MINOR PROJECT REPORT SUBMITTED TOWARDS THE PARTIAL

FULFILMENT OF

BACHELOR OF BUSINESS ADMINISTRATION

MINOR PROJECT REPORT ON

A STUDY ON MARKETING STRATEGY OF HDFC BANK

(Batch: 2021-2024)

Submitted by: Project guide:

Lalit rawat Dr. Umme Zainab
10120601721 (Assistant professor)

TRINITY INSTITUTE OF PROFESSIONAL STUDIES, DWARKA SEC – 9

AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY, NEW
DELHI

1
 STUDENT UNDERTAKING

This is to certify that I have completed the Project titled “MARKETING STRATEGY OF

HDFC BANK” under the guidance of “Dr. Umme Zainab” in partial fulfilment of the

requirement for the award of degree of Bachelor of Business Administration (BBA) at Trinity

Institute of Professional Studies, Dwarka , New Delhi. This is an original piece of work and

has not been submitted elsewhere.

LALIT RAWAT
10120601721

STUDENT SIGNATURE

2
 CERTIFICATE

This is to certify that the project titled “MARKETINNG STRATEGY OF HDFC BANK” is
an academic work done by “LALIT RAWAT” submitted in the partial fulfilment of the
requirement for the award of the degree of Bachelor Of Business Administration (BBA) from
Trinity Institute of Professional Studies, Dwarka, New Delhi, under my guidance &
direction. To the best of my knowledge and belief the data & information presented by him in
the project has not been submitted earlier.

Dr. Umme Zainab

(Assistant Professor)

SIGNATURE OF FACULTY GUIDE

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 ACKNOWLEDGEMENT

I express my sincere gratitude and thanks to Dr. Umme Zainab for giving me an opportunity to
enhance my skill in my project. I am thankful for her guidance, patience and consummate
support. I extend my heartiest thanks to her for enlightening my path. Without her sincere
advice, this project has been impossible.
Moreover, I would also like to thank the various people who were involved with this project
and gave me invaluable guidance in this regard. Without their help, this project would not have
been as comprehensive and detailed as it is.
I also feel grateful and elated in expressing my indebtedness to all those who have directly or
indirectly helped me in accomplishing this research.

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 TABLE OF CONTENTS

S.NO. Particulars Page no.

1. Chapter 1(Introduction) 6-10

i. About topic
ii. Company Profile
2. Chapter 2(Research Objectives and Methodology) 11-14
i. Objectives
ii. Research Methodology
iii. Research Design
iv. Data Collection
3. Chapter 3(Company Analysis and Interpretation) 15-38
i. Company Analysis
ii. Interpretation
4. Findings 39-50

5. Limitations 51-52

6. Conclusion and Suggestions 53-56

7. Bibliography 57-58

8. Annexure 59-62

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 CHAPTER -1
INTRODUCTION

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 A BRIEF INTRODUCTION
Evolution of Indian Banking Industry

Organised banking was active in India since the establishment of the General Bank of India
in 1786. After independence, the Reserve Bank of India (RBI) was established as the central
bank and in 1955, the Imperial Bank of India, the biggest bank at the time, was taken over by
the government to form state-owned State Bank of India (SBI). RBI had undertaken an exercise
to merge weak banks to strong banks and the total number of banks thus reduced from 566 in
1951 to 85 in 1969.

With the objective of reaching out to masses and meeting the credit needs of all sections of
people, the government nationalised 14 large banks in 1969 followed by another 6 banks in
1980. This period saw enormous growth in the number of branches and the banks’ branch
network became wide enough to reach the weakest sections of the society in a vast country like
India.

The economic reforms unleashed by the government in early nineties included banking sector
too, to a significant extent. Entry of new private sector banks was permitted under specific
guidelines issued by RBI. A number of liberalisation and de-regulation measures aimed at
consolidation, efficiency, productivity, asset quality, capital adequacy and profitability have
been introduced by the RBI to bring Indian banks in line with International best practices.

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The Current Scenario

Currently there are 222 banks in India operating through 68,681 branches. In the past few years,
the country has seen the advent of a plethora of private and foreign banks in a land which was
once dominated by the public sector banks. This has further intensified competition in an
industry where products are getting harder to differentiate and customer retention even more
difficult.

The present day demands of customers of banks are so ever increasing that bankers are
constantly on the look out for better products and maximising service quality in their customer
outlets. To put it in other words banks are constantly in search of Product

8
Innovation and Process Innovation to satiate the demands of their clientele and thereby offer
superior ‘customer service’.

2. DEFINING CUSTOMER, SERVICE & CUSTOMER SERVICE

Who is a customer?

The word customer has been derived from "custom," meaning, "habit”. As per the literal
meaning, a customer is someone who is in the habit of buying or receiving goods or services
from the same business organisation. But in today’s world it has much more meaning than the
old one. A customer is someone who makes use of or receives the products or services from an
individual or organization. In a general term a customer is a person who has some regular
commercial dealing.

Incase of banks, a customer is a person who has an account with the bank. As per Section 131
of Negotiable Instruments Act, a bank gets protection when it collects instruments (cheque,
draft etc) for and on account of his customer. And for a person to deposit cheque or instrument,
he has to have an account. Therefore, for a person to be a customer of a bank he has to have an
account relationship with the bank. However, in the present changing scenario when the extent
scope of banking is enlarging, this definition of having an account appears to be very narrow.
Banks provide many services for which account relationship is not at all required, say for
example for purchasing a bankers cheque, demand draft or travelers cheque.

In the modern era, banks are making use of print and other technological media for
advertisement of their products and services. These are the offers to masses for making use of
their multiple products. Therefore, the definition of a customer has widened, and he can be
broadly classified in to three categories.

1 .Those who have account relationship with bank.

2 Those who do not have account relationship, but use the services provided by banks.

3 Those who have been motivated to deal with banks by advertisement, personal contacts
etc., they are prospective customers.

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 RATIONALE FOR CHOOSING THIS TOPIC :

The project was carried out for understanding the customer preference & attributes towards
of HDFC Bank and its market potential. HDFC Bank was established in the year 1994, they
are old player in banking sector, and the bank has two principle client segments –customer and
asset management. The bank follows values such as – Integrity, teamwork, respect,
professionalism, & Mission. The segment of bank we are considering here is- Corporate

banking. The product out of which have chosen for research is Saving Accounts. This
research helps us in finding out the customers view regarding the product and Services offered
by the HDFC bank and awareness by promotion and also identifying the market potential of
the product offered by the HDFC bank.

