Comparative Study of Customer’s Satisfaction Towards Hdfc Bank and State Bank of India
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COMPARATIVE STUDY OF CUSTOMERS
SATISFACTION
TOWARDS HDFC BANK
AND
STATE BANK OF INDIA
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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
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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*eban0*
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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*
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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 42Chapter 4 ,ata nalysis and indings
4.1 State Bank $# India bank analysis 43-'*
4.2 +,! Bank analysis '7-71
4.3 !om"arative analysis 72-3
Chapter 5 '.1 '.1Suggestions and recommendations 4
'.2 '.2 ssum"tions 4Appendix
*.1 uestionnaire '-
*.2 Bibliogra"y
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Chapter 1
BANKING INDUSTRY
11I!tr"#$%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 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
>
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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
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+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 and
i,,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*
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*+--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
1- 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
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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- Indiai* 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
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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*
a State cooperati2e 'an0*
b Central cooperati2e ban0*
c Pri,ary A.ric+lt+re Credit Societie*
De0e."p+e!t Ba!'*F&!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&"!
13 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*
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Pr&0ate Se%t"r Ba!'*
1 H!#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
1F Cent+rion 'an0 o- P+njab
11 City 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
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3: So+th Indian 'an0
3; A,a?in. Mercantile 'an0
3> P+njab %ational 'an0
3 R+pee 'an0
3B Sara*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*
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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
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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*
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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
16 P$7.&% Se%t"r Ba!'*
a State 'an0 o- India and it* a**ociate ban0* called the State 'an0 @ro+p
b 3F nationali?ed ban0*
c Re.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
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1F Canara 'an0
11 Central 'an0
o- India
13 Corporation ban017 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
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Chapter -5 C"+pa!) Pr",&.e
-1 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
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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
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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
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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
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-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'%
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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$* Ann+al 'an0 o- the year 3FFB award* pre*entation wa* held at the 'allroo,
o- The !orche*ter Hotel/ 8ondon on 3>tho- %o2e,ber 3FFB in an i,pre**i2e cere,ony
attended by CEO* D Head* o- co,,ercial 'an0* -ro, o2er 11> co+ntrie*
-- PRODUCTS AND SERVICES PROVIDED BY SBI
Sa2in.* Acco+nt*
C+rrent Acco+nt*
#i6ed !epo*it*
L"a!*
Per*onal 8oan*
Ho,e 8oan*
Two &heeler 8oan*
%ew Car 8oan*
*ed Car 8oan*
O2erdra-t A.ain*t Car
E6pre** 8oan*
@old 8oan
Ed+cational 8oan
8oan A.ain*t Sec+ritie*
8oan A.ain*t Property
8oan* A.ain*t Rental Recei2able*
Car#*
37
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Credit Card*
!ebit Card*
A%%e** Y"$r Ba!'
%et'an0in.
ATM
-3 SWOT a!a.)*&*5
Stre!(th*5
1BRAND 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
3We D&*tr&7$t&"! Net;"r' E6cellent penetration in the co+ntry with ,ore
than 1FFFF core branche* and ,ore than ;1FF branche* o- a**ociate ban0*
4*+b*idiarie*5
6 D&0er*&,&e# P"rt,".&" S'I 'an0 ha* all the prod+ct* +nder it* belt/ which help
it to e6tend the relation*hip with e6i*tin. c+*to,er S'I 'an0 ha* +,brella o-
prod+ct* to o--er their c+*to,er*/ i- once c+*to,er ha* relation*hip with the ban0
So,e Prod+ct*/ which S'I 'an0 i* o--erin. are Retail 'an0in. '+*ine** 'an0in.
