Final Vishal

8/11/2019 Final Vishal

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BRIEF HISTORY

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BRIEF HISTORY

Housing Development Finance Corporation Limited, more popularly known as

HDFC Bank Ltd, was established in the year 199, as a part o! the liberali"ation o!

the #ndian Banking #ndustry by $eserve Bank o! #ndia %$B#&' #t was one o! the

!irst banks to receive an (in principle( approval !rom $B#, !or setting up a bank in

the private sector' )he bank was incorporated with the name (HDFC Bank

Limited(, with its registered o!!ice in *umbai' )he !ollowing year, it started its

operations as a +cheduled Commercial Bank'

HDFC Bank Limited' )he roup(s principal activities are to provide banking and

other !inancial B-./' )he roup operates through !our segments0 )reasury,

$etail Banking, holesale Banking and 2ther Banking Business' )he )reasury

B-./ segment consists o! net interest earnings on investments port!olio o! the

bank and gains or losses on investment operations' )he $etail Banking segment

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serves retail customers through a branch network and other delivery channels' )his

segment raises deposits !rom customers and makes loans and provides advisory

B-./ to customers' )he holesale Banking segment provides loans and

transaction B-./ to corporate and institutional customers' )he 2ther Banking

2perations segment provides B-./ relating to credit cards, debit cards, third

party product distribution and primary dealership business and other associated

costs' )he Bank was incorporated on 45th -ugust 199' - new private sector

Bank promoted by housing Development Corporation Ltd' %HDFC&, a premier

housing !inance company' )he bank is the !irst o! its kind to receive -n in6

principle approval !rom the $B# !or establishment o! a bank in the private sector'

Certi!icate o! Commencement o! Business wasreceived on 15th 2ctober 199

!rom $B#' )he Bank transacts both traditional commercial banking as well as

investment banking' HDFC, the promoter o! the bank has entered into an

agreement with .ational estminster Bank 7c' and its subsidiaries %.at west

roup& !or subscribing 358 o! the banks issued capital and providing technical

assistance in relation to the banks proposed banking business'

Growth and Development of the Organization:6

!!"#

2n 1'1'199:, 95,;9,945 .o' o! e


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.atwest roup on 9':'199:' :55,55,555 shares were allotted to the public on

9':'9: )he Bank opened its !irst branch in $amon House at Churchgate, *umbai

on =anuary 1th' )he Bank has created an e!!icient operating system using well

tested state6o!6the6art so!tware#

!!$

;5 .o' o! e-rticles o!

-ssociation on 45th -ugust 199' 2n the same date :55,55,555 e


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)he Bank has opened its !irst branch in -urangabad' HDFC Standard Life

Insurance has entered into a memorandum of understandingwith the Chennai6

based #ndian Bank' )he Bank has launched the international *aestro debit card in

association with *aster Card' HDFC Bank will launch its credit card in =une

through link6ups with *asterCard and Aisa'L)trade'com has entered into a

strategic tie6up with HDFC Bank to provide .et banking B-./ to online

investors' +tandard Chartered Bank, HDFC Bank and Bharat 7etroleum

Corporation have oined the ?6Cash Forum which has been set up by the +mart

Card Forum o! #ndia' HDFC Bank has launched a new campaign !or its ease

savings account' HDFC Bank entered into a strategic tie6up with )ally +olutions

7vt' Ltd' to o!!er online real time accounting B-./ to small and medium

enterprises' )he Bank has opened !our -)*s outlets in Bangalore at Coles $oad,

$) .agar, $aai .agar and =aya .agar on *arch 3' HDFC Standard Life

Insurancehas launched a Development #nsurance 7lan( a low cost li!e insurance

product developed speci!ically to meet the needs o! economically weaker sections'

)wo Directors, *r' +'+' )hakur and *r' -mit =udge, have resigned !rom the board

o! the bank e!!ective !rom *arch 45' HDFC Bank !iles with + regulators to list

more than 11 million -merican Depositary +hares on the New York Stock

Exchange'

)oday HDFC Bank has 1,13 branches and over 4,39: -)*s, in :3E cities in

#ndia, and all branches o! the bank are linked on an online real6time basis' 3G-s o!

+eptember 45, 355E the bank had totalassetso! #.$ 155'E3 billion'4GFor the

:
http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-1%23cite_note-1http://en.wikipedia.org/wiki/Assetshttp://en.wikipedia.org/wiki/HDFC_Bank#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/HDFC_Bank#cite_note-1%23cite_note-1http://en.wikipedia.org/wiki/Assetshttp://en.wikipedia.org/wiki/HDFC_Bank#cite_note-2%23cite_note-2


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!iscal year 355E659, the bank has reported net pro!it o! $s'3,3'9 crore, up 18

!rom the previous !iscal' )otal annual earnings o! the bank increased by :E8

reaching at $s'19,33'E crore in 355E659'

