A Project Study Report On

HDFC BANK

TITLED CUSTOMER PREFERENCE FOR OPENING SAVING ACCOUNT WITH HDFC BANK

Subm tted n Ajmer In!t tute o" Tec#no$o%y Pu!#&'r B'y p'!! Ajmer (r'j)*

Subm tted to + ,!) A&'n!#' ,'t#ur Kum'-'t ,BA F'cu$ty (" n'nce* AIT AIT A/,ER

Subm tted by+ K#u!#'$ ,BA . t#Sem

0112+0131

PREFACE
Housing is a commitment to the community, a commitment to the economic growth, Home ownership demands an increase in personal financial commitment, and is in return a collective commitment to personal financial security. Expiring home ownership will strengthen out nation's communities. And prepare out nation to embrace the rich possibilities of 21st centuries by strengthening our economy and expanding its middle class. H !" plays and important role in this. H !" offers loans for homes for buying or constructing home or event to extend or improve the existing home. And H !" will also finance purchase of land, from approved agencies to help in constructing home of customer's choice. A customer could ac#uire a self$contained flat in an existing or proposed co$operative society, in an apartments owner association or even an independent single family or multi$family bungalow or row house.

ACKNOWLEDGEMENT
% express my sincere than&s to my pro'ect guide, MS. AKANSHA MATHUR , MBA FACULTY AIT ALMER , for guiding me right from the inception till the successful completion of the pro'ect. % sincerely ac&nowledge him for extending their valuable guidance, support for literature, critical reviews of pro'ect and above all the moral support he had provided to me with all stages of this pro'ect. % would also li&e to than&s (o )*+!!.,.-..A*. /0,A their help and cooperation throughout our pro'ect. % am than&ful to r. Sudhindhe Sin!h Ch"uh#n $He#d "% MBA De&# '(en') AIT E)A*(0E1( A%( A20E*3 for

A*MER who had guided me through my pro'ect wor& and time to time their valuable information on the pro'ect which is important throughout the pro'ect.

/4ignature of 4tudent3 KHUSHAL KUMAWAT

TABLE OF CONTENT Sr. no 1. 2 3 CONTENT Introduction to the Industry Introduction to the Organization Research Methodology: 1) Title of the Study 2) Duration of the Project ) O!jecti"e of Study #) Ty$e of Research %) Sample Size and &ethod of selecting sa&$le 6) Sco$e of Study ') (i&itation of Study 4. 5. 6. 7. 8. 9. 10. )acts and )indings *nalysis and Inter$retation S+OT ,onclusion Reco&&endation and Suggestions *$$endi.i!liogra$hy Page No. 7 23 66 66 66 66 67 69 74 75 77 80 91 95 97 100 105

INTRODUCTION

Gene #+ In' "du,'i"n-. (he pro'ect was carried out for understanding the customer preference 5 attributes towards saving Account of H !" ,an& and its mar&et potential. H !" ,an& was established in the year 1667, they are old player in ban&ing sector, (he ban& has two principle client segments 8customer and asset management. (he ban& follows values such as 8 %ntegrity, teamwor&, respect, professionalism, 5 0ission. (he segment of ban& we are considering here is$ "orporate ban&ing. (he product out of which have chosen for research is 4aving Accounts. (his research helps us in finding out the customers view regarding the product and 4ervices offered by the H !" ban& and awareness by promotion and also identifying the mar&et potential of the product offered by the H !" ban&. /.0 Indu1' 2 P "%i+e-. #.) O i!in #nd de3e+"&(en' "% 'he indu1' 2-. ,an&ing in %ndia originated in the first decade of 19th century. (he first ban&s were (he .eneral ,an& of %ndia, which started in 1:9;, and ,an& of Hindustan, both of which are now defunct. (he oldest ban& in existence in %ndia is the 4tate ,an& of %ndia, which originated in the <(he ,an& of ,engal< in "alcutta in 2une 19=;. (his was one of the three presidency ban&s, the other two being the ,an& of ,ombay and the ,an& of 0adras. (he presidency ban&s were established under charters from the ,ritish East %ndia "ompany. (hey merged in 162> to form the %mperial ,an& of %ndia, which, upon %ndia's independence, became the 4tate ,an& of %ndia. !or many years the )residency ban&s acted as #uasi$central ban&s, as did their successors. (he *eserve ,an& of %ndia formally too& on the responsibility of regulating the %ndian ban&ing sector from 16?>.

After %ndia's independence in 167:, the *eserve ,an& was nationali@ed and given broader powers. A couple of decades later, foreign ban&s such as "redit Ayonnais started their "alcutta operations in the 19>=s. At that point of time, "alcutta was the most active trading port, mainly due to the trade of the ,ritish Empire, and due to which ban&ing activity too& roots there and prospered. !irst of all we must note the fact that these institutions have changed very much in character since their origin, and conse#uently nowadays perform many functions un&nown to those of former times. (he first ban&s seem to have arisen in connection with the business of exchanging money. %n ancient times and especially in the 0iddle Ages the varieties of coins were greater even than at the present day, and they were much less perfectly and honestly minted. 4pecialists were, therefore, re#uired to determine their exact value and e#uivalence and to exchange coins of one mintage for those of another, and their ,A1- were in great demand at fairs and other places where merchants of different nations met forpurposes of trade. %nasmuch as they &ept their boxes or chests of coins on benches or <ban&en,< the name ban&ers came to be applied to them. +n account of their technical &nowledge and the fact that they were obliged constantly to &eep on hand considerable #uantities of the precious metals, this business in the early 0iddle 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 1;=6, by Hamburg in 1;16, and by 1urnberg in 1;21. +f these latter the

,an& of Amsterdam was the most important and may be regarded as typical of these early institutions. !rom the earliest times also, ban&ers have been the chief agents through which foreign exchanges have been conducted. As dealers in coin and bullion they had international connections and a &nowledge of international affairs not possessed by other merchants, and were, therefore, in a position to underta&e the settlement of international accounts by means of orders drawn on ban&ers in other countries or other cities with whom they had regular business transactions. As &eepers of other people's money they also promoted saving, and ban&s thus became in time the chief savings institutions of the country. 4. G "5'h #nd & e1en' 1'#'u1 "% 'he indu1' 2- $ "urrently /2==63, ban&ing in %ndia is generally fairly mature in terms of supply, product range and reach$even though reach in rural %ndia still remains a challenge for the private sector and foreign ban&s. %n terms of #uality of assets and capital ade#uacy, %ndian ban&s are considered to have clean, strong and transparent balance sheets relative to other ban&s in comparable economies in its region. (he *eserve ,an& of %ndia is an autonomous body, with minimal pressure from the government. (he stated policy of the ,an& on the %ndian *upee is to manage volatility but without any fixed exchange rate$and this has mostly been true. Bith the growth in the %ndian economy expected to be strong for #uite some time$ especially in its services sector$the demand for ban&ing services, especially retail

ban&ing, mortgages and investment services are expected to be strong. +ne may also expect 05As, ta&eovers, and asset sales. %n 0arch 2==;, the *eserve ,an& of %ndia allowed Barburg )incus to increase its sta&e in -ota& 0ahindra ,an& /a private sector ban&3 to 1=C. (his is the first time an investor has been allowed to hold more than >C in a private sector ban& since the *,% announced norms in 2==> that any sta&e exceeding >C in the private sector ban&s would need to be vetted by them. "urrently, %ndia has 99 scheduled commercial ban&s /4",s3 $ 2: public sector ban&s /that is with the .overnment of %ndia holding a sta&e3after merger of 1ew ,an& of %ndia in )un'ab 1ational ,an& in 166?, 26 private ban&s /these do not have government sta&eD they may be publicly listed and traded on stoc& exchanges3 and ?1 foreign ban&s. (hey have a combined networ& of over >?,=== branches and 1:,=== A(0s. According to a report by %"*A Aimited, a rating agency, the public sector ban&s hold over :> percent of total assets of the ban&ing industry, with the private and foreign ban&s holding 19.2C and ;.>C respectively %ntroduction of many more products and facilities in the ban&ing sector in its reforms measure. %n 1661, under the chairmanship of 0 1arasimham, a committee was set up by his name which wor&ed for the liberali@ation of ban&ing practices. (he country is flooded with foreign ban&s and their A(0 stations. Efforts are being put to give a satisfactory service to customers. )hone ban&ing and net ban&ing is

introduced. (he entire system became more convenient and swift. (ime is given more importance than money. %n 166>, the ,roo&ings %nstitution published a paper entitled E(he (ransformation of the F.4. ,an&ing %ndustryG Bhat a Aong, 4trange (rip %tHs ,een.I Fsing a breathta&ing array of facts and figures, the paper described in great detail the dramatic changes that had occurred in the F.4. commercial ban&ing industry over the 1> years from 16:6 to 1667. (he ban&ing industry was transformed during that period, according to the paper /p. 12:3, by Ethe massive reduction in the number of ban&ing organi@ationsD the significant increase in the number of failuresD the dramatic rise in off$balance sheet activitiesD the ma'or expansion in lending to F.4. corporations by foreign ban&sD the widespread adoption of A(0sD . . . and the opening up of interstate ban&ing mar&ets.I (he paper went on to explain that most of these ma'or changes in ban&ing could be traced to two developmentsG /13 the extraordinary number of ma'or regulatory changes during the period, from deposit deregulation in the early 169=s to the relaxation of branching restrictions later in the decadeD and /23 clearly identifiable innovations in technology and applied finance, including improvements in information processing and telecommunication technologies, the securiti@ation and sale of ban& loans, and the development of derivatives mar&ets. +ther research would later confirm the paperHs assessments and its explanation of the course of events in the ban&ing industry over the period 169682==7. F.4. ban&ing industry indeed underwent an almost unprecedented transformationJone mar&ed by a substantial decline in the number of commercial ban&s and savings

institutions and by a growing concentration of industry assets among a few do@en extremely large financial institutions.

,. Fu'u e "% 'he indu1' 2-. (he burden of reporting and other regulatory re#uirements will fall heavily and disproportionately on small ban&s unless remedial action is ta&en. !urther advances in information technology will permit the development of new products, ,A1-, and ris&$ management techni#ues but may also pose important competitive and supervisory issues. 1onban& entities will continue to offer ban&$li&e products in competition with ban&s, raising anew the #uestion of whether ban&s are still EspecialI and, more fundamentally ,whether ban&s are sufficiently different from nonblan& firms to 'ustify the maintenance of a safety net for ban&s. %t is useful, therefore, to try to chart the course of the ban&ing industry in the next five to ten years and to consider what policy issues the industry and regulators will face. (he authors of this study do not pretend to be clairvoyant. (hey are mindful of the many financial predictions that were once offered with confidence but turned out to be wrong or premature. (his study is perhaps best described as an exercise in strategic thin&ing. %ts approach is to analy@e what has happened in the recent past, consider in detail reasons for expecting recent trends to continue or to change, and draw the conse#uences for ban& and regulatory policies. As always, uncertainties abound, and

events that may now appear fairly improbable may in fact shape the future. (his paper closeswith a discussion of a number of such possible events. (he future$of$ban&ing study addresses three broad #uestionsG

1. Bhat changes in the environment facing ban&ing can be expected in the next five to ten yearsK 2. Bhat are the prospects for different sectors of the ban&ing industry in this anticipated environmentK ,ecause the ban&ing industry is not monolithic and different segments of the industry have, to some degree, different opportunities and vulnerabilities, the study considers separately the prospects for large, complex ban&ing organi@ationsD regional and other midsi@e ban&sD community ban&sD and limited$purpose ban&s. ?. Bhat policy issues are the industry and regulators li&ely to face in the years aheadK 4eparate consideration is given to

LEARNING FROM THE STUDY 1. (he process of recruitment for sales executives of H !" ban&. 2. ifference product and services provided by the ban&. ?. "ustomers perception about the different product. 7. (he brands images of the ban&. >. Bhat are the problems faced by these sales executive daily basis. ;. How to communicate with the customers. :. ifference techni#ues of dealing with the customers. 9. How to convince and convert a customer into real customers.

