PROJECT REPORT

ON
“Comparison of Home Loan Schemes of different banks”

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

THE
MASTER’S DEGREE IN BUSINESS ADMINISTRATION
OF

CHANDIGARH UNIVERSITY, GHARUAN, MOHALI

PROJECT GUIDE

Name: Kapil Sharma

Designation: Asst Prof
Chandigarh University
Gharuan, Mohali

SUBMITTED BY:
MUBASHIR FAROOQ
(15MBF5101)

CHANDIGARH UNIVERSITY, GHARUAN, MOHALI

BATCH 2015-17

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 ACKNOWLEDGEMENT

It is my proud privilege to release the feelings of my gratitude to several persons who

helped me directly or indirectly to conduct this project work. I express my heart full in
debt and owe a deep sense of gratitude to my teacher and my faculty guide Prof.
Kapil Sharma, Chandigarh University; for his sincere guidance and inspiration in
completing this project.

I am extremely thankful to faculty members of the Chandigarh University for their

coordination and cooperation and thankful to Prof. Kapil Sharma for his kind
guidance and encouragement.

I am also extremely thankful to all those persons who have positively helped me and
customers who responded my questionnaire, around whom the whole project cycle
revolves.

I also thank all my friends who have more or less contributed to the preparation of
this project report. I will be always be indebted to them.

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 DECLARATION

I, MUBASHIR FAROOQ, hereby declare that the project work entitled

“Comparison of Home Loan Schemes of different banks” submitted
towards partial fulfillment of requirements for the award of Masters of Business
Administration is my original work and the dissertation has not formed the basis for
award of any degree, associate ship, fellowship or any similar title to the best of my
knowledge.

(Signature of Student)

MUBASHIR FAROOQ

Roll No: 15MBF5101

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 CERTIFICATE

I have the pleasure in certifying that Mr. MUBASHIR FAROOQ is a bonafide student
of Semester IV of the Master’s Degree in Business Administration in Banking and
Financial Engineering (Batch 2015-17), of Chandigarh University, Gharuan, Mohali,
Punjab with UID No. 15MBF5101

He has completed his/her project work entitled “Comparison of Home Loan

Schemes of different banks” under my guidance.

I certify that this is his original effort & has not been copied from any other source.
This project has also not been submitted in any other Institute / University for the
purpose of award of any Degree.

This project fulfils the requirement of the curriculum prescribed by this University for
the said course. I recommend this project work for evaluation & consideration for the
award of Degree to the student.

Signature : ……………………………………
Name of the Guide : Prof. Kapil Sharma
Designation : Asst professor

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 PREFACE

Modern organizations are highly complex and dynamics systems. They operate under
very turbulent social economic and political environment. They are required to
reconcile several incompatible goals. Conflicting roles and divergent interest they are
also fraught with the use risk and uncertainties, hence tactful management of such
organization to plan to execute guide, coordination and control the performance of
people to achieve predetermined goals. Management has to keep the organization
vibrant moving and in equilibrium. It has to achieve goal which themselves are
changing it is therefore a problem highly complex and ticklish.

This information will be asset to marketing manager in making effective decisions.

The researches are used to acquire and analyze information and to make suggestions
to management as to how marketing problems should be solved.

The objective of this project is to enable the students to understand the application of
the academics in the real business life. I am fully confident that this project report will
be extremely useful to the management.

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 INDEX

S.No Topics Page No.

1 Introduction to project 9

2 HDFC HOME LOANS 10

3 ICICI HOME LOANS 14

4 PNB HOME LOANS 22

5 SBI HOME LOANS 27

SWOT ANALYSIS OF HOUSING FINANCE INDUSTRY

6 32

SWOT ANALYSIS OF HDFC HOME FINANACE

7 34

COMPARITIVE STATEMENT OF HOME LOAN

8 35

Part-2nd 37

9 OBJECTIVE OF THE STUDY 38

10 RESEARCH METHODOLOGY 39

11 DATA ANALYSIS AND INTERPRETATION 41

12 CONCLUSION 64

13 RECOMMENDATIONS 65

14 BIBLOGRAPHY 66

15 ANNEXURE 67

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 EXECUTIVE SUMMARY

The main objective of this finance project on comparison of home loan scheme is to
find out the tariff charges changes by other banks in comparison to HDFC bank.

The aim of the study is to know where HDFC lacks in loans and how far the
performance of other banks is better so that HDFC figure out the common problems
being faced by the customers while dealing in the loan department so that further
HDFC can improve its services and schemes offered by them to their customers.

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 INTRODUCTION

The roof over one’s head and ground beneath one’s feet count as the bare necessities
of life. There’s nothing quite like owing a home, however humble to give that warm
and glowing feeling. But when one buys a home, one has much more than a feel good
purchase in mind! It’s also a crucial investment decision, perhaps the biggest
spending decision of one’s life. There are ample opportunities today for young
salaried investors to plan their moves early and buy a house at right time- and at right
price. In the process, not only do they fulfill that cherished dream of owing a house,
but also put themselves on the path to acquiring property that would meet the needs
and aspirations of their growing family, even as it leads to wealth creation. Every
individual aspires to own a home. But many either spend a lifetime saving to
purchase a house or exhaust money on monthly house rents.

Take a house loan and let the monthly rent (easily converted into affordable
EMI’s) build dream home.

ABOUT THE PROJECT

This project is based on the study of “Comparison of home loan schemes of HDFC
with other banks”. An insight view of the project will encompass- what it is all about ,
what it aims to achieve, what is its purpose and scope , the various methods used for
collecting data and their sources, including literature survey done, further specifying
the limitation of our study and in the last drawing inferences from the learning so far.
This project tires to evaluate how the Home loan schemes and procedure are done in
HDFC bank through their loan procedure, rate of interest as compared to other banks,
duration of home loan disbursement, documentation procedure while opening
account.

 Primary Data :- All the people from different professions were personally
visited and interviewed. They were the main source of primary data. The
method of collecting primary data was direct personal interview through a
structured questionnaire.

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  Secondary Data :- It was collected from the internal sources. The secondary
data was collected on the basis of organization files, newspaper, official
records, magazines and the website of the company.

HDFC LOAN SCHEME PURPOSE

HDFC Limited offers loans for the following purposes:

 Land purchase
 Home construction/purchase
 Home extension
 Home improvement loans
 Short-term bridge loans
Non-resident premises loans for professionals.

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 HDFC BANK

INTRODUCTION

HDFC (Home Development Finance Corporation) Home Loan, India have been
serving the people for around 3 decades and providing various housing loan
according to their varied needs at attractive and reasonable interest rates. Owing to
their wide network of financing, HDFC Home Loans provide services at doorstep and
helps you find a home as per your requirements.

