A SUMMER TRAINING PROJECT REPORT ON

Submitted to KURUKSHETRA UNIVERSITY, KURUKSHETRA For the partial fulfillment of the requirement of the degree of Master of Business Administration

UNDER SUPERVISION: Mr. Gurpreet Singh

SUBMITTED BY : Neha Passi

( Branch Head ) M.B.A. (Final) Guru Nanak Institute of Management and Technology Mullana 135003

PREFACE
The successful completion of this project was a unique experience for me because by visiting many place and interacting various person, I achieved a better knowledge about sales . The experience which I gained by doing this project was essential at this turning point of my carrer this project is being submitted which content detailed analysis of the research under taken by me. The research provides an opportunity to the student to devote his/her skills knowledge and competencies required during the technical session. The research is on the topic Study on financial services offered by HDFC Bank.

DECLARATON
I,Neha Passi , hereby declare that the work embodied in this project report Study on financial services offered by HDFC Bank was done by me under the supervision of Mr. Gurpreet Singh(Branch Manager),HDFC LTD. Ambala cantt. This project is done for the fulfillment of Degree of Master of Business Administration Program Of Kurukshetra University , Kurukshetra from Guru Nanak Institute Of Management , Mullana.I have not submitted this report to any other institute or University for the award of any other degree. ( NEHA PASSI )

ACKNOWLEDGEMENT
I devote all my achievements to the almighty whose blessings were with me throughout the entire course of my work. It is indeed a great pleasure and privilege for me to present Study on financial services offered by HDFC Bank in Ambala Cantt in year 2011. I take immense pleasure in thanking to Mr. Sandeep Kumar, Guru Nanak Institute of Management for giving me an opportunity to do this project and for their valuable suggestion and guidance. I also wish to thank our librarian for allowing me to use the library and for helping colleting books and magazines. I also extend my thanks to all those who directly or indirectly involved in my project completion. At last I would like to thanks once again to our faculty Mr. Sandeep Kumar whose sincere support has enable me at each and every step and his experience always give me the right direction to achieve my goal.

INDEX Preface Declaration Acknowledgement

INTRODUCTION TO THE STUDY COMPANY PROFILE BUSINESS PROFILE RESEARCH METHODOLOGY 6-7 8-12 13-37 38

Research Design Sampling Data Collection Objective of study Limitations of Study

39-40 40 41 42 43 44-59 60 61-63 64-65 66-70 71

DATA ANALYSIS & INTERPRETATION SWOT ANNALYSIS SUGGESTIONS CONCLUSION ANNEXURE BIBLIOGRAPHY

INTRODUCTION
HDFC Bank was incorporated in Aug. 1994 and promoted by Housing Development Finance Corporation Limited (HDFC) India's premier housing finance company which also enjoys an impeccable track record in India as well as in international markets. HDFC was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry.HDFC Bank concentrates in four areas - corporate banking, treasury management, custodial services and retail banking. It has entered the banking consortia of over 50 corporate for providing working capital finance, trade services, corporate finance and merchant banking. It is also providing sophisticated product structures, sound advice and fine pricing mainly in areas of foreign exchange and derivatives, money markets and debt trading and equity research through its state-of-the-art dealing room. With its sophisticated and customer friendly facilities & services including multi-branch access, ATMs & cluster deposits and is well positioned to establish a significant niche for itself in retail banking. In Feb. 2000, Times Bank has been amalgamated with the bank. This is an important milestone in the history of bank as well as Indian banking sector, being the first merger of two private sector banks. This adds significant value to bank in terms of increased branch network, expanded geographic reach, enhanced customer base, skilled manpower, etc. Recently HDFC BK & Life Insurance Corporation (LIC) forms alliance for online facility for payment of insurance premium. With this facility, LIC policy holders can now pay their insurance premiums through HDFC Bank's on-line payment facility. HDFC BANK has become the first private sector bank to be authorized by the Central Board of Direct Taxes (CBDT) as well as the RBI to accept direct taxes, commencing April 01 2001. The taxes will be accepted at specified branches of the bank. Also it has announced a strategic tie-up with a Bangalore-based business solutions software developer Tally Solutions Pvt (TSPL) for developing and offering products and services facilitating on-line accounting and banking services to SMEs (Small and Medium Enterprises).In 2001-02 the bank was listed on the New York Stock Exchange in the form of ADS. Each ADS represents 3 equity shares. Consequent to the issue, the paid up capital of the Bank has increased by Rs.37.42 crores.

COMPANY PROFILE
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an in principle approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry. The bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995.

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

Business Focus
HDFC Bank's mission is to be a World Class Indian Bank. The Bank's aim is to build a sound customer franchise across distinct businesses so as to be the preferred provider of banking services in the niche segments that the bank operates in and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank aims to ensure the highest level of ethical standards, professional integrity and regulatory compliance. HDFC Bank's business philosophy is based on four core values: Operational Excellence, Customer Focus, Product Leadership and People. The Bank signed a strategic business collaboration agreement with Chase Manhattan Bank in February 1999.

Capital Structure
The authorized capital of HDFC Bank is Rs.450 crores. The paid-up capital is Rs.281.2 crores. The HDFC Group holds 24.5% of the bank's equity while about 13.3% of the equity is held by the depository in respect of the bank's issue of American Depository Shares (ADS/ADR Issue). The Indian Private Equity Fund, Mauritius (IPEF) and Indocean Financial Holdings Ltd., Mauritius (IFHL) (both funds advised by J P Morgan Partners, formerly Chase Capital Partners) together hold about 11.6% of the bank's equity. Roughly 18% of the equity is held by FIIs, NRIs/OCBs while the balance is widely held by about 300,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange under the symbol "HDB".

Times Bank Amalgamation

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

Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over branches spread over cities all across the country. All branches are linked on an online real-time basis. Customers in 39 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centre where its corporate customers are located as well as the need to build a strong retail customer base. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centre where the NSE/BSE have a strong and active member base.
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The Bank also has a network of almost over networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders. It is the only bank in India which provides access to all the 3 major International Card Networks on its ATM network.

