TRAINING &

PROJECT REPORT ON

HDFC BANK

Customer preference & attributes towards saving Account of

HDFC Bank

A Project Report submitted in partial fulfillment of the requirements of

MASTER OF BUSINESS ADMINISTRATION

Industry Integrated – 3rd Semester

By

Shweta kanojia

BVUSDE
Acknowledgements

If words are considered to be signs of gratitude then let these words

Convey the very same My sincere gratitude to HDFC BANK for

providing me with an opportunity to work with BANK and giving

necessary directions on doing this project to the best of my abilities.

I am highly indebted to Mr. Manish Panchal., Branch Manager and

company project guide, who has provided me with the necessary

information and also for the support extended out to me in the

completion of this report and his valuable suggestion and comments

on bringing out this report in the best way possible.

I also thank Prof. Pragna Kaul, IBMR_Ahmedabad, who has

sincerely supported me with the valuable insights into the completion

of this project.

I am grateful to all faculty members of IBMR_Ahmedabad and my

friends who have helped me in the successful completion of this

project.
Place: Bangalore SHWETA KANOJIA
Technical Analysis

Technical analysis approaches the decision-making process by examining the market for the
financial instrument itself. The data from the market are primarily the price, volume and, in
futures markets, the open interest. Technical analysis is not concerned with the value of
whatever underlies the financial instrument, but with how the forces of supply and demand are
impacting upon its price.

Technical analysis does not concern itself with a company's basics or fundamentals. Rather,
technical analysis involves the study of a stock's trading patterns through the use of charts,
trend lines, support and resistance levels, and many other mathematical analysis tools, in order
to predict future movements in a stock's price, and to help identify trading opportunities.

The basic foundations or premises of technical analysis are that a stock's current price
discounts all information available in the market, that price movements are not random, and
that patterns in price movements, in very many cases, tend to repeat themselves or trend in
some direction.

The main problem with fundamental analysis is that its indicators are removed from the market
itself. The analyst assumes causality between external events and market movements, a
concept which is almost certainly false. But, just as important, and less recognized, is that
fundamental analysis almost always requires a forecast of the fundamental data itself before
conclusions about the market are drawn. The analyst is then forced to take a second step in
coming to a conclusion about how those forecasted events will affect the markets! Technicians
only have one step to take, which gives them an edge right off the bat. Their main advantage is
that they don't have to forecast their indicators."

A very large number of technical indicators have been developed over the years, including
the widely used overbought/oversold indicators such as the Relative Strength Index, and the
trend following indicators such as Moving Averages.

Analyzing the Market

All the building blocks of technical analysis are in the price charts. Market patterns and
behaviors, and various types of market data (technical indicators) are used to determine the
strength and sustainability of a particular trend, the maturity or stage of the current trend,
reward to risk ratio of a new position, and potential entry levels for new position.
These things are accomplish by:
• Identifying the short, medium and long-term trends for market direction.
• Identifying the levels of support and resistance to determine where price is likely to
change direction.
• Identifying price (or Chart) patterns that indicate reversals or the continuation of a
trend.
 • Using technical indicators to reveal useful market forces behind the price to predict
future movements and determine good points of entry and exit.

Types of Charts: these four are the most popular chart used by technicians.

1) Line Chart

The line chart is one of the simplest charts. It is formed by plotting one price point, usually the
close, of a security over a period of time. Connecting the dots, or price points, over a period
of time, creates the line.

Some investors and traders consider the closing level to be more important than the open,
high or low. By paying attention to only the close, intraday swings can be ignored. Line charts
are also used when open, high and low data points are not available.

2) Bar Chart

Perhaps the most popular charting method is the bar chart. The high, low and close are
required to form the price plot for each period of a bar chart. The high and low are
represented by the top and bottom of the vertical bar and the close is the short horizontal line
crossing the vertical bar. On a daily chart, each bar represents the high, low and close for a
particular day. Weekly charts would have a bar for each week based on Friday's close and
the high and low for that week.

Bar charts can also be displayed using the open, high, low and close. The only difference is
the addition of the open price, which is displayed as a short horizontal line extending to the
left of the bar. Whether or not a bar chart includes the open depends on the data available.

Source –

www.stockcharts.com

Bar charts can be effective for displaying a large amount of data. Using candlesticks, 200
data points can take up a lot of room and look cluttered. Line charts show less clutter, but do
not offer much detail. The individual bars that make up the bar chart are relatively skinny,
which allows users the ability to fit more bars before the chart gets cluttered. If you are not
interested in the opening price, bar charts are an ideal method for analyzing the close
relative to the high and low. In addition, bar charts that include the open will tend to get
 cluttered quicker. If you are interested in the opening price, candlestick charts probably offer
a better alternative.

3) Candlestick Chart

Originating in Japan over 300 years ago, candlestick charts have become quite popular in
recent years. For a candlestick chart, the open, high, low and close are all required. A daily
candlestick is based on the open price, the intraday high and low, and the close. A weekly
candlestick is based on Monday's open, the weekly high-low range and Friday's close.

Many traders and investors believe that candlestick charts are easy to read, especially the
relationship between the
open and the close. White
(clear) candlesticks form
when the close is higher
than the open and black
(solid) candlesticks form
when the close is lower
than the open. The white
and black portion formed
from the open and close
is called the body (white
body or black body).

Source-
www.stockcharts.com

The lines above and

below are called shadows
and represent the high
and low.

4) Point & Figure Chart

The charting methods shown above, all, plot one data point for each period of time. No matter
how much price movement, each day or week represented is one point, bar, or candlestick along
the time scale. Even if the price is unchanged from day to day or week to week, a dot, bar, or
candlestick is plotted to mark the price action.
 Source – www.stockcharts.com

Contrary to this methodology, point & figure Charts are based solely on price
movement, and do not take time into consideration. There is an x-axis but it
does not extend evenly across the chart.

The beauty of point & figure charts is their simplicity. Little or no price
movement is deemed irrelevant and therefore not duplicated on the chart.
Only price movements that exceed specified levels are recorded. This focus
on price movement makes it easier to identify support and resistance levels,
bullish breakouts and bearish breakdowns. This article has a more detailed
explanation of point & figure charts.

