ACKNOWLEDGEMENT
I consider it pleasant privilege to express my heartiest gratitude and indebtedness to those who have assisted me towards the completion of my project report.
I am very much thankful to Mr. Vineet Pandoh Manager, Reliance Money Limited, for making me capable of conducting such a study. I would also like to express my gratitude towards my Faculty Guide Ms. Prabhdeep Kaur who helped me to complete the project.
Under her able guidance I have increased my capacity to understand and work in a demanding environment.
I owe my special regards to God, my Parents and my elders for their blessings and good wishes.
PREFACE
The successful completion of this project was a unique experience for me because by visiting many place and interacting various persons, I achieved a better knowledge about sales. The experience which I gained by doing this project is being submitted which contain detailed analysis of the research under taken by me.
The research provides an opportunity to the student to devote his/her skills, knowledge and competencies required during the technical session.
CHAPTER1- INTRODUCTION
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.
10
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is Rs424.6 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'.
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/MasterCardVisa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.
11
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 experiencein 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.
12
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 governancepractices" 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.
13
Accounts and deposits. Loans. Investments and Insurance. Forex and payment services. Cards. Customer center.
14
15
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 Capital 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 -ForexPlus Card
16
E. Payment Services -Net Safe Prepaid Refill Bill Pay -Direct Pay -Visa Money Transfer
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
17
-My City Benefit Card Debit Cards -Easy ShopInternational Debit Card -Easy Shop Gold Debit Card -Easy ShopInternational Business Debit Card -Easy ShopWoman's Advantage Debit Card Prepaid Cards Forex Plus Card -Kisan Card
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
18
HDFC Bank began operations in 1995 with a simple mission: to be a"World-class Indian Bank". Having a single-minded focus on product quality and service excellence, they are well on the way towards that goal. 2012 IDRBT Banking Technology Excellenc e Awards 2011-12 Asia Money 2012 Best Bank in 'IT for Operational Effectiveness' category
India's Top 500 Best Bank in India Companies -Dun & Bradstreet Corporate Awards Finance Asia UTI Mutual Fund CNBC TV 18 Financial Advisor Awards 2011 - Best Managed Company - Best CEO - Mr. Aditya Puri - Best Performing Bank - Private
Asian Banker - Best Retail Bank in India International - Best Bancassurance Excellence in Retail - Best Risk Management Financial Services Awards 2012
19
2011 Outlook Money Best Bank Award 2011 Best Commercial Vehicle Financier - Best Bank - Runner Up
Businessworld Best - Best Bank Bank award BCI Continuity & Resilience Award Financial Express Best Bank Survey 2010-11 - Most Effective Recovery of the Year - Best in Strength and Soundness - 2nd Best in the Private Sector
CNBC TV18's Best - Best Bank Bank & Financial - Mr. Aditya Puri, Outstanding Finance Professional Institution Awards Dun & Bradstreet Banking Awards 2011 Best Private Sector Bank - SME Financing
ISACA 2011 award Best practices in IT Governance and IT Security for IT Governance IBA Productivity Excellence Awards 2011 New Channel Adopter (Private Sector)
20
DSCI (Data Security in Bank Security Council of India) Excellence Awards 2011 Euromoney Awards Best Bank in India for Excellence 2011 FINANCE ASIA Country Awards 2011: India Asian Banker BloombergUTV's Financial Leadership Awards 2011 IBA Banking Technology Awards 2010 - BEST BANK - BEST CASH MANAGEMENT BANK - BEST TRADE FINANCE BANK Strongest Bank in Asia Pacific Best Bank
Winner 1) Technology Bank of the Year 2) Best Online Bank 3) Best Customer Initiative 4) Best Use of Business Intelligence 5) Best Risk Management System Runners Up Best Financial Inclusion Excellence in Customer Experience
Businessworld Best Best Bank (Large) Bank Awards 2010 Teacher's Achievement Awards 2010 (Business) Mr. Aditya Puri
21
The Banker and PWM 2010 Global Private Banking Awards Economic Times Awards for Corporate Excellence 2010 Forbes Asia NDTV Business Leadership Awards 2010 The Banker Magazine MIS Asia IT Excellence Award 2010 Dun & Bradstreet Banking Awards 2010 Institutional Investor Magazine Poll
