Summer Internship Project Report

On

A study on financial products offered by HDFC Bank

and

Analysis of the Customer’s Attitude, perception & satisfaction level

Submitted in the partial fulfilment of the

Requirements for the award of

Masters of Business Administration

& Post Graduate program in Management

Submitted To: Submitted By:

Mr .Jasmeet Mokha Aayushi Tandon

Branch Manager MBA (batch 2017-19)

HDFC BANK-Phase 3B2, AGBS, Chandigarh

Mohali

DECLARATION

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I certify that the work embodied in the project titled “A study on financial products offered
by HDFC Bank and Analysis of the Customer’s Attitude, perception & satisfaction level”
submitted in the partial fulfilment of the requirements of Master of Business Administration
at Amity Global Business School, Chandigarh is the original work carried out by me and has
not been submitted in the past or currently for the award of any degree/diploma.

AAYUSHI TANDON

ACKNOWLEDGEMENT

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“It was not possible to prepare a project report without the assistance and encouragement
of other people. This one is certainly no exception.”

With immense pleasure, I would like to present the report for HDFC Bank. It has been an
enriching experience for me to undergo my summer training program at HDFC BANK, which
would have not been possible without the support and help of the people around. As a
student of Amity Global Business School I would like to express my sincere thanks to all
those who helped me during my summer training programme.

I am very thankful to Mr. Jasmeet Mokha (Branch Manager) and Mr. Ankush Taneja
(Relationship manager) who helped me in sharpening my thinking by cheerfully providing
challenging comments and questions and provoking me to work my level best to get the best
out of myself from this two months training programme.

The ultimate motivators, helpers and the ones who made me comfortable working in bank
was the staff of the branch; My sincere thanks to each one of them for their welcoming
nature and support.

My sincere thanks is also extended to Dr.Shivali Dhingra (Director, Amity Global Business
School, Chandigarh)for giving me this opportunity to work with India’s leading bank ,she
have been supportive at every stage. I am also grateful to Dr.Babita Dosajh (Faculty guide)
who helped me in my report at every stage with all her support and knowledge to complete
this summer internship successfully.

AAYUSHI TANDON

CERTIFICATE

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This is to certify that Ms. Aayushi Tandon a student of MBA+PGPM, Amity Global Business
School, Chandigarh Batch 2017-2019. She has undergone her summer internship in HDFC
BANK under the topic “ A study on financial products offered by HDFC Bank and Analysis of
the Customer’s Attitude, perception & satisfaction level” the behaviour of both the
customers and employees of HDFC bank .She has completed her project under my guidance
and her work is found to be satisfactory”.

Certified that this work is suitable for submission for the partial fulfilment of the
requirement of MBA degree.

Date:

13th July’2018 Dr. Babita Dosajh

Faculty guide’s signature:

Amity global business school

TABLE OF CONTENT

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Serial Number Chapters Page number
1. Introduction to Banking 6
System and its Origin
2. Company profile 10
3. New to Bank - 15
 Potential customers
 Study on CASA
 Services provided by
HDFC Bank
4. Objectives & Research 34
Methodology
5. Data Interpretation & 37
Analysis
6. Limitations 52
7. Recommendations & 53
suggestions
8. Achievements 54
9. Appendix 55
10. Bibliography 58

ORIGIN OF THE BANKING SYSTEM

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 A financial institution that accepts deposits from the public and create credits, Lending
activities can be performed either directly/indirectly through capital market. Due to their
importance in the financial stability of the company, banks are highly regulated in the most
of the countries. Most nations have institutionalized a system known as fractional reserve
banking under which bank hold liquid assets equal to only a portion of their current
liabilities .

In addition to other regulations intended to ensure liquidity, banks are generally subject to
minimum capital requirements based on an international set of capital standards known a
Basel accords banking in its modern sense evolved in the 14th century in the prosperous
cities of renaissance Italy but in many ways was a continuation of ideas and concepts of
credit and lending that their roots in the ancient world.

Banking began with the first prototype banks of merchants of the ancient world, which
made grain loans to farmers and traders who carried goods between cities and this system is
known as barter. This began around 2000 BC in Assyria and Babylonia. Later in ancient
Greece and during the Roman Empire, lenders based in temples made loans and added two
important innovations they accepted deposits and charged money .The origin of modern
banking can be traced to medieval and early renaissance Italy , to the rich cities in the centre
and North like Florence ,Lucca, Sienna, Venice , and Genoa.

Modern banking practices including fractional reserve banking and issues of banknotes,
emerged in 17th and 18th century. Merchants started to store their gold with goldsmiths of
London , who possessed private vaults and charged a fee for that service .In exchange for
each deposit of precious metal , the goldsmiths issued receipts certifying the quality and
purity of the metal they held as a bailey ,these receipts could not be assigned , only the
original depositor could collect stored goods ; gradually the goldsmiths began to lend the
money out on behalf of the depositor ,which led to the development of modern banking
practices ,Promissory notes were issued for money deposited as a loan to the gold smith
.The goldsmith paid interest for these deposits. Since the promissory notes were payable on
demand , the advances (loans) to the goldsmith’s customers were repayable over a longer
time period , this was an early form of fractional reserve banking .The promissory notes
developed in to an assignable instrument which could circulate as a safe and convenient
form of money backed by the Goldsmith‘s promise to pay , allowing goldsmith’s promise to
pay , allowing goldsmith’s to advance loans with little risk of default. Thus the Goldsmith’s of
London became the forerunners of banking by creating new money based on credit .

