Professional Documents
Culture Documents
Customer Pref. Towards Services Provided by HDFC Bank
Customer Pref. Towards Services Provided by HDFC Bank
ON
“CUSTOMER PREF. TOWARDS SERVICES PROVIDED BY
HDFC BANK”
“HDFC BANK”
Submitted to
ATMIYA Institute of Technology & Science
Under
Gujarat Technological University
UNDER THE GUIDANCE OF
P r o f . N i s h a n t Dhru v Z a h i r a b b a s Sherasi a
H e a d o f f i n a n c e departmen t D e p u t y Manage r
Submitted by
SHAHBAZ AYUBBHAI BADI
EnrollmentNo.:177030592007
M.B.A – SEMESTER III
27 %
SIMILARITY INDEX
31% 7% 20%
INTERNET SOURCES PUBLICATIONS STUDENT PAPERS
PRIMARY SOURCES
www.readymadeproject.com
1
Internet Source 12%
www.ehow.co.uk
2
Internet Source 5%
moneyconnexion.com
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Internet Source 4%
4
Submitted to Doctor Harisingh Gour
4%
Vishwavidyalaya, Sagar
Student Paper
I
PREFACE
As a part of our course I had to go through a summer internship project report on any topic to
get the practical aspect of business management.
I want to express my gratitude for experience and practical knowledge that I learn during the
summer internship. In this report I had presented my great experience in the form of words.
The project flows logically of questionnaire and face-to-face interaction with customers and
employees to collect information require for project. I have tried my upmost to make this
report a reader friendly and try to fulfill my objective of study.
II
ACKNOWLEDGMENT
I take this opportunity to express my gratitude toward all of those who have diractly or
indirectly helped me in the successful completion of this project.
I would also like to thank HDFC Bank staff for their suppord during internship.
I am grateful toward my facuty membors form AITS and special thanks to Prof.Nishant
Dhruv and Piyush Chandarava sir for their helpin successful completion of project.
Last but not the list I am indebted to my PARENTS who support me and encourage me to
prepare this report.
III
DECLARATION
I, SHAHBAZ AYUBBHAI BADI, hereby declare that the report for “Summer
Internship Project Report ” entitle “CUSTOMER PREFERANCE TOWARD
SERVICES PROVIDED BY HDFC BANK” is a result of my own work and my
indebtedness and no part of this project has been published or submitted to
anybody.
Place: Rajkot
Date: 22/07/2018 SHAHBAZ BADI
IV
Executive Summary
Market research is a function that links the consumer, customer and public to the market
through information. Information are used to identify and define marketing opportunities
and problems, evaluate market actions, monitor marketing performance and improve
understanding of marketing as process.
Purpose of the study is to find out customers satisfaction, awareness and preference for
HDFC bank product. Research objectives are:-
V
TABLE OF CONTENT
Sr.No. Particulars Page
No.
Preface III
Acknowledgment IV
Declaration V
Executive Summary VI
VI
4.0 Research methodology
4.1 Research design
4.2 Source of data
4.3 Data collection method
4.4 Population
4.5 Sampling method
4.6 Sampling frame
4.7 Data analysis and interpretation
5.0 Findings
5.1 Conclusion
5.2 Limitation of study
Annexure
VII
Part – I
Industry
Information
1
1.1 ABOUT THE INDUSTRY
Meaning and definition:
A bank is a financial institution that accepts deposits from public and creates credit. principal
types of banking in modern industrial world is commercial banking & central banking.
Banking can be defined as the business activity of accepting and safeguarding money owned
by other individuals and then lending out this money in order to earn profit.
A banker of a bank is a person ,a firm ,or a company engaged in the business of landing and
accepting money.
Conclusion of bank:
After commerce and arts had revived in Italy, the business of banking was resumed. The
world “Bank” is commonly regarded as derived from the Italian word banco, a bench- the
Jews in Lombardy having benches in the market place for exchange of money and bills.
BIRTH OF BANKING:
Banking is nearly as old as civilization. The history of banking could be said to have started
with the appearance of money. The first record of minted metal coins was in Mesopotamia in
about 2500B.C. the first European banknotes, which was handwritten appeared in1661, in
Sweden. Cheque and printed paper money appeared in the 1700’s and 1800’s, with many
banks created to deal with increasing trade.
