Research report

on

COMPERATIVE ANALYSIS OF BANK IN TERMS OF QUALITY OF

SERVICEA WITH SPECIAL REFERANCE TO PNB AND HDFC BANK"

submitted in partial fulfilment for the requirement of the award

undergraduate degrre of

Bachlor of commerce ( Hons)

(2017 -2020 Batch)

Submitted by Submitted to

Mahima choudhary Mrs. Sarika

B.COM Hons.

Acharya Vishnu Gupt Subharti College of Management

& CommerceSWAMI VIVEKANAND SUBHARTI

UNIVERSITY,MEERUT
 DECLARATION

I hereby declare that the Research Project report titled "COMPERATIVE

ANALYSIS OF BANK IN TERMS OF QUALITY OF SERVICEA WITH SPECIAL
REFERANCE TO PNB AND HDFC BANK" submitted to Acharya Vishnu
Gupt Subharti Institute of Management & Commerce, SVSU,
Meerut(UP) in the partial fulfilment for the award of B.com(H) 2017-
2020 batchis an authentic record of my work.

I declare that the work has not been submitted for the award of degree
or diploma anywhere else.

(Name of Student) Mahima choudhary

Roll No. ………….

Date:_15___/_03__/___1999

Place:_Hapur__________

CERTIFICATE
I hear by declare that this project report title"COMPERATIVE ANALYSIS
OF BANK IN TERMS OF QUALITY OF SERVICEA WITH SPECIAL
REFERANCE TO PNB AND HDFC BANK" Is prepaid and submit by me to
the commerece of department and it is result of my own work and my
indebtedness to other work/ publication ,if any,have beenduly
accknowledgement

MAHIMA CHOUDHARY
 ACKNOWLEDGEMENT

Firstly, I might want to communicate my deepest wisdom of thanks to the

“Almighty God” for his loving care, faithfulness and thus enabling me to

accomplish this venture.

I feel indebted with cavernous wisdom of thanks to my advisor Miss

Sarika, Assistant Professor, Department of Management Studies. Her

kind advises, able guidance, high initiatives have made it possible for me

to accomplish this project report. Her careful supervision and keen

interest at each of the difficult points of my report have been really

valuable. This project would not have been achievable without her

sincere attention. I thank him heartily for the support and guidance

provided throughout the project.

With regards

Mahima choudhary.

TABLE OF CONTENTS
SR.NO CONTENTS page no.
1. INTRODUCTION 1-18
2. OBJECTIVE 19-20
3 LITERATURE 21-24
REVIEW

4. SIGNIFICANCE OF 25-26
THE STUDY
5 HYPOTHESIS 27-29
TESTING
6 Research 31-32
Methodology

a)Research design

b)Nature of
research

c) Data collection
 7. ANALYSIS AND 33-56
INTERPRETATION

Table1. Table2

Table 3. Table4

Table 5 Table6

Table 7. Table8

Table 9.

8. CONCLUSION 57-59

9. FINDINGS AND 60-62

LIMITATION
10 REFERANCES 63-68

Abstract

Bank is spine of an economy's money related framework. Budgetary

incorporation is the principle need of an economy. Banks and others
budgetary foundations assume principal job in money related
incorporation of an economy of nation. The present globalized
economies, banks are sheltere wellspring of account to individual and
partnerships.

The information on money related execution helps, to leaders, in

foreseeing, looking at, and assessing the acquiring capacity of
organization. Organization gives budgetary data through yearly reports
and money related announcement. An organization's money related
execution can be dictated by assessing and breaking down the
information gave in its yearly reports and money related release.

This examination study is enlightening and systematic in nature. The

information use for this investigation totally auxiliary in nature. In this
examination, monetary execution of PNB and HDFC Bank is assesses
and look at. The examination shows PNB face the issues to create the
salary and NPAs of PNB is expanding. The investigation shows that the
budgetary exhibition of HDFC Bank is better than PNB.
 CHAPTER 1.
INTRODUCTION

HISTORY OF COMMERCIAL
BANK
The commercial economic organization of India, additionally known as
alternate monetary company was a economic institution which come to
be set up in Bombay Presidency (now Mumbai), in 1845 of the British
Raj length
 Brahmins incorporate after financial liberalization inside the Nineteen
Nineties, extra than 50 fundamental domestic and distant places
enterprise banks characteristic in India, as well as many nation-owned
banks, co-op banks and smaller commercial banks. Located up
liberalization, u . S . A .-run banks are divesting government capital.

EVOLUTION OF BANKS IN INDIA

The Banking machine in India can be categorized in phasesPre-
Independence phase (1786-1947)

located up- Independence section (1947 to until date)

The post-Independence period may also moreover moreover similarly

be divided into 3 tiers-

Pre-nationalisation period (1947 to 1969)

publish nationalisation length (1969 to 1991)

Liberalisation duration (1991 to till date)

Pre-Independence segment (1786-1947)

the start cutting-edge the Banking device in India may be traced with
the muse modern financial institution modern day Calcutta in 1786. The
Banking in India originates within the ultimate decade within the 18th
century with the inspiration today's the English commercial enterprise
company homes in Bombay and Calcutta (now Kolkata).
3 presidency banks financial organization modern-day Bengal, financial
institution modern-day Bombay and financial group contemporary
Madras mounted in the nineteenth Century below the constitution
brand new the British East India employer.

In 1935, the presidency banks merge collectively and commonplace a

49a2d564f1275e1c4e633abc331547db monetary group named
Imperial financial organization present day India.

