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A

PROJECT STUDY REPORT

ON

TRAINING UNDERTAKEN AT

“ Customer preference & attributes towards


Saving & Current Account of HDFC Bank”

A Project Report submitted in partial


fulfillment of the requirements of

BACHLOR OF BUSINESS ADMINISTRATION


~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~

VI Semester

TO
M. D. S. UNIVERSITY AJMER ( RAJ.)
BY
GAGAN PURI
( B. B. A) GOVT. BANGUR COLLEGE
PALI
ACKNOWLEDGEMENT
I, Gagan Puri, B.B.A Student in GOVT.
BANGUR P.G COLLEGE, Pali is highly grateful to all
those who guided me in completing this project.

First of all, I would like to pay my


heartiest thanks to entire family of HDFC BANK
especially Mr. Man Singh, CASA Team Leader, who
provided me such a wonderful opportunity to do
Summer Training and provided their valuable
suggestions in understanding the work of Research
Project.

Last but not the least, I would like to


thanks all faculties of GOVT. BANGUR P.G COLLEGE,
Pali who gave me the useful tips and suggestions
regarding project. I would like to thanks my project
manager, Mr. Vinod Sharma for imparting his
valuable guidance to me.

Words can never express the deep


sense of gratitude, I feel for HDFC BANK
employees, who has been a constant source of
inspiration and encouragement for me.

Gagan Puri(BBA)
PREFACE
I had undergone a practical training
under HDFC BANK, PALI. It was a good exposure for
me to undergo training in such a company to get the
knowledge and experience regarding SAVING &
CURRENT ACCOUNT and recruitment of capable of
C.A.S.A. AGENT.

Summer training is one of the major


experiencing components of the knowledge, gain of
relevant of information with respect to marketing and
dealing with situations in a professional course like
B.B.A. where a professional person faces a problem in
a field. I was able to get familiarized with the
customer relationship and got to know how a company
measures to resolve their grievances and service them
to the maximum for future prospect and success. Field
component like survey, generation of questionnaire
with respect to marketing helped me a lot and would
be a great support in future.

“It is good to have enthusiasm but


it is essential to have training. Training can be in
all way of life.” Thus I would say that this training
was beneficial educative & good exposure to me,
which will certainly help in my near future. This
project was designed with respect to this company.
The project made me to get the enhanced knowledge
regarding SAVING & CURRENT ACCOUNT concept and
the process of recruiting of C.A.S.A. AGENT.
STUDENT’S DECLARATION

I hereby declare that the Project & Training Report On

Customer preference & attributes towards Saving &


Current Account of
HDFC Bank

Conducted at
HDFC BANK
Under the guidance of
Mr. Man Singh
&
Mr. Vinod Sharma
Submitted in partial fulfillment of the requirements of

BEACHLOR OF BUSINESS ADMINISTRATION

VI Semester
TO

M.D.S. UNIVERSITY, AJMER (RAJ.),

Is my original work and the same has not been submitted


for the award of any degree/ diploma/ fellowship or other
similar titles or prizes.

Place: PALI GAGAN PURI (B.B.A)


CONTENTS

CHAPTER PARTICULARS Pg .No.

Acknowledgement i

Preface ii

Student’s Declaration iii

Chapter 1

Introduction 1

1.1 The Topic 1

1.2 Reason for Selection of this Topic 1

1.3 Importance to the Company 1

1.4 Learning from the Study 1

Chapter 2

Organization Profile 1…13

2.1 Company History 1…7

2.2 Product Scope 7

2.3 Product and Services at a glance 7…10

2.4 Milestones in the history 10…12

2.5 Merger 12…13

2.6 Quality Policy 13


Chapter 3

Research objective and Scope of 13…14

research

3.1 Problem Definition 13…14

3.2 Objective of research project 14

3.2.1 Primary Objective 14

3.2.2 Secondary Objective 14

3.2.3 Product Scope 14

Chapter 4

Research Methodology and Limitations 14…16

4.1 Research Plan 14

4.1.1 Preliminary Investigation 14

4.1.2 Exploratory Study 15

4.2 Research Design 15

4.2.1 Developing the research plan 15

4.2.2 Collection of data 15

4.3 Sampling plan 15

4.4 Sample Size 15

4.5 Data collection instrument development 16

4.6 Research limitations 16


Chapter 5

Data analysis, Interpretations and 16…19


Presentation

Chapter 6

Conclusions and Suggestions 19…20

6.1 Conclusions 19…20

6.2 Suggestions 20

Chapter 7

Limitations 20

ANNEXURES 21…22

BIBLIOGRAPHY 23
CHAPTER-1

INTRODUCTION
1.1 THE TOPIC: “OPENING SAVINGS & CURRENT
ACCOUNTS BY MEETING CUSTOMERS”

At HDFC Bank, I was assigned with the topic as


“Opening Savings Accounts by Meeting Customers” for my
project work. I joined the company as a Sales Executive.
The selection of the topic was to know how the company
generates business through them.
Sales Executives are those sources of a company
who have their own relations and personal contacts among
common public that they use to generate business through.
Company has certain criteria to recruit these Sales
Executives.
The steps are as follows.
• He should be at least 12th passed.
• He should have good personal contacts.
• He should have convincing power.
• He should be above 18th year old.

