 6 Mean 2.39 Std. Deviation 1.743

N Mean Median Mode Std. Deviation Skewness Std. Error of Skewness Valid Missing 98 3 4.14 5.00 5 1.308 -.749 .244


Dmat FD Mutual Funds Credit Card SB/CA Loans

Frequency 3 14 8 23 41 9

Percent 3.0 13.9 7.9 22.8 40.6 8.9

Valid Percent 3.1 14.3 8.2 23.5 41.8 9.2

Cumulative Percent 3.1 17.3 25.5 49.0 90.8 100.0

Missing Total

Total System

98 3 101

97.0 3.0 100.0


The service of which among the following products do you prefer in hdfc
dmat fd mutual funds credit card sb/ca loans Missing

3 9


41 23

Again looking at the median ,it being a ordinal scale we can conclude that customers look from service when they want to choose a bank.You can clearly see that the service has occupied more that 50% of the sample size,brand and features being the second important factor for choosing a bank. Question no 6 Analyze the performance of Credit Cards on the following parameters Convenient ___ Convenient Costly ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Less costly Efficient ___ Efficient Aware ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Not Aware ___ ___ ___ ___ ___ ___ ___ ___ ___ __Less ___ ___ ___ ___ ___ ___ ___ ___ ___ Not

Low TAT ___ ___ ___ ____ _____ ___ ___ ___ ____ ____ ___ High

Descriptive Statistics
N Convenient Costly Efficient Aware TAT Valid N (listwise) Statistic 79 80 80 80 80 79 Minimum Statistic 1 1 1 1 1 Maximum Statistic 7 7 7 7 7 Mean Statistic 5.59 4.59 5.49 5.25 5.01 Std. Deviation Statistic 2.003 2.265 1.987 2.053 2.161 Skewness Statistic -1.237 -.388 -1.152 -.824 -.580 Std. Error .271 .269 .269 .269 .269 Kurtosis Statistic .184 -1.304 .038 -.622 -1.197 Std. Error .535 .532 .532 .532 .532

Convenient 79 22 7.00 Costly 80 21 5.00 Efficient 80 21 6.50 Aware 80 21 6.00 TAT 80 21 6.00

N Median

Valid Missing

Cumulative Percent 7.6 13.9 17.7 21.5 36.7 43.0 100.0

Frequency Valid Not Convenient(1) 2 3 4 5 6 Convenient(7) 6 5 3 3 12 5 45

Percent 5.9 5.0 3.0 3.0 11.9 5.0 44.6

Valid Percent 7.6 6.3 3.8 3.8 15.2 6.3 57.0

Frequency 13 8 3 11 13 4 28 Percent 12.9 7.9 3.0 10.9 12.9 4.0 27.7 Valid Percent 16.3 10.0 3.8 13.8 16.3 5.0 35.0 Cumulative Percent 16.3 26.3 30.0 43.8 60.0 65.0 100.0


Costly(1) 2 3 4 5 6 Less costly

Frequency Valid 2 3 4 5 6 Efficient(7) Less Efficient(1) 6 6 1 7 10 10 40

Percent 5.9 5.9 1.0 6.9 9.9 9.9 39.6

Valid Percent 7.5 7.5 1.3 8.8 12.5 12.5 50.0

Cumulative Percent 7.5 15.0 16.3 25.0 37.5 50.0 100.0


Frequency 7 Percent 6.9 Valid Percent 8.8 Cumulative Percent 8.8


Not aware(1)

2 3 4 5 6 Aware(7)

4 5 12 8 6 38

4.0 5.0 11.9 7.9 5.9 37.6

5.0 6.3 15.0 10.0 7.5 47.5

13.8 20.0 35.0 45.0 52.5 100.0

Frequency Valid Low TAT(7) 6 5 4 3 2 TAT(1) Total 6 10 8 5 10 6 35 80 Percent 5.9 9.9 7.9 5.0 9.9 5.9 34.7 79.2 Valid Percent 7.5 12.5 10.0 6.3 12.5 7.5 43.8 100.0 Cumulative Percent 7.5 20.0 30.0 36.3 48.8 56.3 100.0

50.0 45.0 40.0 35.0 30.0 25.0 20.0 15.0 10.0 5.0 0.0 1 2 3 4 5 6 7 Convenient Costly Efficient Awareness TAT

This question gives us a descriptive analysis of the credit cards of HDFC throughout the various parameters of the credit cards The various tables gives us a n exhaustive but and easy way to understand the perception of customers with respect to various parameters mentioned in the question.Now if you look at the Bar-chart we can clearly say that customers look for convenience as their major parameter in choosing a credit card. But they we can also see that customers are not very ahppy with the rates of the credit card and they find it costly.This is a bipolar scale where we are using a 7-point rating scale..

