A SUMMER TRAINING PROJECT REPORT ON

“A Study on Digitalization in banks, with respect to

HDFC BANK”
Bachelor of Business Administration
(Batch: 2015-2018)

Supervised By: Submitted by:

Ms.

Assistant Professor Roll No:

BBA V SEM (Evening, Sec A)

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

(Aff. to Guru Gobind Singh Indraprastha University)
NAAC ACCREDITED ‘A’ Grade
Category ‘A++’ Institute
High grading 83% by Joint Assessment
An ISO Certified Institute
(Approved by AICTE, HRD Ministry, Govt. of India)
Affiliated to Guru Gobind Singh Indraprastha University, Delhi
2A & 2B, MadhubanChowk, Outer Ring Road, Phase –I, Delhi – 1100885
 TABLE OF CONTENT

Student declaration i

Certificate of guide ii

Acknowledgment iii

Executive Summary iv

Chapter Page No

Chapter 1 …………………………………………………..……… 01 - 15

Plan of the Study

Chapter II .……………………………………………………....... 16 – 33

Company Profile / Industry profile or details

Chapter III .…………………………………………………......….. 34 - 38

Research Methodology

Chapter IV .…………………………………………………..…....… 39 – 51

Data Analysis and interpretation

Chapter V .……………………….…………........………………… 52 – 56

Findings

Chapter VI .……………………….……………………………....... 57 – 59

Conclusion

Bibliography…………………………………………………....…… 60-61
Annexure…………………………………………………….......…… 62-66
STUDENT DECLARATION

“
This is to certify that I have completed my project titled A Study on Digitalization in banks, with

respect to HDFC BANK”under the guidance of “Ms. Sweety Gupta” in the partial fulfillment of the
requirement for the award of the degree of “Bachelor in Business Administration” from “Rukmini
Devi Institute of Advance Studies, New Delhi”.

This is an original work and I have not submitted it earlier elsewhere.

Name of Student: Anshika Kohli

Enrollment No.: 00880301715

Class and Section: BBA 2nd shift 5th sem

CERTIFICATE OF GUIDE
This is to certify that this project titled “A Study on Digitalization in banks, with respect to HDFC
BANK” is an academic work done by “Anshika Kohli” submitted in the partial fulfillment of the
requirement for the award of the degree of “Bachelors in Business Administration” from “Rukmini
Devi Institute Of Advance Studies, New Delhi” under my guidance and direction.

To the best of my knowledge and belief the data and information presented by her in the project has
not been submitted earlier elsewhere.

Name of the Faculty: “Ms. Sweety Gupta”

Assistant Professor (Project Guide)

RDIAS
ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Rukmini Devi Institute Of Advance Studies GGSIP
University, New Delhi for imparting us very valuable professional training in BBA.

I pay my gratitude and sincere regards to “Ms. Sweety Gupta”, my project Guide for giving me
cream of her knowledge. I am thankful to her as she has been a constant source of advice,
motivation and inspiration. I am also thankful to her for giving her suggestions and encouragement
throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer lab staff and library staff
for providing me opportunity to utilize their resources for the completion of the project.

I am also thankful to my family for constantly motivating me to complete the project and providing
me an environment which enhanced my knowledge.

Name of Student: Anshika Kohli

Enrollment No.: 00880301715

Class and Section: BBA 2nd shift Vth sem

 CHAPTER-1

PLAN OF STUDY
INTRODUCTION OF BANKING

MEANING AND DEFINITION:

Bank is an institution that deals in money and its substitutes and provides crucial financial
services. The principal type of banking in the modern industrial world is commercial banking
and central banking.Banking means ‘Accepting Deposits for the purpose of lending or
investment of deposits of money from the public repayable or demand or otherwise and
withdraw by cheque, draft or otherwise.’

Banking companies (Regulation) Act, 1949

The concise oxford dictionary has defined a bank as “Establishment of custody of money
which it pays out on customers order.” Infact this is the function which bank performed when
banking originated Banking in the most general sense, is meant the business of receiving,
conserving and utilizing the funds of community or of any special section of it.

