A PROJECT REPORT

ON

A STUDY OF PERSONAL LOAN PROCESS OF HDFC BANK

SUBMITTED BY
RUSHIKESH APPASAHEB GAIKWAD (MBA II)

UNDER THE GUIDENCE OF

PROF. Dr Sudesh Kumar Sharma

SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY
IN PARTIAL FULFILLMENT OF THE REQUOREMENT FOR THE AWARD OF THE
DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (MBA)

THROUGH

SINHGAD INSTITUTE OF MANAGEMENT AND COMPUTER

APPLICATION, PUNE

BATCH 2022-2024
1

1
 INSTITUTE CERTIFICATE

Ref. No: SIMCA/SIP/2023-24/

This is to certify that the project report titled “A STUDY OF PERSONAL LOAN PROCESS OF HDFC BANK’’ being
submitted herewith for the award of the degree of Master of Business Administration (MBA) Programme,
Savitribai Phule Pune University, is the result of the original research work for Summer Internship Project
completed by Mr. RISHIKESH APPASAHEB GAIKWAD under my supervision and guidance.

To the best of my knowledge and belief, the work embodied in this project report has not formed earlier
the basis for the award of any degree or similar title of this or any other University or Examination body.

Dr. Vijaya Puranik Prof. Dr Sudesh Kumar harma

Director
Project Guide

Place: Pune Date:

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Company Certificate

3
Acknowledgement

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 I, Mr. Sujit Mahadev Sawant, thank to Prof. Sachin Wadekar . His expertise was valuable
during each step of the project from narrowing the scope of the A Study of personal loan
process of HDFC BANK.

I also thank prof. Vikrant Nagare (Academic Coordinator) Prof. Sachin Wadekar (Project
Guide) and Dr Rishikaysh Kakandikar (Head), of Zeal Institute Of Management and
Computer Application Pune for encouraging and guiding me through the SIP Project.

Sujit Mahadev Sawant

Roll No: - Z.M.21089

MBA II Batch 2022-2023

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 DECLARATION

I Mr. Sujit Mahadev Sawant hereby declare that I have completed the SIP Project on The
Study of personal Loan Process of HDFC Bank

It has not been previously submitted for the basis of the award of any degree or other similar
titles of this or any other examining body or university.

Mr. Sujit Mahadev Sawant

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Sr.No. Title Page No.

1. Executive Summary 7-8

2. Introduction 9-11

3. Industry profile 11-12

4. Company Profile / Organization 12-13

5. Objectives 14

6. Theoretical Background 14-22

7. Research Methodology 23

8. Data Analysis 24-35

9. Finding 36

10. Conclusion 37

11. Suggestions 38

12. Bibliography 39

13. Annexure 40-41

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 EXECUTIVE SUMMARY

Commercial Banking in its very nature is a very complex industry. It has under its fold thousands of
different products for varied requirements of the customers, be it investments, Loans, Safe Custody, in form
of bank lockers etc. After an exhaustive research, we have found that there are certain things HDFC Bank
can do to enhance its Services experiences & build favorable brand equity. The findings are enumerated
below:

1. HDFC Bank & Cheques:

We recommend introducing the BAR Codes in the cheques for accurate & faster processing, besides
reducing the customers average wait time in the queue. The HDFC banking business runs on Flex cube &
Fin ware, both from I-Flex. During my tenure in Wipro Technologies (Support), we in collaboration with I-
Flex (Software Provider)created many new functions for CITI bank as it also runs on Flex Cube.

2. Migration Of Accounts:

We recommend that the customers be able to PORT his/her a/c to different city without any change in a/c
no.. This way the customers will be freed from the hassles of opening a new a/c in the new city. This will
also boost the motivation of the Tellers as when the customers of different branch deposit in a branch. This
customer is un-welcome as his deposit does not accrue to the branch.

3. HDFC Bank & Debit Cards

We appreciate the Instant-Saving accounts offered by HDFC Bank, which has a Welcome Letter, a Cheque
Book, Internet Banking User name & Password & debit Card (Without Name) & PIN. We recommend that
a Debit Card with the Customers name engraved on it be sent to the customer, post a performance check of
the account, maybe after 3-6months. The debit card may either be sent on permanent postal address of the
customer or maybe delivered to his/her home branch & the customer maybe intimated accordingly.

