Comparative Study of Customer’s Satisfaction Towards Hdfc Bank and State Bank of India

8/11/2019 Comparative Study of Customer’s Satisfaction Towards Hdfc Bank and State Bank of India

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COMPARATIVE STUDY OF CUSTOMER’S

SATISFACTION

TOWARDS HDFC BANK

AND

STATE BANK OF INDIA

1



DECLARATION

Hereby we declare that the project report entitled “COMPARATIVE ST!" O#

CSTOMER$S SATIS#ACTIO% TO&AR!S H!#C 'A%( A%! STATE 'A%( O#

I%!IA) *+b,itted -or the de.ree o- Ma*ter o- '+*ine** Ad,ini*tration/ o+r ori.inal

wor0 and the project report ha* not -or,ed the ba*i* -or the award o- any diplo,a/

de.ree/ a**ociate *hip/ -ellow*hip or *i,ilar other title* It ha* not been *+b,itted to any

other +ni2er*ity or in*tit+tion -or the award o- any de.ree or diplo,a

. . . . .

3



ABSTRACT

The pre*ent *t+dy wa* +nderta0en to 0now the pre-erence o- the c+*to,er* toward*

H!#C 'an0 and State 'an0 o- India 4S'I51 The ,ain proble, o- the c+*to,er* i*

they are not well aware o- the *er2ice* pro2ided by their ban0*1 The *t+dy al*o -orce

on the c+*to,er perception that how the ban0in. *er2ice can be i,pro2ed1 In o+r

*t+dy we ha2e +*ed both pri,ary *o+rce* o- data a* well a* *econdary *o+rce* o-

data1 !+rin. project we ca,e to 0now that both the ban0* are hi.hly pre-erred by the

c+*to,er* b+t their pre-erence i* di--erent +p to *o,e e6tent toward* the *er2ice o- the*e ban0*

7



ACKNOWLEDGEMENT

%o *erio+* and la*tin. achie2e,ent or *+cce** one e2er achie2e* witho+t the -riendly

.+idance and cooperation o- *o ,any people in2ol2ed in wor0

#ore,o*t o- all/ I e6pre** ,y .ratit+de to the Al,i.hty -or hi* ble**in.* and -or 2e*tin.

wi*do, in all ,y wi*he*

A -eelin. o- elation in*i*t* +* on e6pre**in. o+r heartie*t .ratit+de to MrA,it

Mahendroo/ who allowed doin. o+r project +nder hi* *+per2i*ion

I place o+r than0* to all tho*e who *pared their ti,e and ,ade it con2enient -or +* to

co,plete the re*earch &e deeply ac0nowled.e their concern -or o+r re*earch 8a*t b+t

not the lea*t/ we al*o wi*h to red cord o+r .ratit+de -or any per*on/ o+r ,e,ory ha*

-ailed to recall/ who rendered hi*9her9their *+pport and *er2ice*

:



TABLE OF CONTENTS

Chapter 1

Banking Industry

1.1 Introduction to banking Industry 7-10

1.2 Banking system in India 10-12

1.3 Private Sector Bank 12-17

1.4 Public Sector Bank 17-1

Chapter 2

om!any Pro"ile

2.1 #vervie$ on State Bank #" India %-24

2.2 Services !rovided by State Bank #" India 24-2&

2.3 S'#( analysis o" SBI 2&-2)

2.4 #vervie$ on *+, Bank 2)-34

2.& Services !rovided by *+, Bank 34-3)

2.) S'#( analysis o" *+, Bank 3)-37

Chapter 3 3.1 #bectives 3

3.2 Sco!e 3

3.3 literature revie$ 3-41

3.4 /esearc etodology 41-42

3.& imitations o" te study 42

Chapter 4 +ata nalysis and ,indings

4.1 State Bank #" India bank analysis 43-&)

4.2 *+, Bank analysis &7-71

4.3 om!arative analysis 72-3

Chapter 5 &.1 &.1Suggestions and recommendations 4

&.2 &.2 ssum!tions 4Appendix

).1 uestionnaire &-

).2 Bibliogra!y

;



Chapter

BANKING INDUSTRY

.I!tr"#$%t&"! t" I!#&a! Ba!'&!( S)*te+

H&*t"r) ", Ba!'&!( &! I!#&a

&itho+t a *o+nd and e--ecti2e ban0in. *y*te, in India it cannot ha2e a healthy econo,y

The ban0in. *y*te, o- India *ho+ld not only be ha**le -ree b+t it *ho+ld be able to ,eet

new challen.e* po*ed by the technolo.y and any other e6ternal and internal -actor*

#or the pa*t three decade* India<* ban0in. *y*te, ha* *e2eral o+t*tandin. achie2e,ent*

to it* credit The ,o*t *tri0in. i* it* e6ten*i2e reach It i* no lon.er con-ined to only

,etropolitan* or co*,opolitan* in India In -act/ Indian ban0in. *y*te, ha* reached e2en

to the re,ote corner* o- the co+ntry Thi* i* one o- the ,ain rea*on* o- India<* .rowth

proce**

The .o2ern,ent<* re.+lar policy -or Indian ban0 *ince 1=>= ha* paid rich di2idend* with

the nationali?ation o- 1: ,ajor pri2ate ban0* o- India

%ot lon. a.o/ an acco+nt holder had to wait -or ho+r* at the ban0 co+nter* -or .ettin. adra-t or -or withdrawin. hi* own ,oney Today/ he ha* a choice @one are day* when the

,o*t e--icient ban0 tran*-erred ,oney -ro, one branch to other in two day* %ow it i*

*i,ple a* in*tant ,e**a.in. or dial* a pi??a Money ha* beco,e the order o- the day

The -ir*t ban0 in India/ tho+.h con*er2ati2e/ wa* e*tabli*hed in 1B> #ro, 1B> till

today/ the jo+rney o- Indian 'an0in. Sy*te, can be *e.re.ated into three di*tinct pha*e*

They are a* ,entioned below

• Early pha*e -ro, 1B> to 1=>= o- Indian 'an0*

• %ationali?ation o- Indian 'an0* and +p to 1==1 prior to Indian ban0in. *ector

Re-or,*

• %ew pha*e o- Indian 'an0in. Sy*te, with the ad2ent o- Indian #inancial D

'an0in. Sector Re-or,* a-ter 1==1

>



To ,a0e thi* write+p ,ore e6planatory/ I pre-i6 the *cenario a* Pha*e I/ Pha*e II and

Pha*e III

Pha*e I

The @eneral 'an0 o- India wa* *et +p in the year 1B> %e6t ca,e 'an0 o- Hind+*tan

and 'en.al 'an0 The Ea*t India Co,pany e*tabli*hed 'an0 o- 'en.al 41BF=5/ 'an0 o-

'o,bay 41B:F5 and 'an0 o- Madra* 41B:75 a* independent +nit* and called it Pre*idency

'an0* The*e three ban0* were a,al.a,ated in 1=3F and I,perial 'an0 o- India wa*

e*tabli*hed which *tarted a* pri2ate *hareholder* ban0*/ ,o*tly E+ropean* *hareholder*

In 1B>; Allahabad 'an0 wa* e*tabli*hed and -ir*t ti,e e6cl+*i2ely by Indian*/ P+njab

%ational 'an0 8td wa* *et +p in 1B=: with headG+arter* at 8ahore 'etween 1=F> and

1=17/ 'an0 o- India/ Central 'an0 o- India/ 'an0 o- 'aroda/ Canara 'an0/ Indian 'an0/

and 'an0 o- My*ore were *et +p Re*er2e 'an0 o- India ca,e in 1=7;

!+rin. the -ir*t pha*e the .rowth wa* 2ery *low and ban0* al*o e6perienced periodic

-ail+re* between 1=17 and 1=:B There were appro6i,ately 11FF ban0*/ ,o*tly *,all To

*trea,line the -+nctionin. and acti2itie* o- co,,ercial ban0*/ the @o2ern,ent o- India

ca,e +p with The 'an0in. Co,panie* Act/ 1=:= which wa* later chan.ed to 'an0in.

Re.+lation Act 1=:= a* per a,endin. Act o- 1=>; 4Act %o 37 o- 1=>;5 Re*er2e 'an0 o-

India wa* 2e*ted with e6ten*i2e power* -or the *+per2i*ion o- ban0in. in India a* theCentral 'an0in. A+thority

!+rin. tho*e day$* p+blic ha* le**er con-idence in the ban0* A* an a-ter,ath depo*it

,obili?ation wa* *low Abrea*t o- it the *a2in.* ban0 -acility pro2ided by the Po*tal

depart,ent wa* co,parati2ely *a-er Moreo2er/ -+nd* were lar.ely .i2en to trader*

Pha*e II

@o2ern,ent too0 ,ajor *tep* in thi* Indian 'an0in. Sector Re-or, a-ter independence

In 1=;;/ it nationali?ed I,perial 'an0 o- India with e6ten*i2e ban0in. -acilitie* on a

lar.e *cale e*pecially in r+ral and *e,i+rban area* It -or,ed State 'an0 o- India to act

a* the principal a.ent o- R'I and to handle ban0in. tran*action* o- the nion and State

@o2ern,ent* all o2er the co+ntry

Se2en ban0* -or,in. *+b*idiary o- State 'an0 o- India wa* nationali?ed in 1=>F on 1=th



+ly/ 1=>=/ ,ajor proce** o- nationali?ation wa* carried o+t It wa* the e--ort o- the then

Pri,e Mini*ter o- India/ Mr* Indira @andhi 1: ,ajor co,,ercial ban0* in the co+ntry

were nationali?ed

Second pha*e o- nationali?ation Indian 'an0in. Sector Re-or, wa* carried o+t in 1=BF

with *e2en ,ore ban0* Thi* *tep bro+.ht BF o- the ban0in. *e.,ent in India +nder

@o2ern,ent owner*hip

The -ollowin. are the *tep* ta0en by the @o2ern,ent o- India to Re.+late 'an0in.

In*tit+tion* in the Co+ntry

• 1=:= Enact,ent o- 'an0in. Re.+lation Act

• 1=;; %ationali?ation o- State 'an0 o- India

• 1=;= %ationali?ation o- S'I *+b*idiarie*

• 1=>1 In*+rance co2er e6tended to depo*it*

• 1=>= %ationali?ation o- 1: ,ajor ban0*

• 1=1 Creation o- credit .+arantee corporation

• 1=; Creation o- re.ional r+ral ban0*

• 1=BF %ationali?ation o- *e2en ban0* with depo*it* o2er 3FF crore*

A-ter the nationali?ation o- ban0*/ the branche* o- the p+blic *ector ban0 India ro*e to

appro6i,ately BFF in depo*it* and ad2ance* too0 a h+.e j+,p by 11/FFF

'an0in. in the *+n*hine o- @o2ern,ent owner*hip .a2e the p+blic i,plicit -aith andi,,en*e con-idence abo+t the *+*tainability o- the*e in*tit+tion*

Pha*e III

Thi* pha*e ha* introd+ced ,any ,ore prod+ct* and -acilitie* in the ban0in. *ector in it*

re-or,* ,ea*+re In 1==1/ +nder the chair,an*hip o- M %ara*i,ha,/ a co,,ittee wa*

*et +p by hi* na,e which wor0ed -or the liberali?ation* o- ban0in. practice*

The co+ntry i* -looded with -orei.n ban0* and their ATM *tation* E--ort* are bein. p+t

to .i2e a *ati*-actory *er2ice to c+*to,er* Phone ban0in. and net ban0in. i* introd+ced

The entire *y*te, beca,e ,ore con2enient and *wi-t Ti,e i* .i2en ,ore i,portance

than ,oney

The -inancial *y*te, o- India ha* *hown a .reat deal o- re*ilience It i* *heltered -ro, any

cri*i* tri..ered by any e6ternal ,acroecono,ic* *hoc0 a* other Ea*t A*ian Co+ntrie*

B



*+--ered Thi* i* all d+e to a -le6ible e6chan.e rate re.i,e/ the -orei.n re*er2e* are hi.h/

the capital acco+nt i* not yet -+lly con2ertible/ and ban0* and their c+*to,er* ha2e

li,ited -orei.n e6chan.e e6po*+re

.- Ba!'&!( *)*te+ &! I!#&a

The Indian ban0in. can be broadly cate.ori?ed into nationali?ed 4.o2ern,ent owned5/

pri2ate ban0* and *peciali?ed ban0in. in*tit+tion* The Re*er2e 'an0 o- India act* a

centrali?ed body ,onitorin. any di*crepancie* and *hortco,in. in the *y*te, Since the

nationali?ation o- ban0* in 1=>=/ the p+blic *ector ban0* or the nationali?ed ban0* ha2e

acG+ired a place o- pro,inence and ha* *ince then *een tre,endo+* pro.re** The need to

beco,e hi.hly c+*to,er -oc+*ed ha* -orced the *low,o2in. p+blic *ector ban0* to

adopt a -a*t trac0 approach The +nlea*hin. o- prod+ct* and *er2ice* thro+.h the net ha*

.al2ani?ed player* at all le2el* o- the ban0in. and -inancial in*tit+tion* ,ar0et .rid to

loo0 anew at their e6i*tin. port-olio o--erin. Con*er2ati2e ban0in. practice* allowed

Indian ban0* to be in*+lated partially -ro, the A*ian c+rrency cri*i*Indian ban0* are now

G+otin. al hi.her 2al+ation when co,pared to ban0* in other A*ian co+ntrie* 42i? Hon.

