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A PROJECT REPORT ON MARKETING STRATEGY FOR CASA (CURRENT ACCOUNT & SAVING ACCOUNT) FOR SUBMITTED TO INDIRA COLLEGE OF COMMERCE AND SCIENCE IN PARTIAL FULFILMENT OF BACHEOLOR OF BUSINESS ADMINISTRATION BBA

SUBMITTED BY
PREETAM MARATHA 2011-12

Acknowledgement
I would like to thank from the bottom of my heart to all individuals that have helped me during the course of this project. I would like to thank all individuals for their professional and personal help that was provided to me during the project. First of all I would like to thank INDIRA COLLEGE OF COMMERCE AND SCIENCE, the institute where I am pursuing BBA. The Professor, ABHIJEET CHAVAN for providing me with this unique opportunity and for his guidance and teaching in the field of Market Research. I would like to thank all our professors that have helped me in learning the importance of various aspects of management. I would also like to thank all the individuals that helped me during the course of the project.

INDEX Topic Page no.

1) Executive Summery ------------------------------- 04 2) Bank profile----------------------------------------- 05 I) Products in C.A ------------------------------ 20 II) Products in S.A ------------------------------ 21 3) Objective of the project--------------------------- 29 4) Methodology of study----------------------------- 32 5) Questionnaire--------------------------------------- 34 6) Data Interpretation--------------------------------- 40 7) Data Analysis and findings----------------------- 60 8) Suggestions---------------------------------------80

9) Conclusion------------------------------------------ 81 10) Limitations ----------------------------------------- 82 11) Bibliography ------------------------------------- 83

Executive Summary
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 and the bank was opened by the then finance minister Mr. Manmohan Singh. 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. The Bank opened its first branch in Ramon House at Church gate, Mumbai on January 16th 1995. Subsidiaries and associate companies of HDFC include HDFC Bank HDFC Mutual Fund, HDFC Standard Life Insurance, HDFC Realty HDFC Chub General Insurance Company Ltd. Intel net Global Services Ltd. and Credit information Bureau (India) Limited. HDFC Bank offers various products for retail customers. It provides the customers with Savings and Current Accounts, Fixed deposits loans and credit and debit cards. It also provides with Investment, payment, Forex and insurance services. HDFC Bank has gone on to win several awards right from the best bank in private sector to best bank in the country. It has received awards from NASSCOM, Economic Times, Business Today, Forbes Global, Business World, Asian Bankers Excellence award and many others. HDFC Bank is one of the major players in the corporate accounts segment in the country. In PUNE there are three major players in the corporate account segment; viz. Citibank, ICICI Bank and HDFC Bank. PUNE is known as the one of the Information Technology hub of India, and therefore these IT equipped organizations and software companies and also some small corporate were the focus of the study. The study was about these organizations and the relationship that they share with the bank that provides them with the corporate accounts for their employees. The study was also to check the willingness of the organizations to go to a new bank if the bank provided them with better products and services. 4

BANK PROFILE HDFC The Organization

Background
HDFC was incorporated in 1977 with the primary objective of meeting a social need that of promoting home ownership by providing long-term finance to households for their housing needs. HDFC was promoted with an initial share capital of Rs. 100 million.

Business Objectives
The primary objective of HDFC is to enhance residential housing stock in the Country through the provision of housing finance in a systematic and professional Manner, and to promote home ownership. Another objective is to increase the flow of resources to the housing sector by integrating the housing finance sector with the overall domestic financial markets.

Organizational Goals
HDFCs main goals are to a) Develop close relationships with individual households, b) Maintain its position as the premier housing finance institution in the country, c) Transform ideas into viable and creative solutions, d) Provide consistently high returns to shareholders, and e) To grow through diversification by leveraging off the Existing client.

Subsidiary and Associate Companies

The subsidiaries of HDFC consists of 1. HDFC Bank 2. HDFC Mutual Fund 3. HDFC Standard Life Insurance Company 4. HDFC Realty 5. HDFC Chubb General Insurance Company Limited. 6. Intel net Global Services Limited 7. Credit Information Bureau (India) Limited

Other Companies Co Promoted by HDFC

i. HDFC Trustee Company Ltd. ii. GRUH Finance Ltd. iii. HDFC Developers Ltd. 6

iv. HDFC Venture Capital Ltd. v. HDFC Venture Trustee Company Ltd vi. HDFC Securities Ltd. vii. HDFC Holding Ltd. viii. Home Loan Services India Pvt. Ltd.

HDFC Bank
The Organisation.
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 liberalisation 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 on 16th January 1995. In the year 1998 HDFC Bank had tied up with the Ahmadabad Stock Exchange (ASE) to act as its clearing bank.

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. 7

Authorised Capital
The authorised capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The paid-up capital is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds 22.1% of the bank's equity and about 19.4% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Roughly 31.3% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 190,000 shareholders. The shares are listed on the The Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol "HDB".

Times Bank Amalgamation

In a milestone transaction in the Indian banking industry, Times Bank Limited (another 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.

