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A PROJECT REPORT
ON
SEGMENTATION AND SELLING OF SAVING ACCOUNT FOR HDFC BANK LTD
CARRIED OUT AT
BY
ANANT PRASAD PANDA
IN PARTIAL FULFILLMENT OF
POST GRADUATE DIPLOMA IN MANAGEMENT
(20102012)
NAME OF THE PROJECT GUIDE:
From college- prof. Radhika singh
From company- Mr. Raghwendra Singh Rana
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ACKNOWLEDGEMENT
The summer training in HDFC Bank has been a truly remarkable experience. The
experience gained during 8 weeks of training period have been quite enriching andthe intensive exposure to market environment would prove beneficial in the long
run as well as in the outlet of planning, building and shaping my career in future.
It gives me immense pleasure in acknowledging the valuable guidance extended to
me by various person of HDFC in successful completion of this project
I sincerely thank Mr. Raghwendra Singh Rana Sales Manager of Aundh Branch
for their kind cooperation for completing this project. I am very thankful to
Professor Kadambani kumari, my internal project guide for having equipped mewith the skills which contributed a great deal in the successful completion of the
project.
At last, but not the least, I would like to thank the customers to cooperate with me
in giving me through and valuable information for the project.
ANANT PRASAD PANDA
ISBS PUNE,
(2010-2012)
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EXECUTIVE SUMMARY
The project was carried out for Segmenting the market for saving
Accoun t o f HD FC B ank . HDFC Bank was established in the year
1994, they are old player in banking sector, 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- Retail banking. The
product out of which have chosen for research is Saving Accounts. This
research helps us in finding out type of customer who r using HDFC saving
account. This also helps us in finding out customers view regarding theproduct and Services offered by the HDFC bankand also identifying the
market potential of the product offered by the HDFC bank.
Banks are essentially known for transferring financial resources from net
savers to net borrowers .the banking sectors plays a dominant role in the
complex financial system of a country by accepting deposits from the public
and using them to make credit available to households ,government
,businesses and others .
Propelled by a steady growth in all sectors and fuelled by a buoyant economy,
the consumers and corporate spending power in India its zooming its way,
and this very power is enabling the banking industries in many cities to shine
and smile too.
Communication is the truest form of expression .communication transcends
all class, social cultural, economical and geo-political barriers
.communication is a key approach in building relation.
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If one is asked to describe todays business scenario in one sentence, then the
only sentence that seems to be perfect is CONSUMER IS KING that is held
true even today at HDFC bank.
Studies made on individual reveals that the person have an ideal image of the
product they are going to use .The product hence that is designed is known as
ideal status symbol and relationship is established when the product provides
customer satisfaction ,this is known as individual relationship.
The topic plays an information role in providing knowledge about different
people, their needs and their status .It also gives a brief knowledge how a
bank works is there to establish a relation with the individual.
Thus ,the information was collected in the form of assessment forms and
questionnaire which was later on assessed i.e. a comparison was made done is
needed to develop the product on provide after sale service on behalf of
HDFC Bank to its end customers in various parts of the country.
The topic is thus important in many ways as-:
I had an opportunity to work on live project rather than a mock project thus; it
was great learning experience while working on this project, my findings
would be quite helpful for the organization in formulating future course of
action.
Finally, the end customer is going to get the benefits from the project , it is
because they can get prompts service after proper suggestion and remedial.
Thus, companys quality policy of MAINTAINING RELATIONSHIP is
also fulfilled with this project.
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RESEARCH OBJECTIVES:
(a) segmenting the market on the demographic baseis
(b) Finding the market for saving account of HDFC Bank
(b) Measuring the effectiveness of the bank product, services and facility in
terms of its customer satisfaction.
(c) To know different behavior of customer who are using services of
HDFC bank
Research Methodology -:
It is a systematized effort to gain new Knowledge. The main researched is to
disclose answers to question through the application scientific procedure.
Type of Research-: In this project descriptive researched methodology has beenused.
Primary data source: The people from different profession such as C.A, Doctors,
and Busineesman were personally visited and interviewed. They were the
main source of Primary data. The method of collection of primary data was
direct personal interview through a structured questionnaire.
