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Customer Preference & Attributes towards Savings Account General Introduction:The project was carried out for understanding

the customer preference & attributes towards saving Account of HDFC Bank and its market potential. HDFC Bank was established in the year 1994, they are old player in banking sector, the bank has two principle client segments customer and asset management. The bank follows values such as Integrity, teamwork, respect, professionalism, & Mission. The segmen t of bank we are considering here is- Corporate banking. The product out of which have chosen for research is Saving Accounts. This research helps us in finding out the customers view regarding the product and Services offered by the HDFC bank and awarenes s by promotion and also identifying the market potential of the product offered by the HDFC bank.

1.2 Industry Profile:a.) Origin and development of the industry:Banking in India originated in the first decade of 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, both of which are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the "The Bank of Bengal" in Calcutta in June 1806. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras. The presidency banks were established under charters from the British East India Company. They merged in 1925 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India. For many years the Presidency banks acted as quasi-central banks, as did their successors. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers. A couple of decades later, foreign banks such as Credit Lyonnais started their Calcutta operations in the 1850s. At that point of time, Calcutta was the most active trading port, mainly due to the trade of the British Empire, and due to which banking activity took roots there and prospered.

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Customer Preference & Attributes towards Savings Account


First of all we must note the fact that these institutions have changed very much in character since their origin, and consequently nowadays perform many functions unknown to those of former times. The first banks seem to have arisen in connection with the business of exchanging money. In ancient times and especially in the Middle Ages the varieties of coins were greater even than at the present day, and they were much less perfectly and honestly minted. Specialists were, therefore, required to determine their exact value and equivalence and to exchange coins of one mintage for those of another, and their BANK were in great demand at fairs and other places where merchants of different nations met for purposes of trade. Inasmuch as they kept their boxes or chests of coins on benches or "banken," the name bankers came to be applied to them. On account of their technical knowledge and the fact that they were obliged constantly to keep on hand considerable quantities of the precious metals, this business in the early Middle Ages was usually carried on by goldsmiths, but later it was sometimes assumed by the governments of large commercial cities, as, for example, by Amsterdam in 1609, by Hamburg in 1619, and by Nurnberg in 1621. Of these latter the Bank of Amsterdam was the most important and may be regarded as typical of these early institutions. From the earliest times also, bankers have been the chief agents through which foreign exchanges have been conducted. As dealers in coin and bullion they had international connections and a knowledge of international affairs not possessed by other merchants, and were, therefore, in a position to undertake the settlement of international accounts by means of orders drawn on bankers in other countries or other cities with whom they had regular business transactions. As keepers of other people's money they also promoted saving, and banks thus became in time the chief savings institutions of the country.

b. Growth and present status of the industry:Currently (2012), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal

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Customer Preference & Attributes towards Savings Account


pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services, especially retail banking, mortgages and investment services are expected to be strong. One may also expect M&As, takeovers, and asset sales. In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kodak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is with the Government of India holding a stake)after merger of New Bank of India in Punjab National Bank in 1993, 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of over 53,000 branches and 18,000 ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively Introduction of many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his name which worked for the liberalization of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money. In 1995, the Brookings Institution published a paper entitled The Transformation of the U.S. Banking Industry: What a Long, Strange Trip Its Been. Using a breathtaking array of facts and figures, the paper described in great detail the dramatic changes that had occurred in the U.S. commercial banking industry over the 15 years from 1979 to 1994. The banking industry was
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Customer Preference & Attributes towards Savings Account


transformed during that period, according to the paper (p. 127), by the massive reduction in the number of banking organizations; the significant increase in the number of failures; the dramatic rise in off-balance sheet activities; the major expansion in lending to U.S. corporations by foreign banks; the widespread adoption of ATMs; . . . and the opening up of interstate banking markets. The paper went on to explain that most of these major changes in banking could be traced to two developments: (1) the extraordinary number of major regulatory changes during the period, from deposit deregulation in the early 1980s to the relaxation of branching restrictions later in the decade; and (2) clearly identifiable innovations in technology and applied finance, including improvements in information processing and telecommunication technologies, the securitization and sale of bank loans, and the development of derivatives markets. Other research would later confirm the papers assessments and its explanation of the course of events in the banking industry over the period 19791994.

Over the two decades 19842003, the structure of the U.S. banking industry indeed underwent an almost unprecedented transformationone marked by a substantial decline in the number of commercial banks and savings institutions and by a growing concentration of industry assets among a few dozen extremely large financial institutions. This is not news. As mentioned above, the decline in the number of banking organizations has been ongoing for more than two

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Customer Preference & Attributes towards Savings Account


decades and has been well documented in the literature. Nevertheless, a brief overview will serve to clarify both the scope of the decline and the increasing concentration of Assets among

the nations largest banking organizations. At year-end 1984, there were 15,084 banking and thrift organizations (defined as commercial bank and thrift holding companies, independent banks, and independent thrifts). By year-end 2003, that number had fallen to 7,842a decline of almost 48 percent (figure 1). Distributed by size, nearly all the decline occurred in the community bank sector (organizations with less than $1 billion in assets in 2002 dollars), and especially among the smallest size group (less than $100 million in assets in 2002 dollars). Yet the community banking sector still accounts for 94 percent of banking organizations

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Customer Preference & Attributes towards Savings Account c. Future of the industry:The burden of reporting and other regulatory requirements will fall heavily and disproportionately on small banks unless remedial action is taken. Further advances in information technology will permit the development of new products, BANK, and riskmanagement techniques but may also pose important competitive and supervisory issues. Nonbank entities will continue to offer bank-like products in competition with banks, raising anew the question of whether banks are still special and, more fundamentally, whether banks are sufficiently different from nonblank firms to justify the maintenance of a safety net for banks. It is useful, therefore, to try to chart the course of the banking industry in the next five to ten years and to consider what policy issues the industry and regulators will face. The authors of this study do not pretend to be clairvoyant. They are mindful of the many financial predictions that were once offered with confidence but turned out to be wrong or premature. This study is perhaps best described as an exercise in strategic thinking. Its approach is to analyze what has happened in the recent past, consider in detail reasons for expecting recent trends to continue or to change, and draw the consequences for bank and regulatory policies. As always, uncertainties abound, and events that may now appear fairly improbable may in fact shape the future. This paper closes with a discussion of a number of such possible events. The future-of-banking study addresses three broad questions:

1. What changes in the environment facing banking can be expected in the next five to ten years?

2. What are the prospects for different sectors of the banking industry in this anticipated environment? Because the banking industry is not monolithic and different segments of the industry have, to some degree, different opportunities and onsiders separately the prospects for large, complex banking organizations; regional and other midsize banks; community banks; and limited-purpose banks.

