HDFC

INDEX
Chapter
1
2
3
4
5
7
8
9
10
11
Particulars
Introduction
Objectives of the Project
Scope of Project :
a. Organization point of view
Theoretical Background of the Topic
Company Profile :
a. History of Organization
b. Organization Chart
c. Product Profile
Research Methodology :
a. Methods Used
b. Sources of Data
c. Data collection
d. Tools used for Analysis
Data Interpretation & Analysis
Findings / Observations
Suggestions / Recommendations
Limitations
Annexure :
- Bibliography
Questionnaire
Nomenclature & List of Abbreviations
Page No.
INTRODUCTION
At present if we see the market situation condition is growing everywhere. To survive
In the competition changes are important and it is also important in marketing. A successful
Marketer is one who has the ability to observe change and recognize and exploit the
opportunity that it has offer in changing market environment. Every time a customer
approaches your business they arrive with expectations it may be related to services offered
or new product development.
Banking sector also suffer from all these. In group of service generating industries, we find
banking services occupying a place of outstanding significance. Banking industry plays a
vital role in our economic development. Banks plays an important role in Indias planning
efforts to bring about rapid, purposeful, positive and significant change in the development of
banking sector.
Marketing of bank services is considered as a major service in service industry, which is
concerned with Product, Place, Price, Promotion and peoples decision in changing socioeconomic and
business environment. To create long term customer relationship by providing good services to
customer is difficult task.
.
NEED FOR THIS STUDY

Banking sector plays vital role in Indian economy. Then need for the study of market segmentation.
Pune district comes under developing area. I study the area of Chakan in Pune. In this area various
companies start business. When business start its require to banking facilities.
BRIEF SUMMARY
The title of my project is Market Segmentation towards Current Account in HDFC Bank. The name
of the company in which I did my project is HDFC Bank. I selected this company because banking
sector is growing sector and it has many opportunities in the near future . Fortunately I have got a
chance to work with HDFC Bank.
The objective of this is to know market segmentation of current account , from customer
perspective. To determine the potential of current account product of HDFC Bank. Take reference the
existing customer to find out how people are aware of the service of the firm.
The need for the company to this project aroused to the fact that the company wanted to see
itself how it hold its product in the mind set the people their perception for current account and other
requirement . HDFC Bank had divided various areas to create awareness to get feedback from the
prospects and its advisors. But, here to know the direct feedback questionnaires and interview method
was adopted.
The data base of two hundred customer / companies linked with current account of the
company has been given to me, with in whom I have about the reaction about the customer towards
this plan I used to go to the customers at their respective address prior appointments and fill up the
Questionnaire form.
The survey was conducted at all area of Chakan in Pune district. The survey was conducted
with the help of Questionnaire. The Questionnaire included all the necessary questions. Which covered
all the areas necessary to achieve objective of project.
The field area which was included in my project work was around sixty days. It was a great
experience and helped me greatly in understanding the market. The people approached, gave an
excellent response, though some people work reluctant to respond. I tried my best to convince the
people in order to get reliable and unbiased information. The primary problem was to secure
appointments of the executives at high managerial designation in most of the organization. The survey
required immense perseverance and patience on my behalf and I am glad I was able to achieve the
information from the respondents.
The on the job training has given me a good healthy corporate experience. The main focus was
on the suggestion of customers as they are the people who are directly related in the growth of
company, and also to know the procedure of making new customer along with the knowledge of
product of the company.
SCOPE OF STUDY
Banking sector has been undergoing a transformation, especially with regards to competition,
technological advancement and innovation. So the Scope of the study is cover in following areas
ORGANISATION POINT OF VIEW
To develop good service to the customer.