Management
Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and 8

commercial banking. Senior executives representing HDFC are also on the Board. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength .The management consists of the Chairman Mr Jagdish kapoor and 9 other Directors that assist him in achieving objectives of the bank. i. Mr. Jagdish Kapoor ii. Mr. Aditya Puri iii. Mr. Keki M. Mistry iv. Mr. Vineet Jain v. Dr. Venkat Rao Gadwal vi. Mrs. Renu Karnad vii. Mr. Arvind Pande viii. Mr. Bobby Parikh ix. Mr. Ranjan Kapur x. Mr.Ashim Samanta

Corporate Governance
HDFC Bank recognizes the importance of good corporate governance, which is generally accepted as a key factor in attaining fairness for all stakeholders and achieving organizational efficiency. This Corporate Governance Policy, therefore, is established to provide a direction and framework for managing and monitoring the bank in accordance with the principles of good corporate governance. 9

Code of Corporate Governance

The bank believes in adopting and adhering to the most superior corporate governance practices and continuously benchmarking itself against each such practice in the industry. The bank understands and respects its fiduciary role and responsibility to shareholders and continually strives to fulfill their expectations. We strongly believe that the best board practices, transparent disclosures and shareholder empowerment are necessary for creating shareholder value. The bank has infused the philosophy of corporate governance in all its activities. The philosophy on corporate governance is an important tool for shareholder protection and maximization of their long term values. The cardinal principles such as independence, accountability, responsibility, transparency, fair and timely disclosures, credibility etc. serve as the means for implementing the philosophy of corporate governance in letter and in spirit.

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 Flex cube, while the Retail Banking business by Fin ware, both from I-flex Solutions Ltd. The systems are open, scalable and web-enabled. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in webenabling 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. 10

Ratings
Credit Rating
HDFC Bank has its deposit programme 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 investment risk". 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 "AAA (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 one of 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.

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The Social Initiative

The year 2004-05 saw HDFC making renewed efforts in fulfilling its social commitments by way of several ongoing as well as new initiatives. The latter included innovative financing of slum up-gradation and low-income housing projects, dialoguing with key stakeholders on policy issues, responding to the tsunami tidal wave disaster and staff volunteering and participation in varied community development activities. HDFC also gained special recognition for its corporate social responsibility (CSR) function in the form of winning The Economic Times Corporate Citizen Award for 2003-04.

Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 531 branches spread over 228 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 has a strong and active member base. The Bank also has a network of about over 1054 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

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Wholesale Banking Services

The Bank's target market ranges from large, blue-chip manufacturing companiesIn the Indian corporate to the small & mid-sized corporate 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 corporate 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, Net Banking 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. 13

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 establishment.

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 liberalisation of the financial markets in India, corporate 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

Products and Services HDFC Bank

Product range: The following is the product range offered at HDFC: While various deposit products offered by the bank are assigned different names, the deposit products can be categorised broadly into the following types. Definition of major deposit schemes are as under: -

1. Demand deposits: "Demand Deposits" means a deposit received by the bank which is withdraw able on demand;

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a) Savings Account: "Savings Deposits" means a form of Demand Deposit which is subject to restrictions as to the number of withdrawals as also the amounts of withdrawals permitted by the bank during any specified period; HDFC provides with saving bank account with the usual facilities, and one also gets a free ATM card, interbranch banking, bill payment facilities, phone banking and mobile banking. 2. Term Deposits: "Term Deposit" means a deposit received by the bank for a fixed period withdraw able only after the expiry of the fixed period and includes deposits such as Recurring / Double Benefit Deposits / Short Deposits / Fixed Deposits / Monthly Income Certificate / Quarterly Income Certificate etc. 3. Notice Deposit: ''Notice Deposit'' means Term Deposit for a specific period but which can be withdrawn on giving at least one complete banking days notice. 4. Current Account: "Current Account" means a form of Demand Deposit wherefrom withdrawals are allowed any number of times depending upon the balance in the account or up to a particular agreed amount and will also include other deposit accounts which are neither Savings Deposit nor Term Deposit; The account holder gets a personalized cheque book, monthly account statements, and Inter-branch banking. 5. Corporate Account: These are more commonly known as Salary Accounts. These are account in HDFC bank with zero balance. These are given to salaried people. These accounts are opened by the employer for the employees to deposit the salary of the employee directly to the account.

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6. HDFC Bank Preferred: A preferential Savings Account where in, one is assigned with a dedicated Relationship Manager, whos youre the one point contact. One also get privileges like fee waivers, enhanced ATM withdrawal limit, priority locker allotment, free Demat Account and lower interest rates on loans. 7. Sweep-In Account: A Fixed Deposit linked to ones Savings Account. So, even if ones Savings Account runs a bit short, one can issue a cheque (or use ATM Card). The money is automatically swept in to ones Savings Account from ones Fixed Deposit Account. The excess funds in the account are directly transferred to the fixed deposit account of the account holder. 8. Super Saver Account: It gives one an overdraft facility up to 75% of ones fixed deposit. In an emergency, you can access your funds while your fixed deposit continues to earn high interest. 9. HDFC Bank Plus: Apart from Regular and Premium Current Accounts HDFC also has HDFC Bank Plus, a Current Account and then something extra for the HDFC bank customers. One can transfer up to Rs. 50 lakh every month at no extra charges, between the four metros. One can also avail cheque clearing between the four metros, get cash delivery/pick-up up to Rs. 25000/-, home delivery of demand drafts, at-par cheque, outstation cheque clearing facility, etc. 10. Demat Account: One can conduct hassle-free transactions on the stock market for ones shares. The shares held by the customer are protected from damage, loss and theft, by maintaining these shares in electronic form. This account can be accessed through Internet too.