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Customer Preference & Attributes towards Savings Account CHAPTER-2 COMPANY PROFILE 2.1 Origin of the Organization:Housing Development Finance Corporation Limited, more popularly known as HDFC Bank Ltd, was established in the year 1994, as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). It was one of the first banks to receive an 'in principle' approval from RBI, for setting up a bank in the private sector. The bank was incorporated with the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it started its operations as a Scheduled Commercial Bank. HDFC Bank Limited. The Group's principal activities are to provide banking and other financial BANK. The Group operates through four segments: Treasury, Retail Banking, Wholesale Banking and Other Banking Business. The Treasury BANK segment consists of net interest earnings on investments portfolio of the bank and gains or losses on investment operations. The Retail Banking segment serves retail customers through a branch network and other delivery channels. This segment raises deposits from customers and makes loans and provides advisory BANK to customers. The Wholesale Banking segment provides loans and transaction BANK to corporate and institutional customers. The Other Banking Operations segment provides BANK relating to credit cards, debit cards, third party product distribution and primary dealership business and other associated costs. The Bank was incorporated on 30th August 1994. A new private sector Bank promoted by housing Development Corporation Ltd. (HDFC), a premier housing finance company. The bank is the first of its kind to receive an in-principle approval from the RBI for establishment of a bank in the private sector. Certificate of Commencement of Business was received on 10th October 1994 from RBI. The Bank transacts both traditional commercial banking as well as investment banking. HDFC, the promoter of the bank has entered into an agreement with National

Westminster Bank Pc. and its subsidiaries (Nat west Group) for subscribing 20% of the banks issued capital and providing technical assistance in relation to the banks proposed banking business.

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Customer Preference & Attributes towards Savings Account

2.2 Growth and Development of the Organization:1994.


On 16.1.1995, 90, 79,930 No. of equity shares were allotted to Jarrington Pet Ltd. Another 400, 00,000 equity shares were allotted on private placement basis to NatWest Group on 9.5.1995. 500,00,000 shares were allotted to the public on 9.5.95 The Bank opened its first branch in Ramon House at Church gate, Mumbai on January 16th.The Bank has created an efficient operating system using well tested state-of-the-art software. 1995 70 No. of equity shares issued to subscribers to the Memorandum &Articles of Association on 30th August 1994. On the same date 500,00,000 equity shares were allotted to HDFC

promoters. 509,20,000 shares were allotted to HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust on 22nd December,

1996 HDFC Bank has entered the banking consortia of over 50 corporates, including some leading multinational companies, flagship companies of local business houses and strong public sector companies. HDFC Bank has set up a state-of-the-art dealing room to handle all transactions possible in Indian financial markets.The Certificates of Deposits were awarded a PP1+ rating which is the highest rating for short term instruments indicating superior capacity for repayment.

2001 - The Bank has opened its first branch in Aurangabad. HDFC Standard Life Insurance has entered into a memorandum of understanding with the Chennai-based Indian Bank. The Bank has launched the international Maestro debit card inassociation with Master Card. HDFC Bank will launch its credit card in June through link-ups with MasterCard and Visa.LTtrade.com has entered into a strategic tie-up with HDFC Bank to provide Net banking BANK to online
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Customer Preference & Attributes towards Savings Account


investors. Standard Chartered Bank, HDFC Bank and Bharat Petroleum Corporation have joined the eCash Forum which has been set up by the Smart Card Forum of India. HDFC Bank has launched a new campaign for its eage savings account. HDFC Bank entered into a strategic tieup with Tally Solutions Pvt. Ltd. to offer online real time accounting BANK to small and medium enterprises. The Bank has opened four ATMs outlets in Bangalore at Coles Road, RT Nagar, Rajaji Nagar and Jaya Nagar on March 26. HDFC Standard Life Insurance has launched a `Development Insurance Plan' a low cost life insurance product developed specifically to meet the needs of economically weaker sections. Two Directors, Mr. S.S. Thakur and Mr. Amit Judge, have resigned from the board of the bank effective from March 30. HDFC Bank files with US regulators to list more than 11 million American Depositary Shares on the New York Stock Exchange. Today HDFC Bank has 1,412 branches and over 3,295 ATMs, in 528 cities in India, and all branches of the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total assets of INR 1006.82 billion For the fiscal year 2008-09, the bank has reported net profit of Rs.2,244.9 crore, up 49% from the previous fiscal. Total annual earnings of the bank increased by 68% reaching at Rs.21, 622.8 crore in 2010-11. 2.3 Present Status of the Organization:-

March 2009 Citied Branches ATMs 452 1412 3275

March 2010 781 1748 4485

March 2011 996 1986 5471

Housing Development Finance Corporation Limited, more popularly known as HDFC Bank Ltd, was established in the year 1994, as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). It was one of the first banks to receive an 'in principle' approval