COMPANY HISTORY
0./ FORMATION OF THE COMPANY (he Housing evelopment !inance "orporation Aimited /H !"3 was amongst the first

to receives an Ein principleI approval from the *eserve ,an& of %ndia /*,%3 to set up a ban& in the private sectorD as part of the *,%Hs the liberali@ation of the %ndian ,an&ing %ndustry in 1667, the ban& was in corporate in August 1667 in the 1ame of EH !" ,A1- A%0%(E I scheduled commercial ban& in 2anuary 166>.

P "("'e H !" is %ndia's premier housing finance company and en'oys an impeccable trac& record in %ndia as well as in international mar&ets. 4ince its inception in 16::, the "orporation has maintained a consistent and healthy growth in its operations to remain a mar&et leader in mortgages. %ts outstanding loan portfolio covers well over a million dwelling units. H !" has developed significant expertise in retail mortgage loans to different mar&et segments and also has a large corporate client base for its housing related credit facilities. Bith its experience in the financial mar&ets, a strong mar&et reputation, large shareholder base and uni#ue consumer franchise, H !" was ideally positioned to promote a ban& in the %ndian environment. Bu1ine11 F",u1 H !" ,an&'s mission is to be a Borld$"lass %ndian ,an&. (he ,an&'s aim is to build sound customer franchises across distinct businesses so as to be the preferred provider of ban&ing services in the segments that the ban& operates in and to achieve healthy growth in profitability, consistent with the ban&'s ris& appetite. (he ban& is committed to maintain the highest level of ethical standards, professional integrity and

regulatory compliance. H !" ,an&'s business philosophy is based on four core valuesG +perational Excellence, "ustomer !ocus, )roduct Aeadership and )eople.

C#&i'#+ S' u,'u e (he authori@ed capital of H !" ,an& is *s.7>=crore /*s.7> billion3. (he paid$up capital is *s.292crore /*s.29.2 billion3. (he H !" .roup holds 27.2C of the ban&'s e#uity while about 1?.1C of the e#uity is held by the depository in respect of the ban&'s issue of American epository 4hares /A 4LA * %ssue3. (he %ndian )rivate E#uity !und, 0auritius /%)E!3 and %n ocean !inancial Holdings Atd., 0auritius /%!HA3 /both funds advised by 2 ) 0organ )artners, formerly "hase "apital )artners3 together hold about >.>C of the ban&'s e#uity. *oughly 2:.>C of the e#uity is held by !%%s, 1*%sL+",s while the balance is widely held by about 217,=== shareholders. (he shares are listed on (he 4toc& Exchange, 0umbai and the 1ational 4toc& Exchange. (he ban&'s American epository 4hares are listed on the 1ew Mor& 4toc& Exchange /1M4E3 under the symbol EH ,I. Ti(e1 B#n6 A(#+!#(#'i"n %n a milestone transaction in the %ndian ban&ing industry, (imes ,an& Aimited /another new private sector ban& promoted by ,ennett, "oleman 5 "o.L(imes .roup3 was merged with H !" ,an& Atd., effective !ebruary 2;, 2===. As per the scheme of amalgamation approved by the shareholders of both ban&s and the *eserve ,an& of %ndia, shareholders of (imes ,an& received 1 share of H !" ,an& for every >.:> shares of (imes ,an&. (he amalgamation added significant value to H !" ,an& in terms of increased branch networ&, expanded geographic reach, enhanced customer base, s&illed manpower and the opportunity to cross$sell and leverage alternative delivery channels.

Di1' i4u'i"n Ne'5" 6 H !" ,an& is head#uartered in 0umbai. (he ,an& at present has an enviable networ& of over ?2> branches spread over 1;; cities across the country. All branches are lin&ed on an online real$time basis. "ustomers in 6= locations are also serviced through )hone ,an&ing. (he ,an&'s expansion plans ta&e into account the need to have a presence in all ma'or industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. ,eing a clearingLsettlement ban& to various leading stoc& exchanges,

(he ,an& also has a networ& of over 6== networ&ed A(0s across these cities. 0oreover, H !" ,an&'s A(0 networ& can be accessed by all domestic and international NisaL0aster"ard, Nisa ElectronL0aestro, )lusL"irrus and American Express "reditL"harge cardholders. M#n#!e(en' 0r. 2agdish "apoor too& over as the ban&'s "hairman in 2uly 2==1. )rior to this, 0r. "apoor was a eputy .overnor of the *eserve ,an& of %ndia. (he 0anaging 0alaysia. irector, 0r. Aditya )uri, has been a professional ban&er for over

2> years and before 'oining H !" ,an& in 1667 was heading "itiban&'s operations in

(he ,an&'s ,oard of

irectors is composed of eminent individuals with a wealth

of experience in public policy, administration, industry and commercial ban&ing. 4enior executives representing H !" are also on the ,oard. 4enior ban&ing professionals with substantial experience in %ndia and abroad head various businesses and functions and report to the 0anaging irector. .iven the

professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the ban& believes that its people are a significant competitive strength.

Te,hn"+"!2 H !" ,an& operates in a highly automated environment in terms of information technology and communication systems. (he entire ban&'s branches have connectivity which enables the ban& to offer speedy funds transfer facilities to its customers. 0ulti$ branch access is also provided to retail customers through the branch networ& and Automated (eller 0achines /A(0s3. (he ,an& has made substantial efforts and investments in ac#uiring the best technology available internationally to build the infrastructure for a world$class ban&. %n terms of software, the "orporate ,an&ing business is supported by !lex cube, while the *etail ,an&ing business by !in ware, both from i$flex 4olutions Atd. (he systems are open, scaleable and web$enabled. (he ,an& has priorities its engagement in technology and the internet as one of its &ey goals and has already made significant progress in web$enabling its core businesses. %n each of its businesses, the ,an& has succeeded in leveraging its mar&et position, expertise and technology to create a competitive advantage and build mar&et share. Bu1ine11 P "%i+e H !" ,an& caters to a wide range of ban&ing services covering commercial and investment ban&ing on the wholesale side and transactional L branch ban&ing on the retail side. (he ban& has three &ey business areas G$

#) Wh"+e1#+e B#n6in! Se 3i,e1 (he ,an&'s target mar&et is primarily large, blue$chip manufacturing companies in the %ndian corporate sector and to a lesser extent, emerging mid$si@ed corporate. !or these corporate, the ,an& provides a wide range of commercial and transactional ban&ing services, including wor&ing capital finance, trade services, transactional services, cash management, etc. (he ban& is also a leading provider of structured solutions which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. ,ased on its superior product delivery L service levels and strong customer orientation, the ,an& has made significant inroads into the ban&ing consortia of a number of leading %ndian corporate including multinationals, companies from the domestic business houses and prime )ublic 4ector companies. %t is recogni@ed as a leading provider of cash management and transactional ban&ing solutions to corporate customers, mutual funds, stoc& exchange members and ban&s. / 4) Re'#i+ B#n6in! Se 3i,e1 (he ob'ective of the *etail ,an& is to provide its target mar&et customers a full range of financial products and ban&ing services, giving the customer a one$stop window for all hisLher ban&ing re#uirements. (he products are bac&ed by world$class service and delivered to the customers through the growing branch networ&, as well as through alternative delivery channels li&e A(0s, )hone ,an&ing, 1et ,an&ing and 0obile ,an&ing. (he H !" ,an& preferred program for high net worth individuals, the H !" ,an& )lus and the %nvestment Advisory 4ervices programs have been designed &eeping in mind needs of customers who see& distinct financial solutions, information and advice on various investment avenues. (he ,an& also has a wide array of retail loan products including Auto Aoans, Aoans against mar&etable securities, )ersonal Aoans and Aoans for (wo$wheelers. %t is also a leading provider of epository 4ervices

to retail customers, offering customers the facility to hold their investments in electronic form. H !" ,an& was the first ban& in %ndia to launch an %nternational ebit "ard in

association with N%4A /N%4A Electron3 and issues the 0aster"ard 0aestro debit card as well. (he debit card allows the user to directly debit his account at the point of purchase at a merchant establishment, in %ndia and overseas. (he ,an& launched its credit card in association with N%4A in 1ovember 2==1. (he ,an& is also one of the leading players in the <merchant ac#uiring< business with over 2>,=== )oint$of$4ale /)+43 terminals for debit L credit cards acceptance at merchant establishments. (he ,an& is well positioned as a leader in various net$based ,2" opportunities including a wide range of internet ban&ing services for !ixed eposits, Aoans, ,ill )ayments etc.

,) T e#1u 2 O&e #'i"n1 Bithin this business, the ban& has three main product areas $ !oreign Exchange and erivatives, Aocal "urrency 0oney 0ar&et 5 ebt 4ecurities, and E#uities. Bith the liberali@ation of the financial mar&ets in %ndia, corporate need more sophisticated ris& management information, advice and product structures. (hese and fine pricing on various treasury products are provided through the ban&'s (reasury team. (o comply with statutory reserve re#uirements, the ban& is re#uired to hold 2>C of its deposits in government securities. (he (reasury business is responsible for managing the returns and mar&et ris& on this investment portfolio. R#'in! H !" ,an& has its deposit programmers rated by two rating agencies $ "redit Analysis 5 *esearch Aimited /"A*E3 and !itch *atings %ndia )vt. Atd. (he ,an&'s !ixed eposit programmed has been rated '"A*E AAA /! 3' O(riple AP by "A*E, which represents instruments considered to be <of the best #uality, carrying negligible investment ris&<. "A*E has also rated the ,an&'s "ertificate of eposit /" 3

programmed <)* 1Q< which represents <superior capacity for repayment of short term promissory obligations<. !itch *atings %ndia )vt. Atd. /1==C subsidiary of !itch %nc.3 has assigned the <tAAA /ind3< rating to the ,an&'s deposit programmed, with the outloo& on the rating as <stable<. (his rating indicates <highest credit #uality< where <protection factors are very high<. H !" ,an& also has its long$term unsecured, subordinated /(ier$%%3 ,onds rated by "A*E and !itch *atings %ndia )vt. Atd. "A*E has assigned the rating of <"A*E AAA< for the (ier$%% ,onds while !itch *atings %ndia )vt. Atd. has assigned the rating <AAA /ind3< with the outloo& on the rating as <stable<. %n each case referred to above, the ratings awarded were the highest assigned by the rating agency for those instruments. C" &" #'e G"3e n#n,e R#'in! (he ban& was one of the first four companies which sub'ected itself to a "orporate .overnance and Nalue "reation /.N"3 rating by the rating agency, (he "redit *ating %nformation 4ervices of %ndia Aimited /"*%4%A3. (he rating provides an independent assessment of an entityHs current performance and an expectation on its <balanced value creation and corporate governance practices< in future.