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4. HDFC Bank & Internet Banking

HDFC Bank has a very advanced net banking security system. It’s Net Banking login is a two-step process
with Secure Access image and text verification. However, we understand from our research with large
number of customers of the bank that 24 hours for activation of the BENIFECIARY is a lot of time for
online fund transfer. We recommend that an email/sms/IVR call maybe sent with the activation code for
instantaneous activation.

5. HDFC Bank & Credit Card

While going through the Process Control Manual of HDFC Bank, we found that once the Credit Card has
been rejected to the customer. He has to wait for 6 months to get eligible for re-application. We recommend
that the time limit be reduced to 3 months only as the customer may have fulfilled the previous deficiencies.

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 INTRODUCTION
In recent times, personal loans market in India is witnessing rapid growth. Over the year 2021-22 personal
loans disbursement has growth by 59% Consumer credit in India is currently growing at around 55%-60%
and considering that the Indian economy is expected to grow at around 15% this year, demand for consumer
loans including personal loans is expect personal loans compared to strong. The growth is high in unsecured
loans

Personal Loan does not require any collateral or security and can be obtained with minimal documentation.
Just like most loans, however, it must be repaid in monthly installments.

You can use it to fund any expense including education, a wedding, a trip, home renovation, medical
expenses, and even to buy a gadget. You can even use the money to help out with the day- to-day expenses
in case of a cash flow crunch.

HDFC Bank offers a Personal Loan to pre-approved customers in just 10 seconds. For others, it usually
takes about 4 hours. As an already existing customer, you can apply via Net Banking on the HDFC Bank
website, through an ATM or Loan Assist App. Otherwise; you can drop by the nearest branch to get the
process started.

You can get a re-payment tenure that suits your needs. And then you have to make the payments in equated
monthly installments or EMI. This installment amount is calculated using the loan amount, the payment
tenure, and the interest

With the rise of the Internet in the late 1990s, more and more potential borrowers have applied online for
personal loans. Applicants can generally complete and submit their loan applications electronically and will
often receive a response from a lending institution the same day. Many banks and other financial
institutions have even created websites that allow existing customers to submit loan applications online,
thereby saving them the trouble of visiting the bank to fill out an application.

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 Banking Industry Profile

According to the Reserve Bank of India (RBI), India's banking sector is well capitalized and well
regulated. The country's financial and economic situation is far superior to that of any other country in the
world. Credit, market and liquidity risk studies show that Indian banks are generally resilient and
have weathered the global recession well.
The Indian banking industry has recently seen the introduction of innovative banking models such as
clearing banks and retail finance banks. In recent years, India has also focused on expanding the reach of its
banking sector through various schemes such as Pradhan Mantri Jan Dhan Yojana and Post-Pay Bank. Such
a scheme, coupled with major banking sector reforms such as digital payments, neo-banking, the rise
of India's NBFC, and fintech, could significantly improve India's financial inclusion
and boost the country's credit cycle. It was helpful.
India's digital payment systems are advanced in most of the 25 countries and India's
Instant Payment Services (IMPS) is the only system at Level 5 in the Faster Payments Innovation
Index (FPII). * India's Unified Payments Interface (UPI) is also revolutionizing. It supports real-time
payments and has worked hard in recent years to expand its global reach.

Market size

The Indian banking system further comprises 12 public banks, 22 private banks, 46 foreign banks, 56
regional banks, 1485 urban cooperative banks and It consists of 96,000 local cooperative banks. As of
September 2021, the total number of ATMs in India will reach 213,145, of which 47.5% will be located in
rural and semi-urban areas.
Banking assets grew across all sectors from 2020 to 2022. Total assets of the banking sector (including

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public and private banks) increased to $2.67 trillion in 2022.
Total assets of public and private banking sectors in 2022 were $1,594.51 billion and $925, respectively
05 billion
Bank lending grew at a CAGR of 0.62% from FY2016 to FY22. As of fiscal year 22, total credit granted
increased to $1,532.31 billion. From FY2016 to FY22, deposits increased at his CAGR of 10.92%, reaching
US$2.12 trillion by FY22. Bank deposits have reached Rs 173.7 trillion (USD 2.12 trillion) as
of 4 November 2022. According to
India Ratings & Research (Ind-Ra), credit growth is projected to reach 10% from 2022 to 2023, marking
double-digit growth in eight years. On November 4, 2022, the bank loan was Rs.129.
2.6 billion rupees ($1,585.09 billion).
On 4 November 2022, loans to non-food industries reached Rs 128.87 crore (US$1.58 trillion).