Secondary Data S o urc e :
It was collected from internal sources. The secondary data was collected on the
basis of organizational file, official, records, news papers, magazines,
management books, preserved information in the companys database and website
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of the company.
Sample design-
Sample unit- Different professionals, Chartered Accountants, Tax Consultants,
Lawyers, Business Man and House Wives of Aundh , Baner , Sush Road, Pimple
Saudgar and Bawdhan area .
Sample frame - Customers which are using retail banking (S.A) of HDFC bank
as wel as who are planning to switch to HDFC Bank.
Sample size-450
Sample Method: Random Sampling.
SAMPLE SIZE:
My sample size for this project was 450 respondents. Since it was not possible
to cover the whole universe in the available time period, it was necessaryfor me to take a sample size of 450 respondents.
RESEARCH LIMITATIONS:
It was not possible to understand thoroughly about the different marketing
aspects of the Financial Consultant within 60 days. All the work was limited
in some limited areas of Pune so the findings should not be generalized.
The area of research was Pune and it was too vast an area to cover within 45
days. All the findings and conclusions obtained are based on the survey done
in the working area within the time limit. I tried to select the sample
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representative of the whole group during my job training. I have collected
data from people linked with different profession at PUNE.
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INDUSTRY OVERVIEW
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HISTORY OF BANKING IN INDIA
The first bank in India, though conservative, was established in 1786. From
1786 till today, for centuries, bank has played an important role in the financial
system of any economy. That vital role continues even today although the formsof banking have changed with the changing needs of the economies. Banking in
its crude form is an age-old phenomenon and its invention preceded that of
coinage. As new and more sophisticated instruments of currency evolved, so did
banking. It evolved as business expanded and barter system gave way to money,
which needed safe deposited. In its simple from, it originated from temple and
royal palaces around 1000 B.C in Babylon, as the strongest faith of people was in
the places of worship and royal houses as safe places for keeping money and
valuables. The practice of depositing personal valuables at these places, whichwere also functioning as treasuries against a receipt, was perhaps the earliest
form of banking. When coins made of precious
metal like gold and silver emerged as commonly accepted form of wealth.
Lending activity at an interest began. Goldsmiths were the initial banker and their
receipts for money received-grunted payments or goldsmith receipts were the
earliest fans of bank instruments. Revilpout, a French writer mentions about
banks and bank notes in Babylon in 600. The journey of Indian Banking System
can be segregated into three distinct phases. They are as mention below: Early
phase from 1786 to 1969 of Indian Banks Nationalization of Indian banks and up
to 1991 prior to Indian Financial & Banking sector Reforms after 1991.
PHASE I
The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Bank. The East India Company established Bank of
Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) As
independent units and called it presidency Banks. These three banks were
amalgamated in 1920 and Imperial Bank of India was established which started
as private shareholders banks, mostly Europeans shareholders. Reserve Bank of
India came in 1935. Reserve Bank of India was vested with Extensive powers for
the supervision in India as the central banking.
PHASE II
Government took major steps in this Indian Banking Sector Reform after
independence. In 1955, it nationalizes Imperial Bank of India with extensive
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banking facilities on a large scale especially in rural and semi- urban area. It
formed State Bank of act as the principal agent of RBI and handle banking
transactions Of the Union and State governments all over the country. The
following are steps taken by Government of the India to regulate Banking
institutions in the country:1949: Enactment of banking regulation Act.
1955: Nationalization of State Bank of India.
1959: Nationalization of SBI subsidiaries.
1969: Nationalization of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.
1980: Nationalization of seven banks with deposits over 200 Crore.
PHASE III
This phase has introduced many more products and facilities in the banking
sector in its Reforms measure. In 1991, under the chairmanship of M
Narasimham, a committee was set up by his name which worked for the
liberalizations of banking practices. The country is flooded with foreign banks
and their ATM stations Efforts are being put to give a satisfactory service to
customers. Phone banking and net banking is introduced. The entire system
became more convenient and swift. Time is given more importance than money.
INDUSTRY BACKGROUND:
THE Indian Banking sector consists of public sectors, private sectors and foreign
banks apart from smaller regional cooperative banks .public sectors banks
dominate the banking sector in terms of market share but are hindered by legacy
factors as well as services and quality issues .private banks is constrained by the
size factors as they are basically NICHE players .foreign banks have limited
branch networks and capital commitment.
