SUMMER TRAINING REPORT

BATCH 2012-2015

TO STUDY COSTUMER PREFERENCES AND

ATTRIBUTES TOWARDS SAVINGS ACCOUNT OF
HDFC BANK

Submitted By:
Shalini
BBA (B&I) 5th Semester

ACKNOWLEDGEMENT
Any project cannot be successfully completed without the support and help of lots of people.
It is with great pleasure and privilege that I wish to thank the people who have actively
supported me in this project.
First of all I would like to thank Dr. Monica for providing me an opportunity to work on this
project. She constantly encouraged and guided me to streamline this project from
conceptualization to finish by providing valuable inputs and suggestions. She has been a
source of constant support, encouragement and, helped to achieve the target of completing
my minor project report. She not only helped me in completing the project, but also helped
me by giving valuable insights.
I would also thank to all the staff members of Axis Bank, who helped me in providing
information and aspects of Axis Bank.

TABLE OF CONTENTS
CHAPTER I: INTRODUCTION

History of banking in India

Research objective
Research Methodology
Limitations of study

CHAPTER II: PROFILE OF THE ORGANISTAION

Introduction to the organization
Introduction to the topic
CHAPTER III
Analysis and interpretation of data
CHAPTER IV
Conclusion and Recommendations
BIBLIOGRAPHY
ANNEXURES
Questionnaire

CHAPTER-I
INTRODUCTION

HISTORY OF BANKING IN INDIA

Banking in India in the modern sense originated in the last decades of the 18th century. The
first banks were Bank of Hindustan (1770-1829) and The General Bank of India, established
1786 and since defunct.
The largest bank, and the oldest still in existence, is the State Bank of India, which originated
in the Bank of Calcutta in June 1806, 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 Madras, all three of which were established under charters from the British East
India Company. The three banks merged in 1921 to form the Imperial Bank of India, which,
upon India's independence, became the State Bank of India in 1955. For many years the
presidency banks acted as quasi-central banks, as did their successors, until the Reserve Bank
of India was established in 1935.
In 1969 the Indian government nationalised all the major banks that it did not already own
and these have remained under government ownership. They are run under a structure known
as 'profit-making public sector undertaking' (PSU) and are allowed to compete and operate
as commercial banks. The Indian banking sector is made up of four types of banks, as well as
the PSUs and the state banks , they have been joined since the 1990s by new private
commercial banks and a number of foreign banks.
Generally banking in India was fairly mature in terms of supply, product range and reacheven though reach in rural India and to the poor still remains a challenge. The government
has developed initiatives to address this through the State Bank of India expanding its branch
network and through the National Bank for Agriculture and Rural Development with things
like microfinance.

RESEARCH OBJECTIVE
To find out the Customers preferences while opening Savings Account in HDFC Bank.
To study brand image of the bank.
To increase the business of the bank.

To call people according to the leads and databases created and convince people to take
the account
SUB-OBJECTIVES:

To explain the customers how a particular account would help them providing security
to them

Use all the financial knowledge given by the company so that the customer realizes that
he definitely needs to take a particular account

Educate the clients about risks and various possible scenarios so that the clients dont
harbor unrealistic expectations.

RESEARCH METHODOLOGY
The detail survey was conducted among the customers of HDFC Bank (Lajpat Nagar
Branch), New Delhi.
SOURCE OF DATA:
Primary Data: Structured Questionnaire
Secondary Data: Internal sources such as Organizational files, Official records, Management
books, preserves information in the Companys database and website of the company.
SAMPLING PLAN:
Sampling units: Customers
Sampling technique: Random Sampling
Research Instrument: Structured questionnaire
Sample Size: 100

LIMITATION OF STUDY
From the title of the project, the scope of this project is confined to the Savings Account
provided by HDFC Bank. As with all studies, there is the problem of finding good and
relevant information. The information in this project is restricted to whatever relevant
information I could find that is related to the subject matter.

Time constraint was the major factor to draw the market segments for Savings

account.
Sometimes, the respondents used to give misleading information so as to hide his

original identity, which proved to be harmful for the report.

