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CHAPTER 1 INTRODUCTION . ..3-11
1.1 General Introduction..3
1.2 Industry Profile3
a. Origin and Development of the industry4
b. Growth and Present Status of theindustry...6
c. Future of the industry ..9
CHAPTER 2 PROFILE OF THE ORGANISATION..12-29
2.1 Origin of the Organization ..13
2.2 Growth and Development of the Organization 14
2.3 Present Status of the Organization .17
2.4 Functional Departments of the Organization ...19
2.5 Organization Structure and Organization Chart..22
2.6 Product and Service Profile of the Organization Competitors ..24
2.7 Market Profile of the Organization 28
CHAPTER 3 DISCUSSIONS ON TRAINING - 30-33
3.1 Student's Work Profile (Roles and Responsibilities) .31
3.2 Description of Live Experience32
CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM 34-47
4.1 Statement of Research Problem..
35
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4.2 Statement of Research Objectives ........ .35
4.3 Research Design and Methodology35
4.4 Analysis of Data . . 38
4.5 Summary of Findings 46
CHAPTER 5 SUMMARY AND CONCLUSIONS . 48-52
5.1 Summary of Learning Experience..50
5.2 Conclusions and Recommendations .50
APPENDIX .52
BIBLOGRAPHY.56
CHAPTER-1
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INTRODUCTION
General Introduction:-
The project was carried out for understanding the customer preference
& attributes towards saving Account of HDFC Bank and its market
potential.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- Corporate banking. The product out
of which have chosen for research is Saving Accounts. This research
helps us in finding out the customers view regarding the product and
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Services offered by the HDFC bank and awareness by promotion and
also identifying the market potential of the product offered by the
HDFC bank.
1.2 Industry Profile:-
a.) Origin and development of the industry:-
Banking in India originated in the first decade of 18th century. The first banks
were The General Bank of India, which started in 1786, and Bank of
Hindustan, both of which are now defunct. The oldest bank in existence in
India is the State Bank of India, which originated in the "The Bank of Bengal"
in Calcutta in June 1806. This was one of the three presidency banks, the
other two being the Bank of Bombay and the Bank of Madras. The
presidency banks were established under charters from the British East
India Company. They merged in 1925 to form the Imperial Bank of India,
which, upon India's independence, became the State Bank of India. For
many years the Presidency banks acted as quasi-central banks, as did their
successors. The Reserve Bank of India formally took on the responsibility of
regulating the Indian banking sector from 1935. After India's independence in
1947, the Reserve Bank was nationalized and given broader powers.
A couple of decades later, foreign banks such as Credit Lyonnais started
theirCalcutta operations in the 1850s. At that point of time, Calcutta was the
most active trading port, mainly due to the trade of the British Empire, and
due to which banking activity took roots there and prospered.
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First of all we must note the fact that these institutions have changed very
much in character since their origin, and consequently nowadays perform
many functions unknown to those of former times. The first banks seem to
have arisen in connection with the business of exchangingmoney. In ancient
times and especially in the Middle Ages the varieties of coins were greater
even than at the present day, and they were much less perfectly and
honestly minted. Specialists were, therefore, required to determine their
exact value and equivalence and to exchange coins of one mintage for those
of another, and their BANK were in great demand at fairs and other places
where merchants of different nations met forpurposes of trade. Inasmuch as
they kept their boxes or chests of coins on benches or "banken," the name
bankers came to be applied to them. On account of their technical
knowledge and the fact that they were obliged constantly to keep on hand
considerable quantities of the precious metals, this business in the early
Middle Ages was usually carried on by goldsmiths, but later it was
sometimes assumed by the governments of large commercial cities, as, for
example, by Amsterdam in 1609, by Hamburg in 1619, and by Nurnberg in
1621. Of these latter the Bank of Amsterdam was the most important and
may be regarded as typical of these early institutions.
From the earliest times also, bankers have been the chief agents through
which foreign exchanges have been conducted. As dealers in coin and
bullion they had international connections and a knowledge of international
affairs not possessed by other merchants, and were, therefore, in a position
to undertake the settlement of international accounts by means of orders
drawn on bankers in other countries or other cities with whom they had
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regular business transactions. As keepers of other people's money they also
promoted saving, and banks thus became in time the chief savings
institutions of the country.
b. Growth and present status of the industry:-
Currently (2009), banking in India is generally fairly mature in terms of
supply, product range and reach-even though reach in rural India still
remains a challenge for the private sector and foreign banks. In terms of
quality of assets and capital adequacy, Indian banks are considered to have
clean, strong and transparent balance sheets relative to other banks in
comparable economies in its region. The Reserve Bank of India is an
autonomous body, with minimal pressure from the government. The stated
policy of the Bank on the Indian Rupee is to manage volatility but without any
fixed exchange rate-and this has mostly been true.