HDFC bank is a part of HDFC group limited HDFC registered office is located
at senpati Bapat Marg ,lower parel ,Mumbai .HDFC bank started its operation in
the year 1994,there is a saying opportunity knocks the door only once .to work
with MNC is anybody s dreams come true.
HDFC bank today is one of the leading banks in the private sectors .the branch
offers services such as 24 hours banking through ATMs ,internet banking ,phone
banking ,mobile banking ,etc .it uses technology as a vehicle to open up new
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frontiers of internet banking , thus making its operation location independent ,it
uses all the modernized computerized system and equipment and thus cater to
most part of the country.
The bank is one of them ,which had grown at rapid pace and had scales newheight and leadership position in terms of clients ,products, talents reach and
capital all vital ingredients for continuous growth and profitability.
The bank was selected as the best bank in India by the business world
magazines for 4th consecutive year ,Forbes magazines named the bank :best
listed bank in India at the assets magazines AAA country awards .today the
bank starts at fare front of the Indian financial sector by compilersthe best retail
, corporate and treasury product with sound risk ,human recourse and state of the
art technology support HDFC bank has more than 1725 branches in more than780 cities and over more than 50 ATMs across the country. And so thus it caters
to most of the parts of the country .the bank uses advance software and system to
provide services like any where banking and ATM connectivity .it also offers
international banking services of which some of them are connected to swift
network.
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COMPANY PROFILE
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Origin of the Organization:-
Housing Development Finance Corporation Limited, more popularly known as
HDFC Bank Ltd, was established in the year 1994, As a part of the liberalizationof 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. TheTreasury 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 on30th 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 was received on10th 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 West minister Bank Pc. and its subsidiaries (Nat west
Group) for subscribing 20% of the banks issued capital and providing technical
assistance in relation to the banks proposed banking business.
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Organizational structure
Each team lead has a team comprising only of both senior as well as junior
market research analyst who aid the team lead in the entire market researchprocess as it has been discussed previously. This is the basic organizational
structure followed by HDFC BANK.
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Operations
Treasury Corporatebanking Retailbanking
Savings Current Salary
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Product and service profile
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Product and service profile of the organization:-
PREMIUM SAVING ACCOUNT
HDFC Premium Banking is especially for high net
income people i.e. anybody earning more than 10 lakhs annually .it is anextension of saving account.
Premium Banking is divided into three major categories.
HDFC Bank Imperia Banking -:
HDFC Bank Imperia Premium Banking programme is designed for the
royalty of today - you. It seeks to enhance the exclusivity that you are
accustomed to and pampers you with services that others can only dream
about.
Be it a dedicated Client Relationship Manager, customized investmentadvisory or exclusive privileges, Imperia takes care of every little detail to
ensure a banking experience like no other.
HDFC Bank Preferred Banking-:
HDFC bank preferred banking is an exclusive banking. Where customers
will never again have to wait to be served. With HDFC Bank Preferred
Programme, customer comfort always comes first.
Ideal for seasoned professionals or businessmen, this programme will provide
customers with a banker dedicated to take care of all your banking and
investment needs. It also means you get preferential rates on various banking
products and other exclusive benefits.
HDFC Bank Classic Banking -:
HDFC Bank Classic Banking experience banking beyond the ordinary,.
Becoming an HDFC Bank Classic customer entitles customers to a host of
benefits, including a bouquet of preferentially priced products and
specialized Investment solutions.
To ensure that customers make of all these offering , customers are
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assigned a PERSONAL BANKER who will be the one point contact for
all their banking needs
SIMPLE SAVING ACCOUNTS-:
Banking should be effortless. With HDFC Bank, the efforts are rewarding. No
matter what a customer's need and occupational status,
Whether you're employed in a company and need a simple Savings account or
run your own business and require a robust banking partner, HDFC Bank not
only has the perfect solution for the customer, but also can recommend products
that can augment planning for the future.
SAVING MAX-:
Savings Max account, loaded with maximum benefits to make customers
banking experience a pleasure. By maintaining an average quarterly balance of
just Rs. 25,000/-.
Features & Benefits-
FREE GOLD DEBIT CARD
Free Payable-at-Par (PAP) chequebook, without any usage charges up to a limit
of Rs. 2 lac per month.
