50287487 31 Project Report on Hdfc Bank Ltd

8/6/2019 50287487 31 Project Report on Hdfc Bank Ltd

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INTRODUCTION


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India has emerged the third most attractive market destination for apparelretailers, according to a new study by global management consulting firm

AT Kearney.

India comes after Brazil and China in the AT Kearney Retail Apparel

Index, which looks at ten drivers, including apparel consumption andclothing imports/exports, to rank the top 30 emerging markets for retail

apparel investments.

"In India, apparel is the second largest retail category, representing 10percent of the $37 billion retail market. It is expected to grow 12 -15

percent per year," said Hemant Kalbag, principal of Consumer Industries& Retail Practice, AT Kearney India.

"The top seven apparel companies account for less than 10 percent of the

total apparel retail market in India and Indian consumers tend to be moreloyal to a specific retailer than to an apparel brand. The result is a thriving

private label apparel market," the study said.

"Like many developed countries, apparel retail in India is driven by salespromotion," it added.

"The Retail Apparel Index was published for the first time this year as a

companion to A.T. Kearney's Global Retail Development Index (GRDI),a study of retail investment attractiveness among 30 emerging marketsconducted annually since 2001," said Saurine M. Doshi, a partner of A.T.Kearney India.

"The analysis evaluates more than 20 apparel markets to identify the top10 countries in terms of market size, growth prospects and consumeraffluence" Doshi added.

Turkey, Chile, Romania, Argentina, Thailand, Russia and the United

Arab Emirates are the other countries in the top-10 list.


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1.2 Objective of the study

The main objective of this project is to get the details of apparel

industries from its root. And to study the nature of perception label

and attitude of the customers, to evaluate the details of the apparel

retailing and its attributes in order to gather knowledge of the

whole industry.

Other objectives:-

y To know the banking brand prefer by the CUSTOMERS.

y To know the reason Why people prefers a particular brand.

y To understand how to increase the return of the company.


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y To give the personnel satisfaction to the customers and also getthe references from them .

y To identify the implicit factors affecting this service sector .

y To evoke suggestion for better market standards .

INDUSTRY PROFILE

(a)Growth and present status of the banking industry

By the 1960s, the Indian banking industry has become an important tool

to facilitate the development of the Indian economy. At the same time, it

has emerged as a large employer, and a debate has ensued about the

possibility to nationalize the banking industry. Indira Gandhi, the-then

Prime Ministerof India expressed the intention of the GOI in the annual

conference of the All India Congress Meeting in a paper entitled "Stray

thoughts on Bank Nationalisation."The paper was received with positive

enthusiasm. Thereafter, her move was swift and sudden, and the GOI

issued an ordinance and nationalised the 14 largest commercial banks


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with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a

national leader of India, described the step as a "masterstroke of political

sagacity."Within two weeks of the issue of the ordinance, the Parliament

passed the Banking Companies (Acquition and Transfer of Undertaking)

Bill, and it received the presidential approval on 9th August, 1969.

A second dose of nationalisation of 6 more commercial banks followed in

1980. The stated reason for the nationalisation was to give the

government more control of credit delivery. With the second dose of

nationalisation, the GOI controlled around 91% of the banking business

of India.

After this, until the 1990s, the nationalised banks grew at a pace of

around 4%, closer to the average growth rate of the Indian economy.

In the early 1990s the thenNarsimha Rao government embarked on a

policy ofliberalisation and gave licences to a small number of private

banks, which came to be known as New Generation tech-savvy banks,

which included banks such as Global Trust Bank (the first of such new

generation banks to be set up)which later amalgamated with Oriental

Bank of Commerce,UTI Bank(now re-named as Axis Bank), ICICI Bank

and HDFC Bank. This move, along with the rapid growth in the economy

of India, kickstarted the banking sector in India, which has seen rapid


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growth with strong contribution from all the three sectors of banks,

namely, government banks, private banks and foreign banks.

The next stage for the Indian banking has been setup with the proposed

relaxation in the norms for Foreign Direct Investment, where all Foreign

Investors in banks may be given voting rights which could exceed the

present cap of 10%,at present it has gone up to 49% with so me

restrictions.