(on./ Sin.apore/ Philippine* etc5 that ha2e ,ajor proble,* lin0ed to h+.e %on

Per-or,in. A**et* 4%PA*5 and pay,ent de-a+lt* Cooperati2e ban0* are ni,ble -ooted

in approach and ar,ed with e--icient branch networ0* -oc+* pri,arily on the Jhi.h

re2en+e$ niche retail *e.,ent*

The Indian ban0in. ha* -inally wor0ed +p to the co,petiti2e dyna,ic* o- the Jnew$

Indian ,ar0et and i* addre**in. the rele2ant i**+e* to ta0e on the ,+lti-ario+* challen.e*

o- .lobali?ation 'an0* that e,ploy IT *ol+tion* are percei2ed to be J-+t+ri*tic$ and

proacti2e player* capable o- ,eetin. the ,+lti-ario+* reG+ire,ent* o- the lar.e c+*to,er*

ba*e Pri2ate ban0* ha2e been -a*t on the +pta0e and are reorientin. their *trate.ie* +*in.

the internet a* a ,edi+, The Internet ha* e,er.ed a* the new and challen.in. -rontier o-

,ar0etin. with the con2entional phy*ical world tenet* bein. j+*t a* applicable li0e in any

other ,ar0etin. ,edi+,

The Indian ban0in. ha* co,e -ro, a lon. way -ro, bein. a *leepy b+*ine** in*tit+tion to

a hi.hly proacti2e and dyna,ic entity Thi* tran*-or,ation ha* been lar.ely bro+.ht

=



abo+t by the lar.e do*e o- liberali?ation and econo,ic re-or,* that allowed ban0* to

e6plore new b+*ine** opport+nitie* rather than .eneratin. re2en+e* -ro, con2entional

*trea,* 4ie borrowin. and lendin.5 The ban0in. in India i* hi.hly -ra.,ented with 7F

ban0in. +nit* contrib+tin. to al,o*t ;F o- depo*it* and >F o- ad2ance* Indian

nationali?ed ban0* 4ban0* owned by the .o2ern,ent5 contin+e to be the ,ajor lender* in

the econo,y d+e to their *heer *i?e and penetrati2e networ0* which a**+re* the, hi.h

depo*it ,obili?ation The Indian ban0in. can be broadly cate.ori?ed into nationali?ed/

pri2ate ban0* and *peciali?ed ban0in. in*tit+tion*

The Re*er2e 'an0 o- India act a* a centrali?ed body ,onitorin. any di*crepancie* and

*hortco,in. in the *y*te, It i* the -ore,o*t ,onitorin. body in the Indian -inancial

*ector The nationali?ed ban0* 4ie .o2ern,entowned ban0*5 contin+e to do,inate the

Indian ban0in. arena Ind+*try e*ti,ate* indicate that o+t o- 3: co,,ercial ban0*

operatin. in India/ 337 ban0* are in the p+blic *ector and ;1 are in the pri2ate *ector The

pri2ate *ector ban0 .rid al*o incl+de* 3: -orei.n ban0* that ha2e *tarted their operation*

here nder the a,bit o- the nationali?ed ban0* co,e the *peciali?ed ban0in.

in*tit+tion* The*e cooperati2e*/ r+ral ban0* -oc+* on area* o- a.ric+lt+re/ r+ral

de2elop,ent etc/ +nli0e co,,ercial ban0* the*e cooperati2e ban0* do not lend on the

ba*i* o- a pri,e lendin. rate They al*o ha2e 2ario+* ta6 *op* beca+*e o- their holdin.

pattern and lendin. *tr+ct+re and hence ha2e lower o2erhead* Thi* enable* the, to .i2e

a ,ar.inally hi.her percenta.e on *a2in.* depo*it* Many o- the*e cooperati2e ban0*

di2er*i-ied into *peciali?ed area* 4caterin. to the 2a*t retail a+dience5 li0e car -inance/

ho+*in. loan*/ tr+c0 -inance etc in order to 0eep pace with their p+blic *ector and

pri2ate co+nterpart*/ the cooperati2e ban0* too ha2e in2e*ted hea2ily in in-or,ation

technolo.y to o--er hi.hend co,p+teri?ed ban0in. *er2ice* to it* client*

TYPES OF BANKS

Ce!tra Ba!'

The Re*er2e 'an0 o- India i* the central 'an0 that i* -+lly owned by the @o2ern,ent It

i* .o2erned by a central board 4headed by a @o2ernor5 appointed by the Central

@o2ern,ent It i**+e* .+ideline* -or the -+nctionin. o- all ban0* operatin. within the

co+ntry

1F



C"/"perat&0e Se%t"r

The cooperati2e *ector i* 2ery ,+ch +*e-+l -or r+ral people The cooperati2e ban0in.

*ector i* di2ided into the -ollowin. cate.orie*

aState cooperati2e 'an0*

bCentral cooperati2e ban0*

cPri,ary A.ric+lt+re Credit Societie*

De0e"p+e!t Ba!'*1F&!a!%&a I!*t&t$t&"!*

• IFCI

• IDBI

• ICICI

• IIBI

• SCICI Lt#

• NABARD

• E2p"rt/I+p"rt Ba!' ", I!#&a

• Nat&"!a H"$*&!( Ba!'

• S+a I!#$*tr&e* De0e"p+e!t Ba!' ", I!#&a

• N"rth Ea*ter! De0e"p+e!t F&!a!%e C"rp"rat&"!

.3 PRIVATE SECTOR BANKS

a Old .eneration pri2ate ban0*

b %ew .eneration pri2ate ban0*

c #orei.n ban0* operatin. in India

d Sched+led cooperati2e ban0*

e %on*ched+led ban0*

11



Pr&0ate Se%t"r Ba!'*

1H!#C 'an0

3 ICICI 'an0

7 #ederal 'an0

: I%@ Vy*ya 'an0

; A6i* 'an0 4-or,erly TI 'an05

> "e* 'an0

'an0 o- Raja*than

B'harat O2er*ea* 'an0

= Catholic Syrian 'an0

1FCent+rion 'an0 o- P+njab

11City nion 'an0

13!e2elop,ent Credit 'an0

17 !hanala0*h,i 'an0

1:@ane*h 'an0 o- (+r+ndwad

1; Ind+*Ind 'an0

1> a,,+ D (a*h,ir 'an0

1(arnata0a 'an0 8i,ited

1B(ar+r Vy*ya 'an0

1= (ota0 Mahindra 'an0

3F 8a0*h,i Vila* 'an0

31 %ainital 'an0

33 Ratna0ar 'an0

37 S'I Co,,ercial and International 'an0

13



3:So+th Indian 'an0

3;A,a?in. Mercantile 'an0

3> P+njab %ational 'an0

3R+pee 'an0

3BSara*wat 'an0

3=Ta,ilnad Mercantile 'an0

7F Thane anata Saha0ari 'an0

71'a**ein Catholic 'an0

A-ter nationali?ation o- 1: co,,ercial ban0* in 1=>=/ no new pri2ate ban0* were

licen*ed by R'I in the co+ntry/ tho+.h there wa* no le.al ban0 on entry o- pri2ate *ector

ban0* The %ar*i,ha co,,ittee report o- 1==1/ ha* en2i*a.ed a lar.er role -or pri2ate

*ector ban0* In reco.nition o- need to introd+ce .reater co,petition with a 2iew to

achie2in. hi.her prod+cti2ity and e--iciency o- ban0in. *y*te, R'I i**+ed -ew

.+ideline* in an 1==7 -or entry o- pri2ate *ector ban0* It pre*cribed o- ,ini,+, paid +p

capital o- R*1FF crore* -or new ban0 and *hare* to be li*ted at *toc0 e6chan.e* new ban0

a-ter bein. .ranted licen*e +nder 'an0in. Re.+lation Act/ *hall be re.i*tered a* P+blic

ltd Co,pany +nder co,panie* Act 1=;> S+b*eG+ently nine new co,,ercial ban0* ha2e

been .ranted licen*e to *tart ban0in. operation* The new pri2ate *ector ban0* ha2e been

2ery a..re**i2e in b+*ine** e6pan*ion and are al*o reportin. hi.her pro-it le2el* ta0in.

ad2anta.e o- technical and *0illed ,anpower In certain area*/ the*e ban0* ha2e been o+t

cro**ed the other .ro+p o- ban0* incl+din. -orei.n ban0*

GUIDELINES FOR PRIVATE SECTOR BANKS

The R'I i**+ed .+ideline* re.ardin. the -or,ation and -+nctionin. o- pri2ate *ector

ban0* in an+ary 1==7 The*e .+ideline* are a* -ollow*

The ban0* *hall be .o2erned by the pro2i*ion* o- The Re*er2e 'an0 o- India Act/

1=7: The 'an0in. Re.+lation* Act/ 1=:= other rele2ant *tat+arie*

17



Pri2ate *ector ban0* are reG+ired to be re.i*tered a* p+blic li,ited co,panie* in

India

The a+thority to .rant a licen*e lie* with the R'I

The *hare* o- ban0* are reG+ired to be li*ted on *toc0 e6chan.e*

Pre-erence will be .i2en to tho*e ban0* who*e headG+arter* are propo*ed to be

located in a center that doe* not ha2e headG+arter* o- any other ban0

Ma6i,+, 2otin. ri.ht* o- an indi2id+al *hareholder wo+ld be li,ited to 1 o-

total 2otin. ri.ht*

The new ban0 wo+ld not be allowed to ha2e a* it* director any per*on who i*

already a director in a ban0in. co,pany

The ban0 will be *+bject to pr+dential nor,* in re*pect o- ban0in. operation*/acco+ntin. policie* and other policie*/ a* laid down by R'I The ban0 will be

reG+ired to adhere to the -ollowin. Mini,+, paid +p *hare capital o- R* 1 bln

Pro,oter*< contrib+tion a* deter,ined by the R'I Capital adeG+acy o- B o- the

ri*0 wei.hted a**et* Sin.le borrower and .ro+p borrower e6po*+re li,it* in -orce

Priority *ector lendin. E6port credit 8oan policy within o2erall policy .+ideline*

laid down by the R'I

The ban0* will be -ree to open branche* anywhere once they *ati*-y the capital

adeG+acy and pr+dential acco+ntin. nor,*

The ban0* wo+ld not be allowed to ha2e in2e*t,ent* in *+b*idiarie*/ ,+t+al -+nd*

and port-olio in2e*t,ent* in other co,panie* in e6ce** o- 3F o- the ban0*< own

paid +p capital and re*er2e*

The ban0* wo+ld be reG+ired to +*e ,odern in-ra*tr+ct+ral -acilitie* in o--ice

eG+ip,ent/ co,p+ter/ teleco,,+nication* etc

MA4OR PLAYERS IN PRIVATE SECTOR BANKS

ICICI Ba!'5 ICICI 'an0in. i* co,,ercial 'an0in. ar, o- ICICI .ro+p It recei2ed it*

ban0in. licen*e -ro, R'I on ,ay 1 ,ay 1==: and it* branch wa* *tarted in Madra* in

+ne 1==: ICICI 'an0 ha* a networ0 o- abo+t ;>F branche* and e6ten*ion co+nter* and

o2er 1/=FF ATM* ICICI 'an0 o--er* a wide ran.e o- ban0in. prod+ct* and -inancial

*er2ice* to corporate and retail c+*to,er* thro+.h wide 2ariety o- deli2ery channel* and

1:



thro+.h it* *peciali?ed *+b*idiarie* and a--iliate* in the area* o- in2e*t,ent ban0in./li-e

and nonli-e in*+rance/ 2ent+re capital and a**et ,ana.e,ent ICICI 'an0 *et +p it*

international ban0in. .ro+p in -i*cal 3FF3 to cater to cro** border need* o- client* and

le2era.e on it* do,e*tic ban0in. *tren.th* to o--er prod+ct internationally ICICI 'an0$*

eG+ity *hare* are li*ted in India on the Stoc0 E6chan.e/ M+,bai and the %ational Stoc0