With the growth in the Indian economy expected to be strong for quite some
time-especially in its services sector-the demand for banking services,
especially retail banking, mortgages and investment services are expected to
be strong. One may also expect M&As, takeovers, and asset sales.
In March 2006, the Reserve Bank of India allowed Warburg Pincus to
increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%.
This is the first time an investor has been allowed to hold more than 5% in a
private sector bank since the RBI announced norms in 2005 that any stake
exceeding 5% in the private sector banks would need to be vetted by them.
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Currently, India has 88 scheduled commercial banks (SCBs) - 27 public
sector banks (that is with the Government of India holding a stake)after
merger of New Bank of India in Punjab National Bank in 1993, 29 private
banks (these do not have government stake; they may be publicly listed and
traded on stock exchanges) and 31 foreign banks. They have a combined
network of over 53,000 branches and 17,000 ATMs. According to a report by
ICRA Limited, a rating agency, the public sector banks hold over 75 percent
of total assets of the banking industry, with the private and foreign banks
holding 18.2% and 6.5% respectively
Introduction of 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 liberalization 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.
In 1995, the Brookings Institution published a paper entitled The
Transformation of the U.S. Banking Industry: What a Long, Strange Trip Its
Been. Using a breathtaking array of facts and figures, the paper described
in great detail the dramatic changes that had occurred in the U.S.
commercial banking industry over the 15 years from 1979 to 1994. The
banking industry was transformed during that period, according to the paper
(p. 127), by the massive reduction in the number of banking organizations;
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the significant increase in the number of failures; the dramatic rise in off-
balance sheet activities; the major expansion in lending to U.S. corporations
by foreign banks; the widespread adoption of ATMs; . . . and the opening up
of interstate banking markets. The paper went on to explain that most of
these major changes in banking could be traced to two developments: (1)
the extraordinary number of major regulatory changes during the period,
from deposit deregulation in the early 1980s to the relaxation of branching
restrictions later in the decade; and (2) clearly identifiable innovations in
technology and applied finance, including improvements in information
processing and telecommunication technologies, the securitization and sale
of bank loans, and the development of derivatives markets. Other research
would later confirm the papers assessments and its explanation of the
course of events in the banking industry over the period 19791994.
Over the two decades 19842003, the struct
ure of the U.S. banking industry indeed underwent an almost unprecedented
transformationone marked by a substantial decline in the number of
commercial banks and savings institutions and by a growing concentration of
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industry assets among a few dozen extremely large financial institutions.
This is not news. As mentioned above, the decline in the number of banking
organizations has been ongoing for more than two decades and has been
well documented in the literature.3 Nevertheless, a brief overview will serve
to clarify both the scope of the decline and the increasing concentration of
assets among the nations largest banking organizations
At year-end 1984, there were 15,084 banking and thrift organizations
(defined as commercial bank and thrift holding companies, independent
banks, and independent thrifts). By year-end 2003, that number had fallen
to 7,842a decline of almost 48 percent (figure 1). Distributed by size,
nearly all the decline occurred in the community bank sector (organizations
with less than $1 billion in assets in 2002 dollars), and especially among the
smallest size group (less than $100 million in assets in 2002 dollars). Yet the
community banking sector still accounts for 94 percent of banking
organizations
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c. Future of the industry:-
The burden of reporting and other regulatory requirements will fall heavily
and disproportionately on small banks unless remedial action is taken.
Further advances in information technology will permit the development of
new products, BANK, and risk-management techniques but may also pose
important competitive and supervisory issues. Nonbank entities will continue
to
offer bank-like products in competition with banks, raising anew the question
of whether banks are still special and, more fundamentally ,whether banks
are sufficiently different from nonblank firms to justify the maintenance of a
safety
net for banks. It is useful, therefore, to try to chart the course of the banking
industry in the next five to ten years and to consider what policy issues the
industry and regulators will face. The authors of this study do not pretend to
be clairvoyant. They are mindful of the many financial predictions that were
once offered with confidence but turned out to be wrong or premature. This
study is perhaps best described as an exercise in strategic thinking. Its
approach is to analyze what has happened in the recent past, consider in
detail reasons for expecting recent trends to continue or to change, and draw
the consequences for bank and regulatory policies. As always, uncertainties
abound, and
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events that may now appear fairly improbable may in fact shape the future.
