Summer Internship Report Under A Topic ''Digitization''.

Analysis of Digital Product of HDFC Bank
PROJECT REPORT ON
DIGITALIZATION
And its impact on Banking Sector with

reference to
HDFC BANK
(In Partial Fulfilment of the Requirement for the Award of the Degree of Post Graduate
Diploma in Management)
SUBMITTED BY Under the guidance of
TABASSUM YASMIN HARISH KUMAR TAPARIA

PGDM NO – 18DM009 Branch Manager
BATCH (2018-2020) (Dhanbad Branch)
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SUBMITED TO
Institute of Management and Information

Science
Bhubaneshwar, Odisha
SUMMER INTERNSHIP PROJECT

Digital Product of HDFC Bank
(Dhanbad Branch)
Submitted to Prof. (Dr) Surya dev

Date of submission: 16th July 2019
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DECLARATION
I, do hereby declare that this project report entitled “DIGITALIZATION and its impact on
Banking Sector with reference to HDFC BANK” is prepared by me on the basis of the
information collected by me during the duration of 60 days i.e. from 15th April, 2019 to 15th
June 2015, under the valuable Guidance of Mr. Harish Kumar Taparia, Branch Manager of
HDFC bank.
I hereby declare that I have fulfilled all the provisions of institutional training in HDFC Bank.
The findings & analysis are original & are true to the best of my Knowledge. I bear full
responsibility for information given in this report.
Date - TABASSUM YASMIN

Place – Dhanbad PGDM-18DM009
BATCH- (2018-20)
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BONAFIDE CERTIFICATE
This is to certify that the work entitled “DIGITALIZATION and its impact on Banking
Sector with reference to HDFC BANK”, Dhanbad, Jharkhand is a part of project done by
Ms Tabassum Yasmin a student of Post Graduate Diploma in Management.
Institute of Management and Information Science, Bhubaneshwar, Odisha bearing PGDM

NO - 18DM009, under my guidance and supervision from 15th April to 15th June 2019 for
partial fulfilment of PGDM.
To the best of my knowledge and belief, this project report embodies the work of the
candidate his self, has been duly completed and is up to the standard both in respect of contents
and language. I found his sincere, hardworking and disciplined.
I wish his success in all the endeavours in his life.
Date- (Mr. Harish Kumar Taparai)

Place- Dhanbad Branch Manager of HDFC Bank
(Dhanbad Branch)
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PREFACE
PGDM is a course, which combines both theory and its applications as its contents of study in
the field of management. As part and parcel of this course, every aspirant has to undergo
through training. The purpose of this report is to get the in depth knowledge regarding
Digitalization and it impact on Banking sector with reference to HDFC Bank.
The project gives an insight of Knowing the product and Services offered by HDFC Bank.
Basically it help to understand the views and response of the customer of HDFC Bank
through Questionnaire. In this Project report I have presented my great experience in the form
of Word. In making the project theoretical Knowledge was needed more than the practical
which was given to us by my Professors in our institute.
The project flow logically of a Questionnaire .I hope that the Finding will help the company,
confidently to formulate its strategy in Comparison to its Competitors. I have enjoyed my
report preparation and have learnt lots of new thing .i have tied my level best to make this
report a reader friendly and also did my level best to fulfil the objective of study.
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ACKNOWLEDGEMENT
I, Tabassum Yasmin, PGDM Student in IMIS, Bhubaneshwar is highly grateful to all those
who guided me in completing this project.
First of all, I would like to pay my heartiest thanks to entire family of HDFC BANK
especially Mr. Harish Kumar Taparia , Branch manager, who provided me such a wonderful
opportunity to do Summer Training and provided their valuable suggestions in understanding
the work of Research Project.
Last but not the least, I would like to thanks all faculties of IMIS, Varanasi, who gave me the
useful tips and suggestions regarding project. I would like to thanks my project Guide, Prof
(Dr) Surya Dev
For imparting his valuable guidance to me.
Words can never express the deep sense of gratitude, I feel for
HDFC BANK employees, who has been a constant source of inspiration and encouragement
for me.
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COTENT
Certificate
Declaration
Preface
Acknowledgement
List of Illustration/Tables
CHAPTER 1
1.1. Objective
1.2. Scope and Limitation
1.3. Research Methodology
CHAPTER 2
2.1. Introduction of DIGITALIZATION
2.2. Company profile
a) History of Company
b) Mission ,Vision And Objective
c) Products of HDFC Bank
d) Digital Services of HDFC Bank
e) Department of HDFC Bank and SWOT analysis
f) Short overview of HDFC Bank,(Dhanbad branch) where I did my SIP
CHAPTER 3
3.1. Interpretation of PIE and BAR Graph
CHAPTER 4
4.1. Conclusion / Finding
ANNEXURE
Bibliography
Questionnaire
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CHAPTER - 1
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OBJECTIVES,
SCOPE & LIMITATION

