A

PROJECT REPORT
ON
Study services of HDFC BANK for current account in Pune city
SUB!TED TO
!T SCHOO" OF ANA#EENT
BY
B!KASH #ORA!
P#DB
$%&&'(%&))*
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ACKNO+"ED#EENT
There is no better work without better effort & effort cant be better without proper guidance. I wish to
express my gratitude to all the people who proided factual information guidance & support.
I would like to thank Prof,#iris- ude for throughout the pro!ect. I wish to acknowledge those many
"eople feedback has enabled me to satisfactorily complete my summer training.
I would specially thank rs,Ka.a/i0a #u1ta branch manager# $%&' B()*# for being my pro!ect guide.
.
Bi0as- #orai
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E2ecutive su..ary
The peace of Indian banking industry has been tremendous change oer the past decade. Indias
banking sector has been one of the ery few to actually maintain resilience while continuing to
proide the growth opportunities .+ome of the ma!or issue of $%&' bank are as follows.
Et-ica/s
Banking is the professional sector. It follows the rules & regulation of ,esere bank of India .It does not works
out of the ethics & policy. %ue to these kinds of policy there are less no. frauds & 'orruptions inn these
sectors. 'hances of crime are also aoided Because of new policies of Indian banking organi-ations.
Audited
(ccording to Indian banking policy Bank is to be audited after eery . months...Through these audit
seniors are checking all internal accounts# /perations systems# 0obbing managements systems#
performance of the employee# and all the records of the transactions. In this way they are controlling
the employee of the branch & Internal systems.
Sa/es oriented
The pressure of sales is more on sales people. To increase the sales bank made 1 sales team ./ne
directly from branch & another is pure sales team. +ales are compulsory from operation people to
the manager of branch. The cluster head of the regions gie sales target to the authori-ers#
managers & personal bankers. Bank completes all the sales re2uirements through operations
peoples.
"o33y .ana4e.ent,
Bank distinguish the customer as band 1#band1#band.#band 3 & band4.Band 4 is the most
profitable customer of bank because did not come in the branch & also not west the bank time cost.
Band 1 is the time taking customer of bank .bank always aoids such types of customer. 0obby
management generally inoles 5enerating lead through walking customers.
Custo.er5s ty1es
They proide higher range of 2uality serices only to the profitable preferred customer. Their
targeted customer is only higher middle class & higher class people. $%&' is only 2uality
customer oriented not 2uantity customer oriented.
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!NDE6
Reno, C-a1ters Na.e Pa4e no,
1. I)T,/%6'TI/) 7
1 ,(TI/)(08 /& T$8 +T6%Y 11
.. I)%6+T,Y ",/&I08 1.
3. '/9"()Y ()% ",/%6'T ",/&I08 1:
4. 0IT8,(T6,8 ,8;I8< .1
=. /B>8'TI;8 ()% +'/"8 .4
7. ,8+8(,'$ 98T$/%/0/5Y .7
:. %(T( ()(0Y+I+#I)T8,",8T(TI/) & T(B60(TI/) .?
?. /B+8,;(TI/) & &I)%I)5+ =.
1@. '/)'06+I/)+ =4
11. +6558+TI/)+ & ,8'/998)%(TI/) =7
11. BIB0I/5,("$Y =?
1.. ())8A6,8 7@
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"ist of ta3/es
Reno, Na.e of t-e Ta3/e Pa4e no, of t-e
Ta3/e
1 +tructured of Indian banking industry :
1 'urrent account type 1.
. 'ustomer type 3.
3 'ustomer benefit regarding serices 33
4 ,ating of serice 34
= &und transfer 37
7 "ay order 3?
:
/nline banking
4@
?
)8&T B)ational 8lectronic &und TransferredC
41
1@ 'ustomer feedback regarding cash counter 41#4.
11 &eedback regarding personal banker 43
11 9aintain 2uarterly aerage balance 44#47
1. &eedback regarding oerall serices of $%&' 4?
13 To maintain the long term relation with $%&' bankD =1
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"ist of 4ra1-
Reno, Na.e of t-e 4ra1- Pa4e no, of t-e
4ra1-
) 'ustomer type 3.
% 'ustomer benefit regarding serices 33
7 +erice rating 89
8 &und transfer 8:
9 %emand draft 3:
; "ay order 3?
:
/nline banking
9&
<
)8&T B)ational 8lectronic &und TransferredC
9)
' 'ustomer feedback regarding cash counter 9%=97
)& &eedback regarding personal banker 98
)) 9aintain 2uarterly aerage balance 99=9:
)% &eedback regarding oerall serices of $%&' 9'
)7 To maintain the long term relation with $%&' bankD ;)
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Introduction
&
,ationaleE"reambles
of the study
C-a1ters )
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)* !ntroduction of sector
),)* Structured of !ndian 3an0in4 industry
Reserve 3an0 of !ndia(
It is the central banking system of India and controls the monetary policy of the rupee as well as
6+F of currency reseres. The institution was established on 1 (pril 1?.4 during the BritishG,a! in
accordance with the proisions of the ,esere Bank of India (ct# 1?.3 and plays an important part in
the deelopment strategy of the goernment
a* ain Functions
onetary Aut-ority
The ,esere Bank of India is the main monetary authority of the country and beside that the central bank
acts as the bank of the national and state goernments. It formulates implements and monitors the monetary
policy as well as it has to ensure an ade2uate flow of credit to productie sectors. /b!ecties are maintaining
price stability and ensuring ade2uate flow of credit to productie sectors. The national economy depends on
the public sector and the central bank promotes an expensie monetary policy to push the priate sector
since the financial market reforms of the 1??@s.
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The institution is also the regulator and superisor of the financial system and prescribes broad
parameters of banking operations within which the countryHs banking and financial system functions.
/b!ecties are to maintain public confidence in the system# protect depositorsH interest and proide
costGeffectie banking serices to the public. The Banking /mbudsman +cheme has been
formulated by the ,esere Bank of India B,BIC for effectie redressed of complaints by bank
customers. The ,BI controls the monetary supplyI monitors economic indicators like the gross
domestic product and has decide the design of the rupee banknotes as well as coins.
ana4er of e2c-an4e contro/
The central bank manages to reach the goals of the &oreign 8xchange 9anagement (ct# 1???.
/b!ectie is to facilitate external trade and payment and promote orderly deelopment and
maintenance of foreign exchange market in India.
!ssuer of currency
The bank issues and exchanges or destroys currency and coins not fit for circulation. The /b!ecties are
giing the public ade2uate supply of currency of good 2uality and to proide loans to commercial banks
to maintain or improe the 5%". The basic ob!ecties of ,BI are to issue bank notes# to maintain the
currency and credit system of the country to utili-e it in its best adantage# and to maintain the reseres.
,BI maintains the economic structure of the country so that it can achiee the ob!ectie of price stability
as well as economic deelopment# because both ob!ecties are dierse in themseles.
Deve/o1.enta/ ro/e
The central bank has to perform a wide range of promotional functions to support national
ob!ecties and industries. The ,BI faces a lot of interGsectorial and local inflationGrelated problems.
+ome of these problems are results of the dominant part of the public sector.
3* Re/ated functions
The ,BI is also a banker to the 5oernment and performs merchant banking function for the central and the state
goernments. It also acts as their banker. The )ational $ousing Bank B)$BC was established in 1?:: to promote
priate real estate ac2uisition. The institution maintains banking accounts of all scheduled banks# too.
There is now an international consensus about the need to focus the tasks of a central bank upon
central banking. ,BI is far out of touch with such a principle# owing to the sprawling mandate
described aboe. The recent financial turmoil worldGoer# has howeer# indicated the ,esere
BankHs role in maintaining financial stability in India.
Sc-edu/ed 3an0G
+cheduled Banks in India constitute those banks which hae been included in the +econd +chedule
of ,esere Bank of India B,BIC (ct# 1?.3. ,BI in turn includes only those banks in this schedule
which satisfy the criteria laid down ide section 31 B=C BaC of the (ct.
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The banks included in this schedule list should fulfill two conditions.
1. The paid capital and collected funds of bank should not be less than ,s. 4 lac.
2. (ny actiity of the bank will not adersely affect the interests of depositors.
8ery +cheduled bank en!oys the following facilities.
1. +uch bank becomes eligible for debtsEloans on bank rate from the ,BI
2. +uch bank automatically ac2uires the membership of clearing house.
T-e fo//o>in4 are t-e Sc-edu/ed Ban0s in !ndia $Pu3/ic Sector*?