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Customer Preference & Attributes towards Savings Account


from RBI, for setting up a bank in the private sector. The bank was incorporated with the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it started its operations as a Scheduled Commercial Bank. Today, the bank boasts of as many as 1986 branches over 5471 ATM in 996 cities in india.Amalgamation In 2002, HDFC Bank

witnessed its merger with Times Bank Limited (a private sector bank promoted by Bennett, Coleman & Co. / Times Group). With this, HDFC and Times became the first two private banks in the New Generation Private Sector Banks to have gone through a merger. In 2008, RBI approved the amalgamation of Centurion Bank of Punjab with HDFC Bank. With this, the Deposits of the merged entity became Rs. 1,22,000 crore, while the Advances were Rs. 89,000 crore and Balance Sheet size was Rs. 1,63,000 crore. Head Office HDFC Bank Ramon House, 169, Back bay Reclamation, H T Parekh Marg, Church gate Mumbai - 400020 Phone: +91 (22) 66316000, 66636000, 66316060 Fax: +91 (22) 22048834 Website: www.hdfc.com

Tech-Savvy
HDFC Bank has always prided itself on a highly automated environment, be it in terms of information technology or communication systems. All the branches of the bank boast of online connectivity with the other, ensuring speedy funds transfer for the clients. At the same time, the bank's branch network and Automated Teller Machines (ATMs) allow multi-branch access to retail clients. The bank makes use of its up-to-date technology, along with market position and expertise, to create competitive advantage and build market share.

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Customer Preference & Attributes towards Savings Account

Capital Structure
As on 31st December, 2011 the authorized share capital of the Bank is Rs. 550 crore. The paidup capital as on the said date is Rs. 468, 26,30,040 (234,13,15,020 equity shares of Rs. 2/- each). The HDFC Group holds 23.20 % of the Bank's equity and about 17.33% of the equity is held by the ADS / GDR Depositories (in respect of the bank's American Depository Shares (ADS) and Global Depository Receipts (GDR) Issues). 29.67% of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has 4,77, 291 shareholders.

The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under ISIN No US40415F2002.

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Customer Preference & Attributes towards Savings Account MCKINSEYS 7S FRAMEWORK Introduction:
The Seven S model was developed by McKinseys is an important part of the organization. The two persons who developed this model were Tom Peters and Robert Waterman, who were consultants at the McKinseys. They had published their 7S models in their respective articles named, The Art of Japanese Management (1981) and In Search of Excellence (1982). McKinseys & Cos 7S framework provides a useful framework for analyzing the strategic attributes of an organization. The model starts on the premises that each and every organization is not just a structure as it consists of seven important elements. Strategy, Structure and Systems can be considered as Hardware of success while Style, Staff, Skills and Shared Values are considered as the Software. Companies, in which these soft elements are present, are usually more successful at the implantation of the strategy. The McKensys framework is shown in the figure. Soft Ss: The four Ss across the button of the model are less tangible, more cultural in nature and were termed as Soft Ss by McKinsey. 1). Skills: The capabilities and competencies that exist within the company are termed as skills. 2). Shared Values: The values and beliefs of the company. Ultimately they guide employees towards Valued Behavior. 3). Staff: The companys people resources and how they are developed, trained and motivated. 4). Style: The leadership approach of top management and the companys overall operating approach. Hard Ss: The three Ss across the top of the model are described as Hard Ss. The 3Ss across the top of the model are described as Hard Ss.

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Customer Preference & Attributes towards Savings Account


5). Strategy: The direction and scope of the company over the long term is known as strategy. 6). Structure: The basic organization of the company, its departments reporting lines, areas of expertise and responsibility (and how they inter relate). 7). Systems: These are formal and informal procedures that govern everyday activity, covering everything from management information systems, through the systems at the point of contact with the customer (retail systems, call center systems, online systems, etc.)

Diagram Showing pictorial diagram of McKinseys 7S Model;

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Customer Preference & Attributes towards Savings Account 7S Model of Hdfc Bank (1). Structure:
The bank has a well organized three tier structure with a sound foundation of 1994 business outlets and a well defined reporting architecture as the body to support. The corporate governance which is the breath sustaining the momentum is through a very talented board of directors including government appointed directors employee and office representative directors guided by RBI, Ministry of Finance, Government of India which forms the superstructure. Below figure shows the details structure of the Hdfc Bank.

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Customer Preference & Attributes towards Savings Account


ORGANISATIONAL STRUCTURE BOARD OF DIRECTORS

CHAIRMAN & MANAGING DIRECTOR

EXECUTIVE DIRECTOR

GENERAL MANAGERS Portfolios 1. Corporate Credit Division I (CCD-I) Dept 2. Corporate Credit Division II (CCD-II) Maintenance Dept 3. Retail Banking Department Dept 4. Planning & Development Dept 5. Recoveries Dept & General Admn Unit 6. Dept. of Information Technology 7. Risk Management & Monitoring Dept. 8. Treasury & International Banking Division 12. Personnel Department 13. Inspection Department 14. Vigilance Department 11. Central Accounts & Legal 10. Premises & 9. Priority Sector Credit

Regional Offices - 25

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Customer Preference & Attributes towards Savings Account


Board of Directors: Chairman CM Vasudev Managing Director Aditya Puri Executive Director Harish Engineer Directors: Shri Renu Karnal Shri Pandit Palunde Shri Bobby Parikh Shri Ashim Samanfe Shri Partho Datta Shri Anami N Roy

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Customer Preference & Attributes towards Savings Account


And having 21 General Manager heading different departments in the organization Board of Directors

Chairman & Managing Director

Executive Director Scale VIII

General Manager

Deputy General Manager

Assistant General Manager

Divisional Manager

Senior Manager

Manager

Assistant Manager

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Customer Preference & Attributes towards Savings Account 2). Skills:


The blend of management skills with employee orientation and employee skills with organizational loyalty is unique to Hdfc Bank. Having introduced successfully the Core Banking Solution (CBS) with an entire in house team of I.T. and Non I.T. officers itself is a proof and track record for the skills of the prudent banker with the focus of migration of another 1500 branches to the CBS is a big leap in this direction. Training policies and programmes are suitably designed, modified and updated on a continuous basis to upgrade the knowledge levels and skills of its Executives, Officers, and Workmen on par with the best in the industry. While several new programmes are introduced in tune with the Corporate Goals, the existing programmes are made more interactive and learner friendly. Risk Management and Basel II are the focal areas of their training programmes to ensure Banks readiness to move over to the new Basel II regime and extra care is taken to sensitize the workforce to these issues. The bank has taken its first step in e learning initiative with the uploading of reading materials on Export Finance, Agricultural Lending and Financing SSI on its Intranet. During the year, emphasis was given to train executives / officers in the areas of Risk Management, Risk Based Supervision, Basel II, Agricultural Lending, Credit Management, Corporate & Retail Credit, Recovery Management, Marketing & Relationship Banking, Foreign Exchange business and CBS.