COMPANY PROFILE

HDFC Limited founded in 1997 by Ravi Maurya and Hansmukh bhai Parekh, is an
Indian NBFS focusing on home loans. HDFC operates through almost 450 locations
throughout the country with its corporate head quarters in Mumbai, India. HDFC also
has an international office in Dubai, UAE with service associates in Kuwait. HDFC is
the largest housing company in India for the last 27 years.
HDFC was amongst the first to receive an in principal approval from RBI to set up a
bank in the private sector, as a part of the RBI’s liberalization of the Indian banking
industry. It was incorporated on 30th august 1994 in the name of ‘HDFC Bank
Limited’, with its registration office in Mumbai. HDFC began its operations as a
scheduled commercial bank on 16th January 1995.

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 DOCUMENTS REQUIRED FOR HDFC HOME LOAN

SALARIED CUSTOMER SELF EMPLOYED SELF EMPLOYED

PROFESSIONALS BUSINESS

Application form with Application form with Application form with

photograph photograph photograph

Identity and Residence Identity and Residence Identity and Residence

Proof Proof Proof

Latest Salary-slip Education Qualifications Education Qualifications

Certificate and Proof of Certificate and Proof of
business existence business existence
Form 16 Last 3 years Income Tax Business profile
returns (self and business

Last 6 months bank Last 3 years Profit /Loss and Last 3 years Income Tax
statements Balance Sheet returns (self and business)
Last 3 years Profit /Loss and
Balance Sheet
Processing fee cheque Last 6 months bank Last 6 months bank
statements statements (self and
Processing fee cheque business)
Processing fee cheque

ELIGIBILITY

The repayment capacity as determined by the HDFC will help in deciding how much
we can borrow (the cost of the property or Rs.1crore whichever is lower). Repayment
capacity takes into consideration factors such as income, age, qualifications, number
of dependents, spouse’s income, assets, liabilities, stability and continuity of
occupation and saving history. And, of course, HDFC’s main concern is to make sure
you can comfortably repay the amount you borrowed

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 FEE:

A processing fee of 0.5% of the loan amount applied for rs.5 per rs.1000 of the loan
applied for is payable when the application form is submitted to HDFC. This fee is in
the respect of costs incidental to the application. For example:

Loan applied for Fees

Rs.20000 Rs.100
Rs.100000 Rs. 500

On approval of the loan, a loan offer is made to you on acceptance of the offer. You
have to pay an administrative fee of Rs.0.5% of the loan approved. You can also pay
the processing fee and administrative fee upfront i.e. 1% of the loan at the time of
submission of the loan application itself. This fee is in respect of the costs incidental
to the application. Taxes as applicable will be charged on the fees collected.

CHARGES:

For Fixed Rate Home Loan (FRHL) an early redemption charge of 2% of the amount
being prepaid is payable, if the amount being repaid is more than 25% of the opening
balance. However under Adjustable Rate Home Loan (ARHL) option early
redemption charges of 2% is payable only in case of commercial refinance. You may
be required to submit the copies of your Bank Statements or any other documents that
HDFC deems necessary to verify the source of prepayment.
You can make payment for fees and charges by cheque marked “payee’s account
only” drawn on a bank in a city where HDFC has an office or by demand draft
(payable at par to HDFC).

LOAN AMOUNT OF HDFC

You can avail of maximum of up to 85% of the cost of the property, including the
cost of the land.
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 LOAN TENURE

You can repay the loan over a maximum period of 20 years under both FRHL and
ARHL. Repayment will not ordinarily extend beyond your age of retirement (if you
are employed) or on your reaching 65 years of age, whichever is earlier. However,
HDFC will endeavor to determine the repayment period to suit your convenience.

RATE OF INTEREST

The rate of interest of HDFC is 8.75%.under the monthly rest option, interest is
calculated on monthly rests. Principal repayment is credited at the end of every
month.

At HDFC you have the choice between the normal FRHL and the innovative ARHL.
Alternatively you can also avail the part of the loan under FRHL and balance under
ARHL.
HDFC also offers you the option to switch between schemes for the nominal fee.
Interest rates on ARHL will be linked to HDFC’s Retail Prime Lending Rate (RPLR)
which currently is 13.75% .The rate on your loan will be revised every three months
from the date of first disbursement, if there is a change in RPLR, i.e. the interest rate
on your loan may change. However, the EMI on the home loan disbursed will not
change. (if the interest rate increases, the interest component in an EMI will increase
and the principal component will reduce, resulting in an extension of the term of the
loan, and vice versa when the interest rate decreases).customer will be provided with
an annual statement indicating the details of the interest and principal payment made
during the year.

 Upto and including Rs 30 lakhs – 10.25% - 10.75 %

 Above Rs 30 lakhs – 10.50%- 11.00 %

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 ICICI HOME FINANACE COMPANY LTD

Consumer friendly housing finance company

INTRODUCTION

ICICI Bank is an Indian multinational banking and financial services company

headquartered in Vadodara. As of 2014 it is the second largest bank in India in terms
of assets and market capitalization. It offers a wide range of banking products and
financial services for corporate and retail customers through a variety of delivery
channels and specialized subsidiaries in the areas of investment banking, life, non-life
insurance, venture capital and asset management. The Bank has a network of 3,800
branches and 11,162 ATMs in India, and has a presence in 19 countries.

ICICI Bank is one of the Big Four banks of India, along with State Bank of
India, Punjab National Bank and HDFC. The bank has subsidiaries in the United
Kingdom, Russia, and Canada; branches in United States, Singapore, Bahrain, Hong
Kong, Sri Lanka, Qatar and Dubai International Finance Centre; and representative
offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand,
Malaysia and Indonesia. The company's UK subsidiary has also established branches
in Belgium and Germany.

In March 2013, Operation Red Spider showed high-ranking officials and some
employees of ICICI Bank involved in money laundering. After a government inquiry,
ICICI Bank suspended 18 employees and faced penalties from the Reserve Bank of
India in relation to the activity.

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 HISTORY

ICICI Bank was established by the Industrial Credit and Investment Corporation
of India (ICICI), an Indian financial institution, as a wholly owned subsidiary in
1994. The parent company was formed in 1955 as a joint-venture of the World Bank,
India's public-sector banks and public-sector insurance companies to provide project
financing to Indian industry. The bank was initially known as the Industrial Credit and
Investment Corporation of India Bank, before it changed its name to the
abbreviated ICICI Bank. The parent company was later merged with the bank.

ICICI Bank launched internet banking operations in 1998.

ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a public

offering of shares in India in 1998, followed by an equity offering in the form
of American Depositary Receipts on the NYSE in 2000. ICICI Bank acquired
the Bank of Madura Limited in an all-stock deal in 2001 and sold additional stakes to
institutional investors during 2001-02.

In the 1990s, ICICI transformed its business from a development financial institution
offering only project finance to a diversified financial services group, offering a wide
variety of products and services, both directly and through a number of subsidiaries
and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and
the first bank or financial institution from non-Japan Asia to be listed on the NYSE.

In 2000, ICICI Bank became the first Indian bank to list on the New York Stock
Exchange with its five million American depository shares issue generating a demand
book 13 times the offer size.

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the
merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI
Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January
2002, by the High Court of Gujarat at Ahmedabad in March 2002 and by the High
Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.

In 2008, following the 2008 financial crisis, customers rushed to ICICI ATMs and
branches in some locations due to rumours of adverse financial position of ICICI

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Bank. The Reserve Bank of India issued a clarification on the financial strength of
ICICI Bank to dispel the rumours.

DOCUMENTS REQUIRED FOR SANCTION HOME LOAN

ICICI Bank Home Loans, India’s leading Home Loans Provider, offers attractive
interest rates and unbeatable benefits to ensure that you get the best deal. Keeping
your convenience in consideration, we ask you for minimal mandatory documents for
the sanctioning of your home loan, to keep the process totally hassle-free.

HOME LOAN

1) Customer must be at 21 year of age when the loan is sanctioned.

2) The loan must terminate before or when you turn 65 year of age or before
retirement, Whichever is earlier.
3) Customer must be employed or self employed with regular source of income

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We require the following documents to sanction your home loan

Sanction Documents Completed application form

Photograph
Fee Cheque
Photo Identity Proof
Age Proof
Signature Verification Proof
Residence Address Proof
Document for the Salaried
Last 3 months’ Salary Slip
Form 16
Bank Statement for the last 6 months from Salary Account
Repayment Track record of existing loans / Loan closure letter

Document for the Self-employed

Income Tax Return / Computation of Total Income / Auditors Report / Balance Sheet
/ Profit & Loss Account certified by Chartered Accountant for last 2 years (3 years for
Home Equity) (both for business and personal of partners/directors)
Bank statement for the last 6 months from operating account
Repayment Track record of existing loans / Loan closure letter
Board Resolution in case of a company
Proof of existence
Office Address Proof
Photo Identity Proof, Residence Address Proof, Signature Verification Statement for
all the main partners / directors.

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 DISBURSEMENT

Customer loan will be disbursed after you identify & select the property or the home
that customer are purchasing and on their submission of the requisite legal
documents.
While the customer may be under impression that the list of documents asked for it is
rather extensive. Each and every single document asked for will be verified & check
to ensure their safety. This may take some time but the banks want to ensure a clear
title and will complete all the legal & technical verification to ensure that they have
full right to their home.
The 230 a clearance of the sellers or 371 clearance from the appropriate income tax
authorities (if applicable) is also needed on satisfactory completion of above, on
registration of conveyance deed and on the investment of your own contribution, the
loan amount (as warranted by the stage of construction) will be disbursed by ICICI.
The disbursement will be in favor of the builder/seller.

At ICICI Bank Home Loans, we disburse the loan amount after you identify and
select the property or home that you are purchasing and submit the requisite legal
documents.
While you may be under the impression that the list of documents asked for is rather
extensive, please note that it is for your own good. Each and every single document
asked for will be verified and checked to ensure your safety.
This may take some time but we want to ensure a clear title and will complete all the
legal and technical verifications to ensure that you have full rights to your home.
Your loan will be disbursed after you identify and select the property or home that
you are purchasing and on your submission of the requisite legal documents.

The 230 A Clearance of the seller and / or 37I clearance from the appropriate income
tax authorities (if applicable) is also needed.
On satisfactory completion of the above, on registration of the conveyance deed and
on the investment of your own contribution, the loan amount (as warranted by the
stage of construction) will be disbursed by ICICI Bank

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Property documents (as per P&D for respective states and as asked by empanelled
lawyers for individual cases)
Facility Agreement
Disbursal Request Form
Cheque Submission Form – for Pre EMI and EMI cheques
ECS or Auto Debit for ICICI Bank account holders or Post Dated Cheques for EMI /
Pre EMI
Personal Guarantor’s Documents (PG Form, Photograph, Identity Proof, Address
Proof, Signature Verification and Income documents, if applicable)

In case of property is owned by a company

 Memorandum of Entry
 Form 8
 NOC

AMOUNT

This largely depend on a no. of facts like ones age ,profession, salary, the city one
reside is among other such factors. it varies between 2.1lakh to 1crore depending on
the lender- as the rule of the thumb, depending on HFC one have to cough up 15% -
20% of the loan amount as the down payment. For smaller amount, this may not be
much. But for figure remaining into lakh this could make loads of difference. For e.g.
an apartment of costing Rs 10 lakh may get 85% financing, so one will have to
arrange for remaining Rs 15 lakh. If one takes this into amount the additional
thousands will definitely put a strain on ones finances

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 TENURE

Generally the maximum tenure of home loans is 15 years, with a few lenders offering
tenure of 20 years or more. ICICI offers 15 year loan. The longer the tenure, the more
one pay in total interest but ones monthly payment will be less. So depending ones
earning potential & bank balance one can choose an appropriate tenure.

INTEREST RATE

Without doubt the most important parameter to factor into ones calculations. The
interest rates may vary from institution to institution. Repayment is in the form of
EMI’s (equated monthly installment). The longer the tenure, the more one pays in
interest, but ones monthly payment will be less.

Tenure Interest Type Interest Rate

15 -20 Fixed 13.75 %

10 -15 Fixed 16 %
5 - 10 Fixed 16 %
1-5 Fixed 16 %
1-5 Floating 16 %
5 - 10 Floating 11.25 %
10 - 15 Floating 16 %
15 - 20 Floating 16 %

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 PROCESSING FEES

It is the fee payable to the lender on applying for a loan. It is either a fixed amount not
linked to the loan or may be a percent of the loan amount. The loan amount received
by you can be less than processing fee

BENEFITS
 Some of our key benefits are:
 Guidance through out the process
 Home loan amounts suited to your needs
 Home Loan tenure upto 20 years
 Simplified documentation
 Doorstep delivery of home loan papers
 Sanction approval without having selected a property.
 Free Personal Accident Insurance (Terms & Conditions)
 Insurance options for your home loan at attractive premium

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 PUNJAB NATIONAL BANK

INTRODUCTION

PNB has over 4500 branches and offices bringing the Punjab National Bank to your
doorstep. Around 2400 offices come under the network of Centralized Banking
Solution or CBS. A need for centralized banking system prompted PNB to go
computerized and what followed was the establishment of CBS in Punjab National
Bank branches in all the leading cities like Delhi, Pune, Chennai, Mumbai,
Ahmedabad, Chandigarh, Gurgaon, Hyderabad, Jalandhar, Kolkata, Ludhiana, Nodal
and Bangalore. Internet Banking Services are provided to all customers in the CBS
branches. A branch and ATM locator is also available on the official website of
Punjab National Bank. For an overview of the annual report or the bank profile, the
site can be resourceful. The website also provides info on the careers and recruitments
at PNB and the exam results. The careers at nationalized banks like PNB are the most
sought after one and candidates are selected on the basis of their exam result. PNB
topped the Best Paying Commercial Bank category with an overall rating of 87.45%
as evaluated by the SSS Retirement, Death & Funeral Benefits Program.