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11. Loans: There are a variety of loan schemes offered like personal loans, new car loans, used car loans, loan against shares, consumer loans, two wheeler loans, and home loans. These are available with easy payback in monthly instalments. Loans are sanctioned with easy documentation and quick delivery.

Services offered
Following are the services offered at HDFC bank for its esteemed customers I. Phone Banking: Round the clock automated banking services with 39 phone banking numbers available as customer help-line. A customer can call in any time and get help no matter where he may be without any time barrier. II. ATM banking: all year round. HDFC bank brings 24-hour banking for it customers. Apart from routine transactions, you can also pay your utility bills and transfer funds, at any of our ATMs across the country. III. Mobile Banking: A customer can access his account on mobile phone at no extra air-time cost. Ones banking transactions are just an SMS away. IV. Inter-city/Inter-branch Banking: One can access ones account from any of the HDFCs 347 branches in 174 cities. Other than that the customer can access their accounts at any of the ATM canters across the country.
V. International

Debit Card:

An ATM Card one can shop with all over the country and in over 140 countries other than India. One can spend any currency depending on the

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country he/she is in, and have the money in rupees in the account here in India. VI. International Credit Cards: HDFC Bank credit cards whether Silver, Gold or Health plus Credit Cards are accepted worldwide. If one has outstanding balance on ones other credit card, one can transfer that balance to this card at a lower interest rate. VII. Mutual Funds: Apart from a wide choice of mutual funds to suit any consumer needs, one benefit from expert advice on choosing the right funds based on in-depth market analysis by experts. VIII. NRI Services: A comprehensive range backed by unmatched features and world-class service ensures NRIs all the banking support they need. IX. Utility Payments made easy: One can pay utility bills like telephone bills, electricity bills and mobile phone bills through our ATMs, Internet, phone or mobile phone. Gone are the days when one stood in long queues and wrote cheque. X. FOREX Facilities: Avail foreign currency exchange, travellers cheques, and foreign exchange demand drafts to meet your needs while travelling abroad. XI. Insurance: HDFC bank also brings you Life Insurance and Pension Solutions like Risk Cover Scheme, Savings scheme, Childrens plan and personal plan from HDFC Std. Life Insurance Company Limited.

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Products of HDFC bank in current account

Type of current AQB A/c Non maintenance charge Cheque leaf Cash deposition

Regular Premium Trade Flexi Plus Max Apex

10,000 25,000 40,000 75,000 (AMB) 1,00,000 5,00,000

750 900 1200 1500 1500 5000

2 Rs/leaf 100 leafs free 200 leafs free 100 leafs free 500 leafs free 500 leafs free 500 leafs free

2,00,000 3,00,000 5,00,000 10,00,000 10,00,000 50,00,000 1,00,00,000

10,00,000 15000

Cheque bounce charge -350/Repeat cheque bounce-850/Price range of the HDFC products (current account) varies from 10,000/- to 1,00,00,000/- it indicates that HDFC makes available in even smaller price which is affordable for small scale industries also and it is also affordable for those of smaller shops /institutes.

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Products of HDFC bank in saving account

Type of saving account Kids Regular Max Senior citizen Classic Preferred Imperia AQB Non maintenance charge 200 350 750 200 850 950 15,000 100 cheque leafs free per annum Cheque leafs

5,000 10,000 25,000 5,000 1,00,000 2,00,000 10,00,000

Cheque bounce charge -350/Repeat cheque bounce-850/-

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Loans provided by bank

Loan type
Home loan Car loan Business loan Loan against property Personnel loan

Interest rate
8.75% 10.5% 16-30% 11-16% 16-30%

HDFC bank provide home loan in competitive interest rates and other loans also.

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Documents requirement for opening the account Proprietorship firm

1.Shop act (two entity proof). 2.Pan card (tan card). 3.Account opening cheque. 4.One photo of the owner.

Partnership firm
1.Shop act. 2.Firm pan card/ID-adress proof of partners. 3.Parnership deal letter. 4.Mode operation letter. 5.Authority signatory. 6.Two photos of each partner. 7.Account opening cheque.

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 Private ltd. firms

1.Shop act. 2.Certificate of incorporation. 3.M.O.A ,A.O.A. 4.Latest list of directors. 5.Firm pan card. 6.Authority signatory with pan card. 7.One photo. 8.Account opening cheque.

Saving account
1.ID proof . 2.Local address proof. 3.One photo. 4.Account opening cheque.

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Financials
Net Profit for HDFC went up by 83.8% at Rs.503.2 million as compared to Rs.273.8 million. Net Margins improved by a 330 basis point from 10.5% in FY05 to 13.8% in significantly by 78.3% from Rs 18.9 in FY05 to Rs 33.3 in FY07. Operating revenues increased to Rs. 3,625.0 million from Rs. 2,571.3 million in FY05, representing a Y-o-Y growth of 41%. The company witnessed 62% Y-o-Y growth in UTG Vertical and 26% growth in EMI Vertical. Operating profit grew by 44% from Rs 466.5 million in FY05 to Rs. 671.9 million. Operating margins improved by a 40 basis point from 18.1% in FY05 to 18.5% in FY06.While the institution registered yet another 30% YoY growth in approvals and 28% YoY growth in disbursements, a quantum leap in profit on sale of investments have added to its profitability. While the institution sustained the trend of 30% YoY growth in assets and 20% YoY growth in bottomline, a quantum leap in dividend from subsidiaries has added to its profitability. Margins and operating efficiency continue to be in line with HDFCs corporate policy. Leading private sector life insurance major HDFC Standard Life has recorded a strong YoY growth of 112 per cent in FY 07, with new business first year premium touching Rs 1,029 crore, stated a release issued here today. Major Growth Events for the FY 07

During Q4 FY07, the company signed the following major contracts

(a) Contract with GE Energy to provide geospatial data management services for Swiss COM Fix net over a period of three and half years and

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(b) Contract with Los Angeles County to provide Digital Aerial Imagery Services to 26 State and Local Governments Consortium within the County. InfoTech launched several new service offerings in both UTG and EMI verticals during the year. These include piping and instrumentation (UTG); and marine vertical practice, interiors and seating, signalling and interlocking, aerospace structures, and validation and verification (EMI).