The Imperial financial institution today's India sooner or later named

the usa economic institution trendy India.

the primary Indian-owned Allahabad monetary group changed into set

up in 1865 in Allahabad.

In 1895, the Punjab national monetary institution changed into set up

in 1895.

The bank ultra-modern India primarily based in 1906 in Mumbai.

Many extra commercial enterprise banks which encompass Canara

economic organization, Indian monetary group, excellent bank modern
day India, bank ultra-modern Baroda and economic group ultra-modern
Mysore have been installation among 1906 and 1913 beneath Indian
ownership.

The primary bank state-of-the-art India, RBI set up in 1935 on the

advice modern Hilton-greater younger charge.

At that point, the Banking device grow to be most effective included

the metropolis population and need trendy rural and agriculture vicinity
grow to be definitely omitted.
put up- Independence section (1947 to until)

on the time independence, the complete Banking location became

under personal possession. the rural population modern-day america
present day america had to counting on small cash lenders for his or
her necessities. To treatment those troubles and higher improvement
today's the monetary tool the authorities t contemporary India
nationalised the Reserve financial institution brand new India in 1949.

In 1955 the Imperial financial institution modern day India have

become nationalised and named the u . s . a . financial company trendy
India.

The Banking law Act enacted in 1949.

Nationalisation duration (1969 to 1991)

In 1969, government modern day India nationalised 14 important banks

whose countrywide deposits had been extra than 50 crores.

Allahabad monetary organization

financial institution modern India

Punjab national monetary group

financial organization contemporary Baroda

financial group contemporary Maharashtra

crucial economic group modern India

Canara financial institution

Dena monetary group

Indian remote places economic agency

Indian financial institution

United economic group

Syndicate bank

Union bank contemporary India

UCO economic organization

The Indian Banking device immensely advanced after nationalisation

but the rural and weaker phase modern the society come to be
however no longer protected underneath the device.

To treatment those problems, the Narasimham Committee in 1974

encouraged the established order state-of-the-art neighborhood Rural
Banks (RRB). On 2nd October 1975, RRBs were installed with an
purpose to increase the amount latest credit score score score to the
agricultural phase modern-day the society.

Six more banks similarly nationalised in the 12 months 1980. With the
second wave ultra-modern nationalisation, the purpose modern
priority area lending became furthermore raised to forty%.

Andhra monetary institution

company monetary group

New financial institution present day India

Oriental monetary group modern-day trade

Punjab & Sindh financial group

Vijaya economic agency

Liberalisation segment (1990 to until)

so you can decorate financial balance and prtrendyitability cutting-edge

Public area Banks, the government present day India installation a
committee underneath the chairmanship trendy Shri. M. Narasimham.
The committee encouraged severa measures to reform banking tool
within the u . s . a ..

the maximum thrust today's the hints modified into to make banks
competitive and robust and conducive to the stableness modern the
economic tool.

The committee recommended for no greater nationalisation trendy

banks.

overseas banks might be allowed to open state-of-the-art in India

either as branches or as subsidiaries.

as a way to make banks greater aggressive, the committee

recommended that public area banks and private area banks have to be
treated equally with the useful aid ultra-modern the authorities and
RBI.

It have become emphasised that banks ought to be recommended to

desolate tract the conservative and conventional gadget modern
banking and adopt progressive feature along with provider issuer
banking and underwriting, retail banking, and lots of others.

Now, remote places banks and Indian banks criminal to installation

joint ventures in these and other more moderen today's economic
services.

10 Privates gamers had been given a license from the RBI to entry
inside the Banking area. the ones have been global don't forget
economic institution, ICICI monetary institution, HDFC financial
organization, Axis economic institution, financial company
contemporary Punjab, IndusInd monetary group, Centurion bank, IDBI
financial group, instances monetary group and improvement credit
score financial institution.

The authorities contemporary India extraordinary all the primary

recommendation modern-day the committee.

current-day development in Indian Banking region:

Kotak Mahindra economic group and certain monetary employer have

been given a license from RBI to get admission to in the system in the
year 2003 and 2004.

In 2014, RBI gives in-precept approval to IDFC and Bandhan financial

offerings to set up banks.

nowadays, Indian Banking industry is one of the maximum developing

flourishing industries. Banking systems present day any u . s . need to
be powerful, green because it performs the energetic in the monetary
development modern day the united states of america.

HISTORY OF HDFC Bank

HistoryDirectors ReportChairman's SpeechAuditors file

The HDFC financial institution was covered on August 1994 through the
decision of 'HDFC monetary group confined', with its registered place of
business in Mumbai, India. HDFC monetary organization started out out
operations as a Scheduled business monetary organization in January
1995. The Housing development Finance agency (HDFC) come to be
among the first to acquire an 'in precept' approval from the Reserve
economic organization of India (RBI) to set up a economic group within
the private zone, as a part of the RBI's liberalization of the Indian
Banking industry in 1994.

HDFC economic organization is headquartered in Mumbai. The financial

institution at present has an enviable community of over 1416 branches
unfold over 550 cities throughout India. All branches are related on an
internet real–time foundation. clients in over 500 locations are also
serviced through smartphone Banking. The financial organization also
has a network of approximately over 3382 networked ATMs throughout
those towns.
The promoter of the agency HDFC grow to be incepted in 1977 is India's
finest housing finance enterprise and enjoys an impeccable song file in
India similarly to in international markets. HDFC has developed large
information in retail loan loans to distinct marketplace segments and
moreover has a large enterprise consumer base for its housing related
credit score facilities. With its revel in inside the financial markets, a
strong market popularity, huge shareholder base and precise patron
franchise, HDFC turned into ideally placed to promote a monetary
organization inside the Indian surroundings.