Question no 7: The sweep-in facility of FD is ___________ to the customers

N Mean Std. Error of Mean Median Mode Std. Deviation Kurtosis Percentiles 25 50 75 Valid Missing 94 7 2.29 .079 2.00 2 .771 .385 2.00 2.00 3.00


Less beneficial Beneficial More beneficial Most beneficial Total System

Frequency 9 58 18 9 94 7 101

Percent 8.9 57.4 17.8 8.9 93.1 6.9 100.0

Valid Percent 9.6 61.7 19.1 9.6 100.0

Cumulative Percent 9.6 71.3 90.4 100.0

Missing Total

Th sw e eep in facility of FD

6 0

5 8

5 0


4 0

3 0

2 0


1 0

0 less b ebeficail be neficial m bene ore ficail m bene ost ficial

T sw he eep in facility of F D

Question no 8: Rate the following features of FD on a scale of 5.(1=Poor and 5= excellent) Altering period of deposit Maturity and payment instructions Principal amount Roll over mode
Altering period of deposit Cumulative Percent 5.3 22.7 46.7 77.3 100.0

_____ _____ _____ _____


1 2 3 4 5 Total

Frequency 4 13 18 23 17 75

Percent 4.0 12.9 17.8 22.8 16.8 74.3

Valid Percent 5.3 17.3 24.0 30.7 22.7 100.0

Maturity and payment instructions


2 3 4 5 Total

Frequency 18 14 22 25 79

Percent 17.8 13.9 21.8 24.8 78.2

Valid Percent 22.8 17.7 27.8 31.6 100.0

Cumulative Percent 22.8 40.5 68.4 100.0

Principal amount Cumulative Percent 13.2 21.1 55.3 73.7 100.0


1 2 3 4 5 Total

Frequency 10 6 26 14 20 76

Percent 9.9 5.9 25.7 13.9 19.8 75.2

Valid Percent 13.2 7.9 34.2 18.4 26.3 100.0

Roll over mode Cumulative Percent 6.5 26.0 44.2 74.0 100.0


1 2 3 4 5 Total

Frequency 5 15 14 23 20 77

Percent 5.0 14.9 13.9 22.8 19.8 76.2

Valid Percent 6.5 19.5 18.2 29.9 26.0 100.0

Features of FD

100% 80% Percentages 60% 40% 20% 0% Poor Execellent Roll over Mode Principal Amonut Maturity Altering Period of Deposits

My objective behind formulating this question was to find out whether the customers are happy with the features offered by HDFC Bank. So while having to do the analysis part we could analyze via the frequency tables. And my main motive was to find out the poor and the excellent scale on a 5 point scale. So the graph above gives us a study of only the poor and the excellent scale. So if you closely look at it you would see that the entire sample size of 100 are happy with the maturity and payment instructions. And also the excellent bar shows equal distribution o all the factors, forcing us to conclude that the customers are more or less happy with the FD as a product Question no 9: Rate on a scale of 5 the performance of HSL as a suitable room for investment

N Mean Median Std. Deviation Valid Missing 72 29 3.67 4.00 1.035


1 2 3 4 5 Total

Frequency 3 4 24 24 17 72

Percent 3.0 4.0 23.8 23.8 16.8 71.3

Valid Percent 4.2 5.6 33.3 33.3 23.6 100.0

Cumulative Percent 4.2 9.7 43.1 76.4 100.0

(1=Poor, 5=Excellent)

Performance of HSL

4% 24%

6% 1 2 33% 3 4 5


This doughnut area chart show us in terms of percentages as to how much they like or dislike the performance of HSL (HDFC Securities Limited) on a 5 point rating scale(1=Poor,5=Excellent).What we can see here is that rating 3&4 have equal importance(33%) from the point of view customer preference. And 24% of people also have find it excellent. So the customers are happy with the HSL. Question no 10: Please rank from 1 to 5 the features that you like about loans in HDFC TAT Availability Service Rate of interest ________ ________ ________ _________

TAT N Mean Median Mode Std. Deviation Valid Missing 85 16 3.44 4.00 4 1.248 Availability 88 13 3.82 3.00 5 4.430 Service 86 15 3.22 3.00 3(a) 1.375 Rate of interest 86 15 3.40 4.00 4 1.348