1 +tate Bank of India
2 +tate Bank of Bikaner and >aipur
3 +tate Bank of $yderabad
4 +tate Bank of Indore
5 +tate Bank of 9ysore
6 +tate Bank of +aurashtra
7 +tate Bank of Traancore
8 (ndhra Bank
9 (llahabad Bank
10 Bank of Baroda
11 Bank of India
12 Bank of 9aharashtra
13 'anara Bank
14 'entral Bank of India
15 'orporation Bank
16 %ena Bank
17 Indian /erseas Bank
18 Indian Bank
19 /riental Bank of 'ommerce
20 "un!ab )ational Bank
21 "un!ab and +ind Bank
22 +yndicate Bank
23 6nion Bank of India
24 6nited Bank of India
25 6'/ Bank
26 ;i!aya Bank
T-e fo//o>in4 are t-e Sc-edu/ed Ban0s in !ndia $Private Sector*?
1 I)5 ;ysa Bank 0td
2 (xis Bank 0td
3 Indusland Bank 0td
4 I'I'I Bank 0td
5 +outh Indian Bank
6 $%&' Bank 0td
7 'enturion Bank 0td
8 Bank of "un!ab 0td
9 I%BI Bank 0td
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T-e fo//o>in4 are t-e Sc-edu/ed Forei4n Ban0s in !ndia?
1 (merican 8xpress Bank 0td.
2 ()J 5ridlays Bank "lc.
3 Bank of (merica )T & +(
4 Bank of Tokyo 0td.
5 Ban2uc )ationale de "aris
6 Barclays Bank "lc
7 'iti Bank ).'.
8 %eutsche Bank (.5.
9 $ongkong and +hanghai Banking 'orporation
10 +tandard 'hartered Bank.
11 The 'hase 9anhattan Bank 0td.
12 %resdner Bank (5
Coo1erative 3an0
is retail and commercial banking organi-ed on a cooperatie basis. 'ooperatie banking
institutions take deposits and lend money in most parts of the world.
'ooperatie banking Bfor the purposes of this articleC# includes retail banking# as carried out by credit unions#
mutual saings and loan associations# building societies and cooperaties# as well as commercial banking
serices proided by mutual organi-ations Bsuch as cooperatie federationsC to cooperatie businesses.
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Rationa/e of t-e study
The study of Kserices of banking for current account in pune city is itally important as it focused
on the strong relation worthiness of account holders with the bank. It also simultaneously
reduces band 1 types of customersBless usefulC from the bank through alue build up.
'urrent account alue build up inoled not only to make motiate the customers to make transaction in
the bank but a it also inoled opening of new accounts# closing of @ balance operating & Gie balance
operating customers .in this create the network of such types customers who are doing high range of
transaction or keeping the maximum balance in the bank for long time. The bench mark is to be decided
@f :@L of total customers for actiation .means :@L customers must be actie .they are doing the
transaction = times in the months. It is also the actiity of alue build up to increase no. of transaction in
the branch B more than = times or = times in a monthsCThere are separate records are to be maintain of
such types customers. They are to be called time to time according to the need# by the bank.
The pro!ects aims at more details study of serice for the current account which is the bread &
butter of the bank & also assist in the financial issue of the bank
The research seeks to understand the huge contribution of corporate sectors such as steel#
!ewellery# agriculture# serice sectors for the contribution of current account of the bank.
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IndustryE +ector
"rofile
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C-a1ter %
%* An overvie> of 3an0in4 services
The Banking sector in India has always been one of the most preferred aenues of employment. In
the current decade# this has emerged as a resurgent sector in the Indian economy. (s per the
9c*insey report KIndia Banking 1@1@# the banking sector index has grown at a compounded annual
rate of oer 41 per cent since the year 1@@1# as compared to a 17 per cent growth in the market
index during the same period. It is pro!ected that the sector has the potential to account for oer 7.7
per cent of 5%" with oer ,s.7#4@@ billion in market cap# and to proide oer 1.4 million !obs.
Today# banks hae diersified their actiities and are getting into new products and serices that
include opportunities in credit cards# consumer finance# wealth management# life and general
insurance# inestment banking# mutual funds# pension fund regulation# stock broking serices#
custodian serices# priate e2uity# etc. &urther# most of the leading Indian banks are going global#
setting up offices in foreign countries# by themseles or through their subsidiaries.
The banking system in India is significantly different from that of other (sian nations because of the countrys
uni2ue geographic# social# and economic characteristics. India has a large population and land si-e# a dierse
culture# and extreme disparities in income# which are marked among its regions. The countrys economic
policy framework combines socialistic and capitalistic features with a heay bias towards public sector
inestment. India has followed the path of growthGled exports rather than the Mexported growthN of other (sian
economies# with emphasis on selfGreliance through import substitution. These features are reflected in the
structure# si-e# and diersity of the countrys banking and financial sector. The banking system has had to
sere the goals of economic policies enunciated in successie fie year deelopment plans# particularly
concerning e2uitable income distribution# balanced regional economic growth# and the reduction and
elimination of priate sector monopolies in trade and industry and banking actiities in the deeloped
commercial centers Bi.e.# metro# urban# and a limited number of semiGurban centersC.
The Indian banking system is financially stable and resilient to the shocks that may arise due to higher
nonGperforming assets B)"(sC and the global economic crisis# according to a stress test done by the
,esere Bank of India B,BIC. +ignificantly# the ,BI has the tenth largest gold reseres in the world after
spending 6+F =.7 billion towards the purchase of 1@@ metric tonnes of gold from the International
9onetary &und BI9&C in )oember 1@@?. The purchase has increased the countryHs share of gold
holdings in its foreign exchange reseres from approximately 3 per cent to about = per cent.
In the annual international ranking conducted by 6*Gbased Brand &inance "lc# 1@ Indian banks hae been included
in the Brand &inanceO 5lobal Banking 4@@. In fact# the +tate Bank of India B+BIC has become the first Indian bank
to be ranked among the Top 4@ banks in the world# capturing the .=th rank# as per the Brand &inance study. The
brand alue of +BI increased from 6+F 1.4 billion in 1@@? to 6+F 3.= billion in 1@1@. I'I'I Bank also made it to the
Top 1@@ list with a brand alue of 6+F 1.1 billion. (ccording to ,BIHs HPuarterly +tatistics on %eposits and 'redit of
+cheduled 'ommercial BanksQ +eptember 1@@?H# nationalised banks# as a group# accounted for 4@.4 per cent of the
aggregate deposits# while +tate Bank of India B+BIC and its associates accounted for 1..: per cent. The share of
other scheduled commercial banks# foreign banks and regional rural banks in aggregate deposits were 17.: per
cent# 4.= per cent and ..@ per cent# respectiely.<ith respect to gross bank credit also# nationalised banks hold the
highest share of 4@.4 per cent in the total bank credit# with +BI and its associates at 1..7 per cent and other
scheduled commercial banks at 17.: per cent. &oreign banks and regional rural banks had a share of 4.4 per cent
and 1.4 per cent respectiely in the total bank credit.
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%,)*a@or Deve/o1.ents
The 9onetary (uthority of +ingapore B9(+C has proided 2ualified full banking BP&BC priileges to
I'I'I Bank for its branch operations in +ingapore. 'urrently# only +BI had P&B priileges in
country.The Indian operations of +tandard 'hartered reported a profit of aboe 6+F 1 billion for the
first time. The bank posted a profit before tax B"(TC of 6+F 1.@= billion in the calendar year 1@@?# as
compared to 6+F :?1 million in 1@@:."un!ab )ational Bank B")BC plans to expand its international
operations by foraying into Indonesia and +outh (frica. The bank is also planning to increase its
share in the international business operations to 7 per cent in the next three years. The +tate Bank
of India B+BIC has posted a net profit of 6+F 1.4= billion for the nine months ended %ecember 1@@?#
up 13.3. per cent from 6+F 174.3 million posted in the nine months ended %ecember 1@@:.
%,%*History of t-e 3an0in4 sectors
Banking in India originated in the last decades of the 1:th century. The first banks were The 5eneral
Bank of India which started in 17:=# and the Bank of $industan# both of which are now defunct. The
oldest bank in existence in India is the +tate Bank of India# which originated in the Bank of 'alcutta in
>une 1:@=# which almost immediately became the Bank of Bengal. This was one of the three presidency
banks# the other two being the Bank of Bombay and the Bank of 9adras# all three of which were
established under charters from the British 8ast India 'ompany. &or many years the "residency banks
acted as 2uasiGcentral banks# as did their successors. The three banks merged in 1?11 to form the
Imperial Bank of India# which# upon IndiaHs independence# became the +tate Bank of India.
Indian merchants in 'alcutta established the 6nion Bank in 1:.?# but it failed in 1:3: as a conse2uence
of the economic crisis of 1:3:G3?. The (llahabad Bank# established in 1:=4 and still functioning today# is
the oldest >oint +tock bank in India.BJoint Stoc0 Ban0Q ( company that issues stock and re2uires
shareholders to be held liable for the companyHs debtC It was not the first though. That honor belongs to
the Bank of 6pper India# which was established in 1:=.# and which suried until 1?1.# when it failed#
with some of its assets and liabilities being transferred to the (lliance Bank of +imla.
