Embed Size (px)
Citation preview
CHAPTER1- INTRODUCTION
1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS”
At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by Meeting
Customers” for my project work. The selection of the topic was to know how the company
generates business through them.
Sales Executives are those sources of a company who have their own relations and personal
contacts among common public that they use to generate business through. Company has certain
criteria to recruit these Sales Executives. The steps are as follows.
• He should be at least 12th passed.
• He should have good personal contacts.
• He should have convincing power.
• He should be above 18th year old.
Once he through all these steps of recruitment, he becomes the Sales Executive of the
company and reserve the right to sale the various products to any prospect client also he is paid the
commission a certain percentage. There are some reward and tour package also.
1.2 REASON FOR SELECTION OF THIS TOPIC:
The financial sector is one of the booming and increasing sectors in India. The Sales
Executives are one of the most powerful, efficient and effective channel through which the
company sales its various types of financial products. It is really difficult to convince customers
and sell a single product but since these executives have their own personal contacts which make
the entire task easier to sell a product.
1.3 LEARNING FROM THE STUDY:
• The process of recruitment for Sales Executives of HDFC Bank.
• Different products and services provided by the bank.
• Customers’ perception about the different products.
• The brand image of the bank.
• What are the problems faced by these sales executives daily basis.
• How to communicate with the customers.
• Different techniques of dealing with the customers.
• How to convince and convert a customer into a real customer
CHAPTER 2-ORGANIZATION PROFILE
2. COMPANY HISTORY
2.1 FORMATION OF THE COMPANY
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank
in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in
1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited',
with its registered office in Mumbai, India. HDFC Bank commenced operations as a
Scheduled Commercial Bank in January 1995.
• PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track record
in India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in the
financial markets, a strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
• BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.
• CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is
Rs 424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about
17.6% of the equity is held by the ADS Depository (in respect of the bank's American
Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional
Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on the Stock
Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares
are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.
• TIMES BANK AMALGAMATION
In a milestone transaction in the Indian banking industry, Times Bank Limited (another
new private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with
HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved by
the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received 1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added
significant value to HDFC Bank in terms of increased branch network, expanded geographic reach,
enhanced customer base, skilled manpower and the opportunity to cross-sell and leverage
alternative delivery channels.
• DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of
over 1229 branches spread over 444 cities across India. All branches are linked on an online real-
time basis. Customers in over 120 locations are also serviced through Telephone Banking. The
Bank's expansion plans take into account the need to have a presence in all major industrial and
commercial centers where its corporate customers are located as well as the need to build a
strong retail customer base for both deposits and loan products. Being a clearing/settlement bank
to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE
has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic and international
Visa/Master Card, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge
cardholders.
• MANAGEMENT
Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr.
Capoor was a Deputy Governor of the Reserve Bank of India.
The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years
and Before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad head various
businesses and functions and report to the Managing Director. Given the professional expertise of
the management team and the overall focus on recruiting and retaining the best talent in the
industry, the bank believes that its people are a significant competitive strength.
• TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology
and communication systems. All the bank's branches have online connectivity, which enables the bank
to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail
customers through the branch network and Automated Teller Machines (ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. The Bank's business is
supported by scalable and robust systems which ensure that our clients always get the finest
services we offer.
The Bank has prioritized its engagement in technology and the internet as one of its key
goals and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and technology to
create a competitive advantage and build market share.
• BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values – Operational
Excellence, Customer Focus, Product Leadership and People.
• RATING
I. Credit Rating
The Bank has its deposit programs rated by two rating agencies - Credit Analysis &
Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed Deposit
programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments
considered to be "of the best quality, carrying negligible investment risk". CARE has also rated the
bank's Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for
repayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary of
Fitch Inc.) has assigned the "tAAA (ind )" rating to the Bank's deposit programme, with the
outlook on the rating as "stable". This rating indicates "highest credit quality" where "protection
factors are very high".
The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE
and Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds
rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the
subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (ind)"
with the outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]" for
the Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned the rating "AAA /
Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. In each of the
cases referred to above, the ratings awarded were the highest assigned by the rating agency for
those instruments?
II. Corporate Governance Rating
The bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating Information
Services of India Limited (CRISIL). The rating provides an independent assessment of an entity's
current performance and an expectation on its "balanced value creation and corporate governance
practices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating which indicates
that the bank's capability with respect to wealth creation for all its stakeholders while adopting
sound corporate governance practices is the highest
2.2 PRODUCT SCOPE:
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:
• Accounts and deposits.