Tools for Technical Analysis:

are calculations based on the price and the volume of a security that
Indicators
measure such things as money flow, trends, volatility and momentum. Indicators
are used as a secondary measure to the actual price movements and add
additional information to the analysis of securities. Indicators are used in two
main ways: to confirm price movement and the quality of chart patterns, and to
form buy and sell signals.
 • Moving averages

Most chart patterns show a lot of variation in price movement. This can
make it difficult for traders to get an idea of a security's overall trend. One
simple method traders use to combat this is to apply moving averages. A
moving average is the average price of a security over a set amount of
time. By plotting a security's average price, the price movement is
smoothed out. Once the day-to-day fluctuations are removed, traders are
better able to identify the true trend and increase the probability that it will
work in their favor

o Simple Moving Average (SMA)

This is the most common method used to calculate the moving average of prices.
It simply takes the sum of all of the past closing prices over the time period and
divides the result by the number of prices used in the calculation. Increasing the
number of time periods in the calculation is one of the best ways to gauge the
strength of the long-term trend and the likelihood that it will reverse.

o Major Uses of Moving Averages

Moving averages can be used to quickly identify whether a security is moving in

an uptrend or a downtrend depending on the direction of the moving average.
When a moving average is heading upward and the price is above it, the security
is in an uptrend. Conversely, a downward sloping moving average with the price
below can be used to signal a downtrend. When a short-term average is above a
longer-term average, the trend is up. On the other hand, a long-term average
above a shorter-term average signals a downward movement in the trend.

• Relative Strength Index

The relative strength index (RSI) is another one of the most used and well-known
momentum indicators in technical analysis. RSI helps to signal overbought and
oversold conditions in a security. The indicator is plotted in a range between zero
and 100. A reading above 70 is used to suggest that a security is overbought,
while a reading below 30 is used to suggest that it is oversold. This indicator
helps traders to identify whether a security’s price has been unreasonably
pushed to current levels and whether a reversal may be on the way. It can provide
an early warning of an opportunity to buy or sell. The RSI is a momentum indicator, or
oscillator, that measures the relative internal strength of a market (not against other market or
index).

• Moving Average Convergence Divergence

The moving average convergence divergence (MACD) is one of the most well known
and used indicators in technical analysis. This indicator is comprised of two
exponential moving averages, which help to measure momentum in the security.
The MACD is simply the difference between these two moving averages plotted
against a centerline. The centerline is the point at which the two moving
averages are equal. Along with the MACD and the centerline, an exponential
moving average of the MACD itself is plotted on the chart. The idea behind this
momentum indicator is to measure short-term momentum compared to longer
term momentum to help signal the current direction of momentum.

When the MACD is positive, it signals that the shorter term moving average is
above the longer term moving average and suggests upward momentum. The
opposite holds true when the MACD is negative - this signals that the shorter
term is below the longer and suggest downward momentum. When the MACD
line crosses over the centerline, it signals a crossing in the moving averages. The
most common moving average values used in the calculation are the 26-day and
12-day exponential moving averages. The signal line is commonly created by
using a nine-day exponential moving average of the MACD values. These values
can be adjusted to meet the needs of the technician and the security. For more
volatile securities, shorter term averages are used while less volatile securities
should have longer averages.

• Stochastic Oscillator

The stochastic oscillator is one of the most recognized momentum indicators used in
technical analysis. The idea behind this indicator is that in an uptrend, the price
should be closing near the highs of the trading range, signaling upward
momentum in the security. In downtrends, the price should be closing near the
lows of the trading range, signaling downward momentum. The stochastic oscillator is
plotted within a range of zero and 100 and signals overbought conditions above
80 and oversold conditions below 20. The stochastic oscillator contains two lines.
The first line is the %K, which is essentially the raw measure used to formulate
the idea of momentum behind the oscillator. The second line is the %D, which is
simply a moving average of the %K. The %D line is considered to be the more
important of the two lines as it is seen to produce better signals. The stochastic
oscillator generally uses the past 14 trading periods in its calculation but can be
adjusted to meet the needs of the user.

DATA COLLECTION

• Primary data- was collected to get the view point of people as far as
investments are concerned; this was done with the help of a
questionnaire. ( a copy of questionnaire has been attached in the
annexure)

• Secondary data- was collected for doing the fundamental and technical
analysis. These were mainly through HDFC Bank’s database, capitaline,
Bank’s Research reports, Magazines, Books, and HDFC Bank’s site for
the technical charts.
CHAPTER 1 INTRODUCTION ………………. ………………………..3-11
1.1 General Introduction ………………………………………………………..3
1.2 Industry Profile……………………………………………………………… 3
a. Origin and Development of the industry……………………………4
b. Growth and Present Status of the industry………………………...6
c. Future of the industry ………………………………………….…….9
CHAPTER 2 PROFILE OF THE ORGANISATION…………………..12-29
2.1 Origin of the Organization …………………………………………….. 13
2.2 Growth and Development of the Organization ……………………… 14
2.3 Present Status of the Organization ………………………………. 17
2.4 Functional Departments of the Organization ……………………... 19
2.5 Organization Structure and Organization Chart ……………………..22
2.6 Product and Service Profile of the Organization Competitors …….. 24
2.7 Market Profile of the Organization 28
CHAPTER 3 DISCUSSIONS ON TRAINING - ………………………30-33
3.1 Student's Work Profile (Roles and Responsibilities) ………………. 31
3.2 Description of Live Experience 32
CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM … 34- 47
4.1 Statement of Research Problem………….. ……………………………35
4.2 Statement of Research Objectives ..……………………………...... .35
4.3 Research Design and Methodology………………………………… 35
4.4 Analysis of Data ………………………………………………. . 38

4.5 Summary of Findings …………………………………………………… 46

CHAPTER 5 SUMMARY AND CONCLUSIONS …………………. 48- 52
5.1 Summary of Learning Experience………………………………….. 50
5.2 Conclusions and Recommendations …………………………………. 50
APPENDIX ……………………………………………………………………………….52

BIBLOGRAPHY………………………………………………………………………….56
 CHAPTER-1
INTRODUCTION
General Introduction:-

WE UNDERSTAND YOUR WORLD

The Housing Development Finance Corporation Limited (HDFC) was

amongst the first to receive an 'in principle' approval from the

Reserve Bank of India (RBI) to set up a bank in the private sector, as

part of the RBI's liberalization of the Indian Banking Industry in 1994.

The bank was incorporated in August 1994 in the name of 'HDFC

Bank Limited', with its registered office in Mumbai, India. HDFC Bank

commenced operations as a Scheduled Commercial Bank in January

1995.

HDFC is India's premier housing finance company and enjoys an

impeccable track record in India as well as in international markets.

Since its inception in 1977, the Corporation has maintained a

consistent and healthy growth in its operations to remain the market

leader in mortgages. Its outstanding loan portfolio covers well over a

million dwelling units. HDFC has developed significant expertise in

retail mortgage loans to different market segments and also has a

large corporate client base for its housing related credit facilities.

With its experience in the financial markets, a strong market

reputation, large shareholder base and unique consumer franchise,

HDFC was ideally positioned to promote a bank in the Indian

environment.

HDFC Bank began operations in 1995 with a simple mission : to be a

“ World Class Indian Bank.” We realized that only a single minded

focus on product quality and service excellence would help us get

there. Today, we are proud to say that we are well on our way

towards that goal.