Merchant E*tabli*h,ent Ser2ice* 4E!C Machine5 Per*onal loan* D Car loan*
In*+rance Ho+*in. 8oan*
@o2ern,ent Owned @o2ern,ent own* >F *ta0e in S'I Thi* .i2e* S'I an
ed.e o2er pri2ate ban0* in ter,* o- c+*to,er *ec+rity
? L"; Tra!*&t&"! C"*t*S'I o--er* 2ery low tran*ition co*t* which attract* *,all
c+*to,er*
Wea'!e**e*5
1The e6i*tin. hierarchical ,ana.e,ent *tr+ct+re o- the ban0/ altho+.h *tren.th
in *o,e re*pect*/ i* a barrier to chan.e
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3Tho+.h S'I card* are the 3nd lar.e*t player in the credit card ind+*try/ it ha*
the hi.he*t non per-or,in. a**et* 4%PA*5 in the ind+*try/ which *tand o+t to be at
1>3B 4!ec 3FF5
7 M"#er!&*at&"! S'I la.* with re*pect to pri2ate player* in ter,* o-
,oderni*ation o- it* proce**e*/ in-ra*tr+ct+re/ centrali*ation/ etc
Opp"rt$!&t&e*5
1 Mer(er ", a**"%&ate 7a!'* ;&th SBI5Mer.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
1 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 ban0
3 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
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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 The
Econo,ic Ti,e* Award* -or Corporate E6cellence 3FF:F;
A*ia,oney
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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",&.e
The Ho+*in. !e2elop,ent #inance Corporation 8i,ited 4H!#C5 wa* a,on.*t
the -ir*t to recei2e an
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corporate .o2ernance and re.+latory co,pliance H!#C 'an0
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H!#C 'an0ha* de*i.ned two pro.ra,* to ,a0e ban0in. ea*ier -or the c+*to,er* and
they are
H!#C 'an0Pre-erred Pro.ra,,e
H!#C 'an0Cla**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 'an0o--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>=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
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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$* 'oard al*o noted that Mr Rana Talwar ha* been o--ered a *eat on the
'oard a* non e6ec+ti2e director and Mr Shailendra 'handari will be in2ited to join the
'oard a* E6ec+ti2e !irector
Co,,entin. on the propo*ed ,er.er/ Mr !eepa0 Pare0h/ Chair,an/ H!#C *aid/ &e
were a,on.*t the -ir*t to .et a ban0in. licen*e/ the -ir*t to do a ,er.er in the pri2ate
*ector with Ti,e* 'an0 in 1===/ and now i- thi* deal happen*/ it wo+ld be the lar.e*t
,er.er in the pri2ate *ector ban0in. *pace in India H!#C 'an0 wa* loo0in. -or an
appropriate ,er.er opport+nity that wo+ld add *cale/ .eo.raphy and e6perienced *ta-- to
it* -ranchi*e Thi* opport+nity aro*e and we tho+.ht it i* an attracti2e ro+te to *+pple,ent
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H!#C 'an0$* 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$t&"! !et;"r'
H!#C 'an0 i* headG+artered in M+,bai The 'an0 at pre*ent ha* an en2iable
networ0 o- o2er >B: branche* *pread o2er 71> citie* acro** India All branche* are lin0ed
on an online realti,e ba*i* C+*to,er* in o2er 13F location* are al*o *er2iced thro+.h
Telephone 'an0in. The 'an0
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-==>
C%%I'%
@I!#&a! ", the Year 8B$*&!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$t&"! t" &!ter!at&"!a. tra#e *er0&%e*
'+*ine** TodayMonitor @ro+p *+r2ey
O!e ", I!#&a@* M"*t I!!"0at&0e C"+pa!&e*
#inancial E6pre**Ern*t D "o+n. Award
Be*t Ba!' A;ar# &! the Pr&0ate Se%t"r %ate("r)
@lobal HR E6cellence Award* A*ia Paci-ic HRM
Con.re**
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@E+p.")er Bra!# ", the Year -== /-==>@ A;ar# / F&r*t R$!!er $p +a!) +"re
'+*ine** Today
@Be*t Ba!'@ A;ar#
-==
!+n D 'rad*treet A,erican E6pre** Corporate 'e*t 'an0 Award 3FF
@C"rp"rate Be*t Ba!'@ A;ar#
The 'o,bay Stoc0 E6chan.e and %a**co, #o+ndation
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Sa2in.*Ma6 Acco+nt
%o #rill* Acco+nt
Retail Tr+*t Acco+nt
Salary Acco+nt*
Payroll
Cla**ic
Re.+lar
Pre,i+,
!e-ence Salary Acco+nt
(id
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O2erdra-t A.ain*t Car
E6pre** 8oan*
@old 8oan
Ed+cational 8oan
8oan A.ain*t Sec+ritie*
Car#*
Cre#&t Car#*
Sil2er Credit Card
@old Credit Card
Platin+, Pl+* Credit Card
De7&t Car#*
Ea*yShop International !ebit Card
Ea*yShop @old !ebit Card
Ea*yShop International '+*ine** !ebit Card
A%%e** Y"$r Ba!'
%et'an0in.
Mobile'an0in.
ATM
Phone'an0in.
- SWOT a!a.)*&*
STRENGTH
1 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
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? .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
1 C+*to,er *er2ice *ta-- need trainin.
OPPORTUNITIES
15 Pro-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
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Chapter 3
31 OB4ECTIVES OF THE STUDY
1 To 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)
33 LITERATURE REVIEW
1 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
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*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
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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!# E2p.a&! 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+) E.a!(" a!# V&
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*+..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
36 RESEARCH METHODOLOGY
It 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+* boo0*/
new*paper*/ ,a.a?ine*/ jo+rnal* and internet 4detail* in biblio.raphy5
Re*ear%h De*&(!