1 2 3 4 5 Total System

Frequency 5 19 16 24 21 85 16 101

Percent 5.0 18.8 15.8 23.8 20.8 84.2 15.8 100.0

Valid Percent 5.9 22.4 18.8 28.2 24.7 100.0

Cumulative Percent 5.9 28.2 47.1 75.3 100.0

Missing Total

Frequency 7 20 20 14 26 1 88 13 101 Percent 6.9 19.8 19.8 13.9 25.7 1.0 87.1 12.9 100.0 Valid Percent 8.0 22.7 22.7 15.9 29.5 1.1 100.0 Cumulative Percent 8.0 30.7 53.4 69.3 98.9 100.0


1 2 3 4 5 43 Total System

Missing Total

Frequency 11 17 23 12 23 86 15 101 Percent 10.9 16.8 22.8 11.9 22.8 85.1 14.9 100.0 Valid Percent 12.8 19.8 26.7 14.0 26.7 100.0 Cumulative Percent 12.8 32.6 59.3 73.3 100.0


1 2 3 4 5 Total System

Missing Total

Rate of interest


1 2 3 4 5 Total System

Frequency 10 15 14 25 22 86 15 101

Percent 9.9 14.9 13.9 24.8 21.8 85.1 14.9 100.0

Valid Percent 11.6 17.4 16.3 29.1 25.6 100.0

Cumulative Percent 11.6 29.1 45.3 74.4 100.0

Missing Total

Performance of Loans


100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Rate of Interest Service Availability TAT




A similar interpretation like Q8,but here I have amalgamated all the scales from (15).Here we can see that service is the most important factor and the customers are not happy with the service provided by the loans department in HDFC occupying major chunk of the bar in the poor.And in the excellent and very god bar u can see the arte of interest and TAT occupying most of the area.So we can conclude saying the loans department need to work hard with the service they give to their customers. Question no 11:Rate on a 5point rating scale your preferences regarding the

Savings/Current A/C Accessibility Flexibility Features _______ _______ ________

Service scale.


Question no 12.Rate the features of Savings(SB) A/C on a 5-point rating

1 5 Average Quarterly Balance(AQB) Payable at Par(PAP) cheque book Sweep in facility Free SBI/ANDHRA bank ATM Transactions Net/Phone Banking

Taking both these questions together and applying factor analysis we can narrow down to a set of few components which play a major role in the functioning of a savings account. FACTOR ANALYSIS In principal components analysis and factor analysis one wishes to extract from a set of p variables a reduced set of m components or factors that accounts for most of the variance in the p variables. In other words, we wish to reduce a set of p variables to a set of m underlying super ordinate dimensions. These underlying factors are inferred from the correlations among the p variables. Each factor is estimated as a weighted sum of the p variables. The ith factor is thus
Fi = Wi 1X 1 + Wi 2 X 2 + + Wip X p

One may also express each of the p variables as a linear combination of the m factors,
X j = A1 j F1 + A2 j F2 + + Amj Fm + U j

Where, Uj is the variance that is unique to variable j, variance that cannot be explained by any of the common factors. FA simply reduces a set of p variables to m components or factors prior to further analyses on those m factors.

Extracting Principal Components From 9 variables we can extract 9 components. This will involve solving 9 equations with 9 unknowns. The variance in the correlation matrix is repackaged into 9 Eigen values. Each Eigen value represents the amount of variance that has been captured by one component Eigen values. Each of the 9 variables variance is standardized to one. With 9 variables there is 10x1 = 9variance to distribute. That is, the sum of the 9 Eigen The principal components extraction will produce 9 components which in the aggregate account for all of the variance in the 9 variables.

values will be equal to 9, the number of variables.

The proportion of variance

accounted for by one component equals its Eigen value divided by 9.

Total Variance Explained Component 1 2 3 4 5 6 7 8 9 Total 3.497 1.931 1.015 .672 .518 .440 .399 .293 .235 Initial Eigenvalues % of Variance 38.859 21.457 11.273 7.471 5.756 4.885 4.431 3.256 2.612 Cumulative % 38.859 60.316 71.589 79.060 84.816 89.701 94.131 97.388 100.000 Extraction Sums of Squared Loadings Total 3.497 1.931 1.015 % of Variance 38.859 21.457 11.273 Cumulative % 38.859 60.316 71.589

Deciding on how many components to retain rule of thumb is to retain only components with Eigen values of one or more. That is, drop any component that accounts for less variance than does a single variable. We can infer from the table that 3 components have Eigen values > 1 So there can be three factors or principal components. Total of 71.589% variation is explained by these four factors.

