About us:

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 liberalisation 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.

Financial Information
The last twelve years have been very fulfilling. We can of course wax eloquent about it
in so many ways, but they say, figures don't lie, so we will let the figures do all the
talking. They will give you a fair idea of how we have grown in the past few years.

Join the winning team

HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic team
determined to accomplish the vision of becoming a world-class Indian bank.

Our business philosophy is based on four core values - Customer Focus, Operational
Excellence, Product Leadership and People. We believe that the ultimate identity and
success of our bank will reside in the exceptional quality of our people and their
extraordinary efforts. For this reason, we are committed to hiring, developing, motivating
and retaining the best people in the industry.

Mission and Business Strategy

Our mission is to be "a World Class Indian Bank", benchmarking ourselves against
international standards and best practices in terms of product offerings, technology,
service levels, risk management and audit & compliance. The objective is to build sound
customer franchises across distinct businesses so as to be a preferred provider of
banking services for target retail and wholesale customer segments, and to achieve a
healthy growth in profitability, consistent with the Bank's risk appetite. We are committed
to do this while ensuring the highest levels of ethical standards, professional integrity,
corporate governance and regulatory compliance.
Our business strategy emphasizes the following:
• Increase our market share in India’s expanding banking and financial services
industry by following a disciplined growth strategy focusing on quality and not on
quantity and delivering high quality customer service.
• Leverage our technology platform and open scaleable systems to deliver more
products to more customers and to control operating costs.
• Maintain our current high standards for asset quality through disciplined credit
risk management.
• Develop innovative products and services that attract our targeted customers and
address inefficiencies in the Indian financial sector.
• Continue to develop products and services that reduce our cost of funds.
• Focus on high earnings growth with low volatility.

Corporate Governance:

HDFC Bank recognizes the importance of good corporate governance, which is

generally accepted as a key factor in attaining fairness for all stakeholders and
achieving organizational efficiency. This Corporate Governance Policy, therefore, is
established to provide a direction and framework for managing and monitoring the bank
in accordance with the principles of good corporate governance.

Card:
Our ranges of Cards help you meet your financial objectives. So whether you are
looking to add to your buying power, conducting cashless shopping, or budgeting your
expenditure, you will find a card that suits you.

1) Credit Cards
Besides arming you with unmatched spending power, our Credit Cards are designed to
meet your unique needs. Choose one that's tailored for you. The best credit cards are
available here, including even the online credit cards service Netsafe.

• Classic Cards
• Special Benefit Cards
• Silver Credit Card
• Value Plus Credit Card
• Premium Cards
• Commercial Cards
• Gold Credit Card
• Corporate Platinum Credit Card
• Titanium Credit Card
• Corporate Credit Card
• Woman's Gold Card
• Business Credit Card
• Platinum Plus Credit Card
• Purchase Card
• Visa Signature Credit Card
• Distributor Card
• World MasterCard Credit Card

a) Silver card:
The best features you could ask for in a credit card.
Combined with all the services offered by a world-class bank.

Get all with the HDFC Bank International Silver Credit Cards.

Spending money was never so rewarding!

Features & Benefits

• All-purpose credit card

The HDFC Bank Silver Credit Card can be used for all your requirements, be it
shopping, eating out, holidaying, fuelling up your vehicle, railway ticket reservations -
just about any financial requirement, planned or on impulse.

• Earn while you spend*

With us, money spent is money earned. For every Rs. 200 you spend, you earn 1
reward point. You can redeem these accumulated points for exciting gifts and offers
from our exclusive rewards program.

• Add on cards

Get up to 3 add-on cards for your spouse, parents, siblings (own brother/sister),
son and/or daughter (over 18 years) and allow them to enjoy the many benefits of the
HDFC Bank International Silver Credit Card

• Zero liability on lost card

If you happen to lose your Card, report it immediately to our 24-hour call centre.
After reporting the loss, you carry zero liability on any fraudulent transactions on your
card.

• Widely accepted

Accepted at over 110,000 merchant establishments across India and Nepal and
close to 18 million merchant establishments around the world.

a) Gold Credit card

It's overloaded with travel benefits - discounts, cashback offers, air miles redemption.
Get an HDFC Bank International Gold Card and get introduced to a whole new world of
privileges.