All the information cannot be included as most of the information was confidential.
Staff although are very helpful but are not able to give much of their time due to
their own job constraints

CHAPTER- II
PROFILE OF THE
ORGANISATION

INTRODUCTION TO HDFC BANK

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

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

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

CAPITAL STRUCTURE:
As on March 31, 2014 the authorized share capital of the Bank is Rs. 550 crores. The paid-up
capital as on the said date is Rs 479, 81,00,870/- (2399050435) equity shares of Rs. 2/- each).
The HDFC Group holds 22.64 % of the Bank's equity and about 16.97 % of the equity is held
by the ADS / GDR Depositories (in respect of the bank's American Depository Shares (ADS)
and Global Depository Receipts (GDR) Issues). 34.11 % of the equity is held by Foreign
Institutional Investors (FIIs) and the bank has 4,22,314 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed on the
New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global
Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange

DISTRIBUTION NETWORK:
HDFC Bank is headquartered in Mumbai. As of June 30, 2014, the Bank's distribution
network was at 3,488 branches in 2,231 cities. All branches are linked on an online real-time
basis. Customers across India are also serviced through multiple delivery channels such as
Phone Banking, Net Banking, Mobile Banking and SMS based banking. The Bank's
expansion plans take into account the need to have a presence in all major 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. Being a clearing / settlement
bank to various leading stock exchanges, the Bank has branches in centers where the NSE /
BSE have a strong and active member base. The Bank also has a network of 11,426 ATMs
across India. HDFC Bank's ATM network can be accessed by all domestic and international
Visa / MasterCard, Visa Electron / Maestro, Plus / Cirrus and American Express Credit /
Charge cardholders.

10

PRODUCTS OFFERRED BY HDFC BANK:

Personal Banking:
1. Accounts and deposits:
SAVINGS ACCOUNT:

Savings Max account

Regular savings account
Womens saving account
Kids advantage account

Senior citizens
account
Family savings group

account
Basic savings bank

deposit account
Institutional accounts

SALARY ACCOUNT:

Premium salary account

Regular salary account
Defense salary account
Classic salary account
Reimbursement account
Basic savings bank

deposit account- Savings

Salary family account

CURRENT ACCOUNT:

Hospitals and Nursing

Homes
Trade current account
Current account for

Professionals
Premium Current

account
Merchant advantage

DEPOSITS:

Regular FD
Recurring Deposits
5 year Tax Saving

FD
Super Saver facility
Sweep-in facility

ULTIMA current account

Supreme current account
Apex current account
EZEE current account
Agri current account
Max current account
Plus current account
Current account for

SAFE DEPOSIT LOCKER

current account
Regular current account
RURAL ACCOUNT:
BSBDA- farmers
Kisan Club Savings
Account

2. Loans:

Personal loans
Business Loans
Home Loans
Car Loans
Two wheeler loans
Gold loans
11

Loan against Assets

Educational loans
Government sponsored programs
Rural loans

2. Cards:
Credit cards
Debit cards
Prepaid cards
Credit card rewards program
Loan on Credit cards
3. Demat:
Demat account
2 in 1 account
3 in 1 account
4. Investments:
Distribution of financial products
Investment products
Investment Advisory reports

5. Insurance:
Life insurance
Health insurance
Motor insurance
Travel insurance
Home insurance
Two wheeler insurance
6. FOREX:
Travel solutions
Remittance products
Other forex services
7. Premium banking:
Imperia banking
Preferred banking
12

Classic banking

8. Bank Online:
Net banking
Credit card net banking
Email statements
Loan accounts online
9. Bank with your phone:
Mobile banking
Mobile payments
InstaAlerts-SMS & Email
Phone banking
10. Atm facility, branch banking etc.

INTRODUCTION TO THE TOPIC

Meaning of savings account:

Saving accounts are accounts maintained by retail financial institutions that pay interest but
cannot be used directly as money in the narrow sense of a medium of exchange (for example,
by writing a cheque). These accounts let customers set aside a portion of their liquid assets
while earning a monetary return.

Types of HDFC Savings Account:

1.
2.
3.
4.
5.
6.
7.

Savings max Account

Regular Savings Account
Women Savings Account
Senior citizens Account
Family Savings Group Account
Basic Savings bank deposit Account
Basic Savings bank Deposit Small Account

13

1. SAVINGS MAX ACCOUNT :

AVERAGE MONTHLY BALANCE

Rs. 25000

INSURANCE BENEFIT

Accidental hospitalization cover of Rs. 1

lakh p.a. and Accidental death cover of

DEBIT CARD BENEFIT

Rs. 10 lakh p.a.

Lifetime Free Titanium Royale Debit
card.
Daily cash withdrawal limit of Rs.

INVESTMENTS

75000.
Online trading Account offers- 50%

EXCLUSIVE OFFERS

discount on account opening

50% discount on issuance of ForexPlus
cards and GiftPlus Cards.
Special discounts on interest rates and
fees on business/auto/personal loans.