The history of banking in each country runs in lines with the development of trade and
industry, and with the level of political confidence and stability. The ancient Romans
2
developed an advanced banking system to serve their vast trade network, which extended
throughout Europe, Asia and Africa.
Modern banking began in Venice. The word bank comes from the Italian word “ban co”,
meaning bench, because moneylenders worked on benches in market places. The bank of
Venice was established in 1171 to help the government raise finance for a war.
At the same time, in England merchant started to ask goldsmiths to hold gold and silver in
their safes in return for a fee. Receipts given to the Merchant were sometimes used to buy or
sell, with the metal itself staying under lock and key. The goldsmith realized that they could
lend out some of the gold and silver that they had and charge interest, as not all of the
merchants would ask for the gold and silver back at the same time. Eventually, instead of
charging the merchants, the goldsmiths paid them to deposit their gold and silver.
The bank of England was formed in 1694 to borrow money from the public for the
government to finance the war of Augsburg against France. By 1709, goldsmith were using
bank of England notes of their own receipts.
New technology transformed the banking industry in the 1900’s round the world, banks
merged into larger and fewer groups and expanded into other country.
3
1.2 World Market
The banking industry has experienced mixed results in the post-crisis period from 2008 to
2010. Industry growth has slowed considerably; the growth rate of assets of the top 1000
banks globally1 in the post-crisis period remained 3.7%, compared to the double digit rise in
rates shown during the pre-crisis years of 2005 to 2007. On the other hand, when looking at
risk management and profitability, there has been great recovery. Profits have returned to pre-
crisis levels and the solvency of the industry has witnessed great result with growth of 3.8%
registered in capital adequacy ratio during 2005 to 2010.
The industry has also entered era of advance regulation. More capital adequacy and risk
management standards are now being utilized with banks, along with a related rise in strain
on their traditional business models and operating margins. Looking forward, certain key
priorities have appeared for the banking industry, classification among them are: restoration
of customer confidence; showing problem such as low efficiency of existing channels; ageing
technology; high operating costs and the existence of complex processes. Technology,
including the development of consumer related solutions, is rising being seen as a key to
meeting these standerds.
The global banking industry has experienced healthy growth in recent years, registering a
compound annual growth rate (CAGR) of 4.7% between 2012 and 2016 to reach a value of
$134.1 trillion, according to data from research firm MarketLine.
4
1.3 Indian market
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalized and
well-regulated. The financial and economic conditions in the country are far superior to any
other country in the world. Credit, market and liquidity risk studies suggest that Indian banks
are generally resilient and have withstood the global downturn well.
Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures may go a long way in helping the
restructuring of the domestic banking industry.
Market size:
The Indian banking system consists of 27 public sector banks, 22 private sector banks,
44 foreign banks, 56 regional rural banks, 1,589 urban cooperative banks and 93,550
rural cooperative banks, in addition to cooperative credit institutions.
Bank credit grew at 12.64 per cent year-on-year to US$ 1,326.78 billion on May 11,
2018 from US$ 1,131.47billion on May 12, 2017.
5
INDIAN BANKING SYSTEM
Central co-op
State co-op Commercial Banks and Commercial Banks
Banks Banks Primary Cr.
Societies
Indian Foreign
Public Sector
Private Sector HDFC,
Banks
Banks ICICI etc.
6
MAJOR PLAYER IN INDIA
1. HDFC BANK LTD
2. ICICI BANK LTD
3. STATE BANK OF INDIA LTD
4. PUNJAB NATOINAL BANK LTD
5. BANK OF BARODA LTD
6. FEDERAL BANK LTD
7. AXIS BANK LTD
8. ING VYSYA BANK LTD
9. IDBI BANK LTD
7
1.4 THE GROWTH OF INDUSTRY IN INDIA
Investments/developments:
Key investments and developments in India’s banking industry include:
Government Initiatives:
A new portal named 'Udyami Mitra' has been launched by the Small Industries
Development Bank of India (SIDBI) with the aim of improving credit availability
to Micro, Small and Medium Enterprises' (MSMEs) in the country.
