customer awerness about HDF bank

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Housing development

finance corporation

Project Report

On

Ûcustomers awareness about HDFC productÜ

Submitted By

PRAKASH KUMAR DASH

ROLL NO.- 0806102054

Under the Esteemed Guidance of:

Dr. Sandeep Ghose Mr. Arjunananda BaghIMIT, CUTTACK Branch Manager, HDFC BANK

INSTITUTE OF MANAGEMENTAND INFORMATION TECHNOOGY,

CUTTACK

BIJU PATTNAIK UNIVERSITY

OF TECHNOLOGY, ROURKELA



D e l r i

I do hereby declare that the Project Report entitled

is my sincere endeavor. I have prepared this ProjectReport solely as a part of our academic curriculum.

This has not been submitted to any other

organization or educational institute before for any

academic purpose or like.

I have taken utmost care to present the ideas and

information correctly and these are true to my

knowledge.

_____________________

(PRAKASH KUMAR DASH)



ACKNOWLEDGEMENT

I woul d like to convey my hea rtiest gratitu de to seve ral peo ple, fo r thei r supp ort an d guidance

which hel ped me to com plete my P roject Final Re port.

Firs t an d foremo st I woul d like to thank HDFC BANK for giving me an o pp ortunity to do my

inte rnship in thei r esteeme d organization. My special a ppr eciation exten ds to Mr. Arjunanand

Bagh Branch Mana ger, HDFC Bank, Cuttack fo r his con stant encou ragement an d

supp ort th roughout thi s period . It will not be good f rom my side if I do not mention the name of

some Pe rsonal Banke r of Cuttack B ranch like Mr. Biswajit Mohanty , Mr. Ashis Prasad Das,Mr. Sanjeev Kr. Dey and Mr. Mahesh and Mr. Arvind f rom whom I have gathe red plenty of

bankin g knowle dg e .

I al so thank my faculty guide Dr. SAN DEEP G HOSE for his insightful knowle dg e, patience

an d encou ragement which gave me the st ren gth an d powe r to perform my be st.

Last but not the lea st, my en dless appr eciation goe s to my family who ha s stoo d by my side an d

given me mo ral supp ort wheneve r I wa s down an d I thank them f rom my bottom of my hea rt fo r

thei r since re ble ss ing

Thank You!



TABLE OF CONTENTS

Acknowledgments«««««««««««««««««««««««««««««««««««««««««««.. iii

Declaration«««««««««««««««««««««««««««««««««««««««««««««««.. iv

Abstract««««««««««««««««««««««««««««««««««««« vii

INTRODUCTION ................................ ................................ .............................. Error! Bookmark not defined.

OBJECTIVES OF THE PROJECT ................................ ................................ .. Error! Bookmark not defined.

LIMITATIONS OF THE STUDY ................................ ................................ ..... Error! Bookmark not defined.

METHODOLOGY FOLLOWED ................................ ................................ ..... Error! Bookmark not defined.

HDFC BANK·S PRODUCTS AND SERVICES ................................ ................ Error! Bookmark not defined.

PRODUCTS AND SERVICES OF HDFC BANK IN DETAILS ........................... Error! Bookmark not defined.

Regular Fixed Deposit ................................ ................................ ........... Error! Bookmark not defined.

Super Saver Account ................................ ................................ ............. Error! Bookmark not defined.

Sweep-in Account ................................ ................................ .................. Error! Bookmark not defined.

Investment Services Account (ISA) ................................ ....................... Error! Bookmark not defined.

Direct Banking Channels ................................ ................................ ...... Error! Bookmark not defined.

Net Banking ................................ ................................ .......................... Error! Bookmark not defined.

InstaAlerts ................................ ................................ ............................. Error! Bookmark not defined.

ATM ................................ ................................ ................................ ....... Error! Bookmark not defined.

Phone Banking (Toll Free No.: 1800 345 3333) ................................ .. Error! Bookmark not defined.

Email Account Statement ................................ ................................ ..... Error! Bookmark not defined.

CUSTOMER AWARENESS SURVEY ON HDFC BANK·S PRODUCT AND SERVICESError! Bookmark not defined.

Details of data collected from the existing customer of HDFC Bank, Cuttack. ... Error! Bookmark notdefined.

Analysis and Interpretation of Customer Awareness Survey on HDFC Bank·s Product and Services . Error!Bookmark not defined.

Interpretation ................................ ................................ ........................ Error! Bookmark not defined.

MODE OF COMMUNICATION ................................ ................................ ..... Error! Bookmark not defined.

Interpretation ................................ ................................ ........................ Error! Bookmark not defined.

Analysis Through Chi-square Test ................................ ......................... Error! Bookmark not defined.



Interpretatio n ................................ ................................ ......................... Error! Bookmark not defined.

AWARENESS OF INSTAALERT................................ ................................ Error! Bookmark not defined.


INCOME CATEGORY................................ ................................ ............... Error! Bookmark not defined.

TYPES OF INVESTMENT ................................ ................................ ........ Error! Bookmark not defined.


ANALYSIS THROUGH SPSS ................................ ................................ ....... Error! Bookmark not defined.

Calculation Sheet of Chi square through SPSS ................................ .... Error! Bookmark not defined.


Calculation Sheet of Chi square through SPSS ................................ .... Error! Bookmark not defined.


TYPES OF ACCOUNT ................................ ................................ .................. Error! Bookmark not defined. AWARENESS OF SWEEP-IN ACCOUNT ................................ ................... Error! Bookmark not defined.

E-MAIL ACCOUNT STATEMENT ................................ .............................. Error! Bookmark not defined.