The new policy shook the Banking sector in India completely. Bankers,

till this time, were used to the 4 -6-4 method (Borrow at 4%;Lend at

6%;Go home at 4) of functioning. The new wave ushered in a modern

outlook and tech-savvy methods of working for traditional banks.All this

led to the retail boom in India. People not just demanded more from their

banks but also received more.

Bank of India is an autonomous body, with minimal pres sure from the

government. The stated policy of the Bank on the Indian Rupee is to

manage volatility but without any fixed exchange rate -and this has mostly

been true.

With the growth in the Indian economy expected to be strong for quite

some time-especially in its services sector-the demand for banking

services, especially retail banking, mortgages and investment services are


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expected to be strong. One may also expect M&As, takeov ers, and asset

sales.

Present Status of banking industryCurrently (2008), banking in India is generally fairly mature in terms of

supply, product range and reach-even though reach in rural India still

remains a challenge for the private sector and foreign banks. In terms of

quality of assets and capital adequacy, Indian banks are considered to

have clean, strong and transparent balance sheets relative to other banks

in comparable economies in its region. In March 2006, the Reserve Bank

of India allowed Warburg Pincus to increase its stake in Kotak Mahindra

Bank (a private sector bank) to 10%. This is the first time an investor has

been allowed to hold more than 5% in a private sector bank since the RBI

announced norms in 2005 that any stake exceeding 5% in the private

sector banks would need to be vetted by them.

Currently, India has 88 scheduled commercial banks (SCBs) - 28 public

sector banks (that is with the Government of India holding a stake), 29

private banks (these do not have government stake; they may be publicly

listed and traded on stock exchanges) and 31 foreign banks. They have a

combined network of over 53,000 branches and 17,000 ATMs. According

to a report by ICRA Limited, a rating agency, the public sector banks


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hold over 75 percent of total assets of the banking industry, with the

private and foreign banks holding 18.2% and 6.5% respectively.

Banking in India

Centralbank

Reserve Bank of India

Nationalizedbanks

State Bank of India Allahabad Bank Andhra Bank Bank

of Baroda Bank of India Bank of Maharashtra CanaraBank Central Bank of India Corporation Bank Dena

Bank Indian Bank Indian Overseas Bank Oriental Bank

of Commerce Punjab & Sind Bank Punjab National

Bank Syndicate Bank Union Bank of India United Bank

of India UCO Bank Vijaya Bank IDBI Bank

Privatebanks

Axis Bank Bank of Rajasthan Bharat Overseas Bank

Catholic Syrian Bank Centurion Bank of Punjab City

Union Bank Development Credit Bank Dhanalakshmi

Bank Federal Bank Ganesh Bank of Kurundwad HDFCBank ICICI Bank IndusInd Bank ING Vysya Bank

Jammu & Kashmir Bank Karnataka Bank Limited Karur

Vysya Bank Kotak Mahindra Bank Lakshmi Vilas Bank

Nainital Bank Ratnakar Bank SBI Commercial and

International Bank South Indian Bank Tamilnad

Mercantile Bank YES Bank

Foreignbanks

Citibank HSBC Standard Chartered

Regionalbanks South Malabar Gramin Bank

(c) Future of banking industry in india

Almost 80% of the business are still controlled by Public Sector

Banks (PSBs). PSBs are still dominating the commercial banking


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system. Shares of the leading PSBs are already listed on the stock

exchanges.

The RBI has given licences to new private sector banks as part of

the liberalization process. The RBI has also been granting licences

to industrial houses. Many banks are successfully running in the

retail and consumer segments but are yet to deliver services to

industrial finance, retail trade, small bu siness and agricultural

finance.

The PSBs will play an important role in the industry due to its

number of branches and foreign banks facing the constrait of

limited number of branches. Hence, in order to achieve an effi cient

banking system, the onus is on the Government to encourage the

PSBs to be run on professional lines.