(re)ent Stat*) of the Organization:+

*arch 355; *arch 355E *arch 3559

Citied 33E 41 :3

Branches :4: E 113

-)*s 1434 15: 43;:

Housing Development Finance Corporation Limited, more popularly known as

HDFC Bank Ltd, was established in the year 199, as a part o! the liberali"ation o!

the #ndian Banking #ndustry by $eserve Bank o! #ndia %$B#&' #t was one o! the

!irst banks to receive an (in principle( approval !rom $B#, !or setting up a bank in

the private sector' )he bank was incorporated with the name (HDFC Bank

Limited(, with its registered o!!ice in *umbai' )he !ollowing year, it started its

operations as a +cheduled Commercial Bank' )oday, the bank boasts o! as many as


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113 branches and over 43;: -)*s across #ndia'-malgamation

#n 3553, HDFC Bank witnessed its merger with )imes Bank Limited %a private

sector bank promoted by Bennett, Coleman > Co' )imes roup&' ith this,

HDFC and )imes became the !irst two private banks in the .ew eneration

7rivate +ector Banks to have gone through a merger' #n 355E, $B# approved the

amalgamation o! Centurion Bank o! 7unab with HDFC Bank' ith this, the

Deposits o! the merged entity became $s' 1,33,555 crore, while the -dvances

were $s' E9,555 crore and Balance +heet si"e was $s' 1,4,555 crore'

HE,D OFFI-E

HDFC Bank

$amon House, 19, Backbay $eclamation,

H ) 7arekh *arg, Church gate

*umbai 6 55535

(hone:@91 %33& 41555, 4555, 4155

Fa.:@91 %33& 335EE4

/e0)ite:www'hd!c'com

Te1h+Savv2

HDFC Bank has always prided itsel! on a highly automated environment, be it in

terms o! in!ormation technology or communication systems' -ll the branches o!

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the bank boast o! online connectivity with the other, ensuring speedy !unds

trans!er !or the clients' -t the same time, the bank(s branch network and

-utomated )eller *achines %-)*s& allow multi6branch access to retail clients'

)he bank makes use o! its up6to6date technology, along with market position and

eIpertise, to create a competitive advantage and build market'

-,(IT,3 STR4-T4RE

-t present, HDFC Bank boasts o! an authori"ed capital o! $s ::5 crore %$s:':

billion&, o! this the paid6up amount is $s 3' crore %$s''3 billion&' #n terms o!

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the organi"ation consists o! the director and the manager o! the organi"ation' )hey

preside the organi"ation and control all the operations o! the organi"ation such that

the organi"ation could run in a smooth and e!!ective manner' )he eIecutive

department o! the organi"ation consists o! the various employees who eIecute the

ob undertaken by them' )he employees consists o! the team leaders, the

Corporate !inancial consultants,' the telecallers, various sta!!s and unior sta!!s

who are the main structural !ramework o! the organi"ation' )he organi"ation thus

runs with the e!!ective coordination o! the H$ department, the administrative

department and the eIecutive department such that the supervisors o! the

organi"ation preside over the subordinate employees to give them directions about

!ul!illing their works most e!!iciently and e!!ectively' )echnical Consultancy

Department0 )he )echnical Consultancy Department is responsible !or technical

appraisal o! industrial proects' )he mission o! the division is aimed towards the

veri!ication o! the technical viability o! industrial proects and assisting the Funds

management in taking the decisions that re


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H R DE(,RT6E5T:

HDFC Human $esources department plans and direct !or the employee population

as well as they are having the !ollowing !unctions as06

Hiring

7romotions

$eassignments

7osition classi!ication and grading

+alary determination

7er!ormance appraisal review and processing

7ersonnel data entry and records maintenance

7olicy development

ork permitting immigration visa program

orkersK compensation

Finance Department0

)he Finance *anager is responsible !or all aspects o! the accounting and !inancial

administration o! the HDFC, the supervision o! the implementation o! the HDFC

!inancial policies, directives and procedures and the initiation o! the !inancial

plans within the guidelines o! HDFC )he department contains several distinct

sections, each o! which is responsible !or a proportion o! the activities taking place

within the !inance department'

6,R8ETI5G -O5S43T,5-Y DE(,RT6E5T:

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)he *arketing Consultancy Department plays and important role within the Fund

as it studies and analy"es marketing in!ormation in order to build solid base !or

management decisions' )he division also assists proects sponsors in !ormulating

solid marketing strategies to improve their industries and strengthen their position

in the local and international markets'

RESE,R-H DE(,RT6E5T:

)he $esearch Department is having the capacity to act through !our composing

units i'e', the market research unit, economic studies unit, and statistical studies

unit' #t is the mission o! the division to provide support B-./ !or in!ormation and

consultancy to the senior management and division in the areas o! economic,

statistical and marketing in!ormation and consultancy through data analysis,

processing o! economic and statistical data, market research studies and publishing

related periodical reports'