FEES AND SERVICES:

Charges on non-maintenance

If AMB is between Rs. 10000 to Rs.

25000, then Rs.350 p.m. and if AMB is

Cheque book

Hold statements
Cheque collection
Balance enquiry
Phone banking

less than Rs. 10000, Rs. 500 p.m.

Free 25 cheque leaves per calendar
quarter.
Rs. 400 per year
Free
Free
Free
Free
14

ATM card
ATM transactions at other bank Unlimited free transactions
ATMs

ELIGIBILTY CRITERIA

Resident individuals (sole or

joint

account),

Hindu

undivided

families,

Foreign nationals residing in

India.

2. REGULAR SAVINGS ACCOUNT:

AVERAGE MONTHLY BALANCE
FEES AND SERVICES:
Charges on non-maintenance

Rs. 10000
Rs.250 p.m. if AMB is between Rs. 5000
to Rs. 10000 and Rs.350 p.m. if AMB is

Cheque book

less than Rs. 5000

Free 25 cheque leaves per calendar

Hold statements
Cheque collection
Balance enquiry
Phone banking
ATM card
ATM transactions at other bank

quarter
Rs. 400 per year
Free(local)
Free
Free
Free

ATMs
ELIGIBILTY CRITERIA

5 free transaction per month

A resident individual (sole or
joint account),

A Hindu undivided family,

A foreign national.

15

3. WOMEN SAVINGS ACCOUNT:

AVERAGE MONTHLY BALANCE
INSURANCE BENEFIT

Rs. 10000
Get Accidental Death Cover of
Rs. 10 lakhs.

Get Accidental Hospitalisation

Cover of Rs. 1 lakh
Womens Advantage Debit card.
Daily cash withdrawal limit of Rs.

DEBIT CARD BENEFIT

INVESTMENTS (online trading account)

25000.
Account

opening

charges

for

one

account Rs. 999 and two accounts Rs.

1399.
Special discount on interest rates and

EXCLUSIVE OFFERS

processing

fees

on

two

wheeler/auto/gold/personal loans.
FEES AND SERVICES:
Charges on non-maintenance

Rs.250 p.m. if AMB is between Rs.5000

to Rs. 10000 and Rs.350 p.m. if AMB is
less than Rs.5000.
Free 25 cheque leaves per calendar

Cheque book

Hold statements
Balance enquiry
Phone banking
ATM card
Unlimited Free transactions
ATM transactions at other bank

ATMs
ELIGIBILTY CRITERIA

quarter.
Rs.400 per year
Free
Free
Rs. 100

The first account holder should

be a woman,

A resident individual (sole or

joint account),
16

A foreign national.

4. SENIOR CITIZENS ACCOUNT:

AVERAGE MONTHLY BALANCE
INSURANCE BENEFIT

Rs. 5000
Accidental

DEBIT CARD BENEFIT

Rs.50000 p.a.
EasyShop International Debit card free for

INVESTMENTS(online trading account)

FEES AND SERVICES:
Charges on non maintenance
Cheque book

Hold statement

Balance enquiry
Phone banking
ATM card
ATM transactions at other bank ATMs
ELIGIBILTY CRITERIA

hospitalization

cover

of

life.
Cash withdrawal limit of Rs.25000 per day.
Account opening charges of only Rs.599
Rs. 100 p.m.
Free 25 cheque leaves per calendar quarter
Rs. 400 per year
Free
Free
Free
5 free transaction per month

All resident individuals (sole or joint) in the

age group of 60 years and above are eligible
to open the Senior Citizens Account.
In the case of a joint account, the first
applicant has to be a senior citizen.

5. FAMILY SAVINGS GROUP ACCOUNT:

AVERAGE MONTHLY BALANCE
INVESTMENTS(online trading account)
LOCKERS

Rs.40000 on all accounts grouped

Account opening charges Rs.799
50% off on the Locker rental calculated on a
pro-rata basis and applicable only for the
year of allotment.

FEES AND SERVICES:

17

If AMB is between Rs.20000 and Rs.40000,

Charges on non-maintenance

then Rs.350 p.m. and if AMB< Rs.20000,

then Rs.500 p.m.

Free 25 cheque leaves per calendar quarter.
Rs.400 per year
Free (local)
Free
Free
Free

Cheque book

Hold statement
Cheque collection
Balance enquiry
Phone banking
ATM card
ELIGIBILITY CRITERIA

All members who have an individual

HDFC Bank account.