Management
Mr. Jagdish Kapoor took over as the bank's Chairman in July 2001. Prior to this, Mr.Kapoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, has been a professional banker for over 20 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy & administration and commercial banking. Senior executives representing HDFC and J P Morgan Partners (formerly Chase Capital Partners) are also on the Board. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength. Technology HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. The entire bank's branches have connectivity which enables the bank to offer speedy funds transfer facilities to its customers. Multibranch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs).

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The Bank has made substantial efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world class bank. In terms of software the Corporate Banking business is supported by Flexcube, while the Retail Banking business by Finware, both from I-flex Solutions Ltd. (formerly Citicorp Information Technology India Ltd.). The systems are open, scaleable and web-enabled. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share.

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BUSINESS PROFILE HDFC Bank caters to a wide range of banking services covering both commercial and investment banking on the wholesale side and transactional / branch banking on the retail side. The bank has three key business areas:a) Wholesale Banking Services The Bank's target market is primarily large, blue-chip manufacturing companies in the Indian corporate sector and to a small extent, emerging mid-sized corporates. For these corporates, the Bank provides a wide range of banking services, including working capital finance, trade services, transactional services, cash management, etc. Based on its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian corporate including multinationals, companies from the domestic business houses and prime Public Sector companies. It is recognized as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks. b) Retail Banking Services The objective of the Retail Bank is to provide a full range of financial products and banking services, giving the customer a one-stop window for all his banking requirements. The products are backed by world class service and delivered to the customers through various delivery channels including the branch network, as well as alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile Banking. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions, information and advice on various

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investment avenues. The Bank also has a wide array of retail loan products including Loans against shares, Auto Loans, Personal Loans and Loans for Consumer Durables and Twowheelers. It is also a leading provider of Depository Participant (DP) services for retail customers. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The debit card allows the user to directly debit his account at the point of purchase at a merchant establishment, in India and overseas. The Bank launched its credit card in association with VISA in November 2001. The Bank is well positioned as a leader in various net based B2C opportunities including a wide range of internet banking services for Fixed Deposits, Loans, Bill Payments, etc. c) Treasury Operations

Within this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the liberalization of the financial markets in India, corporate need more sophisticated risk management information, advice and product structures. These and fine pricing on various treasury products are provided through the bank's Treasury team. Rating HDFC Bank's programme for Certificates of Deposits has been rated by the Indian rating agency Credit Analysis & Research Ltd. (CARE). The CDs are rated PR 1+ is the highest rating for short term instruments indicating superior capacity for repayment.

AWARDS AND ACCOLADES

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HDFC Bank was selected as the "Best Bank - India 1999" and "Best Domestic Bank India 2000", "Best Bank - India 2001" by Euro money, and "Best Domestic Commercial Bank - India 1999" and "Best Domestic Commercial Bank - India 2000", "Best Domestic Commercial Bank - India 2001" by Finance Asia. In the October 2000 issue, Forbes Global selected HDFC Bank amongst the top 20 in the Forbes listing of the world's best small companies. Closer home, HDFC Bank was selected for The Economic Times Award - Corporate Excellence for Emerging Company of the Year 2000-01 and as Business India's Best Bank for the year 2000. In the year 2000, leading financial magazine Forbes Global named us in its list of "The 300 Best Small Companies" in the world and as one of the "20 for 2001" best small companies in the world. There have been some other proud moments as well: London-based Euro money magazine gave us the award for "Best Bank India" in 1999, "Best Domestic Bank" in India in 2000, and "Best Bank in India" in 2001 and 2002. Hong Kong-based Finance Asia magazine rated us "Best Domestic Commercial Bank in India" in 1999, 2000 and 2001 respectively and "Best Local Bank in India " in 2002. Asiamoney magazine has named us "Best Commercial Bank in India 2002". The Economic Times has conferred on us The Economic Times Awards for Corporate Excellence as the Emerging Company of the Year 2000-01. Leading Indian business magazine Business India named us "India's Best Bank " in 2000. Another leading Indian business magazine Business Today in a survey rated us "Best Private Sector Bank " in India in 1999. For our use of information technology we have been recognized as a "Computer world Honors Laureate and awarded the 21st Century Achievement Award in 2002 for

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Finance, Insurance & Real Estate category by Computerworld, Inc., USA. Our technology initiative has been included as a case study in their online global archives. NASSCOM and Economic Times.com have named us the Best IT User in Banking at the IT Users Awards 2003. We are aware that all these awards are mere milestones in the continuing, never-ending journey of providing excellent service to our customers. We are confident, however, that with your feedback and support, we will be able to maintain and improve our services.

Product Range Savings, Fixed Deposits, Current and Demat Accounts Savings Account: Apart from the usual facilities, you get a free ATM Card, Interbranch banking, Net Banking, Bill Pay, Phone Banking, Debit Card and Mobile Banking, among others.

HDFC Bank Preferred: A preferential Savings Account where you are assigned a dedicated Relationship Manager, who is your one-point contact. You also get privileges like fee waivers, enhanced ATM withdrawal limit, priority locker allotment, free Demat Account and lower interest rates on loans, to name a few.

Sweep-In Account: A fixed deposit linked to your Savings Account. So, even if your Savings Account runs a bit short, you can issue a cheque (or use your ATM Card). The money is automatically swept in from your fixed deposit into your Savings Account.

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Super Saver Account: Gives you an overdraft facility up to 75% of your Fixed Deposit. In an emergency, you can access your funds while your Fixed Deposit continues to earn high interest.

HDFC Bank Plus: Apart from Regular and Premium Current accounts we also have HDFC Bank Plus, a Current Account and then some more. You can transfer up to Rs. 50 lakh per month at no extra charge, between the four metros. You can also avail of cheque clearing between the four metros, get cash delivery/pickup up to Rs. 25,000/-, home delivery of Demand Drafts, at-par cheques, outstation cheque clearance facility, etc.

Demat Account: Conduct hassle-free transactions on your shares. You can also access your Demat Account on the Internet.

Innovative services for your convenience... Phone Banking: 24-hour automated banking services with 39 Phone Banking numbers available.

ATM 24-hour banking: Apart from routine transactions, you can also pay your utility bills and transfer funds, at any of our ATMs across the country all year round.

Intercity/Interbranch Banking: Access your account from any of our branches in cities.