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ORGANISATIONALSTRUCTURE

ORG,5I7,TIO5 STR4-T4RE

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*r' =agdish Capoor, Chairman

*r' /eki *istry

*rs' $enu /arnad

*r' -rvind 7ande

*r' -shim +amanta

*r' Chander *ohan Aasudev

*r' autam Divan

Dr' 7andit 7alande

*r' -ditya 7uri,Managing Director

*r' Harish ?ngineer,Executive Director

*r' 7aresh +ukthankar, Executive Director

*r' Aineet =ain (upto 2!"2!2##$%

SE5IOR 6,5,GE6E5T TE,6

*r' - 7arthasarthy

*r' -' $aan

*r' -bhay -ima

*r' -nil =aggia

*r' Bharat +hah

*r' ' +ubramanian

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*r' /ai"ad Bharucha

*rs' *andeep *aitra

*r' .avin 7uri

*r' 7ralay *ondal

*r' $ahul Bhagat

*r' +ashi =agdishan

*r' +udhir *' =oshi

E9E-4TIE I-E (RESIDE5T

;3EG,3< = -O6(,5Y SE-RET,RY

*r' +anay Dongre

ST,T4TORY ,4DITORS

*s' Haribhakti > Co',

C&artered 'ccountants

REGISTERED OFFI-E

HDFC Bank House,

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+enapati Bapat *arg,

Lower 7arel,

ebsite0 www'hd!cbank'com

)el0 @ 91 33 :31555 FaI0 @ 91 33 395;4;

*umbai 55 594'

)el0 @ 91 33 ;1331461

FaI0 @ 91 33 3E3145

ORG,5I7,TIO5 -H,RT:+

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?ach team lead has a team comprising only o! both senior as well as unior market

research analyst who aid the team lead in the entire market research process as it

has been discussed previously' )his is the basic organi"ational structure !ollowed

by HDFC B-./'

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VISION, MISSION AND

PHILOSOPHY

ISIO5

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)o build a global enterprise !or all our stakeholders, and

- great !uture !or our country'

)o give millions o! young #ndians the power to shape their destiny,

)he means to reali"e their !ull potential'

Aalue creation rather than si"e alone will be our business driver'

6ISSIO5

HDFC Bank began operations in 199: with a simple mission0 to be a "World-

class Indian Bank"'e reali"ed that only a single6minded !ocus on product


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)he same problem was with the all other branches o! HDFC Bank even out

o! the 7one city' )he management is conducting the same research on a big

ground while my contribution is tiny' )hough my sample si"e and

geographical area was de!ined and con!ine to a particular territory but the

application o! output !rom the research are going to be wide'

(ROD4-T S-O(E:

M +tudying the increasing business scope o! the bank'

M *arket segmentation to !ind the potential customers !or the bank'

M )o study how the various products are positioned in the market'

M Corporate marketing o! products'

M CustomersK perception on the various products o! the bank'

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PERFORMANCE

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(ERFOR6,5-E

HDF- Ban> 3imited ,nn*al Report &''?+'!

FI5,5-I,3 (ERFOR6,5-E

%$s' in crores&

For the year ended

*arch 41, 3559 *arch 41, 355E

Deposits and 2ther Borrowings 1:,9;' 15:,44':N

-dvances 9E,EE4'5 4,3'9

)otal #ncome 19,33'9 13,49E'3

7ro!it be!ore Depreciation and )aI 4,:9'3 3,::3'

.et 7ro!it 3,3:'5 1,:95'3

7ro!it brought !orward 3,:;' 1,943'5

)otal 7ro!it available !or -ppropriation ,E19' 4,:33'3

,((RO(RI,TIO5S

)rans!er to +tatutory $eserve :1'3 49;':

)rans!er to eneral $eserve 33': 1:9'5

)rans!er to Capital $eserve 94'9 6

)rans!er to #nvestment Fluctuation $eserve %14'9& 4E':

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7roposed Dividend 3:' 451'4

)aI including +urcharge and ?ducation Cess on Dividend ;3'4 :1'3

?ducation Cess on Dividend paid !or 7rior Jear 5' 5'1

Balance carried over to Balance +heet 4,::' 3,:;'

C&ange pursuant to rec)assification

DIRE-TORS@ RE(ORT

)he Bank posted total income and net pro!it o! $s' 19,33'9 crores and $s' 3,3:'5

crores respectively !or the !inancial year ended *arch 41, 3559 as against $s'

13,49E'3 crores and $s' 1,:95'3 crores respectively in the previous year'

-ppropriations !rom the net pro!it have been e!!ected as per the table given above'

DIIDE5D

Jour Bank has had a consistent dividend policy o! balancing the dual obectives o!