A minimum of 2 and maximum of 4

accounts can be grouped under a single
Family Savings Group (FSG).

Non-Resident (NR) accounts can

also be grouped.

Savings Max, Current and HUF

accounts cannot be grouped under an FSG
account.
The Customer ID of the Primary
account holder in the group will be the
Group ID. The Primary account holder
cannot be a minor.

6. BASIC SAVINGS BANK DEPOSIT ACCOUNT:

AVERAGE MONTHLY BALANCE
FEES AND SERVICES:
Charges on non maintenance
Cheque book
Hold statement
Cheque collection
Phone banking
Balance enquiry

ZERO
NA
1st PAP cheque book free
Rs.400 per year
Free(local)
Free
Free
Free
18

 ATM card
ATM transactions at other bank ATMs
ELIGIBILTY CRITERIA

Free for first 5 transactions in a month.

Any resident individual (sole or joint) or
Hindu Undivided Family can open a Basic
Savings Bank Deposit Account.

7. INSTITUTIONAL SAVINGS ACCOUNT

AVERAGE MONTHLY BALANCE
FEES AND SERVICES:
Charges on non maintenance
Cheque book
Hold statement
Cheque collection
Balance enquiry
Account statement
Phone banking
ELIGIBILTY CRITERIA

ZERO
NIL
Free
Rs.400 per year
Free(local)
Free
Free- monthly statements sent by posts
Free
If you are a Trust, Association, Society,
Club,

NGO,

Charitable

Hospital,

Educational Institute, Section 25 companies

that is eligible to open a savings account as
per RBI guidelines, then; you can open an
Institutional Savings Account.

19

8. BSBDA SMALL ACCOUNT:

AVERAGE MONTHLY BALANCE
FEES AND SERVICES:
Charges on non maintenance
Cheque book
Hold statement
Cheque collection
Balance enquiry
ATM card
Phone banking
ATM transactions at other bank ATMs

ZERO
NA
1st PAP chequebook free
Rs.400 per year
Free (local)
Free
Free
Free
Free for first 5 transactions in a month

ELIGIBILTY CRITERIA
You are a resident individual and do not have
complete KYC. To be more specific, a
residential individual who does not have:

1. Photo ID proof as per the banks

acceptable list of documents.
2. Address proof as per the banks
acceptable list of documents.

20

SAVINGS ACCOUNT APPLICATION FORM

21

22

23

24

CHAPTER-3
ANALYSIS AND
INTERPRETATION OF
DATA

25

DATA ANALYSIS:
Data Analysis is the process of systematically applying statistical and/or logical techniques
to describe and illustrate, condense and recap, and evaluate data.

DATA INTERPRETATION:
Data interpretation is part of daily life for most people. Interpretation is the process of
making sense of numerical data that has been collected, analyzed, and presented

FINDINGS:

Through the questionnaire, we have tried to get hold of customer preference,

inclination, and requirements.

We have tried to find out the hidden need or want of the people and have tried to find
if these people can be tapped as the potential customer of the HDFC bank.

Find out the behavior of the individuals regarding the product and services.

26

Ques1: Do you have a savings account?

ANSWER
YES
NO
TOTAL

NO. OF RESPONDENTS
170
30
200

PERCENTAGE
85%
15%

TABLE 1

NO. OF RESPONDENTS

30
YES
NO
170

FIGURE 1

ANALYSIS:
85% of respondents have a savings account while 15% of respondents dont have a savings
account.
27

Ques 2: If yes, which bank?

BANK

NO. OF RESPONDENTS

PERCENTAGE

HDFC

100

58.82%

ICICI

35

20.58%

Axis

20

11.78%

Other Banks

15

8.82%

TOTAL

170
TABLE 2

120
100

100

80

Frequency

60
35

40

20

20

HDFC

ICICI

AXIS

15

OTHER BANKS

FIGURE 2: BANKS

ANALYSIS:

28

58.82% respondents have savings accounts in the HDFC Bank while 41.48% have savings
account in other banks.

Ques 3: How long you been associated with HDFC bank?

TIME PERIOD
Less than 2 years
2 years to 5 years
5 years to 10 years
10 years and above
TOTAL

NO. OF RESPONDENTS
17
28
37
18
100
TABLE 3

PERCENTAGE
17%
28%
37%
18%

40
35
30
25
20
15
Frequency

10
5
0

FIGURE 3: TIME PERIOD

ANALYSIS: 17% respondents are associated with the bank for 2 years and less.
28% are associated for a period of 2 years to 5 years.
37% are associated for a period of 5 years to 10 years.
18% are associated for 10 years and above.
29

Ques 4: What is your monthly transaction in your account?