Self/Third Party Cash Deposit/Withdrawal at non-home branches, up to Rs
50,000/- per day free.
Free Net Banking, Phone Banking & Mobile Banking.
Optional "Money Maximizer"
Insurance benefits up to 1 lac per annum.
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SAVING REGULAR ACCOUNT-:
An easy-to-operate savings account that allows you to issue cheques, draw
Demand Drafts and withdraw cash. Check up on your balances from the comfort
of your home or office through Net Banking, Phone Banking and Mobile
Banking. . By maintaining an average quarterly balance of just Rs. 10,000/-
.Need money urgently? Withdraw cash from any of the 4,393 ATM centers
spread across the country.
Features & Benefits
Wide network of branches and over thousand ATMs to meet all your banking
needs no matter where you are located.
Bank conveniently with facilities like Net Banking and Mobile Banking- check
your account balance, pay utility bills or stop cheque payment, through SMS.
Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility
on your account.
Free Payable-at-Par chequebook, without any usage charges up to a limit ofRs.50,000/- per month.
Free Insta Alerts for all account holders for lifetime of the account..
Free Passbook facility available at home branch for account holders
(individuals).
Kids Advantages account -:
Children these days are way ahead of their times. Make sure your
investments don't fall short. Now through HDFC Bank's Kid's Advantage
Account you can ensure your child's secured future and fulfill all his dreams in
time. The Kid's Advantage Account presents you a great way to accumulate
savings for your child and provide him the head-start required to succeed in life.
It's an account which grows with your child to meet his future monetary
requirements.
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Features & Benefits
Free Education Insurance cover of Rs. 1,00,000/-
ATM/International Debit Card will be issued for children between 7-18 years of
age in the child's name with parents permission.
Free cash withdrawals on any other Bank's ATM.
1 free personalized cheque book for your child.
Free Net Banking for you to monitor your child's account.Free SMS/Email alerts informing you about the account transactions.
Once the balance in the Kid's Advantage Account reaches/exceeds Rs. 35,000/-,
the amount in excess of Rs. 25,000/- will automatically be transferred into a
Fixed Deposit for 1 year 1 day, in your child's name, by signing in for our sweep-
out facility
SENIOR CITIZENS ACCOUNT-:
HDFC Bank appreciates your needs and Endeavours, which is why, HDFC
BANK present an account especially dedicated to senior citizens, which like a
dutiful child will help you fulfill your needs in the best manner possiblle
Features & Benefits
Shop with pride with your Easy Shop International Debit Card.
Payable-at-Par (PAP) cheque books are issued free.
Avail of free Passbook facility at your account branch.
Avail free SMS alerts to know the transactions in your account.
Get preferential rates on FDs.
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Get Accidental Hospitalization cover of Rs.50,000/- per annum. This is a
reimbursement cover for the first applicant.
Gold Credit Card free.
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RESEARCH METHODOLOGY
All the findings and conclusions obtained are based on the survey done in the
working area within the time limit. I tried to select the sample representative ofthe whole group during my job training. I have collected data from people linked
with different profession at Pune.
4.1 RESEARCH PLAN:
4.1.1. Preliminary Investigation: In which data on the situation surrounding the
problems shall be gathered to arrive at
The correct definition of the problem.
An understanding of its environment.
4.1.2. Exploratory Study: To determine the approximate area where the problem
lies.
4.2 RESEARCH DESIGN:
Research was initiated by examining the secondary data to gain insight into the
problem. By analyzing the secondary data, the study aim is to explore the short
comings of the present system and primary data will help to validate the analysis
of secondary data besides on unrevealing the areas which calls for improvement.
4.2.1 DEVELOPING THE RESEARCH PLAN:The data for this research project has been collected through self Administration.
Due to time limitation and other constraints direct personal interview method is
used. A structured questionnaire was framed as it is less time consuming,
generates specific and to the point information, easier to tabulate and interpret.
Moreover respondents prefer to give direct answers. In questionnaires open
ended and closed ended, both the types of questions has been used.
4.2.2 COLLECTION OF DATA:1: Secondary Data: It was collected from internal sources. The secondary data
was collected on the basis of organizational file, official records, news papers,
magazines, management books, preserved information in the companys database
and website of the company.