OBJECTIVES
The objectives of the study are as follows:
 To understand the concept, features, tradional and digital / E-Banking and evolution
of Banking.
 To study and analyse the progress made by HDFC Bank in adaptation of technology
in the Banking
 To measure the satisfaction level of Customer regarding usage of digital Product of
HDFC Bank
 To study the shift of HDFC Bank from traditional to modern banking
 To identify various E-Banking services offered by HDFC bank .
 To understand the views and response of the customer of HDFC Bank and also
population in general about the digital Banking through questionnaire.
SCOPE
Digitization is a common team bandied around a lot in our day to day life. Globally,
enterprises are quickly going digital with their enterprise processes to stay ahead of
competition. Insurance, Healthcare, Retail and other global conglomerates are all jumping on
the digital bandwagon and quickly adopting digitization across divisions.
Banking is one of those industries which has undergone a massive digital shift. Gone are the
days of the physical bank branch alone. The digital era has commenced, and customers
expect a consistent experience across channels – be it online, mobile, kiosks or the bank
branch. The digital channel has been viewed by 47% bankers as a medium for betterment of
customer relationships while 44% bankers feel this channel would help them stay ahead of
competition. This study of digitization in banking further found 32% believe digital banking
helps in customer acquisition while for 16%, this channel would lead to cost savings.
LIMITATION
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 The Project is carried out in Dhanbad, Jharkhand so the entire analysis is based on the
information, data and customer response that were accumulated there.
 The number of customer who participated in the analysis was less than equal to 150 of
which majority were man and very few women who are integral part of the customer
of various bank.
 The customer were reluctant to answer the questionnaire based on HDFC Bank and
digital banking.
 The duration for the project was 2 month, so the data collected and the analysis made
thereof is not comprehensive.
Every financial customer has his/her own need and according to the requirement of thr
customer product customization was not possible.
Research
Methodology
A. DATA COLLECTION
 Types of data primary data and secondary data
Primary data has been taken in the form of Structured Questionnaire and
Interview which suffices the research objectives.
Secondary data sources like catalogue of the company, various internet sites such
as google, Idea official website, research books and available related materials
have been used.
B. RESEARCH DESIGN
 Exploratory and Descriptive
C. SAMPLING METHODOLOGY
 Sampling Technique: Non probability sampling (convenience sampling)
 Sample Unit: HDFC Dhanbad Branch
 Sample Size: 130
 Area Of Survey: Dhanbad
 Sampling Method: Questionnaire and Interview
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CHAPTER - 2
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INTRODUCTION OF
DIGITALIZATION
Meaning:
Digital banking is part of the broader context for the move to online banking, where banking
services are delivered over the internet. The shift from traditional to digital banking has been
gradual and remains ongoing, and is constituted by differing degrees of banking service
digitization. Digital banking involves high levels of process automation and web-based services
and may include APIs enabling cross-institutional service composition to deliver banking
products and provide transactions. It provides the ability for users to access financial data
through desktop, mobile and ATM services?
Benefits to the Bank:
 A better customer experience

 An enhanced brand reputation
 Streamlined operations
 Increase in sales
 Retention of customers
 Extending the reach of your organization
 Improve management decisions
 Speedier development of new products and services
 A company culture that encourages creativity and innovation
Benefit to the Customer:
 24/7 bank service and availability through mobile, pc, or kiosk branch
 Smart banking application that allow all transaction to be completed from the device
of your choice, from beginning to end
 Access to a full range of service (saving, investment, insurance, loan, mortgage
foreign currency).
 Useful client service such a warning, notification, budgeting.
 Lower charges and it is cheaper for customer.
 Banking that meets the client needs.
 69%of customer already use internet to buy financial product.
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Digital banking is set to overtake branch networks as the preferred access channel for
how customer are interact with their bank by 2015.
How HDFC Bank is giving shape to its digital vision

Aiming to be “a completely customer-centric organization," the bank has been gearing itself
up digitally for the past few years. The objective, according to Chugh, is to provide services,
interfaces and products in a manner that the customer can “interchangeably consume them on
any of the digital channels"—such as online banking, smartphones and social media.
Consider the bank’s humanoid IRA (Intelligent Robotic Assistant) and the chat bot EVA
(Electronic Virtual Assistant). While IRA can “guide" people at a branch to find the relevant
counter for them, EVA can answer common queries of users who log on to the bank’s
website.
The bank has also launched a Facebook Messenger bot that allows users to do transactions
such as bill payments, mobile recharges and even booking Ola or Uber cabs. Chugh and his
digital innovation team at the bank are now working on building more features—hotel
bookings, for instance.
Chugh insisted that irrespective of their age group, location (rural/urban) or the types of
phones they use—feature phones as well as high-end smartphones—HDFC Bank’s digital
strategy envelops all kinds of customers. “Even if the customer chooses to go to a traditional
channel like a branch, we have digitally enabled our branches. Whether they are trying to do
something on the mobile phone or the internet or social media or whether they walk into a
branch—we are able to give them a similar experience." One measure of such experiential
similarity, according to Chugh, is that the customers should be able to take a loan in the same
amount of time—whether they do it online or by visiting a branch.
Guidelines in digital Product of HDFC Bank:

The security features available to customers include the following:
 Login details: The very first level of security is the login credentials you need to provide.
While setting up a password, you are prompted to choose an alphanumerical string that
includes special characters, and it also suggests an optimum password length.
 Encrypted data: The data is encrypted in such a way that none other than you and your bank
can understand and read it while it is transferred across the internet. The cipher strength is so
complicated that a hacker cannot crack the code easily.
 Serious account management: Banks ensure additional checks in case you wish to add a
new beneficiary or payee, or change your password or addresses. Hence a hacker will not be
able to log in to your account and transfer money or get a new Debit Card made.
 Logout: You can log in to your bank from only one device at a time. When you log out the
window or app, it is closed instantly. The browser’s or app’s back button won’t work. And
every time you want to return to your Digital Banking page, you will have to log in again.
 Two-factor authorisation: 2FA helps identify genuine account holders. It needs your
password or PIN and a card reader or mobile phone that generates a single-use pass code
These are the general guidelines that all the banks follow:
 IPIN security: The system generates an IPIN that is delivered to the user through a tamperproof
medium. It is not accessible to anyone, not even the system administrator.
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 Session timeout: If the user’s online webpage is idle for some time, it will automatically log
them out.
 Digital certificate: The webpage of the banks’ server is identified by a digital certificate that
assures customers they are on the correct site. So customers are prevented from revealing their
confidential information on wrong or fake websites.
 Virtual keyboard: Using a virtual keyboard to enter your password will protect your credentials
from being compromised by any keylogger software installed on shared computers.
 Insta-alerts: You will receive instant SMS or email after registration for defined transaction
denominations or when you add a beneficiary.
 Security solutions: Firewalls, intrusion detection systems, intrusion prevention systems, and
anti-malware systems are installed.
 Extended Validation Secure Sockets Layer (EV SSL) certificate: This provides visual
indicators – a green address identifies a genuine website whereas a red bar would mean the site is
likely to be unsafe.
 Online spending limit: Some banks allow users to set an upper limit on a transaction or a daily
limit on credit, debit, or Digital Banking transactions. This mitigates risk in case of a breach.
Company Profile
Overview of HDFC Bank:
HDFC Bank was incorporated in August 1994. As of March 31, 2019, the Bank had a
nationwide distribution network 5,103 branches and 13,160 ATM's in 2,748 cities/towns.
HDFC Bank Ltd. is an Indian financial services company. The Bank operates in four
segments: treasury, retail banking, wholesale banking and other banking business. HDFC
Bank was promoted by the Housing Development Finance Corporation, a premier housing
finance company of India. HDFC Bank commenced operations as a Scheduled Commercial
Bank in January 1995. Total assets: US$140 billion, 2018.
Distribution network of HDFC Bank:

HDFC Bank is headquartered in Mumbai. As of March 31, 2019, the Bank's distribution
network was at 5,103 branches across 2,748 cities
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Business Focus:
HDFC Bank's mission is to be a World

Class Indian Bank. The objective is to
build sound customer franchises across
distinct businesses so as to be the
preferred provider of banking services
for target retail and wholesale customer
segments, and to achieve healthy growth
in profitability, consistent with the bank's
risk appetite. The bank is committed to
maintain the highest level of ethical
standards, professional integrity,
corporate governance and regulatory
compliance. HDFC Bank’s business
philosophy is based on five core values:
Operational Excellence, Customer
Focus, Product Leadership, People and
Sustainability.
Over the years, it has focused on

enhancing its digital capabilities and
providing a more seamless experience
for customers. Its annual report for 2017-
18 states that over 85 per cent of its
transactions occur through digital
channels. With more than 4,787
branches, that is a tremendous
achievement. It enables the bank to
deepen penetration, at the same time
lowering costs and improving
profitability. “This has led to a larger
distribution footprint and a superior customer experience, resulting in higher market share at
low cost,” Chairperson Shyamala Gopinath professes in the Directors’ Report.
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Mission, Vision and Objective:
Mission and vision:

To become the undisputed market leader in providing housing related finances, to realize the
dream of shelter for all in Sri Lanka. The Bank has adopted industry leading best practices in
establishing a set of operating principles which govern how risks of a significant business
disruption are mitigated to protect the Banks customers, employees and stakeholders.
HDFC Bank's mission is to be a World Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank’s business philosophy is based on five core values: Operational
Excellence, Customer Focus, Product Leadership, People and Sustainability.
Objective:
 Increase their market share in India’s expanding banking and financial services
industry by following a disciplined growth strategy and delivering high quality
customer service.
 Leverage their technology platform and open, scale able system to deliver more
product to more customer and to control operating cost.
 Maintain their current high standard for assets quality through disciplined credit risk
management.
 Develop innovative product and services that attract our targeted customer and
address inefficiency in the financial sector.
 Continue to develop product and services that reduce our cost of fund.
 Focus on high growth with low volatility.
Rise in Digital Channel and Technology:

HDFC Bank has seen transactions through digital channels rise from around 50% of the total
4 years ago to as much as 84% of the total as of today and against average of 5 million
customers adopting the digital then, there are today average of over 20 million customers
engaging digitally with the bank.
Munish Mittal, CIO & Group Head-IT of the bank, explains this transformation to Banking
Frontiers: “About 4 years ago, we obviously had a comprehensive internet banking. Then
came ‘chutki mein loan’, and mobile app gradually became the preferred ‘on-the-go banking’
vehicle with ‘bank aap ki muthi mein’. The journey continued with DAP, our digital
application platform for loan and card products, followed by UPI, IMPS and digital
payments. All these formats have impacted our digital transaction processes and transactions
through these channels have risen manifold.
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Organisation Structure of HDFC Bank (Dhanbad Branch)
Branch Manager
PBA TA RBH
(Personal Banker Authoriser) (Teller Authoriser) (Relationship Banking Head)
PB PB BSO Tellor RM CARM

(Sales) (WB) (CSO)
Products of HDFC Bank:

 Account & Deposits
 Loans
 Cards
 Demat
 LAMF( loan against mutual Fund)
 Investments
 Insurance
 Forex
 Mutual Funds
 Safe Deposit Lockers
 Private Banking
 NRI Banking
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 Premier Banking
Accounts and Deposits

Saving Account
Whether you are a student, homemaker, business owner, salaried employee or a senior
citizen, an HDFC Bank Savings Account is just what you need to manage your money more
efficiently.
From regular savings accounts to premium accounts with personalised services, HDFC Bank
offers customers different types of savings accounts to cater to every customer’s unique and
diverse needs.
1. Saving max Account:
 The Average monthly balance in savingmax account is 25,000

 Save up to Rs. 6,370 when you open a SavingsMax Account with HDFC Bank.
 Get our Platinum debit card free for life
 Insurance benefits of up Rs 1.29 Cr
 free transactions on Online NEFT/ RTGS as well as any ATM across India
2. Women’s saving Account:

 To open a Women's Savings Account, a minimum initial deposit of Rs. 10,000 is
required for Metro & Urban branches, Rs. 5,000/- for Semi-urban & Rural branches
and Rs. 2,500 for rural branches
 Customized Easy Shop Woman's Advantage Debit Card