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 PNB HISTORY

Punjab National Bank of India was established by Lala Lajpat Rai in the pre-
independence India in 1895 in Punjab, with Lahore as its head office. Today it is the
second largest public sector bank in India. It was nationalized in 1969 along with 13
other major commercial banks. The privatization started in 1989 when 30 per cent of
its shares were offered to the public and it was listed on the stock exchange.In 1992,
PNB became the first Philippine bank to reach P100 billion in assets. Later that year,
privatization continued with a second public offering of its shares. In August 2005,
PNB was fully privatized. The joint sale by the Philippine government and the Lucio
Tan Group of the 67% stake in PNB was completed within the third quarter of 2005.
The Lucio Tan Group exercised its right to match the P 43.77 per share bid offered by
a competitor and purchased the shares owned by the government. The completion of
sale is expected to speed up the development of PNB’s franchise and operational
competitiveness.

Today, State Bank of India (SBI) has spread its arms around the world and has a
network of branches spanning all time zones. SBI's International Banking Group
delivers the full range of cross-border finance solutions through its four wings - the
Domestic division, the Foreign Offices division, the Foreign Department and the
International Services division.

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DOCUMENTS NEEDED

1. Proof of identity
2. Proof of income
3. Proof of residence
4. Bank statement or Pass Book where salary or income is credited.
5. Education Certificate
6. Photos
7. Salary slips & form 16
8. Income tax return last 3 years along with balance sheets.
9. Assets liabilities statements.
10. Documents of property.
11. Estimate of construction.
12. Guarantor

SPEED OF SANCTION OF LOAN :-

The loan will be sanctioned within 7 working days.

TENURE:-

You can repay the loan over a maximum period of 25 years under both FRHL and
ARHL in SBI . Repayment will not ordinarily extend beyond your age of retirement
(if you are employed) or on your reaching 65 years of age, whichever is earlier.

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 RATE OF INTEREST

Fixed Option Floating Floating

Fixed Option for for Option for Option for
For repayment period loans (Upto 20 loans(Above loans(Upto loans(Above
lac) 20 20 20
lac) lac) lac)

i) Upto 5 years 9.25 10.00 8.75 9.50

ii) Above 5 & upto 10

10.00 10.25 9.00 9.50
years

iii) Above 10 & upto

10.50 10.75 9.25 9.75
20 years

iv) Above 20 yrs &

10.75 11.00 9.50 10.00
upto 25 yrs.

The interest rate can be fixed or floating

Option can be changed from fixed to floating and vice versa with flat charges of 2%
fee on balance outstanding.
Fixed interest rate be reset after a block of 5 year in respect of loans disbursed on or
after 1.08.2006

DOCUMENTATION CHARGES
Rs. 1350 + Service Tax

Pre payment charges 2%

Balance Transfer Charges

2%
(incase of refinance)

Part-payment Charges Nil

Switching Charges
Nil
(Fixed to Floating or vice-a-versa)

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 UPFRONT FEE

For loans up to Rs. 300 lacs = 0.50% of the loan amount with a cap of Rs. 20,000/-
For loans above Rs. 300 lacs =0.90% of the loan amount

DISBURSEMENT FOR HOME LOAN

a. For outright purchase of house/flat, the loan amount will be paid in lump sum
to the vendor.
b. For house/flat under construction, the loan amount will be dispersed in stages
as per progress of construction/demand by selling agency.

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 STATE BANK OF INDIA

INTRODUCTION

State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic
network of over 9000 branches (approximately 14% of all bank branches) and
commands one-fifth of deposits and loans of all scheduled commercial banks in India.
The State Bank Group includes a network of eight banking subsidiaries and several
non-banking subsidiaries offering merchant banking services, fund management,
factoring services, primary dealership in government securities, credit cards and
insurance. The eight banking subsidiaries are: State Bank of Bikaner and Jaipur
(SBBJ),State Bank of Hyderabad (SBH).State Bank of India (SBI),State Bank of 13
Indore (SBIR),State Bank of Mysore (SBM),State Bank of Patiala (SBP),State Bank
of Saurashtra (SBS) and State Bank of Travancore (SBT). Today, State Bank of India
(SBI) has spread its arms around the world and has a network of branches spanning
all time zones. SBI's International Banking Group delivers the full range of cross-
border finance solutions through its four wings - the Domestic division, the Foreign
Offices division, the Foreign Department and the International Services division.

HISTORY

The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later
called the Bank of Bengal) was established. In 1921, the Bank of Bengal and two
other Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to
form the Imperial Bank of India. In 1955, the controlling interest in the Imperial Bank
of India was acquired by the Reserve Bank of India and the State Bank of India (SBI)
came into existence by an act of Parliament as successor to the Imperial Bank of
India.

Today, State Bank of India (SBI) has spread its arms around the world and has a
network of branches spanning all time zones. SBI's International Banking Group
delivers the full range of cross-border finance solutions through its four wings - the
Domestic division, the Foreign Offices division, the Foreign Department and the
International Services division.
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Main SBI Home Loan Schemes

 SBI Realty : Purchase of plot of land

 SBI Optima : Loan to existing home loan borrowers
 SBI Green Home Loan : For homes that fight against the adverse climate
change, SBI offers 0.25% concession in interest rate and waiver of processing
fees
 SBI Flexi : Combination of floating and fixed interest rate, in a pre
determined ratio
 NRI Home Loans : Loans for NRIs and PIOs
 SBI Freedom : Pledging other financial security than mortgaging the house
 SBI Max Gain : Operate your home loan account like your SB or Current
Account

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SCHEMES PROVIDED BY SBI & ELIGIBLITY , CRITERIA AND
DOCUMENTATION

Salaried Self employed

Age 21years to 60years 21years to 70years

Income Rs.1,20,000 (p.a.) Rs.2,00,000 (p.a.)
Loan Amount
5,00,000 - 1,00,00000 5,00,000 - 2,00,00000
Offered
Tenure 5years-20years 5years-20years
Current
2years 3years
Experience

1) Application form with 1) Application form with photograph

photograph 2) Identity & residence proof
2) Identity & residence proof 3) Education qualifications certificate &
3) Last 3 months salary slip proof of business existence
Documentation
4) Form 16 4) Business profile,
5) Last 6 months bank salaried 5) Last 3 years profit/loss & balance sheet
credit statements 6) Last 6 months bank statements
6) Processing fee cheque 7) Processing fee cheque

YEAR 1 – 8% FIXED .
YEAR 2 & 3 – 9% FIXED.
YEAR 4 ONWARDS – FOR LOAN UP TO 50 LAKHS 9.25% FLOATING.
FOR LOAN OVER 50 LAKHS 9.75% FLOATING.