Investments/Developments

Major investments and developments in the Indian banking industry include: ” was opened. -Jan
Dhan's bank account deposit amounted to his 45.6 billion rupees, totaling 1.68 trillion rupees
(US$21.56 billion).

• In April 2022, HDFC Bank, India's largest private bank, announced a transformative merger with HDFC
Limited.

• On November 9, 2021, RBI announced the launch of its first global

hackathon "HARBINGER 2021 - Innovation for Transformation" with the topic
"Smarter Digital Payments".

• In November 2021, Kotak Mahindra Bank announced that it had completed the acquisition of a 9.98%
stake in KFin Technologies for Rs.

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 COMPANY PROFILE

The Housing Development Finance Corporation or HDFC is one of the first financial institutions in India
to receive 'in principle' approval from the Reserve Bank of India (RBI) to set up a private bank. This was
done as part of the RBI's 1994 policy to liberalize India's banking sector. HDFC Bank was incorporated in
August 1994 under the name HDFC Bank Limited, based in Mumbai, India. The Bank commenced
operations in January 1995 as a designated commercial bank.

As of June 30, 2022, this bank had a nationwide distribution network consisting of 6,499 branches and
18,868 ATMs in 3,226 cities/counties. HDFC Bank Parivartan. A step towards progress HDFC Bank's
social initiative, Parivartan, is transforming the lives of millions of people in India. We aim to contribute to
the economic and social development of the country by sustainably empowering communities. His wide-
ranging interventions across a variety of social causes brought about desirable change in the most remote
parts of the country. Supporting global start-ups and paving the way to economic independence through
sustainable livelihoods initiatives.

HDFC Bank merged with Times Bank in February 2000. This was the first merger of two private banks in
the New Generation private sector banks category. Times Bank was established by Bennett, Coleman and
Co. Ltd., commonly known as The Times Group, India's largest media conglomerate.

In 2008, Centurion Bank of Punjab (CBoP) was acquired by HDFC Bank. HDFC Bank's board approved
the acquisition of CBoP for ₹95.1 billion in one of the largest mergers in the financial sector in India.

In 2021, the bank acquired a 9.99% stake in FERBINE, an entity promoted by Tata Group, to operate a Pan-
India umbrella entity for retail payment systems, similar to National Payments Corporation of India.
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In September 2021, the bank partnered with Paytm to launch a range of credit cards powered by the global
card network Visa.

On April 4, 2022, HDFC Bank announced merger with HDFC Limited.

The bank has three key business areas:

1) Wholesale Banking Services

(Services provided to organizations, large corporate clients)

2) Retail Banking Services

(Services provided to general customers also known as customer banking)

3) Treasury Operations

Within this business, the bank has three main product area a) Foreign Exchange and Derivatives b) Local
Currency Money Market & c) Debt Securities and Equities

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 OBJECTIVES

1. To Study the loan policies of the Bank.

2. To understand personal loan process.

3. To study the various types of loans and advances.

4. To study the documents required for loan sanctioning procedure

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 THEORETICAL BACKGROUND
Literature review

 Dutta and Basak (2008):

Indian financial framework faces a few troublesome difficulties. The choose open segment banks have
performed will on the wellsprings of development rate and money related proficiency amid the examination
time frame. The old Private part banks and the new private segment banks assume a crucial job in
showcasing of new kind of stores and advances plans.

 Mishkin (2009):
analyzed point out the money related transmission instruments in Corporate the financing cost channel, the
swapping scale channel the benefit value channel and the credit channel. The loan fee channel is the
essential money related transmission in the traditional micro economics model, per example, IS-LM model.
Those models hold that fiscal arrangement works through the risk side of bank balance sheet given some
level of Value stickiness, an adjustment in cash.

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Personal loan

A personal loan is a loan that does not require collateral or security and is offered with minimal
documentation.

You can use the funds from this loan for any legitimate financial need. Like any other loan, you must repay
it accordance to the agreed terms with the bank. Normally this can include a few months to a few years in
easy equated monthly installments.