1.2 Industry Profile:-

a.) Origin and development of the industry:-

Banking in India originated in the first decade of 18th century. The first banks

were The General Bank of India, which started in 1786, and Bank of Hindustan,

both of which are now defunct. The oldest bank in existence in India is the State

Bank of India, which originated in the "The Bank of Bengal" in Calcutta in June

1806. This was one of the three presidency banks, the other two being the Bank

of Bombay and the Bank of Madras. The presidency banks were established

under charters from the British East India Company. They merged in 1925 to

form the Imperial Bank of India, which, upon India's independence, became the

State Bank of India. For many years the Presidency banks acted as quasi-central

banks, as did their successors. The Reserve Bank of India formally took on the

responsibility of regulating the Indian banking sector from 1935. After India's

independence in 1947, the Reserve Bank was nationalized and given broader

powers.

A couple of decades later, foreign banks such as Credit Lyonnais started their

Calcutta operations in the 1850s. At that point of time, Calcutta was the most

active trading port, mainly due to the trade of the British Empire, and due to

which banking activity took roots there and prospered.

First of all we must note the fact that these institutions have changed very much

in character since their origin, and consequently nowadays perform many

functions unknown to those of former times. The first banks seem to have arisen
in connection with the business of exchanging money. In ancient times and

especially in the Middle Ages the varieties of coins were greater even than at the

present day, and they were much less perfectly and honestly minted. Specialists

were, therefore, required to determine their exact value and equivalence and to

exchange coins of one mintage for those of another, and their BANK were in

great demand at fairs and other places where merchants of different nations met

forpurposes of trade. Inasmuch as they kept their boxes or chests of coins on

benches or "banken," the name bankers came to be applied to them. On account

of their technical knowledge and the fact that they were obliged constantly to

keep on hand considerable quantities of the precious metals, this business in the

early Middle Ages was usually carried on by goldsmiths, but later it was

sometimes assumed by the governments of large commercial cities, as, for

example, by Amsterdam in 1609, by Hamburg in 1619, and by Nurnberg in 1621.

Of these latter the Bank of Amsterdam was the most important and may be

regarded as typical of these early institutions.

From the earliest times also, bankers have been the chief agents through which

foreign exchanges have been conducted. As dealers in coin and bullion they had

international connections and a knowledge of international affairs not possessed

by other merchants, and were, therefore, in a position to undertake the

settlement of international accounts by means of orders drawn on bankers in

other countries or other cities with whom they had regular business transactions.

As keepers of other people's money they also promoted saving, and banks thus

became in time the chief savings institutions of the country.

b. Growth and present status of the industry:-

Currently (2009), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a

challenge for the private sector and foreign banks. In terms of quality of assets

and capital adequacy, Indian banks are considered to have clean, strong and

transparent balance sheets relative to other banks in comparable economies in

its region. The Reserve Bank of India is an autonomous body, with minimal

pressure from the government. The stated policy of the Bank on the Indian

Rupee is to manage volatility but without any fixed exchange rate-and this has

mostly been true.

With the growth in the Indian economy expected to be strong for quite some

time-especially in its services sector-the demand for banking services, especially

retail banking, mortgages and investment services are expected to be strong.

One may also expect M&As, takeovers, and asset sales.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its

stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first

time an investor has been allowed to hold more than 5% in a private sector bank

since the RBI announced norms in 2005 that any stake exceeding 5% in the

private sector banks would need to be vetted by them.

Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector

banks (that is with the Government of India holding a stake)after merger of New
Bank of India in Punjab National Bank in 1993, 29 private banks (these do not

have government stake; they may be publicly listed and traded on stock

exchanges) and 31 foreign banks. They have a combined network of over 53,000

branches and 17,000 ATMs. According to a report by ICRA Limited, a rating

agency, the public sector banks hold over 75 percent of total assets of the

banking industry, with the private and foreign banks holding 18.2% and 6.5%

respectively

Introduction of many more products and facilities in the banking sector in its

reforms measure. In 1991, under the chairmanship of M Narasimham, a

committee was set up by his name which worked for the liberalization of banking

practices.

The country is flooded with foreign banks and their ATM stations. Efforts are

being put to give a satisfactory service to customers. Phone banking and net

banking is introduced. The entire system became more convenient and swift.

Time is given more importance than money.

In 1995, the Brookings Institution published a paper entitled “The Transformation

of the U.S. Banking Industry: What a Long, Strange Trip It’s Been.” Using a

breathtaking array of facts and figures, the paper described in great detail the

dramatic changes that had occurred in the U.S. commercial banking industry

over the 15 years from 1979 to 1994. The banking industry was transformed

during that period, according to the paper (p. 127), by “the massive reduction in

the number of banking organizations; the significant increase in the number of

failures; the dramatic rise in off-balance sheet activities; the major expansion in

lending to U.S. corporations by foreign banks; the widespread adoption of ATMs;

. . . and the opening up of interstate banking markets.” The paper went on to

explain that most of these major changes in banking could be traced to two

developments: (1) the extraordinary number of major regulatory changes during

the period, from deposit deregulation in the early 1980s to the relaxation of

branching restrictions later in the decade; and (2) clearly identifiable innovations

in technology and applied finance, including improvements in information

processing and telecommunication technologies, the securitization and sale of

bank loans, and the development of derivatives markets. Other research would

later confirm the paper’s assessments and its explanation of the course of events

in the banking industry over the period 1979–1994.

Over the two decades 1984–2003, the struct

ure of the U.S. banking industry indeed underwent an almost unprecedented

transformation—one marked by a substantial decline in the number of

commercial banks and savings institutions and by a growing concentration of

industry assets among a few dozen extremely large financial institutions. This is

not news. As mentioned above, the decline in the number of banking

organizations has been ongoing for more than two decades and has been well

documented in the literature.3 Nevertheless, a brief overview will serve to clarify

both the scope of the decline and the increasing concentration of assets among

the nation’s largest banking organizations

At year-end 1984, there were 15,084 banking and thrift organizations (defined as

commercial bank and thrift holding companies, independent banks, and

independent thrifts). By year-end 2003, that number had fallen to 7,842—a

decline of almost 48 percent (figure 1). Distributed by size, nearly all the decline

occurred in the community bank sector (organizations with less than $1 billion in

assets in 2002 dollars), and especially among the smallest size group (less than
$100 million in assets in 2002 dollars). Yet the community banking sector still

accounts for 94 percent of banking organization

2001

Branches 43%

ATM 40%

Phone Banking
14%
Internet 2%

Mobile 1%

2005
 Branches 17%

ATM 45%

Phone Banking
12%
Internet 25%

Mobile 1%

( % customer initiated Transaction by Channel )

 BUSINESS MIX

Total Deposits Gross Advances Net

Revenue

Retail Wholesale

• HDFC Bank is a consistent player in the private sector

bank and have a well balanced product and business

mix in the Indian as well as overseas markets.