Once he through all these steps of recruitment, he


becomes the Sales Executive of the company and reserve
the right to sale the various products to any prospect client
also he is paid the commission a certain percentage. There
are some reward and tour package also.

1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and


increasing sectors in India. The Sales Executives are one of
the most powerful, efficient and effective channel through
which the company sales it’s various types of financial
products. It is really difficult to convince customers and sell
a single product but since these executives have their own
personal contacts which make the entire task easier to sell a
product. Whereas in my entire project work I found my
interest in working in a team, dealing with customers and
finally convincing them to open an account with the bank.

1.3 IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to


know about the customer’s perceptions about the different
products of the bank, how these products can attract them
and how the company can generate maximum profit by
convincing them through sales executives.
1.4 LEARNING FROM THE STUDY:

• The process of recruitment for Sales Executives of


HDFC Bank.
• Different products and services provided by the bank.
• Customers’ perception about the different products.
• The brand image of the bank.
• What are the problems faced by these sales executives
daily basis.
• How to communicate with the customers.
• Different techniques of dealing with the customers.
• How to convince and convert a customer into a real
customer.
CHAPTER-2

ORGANIZATION

PROFILE
2. COMPANY HISTORY:

2.1 FORMATION OF THE COMPANY

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.

• PROMOTER

HDFC is India's premier housing finance company


and enjoys an impeccable track record in India as well as in
international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth
in its operations to remain the market leader in mortgages.
Its outstanding loan portfolio covers well over a million
dwelling units. HDFC has developed significant expertise in
retail mortgage loans to different market segments and also
has a large corporate client base for its housing related
credit facilities. With its experience in the financial markets,
a strong market reputation, large shareholder base and
unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.

• BUSINESS FOCUS

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, and corporate governance and
regulatory compliance. HDFC Bank's business philosophy is
based on four core values – Operational Excellence,
Customer Focus, Product Leadership and People.
• CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore


(Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2
billion). The HDFC Group holds 19.4% of the bank's equity
and about 17.6% of the equity is held by the ADS
Depository (in respect of the bank's American Depository
Shares (ADS) Issue). Roughly 28% of the equity is held by
Foreign Institutional Investors (FIIs) and the bank has about
570,000 shareholders. The shares are listed on 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'.

• TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking


industry, Times Bank Limited (another new private sector
bank promoted by Bennett, Coleman & Co. /Times Group)
was merged with HDFC Bank Ltd., effective February 26,
2000. As per the scheme of amalgamation approved by the
shareholders of both banks and the Reserve Bank of India,
shareholders of Times Bank received 1 share of HDFC Bank
for every 5.75 shares of Times Bank. The acquisition added
significant value to HDFC Bank in terms of increased branch
network, expanded geographic reach, enhanced customer
base, skilled manpower and the opportunity to cross-sell
and leverage alternative delivery channels.

• DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank


at present has an enviable network of over 1229 branches
spread over 444 cities across India. All branches are linked
on an online real-time basis. Customers in over 120
locations are also serviced through Telephone Banking. The
Bank's expansion plans take into account the need to have a
presence in all major industrial and commercial centers
where its corporate customers are located as well as the
need to build a strong retail customer base for both deposits
and loan products. Being a clearing/settlement bank to
various leading stock exchanges, the Bank has branches in
the centers where the NSE/BSE has a strong and active
member base. The Bank also has a network of about over
2526 networked ATMs across these cities. Moreover,HDFC
Bank's ATM network can be accessed by all domestic and
international Visa/MasterCard, Visa Electron/Maestro,
Plus/Cirrus and American Express Credit/Charge
cardholders.