E6chan.e o- India 8i,ited and it* A,erican !epo*itary Receipt* are li*ted on %ew "or0

Stoc0 E6chan.e It i* the -ir*t ban0 to *tart Internet ban0in. *er2ice in India In 1===/

ICICI beco,e the -ir*t Indian Co,pany and the -ir*t ban0 or -inancial in*tit+tion -ro,

nonapan A*ia to be li*ted on %"SE

IDBI Ba!'5 . I!'I 8td/ the tenth lar.e*t de2elop,ent ban0 in the world ha* pro,oted

world cla** in*tit+tion* in India I!'I pro,oted I!'I ban0 to ,ar0 the -or,al -oray o-

the I!'I .ro+p into co,,ercial 'an0in. I!'I be.+n with an eG+ity capital ba*e o-

R*1FFF ,illion/ co,,enced it* -ir*t branch at Indore in %o2e,ber 1==; The birth o-

I!'I too0 place a-ter R'I i**+ed .+ideline* -or entry o- new pri2ate *ector ban0* in

an+ary =7 I!'I ban0 deployed #inacle/ the ea.e ban0in. *ol+tion -ro, In-o*y* tio

con*olidate it* po*ition/ ,eet challen.e* and G+ic0ly *ei?e new b+*ine** opport+nitie*

I!'I ban0 beco,e the -ir*t to o--er ,obile re-ill9rechar.e +*in. *,*/ la+nch o- “ATM

ne6t)/ which pro2ide online in-or,ation abo+t %ew*/ cric0et *core*/ e,er.ency n+,ber*/

ban0$* prod+ct* on ATM*

UTI Ba!'5 .TI 'an0 wa* the -ir*t o- the new pri2ate ban0* to ha2e br.+n operation* in

1==:/ a-ter the .o2ern,ent o- India allowed new pri2ate ban0* to be e*tabli*hed The

'an0 wa* pro,oted jointly by the Ad,ini*trator o- the *peci-ied +nderta0in. o- the

nited Tr+*t o- India4TII5/ 8i-e In*+rance Corporation o- India48IC5 and @eneral

In*+rance Corporation 8td and it* a**ociate* 2i?%ational In*+rance Co,pany 8td/The

%ew India A**+rance Corporation/ The Oriental In*+rance Corporation and nited

In*+rance Co,pany 8td The ban0 today i* capitali?ed to the e6tent o- R*3B13 crore*with p+blic holdin. at ;>1B The ban0$* re.i*tered o--ice i* at Ah,edabad and it*

central o--ice i* at M+,bai The ban0 ha* wide networ0 o- ,ore than 7;F branch o--ice*

and E6ten*ion Co+nter* The 'an0 ha* networ0 o- o2er 1>; ATM* pro2idin. 3:hr* a

day ban0in. con2enience to it* c+*to,er* The ban0 wa* *et+p with capital o- R*11;

crore/ with TI contrib+tin. R*1FF crore/ 8ICR*; crore and it* -o+r *+b*idiarie*

1;



contrib+tin. R* 1; crore each

HDFC Ba!'5 . H!#C 'an0 i* headG+artered in M+,bai The 'an0 at pre*ent ha* an

en2iable networ0 o- o2er :=; branche* *pread o2er 31B citie* acro** India All branche*

are lin0ed on an online realti,e ba*i* C+*to,er* in o2er 13F location* are al*o *er2icedthro+.h Telephone 'an0in. The 'an0$* e6pan*ion plan* ta0e into acco+nt the need to

ha2e a pre*ence in all ,ajor ind+*trial and co,,ercial centre* where it* corporate

c+*to,er* are located a* well a* the need to b+ild a *tron. retail c+*to,er ba*e -or both

depo*it* and loan prod+ct* 'ein. a clearin.9*ettle,ent ban0 to 2ario+* leadin. *toc0

e6chan.e*/ the 'an0 ha* branche* in the centre* where the %SE9'SE ha2e a *tron. and

acti2e ,e,ber ba*e The a+thori?ed capital o- H!#C 'an0 i* R*:;F crore 4R*:;

billion5 The paid+p capital i* R*7F== crore 4R*7F= billion5 The H!#C @ro+p hold*

333 o- the ban0$* eG+ity and abo+t 1=; o- the eG+ity i* held by the A!S !epo*itory

The 'an0 ha* ,ade *+b*tantial e--ort* and in2e*t,ent* in acG+irin. the be*t technolo.y

a2ailable internationally/ to b+ild the in-ra*tr+ct+re -or a world cla** ban0

.6 P$7&% Se%t"r Ba!'*

aState 'an0 o- India and it* a**ociate ban0* called the State 'an0 @ro+p

b3F nationali?ed ban0*

cRe.ional r+ral ban0* ,ainly *pon*ored by p+blic *ector ban0*

P$7&% Se%t"r Ba!'* 8Nat&"!a&9e# 7a!'*:5

1 State 'an0 o- India 4S'I5

3 State 'an0 o- 'i0aner D aip+r

7 State 'an0 o- Hyderabad

: State 'an0 o- Indore

; State 'an0 o- My*ore

> State 'an0 o- Patiala

State 'an0 o- Sa+ra*htra

B State 'an0 o- Tra2ancore

= 'an0 o- India

1>



1F Canara 'an0

11 Central 'an0

o- India

13 Corporation ban0 17 Indian 'an0

1: Indian o2er*ea* ban0

1; Syndicate 'an0

1> CO 'an0

1 Allahabad 'an0

1B Andhra 'an0

1= 'an0 o- 'aroda

3F 'an0 o- Mahara*htra

31 !ena 'an0

33 Oriental 'an0 o- Co,,erce

37 P+njab D Sind 'an0

3: nion 'an0

o- India

3; nited 'an0 o- India

3> Vijaya 'an0

3 I!'I 'an0

1



Chapter -5 C"+pa!) Pr",&e

-. O0er0&e; ", SBI

EVOLUTION OF SBI

The ori.in o- the State 'an0 o- India .oe* bac0 to the -ir*t decade o- the nineteenth

cent+ry with the e*tabli*h,ent o- the 'an0 o- Calc+tta in Calc+tta on 3 +ne 1BF> Three

year* later the ban0 recei2ed it* charter and wa* rede*i.ned a* the 'an0 o- 'en.al 43

an+ary 1BF=5 A +niG+e in*tit+tion/ it wa* the -ir*t joint*toc0 ban0 o- 'riti*h India

*pon*ored by the @o2ern,ent o- 'en.al The 'an0 o- 'o,bay 41; April 1B:F5 and the

'an0 o- Madra* 41 +ly 1B:75 -ollowed the 'an0 o- 'en.al The*e three ban0* re,ained

at the ape6 o- ,odern ban0in. in India till their a,al.a,ation a* the I,perial 'an0 o-

India on 3 an+ary 1=31

Pri,arily An.loIndian creation*/ the three pre*idency ban0* ca,e into e6i*tence either

a* a re*+lt o- the co,p+l*ion* o- i,perial -inance or by the -elt need* o- local E+ropean

co,,erce and were not i,po*ed -ro, o+t*ide in an arbitrary ,anner to ,oderni*e

India<* econo,y Their e2ol+tion wa*/ howe2er/ *haped by idea* c+lled -ro, *i,ilar

de2elop,ent* in E+rope and En.land/ and wa* in-l+enced by chan.e* occ+rrin. in the

*tr+ct+re o- both the local tradin. en2iron,ent and tho*e in the relation* o- the Indian

econo,y to the econo,y o- E+rope and the .lobal econo,ic -ra,ewor0

E*ta7&*h+e!t

The e*tabli*h,ent o- the 'an0 o- 'en.al ,ar0ed the ad2ent o- li,ited liability/ joint

*toc0 ban0in. in India So wa* the a**ociated inno2ation in ban0in./ 2i? the deci*ion to

allow the 'an0 o- 'en.al to i**+e note*/ which wo+ld be accepted -or pay,ent o- p+blic

re2en+e* within a re*tricted .eo.raphical area Thi* ri.ht o- note i**+e wa* 2ery 2al+able

not only -or the 'an0 o- 'en.al b+t al*o it* two *iblin.*/ the 'an0* o- 'o,bay and

Madra* It ,eant an accretion to the capital o- the ban0*/ a capital on which the

proprietor* did not ha2e to pay any intere*t The concept o- depo*it ban0in. wa* al*o an

inno2ation beca+*e the practice o- acceptin. ,oney -or *a-e0eepin. 4and in *o,e ca*e*/

1B



e2en in2e*t,ent on behal- o- the client*5 by the indi.eno+* ban0er* had not *pread a* a

.eneral habit in ,o*t part* o- India '+t/ -or a lon. ti,e/ and e*pecially +pto the ti,e that

the three pre*idency ban0* had a ri.ht o- note i**+e/ ban0 note* and .o2ern,ent balance*

,ade +p the b+l0 o- the in2e*tible re*o+rce* o- the ban0*

The three ban0* were .o2erned by royal charter*/ which were re2i*ed -ro, ti,e to ti,e

Each charter pro2ided -or a *hare capital/ -o+r-i-th o- which were pri2ately *+b*cribed

and the re*t owned by the pro2incial .o2ern,ent The ,e,ber* o- the board o- director*/

which ,ana.ed the a--air* o- each ban0/ were ,o*tly proprietary director* repre*entin.

the lar.e E+ropean ,ana.in. a.ency ho+*e* in India The re*t were .o2ern,ent

no,inee*/ in2ariably ci2il *er2ant*/ one o- who, wa* elected a* the pre*ident o- the

board

B$*&!e**

The b+*ine** o- the ban0* wa* initially con-ined to di*co+ntin. o- bill* o- e6chan.e or

other ne.otiable pri2ate *ec+ritie*/ 0eepin. ca*h acco+nt* and recei2in. depo*it* and

i**+in. and circ+latin. ca*h note* 8oan* were re*tricted to R*one la0h and the period o-

acco,,odation con-ined to three ,onth* only The *ec+rity -or *+ch loan* wa* p+blic

*ec+ritie*/ co,,only called Co,pany<* Paper/ b+llion/ trea*+re/ plate/ jewel*/ or .ood*<not o- a peri*hable nat+re< and no intere*t co+ld be char.ed beyond a rate o- twel2e per

cent 8oan* a.ain*t .ood* li0e opi+,/ indi.o/ *alt woollen*/ cotton/ cotton piece .ood*/

,+le twi*t and *il0 .ood* were al*o .ranted b+t *+ch -inance by way o- ca*h credit*

.ained ,o,ent+, only -ro, the third decade o- the nineteenth cent+ry All co,,oditie*/

incl+din. tea/ *+.ar and j+te/ which be.an to be -inanced later/ were either pled.ed or

hypothecated to the ban0 !e,and pro,i**ory note* were *i.ned by the borrower in

-a2o+r o- the .+arantor/ which wa* in t+rn endor*ed to the ban0 8endin. a.ain*t *hare*

o- the ban0* or on the ,ort.a.e o- ho+*e*/ land or other real property wa*/ howe2er/

-orbidden

Indian* were the principal borrower* a.ain*t depo*it o- Co,pany<* paper/ while the

b+*ine** o- di*co+nt* on pri2ate a* well a* *alary bill* wa* al,o*t the e6cl+*i2e

,onopoly o- indi2id+al* E+ropean* and their partner*hip -ir,* '+t the ,ain -+nction o-

1=



the three ban0*/ a* -ar a* the .o2ern,ent wa* concerned/ wa* to help the latter rai*e loan*

-ro, ti,e to ti,e and al*o pro2ide a de.ree o- *tability to the price* o- .o2ern,ent

*ec+ritie*

Ma<"r %ha!(e &! the %"!#&t&"!*

A ,ajor chan.e in the condition* o- operation o- the 'an0* o- 'en.al/ 'o,bay and

Madra* occ+rred a-ter 1B>F &ith the pa**in. o- the Paper C+rrency Act o- 1B>1/ the

ri.ht o- note i**+e o- the pre*idency ban0* wa* aboli*hed and the @o2ern,ent o- India

a**+,ed -ro, 1 March 1B>3 the *ole power o- i**+in. paper c+rrency within 'riti*h

India The ta*0 o- ,ana.e,ent and circ+lation o- the new c+rrency note* wa* con-erred

on the pre*idency ban0* and the @o2ern,ent +ndertoo0 to tran*-er the Trea*+ry balance*

to the ban0* at place* where the ban0* wo+ld open branche* %one o- the three ban0* had

till then any branche* 4e6cept the *ole atte,pt and that too a *hortli2ed one by the 'an0

o- 'en.al at Mir?apore in 1B7=5 altho+.h the charter* had .i2en the, *+ch a+thority '+t

a* *oon a* the three pre*idency band* were a**+red o- the -ree +*e o- .o2ern,ent

Trea*+ry balance* at place* where they wo+ld open branche*/ they e,bar0ed on branch

e6pan*ion at a rapid pace 'y 1B>/ the branche*/ a.encie* and *+b a.encie* o- the three

pre*idency ban0* co2ered ,o*t o- the ,ajor part* and ,any o- the inland trade centre* in