A banker of bank is a person, a firm, or a company having a place of business where credits
are opened by deposits or collection of money or currency or where money is advance d or
waned.

BANKING IN INDIA

A HISTERICAL RSPECTIVE

We can identify distinct phases in the history of Indian banking:

1. Early phases from 1786-1969

2. Nationalization of banks and up to 1991 prior to banking sector reforms.
3. New phase of Indian banking with the advent of financial banking. Banking in India
has its own origin as early as Vedic period. It is believed that the transactions from
many lending to banking must have occurred even before Manu, the great Hindu
furriest, who has developed a section of his work to deposit and advances and laid
down rules relating to the rate of interest. During the mogul period, the indigenous
banker played a very important role in lending money and financing foreign trade and
commerce.During the days of the East India Company, it was the turn of agency
house to carry on banking business. The General Bank of India was the first joint
stock bank to be established in the year 1786. The other which followed was the Bank
 of Hindustan and The Bengal Bank. The bank of Hindustan is reported to have been
continued till 1906. While the other two failed in the mean time. In the first half of the
19th century the East India Company established there banks. The Bank of Bengal in
1809, the Bank of Bombay in 1804 and the Bank of Bombay in 1843. These three
banks also known as the Presidency banks were the independent units and functioned
well. These three banks were amalgamated in 1920 and new bank, the Imperial Bank
of India was established on 27th january1921.

With the passing of the State Bank of India Act in 1955, the undertaking of Imperial
Bank of India was taken over by the newly constituted SBI. The Reserve Bank of
India (RBI) which is the central bank was established in April, 1935 by passing
Reserve Bank of India Act, 1935. The Central Office of RBI is in Mumbai and it
controls all the other banks in the country.Indian management was established in the
country namely, Punjab National Bank Ltd., Bank of India Ltd., Bank of Baroda Ltd.,
Canara Bank Ltd., on 19th July 1969, 14 major banks of the country were nationalized
and on 15th April 1980, 6 more commercial private sector banks were taken over by
the government.

OBJECTIVE OF DIGITALIZATION

Digitization is of crucial importance to data processing, storage and transmission, because it

"allows information of all kinds in all formats to be carried with the same efficiency and also
intermingled". Unlike analog data, which typically suffers some loss of quality each time it is
copied or transmitted, digital data can, in theory, be propagated indefinitely with absolutely
no degradation. This is why it is a favored way of preserving information for many
organisations around the world.

A digital bank represents a virtual process that includes online banking and beyond. As an
end-to-end platform, digital banking must encompass the front end that consumers see, the
back end that bankers see through their servers and admin control panels and
the middleware that connects these nodes. Ultimately, a digital bank should facilitate all
functional levels of banking on all service delivery platforms. In other words, it should have
all the same functions as a head office, branch office, online service, bank cards, ATM and
point of sale machines.The reason digital banking is more than just a mobile or online
platform is that it includes middleware solutions. Middleware is software that bridges
operating systems or databases with other applications. Financial industry departments such
as risk management, product development and marketing must also be included in the middle
and back end to truly be considered a complete digital bank. Financial institutions must be at
the forefront of the latest technology to ensure security and compliance with government
regulations.

DIGITALIZATION IS THE SUCCESS MANTRA FOR BANKS

Bank has all the application and tools to support their various functions of the bank. They
have systems to support their Core Banking, Lending Operations, Portfolio Management,
Wealth Management, Document Management, KYC, AMLs, Risk Profiling, Treasury, etc.
In total, you name a function of the bank, they have a system to support this activity. Yet,
when it comes to providing timely service to customer and at effective rates, it's quality is
much lower compared to mid tier banks in same regions or other parts of the world. For
instance a new High Net Worth Customer on boarding may take minimum of 7 days to a
maximum of 2 to 3 months and sometimes the customer has to followup on the status.
Whereas some of the other mid tier bank in the same region is doing the same in 2 working
days. This is a clear indication that Central Banking Regulatory norms are not the cause for
delayed process, but it is internal systems capability and process maturity that is causing such
bad performance of the banks. While some banks have taken Application Integration as
solution, Digitalization is lot more than just integration of application. Here is an attempt to
formalize the process and the right approach for implementing Digitization.