• MANAGEMENT

Mr. Jagdish Kapoor took over as the bank's


Chairman in July 2001. Prior to this, Mr. Kapoor was a
Deputy Governor of the Reserve Bank of India.
The Managing Director, Mr. Aditya Puri, has been a
professional banker for over 25 years and before joining
HDFC Bank in 1994 was heading Citibank's operations in
Malaysia.
The Bank's Board of Directors is composed of
eminent individuals with a wealth of experience in public
policy, administration, industry and commercial banking.
Senior executives representing HDFC are also on the Board.
Senior banking professionals with substantial experience in
India and abroad head various businesses and functions and
report to the Managing Director. Given the professional
expertise of the management team and the overall focus on
recruiting and retaining the best talent in the industry, the
bank believes that its people are a significant competitive
strength.
• TECHNOLOGY

HDFC Bank operates in a highly automated


environment in terms of information technology and
communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds
transfer facilities to its customers. Multi-branch access is
also provided to retail customers through the branch
network and Automated Teller Machines (ATMs).
The Bank has made substantial efforts and investments in
acquiring the best technology available internationally, to
build the infrastructure for a world class bank. The Bank's
business is supported by scalable and robust systems which
ensure that our clients always get the finest services we
offer. The Bank has prioritized its engagement in technology
and the internet as one of its key goals and has already
made significant progress in web-enabling its core
businesses. In each of its businesses, the Bank has
succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build
market share.
• BUSINESS FOCUS

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, and corporate governance and
regulatory compliance. HDFC Bank's business philosophy is
based on four core values – Operational Excellence,
Customer Focus, Product Leadership and People.

• RATING

I. Credit Rating

The Bank has its deposit programs rated by two rating


agencies - Credit Analysis & Research Limited (CARE) and
Fitch Ratings India Private Limited. The Bank's Fixed Deposit
programmed has been rated 'CARE AAA (FD)' [Triple A] by
CARE, which represents instruments considered to be "of the
best quality, carrying negligible investment risk". CARE has
also rated the bank's Certificate of Deposit (CD)
programmer "PR 1+" which represents "superior capacity for
repayment
of short term promissory obligations". Fitch Ratings India
Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the
"tAAA (ind)" rating to the Bank's deposit programme, with
the outlook on the rating as "stable". This rating indicates
"highest credit quality" where "protection factors are very
high". The Bank also has its long term unsecured,
subordinated (Tier II) Bonds rated by CARE and Fitch
Ratings India Private Limited and its Tier I perpetual Bonds
and Upper Tier II Bonds rated by CARE and CRISIL Ltd.
CARE has assigned the rating of "CARE AAA" for the
subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd.
has assigned the rating "AAA (ind)" with the outlook on the
rating as "stable". CARE has also assigned "CARE AAA
[Triple A]" for the Banks Perpetual bond and Upper Tier II
bond issues. CRISIL has assigned the rating "AAA / Stable"
for the Bank's Perpetual Debt programme and Upper Tier II
Bond issue. In each of the cases referred to above, the
ratings awarded were the highest assigned by the rating
agency for those instruments.
II. Corporate Governance Rating

The bank was one of the first four companies, which


subjected itself to a Corporate Governance and Value
Creation (GVC) rating by the rating agency, The Credit
Rating Information Services of India Limited (CRISIL). The
rating provides an independent assessment of an entity's
current performance and an expectation on its "balanced
value creation and corporate governance practices" in
future. The bank has been assigned a 'CRISIL GVC Level 1'
rating which indicates that the bank's capability with respect
to wealth creation for all its stakeholders while adopting
a sound corporate governance practice is the highest.

2.2 PRODUCT SCOPE:

HDFC Bank offers a bunch of products and services


to meet the every need of the people. The company cares
for both, individuals as well as corporate and small and
medium enterprises. For individuals, the company has a
range accounts, investment, and pension scheme, different
types of loans and cards that assist the customers. The
customers can choose the suitable one from a range of
products which will suit their life-stage and needs For
organizations the company has a host of customized
solutions that range from Funded services, Non-funded
services, Value addition services, Mutual fund etc. These
affordable plans apart from providing long term value to the
employees help in enhancing goodwill of the company. The
products of the company are categorized into various
sections which are as follows:
• Accounts and deposits.
• Loans.
• Investments and Insurance.
• Forex and payment services.
• Cards.
• Customer center.

2.3 PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING

A. Accounts & Deposits

- Regular Savings Account


- Savings Plus Account
- SavingsMax Account
- Senior Citizens Account
- No Frills Account
- Institutional Savings Account
- Payroll Salary Account
- Classic Salary Account
- Regular Salary Account
- Premium Salary Account
- Defense Salary Account
- Kid's Advantage Account
- Pension Saving Bank Account
- Family Savings Account
- Kisan No Frills Savings Account
- Kisan Club Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current Account
- Regular Current Account
- Apex Current Account
- Max Current Account
- Reimbursement Current Account
- RFC - Domestic Account
- Regular Fixed Deposit
- Super Saver Account
- Sweep-in Account
- HDFC Bank Preferred
- Private Banking
B. Loans

- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
- Commercial Vehicle Finance
- Working Capital Finance
- Construction Equipment Finance
- Offers & Deals
- Customer Center