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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+p.e 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#$re5 / !+e to the ti,e and re*o+rce con*traint* the con2enience
*a,plin. techniG+e wa* +*ed The indi2id+al* were *elected accordin. to con2enience to
-ill the G+e*tionnaire*
Re*ear%h I!*tr$+e!t $*e#5 $e*t&"!!a&re*
3 LIMITATIONS
Tho+.h e2ery e--ort wa* ,ade to ,a0e the report a+thentic in e2ery *en*e/ yet there are
-ew -actor* which ,i.ht ha2e their in-l+ence on the -inal report
1 There wa* ti,e *horta.e Ti,e pro2ided to +* wa* 2ery *hort which ,a0e it
di--ic+lt -or +* to cond+ct *+r2ey at wider ran.e
3 So,eti,e* re*pondent* did not re*pond well to all the G+e*tion* in the
G+e*tionnaire
7 8ow cooperation -ro, the ban0 e6ec+ti2e* ,a0e to *tr+..le ,ore/ d+e to which
we were -orced to re*trict o+r *a,ple *i?e to BF
: So,e bia*ne** ,i.ht ha2e occ+rred in analy*i* 'eca+*e o- lac0 o- e6pert
0nowled.e
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; 'e*t e--ort* were ,ade to incorporate alli,portant 2ariable* in *t+dy/ yet chance*
o- *o,e o- 2ariable* not appearin. in *t+dy are not r+led o+t
> #reG+ent de2elop,ent* in thi* *ector can be a ,ajor rea*on o- li,itation in the
*t+dy
'ia*ne** in 2iew* o- re*pondent* can$t be r+led o+t
B Re*i*tance to chan.e *o,eti,e* a--ect* 2iew o- re*pondent*
Chapter 61
FINDINGS
!ATA A%A8"SIS
STATE 'A%( O# I%!IA
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Sa,ple Si?e 7;
SAMPLE SIE
SBI 3?
HDFC 3?
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1 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
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NO OF PERSONS
8a:Ge!#er
GENDER
NO. OF
PERSONS
MALE 28
FEMALE 7
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- OCCUPATION OF THE CUSTOMERS OF SBI
OCCUPATION NO. OF
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PERSONS
SERVICE 15
BUSINESMAN 6
PROFESSIONAL 3
STUDENT 8
HOUSEWIFE 3
3 DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF SBI
INCOME NO. OF PERSONS
NIL 8
LESS THAN 50000 5
50000-150000 7
150000-300000 5
300000-500000 6
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500000-ABOVE 4
6 MOST IMPORTANT REASON FOR CHOOSING SBI
FACTORS
NO. OF
PERSONSI !"# ! $%!'$'()!* +!), !(.)$ /'$ $# !#
+!), 12
T# +%!) )!# ( $# +!), 4
T# ##**#)$ #%"'# (#%# + $' +!), 5
ATM #%"'# 7
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N#$ +!),') !'*'$ 3
L(!$'() !"!)$!# 4
? ACCOUNT FACILITY AVAILING IN THE SBI
FACILITY NO. OF PERSONSS!"') !(.)$ 18
C.%%#)$ !(.)$ 5
F'# #('$ 12
NRI !(.)$ 0
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NO OF YEARS CUSTOMERS DEALING SBI
YEARS
NO. OF
PERSONSL# $!) 1 #!% 7
1 $( 2 #!% 12
3 $( 5 #!% 7
M(%# $!) 5 #!%
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REASON FOR TYPICALLY VISITING THE BANK BRANCH
REASONS NO. OF
;1
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PERSONS
T( !,# ! #('$ 14T( #$ !"'# (% ')"#$#)$
($'() 2
T( ').'%# !+(.$ ! +!*!)# 7
T( /'$%!/ ! 12
> HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE
UALITY ON SCALE OF 1/? PROVIDED BY BANK WHERE 1/ECELLENT
-/GOOD 3 ABOVE/AVERAGE 6/AVERAGE ?/BELOW AVERAGE
ACCE
SS
COMMU
NICATIO
N
Confiden
tiality Courtey
Relia!ilit
y Se"urity
Re#oni
$ene
%aitin&
ti'e
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E(CELLENT 13 7 15 12 14 17 5
GOOD 11 10 12 7 6
A)O*E
A*ERAGE 6 13 6 7 4 4 12 4
A*ERGE 5 3 3 5 5 1 5 )ELO%
A*ERAGE 2 1 1 2 3 1 2 11
J WHICH FACILITY SATISFIES YOU MOST
FACILITY NO. OF PERSONSATM 13
L(!) 7
E!%* #.# *#!%!)# 2
P%#!%!$'() ( %!$ 3
I)$#%#$ !,!# 3
N#$ +!),') 3
P()# +!),') 4
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1= IF YOU ARE PROVIDED WITH BETTER SERVICES BY OPTIONAL
BANK WOULD YOU LIKE TO MOVE TO OTHER BANK
9ES 6
NO 2
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11 OVERALL SATISFACTION OF THE CUSTOMERS WITH THE
PERFORMANCE OF SBI
SATISFCTION
NO. OF
PERSONS
E:CELLENT 8
;OOD 6
SATISFACTOR9 18
AVERA;E 3
BELOW AVERA;E 0
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SATISFACTION LEVEL
Chapter 6-
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FINDINGS
!ATA A%A8"SIS
H!#C 'A%(
Sa,ple Si?e 7;
;
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SAMPLE SIE
HDFC 3?