To apply greater marketing energy or force to a subset of the market.
It will be easy to estimate the total divide of industry in Manufacturing, Service and transports.
To know the which policies should be implemented and decided by bank to increases its market
share.
It involves gathering, analyzing, processing and interpreting the information to help the
management to understand and identify the problem , opportunities, marketing strategy and
segmentation and develop the course of action to achieve the banking objectives.
To offer right service to right person at right time, and at reasonable cost.
COMPANY PROFILE
HOUSING DEVELOPMENT FINANCE CORPORATION

BANK
HDFC Bank is a leading network private bank in India, have branches across all
over in India.This is HDFC branch located at Pune- Nashik Highway, Talegaon
Chowk, Chakan, Pune
COMPANY PROFILE
Banking Industry
A banking company in India has been defined in the Banking companies Act, 1949 as
one which transacts the business of banking which means the accepting, for the purpose of
lending or investment, of deposits of money from the public, repayable on demand or
otherwise and withdrawals by cheque, draft, order or otherwise.
Banking is an important element of economys Indian banking system overt past few
decades, it has played very effective role in mobilization of savings of the economy ,spreading
in banking habit to the furthest corner of the country and large entrepreneurial base. Indian
banks have multiplied their activities in volume, variety and geographical base to meet the
growing needs of the society. The old methods and techniques replaced by new techniques of
viability need based formation of finance schemes and marketing.
Instead of working for profits, they are required to participate in nation building
activitiesand help in bringing socio economic change.
Banks are new centre of trade, commerce and business in a country. Banking plays a
veryimportant role in the economic development of all nation of the world. Industrial
revolution that took place in the economic development of all nations of the world.
Industrial revolution that took place in European countries in 18th and 19th centuries
would not have taken place without the evolution of good banking system. Banking is life
blood of modern commerce.
It is very important to study the concept of services as banks are categorized into service
sector: service as deeds, processes and performances. The service sector of an economy is
going through a period of almost revolutionary proportion in which established ways of doing
business continue to be shunted aside. The banking system in India constitutes the core of the
financial sector. It plays a significant role in the process of economic growth of the country. Its
efficiency and development thus are vital for the countrys economic progress. Commercial
banks are
the hub of the Indian financial system. Indian commercial banks are organized as the joint
stock banks, both in the public sector and private sector.
Public sector banks

Banking is one of the most important elements of economy. Indian banking system over
past few decades has played a very effective role in mobilization of savings of the economy
spreading in banking habit to the furthest corner of the country and enlarged entrepreneurial
base. Indian banks have multiplied their activities in volume variety and geographical coverage
to meet the growing needs of society, the old methods and techniques of viability growth based
formation of finance schemes of marketing. Instead of working for profits, they are required to
participate in the nation building activities and help in bringing socio-economic change.
Banking transactions carried on by any individual or firm engaged in providing financial
services to consumers, businesses or government enterprises. In the broad sense, a bank is a
financial intermediary that performs one or more of the following functions: safeguards and
transfer of funds, guarantees credit worthiness and exchange money. Such institutions as
commercial banks, central banks, organizational banks, trust companies, finance companies,
life insurers and investment bankers provide these services. A normal end mean common
definition of a bank is a financial intermediary that accepts, transfer and most important creates
deposits. This includes such deposits institutes as central banks, commercial banks, savings and
loan associates and mutual savings bank.
Banks are most frequently organized in corporate form and owned by either private
individual, government interests. Although non corporate bank that single proprietorship and
partnership are find in other countries since 1863 all federally chartered bank in the US must
be corporations. Only a few states permit formation of non corporate bank. All countries
subject their banks, however owned to government regulations and supervision, normally
implemented by central banks authorities. Bank in India should develop appropriate strategy
and ensure proper marketing strategy and mistaking into account the economic, cultural, legal
and political environment. As toady in the changes word the needs are changed as regards to
bank as foreign players .Marketing concept should be followed where we talk about 4 Ps
marketing tools in regards to banks; we should include to more 2 Ps more, People and
Procedures as well An introduction of ATM 24 hours online banking transactions etc their goal
should not be of profit it should be growth and development with profit The service sector of
the economy is going through a period of almost revolutionary proportions in which
established ways of doing business continue to be shunted aside. It has been said that the only
person in the world who appreciates changes is wet baby.
The service sector can be best characterized by its diversity. Service organization range
insize from huge International Corporation in such fields as airlines, banking,
insurance,telecommunications, and hotel chain and freight transportation to a vast array of
locallyowned and operated small business and numerous business to business services. As
currently defined by the government statistics, services account for the two third to three
quarters of the gross national product. Not only in US but also in many other highly develop
industrial nations.
In the banking and financial services business: this area comprises many different types of
businesses, commercial and retail, with a common denomination, of being in business to help
customer to make or manage money. A high level of trust is implicit and is even more critical
in the wake of the savings and loan scandals of the 1980s. The retail banking industry has
found its historic image of aloofness, a management The public sector banks largely dominate
the Indian banking industry. These banks till early 90s were involved in the traditional banking
business of deposits and credit lending.They performed a supporting role in the overall growth
of economy. While most of these banks used to focus on growth of balance-sheet profitability
was not a significant competition. In most of the banks government has holding of 100%
whereas in the few banks the state has fallen because of public issue in the post liberalization
period. Some
of other leading banks in the segment also proposed to come out with an equity issue to
raise further capital. The public sector banks have a strong distribution network all over the
country. But the strength of earlier periods has now coming out with VRS to bring down
number of employees and improve their efficiency ratio. The public sector banks still control a
major share in banking operation of the country.
Private sector Banks

