A

SUMMER INTERNSHIP PROJECT REPORT

ON
“CUSTOMER PREF. TOWARDS SERVICES PROVIDED BY
HDFC BANK”

“HDFC BANK”

Submitted to
ATMIYA Institute of Technology & Science

IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF

THE AWARD FOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

Under
Gujarat Technological University
UNDER THE GUIDANCE OF

P r o f . N i s h a n t D h r u v Z a h i r a b b a s S h e r a s i a
H e a d o f f i n a n c e d e p a r t m e n t D e p u t y M a n a g e r

Submitted by
SHAHBAZ AYUBBHAI BADI
EnrollmentNo.:177030592007
M.B.A – SEMESTER III

ATMIYA Institute of Technology & Science

M.B.A PROGRAMME
Affiliated to Gujarat Technological University, Ahmedabad
July 2018
177030592007
ORIGINALITY REPORT

27 %
SIMILARITY INDEX
31% 7% 20%
INTERNET SOURCES PUBLICATIONS STUDENT PAPERS

PRIMARY SOURCES

www.readymadeproject.com
1
Internet Source 12%
www.ehow.co.uk
2
Internet Source 5%
moneyconnexion.com
3
Internet Source 4%
4
Submitted to Doctor Harisingh Gour
4%
Vishwavidyalaya, Sagar
Student Paper

Submitted to Christ University

5
Student Paper 4%
Exclude quotes On Exclude matches < 3%
Exclude bibliography On

I
 PREFACE

As a part of our course I had to go through a summer internship project report on any topic to
get the practical aspect of business management.

I want to express my gratitude for experience and practical knowledge that I learn during the
summer internship. In this report I had presented my great experience in the form of words.

The project flows logically of questionnaire and face-to-face interaction with customers and
employees to collect information require for project. I have tried my upmost to make this
report a reader friendly and try to fulfill my objective of study.

II
 ACKNOWLEDGMENT

I take this opportunity to express my gratitude toward all of those who have diractly or
indirectly helped me in the successful completion of this project.

I present my very sincere thanks to Mr.Zahirabbas Sherasia (Deputy Manager,morvi) who

allow me to take training @ HDFC Bank and support me with valuable insight into the
completion of this project.

I would also like to thank HDFC Bank staff for their suppord during internship.

I am grateful toward my facuty membors form AITS and special thanks to Prof.Nishant
Dhruv and Piyush Chandarava sir for their helpin successful completion of project.

Last but not the list I am indebted to my PARENTS who support me and encourage me to
prepare this report.

III
 DECLARATION

I, SHAHBAZ AYUBBHAI BADI, hereby declare that the report for “Summer
Internship Project Report ” entitle “CUSTOMER PREFERANCE TOWARD
SERVICES PROVIDED BY HDFC BANK” is a result of my own work and my
indebtedness and no part of this project has been published or submitted to
anybody.

Place: Rajkot
Date: 22/07/2018 SHAHBAZ BADI

IV
 Executive Summary
Market research is a function that links the consumer, customer and public to the market
through information. Information are used to identify and define marketing opportunities
and problems, evaluate market actions, monitor marketing performance and improve
understanding of marketing as process.

Purpose of the study is to find out customers satisfaction, awareness and preference for
HDFC bank product. Research objectives are:-

Customers sentiments on the various services provided by bank.

To measure the awareness level of people regarding banking services offered by
bank
To evaluate overall satisfaction level of customers regarding services and products
offered by the bank

V
 TABLE OF CONTENT
Sr.No. Particulars Page
No.
Preface III

Acknowledgment IV

Declaration V

Executive Summary VI

1.0 Part-I Industry information 1

1.1 About the industry
1.2 World Market
1.3 Indian Market
1.4 The growth of the industry

2.0 Part-II Organization Information

2.1 About Organization
2.2 Intro to Functional Department
Finance
Marketing
HR
Product
2.3 Organizational Structure
2.4 SWOT Analysis

3.0 Part-III Primary study

3.1 Introduction to the study
3.2 Literature Review
3.3 Background of study
3.4 Problem statement
3.5 Research objective

VI
4.0 Research methodology
4.1 Research design
4.2 Source of data
4.3 Data collection method
4.4 Population
4.5 Sampling method
4.6 Sampling frame
4.7 Data analysis and interpretation

5.0 Findings
5.1 Conclusion
5.2 Limitation of study

6.0 Reference Bibliography (APA Style)

Annexure

VII
 Part – I

Industry
Information

1
1.1 ABOUT THE INDUSTRY

Meaning and definition:

A bank is a financial institution that accepts deposits from public and creates credit. principal
types of banking in modern industrial world is commercial banking & central banking.

Banking can be defined as the business activity of accepting and safeguarding money owned
by other individuals and then lending out this money in order to earn profit.

A banker of a bank is a person ,a firm ,or a company engaged in the business of landing and
accepting money.

Conclusion of bank:

➢ Accept deposits of money from public.

➢ Pays interest on money deposited with it.
➢ Lend or invest money.
➢ Repays amount on demand.

ORIGIN OF WORD BANK:

After commerce and arts had revived in Italy, the business of banking was resumed. The
world “Bank” is commonly regarded as derived from the Italian word banco, a bench- the
Jews in Lombardy having benches in the market place for exchange of money and bills.

BIRTH OF BANKING:

Banking is nearly as old as civilization. The history of banking could be said to have started
with the appearance of money. The first record of minted metal coins was in Mesopotamia in
about 2500B.C. the first European banknotes, which was handwritten appeared in1661, in
Sweden. Cheque and printed paper money appeared in the 1700’s and 1800’s, with many
banks created to deal with increasing trade.

The history of banking in each country runs in lines with the development of trade and
industry, and with the level of political confidence and stability. The ancient Romans

2
developed an advanced banking system to serve their vast trade network, which extended
throughout Europe, Asia and Africa.

Modern banking began in Venice. The word bank comes from the Italian word “ban co”,
meaning bench, because moneylenders worked on benches in market places. The bank of
Venice was established in 1171 to help the government raise finance for a war.

At the same time, in England merchant started to ask goldsmiths to hold gold and silver in
their safes in return for a fee. Receipts given to the Merchant were sometimes used to buy or
sell, with the metal itself staying under lock and key. The goldsmith realized that they could
lend out some of the gold and silver that they had and charge interest, as not all of the
merchants would ask for the gold and silver back at the same time. Eventually, instead of
charging the merchants, the goldsmiths paid them to deposit their gold and silver.

The bank of England was formed in 1694 to borrow money from the public for the
government to finance the war of Augsburg against France. By 1709, goldsmith were using
bank of England notes of their own receipts.