Mr Arun Jaitley, Minister of Finance, Government of India, introduced 'The
Banking Regulation (Amendment) Bill,2017', which will replace the Banking
Regulation (Amendment) Ordinance, 2017, to allow the Reserve Bank of India
(RBI) to guide banks for resolving the problems of stressed assets.
As on January 4, 2018, the Lok Sabha has approved recapitalization bonds worth
Rs 80,000 crore (US$ 12.62 billion) for public sector banks, which will be
accompanied by a series of reforms.
The government and the regulator have undertaken several measures to strengthen the Indian
banking sector:
A two-year plan to strengthen the public sector banks through reforms and capital
infusion of US$ 32.5 billion, has been unveiled by the Government of India that
will enable these banks to play a much larger role in the financial system and give
a boost to the MSME sector. In this regard, the Lok Sabha has approved
recapitalization bonds worth US$ 12.62 billion for public sector banks, which will
be accompanied by a series of reforms, according to Mr Arun Jaitley, Minister of
Finance, Government of India.
8
The Insolvency and Bankruptcy Code (Amendment) Ordinance, 2017 Bill has
been passed by Rajya Sabha and is expected to strengthen the banking sector.
Further initiatives:
The advancements in technology have brought the mobile and internet banking
services to the fore. The banking sector is laying greater emphasis on providing
improved services to their clients and also upgrading their technology infrastructure,
in order to enhance the customer’s overall experience as well as give banks a
competitive edge.
Many banks, including HDFC, ICICI and AXIS are exploring the option to launch
contact-less credit and debit cards in the market shortly. The cards, which use near
field communication (NFC) mechanism, will allow customers to transact without
having to insert or swipe.
9
Part – II
Organization
Information
10
2.1 ABOUT ORGANIZATION
INTRODUCTION:
MISSION:
I. World Class Indian Bank
II. Benchmarking against international standards.
III. To build sound customer franchises across distinct businesses
IV. Best practices in terms of product offerings, technology, service levels, risk
management and audit & compliance
11
BUSINESS STRATEGY
I. Increasing market share in India’s expanding banking
II. Delivering high quality customer service
III. Maintaining current high standards for asset quality through disciplined credit risk
management
IV. Develop innovative products and services that attract targeted customers and
address inefficiencies in the Indian financial sector.
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.
It is extremely gratifying that our efforts towards providing customer convenience have been
appreciated both nationally and internationally.
2018
BrandZ's Top 100 Global Brands List HDFC Bank featured for the fourth time in the
BrandZ's Top 100 Global Brands List
14th Visa Asia Pacific Security India and South Asia Champion Security
Summit Award 2018
National Payments Excellence HDFC Bank wins NPCI National Payments
Awards 2018 Excellence Awards
Barron's World's Top 30 CEOs Mr. Aditya Puri in Barron's Top 30 Global
CEOs for 4th year - Growth Leaders Category
Dun & Bradstreet Corporate Award Best Bank
2018
Federation of Indian Export Best Bank : Export Finance - Non MSME
Organisation (FIEO)
Business Today Best Bank Awards Bank of the Year
Best in Innovation
Best Large Bank
Fastest Growing Large Bank
Dun & Bradstreet BFSI Awards 2018 India's Leading Bank - Private sector
Euromoney Private Banking and - Net-worth-specific services (High Net Worth
Wealth Management survey 2018 Clients US $ 5-30 MN)
12
- Asset Management
- SRI/Social Impact Investing
- International Clients
10th BW Businessworld-PwC Best - Fastest Growing Large Bank
Banks' (2017) Survey - Best Large Bank
- Lifetime Achievement Award - Mr. Aditya
Puri
BUSINESS SEGMENT
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:
The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian
corporate to 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
recognized as a leading provider of cash management and transactional banking solutions to
corporate customers, mutual funds, stock exchange members and banks.
13
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.
HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA (VISA Electron) and issues the Master card 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 establishments.
Treasury:
The bank has three main product areas - Foreign Exchange and Derivatives, Local
Currency Money Market & Debt Securities, and Equities.
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.
14
2.2 INTRODUCTION TO FINANCE, MARKETING, HR &
PRODUCTS
I- FINANCE DEPARTMENT
15
BALANCE SHEET (IN CRORES):
16
PROFIT & LOSS ACCOUNT(IN CRORES):
17
II- MARKETING DEPARTMENT
INTRODUCTION:
Marketing department plays vital role in promoting business and mission of an organization.