By the year 2009, the list of foreign banks in India is going to become

more quantitative as number of foreign banks are still wait ing with

baggage to start business in India.


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PROFILE

OF

THE ORGANIZATION

Origin of the HDFC BANK LIMITED

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.HDFC Bank was incorporated in August 1994, and,


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currently has a nationwide network of 761 B ranches and 1977 ATM's in

327 Indian towns and cities.

HDFC Bank began operations in 1995 with a simple mission: to be a

"World-class Indian Bank". We realized that only a single-minded focus

on product quality and service excellence would help us get the re.

Today, we are proud to say that we are well on our way towards that goal.

It is extremely gratifying that our efforts towards providing customer

convenience have been appreciated both nationally and internationally.


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2.2 Growth and development of the HDFC BANK LIMITED

HDFC Bank will merge itself with Centurion

Bank of Punjab (CboP) in order to expand its

global presence, especially in regions such as

Canada, Singapore and other destinations, reports

mint.

The bank plans to raise USD 1 billion from overseas markets to fund this

global expansion. This fund-raising will be done through different

instruments under the medium-term notes programme. Meanwhile, the

bank has already applied for licences in Bahrain and Hong Kong.

The CBoP merger will create the country`s largest private sector financial

institution in terms of

branch network. HDFC

Bank`s board has

already decided their

stock swap ratio of 1:29

and the combined

entity`s network would

go up to 1,148 branches.

FIG-1


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it has a network of over 684 branches spread over 316 cities across India.

The bank also has a network of about over 1,695 networked ATMs across

these cities.

Shares of the company gained Rs 27.6 , or 2.15% to settle at Rs 1313.9.

The total volume of shares traded was 48,911 at the BSE.

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.


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2.3 PRESENT STATUS OF HDFC BANK LIMITED

As of March 31, 2008, it had a network of 761 branches and 1,977

automated teller machines in 327 cities in India. The company was

founded in 1994 and is based in Mumbai, India. The authorised 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 Depository (in respect of the bank's American Depository

Shares (ADS) Issue). Roughly 31.3% of the equity is held by

Foreign Institutional Investors (FIIs) and the bank has about

190,000 shareholders. The shares are listed on the 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".

The Balance sheet of HDFC BANK LTD can gives us handful idea about

the present status of the organization.

Balance Sheet of HDFC BANK LTD

PERIOD ENDING 31-Mar-07 31-Mar-06 31-Mar-05

Annual Data | Quarterly Data All numbers in thousands

Assets

Current Assets

Cash And Cash 1,968,200 1,375,800 861,500


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Equivalents

Short Term Investments 297,400 94,400 -

Net Receivables 365,300 357,800 112,600

Inventory - - -

Other Current Assets - - -Total Current Assets - - -

Long Term Investments 19,512,200 15,349,700 10,792,200

Property Plant andEquipment

241,200 195,900 162,400

Goodwill - - -

Intangible Assets - - -

Accumulated Amortization - - -

Other Assets 1,123,400 409,000 209,200

Deferred Long Term AssetCharges

- - -

Total Assets 23,507,700 17,782,600 12,137,900

Liabilities

Current Liabilities

Accounts Payable 2,910,300 869,800 1,134,000

Short/Current Long TermDebt

2,458,700 1,701,400 1,423,200

Other Current Liabilities 15,831,700 12,663,800 8,334,300

Total Current Liabilities - - -

Long Term Debt 779,600 382,800 115,300

Other Liabilities - 917,200 -

Deferred Long TermLiability Charges

- - -

Minority Interest 7,500 5,000 -

Negative Goodwill - - -

Total Liabilities 21,987,800 16,540,000 11,006,800

Stockholders' Equity

Misc Stocks Options Warrants - - -

Redeemable Preferred Stock - - -

Preferred Stock - - -

Common Stock 74,100 70,400 71,000


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Retained Earnings 828,800 411,100 295,100

Treasury Stock - - -

Capital Surplus 701,300 602,600 591,200

Other Stockholder Equity (84,300) 158,500 173,800

Total Stockholder Equity 1,519,900 1,242,600 1,131,100

Net Tangible Assets $1,519,900 $1,242,600 $1,131,100

2.4 FUTURE PLANES OF HDFC BANK LIMITED

HDFC joins hands with Qatar National BankHDFC Bank tied up with Qatar National Bank (QNB) to offer a range of

products and services to expatriate Indians in Qatar, reports DNA.