• Customer segments (retail & wholesale) account for

84% of Net revenues ( FY 2008)

• Higher retail revenues partly offset by higher operating

and credit costs.

• Equally well positioned to grow both segments.

.
 COLOUR CODING OF FILES

DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others

In the HDFC BANK each department has their different color coding
apply on the different file. Due to this everyone aware about their

particular color file which is coding on it and they save their valuable

time. It is a part of Kaizen and also included in the system of the Five

‘S’. Logic behind it that , the color coding are always differentiate the

things from the similar one.

HUMAN RESOURCES
The Bank’s staffing needs continued to increase during the year

particularly in the retail banking businesses in line with the business

growth. Total number of employees increased from 14878 as of

March31,2006 to 21477 as of March 31, 2007. The Bank continues to

focus on training its employees on a continuing basis, both on the job

and through training programs conducted by internal and external

faculty.

The Bank has consistently believed that broader employee

ownership

of its shares has a positive impact on its performance and employee

motivation. The Bank’s employee stock option scheme so far covers

around 9000 employees.

 RUPEE EARNED - RUPEE SPENT

It is more important for every organization to know about from where

and where to spent money. And balanced between these two things

rupee earned and rupee spent are required for smooth running of

business and financial soundness. This type of watch can control

and eliminate the unnecessary spending of business. In this diagram

it include both things from where Bank earned Rupee and where to

spent.
HDFC BANK earned from the ‘Interest from Advances’ 51.14 % ,

‘Interest from Investment’ 27.12 %, bank earned commission

exchange and brokerage of 15.25 %. These are the major earning

sources of the bank. Bank also earned from the Forex and

Derivatives and some other Interest Income.

Bank spent 39.75 % on Interest Expense, 30.27 % on Operating

Expense and 14.58 % on Provision. Bank also spent Dividend and

Tax on dividend, Loss on Investment , Tax.

As we discuss above that balancing is must between these two for

every organization especially in the era of globalization where there

are stiff competition among various market players

 RECENT DEVELOPMENT

The Reserve Bank of India has approved the scheme of

amalgamation of Centurion Bank of Punjab Ltd. with HDFC Bank

Ltd. with effect from May 23, 2008.

All the branches of Centurion Bank of Punjab will function as

branches of HDFC Bank with effect from May 23, 2008. With RBI’s

approval, all requisite statutory and regulatory approvals for the

merger have been obtained.

The combined entity would have a nationwide network of 1167

branches; a strong deposit base of around Rs.1,22,000 crores and

net advances of around Rs.89,000 crores. The balance sheet size of

the combined entity would be over Rs.1,63,000 crores.

Merger with Centurion Bank of Punjab Limited

On March 27, 2008, the shareholders of the Bank accorded their

consent to a scheme of amalgamation of Centurion Bank of Punjab

Limited with HDFC Bank Limited. The shareholders of the Bank

approved the issuance of one equity share of Rs.10/- each of HDFC

Bank Limited for every 29 equity shares of Re. 1/- each held in

Centurion Bank of Punjab Limited. This is subject to receipt of

Approvals from the Reserve Bank of India, stock exchanges and

Other requisite statutory and regulatory authorities. The

shareholders

Also accorded their consent to issue equity shares and/or warrants

convertible into equity shares at the rate of Rs.1,530.13 each to

HDFC Limited and/or other promoter group companies on

preferential
basis, subject to final regulatory approvals in this regard. The

Shareholders of the Bank have also approved an increase in the

authorized capital from Rs.450 crores to Rs.550 crores.

Promoted in 1995 by Housing Development Finance Corporation

(HDFC), India's leading housing finance company, HDFC Bank is

one

of India's premier banks providing a wide range of financial products

and services to its over 11 million customers across hundreds of

Indian cities using multiple distribution channels including a pan-India

network of branches, ATMs, phone banking, net banking and mobile

banking. Within a relatively short span of time, the bank has emerged

as a leading player in retail banking, wholesale banking, and treasury

operations, its three principal business segments.

The bank's competitive strength clearly lies in the use of technology

and the ability to deliver world-class service with rapid response time.

Over the last 13 years, the bank has successfully gained market

share in its target customer franchises while maintaining healthy

profitability and asset quality.

As on March 31, 2008, the Bank had a network of 761 branches and

1,977 ATMs in 327 cities. For the year ended March 31, 2008, the

Bank reported a net profit of INR 15.90 billion (Rs.1590.2crore),

up 39.3%, over the corresponding year ended March 31, 2007.

As of March 31, 2008 total deposits were INR 1007.69 billion,

(Rs.100,769 crore) up 47.5% over the corresponding year ended

March 31, 2007. Total balance sheet size too grew by 46.0% to INR

1,331.77 billion (133177 crore). Leading Indian and international

Publications have recognized the bank for its performance and

quality.
Centurion Bank of Punjab is one of the leading new generation

private sector banks in India. The bank serves individual consumers,

small and medium businesses and large corporations with a full

range of financial products and services for investing, lending and

advice on financial planning. The bank offers its customers an array

of wealth management products such as mutual funds, life and

general insurance and has established a leadership 'position'.

The bank is also a strong player in foreign exchange services,

personal loans, mortgages and agricultural loans.

Additionally the bank offers a full suite of NRI banking products to

Overseas Indians. On 29th August 2007, Centurion Bank of Punjab

merged with Lord Krishna Bank (LKB), post obtaining all requisite

statutory and regulatory approvals. This merger has further

strengthened the geographical reach of the Bank in major towns and

cities across the country, especially in the State of Kerala, in addition

to its existing dominance in the northern part of the country.

Centurion Bank of Punjab now operates on a strong nationwide

franchise of 404 branches and 452 ATMs in 190 locations across the

country, supported by employee base of over 7,500 employees.

In addition to being listed on the major Indian stock exchanges,

the Bank’s shares are also listed on the Luxembourg Stock

Exchange.

c. Future of the industry:-

The burden of reporting and other regulatory requirements will fall heavily and

disproportionately on small banks unless remedial action is taken. Further

advances in information technology will permit the development of new products,

BANK, and risk-management techniques but may also pose important

competitive and supervisory issues. Nonbank entities will continue to

offer bank-like products in competition with banks, raising anew the question of

whether banks are still “special” and, more fundamentally ,whether banks are

sufficiently different from nonblank firms to justify the maintenance of a safety

net for banks. It is useful, therefore, to try to chart the course of the banking

industry in the next five to ten years and to consider what policy issues the

industry and regulators will face. The authors of this study do not pretend to be

clairvoyant. They are mindful of the many financial predictions that were

once offered with confidence but turned out to be wrong or premature. This study

is perhaps best described as an exercise in strategic thinking. Its approach is to

analyze what has happened in the recent past, consider in detail reasons for

expecting recent trends to continue or to change, and draw the consequences for

bank and regulatory policies. As always, uncertainties abound, and

events that may now appear fairly improbable may in fact shape the future. This

paper closeswith a discussion of a number of such possible events. The future-

of-banking study addresses three broad questions:

1. What changes in the environment facing banking can be expected in the next

five to ten years?