ANALYSIS ON CUSTOMER FEEDBACK ON PARKING PLACE ..................... Error! Bookmark not defined.


SPECIAL ACHIEVEMENTS ................................ ................................ ............... Error! Bookmark not defined.

CONCLUSION ................................ ................................ ................................ . Error! Bookmark not defined.

Bibliography ................................ ................................ ................................ ... Error! Bookmark not defined.



ABSTRACT

This project report con sist s of the ove rall ex perience of wo rking as a Mana gement T rainee at HDFC

BANK . Thi s experience hel ped me to un derstan d the ba sic functionin g of the HDFC BANK a s afinancial o rganization an d I came to know the product s an d services offe red by thi s bank.

Training sess ions which we re mainly con ductin g by Mrs. VAN DANA L AL, Mr. SU BHASIS

CHOWDHUR Y an d off cou rse MR . ARJUNANAND B AGH our Branch Mana ger ha s helped to give

me in sight s about the va rious product s an d services of HDFC BANK. Presentation s on the same

afte r self study an d analy sis we re a part of thi s inte rnship sess ion. Not only that I wa s given a ta sk

of doing a ma rket survey but al so to c reate lea ds an d to know the awa rene ss an d sati sfaction level

of the cu stome rs .

My Inte rnship is con sisting of the On the Job T raining as a Management Trainee . The be st

lea rning experience wa s that I sta rte d f rom the ve ry ba sics of gettin g to that position an d not f rom

the position it self. Thi s helped me gettin g useful in sight an d understan ding of va rious financial

product s like fixe d deposit, savings account, inve stment service account an d the ma rket deal s with

it an d the benefit s provided by them to the cu stome rs. Em pha sis wa s given in analy sis of the

custome r awa rene ss on the HDFC product s an d services. Anothe r inte resting fact wa s that all the se

product s we re cate gories kee ping the ba sic nee ds of the cu stome r. I ha d been a part of a survey

activity both in the b ranch an d out side the b ranch. The main purpose of thi s activity wa s to make

custome r awa re of different product s an d services an d side by side gene rate lea ds for the com pany

which woul d enhance thei r sale s . Mainly the fi rst half of the day I u sed to survey within the

organization an d on the secon d half I u sed to vi sit the cu stome rs in different place of Cuttack.

I have divided the project into two pha ses. Firs t pha se of the project will deal s with the survey

purpose an d the secon d pha se deal s with analyzin g the awa rene ss an d sati sfaction level of the

custome rs. I have taken 182 sam ple size to analyze the data in my final report. The fin dings

are given in the report.



I NTRODUCT ION:

Th e project is about creati ng aware ness to t h e HDFC customer re gardi ng th eir servicesand products. Services are mai nly Direct Banking Channels wh ich are Net ba nk ing, Ph one ba nk ing, Insta A lerts , Emai l stateme nt etc. a nd th e products are fixed deposit , various savings account and th e cards.

Wh eth er t h e bu yer is satisfied after purc h ase depe nds on th e offer¶s performa nce in relation to th e bu yer¶s expectatio n. In genera l, satisfactio n is a perso n¶s feelings of

pleasure or disappoi ntment resu lting from compari ng a products perceived performa nce or outcome i n relatio n to h is or h er expectatio n. If th e performa nceexceeds expectatio n, th e customer is h igh ly satisfied. If th e performa nce exceedsexpectatio n, th e customer is h igh ly satisfied or de ligh ted.

Th is researc h wor k wou ld be do ne th rou gh a surve y process w h ere we wou ld bemeeti ng th e existi ng customer of HDFC ba nk to know t h eir satisfactio n le vel.Accordi ng to th e instructio n we wou ld require to do about 150 to 200 odd surve ys on th e existi ng customer base of HDFC ba nk amo ng wh om we wou ld be e nh ancing th eaware ness level, side b y side tr y and awa k en needs i n th em w h ich will generate t h eleads

OBJECTIVE OR THE PURPOSE OF THE PROJECT:Th ere must be some pi n poi nted objectives for a ny researc h proposa l. Objectives

particu lar ly specif y scope area , prob lem a nd its so lutio n of a researc h project. Ever y mar k eting researc h starts wit h a specific prob lem. Objectives s h ould be desi gned in such a wa y so t h at th e prob lem ca n be so lving th rough th e fu lfillment of t h e objectivesas stated.

As far as m y project co ncer n, th e objectives are stated be low.

1. Identify customer¶s awareness on the direct banking channels of HDFC

bank:

Identif y or create aware ness o n th e mi nd of t h e existi ng customers of HDFC ba nk about t h e DBC¶s , wh ich sh ould be t h e prime co ncer n for us. Th e detai ls about DBC¶sh ave bee n discussed i n th e mai n text , wh ich we going to interact wit h th e customers.

2. Identify customer¶s awareness on supersaver and sweep-in facility providedby HDFC bank:



Th is project wou ld be a wit ness i n terms of experie ncing some practica l wor k lik e ma k ing questio nnaire , interacti ng with HDFC ba nk ¶s customer , understa nding th eir satisfactio n level andfinally creati ng and awa k ing th e needs i n th em.

I NTERACT ION W I TH THE CORPORATE PERSONNEL:

It is going to add lots of professio nal va lue to our stud y if we co ntinually interact wit h th e

compa ny perso nnel regardi ng th e product a nd services , th eir strate gy and th eir mar k eting plan.Th eir support wou ld be a k ey source for us w h ile we wou ld be generati ng th e busi ness for t h e

bank .

PRODUCT KNOWLEDGE :

Wh ile going th rou gh th is project we h ave gath ered i nvaluab le amou nt of product knowledge on bank ing sector w h ich added lots of va lue to our stud y.