The new bank, QNB-HDFC Bank NRI Services, will allow its customers

to use their dual account to remit money from any QNB branch to any

HDFC Bank branch in India. The remittance will take 24 hours and cost

USD 1.37. Customers can also avail of a host of HDFC Bank products

like online trading in Indian stock markets and rupee mutual fund

investments through QNB outlets. Apart from this, the tie -up also offers

benefits from QNB`s Qatar Airways Co-branded Credit Card, with no

fees for the first year and customers will be eligible for QNB`s loan

products at competitive prices.


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HDFC Bank plans to introduce a mobile-bank-cum- ATM in

Coimbatore to benefit its microfinance clients. Through this medium, the

bank will offer a suite of banking products such as credit, savings,

insurance and remittances. at the customers doorstep. Each mobile b ank

is expected to cost the Bank Rs.40 lakhs (USD 100,000) and Rs.1 lakh

(USD 2,500) monthly.

The bank plans to extend this technology all over the country

depending on the success of its pilot in Coimbatore. HDFC Bank would

soon launch its mobile bank for the benefit of microfinance clients and

also to reach the unbanked and under-banked sections of the society, a

senior bank executive said

India's HDFC Bank Renews Contract with NCR to Manage 2,000 ATMs;

Places Order for 300 New ATMs

DAYTON, Ohio--(BUSINESS WIRE)--NCR Corporation (NYSE:NCR

-News) announced the renewal of its automated teller machine (ATM)

Managed Services contract with HDFC Bank, Ltd (NYSE: HDB -News),

headquartered in Mumbai, India. The new 42-month deal taps NCR to

oversee more than 2,000 NCR and non-NCR ATMs for the bank and

expands on a prior three-year Managed Services contract. HDFC also has


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signed an additional order for 300 new ATMs. This order is in line with

HDFC Banks expansion strategy in India. The contract includes ATM

monitoring through incident management, cash management, first -line

maintenance and second-line maintenance

.

2.5 FUCTIONAL DEPARTMENT OF HDFC BANK

LMITED

In order to gain professional efficiency it has emerged with

different useful functional departments in every branch of the

organization as shown below:


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FIG.2

2.6 ORGANIZATION STR CTUR AND ORGANIZAION

C ART

HDFCBANK LTD

DIRECTSALESTEAM

AREASALESHEAD

AREA SALESMANAGER

SALESMANAGER

TEAMLEADER

CONTRACTSALES

EXECUTIVES

BRANCHMANAGER

PERSONALBANKER

OPERATIONALDEPARTMENT

ACCOUNTDEPARTMENT

TRALER


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HDFCB

FIG.-3

The C iti ofthe Board of Directors ofthe Bankis governed by

the Companies Act 1956, the Banking Regulation Act, 1949 and the

listing requirements ofthe Indian Stock Exchanges where the securities

issued by the Bank are listed. The Board has a strength of 9 Directors as

on March 31, 2007. All Directors otherthan Mr Aditya Puri are non-

executive directors. The Bank has fourindependent directors and five

non-independent directors. The Board consists of eminent persons with

considerable professional expertise and experience in banking, finance,

agriculture, small scale industries and other related fields. None ofthe

Directors on the Board is a member of more than 10 Committees and

JAGDI

H COPOOR(CHAIR AN/CHAIR PER

ON)

KEKI I

TRY (DIRECTOR)

INEET JAIN(DIRECTOR)

REN KARNAT(DIRECTOR)

AR

INDPANDE(DIRECTOR)

A

HI

A ANTA(DIRECTOR )

C

A

DE

(DIRECTOR )

GA TA DIRAN(DIRECTOR )

PANDIT PALANDE(DIRECTOR)

ADITYA P RI ( ANAGINGDIRECTOR)

HARI

HENGINEER (EXEC TI

EDIRECTOR)

PARE

H

KTHANKAR(EXEC TI

EDIRECTOR()


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Chairman of more than 5 Committees across all the companies in which

he/she is a Director. All the Directors have made necessary disclosures

regarding Committee positions occupied by them in other companies.

Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. RenuKarnad and

Mr. Vineet Jain are non-independent Directors on the Board.

Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C.M.

Vasudev are independent directors on the Board.

Mr. Keki Mistry and Mrs. Renu Karnad represent HDFC Limited on theBoard

of the Bank.

Mr. Vineet Jain is nominated by the Bennett, Coleman Group on theBoard of

the Bank.

The Bank has not entered into any materially significant transactions

during

the year, which could have a potential conflict of interest between theBank

and its promoters, directors, management and/or their relatives, etc.other


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than the transactions entered into in the normal course of business. The

Senior Management have made disclosures to the Board confirming that

there are no material, financial and/or commercial transactions between

them and the Bank which could have potential conflict of interest withthe

Bank at large


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HDFC Product Range

HDFC Bank India provides the following range of products:

y Savings Accounty HDFC Bank Preferredy

Sweep-In Accounty Super Saver Accounty HDFC Bank Plusy Demat Accounty HDFC Mutual Fundy HDFC Standard Life Insurance

HDFC India innovative services

y HDFC Phone Bankingy HDFC ATMy HDFC Inter-city/Inter-branch Bankingy HDFC Net Bankingy HDFC International Debit Cardy HDFC Mobile Bankingy HDFC Bill Pay

HDFC Bank Loans

y HDFC Personal Loan & Home loany HDFC New Car Loan and Used Car Loany HDFC Loan Against Sharesy HDFC Two Wheeler & Consumer Loan


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2.8 MARKET PROFILE OF HDFC BANK LIMITED

BSE - All Groups TABLE-111 Jun

17:31

Company Name

Last Price Change %

Change

Net

Profit

(Rs. cr)

ICICI Bank 741.65 10.05 1.37 3,110.22

HDFC Bank 1,184.55 53.60 4.74 1,590.18

Axis Bank

703.70 22.50 3.30 1,071.03

Federal Bank 194.50 -0.65 -0.33 292.73

JK Bank 610.80 6.80 1.13 274.49

Karnataka Bank 185.15 -1.90 -1.02 241.74

Karur Vysya

353.35 3.35 0.96 160.01

Kotak Mahindra 637.70 9.25 1.47 141.37

Centurion Bank 41.40 0.00 0.00 121.38

Bk Of Rajasthan

89.60 2.05 2.34 110.57South Ind Bk 122.60 1.85 1.53 104.12

Yes Bank 136.80 -3.65 -2.60 94.37

ING Vysya Bank

249.35 6.25 2.57 88.91

City Union Bank 26.40 0.40 1.54 71.81

IndusInd Bank 68.90 -0.20 -0.29 68.22


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The Bank earned total income of Rs.3,505.5 crores for the quarter ended

March 31, 2008, as against Rs.2,321.0 crores in the corresponding quarter

ended March 31, 2007, registering a growth of 51.0%. Net revenues (net

interest income plus other income) were Rs.2,191.4 crores for the quarter

ended March 31, 2008,an increase of 51.2% over Rs.1,448.9 crores for

the corresponding quarter of the previous year. Interest earned (net of

loan origination costs and amortization of premia on investments held in

the Held to Maturity (HTM) category) increased from Rs.1,926.5 crores

in the quarter ended March 31, 2007 to Rs.2,956.2 crores in the quarter

ended March 31, 2008, up by 53.4%. Net interest income (interest earned

less interest expended) for the quarter ended March 31, 2008 increased by

55.7% to

Rs.1,642.1 crores, driven by average asset growth of 50.3% and a corenet

interest margin of around 4.4%.Other income (non -interest revenue)

registered strong growth of 39.3% from Rs.394.4 crores for the quarter

ended March 31, 2007 to Rs.549.3 crores for the quarter ended March 31,

2008. The main contributor to 'Other Income' for the quarter was fees and

commissions of Rs.490.4 crores, up 37.6% from Rs.356.3 crores in the

corresponding quarter ended March 31, 2007. The oth er two major

components of other income were foreign exchange/derivatives revenues

of Rs.60.4crores and profit/ (loss) on revaluation/sale.


