APPENDIX

LIST OF GRAPHS & CHARTS

SL .No. Graph Title Page No.

1

2

3

4

5

6

7

8

9

INTRODUCTION

INDUSTRY PROFILE

PROFILE OF THE ORGANIZATION

MARKET PROFILE

WORK PROFILE

STUDY OF THE RESEARCH PROBLEM

SUMMARY AND CONCLUSION

QUESTIONNAIRE

BIBLIOGRAPHY

3-5

6-10

11-23

24-25

26-27

28-33

34-36

37

38

1

2

INTRODUCTION

3

India has emerged the third most attractive market destination for apparel

retailers, according to a new study by global management consulting firm AT

Kearney.

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

which looks at ten drivers, including apparel consumption and clothing

imports/exports, to rank the top 30 emerging markets for retail apparel

investments.

"In India, apparel is the second largest retail category, representing 10 percent

of the $37 billion retail market. It is expected to grow 12-15 percent per year,"

said Hemant Kalbag, principal of Consumer Industries & Retail Practice, AT

Kearney India.

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

apparel retail market in India and Indian consumers tend to be more loyal to a

specific retailer than to an apparel brand. The result is a thriving private label

apparel market," the study said.

"Like many developed countries, apparel retail in India is driven by sales

promotion," it added.

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

companion to A.T. Kearney's Global Retail Development Index (GRDI), a

study of retail investment attractiveness among 30 emerging markets conducted

annually since 2001," said Saurine M. Doshi, a partner of A.T. Kearney India.

"The analysis evaluates more than 20 apparel markets to identify the top 10

countries in terms of market size, growth prospects and consumer affluence"

Doshi added.

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

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

4

1.2 Objective of the study

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

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

the customers, to evaluate the details of the apparel retailing and its

attributes in order to gather knowledge of the whole industry.

Other objectives:-

To know the banking brand prefer by the CUSTOMERS.

To know the reason Why people prefers a particular brand.

To understand how to increase the return of the company.

To give the personnel satisfaction to the customers and also get the

references from them .

To identify the implicit factors affecting this service sector .

To evoke suggestion for better market standards .

5

INDUSTRY PROFILE

(a) Growth and present status of the banking industry

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

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

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

nationalize the banking industry. Indira Gandhi, the-then Prime Minister of

India expressed the intention of the GOI in the annual conference of the All

India Congress Meeting in a paper entitled "Stray thoughts on Bank

Nationalisation." The paper was received with positive enthusiasm. Thereafter,

her move was swift and sudden, and the GOI issued an ordinance and

nationalised the 14 largest commercial banks with effect from the midnight of

July 19, 1969. Jayaprakash Narayan, a national leader of India, described the

step as a "masterstroke of political sagacity." Within two weeks of the issue of

the ordinance, the Parliament passed the Banking Companies (Acquition and

Transfer of Undertaking) Bill, and it received the presidential approval on 9th

August, 1969.

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

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

more control of credit delivery. With the second dose of nationalisation, the

GOI controlled around 91% of the banking business of India.

After this, until the 1990s, the nationalised banks grew at a pace of around 4%,

closer to the average growth rate of the Indian economy.

In the early 1990s the then Narsimha Rao government embarked on a policy of

liberalisation and gave licences to a small number of private banks, which

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

such as Global Trust Bank (the first of such new generation banks to be set

up)which later amalgamated with Oriental Bank of Commerce,UTI Bank(now

6

re-named as Axis Bank), ICICI Bank and HDFC Bank. This move, along with

the rapid growth in the economy of India, kickstarted the banking sector in

India, which has seen rapid growth with strong contribution from all the three

sectors of banks, namely, government banks, private banks and foreign banks.

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

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

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

cap of 10%,at present it has gone up to 49% with some restrictions.

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

time, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4)

of functioning. The new wave ushered in a modern outlook and tech-savvy

methods of working for traditional banks.All this led to the retail boom in

India. People not just demanded more from their banks but also received more.