Limitation of the study1. We are not supposed to se ll direct ly to t h e customer; we are o nly respo nsib le to create t h e

leads for t h e ba nk .

2. We ca nnot do t h e surve y on oth er t h an th e HDFC customer; it h as to be t h e existi ng customer of HDFC ba nk .

3. As it is t h e primar y data co llectio n from t h e customer , th e respo nse ca n be biased as we ll asincorrect.

SOU RCES AND M ETHODO LOGY:

1. Making of the Questionnaire.

Th e questio nnaire h as bee n desi gn k eepi ng th e objectives i n mind. Th ere are bot h qualitative a nd qua ntitative tec h nique h as bee n used.

2. Collecting customer data base which is a source for us.

First we needed to co llect t h e seco ndar y data base of t h e customer from t h eexisti ng data base of t h e respective bra nch es a nd th ereafter we wou ld ma k e a

ph one ca ll to th em to fix a n appoi ntment.



3. Market survey around the respective branch.

Once t h e appoi ntme nt h as bee n done, we wou ld be going to th em a long with th equestio nnaire to do t h e respective surve y.

4. Taking reference from the customers.We wou ld also tr y and ta k e some refere nce from t h em w h ich would bri ng someamou nt of leads for us.

REPORT ORGAN ISATION:

I am doi ng my SIP at HDFC BANK LT

D. i n Cuttac k . Mr. Adit ya Puri is curre ntly th

eManaging Director of HDFC ba nk . Th e objective is to bui ld sou nd customer franch ises across disti nct busi nesses. Just coup le of da ys ago it h as a mer ger wit h Centurio n Bank of Pu n jab a nd h eadi ng h igh to be number o ne ba nk in private sector.



COMPANY PROF ILE :

In troductio n:

Th e Housi ng Deve lopme nt Fi nance Corporatio n Limited (HDFC) was amo ngst th efirst to receive a n 'in principle' approva l from t h e Reserve Ba nk of India (RB I) to setup a ba nk in th e private sector , as part of t h e RB I's libera lizatio n of t h e Indian Bank ing Industr y in 1994. Th e ba nk was i ncorporated i n August 1994 i n th e name of 'HDFCBank Limited' , with its re gistered office i n Mumbai , India. HDFC Ba nk comme ncedoperatio ns as a Sc h eduled Commercia l Bank in Januar y 1995.

HistoryMr. Jagdish Capoor took ov er as th e bank's Chairman in July 2001. Prior to this, Mr. Capoor was a D eputyGovernor of th e Reserve Bank of India.

The Managing Dir ec tor, Mr. Aditya Puri, has b ee n a prof essional bank er for ov er 25 y ears, and b efore joiningHDFC Bank in 1994 was h eading Citibank's op erations in Malaysia.

The Bank's Board of Dir ectors is compos ed of emin ent individuals with a w ealth of experience in publi c poli cy, administration, industry and comm ercial banking. Senior exec utiv es repr esenting HD FC are also onth e Board.

BOARD OF MEMBERS :

1. JAGD ISH CAPOOR 2. ADIT YA PUR I

3. MR. KEK I M. M IST RY

4. MR. V I NEE T JAI N

5. MRS. RENU KARNAD

6. MR. ARV I ND PANDE

7. MR. AS IM SAMAN T A

8. MR. CM VASUDEV

9. MR. GAU T AM D IVAN

10. DR. PAND IT PA LANDE

11. MR. PARESH SUK T HANKAR



12. MR. HAR ISH ENG I NEER

Mission:

HDFC Ba nk 's missio n is to be a Wor ld-C lass Indian Ba nk .Th

e objective is to bui ld sou nd customer fra nch ises across disti nct busi nesses so as to be t h e preferred provider of ba nk ing services for tar getretai l and w h olesa le customer se gments a nd to ac h ieve h ealth y growt h in profitabi lity, consiste nt wit h th e ba nk 's ris k appetite.

Service s off e r at HD FC BANK

1. Direct banking channels:

Net banking:

Net ba nk ing is t h e Inter net ba nk ing service w h ich provides up-to seco nd accou nt informatio n.Customers ca n view accou nt ba lances a nd stateme nts, tra nsfer fu nds betwee n accou nts, create fixeddeposit o nline th rou gh net ba nk ing wh ich sh ould be i nform to t h em.

Phone banking :

Ph one ba nk ing will h el p customer to ta lk to t h e ph one ba nk er at a ny time w h enever t h ey fill th e

requireme nt to ch

eck th

e tra nsactio ns.Th

ere is a to ll free number wh

ere th

e customer ca n ca ll wit h out beari ng any ch ar ges.

Insta alerts:

Th is service wi ll h el p t h e customer to get t h e re gular updates t h rou gh an SMS. For t h e sa lar y accou nth olders , it¶s an ea ger wait ti ll th e sa lar y comes i nto t h e ba nk . But wit h Insta A lert t h ey can get a n SMS , th e mi nute t h eir sa lar y gets credited. Customer ca n get i nsta nt SMS remi nders w h en th e uti lity

bills are due.

Email Account Statement :

Customers ca n get i nsta nt emai l wh ile th ey are depositi ng or wit h drawi ng from t h eir accou nt.

Mobile banking :



Mobil e Banking works through a s e t of t ex t m essag es (SMS). With SMS you can p e rform a wid e rang e of qu e ry-bas ed transa ctions from your mobil e phon e , without even making a call.