<hen the (merican 'iil <ar stopped the supply of cotton to 0ancashire from the 'onfederate +tates#
promoters opened banks to finance trading in Indian cotton. <ith large exposure to speculatie
entures# most of the banks opened in India during that period failed. The depositors lost money and
lost interest in keeping deposits with banks. +ubse2uently# banking in India remained the exclusie
domain of 8uropeans for next seeral decades until the beginning of the 1@th century.
%,7* a@or 1/ayers in t-e 3an0in4 sectors
In India banking sectors is to be boomed because of few players .Top ten amongst them are +tate
Bank of India $%&' bank #'itibank I'I'I Bank# "un!ab )ational bank# 6TI Bank# $ongkong &
+hanghai Banking 'orp.# *otak 9ahindra Bank# +undaram Bank# /riental Bank of 'ommerce.
These players are to be percipients of the huge financial contributors.
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%,8* #overn.ent su11ort A 1o/icy of RB!
Bank is to be controlled by the KBankers bank ,esere bank of India. ,esere bank frame the #
policy make the rules & regulations which are to be applied on all the bank of India including
commercial bank# priate sectors# public sectors#etc
,BI is the banker to banks. The relationship is established once the name of a bank is included in
the +econd +chedule to the ,esere Bank of India (ct# 1?.3.+uch bank# called a scheduled bank#
is entitled to facilities of refinance from ,BI sub!ect to fulfillment
of the following conditions laid down in +ection 31 B=C of the (ct# as follows it must hae paidGup capital
and reseres of an aggregate alue of not less than an amount specified from time to timeI and it must
satisfy ,BI that its affairs are not being conducted in a manner detrimental to the interests of its
depositors. The classification of commercial banks into scheduled and nonscheduled categories that
was introduced at the time of establishment of ,BI in 1?.4 has been extended during the last two or
three decades to include state cooperatie banks# primary urban cooperatie banks.
,BI is authori-ed to exclude the name of any bank from the +econd +chedule if the bank# haing been gien
suitable opportunity to increase the alue of paidGup capital and improe deficiencies# goes into li2uidation or
ceases to carry on banking actiities. ( system of local area banks announced by the 5oernment in power
until 1??7 has not yet taken root. ,BI has gien in principle clearance to fie applicants.
+peciali-ed deelopment financial institutions B%&IsC were established to resole market failures in
deeloping economies and shortage of longGterm inestments. In 1?44# Industrial 'redit and Inestment
'orporation of India BI'I'IC was set up in the priate sector with foreign e2uity participation This was
followed in 1?=3 by Industrial %eelopment Bank of India BI%BIC set up as a subsidiary of ,BI. The same
year saw the founding of the first mutual fund in the country# the 6nit Trust of India B6TIC.
The three institutions that dominate the termGlending market in proiding financial assistance to the
corporate sector are I%BI# I&'I# and I'I'I. The 5oernment owns insurance companies# including 0ife
Insurance 'orporation of India B0I'C and 5eneral Insurance 'orporation B5I'C. +ubsidiaries of 5I' also
proide substantial e2uity and loan assistance to the industrial sector# while 6TI# though a mutual fund#
conducts similar operations. ,BI also set up in (pril 1?:: the %iscount and &inance $ouse of India 0td.
The economic reforms undertaken I the last 14 years hae brought about a considerable improement in the
healths of banking sector in India .the banking sector is ery important in India .The sector has made a marked
improement in the liberali-ation period. There has been extraordinary in the financially healths of commercial bank
with respect to capital ade2uacy# profitability# asset 2uality & risk management .deregulation has opened new door
for banks to increase reenue by entering in to banking #inestments #depositories serices .
The limits for &%I in priate bank has been increased from 3? Lto 73L.In addition the limits for foreign
inestments in priate sector is 3? L.0iberali-ations & globali-ations hae created a more challenging in
the banking sector as well as in the other segments of the financial sector such as #mutual funds #capital
markets# entures capitals. )ow the new challenges faced by the sector would be gaining profitability#
reinforcing# maintaining global standards# corporate goernance# sharpening skills# risk management.
'ommercial banks are coming up with more and more acancies# and the banking sector now has more new
!obs than any other sector. ,ight from the branch leel to the highest leel# there is tremendous range of
opportunities aailable in the sector. >obs in this sector can be both rewarding and en!oyable# as you get
1 1
opportunities to learn about business# interact with people and build up clientele. The same is the
case with insurance# as it is the fastest growing industry under the financial sector. Both goernment
and priate players are currently offering a plenty of !obs in this sector. +o# this is great news for you
if you are thinking to go into the banking & insurance streams.
%,9* !.1ortance of t-e 3an0in4 services
Indian banking regulatory act 1?3? defines bank Ma company which transacted the business of banking
Banking sectors belongs to the totally serice oriented sectors. There isnt any physical product existence in
it .Bank is also giing different types of serices to their customers. +ome are /nline banking # ,T5+ Breal
time gross settlementC# "ay /rder# 'he2ue book# %%# )8&T Bnational electronic fund transferC#
%iscounting of bills. <ith the help of plastic money B(T9 cum debit card# 'redit card & &orex cardC
& card serice proider Bank make it easy to use money at all oer the world.
The Importance of the KBanking serice& Kalue build up
%,9,)* Ban0 1oint of vie>,
1C Bank belongs to the serice sectors .Its primary functions is to proide serices to the
customers. By proiding maximum serices to the customers bank is earning the maximum
reenue because customers is purchasing that serices from bank & bank is selling it at profit.
1C ;alue Build up is important for bank because bank wants to gie maximum serices to such a
customers who are really aluable for the bank & also wants to aoid such types of customers who
are not useful for the bank. ;alue build up is done to motiate the customers to make the heay
transactions in the bank. 6nless & until bank has enough money to operate bank cant function well.
$ence alue build up is important for banking industry.
%,9,%* Custo.ers 1oint of vie>
1) %ue to heay load of business transaction eery business man or employee cant do all the
transactions in cash .In this case he needs the great support of any financial institute
$e generally needs it for the following purpose
2) To deposited the money
3) To use the money at any time
4) To earn the financial support
5) To earn the heay rates of return.
6) To reduce the risk of money
7) To receie the high range & satisfactory serice.
8) To match the expected serices &(ctual receied serices.
$ence banking serices is important for customers
1C ;alue Build up is important for customers because with the heay transaction he is continuously
receiing ery good financial offers from the bank .9eans shortly bank is ready to help financially to
such types of customers if he has enough fund in his accounts & actiely operate the accountB=
times in a month# according to the rule of ,BIC .
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Co.1any
A
Product 1rofi/e
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C-a1ters 7
7* Co.1any A 1roduct 1rofi/e
7,)* HDFC 3an0 Profi/e
The $ousing %eelopment &inance 'orporation 0imited B$%&'C was amongst the first to receie an
Hin principleH approal from the ,esere Bank of India B,BIC to set up a bank in the priate sector# as
part of the ,BIHs liberali-ation of the Indian Banking Industry in 1??3. The bank was incorporated in
(ugust 1??3 in the name of H$%&' Bank 0imitedH# with its registered office in 9umbai# India. $%&'
Bank commenced operations as a +cheduled 'ommercial Bank in >anuary 1??4
7,%*Business focus
$%&' BankHs mission is to be a <orldG'lass Indian Bank. The ob!ectie is to build sound customer
franchises across distinct businesses so as to be the preferred proider of banking serices for target retail
and wholesale customer segments# and to achiee healthy growth in profitability# consistent with the bankHs
risk appetite. The bank is committed to maintain the highest leel of ethical standards# professional integrity#
corporate goernance and regulatory compliance. $%&' BankHs business philosophy is based on four core
alues G /perational 8xcellence# 'ustomer &ocus# "roduct 0eadership and "eople.
7,7*Ca1ita/ structure
(s on .@th >une# 1@1@ the authori-ed share capital of the Bank is ,s. 44@ crore. The paidGup capital as
on said date is ,s. 34?#=?#@7#@.@EG B34#?=#?@#7@. e2uity shares of ,s. 1@EG eachC. The $%&' 5roup
holds 1..=. L of the BankHs e2uity and about 17.@4 L of the e2uity is held by the (%+ %epository Bin
respect of the bankHs (merican %epository +hares B(%+C IssueC. 17.34L of the e2uity is held by &oreign
Institutional Inestors B&IIsC and the Bank has about 3#..#@7: shareholders.
The shares are listed on the Bombay +tock 8xchange 0imited and The )ational +tock 8xchange of
India 0imited. The BankHs (merican %epository +hares B(%+C are listed on the )ew York +tock
8xchange B)Y+8C under the symbol H$%BH and the BankHs 5lobal %epository ,eceipts B5%,sC are
listed on 0uxembourg +tock 8xchange under I+I) )o 6+3@314&1@@1
7,8*Distri3ution net>or0
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1
$%&' Bank is head2uartered in 9umbai. The Bank at present has an eniable network of 1#714
branches spread in 7:@ cities across India.(ll branches are linked on an online realGtime basis.