The banking regulation act was amended in 1993 permitting the entry of new private
sector banks. The act also specified certain criteria for establishing new private sector banks.
The criteria are as follows1. the banks should have a minimum net worth of Rs. 1 billion
2. The promoters holding should be minimum 25% of paid up capital.
The last decade witnessed the maturity of Indias financial markets. Since 1991, every
governments of India took major steps in reforming the financial sector of the country.
The important achievements in the following fields are achieved in following heads:
Financial Markets
In the last decade, private sector banks / institutions played an important role. They
grew rapidly in commercial banking and asset management business. With the openings in the
insurance sector for these institutions, they started making debt in the market.
Regulators
The Finance Ministry continuously formulated major policies in the field of financial
sector of the country. The Government accepted the important role of regulators. The Reserve
Bank of India (RBI) has become more independent. Opinions are also that there should be a
super- regulator for the financial services sector instead of multiplicity of regulators.
The banking system

Almost 80% of the business is still controlled by the Public Sector Banks (PSBs). PSB
are still dominating the commercial banking system. Shares of the leading PSBs are already
listed on the stock exchanges.
The RBI has given licenses to new private sector banks as part of the liberalization
process. The RBI has also been granting licenses to industrial houses. Many banks are
successfully running in the consumer segments, industrial finance, retail trade, small business
and agriculture finances.
Overall approach to reforms

The last ten years have seen major improvements in the working of various financial
market participants. The government and the regulatory authorities followed the step by step
approach, not a bang one. The entry of foreign banks has assisted in the introduction of
international practices and systems. On the whole, the cumulative effect of the developments
since 1991 has been quite encouraging.
Deregulation of Banking System

In order to reach the stipulated capital adequacy norms, substantial capital were
provided by the Government and RBI.
Government pre-emption of banks resources through statutory liquidity ratio (SLR) and
cash reserve ratio (CRR) brought down in steps. Interest rates on the deposits and lending sides
almost entirely were deregulated.
New private sector banks allowed promoting and encouraging competition. PSBs were
encouraged to approach the public for raising resources. Recovery of debts due to banks and
the Financial Institutions Act 1993 were passed, and special recovery tribunals set up to
facilitate quicker recovery of loan arrears.
Consolidation imperative
Another aspect of the financial sector reforms in India is the consolidation of existing
institutions which is especially applicable to the commercial banks. In India the banks are huge
quantity. First, there is no need for 27 PSBs with branches all over India. A number of them
can be merged. The merger of Punjab National Bank and New Bank of India was difficult one,
but the situation is different now. No one expected so many employees to take voluntary
retirement from PSBs, which at one time were much sought after jobs. Private sector banks
will be self consolidated while co-operative and rural banks will encouraged for consolidation,
and anyway play only a niche role.
Global Competencies
The progress and growth of Indian banking sector is in the line with the twin objective
of financial stability and growth. Banking in India has increased its size by capitalizing on all
the business opportunity available. The capital adequacy ratio of Indian banks has increased
and is now in a much better position in relation to the other emerging market economies. The
ratio is well in line with the proposed new Basel norms. Several banks raised capital and some
more banks are on the way.
Guidelines and Governance