P "du,' R#n!e S#3in!17 Fi8ed De&"1i'17 Cu en' #nd De(#' A,,"un'1 4avings AccountG Apart from the usual facilities, you get a free A(0 "ard, %nter branch ban&ing, 1et ,an&ing, ,ill )ay, )hone ,an&ing, ,an&ing, among others. H !" ,an& )referredG A preferential 4avings Account where you are assigned a dedicated *elationship 0anager, who is your one$point contact. Mou also get privileges li&e fee waivers, enhanced A(0 withdrawal limit, priority loc&er allotment, free Account and lower interest rates on loans, to name a few. emat ebit "ard and 0obile

4weep$%n AccountG A fixed deposit lin&ed to your 4avings Account. 4o, even if your 4avings Account runs a bit short, you can issue a che#ue /or use your A(0 "ard3. (he money is automatically swept in from your fixed deposit into your 4avings Account. 4uper 4aver AccountG .ives you an overdraft facility up to :>C of your !ixed eposit. %n an emergency, you can access your funds while your !ixed continues to earn high interest. H !" ,an& )lusG Apart from *egular and )remium "urrent accounts we also have H !" ,an& )lus, a "urrent Account and then some more. Mou can transfer up to *s.>=la&h per month at no extra charge, between the four metros. Mou can also avail of che#ue clearing between the four metros, get cash deliveryLpic&up up to *s.2>,===L$, home delivery of etc. emat AccountG "onduct hassle$free transactions on your shares. Mou can also access your emat Account on the %nternet. Inn"3#'i3e 1e 3i,e1 %" 2"u ,"n3enien,e... )hone ,an&ingG 27$hour automated ban&ing services with ?6 )hone ,an&ing numbers available. A(0 27$hour ban&ingG Apart from routine transactions, you can also pay your utility bills and transfer funds, at any of our A(0s across the country all year round. %nter$cityL%nter$branch ,an&ingG Access your account from any of our ?2> branches in 1;; cities. 1et ,an&ingG Access your ban& account from anywhere in the world, at anytime, at your own convenience. Mou can also view your emat Account through 1et ,an&ing. emand rafts, at$par che#ues, outstation che#ue clearance facility, eposit

%nternational

ebit "ardG An A(0 card you can shop with all over the country and

in over 17= countries with. Mou can spend in any currency, and pay in *upees. 0obile ,an&ingG Access your account on your mobile phone screen at no airtime cost. Fse 404 technology to conduct your ban&ing transactions from your cell phone. ,ill )ayG )ay your telephone, electricity and mobile phone bills through our A(0s, %nternet, phone or mobile phone. 1o more standing in long #ueues or writing che#ues. L"#n1 %" e3e 2 need 1ow, our loans come to you in easy$to$pay monthly installments, and are available with easy documentation and #uic& delivery. )ersonal AoansG (a&e a loan of up to *s.?la&h for a wedding, education, purchase of a computer or an exciting holiday. 1ew "ar Aoans and Fsed "ar AoansG !inance up to 6=C of the cost of a car, new or usedR And the loans come to you with easy documentation and speedy processing at attractive interest rates. Aoans Against 4haresG .et an overdraft up to *s.1=la&h at an attractive interest rate against physical shares, up to >=C of the mar&et value of your shares. %n case of emat 4hares, you can get a Aoans Against 4hares of up to ;>C of the mar&et value of your shares, till *s.2=la&h. (wo Bheeler 5 "onsumer AoansG (o help you buy the best durables for your home. emat AccountG )rotect your shares from damage, loss and theft, by maintaining your shares in electronic form. Mou can also access your demat account on the internet. "urrent AccountG .et a personali@ed che#ue boo&, monthly account statements, inter$branch ban&ing and much more.

0utual !undsG Apart from a wide choice of mutual funds to suit your individual needs, you benefit from expert advice on choosing the right funds based on in$depth mar&et analysis. %nternational "redit "ardG .et an option of 4ilver, .old, or Health )lus "redit card, accepted worldwide from a world$class ban&. %f you have outstanding balance on your other credit card, you can transfer that balance to this card at a lower interest rate. 1*% 4ervicesG A comprehensive range, bac&ed by unmatched features and world$class service, ensures 1*%s all the ban&ing support they need.

!orex !acilitiesG Avail of foreign currency, travelersH che#ues, and foreign exchange demand drafts, to meet your travel needs %nsuranceSG H !" ,an& now brings you Aife %nsurance and )ension 4olutions li&e *is& "over 4cheme, 4avings 4cheme, "hildrenHs )lan and )ersonal )lan from H !" 4tandard Aife %nsurance "o. Atd. % have wor&ed on the following pro'ect proposed by the H !" ,an& Atd.G

PRODUCT SCOPE H !" ,an& offers a bunch of products and services to meet the every need of the people. (he company cares for, individual as well as corporate and small and medium enterprise. !or individuals, the company has a range accounts, investment and pension scheme, different types of loans and cards that assist the customers. (he customers can choose the suitable one from a range of products which will suit their life$stage and needs. !or +rgani@ations the company has a host of customi@ed solution that ranges form funded services, non$funded services, value addition services, mutual funds etc.

(hese affordable plans apart from providing long term value to the employees help in enchaning goodwill of the company. (he product of the company is categori@ed into various sections which are as followsG$ a. Accounts and b. Aoans c. %nvestments and %nsurance d. !orex and payment 4ervices e. "ards f. "ustomer "enter eposits

PRODUCTS AND SERVICES AT A GLANCE /. PERSONAL BANKING A. ACCOUNTS 9 DEPOSITS-. $ *egular 4avings Account $ 4avings )lus Account $ 4avings 0ax Account $ 4enior "iti@ens Account $ 1o !rills Account $ %nstitutional 4aving Account $ )ayroll 4alary Account $ "lassic 4alary Account $ *egular 4alary Account $ )remium 4alary Account $ efence 4alary Account $ -idHs Advantage Account $ )ension 4aving ,an& Account

$ !amily 4avings Account $ -isan "lub 4aving Account $ )lus "urrent Account $ (rade "urrent Account $ )remium "urrent Account $ *egular "urrent Account $ Apex "urrent Account $ 0ax "urrent Account $ *eimbursement "urrent Account $ *!"$ omestics Account $ *egular !ixed eposits $ 4uper 4aver Accounts $ 4weep 8 in Accounts $ H !" ,an& )referred $ )rivate ,an&ing B. LOANS $ )ersonal Aoans $ Home Aoans $ (wo Bheeler Aoans $ 1ew "ar Aoans $ Fsed "ar Aoans $ +verdraft against "ar $ Express Aoans $ Aoan against securities $ Aoan against property $ "ommercial Nehicle !inance $ Bor&ing "apital !inance $ "onstruction e#uipment !inance $ +ffers eals $ "ustomer "enter

C. INVESTMENTS 9 INSURANCE $ 0utual Aoans $ %nsurance $ ,ond $ !inancial )lanning $ -nowledge "entre $ E#uities 5 erivatives $ 0udra .old ,ar D. FORE: SERVICES $ (rade !inance $ (ravelerHs "he#ues $ !oreign "urrency "ash $ !oreign "urrency rafts $ !oreign "urrency "he#ues deposits $ !oreign "urrency *emittance $ "ash to 0aster $ !orex )lus "ard E. PAYMENT SERVICES $ 1et 4afe $ )repaid *efill $ ,ill )ay $ irect )ay $ Nisa 0oney (ransfer $ E$ monies Electronic !unds (ransfer $ Excise 5 4ervice (ax payment F. A,,e11 Y"u B#n6 $ +ne Niew $ %nsta Alerts $ 0obile ,an&ing $ A(0

$ )hone ,an&ing $ ,ranch ,an&ing G. CARDS $ 4ilver "redit "ards $ .old "redit "ards $ BomanHs .old "redit "ards $ )latinum plus "redit "ards $ (itanium "redit "ards $ Nalue plus credit "ards $ Health plus credit cards $ H !" ,an& %dea 4ilver "ards $ H !" ,an& %dea .old "ards $ "omplex "ards $ (ransfer 5 4afe $ (rac& your credit cards H. GET MORE FROM YOUR CARDS $ +ffer 5 4aving $ 0y *ewards $ %nsta Bonder@ $ Add$on "ards $ "redit "ard Fsage .uide $ Easy E0% $ 1et 4afe $ 4mart )ay $ 4ecure )lus $ 0y "ity ,enefit "ards $ ebit "ard $ Easy 4hop %nternational $ Easy 4hop .old ebit "ard ebit "ard ebit "ard

$ Easy 4hop %nternational ,usiness ebit "ard $ Easy 4hop BomanHs Advantage

$ )repaid "ards $ !orex plus "ards $ -isan "ard I. CUSTOMER CENTRE $ +ffers 5 eals $ Binners of "ontests 5 )romotions

. Wh"+e1#+e B#n6in! A. CORPORATE $ !und 4ervices $ 1on !unded 4ervices $ Nalue Added 4ervices $ %nternet ,an&ing B. SMALL 9 MEDIUM ENTERPRISE $ !und 4ervices $ 1on !unded 4ervices $ 4peciali@ed 4ervices $ %nternet ,an&ing C. FINANCIAL INSTITUTIONS 9 TRUSTS $ ,an& $ !inancial %nstitutionals $ 0utual !unds $ 4toc& ,ro&er

CHAPTER.0 PROFILE OF THE ORGANISATION

0./ O i!in "% 'he O !#ni;#'i"n-. Housing evelopment !inance "orporation Aimited, more popularly &nown as H !"

,an& Atd, was established in the year 1667, as a part of the liberali@ation of the %ndian ,an&ing %ndustry by *eserve ,an& of %ndia /*,%3. %t was one of the first ban&s to receive an 'in principle' approval from *,%, for setting up a ban& in the private sector. (he ban& was incorporated with the name 'H !" ,an& Aimited', with its registered office in 0umbai. (he following year, it started its operations as a 4cheduled "ommercial ,an&. H !" ,an& Aimited. (he .roup's principal activities are to provide ban&ing and other financial ,A1-. (he .roup operates through four segmentsG (reasury, *etail ,an&ing, Bholesale ,an&ing and +ther ,an&ing ,usiness. (he (reasury ,A1- segment consists of net interest earnings on investments portfolio of the ban& and gains or losses on investment operations. (he *etail ,an&ing segment serves retail customers through a branch networ& and other delivery channels. (his segment raises deposits from customers and ma&es loans and provides advisory ,A1- to customers. (he Bholesale ,an&ing segment provides loans and transaction ,A1- to corporate and institutional customers. (he +ther ,an&ing +perations segment provides ,A1- relating to credit cards, debit cards, third party product distribution and primary dealership

business and other associated costs. (he ,an& was %ncorporated on ?=th August 1667. A new private sector ,an& promoted by housing evelopment "orporation Atd. /H !"3,

a premier housing finance company. (he ban& is the first of its &ind to receive an in$principle approval from the *,% for establishment of a ban& in the private sector. "ertificate of "ommencement of ,usiness wasreceived on 1=th +ctober 1667 from *,%. (he ,an& transacts both traditional commercial ban&ing as well as investment ban&ing. H !", the promoter of the ban& has entered into an agreement with 1ational Bestminister ,an& )c. and its subsidiaries /1at west .roup3 for subscribing 2=C of the ban&s issued capital and providing technical assistance in relation to the ban&s proposed ban&ing business. 0.0 G "5'h #nd De3e+"&(en' "% 'he O !#ni;#'i"n- $ /<<=.

+n 1;.1.166>, 6=,:6,6?= 1o. of e#uity shares were allotted to 2arrington )te. Atd. Another 7==,==,=== e#uity shares were allotted on private placement basis to 1atwest .roup on 6.>.166>. >==,==,=== shares were allotted to the public on 6.>.6> (he ,an& opened its first branch in *amon House at "hurchgate, 0umbai on 2anuary 1;th. (he ,an& has created an efficient operating system using well tested state$of$the$art software.

/<<> := 1o. of e#uity shares issued to subscribers to the 0emorandum 5Articles of Association on ?=th August 1667. +n the same date >==,==,=== e#uity shares were allotted to H !" promoters. >=6,2=,=== shares were allotted to H !" Employees Belfare (rust and H !" ,an& Employees Belfare (rust on 22nd /<<? H !" ,an& has entered the ban&ing consortia of over >= corporates, including some leading multinational companies, flagship companies of local business houses and strong public sector companies. ecember,

H !" ,an& has set up a state$of$the$art dealing room to handle all transactions possible in %ndian financial mar&ets. (he "ertificates of eposits were awarded a ))1Q rating which is the highest rating for

short term instruments indicating superior capacity for repayment.