SBI 3?
1 AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE CUSTOMERS
DEALING WITH HDFC
;B
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8a: A(e Gr"$p
AGE NO. OF PERSONSLESS THAN 25 4
25-35 1235-45 745-55 55 & ABOVE 3
87: Ge!#er
;=
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GENDER
NO. OF
PERSONS
MALE 27
FEMALE 8
- OCCUPATION OF THE CUSTOMERS OF HDFC
>F
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OCCUPATION
NO. OF
PERSONS
SERVICE 12
BUSINESMAN 13
PROFESSIONAL 5
STUDENT 3
HOUSEWIFE 2
>1
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3 DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF HDFC
INCOME NO. OF PERSONS
NIL 2LESS THAN 50000 450000-150000
150000-300000 8
300000-500000
500000-ABOVE 3
6 MOST IMPORTANT REASON FOR CHOOSING HDFC
>3
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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
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FACILITY NO. OF PERSONS
S!"') !(.)$ 21
C.%%#)$ !(.)$ 7F'# #('$ 6
NRI !(.)$ 1
NO OF YEARS CUSTOMERS DEALING WITH HDFC
>:
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YEARS
NO. OF
PERSONS
L# $!) 1 #!% 71 $( 2 #!%
3 $( 5 #!% 13
M(%# $!) 5 #!% 6
>;
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REASON FOR TYPICALLY VISITING THE BANK BRANCH
REASONS
NO. OF
PERSONS
)o make a de"osit 17T( #$ !"'# (% ')"#$#)$
($'() 3
T( ').'%# !+(.$ ! +!*!)# 5
T( /'$%!/ ! 10
>>
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> HOW WOULD YOU RATE THE FOLLOWING BANKING SERVICE
UALITY ON SCALE OF 1/? PROVIDED BY BANK WHERE 1/
ECELLENT -/GOOD 3 ABOVE/AVERAGE 6/AVERAGE ?/BELOW
AVERAGE
AC
CE
SS
COMM
UNICAT
ION
Confiden
tiality
Courte
y
Relia!ili
ty
Se"uri
ty
Re#on
i$ene
%aitin&
ti'eE(CE
LLEN
T 24 6 22 6 15 17 14 3
GOOD 6 12 22 10 8 7 8 2A)O*
E
A*ER
AGE 3 14 4 12 6 6 6 8A*ER
AGE 2 2 2 2 4 4 4 17)ELO
%
A*ER
AGE 0 1 0 5 2 1 3 5
>
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>B
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J WHICH FACILITY SATISFIES YOU MOST
FACILITY
NO. OF
PERSONS
) 10L(!) 4E!%* #.# *#!%!)# 8P%#!%!$'() ( %!$ 2I)$#%#$ !,!# 3N#$ +!),') 5P()# +!),') 3
>=
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1= IF YOU ARE PROVIDED WITH BETTER SERVICES BY OPTIONAL
BANK WOULD YOU LIKE TO MOVE TO OTHER BANK
9ES
NO 26
F
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11 OVERALL SATISFACTION OF THE CUSTOMERS WITH THE
PERFORMANCE OF HDFC BANK
SATISFCTION
NO. OF
PERSONS
E:CELLENT 7
;OOD 12
SATISFACTOR9 8
AVERA;E 5
BELOW AVERA;E 3
SATISFACTION LEVEL
1
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Chapter 63
!ATA A%A8"SIS
COMPARATIVE ST!"
O#
S'I
A%!