The stocks are indexed at the Bombay inventory exchange confined and
The national stock alternate of India confined. The financial institution's
American Depository shares ( commercials ) are listed on the the large
apple stock trade (NYSE) below the image 'HDB' and the financial
institution's international Depository Receipts (GDRs) are indexed on
Luxembourg inventory change.

On also can moreover furthermore 23, 2008, the amalgamation of

Centurion financial agency of Punjab with HDFC financial employer
emerge as officially authorised with the useful resource of Reserve
monetary corporation of India to complete the statutory and regulatory
approval machine. As in step with the scheme of amalgamation,
shareholders of CBoP received 1 percent of HDFC monetary institution
for each 29 shares of CBoP.The merged entity now holds a strong
deposit base of spherical Rs. 1,22,000 crore and net advances of round
Rs. 89,000 crore. The balance sheet period of the combined entity
could be over Rs. 1,sixty three,000 crore. The amalgamation delivered
enormous cost to HDFC financial institution in phrases of increased
department network, geographic achieve, and customer base, and a
larger pool of professional manpower.

Is an Indian multinational banking and financial services enterprise

organization. it's far a state-owned agency based totally in New Delhi,
India. founded in 1894, the bank has over 6,3 hundred branches and
over 7,900 ATMs at some point of 764 cities. It serves over 80 million
clients.

PROFILE OF HDFC ECONOMIC GROUP

The Housing development Finance company confined (HDFC) grow to

be a few of the first to get keep of an 'in precept' approval from the
Reserve financial company of India (RBI) to installation a monetary
business enterprise within the area, as part of RBI's liberalisation of the
Indian Banking company in 1994. The economic group became included
in August 1994 within the call of 'HDFC monetary organization
confined', with its registered office in Mumbai, India. HDFC monetary
institution began operations as a Scheduled commercial commercial
enterprise enterprise economic group in January 1995.

PROMOTER

HDFC has advanced superb in retail mortgage loans to precise market

segments and furthermore has a large agency purchaser base for its
housing related credit score rating score facilities. With its enjoy within
the economic markets, strong market recognition, huge shareholder
base and precise customer franchise, HDFC have come to be preferably
positioned to promote a economic organisation inside the Indian
surroundings.

INDUSTRIAL EMPLOYER CONSCIOUSNESS

HDFC financial organization’s challenge is to be a worldwide beauty
Indian bank. The goal is to construct sound consumer franchises across
wonderful agencies at the manner to be the preferred provider of
banking offerings for purpose retail and wholesale purchaser segments,
and to acquire wholesome increase in profitability, constant with the
economic organization’s chance urge for meals.

The financial group is dedicated to keep the very satisfactory degree of

moral requirements, expert integrity, organisation governance and
regulatory compliance. HDFC financial institution’s commercial
organization philosophy is based totally mostly on five core values:
Operational Excellence, consumer focus, Product

HISTORY PUNJAB NATIONAL BANK

complete information of PNB for the cause that Inception

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Punjab countrywide financial institution (PNB) is an Indian multinational

banking and financial services enterprise organisation. it's far a
kingdom-owned agency based absolutely in New Delhi. The bank
changed into based in 1894. As of thirty first March 2017 the financial
institution has over 80 million clients, 6,937 branches, and 10681 ATMs
at some point of 764 cities.
however, the economic organisation’s wealthy information has been
tarnished with the resource of the $ 1.seventy seven billion (over
₹1,000 crore) fraud it said on 14th February, besides its massive pile of
poisonous loans, has come as a rude shock.

Diamond trader Nirav Modi and his maternal uncle Mehul Choksi,
moreover the chairman of jewellery maintain Gitanjali enterprise, are
presupposed to have duped the lender over a duration of seven years
in connivance with as a minimum of the monetary organisation’s
employees.

looking for to invest? Open an account with Groww and start investing
for freeBased on the information available with RBI, among us of a-run
banks in India, PNB topped within the form of mortgage fraud cases at
some stage in India. With 389 times totaling ₹ sixty 5.sixty billion
during the last 5 financial years.

at the identical time as the crucial Bureau of research and the

Enforcement Directorate probe the fiasco, proper here’s a have a have
a look at the rich records of India’s second biggest united states of
america-owned financial institution, the PNB.

Pre Independence
located up-Independence

Pre Independence

Born of India’s freedom struggle, PNB become installed in modern-day-

day Lahore, Pakistan, in 1894, and has coursed thru numerous crests
and troughs over its more than one hundred and a long time of
existence.

PNB modified into released by using the leaders of the Swadeshi

motion, lengthy earlier than even Mahatma Gandhi regarded at the
scene of the Indian independence motion. The monetary enterprise
emerge as based in 1894 thru Indian leaders and Indian capital.

1894: PNB turned into primarily based mostly on may also 19, 1894, in
Lahore.

1895: PNB opened for enterprise organization on 12 April 1895 at

Ganpatrai avenue in Lahore.

1904: PNB set up branches in Karachi and Peshawar.

1939: PNB obtained Bhagwan Dass bank restrained.

1947: Partition of India and Pakistan at Independence. PNB out of area
its premises in Lahore however persevered to carry out in Pakistan.

1960: PNB amalgamated Indo-business monetary organisation limited

(hooked up in 1933) in a rescue.

1961: PNB acquired general bank of India.

1963: The authorities of Burma nationalized PNB’s department in

Rangoon (Yangon).