Component Matrix
Component Accessibility Flexibility Features Service AQB PAP-Cheque Book Sweep in facility-FD Free ATM transactions Net Banking . 1 .635 .646 .700 .652 .267 .638 .706 .653 .599 2 -.545 -.584 -.402 -.431 .170 .408 .554 .470 .471 3 -.085 -.197 .055 .242 .923 -.055 -.042 -.189 -.121

The entries in this matrix, loadings, are correlations between the components and the variables. Since the two components are orthogonal, these correlation X j = A1 j F1 + A2 j F2 + A3 j F3 + U j coefficients are also beta weights, that is, , thus A1 equals the number of standard deviations that Xj changes for each one standard deviation change in Factor 1. If we happen to look at the 1st component we can see that the factors which are positively loaded are the ones which are highly loaded among the three components. The variables loaded (positively) well on the first component, sweep-in facilityFD Features,Free ATM transactions, Service The second component is loaded by Net Banking and Payable at Par(PAP) cheque book. The third component is loaded positively by AQB, Component 1 seems to reflect that the workings of the savings account accounts to easy accessibility Component 2 seems to the various features given by the Bank through flexible transactions. Component 3 reflects to the primary features of the savings account

While choosing a bank for a savings account the customers look for accessibility ,flexibility, feartues.

And the factors contributing to these are-Sweep in facility-FD, Free ATM transactions, Net Banking, PAP , AQB and Service.

Now, incorporating the Q2 (Tick the most widely used product by you) and the age group of the collected sample, we test whether there is a correlation between the two variables? We now use the cross tabulation and the chi-square (test for independence),so we have the cross tabulation
Tick the most widely used product by you among the following * Age Cross tabulation
Age between 25 to 35 Total between 50 to 75 0 .6 .0% .0% .0% 2 .2 66.7% 28.6% 2.0% 0 .6 .0% .0% .0% 0 1.3 .0% .0% .0% 5 8 8.0 100.0% 8.1% 8.1% 3 3.0 100.0% 3.0% 3.0% 8 8.0 100.0% 8.1% 8.1% 19 19.0 100.0% 19.2% 19.2% 57

Under 18 Dmat Count Expected Count % within Tick the most widely used product by you among the following % within Age % of Total FD Count Expected Count % within Tick the most widely used product by you among the following % within Age % of Total Mutual Fund Count Expected Count % within Tick the most widely used product by you among the following % within Age % of Total Credit Cards Count Expected Count % within Tick the most widely used product by you among the following % within Age % of Total SB/CA Count 0 .1 .0% .0% .0% 0 .0 .0% .0% .0% 0 .1 .0% .0% .0% 1 .2 5.3% 100.0% 1.0% 0

between 18 to 25 0 1.9 .0% .0% .0% 0 .7 .0% .0% .0% 3 1.9 37.5% 13.0% 3.0% 5 4.4 26.3% 21.7% 5.1% 14

between 35 to 50 8 0 4.0 1.5 .0% .0% .0% 0 .6 .0% .0% .0% 1 1.5 12.5% 5.3% 1.0% 2 3.6 10.5% 10.5% 2.0% 15

100.0% 16.3% 8.1% 1 1.5 33.3% 2.0% 1.0% 4 4.0 50.0% 8.2% 4.0% 11 9.4 57.9% 22.4% 11.1% 23

Expected Count % within Tick the most widely used product by you among the following % within Age % of Total Loans Count Expected Count % within Tick the most widely used product by you among the following % within Age % of Total Count Expected Count % within Tick the most widely used product by you among the following % within Age % of Total

.6 .0% .0% .0% 0 .0 .0% .0% .0% 1 1.0 1.0% 100.0% 1.0%

13.2 24.6% 60.9% 14.1% 1 .9 25.0% 4.3% 1.0% 23 23.0 23.2% 100.0% 23.2%

28.2 40.4% 46.9% 23.2% 2 2.0 50.0% 4.1% 2.0% 49 49.0 49.5% 100.0% 49.5%

10.9 26.3% 78.9% 15.2% 1 .8 25.0% 5.3% 1.0% 19 19.0 19.2% 100.0% 19.2%

4.0 8.8% 71.4% 5.1% 0 .3 .0% .0% .0% 7 7.0 7.1% 100.0% 7.1%

57.0 100.0% 57.6% 57.6% 4 4.0 100.0% 4.0% 4.0% 99 99.0 100.0% 100.0% 100.0%

The cross tabulation above is certainly exhaustive but if you look at it closely you can see that across all age groups w can find the proportion of SB/CA/Sal A/C to be the highest with the age group 25yrs-35yrs having the highest SB/CA/Sal A/C holders