FUNCTIONS OF A BANK

The major functions of a bank include the following –

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  Accepting deposits and extending loan –At the most basic level ,what banks do is
fairly simple .Banks accept deposits from customers ,raise capital from investors or
lenders and then use that money to make loans ,by securities and provide other
financial services to the customers .These loans are then use that money to extend
loans buy securities and provide other financial services to customers . These loans
are then used by people and business to buy goods or expand business
operations ,which in turn lead to more deposited funds that make their way to banks
.If bank can lead money at a higher interest rate than they have to pay for funds and
operating costs they make money.
 Providing safety to the customers – Banks aim at providing security and convenience
to their customers .As a part of original purpose of banks is to offer customers a safe
keeping for their money .As by keeping physical cash there are risks of loss due to
theft and accidents so banks give a safe option of keeping money in your pocket but
with greater safety in for of plastic cards.
 Act as a payment agent –Banks also serves often underappreciated roles as payment
agents within a country and between nations .Not only do banks issue debit cards
that allow account holders to pay for goods with the swipe of card, they can also
arrange wire transfers with other institutions .Banks essentially underwrite financial
transactions by lending their reputation and creditability to the transaction
 Time deposits –It refer to deposits that are basically for a certain duration of time
.Banks pay higher interest on time deposits. These deposits can be withdrawn only
after a specific period of time is completed by providing a written notice to the bank.
 Collecting Income –This constitute among the major function of commercial banks
.Commercial banks collect dividend , pensions, salaries ,rents and interests on
investment on behalf of their customers . A credit voucher is send to the customers
for information when any income is collected by the bank .
 Providing locker facilities –Implies that commercial banks helps in providing locker
facilities to the customers for safe keeping of jewellery , shares , debentures and
other valuable items. This minimise the risk due to theft at home.
 Dealing in the foreign exchange-Implies that commercial banks help in providing
foreign exchange to businessmen dealing in exports and imports .However
,commercial banks need to take the permission of the central bank for dealing in
foreign exchange .
 Creating money-It refers to the important functions of commercial banks that helps
in increasing money supply .
INTRODUCTION TO HDFC BANK

The Housing Development Finance corporation Limited (HDFC) was amongst the first to
receive an ‘in principle’ approval from Reserve Bank of India (RBI) to set up a bank in the
private sector ,as a part of RBI’s liberalization of the Indian Banking Industry in 1994.The

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Bank was incorporated in August 1994 in the name of ‘HDFC Bank Limited’ with its
registered office in Mumbai .HDFC Bank commenced operations as a scheduled commercial
bank in January 1995 .HDFC is India’s premier housing finance company and enjoys an
impeccable track records in India as well as in international market .Since its inception in
1997 , 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 market , a strong market reputation ,
large shareholder base and unique customer franchise , HDFC was ideally positioned to
promote a bank in the Indian environment .

HDFC Bank began operations in 1995 with a simple mission to be a “world class Indian
bank”. They realised that only a single minded focus on product quality and service
excellence would help them get there .Today they can proudly say that they are well on their
way towards that goal.

HDFC BANK is an India based banking company engaged in providing a range of banking and
financial services including commercial banking and treasury operations .The bank has a
network of 4281 branches and 12054 automated teller machine (ATM).

 Awarded for best performance in Micro finance by NABARD ,2016.

 Bank of the year & best digital banking initiative award 2016 by KPMG.
 Best managed public company – India in Finance Asia polls 2015.
 The Financial express India’s best banks award 2015.
 It is listed in Asia’s Fab 50 companies for nine years and ranks 376 in Global 2000
companies list of forbes.

HISTORY OF HDFC BANK

HDFC BANK LTD was incorporated in August 1994in the name of ‘HDFC Bank LTD’ with its
registered office in Mumbai ,India .HDFC Bank commenced its operations as a scheduled
commercial bank in 1995 .

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If ever there was a man with mission it was Hasmukh bhai Parekh, founder and chairman –
Emeritus , of HDFC group .HDFC BANK LTD was amongst the first to set up a bank in the
private sector .The Bank was incorporated on 30th August 1994 in the name of HDFC BANK
LIMITED .The bank has grown constantly and it is the leading players in the industry .

HDFC BANK LTD 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 1997, the
corporation has maintained a consistent and healthy growth in its operations to remain the
market leader in mortgages.

In a milestone transaction in the Indian Banking Industry , Times bank was merged with
HDFC BANK LTD effective February 26,2000.

The major milestones had been:

 Nationalisation of Banks in 1960.

 LPG Reforms by government in 1990.

Today all the banks comes under the schedule II Of Reserve bank of India Act.

MISSION OF HDFC BANK

 World class Indian bank.

 Benchmarking against international standards.
 To build sound customer franchisees across distinct businesses.
 Best practices in terms of product offerings, technology, service levels, risk
management, audit & compliance.

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 VISSION STATEMENT OF HDFC BANK
The HDFC Bank is committed to maintain the highest level of ethical standards , professional
integrity and regulatory compliance .HDFC Bank’s business philosophy is based on four core
value such as :-

 Operational experience.
 Customer focus.
 Product leadership.
 People.

The objectives of the HDFC Bank is to provide its target market customers a full range of
financial products and banking services, giving , the customer a one-step window for all
his/her requirements .The HDFC Bank plus and the investment advisory services programs
have been designed keeping in mind needs of customers who seeks distinct financial
solutions , information and advice on various investment avenues .

BUSINESS STRATEGY OF HDFC BANK

 Increasing market share in India’s expanding market.

 Delivering high quality customer service.
 Maintaining current high standards for asset quality through disciplined credit risk
management.

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  Develop innovative products and services that attract targeted customers and
address inefficiencies in the Indian Financial sector.

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 business. 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 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.

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 a 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 & mobile banking.

The HDFC Bank preferred program for high net worth individuals, the HDFC bank plus and
the investment Advisory service program have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various
investment avenue. The bank also has a wide array of retail loan products including Auto
loans , loan against marketable securities .Personal loans and loans for two wheelers. It is

11
also a leading provider of depository participant (DP) services for retail customers the facility
to hold their investment in electronic form.

HDFC Bank was the first bank in India to launch the International debit card in association
with VISA 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 has a total card base
(debit and credit card) of 5.2 million cards.

BRANCH DETAILS

HDFC BANK

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 BRANCH-1209, Phase 3b2, Mohali

(ZONE: 2 , Region North 3 )

 Date of Launch : 25th January’2004

 Cluster head: Mr. Munish Arora
 Branch Manage: Mr. Jasmeet Mokha
 CASA Size: 110 Cr
 Total Deposits: 170 Cr
 Customer Base: 11,500
 customer Footfall: 180-200

JOB PROFILES

 Branch Manager(1)
 Relationship Manager Imperia(1)
 Relationship Manager preferred(1)
 Associate Branch Manager (1)
 Branch sales officer(2)
 Personal Banker Sales(3)
 Cash Teller(1)
 Non cash Teller(1)
 Welcome Desk(1)

CATCHMENT AREA

 Phase 3b2
 Phase 3b1

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  Phase 5
 Phase 4
 Phase 3

Commercial catchment approx. 300 units.