1965: After the Indo-Pak warfare the authorities of Pakistan seized all
of the places of work in Pakistan of Indian banks, which encompass
PNB’s head place of job, which may additionally have moved to Karachi.
PNB moreover had branches in East Pakistan (Bangladesh).

1969: The government of India nationalized PNB and 13 other vital

banks on 19th July 1969.

1978: PNB opened a branch in London.

1986: The Reserve monetary group of India required PNB to

interchange its London branch to united states of america monetary
business enterprise of India after the department changed into
concerned in a fraud scandal.
1988: PNB obtained Hindustan industrial economic group limited in a
rescue.

1993: PNB obtained New financial institution of India, which the

government of India had nationalized in 1980.

1998: PNB installation a consultant administrative center in Almaty,

Kazakhstan.

2003: PNB took over Nedungadi monetary institution (set up the

financial corporation in 1899), the oldest place monetary group in
Kerala. It changed into covered in 1913 and in 1965 had obtained
determined on belongings and deposits of the Coimbatore countrywide
economic organization. at the time of the merger with PNB, Nedungadi
financial group’s stocks had 0 charge, with the prevent cease end result
that its shareholders obtained no fee for his or her stocks.

As on 31 March 2015, the financial enterprise enterprise had sixty

eight,290 personnel. As of 31 March 2013, it moreover had 919
personnel with disabilities on the same date (1.45%).[12] The average
age of monetary business enterprise personnel on the identical date
modified into 46 years.[12] The financial group stated enterprise
organisation organisation of INR 11.sixty 5 crores in line with employee
and internet profits of INR eight.06 lakhs consistent with employee at a
few level within the FY 2012–thirteen.[12] The business enterprise
incurred INR 5,751 crores in the course of employee gain charges at
some degree within the same financial three hundred and sixty five
days.[12]
RESPONSIBILITIES

The economic organization incurred INR three.24 crores on CSR sports

sports like clinical camps, farmer trainings, tree plantations, blood
donation camps and so forth. during the FY 2012–13.[12]

is an Indian multinational banking and economic offerings agency. it is a

rustic-owned corporation primarily based in New Delhi, India. based
totally in 1894, the financial institution has over 6,three hundred
branches and over 7,900 ATMs all through 764 cities. It serves over 80
million clients.

Punjab countrywide economic organization is one of the big four banks

of India, along side country financial institution of India, ICICI economic
organization and financial institution of Baroda. it's far the zero.33
largest financial institution in India in terms of asset duration (billion
with the useful resource of the stop of FY 2012-thirteen). The financial
institution has been ranked 248th largest economic agency within the
international thru way of the Bankers' Almanac.

PNB has a banking subsidiary in the united kingdom (PNB international

financial institution, with seven branches in the united kingdom), as
well as branches in Hong Kong, Kowloon, Dubai and Kabul. It has
consultant workplaces in Almaty (Kazakhstan), Dubai (United Arab
Emirates), Shanghai (China), Oslo (Norway) and Sydney (Australia). In
Bhutan it owns 51% of Druk PNB economic organization, which has five
branches. PNB owns 20% of Everest economic organization restricted,
which has 50 branches in Nepal. finally, PNB owns eighty four% of JSC
(SB) PNB economic group in Kazakhstan, which has 4 branches.

Profile of PNB monetary corporation

Punjab countrywide financial institution Ltd organisation image

Punjab country wide bank Ltd operates within the industrial banks area.
similarly to historical essential analyses, the entire record to be had to
shop for compares Punjab national economic organization Ltd with
three awesome businesses in this area in INDIA : monetary organization
of Baroda Ltd (2019 earnings of 607.78 billion Indian Rupees [US$8.05
billion] of which 35% become Wholesale Banking), Axis financial
organization limited (702.57 billion Indian Rupees [US$9.30 billion] of
which forty % modified into Retail Banking), and Canara monetary
institution (542.72 billion Indian Rupees [US$7.19 billion] of which 39%
became Wholesale Banking Operations).

sales evaluation. Punjab national economic institution Ltd encouraged

profits of 594.ninety six billion Indian Rupees (US$7.88 billion) for the
monetary 365 days completing March of 2019. This represents an
increase of 3.3% in region of 2018, while the enterprise employer's
income had been 576.06 billion Indian Rupees . sales of
agency/wholesale Banking observed an increase that have become
extra than double the business enterprise's growth price: profits were
up 22.4% in 2019, from 174.71 billion Indian Rupees to 213.76 billion
Indian Rupees . no longer all segments of Punjab country wide
economic organization Ltd skilled an growth in sales in 2019: earnings
of Treasury fell 10.2% to a hundred seventy five.33 billion Indian
Rupees . Punjab countrywide monetary organization Ltd additionally
expert decreases in earnings in one of a kind Banking Operations (down
2.7% to 14.74 billion Indian Rupees ) .
Chapter 2
Objectives
OBJECTIVE OF THE
STUDY
The investigation is prepared correlation between banks
administrations concerning client dispositions, so the cause for gift is as
follows.

1. To have a look at and examine performance of PNB and HDFC

economic institution through ratio analysis.

2.To find out customer dating with banks.

3.To realize that how far clients realize approximately wonderful

administrations gave with the aid of banks.

four. To recognize customer loyalty approximately distinct

administrations and approach in exchanges.
 Chapter 3
Literature Review
Literature evaluation (Bhatia 2007) in his studies paper entitled, Non-
performing assets of Indian public, private and overseas quarter banks
studied that, the NPAs are considered as an important parameter to
decide the magazine domestic web page: www.kaavpublications.org
Copyright 2019 Kaav publications 16 performance and financial health
of banks.This objectives to discover the fundamental factors which
effect NPAs of banks.