Net Banking: Access your bank account from anywhere in the world, at anytime, at your own convenience. You can also view your Demat Account through Net Banking.

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International Debit Card: An ATM card you can shop with all over the country and in over 140 countries with. You can spend in any currency, and pay in Rupees.

Mobile Banking: Access your account on your mobile phone screen at no airtime cost. Use SMS technology to conduct your banking transactions from your cell phone.

Bill Pay: Pay your telephone, electricity and mobile phone bills through our ATMs, Internet, phone or mobile phone. No more standing in long queues or writing cheques.

Loans for every need Now, our loans** come to you in easy-to-pay monthly installments, and are available with easy documentation and quick delivery.

Personal Loans: Take a loan of up to Rs. 3 lakh for a wedding, education, purchase of a computer or an exciting holiday.

New Car Loans and Used Car Loans: Finance up to 90% of the cost of a car, new or used! And the loans come to you with easy documentation and speedy processing at attractive interest rates.

Loans Against Shares: Get an overdraft up to Rs. 10 lakh at an attractive interest rate against physical shares, up to 50% of the market value of your shares. In case of Demat

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Shares, you can get a Loan against Shares of up to 65% of the market value of your shares, till Rs. 20 lakh. PRODUCT RANGE SALARY ACCOUNT SAVING ACCOUNT CURRENT ACCOUNT FIXED DEPOSIT DEMAT ACCOUNT SAFE DEPOSIT ACCOUNT

SALARY A/C There are three type of product code in salary account .product code 105 is basically employees of the govt. department & product code 115 is only defense person and product

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code 120 is any private organization/department . If product code 120 account holder wants to a debit card then they have to paid Rs.100 per annum

Product code 105 115 Only defense 120

Average salary 7500 Up to 5000 5000

No. of Employee 10 10 10

Provide facility Free Debit card Free Debit card Free ATM

Costumers have always given their best to the nation. Its now HDFC BANK turn to provide costumer with the best salary account. Wit h HDFC Banks Salary Account, costumer receives an array of rewards with their monthly pay. All at no extra cost to customer.

Their employees get privileged services that help them achieve even more Direct Salary Credits Their employee need not go to the bank ,deposit their cheques and wait for it to be cleared .Their salary is automatically credited to their accounts Interbranch/Intercity Banking at 142 branches and over 360 ATMs No minimum Balance to be maintained in the account to avail of these benefits

Interbranch/Intercity Banking: - Costumer can use any of HDFC BANK branches/ ATMs across 111 cities in India, no matter where their account is held e.g. costumer may open their account in Pune and can operate this \account the next time costumer travel to Bangalore or for that matter from any other city. Also no need to open a new account when costumer gets transferred to another city where HDFC BANK has a branch. ATM 24-hour Banking: - Over 675 ATMs across 111 cities enable costumer to withdraw up to Rs.15, 000 a day.

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Free International Debit Card: - Its like an ATM Card that costumer can shop with and make payments at 25,000 outlets in India and 10 million worldwide. Costumer can also withdraw money from over 5.6 lakh Maestro/visa/Plus/cirrus ATMs, in 140 countries. HDFC BANK also waives the annual fee for one additional card per account for the first year.

Free Demand Drafts: Customers can avail of free demand drafts up to Rs.25, 000/- per instrument payable at any city where HDFC BANK have branches.

Free Phone Banking: - This 24- hours facility enables customer to conduct a range of banking transactions with just a call.

Free net Banking: - Customer can now bank at the click of a mouse, backed by the highest level 128-bit security.

Free Mobile Banking: - Customer can even conduct a range of banking transactions over a mobile phone, using SMS facility or a WAP activated phone. Free Personalized Cheque Book: - their employees get personalized cheque book with the name of the account holder printed on the cheque leaves. (1) Special features for the Defense person

Sweep-in Account: - This facility is a fixed deposit linked to savings account. So even if funds are short in the savings account, that entire customer has to do is just issue a Cheque. The money is automatically swept in from the fixed deposit into the savings account. The balance amount continues to earn high interest rate.

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Super Saver Account: - This account gives customer an overdraft facility of unto 75% of the Fixed Deposit in times of emergency. Customer can access their funds either through an ATM or by issuing a cheque, while the Fixed Deposit continues to earn high interest rate. Free Collection of Outstation Cheques: This account entitles customer to free collection of outstation cheques drawn on all cities where HDFC BANK has branches. (2) How else do customer benefit from HDFC Banks Salary Account? With HDFC BANK Salary Account, customer enjoys a number of privileged value added services such as: Direct Salary Credits: - Customer salary is automatically credited to their account. All customer have to do is inform their payroll department of their HDFC Bank Salary Account number. Bill Pay: No more waiting in queues to pay utility bills customer can use any of HDFC BANK e-Age banking channels like Phone Banking, Net Banking, Mobil Banking and ATMs to pay their electricity, telephone and mobile phone bills, and even LIC premiums. Demat Account: Customer can enjoy paperless trading, by opening a Demat account.

Joint Account facility: - Customer can open a joint account by opening a Demat account

Personalized Cheque Book: Customer get a personalized cheque book with the name of the entire account holder (S) printed on the cheque leaves. Insurance In case customer card is lost/stolen, customers are covered for any liability exceeding Rs. 500/- (After customer report the loss to the Bank). Please report of their card immediately to HDFC BANK Phone Banking service. Additionally, customer must report the loss/theft

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of their card to the nearest police authorities and forward a copy of the acknowledged report to the Bank. Additional Card Additional cards are available to Joint Account holders at an Annual fee of Rs. 100 per card. However, the operating instructions on the account should allow for financial transactions to be conducted singly by the Joint Account holders. Annual fee has been waived for the first year on one Additional Card. The services and applicable tariffs are listed below: Service offered Lost/Stolen Card Reporting Emergency Cash Disbursement Charges USD 35 per card USD 175 per disbursement + USD 25 per disbursement only in cases where emergency cash is disbursed by Visa Miscellaneous Customer Service enquiries through a member. USD 5 per call

