Escolar Documentos
Profissional Documentos
Cultura Documentos
Titled
“BUSINESS OF AUTO LOANS THROUGH
OFF MARKETING CHANNELS”
Submitted By: -
Submitted to:-
Yashomati Goda Manish Kachhawa
MBA 3rd sem.
PREFACE
This project study has been conducted in the lieu of requirement laid down by Rajasthan
Technical University, Kota, for the degree of course of master of business administration.
Under this requirement, every student is supposed to undergo summer training in the
industrial unit or commercial organization. It enables the students to understand the
practical aspect of the conceptual studies learned by them in the commercial subject.
The present report is result of my summer training of HDFC Bank in auto loans in
Jodhpur. The topic chosen for study is Business of Auto loans through off Marketing
Channels provided By HDFC. The study was conducted at the Jodhpur branch by analyzing
the loan facility provided by HDFC and gathering information from Regional Manager and
from market surveys.
The duration of training was 45 days, during which I tried to understand the loan
process of HDFC Bank, Jodhpur Auto Loan Department by observing the actual practice
followed by bank in this regard.
An effort has been made to present this report as cohesive whole of the activities
concerning the auto loan facility provided by HDFC Bank.
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ACKNOWLEDGEMENT
It is great pleasure and privilege for me to present this Project Report titled BUSINESS OF
AUTO LOANS THROUGH OFF MARKETING CHANNELS.
I would like to express my gratitude to Mr. Himanshu Sood (Regional Manager) for having
given me an opportunity to do a project in HDFC Bank.
He has also provided valuable information to complete this work and sincere thanks
to Ms. Kavita Khichi Without whose direction and instruction the project would not have
possible. We pay regards to our parents who have been our source of inspiration and
motivation.
Finally, I am thankful to all the individuals who directly or indirectly rendered their
help in completion of this project work.
(Signature of Student)
Yashomati Goda
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CERTIFICATE
This is to certify that Miss. Yashomati Goda D/o Ratan Lal Ji Goda student of MBA 2nd
semester two year full time course, has satisfactorily completed his summer training on the
topic of BUSINESS OF AUTO LOANS THROUGH OFF MARKETING CHANNELS at
HDFC Bank. He has submitted her training project report in fulfillment of Master of Business
Administration (MBA) program by Rajasthan Technical University, Kota 2008 – 2010.
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EXECUTIVE SUMMARY
In today’s corporate and competitive world, I find that banking sector has the maximum
growth and potential as compared to the other sectors. This growth potential attracts me to
enter in this sector and HDFC BANK has given me the opportunity to work and get
experience in highly competitive and enhancing sector.
• The success story of good market share of different market organizations depends
upon the availability of the product and services near to the customer, which can be
distributed through a distribution channel.
• Marketing channels helps company in getting good market share and reach to
customer more fluently and for that all big giant in this sector of banking take help of
good marketing channels. Auto loan is a big demand in today’s era and banking
corporations also available in this sector.
• Marketing channels are the only way for a company of banking sector through which
policies and benefits of the company can be explained to the customer.
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CONTENTS
INTRODUCTION OF BANK
Banking is a base of today’s world. The bank word is too old. The origin of the word bank is
shrouded in the mystery. It is made from the word “Banchi” or from Greek word “Banque” or
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from the German word “Banch”. The first bank was established in 1148 and its name is
“CASA DE SAN GEIORGIO”.
Soon after the people realized the importance of money as a medium of exchange
they recognized the need of storing it. This safe place ultimately evolved into financial
institution that accept deposit and make loans i.e. the modern banking system. As per as
India concerned the original banking operations were in the hands of the indigenous
bankers who dominated the finance to the extended that they credit to the govt. as well.
A bank is an institution which accepts deposits withdraw by cheque and makes loan
and advances for the purpose of earning profits.
The Banking Companies Regulation Act-“The accepting, for the purpose of
lending and investment, of deposits of money from the public, repayable on demand or
otherwise, and withdraw able by cheque, draft and otherwise.”