(Meenakshi Rajeev, H P Mahesh 2010) in her studied, banking sector

reforms and NPAs in Indian commercial banks to examine the traits of
NPAs in India from various dimensions and to offer an reason behind
how instant recognition and self-monitoring has been able to reduce it to
a top notch quantity.

(Saddu, 2011) An enterprise is made in the paper that what is NPA?

The components contributing to NPA, the greatness of NPA, purpose for
tall NPA & their affect on Indian managing an account operations. apart
from capital to risk weight age sources percentage of open & personal
phase banks, mgt of credit score threat & measures to govern the hazard
of NPA are too examined.
(Dr. G. Vadivalagan, 2013)There appears to be no unanimity within the
suitable preparations to be accompanied in settling the issue. there is
also no consistency in the application of NPA norms. the problem of
NPA is not constrained to as it were Indian public division banks
however it wins within the complete heating industry.

(Srinivas, Dec-2013)This paper is embraced to don't forget the motives

for propels attending to be NPA in the Indian commercial banks &
furnish affordable advice to overcome the problem. The crash of the
retaining money department may have an adverse blow on the
alternative division. A investor have to be rather cautious in lending, on
account that investor isn't always loaning cash out of his possess capital.

(H.S., January 2013)The research paper recognizes the impact of a set

of small scale monetary factors like age, intercourse, training and
conjugal reputation and so forth. of Indian ranchers at the management
of their credit. credit mgt. consists of arranging, affiliation, controlling,
coordinating & co-coordinating the credit score endorsing procedures in
set up to decrease the non acting aid.

(D.Jayakkodi.,2015 )A have a look at on NPA’s of selected Public and

personal area Banks in India aimed to study and examine the net NPAs
and internet NPAs of choose Public and personal zone Banks.

(Mistry and Savani 2015) categorized Indian private department banks

on the idea in their financial characteristics and analyzed their cash
associated execution. They determined that go back on assets and hobby
wage have a poor relationship with operational productivity at the same
time as, advantageous relationship with resource usage and useful
resource estimate.

(Sodhiand Waraich 2016) made a predominant research with the help

of key budgetary proportions to understand the esteem of shares of the
selected banks and their speculation openings. They located that non-
public and foreign banks are attempting to improve

chapter 4
. Significance of
the study
1)Getting clear picture of comparative analysis of public sector
and private sector bank service and commitments.
2) useful for prospectus customer why want to invest in bank.
3) useful for improving the marketing practice of banking
service.
4) useful to know the annual growth of both bank.

5)useful to make a comparison between both banks.

6) useful to know the profit of both banks.

Chapter 5
Hypothesis
a)There is no significant qualification between cash related execution
of PNB and HDFC bank.

The sub hypotheses of the assessment

are:
H0.1: There is no basic qualification between Return on Average Assets
extent of PNB and HDF bank.

H0.2: There is no basic qualification between Capital Adequacy Ratio of

PNB and HDFC bank.

H0.3: There is no basic qualification between Net NPA to Net Advance

Ratio of PNB what's more, HDFC bank.

H0.4: There is no basic qualification between Cost Income Ratio of PNB

and HDFC bank.

H0.5: There is no basic qualification between Credit Deposit Ratio of

PNB and HDFC bank.

H0.6: There is a basic qualification between advantage per agent of PNB

and HDFC bank

H0.7: Open Sector banks are standing up to strong competition from

private part sets aside cash as for buyer dependability.

H0.8: There is a differentiation in level of satisfaction of HDFC and PNB

customers.

H0.9:. Laborers of HDFC bank are progressively powerful in offering

kinds of help to customers than laborers of PNB
.b) To develop the relationship of customer with bank.

Ho1: The relationship between bank and customer is debtor and

creditor

Ho2 : Bank provide good terms of facilty to develop their relationship

with customer.

Ho3: Bank provide online facility to develop their relation.

Ho4:There is different level of sarisfaction of PNB and HDFC customer

Ho5: Bank provide different kind of service to satisfy client.

 Chapter 6
Research methodology
Studies technique describes the various techniques to behavior the
research study. It indicates the gathering of the stairs which might be
located in studies method from beginning of the check till the final
touch of the have a look at. So, studies technique is a way
systematically treatment the hassle and get insights into
phenomena.An expansive that means - "within the broadest feel of the
word, the that means of research includes any social occasion of
statistics, statistics and realities for the development of
understanding.technique is the green, hypothetical exam of the
techniques executed to a subject of have a study. It involves
thehypothetical studies.of the assemblage of techniques and
requirements associated with a part of information.

regularly, it envelops thoughts, as an instance, worldview, hypothetical

model, tiers and quantitative or subjective techniques.So it is anything
however difficult to decide that one of the maximum massive element
in an exploration work is to determine test machine. The motive for
existing is to painting the discover, dreams, speculation, research
design, pattern

Configuration, property and facts collection, Sampling method, analysis

and Interpretation of statistics and moreover boundaries of the exam.
The perceive of the exam is A Comparative research of HDFC and PNB
banking administrations with 86f68e4d402306ad3cd330d005134dac
connection with clients'I

a)RESEARCH DESIGN
The research goals and questions of the prevailing look at imply that
studies layout is descriptive. on this examine a deductive approach
become selected, given that research commenced out with a literature
evaluation.The random pattern survey approach changed into
employed for information series. in this basis, in Public place, us of a
monetary group of India and in area HDFC financial institution were
decided on

b)NATURE OF RESEARCH
The researcher has adopted quantitative method of investigation. For
inferring the magnitude of quantitative measure, questionnaire has
been used.

c)DATA COLLECTION

Research is based at the primary and secondary records. The required

facts for the have a look at has been accumulated from published

Annual reviews of the banks and other statements prepared through

PNB and HDFC financial group.
 Chapter 7
DATA ANALYSIS AND
INTERPRETATION

Return on Average Assets Ratio

Go lower back on commonplace Ratio is a trademark used to evaluate
the profitability of a bank’s belongings and it's far calculated via the use
of way of taking net profits and divided with the beneficial resource of
not unusual desired property. The ratio facilitates to diploma how
successfully a financial institution is using its property. The higher the
ROAA of a financial institution imply extra the of financial institution.