Worldwide Assistance from MasterCard if customer has a Maestro Debit Card In case customers have any queries/problems while traveling abroad, assistance is available from Maestro Global Service from MasterCard International. The services and applicable tariffs are listed below: Services Offered Lost/Stolen Card Reporting Emergency Cash Disbursement Miscellaneous Important Please sign on the reverse of the card on the signature panel. Charges US$ 35 US$ 95 US$ 7.75

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 Their personal Identification Number (PIN) will be mailed to customer separately. Please ensure that customer receive this after customer receive their card. In case customers do not receive it please contact the nearest branch or call Phone Banking. Master Cards are being issued in select cities only. Their Card is valid in India and abroad. Customer cannot make foreign currency transactions in Nepal and Bhutan (i.e. transactions in currencies other than local currency of Nepal / Bhutan or Indian Rupees). In case of multiple accounts linked to their card, all their transactions at Merchant Outlets, Visa/PLUS ATM and Cirrus ATM locations will access one account i.e. the Primary Account Number designated by customer. The four-digit PIN helps customer to access their accounts. Do not reveal their PIN to anybody. Only customer should know this number. Please ensure that while using the Card outside India customer are doing so strictly in accordance with RBIs Exchange Control Regulations, as prevailing from time to time. Their aggregate expansive incurred abroad (i.e. through payments in cash/travelers cheques and through the Car) should not exceed the limit, set by RBI, As prevailing from time to time. Violation of these regulations in any manner would be liable for action under the Foreign Exchange Management Act, 1999. The onus of ensuring compliance with the regulations is with customer, the holder of the International Debit Card.

SAVING ACCOUNT The e-Age Saving Account from HDFC Bank brings customer a comprehensive range of products and services. Each one is designed to minimize their effort, making it much simpler for you to do their banking. HDFC BANK now has 211 branches in 110 cities and over 650 ATMs across the country. Add to this an international network of over 6.5 lakh ATMs which customer can access with their international Debit Card. Thats world class banking for customer.

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Free 24 hour ATM:- Customer can withdraw up to Rs. 10,000 per day from any of HDFC BANK extensive network of over 650 ATMs across 110 cities all over the country. Customer can also deposit cash/cheques, get an account balance, request for a cheque book and transfer funds, all at the push of a few buttons. This amazing facility is available 24 hours a day 365 days a year. Rs. 15,000 per day with their Debit Card. Free Net Banking: - HDFC BANK convenient Net banking facility will open up a whole amount of services for customer at just the click of a mouse. Customer can: Check their up to the minute account balance etc. Open a Fixed Deposit. Get a Demand Draft Make a TDS inquiry Request a stop payment on a cheque Request for a new cheque boom Transfer funds within their own accounts Carry out third party transfer of funds

International Debit Card: The HDFC Bank international Debit Card lets customer shop and also withdraws money from HDFC BANK ATM network. With HDFC BANKS international Debit Card, customer can shop at 18,000 establishments in India and over 100 Lakh establishments in 140 countries. Customer can also withdraw cash from over 1600 VISA/Plus ATMs in India and 605 Lakh ATMs in 140 countries. The amount customer spend on their card will be automatically debited from their Savings Account. So when customer go shopping customer dont have to carry cash! Interbranch/intercity Banking:- Customer can access their account from any of the 211 branches in 110 cities and over 650 ATMs across the country. So customer can withdraw cash from another branch, through a self-cheque or an ATM. Customer could also transfer

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funds between two accounts, or deposit a local cheque in one branch and get is credited to their account in another city. Bill pay:- Now for the firs time ever, customer get an absolutely unique facility for paying their telephone, electricity, cellular phone bills and insurance premium at the push of a few buttons. Pay utility bills using the ATM, the Internet,. Telephone of mobile phone. NOTE: - On receiving Costumer instruction to pay their bill, the bill amount will be deducted form customer account. Free Phone Banking: - HDFC Banks 24 hour Phone Banking service lets customer conduct a wide range of banking transactions from the comfort or their home of office. Customer can: Get their account details Ask for a cheque book or a statement Open a Fixed Deposit Transfer money within their own accounts Order a Demand Draft Stop cheque payment, etc.

CURRENT ACCOUNT At HDFC Bank, HDFC BANK understand that running a business requires time and money, also that their business needs are constantly evolving. Thats where HDFC BANK comes in. HDFC BANK provides customer with a choice of Current Account options to exclusively suit their business whatever the size scope. Take Customers pick!
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Customer can choose the Current Account that works best for their specific business needs. 1. Regular Current Account

The regular Current Account requires an average quarterly balance of Rs.10, 000 only. Besides the free ATM card and easy accessibility, their first 50 cheque leaves are offered free. 2. Premium Current Account Their account can be operated from any of the branches for the depositing of withdrawing money. A Premium Current Account requires an average balance of only Rs. 25,000 per quarter. Moreover, for premium Current Account holders cheque leaves are free. Free Services offered to Regular and premium current Account holders: 3. One ATM card per account (only for individuals/Sole Proprietorships). Replacement in case of damaged cards. Monthly statement. Online, real-time Net Banking. 24 hours Phone Banking access (please check for availability in their city,). HDFC Bank Trade

It is a Current Account ideal for small funds transfer across various cities in the country. Trade Account is suitable for small businessmen and traders.

Features offered to HDFC Bank Trade Account holders: At par payable cheques. Free inter-city Funds Transfers up to Rs. 25 lacs. Free Pay Orders Free Demand Drafts Payable on HDFC Bank locations up to 30 per quarter. (Check with branch for value limits). ATM card for individuals/Sole Proprietorships. Free online, real time Net Banking. 24-hour Phone Banking access (please check for availability in their city).

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A Trade Current Account requires an average quarterly balance of only Rs. 40,000. 4. HDFC Bank Plus

Single Account, Multi-city Banking If their business regularly requires customer to receive and send funds to various cities in the country, HDFC Bank Plus provides customer with the means to facilitate such transactions efficiently. With just one account, customer have access to more that 111 cities in the country. In other words, the power of a single account and multi-city banking. This results in huge savings on inter-city movement of funds and other service charges. Furthermore, HDFC BANK strategic alliance with Chase Manhattan Bank gives customer the advantage of competitive rats for trade finance and faster inward/outward remittances. The average balance requirement for the HDFC Bank Plus account is Rs. 100,000 per quarter.