New technology transformed the banking industry in the 1900’s round the world, banks
merged into larger and fewer groups and expanded into other country.

3
1.2 World Market

The banking industry has experienced mixed results in the post-crisis period from 2008 to
2010. Industry growth has slowed considerably; the growth rate of assets of the top 1000
banks globally1 in the post-crisis period remained 3.7%, compared to the double digit rise in
rates shown during the pre-crisis years of 2005 to 2007. On the other hand, when looking at
risk management and profitability, there has been great recovery. Profits have returned to pre-
crisis levels and the solvency of the industry has witnessed great result with growth of 3.8%
registered in capital adequacy ratio during 2005 to 2010.

The industry has also entered era of advance regulation. More capital adequacy and risk
management standards are now being utilized with banks, along with a related rise in strain
on their traditional business models and operating margins. Looking forward, certain key
priorities have appeared for the banking industry, classification among them are: restoration
of customer confidence; showing problem such as low efficiency of existing channels; ageing
technology; high operating costs and the existence of complex processes. Technology,
including the development of consumer related solutions, is rising being seen as a key to
meeting these standerds.

The global banking industry has experienced healthy growth in recent years, registering a
compound annual growth rate (CAGR) of 4.7% between 2012 and 2016 to reach a value of
$134.1 trillion, according to data from research firm MarketLine.

4
1.3 Indian market

Indian banking introduction:

As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalized and
well-regulated. The financial and economic conditions in the country are far superior to any
other country in the world. Credit, market and liquidity risk studies suggest that Indian banks
are generally resilient and have withstood the global downturn well.

Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures may go a long way in helping the
restructuring of the domestic banking industry.

Market size:

The Indian banking system consists of 27 public sector banks, 22 private sector banks,
44 foreign banks, 56 regional rural banks, 1,589 urban cooperative banks and 93,550
rural cooperative banks, in addition to cooperative credit institutions.
Bank credit grew at 12.64 per cent year-on-year to US$ 1,326.78 billion on May 11,
2018 from US$ 1,131.47billion on May 12, 2017.

5
 INDIAN BANKING SYSTEM

Reserve Bank of India

Schedule Banks Non-Schedule Banks

Central co-op
State co-op Commercial Banks and Commercial Banks
Banks Banks Primary Cr.
Societies

Indian Foreign

Public Sector
Banks Private Sector HDFC,
Banks ICICI etc.

State Bank of Other Nationalized Regional Rural

India and its Banks Banks
Subsidiaries

6
MAJOR PLAYER IN INDIA
1. HDFC BANK LTD
2. ICICI BANK LTD
3. STATE BANK OF INDIA LTD
4. PUNJAB NATOINAL BANK LTD
5. BANK OF BARODA LTD
6. FEDERAL BANK LTD
7. AXIS BANK LTD
8. ING VYSYA BANK LTD
9. IDBI BANK LTD

7
1.4 THE GROWTH OF INDUSTRY IN INDIA

Investments/developments:
Key investments and developments in India’s banking industry include:

The bank recapitalization plan by Government of India is expected to push credit

growth in the country to 15 per cent and as a result help the GDP grow by 7 per
cent in FY19 ^.
Public sector banks are lining up to raise funds via qualified institutional
placements (QIP), backed by better investor sentiment after the Government of
India's bank recapitalization plan and an upgrade in India's sovereign rating by
Moody's Investor Service.
In May 2018, total equity funding's of microfinance sector grew at the rate of
39.88 to Rs 96.31 billion (Rs 4.49 billion) in 2017-18 from Rs 68.85 billion (US$
1.03 billion) .

Government Initiatives:

A new portal named 'Udyami Mitra' has been launched by the Small Industries
Development Bank of India (SIDBI) with the aim of improving credit availability
to Micro, Small and Medium Enterprises' (MSMEs) in the country.
Mr Arun Jaitley, Minister of Finance, Government of India, introduced 'The
Banking Regulation (Amendment) Bill,2017', which will replace the Banking
Regulation (Amendment) Ordinance, 2017, to allow the Reserve Bank of India
(RBI) to guide banks for resolving the problems of stressed assets.
As on January 4, 2018, the Lok Sabha has approved recapitalization bonds worth
Rs 80,000 crore (US$ 12.62 billion) for public sector banks, which will be
accompanied by a series of reforms.

The government and the regulator have undertaken several measures to strengthen the Indian
banking sector:

A two-year plan to strengthen the public sector banks through reforms and capital
infusion of US$ 32.5 billion, has been unveiled by the Government of India that
will enable these banks to play a much larger role in the financial system and give
a boost to the MSME sector. In this regard, the Lok Sabha has approved
recapitalization bonds worth US$ 12.62 billion for public sector banks, which will
be accompanied by a series of reforms, according to Mr Arun Jaitley, Minister of
Finance, Government of India.

8
 The Insolvency and Bankruptcy Code (Amendment) Ordinance, 2017 Bill has
been passed by Rajya Sabha and is expected to strengthen the banking sector.

Further initiatives:

The advancements in technology have brought the mobile and internet banking
services to the fore. The banking sector is laying greater emphasis on providing
improved services to their clients and also upgrading their technology infrastructure,
in order to enhance the customer’s overall experience as well as give banks a
competitive edge.

Many banks, including HDFC, ICICI and AXIS are exploring the option to launch
contact-less credit and debit cards in the market shortly. The cards, which use near
field communication (NFC) mechanism, will allow customers to transact without
having to insert or swipe.

Exchange Rate Used: INR 1 = US$ 0.016 as on FY2018.

9
 Part – II

Organization
Information

10
2.1ABOUT ORGANIZATION

INTRODUCTION:

HDFC Bank is known as Housing Development Finance Corporation Limited .

If ever there was a man with a mission it was Hasmukhbhai Parekh, Founder
and Chairman of HDFC Group.
HDFC BANK LTD was amongst the first to set up a bank in the private sector.
HDFC bank was incorporated on 30th August 1994 in the name of ‘HDFC Bank
Limited’, with its registered office in Mumbai. It commenced operations as a
Scheduled Commercial Bank on 16th January 1995.
It has 88,253 permanent employees as on 31st March 2018 and has a presence
in Bahrain, Hong Kong and Dubai.
HDFC Bank is India’s largest private sector lender by assets.
As of June 30, 2017, the bank's distribution network was at 4,715 branches and
12,260 ATMs across 2,657 cities and towns.
The bank also issued 235.7 Lacs debit cards and 85.4 Lacs credit card in FY 2017.