It is the marketing department’s job to reach out to customers, investors or community, while
creating an overarching image that represent your company in a positive light.
Meaning:
According to Philip Kotler, ”marketing s human activity directed at satisfying needs and
wants through exchange process.”
Marketing is an important social economical activity. It is essential activity for satisfaction of
wants and for raising social welfare. Marketing links products and customer together for
mutual benefits.
Marketing of banking is concern with product, place, price and promotion decision in the
changing, socio-economic and business environment. It means right activities and programs
at right place, @right time, @right price with right communication and promotion. The bank
deals customer directly. The bank marketing activities are concern with the designing of
product strategies keeping in view the needs and requirement of prospect.
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HDFC BANK MARKET STRATEGY
HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselves
against international standards and best practices in terms of
product offerings, technology, service levels, risk management and audit & compliance. The
objective is to build sound customer franchises across distinct
businesses so as to be a preferred provider of banking services for target retail and wholesale
customer segments, and to achieve a healthy growth in profitability, consistent with the
Bank's risk appetite. Bank is committed to do this while ensuring the highest levels of ethical
standards, professional
integrity, corporate governance and regulatory compliance. Continue to develop new product
and technology is the main business strategy of the bank.
Maintain good relation with the customers is the main and prime objective of the bank.
Increase market share in India’s expanding banking and financial services industry by
following a disciplined growth strategy focusing on quality and not on quantity and
delivering high quality customer service.
Leverage our technology platform and open scalable systems to deliver more
products to more customers and to control operating costs.
Maintain current high standards for asset quality through disciplined credit risk
management.
Develop innovative products and services that attract the targeted customers and
address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce bank’s cost of funds.
Focus on high earnings growth with low volatility.
19
III- HR DEPARTMENT
INTRODUCTION:
Human resources overall purpose is to ensure that the organization is able to achieve success
through people. HR professionals manage the human capital of an organization and focus on
implementing policies and processes. They can specialize in recruiting, training, employee-
relations or benefits.
HR IN BANKING:
The banking industry is a highly regulated powerhouse that stabilizes the economic
environment of nations around the world. Banks store sensitive, personal information about
their clients, and commercial banks often house more valuable inventory -- cash -- than other
retail operations. Bank employees, from executives to tellers, must have a higher level of
integrity and trustworthiness than employees in most other industries, making the role of HR
in banking that much more important.
I) Applicant Screening
Certain jobs do not really require a thorough background check, but any job in a bank
definitely does. Human resource departments in banks must go the extra mile to uncover the
criminal and financial history of job applicants, for the safety of their clients and their
organization as a whole. Banks are highly unlikely to hire candidates with financial fraud on
their records, for example, due to the sheer weight of temptation a position in a bank would
place on someone with that kind of history.
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III) Pay Decisions
As with other industries, HR professionals in banks have a hand in making decisions for pay
raises and promotions. Bank workforces are unique in that they often have two methods of
paying employees: salaries for back-office and other personnel, and commissions for sales
employees. Promotion decisions for salespeople selling loans and other financial products
differ from decisions to promote administrative staff. Banks' HR departments must manage
both equitably and strategically to develop the workforce.
HR POLICIES OF HDFC:
HDFC believe that our employees are our most valuable asset. We make an effort to develop
the abilities and productivity of our staff. We encourage a work culture, foster relationship
with them at every level in the organization. and make them to express their views and share
their ideas to bring about improvements in the organization towards the achievement of the
common goal described in our vision and mission statements.
Our employees take pride in their work as they are given due respect, and by being
empathetic and sensitive to each others needs. We could make every endeavor to foster a
productive culture through out the Bank.
Collaborative relationships;
Approachable and open communications;
Courteous ,efficient and effective services; and
Flexibility and fairness
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PURPOSE:
The purpose of this policy is to ensure that the human resources values framework
incorporates four key principles, which are;
I) Communication
Bank’s management and staff will promote an environment where the principles of open
communication will be upheld. For the purpose of this policy ,open communication
encapsulates the idea of;
II) Opportunity
Bank’s management and staff will promote a work environment that provides opportunity
for;
III) Innovation
Bank’s management and staff will promote an envioronment to encourage initiative leading
to flexibility and growth. This philosophy will facilitate improved work practices , which
meet organizational needs through the challenging of preconceived ideas.