0@@/ $ (he ,an& has opened its first branch in Aurangabad. HDFC Standard Life Insurance has entered into a memorandum of understanding with the "hennai$ based %ndian ,an&. (he ,an& has launched the international 0aestro debit card inassociation with 0aster "ard. H !" ,an& will launch its credit card in 2une through lin&$ups with 0aster"ard and Nisa.A(trade.com has entered into a strategic tie$up with H !" ,an& to provide 1et ban&ing ,A1- to online investors. 4tandard "hartered

,an&, H !" ,an& and ,harat )etroleum "orporation have 'oined the e"ash !orum which has been set up by the 4mart "ard !orum of %ndia. H !" ,an& has launched a new campaign for its eage savings account. H !" ,an& entered into a strategic tie$up with (ally 4olutions )vt. Atd. to offer online real time accounting ,A1- to small and 0edium enterprises.(he ,an& has opened four A(0s outlets in 2aipur at "oles *oad, *( 1agar, *a'a'i 1agar and 2aya 1agar on 0arch 2;. HDFC Standard Life Insurance has launched a T evelopment %nsurance )lan' a low cost life insurance product developed specifically to meet the needs of economically wea&er sections. (wo irectors, 0r. 4.4. (ha&ur and 0r. Amit 2udge, have resigned from the board of the ban& effective from 0arch ?=. H !" ,an& files with F4 regulators to list more than 11 million American epositary 4hares on the New York Stock Exchange.

(oday H !" ,an& has 1,712 branches and over ?,26> A(0s, in >29 cities in %ndia, and all branches of the ban& are lin&ed on an online real$time basis.
/20

As of 4eptember ?=,

2==9 the ban& had total assets of %1* 1==;.92 billion./ 0 !or the fiscal year 2==9$=6, the ban& has reported net profit of *s.2,277.6 crore, up 71C from the previous fiscal. (otal annual earnings of the ban& increased by >9C reaching at *s.16,;22.9 crore in 2==9$ =6.

0.A P e1en' S'#'u1 "% 'he O !#ni;#'i"n-.

0arch 2==: "itied ,ranches A(0s 229 >?> 1?2?

0arch 2==9 ?1; ;97 1;=>

0arch 2==6 7>2 1712 ?2:>

Housing

evelopment !inance "orporation Aimited, more popularly &nown as H !"

,an& Atd, was established in the year 1667, as a part of the liberali@ation of the %ndian ,an&ing %ndustry by *eserve ,an& of %ndia /*,%3. %t was one of the first ban&s to receive an 'in principle' approval from *,%, for setting up a ban& in the private sector. (he ban& was incorporated with the name 'H !" ,an& Aimited', with its registered office in 0umbai. (he following year, it started its operations as a 4cheduled "ommercial ,an&. (oday, the ban& boasts of as many as 1712 branches and over ?2:> A(0s across %ndia. Amalgamation %n 2==2, H !" ,an& witnessed its merger with (imes ,an& Aimited /a private sector ban& promoted by ,ennett, "oleman 5 "o. L (imes .roup3. Bith this, H !" and (imes became the first two private ban&s in the 1ew .eneration )rivate 4ector ,an&s to have gone through a merger. %n 2==9, *,% approved the amalgamation of "enturion ,an& of )un'ab with H !" ,an&. Bith this, the eposits of the merged entity became *s.

1,22,=== crore, while the Advances were *s. 96,=== crore and ,alance 4heet si@e was *s. 1,;?,=== crore. He#d O%%i,e H !" ,an& *amon House, 1;6, ,ac&bay *eclamation, H ( )are&h 0arg, "hurchgate 0umbai $ 7===2= Ph"ne- Q61 /223 ;;?1;===, ;;;?;===, ;;?1;=;= F#8- Q61 /223 22=799?7 We41i'e- www.hdfc.com

Te,h.S#332

H !" ,an& has always prided itself on a highly automated environment, be it in terms of information technology or communication systems. All the braches of the ban& boast of online connectivity with the other, ensuring speedy funds transfer for the clients. At the same time, the ban&'s branch networ& and Automated (eller 0achines /A(0s3 allow multi$branch access to retail clients. (he ban& ma&es use of its up$to$date technology, along with mar&et position and expertise, to create a competitive advantage and build mar&et share.

C#&i'#+ S' u,'u e At present, H !" ,an& boasts of an authori@ed capital of *s >>= crore /*s>.> billion3, of this the paid$up amount is *s 727.; crore /*s.7.2 billion3. %n terms of e#uity share, the H !" .roup holds 16.7C. !oreign %nstitutional %nvestors /!%%s3 have around 29C of the e#uity and about 1:.;C is held by the A 4 American epository /in respect of the ban&'s

epository 4hares /A 43 %ssue3. (he ban& has about >:=,=== shareholders.

%ts shares find a listing on the 4toc& Exchange, 0umbai and 1ational 4toc& Exchange, while its American epository 4hares are listed on the 1ew Mor& 4toc& Exchange

/1M4E3, under the symbol 'H ,'

0.= Fun,'i"n#+ De&# '(en'1 "% 'he O !#ni1#'i"n-. (he functional departments of the organi@ation consists of the H* department, the administrative department and the executive department. (he H* department of the organi@ation consists of the people who employ the )ersons who they thin& would be able to do 'ustice with the 'ob handled.(he administrative department of the organi@ation consists of the director and the manager of the organi@ation. (hey preside the organi@ation and control all the operations of the organi@ation such that the organi@ation could run in a smooth and effective manner.(he executive department of the organi@ation consists of the various employees Bho execute the 'ob underta&en by them. (he employees consists of the team leaders, the "orporate financial consultants,. the telecallers, various staffs and 'unior staffs who are the main structural framewor& of the organi@ation. (he organi@ation thus runs with the effective coordination of the H* department, the administrative department and the executive department such that the

supervisors of the organi@ation preside over the subordinate employees to give them directions about fulfilling their wor&s most efficiently and effectively. (echnical "onsultancy epartmentG (he (echnical "onsultancy epartment is responsible for

technical appraisal of industrial pro'ects. (he mission of the division is aimed towards the verification of the technical viability of industrial pro'ects and assisting the !unds management in ta&ing the decisions that re#uire technical expertise. 0oreover, it is responsible for conducting technical studies and rendering technical consultancy ,A1to certain industrial sectors for the purposes of investigating modern technologies and productivity levels for local manufacturing plants. H R De&# '(en'H !" Human *esources department plans and direct for the employee population as well as they are having the following functions asG$ Hiring )romotions *eassignments )osition classification and grading 4alary determination )erformance appraisal review and processing )ersonnel data entry and records maintenance )olicy development

 Bor& permitting immigration visa program Bor&ersH compensation !inance epartmentG

(he !inance 0anager is responsible for all aspects of the accounting and financial administration of the H !", the supervision of the implementation of the H !" financial policies, directives and procedures and the initiation of the financial plans within the guidelines of H !" (he department contains several distinct sections, each of which is responsible for a proportion of the activities ta&ing place within the finance department.

M# 6e'in! C"n1u+'#n,2 De&# '(en'(he 0ar&eting "onsultancy epartment plays and important role within the !und as it

studies and analy@es mar&eting information in order to build solid base for management decisions. (he division also assists pro'ects sponsors in formulating solid mar&eting strategies to improve their industries and strengthen their position in the local and international mar&ets.

Re1e# ,h De&# '(en'(he *esearch epartment is having the capacity to act through four composing units

i.e., the mar&et research unit, economic studies unit, and statistical studies unit. %t is the mission of the division to provide support ,A1- for information and consultancy to the senior management and division in the areas of economic, statistical and mar&eting information and consultancy through data analysis, processing of economic and statistical data, mar&et research studies and publishing related periodical reports.

0.> O !#ni;#'i"n S' u,'u e #nd O !#ni;#'i"n Ch# '-. (he organi@ation structure of the company H !" is such that it comprises of the departments and the employees in the hierarchical order so that they are able to perform their functions and duties smoothly and effectively doing their 'ob in a manner in which it should be done. (he organi@ation is headed by the administrative department which coordinates and controls the executive department. (he executive department is a lin& from the top and the bottom comprising of the lower level employees such that they wor& together to fulfill the common ob'ective of getting business from the persons who get in touch with them and see to it that they are provided with the best of the ,A1- which constitute giving financial advise to providing Account to the customers. (he lower level employees and the corporate financial consultants wor& together to see to it that the database for providing financial ,A1- to sufficient number of people is made .(hey wor& together to see to it that this database is followed and wor&ed upon such that more and more number of people get themselves avail the financial ,A1- of the organi@ation. (eam leaders who form the part of the administrative department of the +rgani@ation ma&e sure that the clients that turn up for the financial ,A1- are dealt with most efficiently and effectively.

(he organi@ational structure is well planned out and it follows a simple format which is followsG

O !#ni;#'i"n Ch# '-.

Each team lead has a team comprising only of both senior as well as 'unior mar&et research analyst who aid the team lead in the entire mar&et research process as it has been discussed previously. (his is the basic organi@ational structure followed by H !" ,A1-.

0.? P "du,' #nd 1e 3i,e & "%i+e "% 'he " !#ni;#'i"n-. H !" ,an& offers a bunch of products and services to meet the every need of the people. (he company cares for both, individuals as well as corporate and small and medium enterprises. !or individuals, the company has a range accounts, investment, and pension scheme, different types of loans and cards that assist the customers. (he customers can choose the suitable one from a range of products which will suit their life$ stage and needs. !or organi@ations the company has a host of customi@ed solutions that range from !unded services, 1on$funded services, Nalue addition services, 0utual fund etc. (hese affordable plans apart from providing long term value to the employees help in enhancing .oodwill of the company. (he products of the company are categori@ed into various sections which are as followsG

Pe 1"n#+ B#n6in! S#3in!1 A,,"un'1 S#+# 2 A,,"un'1 S#3in! A,,"un'1 Fi8ed De&"1i'1

De(#' A,,"un' S#%e De&"1i' L",6e 1 L"#n1 C edi' C# d1 De4i' C# d1 P e&#id C# d1 In3e1'(en'1 9 In1u #n,e F" e8 Se 3i,e1 P#2(en' Se 3i,e1 Ne'B#n6in! In1'#A+e '1 M"4i+eB#n6in! In1'#Bue 2 ATM Ph"neB#n6in! NRI B#n6in! Ru&ee S#3in!1 A,,"un'1 Ru&ee S#3in! A,,"un'1 Ru&ee Fi8ed De&"1i'1 F" ei!n Cu en,2 De&"1i'1 A,,"un'1 %" Re'u nin! Indi#n1 Bui,6 e(i' $N" 'h A(e i,#7 UK7 Eu "&e7 S"u'he#1' A1i#) Indi# Lin6 $Midd+e E#1'7 A% i,#)

C"eCu#+ L",6 B"8 %n todayHs world many companies have emerged who have ta&en a serious note on the importance of mar&et research and he advantages of using it for the better growth and development of the company. Hence, our competitors are those companyHs who are in the mar&et research and development field as well as the consultancies, since they also ma&e use of mar&et research and business developers. The & "du,'1 #nd BANK "% "u ,"(&e'i'" 1 # e #1 %"++"51A. Cu1'"(e S#'i1%#,'i"n An#+21i1analysis involves gathering data about the customers and their

"ustomer

characteristics. (hey also conduct tailored customer satisfaction surveys to gau@e customer satisfaction. ,. Ri16

(hese ,A1- are used by the competitors in order to gather external information and research the possible effect on the competitiveness of company. C. P "du,' Re1e# ,h BANK-

(he conduction of extensive product research by this service helps the competitors to find out the mar&etability of a product or service. (he research can be utili@ed to leverage the ma'or decisions of a company on the mar&eting of its products. D. Ad3e 'i1in! Re1e# ,h BANK-

Advertising research strives to gain valuable information about the effects and reach of advertising the products in different forms of media.