'ustomers in oer 4@@ locations are also sericed through Telephone Banking. The BankHs expansion
plans take into account the need to hae a presence in all ma!or industrial and commercial centres
where its corporate customers are located as well as the need to build a strong retail customer base for
both deposits and loan products. Being a clearingEsettlement bank to arious leading stock exchanges#
the Bank has branches in the centres where the )+8EB+8 hae a strong and actie member base.
The Bank also has 3#.?. networked (T9s across these cities. 9oreoer# $%&' BankHs (T9
network can be accessed by all domestic and international ;isaE9aster'ard# ;isa 8lectronE9aestro#
"lusE'irrus and (merican 8xpress 'reditE'harge cardholders.
..4CTec-no/o4y
$%&' Bank operates in a highly automated enironment in terms of information technology and
communication systems. (ll the bankHs branches hae online connectiity# which enables the bank to offer
speedy funds transfer facilities to its customers. 9ultiGbranch access is also proided to retail customers
through the branch network and (utomated Teller 9achines B(T9sC. The Bank has made substantial efforts
and inestments in ac2uiring the best technology aailable internationally# to build the infrastructure for a world
class bank. The BankHs business is supported by scalable and robust systems which ensure that our clients
always get the finest serices we offer. The Bank has prioriti-ed its engagement in technology and the internet
as one of its key goals and has already made significant progress in webGenabling its core businesses. In each
of its businesses# the Bank has succeeded in leeraging its market position# expertise and technology to
create a competitie adantage and build market share
7,;*Business focus
7,;,)*+-o/esa/e Ban0in4 Services
The BankHs target market ranges from large# blueGchip manufacturing companies in the Indian corporate to
small & midGsi-ed corporate and agriGbased businesses. &or these customers# the Bank proides a wide
range of commercial and transactional banking serices# including working capital finance# trade serices#
transactional serices# cash management# etc. The bank is also a leading proider of structured solutions#
which combine cash management serices with endor and distributor finance for facilitating superior supply
chain management for its corporate customers. Based on its superior product deliery E serice leels and
strong customer orientation# the Bank has made significant inroads into the banking consortia of a number of
leading Indian corporate including multinationals# companies from the domestic business houses and prime
public sector companies. It is recogni-ed as a leading proider of cash management and transactional
banking solutions to corporate customers# mutual funds# stock exchange members and banks
.
7,;,%*Retai/ Ban0in4 Services
The ob!ectie of the ,etail Bank is to proide its target market customers a full range of financial products and
banking serices# giing the customer a oneGstop window for all hisEher banking re2uirements. The products
1 1
are backed by worldGclass serice and deliered to customers through the growing branch network# as well
as through alternatie deliery channels like (T9s# "hone Banking# )et Banking and 9obile Banking.
The $%&' Bank "referred program for high net worth indiiduals# the $%&' Bank "lus and the Inestment
(disory +erices programs hae been designed keeping in mind needs of customers who seek distinct
financial solutions# information and adice on arious inestment aenues. The Bank also has a wide array
of retail loan products including (uto 0oans# 0oans against marketable securities# "ersonal 0oans and
0oans for TwoGwheelers. It is also a leading proider of %epository "articipant B%"C serices for retail
customers# proiding customers the facility to hold their inestments in electronic form.
$%&' Bank was the first bank in India to launch an International %ebit 'ard in association with ;I+(
B;I+( 8lectronC and issues the 9aster card 9aestro debit card as well. The Bank launched its credit
card business in late 1@@1. By 9arch 1@1@# the bank had a total card base Bdebit and credit cardsC of
oer 13 million. The Bank is also one of the leading players in the Mmerchant ac2uiringN business with
oer ?@#@@@ "ointGofGsale B"/+C terminals for debit E credit cards acceptance at merchant
establishments. The Bank is well positioned as a leader in arious net based B1' opportunities
including a wide range of internet banking serices for &ixed %eposits# 0oans# Bill "ayments# etc.
7,:*Credit Ratin4
The Bank has its deposit programs rated by two rating agencies G 'redit (nalysis & ,esearch
0imited B'(,8C and &itch ,atings India "riate 0imited. The BankHs &ixed %eposit programmed has
been rated H'(,8 ((( B&%CH RTriple (S by '(,8# which represents instruments considered to be Kof
the best 2uality# carrying negligible inestment risk. '(,8 has also rated the bankHs 'ertificate of
%eposit B'%C programmed K", 1T which represents Ksuperior capacity for repayment of short term
promissory obligations. &itch ,atings India "t. 0td. B1@@L subsidiary of &itch Inc.C has assigned
the K((( B ind C rating to the BankHs deposit programmed# with the outlook on the rating as Kstable.
This rating indicates Khighest credit 2uality where protection factors are ery high
The Bank also has its long term unsecured# subordinated BTier IIC Bonds rated by '(,8 and &itch
,atings India "riate 0imited and its Tier I perpetual Bonds and 6pper Tier II Bonds rated by '(,8
and ',I+I0 0td. '(,8 has assigned the rating of K'(,8 ((( for the subordinated Tier II Bonds
while &itch ,atings India "t. 0td. has assigned the rating K((( BindC with the outlook on the rating as
Kstable. '(,8 has also assigned K'(,8 ((( RTriple (S for the Banks "erpetual bond and 6pper Tier
II bond issues. ',I+I0 has assigned the rating K((( E +table for the BankHs "erpetual %ebt
programme and 6pper Tier II Bond issue. In each of the cases referred to aboe# the ratings
awarded were the highest assigned by the rating agency for those instruments.
7,<*Cor1orate #overnance Ratin4
The bank was one of the first four companies# which sub!ected itself to a 'orporate 5oernance and ;alue
'reation B5;'C rating by the rating agency# The 'redit ,ating Information +erices of India 0imited B',I+I0C.
The rating proides an independent assessment of an entityHs current performance and an expectation on its
Kbalanced alue creation and corporate goernance practices in future. The bank has been assigned a
H',I+I0 5;' 0eel 1H rating which indicates that the bankHs capability with respect to wealth creation for all its
stakeholders while adopting sound corporate goernance practices is the highest.
1
1
$%&' Bank has its deposit programmes rated by two rating agencies G 'redit (nalysis &
,esearch 0imited. B'(,8C and &itch ,atings India "riate 0imited. The bankHs &ixed
%eposit programme has been rated H'(,8 ((( B&%CH RTriple (S by '(,8# which represents
instruments considered to be Kof the best 2uality# carrying negligible inestment risk.
'(,8 has also rated the bankHs 'ertificate of %eposit B'%C programme K", 1TU which
represents Ksuperior capacity for repayment of short term promissory obligations. &itch
,atings India "t. 0td. B1@@L subsidiary of &itch Inc.C has assigned the Kt ((( B ind C rating to
the bankHs deposit programme# with the outlook on the rating as UstableU. This rating indicates
Khighest credit 2uality where Kprotection factors are ery high.
$%&' Bank also has its long term unsecured# subordinated BTier IIC Bonds of ,s.3 billion
rated by '(,8 and &itch ,atings India "riate 0imited. '(,8 has assigned the rating of
K'(,8 ((( for the Tier II Bonds while &itch ,atings India "t. 0td. has assigned the rating.
K((( B ind C with the outlook on the rating as Kstable. In each of the cases referred to aboe#
the ratings awarded were the highest assigned by the rating agency for those instruments.
7,'* Co.1any 1rofi/e
There are many product of $%&' bank such as saing accounts# current account# fixed deposited#
recurring deposited# demat account# safe deposited# loans# credit card# debit card# prepaid card#
inestment & insurance etc.But the research is totally focused on current account .which is used for
the purpose of business transaction . $%&' bank is proiding total 1@ types of current account.
1
1
.
1

1
7,',)* P/us current account
In todayHs fastGpaced world# business regularly re2uires to receie and send funds to arious cities in the
country. $%&' Bank "lus 'urrent (ccount gies the power of interGcity banking with a single account and
access to more than 7:@ cities. &rom special che2ues that get treated at par with local ones in any city
where we hae a branch# faster collection of outstation che2ues Bpayable at branch locationsC# free
account to account funds transfer between $%&' Bank accounts to &ree interGcity clearing of up to 1@@
lakhs per month# our priority serices hae become the benchmark for banking efficiency. "lus 'urrent
(ccount re2uires you to maintain an aerage 2uarterly balance of ,s. 1@@#@@@.
Faci/ity 4iven 3y t-e 1/us current account to t-e custo.ers
1C 'ustomers are getting the free account to account fund transferred between $%&' bank.
1C 'ustomers are getting free payments & collection through ,T5+.
.C 'ustomers are getting free payments & collection through )8&T.
3C 'ustomers are getting 4@ free %% from $%&' bank per months.