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 CHAPTER 2
RESEARCH OBJECTIVES AND METHODOLOGY

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 OBJECTIVES OF THE STUDY

The Research project has been carried out to aid the HDFC BANK bank in offering services
that the customer needs and also to improve on some of the existing services of the bank.

The objective of this project was to find out:

• To study Service Account potential in today’s market scenario as a whole.

• To Analyze Market Potential of HDFC BANK Bank’s Services Account.

• Comparing other banks with HDFC BANKon various banking parameters.

• To know the customer acceptance of the services of HDFC BANK bank in Delhi
and NCR regions.

• To find out the various factors on which the bank lags/leads.

• To increase the brand awareness and acceptance.

Analyzing the data as per the given objectives, reaching a conclusion and finally the factors
that the bank should consider in case of improving the service accounts.

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 RESEARCH METHODOLOGY OF THE STUDY

The study is an exercise involving estimation of parameters as regard to organizational

requirements. The research was designed so as to get the relevant information that can be used
for various organizational purposes.

DATA SOURCE:

Research used both primary and secondary data to accomplish the objectives.

PRIMARY DATA: It is the first hand gathered to help solve the problem at hand. Data is
collected personally for the specific project through research. Questionnaire was designed to
gather information on the company marketing and services.
Online survey in form of quessionare were filled by some of HDFC bank members

SECONDARY DATA: It is the second hand data already available and collected by someone
else. The data were extracted through internet, publications; articles, companybooks, etc.
All the information has been taken from the official catalogues and website
(https://www.hdfcbank.com/)
DATA COLLECTION:

The study used the survey method to collect the raw information specific to the current research
work. The survey method is advantageous because it helps to collect detailed information about
an individual respondent.

Survey:
The type of survey undertaken was that of sample type keeping in consideration the time
constraints besides the viability of census survey. The sample survey undertaken to reach the
desired destination was carefully planned and executed by using selected samples.

Statistical Tool:

The tool used for obtaining the relevant information was questionnaire. A well structured
questionnaire was administered to the sample of the study. The questionnaire was designed
keeping in view both major and minor objectives of the study.

Sampling:

With the customer being unknown and given the time and resource constraints random sample
was obtained from the population. The random sampling is a type of sampling method where
each individual unit has an equal probability of being chosen.

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The sample size is 82 people
Data completion and analysis:

After the data was collected, it was tabulated and findings of the project were presented
followed by analysis and interpretation to reach certain conclusions.
Various form of data interpretations were used for anaylsis.

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 CHAPTER-3
COMPANY ANALYSIS AND INTERPRETATION

15
 ABOUT THE COMPANY
COMPANY PROFILE
Housing Development Finance Corporation Limited, more popularly known as HDFC Bank
Ltd, was established in the year 1994, as a part of the liberalization of the Indian Banking
Industry by Reserve Bank of India (RBI). It was one of the first banks to receive an 'in principle'
approval from RBI, for setting up a bank in the private sector. The bank was incorporated with
the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it
started its operations as a Scheduled Commercial Bank.

HDFC Bank Limited. The Group's principal activities are to provide banking and other
financial BANK. The Group operates through four segments: Treasury, Retail Banking,
Wholesale Banking and Other Banking Business. The Treasury BANK segment consists of net
interest earnings on investments portfolio of the bank and gains or losses on investment
operations. The Retail Banking segment serves retail customers through a branch network
and other delivery channels. This segment raises deposits from customers and makes loans and
provides advisory BANK to customers. The Wholesale Banking segment provides loans and
transaction BANK to corporate and institutional customers. The Other Banking Operations
segment provides BANK relating to credit cards, debit cards, third party product distribution
and primary dealership business and other associated costs. The Bank was Incorporated on 30th
August 1994. A new private sector Bank promoted by housing Development Corporation Ltd.
(HDFC), a premier housing finance company. The bank is the first of its kind to receive an
in-principle approval from the RBI for establishment of a bank in the private sector. Certificate
of Commencement of Business wasreceived on 10th October 1994 from RBI. The Bank
transacts both traditional commercial banking as well as investment banking. HDFC, the
promoter of the bank has entered into an agreement with National Westminister Bank Pc. and
its subsidiaries (Nat west Group) for subscribing 20% ofthe banks issued capital and providing
technical assistance in relation to the banks proposed banking business.

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Present Status of the Organization:-

March 2013 March 2014 March 2015

Citied 2022 2234 2600

Branches 3251 3500 4014

ATMs 11177 11496 11809

Housing Development Finance Corporation Limited, more popularly known as HDFC Bank
Ltd, was established in the year 1994, as a part of the liberalization of the Indian Banking
Industry by Reserve Bank of India (RBI). It was one of the first banks to receive an 'in principle'
approval from RBI, for setting up a bank in the private sector. The bank was incorporated with
the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it
started its operations as a Scheduled Commercial Bank. Today, the bank boasts of as many as
4281 branches and over 12054 ATMs across India. Amalgamation In 2002, HDFC Bank
witnessed its merger with Times Bank Limited (a private sector bank promoted by Bennett,
Coleman & Co. / Times Group). With this, HDFC and Times became the first two private
banks in the New Generation Private Sector Banks to have gone througha merger. In 2008,
RBI approved the amalgamation of Centurion Bank of Punjab with HDFC Bank. With this, the
Deposits of the merged entity became Rs. 1,22,000 crore, while the Advances were Rs. 89,000
crore and Balance Sheet size was Rs. 1,63,000 crore.

Head Office
HDFC Bank
Ramon House, 169, Backbay Reclamation,
H T Parekh Marg, Churchgate
Mumbai - 400020
Phone: +91 (22) 66316000, 66636000, 66316060
Fax: +91 (22) 22048834
Website: www.hdfc.com

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Tech-Savvy

HDFC Bank has always prided itself on a highly automated environment, be it in terms of
information technology or communication systems. All the braches of the bank boast of online
connectivity with the other, ensuring speedy funds transfer for the clients. At the same time,
the bank's branch network and Automated Teller Machines (ATMs) allow multi-branch access
to retail clients. The bank makes use of its up-to-date technology, along with market position
and expertise, to create a competitive advantage and build market share.