Capital Adequacy Ratio

Capital adequacy ratio is an device to measure the financial health of
banks. This ratio is used to shield the interest of depositors and
promote the stability and monetary efficiency machine. Reserve
economic institution of India (RBI) presently directed to commercial
banks to hold a minimal capital of nine% of threat-weighted assets.

Net NPA to Net Advance Ratio

NPA is a disorder resulting in non-overall performance of a portion of
mortgage portfolio leading to no recovery or much less recuperation /
earnings to the lender. NPAs are an inevitable burden on the banking
region. The fulfillment of a financial institution depends upon the
strategies of dealing with NPAs andkeeping them inside tolerance level
(Misra & Yadav, 2015)

Cost to Income Ratio

fee to profits ratio represents the capability of manage to profits
generate at low degree of fee. CI ratio degree the earnings generated
consistent with rupee price. If a financial group produced greater
incomeper rupee fee contrast with distinctive financial institution then
execution banks might be better. Low diploma of charge to pay
percentage suggests higher execution of bank and better control of
bank.

Credit Deposit Ratio

Credit-Deposit Ratio is the extent of advance resources made by a bank

from the stores gotten. Credits are the advances and advances
conceded by the bank. As it were it is the sum loaned by the bank to an
individual or an association which is recouped later on. Intrigue is
charged from the borrower. Store is the sum acknowledged by bank
from the savers and intrigue is paid to them. (B.Singh and Tandon,
2012) . Credit Deposit Ratio = Credit/Deposit

Benefit per Employee

Benefit per Employee speaks to the benefit per representative. It shows

the working execution of banks. Higher the proportion demonstrates
better working execution of bank. Benefit per Worker ratio=
Revenue/Number of representative.
Table 1: general number of Branches of PNB and HDFC financial
institution

FY PNB HDFC
No. of AGR% No.of AGR%
Branches Branches
2009-10 5002 1725
2010-11 5189 3.74 1986 15.13
2011-12 5670 9.27 2544 28.10
2012-13 5874 3.60 3062 20.36
2013-14 6201 5.57 3403 11.14
2014-15 6560 5.89 4014 17.95
2015-16 6937 5.39 4520 11.19
2016-17 6983 0.65 4729 4.19
2017-18 6989 0.085 5314 11.00
2018-19 11000 36.46 5500 3.381

Table.1: : affords the trends in overall wide variety of branches of PNB

and HDFC bank. It indicates that general quantity of branches of each
banks boom however branches of PNB increases in evaluate yo HDFC
bank
Table 2: general quantity of ATM of PNB and HDFC financial institution
FY PNB HDFC

No.of ATMs AGR% No. of ATMs AGR%

2009-10 3544 4232

2010-11 5050 42.49 5471 29.28

2011-12 6009 18.99 8913 62.91

2012-13 6313 5.06 10743 20.53

2013-14 6940 9.93 11256 4.78

2014-15 7343 20.29 11766 4.53

 2015-16 10681 31.25 9593 2.65

2016-17 9668 10.47 11259 14.79

2017-18 9255 4.46 12259 8.15

2018-19 13000 28.80 13514 9.28

Table 2 shows slants in AGR of Total Number of ATMs of PNB and HDCF
Bank. Table uncovers that all out number of ATMs of the two banks is
expanding by year . In case of Total number of ATMs

of HDFC bank maintain a huge gap from PNB.

Table 3: Net Profit PNB and HDFC Bank

(FY 2010-11 to 2014-15) (Amount in Crore Rs.)

FY PNB HDFC

Amount AGR% Amount AGR%

2009-10 3905 2949
2010-11 4433 13.52 3926 33.13
2011-12 4884 10.17 5167 31.61
2012-13 4748 -2.78 6726 30.17
2013-14 3343 -29.59 8478 26.05

2014-15 3062 -8.41 10246 20.5

CAGR -17.09 141.46

Table 3 shows the patterns in net benefit of PNB and HDFC Bank. Table
uncovers data about the CAGR of the two banks. It presents that CAGR
for net benefit of HDFC Bank is more than PNB. Hole between CAGR for
net benefit of PNB is excessively far from HDFC Bank.

Table 4: Mann- Whitney U-test for Return on Average Assets Ratio (%)
of PNB and HDFC Bank.

FY PNB HDFC
 AAR value Rank value Rank
2010-11 1.34 5 1.58 6

2011-12 1.19 4 1.77 7

2012-13 1.00 3 1.9 8

2013-14 0.64 2 2.00 9

2014-15 0.53 1.5 2.02 10

2015-16 0.66 1 2.40 9.5

2016-17 1.04 2 2.79 6

sum of 18.5 55.5

order
No.of order 9 9

u- statistics 0**

z- value 2.611**

Note: * Significant at p=0.05, ** Significant at p=0.01

Calculating value of U-statistics is 0 which is equal to table value of U-

statistics (0) at level of significant 0.01, so it may be said that distinction
among go back on common assets of PNB and HDFC financial institution
is sizeable at level of p=0.01. It is further confirmed by calculating z-
value (2.61) is more than table value of z-statistics (2.58) at level of
p=0.01.