4C 'ustomers are getting 4@ free pay orders from $%&' bank per months.
=C 'ustomers are getting conenience to withdraw & deposit cash at all $%&' branches.
7C 'ustomers are getting the free #.@@ at par che2ue book .
:C 'ustomers are getting the insta alerts at mobile of their accounts status & (T9s.
?C 'ustomers are getting cash pick up & che2ue pick up facility.
1@C 'ustomers are getting free phone banking net banking.
7,',%* Trade current account
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In todayHs changing business re2uirements# 'ustomers need to transfer funds across cities and time is of
the essence. $%&' Bank Trade 'urrent (ccount gies the power of interGcity banking with a single
account. &rom special che2ues that get treated at par with local ones in any city where we hae a branch#
to free account to account funds transfer between $%&' Bank accounts# to free interGcity clearing of up to
4@ lakhs per month# our priority serices hae become the benchmark for banking efficiency. Trade
'urrent (ccount re2uires you to maintain an aerage 2uarterly balance of ,s. 3@#@@@.
Faci/ity 4iven 3y t-e Trade current account to t-e custo.ers
1C 'ustomers are getting the free account to account fund transferred between $%&' bank.
1C 'ustomers are getting free payments & collection through ,T5+
.C 'ustomers are getting .@ free %% from $%&' bank per months.
3C 'ustomers are getting .@ free pay orders from $%&' bank per months.
4C 'ustomers are getting conenience to withdraw & deposits cash at all $%&' branches
=C 'ustomers are getting the free #1@@ at par che2ue book .
7C 'ustomers are getting the insta alerts at mobile of their accounts status & (T9s
:C 'ustomers are getting cash pick up & che2ue pick up facility.
?C 'ustomers are getting free phone banking net banking.
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7,',7* Pre.ier current account
'ustomers can aail benefits of interGcity banking account with "remium 'urrent (ccount# that
re2uires an aerage 2uarterly balance of only ,s. 14#@@@# offers "ayableG(tG"ar che2ue book
facility & &,88 interGcity clearing transactions across our network up to ,s.14 0acs per month. (
'urrent (ccount with the benefits of accessing your account from a large network of branches#
and through direct access channels G the phone# mobile# Internet and through the (T9.
Faci/ity 4iven 3y t-e Pre.ier current account to t-e custo.ers
1C 'ustomers are getting the free account to account fund transferred between $%&' bank.
1C 'ustomers are getting free payments & collection through ,T5+
.C 'ustomers are getting free payments & collection through )8&T
3C 'ustomers are getting unlimited free %% from $%&' bank per months aboe ,s 1#@@#@@@
4C 'ustomers are getting unlimited free pay orders from $%&' bank per months aboe ,s 1#@@#@@@
=C 'ustomers are getting conenience to withdraw & deposite cash at all $%&' branches
7C 'ustomers are getting the free #1@@ at par che2ue book .
:C 'ustomers are getting the insta alerts at mobile of their accounts status & (T9s
?C 'ustomers are getting cash pick up & che2ue pick up facility.
1@C 'ustomers are getting free phone banking net banking.
7,',8* Re4u/ar current account
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( 'urrent account is ideal for carrying out dayGtoGday business transactions. <ith the $%&' Bank
,egular 'urrent (ccount# customers can access account anytime# anywhere# pay using payable at
par che2ues or deposit che2ue at any $%&' bank branch. It also facilitates &,88 )8&T
transactions & &,88 ,T5+ collections for faster collections in your account. ,egular 'urrent
(ccount re2uires you to maintain an aerage 2uarterly balance of only ,s. 1@#@@@.
Faci/ity 4iven 3y t-e Re4u/ar current account to t-e custo.ers
1C 'ustomers are getting the free account to account fund transferred between $%&' bank.
1C 'ustomers are getting free collection through ,T5+
.C 'ustomers are getting unlimited free %% from $%&' bank per months aboe ,s 1#@@#@@@
3C 'ustomers are getting unlimited free pay orders from $%&' bank per months aboe ,s 1#@@#@@@
4C 'ustomers are getting conenience to withdraw & deposit cash at all $%&' branches
=C 'ustomers are getting the at par che2ue book .
7C 'ustomers are getting the insta alerts at mobile of their accounts status & (T9s
:C 'ustomers are getting cash pick up & che2ue pick up facility.
?C 'ustomers are getting free phone banking net banking.
7,',9* RFC do.estic account
This account is useful when customers has to manage foreign currency efficiently. customers can
choose to set up account either in 6+ %ollar# 5reat Britain "ound or 8uro To accumulated foreign
currency from traelling abroad fre2uently# ,eceied gifts from relaties in foreign currency# earned it
by any other means as approed by the ,esere Bank of India
7,',;* F/e2i current account
$%&' Bank &lexi 'urrent (ccount is the answer to changing banking needs during peak seasons. <ith $%&'
Bank &lexi 'urrent (ccount 'ash %eposit and (nywhere Transaction limits are a multiple of the balance you
1 1
maintain in 'urrent (ccount. +o# during peak seasons# get the benefit of higher transaction limits due to the
higher aerage balances maintained in your account. <hats more# during lean seasons# need not bother
about maintaining huge balances to en!oy high transaction limits# which you anyway may not need. &lexi
'urrent (ccount re2uires you to maintain a minimum (erage 9onthly Balance B(9BC of !ust ,s. 74#@@@.
Faci/ity 4iven 3y t-e F/e2i current account to t-e custo.ers
1) Intercity "ayments# 'ollections & &unds Transfer as well as 'ash %eposit at home location
branches based on the (9B maintained.
2) They are getting free ,eal Time 5ross +ettlement B,T5+C aailable across 1.#@@@ Bank
Branches & payments and collections through ,T5+ are completely free.
3) They can at @ cost #9ake and receie remittances to & from endors & customers across 1@#@@@ T Bank
Branches of more than 4@ Banks through )et Banking using Nationa/ E/ectronic Fund Transfer $NEFT*.
4) They are getting free &ree# 3@ %emand %rafts & &ree 3@ "ay /rders issued from any $%&' Bank Branch
5) They are getting 'onenience to withdraw and deposit cash at all our branches.
6) !nsta A/ert service G receie updates on your account as and when the select transaction
happens V all this without isiting the Branch or (T9.
7C They can 8n!oy facilities like 13Ghour "hone Banking# )et Banking and 9obile Banking that helps .
7,',:* A1e2 current account
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<ith the (pex current account# take business to a new high. /n maintaining an aerage 2uarterly
balance of ,s. 1@ lakhs# this account makes sure make the most of eery business opportunities
coming your way. 6nlimited# free# anywhere Banking experience at the ("8A is resered.
Faci/ity 4iven 3y t-e A1e2 current current account to t-e custo.ers
1C 'ustomers are getting 9aximum transactional benefits with faster mobilisation of funds
1C 'ustomers hae to maintain (erage 2uarterly balance re2uirement of ,s. 1@#@@#@@@EG
.C 'ustomers can (ccess to more than 1#714 branches
3C 'ustomers can get $uge cost saings in interGcity transactions for payableGatGpar che2ue issuance# funds
transfers# )8&T# ,T5+ or %emand %raft E "ay /rder
4C 'ustomers can get &aster collection of outstation che2ues
=C 'ustomers can get &ree Intercity 'he2ue 'ollection & "ayments within $%&' Bank )etwork
7C 'ustomers can get &ree (ccount to (ccount funds transfer between $%&' Bank accounts.
:C 'ustomers can get &ree payment and collection through ,T5+
?C 'ustomers can get &ree payment and collection using )8&T Bthrough )etBankingC
1@C 'ustomers can get &ree %emand %rafts which can be issued from any $%&' Bank branch
11C 'ustomers can get &ree "ay /rders which can be issued from any $%&' Bank branch
11C 'ustomers can get 'onenience to withdraw and deposit cash at all our branchesW
1.C 'ustomers can get &ree 'ash %eposit upto ,s. 1@@ lacs per month across all home branches
13C 'ustomers can get 'hoice of local E "ayable at "ar 'he2ues. 4@@ leaes free per month
14C 'ustomers are getting Insta(lert serice and receie updates on account as and when the select
transaction happens G
16) The Bank will arrange to render the serices like 'ash & 'he2ue "ickup and 'ash %eliery#
through a reputed agency for this account holders .
17) They can 8n!oy facilities like 13Ghour "hone Banking# )et Banking and 9obile Banking that helps
check your balance and transaction details# find out the status of your che2ue or stop che2ue payment
7,',<* a2 current account
9aximum benefits and minimum hassles for with 9ax 'urrent (ccountX <ith a ,s. 4 lakhs aerage
2uarterly balance re2uirement# &eatures like maximum free transaction limits including other
beneficial features on this current account truly enhances your business potential to the 9aximum.