H!#C 'A%(
Sa,ple Si?e F
3
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1 COMPARATIVE STUDY OF AGE GROUP WITH GENDER OF
CUSTOMERS LINKING WITH SBI AND HDFC BANK
8a: AGE GROUP
AGE S)I +DFC
LESS THAN 25 5 4
25-35 8 12
35-45 6 7
45-55 12 55 & ABOVE 4 3
7
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87: GENDER
GENDER S)I +DFC
MALE 28 27
FEMALE 7 8
:
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- COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC
BANK REGARDING THEIR OCCUPATION
OCCUPATION S)I +DFC
SERVICE 15 12
BUSINESMAN 6 13
PROFESSIONAL 3 5
STUDENT 8 3
HOUSEWIFE 3 2
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3 COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC
BANK REGARDING THEIR INCOME
INCOME S)I +DFC
NIL 0 2
LESS THAN 50000 8 4
50000-150000 7
150000-300000 10 8
300000-500000 6
500000-ABOVE 4 3
>
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4 COMPARITIVE STUDY OF MOST IMPORTANT REASON CHOOSING
THE PARTICULAR BANK
FACTORS S)I +DFCI !"# ! $%!'$'()!* +!), !(.)$ /'$ $#
!# +!), 12 3
T# +%!) )!# ( $# +!), 4 6
T# ##**#)$ #%"'# (#%# + $' +!), 5 12
ATM #%"'# 7 5
N#$ +!),') !'*'$ 3 2
L(!$'() !"!)$!# 4 7
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? COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND HDFC BANK
REGARDING THE ACCOUNT FACILITIES PROVIDED TO THEM
FACILITY S)I +DFC
S!"') !(.)$ 18 21
C.%%#)$ !(.)$ 5 7
F'# #('$ 12 6
NRI !(.)$ 0 1
B
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COMPARATIVE STUDY OF THE TIME PERIOD OF CUSTOMERS
DEALING WITH SBIAND HDFC BANK
YEARS S)I +DFCL# $!) 1 #!% 7 71 $( 2 #!% 12 3 $( 5 #!% 7 13M(%# $!) 5 #!% 6
=
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COMPARITIVE STUDY OF REASON THAT MAKE CUSTOMER TO
TYPICALLY VISIT BANK BRANCH
REASONS S)I +DFCT( !,# ! #('$ 14 17T( #$ !"'# (% ')"#$#)$ ($'() 2 3T( ').'%# !+(.$ ! +!*!)# 7 5T( /'$%!/ ! 12 10
BF
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> COMPARITIVE STUDY OF MOST SATISFYING FACILITY
OFFERED BY THEM
FACILITY S)I +DFCATM 13 10L(!) 7 4E!%* #.# *#!%!)# 2 8P%#!%!$'() ( %!$ 3 2I)$#%#$ !,!# 3 3N#$ +!),') 3 5P()# +!),') 4 3
B1
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J CUSTOMERS WANT TO SHIFT TO ANOTHER BANK IF THEY ARE
PROVIDED WITH BETTER SERVICE
C+ANGE S)I +DFC
9ES 6
NO 2 26
1= COMPARISON REGARDING THE OVERALL SATISFACTION
OF THE CUSTOMERS
B3
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SATISFCTION S)I +DFC
E:CELLENT 8 7
;OOD 6 12
SATISFACTOR9 18 8
AVERA;E 3 5
BELOW AVERA;E 0 3
B7
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Chapter ?
?1 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
1 Ran.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:
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Chapter
Appe!#&2
UESTIONNAIRE
CUSTOMER PREFERENCE TOWARDS SBI AND HDFC BANK
1 Name55555555555555555555
2. Gender
ale emale
3. Age
ess tan 2' 2'-3'
3'-4' 4'-''
''-above
4. Occupation
Service Business
Pro#essional Student
+ouse%i#e
5. Income
6il ess tan '0000
'0000 to 1'0000 1'0000 to 300000
300000 to '00000 '00000 and above
B;
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6. Ban !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 #acilityocation 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 ,an ,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>
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11. /o# #ou"d !ou rate the (o""o#ing ,aning &er)ice 0ua"it! on &ca"e o( 15 pro)ided
,! ,an #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" ,an. %ou"d !ou "ie to mo)e
to other ,an.
;es 6o
14. /o# #ou"d !ou ran the o)era"" &er)ice
:8cellent
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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
http://www.statebankofindia.com/http://www.banknetindia.com/banking/index_1.htmhttp://www.asiatradehub.com/india/banking/finance.htmlhttp://www.statebankofindia.com/http://www.banknetindia.com/banking/index_1.htmhttp://www.asiatradehub.com/india/banking/finance.html