This paper closeswith a discussion of a number of such possible events. The
future-of-banking study addresses three broad questions:
1. What changes in the environment facing banking can be expected in the
next five to ten years?
2. What are the prospects for different sectors of the banking industry in this
anticipated environment? Because the banking industry is not monolithic and
different segments of the industry have, to some degree, different
opportunities and vulnerabilities, the study considers separately the
prospects for large, complex banking organizations; regional and other
midsize banks; community banks; and limited-purpose banks.
3. What policy issues are the industry and regulators likely to face in the
years ahead? Separate consideration is given to
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CHAPTER-2
PROFILE OF THE
ORGANISATION
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2.1 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 liberalization of the Indian Banking Industry by
Reserve Bank of India (RBI). It was one of the first banks to receive an 'in
principle' approval from RBI,
for setting up a bank in the private sector. The bank was incorporated with
the name 'HDFC Bank Limited', with its registered office in Mumbai. The
following year, it started its operations as a Scheduled Commercial Bank.
HDFC Bank Limited. The Group's principal activities are to provide banking
and other financial BANK. The Group operates through four segments:
Treasury, Retail Banking, Wholesale Banking and Other Banking Business.
The Treasury BANK segment consists of net interest earnings on
investments portfolio of the bank and gains or losses on investment
operations. The Retail Banking segment serves retail customers through a
branch network and other delivery channels. This segment raises deposits
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from customers and makes loans and provides advisory BANK to
customers. The Wholesale Banking segment provides loans and transaction
BANK to corporate and institutional customers. The Other Banking
Operations segment provides BANK relating to credit cards, debit cards,
third party product distribution and primary dealership business and other
associated costs. The Bank was Incorporated on 30th August 1994. A new private
sector Bank promoted by housing Development Corporation Ltd. (HDFC), a premier housing
finance company. The bank is the first of its kind to receive
an in-principle approval from the RBI for establishment of a bank in the
private sector. Certificate of Commencement of Business wasreceived on
10th October 1994 from RBI. The Bank transacts both traditional
commercial banking as well as investment banking. HDFC, the promoter of
the bank has entered into an
agreement with National Westminister Bank Pc. and its subsidiaries (Nat
west Group) for subscribing 20% of the banks issued capital and providing
technical assistance in relation to the banks proposed banking business.
2.2 Growth and Development of the Organization:-
1994.
On 16.1.1995, 90,79,930 No. of equity shares were allotted to Jarrington Pte.
Ltd. Another 400,00,000 equity shares were allotted on private placement
basis to Natwest Group on 9.5.1995. 500,00,000 shares were allotted to the
public on 9.5.95 The Bank opened its first branch in Ramon House at
Churchgate, Mumbai on January 16th.
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The Bank has created an efficient operating system using well tested state-
of-the-art software.
1995
70 No. of equity shares issued to subscribers to the Memorandum &Articles
of Association on 30th August 1994. On the same date 500,00,000 equity
shares were allotted to HDFC promoters. 509,20,000 shares were allotted to
HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust
on 22nd December,
1996
HDFC Bank has entered the banking consortia of over 50 corporates,
including some leading multinational companies, flagship companies of local
business houses and strong public sector companies.
HDFC Bank has set up a state-of-the-art dealing room to handle all
transactions possible in Indian financial markets.
The Certificates of Deposits were awarded a PP1+ rating which is the
highest rating for short term instruments indicating superior capacity for
repayment.
2001
- The Bank has opened its first branch in Aurangabad. HDFC Standard Life
Insurance has entered into a memorandum of understanding with the
Chennai-based Indian Bank. The Bank has launched the international
Maestro debit card inassociation with Master Card. HDFC Bank will launch
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its credit card in June through link-ups with MasterCard and
Visa.LTtrade.com has entered into a strategic tie-up with HDFC Bank to
provide Net banking BANK to online investors. Standard Chartered Bank,
HDFC Bank and Bharat Petroleum Corporation have joined the eCash
Forum which has been set up by the Smart Card Forum of India. HDFC
Bank has launched a new campaign for its eage savings account. HDFC
Bank entered into a strategic tie-up with Tally Solutions Pvt. Ltd. to offer
online real time accounting BANK to small and Medium enterprises.The
Bank has opened four ATMs outlets in Bangalore at Coles Road, RT Nagar,
Rajaji Nagar and Jaya Nagar on March 26. HDFC Standard Life Insurance
has launched a `Development Insurance Plan' a low cost life insurance
product developed specifically to meet the needs of economically weaker
sections. Two Directors, Mr. S.S. Thakur and Mr. Amit Judge, have resigned
from the board of the bank effective from March 30. HDFC Bank files with
US regulators to list more than 11 million American Depositary Shares on the
New York Stock Exchange.