IV) Individual
Bank’s management and staff acknowledge the importance of each individual’s contribution
to the work of the Bank by recognizing their qualities , strengths and abilities and sharing
these across the Bank.
22
ROLES AND RESPONSIBILITIES:
I) Board of Directors
direction and support to management and staff to attract ,retain ,motivate and develop
quality staff in order to achieve the Bank’s goals;
assistance to management and staff to focus on the performance and productivity of
individuals , teams and workgroups whilst meeting the Bank’s objectives;
remuneration under the current contract of employment and other employment
conditions consistent with legislative requirements.
II) HR Department
III) Managers
23
V) Employees
incorporation of the principles of this policy into their work practices and to make
themselves personally accountable for implementing the human resource values
framework;
use of initiative in relation to their own personal development;
utilization of their individual strengths in improvement of work practices;
achievement of organizational goals through participation in the development plans,
policies and procedures;
adherence to all policies ,procedures, agreed code of conduct and standards; and
assistance in the prevention of discrimination and the promotion of equal
opportunities when interacting with other employees.
24
PRODUCT DEPARTMENT:
HDFC bank provide very large range of financial product to the customer for their better
financial transaction. The product of HDFC bank are:
SAVING ACCOUNT
Everyone needs a saving account to store away the surplus cash. The bank offers saving
account under various types starting from basic ac to premium ac with variety of features.
The interest rate on saving account are 4% p.a. which is calculated daily on the end of the day
balance. Followings are types of saving account:
25
SALARY ACCOUNTS
The bank offers multiple types of salary ac to suit the needs of all types of corporate. The
salary account offers various features to accountholders like free insurance coverage. The
salary ac types are as follow:
CURRENT ACCOUNT
HDFC Bank offers a number of customized current account options which are customized to
suit the individual requirements of customers. The accounts do not limit the number of daily
transactions and provide a host of benefits. Given below are some of the popular current
accounts offered by HDFC bank.
26
Max Current Account
The Max Current Account offers a dynamic cash deposit limit at any branch across the
country. The cash limit offered under the Max Current Account is equal to 10 times the
current month average monthly balance.
LOANS
HDFC is leader in home sector and also provides various loans @ attractive interest rate.
Personal loan
Business loan
Car loan
Home loan
Two-wheeler loan
Gold loan
Education loan
Rural loan
Loan on assets
27
CREDIT CARDS
Here is the list of credit cards from HDFC banks. You can find one according to your needs-
1) REGULAR CARDS
The first one is the most commonly used credit card
and every HDFC bank customer has one. The brand
name of the credit card for regular category
is Platinum Plus.
You can use this card for almost every purpose from
shopping to fueling your car. Here are some of the
features of Platinum Plus card given by the HDFC
bank.
2) PROFESSIONAL CARDS
Second category is of professional credit cards. HDFC offers two types of cards in this
category. The first one is Doctor’s Superia and the other one is Teacher’s Platinum.
Doctor’s Superia
Teacher’s Platinum.
3) PREMIUM CARDS
Premium comes with three different categories.
4) PREMIUM WOMEN
This credit card is perfect for all women’s need. The card name is Solitaire.
Solitaire is woman friendly card and you get Rs 1000/- Shoppers stop vouchers on Rs
75,000/- spends every 6 months. Plus 50% rewards on grocery and dining.
28
5) SUPER PREMIUM CARD
INFINIA
There is no pre limit
Regalia
Regalia is good for only travel and luxury benefits
6) FEATUIRED CARDS
Featured card is very basic one. There are four different categories of credit cards here
Superia
All miles
Platinum Edge
Titanium Edge
Money Back
29
9) COMMERCIAL CARDS
Business Platinum
Corporate Platinum
Corporate World Mastercard
Corporate Card
DEBIT CARDS
All residents of India and NRIs can apply for HDFC Bank debit cards and enjoy privileges
and offers. A person having a savings account / current account / super saver account / salary
account is eligible for HDFC debit card.
DEPOSITES
Individual who wish to save money for long terms with a view to higher rate of interest seek
to invest money in term deposit account which guarantee higher interest rate. HDFC BANK
offers various deposit account @ higher interest rate.