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

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

volatility but without any fixed exchange rate-and this has mostly been true.

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

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

especially retail banking, mortgages and investment services are expected to be

strong. One may also expect M&As, takeovers, and asset sales.

Present Status of banking industry

Currently (2008), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a

challenge for the private sector and foreign banks. In terms of quality of assets

and capital adequacy, Indian banks are considered to have clean, strong and

transparent balance sheets relative to other banks in comparable economies in

its region. In March 2006, the Reserve Bank of India allowed Warburg Pincus

7

to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%.

This is the first time an investor has been allowed to hold more than 5% in a

private sector bank since the RBI announced norms in 2005 that any stake

exceeding 5% in the private sector banks would need to be vetted by them.

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

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

(these do not have government stake; they may be publicly listed and traded on

stock exchanges) and 31 foreign banks. They have a combined network of over

53,000 branches and 17,000 ATMs. According to a report by ICRA Limited, a

rating agency, the public sector banks hold over 75 percent of total assets of the

banking industry, with the private and foreign banks holding 18.2% and 6.5%

respectively.

8

Banking in India

Central bank Reserve Bank of India

Nationalized

banks

State Bank of India · Allahabad Bank · Andhra Bank · Bank of

Baroda · Bank of India · Bank of Maharashtra · Canara Bank ·

Central Bank of India · Corporation Bank · Dena Bank · Indian

Bank · Indian Overseas Bank · Oriental Bank of Commerce ·

Punjab & Sind Bank · Punjab National Bank · Syndicate Bank ·

Union Bank of India · United Bank of India · UCO Bank ·

Vijaya Bank · IDBI Bank

Private banks

Axis Bank · Bank of Rajasthan · Bharat Overseas Bank ·

Catholic Syrian Bank · Centurion Bank of Punjab · City Union

Bank · Development Credit Bank · Dhanalakshmi Bank · Federal

Bank · Ganesh Bank of Kurundwad · HDFC Bank · ICICI Bank ·

IndusInd Bank · ING Vysya Bank · Jammu & Kashmir Bank ·

Karnataka Bank Limited · Karur Vysya Bank · Kotak Mahindra

Bank · Lakshmi Vilas Bank · Nainital Bank · Ratnakar Bank ·

SBI Commercial and International Bank · South Indian Bank ·

Tamilnad Mercantile Bank · YES Bank

Foreign

banksCitibank · HSBC · Standard Chartered

Regional

banks South Malabar Gramin Bank

9

(c) Future of banking industry in india

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

(PSBs). PSBs are still dominating the commercial banking system. Shares

of the leading PSBs are already listed on the stock exchanges.

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

liberalization process. The RBI has also been granting licences to

industrial houses. Many banks are successfully running in the retail and

consumer segments but are yet to deliver services to industrial finance,

retail trade, small business and agricultural finance.

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

of branches and foreign banks facing the constrait of limited number of

branches. Hence, in order to achieve an efficient banking system, the

onus is on the Government to encourage the PSBs to be run on

professional lines.

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

quantitative as number of foreign banks are still waiting with baggage to start

business in India.

10

PROFILE OF THE ORGANIZATION

Origin of the HDFC BANK LIMITED

The Housing Development Finance Corporation Limited (HDFC) was amongst

the first to receive an 'in principle' approval from the Reserve Bank of India

(RBI) to set up a bank in the private sector, as part of the RBI's liberalization of

the Indian Banking Industry in 1994. The bank was incorporated in August

1994 in the name of 'HDFC Bank Limited’, with its registered office in

Mumbai, India.

HDFC Bank commenced operations as a Scheduled Commercial Bank in

January 1995.HDFC Bank was incorporated in August 1994, and, currently has

a nationwide network of 761 Branches and 1977 ATM's in 327 Indian towns

and cities.

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

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

quality and service excellence would help us get there.

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

extremely gratifying that our efforts towards providing customer convenience

have been appreciated both nationally and internationally.