Bank Best Private Sector Bank in SME Financing HDFC Bank MD, Mr. Aditya Puri among "Asian Captains of Finance 2010"
IDRBT Technology Winner - 1) IT Infrastructure 2) Use of IT within the Bank 2009 Awards Runners-up - IT Governance (Large Banks) ACI Excellence Awards 2010 FE-EVI Green Business Leadership Award Highly Commended - Asia Pacific HDFC Bank Best performer in the Banking category
22
Avaya Global Connect 2010 Forbes Top 2000 Companies Financial Express Ernst & Young Survey 2009-10
Customer Responsiveness Award - Banking & Financial Services category Our Bank at 632nd position and among 130 Global High Performers
Best in strength Asian Banker Excellence Awards 2010 Technology Implementation The Asset Triple A Awards Euromoney Private Banking and Wealth Management Poll 2010 Financial Insights Innovation Awards 2010 Global Finance Award 2 Banking Technology Awards 2009 SPJIMR Marketing Impact Awards (SMIA) 2010 Business Today Best Employer Survey Best Cash Management Bank in India 1) Best Local Bank in India (second year in a row) 2) Best Private Banking Services overall (moved up from No. 2 last year)
Best Trade Finance Provider in India for 2010 1) Best Risk Management Initiative and 2) Best Use of Business Intelligence. 2nd Prize
23
2.5 .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 Banks 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. Im 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. A merger between the banks provides significant synergies to the combined entity. The roposed merger would further improve the franchise and customer proposition offered by the individual banks.
24
25
26
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.
27
28
29
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 Mandi Gobindgarh.
4.1.2. Exploratory Study: To determine the approximate area where the problem lies.
30
1: Secondary Data: It was collected from internal sources. The secondary data was collected on the basis of organizational file, official records, news papers, magazines, management books, preserved information in the companys database and website of the company.
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.
31
32
33
Age Category 18-23 Years 24-29 Years 30-35 Years 35 Years and above Total
Interpretation
20% respondents age are 18 to 23 years. 35% respondents age are 27 to 29 years. 30% respondents age are 30 to 35 years. 15% respondents age are 35 to above years.
34
Q2. Marital Status? TABLE Serial No. 1. 2. Category Married Unmarried Total No.of Respondents 140 60 200 Percentage 70% 30% 105
GRAPH
Interpretation
35
Q3. Educational Qualification? TABLE Serial No. 1. 2. 3. Base 200 respondents GRAPH
200 150 100 50 0
No.of Respondents
Interpretation
25% respondents are Under graduate. 40% respondents are Graduate. 35% respondents are Post graduate.
36
Q4. Number Of years Are You in Mandi Gobindgarh ? TABLE Serial No 1. 2. Base 200 respondents Category Less than five years More than five years Total No.of Respondents 78 122 200 Percentage 39% 61% 100%
GRAPH
200 150 100 50 0 Less than five years More than five years Total No.of Respondents
Interpretation
From the table and graph above it can be seen that 39% respondents are in Pune for less than five years. 61% respondents are in Pune for more than five years.
37
Q5. Your Occupation? TABLE Serial No. 1. 2. 3. Base 200 respondents GRAPH
200 150 100 50 0 No.of Respondents
Interpretation
From the table and graph above it can be seen that 20% respondents Occupation is Business. 26% respondents Occupation is Profession. 54% respondents Occupation is Service.
38
Category Less than 2 lacs Between 2 to 5 lacs Between 5to 8 lacs More than 8 lacs Total
No.of Respondents
Interpretation
49% respondents annual household income is less than 2 lacs. 31% respondents annual household income is between 2 to 5 lacs. 15% respondents annual household income is between 5 to 8 lacs. 5% respondents annual household income is more than 8 lacs.
39
Q7. Are you a member of a club/gymkhana? TABLE Serial No. 1. 2. Base 200 respondents GRAPH Category Yes No Total No. of Respondents 84 116 200 Percentage 42% 58% 100%
Interpretation
42% respondents are member of a club/gymkhana. 58% respondents are not member of a club/gymkhana.
40
Q8. What is your perception about different products/services provided by HDFC bank? TABLE Serial No. 1. 2. 3. Base 200 respondents GRAPH
200 150 100 50 0 No. of Respondents
Interpretation
From the table and graph above it can be seen that .25% respondents perception about different products is lucrative. . 60% respondents perception about different products is not lucrative. . 15% respondents have no idea.