MISSION:
I. World Class Indian Bank
II. Benchmarking against international standards.
III. To build sound customer franchises across distinct businesses
IV. Best practices in terms of product offerings, technology, service levels, risk
management and audit & compliance

MERGERS AND ACQUISITION:

HDFC Bank merged with Times Bank in February 2000. This was the first merger
of two private banks in the New Generation private sector banks category.
In 2008, Centurion Bank was acquired by HDFC Bank.

11
BUSINESS STRATEGY
I. Increasing market share in India’s expanding banking
II. Delivering high quality customer service
III. Maintaining current high standards for asset quality through disciplined credit risk
management
IV. Develop innovative products and services that attract targeted customers and
address inefficiencies in the Indian financial sector.

AWARDS AND ACHIEVMENTS:

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian
Bank". We realised 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.

2018

BrandZ's Top 100 Global Brands List
14th Visa Asia Pacific Security
Summit
National Payments Excellence
Awards 2018
Barron's World's Top 30 CEOs
Dun & Bradstreet Corporate Award
2018
Federation of Indian Export
Organisation (FIEO)
Business Today Best Bank Awards
Dun & Bradstreet BFSI Awards 2018
Euromoney Private Banking and
Wealth Management survey 2018
HDFC Bank featured for the fourth time in the
BrandZ's Top 100 Global Brands List
India and South Asia Champion Security
Award 2018
HDFC Bank wins NPCI National Payments
Excellence Awards
Mr. Aditya Puri in Barron's Top 30 Global
CEOs for 4th year - Growth Leaders Category
Best Bank
Best Bank : Export Finance - Non MSME
Bank of the Year
Best in Innovation
Best Large Bank
Fastest Growing Large Bank
India's Leading Bank - Private sector
- Net-worth-specific services (High Net Worth
Clients US $ 5-30 MN)

12

10th BW Businessworld-PwC Best
Banks' (2017) Survey
- Asset Management
- SRI/Social Impact Investing
- International Clients
- Fastest Growing Large Bank
- Best Large Bank
- Lifetime Achievement Award - Mr. Aditya
Puri

BUSINESS SEGMENT

HDFC Bank offers a wide range of commercial and transactional banking services
and treasury products to wholesale and retail customers. The bank has three key business
segments:

Wholesale Banking Services:

The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian
corporate to small & mid-sized corporate and agri-based businesses. For these customers, the
Bank provides a wide range of commercial and transactional banking services, including
working capital finance, trade services, transactional services, cash management, etc. The
bank is also a leading provider of structured solutions, which combine cash management
services with vendor and distributor finance for facilitating superior supply chain
management for its corporate customers. Based on its superior product delivery / service
levels and strong customer orientation, the Bank has made significant inroads into the
banking consortia of a number of leading Indian corporate including multinationals,
companies from the domestic business houses and prime public sector companies. It is
recognized as a leading provider of cash management and transactional banking solutions to
corporate customers, mutual funds, stock exchange members and banks.

13
Retail Banking Services :

The objective of the Retail Bank is to provide its target market customers a full range
of financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and delivered
to the customers through the growing branch network, as well as through alternative delivery
channels like ATMs, Phone Banking, Net Banking and Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank
Plus and the Investment Advisory Services programs have been designed keeping in mind
needs of customers who seek distinct financial solutions, information and advice on various
investment avenues. The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It
is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA (VISA Electron) and issues the Master card Maestro debit card as
well. The Bank launched its credit card business in late 2001. By September 30, 2005, the
bank had a total card base (debit and credit cards) of 5.2 million cards. The Bank is also one
of the leading players in the "merchant acquiring" business with over 50,000 Point-of-sale
(POS) terminals for debit / credit cards acceptance at merchant establishments.

Treasury:

The bank has three main product areas - Foreign Exchange and Derivatives, Local
Currency Money Market & Debt Securities, and Equities.
Pricing on various treasury products are provided through the bank's Treasury team.
To comply with statutory reserve requirements, the bank is required to hold 25% of
its deposits in government securities.
The Treasury business is responsible for managing the returns and market risk on this
investment portfolio.

14
2.2 INTRODUCTION TO FINANCE, MARKETING, HR &
PRODUCTS

I-FINANCE DEPARTMENT

FUNCTIONS OF FINANCE DEPARTMENT:

Finance department is responsible for management of the organization’s cash flow

and ensuring there are enough funds available to meet the day-to-day payment.
Finance also encompass the credit and collection policies for organization.
It helps to forecast the future needs of expenses & income.
To advise day-to-day need of working capital and sourcing of long term finance.
To evaluate the cash flow and performance by reading balance sheet and profit & loss
statement.

15
BALANCE SHEET (IN CRORES):

16
PROFIT & LOSS ACCOUNT(IN CRORES):

17
II-MARKETING DEPARTMENT

INTRODUCTION:

Marketing department plays vital role in promoting business and mission of an organization.
It is the marketing department’s job to reach out to customers, investors or community, while
creating an overarching image that represent your company in a positive light.

Meaning:

According to Philip Kotler, ”marketing s human activity directed at satisfying needs and
wants through exchange process.”
Marketing is an important social economical activity. It is essential activity for satisfaction of
wants and for raising social welfare. Marketing links products and customer together for
mutual benefits.

MARKETING OF BANK SERVICES:

Marketing of banking is concern with product, place, price and promotion decision in the
changing, socio-economic and business environment. It means right activities and programs
at right place, @right time, @right price with right communication and promotion. The bank
deals customer directly. The bank marketing activities are concern with the designing of
product strategies keeping in view the needs and requirement of prospect.

PURPOSE OF BANK MARKETING:

Identify most profitable now and in future

Assessing the present and future needs of customer
Setting business development goals and making plans to meet them

18
HDFC BANK MARKET STRATEGY

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking themselves
against international standards and best practices in terms of
product offerings, technology, service levels, risk management and audit & compliance. The
objective is to build sound customer franchises across distinct
businesses so as to be a preferred provider of banking services for target retail and wholesale
customer segments, and to achieve a healthy growth in profitability, consistent with the
Bank's risk appetite. Bank is committed to do this while ensuring the highest levels of ethical
standards, professional
integrity, corporate governance and regulatory compliance. Continue to develop new product
and technology is the main business strategy of the bank.
Maintain good relation with the customers is the main and prime objective of the bank.

HDFC BANK Market Strategy Emphasizes The

Following:

Increase market share in India’s expanding banking and financial services industry by
following a disciplined growth strategy focusing on quality and not on quantity and
delivering high quality customer service.
Leverage our technology platform and open scalable systems to deliver more
products to more customers and to control operating costs.
Maintain current high standards for asset quality through disciplined credit risk
management.
Develop innovative products and services that attract the targeted customers and
address inefficiencies in the Indian financial sector.
Continue to develop products and services that reduce bank’s cost of funds.
Focus on high earnings growth with low volatility.