Residential catchment approx. 1900 units.

COMPETATION MAPPING
The followings banks are the competitors of HDFC bank in providing services to the
customers of the country.

 ICICI BANK
 AXIS BANK
 YES BANK
 SBI
 KODAK MAHINDRA
 PNB

INTRODUCING A NEW CUSTOMER TO HDFC BANK

Every person in the world to today is connected to bank, and they have a good variety when
the point of choice comes. So the competitive world of today acquiring new customers is a
task on which all the targets and the working of bank is based. Therefore, when the point of
acquiring new customers come a list of things are to be kept in mind to provide them a

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suitable product out of the variety of products a bank holds and aim should be to form good
customer relation.

How the customer acquisition game has changed A few decades ago, banks seeking to grow
their retail banking customer base had a few tried and true options. They could run a
promotion and give away a toaster, start a mail campaign or air T.V. ads for example.
Customers were predictable and easy to find. That’s important because one of the
fundamental rules of marketing is , go where your customers are. Given today’s landscape
finding customers is challenging.

Which strategy is more impactful?

Along with determining why do people switch Oliver Wyman study offers interesting insight
into the relative efficacy of various acquisition tactics. Perhaps somewhat surprising , in
today’s digital world , direct mail still ranked at the top with 32% of respondents citing it as
the primary factor for their switch. Digital out reach , television being the other sources
.Study exploring checking account acquisition 40% of account switchers cited an ad or sales
promotion as the impetus for their move.

Who are the potential customers of a bank?

A person who has already purchased your gods or services but not every one who has not
yet purchased your product/service is a potential customer for an organisations
product.They may be perfect for some kinds of people , completely inappropriate for other
kinds and average for others. Therefore, a potential customer is someone who is capable of
becoming a purchase of products and services from an organisation. By understanding your
potential customers, those most likely to buy from your organisation , you can target your
communication material accordingly. The key group of potential customers is known as your
target audience ,the group of people or organisations who are most likely to buy from your
company.

New customers can be acquired by offering and Making them aware of the services
provided by HDFC Bank, which include:

SERVICES PROVIDED BY HDFC BANK TO ITS CUSTOMERS

So initially to acquire new customer a bank focus on increasing the CASA share – CASA
Stands for current account and saving account.

What is CASA?

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CASA is the acronym for current and savings account, which is commonly used in the
banking industry across west Asia and South East Asia .Banks usually receive the majority of
their funds from various kinds of deposit schemes like current account, saving account and
fixed deposits. CASA deposit is the amount of money that gets deposited in the current and
saving accounts of the bank customers. The banks pay a low or no rate of interest for deposit
in current account whereas the deposits in saving account receive slightly higher interest
rates. It is the cheapest and the major source of funding for banks.

This fund source is in term used to distribute home loans e.t.c .Bank offer two type of
accounts to its customer, these accounts can be classified into term deposits and non-term
deposits . term deposit is a fixed deposit (FD) and non- term deposit is recurring deposit
(RD).While a term deposit is valid for a fixed period of time , interest is generated on the
amount provided that you don’t withdraw the amount during the term that it is locked in
for.On the other hand, non- term deposit accounts are used for daily operations and are
valid as long as the customer wants them to be kept open or active. These accounts have
relatively lower interest rates on them which depends on the terms and conditions set by
each bank.

What does CASA ratio mean for bank?

The CASA ratio is the ratio of the deposits in the current and the saving account of a bank to
the total deposits of the bank .If the CASA ratio is higher portion of the deposits have come
from current and saving deposits. As talked above it is the cheapest source of funding.

If the CASA ratio is higher than it means that the net margin (difference between income and
expenditure is shown as the percentage of average earning asset) or the operating efficiency
of bank is good.

Requirements and essentials for opening a Savings account with HDFC Bank

when a new customer is acquired the first step towards their acquisition is opening their
current and savings account with us. If any customer wants to open their savings account , al
what they require include :

 Self-attested photocopy of Adhaar card/ driving license- Address proof

 PAN Card – Identity proof

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  A passport sized picture - Recognisation
 FATCA (Foreign Account Tax Compliance Act) form is to filled and signature for the
purpose of verification through KYC.
 A signed cheque.

SAVING ACCOUNT

BENEFIT AND ELIGIBLITY CRITERIA

1. Saving Max Account:

 That provide lifetime free platinum Debit Card.

 Free transactions across domestic ATMs.
 Insurance Benefits upto Rs.1.29 Cr.
 Exclusive loan offers

ELIGIBLITY:

 Minimum balance requirement of 10000/- for urban and 5000/- for rural banks.
 Hindu undivided family.
 Minimum balance requirement of 25000/-

BENEFITS:

 Accidental hospitalisation cover of Rs.100000/-

 Daily cash allowance of Rs.1000 per day for 15 days.
 Restricted to deaths caused by vehicular accidents (road/rail/air) only , for the claims
to be processed at least 1 point of sales (POS) purchase should be made using the
Debit card in the 3 months prior to the date if accident.
 Get 90% finance on the on-road price of a vehicle & a 7 year tenure when u apply for
a two wheeler loan.
 Money maximise facility.
 Sweep in facility and other net banking related benefits.

2. Regular saving account

 Wide network of branches and ATMs.

 Safe deposit lockers and super saver facilities.
 Exclusive shopping discounts and offers.

ELIGIBLITY:

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  The account holder should be a resident of this country if he/she is a foreigner than
the course of action would be different.
 Hindu undivided family.
 Minimum balance requirement of 10000/- for urban and 5000/- for rural banks.

BENEFITS:

 Enjoy special discounts and offers.

 Get a safe deposit lockers.
 Easy banking with debit card.
 Transact with ease with wide number of branches and ATMs around 12,259.
 Net banking
 Free passbook
 Get personalised cheque with your name printed.

3. Women savings Account

 Money maximize: earn higher interest on idle money.

 Up to 0.5% cash back on your women advantage debit card transaction.
 Preferential rates on loan

ELIGIBLITY CRITERIA:

 The first account holder should be a women .