Banks have designed their IT systems to support their day to day functionality. Before we
move on to Digital world, there is a need to take stock of all the application, the technologies
involved, the architecture of the system, the current usage, the future load on the systems are
to be considered. Many of the organizations are spending lots of money and efforts in
supporting these application to multiple production support houses. A study on
standardization of applications and feasibility to consolidate makes it necessary to get more
efficiency. Also the study of Enterprise architecture will facilitate in defining the optimized
process. Not only taking stock of application portfolio helps in reducing cost, but will also
facilitate in defining the technology agnostic process and IT Roadmap. Kindly note
Digitization is not about building IT Solutions for current pain areas, it is step by step
approach in achieving the Futuristic Position of the Bank and hence analyzing the current
Enterprise Architecture and fine tuning in line with the Vision of the Bank is of utmost
importance.
 CHAPTER-2

COMPANY PROFILE
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 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.

HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the
vision of becoming a World-class Indian Bank. HDFC bank’s business philosophy is based
on our four core values – Customer Focus, Operational Excellence, Product Leadership and
people. They believe that the ultimate identity and success of their bank will reside in the
exceptional quality of people and their extraordinary efforts. They are committed to hiring,
developing, motivating and retaining the best people in the industry.

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.’

MISSION STATEMENT OF HDFC BANK

 World Class Indian Bank

 Benchmarking against international standards
 To build a sound customer franchises across distinct business
 Best practices in terms of product offerings, technology, service levels, risk
management and audit and compliance
VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regularity compliance. HDFC bank’s business philosophy is based on four core
values such as:-

1. Operational excellence
2. Customer focus
3. Product leadership
4. People

The objective of HDFC Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-step window for all
his/her requirements. The HDFC Bank plus and the investment advisory services program
have been designed keeping in mind needs of customer who seeks distinct financial solutions,
information and advice on various investment avenues.

BUSINESS STRATEGY

Increasing market share in India’s expanding banking

 Delivering high quality customer service

 Maintaining current high standards for asset quality through disciplined credit risk
management
 Develop innovative products and services that attract targeted customers and address
inefficiencies in the Indian financial sector.

DISTRIBUTION NETWORK
HDFC Bank headquartered is 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 e x p a n s i o n p l a n s t a k e i n t o a c c o u n t t h e n e e d t o
h a v e a p r e s e n c e i n a l l m a j o r i n d u s t r i a l a n d 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
across these cities. Moreover, HDFC Bank's
A T M n e t w o r k c a n b e a c c e s s e d b y a l l domestic and international Visa/MasterCard,
Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable
track record in I n d i a a s w e l l a s i n i n t e r n a t i o n a l m a r k e t s . S i n c e i t s
i n c e p t i o n i n 1 9 7 7 , t h e C o r p o r a t i o n h a s 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 c o n s u m e r franchise,
HDFC was ideally positioned to promote a bank in the Indian environment.

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 b e e n a p r o f e s s i o n a l b a n k e r f o r o v e r 2 5 y e a r s a n d b e f o r e
joining HDFC Bank in 1994 was heading Citibank's operations
i n M a l a y s i a . T h e B a n k ' s B o a r d o f D i r e c t o r s i s c o m p o s e d o f eminent
individuals with a wealth of experience in public polic y, administration,
Senior executives representing HDFC are also on the Board. Senior
banking professionals with substantial experience in India and abroad head
various businesses a n d f u n c t i o n s a n d r e p o r t t o t h e M a n a g i n g D i r e c t o r .
G i v e n t h e p r o f e s s i o n a l e x p e r t i s e o f t h e 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 on line connectivity,
the b a n k t o o f f e r s p e e d y f u n d s t r a n s f e r f a c i l i t i e s t o i t s c u s t o m e r s .
Multibranch access is also provided to retail customers through the
b r a n c h n e t w o r k a n d A u t o m a t e d T e l l e r M a c h i n e s (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.