11

2.2 Growth and development of the HDFC BANK LIMITED

HDFC Bank will merge itself with Centurion Bank of

Punjab (CboP) in order to expand its global presence,

especially in regions such as Canada, Singapore and

other destinations, reports mint.

The bank plans to raise USD 1 billion from overseas

markets to fund this global expansion. This fund-raising will be done through

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

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

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

institution in terms of branch

network. HDFC Bank`s

board has already decided

their stock swap ratio of

1:29 and the combined

entity`s network would go

up to 1,148 branches.

it has a network of over 684

branches spread over 316 cities across India. The bank also has a network of

about over 1,695 networked ATMs across these cities.

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

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

In a milestone transaction in the Indian banking industry, Times Bank Limited

(another new private sector bank promoted by Bennett, Coleman & Co./Times

Group) was merged with HDFC Bank Ltd., effective February 26, 2000.

12

FIG-1

As per the scheme of amalgamation approved by the shareholders of both

banks and the Reserve Bank of India, shareholders of Times Bank received 1

share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition

added significant value to HDFC Bank in terms of increased branch network,

expanded geographic reach, enhanced customer base, skilled manpower and

the opportunity to cross-sell and leverage alternative delivery channels.

13

2.3 PRESENT STATUS OF “ HDFC BANK LIMITED”

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

teller machines in 327 cities in India. The company was founded in 1994 and is

based in Mumbai, India. The authorised capital of HDFC Bank is Rs.450

crore (Rs.4.5 billion). The paid-up capital is Rs.311.9 crore (Rs.3.1

billion). The HDFC Group holds 22.1% of the bank's equity and about

19.4% of the equity is held by the ADS Depository (in respect of the

bank's American Depository Shares (ADS) Issue). Roughly 31.3% of the

equity is held by Foreign Institutional Investors (FIIs) and the bank has

about 190,000 shareholders. The shares are listed on the The Stock

Exchange, Mumbai and the National Stock Exchange. The bank's

American Depository Shares are listed on the New York Stock Exchange

(NYSE) under the symbol "HDB".

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

present status of the organization.

14

Balance Sheet of HDFC BANK LTD

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

Annual Data | Quarterly Data All numbers in thousands

Assets

Current Assets

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

Short Term Investments 297,400   94,400   -  

Net Receivables 365,300   357,800   112,600  

Inventory -   -   -  

Other Current Assets -   -   -  

Total Current Assets -   -   -  

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

Property Plant and

Equipment241,200   195,900   162,400  

Goodwill -   -   -  

Intangible Assets -   -   -  

Accumulated Amortization -   -   -  

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

Deferred Long Term Asset

Charges-   -   -  

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

Liabilities

Current Liabilities

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

Short/Current Long Term

Debt2,458,700   1,701,400   1,423,200  

15

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

Total Current Liabilities -   -   -  

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

Other Liabilities -   917,200   -  

Deferred Long Term Liability

Charges-   -   -  

Minority Interest 7,500   5,000   -  

Negative Goodwill -   -   -  

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

Stockholders' Equity

Misc Stocks Options Warrants -   -   -  

Redeemable Preferred Stock -   -   -  

Preferred Stock -   -   -  

Common Stock 74,100   70,400   71,000  

Retained Earnings 828,800   411,100   295,100  

Treasury Stock -   -   -  

Capital Surplus 701,300   602,600   591,200  

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

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

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

16

2.4 FUTURE PLANES OF “ HDFC BANK LIMITED”

HDFC joins hands with Qatar National Bank

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

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

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

their dual account to remit money from any QNB branch to any HDFC Bank

branch in India. The remittance will take 24 hours and cost USD 1.37.

Customers can also avail of a host of HDFC Bank products like online trading

in Indian stock markets and rupee mutual fund investments through QNB

outlets. Apart from this, the tie-up also offers benefits from QNB`s Qatar

Airways Co-branded Credit Card, with no fees for the first year and customers

will be eligible for QNB`s loan products at competitive prices.

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

Coimbatore to benefit its microfinance clients. Through this medium,

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

insurance and remittances. at the customers doorstep. Each mobile bank

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

(USD 2,500) monthly.