 A residential indivisual.
 Minimum balance requirement of Rs.1000/-

BENEFITS:

 Free passbook.
 Accidental cover of 10lac.
 Daily cash allowance of Rs.1000 per day for 10 days.
 Shopping limit of 1.25lac per day.
 Free life time bill pay for all account holders
 Free e-mail statement.

4. Kid’s advantage Account

 Daily shopping limit of Rs.10,000.

 Free insurance on education cover of Rs.1,00,000.
 Preferential rates on loans.

ELIGIBLITY CRITERIA:

 Eligible for children under 18 year of age.

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  The guardian should have a saving account with HDFC Bank.
 Maintaining a monthly average of Rs.5000/-

SALARY ACCOUNT

It is a customized salary account ; Be safe with free Accidental death cover of rs.15 lakhs and
free international air accidental death cover Rs.1 crore.

BENEFITS

 Times points debit card.

 Preferential pricing on loans.
 Insurance benefits.
 Free zero balance family account.
 Free Rupay premium debit card.

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  Timey communication.
 Easy operations and procedures.

CURRENT ACCOUNT

TYPE, BENEFIT AND ELIGIBLITY CRITERIA

An account with higher limit for a wide range of transactions resulting in cost saving. It
allows:

PLUS CURRENT ACCOUNT

 Free cash deposits upto Rs.10 lakhs per month.

 Free cash deposits at HDFC Bank branches in other cities.
 300 free ‘at par’ cheque leaves per months.

ELIGIBLITY CRITERIA

 Residents individuals
 Hindu undivided family.
 Sole proprietorship firm.
 Partnership firm
 Limited company
 Trust
 You need to maintain an average balance of Rs.1,00,000 per quarter.

FEATURES & BENEFITS

 Free account to account funds transfers between HDFC banks accounts.

 Free payment and collection using NEFT.
 Free payment and collection using RTGS.
 Upto 50 demand drafts per month can be issued from any HDFC Bank branch.
 Door step banking.
 Check your balance and transaction details , find out the status of your cheques or
stop cheque payments.

DEPOSITS

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 Usually people prefer to deal with the banks that provide them good opportunities to invest
and in return a good interest .Deposits are such instruments of bank that attracts the
customer to business with them .

There are two kinds of deposits:

 REGULAR FIXED DEPOSITS

You no longer need to choose between great rates and safety for your fixed deposit.

 Easy investment with high returns.

 Liquidate deposits.
 Appoint nominees.

How does it work?

 Great rates, flexibility and security-In one offering

 Higher interest rate on fixed deposits for senior citizen.
 Convenience of booking deposit through Net banking.

What can you do online?

 Book Fixed Deposits.

 Appoint nominees.
 Avail sweep-in & Supersaver facility on deposits held in a single name.
 View Fixed deposit advice
 Submit 15G/H form.

ELIGIBLITY CRITERIA

Below are the individuals and groups eligible for a regular Fixed Deposit

 Residents
 Hindu Undivided Families
 Sole proprietorship firms
 Partnership firm
 Limited companies
 Trust account

A few things to note : An initial deposit of Rs.5000/- is required to open a fixed deposit.
Effective 01st April 2010, A PAN is mandatory to book fixed deposits holding per branch
exceeds 50000/-Fixed deposit is available is at the rate of 7.5% to the senior citizens.

2. RECURRING DEPOSITS

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Invest small amounts in recurring deposit and get fixed deposit interest rates.

 A minimum tenure of 6 months.

 Ease to submit 15G/H form through Net banking.
 Set instructions to convert your RD into an FD at maturity.

Other services provided by HDFC Bank to the existing and new customers
include:

LOAN
1.PERSONAL LOAN

HDFC Bank’s personal loans are easy to get, quick, and convenient . You can use HDFC bank
personal loans for a variety of purposes, including travel, wedding expenses, home
renovation , in a medical emergency or to buy a gadget. HDFC Bank India’s no. 1 bank
Personal banking solutions from HDFC Bank offer smart features and benefits to ensure that
you make the most of your relationship with us. Our retail banking products and services are
designed to meet the end-to-end needs of all types of users. From zero balance savings
accounts to customized salary accounts, flexible home and personal loans to 360 NRI
Banking services, HDFC Bank is for everybody.

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HDFC Bank is preferred because it offers the entire banking experience under one roof.
Amazing offers, customized solutions, minimum paperwork and quick turnaround times are
some of the hallmarks of HDFC Bank that has made it the banker of choice in India.

2.HOME LOAN

Take a step closer to your dream home with HDFC Bank home loans.
HDFC Bank offers among the most feature-packed home loans in India. Besides free
document storage, get approvals on your home loan even before you choose a property. We
also provide guidance on buying a property when you apply for home loans.
With quick processing and attractive interest rates, HDFC Bank’s home loans are hassle-free
and customer-friendly. In addition, women who apply for home loans are eligible for lower
interest rates.

3.CAR LOAN

We are proud to have had the patronage of over 5 million people who have availed car loans
from us. Whether you want to buy a compact hatchback or a luxury sedan you can get upto
100% finance for a new car from HDFC Bank and make your dream turn true.Just 10 minutes
would be enough to get the in-principal approval for loan. HDFC Bank offer easy car loan to
both salaried and self employed.

4. EDUCATION LOAN

Fuel your child’s aspirations with HDFC Bank’s education loans for Indian education. Apply
for our education loans for Indian education and get loans of up to Rs 10 lakhs. Our
education loans for Indian education offer competitive pricing and give you the option of an
insurance cover. Also enjoy doorstep service and quick disbursal of funds when you apply for
education loans for Indian education.

These 4 be the basic type of loan facilities provided by HDFC Bank , apart from these few
other type of loans are provided for example Gold loan, Car loan, business loan , loan against
property , rural loans e.t.c.

ELIGIBLITY CRITERIA:

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The eligibility criteria for personal loan in HDFC Bank apply to both salaried and self
employed individuals, the following people are eligible to apply for personal loans :

 Salaried doctors
 Employees of private limited companies
 Employees from public sector undertakings including central, state and local bodies.
 Individuals between 21 and 60 years of age.
 Individuals who had had a job for atleast 2 years, with a minimum of 1 year with the
current employer.
 Those who earn a minimum of Rs.15000/- net income per month.