Bar Chart
Under 18 between 18 between 25 between 35 between 50 to to to to 25 35 50 75






0 Dmat FD Mutual Fund Credit Cards SB/CA Loans

Tick the most widely used product by you among the following

Chi-Square Tests
Value 35.788(a) 31.632 .067 99 df 20 20 1 Asymp. Sig. (2-sided) .016 .047 .795

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

Null hypothesis: H0: There is no correlation between the two variables (the age and the choice of products) Against H1: There is a significant correlation between the two variables (the age and the choice of products) The chi-square measures test the hypothesis that the row and column variables in a cross tabulation are independent . A low significance value (typically below 0.05) indicates that there may be some relationship between the two variables.So as our significant value is 0.16,which is not lower than the significant value we cannot say that there is a relation between the age and the choice of the product so we reject our null hypothesis. Question no 15:Rate on a scale of 5 the comfort zone of customers in using a HDFC product.
95% Confidence Interval for Mean Lower Bound . 3.17 3.33 2.95 3.51 3.40 Upper Bound . 4.26 4.06 3.76 4.21 3.86

N Under 18 between 18 to 25 between 25 to 35 between 35 to 50 between 50 to 75 Total 1 21 46 17 7 92

Mean 2.00 3.71 3.70 3.35 3.86 3.63

Std. Deviation . 1.189 1.227 .786 .378 1.107

Std. Error . .260 .181 .191 .143 .115


Between Groups Within Groups

Sum of Squares 4.670 106.764

Df 4 87

Mean Square 1.168 1.227

F .951

Sig. .438


Looking at the descriptive we can see that the means of the ages groups 18-25yrs & 25-35yrs Are very close, hence said they have low varience.So if we run Students F-test the F-statistic would compute the sample variances. Even the mean plot below clearly shows this. Against
Mean of Comfort zone of customers in using a product of HDFC

H0:1= 2(variance of ages group 18-25yrs is equal to variance of 25-35yrs ) H1: 12(variance of ages group 18-25yrs is not equal to variance of 25-35yrs )

3 .5

2 .5

2 U d r1 ne 8 b tw e e en 1 to2 8 5 b tw e e en 2 to3 5 5 b tw e e en 3 to5 5 0 b tw e e en 5 to7 0 5

Ae g

Between Groups represents variation of the group means around the overall mean. Within Groups represents variation of the individual scores around their respective group means. Sig indicates the significance level of the F-test. Small significance values (<.05) indicate group differences.Hence if u look at the significance vakue in the table you can see that the value is greater than(0.05) which shows that there is no group difference between the two samples(18-25yrs & 25-35yrs). So we accept H0(null hypothesis). Question no 16: The merger with Centurion Bank of Punjab has made the workings of HDFC more flexible and easily accessible to customers.

Strongly Agree Agree

Strongly Disagree Disagree

Merger with CBP made workings of HDFC more flexible and easily accessible to customers Cumulative Percent 2.1 4.2 75.0 100.0


strongly dissatisfactory dissatisfactory satisfactory strongly satisfactory Total System

Frequency 2 2 68 24 96 5 101

Percent 2.0 2.0 67.3 23.8 95.0 5.0 100.0

Valid Percent 2.1 2.1 70.8 25.0 100.0

Missing Total

M erger of CBP and HDFC Bank

70.0 60.0 50.0 40.0 30.0 20.0 10.0 0.0 strongly dissatisfactory satisfactory Parameters Percentages

The merger of HDFC with CBP has satisfied the customers to 67.3% which ha occupied more than 50% of the sample. Question no 18: A bank that you would prefer other than HDFC ICICI Andhra Bank