appropriately rewarding shareholders through dividends and retaining capital to

maintain a healthy capital ade


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TO THE 6E6BERSA

Jour Directors have great pleasure in presenting the Fi!teenth -nnual $eport on

the business and operations o! your Bank together with the audited accounts !or

the year ended *arch 41, 3559' during 355E659, your directors are pleased to

recommend a dividend o! 1558 !or the year ended *arch 41, 3559, as against

E:8 !or the year ended *arch 41, 355E' )his dividend shall be subect to taI on

dividend to be paid by the Bank'

,ward)

Jour Bank continued to receive awards and gain recognition !rom leading

domestic and international organi"ations during the !iscal 355E659' +ome o! them

are0

?uromoney -nnual +urvey 0 )he Best local Bank' -lso $anked

1st in $elationship *anagement and 3nd in private banking services overall'

Business #ndia 0 Best Bank 355E'

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Forbes -sia 0 2ne o! the Fab :5 Companies in -sia 7aci!ic' 14 HDFC Bank

Limited -nnual $eport 355E659

DIRE-TORS@ RE(ORT

.asscom #) ser -ward 355E 0 Best #) -doption in the Banking +ector'

-sian Banker ?Icellence in $etail Financial +ervices 0 Best $etail Bank 355E'

-siamoney 0 Best Local Cash *anagement Bank -ward'

*icroso!t > #ndian ?Ipress roup 0 +ecurity +trategist -ward 355E'

orld )rade Center -ward o! Honour 0 For outstanding contribution to

international trade services'

R,TI5GS

)he Bank has its deposit programs rated by two rating agencies 6 Credit -nalysis

> $esearch Limited %C-$?& and Fitch $atings #ndia 7rivate Limited' )he BankKs

FiIed Deposit programme has been rated OC-$? --- %FD&K )riple -G by C-$?,

which represents instruments considered to be Po! the best


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pre6merger level and in line with shareholder and regulatory approvals, during the


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the $B# announced norms in 355: that any stake eIceeding :8 in the private

sector banks would need to be vetted by them'

Currently, #ndia has EE scheduled commercial banks %+CBs& 6 3; public sector

banks %that is with the ,overnment of Indiaholding a stake&a!ter merger o! .ew

Bank o! #ndia in 7unab .ational Bank in 1994, 39 private banks %these do not

have government stake they may be publicly listed and traded on stock

eIchanges& and 41 !oreign banks' )hey have a combined network o! over :4,555

branches and 1;,555 '-Ms' -ccording to a report by #C$- Limited, a rating

agency, the public sector banks hold over ;: percent o! total assets o! the banking

industry, with the private and !oreign banks holding 1E'38 and ':8 respectively

#ntroduction o! many more products and !acilities in the banking sector in its

re!orms measure' #n 1991, under the chairmanship o! * .arasimham, a committee

was set up by his name which worked !or the liberali"ation o! banking practices'

)he country is !looded with !oreign banks and their -)* stations' ?!!orts are

being put to give a satis!actory service to customers' 7hone banking and net

banking is introduced' )he entire system became more convenient and swi!t' )ime

is given more importance than money'

In "../0 t&e 1roo+ings Institution pu*)is&ed a paper entit)ed -&e -ransformation

of t&e 3!S! 1an+ing Industr45 6&at a Long0 Strange -rip It7s 1een!8 3sing a

*reat&ta+ing arra4 of facts and figures0 t&e paper descri*ed in great detai) t&e

3E
http://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Automated_teller_machinehttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Automated_teller_machine


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dramatic c&anges t&at &ad occurred in t&e 3!S! commercia) *an+ing industr4 over

t&e "/ 4ears from ".. to "..9! -&e *an+ing industr4 was transformed during

t&at period0 according to t&e paper (p! "2%0 *4 t&e massive reduction in t&e

num*er of *an+ing organi:ations; t&e significant increase in t&e num*er of

fai)ures; t&e dramatic rise in off


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2ver the two decades 19ER3554, the structure o! the '+' banking industry

indeed underwent an almost unprecedented trans!ormationSone marked by a

substantial decline in the number o! commercial banks and savings institutions and

by a growing concentration o! industry assets among a !ew do"en eItremely large

!inancial institutions' )his is not news' -s mentioned above, the decline in the

number o! banking organi"ations has been ongoing !or more than two decades and

has been well documented in the literature'4 .evertheless, a brie! overview will

serve to clari!y both the scope o! the decline and the increasing concentration o!

assets among the nationKs largest banking organi"ations

45
http://www.fdic.gov/bank/analytical/banking/2006jan/article2/index.html#3%233http://www.fdic.gov/bank/analytical/banking/2006jan/article2/index.html#3%233