Page | 29
 PREPAYMENT CHARGES

If paid from own source- Nil, In other cases- 2% on principal amount prepaid

LATE PAYMENT CHARGES

If paid from own source- Nil, In other cases- 2% on principal amount prepaid

PROCESSING FEE

FEES RUPEES

Upto 5 lakh Rs. 1000

5lakh-10lakh Rs. 2000

10lakh-20lakh Rs 5000

20lakh-50lakh Rs. 7000

50lakh-1crore Rs. 8000

1crore-5crore Rs.10,000

Above 5 crore Rs.20,000

Page | 30
 ELIGIBILITY

The minimum age of the applicant is 18 years, on the date of the sanction of the loan.
The maximum age limit for a Home Loan applicant is 70 years. It is the maximum
age limit, within which the loan should be fully repaid. The applicant should consist
of sufficient, regular and continuous source of income for repaying the loan.

SCHEMES PROVIDED BY SBI

The Most Preferred Home Loan provider SBI Bank offers a Home Loan with
Attractive Interest Rates with Latest Schemes and Benefits. SBI also provides a
Housing loan with different schemes. Schemes Are:

1. SBI Easy Home Loan

2. SBI Advantage Home Loan
3. SBI Housing Finance Scheme
4. SBI Happy Home Loans
5. SBI Life Style Loan
6. SBI Green Home Loan
7. SBI Home Plus
8. SBI Home Line
9. SBI MY HOME CAMPAIGN

Page | 31
 SWOT ANALYSIS OF HOUSING FINANCE INDUSTRY

 STRENGTHS: -

1) The industry has been witnessing very fast growth rate, which is 6% growth in
the first
2) Quarter of 2002-2003 as against 3-5% growth recorded in the first quarter of
2001-2002
3) The market faces a high demand curve, thoroughly mismatched by a low
supply curve
4) Investment is based in assets that are securities & those that have historically
appreciate rapidly.
5) Tax benefit & other facilities provided on loan repayments.

 WEEKNESSES: -

1) The foreclosure rules of court of law such as provision regarding the

ownership of not more than one house (in Delhi) binds the industry.
2) The healthy of an HFC depend upon its ability to mob up low cost funds.
3) AN HFC is unable to tap the rural market due to lack of proper retrieval
procedures so whilst
4) The rural market offers a higher rate of return; it has a higher risk & default
rate.
5) Many legal impendent exist, deferring purchase of certain types of property
beyond a
6) Certain extent thereby negatively impacting weak mortgage laws, resulting in
an increase in risk compo ending

Page | 32
  OPPORTUNITIES

1) The housing industry faces a severe shortage of houses. The total demand for
houses is Expected to touch around 19.40 million units by the year 2003 of
these 12.8 million
2) Dwelling units (65-98%) would be in rural areas & 6.6 million dwelling units
(34.02%) in urban areas.
3) While the loan facility is backed by the security of property this sector
represents a low margin But on the low margin but on the same line low risk
segment. The address this
4) Market the ones lies on the HFCS to device bold & innovative alternatives
like mortgage Based securities use of method such as door to door collection
of installments assessing the Creditworthiness of the prospective client and
providing for group securities.
5) The roles of NHB in refinancing & providing regulation of housing finance
system.
6) The government’s initiatives to promote the sector & its contribution in
uplifting the sector.

 THREATS
The industry faces increased competition as more & more foreign backs &
Housing Finance Companies are providing loan facility.

Page | 33
 SWOT ANALYSIS OF HDFC HOME FINANACE

 STRENGTH

1) Save substantial interest.

2) Prepay whenever the customer.
3) Reduce their loan outstanding.
4) Access the surplus finds anytime.
5) Use surplus funds to invest when the right opportunities arises.

 WEAKNESS

Product is very good but it is mainly suitable for higher income group & is not
suitable for the Middle-income group

 OPPORTUNITIES

There is ample scope for financing flats & apartments for the salaried class in the
higher income Group.

 THREATS

1) Nationalized banks like SBI, Union Bank, PNB.

2) Private Banks likes HDFC & standard chartered & Citi Bank with its home credit
scheme.

Page | 34
 COMPARITIVE STATEMENT OF HOME LOAN

PARTICULARS HDFC ICICI PNB SBI

ROI(FIXED) 14% 1-5Yrs. -16% Up to 5yrs- Year 1 - 8%

5-10Yrs.-16% 9.25% (up to 20 Year 2 & 3 -
10-15Yrs.- lakh) 9%
16% &
15-20Yrs- 10% (above 20
13.75% lakh)

5 to 10yrs-10%
(up to 20 lakh)
&
10.25% (above
20 lakh )

10 to 20 yrs-
10.50% (up to 20
lakh)
&
10.75% (above
20 lakh)
ROI(FLOATING) Up to 30lakh- 1 - 5 Yrs.- 16 Up to 5yrs- Year 4
8.75% % 8.75% (up to 20 onwards -
30 lakh- 5 - 10 Yrs.- lakh)
50lakh-9% 11.25 % & up to 50 lakh-
Above50lakh- 10 - 15 Yrs.- 9.50% (above 20 9.25%
9.25% 16 % lakh)
15 - 20 Yrs- over 50 lakhs-

Page | 35
 16 % 5 to10yrs-9% 9.75%
(up to 20 lakh)
&
9.50%(above 20
lakh )

10 to20yrs-
9.25% (up to 20
lakh)
&
9.75% (above 20
lakh)

PROCESSING FEE 0.5% 0.5% 0.5% 0.5%

PENALTY 2% 2% 2% 2%
TENURE 25 years 15 years 20 years 25 years
MINIMUM AGE 21 25 25 25
MAXIMUM AGE 60 55 55 55

Page | 36
PART II

Page | 37
 OBJECTIVE OF THE STUDY:

 To study the aspects customer take into account while applying for home
loans.
 To study the tariff charge changes by other banks in comparison to HDFC
bank.
 To study where HDFC lacks in loans and how far the performance of other
banks is better than HDFC.