Capital Structure

At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5 billion), of this
the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of equity share, the HDFC Group
holds 19.4%. Foreign Institutional Investors (FIIs) have around 28% of the equity and about
17.6% is held by the ADS Depository (in respect of the bank's American Depository Shares
(ADS) Issue). The bank has about 570,000 shareholders. Its shares find a listing on the Stock
Exchange, Mumbai and National Stock Exchange, while its American Depository Shares are
listed on the New York Stock Exchange (NYSE), under the symbol 'HDB'

Functional Departments of the Organisation:-

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

administrative department and the executive department. The HR department of the
organization consists of the people who employ the Persons who they think would be able to
do justice with the job handled.The administrative department of the organization consists of
the director and the manager of the organization. They preside the organization and control
all the operations of the organization such that the organization could run in a smooth and
effective manner.The executive department of the organization consists of the various
employees who execute the job undertaken by them. The employees consists of the team
leaders, the corporate financial consultants, the telecallers, various staffs and junior staffs who
are the main structural framework of the organization. The organization thus runs with the
effective coordination of the HR department, the administrative department and theexecutive
department such that the supervisors of the organization preside over the subordinate
employees to give them directions about fulfilling their works most efficiently and effectively.
Technical Consultancy Department: The Technical Consultancy Department

18
is responsible for technical appraisal of industrial projects. The mission of the division is aimed
towards the verification of the technical viability of industrial projects and assisting theFunds
management in taking the decisions that require technical expertise. Moreover, it is responsible
for conducting technical studies and rendering technical consultancy BANK to certain
industrial sectors for the purposes of investigating modern technologies and productivity levels
for local manufacturing plants.

H R Department:

HDFC Human Resources department plans and direct for the employee population as well as
they are having the following functions as:-

➢ Hiring

➢ Promotions

➢ Reassignments

➢ Position classification and grading

➢ Salary determination

➢ Performance appraisal review and processing

➢ Personnel data entry and records maintenance

➢ Policy development

➢ Work permitting immigration visa program

➢ Workers’ compensation

Finance Department:

The Finance Manager is responsible for all aspects of the accounting and financial
administration of the HDFC, the supervision of the implementation of the HDFC financial
policies, directives and procedures and the initiation of the financial plans within the guidelines
of HDFC The department contains several distinct sections, each of which is responsible for a
proportion of the activities taking place within the finance department.

Marketing Consultancy Department:

19
The Marketing Consultancy Department plays and important role within the Fund as it studies
and analyzes marketing information in order to build solid base for management decisions. The
division also assists projects sponsors in formulating solid marketing strategiesto improve their
industries and strengthen their position in the local and international markets.

Research Department:

The Research Department is having the capacity to act through four composing units i.e., the
market research unit, economic studies unit, and statistical studies unit. It is the mission of the
division to provide support BANK for information and consultancy to the senior management
and division in the areas of economic, statistical and marketing information and consultancy
through data analysis, processing of economic and statistical data, market research studies
and publishing related periodical reports.

Organization Structure :

The organization structure of the company HDFC is such that it comprises of the departments
and the employees in the hierarchical order so that they are able to perform their functions
and duties smoothly and effectively doing their job in a manner in which it should be done.
The organization is headed by the administrative department which coordinates and controls
the executive department. The executive department is a link from the top and the bottom
comprising of the lower level employees such that they work together to fulfill the common
objective of getting business from the persons who get in touch with them and see to it that
they are provided with the best of the BANK which constitute giving financial advise to
providing Account to the customers. The lower level employees and the corporate financial
consultants work together to see to it that the database for providing financial BANK to
sufficient number of people is made .They work together to see to it that this database is
followed and worked upon such that more and more number of people get themselves avail the
financial BANK of the organization. Team leaders who form the part of the administrative
department of the Organization make sure that the clients that turn up for the financial BANK
are dealt with most efficiently and effectively.

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 ABOUT THE TOPIC
What is service?

Service is an activity or benefit that one party offers to another that is essentially intangible and
does not result in the ownership of any thing. It is nothing but selling of satisfaction. It is a
feeling, which a person gets while dealing with an organisation. It can be experienced but
cannot be seen. Services are people based, therefore they are highly variable and inseparable
from the source i.e. employees. It is about people thinking about taking care of people. In
economics and marketing, a service is the non-material equivalent of goods. Service is an
ongoing process.

What is Customer Service?

Customer service is the set of behaviours that a business undertakes during its interaction
with its customers. It is the degree of assistance and courtesy granted to those who patronize
the organization. It is identification of customers’ needs and expectations and what constitutes
positive customer satisfaction. It also includes the codes of ethics, etiquette, behaviour and
courtesy.The Service Triangle

Organization

“Enabling “Making
promises”

Providers Customers

“Keeping promises”

This service triangle is the part of the service delivery process. It simply shows that every
organization ‘makes promises’ to its customers. It will be is possible for the providers of an
organization to ‘keep promises’ only when the organization ‘enables it.’ i.e. it is the

21
management’s/company’s initiative to reach for the highest form of service by making it
possible for the working team/management to fulfill the promises made.

In the era of technologically backed competition, awareness level of customers is increasing

day by day. Customers have wider choice of products and services. Expectations of customers
from banks are increasing. The concept of generation to generation banking has also undergone
changes. Customers’ loyalty is conditioned by the quality of products and its delivery
mechanism i.e. service. All these have necessitated the banks to provide better and excellent
customer service.

3. KEY FACTORS & TRENDS FOR CUSTOMER SERVICE IN BANKS

A. Human Resource – Extending the Personal Touch in Customer Service

Quality services can be provided by quality people and quality people can be carved by quality
human resource personnel and the quality human resource personnel are made by the pro-active
human resource management policies/practices. The quality of service determines the market
share. Quality is the watchword in the present day environment. A common manin India
having developed awareness about quality and banking system is no exception. The new private
and foreign banks are laying total emphasis on the quality, innovation and convenience. As a
result of which, they have been able to penetrate into market share of public sector banks. This
has also increased the aspirations and expectations of the bank customers who expect similar
services from all banks. The emotional loyalty has given place to the convenience and cost of
services, which the bank can provide. It is apprehended that if public sector banks fail to meet
the quality standard, they are likely to slip further in terms of their market share. The quality
and cost of services shall be the guiding factor for future growth.