Substantial new client additions and long-term relationships with existing marquee clients to boost future revenue growth
During FY07, the company set up dedicated design centres for major clients including Hamilton Sundstrand, Alston Transportation, Boeing, Airbus, KPN Telecom etc., strengthening several long-term relationships. 40 new clients were added during FY2007, 19 in the UTG vertical and 21 in EMI vertical. Of these, 10 new clients were added duringQ4FY07; 6 in UTG and 4 in EMI. Significant ramp-up of critical massInfoTech expanded its human resources by 1,546 and employed 3,978 associates at the close of FY07 from 2,432 associates in FY05.Majority of the hiring were focused on lower experience resource, resulting in reduction in employee cost as a proportion of revenue from 47.2% in FY05 to 46.8% in FY07. Average utilization rate was fairly constant at 75% levels Y-o-Y.

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Accolades
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". They realised that only a single-minded focus on product quality and service excellence would help them get there. Today, HDFC can proudly say that they are well on our way towards their goal.

i. London-based Euro money magazine gave us the award for "Best Bank India" in 1999, "Best Domestic Bank" in India in 2000, and "Best Bank in India" in 2001 and 2002.

ii. In 2003, Forbes Global named HDFC in its ranking of "Best under a Billion, 200 Best Small Companies for 2003".

iii. Leading Indian business magazine Business Today in a survey rated HDFC "Best Bank in India" 2003, and "Best Private Sector Bank" in India in 1999.

iv. The Asian Banker Excellence Retail Banking Risk Management Award in India for 2004.

v. The Asian Banker Excellence Retail Banking Risk Management Award for 2004. vi. Economic Times Awards - "Company of the Year" Award for Corporate Excellence 2004-05.

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vii. The Business Today-KPMG Survey published in the leading Indian business magazine Business Today has named HDFC Bank "Best Bank in India" for the third consecutive year in 2005.

viii. HDFC Bank named the "Most Customer Responsive Company Banking an Financial Services in The Economic Times - Avaya Global Connect Customer Responsiveness Awards 2005".

ix. The Asset magazine named HDFC Bank "Best Cash Management Bank" and "Best Trade Finance Bank" in India, in 2006.

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Objective of The Project

Exposing the young prospective executive to the actual business industrial environment not only broaden their horizon but also helps them to effectively grasp the various angels of business. That will beneficial for them when they actually come to occupy the execrative position. It is an aim that practical training of small duration obviously had been made valuable and indispensable of the BBA degree. Hence the objective of the project is:

1. To get the practical knowledge about the market research.

2. To find prospective customer for the HDFC bank and to find the product potential in the market.

3. To find out how can the product is mostly preferred by the customer.

4. To make customer informative about the technology offered.

5. To make recommendation and suggestion about the scope and Feasibility for HDFC product.

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Objective of study
Primary: 1. Analysis and evaluation of customer s satisfaction with respect to product performance. 2. How the product can bring in the market and how that product can cover the market 3. To determine the main characteristic which customers look upon while purchasing and selecting the product? 4. To determine the other brand those are competing with the same product rang.

Secondary: 1. Service level and channel associate approach. 2.Market covered by the companies existing product. 3. To find the level of brand awareness. 4. To find out the company market share.

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Scope of study
i. Special area to be focused for increasing the sales and for sales promotion activities to be adopted.

ii. To make product more innovative and easy to understand.

iii. For providing maximum satisfaction to the customer by knowing their needs and requirement about product and services.

iv. Steps to be taken at present for survival and facing the competition with other equivalent product.

v. Continues improvement and for better management.

vi. Maintaining good relation between manager and customer.

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Methodology of the study

Research Methodology
Research as a mean of getting knowledge can be carried out either arbitrarily or in a systematic fashion. It is a purposive investigation. Research may be a mean to know the small change and time forced upon us as individual or as a society. Research as process involves defining the problem, formulating the hypothesis, organizing and evaluating the data, deriving inference and conclusion after careful testing.

Data Collection
As data is required for any research activity, it is collected (for those Both the Primary and Secondary) as follows:

Primary Data:
I have collected this data through discussion with Customer and from the Company director (daily sales report). 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:
This data is collected from different sources available consolidated from book publication reports, websites where used as a source of secondary data in order to do this project and to collect necessary data. I have used the manuals and leaflets of the bank

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Sampling plan
During the marketing research I have selected total number of samples as,150 out of which 100 samples are of saving accounts and remaining 50 samples are for current account .means during the conduct of summer training project I have visited 100 individuals for saving account and 50 companies/organizations/firms/institutes/shops for current account.