IMPORTANCE OF STUDY:

 The study is to help HDFC to know where it lack in loans, performance and

other facilities as compare to other banks and figure out the problem faced by

the customer while transacting.

 Comparison of loan schemes with four banks HDFC, ICICI, SBI and PNB.

 To reduce the documentation while opening A/c or while loan disbursement.

Page | 38
 RESEARCH MYTHODOLOGY

Research methodology is an important part of every project. Because it helps in

knowing how to select the representative sample from the world or the general
population, the right research tools and techniques to complete the research.
The study of the consumer behavior is important because he is the king. The research
process is based upon survey method, so in order we go to service provider and
services user which is the customers.
The research involves the following steps:

 Define the problem and research objective: The problem and objective is to
assess the services offered by the various service providers and what the
customer wants.
 Developing the research plan: The second stage of the research
methodology is to develop a research plan. The research plan designed to take
the decision on the data sources, research approaches, research instruments,
sampling plan and contact methods.
 Survey research: It was a descriptive research.
 Research instrument: The use of an effective research instrument is very
important because through this instrument I collected data in this project
through observations and personal interviews were conducted.
 Personal interview: As I was doing the survey i interacted with many
customers and asked about their views in selecting a service and what are their
wants and expectations from a service provider.
 Sampling plan: After finalizing the research approach and instruments a
sampling must be designed.
 Sampling unit: Different Proffessional, Charted Accountants, Tax
consultants, Lawyer, Business man, Professionals And Housewives.
 Sampling Technique: Random sampling.
 Research Instrument: Structured Questionnare.
 Contact Method: Personal Interview.
 Sampling size: My sample size for this Project was 200 respondents. Since it
was impossible to cover the whole universe in the available period time.

Page | 39
 Sampling procedure: what process should be used to collect the sample. So,
representation sample, convenience sampling is used.
 Collect the information: After completing all the steps, the data is collected
from different sources.
 Analyze the information: After the data is collected it is analyzed to know
the findings. The data is then tabulated to develop the frequency distribution.
 Present the findings: As the last step, the findings are presented that are
relevant to the major marketing decisions.

Page | 40
 DATA ANALYSIS AND INTERPRETATION

HDFC V/s ICICI RATE OF INTEREST LAST 5 YEARS

(FLOATING)

NO OF HDFC (RATE ICICI (RATE SBI (RATE OF PNB (RATE

YEARS(LAST 5 OF OF INTEREST) OF
YEARS) INTEREST) INTEREST) INTEREST)

2009-2010 10.75% 16.1% 9.79% 11.15%

2010-2011 10.85% 15.25% 9.89% 11.85%

2011-2012 11.00% 14.85% 9.95% 12.20%

2012-2013 12.05% 13.85% 9.95% 12.50%

2013-2014 12.20% 12.75 % 9.98% 12.75%

X AXIS- NO OF YEARS
Y AXIS – RATE OF INTEREST (%)

Page | 41
 18

16

14

12

10
HDFC
8
ICICI
SBI
6
PNB
4

0
2011-2012
2012-2013
2013-2014
2014-2015
2015-2016

X axis – Years
Y axis – Rate of interest.

Page | 42
INTERPRETATION: -
 In this Y axis is the rate of interest and X axis is the number of years, as in this
red is the HDFC bank and ICICI.
 In this graph HDFC and ICICI bank has been compared with the floating rate
of interest of home loan
 In last 5 years the rate of interest of both banks are fluctuating and thus result
increase and decrease in rate of interest
 In the year 2011 the HDFC bank had 10.75 % of rate of interest, whereas
ICICI was 16.1% , in 2015-2016 HDFC were 12.20 % and ICICI were 12.75%
Because of increasing rate of interest also HDFC attracts the customer by
0.55 %
 This results the rate of interest of HDFC is 0.55 % lower than ICICI bank.
 In last 5 years the rate of interest of both banks are fluctuating and thus result
increase and decrease in rate of interest
 In the year 2011, the rate of interest of SBI was 9.79 % and HDFC was 10.75
% whereas in the year 2015 -2016 as the rate of interest increase constantly the
SBI manage to keep the rate of interest under 10.00% this result many of
middle class and lower class people were attracted to SBI.
 Whereas HDFC were constantly increasing and at the end of 2015 the rate of
interest was 0.22 % that is 12.20 % interest and lose many of customers
 In last 5 years the rate of interest of both banks are fluctuating and thus result
increase and decrease in rate of interest
 In the year 2011, the rate of interest of PNB was 11.15 % and HDFC was
10.75 % whereas in the year 2015 -2016 as the rate of interest increase
constantly HDFC bank was 12.20% and PNB 12.75 %
 This results in that HDFC try to manages to keep their old customer in their
hand and attracted their new customer by giving 0.55 % less interest with their
rival banks

Page | 43
 HDFC V/s ICICI V/s SBI V/s PNB HOME LOAN AGE LIMIT

BANKS 21-26 35-45 45-60

HDFC 10% 15% 25%

ICICI 5% 40% 5%

SBI 30% 18% 2%

PNB 25% 15% 5%

40%

35%

30%

25%
21-26
20% 35-45
45-60
15%

10%

5%

0%
HDFC ICICI SBI PNB

X AXIS – BANKS
Y AXIS- PERCENTAGE

Page | 44
INTERPRETATION: -

 In the above graph, the rate of interest of two banks have been compared,
As Y axis indicates percentage and X axis indicates banks.
 In the above graph all for banks give loan to a certain age limit where all four
banks have different age limit. :-
 At the age of 21-26 HDFC had given loan 10%, ICICI 5% whereas SBI and
PNB have 30% and 25% respectively, In this age the SBI considers the most
because of their 20 years of loan tenure.
 At the age of 35-45, HDFC had given 15%, ICICI 40%, whereas SBI and PNB
have 18% and 15% respectively, In this ICICI considers the most because
while sanctioning the loan the sanctionee should be capable of paying the loan
 At the age of 45-60, HDFC had given 25%, ICICI 5% whereas SBI 2% and
PNB 5% respectively, in this HDFC considers the most because at this age no
other comparative bank gives loan.

