SECTOR
world with the GDP growth of more than 8% every year. This has given a
great support for the development of banking industry in the country .Due to
increased .As India has a substantial upper and middle class income hence
the banks have immense opportunities to increase their market shares. The
consumer being on the receiving end is in the comfortable position but the
banks trying to increase their market share have to continuously add value for
BANKING SECTOR
The banking sector is the most dominant sector of the financial system in
India. Significant progress has been made with respect to the banking sector
in the post liberalization period. The financial health of the commercial banks
asset quality and risk management. Further, deregulation has opened new
banking hardly 200 years old. The main function of bank is to accept deposits
section of the community in the Vedic periods. There are many references of
debt in the Vedic literature. During the Ramayana and Mahabharata areas
banking, which was a side business during the Vedic period, become a full-
time business activity for the people. During the smriti period, which followed
the Vedic period and the Epic age, bankers performed the function of the
modern banks. The members of the Vaish community carried on the banking
pledges and personal security, granted simple open loans, acted as bailee for
treasurer and banker to the state and managed the currency of the country.
Private bank
any such case, the creditors can look to both the "entirety of [the bank's]
assets.
These banks have a long tradition in Switzerland, dating back to at least the
Commercial banking
Commercial bank is the term used for a normal bank to distinguish it from an
investment bank. This is what people normally call a "bank". The term
used the term "commercial bank" to refer to banks which focus mainly on
term "trading bank" was and is used to denote a commercial bank. It raises
deposits, savings deposits, and time (or term) deposits. It makes loans to
bonds. Its primary liabilities are deposits and primary assets are loans and
over two-thirds of the credits flow has been on account of retail, housing and
other priority sector loans. Banks credit flow exposure to large Enterprises
and Micro credit has also picked up. The Investment Banking and Markets
division brings together the advisory and financing, equity securities, asset
management, treasury and capital markets, and private equity activities of the
considered by customers and we work closely with our project export finance
INDUSTRY
Commercial banking can also refer to a bank or a division of a bank that
mostly deals with deposits and loans from corporations or large businesses,
the Indian banking.. The most prominent on our minds in the context of
banking these days, perhaps, are the implications arising out of the Basel II
than the other firms due to their capacity to garner public deposits. The asset -
liability structure of the banks is also different from not only the non-financial
firms but also the financial firms. To illustrate, the risk in an insurance
company arises mainly from the liability side of the balance sheet in the form
of insurance claims whereas for the bank the risk mainly comes from the
diminution of asset values (for example, illiquid loans that are not fully
banks are repayable on demand, unsecured and their principal amount does
not change in value whereas the loans of a bank are illiquid and there can be
i.e. long term assets funded by short term liabilities, may be prone to ‘run’ and
pose a very high degree of potential systemic risk. The resolution costs of
weighted differently.
Basel I proposals forced the banks to look at credit risk and regulatory capital
more closely than they had done earlier. As banks found ways to arbitrage
manage credit risk by building portfolio models for pricing, provisioning and
made the weaknesses in the Basel I framework more apparent and this set
as Basel II.
fundamental objective in revising the 1988 Accord has been, and I quote, 'to
Committee believes that the revised Framework will promote the adoption of
stronger risk management practices by the banking industry, and views this
The Reserve Bank of India has, in the service of our country, a proven track
domestically and globally. This credibility enables the RBI to confidently carry
the reforms forward to credibly maintain price and financial stability, while
The Indian financial sector is ready for consolidation, said 95 per cent of the
Basel II norms in the near future, the banking industry of the country would be
better off with six to seven banks as big as State Bank of India, said the
A majority of the public sector banks also demanded more autonomy to fix
levels, the survey said. About 92 per cent of the public sector banks
Some banks also said that in one-year's time, banks should be permitted to
issue preference shares. According to the survey, some of the strengths of the
As per the survey some strategies that can help India achieve a world class
regional expansion within the country and outside, higher FDI limits and Free
banking sector.
"Availability and reach of quality products is confined to just big cities. Thus it
is essential now to expand the gamut of banking services both within India as
well as outside," the survey said. However, banks in India are yet to effectively
India has among the lowest penetration of retail loans in Asia. Though the sector has
been growing at around 15 per cent, there is still a huge opportunity to tap into.
Middle and -high-income homes in India has increased from 1.16 crore (11.6 million)
in 1995 to 2.57 crore (25.7 million) in 2002. Interest rates on retail loans have been
"The entry of a number of banks in India in the last few years has helped
says Kamath.
estimated at Rs 13 trillion.