Count % within which bank would you prefer % within age % of Total

Under 18 0 .0% .0% .0% 0 .0% .0% .0% 0 .0% .0% .0% 0 .0% .0% .0% 1 2.8% 100.0% 1.0% 1 1.0% 100.0% 1.0%

between 18 to 25 5 17.2% 21.7% 5.1% 1 11.1% 4.3% 1.0% 3 23.1% 13.0% 3.0% 3 25.0% 13.0% 3.0% 11 30.6% 47.8% 11.1% 23 23.2% 100.0% 23.2%

age between 25 to 35 17 58.6% 34.7% 17.2% 7 77.8% 14.3% 7.1% 5 38.5% 10.2% 5.1% 3 25.0% 6.1% 3.0% 17 47.2% 34.7% 17.2% 49 49.5% 100.0% 49.5%

Total between 35 to 50 between 50 to 75 3 4 13.8% 57.1% 4.0% 0 .0% .0% .0% 2 15.4% 28.6% 2.0% 1 8.3% 14.3% 1.0% 0 .0% .0% .0% 7 7.1% 100.0% 7.1%

29 100.0% 29.3% 29.3% 9 100.0% 9.1% 9.1% 13 100.0% 13.1% 13.1% 12 100.0% 12.1% 12.1% 36 100.0% 36.4% 36.4% 99 100.0% 100.0% 100.0%

10.3% 15.8% 3.0% 1 11.1% 5.3% 1.0% 3 23.1% 15.8% 3.0% 5 41.7% 26.3% 5.1% 7 19.4% 36.8% 7.1% 19 19.2% 100.0% 19.2%


Count % within which bank would you prefer % within age % of Total


Count % within whcich bank would you prefer % within age % of Total


Count % within whcich bank would you prefer % within age % of Total


Count % within whcich bank would you prefer % within age % of Total

Count % within which bank would you prefer % within age % of Total

Which bank would you prefer * Age Cross-tabulation

Which bank would you


Under 18 0 0

between 18 to 25 5 1

Age between 25 to 35 17 7

between 35 to 50 3 1

between 50 to 75 4 0

Total 29 9



0 0 1 1

3 3 11 23

5 3 17 49

3 5 7 19

2 1 0 7

13 12 36 99


Bar Chart
Under 18 between 18 to 25 between 25 to 35 between 35 to 50 between 50 to 75 15





Which bank would you prefer

Yet a different way to analyze the competition of HDFC bank with the other competitors in the market. Through this question I wanted to see which is the other bank that the HDFC users prefer so that I could conclude a specific bank and tell the HDFC to use a particular strategy where it could over come its loop holes. And with a combined effect of age with this question we can figure out which target group to use which strategy to survive the competition. So in this case you can see out of a sample size of 101 SBI has a frequency of 36 with ICICI being second having a count of 29.

The spread of HDFC Bank in the corporate sector (private&public) This is the study of the various sectors tapped by HDFC bank in the city .All the sectors are broadly categorized into 5 categories below. The column chart would help us understand where and in which sector the bank is doing good.(Refer to the Excel in the Annexure).We even have a segregation of all the various products that the corporates hold with HDFC bank. A product wise bifurcation is shown in the excel sheet.(Refer to the Annexure) CSRM Products.xls
Category Telecom Financial Services Central Government Pharmaceuticals Others Total Number 207 499 1908 1024 456 4094 Percentages 5.00% 12.10% 46.60% 25.00% 11.10% 100.00%

50.00% 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00% Percentages Telecom Financial Services Central Government Pharmaceuticals Others

The graph above shows us that the HDFC has been successful in spreading across all the central government sector. This tell us that this bank has been able to tap the important sector with a 46.60% with the pharmaceutical companies following the trend with a 25%

Analysis and Interpretation.

Indian banking sector: Is it on the right track? Performance indicators

Commonly-used measures to asses the performance of the banking sector are: Return on Asset (ROA), Operating Profit Ratio (OPR), Net Interest Margin (NIM), Operating Cost Ratio (OCR) and Staff Expenditure Ratio (SER). The first-two are generally considered profitability measures, while the others, the efficiency indices. Overall performance improvement A comparison of performance indices that the reform measures helped to improve the overall performance of industry. This is reflected in the improvement of all performance indicators barring the net interest margin. Interestingly, the ROA, treated as a proxy for risk-adjusted return, increased from (-) 0.28 percent in the pre-liberalization period to 0.79 percent (against more than 1 percent in other merging markets such as Singapore , Malaysia and Korea) post-liberalization ,indicating a significant rise in the ability of banks to convert their assets into net earnings. Another interesting aspect is that despite a marginal fall in the net interest margin from 2.84 to 2.73 ( which might be due to policy change) , the banking industry has managed to improve its OPR by increasing its non-interest fee-based income and reducing its operating costs/staff expenses. The evidence indicates that after the reform initiation period, the banks have increasingly been providing off balance sheet items such as derivatives, which generate major part of non-interest income. The proportion of operating cost/staff expenses has declined mainly due to computerization and the voluntary retirement scheme. Apart from the overall improvement across the board, another important criterion to evaluate the success story is to check whether the competitive force has led to any convergence in the performance of different ownership groups in the post-liberalization period. Exposure to the competitive forces is often argued as a panacea to shake poorly performing banks out of their slumber. Although the public banks compared poorly with private banks during the initial period , they made a significant improvement in the latter period by responding well to the new challenges of competition and