BENEFITS

 Stay protected
 Personal accident cover
 Accident hospitalisation cover
 Customised loan opportunity
 Transfer loan balance with ease
 Convenient and easy

CREDIT CARDS

Extreme convenience, unmatched benefits and jaw-dropping discounts await you with each
HDFC Bank credit card. Explore a world of exciting features and benefits with a wide array of
credit cards from HDFC Bank. Cash backs, discounts, frequent flier miles or movie tickets;
whatever be your lifestyle and spending habits, we have a credit card for you. With HDFC
Bank, finding the right credit card is simple. Browse through the wide range of credits, learn
about the features and benefits and take your pick. You can also apply online. Go ahead and
find your credit card now.

A number of credit cards are offered to the customers by bank that include:

 Featured card ,
 super premium ,
 travel card ,
 premium women ,
 Regular cards ,

24
  commercial
 and cash back card.

DEBIT CARDS

Debit card is a service you get as an addition to the account you open with the bank ;
Instead of carrying money while traveling around the world , the pain and risk of carrying
the bundle of notes no more exists with the availability of all time available prepaid debit
cards. Types of debit card offered by HDFC Bank includes:

 Times point debit card

 Easy shop platinum debit card
 Jet privilege HDFC Bank signature debit card
 HDFC Bank rewards debit card
 Easy shop titanium debit card
 Easy shop business debit card
 Easy shop women advantage debit card
 Easy shop Rupay NRO debit card
 Easy shop imperia platinum debit card
 Easy shop gold debit
PREMIER BANKING SERVICE

1.IMPERIA BANKING

 A kind of banking service in which Personalized attention from a dedicated Imperia

Client Relationship Manager
Enjoy the services of an Imperia Client Relationship Manager / Private Banking
Relationship Manager who will effectively take care of your banking, borrowing or
investment needs
 Private Banking Services*
Private Banking services offer customized and comprehensive investment
information across diverse asset categories, helping you make the right choices. A
Private Banking Relationship Manager is assigned to you as a one point contact,
guiding you and attending all your investment related needs including Portfolio
Management Services, Mutual Funds, Insurance etc.
 Customized Investment Solutions
Comprehensive Investment solutions include tax efficient investment avenues,
trading in equities through HDFC Securities Trading account, convenient tax payment
options; all under one roof.

25
  Access to Invest Track through Net Banking which provides you with an investment
overview, investment solutions, reports and more
 'HDFC Bank AAG' (At A Glance) mobile app - get the latest market trends on-the-go!
 Comprehensive Banking Solutions for your Business
As a bank we also provide a wide range of Business solutions1 like Loan Against
Property , Loan Against Rent Receivables, Working Capital, Cash Management
Services, E – net, Trade Services, Merchant Point of Sale Terminals, Internet Payment
Gateway and Corporate Salary Accounts.
 Family Benefits
To add to your delight, the features & benefits that you enjoy as an Imperia
customer, can be extended the members of your family as well. Just speak to your
Imperia Client Relationship Manager for adding the accounts of your immediate
family members to your group.
 Exclusive Lifestyle Privileges designed for you
 HDFC Bank Premium Credit Card
Access one of the most premium range of HDFC Bank Credit Cards which include
features such as accelerated reward points, multiple payment channels, fuel
surcharge waivers and more.
 Easy shop Imperia Platinum chip Debit Card
Enjoy the exclusive Imperia embossed Platinum chip Debit Card at nil annual charge
with enhanced features.
 Imperia Magazine:
You can expect to keep pace with the latest trends in fashion, travel and the world of
finance through our exclusive quarterly e-magazine.
 Combined Monthly Smart Statement:
You will receive a combined Smart Statement by email every month. Your monthly
statement will provide you with transaction details of all your Savings accounts,
Current accounts, and Fixed Deposits for which you are the principal account holder.
 Experience Banking & Digital Convenience:
 Exclusive Imperia Phone Banking Service gives you the freedom to do almost
anything over the phone – balance enquiry, loan-related queries, bill payment etc. (N
 HDFC Bank Branch Network and HDFC Bank ATM Network
 Digital convenience with Net Banking (200+ transactions), Mobile Banking (120+
transactions) and more
 Great discounts and Cash Back with PayZapp Mobile App, a complete payment
solution which gives you the Power to Pay in One Click
 Compare and get the lowest prices when you shop or book travel on Smart Buy, an
online portal
 Banking Convenience: HDFC Bank Branch network and ATM network.

ELIGIBLITY

 Effective 9th December 2017 the Eligibility for programme is given below:
Imperia Banking Eligibility Criteria.
 A minimum Average Monthly Balance of Rs. 10 Lac in the Savings account.
OR

26
  A minimum Average Quarterly Balance of Rs. 15 Lac in a Current Account.
OR
 A minimum Average Monthly Balance of Rs. 30 Lac in a combination of Savings
Accounts and Fixed Deposit.
 Balance is measured as a combined balance across account/s linked to your
Customer ID or over the account/s of other customers linked to your "Group" (as
defined in the HDFC Bank Programme Terms and conditions). The tenor of the Fixed
Deposits should be at least six months. HDFC Bank Programme Terms and Conditions
Apply.

2 .PREFERRED BANKING

 Dedicated Relationship Manager At HDFC bank it is our endeavour to nurture a truly

personal relationship with you. Your Relationship Manager will cater to all your
banking and financial service needs. So, whether you need an urgent Personal Loan
or a Forex card for your international travel, you can trust your Relationship Manager
to get the job done.
 Relationship Pricing on a variety of products & services

 Exclusive Lifestyle Privileges

 HDFC Bank Premium Credit Card1
Access one of the most premium range of HDFC Bank Credit Cards which include
features such as accelerated reward points, multiple payment channels, fuel
surcharge waivers and more.
 HDFC Bank Preferred Platinum chip Debit Card:
Enjoy the exclusive Preferred embossed Platinum chip Debit Card at nil annual charge
with enhanced features.
 Preferred Speak:
Get product offers and investment insights with the exclusive monthly e-newsletter
for Preferred Customers.