30
INVESMENT AND INSURANCE SERVICE
Nowadays a ward investment is becoming more popular. Person invest their money in to
various schemes or in to the gold or share market etc. but some time he is in to the difficult
situation, for that bank help person invest wisely through financial and investment services.
Types of investment: -
Mutual Funds
Invest through the Mutual Fund route to meet varied investment objectives.
Insurance
Traditional Plans Unit Linked Plans
HDFC children's PLAN HDFC Unit Linked Young Star Plus II
HDFC Money Back Plan HDFC Unit Linked Young Star Suvidha
HDFC Savings Assurance Plan HDFC Unit Linked Young Star Suvidha Plu
HDFC Assurance Plan HDFC Unit Linked Pension
HDFC Term Assurance Plan HDFC Unit Linked Pension Plus
HDFC Loan Cover Term Assurance Plan HDFC Unit Linked Endowment Plus II
HDFC Endowment Assurance Plan HDFC Unit Linked Endowment Suvidha.
HDFC Single Premium Whole of Life Insurance HDFC Unit Linked Endowment Suvidha
Nowadays businesses becoming worldwide e.g. India to America but main problems are
about monitory transaction because at every country the currency become changed so for that
banks are playing a very important for the businesses.
31
If people need to deal in foreign currency and keep tabs on exchange rates every now and
then, transfer monies to India, make payments etc., HDFC Bank has a range of products and
services that people can choose from to transact smoothly, efficiently and in a timely manner.
PAYMENT SERVICE
HDFC Bank's payment services, person can bid goodbye to queues and paper work. Bank’s
range of payment options make it easy for pay for a variety of utilities and services.
Verified By Visa
Do you want to be worry free for your online purchases. Now you can shop securely online
with your existing Visa Debit/Credit card.
Net Safe
Now shop online without revealing your HDFC Bank Credit Card number. What more, you
can now use your HDFC Bank Debit Card also for online purchases.
Merchant Services
Accept all Visa, MasterCard, credit and Debit cards at your outlets through state of the art
POS Machines or through your website and experience hassle free payment acceptance.
Bill Pay
Pay your telephone, electricity and mobile phone bills at your convenience. Through the
Internet, ATMs, your mobile phone and telephone - with Bill Pay, our comprehensive bill
payments solution.
32
Visa Bill Pay
Pay your utility bills from the comfort of your home! Pay using your HDFC Bank Visa credit
card and forget long queue and late payments forever
Pay Now
Use your HDFC Bank Credit Card to pay your utility bills online, make subscriptions and
donations; no registration required. Enjoy credit free period and reward points as per your
credit card features.
Insta Pay
Pay your bills, make donations and subscribe to magazines without going through the hassles
of any registration.
Direct Pay
Shop or Pay bills online without cash or card. Debit your account directly with our Direct Pay
service!
33
2.3 ORGANIZATION STRUCTURE
Managing Director
Mr.Aditya Puri
Country Head
Mr.Navin Puri
Regional Head
Mr.Ravi Narayan
Zonal Head
Mr.Thomas Jose
Cluster Head
Mr.Susil Vohra
34
HDFC Bank's Board of Directors comprises eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC Ltd. are also on the Board.
Various businesses and functions in the Bank are headed by senior executives with work
experience in India and abroad. They report to the Managing Director. The Bank is focused
on recruiting and retaining the best talent in the industry as it believes that its people are a
competitive strength.
HDFC bank doesn’t have strong presence in Rural areas, where as ICICI bank its
direct competitor is expanding in rural market
HDFC cannot enjoy first mover advantage in rural areas. Rural people are hard core
loyals in terms of banking services.