(3) Style:
The conduct of the operations as well as administration at each operational unit having effective internal control has a vivid style by itself. Every branch manager has his own style of functioning individually but collectively is a hdfc team member, which is the brand equity of the bank. The style of the bank in business or in administration has a unique niche in the industry, poised to excel among the peers.

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Customer Preference & Attributes towards Savings Account Decision making style ( powers of disposal):
Chief Manager Asst. General Manager DGM GM

Chief Manager

CM or AGM

DGM

Desk Manager (Scale II/ III)

Desk Manager (Scale II/ III)

Desk Manager (Scale II/ III)

CM or AGM

Desk Manager (Scale II/ III)

(4). Strategy:
Being one of the leading public sector banks with a culture of well managed private sector professional institution, the strategy of the bank is to be a premier among the peers and to excel in all the parameters are it business or social responsibilities. To be the faithful and friendly financial partner to their beloved clients. The strategy also includes concern for the middle class and the moderate income group of the society for financial inclusions.Thus, all

the products and services are targeted towards the above focus including the core banking and internet banking etc. which are introduced at a very nominal minimum balance and no hidden charges.

Strategies for 2010-11 Corporate theme for the year- Acquire Accounts Aggressively, Add Core Deposits Continuously Year also marked as-Year of NPA resolution

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Customer Preference & Attributes towards Savings Account (5). System:


The systems and procedures of the bank are a time tested one on sound and scientific foundation. The systems and procedures are well defined and are available with all the hierarchy as no need to know basis. The recently developed best practice codes and the best behavioral practices are the guiding factors of the systems prevailing. The well structured process manuals are available for all the functional areas, be it business or administration or inspection and audit.

(6). Staff:
The staff composition is so mixed and having experience and loyalty to the institution as the core credentials reflecting the customers loyalty and ethics. The bank has ventured into a recruitment drive at all levels to ensure the mix of experience and youth at appropriate level and also to ensure the age profiles of the cadres match with technological advancement. An ongoing annual promotional process to ensure blending of experience and expertise to be brought to the fore. A balanced team of executives guide the operations. The bank had a total staff strength of 72687 as on 31 -03 -2010. And per employee productivity on that date is 4.98crores. The SC /ST Employees constituted 22.23% of the total staff strength. The HR Policy has been geared to meet the corporate objective of accelerated and profitable growth. This includes Campus and Direct Recruitments for replenishing skilled Man Power in Agricultural Finance, IT, Accounts and Financial Management, International Business, Credit, Marketing, Risk Management etc. The Promotion Policy has also been fine tuned to reward Outstanding Performance and also to facilitate Succession Planning.

(7). Shared Values:


The core of above 6Ss is the ground rules of shared values. It is like the invisible software which works on the above 6S as the hardware and makes the institution work to the desired level of output.

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Customer Preference & Attributes towards Savings Account Mission and Quality Policy: Mission of Hdfc Bank:
HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class Indian Bank". They realized that only a single-minded focus on product quality and say that they are well on our way towards that goal. It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally.

QUALITY POLICY
SECURITY: The bank provide financial securities to their policy. The bank does this by offering life insurance and pension products. TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it will aim to manage their investments very carefully and live up to this trust. INNOVATION: Recognizing the different needs of our customers, the bank offers a range of innovative products to meet these needs. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ONE FOR ALL AND ALL FOR ONE TEAM WORK

JOY AND SIMPLICITY

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Customer Preference & Attributes towards Savings Account SWOT ANALYSIS


SWOT Analysis refers to the strength and weakness of the company and opportunities and threats in the environment. The investor should carry out a SWOT analysis for the chosen industry. Take for instance, increase in demand for the industrys product becomes its strength, presence of numerous players in the market, i.e. competition becomes the threat to a particular industry. The progress in the research and development in that particular industry is an opportunity and entry of multinationals in the industry becomes the threat to that industry. A SWOT Analysis is a strategic planning tool used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture or in any other situation requiring a decision. The required first step in SWOT analysis is the definition of the desired end state or objective. The definition of objective must be explicit and approved by all participants in the process. This first step must be performed carefully because failure to identify correctly the end state aimed for leads to wasted resources and possibly failure of the enterprise. Once the objective has been identified, SWOTs are discovered and listed. SWOTs are defined precisely as follows: Strengths: Are attributes of the organization that are helpful to the achievement of the objective. Weaknesses: Are attributes of the organization that are harmful to the achievement of the objective. Opportunities: Are external conditions that are helpful to the achievement of the objective. Threats: Are external conditions that are harmful to the achievement of the objective. Strengths: Right strategy for the right products. Superior customer service vs. competitors. Great Brand Image.

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Customer Preference & Attributes towards Savings Account


Products have required accreditation. High degree of customer satisfaction. Good place to work Lower response time with efficient and effective service. Dedicated workforce aiming at making a long-term career in the field

Weakness: Some gaps in range for certain sectors. Customer service staff need training. Processes and systems, etc Management cover insufficient. Sectoral growth is constrained by low unemployment levels and competition for staff

Opportunities: Profit margins will be good. Could extend to overseas broadly. New specialist applications. Could seek better customer deals. Fast-track career development opportunities on an industry-wide basis. An applied research center to create opportunities for developing techniques to provide added-value services Threats: Legislation could impact. Great risk involved Very high competition prevailing in the industry. Vulnerable to reactive attack by major competitors. Lack of infrastructure in rural areas could constrain investment. High volume/low cost market is intensely competitive.