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2: Primary data: All the people from different profession were personally visited
and interviewed. They were the main source of Primary data. The method of
collection of primary data was direct personal interview through a structured
questionnaire.
4.3 SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.
Sampling Units: Different professionals Chartered Accountants, Tax
Consultants, Lawyers, Business Man, Professionals and House Wives of Pune.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
4.4 SAMPLE SIZE:
My sample size for this project was 200 respondents. Since it was not possible to
cover the whole universe in the available time period, it was necessary for me to
take a sample size of 200 respondents.
4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of
collection of data will be based on Survey Method and Field Activity. Primary
data collection will base on personal interview. I have prepared the questionnaire
according to the necessity of the data to be collected.
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DATA ANALYSIS
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1. do you have account in HDFC bank
OPTIONS NO. OF RESPONDENTS
(a)YES 150
(b)NO 300
TOTAL 450
INTREPRETRATION
This shows that market penetration of HDFC bank is about 33 %. As the AQB of nationalized
and cooperative bank is very low.
33%
67%
respondant
yes
no
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2. Your Age
OPTIONS Having A/C in HDFC Bank Not Having A/C in HDFC Bank
18-23 Years25 120
24-29 Years35 65
30-35 Years60 40
35 Years and above30 75
TOTAL 150 300
INTREPRETATION
This shows that maximum customer who are having a/c in HDFC bank is of 30 to 35 years of
age. The maximum no. customers who dont have a/c in hdfc bank is of 18-23 years of age
which is the minimum age group for a/c holder in HDFC.
25
35
60
30
120
65
40
75
0
20
40
60
80
100
120
140
18 - 23 24 - 29 30 - 35 35 & above
Having a/c
Not having a/c
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3. Education Qualification.
OPTIONS Having A/C Not having A/C
Undergraduate 18 147
Graduate 58 72
Post graduate 74 81
TOTAL 150 300
INTREPRETATION
This shows that maximum no. of customer who are having a/c is post graduate, while undergraduate
customer is very low in number. Maximum no. of people who dont have a/c in HDFC bank is
undergraduate.
0
20
40
60
80
100
120
140
160
Undergraduate Graduate Post graduate
Having a/c
Not having a/c
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4. Marital Status.
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Married 97 129
Single 53 171
TOTAL 150 300
INTERPRETATION
This shows that maximum customer of HDFC bank is married, while the people who dont having a/c inHDFC bank is single in more number.
0
20
40
60
80
100
120
140
160
180
Maried Single
Having a/c
Not having a/c
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5. Number Ofyears Are You in Pune.
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Less than five years 97 167
More than five years 53 133
TOTAL 150 300
INTERPRETATION
This shows that the maximum no. of customer of HDFC bank is not older than 5 five for pune.
0
20
40
60
80
100
120
140
160
180
Less than 5 years More than 5 years
Having a/c
Not having a/c
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6. What is your Occupation?
OPTIONS Having A/C Not having A/C
Business 63 74
Profession 32 63
Private Service 42 66
Public Service 13 97
TOTAL 150 300
INTREPRETATION
This shows that maximum no. of customer of HDFC is businessman, whil people who works in public
sector having lowest share in a/c holders.
0
10
20
30
40
50
60
70
80
90
100
Business Profession Private Service Public Service
Having a/c
Not having a/c
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7. Your annual household income.
OPTIONS Having A/C Not having A/C
Less than 2 lacks 7 127
Between 2 to 5 lacks 23 83
Between 5 to 8 lacks 51 47
More than 8 lacks 69 43
TOTAL 150 300
INTERPRETETION
This shows that the maximum no. of customer of HDFC bank having annual income of more than 8 lacks,
the people who have annual income of less than 2 lacks cant maintain the AQB of HDFC bank.
As the people who have less than 8 lacks is minimum for not having a/c in HDFC, means HDFC is taping
the higher income class people
0
20
40
60
80
100
120
140
Less than 2
lacks
Between 2 to 5
lacks
Between 5 to 8
lacks
More than 8
lacks
Having a/c
Not having a/c
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8. Are you a member of a club/gymkhana?
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Yes 127 179
No 23 121
TOTAL 150 300
INTERPRETATION
This shows that the people who have a/c in HDFC bank is a member of any club or gymkhana.