India &hile the 'an0 o- 'en.al had ei.hteen branche* incl+din. it* head o--ice/ *ea*onal branche* and *+b a.encie*/ the 'an0* o- 'o,bay and Madra* had -i-teen each

The e&(ht 7a!'&!( *$7*&#&ar&e* are5

1State 'an0 o- 'i0aner and aip+r 4S''5

3State 'an0 o- Hyderabad 4S'H5

7State 'an0 o- India 4S'I5

:State 'an0 o- Indore 4S'IR5

;State 'an0 o- My*ore 4S'M5

>State 'an0 o- Patiala 4S'P5

State 'an0 o- Sa+ra*htra 4S'S5

BState 'an0 o- Tra2ancore 4S'T5

3F



HISTORY

Pre*&#e!%) Ba!'* A%t

The pre*idency 'an0* Act/ which ca,e into operation on 1 May 1B>/ bro+.ht the three

pre*idency ban0* +nder a co,,on *tat+te with *i,ilar re*triction* on b+*ine** The

proprietary connection o- the @o2ern,ent wa*/ howe2er/ ter,inated/ tho+.h the ban0*

contin+ed to hold char.e o- the p+blic debt o--ice* in the three pre*idency town*/ and the

c+*tody o- a part o- the .o2ern,ent balance* The Act al*o *tip+lated the creation o-

Re*er2e Trea*+rie* at Calc+tta/ 'o,bay and Madra* into which *+,* abo2e the *peci-ied

,ini,+, balance* pro,i*ed to the pre*idency ban0* at only their head o--ice* were to be

lod.ed The @o2ern,ent co+ld lend to the pre*idency ban0* -ro, *+ch Re*er2e

Trea*+rie* b+t the latter co+ld loo0 +pon the, ,ore a* a -a2o+r than a* a ri.ht

Ba!' ", Ma#ra*

The deci*ion o- the @o2ern,ent to 0eep the *+rpl+* balance* in Re*er2e Trea*+rie*

o+t*ide the nor,al control o- the pre*idency ban0* and the connected deci*ion not to

.+arantee ,ini,+, .o2ern,ent balance* at new place* where branche* were to be

opened e--ecti2ely chec0ed the .rowth o- new branche* a-ter 1B> The pace o-

e6pan*ion witne**ed in the pre2io+* decade -ell *harply altho+.h/ in the ca*e o- the 'an0

o- Madra*/ it contin+ed on a ,ode*t *cale a* the pro-it* o- that ban0 were ,ainly deri2ed-ro, trade di*per*ed a,on. a n+,ber o- port town* and inland centre* o- the pre*idency

India witne**ed rapid co,,erciali*ation in the la*t G+arter o- the nineteenth cent+ry a* it*

railway networ0 e6panded to co2er all the ,ajor re.ion* o- the co+ntry %ew irri.ation

networ0*

in Madra*/ P+njab and Sind accelerated the proce** o- con2er*ion o- *+b*i*tence crop*

into ca*h crop*/ a portion o- which -o+nd it* way into the -orei.n ,ar0et* Tea and co--ee

plantation* tran*-or,ed lar.e area* o- the ea*tern Terai*/ the hill* o- A**a, and the

%il.iri* into re.ion* o- e*tate a.ric+lt+re par e6cellence All the*e re*+lted in the

e6pan*ion o- India<* international trade ,ore than *i6-old The three pre*idency ban0*

were both bene-iciarie* and pro,oter* o- thi* co,,erciali*ation proce** a* they beca,e

in2ol2ed in the -inancin. o- practically e2ery tradin./ ,an+-act+rin. and ,inin. acti2ity

in the *+bcontinent &hile the 'an0* o- 'en.al and 'o,bay were en.a.ed in the

31



-inancin. o- lar.e ,odern ,an+-act+rin. ind+*trie*/ the 'an0 o- Madra* went into the

-inancin. o- lar.e ,odern ,an+-act+rin. ind+*trie*/ the 'an0 o- Madra* went into the

-inancin. o- *,all*cale ind+*trie* in a way which had no parallel el*ewhere '+t the

three ban0* were ri.oro+*ly e6cl+ded -ro, any b+*ine** in2ol2in. -orei.n e6chan.e %ot

only wa* *+ch b+*ine** con*idered ri*0y -or the*e ban0*/ which held .o2ern,ent

depo*it*/ it wa* al*o -eared that the*e ban0* enjoyin. .o2ern,ent patrona.e wo+ld o--er

+n-air co,petition to the e6chan.e ban0* which had by then arri2ed in India Thi*

e6cl+*ion contin+ed till the creation o- the Re*er2e 'an0 o- India in 1=7;

AWARDS

Chair,an Mr O P 'hatt/ ha* been declared the C%%I'% Indian o- the "ear 3FF in the

'+*ine** cate.ory ahead o- Vijay Mallya and the A,bani*

A-ter ,+ch deliberation/ the j+ry 2oted -or the ,a2eric0 ban0er Shri O P 'hatt/ at the

hel, o- the State 'an0 o- India *ince 3FF>/ a* the C%%I'%<* b+*ine**,an o- the "ear

He ha* been credited with doin. the i,po**ible

Shri 'hatt too0 o2er at a ti,e when India<* lar.e*t ban0 wa* -aced with to+.h

co,petition -ro, -a*t .rowin. pri2ate player* The ,a,,oth challen.e wa* to arre*t

S'I<* -allin. ,ar0et *hare/ rai*e -+nd* -or e6pan*ion and loo0 -or new a2en+e* o- .rowth

In another darin. ,o2e/ Shri 'hatt ha* *tarted the ,er.er o- all *e2en a**ociate ban0*with the parent ban0 Once the ,er.er i* co,pleted/ the co,bined entity will ha2e a

balance *heet o- o2er B la0h crore r+pee*/ and a co+ntrywide networ0 o- 1:/FFF branche*

eno+.h to ta0e on .lobal ban0* loo0in. to penetrate the Indian ,ar0et a-ter 3FF=

'hatt i* the only S'I chair,an *ince liberali*ation who ha* been .i2en a -i2e year ter,

He i* *ettin. hi,*el- *o,e to+.h tar.et* One o- the tar.et* i* to +p S'I<* ,ar0et *hare by

one per cent e2ery year nder hi, the ban0 i* al*o loo0in. at new b+*ine** *trea,* li0e

.eneral in*+rance/ pen*ion -+nd* D ,obile ban0in.

It<* a 2i*ion to ,a0e S'I a tr+ly .lobal ban0 and the ,an behind that drea, i* C%%

I'%<* Indian o- the "ear in the '+*ine** cate.ory -or 3FF

33



BEST BANK OF THE YEAR -==>

State 'an0 o- India wa* adj+d.ed the 'e*t 'an0 o- the "ear 3FFB by 8ondon ba*ed JThe

'an0er$ ,a.a?ine o- #inancial Ti,e* @ro+p

Thi* award i* decided on the ba*i* o- inten*i2e re*earch and analy*i* o- -inancial* and

per-or,ance o- pro,inent 'an0*/ and clearly S'I e,er.ed a* the winner D 'e*t 'an0 in

the co+ntry

Thi* year$* Ann+al 'an0 o- the year 3FFB award* pre*entation wa* held at the 'allroo,

o- The !orche*ter Hotel/ 8ondon on 3> o- %o2e,ber 3FFB in an i,pre**i2e cere,onyth

attended by CEO* D Head* o- co,,ercial 'an0* -ro, o2er 11> co+ntrie*

-.- PRODUCTS AND SERVICES PROVIDED BY SBI

• Sa2in.* Acco+nt*

• C+rrent Acco+nt*

• #i6ed !epo*it*

L"a!*

Per*onal 8oan*

Ho,e 8oan*

Two &heeler 8oan*

%ew Car 8oan*

*ed Car 8oan*

O2erdra-t A.ain*t Car

E6pre** 8oan*

@old 8oan

Ed+cational 8oan

8oan A.ain*t Sec+ritie*

8oan A.ain*t Property

8oan* A.ain*t Rental Recei2able*

Car#*

37



Credit Card*

!ebit Card*

A%%e** Y"$r Ba!'

%et'an0in. ATM

-.3 SWOT a!a)*&*5

Stre!(th*5

.BRAND NAME S'I 'an0 ha* earned a rep+tation in the ,ar0et o2er the

period o- ti,e4'ein. the olde*t ban0 in India tracin. hi*tory bac0 to 1BF>5

-.Mar'et Lea#er S'I i* ran0ed at 7BF in 3FFB #ort+ne @lobal ;FF li*t/ and

ran0ed 31= in 3FFB #orbe* @lobal 3FFF &ith an a**et ba*e o- K13> billion and it*

reach/ it i* a re.ional ban0in. behe,oth

3.W&#e D&*tr&7$t&"! Net;"r' E6cellent penetration in the co+ntry with ,ore

than 1FFFF core branche* and ,ore than ;1FF branche* o- a**ociate ban0*

4*+b*idiarie*5

6. D&0er*&,&e# P"rt,"&" S'I 'an0 ha* all the prod+ct* +nder it* belt/ which help

it to e6tend the relation*hip with e6i*tin. c+*to,er S'I 'an0 ha* +,brella o-

prod+ct* to o--er their c+*to,er*/ i- once c+*to,er ha* relation*hip with the ban0

So,e Prod+ct*/ which S'I 'an0 i* o--erin. are Retail 'an0in. '+*ine** 'an0in.

Merchant E*tabli*h,ent Ser2ice* 4E!C Machine5 Per*onal loan* D Car loan*

In*+rance Ho+*in. 8oan*

@o2ern,ent Owned @o2ern,ent own* >F *ta0e in S'I Thi* .i2e* S'I an

ed.e o2er pri2ate ban0* in ter,* o- c+*to,er *ec+rity

?. L"; Tra!*&t&"! C"*t*S'I o--er* 2ery low tran*ition co*t* which attract* *,all

c+*to,er*

Wea'!e**e*5

1The e6i*tin. hierarchical ,ana.e,ent *tr+ct+re o- the ban0/ altho+.h *tren.th

in *o,e re*pect*/ i* a barrier to chan.e

3:



3Tho+.h S'I card* are the 3nd lar.e*t player in the credit card ind+*try/ it ha*

the hi.he*t non per-or,in. a**et* 4%PA*5 in the ind+*try/ which *tand o+t to be at

1>3B 4!ec 3FF5

7 M"#er!&*at&"! S'I la.* with re*pect to pri2ate player* in ter,* o-

,oderni*ation o- it* proce**e*/ in-ra*tr+ct+re/ centrali*ation/ etc

Opp"rt$!&t&e*5

. Mer(er ", a**"%&ate 7a!'* ;&th SBI5 Mer.er o- all the a**ociate ban0* 4li0e

S'H/ S'M/ etc5 into S'I will create a ,e.a ban0 which *trea,line* operation*

and +nloc0* 2al+e

3 Plannin. to add 3FFF branche* and 7FFF ATM* in 3FFB3FF= Thi* will -+rther

increa*e it* reach

7 Increa*in. trade and b+*ine** relation* and a lar.e n+,ber o- e6patriate

pop+lation* o--er* a .reat opport+nity to e6pand on -orei.n *oil

Threat*5

. A#0e!t ", MNC 7a!'* 8ar.e n+,ber* o- M%C ban0* are ,+*hroo,in. in

the Indian ,ar0et d+e to the -riendly policie* adopted by the .o2ern,ent Thi*

can increa*e the le2el o- co,petition and pro2e a potential threat -or the ,ar0et

*hare o- S'I ban03 Con*+,er e6pectation* ha2e increa*ed ,any -old* in la*t -ew year* and the

ban0 ha* not been re*pon*i2e eno+.h to ,eet the, on ti,e

7 Pri2ate ban0* ha2e *tarted 2ent+rin. into the r+ral and *e,i+rban *ector/ which

+*ed to be the ba*tion o- the State 'an0 and other PS ban0*

: E+p")ee Str&'e There wa* an e,ployee *tri0e in the year 3FF> which

di*r+pted S'I$* acti2itie* Thi* can be repeated in the -+t+re

-.6 O0er0&e; ", HDFC BANK

H!#C 'an0 be.an operation* in 1==; with a *i,ple ,i**ion to be a L&orldcla** Indian

'an0L They reali?ed that only a *in.le,inded -oc+* on prod+ct G+ality and *er2ice

e6cellence wo+ld help the, to .et there

3;



H!#C 'an0/ one a,on.*t the -ir*t* o- the new .eneration/ tech*a22y co,,ercial ban0*

o- India/ wa* *et +p in a+.+*t 1==; a-ter the Re*er2e 'an0 o- India allowed *ettin. +p o-

'an0* in the pri2ate *ector The 'an0 wa* pro,oted by the Ho+*in. !e2elop,ent

#inance Corporation 8i,ited/ a pre,ier ho+*in. -inance co,pany 4*et +p in 1=5 o-

India %et Pro-it -or the year ended March 71/ 3FF> wa* +p 7FB to R* BFB crore*

Bra!%h !et;"r'

C+rrently 43FF5/ H!#C 'an0 ha* ;B7 branche* located in 3>7 citie* o- India/ and all

branche* o- the ban0 are lin0ed on an online realti,e ba*i* The ban0 o--er* ,any

inno2ati2e prod+ct* D *er2ice* to indi2id+al*/ corporate*/ tr+*t*/ .o2ernn,ent*/

partner*hip*/ -inancial in*tit+tion*/ ,+t+al -+nd*/ in*+rance co,panie* The ban0 al*o ha*

o2er 1:1 ATM* In the ne6t -ew ,onth the n+,ber o- branche* and ATM* *ho+ld .o +p

*+b*tantially

Re%"(!&t&"!