So, the null hypothesis H0.1 “there's no good sized difference among go
back on common assets ratio of PNB and HDFC bank” is rejected.

Table 5: Mann- Whitney U-test for Capital Adequacy Ratio of PNB and
HDFC bank

FY PNB HDFC

valie Rank value Rank

2010-11 12.42 3 16.22 7
2011-12 12.63 4 16.52 8
2012-13 12.72 5 16.80 10
2013-14 11.52 1 16.07 6
2014-15 12.21 2 16.29 9
2015-16 12.78 2.5 16.88 8.5
2016-17 12.89 6 16.54 9
sum of order 23.5 47.5
No.of order 9 9
u- statistics 0**

z- value 2.611**

Note: * Significant at p=0.05, ** Significant at p=0.01

Ascertaining estimation of U-measurements is 0 which is equivalent to

table estimation of U-insights (0) at level of critical 0.01, so it tends to
be said that distinction between Capital Adequacy Ratio of PNB what's
more, HDFC Bank is noteworthy at level of p=0.01. It is additionally
affirmed by ascertaining z- esteem (2.61) is more than table estimation
of z-measurements (2.58) at level of p=0.01. In this way, the invalid
hypothesis H0.2 “There is significant difference between Capital
Adequacy Ratio of PNB and HDFC bank” is rejected.

Table 6: Mann- Whitney U-take a look at for net NPA to net

increase Ratio of PNB and HDFC bank.
FY PNB HDFC

value Rank value Rank

2010-11 0.85 6 0.19 2

2011-12 1.52 7 0.18 1

2012-13 2.35 8 0.20 3

2013-14 2.85 9 0.27 5

2014- 15 4.06 10 0.25 4

2015-16 4.59 9.5 0.27 6

2016-17 5.01 8 0.37 4.5

sum of 57.5 25.5

order

No.of data 9 9

u- statistics 0**

z- value 2.611**

Note: * Significant at p=0.05, ** Significant at p=0.01

Figuring estimation of U-measurements is 0 which is equivalent
to table estimation of U-insights (0) at level of noteworthy 0.01,
so it tends to be said that contrast between Return on Average
Assets of PNB and HDFC Bank is noteworthy at level of p=0.01.
It is additionally affirmed by ascertaining z-esteem (2.61) is
more than table estimation of z-measurements (2.58) at level
of p=0.01. In this way, the invalid theory H0.1 "There is no huge
distinction between Return on Average Assets proportion of
PNB and HDFC bank" is dismissed.

Table 7 Mann- Whitney U-check for value to profits Ratio of

PNB and HDFC financial institution.
FY PNB HDFC

value Rank value Rank

2010-11 41.27 2 48.08 8
2011-12 39.75 1 49.68 10
2012-13 42.81 3 49.58 9
2013-14 45.06 5 45.61 6
2014-15 46.74 7 44.56 4
2015-16 47.81 6 46.78 7
2016-17 48.9 5 44.86 5
sum of order 29 39
No.of order 9 9
u- statistics 7
z- value 1.98

Note: * Significant at p=0.05, ** Significant at

p=0.01

calculating value of U-statistics is 3 which is more than table

value of U-statistics (2) at level of significant 0.05, so it can be
said that difference between Cost to income Ratio of PNB and
HDFC bank isn't always substantial at level of p =0.05. It is
further confirmed by calculating z-value which is lies on
acceptance region z-statistics at level of p=0.05. So, the null
speculation H0.4 “there's no widespread difference among
price to profits Ratio of PNB and HDFC bank” is conventional.

Table 8: Mann Whiteny U - take a look at for credit deposit Ratio of PN

B and HDFC financial institution.

FY PNB HDFc
 Value Rank Value Rank

2010-11 77.32 3.5 76.7 2

2011-12 77.39 5 79.2 7
2012-13 78.86 6 80.9 8
2013-14 77.38 3.5 81.79 10
2014-15 75.90 1 81.71 9
2015-16 76.54 2 81.89 6
2016-17 76.67 4 82.24 7
sum of order 26 46
No.of order 9 9
u- statistics 4
z- value 1.75
Note: * Significant at p=0.05, ** Significant at p=0.01

Computing estimation of U-insights is 4 which is more than table

estimation of U-measurements (2) at level of huge 0.05, so it very well
may be said that contrast between Net NPA to Net Advance Ratio of
PNB and HDFC Bank isn't huge at level of p=0.01. It is additionally
affirmed by ascertaining z-esteem (1.78) is not exactly table estimation
of z-measurements (1.96) at level of p=0.05. In this way, the invalid
speculation H0.5 "There is no critical contrast between Credit Deposit
Ratio of PNB and HDFC bank" is acknowledged.
Table 9: Mann- Whitney U-test for Profit Per p Employee of PNB and
HDFC Bank

(Amount in Crore Rs.)