2. Investment Service Account (ISA) :

One of t h e ver y importa nt jobs i n th is project wou ld be to ma k e th e customers aware of i nvestme ntservice accou nt. ISA is re lated to t h e mutua l fund h older. Th e k ey factor of ISA is t h at t h e customer wou ld be ab le to purc h ase t h e mutua l fund in online basis; as a resu lt th ey wou ld be free from paper wor k s.

W hat transactions can one make through Investment Service Account?

Purchase : Customer ca n invest i n various Mutua l Fund sc h emes wit h out t h e h ass le of fi lling upmultip le App licatio n Forms.

Redemption : Customer ca n redeem t h eir Mutua l Fund units a nd th e redeemed va lue wi ll beautomatica lly credited to your Ba nk Accou nt.

Switch : T o suit t h eir c h anging needs customer ma y wis h to s h ift i nvestme nts betwee n differe ntsch emes. Customers ca n switc h th eir i nvestme nts t h rou gh ph one/net from o ne sc h eme to a noth er wit h in th e same fu nd fami ly.

Track your Investments : Above a ll, you ca n also view your Mutua l Fund h oldings a nd va luatio nsonline.

HDFC PRODUC T

Mai nly th e project is going to specified o n th e two core product , two t h ird part y product a nd th evarious loans lik e perso nal loan, h ome loan etc.

Core product :

1. Fixed deposit:

a. Re gular fixed deposit:

Features a nd be nefits :

Time bas ed rat e of int erest- long er p eriods of d eposit a ccru e high er int erests.

Pot ential to earn compound int e rest by r e investing th e prin cipal amount alongwith th e int e rest earn ed during th e period.

Add to your Fixed Deposit. (minimum add-ons of Rs. 5,000/ - ) wh en you hav e surplus funds.



No p enalty for pr ematur e withdrawal.

Flexibility in alt e ring p e riod of d eposit, maturity and paym ent instru ctions,prin cipal amount and rollov e r mod e .

Higher rat e of int e rest on Fixed Deposits for Senior Citiz ens.

b. Super saver faci lity :


It's lik e two A ccounts working in tand em to giv e you b ett e r r e turns.

Choos e betw ee n a savings or curr ent a ccount to link to your Fixed Deposit.

Avail an ov e rdraft fa cility to suppl em ent your hous ehold or busin ess n ee ds.

Pay ba ck with int e rest only on th e drawn amount, whil e th e remaining Fixed Depositcontinu es to earn you int e rest.

Flexibility in alt e ring p e riod of d eposit, maturity and paym ent instru ctions, prin cipalamount and rollov e r mod e

Senior citizens enjoy a high er rat e of int e rest on th e ir Fixed Deposits.

c. Sweep-i n- faci lity


Choos e betw ee n a Savings A ccount or Curr ent A ccount to link to your Fixed Deposit.

E arn high er int e rest on th e mon ey till it is sw ept-in, whil e th e remaining Fixed Depositcontinu es to earn you int e rest.

O nly an exact amount r equir ed to mak e up for t h e de ficit in th e Savings a ccount iswithdrawn from your Fixed Deposit (units of R e. 1/ - ) th e reby minimizing int e rest loss.

Multipl e deposits can b e linked to th e Savings a ccount.

Flexibility in alt e ring th e period of d eposit, maturity and paym ent inst ru ctions,prin cipal amount and rollov e r mod e.

You can avail of both, a Sup ersav ers facility as w ell as a Swee p-In Facility if you hav e linked your d eposits to a Savings Facility.

Senior citizens enjoy a high er rat e of int e rest on th e ir Fixed Deposits.



Avail an Int ernational D ebit Cards and a fr ee chequ e book on your Swee p-in Savingsaccount.

2. Savi ngs accou nt:

a. Savings plus:

Featur es and b enefits:

Minimum Quart erly balan ce is Rs.10000/-

Free transa ctions on any oth er Bank's ATM p er month.

Free Payabl e at Par (PAP ) chequ ebook without any usag e charg es upto a limit of 50,000 p ermonth.*

Free Demand Drafts on HD FC Bank lo cations, upto a limit of 25,000/ - p e r day.

Regular savings

Featur es and b enefits

Minimum Quart erly balan ce is Rs.5000/-

Free transa ctions on SBI/Andhra Bank ATMs p e r month.

Free Payabl e -at-Par chequ ebook, without any usag e charg es upto a limit of Rs.50,000/ - p e rmonth

Kid s advantag e


Automati cally in creas es th e balan ce in your Kids Advantag e Account by transf erring a fi xedsum from your Savings A ccount eve ry month.

Amounts in exce ss of Rs. 5,000/ - ov e r and abov e a balan ce of Rs. 10,000/ - g ets conv ert edinto Fixed Deposits for a sp ec ified p e riod in your child's nam e .

Free Int e rnational D ebit Card for your child (abov e 7 years of ag e) with a ma ximumdrawing capability of Rs. 2,500/- p e r day.

Free Edu cation Insuran ce cov er of up to Rs. 1,00,000/ - for your child with every KidsAdvantag e Account.

Senior citizens




You n ee d not s ear ch for an HD FC Bank ATM, you can avail of fr ee cash withdrawaltransa ctions p e r month at any oth er bank ATM.

Payabl e-at-Par (PAP ) chequ ebooks ar e issu ed fr ee .

With this fa cility, outstation chequ es issu ed by you (for clearing ) will be tr eat ed as lo calchequ es, at any HD FC Bank lo cation.

What's mor e , enjoy fr ee PAP usag e upto Rs.50,000/ - p e r month. A nominal charg e of Re.1/-pe r 1000 will apply abov e Rs.50,000/ - on th e full amount.

Third party products (T PP¶s):

1. Mutua l fund2. Insura nce

V arious loans

1. Perso nal loan 2. Home loan 3.

T wo w h eeler loan 4.