consolidation , mostly following a gradual and cautious approach . The pay off is well reflected in the increase in their ROA, OPR and NIM. Some possible reasons for the better performance of public banks could be They still undertake most of the government borrowing programmers, thereby generating significant fee based income; The market discipline imposed by the listing of most public sector banks has also probably contributed to this improved performance; and The reform measures have changed their business strategies particularly greater diversification of non-fund based business and emergence of treasury and foreign exchange business. The study reveals that the OPR across four ownership groups tend to converge. The NIM tends to converge across private and public sectors while the OCR continues to remain significantly different across ownership groups.

Swot Analysis.

SWOT ANALYSIS In applying the SWOT analysis it is necessary to minimize or avoid both weaknesses and threats of HDFC bank. Weaknesses should be looked at in order to convert them into strength. Like wised, threat should be converted into opportunities. Lastly, strengths and opportunities should be matched to optimize the potential of HDFC bank. Strength: Low average loan to value ratio & debt averse nature of borrowers.

Growth in urban market/ salaried class & Quality of underwriting. Strong Brand - customer base of over 2million. The bank has the power attorney of the client and executes on his/her behalf once it gets written instructions from its clients. It offers custodial services which will include services such as receiving dividend of shares and other entitlements such as buyback proposals. Customers dont have to worry about tracking dividends of companies or subscribing to buybacks. No threshold limit for offering its services. Cash of Rs. 100000 delivered at your doorstep Offers free Gold International Debit card, a free International Titanium card or a free international Gold Credit card. It offers e-broking Free standing instructions available only in HDFC Bank. Avail of locker at just 50 % of the annual fee. Preferential pricing for loan against securities, home loans. As a preferred customer you are entitled to a waiver of up to Rs. 2000 per annum on a host of service charges like Demand Draft/ Managers Cheque charges Inter-branch funds charges Stop payment charges Cheque return/collection charges DD cancellation charges Hold mail charges Duplicate statement charges Certificate of balance charges Recovery of old records charges FIRC charges

. Weakness: Charges customers on the various services it offers.

The bank does not charge any fixed fees, it earns commission on the products the customer buys. Cash withdrawal limit up to Rs. 25000/day. Door step banking available only twice a month and only in metros. Does not provide 24 hours banking transactions by phone. Does not provide 365 days of banking transactions Not so focusing more on rural areas.


Growth in demand-driven by improved affordability Rising disposable income Affordable interest rates Generally stable property prices Fiscal incentives on both interest and principal repayments. Increasing urbanization & Increased network of outlets. Can target to the small investors not only in urban areas but also to the rural

Can Provide a zero balance savings account to the customers Can provide the interest on deposits as provided by the co-operatives Can trap the students segment by providing a very low AQB or Zero balance.
HDFC Bank can have a professional savings account with the following benefits.

Free registration in reputed consultancies. Easy personal loan, car loans, to the account holder. A Dmat account free with every current & savings accounts (without any
registration fee and stamp fee)

Free membership facility to the top rated club members in India.

Threats Competition from other banks is very high . Some banks provide 24 hour banking transaction over phone.

Some banks provide transactions for 365 days.

Less number of branches as compared to others. As third party cash deposits is not accepted there is a fear that HDFC bank may
loose some customers.


Conclusion The SWOT analysis shows the competitive strategy of HDFC bank especially in widening its networks, continuous up gradation of technology (Fine wire by i-flex) for reduction in OCR and its specific geographical(Rural banking),demographical strategy will bring to serve as a best bank in India. The Competitor Analysis show that it has to focus more to increase its NIM. The percentage of net IPA and capital adequacy ratios are very good relative to its competitors.

