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HNW Scoping & Market

Survey for Middle Segment


Traders
Presented byIndra Mani Tripathi

HDFC BANK

Market survey for products being provided to


existing HNW clients in the middle segment
traders

Objective of Study

Market survey for products being provided by


competitors to potential HNW clients in middle
segment traders
Comparative analysis of clients satisfaction
with products provided by HDFC bank and
competitors

HDFC BANK

Problem Definition
Middle Segment traders
Market Survey and Scoping
Competitors

HDFC BANK

Importance of Study
To understand the need of traders
To recognise the potential customers
How to gain superior quality service
Different product analysis

HDFC BANK

Research Methodology
Research Design

Exploratory

Sample Size

82

Sampling
Technique

Pre-determined
Sample

Data Collection

Interview based
on questionnaire

Data Analysis

Descriptive
Inferential

HDFC BANK

Descriptive Analysis
Business Information
(i) The average age of business is found to be 14
years.
(ii) Business Type Info.

Business Type

No. of traders

Sole

54

Partnership

21

Private Ltd.

HDFC BANK

(iii) Annual Turnover Info.

More than half customers lie in 50 lakhs- 5 Crore


group.
HDFC BANK

(iv) Deals in

HDFC BANK

Trading is one of the major


business operation in these
markets.

Banking Information

(i) Primary Bank Info


(A)Primary Bank

HDFC BANK

(B) Reasons for selecting above Bank

HDFC BANK

10

(C) Major Products of Primary Bank

HDFC BANK

11

(ii) Multiple Banking Info.

(A) Multiple Banking with

HDFC BANK

12

(B) Reasons for selecting above as optional


Banks

HDFC BANK

13

(iii) Current A/c Info.

(A) Current A/c in

HDFC BANK

14

(B) Factors importance in selecting


Current A/c
Charges on transaction was a
major factor with 62% traders
having there agreement on it.
No. of transaction was the
second most agreed factor with
55%.
Location of the branch was least
preferred factor in having current
a/c.
HDFC BANK

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(iv) Limit Info.

(A) Limit from

HDFC BANK

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(B) Factors important in taking up limit


Charges paid as interest is the first
factor which comes in any common
man mind while taking up limit, so
was in it with 55% agreement on it.
Recommendations from friends is
still in a big count with 37%
agreement, so this need to be
studied well.

HDFC BANK

17

(v) POS Info.

(A) POS of which bank

HDFC BANK

18

(B) Factors important in having POS


Service Quality is the major
agreed factor among traders in
having POS of any bank with 70%.
This is the reason of HDFC Bank
covering more than half market in
POS.

HDFC BANK

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Satisfaction Information
(i)

With Primary Bank

Most no. of peoples (87.7%) are satisfied


with the responsiveness of there banks.
Flexibility in providing info where
satisfaction is just 40% is the one
parameter which needs to be get focused
for tapping the potential customers.
Assistance in providing info ,where
people are enjoying a good satisfaction
level is the one which is need of hour.

HDFC BANK

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(ii) HDFC Bank Product & Satisfaction


Analysis
The traders who are having HDFC Bank
as primary bank approx. 45% of them
having current a/c in other banks also.
No. of transactions/day is important for
almost 75% of HDFC customers.
No customer who are having primary
bank is having limit from HDFC Bank.
They are mostly having limits from public
sector banks due to lower rate of interest.
HDFC BANK

21

100% customers who are having HDFC


as primary is having POS of HDFC Bank.
Speed of transaction is important for
around 50% of people who are having
HDFC as primary Bank.
The overall satisfaction with HDFC
Bank products is around 4 when having
HDFC Bank as primary Bank.

HDFC BANK

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(iii) Other Bank Product & Satisfaction


Analysis

The traders who are having other bank as


primary one approx. 33% are having
current a/c in HDFC Bank also.
Here again No. of transactions/day is the
major reason when we see there reasons
for having HDFC Banks current a/c.
Approx. 12.5% traders are having limit
with HDFC Bank if its not there primary
Bank.
HDFC BANK

23

The
major
reason
is
easier
documentation and better financial
guidance in having HDFC limit.
More than 50% traders who are not
having HDFC Bank as there primary
Bank is having its POS.
The average satisfaction level with
other banks customer with there bank is
found to be 3.75.

HDFC BANK

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Inferential Analysis
(I)SWOT Analysis
Strength
operational efficiency is
maintained at the highest
level in HDFC Bank
strong financial position
with having very less NPA
HDFC bank focuses on
customization of products
according to traders need
HDFC bank holds strong
position on CRM part

HDFC BANK

Weakness
The coverage market
area of HDFC bank is
very limited
lack of trust and belief
shown by the Indian
population and traders
are not different
the traders doesnt
get that emotional
attachment
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SWOT Cont...
Opportunities
HDFC can innovate new
products (customized
products) and services
HDFC offer cost
effective services like
Electronic Fund Transfer,
I-banking, etc for traders
HDFC bank is better
equipped to solve
customer problems
HDFC BANK

Threats
Expansion of foreign
banks in India poses
tough competition.
Failure of some private
sector banks gives an
insecurity among
traders
Recent announcements
of merger of public
sector banks.
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(ii) Perceptual Mapping

Curr
ent
A/c
satisf
Overa
ll actio
1
Satisfn
action

HDFC BANK

HDFC
YES
PNB
KMB
2

ICICI
6
IndusInd
Others
UBI
AXIS
SBI

27

Here as observed HDFC bank is leader among


banks on satisfaction level.
The main competitors among satisfaction level is
mainly other categories which basically contains
public sector banks.
If we talk about private sector bank then YES bank
is major competitor in providing satisfaction level.
The size of bubble denotes the market share of the
bank. As it can be observed that HDFC is having
highest market share followed by ICICI bank.

HDFC BANK

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(iii) Semantic Differential Chart


Semantic Differential Chart
Responsiveness to your enqueries
5
Personalized Services

Financial guidance & counselling


4.5
Fast processing of your loan application

Updating of a/c details

Assistance in cash management

JINENDER JAIN
RAJESH

Descriptors

Values
Fast collection/transactions of funds

JOHN MICROSOFT RESELLER


MEHR SONS
RAMA STORES

Flexibility in providing services

3.5

Range of services offered

Complaint service procedures

Assistance in providing info

Reliability in providing info


2.5

HDFC BANK

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Range of services offered is the one parameter on


which 4 out of 5 have given 5 point to HDFC Bank. So
range of services offered is the most satisfactory thing
among customers.
Financial guidance and counseling, fast processing of
loan request, assistance in cash management,
flexibility in providing services and complaint service
procedures are the parameter where there 3 different
opinion exist.
There is not any two cases in which all the reply are
same in respect to all the parameters. This is showing
lack of standardization of services provided to
customers which need to be take care of.
HDFC BANK

30

Conclusion
HDFC Bank is a leader among all the
products
Satisfaction level with HDFC Bank is
also higher in comparison to other banks
POS of HDFC Bank has covered almost
3/4th of the market
Limit is still an undiscovered field
whether it be HDFC Bank or any other
bank

HDFC BANK

31

Managerial Implications
Trust level among traders for HDFC
Bank is needed to get raised
Cost is the reason about which traders
have perception that public sector bank
is good in that
The loss of having multiple banking
should be made very clear to traders
when giving them any product
Standardization of services should be
there

HDFC BANK

32

Limitations
The study was limited to sector 22 & 35
market only
Unavailability of owners
Unawareness about products

HDFC BANK

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Thank you

HDFC BANK

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