2. What are the prospects for different sectors of the banking industry in this

anticipated environment? Because the banking industry is not monolithic and

different segments of the industry have, to some degree, different opportunities

and vulnerabilities, the study considers separately the prospects for large,

complex banking organizations; regional and other midsize banks; community

banks; and limited-purpose banks.

3. What policy issues are the industry and regulators likely to face in the years

ahead? Separate consideration is given to

 CHAPTER-2
PROFILE OF THE
ORGANISATION

2.1 Origin of the Organization:-

Housing Development Finance Corporation Limited, more popularly known as

HDFC Bank Ltd, was established in the year 1994,

as a part of the liberalization of the Indian Banking Industry by

Reserve Bank of India (RBI). It was one of the first banks to receive an 'in

principle' approval from RBI,

for setting up a bank in the private sector. The bank was incorporated with the

name 'HDFC Bank Limited', with its registered office in Mumbai. The following

year, it started its operations as a Scheduled Commercial Bank.

HDFC Bank Limited. The Group's principal activities are to provide banking and

other financial BANK. The Group operates through four segments: Treasury,

Retail Banking, Wholesale Banking and Other Banking Business. The Treasury

BANK segment consists of net interest earnings on investments portfolio of the

bank and gains or losses on investment operations. The Retail Banking segment

serves retail customers through a branch network and other delivery channels.

This segment raises deposits from customers and makes loans and provides

advisory BANK to customers. The Wholesale Banking segment provides loans

and transaction BANK to corporate and institutional customers. The Other

Banking Operations segment provides BANK relating to credit cards, debit cards,

third party product distribution and primary dealership business and other

associated costs. The Bank was Incorporated on 30th August 1994. 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 wasreceived 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 (Nat west

Group) for subscribing 20% of the banks issued capital and providing technical

assistance in relation to the banks proposed banking business.

2.2 Growth and Development of the Organization:-

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 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.

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,

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.

2001

- The Bank has opened its first branch in Aurangabad. HDFC Standard Life

Insurance has entered into a memorandum of understanding with the Chennai-

based Indian Bank. The Bank has launched the international Maestro debit card

inassociation with Master Card. HDFC Bank will launch its credit card in June

through link-ups with MasterCard and Visa.LTtrade.com has entered into a

strategic tie-up with HDFC Bank to provide Net banking BANK to online

investors. Standard Chartered Bank, HDFC Bank and Bharat Petroleum

Corporation have joined the eCash Forum which has been set up by the Smart

Card Forum of India. HDFC Bank has launched a new campaign for its eage
savings account. HDFC Bank entered into a strategic tie-up with Tally Solutions

Pvt. Ltd. to offer online real time accounting BANK to small and Medium

enterprises.The Bank has opened four ATMs outlets in Bangalore at Coles Road,

RT Nagar, Rajaji Nagar and Jaya Nagar on March 26. HDFC Standard Life

Insurance has launched a `Development Insurance Plan' a low cost life insurance

product developed specifically to meet the needs of economically weaker

sections. Two Directors, Mr. S.S. Thakur and Mr. Amit Judge, have resigned

from the board of the bank effective from March 30. HDFC Bank files with US

regulators to list more than 11 million American Depositary Shares on the New

York Stock Exchange.

Today HDFC Bank has 1,412 branches and over 3,295 ATMs, in 528 cities in
[2]
India, and all branches of the bank are linked on an online real-time basis. As

of September 30, 2008 the bank had total assets of INR 1006.82 billion.[3] For the

fiscal year 2008-09, the bank has reported net profit of Rs.2,244.9 crore, up 41%

from the previous fiscal. Total annual earnings of the bank increased by 58%

reaching at Rs.19,622.8 crore in 2008-09.

2.3 Present Status of the Organization:-

March 2007 March 2008 March 2009

Citied 228 316 452

Branches 535 684 1412

ATMs 1323 1605 3275

Housing Development Finance Corporation Limited, more popularly known as

HDFC Bank Ltd, was established in the year 1994, as a part of the liberalization

of the Indian Banking Industry by Reserve Bank of India (RBI). It was one of the

first banks to receive an 'in principle' approval from RBI, for setting up a bank in

the private sector. The bank was incorporated with the name 'HDFC Bank

Limited', with its registered office in Mumbai. The following year, it started its

operations as a Scheduled Commercial Bank. Today, the bank boasts of as

many as 1412 branches and over 3275 ATMs across India. Amalgamation

In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a private

sector bank promoted by Bennett, Coleman & Co. / Times Group). With this,

HDFC and Times became the first two private banks in the New Generation

Private Sector Banks to have gone through a merger. In 2008, RBI approved the
amalgamation of Centurion Bank of Punjab with HDFC Bank. With this, the

Deposits of the merged entity became Rs. 1,22,000 crore, while the Advances

were Rs. 89,000 crore and Balance Sheet size was Rs. 1,63,000 crore.

Head Office

HDFC Bank

Ramon House, 169, Backbay Reclamation,

H T Parekh Marg, Churchgate

Mumbai - 400020

Phone: +91 (22) 66316000, 66636000, 66316060

Fax: +91 (22) 22048834

Website: www.hdfc.com

Tech-Savvy

HDFC Bank has always prided itself on a highly automated environment, be it in

terms of information technology or communication systems. All the braches of

the bank boast of online connectivity with the other, ensuring speedy funds

transfer for the clients. At the same time, the bank's branch network and

Automated Teller Machines (ATMs) allow multi-branch access to retail clients.

The bank makes use of its up-to-date technology, along with market position and

expertise, to create a competitive advantage and build market share.

Capital Structure
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5

billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of

equity share, the HDFC Group holds 19.4%. Foreign Institutional Investors (FIIs)

have around 28% of the equity and about 17.6% is held by the ADS Depository

(in respect of the bank's American Depository Shares (ADS) Issue). The bank

has about 570,000 shareholders. Its shares find a listing on the Stock Exchange,

Mumbai and National Stock Exchange, while its American Depository Shares are

listed on the New York Stock Exchange (NYSE), under the symbol 'HDB'

2.4 Functional Departments of the Organisation:-

The functional departments of the organization consists of the HR department,

the administrative department and the executive department. The HR department

of the organization consists of the people who employ the Persons who they

think would be able to do justice with the job handled.The administrative

department of the organization consists of the director and the manager of the

organization. They preside the organization and control all the operations of the

organization such that the organization could run in a smooth and effective

manner.The executive department of the organization consists of the various

employees Who execute the job undertaken by them. The employees consists of

the team leaders, the Corporate financial consultants,. the telecallers, various

staffs and junior staffs who are the main structural framework of the organization.