C. Investments & Insurance

- Mutual Funds
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar

D. Forex Services

- Trade Finance
- Travelers’ Cheques
- Foreign Currency Cash
- Foreign Currency Drafts
- Foreign Currency Cheque Deposits
- Foreign Currency Remittances
- Cash to Master
- ForexPlus Card

E. Payment Services
- Net Safe
- Prepaid Refill
- Bill Pay
- Direct Pay
- Visa Money Transfer
- E-Monies Electronic Funds Transfer
- Excise & Service Tax Payment
F. Access Your Bank

- One View
- Insta Alerts
- Mobile Banking
- ATM
- Phone Banking
- Branch Network

G. Cards

- Silver Credit Card


- Gold Credit Card
- Woman's Gold Credit Card
- Platinum plus Credit Card
- Titanium Credit Card
- Value plus Credit Card
- Health plus Credit Card
- HDFC Bank Idea Silver Card
- HDFC Bank Idea Gold Card
- Compare Cards
- Transfer & Safe
- Track your Credit Card
H. Get More from Your Card

- Offers & Savings


- My Rewards
- Insta Wonders
- Add-On Cards
- Credit Card Usage Guide
- Easy EMI
- Net safe
- Smart Pay
- Secure Plus
- My City Benefit Card
- Debit Cards
- Easy Shop International Debit Card
- Easy Shop Gold Debit Card
- Easy Shop International Business Debit Card
- Easy Shop Woman’s Advantage Debit Card
- Prepaid Cards
- Forex Plus Card
- Kisan Card

I. Customer Centre
- Offers & Deals
- Winners of Contests & Promotions

2. WHOLESALE BANKING

A. Corporate

Funded Services
Non Funded Services
Value Added Services
Internet Banking

B. Small & Medium Enterprises

Funded Services
Non-Funded Services
Specialized Services
Internet Banking

C. Financial Institutions & Trusts

Banks
Financial Institutions
Mutual Funds
Stock Brokers
2.3. MILESTONES IN THE HISTORY

HDFC Bank began its operations in 1995 with a


simple mission: to be a "World-class Indian Bank". They
realized that only a single-minded focus on product quality
and service excellence would help us get there. Today, they
are proud to say that they are well on our way towards that
goal. It is extremely gratifying that their efforts towards
providing customer convenience have been appreciated both
nationally and internationally.

• 2009

Euro money Awards 2009 'Best Bank in India'


Economic Times Brand Most Trusted Brand - Runner Up
Equity & Nielsen Research
annual survey 2009

Asia Money 2009 Awards Best Domestic Bank in India'


IBA Banking Technology Best IT Governance Award - Runner
Awards 2009 up'

Global Finance Award 'Best Trade Finance Bank in India


for 2009

IDRBT Banking Technology 'Best IT Governance and Value


Excellence Award 2008 Delivery'
Asian Banker Excellence in 'Asian Banker Best Retail Bank in
Retail Financial Services India Award 2009 '

• 2008

Finance Asia Country Awards for 'Best Bank and Best Cash
Achievement 2008 Management Bank'
CNN-IBN 'Indian of the Year
(Business)'
Nasscom IT User Award 2008 'Best IT Adoption in the
Banking Sector'

Business India 'Best Bank 2008'


Forbes Asia Fab 50 companies in Asia
Pacific
Asian Banker Excellence in Retail Best Retail Bank 2008
Financial Services
Asia money Best local Cash Management
Bank Award voted by
Corporate
Microsoft & Indian Express Group Security Strategist Award
2008
World Trade Center Award of For outstanding contribution
honor to international trade
services
Business Today-Monitor Group One of India's "Most
survey Innovative Companies"
Financial Express-Ernst & Young Best Bank Award in the
Award Private Sector category
Global HR Excellence Awards - 'Employer Brand of the Year
Asia Pacific HRM Congress: 2007 -2008' Award - First
Runner up, & many more
Business Today Best Bank' Award

• 2007
Dun & Bradstreet – American 'Corporate Best Bank' Award
Express Corporate Best Bank
Award 2007
The Bombay Stock Exchange 'Best Corporate Social
and Nasscom Foundation's Responsibility Practice' Award
Business for Social Responsibility
Awards
Outlook Money & NDTV Profit Best Bank Award in the Private
sector category.
The Asian Banker Excellence in Best Retail Bank in India
Retail Financial Services Awards
Asian Banker Our Managing Director Aditya
Puri wins the Leadership
Achievement Award for India
Financial Express Ernst & Young Award Best
Bank Award in the Private
Sector category.
Business Today ‘Best Bank Award’

• 2006

Business Today Best Bank in India


Forbes Magazine One of Asia Best 50 companies.
Pacific's
Business world Best listed Bank of India
The Asset Magazine's Triple A Best Domestic Bank
Country Awards

Asia money Awards Best Local Cash Management


Bank in Large and Medium
segments.