 Exclusive shopping benefits
 Insurance Benefits – Accidental Death & Hospitalization cover
 Preferential loan rates
3. Regular Saving account:
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 To open a Savings Regular Account, a minimum initial deposit of Rs. 10,000 is

required for urban branches, Rs. 5,000/- for Semi-urban branches and Rs. 2,500 for
rural branches
 Exclusive Debit card for your needs

 Access to wide network of branches & ATMs
 Annual Maintenance Charge (AMC) waived off for the first year for the first new
Demat account
 Personalised cheque books and the option to choose a debit card to match your
lifestyle needs.
4. Senior citizen Account:
 A minimum deposit of Rs. 5,000/- is required to open a Senior Citizens Account

 Free International Debit Card
 Insurance Benefits
 Preferential rates on FDs
 AMC waiver for first year of first Demat Account
5. Digi save Youth Account:
 To open a Digi Save Account, a minimum initial deposit of Rs. 5,000 is required for
Metro/ Urban branches, Rs. 2,500/- for Semi-urban / rural branches
 Digital Platforms for all your needs
 First year free Times Points Debit card
 Special pricing - Education Loan & Forex Cards
6. Kids Advantage Account:
 A minimum Average Monthly Balance requirement of Rs. 5,000/-

 ATM/Debit Card for Children
 Education Insurance cover Benefits
 Money Maximizer / net banking
7. BSBDA small Account:
 It is a zero Balance account

 Free Rupay Card
 free withdrawals per month
 Access to wide network of branches & ATMs
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Current Account:
 Plus Current Account
 Trade Current Account
 Premium Current Account
 Regular Current Account
 Apex Current Account
 Max Current account
 Reimbursement Current Account
Deposits
Regular Fixed Reccuring Fixed

Dream Deposit
Deposit Deposit
5 year tax saving Overdraft against

Fixed Deposit fixed deposit
Sweep in Facility
Loans
Personal Loan:
 EMI starting at Rs. 2187/ lac
 Loan up to Rs 40 lacs
 Loan disbursal in 4 hours
 Minimal documentation
Home loan:
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 Quick Processing
 Free & Safe Document Storage
 Interest rates
 Special lower interest for women
Easy EMI Loan:

Consumer durable
Easy EMI Loan
Lifestyle
Life care
Car Loan:
Two Wheeler Loan:

 Any two wheeler loan
 Super bike Loan
Three Wheeler Loan:

 Up to 90% funding
 Loan without income document
 Up to 48 months tenure
Business Loan:
 Quick Disbursals
 Complete Transparency
 Competitive Pricing
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 No Security Required
Education Loan: Loan for Indian

Education
Central
government interest
subsidy scheme
For Foreign
Education
Loans for Professional:

 Fast Approvals
 Special Loans for Doctors
 No Security Required
Gold Loan:
 Minimal Documentation
 Disbursal in 45 Minutes
 Secure
 Flexible rate of interest
Loan against Assets:
Loan against
Loan against
rental
securities
receivables
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Rural Loan:
Loan Against Property:

 Low EMIs
 Speedy Loan Approvals
 High Loan Amount
Loan against Securities:
 Anytime, Anywhere Access
 Auto Renewal Facility
 No Prepayment Penalty
 Pay interest only on loan amount utilized
Loan on Credit card:
Insta loan
Insta Jumbo Loan
Balance transfer on EMI
Smart EMI
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Pradhan Mantri Mudra Yojana:
 Loans up to Rs10 lakh

 Quick Disbursal
 Secure
 Minimal documentation
Card:
 Debit card
 Credit card
 Prepaid card
 Forex Card
 Credit card reward Programme
 Loan on Credit Card
Demat
 Demat Account
 Two in 1Account
 Three in 1 Account
 NRI demat Account
 Investment Assist
Investment:
 National Pension plan
 Public Provident Fund
 Atal Pension Yojana
 Invest Track
 Investment Product
 Hdfc Bank Research
 Sukanaya Samriddhi Account
Insurance:
Come to know about insurance. Hdfc have tie up with three insurance company i.e.
 HDFC Life
 Aditya Birla
 TATA AIA
Their plan are: - 1. ULIP
2. Super Income Plan
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3. Child Policy:-
 HDFC Life Youngster Udan

 HDFC SL Young Star Super Premium
4. HDFC Life Sanchay Plus
5.Waiffed Off facility
ULIP PLAN:-
ULIP Plan in HDFC Life (unit linked insurance plan):-life insurance + Investment (equity +
debt)
Under this plan they offered 10-15 years plan with 5 year lock in period which means that
under years we cannot withdraw our money. If we withdraw then we doesn’t get sum assured
amount.
- (45) = Sum assured 10 times
45 and above = 7 times – Tax free
 5 lakh sum assured

 80 C Benefit
 1010D Benefit –tax free
 Market linked Plan
 4 Fund
 After completion of 60 month we can partial withdraw or continued

Under ULIP plan there are two types of plan :-
 Pro-Growth Plus
 Pro-growth super II
Pro – growth:-
 Death Benefit
 10.5% Premium
 Premium * 10 times
Super II:-
 Future value + sum assured= death Benefit

 Loan facility is not available under this
Super Income Plan:-
If we are planning to invest 1 lakh then,
 Total term 24 year
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 Premium Paying term 12 year

 80C Benefit
 10101D Benefit
 Next 12 year 96,000 payment
 Loan available under this scheme
Child Policy
HDFC LIFE YOUNGSTAR UDAAN
Since the birth of the child we, as parents, make sincere efforts to ensure that the child
can dream big without having second thoughts and hence work towards
accomplishing his/her dreams. We, at HDFC Life, are here to help you empower your
child’s dreams and live the rest of your life as the proud parents you deserve to be.
1. Death Benefit option
2. Maturity Benefit
3. Guaranteed option benefit
4. Bonus
5. High Sum insure Rebate
6. Loan facility
7. Grace period
HDFC SL YOUNG STAR SUPER PREMIUN:-
 Maturity Benefit
 Partial Withdrawal
 Death Benefit
 Revival of Discontinued Policies
 Tax Benefit