Type of account Saving account Current account Individuals 100

No of samples

Companies/shops..etc 50 150

Total number of samples

Area at which survey has done

1.Akurdi 2.Pimpri 3.Wakad 4.Chinchwad 5.Ksb Chowk

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Questionnaire
For saving account
Name of the person:------------------------------------Age:___________

Adress:---------------------------------------------------- Gender :_______ ---------------------------------------------------Occupation:---------------------------------------------Mobile no.:-----------------------------------------------

Q.1.Do you have bank account? A. Yes B.No

If Yes,in which bank? A. ICICI B. HDFC C. Axis Bank D. Other

Q.2 Why did you choose this bank? A.AQB is low B.Good service C.Near to home D.Other, please specify-------------------Q.3 How much money would you save per month? A.0-1000/B.1000-3000/-

C.3000-5000/-

D.5000<

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Q.4 Are you satisfied with the services provided your bank? A.Yes B.No

Q.5 Does your bank give quick response to your quarry? A.Yes B.No

Q.6 What is your prime requirement in opening the current account OR saving account? A. Zero balance B. ATM network C.Availability of branches D.other ,please specify----------------------------------Q.7 What do you think,the criteria kept by bankers to open account is good or bad? A.Good B.Bad

Q.8 Would you like to change your bank account in other bank in near future? A. Yes If yes,then Q.9 Why would you like change your bank account to other bank? A.Poor Service B.Huge non-maintainence charge. C.Limited transaction D.Other,Please specify------------------------Q.10 What factor influence on you to open the account ? A. AQB / AMB B. Availability of branches/ATMs B.No

C. Services

D .Other, please specify---------------

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Q.11How do you rank the following banks ?

Name the bank of

Rank 1

Rank 2

Rank 3

Rank 4

Rank5

ICICI HDFC AXIS UTI Q.12 What kind of services do you accept from the banks? A. Zero balance account B.Unlimited transaction C.Cheque pick-up facilities D. Other,please specify-------------------------------

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For current account

Name of the company:-------------------------------------

Adress:------------------------------------------------------------------------------------------------------Gender :________ Contacted person :-------------------------------------Age:___________ Occupation:---------------------------------------------Mobile no.:-----------------------------------------------

Q.1.Do you have bank account? A. Yes B.No

If Yes,in which bank? A. ICICI B. HDFC C. Axis Bank D. Other

Q.2 Why did you choose this bank? A.AQB is low B.Good service C.Near to home D.Other, please specify-------------------Q.3 How much money would you deposite in your bank per month? A.0-10000/B.10000-30000/-

C.30000-5000/-

D.50000<

Q.4 Are you satisfied with the services provided your bank? A.Yes B.No 36

Q.5 Does your bank give quick response to your quarry? A.Yes B.No

Q.6 What is your prime requirement in opening the current account OR saving account? A. Zero balance B. ATM network C.Availability of branches D.other ,please specify----------------------------------Q.7 What do you think,the criteria kept by bankers to open account is good or bad? A.Good B.Bad

Q.8 Would you like to change your bank account in other bank in near future? A. Yes If yes,then Q.9 Why would you like change your bank account to other bank? A.Poor Service B.Huge non-maintainence charge. C.Limited transaction D.Other,Please specify------------------------Q.10 What factor influence on you to open the account ? A. AQB / AMB B. Availability of branches/ATMs B.No

C. Services

D .Other, please specify---------------

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Q.11How do you rank the following banks ?

Name the bank

of

Rank 1

Rank 2

Rank 3

Rank 4

Rank5

ICICI HDFC AXIS UTI Q.12 What kind of services do you accept from the banks? A. Zero balance account B.Unlimited transaction C.Cheque pick-up facilities D. Other,please specify-------------------------------

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Data Interpretation For Saving account

Q.1 Graph no.1

70% 60% 50% 40% 30% 20% 10% 0% Yes No 30% 70%

Interpretatition: 70% people have their account in corporate banks and remaining 30%people dont have account in corporate banks means these 30% people are satisfied with nationalize banks.

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Q.1 Graph no. 2

39% 40% 30% 20% 10% 0% ICICI HDFC Axis other 32% 29% 20%

Interpretation: Almost 39% of market has covered by ICICI bank ,then followed by HDFC bank i.e 32%.from the graph we can see that Axis bank is big competitor of HDFC bank .Its market share is 29%.The remaining 20% people have their account except these three banks.

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Q.2 Graph No.3

80% 70% 70% 60% 50% 40% 30% 20% 20% 10% 10% 0% 0% AQB low Good service Near to home Other

Interpretation: From the graph we can say that most of the people i.e 70% have their account in their respective only because of these banks provides them a good service.only few(20%) people have opened their account only because of these banks are near to their home.and only 10% of people have their account in their respective bank due some other reason.

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Q.3 Graph No.4

20%

15%

0-1000 1000-3000 25% 3000-5000 more than 5000

40%

Interpretation:20 % of people saves 0-1000/- per month ,25% saves 1000-3000/- per month,40% people saves 3000-5000/- per month and remaining 20% of people saves more than 5000/- per month.

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Q.4 Graph No.5

70% 60% 50% 40% 60% 30% 40% 20% 10% 0% Yes No

Interpretation: 60%customer are satisfied with services provided by their bankers and 40% are not satisfied with services provided by their bank.

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Q.5 Graph No.6

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 25% 75%

Interpretation: 75% people says that their banker take quick action on customer quarry,and 25% says their bankers never take quick action against customer quarry.