QUALITY POLICY

SECURITY: The bank 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.

INNOGVATION: 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 FOE ONE”

TEAM WORK

JOY AND SIMPLICITY

BUSINESS

HDFC Bank offers a wide range of commercial and traditional banking services and treasury
products to a wholesale and retail customers. The bank has three key business segments.

Wholesale Banking Services. The bank’s target market ranges from large, blue-chip
manufacturing companies in the Indian corporate to small and mid-sized corporates and agro-
based business. For these customers, the bank provide a wide range of commercial and
transactional business services, including working capital finance, trade services,
transactional services, cash management, etc. the bank is also a leading provider of structured
solution, which combine each management services with vendor and distributor finance for
facilitating superior supply chain management for its corporate customers. Based on its
superior product delivery/service levels and strong customer orientation, the bank has made
significant inroads into the banking consortia of a number of leading Indian corporate
including multinationals, companies from the domestic business houses and prime public
sector companies. It is recognized as a leading provider of cash management and
transactional banking solutions to corporate customers, mutual funds, stock exchange
members and bank.

RETAIL BANKING SERVICES

The objective of the retail bank is to provide its target market customers a full range of
financial products and banking services, giving the customers a one-stop window for all
his/her banking requirements. The products are backed up by world class service and
delivered to customers through the growing branch network, as well as through alternative
delivery channels like ATM’s, Phone Banking, Net Banking and Mobile Banking.

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and
the Investment Advisory Services programs have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various
investment avenues. The bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-Wheelers.

It is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form. HDFC was the
first bank in India to launch an International Debit Card in association with VISA (VISA
Electron) and issues the MasterCard Maestro debit card as well. The bank launched its credit
card business in late 2001. By March 2010, the bank had a total card base (debit and credit
cards) of over 14 million. The bank is also one of the leading players in ‘merchant acquiring’
business with over 90,000 Point-to-sale (POS) terminals for debit/credit cards acceptance at
merchant establishments. The bank is well positioned as a leader in various net based B2C
opportunities including a wide range of internet banking services for Fixed Deposits, Loans<
Bill payments, etc.

Within this business, the bank has three main products areas- Foreign Exchange and
Derivatives, Local Currency Money Market and Debit Securities, and Equities. With the
liberalization of the financial markets in Indi, corporate need more sophisticated risk
management information, advice and product structures. These and fine pricing on various
treasury products are provided through the bank’s Treasury team. To comply with statutory
reserve requirements, the bank is required to hold 25% of its deposits in government
securities. The Treasury business is responsible for managing the returns and market risk on
this investment portfolio.
 CHAPTER-3

RESEARCH

METHODOLOGY
RESEARCH METHODOLOGY

"Research comprises of defining & redefining hypothesis or suggested solutions, collecting,

organizing & evaluating data making deductions & reaching conclusion"-Cliford Woody.

The term research Methodology here comprises of all research activities carried on in
connection with the "Analysis of various schemes under Saving, FD and Demat account
provided by HDFC Bank". The basic purpose of research methodology is to describe the
research procedure. It helps the researches to adopt the right way to move on for carrying the
study.

STEPS IN RESEARCH PROCEDURE

 Defining and analyzing the problem.
 Determining sources of information
 Preparing data collection format
 Collection of data
 Analysis of data
 Interpretation of data
 Preparation of report

RESEARCH DESIGN
A research design is like arrangement of conditions for collections & analysis of data in a
manual that aims to combine relevance to the research purpose with economy in procedures.

A research design is purely & simply the framework of plans for a study that guides the
collections & analysis of data the research design is the conceptual structure within which the
research is conducted. It constitutes the blue print for the collection, measurement & analysis
of the data.

The research design with help to answer the following questions :

 Why the study is being made ?
 From where the data needed can be collected ?
 What time is required for the study to be competed & how much material is needed.
 What will be the technique for data collections?
 How the data can be analyzed?
  How the answers to above questions can be found with minimum efforts, time &
money?