Euro money Awards "Best Bank" in India.

• 2005

Asia money Awards Best Domestic Commercial


Bank

Asia money Awards Best Cash Management Bank -


India
The Asian Banker Excellence Retail Banking Risk
Management Award in India
Finance Asia magazine Best Bank in India
Economic Times Awards "Company of the Year" Award
for Corporate Excellence
The Asset Triple A Country Best Domestic Bank in India
Awards Region -2005
Business Today KPMG Survey Best Local Cash
Management Bank in
India US$11-100m - 2005
Business Today KPMG Survey "Best Bank in
India" for the third
Business Today consecutive year in 2005
Economic Times Avaya Global Connect
Customer Responsiveness "Most Customer Responsive
Awards Company

2.4. MERGER

HDFC Bank and Centurion Bank of Punjab merger


at share swap ratio of 1:29 The Boards of HDFC Bank and
Centurion Bank of Punjab met on 25 February, 2008 and
approved, subject to due diligence, the share swap ratio for
the proposed merger of Centurion Bank of Punjab with HDFC
Bank. The Scheme of Amalgamation envisages a share
exchange ratio of one share of HDFC Bank for twenty nine
shares of Centurion Bank of Punjab. The combined entity
would have a nationwide network of 1,148 branches (the
largest amongst private sector Banks) a strong deposit base
of around Rs. 1,200 billion and net advances of around Rs.
850billion. The balance sheet size of the combined entity
would be over Rs. 1,500 billion. Commenting on the
proposed merger, Mr. Deepak Parekh, Chairman, HDFC
said, “We were amongst the first to get a banking license,
the first to do a merger in the private sector with Times
Bank in 1999, and now if this deal happens, it would be the
largest merger in the private sector banking space in India.
HDFC Bank was looking for an appropriate merger
opportunity that would add scale, geography and
experienced staff to its franchise. This opportunity arose and
we thought it is an attractive route to supplement HDFC
Bank’s organic growth. We believe that Centurion Bank of
Punjab would be the right fit in terms of culture, strategic
intent and approach to business.”

Mr. Aditya Puri, Managing Director, HDFC Bank said,


“These are exciting times for the Indian banking industry.
The proposed merger will position the combined entity to
significantly exploit opportunities in a market globally
recognized as one of the fastest growing. I’m particularly
bullish about the potential of business synergies and cultural
fit between the two organizations. The combined entity will
be an even greater force in the market.”

Mr. Rana Talwar, Chairman, Centurion Bank of Punjab


stated, “Over the last few years, Centurion Bank of Punjab
has set benchmarks for growth. The bank today has a large
nationwide network, an extremely valuable franchise, 7,500
talented employees, and strong leadership positions in the
market place. I believe that the merger with HDFC Bank will
create a world class bank in quality and scale and will set
the stage to compete with banks both locally as well on a
global level.”

Mr. Shailendra Bhandari, Managing Director and CEO,


Centurion Bank of Punjab said, “We are extremely
pleased to receive the go ahead from our board to pursue
this opportunity. A merger between the banks provides
significant synergies to the combined entity. The proposed
merger would further improve the franchise and customer
proposition offered by the individual banks.”

2.5 QUALITY POLICY


· SECURITY: The bank provides long term financial
security
to their policy. The bank does this by offering
life insurance and pension products.

· TRUST: The bank appreciates the trust placed by


their policy holders in the bank. Hence, it
will aim to manage their investments
very carefully and live up to this
trust.

· INNOVATION: Recognizing the different needs of our


customers, the bank offers a range of
innovative products to
meet these needs.

· INTEGRITY

· CUSTOMER CENTRIC

· PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE”

· TEAM WORK
· JOY AND SIMPLICITY

CHAPTER – 3
RESEARCH
OBJECTIVES AND
SCOPE OF
RESEARCH
PROJECT

3.1 PROBLEM DEFINATION:

Sales Executives were with good background human being


and through rigorous process of recruitment but still not
able to perform up to the expectation level of company, HR
is not able to sort out the problem why the performance is
not coming even after giving the full marketing support. The
communication technique and dealing with the customers is
also a problem to the sales executives.

3.2 OBJECTIVES OF RESEARCH PROJECT:

3.2.1 PRIMARY OBJECTIVES:

· To open new savings accounts by convincing customers


and to promote the benefits of those which are provided
by the bank.
· To find the different way of convincing customers.
· To study brand image of the bank.
· To increase the business of the bank.

3.2.2 SECONDARY OBJECTIVES:

· To determine the need and purpose of a sales executive.


· To understand the deciding criteria for people to become
sales executive.
· To offer suggestions based upon the findings.