INITIATIVE TAKEN BY BANK:

HDFC embarked on a data-led marketing analytics campaigns ,using marketing

automation technology provided by Unica.
HDFC Bank has been using direct mailers, e-mails, and SMS for communicating to
target audience as they are the most cost-effective routes of addressing core target
audiences.
HDFC has also taken media base marketing and on-the-ground marketing activities.

19
III-HR DEPARTMENT

INTRODUCTION:

Human resources overall purpose is to ensure that the organization is able to achieve success
through people. HR professionals manage the human capital of an organization and focus on
implementing policies and processes. They can specialize in recruiting, training, employee-
relations or benefits.

Recruiting specialists find and hire top talent.

Training and development professionals ensure that employees are trained and have
continuous development. This is done through training programs, performance
evaluations and reward programs.
Employee relations deals with concerns of employees when policies are broken, such
as in cases involving harassment or discrimination.

HR IN BANKING:

The banking industry is a highly regulated powerhouse that stabilizes the economic
environment of nations around the world. Banks store sensitive, personal information about
their clients, and commercial banks often house more valuable inventory -- cash -- than other
retail operations. Bank employees, from executives to tellers, must have a higher level of
integrity and trustworthiness than employees in most other industries, making the role of HR
in banking that much more important.

I)Applicant Screening
Certain jobs do not really require a thorough background check, but any job in a bank
definitely does. Human resource departments in banks must go the extra mile to uncover the
criminal and financial history of job applicants, for the safety of their clients and their
organization as a whole. Banks are highly unlikely to hire candidates with financial fraud on
their records, for example, due to the sheer weight of temptation a position in a bank would
place on someone with that kind of history.

II)Bank Security
Human resources departments must design and monitor work processes to reduce
opportunities for internal theft and collusion. HR policies separate cash receiving, storage,
processing and disbursement, and record all activities via video surveillance. In the event that
an employee attempts to steal from a bank, the HR department must handle the legal
paperwork and administrative processes required by court proceedings.

20
III)Pay Decisions
As with other industries, HR professionals in banks have a hand in making decisions for pay
raises and promotions. Bank workforces are unique in that they often have two methods of
paying employees: salaries for back-office and other personnel, and commissions for sales
employees. Promotion decisions for salespeople selling loans and other financial products
differ from decisions to promote administrative staff. Banks' HR departments must manage
both equitably and strategically to develop the workforce.

IV)Executive Recruitment
The banking industry is highly competitive, and banks constantly navigate a legal minefield
that can devastate companies that step out of line. Finding the right executives is crucial in
any industry, but especially one in which competition is so fierce and legal compliance so
important. Human resources professionals in banks must go the extra mile to recruit the best
executive talent in the banking field, allowing their organizations to thrive and grow into the
future. Human resources departments in corporations must gain approval of the board of
directors before bringing someone in to fill an executive spot, as well

HR POLICIES OF HDFC:
HDFC believe that our employees are our most valuable asset. We make an effort to develop
the abilities and productivity of our staff. We encourage a work culture, foster relationship
with them at every level in the organization. and make them to express their views and share
their ideas to bring about improvements in the organization towards the achievement of the
common goal described in our vision and mission statements.

Our employees take pride in their work as they are given due respect, and by being
empathetic and sensitive to each others needs. We could make every endeavor to foster a
productive culture through out the Bank.

The Bank is a team –focused organization that is characterized by

Collaborative relationships;
Approachable and open communications;
Courteous ,efficient and effective services; and
Flexibility and fairness

21
PURPOSE:

The purpose of this policy is to ensure that the human resources values framework
incorporates four key principles, which are;

I)Communication

Bank’s management and staff will promote an environment where the principles of open
communication will be upheld. For the purpose of this policy ,open communication
encapsulates the idea of;

Mutual recognition an respect at all levels;

Freedom to express one’s views and a commitment to resolving any interpersonal
conflict;
Promotion and development of two way communication incorporating constructive
feedback;
Appropriate dissemination of dissemination of information.

II)Opportunity
Bank’s management and staff will promote a work environment that provides opportunity
for;

Improved work practices;

Support of individuals in pursuit of personal and career growth and
Encouragement of self development by recognizing and using individual strengths.

III) Innovation

Bank’s management and staff will promote an envioronment to encourage initiative leading
to flexibility and growth. This philosophy will facilitate improved work practices , which
meet organizational needs through the challenging of preconceived ideas.

IV) Individual

Bank’s management and staff acknowledge the importance of each individual’s contribution
to the work of the Bank by recognizing their qualities , strengths and abilities and sharing
these across the Bank.

22
ROLES AND RESPONSIBILITIES:

I) Board of Directors

Board will endeavor to provide;

direction and support to management and staff to attract ,retain ,motivate and develop
quality staff in order to achieve the Bank’s goals;
assistance to management and staff to focus on the performance and productivity of
individuals , teams and workgroups whilst meeting the Bank’s objectives;
remuneration under the current contract of employment and other employment
conditions consistent with legislative requirements.

II) HR Department

HR Department is responsible for;

regular review and development of human resource management practices;

periodic review of the work priorities to determine skill requirements needed to meet
the Bank’s strategic plan;
determination of an organizational structure that will facilitate and improve
teamwork; and
appointment and promotion of staff on merit and to ensure that treatment of all
employees is fair and equitable.

III) Managers

Managers are responsible for;

providing development opportunities for staff that relate to performance in order to

achieve organizational and individual needs;
agreed performance standards for staff and assistance with the achievement of
identified goals;
regular review and improve where necessary ,human resource structures and
processes in line with Board directions. This will facilitate best practice, work
flexibility and the ability to adapt quickly to changing needs;
constructive feedback with an aim to improve work practices and relationships; and
establishment and encouragement of team development

IV) Corporate Management

Corporate Management is responsible for:

Counseling for career path development to the respective employees.
provide necessary guidelines and directions to review and improve the skills of the
employees to the respective Managers.
providing coaching to the Managers to enable them to understand the hidden talents
of the employees.

23
 V) Employees

Employees are responsible for;

incorporation of the principles of this policy into their work practices and to make
themselves personally accountable for implementing the human resource values
framework;
use of initiative in relation to their own personal development;
utilization of their individual strengths in improvement of work practices;
achievement of organizational goals through participation in the development plans,
policies and procedures;
adherence to all policies ,procedures, agreed code of conduct and standards; and
assistance in the prevention of discrimination and the promotion of equal
opportunities when interacting with other employees.

