STUDENT’S DECLARATION
TRAINING & PROJECT REPORT ON
HDFC BANK
To
MADURAI KAMARAJ UNIVERSITY, MADURAI
By
Kunal kumar srivastava
HDFC Bank
Conducted at
HDFC BANK
Under the guidance of
VIKRAM KUNTAR
&
RAMKIRAN/HITESH
TO
Is my original work and the same has not been submitted for the award of any degree/
diploma/ fellowship or other similar titles or prizes.
BIBLOGRAPHY………………………………………………………………………….56
CHAPTER-1
INTRODUCTION
General Introduction:-
The project was carried out for understanding the customer preference &
potential.HDFC Bank was established in the year 1994, they are old
player in banking sector, The bank has two principle client segments –
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 Services
bank.
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
Indian banking sector from 1935. After India's independence in 1947, the
A couple of decades later, foreign banks such as Credit Lyonnais started their
Calcutta 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
First of all we must note the fact that these institutions have changed very
many functions unknown to those of former times. The first banks seem to
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
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
kept their boxes or chests of coins on benches or "banken," the name bankers
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
1609, by Hamburg in 1619, and by Nurnberg in 1621. Of these latter the Bank
From the earliest times also, bankers have been the chief agents through
which foreign exchanges have been conducted. As dealers in coin and bullion
in other countries or other cities with whom they had regular business
and banks thus became in time the chief savings institutions of the country.
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
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
With the growth in the Indian economy expected to be strong for quite some
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
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
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
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.
Transformation of the U.S. Banking Industry: What a Long, Strange Trip It’s
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
banking markets.” The paper went on to explain that most of these major
would later confirm the paper’s assessments and its explanation of the course
industry assets among a few dozen extremely large financial institutions. This
organizations has been ongoing for more than two decades and has been well
clarify both the scope of the decline and the increasing concentration of
At year-end 1984, there were 15,084 banking and thrift organizations (defined
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
The burden of reporting and other regulatory requirements will fall heavily and
to
offer bank-like products in competition with banks, raising anew the question
of whether banks are still “special” and, more fundamentally ,whether banks
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
detail reasons for expecting recent trends to continue or to change, and draw
abound, and
events that may now appear fairly improbable may in fact shape the future.
2. What are the prospects for different sectors of the banking industry in this
for large, complex banking organizations; regional and other midsize banks;
3. What policy issues are the industry and regulators likely to face in the years
CHAPTER-2
PROFILE OF THE
ORGANISATION
Reserve Bank of India (RBI). It was one of the first banks to receive an 'in
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
HDFC Bank Limited. The Group's principal activities are to provide banking
and other financial BANK. The Group operates through four segments:
portfolio of the bank and gains or losses on investment operations. The Retail
Banking segment serves retail customers through a branch network and other
delivery channels. This segment raises deposits from customers and makes
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
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
1994.
public on 9.5.95 The Bank opened its first branch in Ramon House at
The Bank has created an efficient operating system using well tested state-of-
the-art software.
1995
HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust on
22nd December,
1996
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
Chennai-based Indian Bank. The Bank has launched the international Maestro
debit card inassociation with Master Card. HDFC Bank will launch its credit
entered into a strategic tie-up with HDFC Bank to provide Net banking BANK
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
Coles Road, RT Nagar, Rajaji Nagar and Jaya Nagar on March 26. HDFC
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
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 total assets 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
HDFC Bank Ltd, was established in the year 1994, as a part of the
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
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 private
sector bank promoted by Bennett, Coleman & Co. / Times Group). With this,
HDFC and Times became the first two private banks in the New Generation
Private Sector Banks to have gone through a merger. In 2008, RBI approved
the amalgamation of Centurion Bank of Punjab with HDFC Bank. With this, the
Deposits of the merged entity became Rs. 1,22,000 crore, while the Advances
were Rs. 89,000 crore and Balance Sheet size was Rs. 1,63,000 crore.