Today HDFC Bank has 1,412 branches and over 3,295 ATMs, in 528 cities
in India, and all branches of the bank are linked on an online real-time
basis. [2]As of September 30, 2008 the bank had totalassets of INR 1006.82
billion.[3]For the fiscal year 2008-09, the bank has reported net profit of
Rs.2,244.9 crore, up 41% from the previous fiscal. Total annual earnings of
the bank increased by 58% reaching at Rs.19,622.8 crore in 2008-09.
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2.3 Present Status 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
liberalization of the Indian Banking Industry by Reserve Bank of India (RBI).
It was one of the first banks to receive an 'in principle' approval from RBI, for
setting up a bank in the private sector. The bank was incorporated with the
name 'HDFC Bank Limited', with its registered office in Mumbai. The
following year, it started its operations as a Scheduled Commercial Bank.
Today, the bank boasts of as many as 1412 branches and over 3275 ATMs
across India.Amalgamation
In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a
17
March 2007 March 2008 March 2009
Citied 228 316 452
Branches 535 684 1412
ATMs 1323 1605 3275
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process as it has been discussed previously. This is the basic organizational
structure followed by HDFC BANK.
2.6 Product and service profile of the organization:-
HDFC Bank offers a bunch of products and services to meet the every need
of the people. The company cares for both, individuals as well as corporate
and small and medium enterprises. For individuals, the company has a
range accounts, investment, and pension scheme, different types of loans
and cards that assist the customers. The customers can choose the suitable
one from a range of products which will suit their life-stage and needs. For
organizations the company has a host of customized solutions that range
from Funded services, Non-funded services, Value addition services, Mutual
fund etc. These affordable plans apart from providing long term value to the
employees help in enhancing
Goodwill of the company. The products of the company are categorized into
various sections which are as follows:
Personal Banking
Savings Accounts
Salary Accounts
Saving Accounts
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Fixed Deposits
Demat Account
Safe Deposit Lockers
Loans
Credit Cards
Debit Cards
Prepaid Cards
Investments & Insurance
Forex Services
Payment Services
NetBanking
InstaAlerts
MobileBanking
InstaQuery
ATM
PhoneBanking
NRI Banking
Rupee Savings Accounts
Rupee Saving Accounts
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Rupee Fixed Deposits
Foreign Currency Deposits
Accounts for Returning Indians
Quick remit (North America, UK, Europe, Southeast Asia)
India Link (Middle East, Africa)
Coequal Lock Box
In todays world many companies have emerged who have taken a serious
note on the importance of market research and he advantages of using it for
the better growth and development of the company. Hence, our competitors
are those companys who are in the market research and development field
as well as the consultancies, since they also make use of market research
and business developers.
The products and BANK of our competitors are as follows:
A. Customer Satisfaction Analysis:
Customer analysis involves gathering data about the customers and their
characteristics. They also conduct tailored customer satisfaction surveys to
gauze customer satisfaction.
B. Risk
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and prospective companies already known to us, augmented with original
study by our search team.
3. We maintain a regular channel of communication with the client to keep
them apprised of the results emerging.
2.7 Market profile of the organization:-
HDFC Bank Limited provides various financial products and services. It
operates in three segments: Retail Banking, Wholesale Banking, and
Treasury. The Retail Banking segment provides various deposit products,
including savings accounts, current accounts, fixed deposits, and demat
accounts. It also offers auto, personal, commercial vehicle, home, gold, and
educational loans; loans against securities, property, and rental receivables;
and health care finance working capital finance, construction equipment
finance, and warehouse receipt loans, as well as credit cards, debit cards,
depository, investment advisory, bill payments, and transactional services. In
addition, this segment sells third party financial products, such as mutual
funds and insurance, as well as distributes life and general insurance
products through its tie-ups with insurance companies and mutual fund
houses. The wholesale banking segment provides loans, non-fund facilities,
and transaction services to large corporate, emerging corporate, small and
medium enterprise, supply chain, public sector undertaking, central and state
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CHAPTER-3
DISCUSSIONSON
TRAINING
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term financial goal so that it can be assessed that which ACCOUNT they
need suiting their financial obligations.