HDFC lacks in aggressive marketing strategies like ICICI
The bank focuses mostly on high end clients
Some of the bank’s product categories lack in performance and doesn’t have reach in
the market
The share prices of HDFC are often fluctuating causing uncertainty for the investors
35
O-OPPORTUNITIES OF HDFC BANK
HDFC bank has better asset quality parameters over government banks, hence the
profit growth is likely to increase
The companies in large and SME are growing at very fast pace. HDFC has good
reputation in terms of maintaining corporate salary accounts
HDFC bank has improved it’s bad debts portfolio and the recovery of bad debts are
high when compared to government banks
HDFC has very good opportunities in abroad
Greater scope for acquisitions and strategic alliances due to strong financial position
The non banking financial companies and new age banks are increasing in India
The HDFC is not able to expand its market share as ICICI imposes major threat
The government banks are trying to modernize to compete with private banks
RBI has opened up to 74% for foreign banks to invest in Indian market
36
Part – III
Primary Study
37
3.1 INTRODUCTION TO STUDY
The report contains the organizational study done @HDFC bank. The report title is
“CUSTOMERS PREFERANCE TOWARDS SERVICES PROVIDED BY HDFC BANK”
The report gives an overview of the banking sector and company profile and awareness of
customers about different types of product and services provided by HDFC bank.
HDFC Bank provide many services which includes savings ac, current ac, deposits,
insurance, SIP(systematic investment planning), d-mat ac etc.. and purpose of this study is to
understand customers awareness and preference toward these services.
1. Rathamani.P (2002) in his study on “customer satisfaction towards private sector banks”
determines the changing dynamics of banking industry driven by the growth of increase in
personal consumption of customer on account rising income and increasing family incomes.
2. John.s.Gabriel (2005) “challenges faced on by private sector banks” said that banking
industry mainly focus on the consumer his needs and requirements rather than profit
maximization.
3. Mukta kamplikar (2005) in his study entitled “managing the evidence of services
includes people process and physical evidence the human actors who play a point in service
that affect quality the actual set of steps and the efficiency of these environment”.
5. Chakarabarty (2009) in his study “customer service in banking industry is of the view
that in a service industry like banks the quality of customer services hold great significance
particularity in the context of sustained business growth”.
This study is undertaken @ HDFC branch based on Morvi district where we approach few
customers and ask them few questions to understand their perception for HDFC banking
facility. We try to understand that how well they are aware of banking services and how
much they prefer use HDFC bank for banking.
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3.4 PROBLEM STATEMENT
To measure the status of customers perception based on satisfaction level, product awareness,
preference and usage rate of banking service of HDFC bank in the mind of customer.
Purpose of the study is to find out customers satisfaction, awareness and preference for
HDFC bank product. Research objectives are:-
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4.0 RESEARCH METHEDOLOGY
Research methodology is a process used to collect information and data for the purpose of
making business decisions. The methodology may include publication research, interviews,
surveys and other research techniques, and could include both present and historical
information.
Secondary data is the data which are available in the form of fact and figures. The source of
secondary data are:
Websites
Magazines
Articles
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4.3 DATA COLLECTION METHOD
4.4 POPULATION
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4.7 DATA ANALYSIS & INTERPRETATION
Years Response
Less than 1 year 7
1 to 2 year 9
3 to 5 year 13
More than 5 year 6
Total 35
Response
Interpretation:
26% Respondents have their account in HDFC bank for more than 5 years
17% Respondents are new account holders in bank
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2) what kind of facility are you using @HDFC bank?
Services Response
Saving ac 11
Current ac 15
Salary ac 6
other(D- 3
mate
Total 35
Response
9%
31%
17% Saving ac
Current ac
Salary ac
other(D-mate
43%
Interpretation:
From above chart it is clear that 31% respondents are saving account holder
Major respondents are current account holder
9% respondents are other account holders which includes D-mat account and others
17% are salary account holders
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3) Are you aware of other services provided by HDFC bank?
Options Response
Yes 21
No 14
Total 35
Response
No
40%
Yes
60%
Interpretation:
This chart shows that 60% Respondents are aware of other different facilities
provided by HDFC bank while other are unknown.
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4) What kind of additional service would like to have?
Services Response
Mobile 7
banking
ATM 8
Net banking 14
Bill payment 6
Total 35
Response
Bill payment
17% Mobile banking
20%
ATM
Net banking
23%
40%
Interpretation:
Chart shows that most of respondents are interested in net banking with 40% strength
17% interested in ATM service
20% like to use mobile banking
23% like to have bill payment
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5) Are you aware of any other extra services?
Services Response
Loan 16
Insurance 8
FD 4
Mutual
funds 7
Total 35
Response
Mutual funds
20%
Loan
46%
FD
11%
Insurance
23%
Interpretation:
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6) What is your perception regarding service of HDFC bank?