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DISCUSSION ON TRAINING


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WORK PROFILE (ROLE AND RESPONSIBILITIES)

I joined HDFC BANK LIMITED. as a Sales Executive. My basic

approach

was to get the professional idea about the process flow of the

organization and to gather idea about how does the indust ry operates

There, I was assigned to some roles and responsibilities such as:

y To help the customer to complete documentation and applicationformalities.

y To verify the authenticity of the documents and identity of thecustomer.

y To ensure strict adherence to Know Your Customer (KYC) normsin all application sourced.

y To meet the customer personally for collecting the IP cheque andthe AOD .

y To ensure that the customer is met up with either at his place ofwork or at his residence only.

y To ensure that all mandatory fields are entered properly.

y To maintain quality norms on depletion and for cheque bouncingcases.

y To understand the customers requirement .


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y To explain to the customer the various benefits of the productbeing distributed.


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3.2 DESCRIPTION OF LIVE EXPERIENCE

Being a Sales Executive everyday I used to generate new

customers for savings accounts by personal reference or by cold calling

or by ATM calling and by phone .There I found, the appointment fixed

by the customer was not working some time ,because they are not present

at the place where the appointment was fixed, that time I feel very

frustrated but it was part and parcel of this job so I have to adapt there.

Every day , I use to join the office within 9.15 am . I have to sign the

attendance sheet ,get the appointment fixed by the customers to go

through the day .

Apart from this I got a handful experiences on followings

1. Consumer behavior.

2. Different type of selling technique .

3. Understand the process of selling .

4. How they persuade customer to buy product .

5. How to manage the sales force effectively.


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STUDY OF THE RESEArCH PROBLEM


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4.1 STATEMENT OF RESEARCH PROBLEM

HDFC BANK LTD. is a structured and developing organization in

the field of Banking and Financial sector .Though It is providing

good service to both the customer in order to rise their attention

level into this industry it needs to get more efficiency in its

operation flow .what I have felt while working within the

organization is that the customer organizations are very much

specific to their needed criteria which is being very hard to match

with the bank profiles .Therefore , I carried out the research to get

proper findings on the problem that :

Why the customer requirement are not being matched properly with

the required criteria ?


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4.2 STATEMENT OF RESEARCH OBJECTIVES

The aim of this research is to find out proper logical solution

through proper analysis of data and information scientifically to

over come above mentioned problems so that the organization can

run their business efficient and competitively in the long run.

Here we have to determine the causes related to the problem. We

have to measure the frequency of the causes in order to minimize

the rate of factors affecting the problems regarding organizational

growth and smooth flow of its operations .

4.3 RESEARCH DESIGN AND METHODOLOGY

Research Design

Here in order to carry out the research I have arranged conditions

for collections and analysis of data in a manner that aims to

combine relevance to the research purpose with economy in

procedure. The research design is being conceptually structured


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within which research has been conducted ; It constitutes the blueprint

for the collection, measurement and analysis of data.

The designing decisions are made in respec t of

a. Research study is carried out within Kolkata and the zonesacross the city.

b. Technical data (qualitative and quantitative data) is used.c. The study includes 2 and months of time.d. Systematic and snowball sampling designs are made.e. By scaling technique ( likert scaling technique ) data is

analysed.

f. To study about the growth banking marketg. To find out the attributes that can enhance economy of

company

Research methodology


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Research methodolo gy is a way systematically solve the research

problem. It may be understood as a science of studying how

research is done scientifically.

The section includes the overall research design, the sampling

procedure, the data collection method, the field method and analysis

and procedure.

Research design : For this research project exploratory method is

used ,

Data collection method : Data collected for the research can be

classified as primary data and secondary data.