A personal loan used for

 Fund a holiday,
 Buy a gadget,
 Pay for medical treatment,
 Use on home renovation, spend on a wedding,
 Finance your children’s education,

How do personal loans work?

A personal loan works pretty much the same way as most loans. You apply for a loan, submit the
documents, the bank checks your credit worthiness and makes a loan offer. If you accept it, the funds are
transferred to your bank account, and you can use them any way you like.

You must repay the loan in equated monthly installments (EMI), which will depend on factors such as loan
amount, tenure and interest rate

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Types of personal loan

 Secured Loans – loan that has been secured on the borrower's assets.

 Unsecured Loans- The borrower is not required to pledge any collateral, to secure the loan.
 Online Personal Loans - Loans are offered online.

 Fast Cash Advance Loan -

(Sometimes, a person may be in need of a quick payday loan, so that he could meet an
unexpected money crisis like Car repair and other unexpected bills)

 Military Personal Loans are for military servicemen.

 No Credit Personal Loans for borrowers with poor credit history

 Second Chance Personal loan for those individuals who run into unplanned financial crisis, such
as a sudden tragedy or any other financial contingency.

 Short Term Personal Loans - The rate of interest involved is usually high. This is because the
period of repayment is usually for a short time

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 ADAVANTEGES OF PERSONAL LOAN

1. No Collateral - This is the most significant advantage of taking a Personal Loan. It is the most
convenient option from the customer's point of view. You do not need to mortgage an asset for taking a
Personal Loan.

2. No end use requirement - You can avail a Personal Loan for any purpose. There is no compulsion on
borrower's part to disclose the use of funds. However, banks do take a declaration that you will not use
the loan for speculative purposes.

3. Quick processing - These loans are available without any security. If you satisfy the eligibility criteria,
you get a Personal Loan approval in a short period. Certain banks give online approvals too.

4. Fixed Rate of Interest - Banks decide the rate of interest on personal financing at the time of processing
the loan application. It remains fixed throughout its tenure. Hence, you need not worry about variable
EMIs (Equated Monthly Installments) or interest rate fluctuations.

5. Repayment flexibility - The average repayment period of a Personal Loan ranges from 36 months to 84
months. The more extended the loan repayment period, the lower the EMI. Individual financial
institutions allow you to repay the interest amount alone every month with the arrangement of paying a
pre-determined amount towards the principal repayment at the end of the year.

6. Tax benefits - If you avail a Personal Loan for renovating your home, you are eligible for Income Tax
deductions up to 2 Lakhs under Section 24B of the Income Tax Act, 1961. However, you will have to
prove that you used the loan for home renovation only.

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The following people are eligible to apply for a Personal Loan:

 HDFC Bank offers personal loans in India to salaried and self-employed individuals. s

 Employees of private limited companies, employees from public sector undertakings, including
central, state and local bodies

 Individuals between 21 and 60 years of age

 Individuals who have had a job for at least 2 years, with a minimum of 1 year with the current
employer

 Those who earn a minimum of 25,000 net income per month.

SUPPORTING DOCUMENTS REQUIRED TAKING LOAN

In case Of Salaried Employees:

 ID proof-Pan card /driving license / employee I-card / voter

ID / passport.

 Residence proof -Electricity bill / telephone bill / water bill /

ration card.

 Latest 3Months Salary Slip with all deductions

 Form no.16 for income tax return

 Bank statement for the last 3 months

 One photo self attested

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  Process of personal loan

Documents collected from customer and sent to the credit agency

File sent for login at credit agency

Risk Intelligence & control agency (RIC) check the customer’s background

File reaches the credit manager for approval or rejection

File again reaches bank for disbursal

Money give to customer

File finally reaches Mumbai (Head Office)

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 Here is a five-step guide on how to get a Personal Loan. From documents required to
how to apply for a Personal Loan, we have all the angles covered:

Step 1: Determine your requirement

Figure out why you need a Personal Loan and how much you need. For example, you may need a loan to
fund your wedding or to renovate your home. And you may need just Rs. 1 lac or Rs. 10 lac.

Step 2: Check loan eligibility

Once you know how much you need, you should check whether you are eligible. You can visit the HDFC
Bank Personal Loan

Eligibility Calculator online, to find out how much you can borrow as Personal Loan. HDFC Bank offers
loans up to Rs. 40 lac.

Read more about how to calculate your Personal Loan EMI and how to lower it.