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
incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
1977, the Corporation has maintained a consistent and healthy growth in its
portfolio covers well over a million dwelling units. HDFC has developed
also has a large corporate client base for its housing related credit facilities.
enviable network of over 684 branches spread over 316 cities across India. All
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
exchanges, the Bank has branches in the centers where the NSE/BSE have a
strong and active member base. The Bank also has a network of about over
4000 networked ATMs across these cities. Moreover, HDFC Bank's ATM
cardholders.
(another new private sector bank promoted by Bennett, Coleman & Co./Times
Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per
At present HDFC Bank is the leading most bank in the housing and
development sector and is growing very fast in the other banking sectors such
The authorized capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The
paid-up capital is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds
22.1% of the bank's equity and about 19.4% of the equity is held by the ADS
(FIIs) and the bank has about 190,000 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
HDFC Limited, Bennett, Coleman & Co. Ltd. and its group companies (the
promoters of erstwhile Times Bank Limited) and Chase Funds had entered
into tripartite agreement dated November 26, 1999 for effecting amalgamation
of Times Bank Limited with the Bank. Under this Agreement, Bennett
Coleman Group has a right to nominate one Director on the Board of the Bank
as long as its holding exceeds 5% of the share capital of the Bank. Currently,
as on March 31, 2007, the Bennett Coleman Group holds 5.15% of the share
capital of the Bank and Mr. Vineet Jain represents the group on the Board of
the Bank.
Chairman
Managing Director
Executive Director
Team Leader
Chairman
General Managers
ORGANIZATION
companies in the Indian corporate to small & mid-sized corporate and agri-
based businesses. For these customers, the Bank provides a wide range of
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
The objective of the Retail Bank is to provide its target market customers a full
range of financial products and banking services, giving the customer a one-
array of retail loan products including Auto Loans, Loans against marketable
customers the facility to hold their investments in electronic form. HDFC Bank
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 September
30, 2005, the bank had a total card base (debit and credit cards) of 5.2 million
cards. The Bank is also one of the leading players in the "merchant acquiring"
business with over 50,000 Point-of-sale (POS) terminals for debit / credit
Deposits
I. Savings Account
These accounts are primarily meant to inculcate a sense of saving for the
occupation, bank is confident that customer will find the perfect banking
solution.
Debit-cum-ATM card
Internet Banking
Phone banking
Anywhere Banking
Standing Instruction
Doorstep service
Comprehensive banking
Supplementary savings
Internet banking
Anywhere banking
Doorstep service
Inward remittance
Debit-cum-ATM-card
Internet banking
Phone banking
Anywhere banking
Standing instructions
Nomination facility
V. D-Mat accounts
Less documentation
HDFC Bank has its deposit programmes 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
quality, carrying negligible investment risk". CARE has also rated the Bank's
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". HDFC Bank also has its long term unsecured, subordinated
(Tier II) Bonds of Rs.4 billion rated by CARE and Fitch Ratings India Private
Limited. CARE has assigned the rating of "CARE AAA" for the Tier II Bonds
while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (Ind)" with the
outlook on the rating as "stable". In each of the cases referred to above, the
ratings awarded were the highest assigned by the rating agency for those
instruments?
Within this business, the bank has three main product areas - Foreign
Exchange and Derivatives, Local Currency Money Market & Debt Securities,
and Equities. With the liberalization of the financial markets in India, corporate
people who want to open savings A/c. I have to convince the customers to
open savings account in our bank. After convincing, I use to fill up the forms
through customers and collect their documents to login the form for opening
their accounts. There are some targets in a month, which we need to reach in
bank. I have done many activities like park activities, ATM activities,
get customers for opening accounts. The roles and responsibilities handled by
me are:
After three month working experience I came to know how to handle the
This training has helped me a lot in understanding the realities of the outside
world. I also came to know the real meaning of the word marketing. There are
both negative and positive experiences of our training. Some of these are:
It was quite difficult in the beginning to cope with both college studies
and job.
sales calls.
The company must gain confidence of the customers and provide services
customer care level of HDFC BANK. The study is applied descriptive as well
important aspects of the services. At the same time it was intended to find the
customer view about the product and the quality of service improvement. In
short this problem can be defined as: “Are customers satisfied with the
services at HDFC?”
a cutting edge over the competition, and develop a large market share. This
1. Working environment
2. Customer care
3. Personal care of the customers
4. Bank timings
5. Overall services
6. Special schemes provided
Primary Data
Secondary Data
PRIMARY DATA: Primary data are data’s, which are original in nature, and
are collected by the researcher. The method used to collect the primary data
SECONDARY DATA: Secondary data are data, which has been collected and
important method to know the present problem faced by the account holders
in the field of HDFC BANK. Newspaper, Articles, Books, Magazines etc. have
PLAN OF ANALYSIS:
averages.
coded, processed and tabulated in order to create graphs and charts to make
the project understandable. Chi Square Test is performed on the inferred data
The tool used for data collection is Primarily “Questionnaire method”. The
questions contained:
Where the respondent was given a chance to reply or give suggestions to the
Where the respondent was given a lesser chance to reply. This includes
alternatives.