Gi3en 4e+"5 # e 'he 1'e&1 5e %"++"5 %" e3e 2 #11i!n(en' 5e '#6e u&1. (he timetable for the search is indicated and the search process commences. 2. (arget companies are examined, using any prior information provided by business development executives in con'unction with sources of information and prospective companies already &nown to us, augmented with original study by our search team. ?. Be maintain a regular channel of communication with the client to &eep them apprised of the results emerging. M# 6e' & "%i+e "% 'he " !#ni;#'i"n-. H !" ,an& Aimited provides various financial products and services. %t operates in three segmentsG *etail ,an&ing, Bholesale ,an&ing, and (reasury. (he *etail ,an&ing segment provides various deposit products, including savings accounts, current accounts, fixed deposits, and demat accounts. %t also offers auto, personal, commercial vehicle, home, gold, and educational loansD loans against securities, property, and rental receivablesD and health care finance wor&ing capital finance, construction e#uipment finance, and warehouse receipt loans, as well as credit cards, debit cards,

depository, investment advisory, bill payments, and transactional services. %n 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$ups with insurance companies and mutual fund houses. (he wholesale ban&ing segment provides loans, non$fund facilities, and transaction services to large corporate, emerging corporate, small and medium enterprise, supply chain, public sector underta&ing, central and state government departments, and institutional customers. %t offers deposit and transaction ban&ing products, supply chain financing, wor&ing capital and term finance, agricultural loans, and funded, non$funded treasury, and foreign exchange products. (hese segments services include trade services, cash management, money mar&et, custodial, tax collection, and electronic ban&ing. %n addition, it provides correspondent ban& services to co$operative ban&s, private ban&s, foreign ban&s, and regional rural ban&sD and wealth management products for non$resident %ndians. (he (reasury 4ervices segment operates primarily in areas, such as foreign exchange, money mar&et, interest rate trading, and e#uities. As of 0arch ?1, 2==6, H !" ,an& had a networ& of 1,712 branches and ?,26> automated teller machines in >29 cities in %ndia. (he company was founded in 1667 and is based in 0umbai, %ndia. %n todayHs growing world everyone needs to diversify their business so as to &eep in touch with the rapid development. ,y analy@ing the growing concerns of the mar&et, H !" has clients varying from investment ban&ing sector, retail, web designing companies, etc. ue to this rapid development H !" .roup has many teams wor&ing

for the above mentioned sectors.

H !" ,an& began operations in 166> with a simple missionG to be a DW" +d.,+#11 Indi#n B#n6D. Be realised that only a single$minded focus on product #uality and service excellence would help us get there. (oday, we are proud to say that we are well on our way towards that goal.

BUALITY POLICY SECURITYG $ (he ban& provides long term financial security to their policy. (he ban& does this by offering life insurance and pension product. TRUSTG $ (he ban& appreciates the placed by their policy holders in the ban&. Hence, it will aim to manage their investments very carefully and live up to this trust. INNOVATION G $ *ecogni@ing the different needs of our customers, the ban& offers a range of the innovative products to meet these needs. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE EONE FOR ALL AND FOR ONE TEAM WORK *OY AND SIMPLICITY

R"+e #nd Re1&"n1i4i+i'ie1-.

(he wor& profile of the student or the roles and responsibilities that are being handled by the student on his internship programmed at H !" ,A1-. (he first day and during the first wee& of the internship programmed the new employee of the H !" ,A1- was welcomed by giving an induction programme in order to ma&e him understand his role and responsibilities during his stay in the organi@ation. ,eing appointed as a !inancial "orporate "onsultant at H !" ,A1- during the internship programme my duty or the role is to meet > clients, collecting financial health chec&, analy@ing and giving them financial planning how their net asset value will be increase and how they fulfill their short$term and long$term financial goal so that it can be assessed that which A""+F1( they need suiting their financial obligations. Aeads and databases created by the students have to be used by them in order to convince people of different age groups to ta&e account according to their needs and suitability. (he student calls people according to the leads and database created and convinces people to ta&e the account. uring the absence of the recovery executivesLcollection executives, it will be my by him

duty and responsibility to meet the customers against payments apart from my regular 'ob profile and reporting the same to my team leader at H !" ,A1-. (o explain the customers how a particular account would help them to ma&e their lives more secure providing security to them. % use all the financial &nowledge that has been given by the company and % has as a 0,A student and a student of 0ar. so that the customer reali@es that he definitely needs to ta&e a particular account.

0ust educate the clients about ris&s and various possible scenarios so that the clients donHt harbor unrealistic expectations.

De1, i&'i"n "% +i3e e8&e ien,e-. (he office of H !" ,A1- is blessed by brilliant and s&illed professionals and team leader who have the responsibility of handling the !inancial "orporate "onsultants. (he team leader provides the particular dayHs plan of action and then guide show to go about for executing the plan of action successfully .(ill the time a !inancial "orporate "onsultant is in the office he receives the valuable suggestions and insights of the team leader. (his prepares him for the dayHs Bor& and provides him the necessary directions to achieve not only the target of the day but the target of the month. %n the office the !inancial "orporate consultant ma&e calls continuously to fix the follow$up appointments so that on the basis of the financial health chec& collected by him and also getting the follow$up appointments from the telesales she goes in the field for ma&ing up the appointments. (he financial corporate consultants provide the persons met the basics of why he should ta&e a particular A""+F1( to provide to

D",u(en'#'i"n eCui e(en'1 A&&+i,#'i"n F" ( (he original form with photographs of the applicant and guarantor. Iden'i'2 D",u(en'1 (his is normally established through the following documents G 1. )assport 2. riving Aicense

?. NoterHs %dentity "ard 7. )A1 "ard !or firms and companies, identity is established as followsG 1. )artnership firms 8 )artnership deed is re#uired for such firms. 2. )rivate Aimited and )ublic Aimited companies 8 A certified copy of the 0emorandum of association and ,oard of *esolution are needed. P ""% "% Re1iden,e %t re#uires one or more of the followingG 1. (elephone ,ill 2. Electricity ,ill ?. *ation "ard %n case of partnership firms and private limited companies, the residence proof of a partner or a director is re#uired. In,"(e P ""% !or self employed and partnership firms and private limited companies, last two years %ncome (ax *eturns with computation and audited accountsL audited ,alance 4heet with )5A account.

B#n6 S'#'e(en'1 ,an& 4tatements of last three months.

P ""% "% Si!n#'u e 4ignature of an applicant is verified to ensure that the documents executed are signed by the concerned signatory. !or most of the financier this is mandatory. )roof of identity such as )A1 "ard which carries the applicantHs signature may suffice for financier as a proof of signature.

Fie+d In3e1'i!#'i"n Re&" '

(he

4A visits the borrowerHs residence and office for verification of

complete business details. Vi#4i+i'2 Re&" ' +nly applicable for E#uipment hiring segment customers. P " %" (# In3"i,e %n case when the manufacturer re#uires the full cost /or a ma'or cost of it3 to be paid in advance for delivery of machineryL e#uipment, the firm submits a pro forma invoice to the customerL financier/ban& in this case3. (he customer or ban& processes invoice and &eeps ready the amount to be remitted to firm. Bhen it supplies the machineryLe#uipment, the ,an& delivers the che#ue to the supplier, and later an ad'ustment bill is furnished by the supplier.

IRR C#+,u+#'i"n Shee' %** is referred to as internal rate of return which is usually the rate of return that a ban& earns. %** is a measure of cost of capital and the earnings from the cash flows to be made on the loan disbursed.

CAM 9 CAR "redit Approval 0emo and "redit Appraisal *eport are important credentials.

R#'e A&& "3#+ (he %** at which the financier deals with the customer is sent to the high command authorities for the rate approval.

C"&2 "% IPF De#+e Re,ei&' %" (# !in

A copy of the dealer receipt of margin money is an essential document for the disbursement. ECui&(en' L"#n A! ee(en' %t is an agreement for the e#uipment loan given by the financier to the customer which is signed by the applicant and the guarantor who are liable to obey the terms of the agreement. PDC1 E0% can be paid in the form of post dated che#ues which are collected by the financier from the 4A after getting the approval from the "redit 4anctioning Authority for the lending. F" ( G 9 /? !orm 9 and 1; are the part of e#uipment loan agreement which contains the details of the loan which must to be submitted to the credit authority. /4ee Annexure$6 for the document chec&list3

/. PRODUCT OVERVIEW (his section contains a brief overview of the "onstruction E#uipment finance product features. (he "redit )olicy is one of the &ey documents that reflect the *is& 0anagement philosophy of the ,an&. (he "redit policy is a general guideline on credit and defines guidelines and the framewor& when evaluating customer applications re#uests for a H !" ,an& "onstruction E#uipment Aoan. Ke2 %e#'u e1 "% 'he P "du,' # e /a3 "ustomer "lassificationG $ ,orrowers have been classified into these three ma'or categories. U Aarge "ustomer /AA,A, 5 A"3

U *etails "ustomers /*A,*, 5 *"3 U !irst (ime Fser /!(F3 Bhile offering to a large customer will be made based on the assessment 5 appraisal of its financial strength retail customer will be offered funding based on itHs off

,alance sheet strength. ,ased on the income stream of all such customers, further divide is done as under U "ontractor U 0ine +wner U )lant Hires U "aptive Fsers /b3 )ermissible Exposure Aimit 0aximum amount of finding on an e#uipment, customer grade wise is given as AA$ *s.:>=Aa&h A,$ *s.2>=Aa&h A"$ *s.1>=Aa&h *A$ *s.1==Aa&h *,$ *s. :>Aa&h *"$ *s. 7=Aa&h Be can ta&e maximum exposure up to *s.1> "r. in case of borrowers with (o of *s.:>"r. or more. /c3 (enure 1ew e#uipment can be funded for tenure up to ;= months depending on the customer grade. !inance on used e#uipment can be given up to up ?; months as per offering matrix. (op$ funding can be done or the remaining tenure for respective agreement. /d3 *epayment mode !ull ) "s for all grade at all locations. !or large customers 5 *A grade. 1) " cases are acceptable only for locations where "N portfolio is more than *s.>="rore

and delin#uency triggers are under control. /e3 Eligible borrower segment "ompanies /)vt. 5 )ublic3, proprietary concerns, partnership firms and individuals. /f3 Aoan (ype (erm loan with hypothecation of assets in favor of H !" ,an& Atd.

POST DISBUSEMENT DOCUMENTATION AND COLLATERAL MONITARING !ollowing document are to be collected after the approvalLboo&ingLdisbursement of a new asset. 13 %nvoice 23 %nsurance )olicy ?3 *(+ *egistration "ertificate /*"3 depending on the nature of asset H !" ,an&'s hypothecation is mandatory on all the ) flood 5 earth#ua&e. %n view of the general time ta&en 5 logistics automatic deferral up to 1> days for the invoice 5 %"1 and up to 7> days for the *" 5 )olicy is granted. ) location will be monitored asG$ )arameters %nvoice %nsurance *" ays (rigger ?= ;= ;= 2=.==C 2=.==C 2=.==C 2=.==C ays 6= 6= 6= 7> (rigger >.==C >.==C >.==C >.==C trigger for the 's %nsurance )olicy should be

comprehensive and specifically cover ris&s of accident, fire, theft, riot, act of terrorism,

*o"/wherever applicable3 ?=

!or a delin#uent customer /2 E0%s unpaid3. ) )*H in the monthly 0%4.

status should be clear. %t needs to be

monitored at *egional level and escalation to be made for such delin#uent cases to

*0 to initiate a mail listing out all such cases where *" is not applicable. )*H can &noc& off these ) s on the recommendation of respective credit approver. However registration with *+" is to be compiled with for such assets wherever applicable. Baiver of *" is not to be construed as waiver of *+". %nvoiceG$ (he invoice should mention 0a&e and model of the vehicle machinery financed. Engine, "hassis, or serial no. +r uni#ue % of machinery. etailed price brea&$up /base price, excise duty, sales tax etc.3 Hypothecation favoring the ,an&. %nsuranceG$ (he insurance should have 1ame Address of the customer Nehicle description which should tally with the invoice year of 0anufacture Engine, "hassis or serial no. +r uni#ue % of machinery %nsured value Nalidity of insurance in terms of duration Hypothecation favoring the ,an& (he insurance should be comprehensive (he insurance company will issue the cover note at the time of delivery and subse#uently issue the policy. ,ut it is important to obtain the policy at the earliest from the insurance companyLdealer.