24
PRODUCT DEPARTMENT:

PRODUCT OF HDFC BANK:

HDFC bank provide very large range of financial product to the customer for their better
financial transaction. The product of HDFC bank are:

SAVING ACCOUNT

Everyone needs a saving account to store away the surplus cash. The bank offers saving
account under various types starting from basic ac to premium ac with variety of features.
The interest rate on saving account are 4% p.a. which is calculated daily on the end of the day
balance. Followings are types of saving account:

Savings Account Interest Rate Minimum Balance Required

Savings Max Account 4.00% INR 25,000

Rs. 10,000 (urban branches)

Regular Savings Account 4.00% Rs. 5,000 (semi-urban branches)

Rs.2,500 (Rural Branches)

Rs. 10,000 (Urban branches),

Women's Savings Account 4.00%
Rs. 5,000 (Semi Urban branches)

Kids Advantage Account 4.00% INR 5,000

Senior Citizens Account 4.00% INR 5,000

Family Savings Group Account 4.00% INR 40,000

Basic Savings Bank Deposit Account 4.00% Not Required

Institutional Savings Account 4.00% Not Required

BSBDA Small Account 4.00% Not Required

25
SALARY ACCOUNTS

The bank offers multiple types of salary ac to suit the needs of all types of corporate. The
salary account offers various features to accountholders like free insurance coverage. The
salary ac types are as follow:

➢ Premium salary ac
➢ Regular salary ac
➢ Defense salary ac
➢ Salary family ac
➢ Classic salary ac
➢ Reimbursement salary ac
➢ Basic saving bank deposit ac-salary

CURRENT ACCOUNT

HDFC Bank offers a number of customized current account options which are customized to
suit the individual requirements of customers. The accounts do not limit the number of daily
transactions and provide a host of benefits. Given below are some of the popular current
accounts offered by HDFC bank.

ULTIMA Current Account

ULTIMA is an ideal solution for businesses looking for features beyond the normal current
account options. It is designed keeping in mind the transaction requirements of
manufacturers, distributors, multispecialty hospitals, etc.

Supreme Current Account

The Supreme Current Account offered by HDFC Bank helps large traders to manage their
transactions with ease. It also provides access to the most advanced and secure form of
internet banking and mobile banking services.

Apex Current Account

It’s a dynamic current account which offers a wide range of value added services. Customers
can take the advantage of cash deposit limits equal to 10 times the average monthly balance
of the previous month. Customers can also avail free demand drafts and pay facility.

EZEE Current Account

This account is best suited for those who traders who operate across various cities. Customers
can enjoy combined cash deposit limits across all branches in the country. If you have opened
an account in semi-urban and rural branches, then you can avail discounts on the average
quarterly balance requirements.

26
Max Current Account
The Max Current Account offers a dynamic cash deposit limit at any branch across the
country. The cash limit offered under the Max Current Account is equal to 10 times the
current month average monthly balance.

Agri Current Account

As the name suggests, the current account offers a number of features to agricultural
industries to help them achieve maximum benefits on the deposits. Customers can send and
receive cheque payments anywhere in the country. Also, no charges are deducted on deposits
up to Rs.10 lakhs.

Plus Current Account

This account is designed for businessmen who deal with suppliers in different parts of the
country. Its allows the customer to deposit cash across all HDFC bank networks and provides
additional 50 pay per orders and 50 demand drafts which can be issued at any branch.

Current Account for Hospitals and Nursing Homes

The account allows free unlimited collection of funds through RTGS and NEFT, and
provides monthly cash deposits up to Rs.10 lakhs. In addition to that, you can also avail 30
demand drafts and pay orders each month.

LOANS
HDFC is leader in home sector and also provides various loans @ attractive interest rate.

➢ Personal loan
➢ Business loan
➢ Car loan
➢ Home loan
➢ Two-wheeler loan
➢ Gold loan
➢ Education loan
➢ Rural loan
➢ Loan on assets

27
CREDIT CARDS
Here is the list of credit cards from HDFC banks. You can find one according to your needs-

1)REGULAR CARDS
The first one is the most commonly used credit card
and every HDFC bank customer has one. The brand
name of the credit card for regular category
is Platinum Plus.

You can use this card for almost every purpose from
shopping to fueling your car. Here are some of the
features of Platinum Plus card given by the HDFC
bank.

2)PROFESSIONAL CARDS

Second category is of professional credit cards. HDFC offers two types of cards in this
category. The first one is Doctor’s Superia and the other one is Teacher’s Platinum.

❖ Doctor’s Superia
❖ Teacher’s Platinum.

3)PREMIUM CARDS
Premium comes with three different categories.

➢ World Master card

➢ Dinner Club Premium
➢ Dinner Club Reward
➢ Visa Signature

4)PREMIUM WOMEN

This credit card is perfect for all women’s need. The card name is Solitaire.
Solitaire is woman friendly card and you get Rs 1000/- Shoppers stop vouchers on Rs
75,000/- spends every 6 months. Plus 50% rewards on grocery and dining.

28
5)SUPER PREMIUM CARD

Super premium comes with three brand names

INFINIA
There is no pre limit

Regalia
Regalia is good for only travel and luxury benefits

Diner Club Black

It is international credit card with huge benefits. You gain access to elite golf clubs in India as
Green Fee Player.

6)FEATUIRED CARDS

Featured card is very basic one. There are four different categories of credit cards here

Jet Privilege card

Again the travel privileges are exclusive. Welcome benefit is up to 10000 bonus and one way
base fare waiver for Jet airways ticket. You also get 10 kg of access luggage relief.

Platinum Times Card

You get flat 25% off on movie tickets and up to 20% off on dining in top hotels of the
country. The offer is for 365 days of the year.

Titanium Times Card

Same as Platinum card you get flat 25% off on movie tickets but up to 15% off on dining in
top hotels of the country.

7)PREMIUM TRAVEL CARDS

➢ Superia
➢ All miles

8) CASH BACK CARDS

Here you can enjoy cash back on everyday shopping.

➢ Platinum Edge
➢ Titanium Edge
➢ Money Back

29
9)COMMERCIAL CARDS

Commercial is best suited for commercial needs of big businesses.

➢ Business Platinum
➢ Corporate Platinum
➢ Corporate World Mastercard
➢ Corporate Card

DEBIT CARDS

All residents of India and NRIs can apply for HDFC Bank debit cards and enjoy privileges
and offers. A person having a savings account / current account / super saver account / salary
account is eligible for HDFC debit card.