Ratings Response
Very satisfactory 10
Satisfactory 18
Good 5
Poor 2
Total 35
Response
Poor
6%
Good
15%
Very satisfactory
26%
Satisfactory
53%
Interpretation:
53% respondent are satisfy with HDFC bank while 6% say that services are poor
15%,26% respondents says that services are good and satisfactory
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CHI SQUARE TEST:
What is the perception of customer regarding services of HDFC bank?
RATING/AGE <25 yr 26-30 yr 31-35 yr >35 yr Total
Very 7 1 1 6 15
satisfactory
Satisfactory 5 3 3 2 13
Good 3 1 - 1 5
Poor 2 - - - 2
Total 17 5 4 9 35
Calculation :
𝐻𝛼 𝟐 𝟐
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𝟐
(𝒇𝒐 − 𝒇𝒆) 𝟐
𝒙 =
𝒇𝒆
= 60.07
Here, 𝜶 = 𝟎. 𝟎𝟓
𝐝𝐟 = (𝐜 − 𝟏)(𝐫 − 𝟏)
(4-1)(4-1)
=𝟗
Tabulated= 16.91
𝑥2 Calculated= 60.07
∴ 𝑥 2 Calculated>𝑥 2 tabulated
𝐻0: = Accepted
𝐻𝛼: = Rejected
Conclusion :
Here is no association between perception of customer and age group due to higher
value of calculate chi square.
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7) Any problem you are facing regarding HDFC bank?
Issue Response
Employee 5
Behavior
Facility 12
Time issue 13
Others 5
Total 35
Response
Others Employee
14% Behavior
15%
Interpretation:
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8) How likely you will recommended HDFC bank Services?
Rating Sales
Very likely 11
likely 13
Somewhat 8
Unlikely 3
Total 35
Sales
Unlikely
9%
Very likely
Somewhat 31%
23%
likely
37%
Interpretation:
37% respondents are willing to suggest their friend to join GDFC bank
8% are unwilling to recommend
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9) What is your overall satisfaction rating with bank?
Rating Response
Very 11
satisfactory
Satisfactory 13
Good 8
Poor 3
Total 35
Response
Poor
9%
Good
23% Very satisfactory
31%
Satisfactory
37%
Interpretation:
37% respondent says that they are satisfy with services while 31% are very satisfy
with HDFC bank’s facility
9% respondents provide poor rating
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5.0 FINDINGS
Majority of customer are satisfy with HDFC bank service and prefers to use HDFC
bank
Majority of customers are aware of services provided by HDFC bank
Majority of customers fined banking facility of HDFC bank satisfactory
Majority of customers are willing to recommended HDFC bank to their friends
Respondents says that they are facing issues regarding time and facility while few has
some issue with employee behavior
The perception of customer regarding the bank is satisfactory because majority of the
customer are satisfy with the bank and they also recommend the product of the bank
The more prefers extra service is Net banking and less prefers service are bill
payment, ATM and mobile banking
Majority of customer are satisfy with dealing of employees
Main factor that attracts customers towards banks are services of bank
5.1 CONCLUSION
At the end I would like to conclude that the Indian banking market is growing at an
astonishing rate. HDFC bank has distribution network of 4,715 branches and 12,260 ATMs
across 2,657 cities in India. the majority of customers are prefers HDFC bank but bank
should target rest of customer who are not satisfied. customers are aware about bank services
but bank should try to create more awareness among people.
I am sure that in this project there would be few shortcomings sincere effort has been made to
eliminate errors as far as possible but few would remain due to limitation of study. There are:
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6.0 BIBLIOGRAPHY
www.en.wikipedia.org
www.bankbazaar.com
www.hdfcbank.com
www.wikihow.com
www.scholar.google.co.in
www.campusoxide.com
www.blog.edusson.com
www.marketing91.com
www.quora.com
www.moneyconnexion.com
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ANNEXURE(QUESTIONNAIR)
NAME: AGE:
OCCUPATION:
ANNUAL INCOME:
MOBILE NUMBER:
A) Saving ac B) Current ac
C) Salary ac D) Others(D-mat
A) Yes B) No
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7) Any problem you are facing regarding HDFC bank?
56
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