The bank plans to extend this technology all over the country depending

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

mobile bank for the benefit of microfinance clients and also to reach the

unbanked and under-banked sections of the society, a senior bank executive

said

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

ATMs; Places Order for 300 New ATMs

17

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

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

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

News), headquartered in Mumbai, India. The new 42-month deal taps

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

bank and expands on a prior three-year Managed Services contract.

HDFC also has signed an additional order for 300 new ATMs. This

order is in line with HDFC Bank’s expansion strategy in India. The

contract includes ATM monitoring through incident management, cash

management, first-line maintenance and second-line maintenance

.

18

19

2.5 FUCTIONAL DEPARTMENT OF “ HDFC BANK LMITED”

In order to gain professional efficiency it has emerged with different

useful functional departments in every branch of the organization as shown

below:

FIG.2

20

HDFC BANK LTD

DIRECT SALES TEAM

AREA SALES HEAD

AREA SALES MANAGER

SALES MANAGER

TEAM LEADER

CONTRACT SALES

EXECUTIVES

BRANCH MANAGER

PERSONAL BANKER

OPERATIONAL DEPARTMENT

ACCOUNT DEPARTMENT

TRALER

2.6 ORGANIZATION STRUCTURE AND ORGANIZAION CHART

HDFC Bank

FIG.-3

The Composition of the Board of Directors of the Bank is governed by the

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

requirements of the Indian Stock Exchanges where the securities issued by the

Bank are listed. The Board has a strength of 9 Directors as on March 31, 2007.

All Directors other than Mr Aditya Puri are non-executive directors. The Bank

has four independent directors and five non-independent directors. The Board

consists of eminent persons with considerable professional expertise and

experience in banking, finance, agriculture, small scale industries and other

related fields. None of the Directors on the Board is a member of more than 10

Committees and Chairman of more than 5 Committees across all the companies

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

21

JAGDISH COPOOR(CHAIRMAN/CHAIR PERSON)

KEKI MISTRY (DIRECTOR)

VINEET JAIN(DIRECTOR)

RENU KARNAT(DIRECTOR)ARVIND PANDE(DIRECTOR)ASHIM SAMANTA(DIRECTOR)CM VASUDEV(DIRECTOR)GAUTAM DIRAN(DIRECTOR)PANDIT PALANDE(DIRECTOR)

ADITYA PURI (MANAGING DIRECTOR)

HARISH ENGINEER (EXECUTIVE DIRECTOR)

PARESH SUKTHANKAR(EXECUTIVE

DIRECTOR()

disclosures regarding Committee positions occupied by them in other

companies.

Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. Renu Karnad

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

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

Vasudev are independent directors on the Board.

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

Board of the Bank.

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

of

the Bank.

The Bank has not entered into any materially significant transactions during

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

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

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

Senior Management have made disclosures to the Board confirming that

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

and the Bank which could have potential conflict of interest with the Bank at

large

22

2.7 PRODUCT AND SERVICE OF “HDFC BANK LIMITED”

HDFC Bank Limited provides various financial products and services. It

operates in three segments: Personal Banking, NRI Banking, and Wholesale

Banking. The Personal Banking segment provides savings, and current and

fixed deposit accounts. It also offers personal, home, two wheeler, new car,

used car, gold, education, healthcare, commercial vehicle, working capital,

construction equipment, and warehouse receipt loans. In addition, this segment

provides safe deposit lockers; credit, debit, and prepaid cards; mutual funds,

general and health insurance, bonds, and equities and derivatives products; and

forex and payment services. The NRI Banking segment's deposit products

include rupee savings accounts, rupee current accounts, rupee fixed deposits,

foreign currency deposits, and accounts for returning Indians. Its loan products

comprise home loans, loans against securities, loans against deposits, and gold

credit cards. The Wholesale Banking segment offers funded services, which

consist of working capital finance, short term finance, bill discounting, and

export credit; and non-funded services, such as letters of credit, bank

guarantees, and collection of documents to corporations, and small and medium

enterprises. It also various services to banks, financial institutions, mutual

funds, stock brokers, insurance companies, commodity businesses, and trusts.