Banking is a service industry and delivers its service across the counter to the ultimate
customer. The activities of banking industry are all about relationship. Hence, human resource
assumes a very important role in the banking industry for providing better servicesto the
customer with a smile in order to cultivate and maintain long lasting relationship with

22
their customers. Not-withstanding the level of technology, banking is primarily a labour
intensive service sector. Hence it will not be possible for the banks to sustain effectiveness
unless human resource management is given prime importance because the technology is
only an aid to human-effort and not a substitute thereof.

A customer deals with people who work in the bank premises. He does business only with
people. The person dealing with the customer has therefore to create positive impressions that
are memorable and those garners respect admiration and help in building confidence. Staff
members have to realise that every interaction with customer is an opportunity to make positive
impact on him. They have therefore to understand that "What you do not want done to yourself,
do not do to others” Confucius. Once we keep in mind the saying of Confucius it will
automatically result in improvement in the services.

Satisfaction and expectations move together. We cant’s deny that during the yester decades,
there have been multi-dimensional changes in the business environment which has shown a
major impact on our lifestyles. We find a direct impact of disposable income on the
discretionary income. Here it is essential to make it clear that disposable income is that portion
of the income which is left in our hands after discharging the tax liability and the discretionary
income is that portion of the disposable income which is in our hands after incurring the
essential expenses, specially for managing food, shelter, clothing, basic educational band
medical aids. It is really the discretionary income which affects the banking business since the
income is either spent on luxury items for managing the comfortable living conditions or
invested with the motto of earning interest and dividend. It is against this background that
upward trend in discretionary income creates a sound nexus or a conductive environment for
the development of banking business, specially the mobilization of savings and deposits.

In the past, the commercial banks did not find any attraction in the Indian economy because
of the meager business prospects-and the low level of income vis-à-vis the stagnating economic
activities. Of late, we find good auguries and feel that the Indian economy is moving ahead on
the right path which would make the business environment more conductive. No doubt in it
that the national development policy has made possible such a positive change in the business
environment that the intensity of competition is found at its

23
peak. Just after the beginning of the decade 1990s, we have witnessed a basic change in the
attitude of the policy makers which has compelled almost all the organizations either producing
goods or generating services to innovate their policy decisions. This in a natural way has
necessitated a need more professional excellence so that a stage of fierce competition is
accepted as a challenge and necessary steps are taken to excel competition, increase the market
share and establish leadership.

Market profile of the organization:-

HDFC Bank Limited provides various financial products and services. It operates in three
segments: Retail Banking, Wholesale Banking, and Treasury. The Retail Banking segment
provides various deposit products, including savings accounts, current accounts, fixed deposits,
and demat accounts. It also offers auto, personal, commercial vehicle, home, gold, and
educational loans; loans against securities, property, and rental receivables; and health care
finance working capital finance, construction equipment finance, and warehouse receipt loans,
as well as credit cards, debit cards, depository, investment advisory, bill payments, and
transactional services. In addition, this segment sells third party financial products, such as
mutual funds and insurance, as well as distributes life and general insurance products through
its tie-ups with insurance companies and mutual fund houses. The wholesale banking segment
provides loans, non-fund facilities, and transaction services to large corporate, emerging
corporate, small and medium enterprise, supply chain, public sector undertaking, central and
state government departments, and institutional customers. It offers deposit and transaction
banking products, supply chain financing, working capital and term finance, agricultural loans,
and funded, non-funded treasury, and foreign exchange products. These segments services
include trade services, cash management, money market, custodial, tax collection, and
electronic banking. In addition, it provides correspondent bank services to co- operative banks,
private banks, foreign banks, and regional rural banks; and wealth management products for
non-resident Indians. The Treasury Services segment operates primarily in areas, such as
foreign exchange, money market, interest rate trading, and equities. As of March 31, 2015,
HDFC Bank had a network of 1,412 branches and 3,295 automated teller machines in 528 cities
in India. The company was founded in 1994 and is based in Mumbai, India.

24
In today’s growing world everyone needs to diversify their business so as to keep in touch with
the rapid development. By analyzing the growing concerns of the market, HDFC has clients
varying from investment banking sector, retail, web designing companies, etc. Due to this rapid
development HDFC Group has many teams working for the above mentioned sectors.

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

COMMERCIAL BANKING

HDFC BANK has maintained a long local presence, since 1858, with particular emphasis on
relationship banking. Significant networks have been established with vendors and financial-
related organisations to enable us to offer our customers a comprehensive range of flexible
financial services, with special focus on transactional banking products. Supported by state-
of-the-art operations, HDFC BANK is pro-active in improving every part of our services.
Electronic Delivery system has been put in place to ensure that transactions are handled
speedily. We have our Cash Product Specialists and dedicated Customer Service Centres to
provide our customers with effective solutions. The currency of India is the Rupee (SWIFT
code: INR).HDFC BANK fully understands the importance of time, convenience and
efficiency to the success of your business. We make easy the complex financial world for you
and help you maximise every opportunity.

With over 140 years of experience in trade finance and an extensive international branch
network, HDFC BANK is committed to help you succeed in every competitive environment.
To keep pace with your changing needs, we will constantly review our comprehensive cash,
trade and treasury products and services, ensuring that a full range of flexible and innovative
services is always available for you wherever you trade.

Please feel free to talk to us or email us on your business requirements and we can give you
innovative solutions to your banking needs. With changing demographics of the Indianmasses,
the challenge is to capture the new generation as customers, those who are high on technology
and short on time. These customers are required to be serviced beyond the

25
traditional brick and mortar branches. They require access to multiple delivery channels as
ATMs, Internet banking, Telebanking and e-banking. They require access to their accounts and
the flexibility to operate their accounts from anywhere in the country. It is only through
adopting state of the art technology that Banks can deliver such flexible distribution channels.
Faced with global competition, the banks have to shore up the efficiency of their operations,
which will be possible through the use of high end technology and process reengineering to
increase the speed and efficiency and reduce transaction costs.