Gold Credit Card Features & Benefits

• Rewards points redemption

After earning all those reward points on your HDFC Bank Gold Credit Card,
redeem them for exciting gifts and services! You could even convert them to airline
miles with India's leading airlines through the MyRewards programme.

• Worldwide acceptance

Accepted at over 23 million Merchant Establishments around the world, including

110,000 Merchant Establishments in India.

• Revolving credit facility

Pay a minimum amount, which is 5% (subject to a minimum amount of Rs.200)

of your total bill amount or any higher amount whichever is convenient and carry
forward the balance to a better financial month. For this facility you pay a nominal
charge of just 3.25% per month (39.0% annually).

• Free Add-on card

You can share these wonderful features with your loved ones too - we offer the
facility of an add-on card for your spouse, children or parents. Allow us to offer add-on
cards to you FREE OF COST with our compliments.

• Interest free credit facility

Avail of up to 50 days of interest free period from the date of purchase (subject to
the submission of the charge by the Merchant).

• Zero liability on lost card

If you happen to lose your Card, report it immediately to our 24-hour call centre.
After reporting the loss, you carry zero liability on any fraudulent transactions on your
card.

a) Women Credit Cards:

Presenting a Gold credit card exclusively for the new age woman.
Another proud offering from HDFC Bank Credit Cards replete with discounts, cash back
programmes, rewards and more!

Features & Benefits

• Attractive rewards programme*

Get 1 reward point for every Rs.150 spent and redeem them against airmiles
across leading airlines

• Wide choice of redemption

MyRewards gives you an array of redemption opportunities for your Points -

From microwaves to refrigerators, from Barbie dolls to latest Fashion labels, we take
pride in giving you one of the widest options for getting rewarded! You can also redeem
your accumulated reward points for air miles on leading airlines like Jet Airways, Air
India, Kingfisher Airlines .

• Revolving credit facility

Pay a minimum amount, which is 5% (subject to a minimum amount of Rs.200)

of your total bill amount or any higher amount whichever is convenient and carry
forward the balance to a better financial month. For this facility you pay a nominal
charge of just 3.25% per month (39% annually).

• Zero liability on lost card

If you happen to lose your Card, report it immediately to our 24-hour call centre.
After reporting the loss, you carry zero liability on any fraudulent transactions on your
card.

• Interest free credit facility

Avail of up to 50 days of interest free period from the date of purchase (subject to
the submission of the charge by the Merchant).

• Worldwide acceptance

Accepted at over 23 million merchant establishments around the world, including

110,000 merchant establishments in India.

2) Debit Card:
Still carrying an ATM Card? Discover the power and convenience of our Debit Cards
that not only let you withdraws cash from ATMs but also let you shop cashless and
hassle-free.
What if you could carry your bank account with you? HDFC Bank Debit Cards give you
complete and instant access to the money in your accounts without the risk or hassle of
carrying cash. Choose from:

a) EasyShop International Debit Card

b) EasyShop International Gold Debit Card
c) EasyShop Pro Gold Debit Card
d) EasyShop International Business Debit Card
e) EasyShop Woman's Advantage Debit Card
f) EasyShop NRO Debit Card
g) Kisan Card

a) ) EasyShop International Debit Card:

Your HDFC Bank EasyShop International Debit Card brings to you a world of
convenience.

Features & Benefits

 • Daily Limits: Rs. 15000 at ATMs for Withdrawal and Rs. 25000 at merchant
establishments for shopping
• Access your bank account at over 8,00,000 Visa/Maestro/Cirrus ATMs in India
and abroad.
• 0 % petrol surcharge at select BPCL Petrol pumps*: As a Debit Card holder, any
surcharge levied on your Card at select BPCL petrol pumps would be reversed in
the subsequent month. Click here for more details.
• Shop at more than 3,50,000 outlets in India and 13 million worldwide. The
amount is debited directly to your account.
• Use your card overseas. Your account is debited in Rupees regardless of the
currency in which you spend.
• Zero Liability on fraudulent Point Of Sale usage on lost or stolen cards. Click
here for more details.
• Now get an Alert on your mobile phone or email for every purchase transaction
done using your Debit Card at a merchant outlet !! All you need to do is register
for Insta Alerts!
• Worldwide assistance from Visa and MasterCard on your card.

a) EasyShop International Gold Debit Card:

HDFC Bank EasyShop Gold Debit Card not only replaces your ATM / Regular Debit
Card, it also opens a world of privileges that match your status and lifestyle.