FIXED DEPOSIT Super save account (a temporary overdraft against their fixed Deposit) Would not it be great to earn a high interest on their Fixed Deposit and at the same time enjoy the liquidity associated with a Saving account/ Get their self the HDFC Bank Super Save Account and thats exactly what customer will have. How do I benefit from the Super Save Account?

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Maximum Liquidity Their Super Saver Account allows customer to issue cheques and use and ATM card for withdrawals, just like Savings Account. Customer can access their account from any of HDFC BANK 211 branches or over 650 ATMs spread across India. Even in an emergency, customer need not break their fixed Deposit to withdraw money. So customers get their money whenever customers need it. Easy operation Customer can open a supersaver Account with nominal sum of just Rs. 25,000 and enjoy a temporary withdrawal limit of up to 75% of their deposit Even after customer withdraw a part of their limit, their entire deposit continues to earn a high rate of interest, i.e. their deposit in not broken. Customer are required to pay an overdraft interest that is 2% more than the interest earned by their Fixed Deposit for the amount of overdraft, and only for the period for which customer use the money. Besides, customer can take an overdraft by simply using a cheque of through an ATM. Isnt that great? For overdraft limits greater than Rs. 2 Lakh, overdraft interest will be

charged at the Banks Prime Lending Rate (PLR).

High yield Customer can choose any account plan between 6 months and 5 years for their Super Saver Account. HDFC BANK personal Bankers will give customer expert advice on the best possible account plan yielding the most attractive interest, depending on their needs. Better Returns that a Savings Account Even if customer withdraw unto 70% of their Supersaver Account on day one and do not put it back for a year, customers still earn more than customer would through a Saving Account. Incredible isnt it?

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Free ATM Card With every Super saver Account customer get a free ATM Card. This allows customer to enjoy 24 hour banking 365 days a year, including Sundays sand bank holidays. Their convenience is all the matters. Available in select cities only

Personalized Cheque Book Customers also get a cheque book with every Super Saver Account, with their name printed on it. Overdraft on Current Account against their fixed Deposits Customer can also get an overdraft on their Current Account against their own fixed Deposits with the bank. Please contact their Personal Banker for details on documentation required.

SWEEP IN ACCOUNT (A Flexible Fixed Deposit cum Savings Account) Imagine having an account that changes to suit their needs. When customer want their money to earn high interest it worked like a Fixed Deposit, when customer want to withdrew money in a hurry, it works like a savings Account. Customer wins both ways So what is a Sweep-in Account It is a Fixed Deposit that comes automatically linked to a savings Account. So whenever customers short of funds in their Saving account and their money is blocked in a fixed Deposit, customer just have to issue a cheque (or use the ATM.) their money automatically gets transferred, i.e. swept-in from their fixed Deposit into their Saving Account. Its as easy as it sounds. To open a sweep in Account, all customer need is to open a Fixed Deposit as per the norms of the bank and a Savings Account with no minimum balance requirement.

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Customer need to maintain a minimum fixed Deposit of Rs, 50,000 at all times to avoid service charges. In case of non maintenance of Rs.50,000 in fixed deposits, customer savings Account will be subject to service charges as applicable. The saving account needs to be opened with an initial amount of Rs.5000. How does it work? Since the Sweep in Account holds their money in a Fixed Deposit in units of Re.1 every time money is swept from their fixed deposit to their Savings account, interest loss in minimized. Further, the amount swept in earns interest for the tenure that it has completed without any penalty. The rest of their deposit continues to earn the original interest rate till maturity. Theres more! Customer can, if customer like always open an add on deposit for just Rs. 5,000. Further, customer link as many deposits as customer like to their Savings account. And the Sweep in automatically chooses the oldest deposit first before sweeping money into their Savings Account. Enjoy the benefits of a truly flexible fixed Deposit. Just open a Sweep in Account. The Savings accounts comes with it. Call us and HDFC BANK representative will come over to their home of office and open an account for customer. Well take care of details and formalities including their photograph. DEMAT ACCOUNT Now customer can avoid mutilation, duplication and pilferage of share certificates. Open a Demat Account with HDFC Bank and protect their securities from damage loss and theft and remember, HDFC Bank is the largest depository participant amongst all banks. Why do I need Demat Account?

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With SEBI making trading mandatory in the Demat form and the advent of Rolling Settlements it is imperative that all investors have a Demat Account with a depository participant. When customer places a buy order, a seller can deliver the securities in Demat form, which can only be credited to a Demat Account. What benefits do I get from an HDFC Bank Demat Account No Account Opening Charges. Nominal Annual Maintenance Charges. Competitive fees for transactions. Demat Account Status on the internet. Option to open a Demat Account with NSDL, CDSL or both. Personalized instruction Book.

What other benefits do I get? Paperless trading which will help prevents mutilation. Loss and misplacement of certificates and eliminate the problems of bad delivery. Safety of their securities with HDFC Bank. Problems of bad delivery, theft or mutilation eliminated. Zero stamp duty. Faster settlements of buy and sell orders, direct credit of allotment from public/ rights/bonus issues.

How do I open an HDFC Bank Demat Account? Fill up the application form and the Agreement and get it singed by the entire applicant. Attach one photograph of each applicant. Provide proof of identity/Residence (copy of ration card/ driving license/voters ID/passport or PAN card). Please bring the original to the bank along with a photocopy. Annual charges of Demat account Rs.299 per annum

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Once their Demat account is active, customer will receive periodic account statements from HDFC Bank. HDFC banks Demat Account is also accessible on the internet, allowing customer to check balances, transaction status, Demat status etc. online.

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SAFE DEPOSIT LOCKERS Safeguard their valuables with HDFC Bank lockers. Their jewellery, share certificates and important documents are far too important for customer to risk keeping them at home. As an HDFC Bank customer, HDFC BANK offer customer a safe and secure place to guard their valuables from theft, fire or any unforeseen circumstances. Various locker Sizes: HDFC BANK lockers are available in various convenient sizes. Customer can choose the locker of their choice depending on customer requirement. Complete privacy: The spacious design and special mobile screens of HDFC BANK locker rooms provide complete Privacy. Besides, HDFC BANK allows usage of only one locker per row, at a time. Water Proof Fire Proof and Secure: the lockers are housed in a special area of the branch which is secured by strong room doors and tamper-proof locks. Besides, the walls of HDFC BANK locker rooms are specially treated to protect them from water seepage and fire. Convenient hours of operations: Their can operate the lockers during the branch timings, and even on Sundays at select braches.