O2er a decade o- it* operation*/ H!#C 'an0 ha* been reco.ni?ed/ rated and awarded by

a n+,ber o- or.ani?ation*/ which incl+de* 'e*t !o,e*tic 'an0 in India in The A**et

Triple A Co+ntry Award* 3FF;/ 3FF: and 3FF7 “Co,pany o- the "ear) Award in TheEcono,ic Ti,e* Award* -or Corporate E6cellence 3FF:F;

A*ia,oney<* Award* -or 'e*t !o,e*tic Co,,ercial 'an0 a* well a* 'e*t Ca*h

Mana.e,ent 'an0 India in 3FF; The A*ian 'an0er E6cellence in Retail 'an0in. Ri*0

Mana.e,ent Award in India -or 3FF: #inance A*ia “'e*t 'an0 India) in 3FF;/ L'e*t

!o,e*tic Co,,ercial 'an0 India) in 1===/ 3FFF and 3FF1 re*pecti2ely and “'e*t

8ocal 'an0 India) in 3FF3 and 3FF7

'+*ine** Today “'e*t 'an0 in India) in 3FF7 and 3FF: “'e*t O2erall

8ocal9!o,e*tic 'an0 India) in the Corporate Ca*h Mana.e,ent Poll cond+cted by

A*ia,oney ,a.a?ine Selected by '+*ine** &orld a* Lone o- India<* Mo*t Re*pected

Co,panie*L a* part o- The '+*ine** &orld Mo*t Re*pected Co,pany Award* 3FF: In

3FF:/ #orbe* @lobal na,ed H!#C 'an0 in it* li*tin. o- 'e*t +nder a 'illion/ 1FF 'e*t

S,aller Si?e Enterpri*e* in A*ia9Paci-ic and E+rope In 3FF:/ H!#C 'an0 won the

3>



award -or “Operational E6cellence in Retail #inancial Ser2ice*) India a* part o- the

A*ian 'an0er Award* 3FF7 In 3FF7/ #orbe* @lobal na,ed H!#C 'an0 in it* ran0in. o-

“'e*t nder a 'illion/ 3FF 'e*t S,all Co,panie* -or 3FF7) The #inancial E6pre**

na,ed H!#C 'an0 the “'e*t %ew Pri2ate Sector 'an0 3FF7) in the #EErn*t D "o+n.

'e*t 'an0* S+r2ey 3FF7

O+tloo0 Money na,ed H!#C 'an0 the “'e*t 'an0 in the Pri2ate Sector) -or the year

3FF7 %ASSCOM and econo,icti,e*co, ha2e na,ed H!#C 'an0 the J'e*t IT *er in

'an0in.$ at the IT *er* Award* 3FF7

E+ro,oney ,a.a?ine .a2e H!#C 'an0 the award -or L'e*t 'an0 India) in 1===/

“'e*t !o,e*tic 'an0) in India in 3FFF/ and “'e*t 'an0 in India) in 3FF1 and 3FF3

A*ia,oney ,a.a?ine ha* na,ed +* “'e*t Co,,ercial 'an0 in India 3FF3) #or it* +*e o-

in-or,ation technolo.y/ H!#C 'an0 ha* been reco.ni?ed a* a “Co,p+terworld Honor*

8a+reate) and awarded the 31*t Cent+ry Achie2e,ent Award in 3FF3 -or #inance/

In*+rance D Real E*tate cate.ory by Co,p+terworld/ Inc/ SA It* technolo.y initiati2e

ha* been incl+ded a* a ca*e *t+dy in their online .lobal archi2e* '+*ine** India na,ed

H!#C 'an0 “India$* 'e*t 'an0) in 3FFF In 3FFF/ #orbe* @lobal na,ed H!#C 'an0 in

it* li*t o- “The 7FF 'e*t S,all Co,panie*) in the world and a* one o- the “3F -or 3FF1)

be*t *,all co,panie* in the world

Pr",&eThe Ho+*in. !e2elop,ent #inance Corporation 8i,ited 4H!#C5 wa* a,on.*t

the -ir*t to recei2e an <in principle< appro2al -ro, the Re*er2e 'an0 o- India 4R'I5 to *et

+p a ban0 in the pri2ate *ector/ a* part o- the R'I<* liberali*ation o- the Indian 'an0in.

Ind+*try in 1==: The ban0 wa* incorporated in A+.+*t 1==: in the na,e o- <H!#C 'an0

8i,ited</ with it* re.i*tered o--ice in M+,bai/ India H!#C 'an0 co,,enced operation*

a* a Sched+led Co,,ercial 'an0 in an+ary 1==;

B$*&!e** ,"%$*

H!#C 'an0<* ,i**ion i* to be a &orldCla** Indian 'an0 The objecti2e i* to

b+ild *o+nd c+*to,er -ranchi*e* acro** di*tinct b+*ine**e* *o a* to be the pre-erred

pro2ider o- ban0in. *er2ice* -or tar.et retail and whole*ale c+*to,er *e.,ent*/ and to

achie2e healthy .rowth in pro-itability/ con*i*tent with the ban0<* ri*0 appetite The ban0

i* co,,itted to ,aintain the hi.he*t le2el o- ethical *tandard*/ pro-e**ional inte.rity/

3



corporate .o2ernance and re.+latory co,pliance H!#C 'an0<* b+*ine** philo*ophy i*

ba*ed on -o+r core 2al+e* Operational E6cellence/ C+*to,er #oc+*/ Prod+ct 8eader*hip

and People

C"rp"rate Deta&*

The H"$*&!( De0e"p+e!t F&!a!%e C"rp"rat&"! L&+&te# 4 HDFC 5 wa* a,on.*t the

-ir*t to recei2e an <in principle< appro2al -ro, the Re*er2e 'an0 o- India 4R'I5 to *et +p a

ban0 in the pri2ate *ector/ a* part o- the R'I<* liberali?ation o- the Indian 'an0in.

Ind+*try in 1==: Incorporated in A+.+*t 1==: a* HDFC Ba!' L&+&te# / a* o- !ece,ber

71/ 3FF>/ the ban0 had a India networ0 o- >B: branche* in 71> citie* in India and o2er

1>>7 ATM<*

A%t&0&t&e*

H!#C 'an0 ,ainly pro2ide* three 0ind* o- ban0in. *er2ice*

• Per*onal 'an0in.

• %RI 'an0in.

• &hole*ale 'an0in.

The -ollowin. are the prod+ct* and *er2ice* pro2ided by the H!#C ban0

• H!#C 'an0 pro2ide* loan* li0e Per*onal 8oan* / Ho,e 8oan* / Ed+cational

8oan* / Two &heeler 8oan* / %ew car 8oan*/ *ed Car 8oan*/ O2erdra-t A.ain*t

Car/ E6pre** 8oan*/ etc

• H!#C 'an0 pro2ide* Credit/ !ebit and Prepaid Card* to help yo+ ,eet yo+r

-inancial objecti2e*

• H!#C 'an0 pro2ide* -acilitie* li0e M+t+al #+nd* / In*+rance / @eneral D Health

In*+rance/ 'ond* / #inancial Plannin./ (nowled.e Center/ EG+itie* D

!eri2ati2e*/ M+dra @old bar

I- yo+ need to deal in -orei.n c+rrency and 0eep tab* on e6chan.e rate* e2ery now and

then/ tran*-er -+nd* to India/ ,a0e pay,ent* etc/ H!#C 'an0 ha* a ran.e o- prod+ct*

and *er2ice* that yo+ can choo*e -ro, to tran*act *,oothly/ e--iciently and in a ti,ely

,anner

&ith H!#C 'an0 <* pay,ent *er2ice*/ yo+ can bid .oodbye to G+e+e* and paper wor0

H!#C <* ran.e o- pay,ent option* ,a0e it ea*y to pay -or a 2ariety o- +tilitie* and

*er2ice*

3B



H!#C 'an0 ha* de*i.ned two pro.ra,* to ,a0e ban0in. ea*ier -or the c+*to,er* and

they are

• H!#C 'an0 Pre-erred Pro.ra,,e

• H!#C 'an0 Cla**ic Pro.ra,,e

H!#C 'an0 o--er* Pri2ate 'an0in. *er2ice* to hi.h net worth indi2id+al* and

in*tit+tion*

H!#C 'an0 o--er* yo+ G+ic0/ econo,ical and con2enient option* to re,it and tran*-er

-+nd* to India

Corporate 'an0in. re-lect* H!#C 'an0 <* *tren.th* in pro2idin. o+r corporate client* in

India/ a wide array o- co,,ercial/ tran*actional and electronic ban0in. prod+ct*

H!#C 'an0 act* a* an acti2e ,edi+, between the .o2ern,ent and the c+*to,er* by

,ean* o- 2ario+* *er2ice*

Per,"r+a!%e

Profit & Loss Account : Year ended March 31, 2007

#or the year ended March 71/ 3FF/ the 'an0 earned total inco,e o- R*B/:F;7 crore* a*

a.ain*t R*;/;==7 crore* in the corre*pondin. period o- the pre2io+* year %et re2en+e*

4net intere*t inco,e pl+* other inco,e5 -or the year ended March 71/ 3FF were

R*;/33;B crore*/ +p :3: o2er R*7/>>=B crore* -or the year ended March 71/ 3FF>

%et Pro-it -or year ended March 71/ 3FF wa* R*1/1:1; crore*/ +p 711/ o2er thecorre*pondin. year ended March 71/ 3FF>

Or(a!&9at&"!

Mr Aditya P+ri i* the Mana.in. !irector o- H!#C 'an0 .