Car loan

PROJECT RELATED WORK:

Questionnaire Design:

As our project dea ls wit h th e systematic researc h wor k, th e mai n busi ness lies i n th e interactio n wit h th e customer a nd to u ndersta nd th eir needs a nd th eir prob lems. We were determi ned to go for a

mar k et surve y wh

ich

wou ld bri ng treme ndous amou nt of respo nse o n th

e aware ness a nd th

esatisfactio n level of t h e customer o n HDFC product a nd services. As per as objectives was co ncer nedwe wor k h ard to stic k arou nd t h at a nd tr y to generate busi ness as muc h as possib le.

Our questio nnaire h as bee n finalized o n th e first wee k of Ju ly¶09 w h ich allowed us to pro gress t h esurve y wor k righ t from t h e 6 th of t h e mo nth . O n our ver y first da y we we nt to our respective

bra nch es. I h ave bee n put i n th e bra nch of Cuttac k wh ich is th e commercia l belt of Orissa a nd a perfect busi ness p lace. We first meet t h e bra nch manager over t h ere, wh o was ver y k ind a ndsupportive. He h as t h row n some ligh t o n product a nd services o n wh ich we h ad co ncentrated. After th at wit h out wasti ng any more time we h ave started our surve y wor k from t h e da y one.



Almost ever y day we used to sta y in our bra nch in th e first h alf as t h ere is e nough walk in of t h ecustomer to w h om we cou ld do t h e surve y wor k and after t h at we used to ma k e th e appoi ntme nt tovisit t h e customer i ndividua lly. I must sa y it was a great experie nce as per as t h e practica l wor k isconcer n. I h ave bee n experie nced wit h not o nly on th e ba nk ing sector but a lso u nderstood t h e

psych ology or t h e th ink ing process of t h e customer w h ich is a great practica l knowledge for me.

As per as t h e co llectio n of data is co ncer n we h ave gath er a vast amou nt of data t h rou gh th e

questio nnaire w h ich can provide us a qua lity analysis.

Sample size:

Initia lly th e samp le size was decided to be 150 to 200 a nd so as it is. I did ab le to reac h to 182correspo ndents to w h om I express m y sincere gratitude.

Area of the project : Th e entire project h as bee n done in th e Cuttac k bra nch as I h ave bee n postedth ere. Th e bra nch h as bee n located i n th e h eart of Cuttac k wit h th e severa l oth er ba nk s bei ng locatedth ere too. It¶s a ver y busy area a nd t h e place is ver y congested.



Analysis of th e dataUses of pi e chart , bar graph and spss with th e

he lp of Sign Test



As per a s the anal y

¡

ng the data i s concern I ha ve taken 182 sample size(que stionnaire ¢ from which we ha ve got the following finding s

In the abo ve figure 6 0 sample size ha s been taken where we can see that incomelevel of 10000-25000 ha s more number of account s with HDFC bank.

In the abo ve figure, t ype s of account holder whom income le vel is <10000 is beengiven among whom regular savings ha s the highe st percentage.

56%33%

8%

3%

Ch t itlAGE20 - 30 AGE 31-40 AGE41-50 AGE51-60

22%

57 %

0%

7% 14 %

1. Savings plu s a/c

2. Regular savings a/c

3. Kids advantage a/c

4. Salar y a/c

5. Current a/c



In the abo ve diagram we can view that account holder who se income le vel is between10000- 25000 ha s mainl y gone for regular saving s account. But here kid s ad vantageaccount al so found some mark with a ver y minimum of 7%.

The abo ve diagram show s a little different than the earlier one. It show s salar y a/c ha s more number of cu stomer s in the income le vel of 25000-40000 .

7%

48%7%

31%

7%1. Savings plu s a/c

2. Regular saving s a/c

3. Kids ad vantage a/c4. Salar y a/c

5. Current a/c

15%

23%

8%46%

8%

1. Savings plus a/c


3. Kids ad vantage a/c

4. Salar y a/c

5. Current a/c

TYPES OF ACCOUNT HOLDER OF INCOME LEVEL25000 - 40000

TYPES OF ACCOUNT HOLDER OFINCOME LEVEL10000-25000



Again the abo ve diagram show s that regular savings ha s more cu stomer in compare toother s account.

The abo ve graph show s in the number not in percentage. Earlier in figure no. 1 it ha s beenshown that income le vel <10000 con sist of onl y 23% which indicate onl y 14 cu stomer s.Among thi s 14 cu stomer the abo ve figure i s showing onl y 2 cu stomer who ha s inve sted in

fi£

ed depo sit and other do not ha ve an y investment.

25 %

50 %

0%

25 %

0%

1. Savings plu s a/c


3. Kids advantage a/c

4. Salar y a/c

5. Current a/c

0 0.5 1 1 .5 2

Fi¤ ed depo sit

Mutual fund

Insurance

Serie s1

TYPES OF ACCOUNT HOLDER OFINCOME LEVEL >40000

N ¥ MB ¦ R § ¨ INVEST M E NT © § NE B

INC § M E H §

LDE R < 10000

N ¥ MB ER § ¨ INVEST M E NT DO NE B

INCO M E HOLDE R 10000 - 25000



The same wa y 10000 - 25000 implie s 28 cu stomer s with a % of 47 .and among tho se 28 cu stomer 4 ha s inve sted in mutual fund, 2 in Insurance and 1 in fi ed depo sit and other s do not ha ve an y inve stment.

The abo ve diagram signif y that income holder 25000 40000 ha s 5 cu stomer who ha s aninve stment .2 in mutual fund , 2 in fi ed depo sit and 1 in Insurance.