While the maximum no of people who dont have a/c in HDFC bank is not a member of any club or
gymkhana
0
20
40
60
80
100
120
140
160
180
200
yes no
Having a/c
Not having a/c
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9. How much do you personally give importance to the business banking relationship?
OPTIONS Having A/C Not having A/C
Highly 77 153
Very Much 33 67
So -So 24 49
Not Much 14 29
No Importance 2 2
TOTAL 150 300
INTERPRETATION
This shows that the customer of HDFC bank give highly importance to banking relationship
0
20
40
60
80
100
120
140
160
Highly Very Much So - So Not much No
Importance
Having a/c
Not having a/c
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10.Do you often want to change your bank?
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Yes 24 72
Rarely 27 63
Depends on Situation 46 67
Never 53 98
TOTAL 150 300
INTREPRETATION
This shows that customer of HDFC bank rarely want to change their bank,
0
10
20
30
40
50
60
70
80
90
100
yes Rarely Depends on
Situation
Never
Having a/c
Not having a/c
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11.Do you want to open an savings account with HDFC Bank?
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Yes - 43
No - 108
Will Tell Later - 149
TOTAL 150 300
INTERPRETATION
This shows that 14% people are ready to open a/c in HDFC bank.
14%
36%
50%
opening a/c with HDFC
Yes
No
Will Tell Later
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12.What is your perception about different products and services offered by HDFC
Bank?
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Lucrative 104 89
Not Lucrative 19 92
No Idea 27 119
TOTAL 150 300
INTERPRETATION
This shows that the customer of HDFC bank is satisfied with product of the bank
0
20
40
60
80
100
120
Lucrative Not Lucrative No Idea
Having a/c
Not having a/c
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13.would you like to maintain long-lasting relationship with HDFC Bank?
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Yes 63 -
May be 27 -
Depends on Situation 37 -
No 23 -
TOTAL 150 300
INTERPRETATION
This shows that alarge no. of HDFC banks customer wan to maintain their relationship for long time
42%
18%
25%
15%
maintaining Relationship with HDFC
yes
May be
Depends on Situation
No
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14.Are you satisfied with HDFC Banks services?
OPTIONS Having A/C in HDFC Not having A/C in HDFC
Highly Satisfied 32 -
Satisfied 28 -
Neutral 47 -
Dissatisfied 27 -
Highly Dissatisfied 16
TOTAL 150 300
INTERPRETATION
21%
19%
31%
18%
11%
satisfaction level of customer
highly satiafied
satisfied
neutral
dissatisfied
highly dissatified
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THE QUESTIONNAIRE:
Dear Sir/Madam,
I am a student of INDIRA SCHOOL OF BUSINESS STUDIES, Pune and presently
doing a project on MARKET SEGMENTATION AND SELLING OF SAVINGS
ACCOUNT . I request you to kindly fill the questionnaire below and I assure you that the data
generated shall be kept confidential.
.
15.do you have account in HDFC bank
yes
no
16.Your Age
18-23 Years
24-29 Years
30-35 Years
35 Years and above
17.Education Qualification.
Undergraduate
Graduate
Post graduate
Name: ..
Address: ..
Contact No :( O) (M)
City: ...............Pin: .State:.
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18.Marital Status.
Married
Single
19.Number Of years Are You in Pune.
Less than five years
More than five years
20.Occupation
Business
Profession
Service
(Please mention below the type of business/profession you are in incase of service please mention
your organization name and designation)
21.Your annual household income.
than 8 lack
22.Are you a member of a club/gymkhana?
Yes
No
If yes, Name of the club /gymkhana_______________________________________
23.How much do you personally give importance to the business banking
relationship?
Highly
very much
so-so
not much
24.Do you often want to change your bank?
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never
depends on situation
rarely
yes
25.Do you want to open an savings account with HDFC Bank?
Yes
No
Will tell later
26.What is your perception about different products and services offered by HDFC
Bank?
Lucrative
Not lucrative
No idea
27.would you like to maintain long-lasting relationship with HDFC Bank?
yes
may be
depends on situation
no
28.Are you satisfied with HDFC Banks services?
Highly satisfied
Satisfied
partially satisfied
not satisfied
Date:
Place:
Signature
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Thank You
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