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Customer Preference & Attributes towards Savings Account Conclusion:


It is not simply enough to identify the strengths, weaknesses, opportunities, and threats of a company. In applying the SWOT analysis it is necessary to minimize or avoid both weaknesses and threats. Weaknesses should be looked at in order to convert them into strengths. Likewise, threats should be converted into opportunities. Lastly, strengths and opportunities should be matched to optimize the potential of a firm. Applying SWOT in this fashion can obtain leverage for a company.

2.6 Functional Departments of the Organization:The functional departments of the organization consist of the HR department, the administrative department and the executive department. The HR department of the organization consists of the people who employ the Persons who they think would be able to do justice with the job handled. The administrative department of the organization consists of the director and the manager of the organization. They preside the organization and control all the operations of the organization such that the organization could run in a smooth and effective manner. The executive department of the organization consists of the various employees who execute the job undertaken by them. The employees consists of the team leaders, the Corporate financial consultants,. the telesales, various staffs and junior staffs who are the main structural framework of the organization. The organization thus runs with the effective coordination of the HR department, the administrative department and the executive department such that the supervisors of the organization preside over the subordinate employees to give them directions about fulfilling their works most efficiently and effectively. Technical Consultancy Department: The Technical Consultancy Department is responsible for technical appraisal of industrial projects. The mission of the division is aimed towards the verification of the technical viability of industrial projects and assisting the Funds management in taking the decisions that require technical expertise. Moreover, it is responsible for conducting technical studies and rendering technical consultancy BANK to certain industrial sectors for the purposes of investigating modern technologies and productivity levels for local manufacturing plants.

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Customer Preference & Attributes towards Savings Account H R Department:


HDFC Human Resources department plans and direct for the employee population as well as they are having the following functions as: Hiring Promotions Reassignments Position classification and grading Salary determination Performance appraisal review and processing Personnel data entry and records maintenance Policy development Work permitting immigration visa program Workers compensation

Finance Department:
The Finance Manager is responsible for all aspects of the accounting and financial administration of the HDFC, the supervision of the implementation of the HDFC financial policies, directives and procedures and the initiation of the financial plans within the guidelines of HDFC The department contains several distinct sections, each of which is responsible for a proportion of the activities taking place within the finance department.

Marketing Consultancy Department:


The Marketing Consultancy Department plays and important role within the Fund as it studies and analyzes marketing information in order to build solid base for management decisions. The division also assists projects sponsors in formulating solid marketing strategies to improve their industries and strengthen their position in the local and international markets.

Research Department:
The Research Department is having the capacity to act through four composing units i.e., the market research unit, economic studies unit, and statistical studies unit. It is the mission of the
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Customer Preference & Attributes towards Savings Account


division to provide support BANK for information and consultancy to the senior management and division in the areas of economic, statistical and marketing information and consultancy through data analysis, processing of economic and statistical data, market research studies and publishing related periodical reports

2.7 Product and service profile of the organization:HDFC Bank offers a bunch of products and services to meet the every need of the people. The company cares for both, individuals as well as corporate and small and medium enterprises. For individuals, the company has a range accounts, investment, and pension scheme, different types of loans and cards that assist the customers. The customers can choose the suitable one from a range of products which will suit their life-stage and needs. For organizations the company has a host of customized solutions that range from Funded services, Non-funded services, Value addition services, Mutual fund etc. These affordable plans apart from providing long term value to the employees help in enhancing Goodwill of the company. The products of the company are categorized into various sections which are as follows: 1. PERSONAL BANKING

A. Accounts & Deposits - Regular Savings Account - Savings Plus Account - SavingsMax Account - Senior Citizens Account - No Frills Account - Institutional Savings Account - Payroll Salary Account - Classic Salary Account - Regular Salary Account - Premium Salary Account - Defense Salary Account

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Customer Preference & Attributes towards Savings Account


- Kid's Advantage Account - Pension Saving Bank Account - Family Savings Account - Kisan No Frills Savings Account - Kisan Club Savings Account - Plus Current Account - Trade Current Account - Premium Current Account - Regular Current Account - Apex Current Account - Max Current Account - Reimbursement Current Account - RFC - Domestic Account - Regular Fixed Deposit - Super Saver Account - Sweep-in Account - HDFC Bank Preferred - Private Banking B. Loans - Personal Loans - Home Loans - Two Wheeler Loans - New Car Loans - Used Car Loans - Overdraft against Car - Express Loans - Loan against Securities - Loan against Property - Commercial Vehicle Finance - Working Capital Finance

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Customer Preference & Attributes towards Savings Account


- Construction Equipment Finance - Offers & Deals - Customer Center C. Investments & Insurance - Mutual Funds - Insurance - Bonds - Financial Planning - Knowledge Centre - Equities & Derivatives - Mudra Gold Bar D. Forex Services - Trade Finance - Travelers Cheques - Foreign Currency Cash - Foreign Currency Drafts - Foreign Currency Cheque Deposits - Foreign Currency Remittances - Cash to Master - ForexPlus Card E. Payment Services - Net Safe - Prepaid Refill - Bill Pay - Direct Pay - Visa Money Transfer - E-Monies Electronic Funds Transfer - Excise & Service Tax Payment F. Access Your Bank - One View

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Customer Preference & Attributes towards Savings Account