SOURCES OF DATA COLLECTION

To make the research complete it is very necessary to have useful and authentic data there are
two types of data collection sources.

PRIMARY SOURCE OF DATA COLLECTION

Primary data are those which are collected afresh & for the first time, & this happens to
be original in character. Simple well drafted questionnaire was circulated among all
respondents. Full freedom was provided to an individual to answer the questions.

Personal & Telephonic Interviews, observation, personal opinion & viewpoints of the
respondents about the various schemes helped in completion of the project.

SECONDARY SOURCES OF DATA COLLECTION:

These are those which are collected by someone else & which have been passed through
statically process.Brochures, Manuals, Journals, Magazines, Site of HDFC Bank and
various Articles provided lot many inputs for successful completion of project.
CHAPTER 4 – DATA ANALYSIS AND
INTERPRETATION
Q.1. How did you come to know about HDFC Bank?
 To know about the HDFC Bank

Sources Percentage of respondents

Friends 35
Marketing 40
Advertisement 10
Exhibitions 10
Others 5

As shown by the table above, people who come to know about the HDFC Bank
through friends are 35%, through Marketing are 40%, through Advertisement are 10%,
through Exhibitions are 10% and through Others are 5%.

SOURCES OF AWARENESS

45 40
40 35
35
30
25
PERCENTAGE

20
15 10 10
10 5
5
0
Friends Marketing ADS Exhibitions Other

SOURCES
Q. 2. Whom did you contact first in HDFC Bank.
 To contact First in HDFC Bank.

Helping Group Percentage of Respondents

Marketing Executives 40

HDFC Branch 55

Others 5

To Contact First in HDFC Bank

60% 55%

50%
40%
40%
PERCENTAGE

30%

20%

10% 5%

0%
HDFC Branch Marketing Exec. Others

HELPING GROUP
Q.3. Which factor plays an important role while opening an account?
 Factors that play an important role.

Factors Percentage of the Respondents

Advertisement 20
Special Offer 30
Operational Staff 15
Convincing Power of 20
executives
Credibility of Bank 15

After conducting the survey advertisement plays 20%, Special Offer plays 30%,
Operational Staff plays 15%, Convincing Power of Executives plays 20% and Credibility of
Bank plays 15% role while opening an account in HDFC Bank.
Thus study shows that special offer plays the most important role while opening an
account according to the respondents.

% of Respondents
Credi. Of ADV ADV
Bank 20%
15%
Convicing
Power of
Sp. Offer
executives
20%
Sp. Offer Operational
Operational 30% Staff
Staff
15%
Q.4. Which product do you use the most?
 Product Used the most.

Product Name Percentage of Respondents

Saving A/c 44
Current A/c 22
Fixed Deposit 28
Others 6

This table shows that the people who are using Saving A/c are 44%, Current A/c are 22%,
Fixed Deposit are 28% and Others are 6%
Thus the study shows that Saving A/c is the most preferred product of HDFC Bank by
respondents.
This can be shown by this Graph.

% of Respondents

Other
FD 6% Saving
28% 44% Saving
Current
22% Current
FD
Other
 Q.5. Which FD Scheme is most popular?
 Most popular FD scheme

FD Scheme Percentage of the Respondents

Reinvestment 30
Super Saver 45
Sweep in A/c 25

This Table shows that people are using reinvestment are 30%, Super Saver are 45% and
Sweep in A/c are 25%.
Thus the study shows that Super Saver is the most popular FD Scheme by the
respondents.
Most Popular FD Scheme

% of Respondents
50 45
40
30
PERCENTAGE

30 25
20
10
0
Reinsvestment Super Saver Sweepin

FD SCHEMES
Q.6. Are you able to maintain AQB of Rs. 5000 in saving account?
 Percentage of the respondents maintaining AQB.

Percentage of the respondents

Yes No
65 35

This can be shown by this Graph.