SERVICE STRATEGY OF THE HDFC BANK HDFC bank aims at full customer satisfaction its customers range from ordinary household to high profile business houses. It has wide range of type of account and several other payment and deposition facilities to cater to the need of these customers for speedy transaction to match the demand of e-commerce .It has several model facilities like internet

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banking, telebanking etc. all the cheques presented to HDFC bank are accounted within a day where drawee branch is in the same city for out station cheques it takes maximum three days only. It has a team of dedicated motivated & trend professionals who listen to and sort out the problems of customers. To avoid long queue and waiting lines it has avoid network of reliable ATMs through out the country .It has ATMs are joined to the main server who satellite link which helps it to maintain data of every transaction ,after each transaction customer is served with the bank statement the customer may also access transfer his account via internet in addition all these services the bank also provides customers with debit and credit cards which allows them to make transaction any where in the world which has visa compatibility in this way hdfc bank epitomizes. The merits of both orthodox and electronic banking. Thus HDFC Bank not only tries to satisfy its customers but also make all attempts to delight them. HDFC Bank has three pronged services strategy: 1. 2. 3. People management physical Environment Management process Management

People Management HDFC Bank has well qualified team of professional team of professionals who are experts in customer relationship management. They have achieved. Thus level of expertise through training and motivation program taken up at regular intervals because of this high levels of competence HDFC Bank is often of called as Indian Foreign Bank. Physical Environment Management Every Branch and ATMs of HDFC Bank is located in the posh area of the locality it helps the bank to create a good image among customer. Further it helps customers access the bank facilities in leisure time that is while marketing or on way to some important destination.

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Further all ATMs and branches are fully air conditioned with relaxing environment which puts visitors at ease the peaceful hesitate the tension and stores of customers. Process Management HDFC Bank has simplified procedures for transaction and opening accounts it has done a way with Hussle of Gvasenter which are mandatory in many in many banks similarly it has done a way with many lumbers one and non essential procedures which helps customers reduce stress and under tension.

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RESEARCH METHODOLOGY Research in common parlance refers to search for knowledge. It can also be defined as a scientific and systematic search for information on a specific topic. A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. Decisions regarding what, where, when, how much, by what means concerning a research study constitute a research design. Sampling can be defined as the Selection of some part of an aggregate or totality on the basis of which a judgment or inference about the aggregate or totality is made

Research Design:Research is the process of systematic and in-depth study or research for any particular topic, subject or area of investigation, backed by collection, compilation, presentation and interpretation of relevant details or data. It is a careful search or inquiry into any subject or subject matter, which is an endeavour to discover or find out valuable facts, which would be useful for further application or utilization. Research may involved a scientific study or experimentation and result in discover or invention, which would aid ethics scientific development or decision making. It may also established relationship between variable and identified the ways and means for problem solving. In this project the following type of research is to be done. Exploratory or formulative research Exploratory research is a primary study of subject matter or investigation of the phenomena. It is not specific in nature but aims at understanding the broad contours of the subject. It is usually preliminary or pilot study and is followed by descriptive, experimental research. It does not have a formal and rigid design and as the research may have a formal and rigid design and as the research may have to change his focus or direction, depending on the availability of new ideas, new hypothesis, increasing the familiarity with the problem, assessing the feasibility of further studies etc.

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 Descriptive research Descriptive research aims a fact-finding and more often is based on survey, its purpose to descriptive the present state of affairs of the topic of study. Data are collected by one or more of the method of observation, interview. Diagnostic research This type of study is similar to a descriptive study but emphasizes on discovery of what is happening, why is it happening and what can be done about it. It attempts to identify the causes of a problem and its possible solution. it used case study method or in-depth approach to discover the casual relations. It uses small sample sizes and very deep probing data gathering devices. SAMPLING

Definition:Sampling may be defined as a selection of some part of an aggregate on the basis of which a judgment about the aggregate is made. In other words it is the process of obtaining information about an entire population by examining on the part of it. Sample should be truly representative of population characteristics without any bias so that it may result in valid and reliable conclusion. Area of sampling is Ambala cantt & Ambala city. The sample size is 200 which include all between age group 18-60 years with minimum qualifications required to be an advisor in the company. A questionnaire was prepared to gauge the awareness of HDFC Bank in Retail banking sector. Survey has been done in and out of the bank covering a wide cross-section of the society. The question was presented in one to one interview with each of the respondents. Responses of the question had been thoroughly analyzed. Conclusions had been arrived at using the response of the questionnaire.

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DATA COLLECTION METHOD There are two types of Data Collecting method. Types of data Primary data Secondary data Primary data: Primary data means data that are collected by different techniques like Questionnaire, Depth interview, Surveys, Schedules etc. In this project I have collected data by Questionnaire. Secondary data: Secondary data means data that are already available i.e.: they refer to the data which have already been collected and analyzed by someone else .Usually published data are available in: (a) Various publications of the central, state or local governments. (b) Various publications of the foreign governments. (c) Technical and trade journals.

Sources of Secondary data:-

Books, magazines and newspapers. Reports and publications of various associations connected with industry.
Internet

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OBJECTIVE OF THE RESEARCH

To know the various financial products provided by a Bank in the current scenario with reference to HDFC BANK.

To know the various facilities provided by the HDFC BANK with an aim to retain their customers. To collect the data of HDFC BANK .

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LIMITATIONS

No study is full proof or error free. This study has also got some limitations that are given below. The survey was limited within the geographic limits . Thus the results may not be

applicable to the whole country. Sample size was only 100.So the result may not reflect the actual situation. A large

sample size may reflect better result. Most of the people were either not very willing to spend time in discussing about

policies or were reluctant to tell about the plans for the fear of receiving unsolicited call from the company in order to promote its policies.