- Insta Alerts - Mobile Banking - ATM - Phone Banking - Branch Network G. Cards - Silver Credit Card - Gold Credit Card - Woman's Gold Credit Card - Platinum plus Credit Card - Titanium Credit Card - Value plus Credit Card - Health plus Credit Card - HDFC Bank Idea Silver Card - HDFC Bank Idea Gold Card - Compare Cards - Transfer & Safe - Track your Credit Card H. Get More from Your Card - Offers & Savings - My Rewards - Insta Wonders - Add-On Cards - Credit Card Usage Guide - Easy EMI - Net safe - Smart Pay - Secure Plus - My City Benefit Card - Debit Cards

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Customer Preference & Attributes towards Savings Account


- Easy Shop International Debit Card - Easy Shop Gold Debit Card - Easy Shop International Business Debit Card - Easy Shop Womans Advantage Debit Card - Prepaid Cards - Forex Plus Card - Kisan Card

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

2. WHOLESALE BANKING A. Corporate Funded Services Non Funded Services Value Added Services Internet Banking B. Small & Medium Enterprises Funded Services Non-Funded Services Specialized Services Internet Banking C. Financial Institutions & Trusts Banks Financial Institutions Mutual Funds Stock Brokers

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Customer Preference & Attributes towards Savings Account


In todays world many companies have emerged who have taken a serious note on the importance of market research and the advantages of using it for the better growth and development of the company. Hence, our competitors are those companys who are in the market research and development field as well as the consultancies, since they also make use of market research and business developers.

The products and BANK of our competitors are as follows:


A. Customer Satisfaction Analysis:

Customer analysis involves gathering data about the customers and their characteristics. They also conduct tailored customer satisfaction surveys to gauze customer satisfaction. B. Risk

These BANK are used by the competitors in order to gather external information and research the possible effect on the competitiveness of company. C. Product Research BANK:

The conduction of extensive product research by this service helps the competitors to find out the marketability of a product or service. The research can be utilized to leverage the major decisions of a company on the marketing of its products. D. Advertising Research BANK: Advertising research strives to gain valuable information about the effects and reach of advertising the products in different forms of media.

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Customer Preference & Attributes towards Savings Account


Given below are the steps we follow for every assignment we take up: 1. The timetable for the search is indicated and the search process commences. 2. Target companies are examined, using any prior information provided by business development executives in conjunction with sources of information and prospective companies already known to us, augmented with original study by our search team. 3. We maintain a regular channel of communication with the client to keep them apprised of the results emerging.

2.8 Market profile of the organization:HDFC Bank Limited provides various financial products and services. It operates in three segments: Retail Banking, Wholesale Banking, and Treasury. The Retail Banking segment provides various deposit products, including savings accounts, current accounts, fixed deposits, and demat accounts. It also offers auto, personal, commercial vehicle, home, gold, and educational loans; loans against securities, property, and rental receivables; and health care finance working capital finance, construction equipment finance, and warehouse receipt loans, as well as credit cards, debit cards, depository, investment advisory, bill payments, and transactional services. In addition, this segment sells third party financial products, such as mutual funds and insurance, as well as distributes life and general insurance products through its tie-ups with insurance companies and mutual fund houses. The wholesale banking segment provides loans, non-fund facilities, and transaction services to large corporate, emerging corporate, small and medium enterprise, supply chain, public sector undertaking, central and state government departments, and institutional customers. It offers deposit and transaction banking products, supply chain financing, working capital and term finance, agricultural loans, and funded, non-funded treasury, and foreign exchange products. These segments services include trade services, cash management, money market, custodial, tax collection, and electronic banking. In addition, it provides correspondent bank services to co-operative banks, private banks, foreign banks, and regional rural banks; and wealth management products for non-resident Indians. The Treasury Services segment operates
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Customer Preference & Attributes towards Savings Account


primarily in areas, such as foreign exchange, money market, interest rate trading, and equities. As of March 31, 2011, HDFC Bank had a network of 1,986 branches and 5,471 automated teller machines in 996 cities in India. The company was founded in 1994 and is based in Mumbai, India. In todays growing world everyone needs to diversify their business so as to keep in touch with the rapid development. By analyzing the growing concerns of the market, HDFC has clients varying from investment banking sector, retail, web designing companies, etc. Due to this rapid development HDFC Group has many teams working for the above mentioned sectors. HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". We realized that only a single-minded focus on product quality and service excellence would help us get there. Today, we are proud to say that we are well on our way towards that goal.

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Customer Preference & Attributes towards Savings Account


LEARNING EXPERIENCE: The office of HDFC BANK is blessed by brilliant and skilled professionals and team leader who have the responsibility of handling the Financial Corporate Consultants. The team leader provides the particular days plan of action and then guide show to go about for executing the plan of action successfully .Till the time a Financial Corporate Consultant is in the office he receives the valuable suggestions and insights of the team leader. This prepares him for the days Work and provides him the necessary directions to achieve not only the target of the day but the target of the month. In the office the Financial Corporate consultant make calls continuously to fix the follow-up appointments so that on the basis of the financial health check collected by him and also getting the follow-up appointments from the telesales she goes in the field for making up the appointments. The financial corporate consultants provide the persons met the basics of why he should take a particular ACCOUNT to provide to him.

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

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Customer Preference & Attributes towards Savings Account

PART- B STUDY OF SELECTED RESEARCH PROBLEM

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Customer Preference & Attributes towards Savings Account 3.0 Statement of research problem:PROBLEM DEFINATION: Sales Executives were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company, HR is not able to sort out the problem why the performance is not coming even after giving the full marketing support. The communication technique and dealing with the customers is also a problem to the sales executives.

3.1 OBJECTIVES OF RESEARCH PROJECT:


RESEARCH OBJECTIVES:

A/c.

RESEARCH LIMITATIONS: It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 75 days. As stipend, money was not given it was difficult to continue the project work. All the work was limited in some limited areas of Bangalore so the

area to cover within 75 days. All the findings and conclusions obtained are based on the survey done in the working area within the time limit. I tried to select the sample representative of the whole group during my job training. I have collected data from people linked with different profession at Bangalore.