Features & Benefits

• Daily Limits: Rs. 50,000 at ATMs for Withdrawal and Rs. 50,000 at merchant
establishments for shopping.
 • Cash Back*: For every Rs. 100 that you will spend, you will receive Re. 1 as
cash back. This cash back is valid on all purchases made through the card, at all
times of the year!!!
• 0 % petrol surcharge at Petrol pumps*: As a Gold Card holder, any petrol
surcharge levied on your Card at any petrol pump in India will be reversed in the
subsequent month.
• Zero Liability on fraudulent Point of sale usage on lost or stolen cards*: If it's not
your purchase you don't have to pay for it!! Your Debit Card is safer than ever!
• In case you lose your Debit Card, call us on our phonebanking numbers or visit
the nearest HDFC Bank branch. Click here for more details.
• POS Alerts: Now get an Alert on your mobile phone or email for every purchase
transaction done using your Debit Card at a merchant outlet !! All you need to do
is register for Insta Alerts!
• Insurance cover*: The following are included in the insurance covers:
○ Death Cover by Air / Road - Sum assured Rs. 5,00,000
○ Fire & Burglary for the items purchased under Debit Card (upto 6 months)
- Sum assured Rs. 50,000
○ Loss of checked baggage - Sum assured Rs. 20,000
○ With effect 1st March 09, for Claims under Personal Accident Insurance /
Fire & Burglary Insurance/ Loss of checked baggage Insurance to be
accepted & processed, the cardholder should have carried out at least 1
purchase transaction using the Debit Card, within 6 months prior to the
event date.

a) Kisan Card:
Agriculture is the main occupation of the people of India. Nearly 2/3rd of our country's
population is directly or indirectly engaged in agriculture. It contributes to 21% of our
GDP. Keeping this in mind, we have designed the Kisan Gold Card to envisage a
convenient and hassle-free loan to the farmer for meeting his production and investment
requirements. Banks have been giving these loans, but with our technology edge we
conceived a real plastic for the farmer for giving him the convenience to bank anywhere,
anytime and not being restricted to a 10am-2pm banking culture. The card, launched in
association with Visa International, can also be used at POS terminals globally.
Features & Benefits
The Kisan Gold Card is aimed at meeting the production and investment needs of the
farming community. Production needs broadly cover crop production requirements,
including funds for all related inputs to grow a crop. We also meet Post Harvest and
Domestic consumption requirements. The Card caters to investment needs such as
purchase of agricultural related equipment/implements, irrigation requirements,
construction of farm related buildings, and investment in agriculture related activities
such as Dairy, Piggery, Beekeeping and the like.The credit limit on the card, sanctioned
for three years, is based on the production requirements of the farmer. The limit will be
renewed every three years.

• 24-hour Banking Facility

• The Card can be used at any HDFC Bank ATM across the country and all Visa
establishments worldwide.
• Personal Accident Insurance Cover of Rs. 2 Lakh, free to all cardholders
• Daily withdrawal limit through the card is Rs. 15,000 at ATMs and Rs. 25,000 for
usage at merchant outlets.
• The return on investments is the best in the industry.
• The Debit Card is backed by line of credit.

RESEARCH OBJECTIVES:

➢ To study brand image of the bank.

➢ To know about products & services offered at HDFC BANK

➢ To find out the customer preferences

➢ The financial sector is one of the booming and increasing sectors in India.

PURPOSE OF THE STUDY:

The ultimate purpose of giving me this topic was to know about the customer’s
perceptions about the different products of the bank, and to know about operational
process. How these products can attract them and how the company can generate
maximum profit by convincing them and to better understand customer requirement and
to understand operational methodology.

LEARNING FROM THE STUDY:

The process of bank related transaction, bank related various terms, work environment
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 customer on 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 and how to response to the customer problem in a better
manner.

Research Design and Methodology-

EXPLORATORY STUDY:

To determine the approximate area where the problem lies. Exploratory research
provides insights into and comprehension of an issue or situation. It should draw
definitive conclusions only with extreme caution. Exploratory research is a type of
research conducted because a problem has not been clearly defined. Exploratory
research often relies on secondary research such as reviewing available literature
and/or data, or qualitative approaches such as informal discussions with consumers,
employees, management or competitors.