Head Office
HDFC Bank
Mumbai - 400020
Website: www.hdfc.com
Tech-Savvy
of the bank boast of online connectivity with the other, ensuring speedy funds
transfer for the clients. At the same time, the bank's branch network and
The bank makes use of its up-to-date technology, along with market position
Capital Structure
billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms
of equity share, the HDFC Group holds 19.4%. Foreign Institutional Investors
(FIIs) have around 28% of the equity and about 17.6% is held by the ADS
Issue). The bank has about 570,000 shareholders. Its shares find a listing on
the Stock Exchange, Mumbai and National Stock Exchange, while its
American Depository Shares are listed on the New York Stock Exchange
department of the organization consists of the people who employ the Persons
who they think would be able to do justice with the job handled.The
manager of the organization. They preside the organization and control all the
operations of the organization such that the organization could run in a smooth
the various employees Who execute the job undertaken by them. The
the telecallers, various staffs and junior staffs who are the main structural
framework of the organization. The organization thus runs with the effective
over the subordinate employees to give them directions about fulfilling their
industrial projects. The mission of the division is aimed towards the verification
manufacturing plants.
H R Department:
HDFC Human Resources department plans and direct for the employee
Hiring
Promotions
Reassignments
Salary determination
Policy development
Workers’ compensation
Finance Department:
The Finance Manager is responsible for all aspects of the accounting and
the HDFC financial policies, directives and procedures and the initiation of the
The Marketing Consultancy Department plays and important role within the
base for management decisions. The division also assists projects sponsors in
Research Department:
composing units i.e., the market research unit, economic studies unit, and
statistical studies unit. It is the mission of the division to provide support BANK
for information and consultancy to the senior management and division in the
the departments and the employees in the hierarchical order so that they are
able to perform their functions and duties smoothly and effectively doing their
department. The executive department is a link from the top and the bottom
comprising of the lower level employees such that they work together to fulfill
the common objective of getting business from the persons who get in touch
with them and see to it that they are provided with the best of the BANK which
lower level employees and the corporate financial consultants work together to
see to it that the database for providing financial BANK to sufficient number of
people is made .They work together to see to it that this database is followed
and worked upon such that more and more number of people get themselves
avail the financial BANK of the organization. Team leaders who form the part
of the administrative department of the Organization make sure that the clients
that turn up for the financial BANK are dealt with most efficiently and
effectively.
The organizational structure is well planned out and it follows a simple format
which is follows:
Organization Chart:-
Each team lead has a team comprising only of both senior as well as junior
market research analyst who aid the team lead in the entire market research
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
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
Personal Banking
Savings Accounts
Salary Accounts
Saving Accounts
Fixed Deposits
Demat Account
Loans
Credit Cards
Debit Cards
Prepaid Cards
Forex Services
Payment Services
NetBanking
InstaAlerts
MobileBanking
InstaQuery
ATM
PhoneBanking
NRI Banking
In today’s world many companies have emerged who have taken a serious
the better growth and development of the company. Hence, our competitors
are those company’s 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.
Customer analysis involves gathering data about the customers and their
B. Risk
company.
of its products.
Advertising research strives to gain valuable information about the effects and
take up:
1. The timetable for the search is indicated and the search process
commences.
accounts. It also offers auto, personal, commercial vehicle, home, gold, and
finance, and warehouse receipt loans, as well as credit cards, debit cards,
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
medium enterprise, supply chain, public sector undertaking, central and state
transaction banking products, supply chain financing, working capital and term
private banks, foreign banks, and regional rural banks; and wealth
market, interest rate trading, and equities. As of March 31, 2009, HDFC Bank
had a network of 1,412 branches and 3,295 automated teller machines in 528
cities in India. The company was founded in 1994 and is based in Mumbai,
India.
keep in touch with the rapid development. By analyzing the growing concerns
of the market, HDFC has clients varying from investment banking sector,
retail, web designing companies, etc. Due to this rapid development HDFC
Group has many teams working for the above mentioned sectors.
quality and service excellence would help us get there. Today, we are proud to
CHAPTER-3
DISCUSSIONS
ON
TRAINING
The work profile of the student or the roles and responsibilities that are being
The first day and during the first week of the internship programmed the new
financial health check, analyzing and giving them financial planning how their
net asset value will be increase and how they fulfill their short-term and long-
term financial goal so that it can be assessed that which ACCOUNT they need
• The student calls people according to the leads and database created
from my regular job profile and reporting the same to my team leader at HDFC
BANK.
• I use all the financial knowledge that has been given by the
particular account.
• Must educate the clients about risks and various possible scenarios so
The office of HDFC BANK is blessed by brilliant and skilled professionals and
team leader who have the responsibility of handling the Financial Corporate
Consultants. The team leader provides the particular day’s plan of action and
then guide show to go about for executing the plan of action successfully .Till
valuable suggestions and insights of the team leader. This prepares him for
the day’s 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
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
provide to him.