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-t year6end 19E, there were 1:,5E banking and thri!t organi"ations %de!ined as

commercial bank and thri!t holding companies, independent banks, and

independent thri!ts&' By year6end 3554, that number had !allen to ;,E3Sa

decline o! almost E percent %!igure 1&' Distributed by si"e, nearly all the decline

occurred in the community bank sector %organi"ations with less than T1 billion in

assets in 3553 dollars&, and especially among the smallest si"e group %less than

T155 million in assets in 3553 dollars&' Jet the community banking sector still

accounts !or 9 percent o! banking organi"ations

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PRODUCTS & SERVICES

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(ROD4-TS = SERI-ES OF HDF

(rod*1t and )ervi1e profile of the organization:+

HDFC Bank o!!ers a bunch o! products and services to meet the every need o! the

people' )he company cares !or both, individuals as well as corporate and small

and medium enterprises' For individuals, the company has a range accounts,

investment, and pension scheme, di!!erent types o! loans and cards that assist the

customers' )he customers can choose the suitable one !rom a range o! products

which will suit their li!e6stage and needs' For organi"ations the company has a

host o! customi"ed solutions that range !rom Funded services, .on6!unded

services, Aalue addition services, *utual !und etc' )hese a!!ordable plans apart

!rom providing long term value to the employees help in enhancing

oodwill o! the company' )he products o! the company are categori"ed into

various sections which are as !ollows0

(er)onal Ban>ing

Saving) ,11o*nt)

Salar2 ,11o*nt)

Saving ,11o*nt)

Fi.ed Depo)it)

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Demat ,11o*nt

Safe Depo)it 3o1>er)

3oan)

-redit -ard)

De0it -ard)

(repaid -ard)

Inve)tment) = In)*ran1e

Fore. Servi1e)

(a2ment Servi1e)

5et Ban>ing

In)ta,lert)

6o0ile Ban>ing

In)taC*er2

,T6

(hone Ban>ing

5RI Ban>ing

R*pee Saving) ,11o*nt)

R*pee Saving ,11o*nt)

R*pee Fi.ed Depo)it)

Foreign -*rren12 Depo)it)

,11o*nt) for Ret*rning Indian)

C*i1> remit ;5orth ,meri1aA 48A E*ropeA So*thea)t ,)ia ;6iddle Ea)tA ,fri1a Bo.

#n todayKs world many companies have emerged who have taken a serious note on

the importance o! market research and he advantages o! using it !or the better

growth and development o! the company' Hence, our competitors are those

companyKs who are in the market research and development !ield as well as the

consultancies, since they also make use o! market research and business

developers'

THE (ROD4-TS ,5D B,58 OF O4R -O6(ETITORS ,RE ,S

FO33O/S:

,# -*)tomer Sati)fa1tion ,nal2)i) :

Customer analysis involves gathering data about the customers and their

characteristics' )hey also conduct tailored customer satis!action surveys to gau"e

customer satis!action'

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B# Ri)>

)hese B-./ are used by the competitors in order to gather eIternal in!ormation

and research the possible e!!ect on the competitiveness o! company'

-# (rod*1t Re)ear1h B,58:

)he conduction o! eItensive product research by this service helps the competitors

to !ind out the marketability o! a product or service' )he research can be utili"ed to

leverage the maor decisions o! a company on the marketing o! its products'

D# ,dverti)ing Re)ear1h B,58:

-dvertising research strives to gain valuable in!ormation about the e!!ects and

reach o! advertising the products in di!!erent !orms o! media'

Given 0elow are the )tep) we follow for ever2 a))ignment we ta>e *p:

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1' )he timetable !or the search is indicated and the search process commences'

3' )arget companies are eIamined, using any prior in!ormation provided by

business development eIecutives in conunction with sources o! in!ormation and

prospective companies already known to us, augmented with original study by our

search team'

4' e maintain a regular channel o! communication with the client to keep them

apprised o! the results emerging'

6,R8ET (ROFI3E OF THE ORG,5I7,TIO5:+

HDFC Bank Limited provides various !inancial products and services' #t operates

in three segments0 $etail Banking, holesale Banking, and )reasury' )he $etail

Banking segment provides various deposit products, including savings accounts,

current accounts, !iIed deposits, and demat accounts' #t also o!!ers auto, personal,

commercial vehicle, home, gold, and educational loans loans against securities,

property, and rental receivables and health care !inance working capital !inance,

construction e


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cards, debit cards, depository, investment advisory, bill payments, and

transactional services' #n addition, this segment sells third party !inancial products,

such as mutual !unds and insurance, as well as distributes li!e and general

insurance products through its tie6ups with insurance companies and mutual !und

houses' )he wholesale banking segment provides loans, non6!und !acilities, and

transaction services to large corporate, emerging corporate, small and medium

enterprise, supply chain, public sector undertaking, central and state government

departments, and institutional customers' #t o!!ers deposit and transaction banking

products, supply chain !inancing, working capital and term !inance, agricultural

loans, and !unded, non6!unded treasury, and !oreign eIchange products' )hese

segments services include trade services, cash management, money market,

custodial, taI collection, and electronic banking' #n addition, it provides

correspondent bank services to co6operative banks, private banks, !oreign banks,

and regional rural banks and wealth management products !or non6resident

#ndians' )he )reasury +ervices segment operates primarily in areas, such as

!oreign eIchange, money market, interest rate trading, and e


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market, HDFC has clients varying !rom investment banking sector, retail, web

designing companies, etc' Due to this rapid development HDFC roup has many

teams working !or the above mentioned sectors

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PROBLEMS AND

FUTURES OF HDFCBANK

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(ROB3E6S OF ORG,5IS,TIO5

-ny event comes with two things' like that there is a head then tail also 'there is a

dark then light also as like i! there is an opportunity with an organi"ation to grow

there is a some barrier which create a wall in its way 'these barrier may be within

or outside the organi"ation which is as !ollows6

;