• Loans.
• Investments and Insurance.
• Forex and payment services.
• Cards.
• Customer center.
2.3 PRODUCTS AND SERVICES AT A GLANCE
1. PERSONAL BANKING
A. Accounts & Deposits
- Regular Savings Account
- Savings Plus Account
- Savings Max Account
- Senior Citizens Account
- No Frills Account
- Institutional Savings Account
- Payroll Salary Account
- Classic Salary Account
- Regular Salary Account
- Premium Salary Account
- Defence Salary Account
- Kid's Advantage Account
- Pension Saving Bank Account
- Family Savings Account
- Kisan No Frills Savings Account
- Kisan Club Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current Account
- Regular Current Account
- Apex Current Account
- Max Current Account
- Reimbursement Current Account
- RFC – Domestic Account
- Regular Fixed Deposit
- Super Saver Account
- Sweep - in Account
- HDFC Bank Preferred
- Private Banking
B. Loans
- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
- Commercial Vehicle Finance
- Working Capita Finance
- Construction Equipment Finance
- Offers & Deals
- Customer Center
C. Investments & Insurance
- Mutual Funds
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar
D. Forex Services
- Trade Finance
- Travelers’ Cheques
- Foreign Currency Cash
- Foreign Currency Drafts
- Foreign Currency Cheque Deposits
- Foreign Currency Remittances
- Cash To Master
- Forex Plus Card
E. Payment Services
- Net Safe
- Prepaid Refill
- Bill Pay
-Direct Pay
- Visa Money Transfer
- E-Monies Electronic Funds Transfer
- Excise & Service Tax Payment
F. Access Your Bank
- One View
- Insta Alerts
- Mobile Banking
- ATM
- Phone Banking
- Branch Network
G. Cards
- Silver Credit Card
- Gold Credit Card
-Woman's Gold Credit Card
- Platinum plus Credit Card
- Titanium Credit Card
- Value plus Credit Card
- Health plus Credit Card
- HDFC Bank Idea Silver Card
- HDFC Bank Idea Gold Card
- Compare Cards
- Transfer & Safe
- Track your Credit Card
H. Get More from Your Card
- Offers & Savings
- My Rewards
- Insta Wonderz
- Add-On Cards
- Credit Card Usage Guide
- Easy EMI
- Net safe
- Smart Pay
- Secure Plus
- My City Benefit Card
- Debit Cards
- Easy Shop International Debit Card
- Easy Shop Gold Debit Card
- Easy Shop International Business Debit Card
- Easy Shop Woman's Advantage Debit Card
- Prepaid Cards
- Forex Plus Card
- Kisan Card
I. Customer Centre
- Offers & Deals
- Winners of Contests & Promotions
2. Wholesale Banking
A. Corporate
Funded Services
Non Funded Services Value Added Services Internet Banking
B. Small & Medium Enterprises
Funded Services
Non-Funded Services
Specialized Services
Internet Banking
C. Financial Institutions & Trusts
Banks
Financial Institutions
Mutual Funds
Stock Brokers
2.3. MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class
Indian Bank". They realized that only a single-minded focus on product quality and service
excellence would help us get there. Today, they are proud to say that they are well on our way
towards that goal.
It is extremely gratifying that their efforts towards providing customer convenience have
been Appreciated both nationally and internationally
• 2007
Business Today-Monitor Group survey One of India's "Most Innovative
Companies".
Financial Express-Ernst & Young Award Best Bank Award in the Private Sector
Category.
Global HR Excellence Awards - Asia
Pacific HRM Congress:
Business Today
‘Employer Brand of the Year 2007-
2008’-Award- First Runner-up.
‘Best Bank Award’.
Dun & Bradstreet – American Express
Corporate Best Bank Award 2007
‘Corporate Best Bank’-Award.
The Bombay Stock Exchange and
Nasscom
Foundation's Business for Social
Responsibility Awards 2007
‘Best Corporate Social Responsibility
Practice’ Award.
Outlook Money & NDTV Profit Best Bank Award in the Private sector
Category.
The Asian Banker Excellence in Retail
Financial Services Awards
Best Retail Bank in India.
Asian Banker Managing Director Aditya Puri won the
Leadership achievement Award for India.
• 2006
Business Today Best Bank in India.
Forbes Magazine One of Asia Pacific's Best 50 companies.
Business world Best listed Bank of India.