0 1 2 3 4

Fi ed depo sit

Mutual fund

Insurance

Serie s1

0 0.5 1 1 .5 2

Fi ed depo sit

Mutual fund

Insurance

Serie s1

N MB ER OF INVEST M E NT DO NE B

INCO M E HOLDE R 25000 - 40000

N MB ER OF INVEST M E NT DO NE B

INCO M E HOLDE R > 40000



The abo ve figure says that le vel >40000 actuall y ha s 3 cu stomer out of 5 (see figure 1) whoha s inve sted in each product fi ed depo sit, mutual fund and In surance.

The abo ve diagram show s that cu stomer s with income group of < 10000 use s abo veser vice s in the abo ve manner.

0 0.5 1

Fi ed depo sit

Mutual fund

Insurance

erie s1

7%

22%

29%21 %

21 %

1. Net Banking

2. Phone Banking

3.Insta AlertFacility

4. E-mail

% of DBC under 10000 income group

% of DBC between 10000 to 25000 income group s



Its show that phone banking i s ver y rare in the abo ve slab. Cu stomer generall y prefer s theinsta alert and net banking facilit y.

The abo ve figure show s that cu stomer s generall y work manuall y to the bank to get theser vice. In sta alert and phone banking i s the good medium for them.

18%

14 %

36%

18%

14 % 1. Net Banking

2. Phone Banking

3.Insta Alert acility

4. E-mail

8%15 %

15%

8%

54 %

1. Net Banking

2. Phone Banking

3.Insta Alert acility

4. E-mail

5. other s

% of DBC between 25000 to 40000 income group

% of DBC abo ve 40000 income group



Again the cu stomer frequentl y use s phone banking, net banking and in sta alert facilit y in

the abo ve pie chart.

20 %

20%40 %

20 %

0%1. Net Banking

2. Phone Banking

3.In sta Alert Facilit y

4. E-mail

5. other s



Administration & premises - Opinion of customers :

In admi nistratio n & premises t h ere are tota l sixtee n variab le w h ich are given below

y

Adequac y of premises/expectatio ns, y

Proper sitti ng place/expectatio ns, y

Locatio n of th

e bra nch

/expectatio ns, y

Overa ll ambie nce a nd get up/expectatio ns, y

Suitab le si gn board/expectatio ns, y

Enquir y counter/expectatio ns , y

Avai lability of statio nar y /expectatio ns, y

Adequate par k ing and ligh ting /expectatio nsy

Adequac y of premises /performa nce rati ng, y

Proper sitti ng place/performa nce rati ng, y

Locatio n of t h e bra nch /performa nce rati ng,

y

Overa ll ambie nce a nd get up/performa nce rati ng, y

Suitab le si gn board/performa nce rati ng, y

Enquir y counter/performa nce rati ng, y

Avai lability of statio nar y/performa nce rati ng, y

Adequate par k ing and ligh ting /performa nce rati ng

Tota l samp le size is 182. I

have used SPSS

here to fi nd out t

he associatio n betwee n th e expectatio ns leve l of t h e customer a nd th e performa nce rati ng

by th e customer o n HDFC BANK (Cuttac k bra nch ).

Th ere are two met h ods w h ich I h ave adopted name ly:

Sign test

SIGN TEST

NULL

HYPOTHESIS H0: There is no difference between the expectations and performance rating

ALTERNATE HYPOTHESIS

H1: There is difference between the expectations and performance rating



1. Ad qu of p is s

Frequencies

ega ve erences a

os ve erencesb

es c

o a

adequecy of premises/ performance rating -adequecy of premises/ expectation

adequecy of premises / performance rating <a equecy o prem ses expec a on

a.

adequecy of premises / performance rating >a equecy o prem ses expec a on

b.

adequecy of premises / expectation = adequecy of prem ses per ormance ra ng

c.

Test Statisticsa

- ..symp. g. - a e

adequecy of premises /

performancerating -

adequecy of

premises /

gn es.



In th above case I have taken 95% as the s igni icanceleve l where I have ca lculated the µZ¶ value as - .689

by the help of SPSS and it lies in the reject i area .Therefore the nu ll hypothes is is reject ing which infer that there is difference be tween the cus tomer ex pectation and the serv ice w hich HDF C cuttack

branc h is prov iding them. Here the serv ice is no t u ptothe mark w hich bank s hould look af ter.

2. Pr op r sittin pl

Frequencies

Negative Differences a

Positive Differences b

Ties c

Total

proper setting place tocustomer / performancerating - proper settingplace to customer /expectat on.

proper setting place to customer / performance ratingproper se ng p ace o cus omer expec a on.

a.

proper setting place to customer / performance ratingproper se ng p ace o cus omer expec a on.

b.

proper setting place to customer / expectation. =proper se ng p ace o cus omer per ormance ra ng

c.

0 +1.96

0.025 Of area

-1.96

0.025 Of area

Accept Region

Re ect Re ion Re ject region

-4.689



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as - .9 1

by the help of SPSS and it lies in the reject ion area .Therefore the nu ll hypothes is is reject ing which infer that there is d ifference be tween the cus tomer ex pectation and the serv ice w hich HDF C cuttack

branc h is prov iding them. Here a gain the serv ice isnot u pto the mark w hich bank s hould look af ter.

Test Statisticsa

- ..symp. g. - a e

proper settingplace to

customer /performance

rating - proper setting placeto customer /

.

gn es.