FY PNB HDFC
value Rank value Rank
2010-11 8.35 6 7.37 3

2011-12 8.42 7 8.12 5

2012-13 8.60 4 10.00 8.5

2013-14 5.49 2 12.00 10

2014-15 5.00 1 10.00 8.5

2015-16 6.10 2 11.14 4.5

2016-17 6.49 1 12.19 8.5

No.of order 9 9

u -statistics 5

z- value 1.57

Calculating value of U-statistics is 5 which is more than table value of U-

statistics (2) at level of significant 0.05, so it can be said that difference
between Profit Per Employee of PNB and HDFC Bank is not significant at
level of p=0.05. It is further confirmed by calculating z-value (1.57) is
less than table value of z-statistics (1.96) at level of p=0.05. So, the null
hypothesis H0.6 “There is no significant difference between Credit
Deposit Ratio of PNB and HDFC bank” is accepted.bank profit per
employee is not significant. It is concluded from parameters of financial
performance of both banks that HDFC Bank performing better than
PNB.

Growth rate chart of PNB Bank

Growth rate chart of HDFC Bank

This two chart shows comparision of grwth between PNB and HDFC
bank , this show that HDFC bank has higher growth rate than PNB
bank .HDFC bank invest more fund to increase its annual growth .In
2018 it is increase by 16% and in 2019 it increase by 23% which is
higher than PNB bank.
Terms of quality of service provided by
HDFC and PNB Bank

HDFC financial organization

monetary establishments (counting banks and credit score
institutions) may additionally range in the type and form of
administrations they supply to clients yet a wide variety in their
"center" administrations are the same. The administrations
frequently gave contain an assortment of monetary statistics,
sparing facts, authentications of keep, and credit score,
together with vehicle advances and domestic loans. greater
administrations may additionally include comfortable keep
containers and hypothesis related administrations. check with
community financial foundations in your locale for precise
insights regarding their items and administrations.

PNB bank
Punjab countrywide monetary group, popularly known as P. N.
B., initially commenced out its business enterprise on 12th April
of the three hundred and sixty 5 days 1895. With their
undertaking to offer banking services to the un-banked, they
reason to be the principle participant in international banking.
Over the time, they have got come to be a stated name,
especially within the Indo-Gangetic plains. The network of this
monetary organization consists of over 5, one hundred
workplaces, which encompass 5 foreign places branches and
extra than 60 million customers. This economic agency has
persevered to preserve their control function for its sturdy
fundamentals, advanced brand image further to franchise fee.
services and products of Punjab country wide bank
This financial institution in India gives various economic services
in several segments. some of them are mentioned underneath
alongside aspect their individual merchandise
: This announcement information that every economic
enterprise offer proper terms of of offerings to their customer .
 Chapter eight
CONCLUSION

Economic organization works in dynamic surroundings which

laid low with many uncontrollable elements i.e. Diploma of
inflation, authorities and rbi rules, monetary situations and
plenty of extra factors. It is very difficult to measure the
monetary performance of banks in presence of these out of
manipulate factors. It is concluded from the examine, total
wide form of branches of every banks growth by way of yr on
365 days foundation understanding annual increase charge in
total huge sort of branches in hdfc monetary group is extra
than pnb which expertise hdfc financial institution is invested
extra fund in introduction of branches than to pnb invested in
advent of branches.it's miles concluded that every financial
group spend the fund to collect the atms information annual
boom rate in basic variety of atms of hdfc financial institution is
greater than annual growth fee in typical amount of atms in
pnb.it sknowknowledge that hdfc monetary group generating
extra profits to its rival.
Annual increase rate in net income of HDFC financial institution
is high quality all one year which suggest financial organization
appearing nicely expertise annual increase charge in internet
profits of PNB after year 2011-12 is negative which imply PNB
dealing with issues in producing earnings

.return on not unusual property ratio expertise that financial

performance of HDFC economic group is higher than PNB which
endorse HDFC economic group invested its belongings in
greater profitable fingers. Capital adequacy ratio of HDFC
financial institution is likewise higher than PNB which endorse
HDFC monetary group is extra financially healthful to PNB. Net
npas to net property ratio of HDFC financial institution is lower
than PNB which know-how that HDFC bank is better to get
higher its enhance know-how npas in case of PNB is growing 12
months on 12 months which information PNB need to appraise
credit score score insurance to manipulate the
NPA .fee to earnings ratio of PNB is plenty less than HDFC
Banks. Credit score score deposit ratio of PNB and HDFC
financial group both have nicely.
Each banks entire make use of its deposits to disburse
advances. Income in keeping with employee of HDFC is
increasing and PNB is lowering understandingeverknowledge in
the course of sample length every
chapter 9

FINDINGS AND LIMITATION

hassle OF THE have a examine
1)confined pattern duration.
2)loss of consumer and employees hobby to top off questioner.
3) it is hard to accumulate facts because of spread of
coronavirus, it's far tough to do survey . records is accumulated
specifically on secondary statistics base.
4) client beyond experiance might also affect his gift
preferance.
5) difficult to attain consumer in lockdow .
6)most of records is accumulated from internet.

FINDING OF THE HAVE A EXAMINE

1) take a look at knowledge that wide type of branches of PNB

is extra in compare to the HDFC economic group.
2)The branches of PNB boom every 12 months , know-how the
quantity of growth Of PNB is higher than HDFC.
3)each the financial institution spend a massive a fund to
assemble the ATMs , the once a year growth charge in overall
huge sort of ATMs is greater than annual boom price of
standard type of ATMs of PNB bank.
4)It know-how that HDFC financial institution generating
greater earnings than PNB.
5) Internet earnings of HDFC financial group is effective in all
year , understanding net earnings of PNB is poor in twelve
months it information that HDFC economic institution is acting
properly.
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Annual reports of HDFC bank years 2010-2011 to 2014-2015

Annual reviews of Punjab countrywide bank years 2010-2011 to
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