HDFC Life Sanchay Plus:-
 Guaranteed Additions (GA)

 Maturity Benefit
 Death Benefit
 Add-On Plans:-
 HDFC Life Critical Illness Plus Rider –
 HDFC Life Income Benefit on Accidental Disability Rider
 Free-look Period
 Grace Period
 Lapsation
Waiffed Off facility:-
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If the Life Assured becomes totally disabled (as defined below) before the expiry date, we
will, after a period of more than twenty-six consecutive weeks, waive the premiums for the
Policy
 Total Disability
 Recurrence of Disability
 Medical Evidence
 Cancellation and reinstatement
Forex
 Travel Solution
 Remittance Product
 Other Forex Service
 Forex card
 Forex help
 Buy forex card
 Forex Exchange
EMI Calculator
 Personal Loan EMI Calculator
 Car Loan EMI Calculator
 Two wheeler Loan EMI Calculator
 FD/RD Calculator
 Gold Loan Calculator
Digital Services/Product of HDFC Bank And Digital

Initiative:
 30 min Auto Loan Using Bio metric Technology
 10 second Personnel Loan of Net Banking
 Payzapp and net Banking
 Lite Application / HDFC lite
 Missed Call recharge
 Instant Loan at ATM
 Robotic Assistance
 EVA
 Online Credit Card
 Payments
Other digital Products are:-
Zip Drive
AUTO LOAN
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Quick money
Jaldi five
Quick paisa
TWO WHEELER
Zip ride
LOAN
30 min Auto Loan Using Bio metric Technology:
Country’s second largest private sector lender HDFC Bank on Monday launched ’30-min
auto’ and ’15-min 2-wheeler’ loan schemes, for which customers have to provide only their
biometric details.
“The 30-minute auto loan is available for HDFC Bank customers, as well as others. With this
technology-enabled solution, loans for two-wheelers can also be approved within 15
minutes,” the Bank said in a release.
Any person willing to avail a loan can walk into an auto dealership or any other touch points
of the bank and provide the Aadhaar card number and fingerprint, it said.
If eligible, based on the profile, the loan will then be approved with minimal documentation
required from the customer within record time, it added.
“Customer convenience lies at the heart of our digital banking initiatives. they believe the 30-
minute auto loan will be the next level in financing and addressing customer need,” said
Ashok Khanna, Senior Executive Vice-president, Business Head (Vehicle Loans).
According to Reserve Bank of India data, HDFC Bank recorded transactions worth Rs 6,031
crore at the end of March. The total value of transactions on the mobile banking platform in
the sector stood at Rs 16,914 crore.
Go to bank with Adhaar card and pen card
Having no Documentation
Santioned within a sec on having net bank Id
Directly Transfer to Company Account
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10 second Personnel Loan of Net Banking:

HDFC Bank, India’s second-largest private lender recently launched an attracting personal
loan offer no one can deny. Incorporated in the year 1994, this Indian banking and financial
company has introduced a 10 second paperless personal loan plan for their existing
customers. If you are a HDFC customer, you would have noticed a pre-approved personal
loan offer waiting for you to apply in your kitty.
Features of HDFC 10 Second Personal Loan Offer
 Paperless personal loan plan.

 Hassle-free and transparent personal loan process.
 Time saving loan scheme as users need not wait for loan disbursement.
 Low interest rates of 11.49% to 19.50% p.a with special interest rates for women.
 Loan amount of up to Rs.15 lakh available.
 Tenure ranging from 12 to 60 months.
 Low processing fee and zero hidden charges for personal loans.
 Nil prepayment charges for loan amount more than Rs.10 lakh with salary above
Rs.75, 000.
Payzapp
HDFC BANK LTD has launched PAYZAPP a mobile app that allows the customer to
broadly do 5 things:-
 Manage debit/ credit card details

 Recharge and pay bills,
 Use virtual card,
 Send money through wallet
 Shop.
The app is available only for HDFC BANK customers and can be downloaded from
GOOGLE PLAY STORE this app is available only for android phone users. PAYZAPP
contains a prepaid wallet and a virtual prepaid card. Bank customers can also store their
credit or debit cards in a dematerialized form in the app and use them for electronic
payments. Customers can also send money to peers through the app using the IMPS platform.
With PayZapp, we can shop on our mobile at partner apps, buy movie tickets, music and
groceries, compare and book flight tickets and hotels, pay bills and recharge our mobile,
DTH and data card.
Once the app is installed the customer is registered with the bank, then after filling details
such as full name, email-id, date of birth, etc. one has to create personal identification number
(pin). Login Id will be the customer’s mobile number. In order to send money through
contact list on email-id one will have to first load money in the wallet by linking either
HDFC BANK debit/ credit card. The transaction happens on Visa and Master card platforms
30 | P a g e
only. Hence, to load money in wallet one will have to provide card details and amount then
one can send money to any mobile phone number in one’s contact list or to an email-id from
the wallet. Once, all the steps are completed in order to pay the required amount then the
customer will be directed to choose card option and approve the transaction.
What can you do with PayZapp?