0 +1.96

0.025 Of area

-1.96

0.025 Of area

Accept Region


-4.931



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as -1.218

by the help of SPSS and it lies in the acceptancereg ion . T herefore the nu ll hypothes is is notreject ing which infer that there is no d ifference

be tween the cus tomer ex pectation and the serv icewhich HDF C Cuttack branc h is prov iding them. Inthis parame ter the branc h is do ing very we ll and theloca tion w ise branc h is abso lutely in the r ight place.

4. Ove ra ll am bi e n e a nd ge t up

Frequencies

ega ve erences a

b

es c

o a

overall ambience and getup / perfomance rating -overall ambience and getup / expectation

overall ambience and get up / perfomance rating <

a.

overall ambience and get up / perfomance rating >

b.

overall ambience and get up / expectation = overallam ence an ge up per omance ra ng

c.

Test Statistics a

- ..symp. g. - a e

overallambience and

get up /perfomance

rating - overallambience and

get up /

gn es.



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as - .90

by the help of SPSS and it lies in the reject ion

reg ion . T herefore the nu ll hypothes is is reject ing which infer that there is d ifference be tween thecus tomer ex pectation and the serv ice w hich HDF C Cuttack branc h is prov iding them. Here a gain theserv ice is no t u pto the mark w hich says that cus tomersare no t at all satisf ied by the amb ience in the bank.

5. S uit a bl e sign bo ar d

Frequencies

ega ve erences a

os ve erences b

es c

o a

suitable sign boards/ performance rating -suitable sign boards/ expectation

suitable sign boards / performance rating <su a e s gn oar s expec a on

a.

suitable sign boards / performance rating >su a e s gn oar s expec a on

b.

suitable sign boards / expectation = suitable signoar s per ormance ra ng

c.

0 +1.9

6

0.025 Of area

-1.96

0.025 Of area

Accept Region


-3.904



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as -0.182 by the help of SPSS and it lies in the acceptancereg ion . T herefore the nu ll hypothes is is notreject ing which infer that there is no d ifference

be tween the cus tomer ex pectation and the serv icewhich HDF C Cuttack branc h is prov iding them. T hisis the second parame ter w here the branc h has beenrated exce ptiona lly we ll by their cus tomer and theyseems to be rea lly sa tisf ied in terms of s ign boards inthe branc h.

Test Statisticsa

-..symp. g. - a e

suitable signboards /

performancerating -

suitable sign

boards /

gn es.

0 +1.96

0.025 Of area

-1.96

0.025 Of area

Accept Region


- .182



6 . E nqui ry count e r

Frequencies

ega ve erences a

os ve erences b

es c

o a

enquiry counter /performance rating- enquiry counter /expectation

enquiry counter / performance rating < enquirycoun er expec a on

a.

enquiry counter / performance rating > enquirycoun er expec a on

b.

enquiry counter / expectation = enquiry counter /per ormance ra ng

c.

Test Statisticsa

-..symp. g. - a e

enquirycounter /

performancerating -enquiry

counter /

gn es.

0 +1.96

0.025 Of area

-1.96

0.025 Of area

Accept Region

Re ect Re ionRe ject region

- .376



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as -0. 76

by the help of SPSS and it lies in the acceptancereg ion . T herefore the nu ll hypothes is is notreject ing which infer that there is no d ifference

be tween the cus tomer ex pectation and the serv icewhich HDF C Cuttack branc h is prov iding them. T hisis the third parame ter w here the branc h has been ra tedagain exce ptiona lly we ll by their cus tomer and theyseems to be rea lly sa tisf ied as per as enqu iry coun ter goes.

7 . Av a ila bilit y of st a tion ary

Frequencies

ega ve erences a

os ve erences b

es c

o a

availability of stationary/ performance rating -availability of stationary/ expectation

availability of stationary / performance rating <ava a y o s a onary expec a on

a.

availability of stationary / performance rating >ava a y o s a onary expec a on

b.

availability of stationary / expectation = availability of s a onary per ormance ra ng

c.

Test Statistics a

- ..symp. g. - a e

availability of stationary /performance

rating -availability of stationary /

gn es.



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as - . 27

by the help of SPSS and it lies in the reject ionreg ion . T herefore the nu ll hypothes is is reject ing which infer that there is d ifference be tween thecus tomer ex pectation and the serv ice w hich HDF C Cuttack branc h is prov iding them. Here a gain theserv ice is no t u pto the mark w hich says that cus tomersare no t at all satisf ied with the ava ilab ility of stationary.

8.

Ad e qu a t e lightin g & p ark in g f a cilit y

Frequenc ies

163

0

19

182

Negative iff erences a

Positive iff erences b

Ties c

Total

adequate lighting &arking f acility /er f ormance rating

- adequate lighting& arking f acility /expec a on

adequate lighting & parking f acility / per f ormance rating a equa e g ng par ng ac y expec a on

a .

adequate lighting & parking f acility / per f ormance rating> a equa e g ng par ng ac y expec a on

b .

adequate lighting & parking f acility / expectation a equa e g ng par ng ac y per ormance ra ng

c .

0 +1.9

6

0.025 Of area

-1.96

0.025 Of area

Accept Region


-4.327



In the above case I have taken 95% as the s ignif icanceleve l where I have ca lculated the µZ¶ value as -12.689

by the help of SPSS and it lies in the reject ionreg ion . T herefore the nu ll hypothes is is reject ing which infer that there is d ifference be tween thecus tomer ex pectation and the serv ice w hich HDF C Cuttack branc h is prov iding them. T his is the mos t pathetic parame ter as per as the Cuttack branc h goes,which has been ra ted totally unsa tisf ied by thecus tomers.

Test Statisticsa

- ..symp. g. - a e

adequatelighting &

parking facility/ performance

rating -adequatelighting &

parking facility

gn es.