The organization thus runs with the effective coordination of the HR department,
the administrative department and the executive department such that the

supervisors of the organization preside over the subordinate employees to give

them directions about fulfilling their works most efficiently and effectively.

Technical Consultancy Department: The Technical Consultancy Department is

responsible for technical appraisal of industrial projects. The mission of the

division is aimed towards the verification of the technical viability of industrial

projects and assisting the Funds management in taking the decisions that require

technical expertise. Moreover, it is responsible for conducting technical studies

and rendering technical consultancy BANK to certain industrial sectors for the

purposes of investigating modern technologies and productivity levels for local

manufacturing plants.

H R Department:

HDFC Human Resources department plans and direct for the employee

population as well as they are having the following functions as:-

 Hiring

 Promotions

 Reassignments

 Position classification and grading

 Salary determination

 Performance appraisal review and processing

 Personnel data entry and records maintenance

  Policy development

 Work permitting immigration visa program

 Workers’ compensation

Finance Department:

The Finance Manager is responsible for all aspects of the accounting and

financial administration of the HDFC, the supervision of the implementation of the

HDFC financial policies, directives and procedures and the initiation of the

financial plans within the guidelines of HDFC The department contains several

distinct sections, each of which is responsible for a proportion of the activities

taking place within the finance department.

Marketing Consultancy Department:

The Marketing Consultancy Department plays and important role within the Fund

as it studies and analyzes marketing information in order to build solid base for

management decisions. The division also assists projects sponsors in

formulating solid marketing strategies to improve their industries and strengthen

their position in the local and international markets.

Research Department:
The Research Department is having the capacity to act through four composing

units i.e., the market research unit, economic studies unit, and statistical studies

unit. It is the mission of the division to provide support BANK for information and

consultancy to the senior management and division in the areas of economic,

statistical and marketing information and consultancy through data analysis,

processing of economic and statistical data, market research studies and

publishing related periodical reports.

2.5 Organization Structure and Organization Chart:-

The organization structure of the company HDFC is such that it comprises of the

departments and the employees in the hierarchical order so that they are able to

perform their functions and duties smoothly and effectively doing their job in a

manner in which it should be done. The organization is headed by the

administrative department which coordinates and controls the executive

department. The executive department is a link from the top and the bottom

comprising of the lower level employees such that they work together to fulfill the

common objective of getting business from the persons who get in touch with

them and see to it that they are provided with the best of the BANK which

constitute giving financial advise to providing Account to the customers. The

lower level employees and the corporate financial consultants work together to

see to it that the database for providing financial BANK to sufficient number of

people is made .They work together to see to it that this database is followed and

worked upon such that more and more number of people get themselves avail

the financial BANK of the organization. Team leaders who form the part of the
administrative department of the Organization make sure that the clients that turn

up for the financial BANK are dealt with most efficiently and effectively.

The organizational structure is well planned out and it follows a simple format

which is follows:

Organization Chart:-

Each team lead has a team comprising only of both senior as well as junior
market research analyst who aid the team lead in the entire market research

process as it has been discussed previously. This is the basic organizational

structure followed by HDFC BANK.

2.6 Product and service profile of the organization:-

HDFC Bank offers a bunch of products and services to meet the every need of

the people. The company cares for both, individuals as well as corporate and

small and medium enterprises. For individuals, the company has a range

accounts, investment, and pension scheme, different types of loans and cards

that assist the customers. The customers can choose the suitable one from a

range of products which will suit their life-stage and needs. For organizations the

company has a host of customized solutions that range from Funded services,

Non-funded services, Value addition services, Mutual fund etc. These affordable

plans apart from providing long term value to the employees help in enhancing

Goodwill of the company. The products of the company are categorized into

various sections which are as follows:

Personal Banking

Savings Accounts

Salary Accounts
Saving Accounts

Fixed Deposits

Demat Account

Safe Deposit Lockers

Loans

Credit Cards

Debit Cards

Prepaid Cards

Investments & Insurance

Forex Services

Payment Services

NetBanking

InstaAlerts

MobileBanking

InstaQuery

ATM

PhoneBanking
NRI Banking

Rupee Savings Accounts

Rupee Saving Accounts

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

Quick remit (North America, UK, Europe, Southeast Asia)

India Link (Middle East, Africa)

Coequal Lock Box

In today’s world many companies have emerged who have taken a serious note

on the importance of market research and he advantages of using it for the better

growth and development of the company. Hence, our competitors are those

company’s who are in the market research and development field as well as the

consultancies, since they also make use of market research and business

developers.

The products and BANK of our competitors are as follows:

A. Customer Satisfaction Analysis:

Customer analysis involves gathering data about the customers and their

characteristics. They also conduct tailored customer satisfaction surveys to

gauze customer satisfaction.

B. Risk

These BANK are used by the competitors in order to gather external information

and research the possible effect on the competitiveness of company.

C. Product Research BANK:

The conduction of extensive product research by this service helps the

competitors to find out the marketability of a product or service. The research can

be utilized to leverage the major decisions of a company on the marketing of its

products.

D. Advertising Research BANK:

Advertising research strives to gain valuable information about the effects and

reach of advertising the products in different forms of media.

Given below are the steps we follow for every assignment we

take up:
1. The timetable for the search is indicated and the search process commences.

2. Target companies are examined, using any prior information provided by

business development executives in conjunction with sources of information and

prospective companies already known to us, augmented with original study by

our search team.

3. We maintain a regular channel of communication with the client to keep them

apprised of the results emerging.

2.7 Market profile of the organization:-

HDFC Bank Limited provides various financial products and services. It operates

in three segments: Retail Banking, Wholesale Banking, and Treasury. The Retail

Banking segment provides various deposit products, including savings accounts,

current accounts, fixed deposits, and demat accounts. It also offers auto,

personal, commercial vehicle, home, gold, and educational loans; loans against

securities, property, and rental receivables; and health care finance working

capital finance, construction equipment finance, and warehouse receipt loans, as

well as credit cards, debit cards, depository, investment advisory, bill payments,

and transactional services. In addition, this segment sells third party financial

products, such as mutual funds and insurance, as well as distributes life and
general insurance products through its tie-ups with insurance companies and

mutual fund houses. The wholesale banking segment provides loans, non-fund

facilities, and transaction services to large corporate, emerging corporate, small

and medium enterprise, supply chain, public sector undertaking, central and state

government departments, and institutional customers. It offers deposit and

transaction banking products, supply chain financing, working capital and term

finance, agricultural loans, and funded, non-funded treasury, and foreign

exchange products. These segments services include trade services, cash

management, money market, custodial, tax collection, and electronic banking. In

addition, it provides correspondent bank services to co-operative banks, private

banks, foreign banks, and regional rural banks; and wealth management

products for non-resident Indians. The Treasury Services segment operates

primarily in areas, such as foreign exchange, money market, interest rate trading,

and equities. As of March 31, 2009, HDFC Bank had a network of 1,412

branches and 3,295 automated teller machines in 528 cities in India. The

company was founded in 1994 and is based in Mumbai, India.