C"!ta%t Deta&*

Re.i*tered addre** H!#C 'an0 Ho+*e /

Senapati 'apat Mar./ 8ower Parel/

M+,bai :FF F17/

India

3=



HDFC BANK AND CENTURION BANK OF PUN4AB MERGER

Mer.er o- Cent+rion 'an0 o- P+njab with H!#C 'an0 at *hare *wap ratio o- 13= The

Sche,e o- A,al.a,ation en2i*a.e* a *hare e6chan.e ratio o- one *hare o- H!#C 'an0

-or twenty nine *hare* o- Cent+rion 'an0 o- P+njab

The co,bined entity wo+ld ha2e a nationwide networ0 o- 1/1:B branche* 4the lar.e*t

a,on.*t pri2ate *ector 'an0*5 a *tron. depo*it ba*e o- aro+nd R* 1/3FF billion and net

ad2ance* o- aro+nd R* B;F billion The balance *heet *i?e o- the co,bined entity wo+ld

be o2er R* 1/;FF billion

The *hare e6chan.e ratio appro2ed by the re*pecti2e 'oard* wa* ba*ed on the

reco,,endation* ,ade by M9* !alal D Shah/ Chartered Acco+ntant*/ and Ern*t D

"o+n. Pri2ate 8td who acted a* independent joint 2al+er* to the tran*action

The dra-t Sche,e o- A,al.a,ation/ the d+e dili.ence report and any other ,atter* a*

reG+ired will be con*idered by the 'oard o- H!#C 'an0 in their ,eetin. *ched+led on

#ebr+ary 3B/ 3FFB The 'oard o- C'OP will ,eet on the *a,e day in order to con*ider

the dra-t Sche,e o- A,al.a,ation and any other ,atter* a* reG+ired

H!#C 'an0$* 'oard noted that in the e2ent o- the ,er.er o- Cent+rion 'an0 o- P+njab

with H!#C 'an0 bein. appro2ed at it* ,eetin. on #ebr+ary 3B/ 3FFB/ it wo+ld con*ider

,a0in. a pre-erential o--er to it* pro,oter Ho+*in. !e2elop,ent #inance Corporation

4H!#C5/ to enable H!#C to ,aintain it* percenta.e *hareholdin. in the ,er.ed entity

H!#C 'an0$* 'oard al*o noted that Mr Rana Talwar ha* been o--ered a *eat on the

'oard a* non e6ec+ti2e director and Mr Shailendra 'handari will be in2ited to join the

'oard a* E6ec+ti2e !irector

Co,,entin. on the propo*ed ,er.er/ Mr !eepa0 Pare0h/ Chair,an/ H!#C *aid/ “&ewere a,on.*t the -ir*t to .et a ban0in. licen*e/ the -ir*t to do a ,er.er in the pri2ate

*ector with Ti,e* 'an0 in 1===/ and now i- thi* deal happen*/ it wo+ld be the lar.e*t

,er.er in the pri2ate *ector ban0in. *pace in India H!#C 'an0 wa* loo0in. -or an

appropriate ,er.er opport+nity that wo+ld add *cale/ .eo.raphy and e6perienced *ta-- to

it* -ranchi*e Thi* opport+nity aro*e and we tho+.ht it i* an attracti2e ro+te to *+pple,ent

7F



H!#C 'an0$* or.anic .rowth &e belie2e that Cent+rion 'an0 o- P+njab wo+ld be the

ri.ht -it in ter,* o- c+lt+re/ *trate.ic intent and approach to b+*ine**

D&*tr&7$t&"! !et;"r'

H!#C 'an0 i* headG+artered in M+,bai The 'an0 at pre*ent ha* an en2iable

networ0 o- o2er >B: branche* *pread o2er 71> citie* acro** India All branche* are lin0ed

on an online realti,e ba*i* C+*to,er* in o2er 13F location* are al*o *er2iced thro+.h

Telephone 'an0in. The 'an0<* e6pan*ion plan* ta0e into acco+nt the need to ha2e a

pre*ence in all ,ajor ind+*trial and co,,ercial centre* where it* corporate c+*to,er* are

located a* well a* the need to b+ild a *tron. retail c+*to,er ba*e -or both depo*it* and

loan prod+ct* 'ein. a clearin.9*ettle,ent ban0 to 2ario+* leadin. *toc0 e6chan.e*/ the

'an0 ha* branche* in the centre* where the %SE9'SE ha2e a *tron. and acti2e ,e,ber

ba*e

The 'an0 al*o ha* a networ0 o- abo+t o2er 1/:F networ0ed ATM* acro** the*e citie*

Moreo2er/ H!#C 'an0<* ATM networ0 can be acce**ed by all do,e*tic and international

Vi*a9Ma*terCard/ Vi*a Electron9Mae*tro/ Pl+*9Cirr+* and A,erican E6pre**

Credit9Char.e cardholder*

H!#C 'an0 operate* in a hi.hly a+to,ated en2iron,ent in ter,* o- in-or,ation

technolo.y and co,,+nication *y*te,* All the ban0<* branche* ha2e onlineconnecti2ity/ which enable* the ban0 to o--er *peedy -+nd* tran*-er -acilitie* to it*

c+*to,er* M+ltibranch acce** i* al*o pro2ided to retail c+*to,er* thro+.h the branch

networ0 and A+to,ated Teller Machine* The 'an0 ha* ,ade *+b*tantial e--ort* and

in2e*t,ent* in acG+irin. the be*t technolo.y a2ailable internationally/ to b+ild the

in-ra*tr+ct+re -or a world cla** ban0 In ter,* o- *o-tware/ the Corporate 'an0in.

b+*ine** i* *+pported by #le6c+be/ while the Retail 'an0in. b+*ine** by #inware/ both

-ro, i-le6 Sol+tion* 8td The *y*te,* are open/ *caleable and webenabled

The 'an0 ha* prioriti?ed it* en.a.e,ent in technolo.y and the internet a* one o- it* 0ey

.oal* and ha* already ,ade *i.ni-icant pro.re** in webenablin. it* core b+*ine**e* In

each o- it* b+*ine**e*/ the 'an0 ha* *+cceeded in le2era.in. it* ,ar0et po*ition/ e6perti*e

and technolo.y to create a co,petiti2e ad2anta.e and b+ild ,ar0et *hare

AWARDS

71



-==>

C%%I'%

@I!#&a! ", the Year 8B$*&!e**:@

%a**co, IT *er Award 3FFB

@Be*t IT A#"pt&"! &! the Ba!'&!( Se%t"r@

'+*ine** India

@Be*t Ba!' -==>@

#orbe* A*ia

Fa7 ?= %"+pa!&e* &! A*&a Pa%&,&%

A*ian 'an0er E6cellence in Retail #inancial Ser2ice*

Be*t Reta& Ba!' -==>

A*ia,oney

Be*t "%a Ca*h Ma!a(e+e!t Ba!' A;ar# 0"te# 7) C"rp"rate*

Micro*o-t D Indian E6pre** @ro+p

Se%$r&t) Strate(&*t A;ar# -==>

&orld Trade Center Award o- hono+r

F"r "$t*ta!#&!( %"!tr&7$t&"! t" &!ter!at&"!a tra#e *er0&%e*

'+*ine** TodayMonitor @ro+p *+r2ey

O!e ", I!#&a@* M"*t I!!"0at&0e C"+pa!&e*

#inancial E6pre**Ern*t D "o+n. Award

Be*t Ba!' A;ar# &! the Pr&0ate Se%t"r %ate("r)

@lobal HR E6cellence Award* A*ia Paci-ic HRM

Con.re**

73



@E+p")er Bra!# ", the Year -== /-==>@ A;ar# / F&r*t R$!!er $p +a!) +"re

'+*ine** Today

@Be*t Ba!'@ A;ar#

-==

!+n D 'rad*treet A,erican E6pre** Corporate 'e*t 'an0 Award 3FF

@C"rp"rate Be*t Ba!'@ A;ar#

The 'o,bay Stoc0 E6chan.e and %a**co, #o+ndation<* '+*ine** -or Social

Re*pon*ibility Award* 3FF

@Be*t C"rp"rate S"%&a Re*p"!*&7&&t) Pra%t&%e@ A;ar#

O+tloo0 Money D %!TV Pro-it

Be*t Ba!' A;ar# &! the Pr&0ate *e%t"r %ate("r)

The A*ian 'an0er E6cellence in Retail #inancial Ser2ice* Award*

Be*t Reta& Ba!' &! I!#&a

A*ian 'an0er

O$r Ma!a(&!( D&re%t"r A#&t)a P$r& ;&!* the Lea#er*h&p A%h&e0e+e!t A;ar# ,"r

I!#&a

-.? PRODUCTS AND SERVICES PROVIDED BY HDFC BANK

Sa0&!(* A%%"$!t*

Re.+lar Sa2in.* Acco+nt

Sa2in.* Pl+* Acco+nt

77



Sa2in.*Ma6 Acco+nt

%o #rill* Acco+nt

Retail Tr+*t Acco+nt

Salary Acco+nt* Payroll

Cla**ic

Re.+lar

Pre,i+,

!e-ence Salary Acco+nt

(id<* Ad2anta.e Acco+nt

Pen*ion Sa2in. 'an0 Acco+nt

#a,ily Sa2in.* @ro+p

C$rre!t A%%"$!t*

Pl+* C+rrent Acco+nt

Trade C+rrent Acco+nt

Pre,i+, C+rrent Acco+nt

Re.+lar C+rrent Acco+nt

Rei,b+r*e,ent C+rrent Acco+nt

R#C !o,e*tic Acco+nt

F&2e# Dep"*&t*

Re.+lar #i6ed !epo*it

S+per Sa2er Acco+nt

Sweepin Acco+nt

L"a!*

Per*onal 8oan*

Ho,e 8oan*

Two &heeler 8oan*

%ew Car 8oan*

*ed Car 8oan*

7:



O2erdra-t A.ain*t Car

E6pre** 8oan*

@old 8oan

Ed+cational 8oan 8oan A.ain*t Sec+ritie*

Car#*

Cre#&t Car#*

Sil2er Credit Card

@old Credit Card

Platin+, Pl+* Credit Card

De7&t Car#*

Ea*yShop International !ebit Card

Ea*yShop @old !ebit Card

Ea*yShop International '+*ine** !ebit Card

A%%e** Y"$r Ba!'

%et'an0in.

Mobile'an0in.

ATM

Phone'an0in.

-. SWOT a!a)*&*

STRENGTH

Ri.ht *trate.y -or the ri.ht prod+ct*

- *+perior c+*to,er *er2ice 2* co,petitior*

3 .reat brand i,a.e

6 hi.h de.ree o- c+*to,er *ati*-action

7;



? .ood place to wor0

lower re*pon*e ti,e with e--icient D e--ecti2e *er2ice

dedicated wor0 -orce ,a0in. a lon. ter, career in the -ield

WEAKNESSES

1C+*to,er *er2ice *ta-- need trainin.

OPPORTUNITIES

15Pro-it* ,ar.in* will be .ood

35 Co+ld e6tent to o2er*ea* broadly

75 Co+ld *ee0 better c+*to,er deal*

THREATS

11 8e.i*lation co+ld i,pact

11 .reat ri*0 in2ol2ed

11 2ery hi.h co,petition pre2ailin. in the ind+*try

11 lac0 o- in-ra*tr+ct+re in r+ral area* co+ld con*train

in2e*t,ent

7>



Chapter 3

3..OB4ECTIVES OF THE STUDY

1To 0now pre-erence o- c+*to,er* re.ardin. p+blic *ector ban0* and pri2ate *ector

ban0*

3 to analy?e which -acility in-l+ence* the c+*to,er ,o*t while *electin. 'an0/

7 to co,pare the 2ario+* *er2ice* pro2ided by the*e ban0* and

:to ,a0e aware abo+t the 2ario+* *er2ice* pro2ided by the ban0

3.- SCOPE OF THE PRO4ECT

Per*onal 2i*it to the branche* o- S'I and H!#C ban0* wa* done to collect the -ir*t hand

in-or,ation St+dy i* done with the *pecial re-erence to the area/ Cha!#&(arh C&t).

3.3 LITERATURE REVIEW

. De!&*e K. C"!r") in hi* *t+dy titled 4C+*to,er *ati*-action ,ea*+re* in the p+blic

*ector what do they tell +*: atte,pt* to de2i*e c+*to,er *ati*-action ,ea*+re*/

accordin. to hi, there are a n+,ber o- -actor* which can a--ect the interpretation o-

re*+lt* the nat+re o- the c+*to,er/ *er2ice pro2i*ion/ *er2ice G+ality and/ -or the p+blic

7



*ector/ the e6tent to which con*+,er *o2erei.nty e6i*t* Re*o+rce* ,ay be better directed

toward* *ettin. and ,aintainin. hi.h le2el* o- *tandard o- *er2ice Thi* *t+dy addre**e*

the di--ic+ltie* and hi.hli.ht* the co,ple6 nat+re o- a c+*to,er or *er2ice bene-iciary

who can be/ at the *a,e ti,e/ a ta6payer/ 2oter/ recipient o- -inancial bene-it*/ with

e6pectation* o- the p+blic *ector and it* deli2ery a.ent/ yet cannot choo*e another

pro2ider

-.Harr) N";'a S"$th;e*ter! O'ah"+a State U!&0er*&t)Na!%) B$##) S"$th;e*ter! O'ah"+a State U!&0er*&t)

R"7ert Ree#er S"$th;e*ter! O'ah"+a State U!&0er*&t) a!#

Da!&e Hart S"$th;e*ter! O'ah"+a State U!&0er*&t) in their *t+dy titled 4C$*t"+er

re*p"!*e*5 A COMPARATIVE STUDY5 want* to deter,ine 2ario+* 2ariable* which

in-l+ence c+*to,er* o- a bar and .rill Thi* co,parati2e analy*i* incl+de* c+*to,er

re*pon*e* with co,pari*on* ,ade to the ,ajor co,petitor<* c+*to,er re*pon*e*/ *t+dent

c+*to,er re*pon*e*/ and re*pon*e* o- a panel o- non c+*to,er* a**e,bled to a**e**

potential c+*to,er re*pon*e* Thi* *t+dy indicate* that location can be a *i.ni-icant

deterrent to e6pan*ion o- the c+*to,er ba*e The per*onality o- the owner can ha2e a

po*iti2e i,pact on c+*to,er -low Analy*i* o- *pendin. pattern* indicate* that -ood and

pool were +nder+tili?ed The ,ale9-e,ale ratio wa* a deter,inate o- c+*to,er -low

3. Da;! Ia%"7$%%& A+) O*tr"+ Ke!t Gra)*"! in their *t+dy titled4D&*t&!($&*h&!(

Ser0&%e $a&t) a!# C$*t"+er Sat&*,a%t&"!5 The V"&%e ", the C"!*$+er5 pre*ent*

two *t+die* that rely on di2er.ent ,ethodolo.ie* to e6a,ine whether or not G+ality and