 Mobile Recharge/Utility Bill payment
 Book Movie Ticket
 Get Best Travel Deal
 Order / Pay for Dining or Fast Food
 Online Shopping
 Buy Gift Card
 Online Grocery Shop
3 Simple Ways to Make Payment with PayZapp
Scan with Bharat

QR Code and Pay & Send Online pay
Pay
31 | P a g e
How to get started?
 Download Payzapp:
 Available on Google play
 Give a missed call on toll-free no 18008334141
 SMS Payzapp to 5676712
 Scan the QR code
Lite Application / HDFC lite
Presenting the HDFC Bank Mobile Banking LITE App – An App that works without an
Internet connection. The App is light, so it doesn’t take too much space on your phone and is
quick to install, even over slow connections. You don’t need a Login ID / Password to use the
app. Still, it is secure as the App works only from your mobile number that’s registered with
the bank.
Features:
Use the app anywhere – regardless of whether you have internet or not!
You won’t spend much time or use a lot of data to download this app, as its quite light (less
than 1MB)
You needn’t remember login IDs / passwords or even SMS short codes or toll-free numbers.
Don’t worry about the security either as it works only from your mobile number registered
with the bank. (You need to be registered for SMS / Toll-free banking facility If you aren’t
registered, you can always do so using the app)
Use the app in English or Hindi – whatever you find easier.
iOS users can also access these features on the HDFC Bank Mobile Banking Card
HDFC Bank Mobile Banking LITE App lets you…
 Check your A/c balance
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 Get a mini statement of your A/c

 Request for a cheque book
 Request an A/c statement
 Check status of cheques you’ve issued
 Stop payment for your cheques
 View fixed deposit summary
 Create Mobile Banking / Net Banking password
Missed Call recharge:
Recharge your phone – anytime, anywhere – with a simple missed call!

We’ve been trying to make life easier for you… Not just when it comes to your banking
needs! You, and your family & friends can now recharge your mobile phones just by giving a
missed call to 73 08 08 08 08.
There’s no need to visit any shop, or download an app – all you need to do, is save 73 08 08
08 08 on your phone and give a missed call whenever you want to recharge your phone!
What’s more – you can connect your family or friend’s mobile numbers to your account and
allow them to recharge their phone easily too.
Benefits:
Features:
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Instant Loan at ATM
In today’s technological world, technology has been slowly taking over manual tasks. From
improving output on the production lines to more specialized tasks that improve the speed of
the process and cut down on costs, machines seem to be taking over. This trend has moved
from production to other sectors such as Banking. From the inception of ATMs, the customer
interactions with bank tellers have been slowly decreasing.
We visit the ATM to withdraw money and drop off checks and the interaction with cash
tellers has been on the decline. ATM’s have now progressed from slowly taking over the job
of the teller to taking over the job of a loan officer for small credit loans. Some of India’s
leading banks have begun taking part in the process to automate loans and among them
HDFC,
The ATM is now capable of providing loans that have a 10 second approval time and it
seems to be a big hit with their customers. HDFC has already reported that over 12% of the
retail loans provided by the bank are coming by way of ATM personal loans.
Robotic Assistance:
HDFC Bank, the country’s second-largest private one, will be using robots at its branches, to
assist customers.
Nitin Chugh, their country head for digital banking, said more ‘humanoids’ would be
deployed after seeing the response from customers. Then, the scale of work done with these
would be expanded.
This is part of an Artificial Intelligence (AI) project it began last year, to improve its
technological capability. The bank is looking at using AI to better its customer service, beside
marketing, process automation and other aspects. It is also looking at using these methods to
drive growth in rural areas, for which it is open to partnering with financial technology
entities working in these places.
HDFC says a majority of its customers have moved to digital banking (71 per cent at end-
March 2016). So, it says, it is focusing on a second leg of the digital process. In line with this,
it has forayed into the use of chatbots, computer programs powered by AI and which can
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imitate conversations like a human, for help with transactions such as recharge, bill payment
and so on.
EVA:
HDFC Bank's EVA (Electronic Virtual Assistant) is India's first and largest Artificial
Intelligence powered banking Chabot. Eva was built with the aim to leverage latest
technologies to help serve our customers better and faster. Eva uses the latest in AI
and Natural Language Processing to understand the user query and fetch the relevant
information from thousands of possible sources, all in a matter of milliseconds.
Customers can get the information they are seeking instantaneously by conversing
with Eva in human language instead of searching, browsing, clicking buttons or
waiting on a call.
Features:
 Always at your service
 Quick and Easy
 Always learning and evolving
Ways to connect with EVA:
We can find Eva on all of HDFC Bank's digital platforms such as the website, mobile site and
the dedicated portal for the bank's customers.
She is also available on voice via Google Assistant. Just say "Ok Google, talk to HDFC
Bank" into your Google Assistant to interact with Eva.
You can also talk to Eva through Amazon Echo devices. Just say "Alexa, open HDFC Bank"
to connect with Eva
What can you ask:

 "Tell me the IFSC Code of ____ branch"
 "Give me the address of _____ branch"
 "Rates and charges of _____"
 "Documents required for ___ loan"
 "How can I get a ____ loan"
Online Credit Card:

In July 2004, HDFC Bank became the first bank in the county to offer credit cards in
over 100 cities. Initially, the Credit Card was launched in over 40 cities. In the
beginning, the credit cards were issued under three categories namely the HDFC Bank
international silver credit card; international Gold credit card and the Health Plus
35 | P a g e
International Credit Card. The Health Plus International Credit Card was the first
credit card in India with a special feature of free inbuilt cashless mediclaim
You can apply for an HDFC Bank’s Credit Card either by visiting the nearest branch
of HDFC Bank or can apply via online.
Card, by using the customer ID and mobile number via online.
SWOT analysis:
•High degree of customer •Attrition rate in HDFC

satisfaction is low.
•Good financial advisors •Some product lack
•Located in 1,174 cities with in performance
800 location
Strength Weaknesses
•Better asset quality •Non performing

Opportunities Threats
parameters assets (NPA)
•Improved it’s bad increased
debts portfolio •Competitors in the
•Good opportunities in market
abroad
Short overview of HDFC Bank,(Dhanbad branch) where I did my