In today’s growing world everyone needs to diversify their business so as to keep

in touch with the rapid development. By analyzing the growing concerns of the

market, HDFC has clients varying from investment banking sector, retail, web

designing companies, etc. Due to this rapid development HDFC Group has many

teams working for the above mentioned sectors.

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class

Indian Bank". We realised 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.

CHAPTER-3
DISCUSSIONS
ON
TRAINING

3.1 Student’s work profile

Role and Responsibilities:-

The work profile of the student or the roles and responsibilities that are being

handled by the student on his internship programmed at HDFC BANK.

The first day and during the first week of the internship programmed the new

employee of the HDFC BANK was welcomed by giving an induction programme

in order to make him understand his role and responsibilities during his stay in

the organization.

Being appointed as a Financial Corporate Consultant at HDFC BANK during the

internship programme my duty or the role is to meet 5 clients, collecting financial

health check, analyzing and giving them financial planning how their net asset

value will be increase and how they fulfill their short-term and long-term financial

goal so that it can be assessed that which ACCOUNT they need suiting their

financial obligations.

Leads and databases created by the students have to be used by them in order

to convince people of different age groups to take account according to their

needs and suitability.

• The student calls people according to the leads and database created by

him and convinces people to take the account.

During the absence of the recovery executives/collection executives, it will be

my duty and responsibility to meet the customers against payments apart from

my regular job profile and reporting the same to my team leader at HDFC BANK.

• To explain the customers how a particular account would help them to

make their lives more secure providing security to them.

• I use all the financial knowledge that has been given by the company

and I has as a MBA student and a student of Mar. so that the

customer realizes that he definitely needs to take a particular

account.

• Must educate the clients about risks and various possible scenarios so

that the clients don’t harbor unrealistic expectations.

3.2 Description of live experience:-

The office of HDFC BANK is blessed by brilliant and skilled professionals and

team leader who have the responsibility of handling the Financial Corporate

Consultants. The team leader provides the particular day’s plan of action and

then guide show to go about for executing the plan of action successfully .Till the

time a Financial Corporate Consultant is in the office he receives the valuable

suggestions and insights of the team leader. This prepares him for the day’s

Work and provides him the necessary directions to achieve not only the target of

the day but the target of the month. In the office the Financial Corporate

consultant make calls continuously to fix the follow-up appointments so that on

the basis of the financial health check collected by him and also getting the

follow-up appointments from the telesales she goes in the field for making up the

appointments. The financial corporate consultants provide the persons met the

basics of why he should take a particular ACCOUNT to provide to him.

CHAPTER-4

STUDY OF SELECTED
RESEARCH
PROBLEM
4.1 Statement of research problem:-

PROBLEM DEFINATION:

Sales Executives were with good background human being and through rigorous

process of recruitment but still not able to perform up to the expectation level of

company, HR is not able to sort out the problem why the performance is not

coming even after giving the full marketing support. The communication

technique and dealing with the customers is also a problem to the sales

executives.

4-2 OBJECTIVES OF RESEARCH PROJECT:

RESEARCH OBJECTIVES:

 T o find out the customer preferences while opening Savings A/c.

To study brand image of the bank.

To increase the business of the bank.

4.3 Research Design and Methodology

Primary data source: All the people from different profession were personally

visited and Interviewed. They were the main source of Primary data. The method

of collection of primary data was direct personal interview through a structured

questionnaire.

Secondary Data Source: It was collected from internal sources. The secondary

data was collected on the basis of organizational file, official records, news

papers, magazines, management books, preserved information in the company’s

database and website of the company.

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take

sample from the universe to know about its characteristics.

Sampling Units: Customers

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

SAMPLE SIZE:

My sample size for this project was 100 respondents. Since it was not possible to

cover the whole universe in the available time period, it was necessary for me to

take a sample size of 100 respondents.

RESEARCH LIMITATIONS:

It was not possible to understand thoroughly about the different marketing

aspects of the Financial Consultant within 60 days. As stipend, money was not

given it was difficult to continue the project work. All the work was limited in some

limited areas of Bangalore so the findings should not be generalized. The area of

research was Bangalore and it was too vast an area to cover within 60 days.

All the findings and conclusions obtained are based on the survey done in the

working area within the time limit. I tried to select the sample representative of

the whole group during my job training. I have collected data from people linked

with different profession at Bangalore.

 4.4 Data Analysis
Q 1:What is your Monthly Transaction in your account ?

Monthly transactions No. of respondents % (percentage)

5-20 lakhs 28 28%
20-40 lakhs 59 59%
40 lakhs and above 13 13%
Total 100 100%

Chart 1:

70%

60%

50%
05L- 20L
40%
20L - 40L
30% 40L - Above

20%

10%

0%
05L- 20L 20L - 40L 40L - Above

Analysis:

• 59% respondents gave their answer in 20-40 lakhs transactions.

• 28% respondents gave their answer in 0-20 lakhs transactions.

• 13% respondents gave their answer in 40 lakhs and above transactions.

Question 2

Do you have a Saving Account?

Response No. of respondents %

Yes 97 97%
No 3 3%

Chart 2:

3%

97%

Yes No

Analysis: 97% respondents have the saving accounts and only 3% do not have

saving account.
Question 3

In Which Bank?

Bank No. of respondents %

Kotak mahindra 3 3%
HDFC 33 33%
Co-operative 48 48%
ICICI 5 5%
Nationalized 31 31%

Chart 3

Kotak Mahindra
Bank, 3%
HDFC, 33%
Co- Operative
Bank, 48%

ICICI, 5%

Nationalized, 31%

HDFC ICICI Nationalized Co- Operative Bank Kotak Mahindra Bank

Analysis: 48% have saving account in co-operative, 3% in kotak mahindra, 33%

in HDFC, 5% in ICICI, and 31% in nationalized bank.

Question 4

Which Factors do you consider for opening a Savings Account?

 No. of respondents %
Accessibility 10 10
Minimum balance 20 20
DD/pay order 13 13
Free cheque 10 10
Debit card 8 8
Cash deposit 7 7
Cheque pick up 2 2
Net banking 16 16
Mobile banking 7 7
At per cheque 3 3
NEFT 2 2
RTGS 2 2
Total 100 100

Chart 4
 Accessibility
20
Minimum
18
balance
16 DD/pay order

14 Free cheque
12
Debit card
10
Cashdeposit
8

6 Cheque pickup

4 Net banking

2 Mobile banking
0
At per cheque
Analysis:

Respondents gave their answer NEFT

10% respondents gave their answer in accessibility, 20% Minimum balance, 13

% DD/pay order,10% Free cheque, 8% Debit card, 7% Cash deposit, 2%

Cheque pick up, 16% Net banking, 7% Mobile banking, 3% At per cheque, 2%

NEFT, 2% RTGS.