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F4T4RE OF HDF- B,58:+

)he burden o! reporting and other regulatory re


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1' hat changes in the environment !acing banking can be eIpected in the

neIt !ive to ten yearsU

3' hat are the prospects !or di!!erent sectors o! the banking industry in this

anticipated environmentU Because the banking industry is not monolithic and

di!!erent segments o! the industry have, to some degree, di!!erent opportunities

and vulnerabilities, the study considers separately the prospects !or large, compleI

banking organi"ations regional and other midsi"e banks community banks and

limited6purpose banks'

4' hat policy issues are the industry and regulators likely to !ace in the years

aheadU +eparate consideration is given to

4


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OBJECTIVE OF STUDY


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OBE-TIE OF THE ST4DY

)o !ind out the customer pre!erences while opening +avings -c

)o study brand image o! the bank'

)o increase the business o! the bank'

)o !ind out the satis!action level o! eIisting customer o! the products o!

HDFC Bank'

)o set up the sale o! the products HDFC Bank'

)o !ind out the appropriate promotional scheme !or the products o! HDFC

Bank'

)o !ind out the most appreciated !eatures o! all the products o! HDFC

Bank'

)o !ind out the most reected !eatures o! the products o! HDFC Bank'

)o !ind out the eIpectation o! customers about the products o! HDFC Bank'

)o !ind out the most appreciated product o! HDFC Bank'

:


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RESEARCHMETHODOLOGY


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RESE,R-H 6ETHODO3OGY:

-ccording to Cli!!ord, woody research comprises de!ining and

rede!ining problems, !ormulating hypothesis or suggested solutions

collecting, organi"ing and evaluating data making deductions and

reaching conclusions and at last care!ully testing the conclusions to

determine whether they !it the !ormulating hypothesis'

P*arketing research is the systematic design, collection, analysis and

reporting o! data and !indings and relevant to speci!ic marketing

situations !acing the companyQ'

$esearch is, an original contribution to the eIisting stock o! knowledge

making !or its advancement' #t is the pursuit o! truth with the help o!

study, observation, comparison and eIperiment' #n short, the search o!

knowledge through obectives and systematic method o! !inding

solution to a problem is research' )he systematic approach concerning

generali"ation and the !ormulation o! theory is also research'

;


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TY(ES OF RESE,R-H:

)he basic types o! research are as !ollows R

De)1riptive Re)ear1h: )he maor purpose o! this research is

description o! the state o! a!!airs, as it eIists at present'

,nal2ti1al Re)ear1h:#n this research, the researcher has to use !acts

or in!ormation already available, and analy"e these to make a critical

evaluation o! the material

,pplied Re)ear1h: #t aims at !inding a solution !or an immediate

problem !acing a society or an industrial business organi"ation'

F*ndamental Re)ear1h:#t mainly concerned with generali"ations and

with the !ormulation o! a theory'

C*antitative Re)ear1h:#t is based on the measurement o!


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C*alitative Re)ear1h: #t is concerned with the


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RESE,R-H DESIG5

- research design is the arrangement o! conditioned !or collection and

analysis o! Data in a manner that aims to combine relevance to the

research purpose which economy in procedures

+o it is clear !rom the above de!inition that very !irst step in the process

o! marketing research is systematic design which can be de!ined as a

speci!ication o! methods and procedure !or ac


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S,6(3I5GDESIG5:

- +ample design is a de!inite plan !or obtaining a sample !orm a given

population' #t re!ers to the techni


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3' -.)#C#7-)#A?

7robability sampling

F45-TIO5S OF RE,SER-H DESIG5:

1' +tatement o! evidence needed to solve the problem'

3' -nticipation o! what will be done with data to provide answer to problems'

4' +peci!ication o! evidence !rom where it will be obtained and how'

' +tatement o! basic schemes whereby answers will be revealed and validated'

:' uide !or the Calculation and approval o! the !easibility and cost o! the proect'

:3


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6ETHODSOFD,T,-O33E-TIO5:

)here are two types o! data'

# (RI6,RYD,T,

SE-O5D,RYD,T,

(RI6,RYD,T,:

)he primary data are those, which are collected a!resh and !or the !irst time,

and thus happen to be original in character'

SE-O5D,RYD,T,:

)he secondary data are those which have already been collected by

someone else and which have already been passed through statistical problem'