MONTHLY TRANSACTION
Less than 5 lakhs
5 lakhs to 15 lakhs
15 lakhs to 25 lakhs
25 lakhs and above
TOTAL

NO. OF RESPONDENTS
15
24
33
28
100
TABLE 4

PERCENTAGE
15%
24%
33%
28%

35
30
25
20
15
Frequency

10
5
0

FIGURE 4: MONTHLY TRANSACTION

ANALYSIS:
39% of respondents have a monthly transaction below Rs. 15 lakhs.
61% have a monthly transaction of Rs. 15 lakhs and above.

30

Ques 5: What factors do you consider while opening a savings

account?
FACTORS
Accessibility
Minimum balance
DD/Pay order
Free Cheque
Debit card
Credit Card
Cheque pickup
Net banking
Mobile Banking
At par Cheque
NEFT
RTGS
TOTAL

NO. OF RESPONDENTS
10
20
13
10
8
7
2
16
7
3
2
2
100
TABLE 5

PERCENTAGE
10%
20%
13%
10%
8%
7%
2%
16%
7%
3%
2%
2%

31

25

20

15

Frequency

10

FIGURE 5: FACTORS WHILE OPENING SAVINGS ACCOUNT

ANALYSIS:
20% of respondents consider Minimum Balance while opening Savings Account.
16% consider Net banking while only 2% consider Cheque pickup or NEFT or RTGS while
opening Savings Account in HDFC Bank

32

Ques 6: Which mode of transaction do you avail frequently?

MODE
Cheque
Demand draft
Pay order
Credit cards
Debit Cards
Net Banking
TOTAL

NO. OF RESPONDENTS
15
7
3
25
40
10
100
TABLE 6

PERCENTAGE
15%
7%
3%
25%
40%
10%

45
40
35
30
25
20
Frequency

15
10
5
0

FIGURE 6: MODE OF TRANSACTION

ANALYSIS:
The most common mode of transaction is Debit Cards i.e. 40% of respondents consider it,
followed by 25% of respondents considering Credit Cards. The least mode of transaction
availed is Pay Order considered by only 3% of respondents.

Ques 7: What type of transaction you make?

TYPE

NO. OF RESPONDENTS

PERCENTAGE
33

Intercity
Intracity
Both
TOTAL

30
20
50
100

30%
208
50%
TABLE 7

60
50

40

Frequncy

30

20
10

Intercity

Intracity

Both

FIGURE 7: TYPE OF TRANSACTION

ANALYSIS:
30% of respondents make Intercity transaction.
20% make Intracity Transaction.
50% respondents consider both type of transaction.

Ques 8: Rate you experience according to understanding of your

problems by the bank.
Poor
Good
Fair
Excellent

NO. OF RESPONDENTS
10
25
20
45

PERCENTAGE
10%
25%
20%
45%
34

TOTAL

100
TABLE 8

UNDERSTANDING PROBLEMS BY BANK

10
45

25

Poor
Good
Fair

20

Excellent

FIGURE 8
ANALYSIS:
45% of respondents rated their experience according to understanding of their problems by
the bank as Excellent, while 10% rated their experience as Poor.

Ques 9: Rate your experience according to the response time.

RATINGS
Poor
Good
Fair
Excellent
TOTAL

NO. OF RESPONDENTS
5
40
25
30
100
TABLE 9

PERCENTAGE
55%
40%
25%
30%

35

RESPONSE TIME

5
30

Poor
40

Good
Fair
Excellent

25

FIGURE 9
ANALYSIS:
40% of respondents rated their experience according to the response time by the bank as
Good, while 5% rated their experience as Poor.

Ques 10: Rate your experience according to the knowledge of the

staff.
RATINGS
Poor
Good
Fair

NO. O RESPONDENTS
0
20
30

PERCENTAGE
0%
20%
30%

Excellent
TOTAL

50
100
TABLE 10

50%

36

KNOWLEDGE OF STAFF

20
Poor
Good

50
30

Fair
Excellent

FIGURE 10

ANALYSIS:
50% of respondents rated their experience according to knowledge of the staff of the bank as
Excellent, while 20% rated their experience as Good.

SWOT ANALYSIS:

37

WEAKNESSES

STRENGTHS

Right strategy for the right products.

Superior customer service vs.

Some gaps in range for certain

sectors.

competitors.