Question 5
Which mode of transaction do you avail of frequently?

Response No. of response %

Pay order 12 12
DD 22 22
Cheque 76 76
Total 100 100

Chart 5

Pay Order, 12%

DD, 32%

Cheque, 76%

Cheque DD Pay Order

Analysis:

12% Response in pay order, 32% like DD, and 76 % costumer want from cheque

mode.

Question 6
Which types of transaction do you make ?

Response No. of respondents %

Intercity 33 33

Outside city 15 15

Both 52 52

Total 100 100

Chart 6

Inter city, 33%

Both, 52%

e 15%
City
Outsid ,

Analysis:

33% account holder transaction intercity, 52 % Both, and 15% outside city.

Question 7
Does your bank assist you in case of any problem?

Response No. of respondents %

Yes 90 90
No 10 10
Total 100 100

Chart 7

10%

90%

Yes No

Analysis:

90% say yes bank will assist you in case of any problem, only 10% say no.

4.5 Summary of Findings

 The final draft of the questionnaire was prepared on the basis of the

observations from the pilot study. These were then finally filled by 50

customer, for the conclusive study.

Finally the data collected was fed into the data analysis to be analyzed using

statistical techniques.

Types of Primary Data collected:

Socioeconomic Characteristics:

characteristics are sometimes called “states of being” in that they represent

the type of people. The factors on which we are working are occupation.

Monthly transaction is also an important parameter but it is difficult to verify.

Although the amount of money that business unit earns in a month is an

absolute, not a relative quantity but it is a sensitive topic in our society and it

is difficult to determine.

Attitudes/Opinions:

Through the questionnaire we have tried to get hold of business preference,

inclination and requirement. Attitude is an important notion in the marketing

literature, since it is generally thought that the attitudes are related to the

behavior of businessmen.
Motivation:

Through the questionnaire we have tried to find the hidden need or want of

businessmen and have tried to find if these people can be tapped as the potential

customer for HDFC Bank.

Behavior:

Behavior concerns what subjects have done or are doing. Through the

questionnaire we have tried to find out the behavior of the individuals regarding

the product and their responses. If the responses are favorable then the person

can be said to be our potential customer. The primary data serves as an

important tool to measure the behavioral trend of the customer. It helps in

answering some of the vital Questions.

Obtaining the Primary Data:

The data collection was primarily done through communication. Communication

involves questioning respondents to secure the desired information, using a data

collection instrument called questionnaire. The questions were in writing and so

were the responses.

Versatility:

It is the ability of a technique to collect the information on the many types of

primary data of interest to marketers. It has also been found that some of the
people do not answer truthfully to all the questions especially in the case of the

personal details

CHAPTER 5
SUMMARY
AND
CONCLUSIONS

5.1Summary of Learning Experience

 Almost all the Banks offer similar features and facilities with their Savings

accounts. There are certain reasons for existing customers of Saving Account

of any Bank to shift to another Bank.

The level of service in terms of delivering whatever is promised, fast response

in case of problems, is the most important benefit that the customers seek,

from the Bank they have a Saving Account with.

1. Network reach and visibility of a Bank is a very important criterion for the

customer while opening a Saving Account. We can also conclude from our

analysis that network reach in terms of Branches and ATMs is directly

proportional to the market share in case of Private Players.

2. In case of a new customer, if a bank approaches it first for opening a

Saving Account with them, then there is a good chance for the bank of

getting many future businesses and cross sales from the deal.

3. Aggressive Marketing is the key to increasing the market share in this

area, since the market has a lot of potential both in terms of untapped

market .

Conclusions and Recommendations

1. Contract Sales Executive (CSE) should be trained to explain the product

features and its value added services to make customer’s product

selection convenient.
2. Contract Sales Executive (CSE) should recommend right product to the

right customer so as to ensure a high degree of satisfaction among the

customer.

3. The bank needs to make people aware about there products and the

basic benefits they can derive out of it. And also the differential features

of its savings account as compared to other banks.70% of the people did

not even know about the concept, benefits and features of its saving

accounts.

4. The bank should also target small business unit for whom maintenance of

the AQB is not a problem as this segment is not much penetrated.

5. Though the bank offers free doorstep banking once a day this fact is also

not known to many customers or they still do not trust this service what

ever the reason the bank can popularize this service to gain an edge over

nationalized banks and Co-operative Banks.

6. Quality of service has been rated highly important by all demofigureic

factors as a reason for banking with a particular bank, Standard

Chartered needs to improve the services provided to its existing

 customers before attracting more in the future and use word of mouth as

a promotional tool to increase the sales potential of its savings account.

LIMITATIONS

Some of the limitations of the project are listed as below:

1. The time bound period is the major limitation in research projects.

2. Due to the financial and time constraints a cluster analysis of the

population so as to get better results was not feasible.

3. The research conduct in Bangalore city only.

4. It was difficult to break the ice with the common people initially. It was a

daunting task to convince them to fill in the personal details of the

questionnaire where they have to mention the monthly income, occupation

etc.

5. To convince the people for a proper interviewing process is also difficult.

6. Compilation of data on competitor analysis was difficult due to non-

availability of correct information.

7. The figures have been taken as approximations.

QUESTIONNAIR
E-
Name of Respondent

_________________________________

Contact No.

_______________________

1. Monthly Transaction?

________________________________________________
2. Do you have saving Account?

(a) Yes (b) No

3. If Yes Which bank’s-

o ICICI

o HDFC

o Kotak Mahindra Bank

o Nationalized

o Other Banks _________________

o Co-Operative Banks___________________

4. Which Factors do you consider for opening a saving Account

Cheque Pick up
o Accessibility o Net Banking
o Mobile Banking
o At Par Cheques
o Minimum Balance o NEFT
o RTGS
o DD/ Pay Order

o Free Cheque

o Debit Card
 o Cash Deposit

5. Which mode of transaction do you avail frequently?

(a) Cheque ( b) DD (c) Pay Order

6. Which type of transaction do you made

(a) Inter city (b) Intra city (c) Both

7. Does your bank assist you in case of any problem

(a) Yes (b) No

8.. What are the additional Benefits do you expect from a Saving Account?

_______________________________________________________________

_______________________________________________________________

_______________.
 Date___________________ Place__________________

Signature

BIBLIOGRAPHY
1.BOOKS & AUTHORS
· Marketing Management

2. NEWS PAPERS

· Times of India

· Financial Express

3. WEBSITES

· www.hdfcbank.com

www.google.com