(here will be a

ealer Agreement signed by each dealer stating that the dealer

will be responsible for registering the vehicle with the *egional (ransport +ffice /*(+3 and for ensuring the "reation of *+" charge, mar&ing of ,an&'s lien on the registration documents. %n case of machinery and where the client is also a Aimited co. a charge needs to be created with *+". !or this purpose !orm 9 5 1? along with invoice copy and copy of our agreement in triplicate duly signed by our Authori@ed 4ignatories need to be submitted to the *+". Also the stamping of the agreement is to be done &eeping this in mind. (his could vary from state to state. (he charge with *+" is to be created within ?= days from the date of Agreement. (he same can be done through our authori@ed external agency. *" ,oo& (he *" boo& contains the following. 13 1ame of applicant 23 Asset details which should match with the %nvoice ?3 Engine chassis which should match with the %nvoice %nsurance "over note 73 year of manufacture of the vehicle >3 Hypothecation favoring the ,an& (he *" should be obtained within ;= days of delivery of the vehicle asset. (he collaterals are important as they provide recourse to the customer especially in cases of litigation. (ime !rame for collateral (he following is the time frame within which the documents must be collected

1. )ayment receipt 2. %nvoice ?. %nsurance 7. *" ,oo& >. *+" charge filing

$ : days from

isbursement

$ ?= days from elivery of vehicle $ ;= days from delivery of vehicle $ ;= days from delivery of vehicle $ ?= days from date of Agreement

PDD ,"++e,'i"n e1&"n1i4i+i'2 #nd ' i!!e 1. 2. ?. *esponsibility for ) collection would be with sales collection 5 activate the triggers

+perations would monitor the )

Approvals 5 isbursement for the particular branch will be stopped after one wee& prior intimation to 4ales.

P"1' de+i3e 2 #11e' 3e i%i,#'i"n 1. Asset verification for >C of the cases funded during the year will be done 2. ?. (he verification would be done by external agency (he same will be monitored by credit

PORTFOLIO TO PERFOMANCE REVIEW 9 MIS

As a retail business is managed on portfolio basis, its essential that certain&ey numbers are monitored in the portfolio to ensure that the portfolio is healthy. Any breach of the triggers below must be promptly reported and suitable triggers and review points must be reviewed every business plan of the product group. year based remedial on the action must be ta&en to ensure that portfolio #uality is sound and healthy. (he

Re1e# ,h Me'h"d"+"!2
(%(AE +! 4(F MG EA STUDY OF COSTUMER PREFRANCE 9 SAVING AFC WITH HDFC BANK7 *AIPUR. (he study is emphasi@ed on the H !" ,an& and its services and "+4(F0E* )*E!*A1"E 5 4AN%1. AL" B%(H H !" ,an&. 4tudy focuses to the interest of customer towards the ,A1-. DURATION OF THE PRO*ECT-

)ro'ect study, which is being conducted by me for +ne wee& for the fulfillment of the full time masters of business administration. ,ut being a management student % tried my best to extract best of the information available in the mar&et for the use of society and people S'#'e(en' "% e1e# ,h & "4+e(-. )*+,AE0 E!%1A(%+1G 4ales Executives were with good bac&ground human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company, H* is not able to sort out the problem why the performance is not coming

even after giving the full mar&eting support. (he communication techni#ue and dealing with the customers is also a problem to the sales executives.

OB*ECTIVES OF RESEARCH PRO*ECT-

RESEARCH OB*ECTIVESPRIMARY OB*ECTIVESG$ (o open new saving accounts by convincing customers and to promote the benefit of these which are provided by the ban& (o find the different way of convincing customers. (o study brand images of the ban&. (o increase the business of the ban&.

SECONDARY OB*ECTIVES-. (o determine the need and purpose of a 4ales executives. (o understand the deciding criteria for people to become 4ales executive. (o offer suggestions based upon the findings.

GEOGRAOHICAL SCOPE-. (he same problem was with the all other branches of H !" ,an& even out of the A'mer city. (he management is conducting the same research on a big ground while my contribution is tiny. (hrough my sample si@e and geographical areas was defined and confine to a particular territory but the application of output from the research are going to be wide.

PRODUCT SCOPE-. 4tudying the increasing business scope of the ban&. 0ar&et segmentation to find the potential customers for the ban&. (o study how the various products are positioned in the mar&et. "orporate mar&eting of products. "ustomer perception on the various products of the ban&.

Si!ni%i,#n,e "% 'he Re1e# ,h

$#) T" 'he ,"(&#n2G (he company wanted to &now that what is the present mar&et status of the company in the mind of general public. (hey also wanted to &now that where do the customer ta&e the loan for their vehicles particularly in construction e#uipment segment so that they may offer thaw products /Aoans3 according to their needs and desire. (he

company will also get to &now that when and with which instrument and what time they should approach the potential customer. $4) T" 'he e1e# ,he (he researcher has got the opportunity to have the practical exercise of the classroom &nowledge that he has gained during the pursuance of his 0,A curriculum. He also gained the significant &nowledge about the financial mar&et and had an opportunity to expose himself with the various levels of the mar&et.

RESEARCH METHODOLOGY AND LIMITATIONS All the findings and conclusions obtained are based on the survey done in the wor&ing areas within the time limit. % tried to select the sample representative of the whole group during my 'ob training. % have collected data from people lin&ed with different profession at A'mer.

De%ini'i"n1/. Re1e# ,h is the systematic investigation to establish facts or collect information on a pre$decided sub'ect. 0. Me'h"d"+"!2 is the specification of the system of principles and techni#ues used in a particular discipline Define the $ro!le& and research o!jecti"e

De"elo$ the research $lan

,ollect the infor&ation

*nalyze the infor&ation

)inding 1 Reco&&endations

*esearch methodology is the way to systematically solve the research problem. %t may be understand as a science of studying how research is done scientifically. %n it % study the various steps that are generally adopted by a researcher in his research problem along with the logic behind them. %t is necessary for the researcher to &now not only the research method but also the methodology. % not only tal& off research method but also consider the logic behind the methods. (he use in conduct of my research study and explain why % am using a particular matter for techni#ue and why % am using others. 4o those research results are capable for being well evaluated by others.

RESEARCH PLAN-. PRELIMINARY INVESTIGATION-. %n which data on the situation surrounding the problems shall be gathered to arrive at (he correct definition of the problems.

An understanding of its environments.

E:PLORATORY STUDY-. (o determine the approximate areas there the problem lie. RESEARCH DESIGN-. *esearch was initiated by examining the secondary data to gain insight into the problem. ,y analy@ing the secondary data, the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvements.

DEVELOPING THE RESEARCH PLAN-. (he data for this research pro'ect has been collected through self administration. ue to time limitation and other constraints direct personal interviews method is used. A structured #uestionnaire was framed as it is less time consuming, generates specific and to the point information, easier to tabulate and interpret. 0oreover respondents prefer to gives direct answers. %n #uestionnaires open ended and closed ended, both the types of #uestion has been used. COLLECTION OF DATA-. /. SECONDARY DATA- . %t was collected from internal sources. (he secondary data was collected on the basis of organi@ational file, official records, newspaper, maga@ines, management boo&, preserved information in the companyHs database and website of the company. 0. PRIMARY DATA- . All the people from different profession were personally visited and interviewed. (hey were the main sources of primary data. (he method of collection of primary data was direct personal interview through a structured #uestionnaire.

=.A SAMPLING PLAN- . 4ince it is not possible to study whole universe, it becomes necessary to ta&e sample from the universe to &now about its characteristics. SAMPLING UNITSG $ different professionals "A, (ax consultants, Aawyers, ,usiness 0an, professional and House wives of 2aipur. SAMPLE TECHNIBUEG $ *andom 4ampling. RESEARCH INSTRUMENTG$ 4tructured Vuestionnaire CONTACT METHODG $ )ersonal %nterviews.

=.= SAMPLE SIHE-. 0y sample si@e for this pro'ect was 1>= respondents. 4ince it was not possible to cover the whole universe in the available time period, it was necessary for me to ta&e a sample si@e of 1>= respondents.

=.> DATA COLLECTION INSTRUMENT DEVELOPMENT-. (he mode of collection of data will be based on 4urvey method and field activity. )rimary data collection will base on personal interviews. % have prepared the #uestionnaire according to the necessity of data to be collected.

DATA ANALYSIS & INTERPRETATION

DATA ANALYSIS INTERPRETATION AND PRESENTATIONS

FACT AND FINDINGS

V 1GBhat is your 0onthly (ransaction in your account K

0onthly transactions >$2= la&hs

:=C

1o. of respondents 42 89 19 150

C /percentage3 29C >6C 1?C 1==C

=>A$ 2=A 2=A $ 7=A 7=A $ Above

2=$7= la&hs la&hs and above

7= ;=C

>=C (otal 7=C Ch# ?=C 2=C 1=C =C =>A$ 2=A

' /-

2=A $ 7=A

7=A $ Above

AnalysisG >6C respondents gave their answer in 2=$7= la&hs transactions. 29C respondents gave their answer in =$2= la&hs transactions. 1?C respondents gave their answer in 7= la&hs and above transactions.

B. 0

o you have a 4aving AccountK

*esponse Mes 1o "hart 2G

1o. of respondents 145 5

C 6:C ?C

?C

6:C

Mes

1o

AnalysisG 6:C respondents have the saving accounts and only ?C do not have saving account.

V. ? Bhich !actors do you consider for opening a 4avings AccountK

Accessibility 0inimum balance Lpay order !ree che#ue ebit card "ash deposit "he#ue pic& up 1et ban&ing 0obile ban&ing At per che#ue 1E!( *(.4 (otal

1o. of respondents 15 30 19 15 12 11 3 24 11 4 3 3 150

C 1= 2= 1? 1= 9 : 2 1; : ? 2 2 1==

"hart ?

AnalysisG *espondents gave their answer 1=C respondents gave their answer in accessibility, 2=C 0inimum balance, 1? C Lpay order,1=C !ree che#ue, 9C ebit card, :C "ash deposit, 2C "he#ue pic& up,

1;C 1et ban&ing, :C 0obile ban&ing, ?C At per che#ue, 2C 1E!(, 2C *(.4.

V. 7 Bhich mode of transaction do you avail of fre#uentlyK

*esponse )ay order "he#ue (otal "hart 7

1o. of response 18 18 114 150

C 12 12 :; 1==

)ay +rder, 12C

, 12C

"he#ue, :;C

"he#ue

)ay +rder

AnalysisG 12C *esponse in pay order, 12C li&e , and :; C costumer want from che#ue mode.

V.> Bhich types of transaction do you ma&e K *esponse %ntercity +utside city ,oth (otal 1o. of respondents 50 22 78 15= C ?? 1> >2 1==

"hart >

In'e ,i'2 7 AAI B"'h 7 >0I 7 />I

Ci'2 Ou'1id e

AnalysisG ??C account holder transaction intercity, >2 C ,oth, and 1>C outside city.