23

HDFC Product Range

HDFC Bank India provides the following range of products:

Savings Account

HDFC Bank Preferred

Sweep-In Account

Super Saver Account

HDFC Bank Plus

Demat Account

HDFC Mutual Fund

HDFC Standard Life Insurance

HDFC India innovative services

HDFC Phone Banking

HDFC ATM

HDFC Inter-city/Inter-branch Banking

HDFC Net Banking

HDFC International Debit Card

HDFC Mobile Banking

HDFC Bill Pay

HDFC Bank Loans

HDFC Personal Loan & Home loan

HDFC New Car Loan and Used Car Loan

HDFC Loan Against Shares

HDFC Two Wheeler & Consumer Loan

24

BSE - All Groups TABLE-1 11 Jun 17:31

Company Name Last Price Change %

Change

Net Profit

(Rs. cr)

ICICI Bank 741.65 10.05 1.37 3,110.22

HDFC Bank 1,184.55 53.60 4.74 1,590.18

Axis Bank 703.70 22.50 3.30 1,071.03

Federal Bank 194.50 -0.65 -0.33 292.73

JK Bank 610.80 6.80 1.13 274.49

Karnataka Bank 185.15 -1.90 -1.02 241.74

Karur Vysya 353.35 3.35 0.96 160.01

Kotak Mahindra 637.70 9.25 1.47 141.37

Centurion Bank 41.40 0.00 0.00 121.38

Bk Of Rajasthan 89.60 2.05 2.34 110.57

South Ind Bk 122.60 1.85 1.53 104.12

Yes Bank 136.80 -3.65 -2.60 94.37

ING Vysya Bank 249.35 6.25 2.57 88.91

City Union Bank 26.40 0.40 1.54 71.81

IndusInd Bank 68.90 -0.20 -0.29 68.22

2.8 MARKET PROFILE OF “HDFC BANK LIMITED”

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

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

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

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

31, 2008,an increase of 51.2% over Rs.1,448.9 crores for the corresponding

quarter of the previous year. Interest earned (net of loan origination costs and

25

amortization of premia on investments held in the Held to Maturity (HTM)

category) increased from Rs.1,926.5 crores in the quarter ended March 31,

2007 to Rs.2,956.2 crores in the quarter ended March 31, 2008, up by 53.4%.

Net interest income (interest earned less interest expended) for the quarter

ended March 31, 2008 increased by 55.7% to

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

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

strong growth of 39.3% from Rs.394.4 crores for the quarter ended March 31,

2007 to Rs.549.3 crores for the quarter ended March 31, 2008. The main

contributor to 'Other Income' for the quarter was fees and commissions of

Rs.490.4 crores, up 37.6% from Rs.356.3 crores in the corresponding quarter

ended March 31, 2007. The other two major components of other income were

foreign exchange/derivatives revenues of Rs.60.4crores and profit/ (loss) on

revaluation/sale.

26

27

DISCUSSION ON TRAINING

WORK PROFILE (ROLE AND RESPONSIBILITIES)

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

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

organization and to gather idea about how does the industry operates

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

To help the customer to complete documentation and application

formalities.

To verify the authenticity of the documents and identity of the customer.

To ensure strict adherence to Know Your Customer (KYC) norms in all

application sourced.

To meet the customer personally for collecting the IP cheque and the

AOD .

To ensure that the customer is met up with either at his place of work or

at his residence only.

To ensure that all mandatory fields are entered properly.

To maintain quality norms on depletion and for cheque bouncing cases.

To understand the customer’s requirement .

To explain to the customer the various benefits of the product being

distributed.

28

3.2 DESCRIPTION OF LIVE EXPERIENCE

Being a Sales Executive everyday I used to generate new customers for

savings accounts by personal reference or by cold calling or by ATM calling

and by phone .There I found, the appointment fixed by the customer was not

working some time ,because they are not present at the place where the

appointment was fixed, that time I feel very frustrated but it was part and parcel

of this job so I have to adapt there.