The Asset Magazine's Triple A Country Awards Best Domestic Bank
Asia money Awards Best Local Cash Management Bank in
Large and Medium segments.
Euro money Awards "Best Bank" in India.
• 2005
Asia money Awards Best Domestic Commercial Bank
Asia money Awards Best Cash Management Bank – India.
The Asian Banker Excellence Retail Banking Risk Management
Award in India.
Hong Kong-based Finance Asia magazine Best Bank in India
Economic Times Awards "Company of the Year" Award for
Corporate Excellence.
The Asset Triple A Country Awards Best Domestic Bank in India Region -
2005
The Business Today-KPMG Survey Best Local Cash Management Bank in
India US$11-100m – 2005
The Business Today-KPMG Survey "Best Bank in India" for the third
Consecutive year in 2005.
Economic Times - Avaya Global Connect
Customer Responsiveness Awards
"Most Customer Responsive Company -
Banking and Financial Services – 2005
• 2004
Asia money Awards Best Local Cash Management Bank in
India US$11-100m
Asia money Awards Best Local Cash Management Bank in
India >US$501m
Asia money Awards Best Local Cash Management Bank in
India 1989-2004 (poll of polls)
Asia money Awards Best Overall Domestic Trade Finance
Services in India – 2004
Asia money Awards Most Improved company for Best
Management Practices in India – 2004
Business World One of India's Most Respected
Companies – 2004
Forbes Global Best Under a Billion, 100 Best Smaller
Size Enterprises in Asia/Pacific and
Europe – 2004
Asian Banker Awards Operational Excellence in Retail
Financial Services – 2004
The Asset Triple A Country Awards Best Domestic Bank in India – 2004
• 2003
Forbes Global Best Under a Billion, 200 Best Small
Companies – 2003
The Asset Triple A Country Awards Best Domestic Bank in India -2003
Business World - The Business World Most
Respected Company Awards
One of India's Most Respected
Companies
The Asset magazine Best Cash Management Bank
The Asset magazine Best Trade Finance Bank
FE-Ernst & Young Best Banks Survey Best New Private Sector Bank - 2003
Outlook Money Best Bank in the Private Sector – 2003
Business Today Best Bank in India -2003
NASSCOM & economictimes.com - IT
Users Awards
Best IT User in Banking -2003
• 2002
Hong Kong-based Finance Asia magazine Best Local Bank – India
Hong Kong-based Finance Asia magazine "Best Local Bank - India"
Euro money magazine "Best Bank in India
Asia money magazine Commercial Bank in India 2002
• 2001
Hong Kong-based Finance Asia magazine Best Domestic Commercial Bank – India
Hong Kong-based Finance Asia magazine "Best Domestic Commercial Bank -
India
Euro money magazine "Best Bank in India
Forbes Global Named in The 300 Best Small
Companies one of the "20 for 2001" best
FE-E&Y Best Banks small companies
The Economic Times Awards for Corporate Excellence as the
Emerging Company of the Year
• 2000
Hong Kong-based Finance Asia magazine Best Domestic Commercial Bank – India
Hong Kong-based Finance Asia magazine “Best Domestic Commercial Bank –
India”
Euro money magazine Best Domestic Bank
Business India “India 's Best Bank"
Forbes Global Named in The 300 Best Small
Companies one of the "20 for 2001" best
FE-E&Y Best Banks small companies
2.4. MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29. The Boards
of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and
approved, subject to due diligence, the share swap ratio for the proposed merger of Centurion
Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange
ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab.
The combined entity would have a nationwide network of 1,148 branches (the largest amongst
private sector Banks) a strong deposit base of around Rs. 1,200 billion and net advances of
around Rs. 850billion. The balance sheet size of the combined entity would be over Rs. 1,500
billion.
Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, “We
were amongst the first to get a banking license, the first to do a merger in the private sector with
Times Bank in 1999, and now if this deal happens, it would be the largest merger in the private
sector banking space in India. HDFC Bank was looking for an appropriate merger opportunity that
would add scale, geography and experienced staff to its franchise. This opportunity arose and we
thought it is an attractive route to supplement HDFC Bank’s organic growth. We believe that
Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent and approach
to business.”
Mr. Aditya Puri, Managing Director, HDFC Bank said, “These are exciting times for
the Indian banking industry. The proposed merger will position the combined entity to
significantly exploit opportunities in a market globally recognized as one of the fastest growing.
I’m particularly bullish about the potential of business synergies and cultural fit between the two
organizations. The combined entity will be an even greater force in the market.”
Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, “Over the last few
years, Centurion Bank of Punjab has set benchmarks for growth. The bank today has a large
nationwide network, an extremely valuable franchise, 7,500 talented employees, and strong
leadership positions in the market place. I believe that the merger with HDFC Bank will create a
world class bank in quality and scale and will set the stage to compete with banks both locally as
well on a global level.”
Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab
said, “We are extremely pleased to receive the go ahead from our board to pursue this opportunity.
Amerger between the banks provides significant synergies to the combined entity. The proposed
merger would further improve the franchise and customer proposition offered by the individual
banks.”
2.5 FINANCIAL FIGURE
UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008
Particulars Quarter
ended
30.06.08
Quarter
ended
30.06.07
Year
ended
31.03.08
Unaudited Unaudited Audited
1
2
Interest Earned (a)+(b)+(c)+(d)
a) Interest/discount on advances/bills
b) Income on Investments
c) Interest on balances with Reserve
Bank of India and other interbank funds
d) Others
Other Income
A) TOTAL INCOME (1) + (2)
362173
263638
95121
2426
988
59342
421515
206916
145362
56047
5337
170
57254
1011500
696673
287204
27239
384
228315
3
4
5
6
7
8
9
10
11
12
13
14
15
Interest Expended
Operating Expenses (i) + (ii)
i) Employees cost
ii) Other operating expenses
B) TOTAL EXPENDITURE (4)+(5)
(excluding Provisions & Contingencies)
Operating Profit before Provisions and
Contingencies (3) -(6)
Provisions (Other than tax) and
Contingencies
Exceptional Items
Profit / (Loss) from ordinary activities
before tax (7-8-9)
Tax Expense
Net Profit / (Loss) from Ordinary
Activities after tax (10-11)
Extraordinary items (net of tax expense)
Net Profit / (Loss) (12-13)
Paid up equity share capital (Face Value of
189826
128938
54058
74880
318764
102751
34447
-
68304
21869
46435
-
46435
42462
264170
108364
77438
28388
49050
185802
78368
30712
-
47656
15533
32123
-
32123
33319
1239815
488712
374562
130135
244427
863274
376541
148478
-
228063
69045
159018
-
159018
35443
16
17
Rs.10/- each)
Reserves excluding revaluation reserves
(as per balance sheet of previous
accounting year)
Analytical Ratios
(i) Percentage of shares held by
Government of India
(ii) Capital Adequacy Ratio
(iii) Earnings per share (Rs.)
(a) Basic EPS before & after extraordinary
items (net of tax expense) –not annualized
(b) Diluted EPS before & after
extraordinary items (net of tax expense)
-not annualized
(iv) NPA Ratios
(a) Gross NPA
(b) Net NPA
(c) % of Gross NPA to Gross Advances
(d) % of Net NPA to Net Advances
(v) Return on assets (average) - not
annualized
Public Shareholding
- No. of shares
- Percentage of Shareholding
-
NIL
12.2%
11.0
10.8
150274
49607
1.5%
0.5%
0.3%
342173776
80.6%
-
NIL
13.1%
1 0.0
1 0.0
71016
21424
1.3%
0.4%
0.3%
250744008
75.3%
1114280
NIL
13.6%
4 6.2
4 5.6
90697
29852
1.3%
0.5%
1.3%
27198992
076.7%
2.6 QUALITY POLICY
• SECURITY: The bank provides long term financial security to their policy. The bank does this
by offering life insurance and pension products.
• TRUST: The bank appreciates the trust placed by their policy holders in the bank.
Hence, it will aim to manage their investments very carefully and live up to this trust.
• INNOVATION: Recognizing the different needs of our customers, the bank offers a range of
innovative products to meet these needs.
• INTEGRITY
• CUSTOMER CENTRIC
• PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE”
• TEAM WORK
• JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF
RESEARCH
PROJECT
3.1 PROBLEM DEFINATION:
Sales Executives were with good background human being and through rigorous process of
recruitment but still not able to perform up to the expectation level of company, HR is not able to
sort out the problem why the performance is not coming even after giving the full marketing
support. The communication technique and dealing with the customers is also a problem to the
sales executives.
3.2 OBJECTIVES OF RESEARCH PROJECT:
3.2.1 PRIMARY OBJECTIVES:
• To open new savings accounts by convincing customers and to promote the benefits of those
which are provided by the bank?
• To find the different way of convincing customers.
• To study brand image of the bank.