Leads and databases created by the students have to be used by them in
order to convince people of different age groups to take account according
to their needs and suitability.
The student calls people according to the leads and database created
by him and convinces people to take the account.
During the absence of the recovery executives/collection executives, it will
be my duty and responsibility to meet the customers against payments apart
from my regular job profile and reporting the same to my team leader at
HDFC BANK.
To explain the customers how a particular account would help them to
make their lives more secure providing security to them.
I use all the financial knowledge that has been given by the
company and I has as a MBA student and a student of Mar. so
that the customer realizes that he definitely needs to take a
particular account.
Must educate the clients about risks and various possible scenarios
so that the clients dont harbor unrealistic expectations.
3.2 Description of live experience:-
The office of HDFC BANK is blessed by brilliant and skilled professionals
and team leader who have the responsibility of handling the Financial
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Corporate Consultants. The team leader provides the particular days plan of
action and then guide show to go about for executing the plan of action
successfully .Till the time a Financial Corporate Consultant is in the office he
receives the valuable suggestions and insights of the team leader. This
prepares him for the days Work and provides him the necessary directions
to achieve not only the target of the day but the target of the month. In the
office the Financial Corporate consultant make calls continuously to fix the
follow-up appointments so that on the basis of the financial health check
collected by him and also getting the follow-up appointments from the
telesales she goes in the field for making up the appointments. The financial
corporate consultants provide the persons met the basics of why he should
take a particular ACCOUNT to provide to him.
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4.4 Data Analysis
Q 1:What is your Monthly Transaction in your account ?
Monthly transactions No. of respondents % (percentage)
5-20 lakhs 28 28%
20-40 lakhs 59 59%
40 lakhs and above 13 13%
Total 100 100%
Chart 1:
38
0%
10%
20%
30%
40%
50%
60%
70%
05L- 20L 20L - 40L 40L - Above
05L- 20L
20L - 40L
40L - Above
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Analysis:
59% respondents gave their answer in 20-40 lakhs transactions.
28% respondents gave their answer in 0-20 lakhs transactions.
13% respondents gave their answer in 40 lakhs and above
transactions.
Question 2
Do you have a Saving Account?
Response No. of respondents %
Yes 97 97%
No 3 3%
Chart 2:
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97%
3%
Yes No
Analysis: 97% respondents have the saving accounts and only 3% do not
have saving account.
Question 3
In Which Bank?
Bank No. of respondents %
Kotak mahindra 3 3%
HDFC 33 33%
Co-operative 48 48%
ICICI 5 5%
Nationalized 31 31%
Chart 3
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HDFC, 33%
ICICI, 5%
Nationalized, 31%
Co- Operative
Bank, 48%
Kotak Mahindra
Bank, 3%
HDFC ICICI Nationalized Co- Operative Bank Kotak Mahindra Bank
Analysis: 48% have saving account in co-operative, 3% in kotak mahindra,
33% in HDFC, 5% in ICICI, and 31% in nationalized bank.
Question 4
Which Factors do you consider for opening a Savings Account?
No. of respondents %
Accessibility 10 10
Minimum balance 20 20
DD/pay order 13 13
Free cheque 10 10
Debit card 8 8
Cash deposit 7 7Cheque pick up 2 2
Net banking 16 16
Mobile banking 7 7
At per cheque 3 3
NEFT 2 2
RTGS 2 2
Total 100 100
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10% respondents gave their answer in accessibility, 20% Minimum balance,
13 % DD/pay order,10% Free cheque, 8% Debit card, 7% Cash deposit, 2%
Cheque pick up, 16% Net banking, 7% Mobile banking, 3% At per cheque,
2% NEFT, 2% RTGS.
Question 5
Which mode of transaction do you avail of frequently?
Response No. of response %
Pay order 12 12
DD 22 22
Cheque 76 76
Total 100 100
Chart 5
Cheque, 76%
DD, 32%
Pay Order, 12%
Cheque DD Pay Order
Analysis:
12% Response in pay order, 32% like DD, and 76 % costumer want from
cheque mode.
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Question 6
Which types of transaction do you make ?