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

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

day .

Apart from this I got a handful experiences on followings

1. Consumer behavior.

2. Different type of selling technique .

3. Understand the process of selling .

4. How they persuade customer to buy product .

5. How to manage the sales force effectively.

29

STUDY OF THE RESEARCH PROBLEM

4.1 STATEMENT OF RESEARCH PROBLEM

HDFC BANK LTD. is a structured and developing organization in the

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

service to both the customer in order to rise their attention level into this

industry it needs to get more efficiency in it’s operation flow .what I

have felt while working within the organization is that the customer

organizations are very much specific to their needed criteria which is

being very hard to match with the bank profiles .Therefore , I carried out

the research to get proper findings on the problem that :

Why the customer requirement are not being matched properly with the

required criteria ?

4.2 STATEMENT OF RESEARCH OBJECTIVES

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

proper analysis of data and information scientifically to over come above

mentioned problems so that the organization can run their business

efficient and competitively in the long run.

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

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

factors affecting the problems regarding organizational growth and

smooth flow of its operations .

30

4.3 RESEARCH DESIGN AND METHODOLOGY

Research Design

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

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

relevance to the research purpose with economy in procedure. The

research design is being conceptually structured within which research has

been conducted ; It constitutes the blueprint for the collection,

measurement and analysis of data.

The designing decisions are made in respect of

a. Research study is carried out within Kolkata and the zones across

the city.

b. Technical data (qualitative and quantitative data) is used.

c. The study includes 2 and ½ months of time.

d. Systematic and snowball sampling designs are made.

e. By scaling technique ( likert scaling technique ) data is analysed.

To study about the growth banking market

f. To find out the attributes that can enhance economy of company

Research methodology

Research methodology is a way systematically solve the research problem.

It may be understood as a science of studying how research is done

scientifically.

The section includes the overall research design, the sampling procedure,

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

Research design : For this research project exploratory method is used ,

Data collection method : Data collected for the research can be classified

as primary data and secondary data.

31

Primary data : Primary data is by visiting existing clients and business

developers and also the customers being served and yet to serve,making them

to fill up questionnaires.

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

and rules .

Research Instrument

This instrument is used for data collection is structured questionnaire.

Questions are open and closed ended depending upon the information that

needed to be elicited. I am also using the scaling technique to assess

the attitude of the customer through participative and non participative

observations, scheduled interview,etc.

Sampling plan : Keeping all the constrains in mind a sample size of 25

Clients. The sampling procedure is systematic and snowball sampling.

4.4 ANALYSIS OF DATA

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

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

developing the research plan. This is essential for a scientific study and

for ensuring that we have all relevant data for making contemplated

comparison and analysis. Technically speaking, processing implies editing,

coding, classification and tabulation of collected data so that they are

amenable to analysis.

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

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

questionnaire and converse with them and encourage them to fill up the

questions. Some of the questions with their’ opinions are shown as

follows

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CLIENT BASED –

HOW DO YOU RANK THE SERVICE OF HDFC BANK LTD ?

VERY GOODGOOD

AVERAGEPOOR

0123456789

10

FIG.-4

HOW WOULD YOU RANK THE COMPANY IN COMPARISON

TO OTHERS ?

ICICI BANKHDFC BANK

AXIS BANKFEDERAL BANK

0

5

10

15

20

PREFERENCE OF CUSTOMERS

PREFERENCE OF CUSTOMERS

FIG.-5

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IS THE OVERALL SERVICE OF THE COMPANY GOOD?

Strongly agreed agree

undecideddisagree

strongly disagree

0

2

4

6

8

10

12

14

16

FIG.-6

LIKERT SCALE

CUSTOMER BASED

WHOM DO YOU WANT TO SERVE FOR YOU?