*ati*-action ha2e di*tinct antecedent ca+*e*/ con*eG+ential e--ect*/ or both 4ie/ whether

or not they *ho+ld be con*idered a *in.le con*tr+ct/ or di*tinct/ *eparable con*tr+ct*5

They -oc+* on con*+,er*$ +nder*tandin. and +*e o- the word* quality and satisfaction; in

both *t+die*/ re*pondent* report whether or not they thin0 G+ality and *ati*-action di--er/

7B



and i- *o/ on what di,en*ion* or +nder what circ+,*tance* In the -ir*t *t+dy/ they +*e

the G+alitati2e “critical incident) techniG+e to elicit *er2ice attrib+te* that are *alient to

re*pondent* when pro,pted to con*ider G+ality and *ati*-action a* di*tinct they code the

re*pon*e* to the*e openended *+r2ey G+e*tion* to e6a,ine whether G+ality can be tea*ed

apart -ro, *ati*-action/ -ro, the re*pondent*$ 4con*+,er*$5 per*pecti2e In the *econd

*t+dy/ to trian.+late on the G+alitati2e data/ they e6peri,entally ,anip+lated a n+,ber o-

*er2ice attrib+te* drawn -ro, both the -ir*t *t+dy and -ro, the literat+re to *ee whether or

not they ha2e di--erential i,pact* on j+d.,ent* o- G+ality and *ati*-action They did not

pre*+ppo*e that G+ality and *ati*-action di--erNrather/ they a*0ed re*pondent* to ,a0e a

j+d.,ent either o- G+ality or o- *ati*-action/ de-inin. the ter, a* they *aw -it

: A!trea* D Atha!a**"p"$"* in hi* *t+dy titled 8C$*t"+er Sat&*,a%t&"! C$e* T"

S$pp"rt. .Mar'et. .Se(+e!tat&"!. .a!#. .E2pa&!. .S;&t%h&!(. .Beha0&"r:. e6a,ined the

c+*to,er *ati*-action c+e* in retail ban0in. *er2ice* in @reece The *t+dy propo*e* an

in*tr+,ent o- c+*to,er *ati*-action that contain* *er2ice G+ality and *+ch other attrib+te*

a* price/ con2enience/ and inno2ation The propo*ed -ra,ewor0 o- c+*to,er *ati*-action

wa* 2eri-ied e,pirically yieldin. -o+r di*tinct -acet* -or b+*ine** c+*to,er* and -i2e -or

indi2id+al c+*to,er* The per-or,ance i,plication* o- the c+*to,er *ati*-actionin*tr+,ent are al*o e6plored &hat i* *hown i* that c+*to,er *e.,ent*/ in -act/ yield

*tati*tically di--erent *ati*-action *core*/ which 2eri-ie* the ,ana.erial 2al+e o- c+*to,er

*e.,entation practice* #inally/ the -acet* o- c+*to,er *ati*-action a* e6planatory c+e*

-or the *witchin. beha2ior o- indi2id+al and b+*ine** c+*to,er* were te*ted *+cce**-+lly

?. . Re!(a*a+) Ea!(" a!# V&<a)a K$+ar G$#epin their *t+dy t&te#8A C"+parat&0e

St$#) "! the Ser0&%e $a&t) a!# C$*t"+er Sat&*,a%t&"! a+"!( Pr&0ate P$7&% a!#

F"re&(! Ba!'*:. -oc+*e* on the *er2ice G+ality and c+*to,er *ati*-action a,on. the

pri2ate/ p+blic and -orei.n ban0* in India An analy*i* i* carried o+t to e6a,ine the le2el

o- awarene** a,on. c+*to,er* and to identi-y the be*t *ector which pro2ide* G+alitati2e

c+*to,er *er2ice Thi* beco,e* rele2ant in the conte6t o- reco,,endation* o- 2ario+*

co,,ittee* con*tit+ted by the @o2ern,ent o- India and the R'I/ -ro, ti,e to ti,e/ to

7=



*+..e*t ,ea*+re* to i,pro2e c+*to,er *er2ice *y*te,* o- the p+blic *ector co,,ercial

ban0* o- India A well*tr+ct+red G+e*tionnaire i* +*ed to collect the 2iew* o- re*pondent*

acro** the three ban0in. *ector* The *+r2ey in*tr+,ent incl+de* 2ario+* di,en*ion*/

pertainin. to the G+ality o- c+*to,er *er2ice* in ter,* o- ban0in. per*onnel/ con2enient

wor0in. ho+r*/ &ebba*ed *er2ice*/ error -ree 2al+eadded *er2ice* and e--icient

.rie2ance redre**al ,echani*, etc Apart -ro, the ba*ic *tati*tical tool* *+ch a*

,ea*+re* o- central tendency/ The a+thor* al*o +*e -actor analy*i*< and the Oneway

Ano2a< cla**i-ication The idea behind thi* i* to e6tract the rele2ant -actor* and analy?e

whether there i* any *i.ni-icant di--erence with re*pect to *er2ice G+ality within the three

ban0in. *ector* The re*+lt* indicate that the le2el o- awarene** a,on. the c+*to,er*

i,pro2ed *i.ni-icantly d+rin. the *t+dy period It i* intere*tin. to note that the re*+lt* are

con*i*tent with the pre2io+* *t+die* cond+cted on c+*to,er *er2ice a*pect*/ and it ha*

been ob*er2ed that the -orei.n and the new .eneration pri2ate *ector ban0* are *er2in.

the c+*to,er* better Thi* ha* lar.er i,plication* on the p+blic *ector co,,ercial ban0*

in India with re*pect to c+*to,er *er2ice deli2ery a*pect* It i* hi.h ti,e the p+blic *ector

co,,ercial ban0* ,ade e--ort* to re2a,p their approach toward* c+*to,er*/ *o a* to

per-or, better and deri2e co,petiti2e ad2anta.e in the lon. r+n

3.6 RESEARCH METHODOLOGYIt de*cribe* the data collection ,ethod/ the *a,plin. plan/ the tool* o- in2e*ti.ation/

plannin. and te*tin. o- G+e*tionnaire and the li,itation* o- the *t+dy The *t+dy reG+ire*

the data to be collected -ro, two di--erent *o+rce* ie the pri,ary *o+rce and the

*econdary *o+rce The pri,ary data i* collected with the help o- *tr+ct+red G+e*tioner*

which i* bein. ,odi-ied D reliable and the *econdary data thro+.h the 2ario+* jo+rnal*/

new*paper* and web*ite*

Data S"$r%e5

8a: Pr&+ar) Data5 Pri,ary data wa* collected by ,ean* o- G+e*tionnaire*

87:. Se%"!#ar). .#ata Secondary data collected by re-errin. to 2ario+*

new*paper*/ ,a.a?ine*/ jo+rnal* and internet 4detail* in biblio.raphy5

Re*ear%h De*&(!

:F



Pre*ent *t+dy enG+ired and bro+.ht -orward the re*+lt* concernin. the *et objecti2e*

*peci-ied be-ore which relate* to de*cription o- the *tate o- a--air* a* a re*+lt it clearly

*tate* that it wa* a !ESCRIPTIVE ST!"/ which incl+ded -act -indin. enG+irie* o-

di--erent 0ind*

Sa+p&!( De*&(!

U!&0er*e5 / The +ni2er*e wa* -inite in thi* *t+dy/ *ince the pop+lation o- Patiala City i*

certain and can be co+nted

Sa+p&!( U!&t5 / The *a,plin. +nit i* an indi2id+al 4non*ta-- ,e,ber5 who i* ha2in.

acco+nt in S'I and H!#C 'an0*

Sa+pe S&9e5 / The *a,ple *i?e -or the *t+dy wa* F indi2id+al*/ non*ta-- ,e,ber* o-

S'I and H!#C 'an0*/ Chandi.arh O+t o- which 7; belon.* to S'I and 7; belon.* to

H!#C ban0

Sa+p&!(. .Pr"%e#$re5 ./. !+e to the ti,e and re*o+rce con*traint* the con2e

*a,plin. techniG+e wa* +*ed The indi2id+al* were *elected accordin. to con2enience to

-ill the G+e*tionnaire*

Re*ear%h I!*tr$+e!t $*e#5 $e*t&"!!a&re*

3. LIMITATIONS

Tho+.h e2ery e--ort wa* ,ade to ,a0e the report a+thentic in e2ery *en*e/ yet there are

-ew -actor* which ,i.ht ha2e their in-l+ence on the -inal report

1There wa* ti,e *horta.e Ti,e pro2ided to +* wa* 2ery *hort which ,a0e it

di--ic+lt -or +* to cond+ct *+r2ey at wider ran.e

3 So,eti,e* re*pondent* did not re*pond well to all the G+e*tion* in the

G+e*tionnaire

7 8ow cooperation -ro, the ban0 e6ec+ti2e* ,a0e to *tr+..le ,ore/ d+e to which

we were -orced to re*trict o+r *a,ple *i?e to BF

:So,e bia*ne** ,i.ht ha2e occ+rred in analy*i* 'eca+*e o- lac0 o- e6pert

0nowled.e

:1



;'e*t e--ort* were ,ade to incorporate alli,portant 2ariable* in *t+dy/ yet chance*

o- *o,e o- 2ariable* not appearin. in *t+dy are not r+led o+t

>#reG+ent de2elop,ent* in thi* *ector can be a ,ajor rea*on o- li,itation in the

*t+dy

'ia*ne** in 2iew* o- re*pondent* can$t be r+led o+t

BRe*i*tance to chan.e *o,eti,e* a--ect* 2iew o- re*pondent*

Chapter 6.

FINDINGS

!ATA A%A8"SIS

STATE 'A%( O# I%!IA

:3



Sa,ple Si?e 7;

SAMPLE SIE

SBI 3?

HDFC 3?

:7



. AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE CUSTOMERS

DEALING WITH SBI

8a: A(e Gr"$p

AGE NO. OF PERSONSLESS THAN 25 525-35 8

35-45 645-55 1255 & ABOVE 4

::



NO. OF PERSONS

8a:Ge!#er

GENDER

NO. OF

PERSONS

MALE 28

FEMALE 7

:;



PERSONS

SERVICE 15

BUSINESMAN 6

PROFESSIONAL 3

STUDENT 8

HOUSEIFE 3

3. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF SBI

INCOME NO. OF PERSONS

NIL 8

LESS THAN 5!!!! 5

5!!!!-15!!!! 7

15!!!!-3!!!!! 5

3!!!!!-5!!!!! 6

:



5!!!!!-ABOVE 4

6. MOST IMPORTANT REASON FOR CHOOSING SBI

FACTORS

NO. OF

PERSONSI "#$% # '#())*+#, #+ #//*0+ )" "% #%

#+ 12

T"% '#+( +#% * "% #+ 4

T"% %/%,,%+ %'$)/% *%'%( ") #+ 5

ATM %'$)/% 7

:B



. NO. OF YEARS CUSTOMERS DEALING SBI

9EARS

NO. OF

PERSONSL% "#+ 1 %#' 7

1 * 2 %#' 12

3 * 5 %#' 7

M*'% "#+ 5 %#' ;

;F



PERSONS

T* #% # (%:*) 14 T* % #($)/% *' )+$%%+

*:)*+ 2

T* )+<0)'% #*0 # #,#+/% 7

T* )"('# /# 12

> HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE

UALITY ON SCALE OF /? PROVIDED BY BANK WHERE /ECELLENT

-/GOOD 3 ABOVE/AVERAGE 6/AVERAGE ?/BELOW AVERAGE

ACCE

SS

COMMU

NICATIO

N

C*+=(%+

)#,) C*0'%

R%,)#),)

S%/0')

R%:*+)

$%+%

#))+

)%

;3



E>CELLENT 13 7 15 12 14 17 ; 5

GOOD ; 11 1! ; ; 12 7 6ABOVE

AVERAGE 6 13 6 7 4 4 12 4

AVERGE 5 3 3 5 5 1 5 ;BELO

AVERAGE 2 1 1 2 3 1 2 11

J WHICH FACILITY SATISFIES YOU MOST

FACILIT9 NO. OF PERSONSATM 13

L*#+ 7

E#', /"%<0% /,%#'#+/% 2

P'%:#'#)*+ * ('# 3

I+%'% :#/#% 3

N% #+)+ 3

P"*+% #+)+ 4

;7



= IF YOU ARE PROVIDED WITH BETTER SERVICES BY OPTIONAL

BANK. WOULD YOU LIKE TO MOVE TO OTHER BANK

9ES 6

NO 2;

;:



SATISFACTION LEVEL

Chapter 6.-

;>



FINDINGS

!ATA A%A8"SIS

H!#C 'A%(

Sa,ple Si?e 7;

;



SAMPLE SIE

HDFC 3?