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Q1. Gender ? Table S.no 1. 2. Gender Male Female Total Base 200 respondents Graph No. of respondents 110 90 200 %age 55 45 100

Interpretations From the above table and graph it can be seen that 55% respondents are Male 45% respondents are Female

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Q 2. Your age ? Table S.no 1. 2. 3. 4. Age Category 18-23 yrs 24-29 yrs 30-35 yrs 35 yrs & above Total Base 200 respondents Graph No.of respondents 40 70 60 30 200 %age 20 35 30 15 100

Interpretations From the above table and graph it can be seen that 20% respondents age are 18-23 yrs. 35% respondents age are 24-29yrs. 30% respondents age are 30-35yrs 15% respondents age are 35 to above yrs

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Q 3. Marital Status ? Table S.no 1. 2. Category Married Unmarried Total Base 200 respondents Graph No.of respondents 140 60 200 %age 70 30 100

Interpretations From the above table and graph it can be seen that 70% respondents are married 30 % respondents are unmarried

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Q4. Your Occupation ? Table S.no 1. 2. 3. Category Business Profession Service Total Base 200 respondents Graph No.of respondents 40 108 52 200 20 54 26 100 %age

Interpretations From the above table and graph it can be seen that 20 % respondents occupation is Business. 54 % respondents occupation is Profession. 26 % respondents occupation is Service.

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Q 5. Your annual household income ? Table S.no 1. 2. 3. 4. Category < Rs. than 2 lac Bet. 2 to 5 lacs Bet .5 to 8 lacs > than 8 lacs Total No. of respondents 98 62 30 10 200 %age 49 31 15 5 100

Base 200 respondents Graph

Interpretations From the above table and graph it can be seen that 49 % respondents annual household income is < than 2 lacs 31 % respondents annual household income is bet 2 to 5 lacs 15 % respondents annual household income is bet 5 to 8 lacs 5 % respondents annual household income is more than 8 lacs .

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BANKWISE DISTRIBUTION OF ACOUNT HOLDERS Based on the response of 200 people following table has been made: NAME OF THE BANK HDFC ICICI UTI IDBI Graph NO. OF ACCOUNTS 54 65 36 45 %age 27 32.5 18 22.5

Interpretations RANK IN ORDER OF BANKS WITH RESPECT TO NUMBER OF CUSTOMERS HELD 1. 2. 3. 4. ICICI HDFC IDBI UTI

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Since HDFC Bank is number two in terms of number of account holders, and its positive image and enormous goodwill among masses elevates, its position from nicher to runner in retail banking sector. It can very well take on the challenge posed by ICICI Bank and try to improve its position by focusing on key strength areas and strategically eliminating its weak points.

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POPULARITY OF THE TYPES OF ACOUNTS Based on the response of 250 people following table has been made Name of Account SAVINGS CURRENT FIXED SALARY Graph Used by people 70 50 35 45 % age 35 25 17.5 22.5

Interpretation Types of accounts held by people ranked in order 1. Savings 2. Current 3 Salaries 4. Fixed

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Since saving account at the most popular among masses, innovative ideas has to be framed to inveigle new prospects into this venture. Possible targets could be school and college going students, housewives and small businessmen who could easily put their money from irregular source of income into this accouts.

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MOST SOUGHT AFTER ATTRIBUTES OF A BANK People ranked different attributes as 1, 2, 3 etc. Based on these responses mean rank has been calculated. ATTRIBUTES ATM FACILITIES LOCATION SERVICE ATMOSPHERE EMPLOYEE BEHAVIOUR MEAN RANK 2.6 3.88 2.72 4.24 5.276 3.388

MEAN RANK 6 5 4 3 2 1 0 ATM FACILITIES LOCATION SERVICE ATMOSPHERE EMPLOYEE BEHAVIOUR 2.6 3.88 2.72 4.24 3.388

5.276

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NOW ARRANGING THE MEAN RANKS IN ASCENDING ORDER WE GET THE OVERALL RANK WHICH IS AS FOLLOWS: 1. 2. 3. 4. 5. 6. ATM LOCATION EMPLOYEE BEHAVIOUR FACILITIES SERVICE ATMOSPHERE However it was felt during the survey that major constraint which may laggard the growth of HDFC Bank is the inadequate number of ATMs across the country. The Bank need to improve upon this front because in terms of customers consideration of attributes in choosing a bank ATMs and location of it are of paramount importance.

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SATISFACTION LEVEL OF CUSTOMERS FROM THE RESPONSES OF CUSTOMERS OF DIFFERENT TYPES OF ACCOUNTS CUSTOMER SATISFACTION LEVEL HAS BEEN GAUGED. SAVINGS CURRENT SALARY FIXED 80% 75% 85% 70%

100% 80% 60% 40% 20% 0% SAVINGS CURRENT SALARY FIXED Series1

As we can clearly make out from the graph above shown that salary account is most popular among the customers .After which savings is the second most popular among customers.

POSSIBILITY OF EXPANSION CONSIDERING PRESENT CUSTOMER BASE

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From the responses of question whether people would like to open another account following table has been made. YES NO Graph 45% 55%

Interpretation The chart above shows that 45% of people would like to open another account in the HDFC Bank, which means that they are satisfied with the facilities and services provided by the bank to them. While 55% of people says no to opening another account which means that they are not satisfied with the bank.

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INTERPRETATIONS 1. From the response of the Questionnaire gathered and finding the experience during the survey from of people around, about the HDFC Bank, a lot of conclusion and findings have been arrived at which are sufficient to unreveal the mysteries and connotations of customer behavior and their satisfaction.

2. Since HDFC Bank is number two in terms of number of account holders, and its
positive image and enormous goodwill among masses elevates, its position from nicher to runner in retail banking sector. It can very well take on the challenge posed by ICICI Bank and try to improve its position by focusing on key strength areas and strategically eliminating its weak points. 3. For expansion HDFC Banks should make forays into semi-urban and smaller cities and also rural areas .In fact these days, rural income is increasing at a much faster rate then. Urban income and also the market is considered virgin which makes the launching and expansion prospects very good one. In this way the Bank can gain foothold over these territories and reap rich harvest in terms of booming account numbers. 4. However it was felt during the survey that major constraint which may laggard the growth of HDFC Bank is the inadequate number of ATMs across the country. The Bank need to improve upon this front because in terms of customers consideration of attributes in choosing a bank ATMs and location of it are of paramount importance. 5. Since saving account ate the most popular among masses, innovative ideas has to be framed to inveigle new prospects into this venture. Possible targets could be school and college going students, housewives and small businessmen who could easily put their money from irregular source of income into this account.