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Q.6 Graph No.7

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% zero balance ATM Network Availability of branches Other 20% 100% 85% 70%

Interpretation: Customers prime requirement is to have account with zero balance then followed by ATMs network then availability of branches then other things.

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Q.7 Graph No. 8

80% 70% 60% 50% 40% 30% 20% 10% 0% Good Bad 25% 75%

Interpretation:25 % customers are happy with the criteria kept by bankers to open the account is good but most of the customers are i.e 75% are not happy with the documentation process.

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Q.8 Graph No.9

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 26% 74%

Interpretation:Customers are getting services at their satisfactory level due which 74% customers dont want to change bank in future,and 26% want to change their bank in near future.

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Q.9 Graph No.10

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% poor service Huge nonmaintainance charge limited transactions others 20% 20% 10% 50%

Interpretation :Those who want to change bank out of which 50% are changing bank due to they are getting poor services ,20% are changing because they are suffered from huge non-maintenance charge ,20% are want to change due to limited transactions ,10% are changing because of some other reasons.

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Q.10 Graph No.11

80% 70% 60% 50% 40% 30% 20% 25% 10% 0% AQB/AMB Availability of branches/ATMs Services others 10% 10% 71%

Interpretation :According to 25% customer ,AQB (average quarterly balance)/AMB(average monthly balance) is most important factor to open the account,10 % customer says branches or ATMs should be available ,71% says bank should provide good services,10% says other factors are important.

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Q.11 Graph No.12 Rank No.1 Bank

40% 35% 30% 25% 20% 15% 10% 5% 0% ICICI HDFC AXIS UTI 40% 30% 20% 10%

Interpretation :From above graph we can conclude that ,40% people says ICICI is rank no.1 bank then followed by HDFC bank then AXIS bank and then UTI bank.

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Q.12 Graph No.13

80% 70% 60% 50% 40% 30% 20% 10% 0% Zero balance Unlimited transactions Cheque pick-up others 15% 5% 5% 73%

Interpretation :73% people says that bankers should provide saving account with zero balance,15% people expect to have unlimited transactions,5%want check pick-up facilities,and 5% people expect other kind of services.

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Interpretation For current account

Q.1 Graph No.1

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 10% 90%

Interpretation :The number of people have saving account in the corporate banks. 90% people have their account in corporate banks and remaining 10%people dont have account in corporate banks means these 10% people are satisfied with nationalize banks.

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Q.1 Graph No.2

40% 30% 20% 10% 0%

31%

29% 24% 16%

ICICI

HDFC

Axis

other

Interpretation :Almost 31% of market has covered by ICICI bank ,then followed by HDFC bank i.e 29%.from the graph we can see that Axis bank is big competitor of HDFC bank .Its market share is 16%.The remaining 24% people have their account except these three banks.

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Q.2 Graph No.3

70% 60% 60% 50% 40% 30% 20% 10% 0% 0% AQB low Good service Near to home Other 15% 25%

Interpretation :From the graph we can say that most of the people i.e 60% have their account in their respective only because of these banks provides them a good service.only few(15%) people have opened their account only because of these banks are near to their home.and only 25% of people have their account in their respective bank due some other reason.

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Q.3 Graph No.4

15%

19%

0-10000 10000-30000 30000-50000 more than 50000 26% 40%

Interpretation :19 % of people saves 0-10000/- per month ,26% saves 10000-30000/- per month,40% people saves 30000-50000/- per month and remaining 15% of people saves more than 50000/- per month

55

Q.4 Graph No.5

70% 60% 50% 40% 30% 20% 10% 0% Yes No 35% 65%

Interpretation :-

65%customer are satisfied with services provided by their bankers and 35% are not satisfied with services provided by their bank.

56

Q.5 Graph No.6

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 20% 80%

Interpretation :80% people says that their banker take quick action on customer quarry,and 20% says their bankers never take quick action against customer quarry.

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Q.6 Graph No.7

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Zero balance ATM Network Availability of branches Other 30% 10% 100% 70%

Interpretation :Customers prime requirement is to have account with zero balance then followed by availability of branches then ATMs network then other things

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Q.7 Graph No.8

70% 60% 50% 40% 30% 20% 10% 0% Good Bad 35% 65%

Interpretation :65 % customers are happy with the criteria kept by bankers to open the account is good but most of the customers are i.e 35% are not happy with the documentation process.

59

Q.8 Graph No.9

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No 30% 70%

Interpretation :Customers are getting services at their satisfactory level due which 70% customers dont want to change bank in future,and 30% want to change their bank in near future.

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Q.9 Graph No.10

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Poor service Huge nonmaintainance charge limited transactions others 15% 5% 46% 34%

Interpretation :Those who want to change bank out of which 46% are changing bank due to they are getting poor services ,34% are changing because they are suffered from huge non-maintenance charge ,15% are want to change due to limited transactions ,5% are changing because of some other reasons.

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Q.10 Graph No.11

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% AQB/AMB Availability of branches/ATMs Services 0% others 15% 40% 45%

Interpretation :According to 15% customer ,AQB (average quarterly balance)/AMB(average monthly balance) is most important factor to open the account,40 % customer says branches or ATMs should be available ,45% says bank should provide good services,0% says other factors are important.

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Q.11 Graph No.12

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% ICICI HDFC AXIS UTI 15% 5% 45% 35%

Interpretation :From above graph we can conclude that ,45% people says ICICI is rank no.1 bank then followed by HDFC bank then AXIS bank and then UTI bank.