1) Tele Banking

Tele banking is the simplest form of banking. The service can be availed by any customer at
any point of time. This service is especially beneficial to customers who are not very tech-
savvy. This service can be availed from any part of the world and most of the queries are
answered over the phone. However this system can be used to procure very basic information
about the customer’s account.

2) ATM

ATMs have come to occupy a key component of retail channel strategy adopted by the Banks
worldwide. As a self-service channel banks have delivered exceptional customer convenience
deploying ATMs. In the Indian situation, the public sector banks are implementing their
technology blueprint by networking their branches. Their customers have started experiencing
the transition from being, a branch customer, To becoming, a customer of the Bank, thanks to
the Core Banking Solutions which are under implementation.

Benefits of ATM to the Customers

▪ 24 x 7 access

▪ Availability (anytime) of over 19,000 ATMs in the country

▪ The geographical spread of ATMs soon designed to surpass the branch network
(anywhere)

▪ Less time for transactions (less queue)

26
 ▪ Acceptability of card across multiple bank ATMs, even foreign tourists can access
Maestro/VISA ATMs.

▪ Plethora of services available in addition to cash dispensing

3) E-Payment

Reserve Bank has over the last two decades introduced a bouquet of payment platforms to meet
the requirements of the various bank customers. Essentially, they differ in the timing (real time/
deferred) and the method of settlement (Gross/Net). Real Time Gross Settlement System
(RTGS) introduced in March 2004 is an example of settlement done in real time i.e.,
immediately and done in a gross fashion i.e., transaction by transaction. While different
electronic platforms are being created to popularize electronic payments, such payments
presently are less than 60 million as opposed to 1120 million of cheques. If the credit card

Transactions are included in electronic payments even then electronic payments are less than
30 percent.

RTGS is typically considered by corporates for making time critical high value payments.
Banks in the last one-year have made RTGS very affordable to the customers as a replacement
for Telegraphic Transfers, Drafts and issue of high value cheques.

4) Electronic Clearing Service (ECS) - Credit Clearing

ECS (Credit Clearing) is a mode of payment whereby an institution makes a large number of
payments like interest, dividend, salary, pension to a large number of investors/share
holders/employees/ex-employees can make the payments electronically instead of issuing
paper warrants.

5) Electronic Clearing Service (ECS) - Debit Clearing

ECS (Debit Clearing) is a mode of payment whereby an institution receives payments from a
large number of consumers/customers. ECS (Debit Clearing) Scheme helps utility institutions,
insurance companies, credit card companies and finance companies to collect the proceeds

27
Of telephone/electricity bills, insurance premia or periodical installments etc. on the due date
based on the mandates received from the consumers/subscribers. ECS debit is also a two day
affair with the transactions settled on second day of submission of data to the clearing house.

Benefits under ECS (Debit)

▪ Faster Collection of bills by the companies and better cash management

▪ Eliminates the need to go to the collection centres/banks by the customers and no

need to stand in long ques for payment

▪ Automatic debiting to the accounts once the mandates are given by the customers, to
that effect cuts down the procedural delay.

6) Electronic Funds Transfer System

EFT is a Scheme introduced by Reserve Bank of India (RBI) to help banks offering their
customers. Money transfer service from account to account of any bank branch to any other
bank branch in places where EFT services are offered. The EFT system presently covers all the
branches of the 27 public sector banks and 55 scheduled commercial banks at the 15 centres
(viz., Ahmedabad, Bangalore, Bhubaneshwar, Kolkata, Chandigarh, Chennai, Guwahati,
Hyderabad, Jaipur, Kanpur, Mumbai, Nagpur, New Delhi, Patna and Thiruvananthapuram).
Funds transfer is possible from any branch of these banks at these centres to other branch ofany
bank at these centres both inter-city and intra-city.

7) E-banking

Electronic Banking or e-banking is a web-based service that enables a bank’s customers to

access their account. It allows the customers to log on to the bank’s website with the help of a
bank issued identification and a personal identification number. The banking system verifies
the user and provides access to the requested services. The range of products and services
offered by each bank differs widely in their content. Though most banks offers e-banking as a
value added service, e-banking has also led to the emergence of a new type of banks called
‘virtual banks’ which operate through the internet and do not exist physically.

Remittance

28
Benefits of e-banking:

▪ The ready accessibility of bank accounts at all times

▪ The inconvenience of visiting and waiting at the banks is eliminated which results in,
enhanced customer satisfaction, reduced customer attrition and increased customer base

▪ Saves time and money and has a positive impact on customer satisfaction

▪ Tailored products and services can be offered

▪ Offers more benefits at low cost

▪ E-banking considerably reduces transaction costs for the banks

8) Mobile Banking

Mobile Banking is a system of providing service to a customer to carryout Banking transactions

on the Mobile Phone through a cellular service provider. It is a service of Banks to make
available, the facility of Banking, wherever the customer is and whenever he needs. We can
rather call this facility as ‘Anywhere and Any moment Banking’ but it is restricted to only
information about his account and not cash services. Mobile Banking gained momentum, since
last 5 years due to the improvement in the operations of service providers like, Airtel/Essar /
Spice / Global Mobile Bank etc

Types and Transactions available on Mobile Phone Banking

▪ Balance enquiry

▪ Costs Transactions i.e. last five debits/credits made to the account.

▪ Cheque Book Request

▪ Bill Payment

▪ Change of Primary Account

▪ Help

29
Benefits of Mobile Phone Banking To Customers

▪ Customer need not stand in the Bank counters/Front Offices for various enquiries
about his accounts

▪ Customer can save his valuable time in banking transactions, and save in travel cost
reaching the bank branch etc

▪ It is a mobile service to have information all the 365 days at anytime any where about
his account

▪ Customer can pay his utility bills in time and save paying penalties, since alerts are
received from the bank

▪ Plan funding his accounts for the cheques issued to various customers, by taking
advantage of balance enquiry, account status

▪ Cheque book requests can be made sitting in his works place

9) Implementation of CRM tools – the future of Customer Service

As global competition increases and products become harder to differentiate, banks have begun
moving from their product-centric attitude to a customer centric one. The bridge of disconnect,
over the years, has been shortened after many banks started methodically identifying and filling
in the gaps through Customer Relationship Mangement which, now is seen as the way forward
to thrive in the ‘e-future’.

Customer Relationship Management can be viewed in four principal ways.