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6. Now-a-days Banking is no more the way of only providing interest for the deposited money, but they are the ways of accessing and transacting with them from anywhere and anytime at any part of the world. Hence, flawless and effortless access of bank accounts from mobile phones and Internet has to be made available. 7. It is also felt that in the era of e-banking where transaction is more on the IT highway the success of bank will depend more on building information networks rather then anything else. In the near future all existing banks including HDFC Bank may have to rival Airtel and hutch network, which too might become Banks very soon rather then competing among themselves. Hence vision for success in near future is building up of information gathering and dissemination network base

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SWOT ANALYSIS Strength The keys strength areas of HDFC Bank are their motivated and highly competent staff who is aggressive in their pursuit for excellence in terms of employee competence it rivals the highly rated foreign banks. Weakness Though HDFC Bank has wide coverage of ATM Network through out the country it is not considered adequate keeping in view is wide customer base. Opportunity HDFC Bank has good opportunity in Rural area and offices etc. which are still untouched by banks of such repute an are considered virgin markets. Threat Other banks like ICICI, Centurion, UTI, IDBI, an expanding at a very fast rate and are perceived as threat to HDFC Bank.

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SUGGESTIONS Try to improve after sales services. To be some quality conscious. Try to install ATMs at more convenient places for their customer. Try to provide Complete/Actual information to the customer. Customer must have all the information regarding charges & fees. HDFC must issue at par cheques to their customers. MAKE STRONG PUBLIC RELATIONS: The bank has to provide better services to satisfy the needs and wants of customers specially on the occasion of deepawali and dasahara like festivals so that the customer has to satisfied with their services of banks the bank is to provide loans, specially housing loans to the customer at very low interest rates so that the every middle class family is to avail loans without any problem. CONTINUOUS MARKET FEED BACK: To make the good relation with the customer it is very important to take feed back time to time to know about the problems and difficulties which are faced by the customer. PROVIDE RECENT INFORMATION TO THE CUSTOMER: The bank is able to give as many as possible information to our customers so that the customer is able to understand which type of information is to bi used in a particular sector. TRY TO START ON LINE TRADING: Due to on line trading the convince to customer is given by way of opening and depositing their money on the basis of on line services.

TRY TO INSTALL ATMs AT MORE CONVENIENT PLACES:

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financial year is also increase the customer has also avail their The bank is to install ATMs as many as possible due to convenience of their customer specially in commercial places ,like petrol pumps, in market ,in the hospital . So that the customer has convience to withdraw their money without problems. TRY TO OPEN EXTENTION COUNTER AT VARIOUS PLACES: The bank has to open their extension counter in various places of their city so that the deposit of bank is also increase and the turnover of bank during facilities which is provided by bank cheaper rate.

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CONCLUSION As it is the fastest growing section and HDFC Bank is one of the top biggest player of this sector in this project I deal with all those areas and various product which attract the customer most. This project helps those customers who want in-depth knowledge of all the product of HDFC Bank. In todays world it is necessary for a customer to have a complete knowledge of services provide by a Bank. This project helps those people and Bank to avail all the facilities and improve their services respectively. In this project an attempt is being made to include all the complete and accurate information regarding the Bank services charges and fine.

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QUESTIONNAIRE FOR RESPONDENTS I, hereby, declare that all the information provided by you is strictly for the purpose of research and shall not be used for any other purpose. I am grateful to you for your support and thank you for your honest response. I request you to read the following before you proceed further. Please tick only one option unless mentioned otherwise. All the information in the questionnaire is for academic purpose and shall be kept confidential. PART-A Respondents Name : ___________ Sex: [ ] M Age (In yrs) 18-20 40-50 [ ] : [ ] 30-40 [ ] [ ] 60 & above [ ] F _

[ ] 20-30 [ ] 50-60

Your marital status Married Unmarried

Your educational background Only up to 10th 10+2 Graduate Post graduate and above

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Your Occupation Business Profession Service You consider yourself as belonging to which annual income group <Rs.1 lacs 1-3lacs 3-5lacs 5-10lacs >10 lacs PART -B 1. How satisfied are you with each of the product that you invested in? (The satisfaction could be based on different parameters e.g. in terms of the returns that product has offered to you / quality of serviced offered by the company / quality of service offered by the consultant who sold you the product etc.) Satisfaction level Invested in Highly dissatisfied Fixed Account Savings Account Salary Account Current Account 2.Do you have an account in any bank ?

Dissatisfied

Neither dissatisfied

Moderately

Completely satisfied

satisfied nor satisfied

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1- HDFC BANK 2- ICICI BANK 3- UTI BANK 4- IDBI BANK 3. what type of account does you have ? 1- Savings Account 2- Current Account 3- Fixed Account 4- Salary Account 4. How long are you being associated with the bank ? YEARS________ MONTHS______ 5. What attracts you the most ? (rank ) 1. 2. 3. 4. 5. 6. ATM Location Employee Behaviour Facilities Service Atmosphere

6. Do you HDFC Bank would be able to position itself as a strong financial institution? yes no

7. Are you satisfied with the bank? yes no

8. If yes do you want to open another account?

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 yes

no

9. If no then what are the reasons for dissatisfaction?

10. If you are offered a good savings plan from HDFC Bank with good rate and benefit will you be interested? yes no

Your address & phone no .________________________________ _________________________________ _________________________________ _________________________________ _________________________________ Thank you!!!

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BIBLIOGRAPHY

Books:
Gupta . Shashi k., Dr. Rangi Praneet , BUSINESS RESARCH METHODOLOGY. Published By KALYANI PUBLISHERS, New delhi, Edition 2010.

Kotler . Philip, MARKETING MANAGEMENT. Published by Prentice Hall of India, Edition 2010.

Websites:
http://www.hdfcbank.com/personal/accounts/fixed_deposits. http://www.irdaindia.org http://www.financialexpress.com

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