Step 3: Calculate monthly installments

Use an online EMI tool to calculate your approximate loan repayments every month. You can modify the
interest rate and tenure to match your monthly income, like on HDFC Bank Personal Loan EMI calculator.
HDFC Bank offers pocket friendly EMIs on all its Personal Loan starting at Rs. 1878 per lac (T&C).

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Step 4: Approach the bank

You can apply for a Personal Loan with HDFC Bank in a variety of ways: Via Net Banking, online on the
HDFC Bank website, at an ATM or by visiting a branch.

Step 5: Submit documents

Next find out what documents are required for a Personal Loan. Usually, you will need income proof (bank
statements, salary slips or IT returns), address proof and ID proof. Hand over copies of your Personal Loan
documents at the bank.

Wait for funds to be remitted to your account. HDFC Bank disburses funds for pre-approved loans to
customers in 10 seconds, and for non-HDFC Bank customers in 4 hours.

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 RESEARCH METHODLOGY

Research Design

 Method of research- Descriptive Research

 Type of research- Quantitative Research

 Data type- Primary and Secondary data

 Data sources-

 primary data (Questionnaire, Operand close ended questions, Interview)

 secondary data(Website of HDFC, Pamphlets& Brochures, Magazines, Articles&

Newspapers)

 Data Collection Tool- Statistical tools like pie charts & tables

Sampling Design

 Sampling Technique- Non probability sampling convenient sampling method was used to select a
sample of 100 customers among the customers of the HDFC Bank.

 Sample Size - Sample size of 100 customers are taken from the Boat sahakar nagar branch of HDFC
Bank

 Sampling Method Used - Random sampling method was used to select a sample of 100 customers
among the customers of HDFC Bank.

 Scale –Respondents were given a scale whose positions range from ‘Highly Satisfied to ‘Highly
Dissatisfied´

 Area Of Survey - The area selected to find the satisfactory level was in and sahakar nagar ,Pune

 Data analysis technique- Comparative Study Analysis

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 DATA ANALYSIS

The study on customer satisfaction has the geographical coverage limit to HDFC Bank Branch, Pune only.
This study will help the Company to know in detail about the customer Perception and their attitude
towards the personal loan product and services. The company will gain the feedback from the customer to
improve its and quality of service

TABLE SHOWING NET SALARY LEVEL

SR.NO Salary No. of customer

1 25000-35000 20

2 35000-50000 10

3 50000-75000 15

4 75000-100000 10

NO. of customer
25000-35000 35000-50000 50000-75000 75000-100000

18%

36%

27%

18%

The table showing net salary level of customer

As per customer survey the low level of net income salary 25k-30k has 20 customers who are eligible for
personal loan, high level of net income salary 75k-100k has 10 customer who are eligible for personal loan.

This table can be useful for analyzing the relationship between employee salaries and customer service
levels. It suggests that higher salary levels may correspond to lower customer service loads, as the
employees with the highest salaries serve fewer customers than those with lower salaries.

TABLE SHOWING WHO ARE RESPONDENT FOR PERSONAL LOAN

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 status No.of .Responce
Married 75
Umarried 25

unmarried
25%

married
unmarried

married
75%

From the above table it can be analyzed that out of 100 respondents75% are married persons who has need
the personal loan, 25% are unmarried person who has need the personal loan .

TABLE SHOWING DISTRIBUTION OF AGE WHO HAVE TAKEN PERSONAL LOAN.

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 AGE GROUP NO.OF RESPONDENTS PERCENTAGE

20-30 25 25%

30-40 40 40%

40 and above 35 35%

Total 100 100%

PERCENTAGE
25%
35%

20-30
30-40
40 and above

40%

 ANALYSIS

The above table shows that –

 25% of the respondents fall under the age of group of 20-30 years.

 40% of the respondents fall under the age of group of 30-40 years.

 35% of the respondents fall under the age of group of 40 and above.

 INFERENCE- Hence it Cleary show that the majority respondent fall under the age of 30-40 years
i.e.40%

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TABLE SHOWING DISTRIBUTION OF GENDER WHO HAVE TAEN PERSONAN
LOAN

NO OF
GENDER PERCENTAGE
RESPONDENTS
MALE 63 67%

FEMALE 37 37%

TOTAL 100 100%

MALE FEMALE

37%

63%

ANALYSIS
The table shows that there are 63% of male respondents, 37% of female respondents.