1. It is a contemporary response to the emerging climate of unprecedented customer churn,

waning brand loyalty and lower profitability.

2. CRM is central to the task of making an organization customer-centric.

3. CRM is the surest symbol embracing information technology in business.

30
4. CRM is the most certain way to increase value to the customers and profitability to the
practicing organisations. Customer Relationships Management is a comprehensive approach
providing seamless integration of every area of business that touches the customer - marketing,
sales, customer service and field support. It is the information technology face of the business
processes that aims to establish enduring and mutually beneficial relationships with customers
in order to drive customer retention, value and profitability up. CRM endeavors to understand,
anticipate and manage the needs of an organisation.s current and potential customers. It.s a
journey of strategic processes, organizational and technical change whereby a company seeks
to better manage its own enterprise around customer behaviour.

The technological tools as mentioned earlier are primarily Operational CRM tools that are
being widely used by banks to enhance their services. However, the need of the hour is to adopt
Analytical CRM tools as well. Analytical CRM helps bankers make sense of the information.
It helps them target customers and utilize their potential to the maximum. For example, say an
account holder withdraws Rs 10,000 every month from his account and deposits it in another
bank as EMI for a loan. Analytical CRM tools can help you track this activity. Techniques such
as data warehousing and data mining are prominent tools used for this. The bank could offer a
loan to the customer at a lower rate than what the other bank offers. This will keep the customer
happy since he knows that the bank is giving him better service. This translates to gains for the
bank as well.

7 P’S of HDFC BANK

It is very important for any bank to identify the 7 P’s of services so as understands their
customers better and provide them with best of service. The 7 P’s are:

1. PRODUCT MIX

2. PRICE MIX

3. PLACE

4. PROMOTION

5. PEOPLE

31
 6. PROCESS

7. PHYSICAL EVIDENCE

PRODUCT MIX

According to Philip Kotler, “a product is anything that can be offered to market for attention,
acquisition, use or consumption that satisfy a want or need. It includes physical objects (TV),
service (banking), person (political person), place (holiday resort), organization (red cross) and
idea (aid awareness).”

The product mix of a company includes all different product lines a company offers to its
customers. The product line of a bank might easily include more than 100 different services.
In today’s competitive scenario it has become very necessary for a bank to provide it’s
customers with a wide variety of services and the best technology in order to attract them. Here
is an example of some of the products offered by standard & chartered bank to its customers:

Offering

HDFC BANK bank's Savings Account is just the right product for everyone, salaried,
employees or businessmen, high net worth individuals and NRI's. The unmatched package of
HDFC BANK bank Savings Bank account given below brings the benefits of better, efficient
and hassle free banking.

• ATM Network

A Savings Bank Account with HDFC BANK entitles you to a free ATM card, which enables
you to access your account anytime and at any ATM centre across the country. You can
withdraw and deposit money and cheques with your ATM card. Unlike most other ATMs, a
HDFC BANK ATM allows you to withdraw up to Rs. 20,000 a day. In addition, cash can be
withdrawn from any of the ATMs against your MasterCard (domestic/international).

• 7-Day Banking

32
At select branches spread over the country, you can bank on all the 7 days of the week
(except for public holidays), over extended working hours.

• Telebanking

Telebanking service provides you instant access to your account. It offers you a wide range of
services over the phone such as account information, Balance Enquiry, Transaction Details,
Statement of Account, Status of your Cheque, etc.

• Connenct internet baking

This is the concept of "the Bank on your desk-top". You can look-up the status of your account,
query and undertake a range of financial transactions, simply by clicking the mouse. Now don't
you think you have a great opportunity to see yourself laughing your way to the bank?

Offering

HDFC BANK has joined hands with Citibank, to give rise to a new kind of card power - unique
and unmatched benefits and international utility at the most competitive rates. The HDFC
BANK Citibank International Silver Card, the MasterCard and 'Unique' Card offers quite a few
benefits.

Rewards

HDFC BANK Citibank Card combines dual conveniences of high purchase power and flexible
payment facility. Purchase of high-value items is now convenient and when it comes to
payback time, your bill can be paid in installments, depending on your financial liquidity at a
given moment. The Revolving Credit Facility lets you pay as little as 5% of your total
outstanding every month. Giving you the power to buy now and pay later in parts!

Dial-A-Draft

33
One can use your HDFC BANK Citibank Card to pay for your personal expenses at places
where credit cards are not accepted yet. Like paying for investments, telephone and electricity
bills, school fees and much more. Just call CitiPhone and the draft you need will be delivered
to you!

Credit Limit Increase

You can call CitiPhone and ask for a Credit Limit Increase in the event that you have to make
a large purchase on your card urgently. It's especially handy for paying off vehicle repairs,
telephone bills and electricity bills. And for anniversaries, weddings, birthdays, or business
trips or when a holiday goes beyond budget.

24- Hour ATMs

One can withdraw emergency cash up to 60% of your credit limit from 24-Hour ATMs in
Ahmedabad, Bangalore, Calcutta, Chennai, Delhi, Hyderabad, Mumbai and Pune. While
traveling overseas you can draw cash from MasterCard ATMs spread across the globe. The
same is applicable for any Citibank branch. Also the cash you withdraw is insured against theft
for a period of 12 hours after withdrawal. A never before facility is brought to you with the
HDFC BANK Citibank Card at a transaction fee of 2.5% or Rs.50 whichever is higher. All
cash advances also carry a service charge from the date of the transaction. The cash withdrawal
limit for the first year is Rs.5,000.

Photo card

One may choose to have your photograph and signature digitally imprinted on the front of your
Card in color. So that you get the extra recognition and security you expect as a HDFC BANK
Citibank card member

Concession on Personal Remittances

Do you often need to remit funds to other cities using facilities such as Drafts/Telegraphic
Transfers, etc.? Here's a benefit you would most appreciate. A 25% rebate on standard
commission is offered on personal remittances at HDFC BANK branches.

Overdraft facility

provides you with an overdraft facility to the extent of 75% of the value of your holdings of
Demat Shares and Units! Moreover, you get a waiver of 0.5% on interest rate chargeable

34
under the scheme. All you need to avail yourself of these benefits is a Demat A/c with HDFC
BANK .