Primary data : Primary data is by visiting existing clients and

business developers and also the customers being served and yet to

serve,making them to fill up questionnaires.

Secondary data : Secondary data is from Internet , books, available

codes and rules .

Research Instrument

This instrument is used for data collection is structured

questionnaire. Questions are open and closed ended depending upon

the information that needed to be elicited. I am also using the


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scaling technique to assess the attitude of the customer through

participative and non participative observations, scheduled interview,etc.

Sampling plan : Keeping all the constrains in mind a sample size of

25 Clients. The sampling procedure is systematic and snowball

sampling.

4.4 ANALYSIS OF DATA


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The data, after collection, has been processed and analyzed in

accordance with the outline laid down for the purpose at the time

of developing the research plan. This is essential for a scientific

study and for ensuring that we have all relevant data for making

contemplated comparison and analysis. Technically speakin g,

processing implies editing, coding, classification and tabulation of

collected data so that they are amenable to analysis.

I have surveyed within 25 Clients in order to know their view and

opinion regarding their interests in different product we have. I made a

questionnaire and converse with them and encourage them to fill

up the questions. Some of the questions with their opinions are

shown

as follows


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CL E TB E

HOW DO YOU RANK THE SER ICE OF HDFCBANK LTD ?

FIG.-4

HOW WOULD YOU RANK THE COMPANY INCOMPARISON TO OTHERS ?

FIG.-5

0

2

4

6

8

10

ERYGOODGOOD

A ERAGEPOOR

0

10

20

ICICI BANKHD

C BANKA IS BANK

EDERALBANK

PREFERENCE OF CUSTOMERS

PRE

ERENCEO

CU

TO

ER


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IS THE OVERALL SERVICE OF THE COMPANY GOOD?

FIG.-6

LIKERT SCALE

CUSTOMERBASED

WHOM DO YOU WANT TO SERVE FORYOU?

0

24

6

8

10

12

14

16

Strongly

agreedagree

undecideddisagree

strongly

disagree

0

5

10

15

20

25

SBIICICI

A

ISHDFC


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FIG.-7

4.5 Summary of Findings

From the above chart we can see that averagely 50 % of the

Customer has given a favourable response, 40 % of them having a

neutral attitude towards the statement asked, 10 % of them has

shown a least favourable response.

From the above analysis we can say that the overall perfo rmance

of rendering service in terms quality, time, market position and

customer satisfaction is average.

What I observed while working over there in HDFC BANK LTD,

the service profile provided by the company is AVERAGE. So

some changes in their OPERATIONS has to be done in order to

increase more CUSTOMER involvement and for their growth and

development in future prospect .


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SUMMARY

AND CONCLUSION


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5.1 SUMMARY AND CONCLUSIONS

SUMMARY OF LEARNING EXPERIENCEIn recent times , the banking industry in India is in growing phase. With

years, banks are also adding services to their customers. The Indian

banking industry is passing through a phase of customers market. The

customers have more choices in choosing their banks. A competition has

been established within the banks operating in India.

With stiff competition and advancement of technology, the

services provided by banks has become more easy and convenient. The

past days are witness to an hour wait before withdrawing cash from

accounts or a cheque from north of the country being clea red in one

month in the south.

This section of banking deals with the latest discovery in the

banking instruments along with the polished version of their old systems.

Our firms have responded to the increased demands placed on the

organizations with great lan in terms of striving to provide a

holistic solution to their customer.

Being a part of the banking industry as a contract sales executive , I

got practical knowledge how do the industry use to act . what are

the functions that they use to do , how they mange all their

operations .


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And from personal point of view I learned how to match customer

requirement with their needs. I groomed in the field of dealing with

the customer , voice modulation , pursuing the corporate culture , need

to response in time .I got experienced on gathering knowledge on

how to interact with people ,how to tactfully handle the customers and

convinced them to buy our product . working culture , etc .