27
  Combined Monthly Smart Statement:
You will receive a combined Smart Statement by email every month. Your monthly
statement will provide you with transaction details of all your Savings accounts,
Current accounts, and Fixed Deposits for which you are the principal account holder.
 Comprehensive Banking Solutions for your Business
As a bank we provide a wide range of Business solutions like Loan Against Property ,
Loan Against Rent Receivables, Working Capital, Cash Management Services, E – net,
Trade Services, Merchant Point of Sale Terminals, Internet Payment Gateway and
Corporate Salary Accounts.
 Wide range of Loan products to suit your personal needs
Your Relationship Manager can also help you access a wide range of loans to suit
your borrowing needs including Auto Loan, Personal Loan, Home Loan, Loan Against
Securities, Gold Loan and more.
 Family Benefits
To add to your delight, the features & benefits that you enjoy as a Preferred
customer, can be extended to the members of your family as well. Just speak to your
Relationship Manager for adding the accounts of your family members to your family
group
 Experience Banking & Digital Convenience:
 HDFC Bank Branch Network and HDFC Bank ATM Network
 Digital convenience with Net Banking (200+ transactions), Mobile Banking (120+
transactions) and more
 Great discounts and Cash Back with Pay Zapp Mobile App, a complete payment
solution which gives you the Power to Pay in One Click
Compare and get the lowest prices when you shop or book travel on Smart Buy.
 Banking Convenience: HDFC Bank provide the wide branch and ATM networks.

ELIGIBLITY

 Effective 9th December 2017 the Eligibility for programme is given below:

 Preferred Banking Eligibility Criteria

 A minimum Average Monthly Balance of Rs. 2 Lac in the Savings account
OR
 A minimum Average Quarterly Balance of Rs. 5 Lac in a Current Account
OR
 A minimum Average Monthly Balance of Rs. 15 Lac in a combination of Savings
Accounts, Current Account and Fixed Deposit
 Balance is measured as a combined balance across account/s linked to your
Customer ID or over the account/s of other customers linked to your “Group” (as
defined in the HDFC Bank Programme Terms and conditions). The tenor of the Fixed
Deposits should be at least six months. HDFC Bank Programme Terms and Conditions
Apply.

28
3. CLASSIC BANKING

 Dedicated Personal Banker

As a Classic customer we believe that you need that extra special attention, and so
we assign you to your very own Personal Banker. Your Personal Banker is an
experienced and professionally trained individual who first understands your
financial requirements and accordingly tailors recommendations while making
banking a pleasurable and convenient experience for you.
 Relationship Pricing on a variety of products

 Family Benefits
To add to your delight, the features & benefits that you enjoy as a Classic customer,
can be extended to the members of your family as well. Just speak to your Personal
Banker for adding the accounts of your immediate family members to your family
group

 Exclusive Privileges
 Credit Cards
Access one of the most premium range of HDFC Bank Credit Cards which include

29
 features such as accelerated reward points, multiple payment channels, fuel
surcharge waivers and more.
 Classic Easy Shop Platinum Debit Card

 Combined Monthly Smart Statement:

You will receive a combined Smart Statement by email every month. Your monthly
statement will provide you with transaction details of all your Savings accounts,
Current accounts, and Fixed Deposits for which you are the principal account holder.
 Classic Speak e-Newsletter:
Get product offers and investment insights with the monthly e-newsletter 'Classic
Speak' exclusively for Classic Customers.
 Comprehensive range of Loan products to suit your borrowing needs
Your Personal Banker can also help you access a wide range of loans2 to suit your
borrowing needs including Auto Loan, Personal Loan, Home Loan, Loan Against
Securities, Gold Loan and more.
 Experience Digital Convenience
Digital convenience with Net Banking (200+ transactions), Mobile Banking
 Great discounts and Cash Back with PayZapp Mobile App, a complete payment
solution which gives you the Power to Pay in One Click
 Compare and get the lowest prices when you shop or book travel on Smart Buy, an
online portal
 Banking Convenience: HDFC BANK provide BRANCH and HDFC Bank ATMs

ELIGIBLITY

 You can avail of these privileges as an HDFC Bank Classic customer if you maintain an
account with us
 Effective 9th December 2017 the Eligibility for programme is given below:

 Classic Banking Eligibility Criteria*

 A minimum Average Monthly Balance of Rs.1 Lac in the Savings Account/s
OR
 A minimum Average Monthly Balance of Rs.5 Lac in a combination of Savings
Accounts and Fixed Deposit

 Balance is measured as a combined balance across account/s linked to your

Customer ID or over the account/s of other customers linked to your “Group” (as
defined in the HDFC Bank Programme Terms and conditions). The tenor of the Fixed
Deposits should be at least six months. HDFC Bank Programme Terms and Conditions
Apply.

30
 CSR (COORPORATE SOCIAL RESPONSIBLITY) ACTIVITIES

Apart from the major functions of a bank HDFC Bank has taken several initiatives as part of
its corporate social responsibility. It had collaborated with several NGOs to assist in its
activities.

Initiative Objective Activities Facts & Figures

Sustainable Provide livelihood Training for Reached 20 lakh
livelihood finance to empower occupational skills, households
rural people, credit counselling, across 24 states.
especially women at financial literacy and
the bottom of the market linkage.
pyramid .
Financial literacy Provide affordable Literacy programme in 600 government
access to basic schools. schools across

31
 banking products Andra pradesh
and services to and odisha in
excluded and under literary
privileged sections of programs 3365
the society. students across
6 locations
covered in
workshops.
Education Spread the Galli school project A large number
importance of grow with books library of students
education by programs engineering reached
providing quality scholarship child through various
education to development program programs across
children. family based care the country.
program.
Training Enhance Skill based courses More than 1500
employability youth technical and vocational youth
and women in the training basic computer benefitted
weaker sections of programming through various
the society by educational support for programs across
providing training children. the country.
and capacity
development .
Community Enable economic Rain water harvesting 150 tribal girls
growth and programs setting up benefitted
sustainable blood storage facilities through
development construction of sanitation
through community sanitation facilities in project 350
building program. schools child aid poor and needy
foundation. children
supported
1600+ children
rescued.
Go green Take responsibility Promoting paperless As of March
for the effects of the banking Multi-channel 2013 ,82% of
operations of the delivery(internet,mobile the customer-
bank on the banking,phone initiated retail
environment and the banking,ATM) energy transactions
society. efficiency green direct banking
infrastructure. channels ,
reducing the
needs to
commute 66
lakh retail
customers
subscribed for
e-statement 20

32
 ATMs operating
on clean energy.

OBJECTIVES OF RESEARCH

 To have an overview of all the retail asset products being offered by HDFC Bank.
 Understanding that who are he potential customers of the bank.
 To understand how new customers could be brought to the bank.
 To attain the perception on customer experience and to track their buying behaviour
to meet company goals.
 To understand the services offered by HDFC Bank to its customers and also to the
employees.