Free ATM Card

The HDFC BANK Citibank Credit Card offers you a free ATM Card, which can be used at
over 250 HDFC BANK ATM centers all over India. All you have to do is open a saving
bank/current Account with HDFC BANK .

Other features

HDFC BANK Citibank Card has the widest possible reach - welcomed by 1,10,000 Merchant
Partners across India and Nepal and yet another 160 lakh Merchant Establishments worldwide.
The card can be used both for major occasions, and also for everyday purchases like groceries,
cosmetics, and petrol and auto accessories. It can also be used to buy high- value items like
consumer durables (refrigerators, washing machines, microwave ovens, etc.). And even paying
customs duty and hospital bills becomes convenient with the Card.

PRODUCT WIDTH AND DEPTH

Width

Width of the product mix is the number of product lines a company is offering. The product
width could be a narrow one or a wide one depending from bank to bank. A wide mix
encourages more sales since the banks are able to diversify and provide more to theircustomers
and they also appeal to a larger target market.

Depth

Depth of the product mix is the number of product items in each product line. Banks with more
schemes and services have more depths than those offering only a few.

Here is table giving an example of Width and Depth in the Product Mix:

35
Similarly, different banks plan out their product portfolios and based on that, the depth and
width of their product mix can be determined. In today’s scenario, where there is cutthroat
competition and new foreign banks entering the Indian markets, it has became more or less like
a law to have very wide product lines with more and more number of products in each line.

PRODUCT LEVELS

Core Benefit:

It is the main or core reason why the customer will buy the service of the bank. More like the
basic purpose or necessity.

Basic Product:

The core benefit is converted into a basic product. That is the service can use by the
customer in order to fulfill his/her needs.

Expected Product:

36
It refers to the set of attributes and conditions expected by the customers when they purchase
the service.

Augmented Product:

It is the additional feature that the banks provide which exceeds the customer’s expectations.

Potential Product:

Core Basic Expected Augmented Potential

Product Product Product
Product Product

The basic Safety of Timely service Goods waiting Mobile and

necessity to use deposits rooms internet
Long banking
banking Banking
Loan able funds hours Extensive ATM
services in
etc. network New Schemes
order to handle Low interest
tailored for
finance more rates Promotional
specific
efficiently Discounts
customers

PRICE MIX

The price mix in the banking sector is nothing but the interest rates charged by the different
banks. In today’s competitive scenario where customer is the king, the banks have to charge
them interest at a rate in accordance with the RBI directives. Banks also compete in terms of
annual fees for services like credit cards, DMAT etc. Another important aspect of the bank’s
pricing policy today is the interest charged on the Home Loans and Car Loans. With India’s
economy progressing, there are more and more buyers seeking these loans but at a very
competitive interest rate. Let’s understand this with an example. A particular buyer

37
approaches a bank for a car loan for a period of 3 years. He is charged Rs.20,000 as interest.
However, if a sale representative of another bank comes to know of this deal, he will try to
attract the customer by giving him a better deal i.e. a loan at a lower rate on interest. In this
way, it is the customer that ultimately benefits.

38
FINDINGS

&
ANALYSIS

39
 FINDINGS
Q 1:What is your Monthly Transaction in your account ?

Monthly transactions No. of respondents % (percentage)

5-20 lakhs 28 28%

20-40 lakhs 59 59%

40 lakhs and above 13 13%

Total 100 100%

Chart 1:

Sales

5-20 lakh
20 -40 lakh
40 lakhs and above

Analysis:

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

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

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

40
Question 2

Do you have a Saving Account?

Response No. of respondents %

Yes 97 97%

No 3 3%

Chart 2:

3%

97%

Yes No

Analysis:

97% respondents have the saving accounts and only 3% do not have saving account.

41
Question 3

In Which Bank?

Bank No. of respondents %

Kotak mahindra 3 3%

HDFC 33 33%

Co-operative 48 48%

ICICI 5 5%

Nationalized 31 31%

Chart 3

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

ICICI, 5%

Nationalized, 31%

HDFC ICICI Nationalized Co- Operative Bank Kotak Mahindra Bank

42
Analysis:

48% have in co-operative, 3% in kotak mahindra, 33% in HDFC, 5% in ICICI, and 31% in
nationalized bank.

Question 4

Which Factors do you consider for opening a Savings Account?

No. of respondents %

Accessibility 10 10

Minimum balance 20 20

DD/pay order 13 13

Free cheque 10 10

Debit card 8 8

Cash deposit 7 7

Cheque pick up 2 2

Net banking 16 16

Mobile banking 7 7

At per cheque 3 3

NEFT 2 2

RTGS 2 2

Total 100 100

43
Chart 4

Sales
accessibilty
minimum balance
DD/Pay order
free cheque
debit card
cash deposit
cheque pick up
net banking
mobile banking
at per cheque
NEFT
RTGS

Analysis:

Respondents gave their answer

10% respondents gave their answer in accessibility, 20% Minimum balance, 13 % DD/pay
order,10% Free cheque, 8% Debit card, 7% Cash deposit, 2% Cheque pick up, 16% Net
banking, 7% Mobile banking, 3% At per cheque, 2% NEFT, 2% RTGS.

44
Question 5

Which mode of transaction do you avail of frequently?

Response No. of response %

Pay order 12 12

DD 22 22

Cheque 76 76

Total 100 100

Chart 5

Pay Order, 12%

DD, 32%

Cheque, 76%

Cheque DD Pay Order

Analysis:

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

45
Question 6

Which types of transaction do you make ?

Response No. of respondents %

Intercity 33 33

Outside city 15 15

Both 52 52

Total 100 100

Chart 6

Inter city, 33%

Both, 52%

, 15%

Analysis:

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

46
Question 7

Does your bank assist you in case of any problem?

Response No. of respondents %

Yes 90 90

No 10 10

Total 100 100

Chart 7

10%

90%

Yes No

Analysis:

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

47
Question 8.

Are you aware of all the methods which can be taken up to secure your transaction

(a) Yes

(b) No

Methods to secure transactions

Yes
20%

No
80%

Analysis of the above diagram

Even with the increasingly knowledge of internet banking most of the respondents areunaware
the softwares and methods taken up by the bank to secure each and every transaction.

48
Question 9.

Does your bank educate you about the with internat banking services being offered?