:4


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)he methods o! collecting primary and secondary data di!!er since primary

data are to be originally collected while in case o! secondary data the nature o!

data collection work is merely that o! compilation'

:


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-O33E-TIO5OF(RI6,RYD,T,: e collect primary data during the course o!

doing eIperiment in an eIperimental research but in case we do research o! the

descriptive type and per!orms surveys, whether sample surveys or census surveys,

then we can obtain primary data either through observation or through direct

communication with respondents in one !orm or another or through personal

interviews this means that there are several methods o! collecting primary data,

particularly in surveys and descriptive researches' )he important ones are R

# Interview method

Thro*gh C*e)tionnaire)

# Thro*gh S1hed*le)

"# O0)ervation 6ethod

::


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-O33E-TIO5 OF SE-TO5D,RY D,T,:

hen the researchers utili"e the secondary data, then he has to look into

various sources !rom where he can obtain them' +econdary data may be either

published data or unpublished data' sually published data are available in R

Aarious publications o! the central, state and local governments'

Aarious publications o! !oreign governments or o! international bodies

and their subsidiary organi"ations'

)echnical and trade ournals'

Books, *aga"ines and newspapers'

$eport and publications o! various associations connected with

business and industry, banks, stock eIchanges etc'

$eports prepared by research scholars, universities, economistKs etc' in

di!!erent !ields'

7ublic record and statistics, historical documents, and other sources o!

published in!ormation'

:


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S,6(3I5G (3,5:

+ince it is not possible to study whole universe, it becomes necessary to

take sample !rom the universe to know about its characteristics'

Sampling 4nit)0 Customers

Sample Te1hni*e0 $andom +ampling'

Re)ear1h In)tr*ment0 +tructured Vuestionnaire'

W-onta1t 6ethod0 7ersonal #nterview'

S,6(3E SI7E:

*y sample si"e !or this proect was 155 respondents' +ince it was not

possible to cover the whole universe in the available time period, it was

necessary !or me to take a sample si"e o! 155 respondents'

:;


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TY(ESOF(RI6,RYD,T,-O33E-TED:

So1ioe1onomi1 -hara1teri)ti1)0

Characteristics are sometimes called Pstates o! beingQ in that they represent the

type o! people' )he !actors on which we are working are occupation' *onthly

transaction is also an important parameter but it is di!!icult to veri!y' -lthough

the amount o! money that business unit earns in a month is an absolute, not a

relative


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Behavior:

Behavior concerns what subects have done or are doing' )hrough the


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,5TI-I(,TIO5

S(E-IFI-,TIO5

DATA ANALYSIS

5


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D,T, ,5,3YSIS

C :/hat i) 2o*r 6onthl2 Tran)a1tion in 2o*r a11o*nt

*onthly

transactions

.o' o! respondents 8 %percentage&

:635 lakhs 3E 3E8

3565 lakhs :9 :98

5 lakhs and above 14 148

)otal 155 1558

-H,RT :

1

0%

10%

20%

30%

40%

50%

60%

70%

05L- 20L 20L - 40L 40L - Above

05L- 20L

20L - 40L

40L - Above


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,5,3YSIS:

:98 respondents gave their answer in 3565 lakhs transactions'

3E8 respondents gave their answer in 5635 lakhs transactions'

148 respondents gave their answer in 5 lakhs and above transactions'

C*e)tion & Do 2o* have a Saving ,11o*nt

$esponse .o' o! respondents 8

Jes 9; 9;8

.o 4 48

-H,RT &:

,nal2)i):9;8 respondents have the saving accounts and only 48 do not have

saving account

3


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Question 3: In Which Bank?

Ban> 5o# of re)pondent)

/otak mahindra 4 48

HDFC 44 448

Co6operative E E8

#C#C# : :8

.ationali"ed 41 418

-H,RT

,nal2)i):E8 have saving account in co6operative, 48 in kotak mahindra, 448

in HDFC, :8 in #C#C#, and 418 in nationali"ed bank'

4


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C*e)tion " /hi1h Fa1tor) do 2o* 1on)ider for opening a Saving)

,11o*nt

5o# of re)pondent)

-ccessibility 15 15

*inimum balance 35 35

DDpay order 14 14

Free che


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,nal2)i): $espondents gave their answer 158 respondents gave their answer in

accessibility, 358 *inimum balance, 14 8 DDpay order,158 Free che


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Re)pon)e 5o# of re)pon)e

7ay order 13 13

DD 33 33

Che


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2utside city 1: 1:

Both :3 :3

)otal 155 155

-H,RT %

,nal2)i): 448 account holder transaction intercity, :3 8 both, and 1:8

outside city'

C*e)tion Doe) 2o*r 0an> a))i)t) 2o* in 1a)e of an2 pro0lem

Re)pon)e 5o# of re)pondent)

Jes

95 95

;