Kinley-“Bank is an establishment which makes to individuals such advances of
money as may be required and safely made, and to which individuals entrust money when
not required by them for use.”
PROMOTOR
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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 operation is 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, a strong market reputation, large shareholder base and
unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian
environment.
BUSINESS FOCUS
HDFC Bank’s mission is to be a World-Class Indian Bank. The 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 bank’s risk appetite. The bank is committed to
maintain the highest level of ethical standards, professional integrity, corporate governance
and regulatory compliance. HDFC Bank’s business philosophy is based on four core values
– Operational Excellence, Customer Focus, Product Leadership and People.
CAPITAL STRUCTURE
The authorised capital of HDFC Bank is Rs 550 crore (Rs. 5.5 billion). The paid up capital is
Rs 424.6 crore (Rs. 4.2 billion). The HDFC Group holds 19.4% of the bank’s equity and
about 17.6% of the equity is held by the ADS Depository (in respect) of the bank’s American
Depository Shares (ADS) Issue. Roughly 28% of the equity is held by the Foreign
Institutional Investors (FIIs) and the bank has about 570,000 shareholders. The shares are
listed on the Stock Exchange, Mumbai and the National Stock Exchange. The bank’s
American Depository Shares are listed on the New York Stock Exchange (NYSE) under the
symbol ‘HDB’.
DISTRIBUTION NETWORK
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HDFC Bank is headquartered in Mumbai. The bank at present has an enviable network of
over 1229 branches spread over 444 cities across India. All branches are linked on an
online real-time basis. Customers in over 120 locations are also serviced through
Telephone Banking. The Bank’s expansion plans take into account the need to have a
presence in all major industrial and commercial 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 the centers where the NSE/BSE has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across these
cities. Moreover, HDFC Bank’s ATM network can be accessed by all domestic and
international Vise/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
MANAGEMENT
Mr. Jagdish Kapur took over as the bank’s Chairman in July 2001. Prior to this Mr. Kapur
was a Deputy Governor of the Reserve Bank of India.
The managing Director, Mr. Aditya Puri, has been a professional banker for over 25
years and before joining HDFC Bank in 1994 was heading Citibank’s operations in
Malaysia.
The Bank’s Board of Directors is composed of eminent individuals with a wealth of
experience in public policy, administration, industry and commercial banking. Senior
executives representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad head
various businesses and functions and report to the Managing Director. Given the
professional expertise of the management team and the overall focus on recruiting and
retaining the best talent in the industry, the bank believes that its people are a significant
competitive strength.
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology
and communication systems. All the bank’s branches have online connectivity, which
enables the bank to offer speedy funds transfer facilities to its customers. Multi-branches
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access is also provided to retail customers through the branch network and Automated
Teller Machines (ATMs).
The bank has made substantial efforts and investments in acquiring the best
technology available internationally, to build the infrastructure for a world class bank. The
Bank’s business is supported by scalable and robust systems which ensure that our clients
always get the finest services we offer.
The Bank has prioritised its engagement in technology and the internet as one of its
key goals and has already made significant progress in web-enabling its core businesses. In
each of its businesses, the Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market share.
SERVICES PROVIDED
HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers.
The bank’s target market ranges from large, blue-chip manufacturing companies in the
Indian corporate to small & mid-sized corporate and agri-based businesses. For these
customers, the Bank provides a wide range of commercial and transactional banking
services, including working capital finance, trade services, transactional services, cash
management, etc. The bank is also a leading provider of structured solutions, which
combine cash management services with vendor and distributor finance for facilitating
superior supply chain management for its corporate customers. Based on its superior
product delivery / service levels and strong customer orientation, the Bank has made
significant inroads into the banking consortia of a number of leading Indian corporate
including multinationals, companies from the domestic business houses and prime public
sector companies. It is recognized as a leading provider of cash management and
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The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and
delivered to the customers through the growing branch network, as well as through
alternative delivery channels like ATMs, phone Banking, Net Banking and Mobile Banking.