➢ Times Points Debit Card

➢ Jet Privilege HDFC Bank World Debit Card
➢ Imperia Platinum Chip Debit Card
➢ Platinum Debit Card
➢ Titanium Royale Debit Card
➢ Gold Debit Card
➢ Titanium Debit Card
➢ Debit Card

DEPOSITES

Individual who wish to save money for long terms with a view to higher rate of interest seek
to invest money in term deposit account which guarantee higher interest rate. HDFC BANK
offers various deposit account @ higher interest rate.

➢ Regular fixed deposit

➢ Recurring deposit
➢ 5 year tax saving fixed deposit
➢ Safe deposit locker

30
INVESMENT AND INSURANCE SERVICE
Nowadays a ward investment is becoming more popular. Person invest their money in to
various schemes or in to the gold or share market etc. but some time he is in to the difficult
situation, for that bank help person invest wisely through financial and investment services.
Types of investment: -

Mutual Funds
Invest through the Mutual Fund route to meet varied investment objectives.

GENERAL AND HEALTH INSURANCE

Complete protection for business, health, travel & more.

Insurance
Traditional Plans Unit Linked Plans
HDFC children's PLAN HDFC Unit Linked Young Star Plus II
HDFC Money Back Plan HDFC Unit Linked Young Star Suvidha
HDFC Savings Assurance Plan HDFC Unit Linked Young Star Suvidha Plu
HDFC Assurance Plan HDFC Unit Linked Pension
HDFC Term Assurance Plan HDFC Unit Linked Pension Plus
HDFC Loan Cover Term Assurance Plan HDFC Unit Linked Endowment Plus II
HDFC Endowment Assurance Plan HDFC Unit Linked Endowment Suvidha.
HDFC Single Premium Whole of Life Insurance HDFC Unit Linked Endowment Suvidha

HDFC Unit Linked Enhanced Life Protection

FOREX AND TRADE ERVICE

Nowadays businesses becoming worldwide e.g. India to America but main problems are
about monitory transaction because at every country the currency become changed so for that
banks are playing a very important for the businesses.

31
If people need to deal in foreign currency and keep tabs on exchange rates every now and
then, transfer monies to India, make payments etc., HDFC Bank has a range of products and
services that people can choose from to transact smoothly, efficiently and in a timely manner.

PAYMENT SERVICE
HDFC Bank's payment services, person can bid goodbye to queues and paper work. Bank’s
range of payment options make it easy for pay for a variety of utilities and services .

Verified By Visa
Do you want to be worry free for your online purchases. Now you can shop securely online
with your existing Visa Debit/Credit card.

Net Safe
Now shop online without revealing your HDFC Bank Credit Card number. What more, you
can now use your HDFC Bank Debit Card also for online purchases.

Merchant Services
Accept all Visa, MasterCard, credit and Debit cards at your outlets through state of the art
POS Machines or through your website and experience hassle free payment acceptance.

Prepaid Mobile Refill

If you are an HDFC Bank Account holder, you can now recharge your Prepaid Mobile Phone
with this service.

Bill Pay
Pay your telephone, electricity and mobile phone bills at your convenience. Through the
Internet, ATMs, your mobile phone and telephone - with Bill Pay, our comprehensive bill
payments solution.

32
Visa Bill Pay
Pay your utility bills from the comfort of your home! Pay using your HDFC Bank Visa credit
card and forget long queue and late payments forever

Pay Now
Use your HDFC Bank Credit Card to pay your utility bills online, make subscriptions and
donations; no registration required. Enjoy credit free period and reward points as per your
credit card features.

Insta Pay
Pay your bills, make donations and subscribe to magazines without going through the hassles
of any registration.

Direct Pay
Shop or Pay bills online without cash or card. Debit your account directly with our Direct Pay
service!

Visa Money Transfer

Transfer funds to any Visa Card (debit or credit) within India at your own convenience
through HDFC Bank's Net Banking facility.

e-Monies National Electronic Funds Transfer

Transfer funds from your account to other Bank accounts across India - FREE of cost.

Online Payment of Excise & Service Tax

Make your Excise and Service Tax payments at your own convenience through HDFC Bank's
Net Banking facility.

33
2.3 ORGANIZATION STRUCTURE

ORG. STRUCTURE @MORVI BRANCH

Managing Director
Mr.Aditya Puri

Country Head
Mr.Navin Puri

Regional Head
Mr.Ravi Narayan

Zonal Head
Mr.Thomas Jose

Cluster Head
Mr.Susil Vohra

Branch Head Morvi

Mr.Ashish Selera

Other authorities @ Morvi Branch are

P.B Authorizer-: Mr. Amit Barot

Relationship Manager:-Mr. Zahirabbas Sherasia
Assistant Manager:-Mr. Amarsing Kumar
Investment RM:-Mr. Deepak Tangi
Teller Authorizer:-Mr. Bhavin

34
HDFC Bank's Board of Directors comprises eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC Ltd. are also on the Board.

Various businesses and functions in the Bank are headed by senior executives with work
experience in India and abroad. They report to the Managing Director. The Bank is focused
on recruiting and retaining the best talent in the industry as it believes that its people are a
competitive strength.

2.4 SWOT ANALYSIS

S-STREANTH OF HDFC BANK

HDFC bank is the second largest private banking sector in India having 2,201
branches and 7,110 ATM’s
HDFC bank is located in 1,174 cities in India and has more than 800 locations to
serve customers through Telephone banking
The bank’s ATM card is compatible with all domestic and international Visa/Master
card, Visa Electron/ Maestro, Plus/cirus and American Express. This is one reason for
HDFC cards to be the most preferred card for shopping and online transactions
HDFC bank has the high degree of customer satisfaction when compared to other
private banks
The attrition rate in HDFC is low and it is one of the best places to work in private
banking sector
HDFC has lots of awards and recognition, it has received ‘Best Bank’ award from
various financial rating institutions like Dun and Bradstreet, Financial express, Euro
money awards for excellence, Finance Asia country awards etc
HDFC has good financial advisors in terms of guiding customers towards right
investments

W-WEAKNES OF HDFC BANK

HDFC bank doesn’t have strong presence in Rural areas, where as ICICI bank its
direct competitor is expanding in rural market
HDFC cannot enjoy first mover advantage in rural areas. Rural people are hard core
loyals in terms of banking services.
HDFC lacks in aggressive marketing strategies like ICICI
The bank focuses mostly on high end clients
Some of the bank’s product categories lack in performance and doesn’t have reach in
the market
The share prices of HDFC are often fluctuating causing uncertainty for the investors