Inter city, 33%

Both, 52%

Outside Ci

ty, 15%


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.o 15 15

)otal 155 155

-H,RT

,nal2)i): 958 say yes bank will assist you in case o! any problem, only 158

say no'

S/OT ,5,3YSIS

STRE5GTH

M $ight strategy !or the right products'

M +uperior customer

E


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' service vs' competitors'

/E,85ESSES

M +ome gaps in range !or certain sectors'

M Customer service sta!! need training'

M reat Brand #mage

M 7roducts have re


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M Fast6track career development opportunities on an industry6wide basis'

M -n applied research centre to create opportunities !or developing techni


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FINDINGS

FI5DI5GSFI5DI5GS

;1


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S466,RY OF FI5DI5GS

)he !inal dra!t o! the


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CONCLUSION

;4


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-O5-34SIO5

-lmost all the Banks o!!er similar !eatures and !acilities with their +avings

accounts' )here are certain reasons !or eIisting customers o! +aving -ccount

o! any Bank to shi!t to another Bank'

)he level o! service in terms o! delivering whatever is promised, !ast response

in case o! problems, is the most important bene!it that the customers seek, !rom

the Bank they have a +aving -ccount with'

1' .etwork reach and visibility o! a Bank is a very important criterion !or the

customer while opening a +aving -ccount' e can also conclude !rom our

analysis that network reach in terms o! Branches and -)*s is directly

proportional to the market share in case o! 7rivate 7layers'

3' #n case o! a new customer, i! a bank approaches it !irst !or opening a +aving

-ccount with them, then there is a good chance !or the bank o! getting

many !uture businesses and cross sales !rom the deal'

4' -ggressive *arketing is the key to increasing the market share in this area,

since the market has a lot o! potential both in terms o! untapped market'

;


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SUGGESTIONS &RECOMMENDATIONS

;:


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RE-O66E5D,TIO5S S4GGESTIO5S

1' Contract +ales ?Iecutive %C+?& should be trained to eIplain the product

!eatures and its value added services to make customerKs product selection

convenient'

3' Contract +ales ?Iecutive %C+?& should recommend right product to the

right customer so as to ensure a high degree o! satis!action among the

customer'

4' )he bank needs to make people aware about there products and the basic

bene!its they can derive out o! it' -nd also the di!!erential !eatures o! its

savings account as compared to other banks';58 o! the people did not

even know about the concept, bene!its and !eatures o! its saving accounts'

' )he bank should also target small business unit !or whom maintenance o!

the -VB is not a problem as this segment is not much penetrated'

:' )hough the bank o!!ers !ree doorstep banking once a day this !act is also

not known to many customers or they still do not trust this service

;


77/85

whatever the reason the bank can populari"e this service to gain an edge

over nationali"ed banks and Co6operative Banks'

' Vuality o! service has been rated highly important by all demo!igureic

!actors as a reason !or banking with a particular bank, +tandard Chartered

needs to improve the services provided to its eIisting customers be!ore

attracting more in the !uture and use word o! mouth as a promotional tool

to increase the sales potential o! its savings account'

;;


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LIMITATIONS OF STUDY

;E


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3I6IT,TIO5 OF THE ST4DY

+ome o! the limitations o! the proect are listed as below0

1' )he time bound period is the maor limitation in research proects'

3' Due to the !inancial and time constraints a cluster analysis o! the population

so as to get better results was not !easible'

4' )he research conduct in Bangalore city only

' #t was di!!icult to break the ice with the common people initially' #t was a

daunting task to convince them to !ill in the personal details o! the


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ANNEXURE

E5


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,55E94RE

C4ESTIO55,IRE

.ame o! $espondent

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Contact .o'

XXXXXXXXXXXXXXXXXXXXXXX

1' *onthly )ransactionU

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

3' Do you have saving -ccountU

%a& Jes %b& .o

4' #! Jes hich bankKs6

o #C#C#

o HDFC

o /otak *ahindra Bank

o .ationali"ed

o 2ther Banks XXXXXXXXXXXXXXXXX

E1


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o Co62perative BanksXXXXXXXXXXXXXXXXXXX

' hich Factors do you consider !or opening a saving -ccount

o -ccessibility

o *inimum Balance

o DD 7ay 2rder

o Free Che


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%a& #nter city %b& #ntra city %c& Both

;' Does your bank assist you in case o! any problem

%a& Jes %b& .o

E' hat are the additional Bene!its do you eIpect !rom a +aving -ccountU

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

X'

DateXXXXXXXXXXXXXXXXXXX 7laceXXXXXXXXXXXXXXXXXX

+ignature

E4


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ANNEXURE

E


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BIBI3IOGR,(HY

# BOO8S = ,4THORS

M *arketing *anagement

5E/S (,(ERS

M )imes o! #ndia

M Financial ?Ipress

# /EBSITES

M www'hd!cbank'com

'www'google'com
http://www.google.com/http://www.google.com/

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