Scales
Respondents were given a scale whose positions range from “Highly
Area of survey
The area selected to find the satisfactory level was in and around
Bannerghatta Road.
Sample Unit
SAMPLING:
Random sampling method to select a sample of 100 customers among the
indispensable for the company (HDFC) to conduct the study on the perception
and satisfaction level of its customers. This study will help the company in
making its new strategies to satisfy its customer in the ways in which he or
she wants to be satisfied and to the company its position in the market.
Bannerghatta Road only. This study will help the company to know in detail
about the customer perception and their attitude towards the company
services and products. The company will gain the feedback from the
30 – 40 43 43%
ANALYSIS
The above table shows that 22% of the respondents fall under the
INFERENCE
Hence it clearly shows that the majority of the respondents fall under
FEMALE 43 43%
MALE 57 57%
ANALYSIS
The table shows that there are 57% of male respondents and 43% of
female respondents.
INFERENCE
Thus the table clearly shows that the majority of the respondents are
ANALYSIS
The above table shows that there are no respondents who have a
and 77% fall under the more than Rs 20,000 household income
category.
INFERENCE
The table clearly shows that the majority of the respondents have more
ANALYSIS
respondents think its somewhat important while 20% feel its not so
INFERENCE
ANALYSIS
The table shows that according to the 20% of the respondents its very
not at all important while 45% of the respondents think its somewhat
important.
INFERENCE
Hence the table clearly shows that the majority of the respondents
appropriate.
The above table relates that the 65% of the respondents think its
its not so important while none of them think its not at all important.
INFERENCE
Table number 7 clearly shows that majority of the customers think that
its very important that the bank timings are convenient i.e. 65%
ANALYSIS
According to the table above none of the respondents think its not at
INFERENCE
Hence the table clearly shows that the majority of the customers think
its very important that the ZERO BALANCE SAVINGS ACCOUNT facility
GRAPH-7
ANALYSIS
From the above table , it can be analyzed that out of 100 respondents
10% only are highly satisfied with the Transaction timing of the Bank ,
62% of them are satisfied , 23% of them are on the neutral side .
happy with the time taken for transaction . This indicates that the
GRAPH-8
ANALYSIS
The above table shows that out of 100 respondents 12% are highly
satisfied with the Customer Care of the HDFC Bank, 63% of them are
satisfied and 21% are neutral, moreover 4% of them are dissatisfied and
INFERENCE
GRAPH-9
ANALYSIS
The above table shows that out of 100 respondents 54% are
INFERENCE
Most of the customers of the bank are satisfied, but there is a minority
mind as well their taste and preferences in the field of services sector.
The uncertain world or market structure existing in India has very typical way
of expectation when it comes to private bank and the banks have realized
their needs and desires and working towards satisfying their requirements and
level in my bank.
This project has opened up the new window of learning, which enables me
industry and that exactly what I went through in this period of management
training period.
CONCLUSION
does.
It is also a way of organizing the bank. The starting point for the organizational
design should be the customer and the bank should ensure that the services
are performed and delivered in the most effective way. Service facility should
The environment of the bank can be made more customers friendly and the
working of the bank should be more organized and efficient by training the
more effective.
5. The banking hours should be more customers friendly it should close little
cities .
8. Special schemes should be provided for smaller retail shops as well new
package of offers and discounts should be provided for high network people
5.4 QUESTIONNAIRE
1. Name ______________________________________
2. Age
20-30
30-40
40<
3. Gender
Male
Female
4. Marital Status
Married
Single
5. Income Level
<Rs.10, 000
>Rs.20, 000
Very important
Somewhat important
Not so important
Very important
Somewhat important
Not so important
Very important
Somewhat important
9. How important are the ZERO BALANCE CURRENT ACCOUNT facility provided
by HDFC to you?
Very important
Somewhat important
Not so important
10. What is your level of satisfaction with respect to the transaction timing of the
bank?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
12. What is your level of satisfaction with respect to the quality of overall service
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
13. What is your level of satisfaction with respect to special schemes offered by the
bank?
Highly satisfied
Neutral
Dissatisfied
Highly dissatisfied
14. What is your level of satisfaction with respect to the response time for grievance
handling?
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
15. What is your level of satisfaction with respect to the cheque book facility provided
by the bank?
Highly satisfied
Satisfied
Neutral
Highly dissatisfied
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
BIBLIOGRAPHY
India Today
Business world, Economic Times, Business world , Money regulator and Business
Line
NEWSPAPERS
Business Standard
INTERNET
www.hdfcbank.com
www.google.com