(a) Yes

(b) No

Educating about internet banking

No
40%

Yes
60%

Analysis

Most of the respondents felt that they are not properly educated of internet banking and its
benefits to them.

49
Question 10.

Would you prefer using net banking instead of visiting your bank every now and then?

(a) Yes

(b) No

Prefer using net banking

No
10%

Yes
90%

Analysis

It was witnessed that most of the respondents preferred using internet banking over there
conventional banking system. Thus , internet banking has a bright future ahead

50
LIMITATIONS

51
 LIMITATIONS

1. The number one answer given when asked about the largest challenges of marketing
financial products and services was keeping up with new marketing techniques. In fact, a
whopping 52% of marketers stated that as their biggest concern — a 9% increase from last
year’s results.

2. In an industry where innovation is a crucial part of staying relevant, financial service

marketers have to work with a proactive, not reactive mentality. Technology, trends and
tactics are constantly changing, and it’s important to stay more than a few steps ahead of the
game to make sure your organization stays in the forefront of your audience’s mind.Forty-
eight percent of our survey participants said that keeping up with their competition was a
main concern in their department.

3. If you’ve spent time conducing a self-audit on your brand’s presence and your existing
content, you should have a pretty good idea of the types of topics your audience is interested
in. To set yourself apart from the gigantic sea of other financial services companies, it is key
to put a strong focus on your specific customer.With 42% of financial services marketers
stating that both reaching the right audience and generating traffic and new customers are
major concerns, dedicating a large part of your strategy to addressing these issues is vital.

4. With an 11% increase from last year’s results, almost 42% of financial marketers say that
hiring top talent is a problem they face in their organization. In the same vein, a lack of
resources needed to generate quality content was cited by 44% of survey respondents.

52
CONCLUSION AND SUGGESTION

53
 CONCLUSIONS :
The final draft of the questionnaire was prepared on the basis of the observations from the
pilot study. These were then finally filled by 100 customer, for the conclusive study.

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

Types of Primary Data collected:

Socioeconomic Characteristics:

characteristics are sometimes called “states of being” in that they represent the type of people.
The factors on which we are working are occupation. Monthly transaction is also an important
parameter but it is difficult to verify. Although the amount of money that business unit earns
in a month is an absolute, not a relative quantity but it is a sensitive topic in our society and it
is difficult to determine.

Attitudes/Opinions:

Through the questionnaire we have tried to get hold of business preference, inclination and
requirement. Attitude is an important notion in the marketing literature, since it is generally
thought that the attitudes are related to the behavior of businessmen.

Motivation:

Through the questionnaire we have tried to find the hidden need or want of businessmen and
have tried to find if these people can be tapped as the potential customer for HDFC Bank.

Behavior:

Behavior concerns what subjects have done or are doing. Through the questionnaire we have
tried to find out the behavior of the individuals regarding the product and their responses. If the
responses are favorable then the person can be said to be our potential customer. The primary
data serves as an important tool to measure the behavioral trend of the customer. It helps in
answering some of the vital Questions.

54
The data collection was primarily done through communication. Communication involves
questioning respondents to secure the desired information, using a data collection instrument
called questionnaire. The questions were in writing and so were the responses.

Versatility:

It is the ability of a technique to collect the information on the many types of primary data of
interest to marketers. It has also been found that some of the people do not answer truthfully to
all the questions especially in the case of the personal details.

55
 SUGGESTIONS:

1. Almost all the Banks offer similar features and facilities with their Savings accounts.
2. There are certain reasons for existing customers of of any Bank to shift to another Bank.
3. The level of service in terms of delivering whatever is promised, fast response in case
of problems, is the most important benefit that the customers seek, from the Bank they
have a width.
4. Network reach and visibility of a Bank is a very important criterion for the customer
while opening a Saving Account.
5. We can also conclude from our analysis that network reach in terms of Branches and
ATMs is directly proportional to the market share in case of Private Players.
6. In case of a new customer, if a bank approaches it first for opening a with them, then
there is a good chance for the bank of getting many future businesses and cross sales
from the deal.
7. Aggressive Marketing is the key to increasing the market share in this area, since the
market has a lot of potential both in terms of untapped market .

56
BIBLIOGRAPHY

57
 BIBLIOGRAPHY

1. .BOOKS & AUTHORS

• Marketing Management

2. NEWS PAPERS

• Times of India

• Financial Express

3. WEBSITES

• www.hdfcbank.com

www.google.com

58
ANNEXURE

59
 ANNEXURE
(QUESTIONNAIRE)

Ques 1 How long have you been thinking of you been thinking about leaving
the company.

One month or less

One to 5 months
More than 5 months

Ques 2 How satisfied are you with the company you are currently working for.
Extremely satisfied
Very satisfied
Neither satisfied nor dissatisfied
Extremely satisfied

Ques 3 How is your working experience till now.

a) Much more positive than negative

b) More positive than negative
c) More negative than positive
d) Much more negative than positive

Ques 4 If your experience is more negative, than what factors do you hold
responsible for that. Select all that apply.

a) My performance evaluation and the outcome.

b) My role, responsibility
c) Job training
d) My boss
e) My co-workers
f) My compensation
g) Relocation
h) Medical benefits and insurance

60
 i) Vacation
j) Any other

Ques 5 Rank the following reasons in the order of priority if you have to
consider them for leaving the job

a) Benefits
b) Better job opportunities
c) Commutation
d) Conflict with other employees
e) Family reasons
f) Pay
g) Working conditions
h) Work not challenging
i) Personal reasons
j) Reallocation

Ques 6 How flexible is the company with respect to your family responsibilities

a) Very flexible
b) Somewhat flexible
c) Neither
d) Somewhat inflexible
e) Very inflexible

Ques 7 Do you have a clear path for career advancement

a) Yes
b) No
Ques 8 How satisfied are you with your position in the current company.

a) Extremely satisfied
b) Very satisfied

61
 c) Neither satisfied nor dissatisfied
d) Very unsatisfied
e) Extremely unsatisfied

Ques 9 Does working conditions affect you to leave a job.

a) Yes
b) No

Ques 10 How would you rate the morale in your company.

a) Low
b) Very low
c) High
d) Very high

Ques 11 Is there cooperation and understanding among the team members?

a) Agree
b) Neutral
c) Disagree

62