Response No. of respondents %
Intercity 33 33
Outside city 15 15
Both 52 52
Total 100 100
Chart 6
Analysis:
33% account holder transaction intercity, 52 % Both, and 15% outside city.
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Both, 52%
Outside City, 15%
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Question 7
Does your bank assist you in case of any problem?
Response No. of respondents %
Yes 90 90
No 10 10
Total 100 100
Chart 7
90%
10%
Yes No
Analysis:
90% say yes bank will assist you in case of any problem, only 10% say no.
4.5 Summary of Findings
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The final draft of the questionnaire was prepared on the basis of the
observations from the pilot study. These were then finally filled by 100
customer, for the conclusive study.
Finally the data collected was fed into the data analysis to be analyzed
using statistical techniques.
Types of Primary Data collected:
Socioeconomic Characteristics:
characteristics are sometimes called states of being in that they
represent the type of people. The factors on which we are working are
occupation. Monthly transaction is also an important parameter but it is
difficult to verify. Although the amount of money that business unit earns
in a month is an absolute, not a relative quantity but it is a sensitive topic
in our society and it is difficult to determine.
Attitudes/Opinions:
Through the questionnaire we have tried to get hold of business
preference, inclination and requirement. Attitude is an important notion in
the marketing literature, since it is generally thought that the attitudes are
related to the behavior of businessmen.
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Motivation:
Through the questionnaire we have tried to find the hidden need or want of
businessmen and have tried to find if these people can be tapped as the
potential customer for HDFC Bank.
Behavior:
Behavior concerns what subjects have done or are doing. Through the
questionnaire we have tried to find out the behavior of the individuals
regarding the product and their responses. If the responses are favorable
then the person can be said to be our potential customer. The primary data
serves as an important tool to measure the behavioral trend of the customer.
It helps in answering some of the vital Questions.
Obtaining the Primary Data:
The data collection was primarily done through communication.
Communication involves questioning respondents to secure the desired
information, using a data collection instrument called questionnaire. The
questions were in writing and so were the responses.
Versatility:
It is the ability of a technique to collect the information on the many types of
primary data of interest to marketers. It has also been found that some of the
people do not answer truthfully to all the questions especially in the case of
the personal details
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CHAPTER 5SUMMARY
ANDCONCLUSIONS
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1. Contract Sales Executive (CSE) should be trained to explain the
product features and its value added services to make customers
product selection convenient.
2. Contract Sales Executive (CSE) should recommend right product to
the right customer so as to ensure a high degree of satisfaction
among the customer.
3. The bank needs to make people aware about there products and the
basic benefits they can derive out of it. And also the differential
features of its savings account as compared to other banks.70% of
the people did not even know about the concept, benefits and
features of its saving accounts.
4. The bank should also target small business unit for whom
maintenance of the AQB is not a problem as this segment is not
much penetrated.
5. Though the bank offers free doorstep banking once a day this fact is
also not known to many customers or they still do not trust this
service what ever the reason the bank can popularize this service to
gain an edge over nationalized banks and Co-operative Banks.
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6. Quality of service has been rated highly important by all demofigureic
factors as a reason for banking with a particular bank, Standard
Chartered needs to improve the services provided to its existing
customers before attracting more in the future and use word of mouth
as a promotional tool to increase the sales potential of its savings
account.
LIMITATIONS
Some of the limitations of the project are listed as below:
1. The time bound period is the major limitation in research projects.
2. Due to the financial and time constraints a cluster analysis of the
population so as to get better results was not feasible.
3. The research conduct in Bangalore city only.
4. It was difficult to break the ice with the common people initially. It was
a daunting task to convince them to fill in the personal details of the
questionnaire where they have to mention the monthly income,
occupation etc.
5. To convince the people for a proper interviewing process is also
difficult.
6. Compilation of data on competitor analysis was difficult due to non-
availability of correct information.
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7. The figures have been taken as approximations.
QUESTIONNAI
RE-
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Name of Respondent
_________________________________
Contact No.
_______________________
1. Monthly Transaction?
________________________________________________
2. Do you have saving Account?
(a) Yes (b) No
3. If Yes Which banks-
o ICICI
o HDFC
o Kotak Mahindra Bank
o Nationalized
o Other Banks _________________
o Co-Operative Banks___________________
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BIBLIOGRAPHY
1.BOOKS & AUTHORS
Marketing Management
2. NEWS PAPERS
Times of India
Financial Express
3. WEBSITES
www.hdfcbank.com
www.google.com
http://www.google.com/http://www.google.com/