SBI 3?

. AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE CUSTOMERS

DEALING WITH HDFC

;B



8a: A(e Gr"$p

AGE NO. OF PERSONSLESS THAN 25 4

25-35 1235-45 745-55 ;55 & ABOVE 3

87: Ge!#er

;=



GENDER

NO. OF

PERSONS

MALE 27

FEMALE 8

-. OCCUPATION OF THE CUSTOMERS OF HDFC

>F



OCCUPATION

NO. OF

PERSONS

SERVICE 12

BUSINESMAN 13

PROFESSIONAL 5

STUDENT 3

HOUSEIFE 2

>1



3. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF HDFC

INCOME NO. OF PERSONS

NIL 2LESS THAN 5!!!! 45!!!!-15!!!! ;

15!!!!-3!!!!! 8

3!!!!!-5!!!!! ;

5!!!!!-ABOVE 3

6. MOST IMPORTANT REASON FOR CHOOSING HDFC

>3



FACTORS NO. OF PERSONS

I ave a traditional bank account $it te same bank 3

T"% '#+( +#% * "% #+ 6

T"% %/%,,%+ %'$)/% *%'%( ") #+ 12

ATM %'$)/% 5

N% #+)+ #/),) 2

L*/#)*+ #($#+#% 7

?. ACCOUNT FACILITY AVAILING IN THE HDFC

>7



FACILIT9 NO. OF PERSONS

S#$)+ #//*0+ 21

C0''%+ #//*0+ 7F)%( (%:*) 6

NRI #//*0+ 1

. NO. OF YEARS CUSTOMERS DEALING WITH HDFC

>:



9EARS

NO. OF

PERSONS

L% "#+ 1 %#' 71 * 2 %#' ;

3 * 5 %#' 13

M*'% "#+ 5 %#' 6

>;



. REASON FOR TYPICALLY VISITING THE BANK BRANCH

REASONS

NO. OF

PERSONS

(o make a de!osit 17 T* % #($)/% *' )+$%%+

*:)*+ 3

T* )+<0)'% #*0 # #,#+/% 5

T* )"('# /# 1!

>>



> HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE

UALITY ON SCALE OF /? PROVIDED BY BANK WHERE /

ECELLENT -/GOOD 3 ABOVE/AVERAGE 6/AVERAGE ?/BELOW

AVERAGE

AC

CE

SS

COMM

UNICAT

ION

C*+=(%+

)#,)

C*0'%

R%,)#),)

S%/0')

R%:*+

)$%+%

#))+

)%E>CE

LLEN

T 24 6 22 6 15 17 14 3

GOOD 6 12 22 1! 8 7 8 2ABOV

E

AVER

AGE 3 14 4 12 6 6 6 8AVER

AGE 2 2 2 2 4 4 4 17BELO

AVER

AGE ! 1 ! 5 2 1 3 5

>



>B



J WHICH FACILITY SATISFIES YOU MOST

FACILIT9

NO. OF

PERSONS

( 1!L*#+ 4E#', /"%<0% /,%#'#+/% 8P'%:#'#)*+ * ('# 2I+%'% :#/#% 3N% #+)+ 5P"*+% #+)+ 3

>=



= IF YOU ARE PROVIDED WITH BETTER SERVICES BY OPTIONAL

BANK. WOULD YOU LIKE TO MOVE TO OTHER BANK

9ES ;

NO 26

F



OVERALL SATISFACTION OF THE CUSTOMERS WITH THE

PERFORMANCE OF HDFC BANK

SATISFCTION

NO. OF

PERSONS

E>CELLENT 7

GOOD 12

SATISFACTOR9 8

AVERAGE 5

BELO AVERAGE 3

SATISFACTION LEVEL

1



Chapter 6.3

!ATA A%A8"SIS

COMPARATIVE ST!"

O#

S'I

A%!

H!#C 'A%(

Sa,ple Si?e F

3



. COMPARATIVE STUDY OF AGE GROUP WITH GENDER OF

CUSTOMERS LINKING WITH SBI AND HDFC BANK

8a:.AGE GROUP

AGE SBI HDFC

LESS THAN 25 5 4

25-35 8 12

35-45 6 7

45-55 12 ;55 & ABOVE 4 3

7



87:.GENDER

GENDER SBI HDFC

MALE 28 27

FEMALE 7 8

:



-. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC

BANK REGARDING THEIR OCCUPATION

OCCUPATION SBI HDFC

SERVICE 15 12

BUSINESMAN 6 13

PROFESSIONAL 3 5

STUDENT 8 3

HOUSEIFE 3 2

;



3. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC

BANK REGARDING THEIR INCOME

INCOME SBI HDFC

NIL ! 2

LESS THAN 5!!!! 8 4

5!!!!-15!!!! 7 ;

15!!!!-3!!!!! 1! 8

3!!!!!-5!!!!! 6 ;

5!!!!!-ABOVE 4 3

>



4 COMPARITIVE STUDY OF MOST IMPORTANT REASON CHOOSING

THE PARTICULAR BANK

FACTORS SBI HDFCI "#$% # '#())*+#, #+ #//*0+ )" "%

#% #+ 12 3

T"% '#+( +#% * "% #+ 4 6

T"% %/%,,%+ %'$)/% *%'%( ") #+ 5 12

ATM %'$)/% 7 5

N% #+)+ #/),) 3 2

L*/#)*+ #($#+#% 4 7



?. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC BANK

REGARDING THE ACCOUNT FACILITIES PROVIDED TO THEM

FACILIT9 SBI HDFC

S#$)+ #//*0+ 18 21

C0''%+ #//*0+ 5 7

F)%( (%:*) 12 6

NRI #//*0+ ! 1

B



. COMPARATIVE STUDY OF THE TIME PERIOD OF CUSTOMERS

DEALING WITH SBIAND HDFC BANK

9EARS SBI HDFCL% "#+ 1 %#' 7 71 * 2 %#' 12 ;3 * 5 %#' 7 13M*'% "#+ 5 %#' ; 6

=



. COMPARITIVE STUDY OF REASON THAT MAKE CUSTOMER TO

TYPICALLY VISIT BANK BRANCH

REASONS SBI HDFC T* #% # (%:*) 14 17 T* % #($)/% *' )+$%%+ *:)*+ 2 3 T* )+<0)'% #*0 # #,#+/% 7 5 T* )"('# /# 12 1!

BF



>. COMPARITIVE STUDY OF MOST SATISFYING FACILITY

OFFERED BY THEM

FACILIT9 SBI HDFCATM 13 1!L*#+ 7 4E#', /"%<0% /,%#'#+/% 2 8P'%:#'#)*+ * ('# 3 2I+%'% :#/#% 3 3N% #+)+ 3 5P"*+% #+)+ 4 3

B1



J. CUSTOMERS WANT TO SHIFT TO ANOTHER BANK IF THEY ARE

PROVIDED WITH BETTER SERVICE

CHANGE SBI HDFC

9ES 6 ;

NO 2; 26

=. COMPARISON REGARDING THE OVERALL SATISFACTION

OF THE CUSTOMERS

B3



SATISFCTION SBI HDFC

E>CELLENT 8 7

GOOD 6 12

SATISFACTOR9 18 8

AVERAGE 3 5

BELO AVERAGE ! 3

B7



Chapter ?

?. S$((e*t&"!* a!# Re%"++e!#at&"!*

1'oth the c+*to,er* -ro, S'I and H!#C ban0 ha2e *+..e*ted that the ban0

*ho+ld open one o- it* branch in ind+*trial area li0e -ocal point

3 One o- the ,o*t co,,on *+..e*tion wa* to lower down the ,ini,+, balance

reG+ired in the *a2in. * acco+nt

7 Sta-- *ho+ld be ,ore cooperati2e to the c+*to,er*

:C+*to,er* were not -+lly aware o- the *er2ice* and the 2ario+* char.e* which

they ha2e to pay There-ore 'an0* *ho+ld try to .i2e *o,e ,ore in-or,ation to it*

e6i*tin. c+*to,er*

A**$+pt&"!*

The project report i* ba*ed on the pre-erence o- the c+*to,er* and the le2el o- *ati*-action

toward* S'I and H!#C ban0 !+rin. project we co,e to 0now that both the ban0* arehi.hly pre-erred by the c+*to,er* b+t their pre-erence i* di--erent +p to *o,e e6tend

toward* the *er2ice o- the*e ban0* #ollowin. are the a**+,ption* o- the project

1Ran.e o- the *+r2ey i* li,ited to Patiala city It ,ay not hold the *a,e re*+lt in

the di--erent city

3 The *a,ple *i?e -or the *+r2ey i* re*tricted +p to F O+t o- &hich 7;

G+e*tionnaire wa* -illed by the c+*to,er* o- S'I and 7; wa* -illed by c+*to,er*

o- H!#C ban0

7 S+r2ey i* done in a 2ery *hort period o- ti,e Thi* ,ay ha2e i,pact on the -inal

re*+lt o- the *+r2ey

B:



. Bank !ou are dea"ing #ith

*+, SBI

$. %hat #a& the &ing"e mo&t important rea&on that !ou cho&e thi& particu"ar Ban

I ave a traditional bank account $it te same bank

(e brand name o" te bank

(e e8cellent service o""ered by tis bank

( service

6et banking "acility ocation advantage

ny oter !lease s!eci"y555555555555555555555555555555555555555

'. %hich account (aci"it! !ou are a)ai"ing in the Ban

Savings account urrent account

,i8ed de!osit 6/I account

*. Since ho# man! !ear& !ou are dea"ing #ith thi& Ban

ess tan 1 year 1 to 2 years

3 to & years ore tan & years

1+. %hat i& the main rea&on that !ou t!pica""! )i&it !our ,ank ,ranch

-p"ea&e choo&e the &ing"e mo&t important rea&on

(o make a de!osit

(o get advice "or investment o!tions

(o in9uire about a balance

(o $itdra$ cas

ny oter !lease

s!eci"y5555555555555555555555555555555555555555555555

B>



11./o# #ou"d !ou rate the (o""o#ing ,anking &er)ice 0ua"it! on &ca"e o( 15 pro)ided

,! ,ank #here 1exce""ent 2good 3 a,o)ea)erage 4a)erage 5,e"o# a)erage

ccess ommunication

on"identiality ourtesy

/eliability Security

/es!onsiveness 'aiting time

12.%hich (aci"it! &ati&(ie& !ou mo&t

( Interest !ackage

oan 6et banking

:arly ce9ue clearance Pone banking

Pre!aration o" dra"ts

17 I( !ou are pro)ided #ith ,etter &er)ice& ,! optiona" ,ank. %ou"d !ou "ike to mo)e

to other ,ank.

;es 6o

14. /o# #ou"d !ou rank the o)era"" &er)ice

:8cellent <ood

Satis"actory verage Belo$ verage

Sugge&tion&

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signature

(ank you very muc "or your time coo!eration = !atient

B



BIBLIOGRAPHY

WEBSITE USED

wwwhd-cindiaco,

www*tateban0o-indiaco,

http99wwwban0netindiaco,9ban0in.9inde61ht,

http99wwwa*iatradeh+bco,9india9ban0in.9-inanceht,l

http99wwwenwi0ipediaor.9wi0i9StandardChartered'an0

http99www-inanceindia,artco,9in2e*t,entinindia9*tandardcharteredban0

ht,l

http99wwwe**ay**e9abo+t9literat+reQre2iewQo-Qc+*to,erQ*ati*-action9

http99wwwe,eraldin*i.htco,

http99wwwe**ay**e9abo+t9literat+reQre2iewQo-Qc+*to,erQ*ati*-action

http99wwwe**ay**e9abo+t9literat+reQre2iewQo-Qc+*to,erQ*ati*-action9*tartrecord>

BOOKS FOLLOWED

Re*earch ,ethodolo.y by CR (othari

NEWS PAPERS

'+*ine** *tandard

Comparative Study of Customer’s Satisfaction Towards Hdfc Bank and State Bank of India

Documents

Transcript of Comparative Study of Customer’s Satisfaction Towards Hdfc Bank and State Bank of India