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Q.12 Graph No.13

40% 35% 30% 25% 20% 15% 10% 5% 0% Zero balance Unlimited transactions Cheque pick-up 0% others 40% 36% 24%

Interpretation :40% people says that bankers should provide saving account with zero balance,24% people expect to have unlimited transactions,36%want check pick-up facilities,and 0% people expect other kind of services.

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Data analysis and Findings

DATA TABLE NO 1
MARKET COVERAGE OF THE COMPETITIVE BANKS INCLUDING HDFC BANK LTD BANK NAME HDFC ICICI Axis CO-OPERATIVES OTHERS POTENTIAL MARKET TOTAL NO OF RESPONDENTS 22 25 14 9 8 22 100 PERCENTAGE OF RESPONDENTS 22% 25% 14% 9% 8% 22% 100%

INTERPRETATION i. ICICI Bank Ltd scores top position in market coverage of current or saving account in Pune Region. ii. HDFC Bank gets a second position. iii. The amount of potential market is as high as the market share of HDFC Bank i.e. 22%.

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GRAPH NO 1 MARKET COVERAGE OF THE COMPETITIVE BANKS

22 8 9 14

22

HDFC ICICI Axis 25 CO-OPERATIVES OTHERS POTENTIAL MARKET

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TABLE NO 2 MARKET POTENTIAL FOR VARIOUS CURRENT ACCOUNT Types of accounts Regular Account Premium Account Other Total INTERPRETATION i. Out of the companies visited, 30 companies have regular account 15 have premium account and 5 companies have other account. No of Companies 30 15 5 50 Percentage of companies 60% 30% 10% 100%

GRAPH NO 2
MARKET POTENTIAL FOR VARIOUS CORPORATE SALARY ACCOUNT

Regular Account 15 30 Premium Account Other

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TABLE NO 3
CUSTOMERS SELECTION PARAMETERS OF HDFC BANK LTD PARAMETERS OF BANK SELECTION BRAND NAME PERVIOUS EXPERIENCE RELIABILITY EASY ACCESS COMPANY POLICY PERCENTAGE OFCUSTOMER CHOICE 23.60% 22.40% 22.10% 19.80% 14.10%

INTERPRETATION i. Brand Name of a bank has the greatest impact on the customer in regards with Bank Selection Parameters. (24%) ii. Pervious Experience and Reliability about the bank get aequal score of 22% each. iii. Followed by Easy Access (20%) iv. Company (Applicant company) policy (14%)

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GRAPH NO 3
CUSTOMERS SELECTION PARAMETERS OF HDFC BANK LTD

14.10%

23.60% BRAND NAME PERVIOUS EXPERIENCE 22.40% RELIABILITY EASY ACCESS COMPANY POLICY

19.80%

22.10%

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TABLE NO 4
CUSTOMERS PRIME REQUIREMENT IN OPENING AN ACCOUNT BASIC FACILITIES IN CS ACCOUNT ZERO BALANCE ATM NETWORK NET BANKING BILL PAYMENT INTERNATIONAL DEBIT CARD PERCENTAGE OF RESPONDENTS 100% 85% 68% 34% 45%

INTERPRETATION i. Zero Balance facility is a must have feature of current or saving account (100%). ii. ATM Network facility get a second position with 85% of the respondents opting for this option. iii. Net Banking facility is mostly opted by those employees who are from the IT or Software Companies due to the nature of work culture and easy access of net. (68%). iv. International Debit Card facility is opted for only when its given as an additional feature and free of any hidden cost. This facility is generally opted for the employees who are at a higher position. (45%). v. Bill Payment facility is the least opted facility as it comes with some amount of extra charges.(34%).

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GRAPH NO 4 CUSTOMERS PRIME REQUIREMENT IN OPENING ACCOUNT

100% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 85% 68% 34% 45%

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TABLE NO.5 A COMPARATIVE ANALYSIS OF COMPETITIVE BANKS IN REGARDS WITH FACILITY OF NET BANKING
BANK EXCELLENT GOOD FAIR SATISFACTOR Y 5 6 8 24 UNSATISFACTIOR Y 2 5 7 38

HDFC ICICI UTI COOPERATI VES OTHERS

73 68 64 14

8 13 14 9

12 8 7 15

19

36

11

27

INTERPRETATION

i. Net Banking facility of HDFC Bank is rated as excellent by a majority of respondents (73%). ii. Followed by ICICI Bank,(68%) UTI Bank(64%) iii. Other Banks such as Kotak Mahindra, Bank of Maharashtra, Bank of Baroda, etc are rated as good by 36% of the respondents. iv. Co-Operative Banks are rated as satisfactory by 24% of the respondents. v. Co-Operatives and other banks are rated as unsatisfactory by 38% and 27% respectively. vi. This dissatisfaction is largely due to lack of technical advancements and capital.