1 1
Faci/ity 4iven 3y t-e .a2 current account to t-e custo.ers
1C 'ustomers are getting 9aximum transactional benefits with faster mobilisation of funds
1C 'ustomers are suppose to maintain (erage 2uarterly balance re2uirement of ,s. 4#@@#@@@EG
.C 'ustomers can access to more than 1#714 branches
3C 'ustomers are the huge cost saings in interGcity transactions for payableGatGpar che2ue issuance# funds
transfers# )8&T# ,T5+ or %emand %raft E "ay /rder
4C 'ustomers are getting the &aster collection of outstation che2ues
=C 'ustomers are also getting &ree (ccount to (ccount funds transfer between $%&' Bank accounts
7CBank is giing 'ustomers free payment and collection through ,T5+
:C 'ustomers has the free payment and collection using )8&T Bthrough )etBankingC
?C 'ustomers has the free %emand %rafts which can be issued from any $%&' Bank branch
&ree "ay /rders which can be issued from any $%&' Bank branch
1@C 'ustomers has the free anywhere collection & payment BclearingC upto ,s. 4 'rore per month within
$%&' Bank branch network.
11) 'ustomers are also getting the facility of 'onenience to withdraw and deposit cash at all our branches
12) The account holders get &ree cash deposit upto ,s. 4@ 0akh per month across all home
branches Bsub!ect to a maximum of 4@ transactions per month and a per day limit of ,s.1#@@#@@@EG
on cash deposit at a non home branchC
1.C 'ustomers has the 'hoice of local E "ayable at "ar che2ues. 4@@ leaes free per month
13C 'ustomers are getting the Insta (lert serice and receie updates on your account as and when the select
transaction happens G
14CThe Bank will arrange to render the serices like 'ash & 'he2ue "ickup and 'ash %eliery#
through a reputed agency for this account holders.
1=C 'ustomer can 8n!oy facilities like 13Ghour "hone Banking# )et Banking and 9obile Banking.
7,','* erc-ant advanta4e current account
This 'urrent (ccount# designed to drastically bring down the costs incurred and time taken to do
arious banking transactions. 'ustomers can en!oy a free limit. &or cash deposit that is four times
the amount swiped at $%&' BankHs 8%' machine linked to your $%&' Bank 'urrent (ccount.
Faci/ity 4iven 3y t-e erc-ant current account to t-e custo.ers
1 1
1) customers can en!oy a free monthly 'ash %eposit limit at home branch location that is four times the
amount swiped at the $%&' Bank 8%' 9achine linked to the 9erchant (dantage 'urrent (ccount
2) 'ustomers can pay endors and suppliers across the country using multiple remittance
options such as 0ocalE(t "ar che2ues# %emand %raftsE"ay /rdersE,T5+ B,eal Time 5ross
+ettlementC thereby increasing conenience and reducing costs
.C'ustomers can en!oy 13x7 access to your account through )et Banking# "hone Banking# (T9s
and 9obile Banking
4) 'ustomers can en!oy special priileges with %oorstep Banking serices such as cash and
che2ue pickGup and cash deliery at nominal rates
5) 'ustomers can get a free ,egular %ebit 'ard# which comes with a host of priileges and benefits
6) 'ustomers can make hassleGfree utility bill payments with Bill"ay# which is absolutely free for
9erchant (dantage 'urrent (ccount holders
7) 'ustomers can get free monthly statement of accounts
7,',)&*erc-ant 1/us current account
(n account that gies you much more than a regular 'urrent (ccount. 'ustomers can en!oy a free limit for
cash deposit that is four times the amount swiped at $%&' Banks 8%' machine linked to this (ccount.
Faci/ity 4iven 3y t-e erc-ant current account to t-e custo.ers
1
1
1C'ustomers can 8n!oy a free monthly 'ash %eposit limit home branch location that is four times the amount
swiped at the $%&' Bank 8%' 9achine linked to the 9erchant (dantage "lus 'urrent (ccount
2) customers can 5et free ,egular and Business %ebit 'ards in the 9erchant (dantage
"lus 'urrent (ccount
3) customers can "ay endors and suppliers across the country using multiple remittance
options such as 0ocalE(t "ar che2ues# %emand %raftsE"ay /rdersE,T5+ B,eal Time 5ross
+ettlementC thereby increasing conenience and reducing costs
4) 'ustomers can 8n!oy 13x7 access to your account through )et Banking# "hone Banking#
(T9s and 9obile Banking
5) customers can 8n!oy special priileges with %oorstep Banking serices such as cash and
che2ue pickGup and cash deliery at nominal rates
6) 'ustomers can 5et special offers on the Business %ebit 'ard that comes with a host of
priileges and benefits
7C'ustomers can 9ake hassleGfree utility bill payments with Bill "ay# which is absolutely free for
9erchant (dantage 'urrent (ccount holders
8) 'ustomers can get &ree monthly statement of accounts
9) customers can get &ree balances and transaction alerts on your mobile phone and emails with Insta (lert.
1
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"iterature
surveyBRevie>
C-a1ter 8
8,)* RETA!" BANK!N#? THE NE+ BUCC+ORD
"rogress has a new address and that is India. The economic growth coupled with the robust gains in stock
markets has brought with it prosperity and wealth in the hands of Indians. The number of millionaires in India
1 1
has crossed the 1@@#@@@Gmark. +alaries in India hae witnessed a 1.G 13 per cent growth# higher than
that seen in 'hina and other +outh 8ast (sian countries. MThis means there is more money in the hands
of the people that needs to be managed well#N says "ralay 9ondal# country head# retails assets and credit
cards# $%&' Bank. This increase in wealth is fuelling the growth of the retail banking sector.
The boom in the financial serices market has led to the creation of ast armies of sales persons
called direct sales agents B%+(sC for marketing the aried products. (nother strategy used by some
banks is to tap into their own large base of depositors who are offered multiple products depending
on their needs.This helps to lower ac2uisition costs# lower default rates and higher deposits being
held in banks by the customer. Banks are now targeting the rural consumers too.
Banks are also offering microGfinance in order to fulfill their social obligations. If retail banking is a bu--word in India
today# the reason is not far to see. (fter all# margins in retail banking are higher than corporate banking and the
growth too is faster. +eeral banks that were not ery actie in retail banking are now eyeing this sector. >ust the
person retail bankers had been looking for banking sector has tremendous potential for growth.
(ccording to the "w' report# total domestic credit in India was around F3@@ billion compared to
'hinas F 1.: trillion. But the new banks will hae to compete with existing banks including
nationali-ed ones# priate sector banks# foreign banks# smaller institutions including coGoperatie
banks and in some areas with nonGbanking finance companies too.
The Indian banking system has come a long way since 17:= when the first bank was set up in India.
In the preGIndependence days# initially banks were set up as priate institutions with mostly
8uropean shareholders. "ostGindependence# most of the banks were nationali-ed in 1?=?. In the
1??@s# following economic reforms# the banking sector was also liberalised. The entry of priate
banks and increasing competition resulted in nationalised banks becoming more
efficient and turning aggressie in the market place. The introduction of automated teller machines B(T9sC#
phone banking and internet banking by most banks has bid adieu to the serpentine 2ueues seen earlier.
8,%* O"D AND NE+ P"ADERS
+tate Bank of India B+BIC# a nationali-ed bank# is the largest bank in the country. The other ma!or players are
(llahabad Bank# "un!ab )ational Bank# Bank of India# 'entral Bank of India# Bank of Baroda# 'anara Bank#
1 1
and Indian Bank# institutions that were set up in the early 1?@@s as priate banks but were nationalised
subse2uently. 0eading priate sector banks like I'I'I Bank and $%&' Bank leeraged technology to proide
more efficient serices# thus stealing a march oer the older# nationalised banks. There exist many smaller
banks such as coGoperatie banks that operate at the local leel. 'itibank and +tandard 'hartered Bank are
among the biggest foreign banks in IndiaI others include $+B' and %eutsche Bank.
/ther than the pure banking operations# many foreign banks also hae other interests. &or instance# 'iti
&inancial is the largest )B&' in the country# with a network of 34@ branches in 1:@ cities while &rench
Bank +ociete 5enerale# apart from banking actiities# also has interests in a B"/ +5 5lobal +olution
'entre in Bangalore and a car fleet management company (0% which has a presence in 9umbai# %elhi#
Bangalore and $yderabad. 8ric %hoste# chief executie and group country head# India# +ociete
5enerale# says that the group employs more than 1#@@@ employees in India across all actiities. There
are many )B&'s in India that are hoping to metamorphose into banks# !ust as *otak 9ahindra &inance#
formerly an )B&'# conerted into *otak Bank. 58 9oney has used the partnership route to grow its
business in India. It is number two in the credit cards business and seres ... million card customers
with !oint enture partner# +tate Bank of India in technology# markets and funds.