• To increase the business of the bank.
3.2.2 SECONDARY OBJECTIVES:
•To determine the need and purpose of a sales executive.
• To understand the deciding criteria for people to become sales executive.
• To offer suggestions based upon the findings.
3.3 GEOGRAPHICAL SCOPE:
The same problem was with the all other branches of HDFC Bank even out of the Pune city. The
management is conducting the same research on a big ground while my contribution is tiny.
Though my sample size and geographical area was defined and confine to a particular territory but
the application of output from the research are going to be wide.
3.4 PRODUCT SCOPE:
• Studying the increasing business scope of the bank.
• Market segmentation to find the potential customers for the bank.
• To study how the various products are positioned in the market.
• Corporate marketing of products.
• Customers’ perception on the various products of the bank
CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS
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 of the 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 company’s database and website of the company.
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 sample size of200
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.
4.6 RESEARCH LIMITATIONS:
It was not possible to understand thoroughly about the different marketing aspects of the
Financial Consultant within 60 days.
As stipend, money was not given it was difficult to continue the project work.
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 60 days.
CHAPTER-5 DATA ANALYSIS, INTERPRETATION AND
PRESENTATION
Q1. Your Age?
TABLE
Serial No. Age Category Number of Respondents Percentage
1. 18-23 Years 40 20%
2. 24-29 Years 70 35%
3. 30-35 Years 60 30%
4. 35 Years and above 30 15%
Total 200 100%
Base 200 respondents
Q2. Marital Status?
TABLE
Sr. No. Category No. of Respondents Percentage
1. Married 140 70%
2. Unmarried 60 30%
Total 200 100%
Q3. Your annual household income?
TABLE
Sr. No. Category No. of Respondents Percentage
1 Less than 2 lacs 98 49%
2 Less than 2 lacs 62 31%
3 Between 5 to 8 lacs 30 15%
4 More than 8 lacs 10 5%
200 100%
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
6.1 CONCLUSIONS:
HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has
good number of employees on board and is recruiting Sales Executives heavily to take the
headcount to many more. It is on the brim of increasing its customers through its attractive
schemes and offer. The project opportunities provided was market segmentation and identifying
prospective customers in potential geographical location and convincing them to open an account
so that new Business Opportunities of the bank can be explored. Through this project, it could be
concluded that people are not much aware about the various products of the bank and many of
them not interested to open an account at all. services was considered as unsought good which
require hard core selling, but in changing trend in income and people becoming financially literate,
the demand for banking sector is increasing day by day. According to my findings Company’s
promotional activities for recruiting sales executives are also very less. So, at last the conclusion is
that there is tough competition ahead for the company from its major competitors in the banking
sector.
Last but not the least I would like to thank HDFC Bank for giving me an opportunity to
work in the field of Marketing. I hope the company finds my analysis relevant.
6.2 SUGGESTIONS:
Finally some recommendations for the company are as follows:-
• To make people aware about the benefit of becoming HDFC Bank’s Sales Executive, following
activities of advertisement should be done through 1.Print Media.2.Hoarding & Banners.3.Stalls in
Trade Fares4.Distribution of leaflets containing details information..
• The bank should provide life time valid ATM card to all its customers.
• Minimum balance for savings account should be reduced from Rs 5000 to Rs1000, so that people
who are not financially strong enough can maintain their account properly
• The company should provide a pass book to all its customers
• Make people understand about the various benefits of its products.
• Company should organize the program in the society, so that people will be aware about the
company and different products of the bank
• Company should open more branches in different cities.
CHAPTER7- LIMITATIONS
LIMITATIONS:
Every work has its own limitation. Limitations are extent to which the process should not
exceed. Limitations of this project are:-
• The project was constrained by time limit of two months.
• Mindset of people may vary depending upon their age, gender, income etc.
• Getting appointment from the concern person was very difficult.
• People mind set about the survey was an obstacle in acquiring complete information & positive
interaction.
• Respondents were very busy in their schedule. So it was very time consuming for them to answer
all the questions properly.
BIBLIOGRAPHY
Books Authors
• Marketing Management (10th Edition) Philip Kotler
• Marketing Management (3rd Edition) V.S. Ramswami
• Research Methodology (2nd Edition) C.R. Kothari
• Research Methodology S.P. Kasande
2. NEWS PAPERS
• Times of India
• Financial Express
3. WEBSITES
• www.hdfcbank.com
• www.google.com
• www.citefin.com/profile.php?do=editprofile