RESEARCH METHODOLOGY

 A questionnaire was prepared to attain a perception of the customer’s need and

demand from their banking services and to observe their buying behaviour.

33
  Questionnaire was filled both by the online and off line modes which include
personal survey and online questionnaires send personally to the people through
mails and messages.
 Responses are then analysed and interpreted.
 Finally the responses were discussed with the head of retail asset manager and
suggestions were made.

DATA COLLECTION

The method of data collection used in this project to know the responses of the people
includes, getting the questionnaires filled from the customers visiting the branch and also by
randomly interviewing the customers from the catchment area. The questionnaire was sent
to the people of different profession, age group & locations through online mode in form of
messages and e-mails to get the responses.

SAMPLING TECHNIQUE

I have used a very convenient sampling method. People of different age groups were
approached to get the questionnaires

SAMPLE SIZE

34
For the purpose of study the sample size taken was of 100 respondents, which included both
male and female respondents of more than 18 years of age.Most of the responses were
collected from the people of age group of 25-40 years .Targeted population is from tricity.
The questionnaire was filled by me according to the reply of the respondents to reduce the
sampling error.

QUESTIONNAIRE DESIGN

The questionnaire was carefully designed to meet the requirement of the research. I along
with my industry mentor and internal mentor have designed a structured questionnaire to
get an apt reply from respondents.

DATA INTERPRETATION

 Age of the respondents:-

35
 25-30
31-36
37-42
43-50
above
50

Interpretation:-
25-30 & 31-36 is the age group having maximum investment opportunities and want
to earn higher return so they satisfy their financial needs by taking loans, apart from
this the people of these age groups were found to have the current account of their
business going on.

Age groups Number of respondents

25-30 37
31-36 24
37-42 10
43-50 14
50 & above 15

 Marital status of the respondents:-

36
 Married
Unmarried

Interpretation:-
Out of the total respondents 66 were married and the rest 34 were unmarried. The
investment perception increases in a person’s mind once he start up his own family
the expenditure and the demands both increase and so a person starts thinking of
investing to save for his child’s education, parent’s health, business/service
upliftment.

Status Number of responses

Married 66
Unmarried 34

 Gender of the respondents:-

37
 Male
Female

INTERPRETATION:-

Out of the total respondents only 28 were female who had their accounts in some bank and
other 72 were Males. Female mostly don’t get much into banking having their husband,
father or brother doing the same for them but on the other hand for male members it is
quite common having to deal with service/business accounts and other investment options

Gender Number of responses

Male 72
Female 28

 Occupation of the respondents:-

38
 Salaried
Self-employed
Retired
Housewife
Student
others

INTERPRETATION:-

In the survey conducted the maximum of the respondents that is 41 respondents were
salaried Individuals who had their salary accounts and personal saving accounts in the
banks.

Occupation Number of respondents

Salaried 41
Self employed 39
Retired 3
Housewife 6
Students 8
Others 1

 Income of the respondents:-

39
 Income

Less than10,000
10,000-25,000
25,000-50,000
More than 50,000

INTERPRETATION:-

The survey conducted had maximum respondents with 10,000-25,000 income; who further
wish to invest and maximise their earning for further investment. The people falling under
this grade of Income per year are the once who are found interested in raising the loans
from the bank and investing in the mutual funds so they could be targeted for the same.

Income Number of respondents

Less than 10k 39
10k-25k 35
25k-50k 6
More than 50k 20

 Primary bank of the respondents:-

40
 Primary Bank

HDFC BANK
SBI BANK
ICICI BANK
AXIS BANK
YES BANK
OTHERS

The maximum respondents are connected to HDFC Bank and with its leading competitor

AXIS bank.

Banks Number of respondents

HDFC Bank 40
SBI Bank 7
ICICI Bank 15
AXIS Bank 20
YES Bank 11
Others 4

 Product and services chosen from the preferred bank:-

41
 Reason of choosing this bank

Saving A/c
Fixed deposit A/c
Debit card
Credit A/c
Loans
Insurance

Most of the respondents are availing the service of savings account and debit card from their
preferred bank.

Products offered Number of Respondents

Savings a/c 22
Fixed deposit a/c 10
Debit a/c 18
Credit a/c 8
Loans 12
Others 15

 Why this bank?

42
 why this bank only?

Location
Interest rate
Reputation
Services offered
Salary acount

What matter the most while choosing a bank is the Location and easy availability of ATMs of
that particular bank, HDFC bank being the most preferred bank among the respondents of
the survey conducted has its branches spread in every few kilometres, making it easily
accessible to the customers.

Reasons to prefer this bank Number of respondents

Location 40
Interest rate 15
Reputation 15
Services offered 20
Salary account 10

 Technological platforms provided by the bank:-

43
 Technological platforms

Mobile banking
Net banking
e-wallets

According to the survey the customers today use Net-banking majorly.

Technology Number of respondents

Mobile banking 35
Net banking 40
E-wallets 25

 Important factors a respondent will consider while switching his/her

bank:-

44
 Minimum balance requirement
customer service level
customized banking
Low interest rates
Net banking
perks of being a new client

According to the survey, while shifting his/her bank a customer focus over the Minimum
balance which is required to be maintained in the account of the new bank and if they could
customize the services offered by the bank they choose as per their requirements.

Factors Number of respondents

Minimum balance requirement 30
Customer service level 8
Customized banking 28
Low interest rates 12
Net banking 13
Perks of being a new client 1

 Does their family members have account in the same bank:-

45
 yes
no

Out of 100 respondents nearly 80 of them have the account of the other family members
working in the same branch they are dealing with.