% OF RESPONDENTS
70 65

60

50
PERCENTAGE

40 35

30

20

10

0
Yes No
Q.7. Which of the following facilities Direct Banking Channels (DBC) you
avail the most?

 Availing the most, DBC facilities.

DBC Facilities Percentage of the Respondents
ATM 45
Phone Banking 10
Net Banking 25
Mobile Banking 20

PERCENTAGE OF RESPONDENTS
45 45 35
40
35
30
20
PERCENTAGE

25
20
10
15
10
5
0
ATM PHONE NET MOBILE
BANKINGBANKING

DBC FACILITIES

Thus study shows that ATM is the most preferred Direct Banking Channel by
the respondents.
 Q.8. What are the causes for not using any of the Direct Banking
Channels?
 Causes responsible for not using DBC

Causes Percentage of the Respondents

Unwareness 32
Lack of Knowledge 42
Feel more secure while 21
banking personally
Unsatisfied 5

% of Respondents

Feel more
secure banking
personal
Feel more secure
21%
banking personal
Lack of Unsatisfied
Knowledge Unsatisfied
42% 5% Unawareness

Lack of Knowledge

Unawareness
32%

This Graph shows that the main cause for not using DBC by respondents is lack
of knowledge.
Q.9. How will you rate performance of direct banking channels you are using?
 Rate performance of the DBC.

Performance of DBC Percentage of the Respondents

Best 40
Good 30
Fair 20
Poor 7
Very Poor 3

% of Respondents

Very Poor
Poor
7%3% Best
Fair Best
Good
20% 40%
Fair
Poor
Good
Very Poor
30%

The Graph shows that 40% people says DBC Best , 30% says DBC is good, 20% says
DBC Fair, 7% says DBC is poor and 3% says DBC is very poor in its performance.
Q.10. How would you rate performance of HDFC Bank?
 Rate performance of HDFC Bank.

Rate Performance Percentage of the Respondents

Best 40
Good 35
Fair 20
Poor 3
Very Poor 2

Very Poor % of Respondents

Poor 2%
3%

Fair Best Best

20% 40% Good
Fair
Poor
Good Very Poor
35%

This Graph shows that 40% people says HDFC is Best in its performance, 35% people
says HDFC is Good, 20% says it is Fair, 3% says it is poor and 2% people says it is Very
Poor in its performance.
 Q.11. Did you face any problems while maintaining your account at bank?
 Percentage of the respondents facing the problems while maintaining were
account.

Percentage of Respondents
Yes No
45 55

% of Respondents

60 55
50 45
40
PERCENTAGE

30
20
10
0
Yes No

This Graph shows that 45% people says they are facing the problem while maintaining the
Account and 55% people says they are not facing any of the problem while maintaining the
Account in HDFC Bank.
Q.12. Why do you prefer HDFC Bank?
 Preferred HDFC Bank.

Facilities Percentage
Better 20
Plan 30
Selusen 30
Agents 15
Others 5

%30of Respondents
30

30
PERCENTAGE

20
25
15
20
15
10 5

5
0
BetterPlanSelusen
Agents
Others

FACILITIES

This Graph shows that 20% respondents preferred HDFC Bank because of Better Facilities,
30% because of Better plan, 30% because of Selusen, 15% because of agents and 5% because
of other facilities.
 Q.13. Do you think private sector banks are better than public sector
banks?
% of Respondents

15

Yes

No

85

Q.14. What extra service would you like to avail form the bank?