INFERENCE

Thus the table clearly shows that the majority of the respondents are male i.e. 63%

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 WHICH GRADE YOU WANT TO GIVE OF LOAN SCHEME?

CATRGORY NO.OF. ERCENTAGE

RESPONDENTS

Excellent 15 15%

Good 57 57%

Average 24 24%

Below average 4 4%

TOTAL 100 100%

60%

50%

40%

30%

20%

10%

0%
Exellent Good Average bellow average

 ANALYSIS

15% persons give excellent grade of the bank. 57% persons give good grade to the bank.
Only 24% persons give average grade to the bank 4% give below average grade to the bank.

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 Variables Respondents Percentage
Highly Satisfied 10 10%

Satisfied 61 61%

Neutral 23 23%

Dissatisfied 5 5%

Highly Dissatisfied 0 0%

Total 100 100%

THA IMPORTANCE OF PROCESSING FEES AND TIME IN HDFC

ACCORDING TO CUSTOMER

5% 10%

23% Highly Satisfied

Satisfied
Neutral
Dissatisfied
Highly Dissatisfied

61%

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ANALYSIS

From the above table it can be analyzed that out of 100 respondents10% are highly satisfied
with the processing fees & time of the bank, 62% are satisfied, 23% are neutral, 5% are
dissatisfied and none are highly dissatisfied.

INFERENCE

Therefore, it can be inferred that almost 5% of the respondents are nothappy with the
processing fees & time. This indicates that the customers are not satisfied with the processing
fees & time

TABLE SHOWING THE IMPORTANCE OF THE AMOUNT OF MONTHLY

INSTALLMENT

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 Importance No Of Respondents Percentage

Very Importance 30 30%

Some Want importance 45 45%

Not So Importance 20 20%

Not At All importance 5 5%

Total 100 100%

Very Importance Some Want importance

Not So Importance Not At All importance

14%

21%
56%

9%

ANALYSIS

The table shows that according to 30% of the respondents it is very important that the size of
the EMI is appropriate, 45% of the respondents think it is somewhat important, 20 % of the

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respondents said it is not so important while5% of the respondents replied that it is not at all
important.

INFERENCE

Hence the table clearly shows that the majority of the respondents think it is somewhat
important for the EMI to be appropriate.

TABLE SHOWING BENEFITS AND FACILITIES PROVIDED BY HDFC FOR PERSONAL LOAN

Variables Respondents

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 Very important 65

Somewhat important 20

Not so important 10

Not at all important 5

Not at all important

Not so important

Somewhat im-
portant

Very important

Based on the table provided, it shows the respondents' perception of the importance of certain
benefits and facilities provided by HDFC for personal loans.

Out of the total respondents, 65% rated the benefits and facilities as "very important," 20%
rated it as "somewhat important," 10% rated it as "not so important," and 5% rated it as "not
at all important."

TABLE SHOWING SATISFACTION WITH RESPECT TO THE EXECUTIVE SERVICES OF THE

BANK

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 Variables Respondents
Highly satisfied 60

Satisfied 20
Neutral 10
Dissatisfied 10

1%
11%

22%

66%

Highly satisfied Satisfied Neutral Dissatisfied

From the given table, we can see that the satisfaction level of the respondents with respect to
the executive services of the bank can be summarized as follows:

60 respondents are highly satisfied

20 respondents are satisfied

10 respondents are neutral

10 respondents are dissatisfied

Therefore, a majority of the respondents (60 out of 100) are highly satisfied with the
executive services of the bank, while a minority (10 out of 100) are dissatisfied. The
remaining 30 respondents are either satisfied or neutral.

THE TABLE SHOWING RATE THE SERVICES OF HDFC BANK ON SCALE OF 5

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 Variables Respondents Rating
Outstanding 50 5
Very good 30 4
Average 15 3
Poor 5 1

Poor
8%

Average Outstanding
23% 38%

Very good
31%

Outstanding Very good Average Poor

The given table shows the ratings of HDFC bank services on a scale of 5, as rated by a total
of 100 respondents.