0 +1.96

0.025 Of area

-1.96

0.025 Of area

Accept Region


-12 .689



Recommendation and suggestion:

1. CONCENTRATE MORE ON CORPORATE ENT I TY :As per as Cuttac k branch goes its needs toconcentrate more o n corporate e ntity oth er t h an th e retai l entity. In th is bra nch we are h aving 6000 customer amo ng wh ich 4500 be longs tosavi ngs accou nt h olders , rest are curre nt accou nth olders w h ich are ver y less. Th erefore t h e bra nch sh ould h ave a stro ng mar k eting planning toincrease t h e data base of curre nt accou nt h olders

2. PROV IDE I NSTA ALERT TO ALL THE CUSTOMERS :I h ave met at least 500 to 600 customers i n my entire trai ning period w h ere I h aven¶t found asingle customer wit h out a mobi le. Th erefore t h e

prospect to i ncrease t h e Insta A lert is ver y h igh and a lso t h e prospect of net ba nk ing can beincrease.



3. I MPROVE COUPLE OF ADM I NI STRAT I VE PARAMETER :Admi nistrative premises lik e par k ing faci lity, avai labi lity of statio nar y, spaces i nside t h e bra nch sh ould be improve. Basica lly in Cuttac k branch

par k ing is a u nique prob lem faced b y th ecustomers for w h ich th ey are tota lly dissatisfied.

4. PROV IDE MORE TRA I NI NG FAC IL I TY TO BANK STAFF :More trai ning is i n th e ur ge of its need, specia lly th e knowledge about Investme nt Service Accou ntwh ich bank ing perso nnel are lack ing ver y muc h .

5. I NCREASE NUMBER OF BRANCHES & ATM S :Branch es and A T M¶s are t h e genuine prob lem i n town lik e Cuttac k . As t h ere is o nly one AT Mcounter customers are h aving a serious prob lemof cas h with draw.

6. I NCREASE THE DEPOS I T AND CASH W I THDRAW COUNTER : At prese nt th e bra nch is h aving only two deposits a nd wit h draws cou nter a nd th atis a lso differe ntiated i n terms of amou nt w h ich customer is depositi ng wh ich isnot enough for t h e bra nch .

CONCLUSION:In a year w h en quite a few of t h e mi gh ty bank s in th e US stood h umb led a ndh umi liated , th ings were rat h er u neventful for ba nk s in India. W h ile almost ever y

bank er i n th e cou ntr y tur ned jump y at th e word subprime , few lost s leep over it. Th edomestic eco nomy continued to grow , h ousi ng prices more t h an h eld up , consumers

bou gh t more goods a nd services a nd forei gn investors co ntinued to pour do llars i ntoth e cou ntr y. As a resu lt, Indian bank s were o n a ro ll last year. So it was natura l th at t h e

bank ing sector , wh ich is a n a gglomerate a nd ear ly barometer of eco nomic tre nds, did

reaso nably well. As per as t h e HDFC ba nk goes it h as to be a good performer overa ll to score we ll, in compariso n to ot h er private ba nk . Rece ntly HDFC Ba nk h as bee n awarded as t h e no. 1 private ba nk by th e surve y made b y Business Today ±KPMG.One of t h e k ey factors for its success is it is a more co nsiste nt performer. Th at is , th e13-year-o ld ba nk manages a ll aspects of its busi ness muc h better t h an oth er ba nk s do.It¶s a difficu lt ba lancing act to do but it seems t h at HDFC Ba nk h as fi gure out h ow toensure bot h growt h and qua l ity of assets.



As per as m y project goes its was about creati ng aware ness amo ng th e customers. Asth e mai n tas k was to co ncentrate o n DBCµs, I found t h at t h e customers are we ll awareof p h one ba nk ing but side b y side t h ey too prefer to come ma nually to th e ba nk for th eir queries. Th is is just because of lack of i nformatio n wh ich customer carries wit h th em. Th ey doubt i n th e ch ar ges of DBC¶s lik e Insta A lert , Net Ba nk ing and Emai l wh ich comes i n free of cost for t h e accou nt h olders. Th ey also s h are wit h us a bout t h eonline securit y wh ich th ey h ad in th eir mi nd.

DBC¶s h as a great impact o n th e ba nk ¶s oth er product si nce it ma k es t h e ot h er productsimp le a nd easier to t h e customers. Th rou gh DBC¶s customer ca n stop pa yment, avai l fixed deposit , know more about service etc. Th erefore it is ver y importa nt for a ny

bra nch th at t h eir customer is avai ling th is service w h ich would bri ng more amou nt of busi ness for t h em. As per as t h e Cuttac k branch goes it h as a serious lack ing in InstaAlert as we ll as Net Ba nk ing wh ich th ey sh ould give a bri gh ter look . It wou ld not bean end if I do not me ntion about ISA w h ich is ver y importa nt for t h e o nline investors.Th e bra nch is not only lack ing about t h is busi ness but a lso lack ing about t h eknowledge level of ISA w h ich is a serious matter to look after.

At last we sa y th at HDFC Ba nk is gaining mar k et s h are i n private ba nk ing, retai l bank ing, credit cards a nd most of t h e ot h er vertica ls it is prese nt in. A nd it is doi ng th iswit h out rea lly brea k ing into sweat. Th at is just o ne of t h e reaso ns w h y it is t h e best

bank in India at prese nt.

BIBLIO GRAPHY

1. www. h dfcba nk .com 2. Refere nces from customers.3. Refere nces from ba nk ing perso nnel.4. Mar k eting Researc h by Ma lh otra5. www. google.com6. Busi ness T oda y Ma gazine.

customer awerness about HDF bank

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