3.2.3 GEOGRAPHICAL SCOPE:

The same problem was with the all other branches of HDFC
Bank even out of the Pali city. The management is
conducting the same research on a big ground while my
contribution is tiny. Though my sample size and
geographical area was defined and confine to a particular
territory but the application of out put from the research
are going to be wide.

3.3 PRODUCT SCOPE:

· Studying the increasing business scope of the bank.


· Market segmentation to find the potential customers for
the bank.
· To study how the various products are positioned in the
market.
· Corporate marketing of products.
· Customers’ perception on the various products of the bank.

CHAPTER-4

RESEARCH
METHODOLOGY
AND
LIMITATIONS

All the findings and conclusions obtained are based on the


survey done in the working area within the time limit. I tried
to select the sample representative of the whole group
during my job training. I have collected data from people
linked with different profession at Pali.

4.1 RESEARCH PLAN:

4.1.1. Preliminary Investigation:

In which data on the situation surrounding the


problems shall be gathered to arrive at

· The correct definition of the problem.


· An understanding of its environment.

4.1.2. Exploratory Study:


To determine the approximate area where the problem
lies.

4.2 RESEARCH DESIGN:

Research was initiated by examining the secondary data


to gain insight into the problem. By analyzing the secondary
data, the study aim is to explore the short comings of the
present system and primary data will help to validate the
analysis of secondary data besides on unrevealing the areas
which calls for improvement.

4.2.1 DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected


through self Administration. Due to time limitation and other
constraints direct personal interview method is used. A
structured questionnaire was framed as it is less time
consuming, generates specific and to the point information,
easier to tabulate and interpret. Moreover respondents
prefer to give direct answers.
In questionnaires open ended and closed ended, both
the types of questions has been used.

4.2.2 COLLECTION OF DATA:

1: Secondary Data: It was collected from internal sources.


The secondary data was collected
on
the basis of organizational file, official records, news papers,
magazines, management books preserved information in the
company’s database and website of the company.

2: Primary data: All the people from different profession


were personally visited and
interviewed. They were the main
source of Primary data. The method of collection of primary
data was direct personal interview through a structured
questionnaire.

4.3 SAMPLING PLAN:

Since it is not possible to study whole universe, it


becomes necessary to take sample from the universe to
know about its characteristics.
· Sampling Units: Different professionals Chartered
Accountants, Tax Consultants,
Lawyers, Business Man,
Professionals and
House Wives of Pali.

· Sample Technique: Random Sampling.

· Research Instrument: Structured Questionnaire.

· Contact Method: Personal Interview.

4.4 SAMPLE SIZE:

My sample size for this project was 200 respondents. Since


it was not possible to cover the whole universe in the
available time period, it was necessary for me to take a
sample size of 200 respondents.

4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Survey


Method and Field Activity. Primary data collection will base
on personal interview. I have prepared the questionnaire
according to the necessity of the data to be collected.

4.6 RESEARCH LIMITATIONS:

· It was not possible to understand thoroughly about the


different marketing aspects of the Financial Consultant
Within 30 days.
· As stipend, money was not given it was difficult to continue
the project work.
· All the work was limited in some limited areas of Pali so
the findings should not be generalized.
· The area of research was Pali and it was too vast an area
to cover within 30 days.

CHAPTER-5
DATA ANALYSIS,
INTERPRETATION
AND
PRESENTATION

Q.1. Your Age?

TABLE

Serial Age Category Number of Percentage


No. Respondents
1. 18-23 Years 40 20%
2. 24-29 Years 70 35%
3. 30-35 Years 60 30%
4. 35 Years & above 30 15%
Total 200 100%

Base 200 respondents

70
60
50
40 18-23 Years
30 24-29 Years
20 30-35 Years
10 35 Years & above
0
18-23 30-
Years 35Years

Interpretation
From the table and graph above it can be seen that
• 20% respondent’s age are 18 to 23 years.
• 35% respondent’s age are 27 to 29 years.
• 30% respondent’s age are 30 to 35 years.
• 15% respondent’s age are 35 to above years.
Q.2. Marital Status?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Married 140 70%
2. Unmarried 60 30%
Total 200 100%

Base 200 respondents

140
140
120
100
80
Married
60
60 Unmarried
40
20
0
Married Unmarried

Interpretation

From the table and graph above it can be seen that


• 70% respondents are married.
• 30% respondents are unmarried.

Q.3. Educational Qualification?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Under graduate 50 25%
2. Graduate 80 40%
3. Post Graduate 70 35%
Total 200 100%

Base 200 respondents

80
70
60
50
Under graduate
40
Graduate
30
20 Post Graduate
10
0
1st 2nd 3rd

Interpretation

From the table and graph above it can be seen that


• 25% respondents are Under graduate.
• 40% respondents are Graduate.
• 35% respondents are Post graduate.