V. ;

oes your ban& assist you in case of any problemK 1o. of respondents 135 15 15= C 6= 1= 1==

*esponse Mes 1o (otal

"hart ;

1=C

6=C

Mes

1o

AnalysisG 6=C say yes ban& will assist you in case of any problem, only 1=C say no.

B J 2"u #nnu#+ h"u1eh"+d in,"(eK TABLE S . N". C#'e!" 2 /. 0. A. =. Aess than 2 lacs ,etween 2 to > lacs ,etween > to 9 lacs 0ore than 9 lacs TOTAL

N". "% e1&"nden'1 ;6 79 27 6 />@

Pe ,en'#!e 7;C ?2C 1;C ;C /@@I

GRAPH PRESENTATION I. GRAPH OF RESPONDENTD

II.

GRAPH IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that 7;C respondent annual Household income is less than 2 lacs. ?2C respondent annual Household income is between 2 to > lacs. 1;C respondent annual household income is between > to 9 lacs. ;C respondent annual household income is more than 9 lacs.

BG) A e 2"u # (e(4e "% # ,+u4K TABLE

S . N". /. 0.

C#'e!" 2 Mes 1o. TOTAL

N". "% Re1&"nden' 63 87 150

Pe ,en'#!e 72C >9C /@@I

GRAPH PRESENTATION I. GRAPH OF RESPONDENTD

%%.

GRAPH IN PERCENTAGE

%1(E*)*E(A(%+1G$ !rom the table and graph above it can be seen that 72C respondents are member of a club. >9C respondents are not member of a club.

V 63 what is your perception about different productLservices provided ,y H !" ,an&K (A,AE 4r. 1o. 1. 2. ?. "ategory Aucrative 1ot Aucrative 1ot idea (+(AA 1o. of *espondents 37 90 23 150 )ercentage 2>C ;=C 1>C 1==C

.*A)H )*E4E1(A(%+1 %. .*A)H +! *E4)+1 E1(

%%.

.*A)H %1 )E*"E1(A.E

%1(E*)*E(A(%+1G$ !rom the table and graph above it can be seen that 2>C respondent perception about different product is lucrative. ;=C respondent perception about different product is not lucrative. 1>C respondent perception about different product has no idea.

B /@) D" 2"u 5#n' '" "&en #n #,,"un' 5i'h HDFC B#n6K TABLE S . N". /. 0. A. C#'e!" 2 Mes 1o Bill tell later TOTAL N". "% Re1&"nden'1 8 120 22 150 Pe ,en'#!e >C 9=C 1>C /@@I

GRAPH PRESENTATION

I.

GRAPH OF RESPONDENTD

II.

GRAPH IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that 9=C respondents are not interested to open an account with the ban&. >C respondents are interested to open an account with the ban&. 1>C respondents are saying that they will tell later.

B //) D" 2"u h#3e #++ 'he d",u(en'1 5hi,h # e eCui ed '" "&en #n #,,"un'K TABLE S . N". /. 0. C#'e!" 2 Mes 1o TOLAL N". "% Re1&"nden'1 90 60 150 Pe ,en'#!e ;=C 7=C /@@I

GRAPH PRESENTATION
I.

GRAPH OF RESPONDENTD

II.

GRAPH IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that ;=C respondents have all the documents which are re#uired to open an account with the ban&. 2>C respondents do not have all the documents which are re#uired to open an account with the ban&.

B /0) A e 2"u #5# e 'h#' 'he 4#n6 & "3ide1 2"u # % ee D(#' A,,"un' i% 2"u "&en # ne5 S#3in! A,,"un' 5i'h HDFC B#n6K TABLE S . N". /. 0. C#'e!" 2 Mes 1o TOLAL N". "% Pe ,en'#!e Re1&"nden'1 30 2=C 120 9=C 150 /@@I BASE 150 RESPONDENTS

GRAPH PRESENTATION

I.

GRAPH OF RESPONDENTD

II.

GRAPH IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that 2=C respondents are aware that the ban& provides a free new saving accounts. 9=C respondents are not aware of it. mat Account with

B /A) A e 2"u #5# e "% di%%e en' 'e (1 #nd ,"ndi'i"n1 5hi,h # e 3e 2 (u,h e11en'i#+ '" (#in'#in #n #,,"un' #' HDFC B#n6K TABLE S . N". /. 0. C#'e!" 2 Mes 1o TOLAL N". "% Re1&"nden'1 18 132 150 Pe ,en'#!e 12C 99C /@@I

GRAPH PRESENTATION
III.

GRAPH OF RESPONDENTD

IV.

GRAPH IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that 12C respondents are familiar with different terms and conditions which are very much essential to maintain account with the ban&. 9=C respondents have no idea about it.

B /=) D" 2"u 6n"5 #4"u' HDFC 4#n6M1 e, ui'(en' &"+i,ie1 e+#'ed '" 1#+e1 e8e,u'i3eK TABLE S . N". /. 0. C#'e!" 2 Mes 1o TOLAL N". "% Re1&"nden'1 62 88 150 Pe ,en'#!e 71C >6C /@@I

GRAPH PRESENTATION

I.

GRAPH OF RESPONDENTD

II.

GRAPH IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that 71C respondents are &nown about H !" ,an&Hs recruitment policies related to sales executive. 9=C respondents are not &nown about H !" ,an&Hs recruitment policies related to sales executive.

B />) Nu(4e "% 2e# i1 2"u in N#i&u K TABLE S . N". /. 0. C#'e!" 2 N". "% Re1&"nden'1 Aess than five years 59 0ore than five years 91 TOTAL 150 Pe ,en'#!e ?6C ;1C /@@I

RAPH PRESENTATION I. GRAPH OF RESPONDENTD

II.

GRAPHS IN PERCENTAGE

INTERPRETATION-. !rom the table and graph above it can be seen that

39% respondents are in Jaipur for less than five years. 7=C respondents are in Jaipur for more than five years.

1;. Bhen the respondents were as&ed that please ran& the company services in terms of providing %**L!lat *ates, the following are the responses.

HDFC ICICI Ci'2 GE

K"'# 6 = 2 1 = = 1

T#'# Fin#n, e 1 2 1 = = =

Sh i Sund #( ALFL C.M. R#( = 1 1 1 = = = 2 2 = = = 1 2 1 = = = = 1 = = = =

N..ood .ood Avg. ,ad Nery ,ad "an't 4ay

1= 2> 2= ; 7 >

12 1= 17 = = 7

= 1 2 = = =

= 1 1 = = =

1==C 6=C 9=C :=C ;=C >=C 7=C ?=C 2=C 1=C =C

C#nO' 1#2 Ve 2 B#d B#d A3!. G""d V.G""d

HDFC

<I

?I

JI /=I 0<I A>I

Ve 2 G""d G""d A3!. B#d Ve 2 B#d C#nO' S#2

In'e & e'#'i"n +ut of := respondents of H !" ,an&, 17C respondents of H !" ,an& mar& Nery .ood for providing better interest rates, ?>C respondents of H !" ,an& mar& good for providing better interest rates, 26C respondents of H !" ,an& mar& Average for providing better interest rates, 6C respondents of H !" ,an& mar& ,ad for providing better interest rates, ;C respondents of H !" ,an& mar& Nery ,ad for providing better interest rates, :C respondents of H !" ,an& mar& "ant's say for providing better interest rates.

1:. Bhen the respondents were as&ed that please ran& the company according to the behavior towards customer by the person of financial institutions, the following are the responses. HDFC ICICI Ci'2 GE K"'# 6 = 2 1 = = 1 T#'# Fin#n, e = 2 2 = = = Sh i Sund #( ALFL C.M. R#( = 1 1 1 = = = 2 2 = = = 2 1 2 = = = = 1 = = = =

N..ood .ood Avg. ,ad Nery ,ad "an't 4ay

1> 2> 2= 7 = ;

1= 1> 1= 2 = ?

= 2 1 = = =

= 1 1 = = =

1==C 6=C 9=C :=C ;=C >=C 7=C ?=C 2=C 1=C =C

C#nO' 1#2 Ve 2 B#d B#d A3!. G""d V.G""d

Fin#n,i#+ In1'i'u'i"n

HDFC

?I 0<I

<I 0/I A>I

Ve 2 G""d G""d A3!. B#d Ve 2 B#d C#nO' S#2

In'e & e'#'i"n +ut of := respondents of H !" ,an&, 21C respondents of H !" ,an& mar& Nery .ood for their behavior towards customers, ?>C respondents of H !" ,an& mar& .ood for their behavior towards customers, 26C respondents of H !" ,an& mar& Average for their behavior towards customers, ;C respondents of H !" ,an& mar& ,ad for their behavior towards customers, =C respondents of H !" ,an& mar& Nery ,ad for their behavior towards customers, 6C respondents of H !" ,an& mar& "ant's say for their behavior towards customers.

19. Bhen the respondents were as&ed that H !" ,an& Atd. generally gave better service than other one then following responses are as follows G Re1&"n1e 4trongly Agree Agree 1either agree nor disagree isagree 4trongly isagree N". "% Re1&"nden'1 1> 2> 1> 1= >

N". "% Re1&"nden'1

4trongly Agree

JI /=I 0/I 0/I AJI

Agree 1either agree nor disagree isagree 4trongly isagree

In'e & e'#'i"n +ut of := respondents 21C strongly agree that H !" ,an& Atd. generally gave better services, ?:C agree that H !" ,an& Atd. generally gave better services, 21C neither agree nor disagree that H !" ,an& Atd generally gave better services, 17C disagree that H !" ,an& Atd. generally gave better services, :C strongly disagree that H !" ,an& Atd. generally gave better services.

16. Bhen the respondents were as&ed that what is the most important contributing factor F#,'" 1 Aow cost of (ransportation 4ervices )rompt elivery *eliability 1etwor& "overage (rip time in transportation business, the responses are as follows G N". "% Re1&"nden'1 ?: 7> ?6 1> 1= 7

N". "% Re1&"nden'1

L"5 ,"1' "% T #n1&" '#'i"n Se 3i,e1
0>I 0?I

/@I

JI

0I

P "(&' De+i3e 2
A@I

Re+i#4i+i'2 Ne'5" 6 C"3e #!e T i& Ti(e

In'e & e'#'i"n +ut of 1>= respondents 2>C respondents said that low cost of transportation is the most important contributing factor in transportation business, 26C respondents said that services is the most important contributing factor in transportation business, 2;C respondents said that )rompt elivery is the most important contributing factor in transportation business 1=C respondents said that reliability is the most important contributing factor in transportation business, :C respondents said that 1etwor& "overage is the most important contributing factor in transportation business, ?C respondents said that (rip time is the most important contributing factor in transportation business.

2=. Bhen the respondents were as&ed that what do you thin& about whether this industry is properly organi@ed or not then the responses are as follows G Re1&"nden'1 1#id OYESO 7> Re1&"nden'1 1#id ONOO 1=>

A@I J@I

Re1&"nden'1 1#id DYESD Re1&"nden'1 1#id DNOD

In'e & e'#'i"n +ut of 1>= respondents :=C respondents said that this industry is not properly organi@ed and rest ?=C respondents said that this industry is properly organi@ed.

4B+( A1AAM4%4
STRENGTH
X *ight strategy for the right products. X 4uperior customer service vs. competitors

WEAKNESSES
X "ustomer service staff need training X High degree of customer satisfaction. X .ood place to wor& X Aower response time with efficient and effective service. X edicated wor&force aiming at ma&ing a long$term career in the field.

O&&" 'uni'ie1
X )rofit margins will be good. X "ould extend to overseas broadly. X 1ew specialist applications. X "ould see& better customer deals. X !ast$trac& career development opportunities on an industry$wide basis. X An applied research centre to create opportunities for developing techni#ues to provide added$value services.