Customer service staff needs training.

Great Brand Image

Processes and systems, etc

High degree of customer satisfaction.

Management cover insufficient.

Good place to work

Sectoral growth is constrained by

Lower response time with efficient

competition for staff

and effective service.

Dedicated workforce aiming at

making a long-term career in the
field.

OPPORTUNITIES

THREATS

Profit margins will be good.

Legislation could impact.

Could extend to overseas broadly.

Great risk involved

New specialist applications.

Very high competition prevailing in

Could seek better customer deals.

Fast-track career development

the industry.

competitors.

opportunities on an industry-wide
basis.

techniques to provide added-value

Lack of infrastructure in rural areas

could constrain investment.

An applied research centre to create

opportunities for developing

Vulnerable to reactive attack by major

High volume/low cost market is

intensely competitive.

services

38

CHAPTER 4
CONCLUSION AND
RECOMMENDATIONS

39

CONCLUSION:

1. Network reach and visibility of a bank is important criterion for the customer while
opening a Savings Account. Reach in terms of branches and ATMs is directly
proportional to the market share in case of Private Players.
2. In case of a new customer, if a bank approaches it first for opening a savings account
for them, then there is a good chance for the bank of getting many future businesses
and cross sales from the deal.
3. Aggressive marketing is the key to increase the market share in this area, since the
market has a lot of potential in terms of untapped market.
4. In order to keep a customer satisfied a bank must identify the value the customer
appoints to every item in each dimension, and then the focus should be given in order
of that value.

40

RECOMMENDATIONS:

1. Branch Sales force shall be trained to explain the product features and its value added
services to make customers product selection convenient.
2.

Recommend the right product to the right customer so as to ensure a high degree of
satisfaction.

3.

Make people aware about their product and basic benefits they can drive from it.

4.

The bank shall also target Small business unit for whom maintenance of AQB is not a
problem.

5.

Standard of service provided shall be increased for both the existing customers as
well as potential ones.

6. Word of mouth shall be used as a promotional tool to increase the sales potential of
the Savings Account.

41

BIBLIOGRAPHY

42

BIBLIOGRAPHY:
I did the research work mainly from the internet site and also collecting brochures, handouts
and annual reports from HDFC Bank.
1. https://www.google.co.in/
2. https://www.wikipedia.org/
3. http://www.hdfcbank.com/

43

ANNEXURE

44

QUESTIONNAIRE:

1. NAME OF THE RESPONDENT ___________________________________

2. CONTACT NO. ________________________________
3. ADDRESS
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
4. DO YOU HAVE A SAVINGS ACCOUNT?
YES
NO
5. IF YES, WHICH BANK?
HDFC
ICICI
AXIS
OTHERS, Please specify ___________________________
6. HOW LONG HAVE YOU BEEN ASSOCIATED WITH HDFC BNK?
LESS THEN 2 YEARS
2 TO 5 YEARS
5 TO 10 YEARS
10 YEARS AND ABOVE

7. WHAT IS YOUR MONTHLY TRANSACTION IN YOUR ACCOUNT?

LESS THEN 5 LAKHS
5 TO 15 LAKHS
15 TO 25 LAKHS
25 LAKHS AND ABOVE

45

8. WHAT FACTORS DO YOU CONSIDER WHILE OPENING A SAVINGS

ACCOUNT?
ACCESSIBILTY
MINIMUM BALANCE
DD/ PAY ORDER
FREE CHEQUES
DEBIT CARD
CREDIT CARD
NET BANKING
MOBILE BANKING
AT PAR CHEQUE
NEFT
RTGS
9. WHICH MODE OF TRANSACTION DO YOU AVAIL FREQUENTLY?
CHEQUE
DEMAND DRAFT
PAY ORDER
DEBIT CARD
CREDIT CARD
NET BANKING

10. WHAT TYPE OF TRANSACTION YOU MAKE?

INTERCITY
INTRACITY
BOTH
11. RATE YOU EXPERIENCE ACCORDING TO UNDERSTANDING OF YOUR
PROBLEMS BY THE BANK.
POOR
GOOD
FAIR
EXCELLENT
12. RATE YOUR EXPERIENCE ACCORDING TO THE RESPONSE TIME.
POOR
GOOD
FAIR
EXCELLENT

46

13. RATE YOUR EXPERIENCE ACCORDING TO THE KNOWLEDGE OF THE

STAFF.
POOR
GOOD
FAIR
EXCELLENT

DATE ________________
PLACE_______________
SIGNATURE____________

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