( fast deeloping country like India also needs good infrastructure to sustain economic growth# leading to
opportunities in the areas of infrastructure E pro!ect finance. Incidentally# the goernment too is keen to ensure that
credit growth moes into the productie side# that is# industry and the rural economy. Thanks to the ,BI# the
Indian banking sector remains on track. <hen inflation threatened to derail the growth story# it enforced strict
norms that helped to rein in inflation. The leel of non performing assets B)"(C in Indian banks too is in keeping
with internationally acceptable leels and is lower than in some +outh 8ast (sian countries.
In anticipation of the growth in the coming years# existing players in India are drawing up ma!or expansion
plans. The Tatas are said to hae lined up a massie inestment of oer a billion dollars oer the next
three to four years through a new company# Tata 'apital. (nil (mbani wants ,eliance 'apital# one of the
fastest growing financial sector companies# to be among the top three financial serices companies#
including banks# in the country. It plans to increase its employee strength from current 11#@@@ to 4@#@@@
oer the next two years. %ue to regulatory restrictions# foreign banks can only grow organically today.
1
1
O3@ective
A
Sco1e of
researc-
1
1
C-a1ter 9
O3@ective of t-e
researc- 9,)* O3@ective(
1C To study the customer types for current account of $%&' bank in "une city
1C To identify the different serices gien to the customer according to their types of
$%&' bank in "une city
.C To examine the ',9 maintain by $%&' bank in "une city
3C To study the efforts taken by the $%&' bank for better alue build up in "une city
4C To notice the $%&' bank customer satisfaction in "une city
9,%* Sco1e of t-e researc-
The title of the research is Mto study the serices gien to the current account by $%&' bank in "une city
.In $%&' bank there are "referred customer #classic customers# & Imperria types of customers
.(ccording to customers types the serices gien to the each customers are different . $%&' bank also
follows the ',9 techni2ues to increase their sales. Through the research it will come to know that one of
the ma!or strategies that are to be followed by the bank is aggressie marketing.
1
1
Researc-
.et-odo/o4y
C-a1ter ;
1 1
Researc- desi4n
;,)* Ty1es of researc-GThis research is exploratory of formulatie kinds of research. Because
this research is proiding opportunity for considering of different kinds of serices gien by the $%&'
bank in pune city.
;,%* Sa.1/in4 desi4n(
;,%,)* Universe under studyGThis is finite types of unierse study . Because sampling is to be
done on the basis of data base.
;,%,%* Sa.1/e fra.eG$%&' bank customers for current account or current account holders of $%&' bank
;,%,7* sa.1/e unit G+ampling unit for this research are all the inactie customers of current
account who are doing transaction less than = times in a months.
;,%,8* Tec-niEues of sa.1/in4G &or these research techni2ues of sampling is used
that is Kcluster sampling because sampling is to be done on 1 stages
IC+election of all the customer who are doing the transaction 9ore than = timesBactie C or less than =
times in a monthsBinactieC in $%&' bank #"une branch
IIC+election among those who are doing transaction less than = times in a months
;,%,9* sa.1/e siFeG 1@@
;,7* Data co//ection .et-od
+econdary data was to be collected by the direct interiew of customer or by using
telecommunication BteleGcallingC
;,8* "i.itation(
1) +ample for this research is only inactie customers .
2) +ample for this research is only current account holders.
3) /ut of list of 1??customers database only 1@@ customers are to be selected as sample.
4) The methods of collections of data are telephonic way .hence obserations are not to be
maintained. +ample did not include actie customers
5) In this research customers are not ready to answer hence 2uestionnaire are to be filled as feedback form.
1
1
Data ana/ysis
A
Data
inter1retation
C-a1ters :
The 2uestionnaire was to be asked to the 1@@ samples & the data regarding their serices offered
are gien as below.
1 1
&ollowing is the 2uestionnaire.
GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGG
)* +-ic- ty1es of custo.er you are for 3an0G
1C "referred 1C classic
.C Imperia 3C any other
%* Are you sure t-at= you are 4ettin4 t-e 3enefit of s1ecia/ services
accordin4 to your custo.er ty1esG
1C Yes 1C )o
7* P/ease rate t-e fo//o>in4 services accordin4 to your -eavy use 4iven 3y t-e
HDFC 3an0 to your account,
1C ,T5+ 1 1 . 3 4 1C &6)% T,()+&8, 1 1 . 3 4
.C %.%. 1 1 . 3 4 3C "(Y /,%8, 1 1 . 3 4
4C /)0I)8 B()*I)5 1 1 . 3 4 =C )8&T 1 1 . 3 4
$9(ost ti.e used= 8(.ore ti.e used= 7(.uc- ti.e used= %(very fe> ti.e used= )(No used*
8* Do you >ait at counter in t-e 3an0 for de1ositin4 or >it-dra>in4 cas- or c-eEueG
1C Yes 1C )o B&or %epositingC
1C Yes 1C )o B&or <ithdrawingC
9* Are you a4reein4 t-at your 1ersona/ 3an0er .eet you ones in a .ont- @ust
as 1ersona/ re/ation A so/ve your 3an0in4 1ro3/e.G
1C +trongly agree 1C (gree
.C +trongly disagree 3C %isagree 4C neither agrees nor disagrees
;* Do you .aintain your avera4e Euarter/y 3a/ance in your 3an0 accountG
1C Yes 1C )/
:* !f not= >-at action s-ou/d 3e ta0en 3y t-e 3an0G
1C 'all from bank 1C %irectly meet of personal banker
.C &acility for collection of money
1
1
3C (ny other please specifyYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY
<* +-at do you t-in0 a3out t-e services of HDFC 3an0G
1C 5ood 1C Better .C Best
1C Bad 1C <orse .C <orst
1C "oor 1C 9uch poor .C 9ost poor
'* +ou/d you definite/y /i0e to .aintain t-e /on4 ter. re/ation >it- HDFC 3an0G
1C "robably yes 1C "robably no
.C %efinitely yes 3C %efinitely no
)* +-ic- ty1es of custo.er you are for 3an0G
1C "referred 1C classic
.C Imperia 3C any other
Custo.ers ty1es FreEuency
1 1
Preferred 3@
C/assic .:
!.1erria 1
Any ot-er 11
!nter1retations
$ere we can find that out /nly one customer is the imperia type of customer.3@ customer
are preferred types of customer of bank &.: are the classic customer of the bank out of
total surey. The remaining 11 are regular customer of the bank.
%* Are you sure t-at= you are 4ettin4 t-e 3enefit of s1ecia/ services accordin4 to your custo.er
ty1esG
1 1
1C Yes 1C )o
Re1/y of t-e FreEuency
custo.er
Des :?
No 11
!nter1retation
Bank gae special serices to the each customers according to their types .hence
amongst the surey :? are customers are who are saying that #yes that they are getting
the special benefits according to their customers types
7* P/ease rate t-e fo//o>in4 services accordin4 to your -eavy use 4iven 3y t-e
HDFC 3an0 to your account,
1C ,T5+ 1 1 . 3 4 1C &6)% T,()+&8, 1 1 . 3 4
1
1
.C
%.%. 1 1 . 3 4
3C
"(Y
/,%
8, 1 1 . 3 4
4C /)0I)8 B()*I)5 1 1 . 3 4 =C )8&T 1 1 . 3 4
$9(ost ti.e used= 8(.ore ti.e used= 7(.uc- ti.e used= %(very fe> ti.e used= )(No
used*
Ratin4 for RT#S FreEuency
) 7
% ))
7 %;
8 %)
9 7:
!nter1retations
,T5+ stands for ,eal times gross settlement# it is used when customers wants payments to third party
at same day at any location in India .There are .7 L used this serices heaily & .L not used this kinds
of serices.
1
1
Fund transfer
Ratin4 FreEuency
) 8
%
1

1
7 '
8 7)
9 9%
!nter1retations
&und transfer# this facility is used when customer wants to payments to same bank
account holder in which he has already his account. There are 41L customers are using
such kinds of serices & 3 L are not using this serices
DD
1
1
!nter1retation
%% stands for %emand draft .when customer wants to payments at any where payable# he used the
%% facility. 3.L customer are using this facility ery heaily But : L are not using this facility.
1
1
Pay order
Ratin4 for Pay order FreEuency
) .
% 1
7 1.
8 .1
9 .7
!nter1retations
"ay order is also used to payment the party but it is used at local leel. There are .7 L customer are using this
facility widely but . L are not using this facility.
On/ine 3an0in4
1
1
Ratin4 for on/ine
3an0in4 FreEuency
) 4
% 1
7 1.
8 ..
9 3@
!nter1retations
/nline banking refers to the make the all the transaction online# transferred of money# make the payments#
deposited the money etc. 3@ L customers are using this kinds of facility but 44 are not using
1
1
)8&T B)ational 8lectronic &und TransferredC
Ratin4 for NEFT FreEuency
) 3
% 1
7 1@
8 17
9 3=
!nter1retations
)8&T stands for national electrical fund transferred# your fund is to be transferred by the electrical
mode.3=L customer are using this facility.