HDFC BANK LTD. is a pure service industry seek to serve the

customers best and pure banking solution as their needs by providing

range of useful banking products in order to give rise to the core

competencies there of.This organization is specialized in middle level

and top level customers . They used to maintain the customers needs

and their satisfaction.

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.


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5.2 CONCLUSION AND RECOMMENDATIONS

The Indian banking industry currently appears to be at a crossroad ,

where the industry are attempting to change customers perceptions

of their service providers where specific service getting motivation

appear to be replacing generalities.

The mindset of the Indian customers is such that they are delighted

if they buy service cheaper than there preferred service provider .

Things are , however , slowly changing and the customers at the

upper end of the market are now ready to pay more for more . I

hope that this approach will soon enter the new era , may be not

with the same intensity .

success will largely be determined to the extent a company can

differentiate itself in terms of intangibles that go with the service .

Thus , success could well hinge on the best of bundle of service

that HDFC BANK LTD. provides .

Key attribute components:-

Time value and matching the criteria of the requi rements of

CUSTOMERS

Physical attributes.

Brand image


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Service diversification

These components should be dealt with great care and

independently . The basic needs of the customers need to be

addressed which is actually saving time a nd better quality .

Although being a growing and developing bank it would be better

to run in this rapidly changing and evolving market with value

product model of business process .

The advertisement should speak only of the believable concepts

rather than glorifying the pretentious ones . This would help to gain

concrete image of their own in this market .


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APPENDIX

LIST OF GRAPHS & CHARTS

SL

.No.

Graph No . Graph Title Page No.

1

2

3

4

5

6

7

8

Fig -1

Chart -1

Fig -2

Fig -3

Fig -4

Fig -5

Fig -6

FIG-7

HDFC BANK LTD.Financialperformance.

Balance sheet of HDFC BANK Ltd

Functional department of HDFC BANKLTD.

Organizatons structure and chart.

Customer based service ranking ofHDFC BANK LTD.

Customer based comparative ranking ofHDFC BANK LTD.

Customer based service valuation ofHDFC BANK LTD on Likert scale.

Customer based comparativeperformance of the HDFC BANK LTD.

17

19-20

23

24

39

39

40

40


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LIST OF TABLES

QUESTIONNAIRE

SL

.NO.

TABLE

No.

Table Title Page No.

1. Table -1 Profit/loss on revaluation/sale of HDFC BANKLTD.

28


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NAME:

NO.

1. Do you have any saving account with HDFC BANK LTD ?

Yes No..

2. Do you prefer this Bank to be your Financal consultant?

Yes No..

3. How is the quality of the service of the HDFC BANK LTD ?

Very Good Good Average. Poor

4. How much popular and reliable is the service of the HDFCBANK

LTD?

..

5. What is the unique feature of the HDFC BANK LTD. ?.......................................................................................................

6. How do you rank the following Private sector Bank ?ICICI BANK AXIS BANK KOTAK MAHINDRA.

HDFC BANK LTD.

7. Did you have got service from any other BANK ?

If Yes. Then mention.. . No

8. How do rank the performance of HDFC BANK LTD ?

Very Good Good So So. Poor Dont

know..

9. Is the Overall performance of the company good ?Strongly agree. Agree Undecided. Disagree. Strongly


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disagree.

BIBLIOGRAPHY

Chatterjee , N.N., Management of Personnel in public Enterprise ,

Allied Publising House , Kolkata, 1997 p. 44

James manktelow , Get Ahead .Stay Ahead ,www.mindtools.com,1995-2007

Philip Kotler (Eight Edition), Marketing Management , Prentice

Hall of India Pvt . Ltd. Dorling Kingdersley (India) Pvt Ltd p. 405

T.N Chhabra , Human Resource Management , Gagan Kapur for

Dhanpat Rai & Co (P) Ltd . , Delhi , 2004.p.74

ibid p.164

VSP RAO , Human Resouce Management , Excel Books , New Delhi

2006 p.131

WEB SITES

1.www.hdfcbank.com


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2.www.yhaoofinance.com

3.www.moneycontrol.com


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50287487 31 Project Report on Hdfc Bank Ltd

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