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Customer Preference & Attributes towards Savings Account

3.2 Research Design and Methodology


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

Secondary Data Source: It was collected from internal sources. The secondary data was collected on the basis of organizational file, official records, news papers, magazines, management books, preserved information in the companys database and website of the company.

SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics. Sampling Units: Customers Sample Technique: Random Sampling. Research Instrument: Structured Questionnaire. Contact Method: Personal Interview.

SAMPLE SIZE:
My sample size for this project was 100 respondents. Since it was not possible to cover the whole universe in the available time period, it was necessary for me to take a sample size of 100 respondents.

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Customer Preference & Attributes towards Savings Account 3.3 Data Analysis
Q.1. Your Age? TABLE Serial No. 1. 2. 3. 4. 18-23 Years 24-29 Years 30-35 Years 35 Years & above Total Age Category Number of Respondents 40 70 60 30 200 20% 35% 30% 15% 100% Percentage

Base 200 respondents

70 60 50 40 30 20 10 0 18-23 Years 30-35Years


18-23 Years 24-29 Years 30-35 Years 35 Years & above

Interpretation From the table and graph above it can be seen that 20% respondents age are 18 to 23 years. 35% respondents age are 27 to 29 years.

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Customer Preference & Attributes towards Savings Account


30% respondents age are 30 to 35 years. 15% respondents age are 35 to above years.

Q.2. Marital Status? TABLE Serial No. 1. 2. Married Unmarried Total Category Number of Respondents 140 60 200 70% 30% 100% Percentage

Base 200 respondents

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


Married

Unmarried

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

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Customer Preference & Attributes towards Savings Account


Q.3. Educational Qualification? TABLE Serial No. 1. 2. 3. Under graduate Graduate Post Graduate Total Category Number of Respondents 50 80 70 200 25% 40% 35% 100% Percentage

Base 200 respondents

80 70 60 50 40 30 20 10 0 1st 2nd 3rd


Post Graduate Under graduate Graduate

Interpretation From the table and graph above it can be seen that 25% respondents are Under graduate. 40% respondents are Graduate. 35% respondents are Post graduate.

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Customer Preference & Attributes towards Savings Account


Q.4. Number Of years Are You in Pali? TABLE Serial No. 1. 2. Less than five years More than five years Total Category Number of Respondents 78 122 200 39% 61% 100% Percentage

Base 200 respondents

140 120 100 80 60 40 20 0 1st 2nd


Less than five years More than five years

Interpretation From the table and graph above it can be seen that 39% respondents are in Pali for less than five years. 61% respondents are in Pali for more than five years.

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Customer Preference & Attributes towards Savings Account


Q.5. Your Occupation? TABLE Serial No. 1. 2. 3. Business Profession Service Total Category Number of Respondents 40 108 52 200 20% 54% 26% 100% Percentage

Base 200 respondents

120 100 80 60 40 20 0
Business

Profession

Service

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

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Customer Preference & Attributes towards Savings Account


Q.6. Your annual household income? TABLE Serial No. 1. 2. 3. 4. Less than 2 lacs Between 2 to 5 Between 5 to 8 More than 8 lacs Total Category Number of Respondents 98 62 30 10 200 49% 31% 15% 5% 100% Percentage

Base 200 respondents

100 80 60 40 20 0 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr


Less than 2 lacs Between 2 to 5 lacs Between 5 to 8 lac More than 8 lacs

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

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Customer Preference & Attributes towards Savings Account


Q.7. Are you a member of a club/gymkhana? TABLE

Serial No. 1. 2.

Category

Number of Respondents

Percentage

Yes No TOTAL

84 116 200

42% 58% 100%

Base 200 respondents

120 100 80 60 40 20 0 YES NO


YES
NO

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

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Customer Preference & Attributes towards Savings Account


Q.8. What is your perception about different products/services provided by HDFC bank? TABLE

Serial No. 1. 2. 3.

Category

Number of Respondents

Percentage

Lucrative Non Lucrative No Idea Total

50 120 30 200

25% 60% 15% 100

Base 200 respondents

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

NonLucrative Lucrative

No Idea

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

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Customer Preference & Attributes towards Savings Account


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

Serial No. 1. 2. 3.

Category

Number of Respondents

Percentage

Yes No Will tell later TOTAL

10 160 30 200

5% 80% 15% 100%

Base 200 respondents

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

Yes No

Will tell later

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

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Customer Preference & Attributes towards Savings Account


Q.10. Do you have all the documents which are required to open an account? TABLE Serial No. 1. 2. Yes No TOTAL Category Number of Respondents 120 80 200 60% 40% 100% Percentage

Base 200 respondents

120 100 80 60 40 20 0 YES NO


Yes No

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

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Customer Preference & Attributes towards Savings Account


Q.11. Are you aware that the bank provides you a free Demat account if you open a new savings account with HDFC bank? TABLE Serial No. 1. 2. Yes No TOTAL Category Number of Respondents 40 160 200 20% 80% 100% Percentage

Base 200 respondents

160 140 120

100
80 60 40 20 0 Yes No
Yes No

Interpretation From the table and graph above it can be seen that 20% respondents are aware that the bank provides a free Demat account with new savings account. 40% respondents are not aware of it.

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Customer Preference & Attributes towards Savings Account


Q.12.Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? TABLE Serial No. 1. 2. Yes No TOTAL Category Number of Respondents 25 175 200 22% 88% 100% Percentage

Base 200 respondents

180 160 140

120
100 80 60 40 20 0 Yes No
Yes No

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

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Customer Preference & Attributes towards Savings Account


Q.13. Do you know about HDFC Banks recruitment policies related to sales executives? TABLE Serial No. 1. 2. Yes No TOTAL Category Number of Respondents 82 118 200 41% 59% 100% Percentage

Base 200 respondents

120 100 80 60
Yes No

40
20 0 Yes No

Interpretation From the table and graph above it can be seen that 41% respondents are known about HDFC Banks recruitment policies related to sales executives. 59% respondents are not known about HDFC Banks recruitment policies related to sales executives.