The HDFC Bank preferred program for high net worth individuals, the HDFC Bank
plus and the investment Advisory services programs have been designed keeping in mind
needs of customers who seek distinct financial solutions, information and advice on various
investment avenues. The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It
is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in
association with VISA (VISA Electron) and issues the MasterCard Maestro debit card as
well. The bank launched its credit card business in late 2001. The Bank is also one of the
leading players in the “merchant acquiring” business with over 50,000 point-of-sale (POS)
terminals for debit / credit cards acceptance at merchant establishments.
3. Treasury
Within this business, the bank has three main product areas – Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures. These and fine pricing on various
treasury products are provided through the bank’s Treasury team. To comply with statutory
reserve requirements, the bank is required to hold 25% of its deposits in government
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securities. The Treasury business is responsible managing the returns and market risk on
this investment portfolio.
MEANING OF LOAN
Loan means a credit facility where the money is disbursed in the beginning, mostly in one
stroke, and later on only recoveries in the forms of installments take place in the account.
Very often the two words ‘Loans’ and ‘Advance’ are interchangeably used without observing
any difference in their meanings. But there exists a fine degree of distinction between the
two words. Loan means a credit facility where the money is disbursed in the beginning,
mostly in one stroke, and later on only recoveries in the forms of installments take place in
the account. In case of ‘Advance’, credit facility is availed of as and when needed and
continuous debit and credit operations are made in the account, within the prescribed limit.
Thus, credit facilities repayable in installments are ‘loans’ and credit facilities like cash credit
and overdrafts where cheque book facility is also given ‘advances’. In case of loan, except
initial disbursal, no further debits are allowed barring interest being debited by the bank. The
account will have credit entries only by the way of recovery and balance outstanding will
gradually decline. But in case of Advance, cheque book remains with the borrower and any
number of debits and credits are permitted with in the agreed limit. In banking parlance,
mostly the deposits are payable on demand including term deposits, which too can be
discounted at any time and as such ‘Advances’ are preferred as compared to ‘Loans’ for
simple reasons that advance can be recalled on demand whilst loan will be repaid only in
installments over a long period. Although the logic of such preference is practically not
visible since the cash credit accounts are never repaid and only limits are enhanced every
year while the loans are at least paid back gradually. However, traditionally banks prefer
facilities which are payable on demand. Moreover, for granting loans, others specialized
agencies like State Financial Corporations have been promoted and they don’t sanction
advances.
TYPES OF LOANS
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Banks grant loans for different periods- short, medium and long, and for different purposes.
Broadly, the loans granted by banks are classified as Error! Bookmark not defined.
Short term loans are granted to meet the working capital needs of the borrowers. These
loans are granted for granted less than a year. These loans are granted against the security
of tangible assets- mainly the movable assets like goods and commodities, share,
debentures etc. since April, 1995 reserve Bank of India has made in mandatory for the
banks to grant a portion of bank credit to big customers in the form of loans, which may be
the various maturities. The reserve bank of India has also permitted the banks to roll over
such loans, i.e., to extent loan for another period at the expiry of the tenor of the first loan.
Medium and long term loans are usually called ‘Term Loan’. Medium terms loans are
granted for more than a year and less than three years and long term loans are granted for
more than three years and are meant for purchase of capital assets for the establishment of
new units and for expansion or diversification of an existing unit. Bank usually grants such
loans together with specialized financial institutions like Industrial Finance Corporation of
India, Industrial Credit and Investment Corporation of India etc.
3. Bridge loans
Bridge loans are essentially short term loans which are granted to industrial undertakings to
meet their urgent and essential needs during the period when formalities for availing of the
term loan sanctioned by financial institutions are being fulfilled or necessary steps are being
taken to raise funds from the capital market. These loans are granted by banks or by
financial institutions themselves and are automatically repaid out of amount of the term loan
or the funds raised in the capital market.
4. Composite loan
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When a loan is granted both for buying capital assets and for working capital purposes it is
called a composite loan. Such loans are usually granted to small borrowers, such as
artisans, farmers, small industries etc.