% of Respondents

Online Trading of
10 20 Shares
Phone Banking

Bills Pay

40
30
Other
 CHAPTER-6

SUGGESTION AND

CONCLUSION
SUGGESTIONS

 Promotional efforts like advertisement canopies, increase in number of marketing

executive, distribution of brochures, sponsoring various shows & function should be
increased to increase awareness about HDFC Bank and its products and attract
customers.
 Online trading of shares should be started for Demat A/c holders.
 Service charges for non maintenance of AQB in savings account should be decreased.
 To demonstrate the use of direct banking channels (DBC) Like ATM, phone banking,
net banking,
 Mobile banking to the customers to remove their queries and problems regarding
DBC.
 For account opening and delivery of welcome kit, time should be reduced.
 The bank should provide for regular and frequent calls to their profitable customers to
retain clientele & to make them feel more comfortable and attached to the bank
(CRM)
 HDFC Bank should also bring a new feature of CC (Cash credit) limit.
CONCLUSION
35% of respondents came to know about bank through friends while 5% through
marketing executives 10% through ads and exhibitions.
 40% of respondents contracted marketing executives for the first time in the bank
while 55% contracted directly HDFC Branch.
 80% of respondents received introductory calls by the bank.
 40% of respondents agreed that they interacted 2 times while opening their account
while 20% agreed that they interacted zero and grater than 3 times respectively.
 Special offer with the products played an important role while opining an account as
30% respondents and credibility of bank to which 20% of respondents agreed
respectively while 15% of respondents agreed operational staff and convincing power
of executives play important role.
 Saving account is the most important product Next comes FD, then current and lastly
Demat.
 Super saver scheme is the most popular scheme in FD.
 Around 65% of respondents are able to maintain their AQB of Rs.5000 in savings
account.
 80% of respondents are satisfied with their Demat A/c.
 ATM facility is used the most among all direct banking channels 45% respondents
agreed to this.
 Lack of knowledge about DBC is the most important reason for not using DBC. Also
unawareness about them is the reason DBC performance is rated as satisfactory.
 HDFC Bank's performance is rated as satisfactory.
 Executives have satisfactory knowledge about products.
 55% of respondents faced no problem while maintaining their account.
 HDFC Bank is preferred the most because of higher returns and better plans and
services.
 85% of respondents agree that private sector banks are better than public sector banks.
 Respondents require new facilities as bills pay, phone banking, online trading of
shares.
BIBLOGRAPHY

Books:
Research Methodology -By C.R. Kothari

Business Research and Methods -By Donal R & Schindler, cooper

Marketing Management -By Philip Kotler

Magazine:
Business Today

Business World

Annual Report of HDFC Bank

Manuals

Brochures

Websites

www.hdfcbank.com

www.indiainfoline.com
 ANNEXURE
QUESTIONNAIRE
NAME :

AGE : SEX :

OCCUPATION : PHONE NO. :

1. How did you come to know about HDFC Bank?

Friends Marketing Ads Exhibitions Other

2. Whom did you contact first is HDFC Bank?

Marketing Executives HDFC Bank Other

3. Did you receive any introductory call by the Bank?

Yes No

4. How many times did you interact while opening an account?

Zero One Two Three More than three

5. Which factor play an important role while opening an account?

Advertisement Special Offers Operational Staff

Convincing power of executives Credibility of bank

6. Which product do you use the most?

Saving Account Current Account FD

Others

7. Which FD scheme is most popular?

FD Super saver a/c Sweep in account

8. Are you able to maintain AQB of Rs. 5000 in savings account?

Yes No

9. Which of the following facilities Direct Banking Channels (DBC) you avail the most?

ATM Net Banking Phone Banking Mobile Banking

10. What are the causes for not using any of the Direct Banking channels?

Unawareness Feel more secure while banking personally

Unsatisfied Lack of knowledge about use Others

11. How will you rate performance of direct banking channels you are using?

Best Good Fair

Poor Very Poor

12. How would you rate clarify of products by executive in the bank?

Best Good Fair

Poor Very Poor

13. How would you rate performance of HDFC bank?

Best Good Fair

Poor Very Poor

14. Did you face any problems while maintaining your account at bank?

If 'yes' please mention what problems you faced.

Yes

No

15. Why do you prefer HDFC Bank?

Better services tter returns Others

Attractive Plans Agent Known

16. Do you think private sector banks are better than public sector banks?

Yes No

17. What extra service would you like to avail from the bank?

_____________________________________________________________________

__________________________________________.

18. Suggestion: -
 _____________________________________________________________________

__________________________________________.

PLACE:_________________

DATE:__________________