Q.4. Number Of year’s Are You in Pali?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Less than five 78 39%
years
2. More than five 122 61%
years
Total 200 100%

Base 200 respondents

140

120

100

80 Less than five


years
60 More than five
years
40

20

0
1st 2nd

Interpretation

From the table and graph above it can be seen that


• 39% respondents are in Pali for less than five years.
• 61% respondents are in Pali for more than five years.

Q.5. Your Occupation?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Business 40 20%
2. Profession 108 54%
3. Service 52 26%
Total 200 100%

Base 200 respondents

120

100

80

60 Business

40 Profe ssion

20 Service

Interpretation

From the table and graph above it can be seen that


• 20% respondents Occupation is Business.
• 26% respondents Occupation is Profession.
• 54% respondents Occupation is Service.

Q.6. Your annual household income?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Less than 2 lacs 98 49%
2. Between 2 to 5 62 31%
3. Between 5 to 8 30 15%
4. More than 8 lacs 10 5%
Total 200 100%

Base 200 respondents


100

80

60 Less than 2 lacs


Between 2 to 5 lacs
40 Between 5 to 8 lac
More than 8 lacs
20

0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

Interpretation

From the table and graph above it can be seen that


• 49% respondent’s annual household income is less
than 2 lacs.
• 31% respondent’s annual household income is
between 2 to 5 lacs.

• 15% respondent’s annual household income is


between 5 to 8 lacs.
• 5% respondent’s annual household income is more
than 8 lacs.
Q.7. Are you a member of a club/gymkhana?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Yes 84 42%
2. No 116 58%
TOTAL 200 100%

Base 200 respondents


120

100

80

60 YES
NO
40

20

0
YES NO

Interpretation
From the table and graph above it can be seen that
• 42% respondents are member of a club/gymkhana.
• 58% respondents are not member of a
club/gymkhana.

Q.8. What is your perception about different


products/services provided by HDFC bank?
TABLE

Serial Category Number of Percentage


No. Respondents
1. Lucrative 50 25%
2. Non Lucrative 120 60%
3. No Idea 30 15%
Total 200 100

Base 200 respondents


120
100
80
60 Lucrative
Non-Lucrative
40
No Idea
20
0
Non- No
Lucrative Lucrative Idea

Interpretation
From the table and graph above it can be seen that
• 25% respondent’s perception about different products
is lucrative.
• 60% respondent’s perception about different products
is not lucrative.
• 15% respondent’s have no idea.

Q.9. Do you want to open an account with HDFC bank?


TABLE

Serial Category Number of Percentage


No. Respondents
1. Yes 10 5%
2. No 160 80%
3. Will tell later 30 15%
TOTAL 200 100%

Base 200 respondents


160
140
120
100
80 Yes
60 No
40 Will tell later
20
0
Yes No Will tell
later

Interpretation
From the table and graph above it can be seen that
• 80% respondents are not interested to open an
account with the bank.
• 5% respondents are interested to open an account
with the bank.
• 15% of the respondents say that they will tell later.

Q.10. Do you have all the documents which are required to


open an account?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Yes 120 60%
2. No 80 40%
TOTAL 200 100%

Base 200 respondents

120

100

80

60 Yes
No
40

20

0
YES NO

Interpretation
From the table and graph above it can be seen that
• 60% respondents have all the documents which are
required to open an account with the bank.
• 25% respondents do not have all the documents which
are required to open an account with the bank.

Q.11. Are you aware that the bank provides you a free
Demat account if you open a new savings
account with HDFC bank?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Yes 40 20%
2. No 160 80%
TOTAL 200 100%

Base 200 respondents

160
140
120
100
80 Yes
60 No
40
20
0
Yes No

Interpretation
From the table and graph above it can be seen that
• 20% respondents are aware that the bank provides a
free Demat account with new savings account.
• 40% respondents are not aware of it.
Q.12.Are you aware of different terms and conditions which
are very much essential to maintain an account at
HDFC Bank?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Yes 25 22%
2. No 175 88%
TOTAL 200 100%

Base 200 respondents

180
160
140
120
100
Yes
80
No
60
40
20
0
Yes No

Interpretation
From the table and graph above it can be seen that
• 12% respondents are familiar with different terms and
conditions which are very much essential to maintain
account with the bank.
• 88% respondents have no idea about it.

Q.13. Do you know about HDFC Bank’s recruitment policies


related to sales executives?

TABLE

Serial Category Number of Percentage


No. Respondents
1. Yes 82 41%
2. No 118 59%
TOTAL 200 100%

Base 200 respondents

120

100

80

60 Yes
No
40

20

0
Yes No

Interpretation
From the table and graph above it can be seen that
• 41% respondents are known about HDFC Bank’s
recruitment policies related to sales executives.
• 59% respondents are not known about HDFC Bank’s
recruitment policies related to sales executives.
CHAPTER-6
CONCLUSIONS
AND
SUGGESTIONS

6.1 CONCLUSIONS:

HDFC Bank, the banking arm of HDFC is


expected to go on stream. The bank already has good
number of employees on board and is recruiting Sales
Executives heavily to take the headcount to many more. It
is on the brim of increasing its customers through its
attractive schemes and offer.