8* Do you >ait at counter in t-e 3an0 for de1ositin4 or >it-dra>in4 cas- or c-eeseG
1C Yes 1C )o B&or %epositingC
1
1
Re1/y of
Fr
eE
ue
nc
y
custo.ers for
de1ositin4s
Des 47
No 3.
!nter1retations
$%&' "6)8#(6)%$ branch lay out is ery small & there are =@7 customer #bankers gae special
serices to preferred #classic customer.47 L customer are not suppose to wait for depositing the
money at counter but remaining 3. L hae to wait at counter.
1C Yes 1C )o B&or <ithdrawingC
Re1/y for >it-dra>in4 FreEuency
of .oney
1 1
Yes 1=
)o 73
!nter1retations
$ere also the 73L customer are not suppose to wait at counter for withdrawing the money but 1=
L are suppose to wait
9* Are you a4reein4 t-at your 1ersona/ 3an0er .eet you ones in a .ont- @ust as 1ersona/
re/ation A so/ve your 3an0in4 1ro3/e.G
1C +trongly agree 1C (gree
.C +trongly disagree 3C %isagree 4C neither agrees nor disagrees
1 1
,esponse of the
customer for
personal meets &re2uency
+trongly agree =7
(gree 1:
+trongly disagree 1.
%isagree 1
)either agree nor disagree @
!nter1retations
In this case =7 L of the customer are strongly agree that their personal bankers meet them once in
a month but 1: L customers are not agree about that .
1 1
;* Do you .aintain your avera4e Euarter/y 3a/ance in your 3an0 accountG
1C Yes 1C )/
,esponse for (PB maintenances &re2uency
Yes :.
)o 17
1 1
!nter1retations
(PB stands for aerage 2uietly balance .:. L maintain their balance but 17 L are not maintain their balance.
:* if not= >-at action s-ou/d 3e ta0en 3y t-e 3an0G
1C 'all from bank 1C %irectly meet of personal banker
3) &acility for collection of money
4) (ny other please specifyYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY
1 1
.aintenance of AHB
'all from bank 4?
%irectly meet of personal 31
bankers
&acility for collection of @
money
(ny other please specify @
!nter1retations
If they are not maintaining the (PB then# 4? L getting the call from the bank# personal bankers
directly meet the 31 L of the customers.
1
1
<* +-at do you t-in0 a3out t-e services of HDFC 3an0G
1C 5ood 1C Better .C Best
1C Bad 1C <orse .C <orst
1C "oor 1C 9uch poor .C 9ost poor
,esponse for serices of bank &re2uency
Bad .
Best 13
1
1
Better
3
3
5ood 13
<orse 3
<orst 1
!nter1retations
33L of the customer is saying that $%&' bank is giing the
better serices. /nly 3L# 1L# .L are saying that serices
are worse# worst# bad respectiely.
1
1
'* +ou/d you definite/y /i0e to .aintain t-e /on4 ter. re/ation >it- HDFC 3an0G
1C "robably yes 1C "robably no
.C %efinitely yes 3C definitely no
%esire for long term relationship with bank &re2uency
"robably yes 11
"robably no :
%efinitely yes 71
%efinitely no @
1
1
!nter1retations
71 L of the customer is satisfied customer .they wants to maintain the long term relationship with $%&'
bank but 11 L of the customer are not happy about that & :L are saying that are not interested in that .
1
1
O3servation
A
Findin4
1
1
C-a1ters <
O3servation A findin4
1) 0ess no. of counter for depositing & withdrawing the cash .$%&' "6)8 branch is a no.1 branch in all oer the
9aharashtra .haing 1@@ cores of balance sheets. But it has only . counters of for receiing & payments of 9oney.
+o it is finding that customers are not conenient with these counters. They feel 'ongested in the bank.
2) $%&' (6)%$# "6)8 branch has ery small layout .it need to expand.
3) In "6)8 city only 1 (T9 is there but it is find according to customers need it need more (T9s machine.
4) In $%&' (6)%$# "6)8 branch there are only 4 computers# at where the need of 3 computers
more# hence it is find that employee are not conenient with this.
1 1
5) There is more focus on customer relationship management. "ersonal bankers & cross
sales team are generating more & more sales from this.
6) /ne of the ma!or sales promotion schemes is to be employee by the bank is KInnoatie 9arketing.
1
1
Conc/usion
C-a1ters '
1
1
Conc/usion
1) I'I'I bank# (xis bank# +tate bank of $yderabad# I%BI bank are some closest competitors to the
I%BI bank. $%&' bank is in great competition of them in "6)8 city
2) $%&' bank is haing customers types & according to types bank is proiding them serices
3) The serices to the different types of current account are different which is suitable to "6)8 city
4) "6)8 city is the big trading centers where steel# gold# grains# are to be sold in a large extents. $ence to get
better serices businessman# professional person agree businessmen choose $%&' bank for banking serices.
5) $%&' bank is following maximum rules & regulations of ,BIwhich are to be implemented in
regular works.
1
1
Su44estions
A
Reco..endations
C-a1ters )&
Su44estion A reco..endations to t-e HDFC PUNE= AUNDH 3ranc-
((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((((
1 1
1) $%&' "6)8 branch needs to increase the no. of counter for depositing & <ithdrawing the cash
2) $%&' "6)8# (6)%$ branch needs to expand the layout of branch
3) $%&' (6)%$ branch needs to install at least . (T9s in "6)8 city BIncluding 9I%' areaC
4) many times lobby is not keep clean. <e can tell to the customer about that through security
guard. 4CC $%&' (6)%$ "6)8 branch needs to increase the number of computer in the branch
=C Branch has nos of preferred customer so we need separate employee for giing them the
committed serices.
Bi3/io4ra1-y
1) Information regarding $%&' bank is to be taken from www.hdfcbank.com
2) Information regarding got. policy is to be taken from www.
rbi.org.in /thers materials
1
1
1) The pro!ect of KI)%I( B()*I)5 ",/>8'T 1@1@ by 9c*inney &company
2) The pro!ect of KThe Indian Banking sectors# on road to progress by 5.$.%eolakarBmanaging
director of state bank of IndiaC
ANNE6URE
Sa.1/e Euestionnaire
)* +-ic- ty1es of custo.er you are for 3an0G
1C "referred 1C classic
1 1
.C Imperia 3C any other
%* Are you sure t-at= you are 4ettin4 t-e 3enefit of s1ecia/ services accordin4 to your custo.er ty1esG
1C Yes 1C )o
7* P/ease rate t-e fo//o>in4 services accordin4 to your -eavy use 4iven 3y t-e HDFC
3an0 to your account,
1C ,T5+ 1 1 . 3 4 1C &6)% T,()+&8, 1 1 . 3 4
.C %.%. 1 1 . 3 4 3C "(Y /,%8, 1 1 . 3 4
4C /)0I)8 B()*I)5 1 1 . 3 4 =C )8&T 1 1 . 3 4
$9(ost ti.e used= 8(.ore ti.e used= 7(.uc- ti.e used= %(very fe> ti.e used= )(No used*
8* Do you >ait at counter in t-e 3an0 for de1ositin4 or >it-dra>in4 cas- or c-eEueG
1C Yes 1C )o B&or %epositingC
1C Yes 1C )o B&or <ithdrawingC
9* Are you a4reein4 t-at your 1ersona/ 3an0er .eet you ones in a .ont- @ust as 1ersona/
re/ation A so/ve your 3an0in4 1ro3/e.G
1C +trongly agree 1C (gree .C +trongly disagree 3C %isagree 4C )either agrees nor disagrees
;* Do you .aintain your avera4e Euarter/y 3a/ance in your 3an0 accountG
1C Yes 1C )/
:* !f not= >-at action s-ou/d 3e ta0en 3y t-e 3an0G
1C 'all from bank 1C %irectly meet of personal banker .C &acility for collection of money
3C (ny other please specifyYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY
<* +-at do you t-in0 a3out t-e services of HDFC 3an0G
1C 5ood 1C Better .C Best
1C Bad 1C <orse .C <orst
1C "oor 1C 9uch poor .C 9ost poor
'* +ou/d you definite/y /i0e to .aintain t-e /on4 ter. re/ation >it- HDFC 3an0G
1C "robably yes 1C "robably no .C %efinitely yes 3C %efinitely no
1
1
GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGG
1
1
#/ossary of tec-nica/ >ords
1) "referred customers V'ustomers who are maintaining the (PB of 4#@@#@@@
2) 'lassic customersG'ustomers who are maintaining 1#@@#@@@ the (PB & haing family saing account
3) Imperria customers V'ustomers who are maintaining 1@#@@#@@@ (PB
4) ;alue builds upG9a!or balance in account opening# & = transactions in months
5) (PBG (erage 2uarterly balance maintain by the account holders
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