Page | 45
 HDFC V/s ICICI V/s SBI V/s PNB TENURE OF LOAN

BANKS HDFC ICICI SBI PNB

TENURE 25 15 20 25

TENSURE

25

20

15
TENSURE
10

0
HDFC ICICI SBI PNB

X AXIS – BANKS
Y- AXIS – NO OF YEARS

Page | 46
INTERPRETATION: -

 In the above graph, the rate of interest of two banks have been compared,
As Y axis indicates No of years and X axis indicates banks.
 In above graph the banks are been compared by the duration of repaying the
loan.
 In this HDFC and PNB have maximum tenure of 25 years whereas SBI and
ICICI have 15 and 20 years respectively.
 The advantage of having long tenure is the monthly installment might be less
than shot tenure but, the rate of interest will 1.50% more than normal rate of
interest.

Page | 47
 HDFC V/s ICICI V/s SBI V/s PNB NO. OF DAYS FOR DISBURSEMENT

(LOAN UPTO 50 LAKHS)

BANKS HDFC ICICI SBI PNB

NO OF DAYS FOR 20 30 45 25
DISBURSEMENT(LOAN
UPTO 50 LAKHS)

No of day for disbursement(loan upto 50

lakhs)

45
40
35
30
No of day for
25
disbursement(loan upto 50
20 lakhs)
15
10
5
0
HDFC ICICI SBI PNB

X AXIS- BANKS
Y AXIS – NO OF DAYS

Page | 48
INTERPRETATION: -

 In the above graph, the rate of interest of two banks have been compared,
As Y axis indicates No of Days and X axis indicates banks.
 In the above graph explain us about the number of days taken for
disbursement of the loan.
 As in above table HDFC takes 20 days, ICICI 30 days, SBI 45 Days whereas
PNB 25 days
 As a result, due to less documentation and loan sanction in 5 mins for home
loan the HFDC is the only bank who takes less days for disbursement of loan
as compared to other four banks.

Page | 49
HDFC V/s ICICI V/s SBI V/s PNB CUSTOMERS FROM DIFFERENT
LEVEL(CLASS)

BANK LOWER MIDDLE HIGHER

S CLASS(CUSTOMER CLASS(CUSTOMER CLASS(CUSTOMER
S) S) S)
HDFC 1% 19% 30%
ICICI 5% 25% 20%
SBI 30% 15% 5%
PNB 15% 25% 10%

30%

25%

20%
Lower class
15% middle class
Higher class
10%

5%

0%
HDFC ICICI SBI PNB

X AXIS- BANKS
Y AXIS – PERCENTAGE OF LOWER, MIDDLE & HIGHER LEVEL

Page | 50
INTERPRETATION: -

 In the above graph, the rate of interest of two banks have been compared,
As Y axis indicates percentage and X axis indicates banks.
 As in the above graph it explains that the percent of customer that are attracted
towards these banks
 As the customer attracts towards the banks because of their rate of interest, in
this case SBI had done a good job where they manage to attract 30% out of
50% in lower level but in case other banks they do not because of their high
rate of interest.
 In case of higher level of customer the people do get attracted, as they have
high interest in home loan in other hand their FD rate are higher too.

Page | 51
HDFC V/s ICICI V/s SBI V/s PNB DEFAULTERS AND REGULAR PAYEE

BANKS DEFAULTERS REGULAR PAYEE

HDFC 15% 35%
ICICI 25% 25%
SBI 5% 45%
PNB 16% 34%

45%

40%

35%

30%

25% Defaulter

20% Regular Payee

15%

10%

5%

0%
HDFC ICICI SBI PNB

X AXIS- BANKS
Y AXIS – PERCENATGE OF PAYEE AND DEFAULTERS

Page | 52
INTERPRETATION: -

 In the above graph, the rate of interest of two banks have been compared,
As Y axis indicates percentage and X axis indicates banks.
 As in the above graph it explains the percentage of defaulter and regular
payee.
 The defaulter takes place when the person Is not able to pay the regular EMI’s
in that case ICICI have the most of 25 % because of high rate of interest
 Whereas the regular payee are those who pay the EMI’s regularly in that case
SBI are at 5% because of low interest and long tenure.

Page | 53
PERCEPTION OF SERVICE AND PRODUCT INTRODUCED BY HDFC V/s
ICICI V/s PNB V/s SBI

HDFC ICICI SBI PNB

LUCRATIVE 80% 70% 80% 65%

NOT 10% 15% 15% 20%

LUCRATIVE

NO IDEA 5% 15% 15% 15%

90%

80%

70%

60%
HDFC
50% ICICI

40% SBI
PNB
30%

20%

10%

0%
LUCRATIVE NOT LUCRATIVE NO IDEA

X AXIS – PERCEPTION
Y AXIS – PERCENTAGE

Page | 54
INTERPRETATION: -

 In the above graph, the rate of interest of two banks have been compared,
as Y axis indicates percentage and X axis perception.
 HDFC and SBI have 80 % and ICICI 70%, PNB 65% are lucrative.
 ICICI and SBI have 15% and HDFC 10 PNB 20 % not lucrative.
 SBI, ICICI and PNB are 15% whereas HDFC 5%of no idea.

Page | 55
 THINGS THAT ATTRACTED CUSTOMERS TO HDFC

70%

60%

50%

40%
PERCENTAGE
30%

20%

10%

0%
IMAGE SERVICE PRODUCT

IMAGE SERVICE PRODUCT

PERCENTAGE 65% 25% 10%

INTERPRETATION: -
 In the above graph x axis is image, service and product and on Y axis
percentage.
 In which people are attracted to image as its have a competitive image in the
market whereas service and the new products or the existing product are 25 %
and 10%
 In this graph they come out with a firm percentage where they are strong to be
in this competitive market.

Page | 56
 PRODUCT USED BY CUSTOMER

NAME HDFC(%)
SAVING A/C 9%
FIXED DEPOSIT A/C 30%
CURRENT A/C 5%
DEMAT A/C 14%
LOAN 25%
INSURANCE 10%
MUTAUL FUNDS 5%

X AXIS – PRODUCT OF HDFC

Y AXIS - PERCENTAGE

HDFC
25%

20%

15%

10%
HDFC
5%

0%

Page | 57
INTERPRETATION: -
 In the above graph x axis is accounts HDFC have and Y axis indicates
percentage
 In this people are most attracted towards the high rated fixed deposit and low
rate home loan interest.
 Whereas in this fixed deposit is the most of 30% and loan is 25%
 Saving, mutual fund and insurance are 9%,5% 10%.