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Customer Preference & Attributes towards Savings Account 4.5 Summary of Findings
The final draft of the questionnaire was prepared on the basis of the observations from the pilot study. These were then finally filled by 100 customers, for the conclusive study. Finally the data collected was fed into the data analysis to be analyzed using statistical techniques. Types of Primary Data collected:

Socioeconomic Characteristics:
Characteristics are sometimes called states of being in that they represent the type of people. The factors on which we are working are occupation. Monthly transaction is also an important parameter but it is difficult to verify. Although the amount of money that business unit earns in a month is an absolute, not a relative quantity but it is a sensitive topic in our society and it is difficult to determine.

Attitudes/Opinions:
Through the questionnaire we have tried to get hold of business preference, inclination and requirement. Attitude is an important notion in the marketing literature, since it is generally thought that the attitudes are related to the behavior of businessmen.

Motivation:
Through the questionnaire we have tried to find the hidden need or want of businessmen and have tried to find if these people can be tapped as the potential customer for HDFC Bank.

Behavior: Behavior concerns what subjects have done or are doing. Through the questionnaire we have tried to find out the behavior of the individuals regarding the product and their responses. If the responses are favorable then the person can be said to be our potential customer. The primary data serves as an important tool

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Customer Preference & Attributes towards Savings Account


to measure the behavioral trend of the customer. It helps in answering some of the vital Questions.

Obtaining the Primary Data:


The data collection was primarily done through communication. Communication involves questioning respondents to secure the desired information, using a data collection instrument called questionnaire. The questions were in writing and so were the responses.

Versatility:
It is the ability of a technique to collect the information on the many types of primary data of interest to marketers. It has also been found that some of the people do not answer truthfully to all the questions especially in the case of the personal details.

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Customer Preference & Attributes towards Savings Account

SUMMARY AND CONCLUSIONS

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Customer Preference & Attributes towards Savings Account Summary of Learning Experience
Almost all the Banks offer similar features and facilities with their Savings accounts. There are certain reasons for existing customers of Saving Account of any Bank to shift to another Bank. The level of service in terms of delivering whatever is promised, fast response in case of problems, is the most important benefit that the customers seek, from the Bank they have a Saving Account with. 1. Network reach and visibility of a Bank is a very important criterion for the customer while opening a Saving Account. We can also conclude from our analysis that network reach in terms of Branches and ATMs is directly proportional case of Private Players. 2. In case of a new customer, if a bank approaches it first for opening a Saving Account with them, then there is a good chance for the bank of getting many future businesses and cross sales from the deal. Aggressive Marketing is the key to increasing the market share in this area, since the market has a lot of potential to the market share in

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Customer Preference & Attributes towards Savings Account Conclusions and Recommendations
1. Contract Sales Executive (CSE) should be trained to explain the product features and its value added services to make customers product selection convenient.

2. Contract Sales Executive (CSE) should recommend right product to the right customer so as to ensure a high degree of satisfaction among the customer.

3. The bank needs to make people aware about their products and the basic benefits they can derive out of it. And also the differential features of its savings account as compared to other banks.70% of the people did not even know about the concept, benefits and features of its saving accounts.

4. The bank should also target small business unit for whom maintenance of the AQB is not a problem as this segment is not much penetrated.

5. Though the bank offers free doorstep banking once a day this fact is also not known to many customers or they still do not trust this service whatever the reason the bank can popularize this service to gain an edge over nationalized banks and Co-operative Banks.

6. Quality of service has been rated highly important by all demo fig uric factors as a reason for banking with a particular bank, Standard Chartered needs to improve the services provided to its existing customers before attracting more in the future and use word of mouth as a promotional tool to increase the sales potential of its savings account.

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Customer Preference & Attributes towards Savings Account LIMITATIONS


Some of the limitations of the project are listed as below: 1.The time bound period is the major limitation in research projects. 2.Due to the financial and time constraints a cluster analysis of the population so as to get better results was not feasible. 3.The research conducts in Bangalore city only. 4.It was difficult to break the ice with the common people initially. It was a daunting task to convince them to fill in the personal details of the questionnaire where they have to mention the monthly income, occupation etc. 5.To convince the people for a proper interviewing process is also difficult. 6.Compilation of data on competitor analysis was difficult due to non-availability of correct information. 7.The figures have been taken as approximations.

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Customer Preference & Attributes towards Savings Account

QUESTIONNAIRE-

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Customer Preference & Attributes towards Savings Account


Name of Respondent _________________________________

Contact No. _______________________

1. Monthly Transaction? ________________________________________________

2. Do you have saving Account?

(a) Yes

(b) No

3. If Yes Which bankso ICICI o HDFC o Kotak Mahindra Bank o Nationalized o Other Banks _________________ o Co-Operative Banks___________________

4. Which Factors do you consider for opening a saving Account

o Accessibility o Minimum Balance o DD/ Pay Order o Free Cheque o Debit Card o Cash Deposit
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o o o o o

Cheque Pick up Net Banking Mobile Banking At Par Cheques NEFT RTGS

Customer Preference & Attributes towards Savings Account

5.

Which mode of transaction do you avail frequently? (a) Cheque ( b) DD (c) Pay Order

6.

Which type of transaction do you made (a) Inter city (b) Intra city (c) Both

7.

Does your bank assist you in case of any problem (a) Yes (b) No

8.. What are the additional Benefits do you expect from a Saving Account? ____________________________________________________________________________ _________________________________________________________________.

Date___________________ Signature

Place__________________

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Customer Preference & Attributes towards Savings Account

BIBLIOGRAPHY

1.BOOKS & AUTHORS Marketing Management 2. NEWS PAPERS Times of India Financial Express 3. WEBSITES www.hdfcbank.com www.google.com

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