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TABLE NO. 6

THE MOST EFFECTIVE MEANS OF COMMUNICATION Elements SALES FORCE TELE WORD OF MOUTH MARKETING NEWSPAPER TV PUBLIC RELATION INTERPRETATION INTERPRETATION i. The banks employees are rated as the most effective source of communication (53%) ii. Tele marketing is second most effective means of communication (15.8%) iii. Peers group and positive as well as negative word of mouth publicity is an effective source of communication. (11.3%) iv. With Newspapers, Television, and Public Relations following each other % Of Respondents 53% 15.8% 11.3% 9.7% 6.2% 4%

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Table No.6
60% 50% 40% 30% 20% 10% 0% Column1 Column2 Series 1

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Strengthens and weakness of HDFC Bank Score Card

Parameters Regulatory System Technology Advancements Credit Quality Diversification of market beyond big cities Size of Bank Banking Infrastructure Labor Inflexibilities INTERPRETATION i. The Indian banking sector has scored over its counterparts not only in developing but also even in developed world such as Japan, Singapore and Australia on significant parameters. ii. Technology has given birth to a new era in banking. Technology can be the key differentiator between two banks and a major factor to attain competitive edge. Though slow in the beginning, HDFC Bank seem to have paced up in adoption of advanced technology. iii. While enhancement of credit is an important function of the Banks, it is equally imperative to keep a check on the quality of credit to ensure good health of the banking system and effective functioning of market for distressed assets. iv. One of the key fundamentals of banking sector Credit Quality too has been rated fairly well in comparison with other Banks. v. Even though HDFC Bank is a big player in Indian Banking sector still it is not yet penetrated in the rural areas of India to a very great extend. vi. HDFC Bank as earlier said is a large player in the Indian Banking Sector, however when it comes to banking infrastructure it is one of its weak. And so labour inflexibilities. 75 Score 5 6 5 4

5 4 3

6 5 4 3 2 1 0

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FINDINGS
As stated earlier there are main two types of consumers in this field and they are: 1 Small Business consumers 2. Big Business consumers
WAYS TO COMPETE (FINDINGS)

Now all are competing with each other on the basis of different strategies or combination of one or more strategies. But if we try to summarize the strategies then we will find that most of these are common and including all these are not more than the followings: QUALITY SERVICE: Quality Service is the most important strategy used to compete in this market because customers is no more centric only in India, they need better quality in the service provided to them. The policy of ONE P0INT CONTACT should be followed by HDFC Bank. i. ADVERTISEMENTS: Only ICICI BANK and UTI BANK are countering HDFC BANK in market through advertisements. Others are not even bothering on doing advertisements. ii. PERFORMANCE: HDFC Bank lacks on the prompt action where as others are a bit ahead in this line. HDFC Bank takes nearly 8 10 days to open a salary account for tie customer company. This is mainly because HDFC bank follows the guidelines of RBI and the required number of documents for account opening in a bit regress. But when it comes to service performance customers are happy. iii. DIFFERENT SCHEMES: Some additional facilities should be provided to large companies in order increase Brand Value as well as bring customer loyalty.

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iv. POTENTIAL MARKET: The current account holders should be contacted as there is less amount of documentation and lesser time is spend in convincing the customer about HDFC Bank firstly and secondly about Salary Account.

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SUGGESTIONS
After talking to customers and staffs I suggest the following points to keep customers happy
QUICK SERVICE: -

HDFC Bank must try to provide services as early as possible and reduce the time gap between date promised and work performed so that customer must not get irritated.
PROPER CO-ORDINATION: -

Staffs of HDFC are still not comfortable with the queries of customers about their new service, as they sometimes feel dumb to some of the questions. They must get proper updating from the head office related to any changes or problems faced by the staffs.
PROPER ORGANISATION OF WORK: -

HDFC Bank needs to be more organized in terms with area division among the various internal sales teams. The potential market should be followed up in order to get good sales number. QUALITY SERVICE: HDFC Bank customers generally have following complains: Number of days has passed yet my account opening process is under process I have not receive my personalized cheque book as it has been more than a month after applying for it I have made a number of complaints but no one is hearing HDFC Bank has to resolve them as early as possible because it affects the service quality very badly.

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Conclusions
MARKET FEEDBACK ABOUT HDFC BANKS CORPORATE SALARY ACCOUNT (CONCLUSION):

As a summer trainee in HDFC BANK, I would like to conclude my project work on Marketing Strategies of HDFC Bank India Ltd. It was really very interesting interacting with customers and have an insight into HDFC Banks brand image in their minds. The main aim was to get know customers opinion about their account? are they satisfied with the services provided by their bankers ? what are their problems by having relation with HDFC bank?and on the basis of output of project suggest some strategies to Bank about how banker can acquire market. From the survey, overall conclusion was that people are quite satisfied with HDFC Banks Current account and savimg account services. But HDFC bank should improve their policies or system ,so that customer will become happy by having relation with HDFC bank.

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LIMITATIONS
i.) AREA LIMITATION: The study was limited to Pune city only. Hence findings may differ from other parts of India where I have not visited. ii). NON-RESPONSE ERROR: It is almost impossible to obtain data from each & every respondent covered in sample. There are always some respondents who refuse to give information. iii). LIMITED SOURCE OF DATA COLLECTION: Sources of data for collection of secondary data were limited. iv.) TIME CONSTRAINT: There was time constraint to this project. The project has to be completed within 2 months. v.) BUSY RESPONDENT: Many times respondents were so busy that they didnt t give reply. There were biased replies also. vi.) OTHER REASONS: There were heavy rains during the period of survey. So there was many times problem in conducting survey & transportation.

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Bibliography
i. The Economic Times ii. The Times of India iii. www.economictimes.com iv. www.hdfc.com v. www.hdcbank.com vi. www.indiabulls.com vii. www.icicibank.com viii. http://www.citibank.com/us/d.htm ix. HDFC Annual Report 2006 x. 10 Years Highlights (HDFC Bank website Acrobat File)

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