Response Number of respondents

Yes 60
No 40

 Do they use Credit Card of that particular bank:-

46
 yes
no

60 Out of 100 people use credit card of their preferred bank

Response Number of respondents

Yes 60
NO 40

 Does their bank allow the option of customization:-

47
 yes
no

According to the survey conducted, there are very few banks that provide the option of
customization of requirements of the client. 25 out of 100 respondents say that their bank
provide customized requirements.

Response Number of Respondents

Yes 25
No 75

48
  How frequently do you use the internet based platforms:-

Column1

3-4 times a week

weekly basis
2-3 times a mouth
once a month

A majority of respondents use net banking and other online services offered by bank 2-3
days a week.

Usage Number of respondents

3-4 times a week 28
Weekly basis 22
2-3 times a week 50
Once a month 5

Data Analysis

49
The previous chapter reviewed the growth structure of Retail Banking in India and found
that various products like loans, Retail deposits, ATMs facilities etc. have been expanding at
an appreciable rate in India. It discussed the working of retail banking in India and provided
an insight into the management of various retail products both in public sector banks and
private sector banks. A clear picture of the performance of public sector banks and private
sector banks in recent years came to fore highlighting that retail banking in private sector
banks grows at a faster rate than in public sector banks. The present chapter analyses the
data and, with the application of statistical tools, interprets the facts and figures to test the
set hypotheses in order to derive logical inferences. Since the test of hypotheses involves
measurement of the customer perceptions of Service Quality of retail banking in public and
private sector banks, setting the dimensions of service quality to serve as benchmarks for
measurement and test of hypotheses becomes imperative. The pie charts depict the
behaviour of the customer, which I recorded through personally visiting the customers and
getting it filled; the survey was conducted to know the reasons of a customer for choosing a
particular bank and to analyse that where does HDFC Bank stand when we talk of the
leading banks of India

The analysis conducted by surveying a sample of hundred people made it quite clear that
HDFC Bank has all the qualities that make it the most favourite bank of the customers to
deal with. The Net banking service, easy loan facilities, quick access to the branches,
opportunity to customize the service as per your own requirements, easy sweep-in facility,
greater cover on life insurance and easy availability of the ATMs all around the cities make it
the Asia’s Leading Bank.

LIMITATIONS OF THE PROJECT

50
 The study was only confined to a particular location.
 The study was conducted in a short period of time.
 Sample of respondents is very small to reach an accurate conclusion.
 Some respondents were reluctant to divulge personal information which may have
affected the validity of all responses.
 Respondents may give biased answers for the required data.
 Mind set 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 obstacles in acquiring complete Respondents
were very busy in their schedule. So it was very ti me consuming for
informati on & positi ve interaction, them to answer all the questions properly.

RECOMMENDATIONS AND SUGGESTIONS

51
 No. of respondents should be more to get appropriate conclusion.
 Age group of less than 25 years should be targeted.
 Individual survey of each type of benefit given to the holder of saving account and
current account is done to get the detail study of it.
 Time span should be longer for detailed and accurate results.
 Lower income group and illiterate people should be taken into consideration.
 For further study, vast area should be covered as this study was confined to the
catchment area only.
 Bank needs to make more efforts in creating awareness regarding online services.

 To m a ke p e o p l e a w a r e a b o u t t h e b e n e fi t s o f b e c o m i n g a
c u s t o m e r o f H D F C b a n k , following activities of advertisement should be done
through:-

1. Print Media.
2. Hoarding & Banners.
3. Stalls in Trade Fares
4. Distribution of leaflets containing

ACHIEVEMENTS

52
During the two month training program at HDFC Bank phase 3B2, Mohali. I worked over the
project of New to Bank acquisition which made my ultimate aim to get new customers to the
HDFC Bank by making them aware of the services HDFC offers.

The survey conducted within the catchment area of the branch helped me to know about
the banking requirements of the different people and banking is not just about accepting
deposits and sanctioning loans but it is much more.

In the two month training program which included doing survey, questionnaire interview
from visitors, cold calling to the potential customers to offer various services to them that
included credit card, life insurance and loan; and general customer dealing to know the
functioning of the bank is a more proper way I Aayushi Tandon, student of Amity Global
Business School, Chandigarh with the guidance of Mr. Jasmeet Mokha my Industry guide
provided the business of Rs.3,80,000/- to the bank which included:-

 Conversion of the leads of 4 Savings Account.

 Conversion of the leads of 9 Fixed Deposits.
 Conversion of a lead of Personal loan.
 Conversion of the leads of 2 Credit cards.
 Activation of Payzapp and Net banking in more than 15 systems.

For the above achievements and learning I received from this training program my special
thanks to the supportive and helpful staff of HDFC Bank.

SAMPLE OF THE SURVEY QUESTIONNAIRE

53
Personal Information

1.Name:

2.Age:

3.Occupation:

4.Marital status-

 Male
 Female

5.Annual Income-

 Below 10k
 10k-25k
 25k-50k
 Above 50k

Banking behaviour

6.Which of the following is your primary bank?

 HDFC
 ICICI
 YES BANK
 PNB
 SBI
 Others

7.How long have you been associated with this bank?

 Recent customer
 More than 1 year
 3-5 years
 More than 5 years

8.Why you chose only this bank?

 Location
 Better interest rate
 Reputation

54
  Services offered
 Because of your Salary account

9.Product/services chosen from your preferred bank:-

 Savings account
 Fixed deposit
 Credit card
 Loan
 Insurance
 Net banking

10.The technological platforms that your bank has provided to you:-

 Mobile apps
 E-Banking
 E-wallet

11.How frequently do you use these platforms?

 3-4 Times a week

 Weekly basis
 2-3 Times a month
 Once a month

12.Do you use credit card of the respective bank?

 Yes
 No

13.Does your bank allow you the option to custom the services you require?

 Yes
 No

14.What factors would you consider while switching your branch:-

 Minimum balance maintenance

 Interest rates
 Customer service level

55
 Net banking facility
 Perks for new client
 Customized banking
 Minimum service charges

BIBLIOGRAPHY

 HDFC Bank’s official website –www.hdfcbank.com

 Financial Express
 RBI’s official website-m.rbi.org.in
 Swagath (HDFC

56
 employee book)
 Wikipedia

57