SIP:
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Bank:
HDFC Bank
Branch: Dhanbad
Open Hours: Monday to Saturday 10 am to 4 pm
Mode Of
Cash, Cheque, Demand Draft and Net banking
Payment:
Contact: 0326-2303458
Bank Details: HDFC Bank Dhanbad ALLA0210014
Remittance
NEFT
Services:
Location: Dhanbad, Dhanbad
City: Dhanbad
District: Dhanbad
State: Jharkhand
Pincode: 826001
Country: IN
1st Flr Shri Ram Plaza, Bank More, Dhanbad, Jharkhand

Address:
826001
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CHAPTER 3
38 | P a g e
Interpretation of PIE
And BAR Graph
Analysis of data Collected Through the Questionnaire:

I have analysed the Data Collected through the questionnaire and have Classified the data
into tables.
TABLE 1
The Given below BAR Graph shows the response of 130 Customer
Do you use E-banking
 Yes
 No
Interpretation
Out of 130 Customer yes is 96% .it means that many Customer of HDFC Bank use E-
Banking. Reason should be of better service and segment their product in every field. Only
4% of Customer are not taking the service of E- banking.
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TABLE 2
The given below result shows the Which attribute of the bank do customer value the most.
Interpretation
Out of 130 respondent trust and technology used attribute (i.e. 30%) is used by more number
As HDFC is in a leading position because of its Trust factor and also day 2 day they are
advancing in their product and services. Location cannot be an issue because Dhanbad is an
Urban are where Banks are easily available. Least among all is the quality of service. Many
times Employee irritate because of pressure and they will not able to give proper service to
their customer which result in poor service.
TABLE 3
The given below pie chart shows the the usage which online banking operations do you they
use the most?
40 | P a g e
Interpretation
Out of 130 respondent 46% use HDFC Net banking because they get all services like transfer
of fund, bill Payment, FD, RD paying EMI everything. Also the service of this Application is
also up to the mark. Then next is PAYZAPP. Problem Regarding this application is that
many times Customer unable to Operate because of its network problem.
TABLE 4
The given below pie chart shows that What would encourage them to use more the online
banking services.
Interpretation
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Out of 130 respondent many customer are opting free transaction services in online banking
because it’s the day to day requirement and they are using with pay. Also next is higher
security. Like we trust any banker in the same way we can trust inline services. As in today’s
world operating net banking is very simple which encourage the usage of this services.
TABLE 5
The given Pie chart shows that Which online features do you Customer use regularly.
Interpretation
Out of 130 respondent we Find that many customer opt for fund transfer.as it is a general
transaction which is done by many HDFC customer. Then there are customer who use online
services for credit card payment and of knowing loan detail.
TABLE 6
The given below what is the Frequency of transactions.
42 | P a g e
Interpretation
Out of 130 respondent 31% maximum are the customer who are using 2-3 per week. 27%
once in a weak and 15% daily customer. The ratio of daily usage is less because there are
Many customer who doesn’t believe in online services .they have a fear of losing their
money. so it’s our work in bank to give all the necessary information of online services and
give them information about its features and Benefit.
TABLE 7
The given below shows about the transactions through internet secure
Interpretation
Out of 130 respondent 40% believe that e- banking is complete secure.32% dubious.
According to my point there are many online Product and services but there is no one to give
detail exposure of how to use, process, benefit. PB, RM, WD are busy in selling and
increasing their Profile.
TABLE 8
The given below bar graph shows the Problem faced by customer while using Banking
Services through E- channel.
43 | P a g e
Interpretation
Out of 130 respondent main problem arises due to lack of knowledge about Product, how to
use that service through internet or system. After that proper guidance .as I discuss earlier
customer doesn’t get proper guidance of how to uses that service. As now we are using smart
phone so we cannot blame any technology.
TABLE 9
The below line graph shows the Which of the following initiatives have been taken your
bank?
Interpretation
Out of 130 respondent 30% believe that Bank should take Community building Programs
initiative .there every people come to know about different services offered by bank. On
talking with people one could understand the system and its process.
44 | P a g e
TABLE 10
The below pie chart shows that how customer perceive Internet Banking System?
Interpretation
Out of 130 respondent 27% find that it is Rigidity.18% find Difficult accessibility and 19%
find its not easy.
TABLE 11
The below line graph shows How would they rate the satisfaction on the following aspects of
Net Banking?
Interpretation
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Out of 130 respondent the response for this question is positive. People are satisfied with the
speed, visual appearance, location and understanding. I did y server in Dhanbad where
customer already know about all the product .Only short briefing is needed to them.
TABLE 12
The last chart shows that how would they rate the overall experience with the HDFC Bank
Net Banking facility.
Interpretation
Out of 130 respondent 30% think that the service is good. People blame HDFC not because
of their service but they deduct account with unnecessary charges. 23% very good and 22%
excellent.
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CHAPTER 4
47 | P a g e
Conclusion
Electronic banking, which is the modern technology which is offered by the banks to their
customers so that they can conveniently conduct their banking transactions at a time that suits
them and can access their bank account for 24 hours a day and 7 days a week
Because of these technologies, banks are being able to reach their customers anywhere at any
time. Compared to banks abroad, Indian banks offering online services still have a long way
to go. For online banking to reach a critical mass, there has to be sufficient number of users
and the sufficient infrastructure in place so as to develop the concept of digital banking in the
Indian market, which is gradually being accepted by the people of the country as a whole.
Even, in a country like India, there is a need for providing better and customized services to
the customers. Banks must be concerned about the attitudes of customers with regard to
acceptance of online banking.
To sum up, opportunities in e-banking are immense but he only need is to explore them. The
nature of banking services may still be the same but the way in which they are being offered
has been changed dramatically. Banks must realize the seriousness of challenges ahead and
develop a strategy that will enable them to leverage the opportunities presented by e-banking.
There is a lot of scope for banking institution to expand their e-banking services to have a
more sophisticated customer base.
The project was an attempt to understand and perform the work in credit transaction and
credit appraisal proposal which I have included is just an example of it.
I have worked on many such proposals, which are beyond the scope of this project. Hence,
the whole experience of working in such renowned public sector unit was very good and
made me a learn a lot out of it.
48 | P a g e
BIBLIOGRAPHY
 MAGAZINE
1. BUSINESS WORLD
2. FRONTLINE
 NEWS PAPERS
1. ECONOMIC TIMES
2. THE HINDU
3. BUSINESS STANDARD
 You tube
1. Asset yogi
2. Banking preparation
 WEBSITES
1. WWW.HDFCBANK.CO.IN
2. WWW.GOOGLE.COM
3. WWW.WIKIPEDIA.COM
4. WWW.YAHOOFINANCE.COM
5. WWW.INDIABANKASSOCIATION.ORG.IN
6. WWW.SMETOOLKIT.ORG
7. WWW.ECONOMICTIMES.COM
 CIRCULARS, MANUALS OF HDFC BANK
49 | P a g e
Questionnaire
Please find few minutes to fill the following questionnaire. It has been designed only for the
purpose of Study and no data given by you would be published by your name
Demographic Question:
Name- Education-
Age- Family Income-
Occupation-
Specific Question:
 Do you use E-banking
 Yes
 No
 Which attribute of the bank do you value the most