35
O-OPPORTUNITIES OF HDFC BANK

HDFC bank has better asset quality parameters over government banks, hence the
profit growth is likely to increase
The companies in large and SME are growing at very fast pace. HDFC has good
reputation in terms of maintaining corporate salary accounts
HDFC bank has improved it’s bad debts portfolio and the recovery of bad debts are
high when compared to government banks
HDFC has very good opportunities in abroad
Greater scope for acquisitions and strategic alliances due to strong financial position

THREATS OF HDFC BANK

The non banking financial companies and new age banks are increasing in India
The HDFC is not able to expand its market share as ICICI imposes major threat
The government banks are trying to modernize to compete with private banks
RBI has opened up to 74% for foreign banks to invest in Indian market

36
 Part – III

Primary Study

37
3.1 INTRODUCTION TO STUDY

The report contains the organizational study done @HDFC bank. The report title is
“CUSTOMERS PREFERANCE TOWARDS SERVICES PROVIDED BY HDFC BANK”
The report gives an overview of the banking sector and company profile and awareness of
customers about different types of product and services provided by HDFC bank.
HDFC Bank provide many services which includes savings ac, current ac, deposits,
insurance, SIP(systematic investment planning), d-mat ac etc.. and purpose of this study is to
understand customers awareness and preference toward these services.

3.2 LITURATURE REVIEW

1. Rathamani.P (2002) in his study on “customer satisfaction towards private sector banks”
determines the changing dynamics of banking industry driven by the growth of increase in
personal consumption of customer on account rising income and increasing family incomes.

2. John.s.Gabriel (2005) “challenges faced on by private sector banks” said that banking
industry mainly focus on the consumer his needs and requirements rather than profit
maximization.

3. Mukta kamplikar (2005) in his study entitled “managing the evidence of services
includes people process and physical evidence the human actors who play a point in service
that affect quality the actual set of steps and the efficiency of these environment”.

4. Vijaykumar.T (2007) in his studied entitled “the challenge of customer relationship

approach for net banking” customer company relationships are increasingly topical for
business practioners and researchers the main tasks are identifying, establishing, maintaining,
enhancing and terminating relationship with customers with the objective of achieving
mutual satisfaction.

5. Chakarabarty (2009) in his study “customer service in banking industry is of the view
that in a service industry like banks the quality of customer services hold great significance
particularity in the context of sustained business growth”.

3.3 BACKGROUND OF THE STUDY

This study is undertaken @ HDFC branch based on Morvi district where we approach few
customers and ask them few questions to understand their perception for HDFC banking
facility. We try to understand that how well they are aware of banking services and how
much they prefer use HDFC bank for banking.

38
3.4 PROBLEM STATEMENT

To measure the status of customers perception based on satisfaction level, product awareness,
preference and usage rate of banking service of HDFC bank in the mind of customer.

3.5 RESEARCH OBJECTIVE

Purpose of the study is to find out customers satisfaction, awareness and preference for
HDFC bank product. Research objectives are:-

Customers sentiments on the various services provided by bank.

To measure the awareness level of people regarding banking services offered by
bank
To evaluate overall satisfaction level of customers regarding services and products
offered by the bank

39
4.0 RESEARCH METHEDOLOGY

Research methodology is a process used to collect information and data for the purpose of
making business decisions. The methodology may include publication research, interviews,
surveys and other research techniques, and could include both present and historical
information.

4.1 RESEARCH DESIGN

A research design is a systematic approach that a researcher uses to conduct a scientific

study. It is the overall synchronization of identified components and data resulting in a
plausible outcome. To conclusively come up with an authentic and accurate result,
the research design should follow a strategic methodology, in line with the type of research
chosen.
In this report I have used descriptive research technique.
Descriptive research is used to describe characteristics of a population or phenomenon being
studied. This research includes survey and fact-finding inquiries of different kind.

4.2 SOURCE OF DATA

Primary data is the data which is collected through personal contact.

Through questionnaire- The questionnaire is written set of questions

Through personal contact- in personal interaction ask question in face-to-face contact
to other person

Secondary data is the data which are available in the form of fact and figures. The source of
secondary data are:

Websites
Magazines
Articles

40
4.3 DATA COLLECTION METHOD

For data collection I have used questionnaires.

4.4 POPULATION

My sample size for this project is 35 respondents.

4.5 SAMPLING METHOD

For this project I have used convenient sampling method.

Convenience sampling (also known as availability sampling) is a specific type of non-

probability sampling method that relies on data collection from population members who are
conveniently available to participate in study.

4.6 SAMPLING FRAME

Here I have used pie and graph as frame to interpret data.

41
4.7 DATA ANALYSIS & INTERPRETATION

1) Since how many year you are dealing with bank?

Years Response
Less than 1 year 7
1 to 2 year 9
3 to 5 year 13
More than 5 year 6
Total 35

Response

17% 20% Less than 1 year

1 to 2 year
3 to 5 year
26%
37%
More than 5 year

Interpretation:

26% Respondents have their account in HDFC bank for more than 5 years
17% Respondents are new account holders in bank

42
 2) what kind of facility are you using @HDFC bank?
Services Response
Saving ac 11
Current ac 15
Salary ac 6
other(D- 3
mate
Total 35

Response

9%

31%
17% Saving ac
Current ac
Salary ac
other(D-mate

43%

Interpretation:

From above chart it is clear that 31% respondents are saving account holder
Major respondents are current account holder
9% respondents are other account holders which includes D-mat account and others
17% are salary account holders

43
3)Are you aware of other services provided by HDFC bank?

Options Response
Yes 21
No 14
Total 35

Response

No
40%

Yes
60%

Interpretation:

This chart shows that 60% Respondents are aware of other different facilities
provided by HDFC bank while other are unknown.

44
4)What kind of additional service would like to have?

Services Response
Mobile 7
banking
ATM 8
Net banking 14
Bill payment 6
Total 35

Response

Bill payment
17% Mobile banking
20%

ATM
Net banking
23%
40%

Interpretation:

Chart shows that most of respondents are interested in net banking with 40% strength
17% interested in ATM service
20% like to use mobile banking
23% like to have bill payment

45
5) Are you aware of any other extra services?
Services Response
Loan 16
Insurance 8
FD 4
Mutual
funds 7
Total 35

Response

Mutual funds
20%
Loan
46%
FD
11%

Insurance
23%

Interpretation:

46% respondent selected loans which shows highest level of awareness

Few respondents are aware about Fixed Deposits with 11% strength
23% respondent selected insurance while 20% has selected Mutual fund

46
6) What is your perception regarding service of HDFC bank?
Ratings Response
Very satisfactory 10
Satisfactory 18
Good 5
Poor 2
Total 35

Response

Poor
6%
Good
15%
Very satisfactory
26%

Satisfactory
53%

Interpretation:

53% respondent are satisfy with HDFC bank while 6% say that services are poor
15%,26% respondents says that services are good and satisfactory

47
CHI SQUARE TEST:
• What is the perception of customer regarding services of HDFC bank?
RATING/AGE <25 yr 26-30 yr 31-35 yr >35 yr Total
Very 7 1 1 6 15
satisfactory
Satisfactory 5 3 3 2 13
Good 3 1 - 1 5
Poor 2 - - - 2
Total 17 5 4 9 35

Calculate the hypothesis of co-relation between customers perception on banking

product and age group of customer.