5. Consumption loan
Though normally banks provide loans for productive purposes only, but as an exception
loans are also granted on a limited scale to meet the medical needs or the educational
expenses relating the marriages and other social ceremonies etc. of the needy persons.
Such loans are called consumption loans.
OBJECTIVES OF STUDY
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• To know the various requirements fulfilled by customers to get from HDFC bank.
• To study the various facilities provided by HDFC bank to customers for taking loans.
• Recommend the valuable suggestion which may increase the faith of new customers.
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• Home Loans
• Personal loan
• Car loan
• Two wheeler loan
• Commercial Vehicle loan
• Loan against securities
• Farm Equity Loans
• Construction Equipment loan
• Office Equipment loan
• Medical Equipment loan
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PRODUCT OFFERINGS
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Car N Cash:
Refinance on your existing car
APPLICATION PROCESS
• The applicant may contact the nearest HDFC Bank branch for the
best deal available on the car of his choice.
• The applicant need not visit HDFC Bank for documentation. The
documents may be handed over the HDFC Bank direct marketing associate/ dealer he
is dealing with.
• If applicant wish to cancel his loan application and the loan has not
yet been disbursed, no letter is required. But if the loan has been disbursed, a letter is
requirement requesting for cancellation of the loan.
• The applicant can apply for another loan and HDFC Bank shall
sanction the loan based to verify applicant status, contact the representative who is
processing his loan application.
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DOCUMENTATION REQUIRED
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Others No Income
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AQB of 1.5 time of the EMI banking with with vintage > 3 months
AQB of 2 times AQB of 1 time and 1.5
of the EMI time respectively
LTV 75% for 36 month 70% for 36 No deviation
65% for 37 to 60 mts month
60% for 37 to 60
months
Maximum loan 3 lacs for A1 and A2 3 lacs for A1 No deviation
amt. 4 lacs for A3 and A2
4 lacs for A3
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Please Note: For co-applicant also all the above has to be done
Status of the CPV will be based on all the factors mentioned below:
Please Note: Observations on Negative Area & HRP ½ would not result in the CPV
being termed as negative. In all such cases, the agency to highlight the observations –
but mark the CPV based on the above criteria only. For negative area cases, as
highlighted by CPV agency, the policy for negative area will be applicable. The CPV
agency should also provide information on the usage of the asset (Personal or
commercial) and if the asset is for commercial use, the fleet size (no. of vehicles) of the
operator should also be provided.
In cases where the CPV is marked as negative the below mentioned deviation grid will be
applicable
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CPV Waivers
The CPV can be waived for cases meeting norms as mentioned below:
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There should not be any instances of cheque book returned (or) statement
returned instance of address not confirmed.
The address in the bank statement / Finware should match with any one the
address – residence / office in the application form.
For internal asset customer following conditions should be met for CPV
waivers if the loan is live
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The match should be a good match of an installment loan with at least a 12 month
vintage and loan amount to be >=50% of the applied loan amount,
Any one of address – residence/office in the application form should match one of the
last two addresses in the CIBIL report.
Contact ability
Segment Residence/ office Job/Business Contractibility
stability stability
F4 Hotkey NA NA • Landline /
WLL at residence
is required Or post
paid mobile in the
name of applicant.
• Landline /
WLL of office is
required.
Repayment • 2 yrs at current • Salaried- 2 yrs Landline / WLL at
residence. in current job residence is required
• Not Applicable: • Not applicable – or post paid mobile in
• If residence is If working for the name of applicant
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5 yrs in business
Repayment
Definition
• The repayment should be from the Banks, NBFC or Financial institution, who
share customer database with CIBIL.
• Valid repayment proof – CIBIL, Statement of account, 12 months Bank EMI debit
• Loan should not have been completed before 18 months prior to the date of
application
• There should not be more than 1 bounces in the last 12 months of the loan tenor
• It should not have been more than once 30 days past due and should be current if
live.