 Quality of service
 Technology Used
 Trust
 Location
 Type of Bank
 What online banking operations do you use the most?
 Pay bills
 Payzapp
 Net Banking
 What would encourage you to use more the online banking services?
 Rewards (discounted fees for certain services)
 Simpler/clearer service
 Higher security
 Phone aid when setting up
 Free transactions
 Nothing else, I already often use online banking services
 Which online features do you use regularly
 Transfer Funds to Other Accounts
 Make Credit Card Payments
 Make Bill Payments
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 Download or View Account Statement

 Check book/ stop payment
 View loan detail
 View Demat account
 View Mutual fund
 Frequency of transactions
 2-3 times per week
 Daily
 Once per month
 Once per week
 Are transactions through internet secure
 Completely
 Somewhat
 Dubious
 Not at all
 Problem faced by customer while using Banking Services through E- channel
Very much Much Little Very little Not at all Total
1. Lack of knowledge
2. Lack of proper guidance
3. Obsolete technology
4. Increased work efficiency but reduced
5. Personal efficiency
6. Strain due to internet banking as compared
Tick the Appropriate Option as you want.
 Which of the following initiatives have been taken your bank?

 Loyalty programs
 Special Recognition programs
 Community building Programs
 Knowledge building programs
 All the above.
 How you perceive Internet Banking System?
o Complicated Technique
o Not Easy
o Difficult accessibility
o Rigidity
o Don’t get required response
o Poor Feedback
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 How would you rate your satisfaction on the following aspects of Net Banking?
Excellent Very good Good Fair Poor
 Speed of logging onto the NetBanking

 Visual appearance of NetBanking
 Ease of locating the transactions information on
 Ease of understanding the information given on the
 Speed of transacting on the Net Banking
Tick the Appropriate option according to you.
 The contribution of new technology to the success of banks in your opinion is:
o Vert High
o High
o Average
o Low
 How would you rate your overall experience with the HDFC Bank Net Banking
facility?
o Excellent
o Very good
o Good
o Fair
o Poor
52 | P a g e

Summer Internship Report Under A Topic ''Digitization''.

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Analysis of Digital Product of HDFC Bank

And its impact on Banking Sector with

SUBMITTED BY Under the guidance of

TABASSUM YASMIN HARISH KUMAR TAPARIA

Institute of Management and Information

SUMMER INTERNSHIP PROJECT

Submitted to Prof. (Dr) Surya dev

Date - TABASSUM YASMIN

Institute of Management and Information Science, Bhubaneshwar, Odisha bearing PGDM

I wish his success in all the endeavours in his life.

Date- (Mr. Harish Kumar Taparai)

3.1. Interpretation of PIE and BAR Graph

SCOPE & LIMITATION

The objectives of the study are as follows:

Benefits to the Bank:

 A better customer experience

Benefit to the Customer:

How HDFC Bank is giving shape to its digital vision

Guidelines in digital Product of HDFC Bank:

Distribution network of HDFC Bank:

HDFC Bank's mission is to be a World

Over the years, it has focused on

Mission, Vision and Objective:

Mission and vision:

Rise in Digital Channel and Technology:

Organisation Structure of HDFC Bank (Dhanbad Branch)

(Personal Banker Authoriser) (Teller Authoriser) (Relationship Banking Head)

PB PB BSO Tellor RM CARM

Products of HDFC Bank:

Accounts and Deposits

1. Saving max Account:

 The Average monthly balance in savingmax account is 25,000

2. Women’s saving Account:

 Customized Easy Shop Woman's Advantage Debit Card

3. Regular Saving account:

 To open a Savings Regular Account, a minimum initial deposit of Rs. 10,000 is

 Exclusive Debit card for your needs

4. Senior citizen Account:

 A minimum deposit of Rs. 5,000/- is required to open a Senior Citizens Account

5. Digi save Youth Account:

6. Kids Advantage Account:

 A minimum Average Monthly Balance requirement of Rs. 5,000/-

7. BSBDA small Account:

 It is a zero Balance account

Regular Fixed Reccuring Fixed

5 year tax saving Overdraft against

Easy EMI Loan:

Two Wheeler Loan:

Three Wheeler Loan:

Education Loan: Loan for Indian

Loans for Professional:

Loan against Assets:

Loan Against Property:

Insta Jumbo Loan

Balance transfer on EMI

Pradhan Mantri Mudra Yojana:

 Loans up to Rs10 lakh

2. Super Income Plan

 HDFC Life Youngster Udan

5.Waiffed Off facility

- (45) = Sum assured 10 times

45 and above = 7 times – Tax free

 5 lakh sum assured