The survey throws light on various Issues that the customer faces in the market. Analyzing the findings it can be said that good customer relationship raises awareness among the people. There are tough competitions and thus there exists a lot of room to improve so as to become the market leader from all aspects. The only thing is the making of and implementation of the proper strategy in the best effective way. By understanding the steps of competitors before they were implemented is the way lead to the market. The HDFC Bank believes in adopting and adhering to the best corporate governance practices and continuously benchmarking itself against each such practices in the industry. The Bank understands and respects its fiduciary role and responsibility to shareholders and strives hard to meet their expectations. I believe that the best board practices. Transparent disclosures and shareholder empowerment are necessary for creating shareholder value. The cardinal principles such as independence, Accountability, responsibility, transparency ,fair and timely disclosures, credibility serve as the means for implementing the philosophy of corporate governance in letter and in spirit. The banks employees are very friendly among their coordinates and also to their customers.


RECOMMENDATIONS More number of ATMs in the city . More aggressive sale is needed for professors, lecturers, and staff members who the best customer of savings accounts. A Special students' savings account with AQB of fewer amounts could be launched Savings account for working professionals and self employed youths could be started with facilities like free registration in top business consultancies, job consultancies, hassle-free personal loans, free demat account and discounted membership in some reputed clubs.

Ensure the best after sale services by replacing the faulty ones immediately after getting complain.

A group promotional activity aiming, encouraging card holder to use their card to its fullest should be undertaken.

The timings of the bank to be extended from 8a.m to 8p.m. With every purchase, card holders be awarded with some credit points and on the end of every quarter , special gifts should be given or discount offers on some items produced by some company can be given, which will be sponsored by the producer, the shopkeeper and the banker.

There should be no hidden charges and to be explained when demanded for.


1. How long have you been using a product of HDFC__________ 2. Tick the most widely used product by you among the following.

Dmat/Hsl A/c


Mutual Fund

Credit Cards



3 Comparing other bank products the products of HDFC are Strongly satisfactory Satisfactory Dissatisfactory 4.The service of which among the following products do you prefer in HDFC (Tick as many as below) 3. Strongly Dissatisfactory

Dmat/ HSL A/c Credit Card FD A/c

SB/CA/Sal 4. Mutual Fund


5 Basing on what parameters do you choose a product Service Rate of interest/ return Brand Features Market Value Accessibility

6. Analyze the performance of Credit Cards on the following parameters Convenient ___ Convenient Costly ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Less costly Efficient ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ __Less Efficient Aware ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Not Aware Low TAT ___ ___ ___ ____ _____ ___ ___ ___ ____ ____ ___ High 7 .The sweep-in facility of FD is ___________ to the customers Less Beneficial Beneficial More Beneficial Most Beneficial ___ ___ ___ ___ ___ ___ ___ ___ ___ Not

8. Rate the following features of FD on a scale of 5.(1=Poor and 5= excellent) Altering period of deposit _____

Maturity and payment instructions Principal amount Roll over mode investment __________________________

_____ _____ _____

9.Rate on a scale of 5 the performance of HSL as a suitable room for 10. Please rank from 1 to 5 the features that you like about loans in HDFC TAT Availability Service Rate of interest Savings/Current A/C Accessibility Flexibility Features Service _______ _______ ________ ________ 1 5 Average Quarterly Balance(AQB) Payable at Par(PAP) cheque book Sweep in facility Free SBI/ANDHRA bank ATM Transactions Net/Phone Banking 13.A Current(CA) A/c provides you with the reach and flexibility that your business demands. Strongly Agree Strongly Disagree 2 3 4 ________ ________ ________ _________

11. Rate on a 5point rating scale your preferences regarding the

12.Rate the features of Savings(SB) A/C on a 5-point rating scale.



14.The products of HDFC work in the benefit of customers Strongly Agree Agree Strongly Disagree 6. 5. Disagree

15.Rate on a scale of 5 the comfort zone of customers in using a HDFC product.____ 16.The merger with Centurion Bank of Punjab has made the workings of HDFC more flexible and easily accessible to customers. Strongly Agree Agree HDFC Bank. 18.A bank that you would prefer other than HDFC ICICI Andhra Bank SBI IDBI ING Vysa Strongly Disagree Disagree

17.Tell us one thing that you would want to add to the functionality of the

Personal Information
Name: Age: Ph: Email id: Sex: M F

11 8


A. Marketing Management by Philip Kotler &Keller B. Marketing Research by Naresh Malhotra C. Annual Report of HDFC Bank D. Websites:-

11 9

12 0