Th e#'1
X Aegislation could impact. X .reat ris& involved X Nery high competition prevailing in the industry. X Nulnerable to reactive attac& by ma'or competitors X Aac& of infrastructure in rural areas could constrain investment. X High volumeLlow cost mar&et is intensely competitive.

COMPETITIVE SWOT ANALYSIS WITH ICICI BANK STRENGTHS WEAKNESSES OPPORTUNITIES

4 8 + 4trategies 4trengthG +pportunityG 4trategyG B 8 + 4trategies Bea&nessG +pportunityG 4trategyG Bor&force *esponsiveness. +utsourcing of 1on 8 "ore ,usiness. +utsource "ustomer "are 5 other E$Helps. Aarge "apital base. 0ar&et Expansion. eep )enetration into *ural 0ar&et.

(H*EA(4 4 8 ( 4trategies 4trengthG (hreatG 4trategyG B 8 ( 4trategies Bea&nessG (hreatG 4trategyG 1ot E#ual to %nternational 4tandards. Entry of many !oreign ,an&s. "onsider additional benefits Aow operating costs %ncreased "ompetition from others )vt. ,an&s. 4teps to Ensure Aoyalty by old "ustomers.

CONCLUSIONS-.

H !" ,an&Hs the ban&ing arm of H !" is expected to go on stream. (he ban& already has good number of employees on boards and is recruiting sales executive heavily to ta&e the headcount to many more. %t is on the brin& of increasing its customers through its attractive schemes and offers. (he pro'ect opportunities provided was mar&et segmentation and identifying prospective customers in potential geographical location and convincing them to open an account so the new ,usiness +pportunities of the ban& can be explored. (hrough this pro'ect, it could be concluded that people are not much aware about the various products of the ban& and many of them not interested to open an account at all. 4ervices was considered as unsought good which re#uire hard core selling, but in changing trend in income and people becoming financially literate, the demand for ban&ing sector in increasing day by day. According to my findings company promotional activities for recruiting sales executive are also very less. 4o, at last the conclusion is that there is tough competition ahead for the company from its ma'or competitor in the ban&ing sectors. Aast but not the least % would li&e to than& H !" ban& for giving me an opportunity to wor& in the field of !inance 5 0ar&eting. % hope the company finds my analysis relevant.

0.A MILESTIONES IN THE HISTORY $AWARDS AND ACHIEVEMENTS) H !" ,an& began its operations in 166> with a simple missionG to be a E5" +d. ,+#11 Indi#n B#n6. (hey reali@ed that only a single$minded focus on product #uality and services excellence would help us get there. (oday, they are proud to say that they are well on our way towards that goal. %t is extremely gratifying that their efforts towards providing customer conveniences have been appreciated both nationally and inter$nationally.

0@/@

Euro money )rivate /) Be1' L",#+ B#n6 in Indi# $1e,"nd 2e# in # "5) 0) Be1' ,an&ing and Bealth P i3#'e B#n6in! Se 3i,e1 "3e #++ $("3ed u& % "( N". 0 +#1' 0anagement 2=1= !inancial %nsights Inn"3#'i"n in B #n,h O&e #'i"n1 . Se 3e C"n1"+id#'i"n %nnovation Awards P "Ne,' 2=1= .lobal !inance Be1' T #de Fin#n,e P "3ide in Indi# %" 0@/@ Award 2,an&ing (echnology /) Be1' Ri16 M#n#!e(en' Ini'i#'i3e #nd 0) Be1' U1e "% Bu1ine11 In'e++i!en,e. Awards 2==6 4)2%0* 0ar&eting 0nd P i;e %mpact Awards /40%A3 2=1= ,usiness (oday ,est Employer 4urvey Li1'ed in '"& /@ Be1' E(&+"2e 1 in 'he ,"un' 2 )oll 2e# )

0@@<

,usiness %ndia ,usinessman of the Mear Award for 2==6. ,usiness world ,est ,an& Awards 2==6 +utloo& 0oney 1 (N )rofit Awards 2==6 !orbes Asia .V %ndia's 0an of the Mear /,usiness3 F(% 0!$"1," (N19 !inancial Advisor Awards 2==6 Ball 4treet 2ournal survey of Asia's ,est 2== "ompanies 2==6 ,usiness 4tandard

M . Adi'2# Pu i7 MD7 HDFC B#n6

M"1' Te,h.1#332 B#n6 Be1' B#n6

F#4 >@ C"(&#nie1 in A1i# P#,i%i, M . Adi'2# Pu i7 MD7 HDFC B#n6 Be1' Pe %" (in! B#n6

P Ou B#n6 #("n! Indi#O1 /@ M"1' Ad(i ed C"(&#nie1 P R#'ed A d Be1' in 'e (1 "% Fin#n,i#+ Re&u'#'i"n M . Adi'2# Pu i7 MD7 HDFC B#n6 "u MD M . Adi'2#

,est ,an&er Award !e ,est ,an& Awards . Be1' Inn"3#'" "% 'he 2e# #5# d %" 2==6 Pu i . Se,"nd Be1' P i3#'e B#n6 in Indi# . Be1' in S' en!'h #nd S"undne11

A5# d

0@@G Be1' B#n6 #nd Be1' C#1h M#n#!e(en' B#n6

!inance Asia "ountry Awards for Achievement 2==9

"11$%,1 1asscom %( Fser Award 2==9 ,usiness %ndia !orbes Asia Asian ,an&er Excellence in *etail !inancial 4ervices Asia money

Indi#n "% 'he Ye# $Bu1ine11) Be1' IT Ad"&'i"n in 'he B#n6in! Se,'" Be1' B#n6 0@@G F#4 >@ ,"(&#nie1 in A1i# P#,i%i, Be1' Re'#i+ B#n6 0@@G

Be1' +",#+ C#1h M#n#!e(en' B#n6 A5# d 3"'ed 42 C" &" #'e Se,u i'2 S' #'e!i1' A5# d 0@@G F" "u'1'#ndin! ,"n' i4u'i"n '" in'e n#'i"n#+ ' #de 1e 3i,e1. One "% Indi#O1 DM"1' Inn"3#'i3e C"(&#nie1D

0icrosoft 5 %ndian Express .roup Borld (rade "enter Award of honour

,usiness (oday$0onitor .roup survey !inancial Express$Ernst 5 Moung Award .lobal H* Excellence Awards $ Asia )acific H*0 "ongressG ,usiness (oday

Be1' B#n6 A5# d in 'he P i3#'e Se,'" ,#'e!" 2 E(&+"2e B #nd "% 'he Ye# 0@@J .0@@GO A5# d . Fi 1' Runne u&7 9 (#n2 (" e Be1' B#n6 A5# d

SUGGESTIONS-.

!inally some recommendations for the company are as followsG$ (o ma&e people aware about the benefit of becoming H !" ,an&Hs 4ales executive, following activities of advertisement should be done through. 1. )rint 0edia 2. Hoarding 5 ,anners ?. 4talls in (rade !ares 7. istributing of leaflets containing details information

(he ban& should provide life time valid A(0 "ard to all its customers. 0inimum balance for saving account should be reduced from *s. >=== to *s. 1===, so that people who are not financial strong enough can maintain their account properly.

(he company should provide a pass boo& to all its customers. 0a&e people understand about the various benefits of its products. "ompany should organi@e the program in the society, so that people will be aware about the company and different products of the ban&.

"ompany should open more branches in different cities.

Re,"((end#'i"n1

1. (he ban& needs to ma&e people aware about there products and the basic benefits they can derive out of it. And also the differential features of its savings account as compared to other ban&s.:=C of the people did not even &now about the concept, benefits and features of its saving accounts.

2. (he ban& should also target small business unit for whom maintenance of the AV, is not a problem as this segment is not much penetrated.

?. (hough the ban& offers free doorstep ban&ing once a day this fact is also not &nown to many customers or they still do not trust this service what ever the reason the ban& can populari@e this service to gain an edge over nationali@ed ban&s and "o$operative ,an&s.

LIMITATIONS
Every wor& has its own limitation. Aimitations are extent to which the process should not exceed. Aimitations of the pro'ect areG$ 0indset of people may very depending upon their ages, gender, income etc. .etting appointment from the concern person was very difficult. )eople mind set about the survey was an obstacle in ac#uiring complete information 5 position interaction.

VFE44%+1A**E
S,hedu+e -. /1'

N#(e G$ YYYYYYYYYYYYYYYYYYYYYYYY

A!e-$ YYYYYYYYYYYYYYYYY

Add e11 G$ YYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY YYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY Ph. N". YYYYYYYYYYYYYYYYYYYYY S,hedu+e -. 0nd M"4. N". YYYYYYYYYYYYYYYYYYYY

B./ Bhat is your 0onthly (ransaction in your account K *2 34% ,2 234#3 B.0 o you have a 4aving Account ,. 1o .2 %423 D2 23 1 a!o"e

A. Mes

V ? Bhich !actors do you consider for opening a 4avings AccountK * Mini&u& !alance ,2 De!it ,ard .2 cash de$osit D2 5et .an6ing

V 7 Bhich mode of transaction do you avail of fre#uentlyK *2 Pay Order ,2 ,he7ue .2 DD D2 other

V.> Bhich types of transaction do you ma&e K *2 Intercity ,2 .oth V; *2 8es V : Mour annual household incomeK *2 (ess than 2 la6h ,2 %4 9 (a6h V9 Are you a member of a clubK *2 8es .2 5o .2 24 % (a6h D More than 9 (a6h oes your ban& assist you in case of any problemK . 5o .2 Out side ,ity

V.6 Bhat do you thin& about whether this industry is properly organi@ed or not K *2 8es .2 5o

V. 1= Bhat is your perception about different productLservices provided ,y H !" ,an&K *2 Aucrative .2 1ot Aucrative

". 1ot idea

V 113 o you want to open an account with H !" ,an&K A. Mes ,. 1o.

V 123 o you have all the documents which are re#uired to open an accountK A. Mes , 1o.

V 1? 3 Are you aware that the ban& provides you a free new 4aving Account with H !" ,an&K A. Mes ,. 1o.

mat Account if you open a

V 17 Are you aware of different terms and conditions which are very much essential to maintain an account at H !" ,an&K A. Mes V 1>3 ,. 1o.

o you &now about H !" ban&Hs recruitment policies related to sales executiveK A Mes ,. 1o.

V 1;3 1umber of year is you in 'aipurK A. Aess than five years B. More than five years

V1: Bhen the respondents were as&ed that please ran& the company services in terms of providing %**L!lat *ates, the following are the responses. A. Nery .ood " Avg. E Nery ,ad. , .ood . ,ad !. canHt 4ay

V. 19 Bhen the respondents were as&ed that please ran& the company according to the behavior towards customer by the person of financial institutions, the following are the responses. A. Nery .ood " Avg. E Nery ,ad. , .ood . ,ad !. canHt 4ay

V. 16 . Bhen the respondents were as&ed that H !" ,an& Atd. generally gave better service than other one then following responses are as follows G A. 4trongly agree ". 1either Agree nor disagree E. 4trongly isagree , Agree . es agree

V. 2=. Bhen the respondents were as&ed that what do you thin& about whether this industry is properly organi@ed or not then the responses are as follows G A. Mes ,. 1o.

BIBLIOGRAPHY

:othari; ,2R2 <Research Methodology= %th >dition; +iley?s Pu!lication; 5e@ Delhi 2333 Sengu$ta; Su!roto <.rand Positioning= 5e@ Delhi: Tata McAra@ Bill Secondary Infor&ation collected fro& @@@2Aoogle2co& 1 @@@2hdfc!an62co& 1 BD), .an6 (td2 Cai$ur2