Page | 58
 BEST SERVICE OF HDFC BANK

SERVICE HDFC
FIXED DEPOSITE 45%
CURRENT A/C 15%
DEMAT A/C 15%
INSURANCE 12%
LOANS 13%

HDFC

45%
40%
35%
30%
25%
20% HDFC
15%
10%
5%
0%
FIXED CURRENT A/C DEMAT A/C INSURANCE LOANS
DEPOSITE
A/C

X AXIS – SERVICE OF HDFC

Y AXIS - PERCENTAGE

INTERPRETATION: -
 In this graph X axis is types of service and Y axis percentage
 Fixed deposit is 45%, Current A/c is 15 %,
 Whereas Demat insurance and loans are 15%,15%,12%,13% respectively.

Page | 59
 BEST EXTRA SERVICE OF HDFC BANK

SERVICE HDFC (%)

ATM 45%
NET BANKING 30%
PHONE BANKING 25%
BILL PAYMENT 20%
MOBILE BANKING 10%

HDFC

45%
40%
35%
30%
25%
20% HDFC
15%
10%
5%
0%
ATM NET PHONE BILL MOBILE
BANKING BANKING PAYMENT BANKING

X AXIS – EXTRA SERVICE BY HDFC

Y AXIS - PERCENTAGE

INTERPRETATION: -
 In above graph X axis is extra service provided by bank and Y axis percentage
 The above graph explain us that what customer use the most and find it safe
for transaction.
 In this ATM, NET-BANKING, PHONE BANKING are used most with
45%,30%,25% respectively
 BILL payment and mobile banking is 20 and 10 %

Page | 60
 RELATIONSHIP PERCENTAGE OF HDFC BANK

HDFC

90%
80%
70%
60%
50% HDFC
40%
30%
20%
10%
0%
GOOD AVERAGE POOR

RATING HDFC
GOOD 81%
AVERAGE 15%
POOR 4%

INTERPRETATION
 In the above graph x axis is the rating and y axis is percentage.
 As this graph explain us the relationship status of bank with customers.
 In which good is 81%, average is 15% and poor is 4 %.

Page | 61
 AWARENESS OF NEW PRODUCTS AND SERVICE

RATING HDFC
YES 85%
NO 15%

HDFC

90%
80%
70%
60%
50% HDFC
40%
30%
20%
10%
0%
YES NO

INTERPRETATION: -
 In this above graph on x axis is rating and y axis is percentage
 This graph explains us that the customer of HDFC are aware or not
 In this yes is 85% and no is 15%

Page | 62
 SATISFIED WITH THE DEALING OF BANK

HDFC

80%
70%
60%
50%
HDFC
40%
30%
20%
10%
0%
YES NO TO SOME EXTEND

RATING HDFC
YES 75%
NO 10%
TO SOME EXTEND 15%

INTERPRETATION: -
 In the above graph x axis is rating and y axis percentage.
 In this it explain us about dealing with the bank
 In which yes is 75 % and no is 10%.
 To some extend is 15%

Page | 63
 CONCLUSION

 The Indian customer has come a long way from purchasing to fulfilling their
needs from buying a house customers now grab everything that comes their
way but they do their own survey of optimum loans; same is the case with
banks & housing loans

 With innumerable choices before him, the customer is needed then king.

 It is therefore imperative that if the bank has to succeed in competitive world,

it should be technological starry.

 Customer centric progressive driven by highest standard of cooperative

governance & guided by sound ethical values & above all should have
personalized customer services.

 There is scope of exploiting the vast middle income group by releasing loans
with special interest rate, which would be beneficial to both parties

Page | 64
 RECOMMENDATION

The following suggestions are strongly recommended:

 To broaden the customer base the vast, middle income strata should be fully
exploited.
 Simplify the procedure, reduce service charges & demand only the basic
essential proof.
 Most banks are reluctant to advance loan to the service class. E.g. lawyers,
police officers etc. this aspect must be exploited.
 Adoption of flexible & more lenient penalty should the Customer fails to
deposit the payment on time.
 The penalty should be case to case basis rather than the same for the entire
customer base.
 Restriction to be reduced to bare minimum for loan advances & for
repayment. For e.g. offers Long term repayment facilities & have no age
restriction to choosing repayment. The maximum age for repayment could be
increase to 65-70 years of age. Such facility will grow fast retail segment of
the bank.
 Offer multiple repayment loans services. Class to be exploited by offering
special reduced
 Rates & linking the repayment from the source where the pay cheque to the
employee is issued. This need to undergo special contract with government
organization to ensure implementation

Page | 65
 BIBLOGRAPHY

MAGAZINE: -
Banking Finance, Editor R.G Agarwal and Associates march 2013.

NEWSPAPER: -
Business standard.
Economic Times.

WEBSITES: -
www.hdfc.com
www.hdfcbank.com
www.personalfn.com
www.PNB.com
www.SBI.com
www.ICICI.com
Search engine- www.google.com

Page | 66
 ANNEXURE

QUESTIONNARE

Name: ………………………………………………………………………..

Address: ……………………………………………………………………..

Contact No : - ………………( O)……………… (M)………………………

City: ………...............

Pin: ………………….

State: ……………………….

(1) For how long you have been a part of HDFC?

• Less than 6 Months
• Less than 2 years
• Less than 1 year
• More than 2 years

(2) What are the reasons that attract you to be a customer of HDFC
Bank?
• Its image
• Its service
• Product
• All the above

(3) Are you aware of the different service offered by the HDFC Bank?
• Yes
• No

Page | 67
(4) Loan tenure you preffered in HDFC?
• 5
• 10
• 15
• 20

(5) Your age Sir/Madam ?

• 21-31
• 32-42
• 43-52
• 52-60

(6) Which of these products are you using?

• Savings A/c
• Fixed Deposit A/c
• Current A/c
• Demats A/c
• Credit Card
• Insurance
• Mutal funds
• Loans

(7) Do you find HDFC as a fast home loan disbursement Bank

• Yes
• No
• Don’t know

Page | 68
(8) Which service of the bank would the rate the best?
• Fixed Deposit A/c
• Current A/c
• Demat A/c
• Credit Card
• Insurance
• Mutal funds
• Loans

(9) Do you know about the extra service provided by the bank?
• Yes
• No

(10)Which of the following extra services of the bank would you like to go for it?
• ATM
• Net Banking
• Phone banking
• Bill Payment
• Mobile Banking
• None of the above
• All of these

(11)What are the perception regarding the service of the bank?

• Good
• Average
• Poor

(12) Are you satisfied with the dealing of the bank official?
• Yes
• No
• To some extend

Page | 69
(13) Any problem you are facing regarding with the bank?
• Timeless
• Customer relationship
• Others
• Rate of interest

(14) How likely are you to recommend bank services to friends?

• Very likely
• Some what likely
• Neither likely nor likely
• Very likely

(15) How will you rate HDFC Bank in Maintaining good relationship with
customers?
• Good
• Average
• Poor

Page | 70