CHAPTER-4
STUDY OF
SELECTED
RESEARCH
PROBLEM
PROBLEM DEFINATION:
Sales Executives were with good background human being and through
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
the sales
executives.
RESEARCH OBJECTIVES:
To find out the customer preferences while opening Savings A/c.
Primary data source: All the people from different profession were personally
visited and Interviewed. They were the main source of Primary data. The
structured questionnaire.
SAMPLING PLAN:
SAMPLE SIZE:
My sample size for this project was 100 respondents. Since it was not possible
to cover the whole universe in the available time period, it was necessary for
RESEARCH LIMITATIONS:
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
The area of research was Bangalore and it was too vast an area to cover
within 60 days.
All the findings and conclusions obtained are based on the survey done in the
working area within the time limit. I tried to select the sample representative of
the whole group during my job training. I have collected data from people
Chart 1:
70%
60%
50%
05L- 20L
40%
20L - 40L
20%
10%
0%
05L- 20L 20L - 40L 40L - Above
Analysis:
transactions.
Question 2
Chart 2:
3%
97%
Yes No
Analysis: 97% respondents have the saving accounts and only 3% do not
Question 3
In Which Bank?
HDFC 33 33%
Co-operative 48 48%
ICICI 5 5%
Nationalized 31 31%
Chart 3
Kotak Mahindra
Bank, 3%
HDFC, 33%
Co- Operative
Bank, 48%
ICICI, 5%
Nationalized, 31%
Question 4
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 7
Cheque 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
Chart 4
Accessibility
20
Minimum
18
balance
16 DD/pay order
14 Free cheque
12
Debit card
10
Cash deposit
8
6 Cheque pick up
4 Net banking
2 Mobile banking
0
At per cheque
Analysis: NEFT
Respondents gave their answer
Cheque pick up, 16% Net banking, 7% Mobile banking, 3% At per cheque, 2%
NEFT, 2% RTGS.
Question 5
DD 22 22
Cheque 76 76
Total 100 100
Chart 5
DD, 32%
Cheque, 76%
Analysis:
12% Response in pay order, 32% like DD, and 76 % costumer want from
cheque mode.
Question 6
Intercity 33 33
Outside city 15 15
Both 52 52
Chart 6
Both, 52%
, 15%
e City
Outsid
Analysis:
33% account holder transaction intercity, 52 % Both, and 15% outside city.
Question 7
Chart 7
10%
90%
Yes No
Analysis:
90% say yes bank will assist you in case of any problem, only 10% say no.
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
Finally the data collected was fed into the data analysis to be analyzed
Socioeconomic Characteristics:
the type of people. The factors on which we are working are occupation.
absolute, not a relative quantity but it is a sensitive topic in our society and
it is difficult to determine.
Attitudes/Opinions:
the marketing literature, since it is generally thought that the attitudes are
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
Behavior:
Behavior concerns what subjects have done or are doing. Through the
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
Versatility:
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
CHAPTER 5
SUMMARY
AND
CONCLUSIONS
Almost all the Banks offer similar features and facilities with their Savings
customers seek, from the Bank they have a Saving Account with.
from our analysis that network reach in terms of Branches and ATMs is
Saving Account with them, then there is a good chance for the bank of
getting many future businesses and cross sales from the deal.
area, since the market has a lot of potential both in terms of untapped
market .
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
people did not even know about the concept, benefits and features of
4. The bank should also target small business unit for whom maintenance
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
customers before attracting more in the future and use word of mouth
account.
LIMITATIONS
4. It was difficult to break the ice with the common people initially. It was a
occupation etc.
difficult.
QUESTIONNAI
RE-
Name of Respondent
_________________________________
Contact No.
_______________________
1. Monthly Transaction?
________________________________________________
o ICICI
o HDFC
o Nationalized
o Co-Operative Banks___________________
Cheque Pick up
o Accessibility o Net Banking
o Mobile Banking
o At Par Cheques
o Minimum Balance o NEFT
o RTGS
o DD/ Pay Order
o Free Cheque
o Debit Card
o Cash Deposit
8.. What are the additional Benefits do you expect from a Saving Account?
_____________________________________________________________
_____________________________________________________________
___________________.
Date___________________
Place__________________
Signature
BIBLIOGRAPHY
1.BOOKS & AUTHORS
· Marketing Management
2. NEWS PAPERS
· Times of India
· Financial Express
3. WEBSITES
· www.hdfcbank.com
www.google.com