The project opportunities provided was


market segmentation and identifying prospective customers
in potential geographical location and convincing them to
open an account so that new Business Opportunities of the
bank can be explored. Through this project, it could be
concluded that people are not much aware about the various
products of the bank and many of them not interested to
open an account at all.

Services was considered as unsought good


which require hard core selling, but in changing trend in
income and people becoming financially literate, the demand
for banking sector is increasing day by day.

According to my findings Company’s


promotional activities for recruiting sales executives are also
very less.
So, at last the conclusion is that there is
tough competition ahead for the company from its major
competitors in the banking sector.

Last but not the least I would like to thank


HDFC Bank for giving me an opportunity to work in the field
of Marketing. I hope the company finds my analysis
relevant.

6.2 SUGGESTIONS:

Finally some recommendations for the company are as


fallows:-
• To make people aware about the benefit of becoming
HDFC Bank’s Sales Executive, following activities of
advertisement should be done through
1. Print Media.
2. Hoarding & Banners.
3. Stalls in Trade Fares
4. Distribution of leaflets containing details information.

• The bank should provide life time valid ATM card to all
its customers.
• Minimum balance for savings account should be
reduced from Rs 5000 to Rs 1000, so that people who
are not financially strong enough can maintain their
account properly.

• The company should provide a pass book to all its


customers.

• Make people understand about the various benefits of


its products.

• Company should organize the program in the society,


so that people will be aware about the company and
different products of the bank.

• Company should open more branches in different


cities.
CHAPTER- 7
LIMITATIONS

LIMITATIONS

Every work has its own limitation. Limitations are


extent to which the process should not exceed. Limitations
of this project are:-
• The project was constrained by time limit of two
months.

• Mindset of people may very depending upon their age,


gender, income etc.

• Getting appointment from the concern person was


very difficult.

• People mind set about the survey was an obstacle in


acquiring complete information & positive interaction.

• Respondents were very busy in their schedule. So it


was very time consuming for them to answer all the
questions properly.

ANNEXURES

1. QUESTIONNAIRE
QUESTIONNAIRE

Dear Sir/Madam,

Name: ………………………………………………………………………
Address: ……………………………………………………………………
Contact No :®………………( O)……………… (M)………………………
City: ………...............Pin: ………………….State: ………………………

I am a student of Govt.P.G. Bangur Collage, Pali (Raj.)


and presently doing a project on “OPENING SAVINGS &
CURRENT ACCOUNT BY MEETING CUSTOMERS”.

I request you to kindly fill the questionnaire below and


I assure you that the data generated shall be kept
confidential.

1. Your Age: ____________________

2. Education Qualification.
• Undergraduate □
• Graduate □
• Post graduate □
3. Marital Status.
• Married □
• Single □
No. of Children: __________

4. Number Of year’s Are You in Pali.


• Less than five year’s □
• More than five year’s □

5. Occupation.
• Business □
• Profession □
• Service □

(Please mention below the type of business/profession you


are in incase of service please mention your organization
name and designation)

6. Your annual household income.


• <than 2 lack □
• Between 2 to 5 lack □
• Between 5 to 8 lack □
• >than 8 lack □
7. Are you a member of a Club/Gym?
• Yes □
• No □
If yes, Name of the Club/Gym
_______________________________________

8. What is your perception about different products


and services offered by HDFC Bank?
• Lucrative □
• Not lucrative □
• No idea □

9. Do you want to open a Savings Account or Current


Account with HDFC Bank?
• Yes □
• No □
• Will tell later □

10. Do you have all the documents which are required


to open an account?
• Yes □
• No □
11. Are you aware of that HDFC Bank provide you a
free Demat account if you open a new savings
account with the bank?
• Yes □
• No □

12. Are you aware of different terms and conditions


which are very much essential to maintain an
account at HDFC Bank?
• Yes □
• No □

13. Do you know about HDFC Bank’s recruitment


policies related to sales executives?
• Yes □
• No □

Date:

Place: Thank You Signature

BIBLIOGRAPHY

1. BOOKS AUTHORS
• Marketing Management (10th Edition) Philip Kotler

• Marketing Management (3rd Edition) V.S. Ramaswamy

• Research Methodology (2nd Edition)

• Research Methodology

2. NEWS PAPERS

• Times of India

• Financial Express

3. WEBSITES

• www.hdfcbank.com

• www.google.com

• www.scribd.com

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