41
Q9. Do you want to open an account with HDFC bank? TABLE Serial No. 1. 2. 3. Base 200 respondents GRAPH Category Yes No Will tell later Total No.of Respondents 10 160 30 200 Percentage 5% 80% 15% 100%
200 150 100 50 0 Yes No Will tell later Total No.of Respondents
Interpretation
From the table and graph above it can be seen that 80% respondents are not interested to open an account with the bank. 5% respondents are interested to open an account with the bank. 15% of the respondents say that they will tell later.
42
Q10. Do you have all the documents which are required to open an account? TABLE Serial No. 1. 2. Base 200 respondents GRAPH Category Yes No Total No. of Respondents 120 80 200 Percentage 60% 40% 100%
Interpretation
60% respondents have all the documents which are required to open an account with the bank. 25% respondents do not have all the documents which are required to open an account with the bank
43
Q11. Are you aware that the bank provides you a free Demat account if you open a new savings account with HDFC bank? TABLE Serial No. 1. 2. Base 200 respondents GRAPH Category Yes No Total No. of Respondents 40 160 200 Percentage 20% 80% 100%
Interpretation From the table and graph above it can be seen that
20% respondents are aware that the bank provides a free Dmat account with new savings account. 40% respondents are not aware of it.
44
Q12.Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? TABLE Serial No. 1. 2. Base 200 respondents GRAPH Category Yes No Total No. of Respondents 25 175 200 Percentage 12% 88% 100%
Interpretation
12% respondents are familiar with different terms and conditions which are very much essential to maintain account with the bank. 88% respondents have no idea about it.
45
Q13. Do you know about HDFC Banks recruitment policies related to sales executives? TABLE Serial No. 1. 2. Base 200 respondents GRAPH Category Yes No Total No. of Respondents 82 118 200 Percentage 41% 59% 100%
Interpretation
41% respondents are known about HDFC Banks recruitment policies related to sales executives. 59% respondents are not known about HDFC Banks recruitment policies related to sales executives.
46
47
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 Companys 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 fallows: To make people aware about the benefit of becoming HDFC Banks Sales Executive, following activities of advertisement should be done through 1. Print Media. 2. Hoarding & Banners. 3. Stalls in Trade Fares 4. 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 Rs 1000, so that people who are not financially strong enough can maintain their account properly
48
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.
6.3 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 very 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 perly.
49
ANNEXURES
1. QUESTIONNAIRE QUESTIONNAIRE
Dear Sir/Madam,
I am a student of Suryadatta Institute of Management and Mass Communication, Pune and presently doing a project on OPENING SAVINGS ACCOUNT BY MEETING CUSTOMERS. I request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential.
50
4. Number Of years Are You in Mandigobindgarh Less than five years . More than five years .
5. Occupation. Business . Profession . Service . (Please mention below the type of business/profession you are in incase of service please mention your organization name and designation)
6.Your annual household income. <than 2 lack . Between 2 to 5 lack . Between 5 to 8 lack . >than 8 lack .
51
7. Are you a member of a club/gymkhana? Yes . No . If yes, Name of the club /gymkhana_______________________________________
8. What is your perception about different products and services offered by HDFC Bank? Lucrative . Not lucrative . No idea .
9. Do you want to open an savings account with HDFC Bank? Yes . No . Will tell later .
10. Do you have all the documents which are required to open an account? Yes . No .
11. Are you aware of that HDFC Bank provide you a free Dmat account if you open a new savings account with the bank? Yes . No .
52
12. Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? Yes . No .
13. Do you know about HDFC Banks recruitment policies related to sales executives? Yes . No . Date: Place: Signature
Thank You
53
BIBLIOGRAPHY
54
BIBLIOGRAPHY
1 .BOOKS AUTHORS Marketing Management (10th Edition) Philip Kotler Marketing Management (3rd Edition) V.S. Ramaswamy Research Methodology (2nd Edition) C.R.Kothary Research Methodology S.P. Kasande 2. NEWS PAPERS Times of India Financial Express 3. WEBSITES www.hdfcbank.com www.google.com
55
56
57