Based on the table, it can be inferred that the majority of the respondents (50 out of 100) have
given an "Outstanding" rating of 5 to the services of HDFC bank. This indicates a very high
level of satisfaction

30 out of 100 respondents have given a "Very good" rating of 4 to the services of HDFC
bank,

15 out of 100 respondents gave an "Average" rating of 3, indicating a neutral rating where
they were neither particularly satisfied nor dissatisfied with the services of HDFC bank.

Finally, 5 out of 100 respondents gave a "Poor" rating of 1, indicating that they were not
satisfied with the services provided by HDFC bank.

FINDINGS

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1. Most of the customers of the bank are satisfied but there is a minority of customers who
are still looking for improvement.

2. The bank has strong customer relationship whether it is customer service post sales
service; HDFC Bank serves the customer well.

3 When it comes to the processing fees & time, it shows mix response. More customers
would prefer a change in the Processing fees & time.

4. The only drawback that HDFC bank has in compare to other banks is only regarding the
interest rates which are considered to be low in comparison to other bank. While most of the
banks charges high monthly installment for the repayment of loan with compare to HDFC
bank.

5. So, we should enable customers to get personal loan easily and provide variety of other
banking scheme to the personal loan customer.

CONCLUSION

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The internship was a learning experience for the full two months. There were many ups and
downs along the way to completing the project, but the end outcome was quite promising.
The business appears to be doing well, and its clientele appears to be pleased.

It has a lot of promise in this industry if it can tap into an underserved market and expand its
market penetration. This can be accomplished by promoting its products and services and
increasing public awareness of the advantages. It may also be able to be more flexible in its
procedures so that customers feel more at ease with the organization.

If the sales executive and the managers work together, the firm and the process of finishing
the file can be made easier. Through this assignment, I learned about the work culture of
HDFC BANK.

There were far too many lessons learned, such as how to manage your personnel, manage
them, and assist them in their task. According to accumulated statistics, when compared to
other digital players who do business online, it is the best. They provided printers and other
items that allow for quick approval and charging of customers.

SUGGESTIONS

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 The processing time which is now 8 days , must be reduce to 6 days, so more and
more people can apply for the urgent loan for unforeseen calamities

 Scheduling regular promotional activities like company visit etc.to inform more and
more people about the loan facilities based on their salary i.e. Personal Loan´

 More number of schemes should be provided to the current salary holder customer
with HDFC Bank with different features. Proper and general instruction about the
product with latest changes and working provides to the executive

 The interest rates made to be more liberal to customer to customer on the basis of
their salary and company profile

 The process of funding the loan needs to be more simple so that the customer can
understand the product according to their needs

 There should be more executive especially in big and crowded branches in the main
part of the town.

 Special schemes should be provided for small scale sector business employees as
well new package of offers and discounts should be provided for high network
people.

BIBHIOGRAPHY

39
 (weblink: https://www.cholamandalam.com/community-relations.aspx). :
https://cholamandalam.com/files/MEDIA/ Annual-Return-2020-2021.pdf.
(weblink:https://www.cholamandalam.com/company-policies.aspx). www.NBFC.COM
www.RBI.com www.How Stuff Works.com www.Wikipedia Books:-

1) Statutory guidance for non-banking financial companies – Taxman

https://www.hdfcbank.com/personal/resources/learning-centre/borrow/what-is-
a-personal-loan

ANNEXURE
40
1) Marital Status
Married

Single

2) Net Salary Level

< Rs.25, 000

Rs.25, 000-Rs 30, 000

< Rs.30,000

3) How important is the Easy monthly Installment to you?

Very important

Somewhat important

Not so important

Not at all important

4) How important are the bank Interest Rates according to you?

Very important

Somewhat important

Not so important

Not at all important

5) What is your level of satisfaction with respect to the processing fees and
time in HDFC bank?
Highly satisfied

Satisfied

Neutral Dissatisfied

Highly dissatisfied

6) How important are the benefits and facilities provided by HDFC for personal loan to
you?

41
Very important

Somewhat important

Not so important

Not at all important

7) What is your level of satisfaction with respect to the executive services of the bank?

Highly satisfied

Satisfied

Neutral

Dissatisfied

8) What is your level of satisfaction with respect to special schemes offered by bank?

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

9) What is your level of satisfaction with respect to the tenure period for the loan
provided by the bank?

Highly satisfied

Satisfied

10) rate the services of HDFC bank on scale of 5?

Outstanding

Very good Good

Average

Poor

42