Repayment – Policy
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Definition:
The eligible borrower segment should have cash profit in the current year and earlier losses
should not be more the capital (Subscribed share capital + reserves and surplus)
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Please Note: For Multiple cars – POS of all EMI obligations – only installment loans to be
considered (Banks, NBFC or any other – as evidenced by CIBIL / Bank statement) including
the current borrowing to be less than 6 times of the annual income.
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CPV Policy
CPV Grid
• Residence verification
• Office/Business Verification
• Tele verification – Residence
• Tele verification – Office
• Directory check
For cases with co-applicants, the verification is to be done as detailed above for the co-
applicant also.
CPV Walvers
For the cases meeting the following norms, the verifications can be waived:
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• There should not be any instances of cheque book returned (or_ statement returned
instance of address not confirmed.)
• The address in the bank statement / Finware should match with any one the address
residence/office in the application form
For internal asset customer following conditions should be met for CPV waivers if
the loan is live:
For all cases where CPV has been waived, and TVR is negative, both CPV’s to be done &
the same would be treated as per the normal CPV policy.
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CPV Criteria
Observation on Negative Area & HRP ½ would not result in the CPV being termed as
negative in all such cases, the agency to highlight the observations – but mark the CPV
based on the above criteria only. For negative area cases, as highlighted by CPV agency,
the policy for negative area will be applicable. The CPV agency should also provide
information on the usage of the asset (personal or commercial) and if the assets for
commercial use, the fleet size (no. of vehicles) of the operator should also be provided.
In cases where the CPV is marked as negative basis failure on one of the above criteria, the
deviation grid for the same would be as detailed below:
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In cases where the CPV is marked as negative the below mentioned deviation grid will be
applicable
Within these broad guidelines, the CPV policy would be rolled out for each region – and any
changes to that would be authorized by the regional credit head. Any change to above
parameters would require PRH approval.
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CPV requirement:
1. Telephone verification:
2. Residence CPVs:
• For private limited companies, residence CPV of the director being taken as
guarantor would be required. In a public Limited co., residence CPV of a director
is not required but when the director is taken as a guarantor the same will be
required.
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3. If the CPV has been done by a Credit Manager/CPA manager, then a CPV sheet
needs to be duly filled by the concerned officer. Such a sheet can be taken in
addition to the regular CPV but not in lieu of the same. The same would need to
be reviewed.
4. Reference checks through TVR
5. In the case of salaried customers telephonic CPV at the office address has been
made mandatory or HR confirmation mail marked to Credit / Ops in the originating
mail. Since in the case of salaried business CPV cannot be conducted, such a
telephonic CPV will ad act a good surrogate to determine the existence/continuity
of the employment of the customer PL cat A list to be attached.
OBJECTIVE
The objective of CPV policy is to serve as a guide and reference point for Auto CPV
agencies, CP’V stands for CONTACT POINT VERIFICATION.
Purpose
CPV is a very critical tool and only physical touch point in the transaction to determine
whether to lend to the applicant, based on certain sub criteria as mentioned below:
Collections Perspective:
CPV agency is expected to deliver quality service while collecting information on the above.
Service delivery parameters essentially cover the following aspects:
The following pages will detail various processes that are to be followed. The agency
proprietor/ supervisor will be responsible for management of day to day activities including
telecalling, field activities, data collation, data entry, report accuracy and general
administration.
Scope of policy:
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CPV Guidelines
Residence Verification
on weekends
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Business Verification
firms confirms
HO/Branch Address
Note:
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identity Dealer No
Permanent / parents /
In Laws Residence
Confirmation of Positive Response to Applicant says not interested /
Application CPV Applied
Not interested due to Details do not tally
repeated verification Colleague Refused to Provide
Details
Profile NTP Biz / Salaried
CPV Waiver
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Conditions
1. For internal liability customer minimum account vintage should be 3 months and
there should be minimum six transactions in last 3 months excluding interest and any
other charges debited or credit in the account.
There should not be any instances of cheque book returned (or) statement
returned instance of address not confirmed.