SBIICICI

AXISHDFC

0

5

10

15

20

25

FIG.-7

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4.5 Summary of Findings

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

has given a favourable response, 40 % of them having a neutral attitude

towards the statement asked, 10 % of them has shown a least favourable

response.

From the above analysis we can say that the overall performance of

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

satisfaction is average.

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

service profile provided by the company is AVERAGE. So some

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

more CUSTOMER involvement and for their growth and development in

future prospect .

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5.1 SUMMARY AND CONCLUSIONS

SUMMARY OF LEARNING EXPERIENCE

In recent times , the banking industry in India is in growing phase. With years,

banks are also adding services to their customers. The Indian banking industry

is passing through a phase of customers market. The customers have more

choices in choosing their banks. A competition has been established within the

banks operating in India.

With stiff competition and advancement of technology, the services

provided by banks has become more easy and convenient. The past days are

witness to an hour wait before withdrawing cash from accounts or a cheque

from north of the country being cleared in one month in the south.

This section of banking deals with the latest discovery in the

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

Our firms have responded to the increased demands placed on the

organizations with great élan in terms of striving to provide a holistic

solution to their customer.

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

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

functions that they use to do , how they mange all their operations .

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

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

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

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

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

to buy our product . working culture , etc .

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

customers best and pure banking solution as their needs by providing range of

useful banking products in order to give rise to the core competencies there

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of.This organization is specialized in middle level and top level customers

. They used to maintain the customers needs and their satisfaction.

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to

build sound customer franchises across distinct businesses so as to be the

preferred provider of banking services for target retail and wholesale customer

segments, and to achieve healthy growth in profitability, consistent with the

bank's risk appetite. The bank is committed to maintain the highest level of

ethical standards, professional integrity, corporate governance and regulatory

compliance. HDFC Bank's business philosophy is based on four core values -

Operational Excellence, Customer Focus, Product Leadership and People.

5.2 CONCLUSION AND RECOMMENDATIONS

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

the industry are attempting to change customer’s perceptions of their

service providers where specific service getting motivation appear to be

replacing generalities.

The mindset of the Indian customer’s is such that they are delighted if

they buy service cheaper than there preferred service provider . Things

are , however , slowly changing and the customer’s at the upper end of

the market are now ready to pay more for more . I hope that this

approach will soon enter the new era , may be not with the same

intensity .

“ success will largely be determined to the extent a company can

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

, success could well hinge on the best of bundle of service that HDFC

BANK LTD. provides .

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Key attribute components:-

Time value and matching the criteria of the requirements of CUSTOMERS

Physical attributes.

Brand image

Service diversification

These components should be dealt with great care and independently .

The basic needs of the customer’s need to be addressed which is actually

saving time and better quality .

Although being a growing and developing bank it would be better to run

in this rapidly changing and evolving market with value product model

of business process .

The advertisement should speak only of the believable concepts rather

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

image of their own in this market .

QUESTIONNAIRE

38

NAME: CONTACT NO.

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

Yes……… No………..

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

Yes……… No………..

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

Very Good…… Good…… Average……. Poor……

4. How much popular and reliable is the service of the HDFC BANK

LTD?

……………………………………………………………………..

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

.......................................................................................................

6. How do you rank the following Private sector Bank ?

ICICI BANK… AXIS BANK…… KOTAK MAHINDRA…….

HDFC BANK LTD.……

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

If Yes……. Then mention…….. ……. No…

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

Very Good…… Good…… So So……. Poor…… Don’t know…..

9. Is the Overall performance of the company good ?

Strongly agree…. Agree… Undecided…. Disagree…. Strongly

disagree….

BIBLIOGRAPHY

39

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

Publising House , Kolkata, 1997 p. 44

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

Philip Kotler (Eight Edition), “ Marketing Management ” , Prentice Hall of

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

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

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

‘ibid’ p.164

VSP RAO , Human Resouce Management , Excel Books , New Delhi 2006

p.131

WEB SITES

1.www.hdfcbank.com

2.www.yhaoofinance.com

3.www.moneycontrol.com

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