Calculation :

𝐻0 : There is no association between perception of customer and age

𝐻𝛼 : There is association between age of customer and age

𝒇𝒐 𝒇𝒆 (𝒇𝒐 − 𝒇𝒆) (𝒇𝒐 − 𝒇𝒆)𝟐 (𝒇𝒐 − 𝒇𝒆)𝟐

𝒇𝒆
7 7.29 1.29 0.02 0.01
5 2.14 -2.86 8.18 3.82
3 1.71 1.29 1.66 0.99
2 3.86 -1.86 3.46 089
1 6.31 -5.31 28.2 4.46
3 1.86 1.14 1.3 0.7
1 1.46 -0.46 0.21 0.14
0 3.34 -3.34 11.16 3.34
1 2.43 -1.43 2.04 0.84
3 0.71 2.29 5.24 7.38
0 0.57 -0.57 0.32 0.56
0 0.43 -0.43 0.18 0.41
6 0.97 5.03 25.3 26.08
2 0.27 1.71 2.92 10.06
1 0.23 0.27 0.07 0.30
0 0.51 -0.15 0.02 0.03
60.07

48
 𝟐
(𝒇𝒐 − 𝒇𝒆)𝟐
𝒙 =
𝒇𝒆
= 60.07

Here, 𝜶 = 𝟎. 𝟎𝟓

𝐝𝐟 = (𝐜 − 𝟏)(𝐫 − 𝟏)
=(4-1)(4-1)
=𝟗

𝑥 2 Tabulated= 16.91
𝑥 2 Calculated= 60.07

∴ 𝑥 2 Calculated>𝑥 2 tabulated

𝐻0 : = Accepted
𝐻𝛼 : = Rejected

Conclusion :
Here is no association between perception of customer and age group due to higher
value of calculate chi square.

49
7) Any problem you are facing regarding HDFC bank?
Issue Response
Employee 5
Behavior
Facility 12
Time issue 13
Others 5
Total 35

Response

Others Employee
14% Behavior
15%

Time issue Facility

37% 34%

Interpretation:

37% respondents has issue regarding time spend on waiting

34% has says facility is poor
A5%and 14% respondent are facing problem with employees and other issues

50
8) How likely you will recommended HDFC bank Services?

Rating Sales
Very likely 11
likely 13
Somewhat 8
Unlikely 3
Total 35

Sales

Unlikely
9%

Very likely
Somewhat 31%
23%

likely
37%

Interpretation:

37% respondents are willing to suggest their friend to join GDFC bank
8% are unwilling to recommend

51
9) What is your overall satisfaction rating with bank?
Rating Response
Very 11
satisfactory
Satisfactory 13
Good 8
Poor 3
Total 35

Response

Poor
9%

Good
23% Very satisfactory
31%

Satisfactory
37%

Interpretation:

37% respondent says that they are satisfy with services while 31% are very satisfy
with HDFC bank’s facility
9% respondents provide poor rating

52
5.0 FINDINGS
Majority of customer are satisfy with HDFC bank service and prefers to use HDFC
bank
Majority of customers are aware of services provided by HDFC bank
Majority of customers fined banking facility of HDFC bank satisfactory
Majority of customers are willing to recommended HDFC bank to their friends
Respondents says that they are facing issues regarding time and facility while few has
some issue with employee behavior
The perception of customer regarding the bank is satisfactory because majority of the
customer are satisfy with the bank and they also recommend the product of the bank
The more prefers extra service is Net banking and less prefers service are bill
payment, ATM and mobile banking
Majority of customer are satisfy with dealing of employees
Main factor that attracts customers towards banks are services of bank

5.1 CONCLUSION

At the end I would like to conclude that the Indian banking market is growing at an
astonishing rate. HDFC bank has distribution network of 4,715 branches and 12,260 ATMs
across 2,657 cities in India. the majority of customers are prefers HDFC bank but bank
should target rest of customer who are not satisfied. customers are aware about bank services
but bank should try to create more awareness among people.

More stress should given on the advertisement and promotion activities

The bank should make more effort in improving good relationship with customer
The bank should enhance their service according to customer
The bank should make its procedure less time consuming
The bank should make effort to aware the customer about all their extra services

5.2 LIMITATION OF THE STUDY

I am sure that in this project there would be few shortcomings sincere effort has been made to
eliminate errors as far as possible but few would remain due to limitation of study. There are:

Limited sample size

The information given by respondents might be bias
Some of respondent might not be interested to give correct information

53
6.0 BIBLIOGRAPHY

www.en.wikipedia.org
www.bankbazaar.com
www.hdfcbank.com
www.wikihow.com
www.scholar.google.co.in
www.campusoxide.com
www.blog.edusson.com
www.marketing91.com
www.quora.com
www.moneyconnexion.com

54
ANNEXURE(QUESTIONNAIR)

NAME:__________________ AGE:_________________

OCCUPATION:_____________________

ANNUAL INCOME:_________________

MOBILE NUMBER:______________

1)Since how many year you are dealing with bank?

A) Less than 1 year B) 1 to 2 year

C) 3 to 5 year D) More than 5 year

2)What kind of facility are you using @HDFC bank?

A) Saving ac B) Current ac
C) Salary ac D) Others(D-mat

3)Are you aware of other services provided by HDFC bank?

A) Yes B) No

4)What kind of additional service would like to have?

A) Mobile banking B) ATM
C) Net banking D) Bill payment

5) Are you aware of any other extra services?

A) Loan B) Insurance
C) Fixed deposit D) Mutual funds

6)What is your perception regarding service of HDFC bank?

A) Very satisfactory B) Satisfactory
C) Good D) Poor

55
7) Any problem you are facing regarding HDFC bank?

A)Employee behavior B) Facility

C) Time issue D) Others

8) How likely you will recommended HDFC bank Services?

A) Very likely B) Likely

C) Somewhat D) Unlikely

9) What is your overall satisfaction rating with bank?

A) Very satisfactory B) Satisfactory
C) Good D) Poor

THANK YOU FOR SUPPORT.

56
57