The address in the bank statement / Finware should match with the address in
the application form
2. Internal asset customer following conditions should be met for CPV waivers.
Account should be live at the time of new loan origination.
The address in finnone should match with the address in the application form
The address in the CIBIL report should match with the application form
The proof of the same should be in the file.
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Interpretation of CPV:
Base don above criteria on each of the parameters over all status of the CPV
report has to be marked positive/Neutral/Negative
Positive:
Negative:
Customer and Address doesn’t exists (or) does not live there
Negative feedback on profile & reputation parameters in the grid
Below are the minimum credit parameters which are required at the time of Login.
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Customer should have cash profit in the current year and earlier losses should not
be more than the capital (subscribed share capital + Reserves and surplus).
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4. Salaried-Big corporate
Applicant should be employed with super CAT A/ CAT A/ CAT B/ CSA holder with
HDFC bank with 6 consecutive salary credits are eligible.
If applicant is not working at above companies but if blood relatives (parents,
spouse or children) are employed with above companies and stands as co
applicant then can be logged in with income of co applicant.
5. Premium cars
Minimum annual income should be 7.5 lac for salaried and Rs 5 Lac for others
Repayment of ½ of proposed loan or salaried having credit card limit of 3 lac
documentary proof should be there.
Bank statement should be provided at the time of login.
6. Deep geography
Vehicle segment under this category should be A1, A2, A3, A4 and MUV no other
vehicle should be logged in.
Land line and resident and office mandatory
Resident ownership proof mandatory
Banking with 3 Months statement at the time of login
7. Taxi Segment
Salaried employees file under this program should not be logged in.
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Only eligible models A1, A2 and A3 should come for logged in with cap on Max
Loan amount and LTV should be adhere.
6 month bank statement should be provided at the time of logged in.
Appl. Should come for eligible vehicle segment A1,A2,A3,A4 and MUV
Repayment mandatory for HRP 2
Min age norms of 25 yrs for salaried and>30 yrs for self employed should
adhere.
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OFF MARKETING CHANNELS are basically involve into their primary business or
profession like Chartered accountants, stock Brokers and as an extra source of income they
work as the channel partners for different companies or financial institutes by selling their
different products. E.g. Loan investment etc. to their own existing customer base.
This leads to a two way benefit both to the channels as well as the companies they
are associated to. For these channels it is an extra source of income for which they need to
search customers as they are existing customers for the financial institutes. Resulting it
leads to a low cost business as they need not to pay high commission to these channels
and most importantly it gives a non delinquent customer base to these institutes.
1. KARVY
2. ANAND RATHI SECURITIES
3. HDFC LTD.
4. BAJAJ CAPITAL
5. CHARTERED ACCOUNTANTS
CHARTERED ACCOUNTANTS
Benefits
cost efficient
Business gained is at low cost as compared to marketing channels.
Commission given to marketing channels is near about 4-5% whereas in the
case of off-marketing channels it is about 2%.
More clientage
High profile clientage
Good business
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ANALYSIS OF SURVEY
MAY
JUNE
CONCLUSION
As the result of the survey, a positive feedback was observed. The CA’s are excited by
the new avenues of the income. According to them it gave them an effortless extra
source of income on one side and also helps them to strengthen their relationship with
existing customers.
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The customers are also benefited with this venture as previously they had to deal
with the dealers but now they can avail the products and services with the help of the
type between the bank and the channel. Moreover this also gives an additional customer
base to these channels as they get references from their existing customers who avail
these services.
CA’s are happy to be a channel of the bank. They showed excitement and
satisfaction towards the work process and the services of HDFC. In total to sum up it can
be said that this new channel policy seems to be beneficial and fruitful for all the three
parties i.e. company, channel and customers.
SWOT ANALYSIS
STRENGTHS
Low in cost
Quality business
High profile clients
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WEAKNESS
OPPURTUNITY
THREAT
Delinquency control
Collateral on records.
SUGGESTIONS
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The customers should be comfortable while taking loans as compared other banks.
BIBLIOGRAPHY
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www.HDFCBank.com
www.google.com
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