Meeting capital adequacy norms in the recent times gained importance with the deadline
for the implementation of Basel II Accord approaching closer. The average Capital Adequacy
Ratio (CAR) of Indian banks stood at 12.8% at March 31, 2005, much above the prescribed
norms. In order to enhance capital adequacy ratio, seven banks including ICICI bank and
Punjab National bank, have raised capital in primary markets to the tune of Rs.12, 000 crores
during the year 2005. it has been decided that banks which have maintained capital at least 9%
of the risk weighted assets for both credit risk and market risks of both Held For Trade(HFT)
and Available For Sale(AFT) categories as on March 31, 2006, would be permitted to treat
the entire balance in the Investment Fluctuation Reserve as tier-I capital. This will help banks
to enhance their CAR. Reserve bank Of India (RBI) has given guidelines to have minimum net
worth of Rs. 300 crores for private banks.
New guidelines have been introduced in the Indian banking system to measure up to the
international banking practices. The Indian Bankers Association (IBA) has come up with Fair
Practices Code to improve corporate governance. Banks in India should now explicitly state
their governance philosophy in their Annual Reports as part of Notes on Accounts to their
balance sheets. Risk based supervision was introduced in some selected banks. Guidelines have
been issued to banks not to outsource core-banking functions.Emphasis has been placed on the
role of bank boards. In a move to give freedom in thefunctioning of private banks, RBI has
withdrawn its nominee directors from almost all the private sector banks. Amendments have
also been proposed to remove the provisions of having nominated officers of RBI in public
sector banks in order to bring their functioning at par with private banks.
Governments shareholding in several Public Sector Banks (PSBs) reached close to
51%. To continue governments stipulated minimum shareholding in PSBs, the finance
ministry asked the RBI to come up with the guidelines on hybrid instruments, which can be
treated as capital.
Performance
The year 2005 has been good for the Indian banking. There was robust growth in
creditflow during the year. Credit deposit ratio increased by more than 10% and substantialpart
of the banks commercial credit went to large borrowers at sub-PLR rates.
Government wants to further push up the loan to GDP ratio from 43% to 50%. The most
significant jump in credit was to real estate sector. Credit to agriculture has been in line
with the governments objective of doubling its credit in the coming five years.The banking
industry has managed to improve its operating profit ratio by reducing its operating costs/staff
expenses. The asset quality in Indian banking sector has shown considerable improvement. The
gross Non Performing Assets (NPAs) to advances ratio for the sector declined to 5% in FY05
from 16% in FY97 The Indian banking has improved efficiency in its operations. Cost to
income has come down. Interest income of the entire banking sector has increased. The return
on assets of the foreign banks have
been highest, followed by the private sector banks. Revenue sources of banks been diversified.
They have entered into the business of selling thirdparty products to increase their income.
Banks are trying to increase fee-based income as interest income continues to be under
pressure and profits from tradi8ng keep declining.
Investments in Statutory Liquidity Ratio (SLR) securities of banks have declined
however, the ratio is in excess of the statutory limit. RBI reduced the reverse repo rate during
the year to direct the funds to the needed areas. Most of the investments held by private sector
banks were in the maturity bucket of a less than a year while the public sector banks
investments were ranging from one-year to five-year maturity buckets.
At the same time, technological development in the sector helped the banks in
diversifying their business activities to offer different services to customers. Introduction of
core banking solutions has enabled the banks to segregate the credit sourcing (front office) and
appraisal (back office) functions. Many banks will aggressively position themselves on an end-
to-end solution. The total Real Time Gross Settlement (RTGS) transactions increased from
1,91,792 in March 2005 to 3,84,176 in September 2005.
Merger and Acquisitions

The banking industry saw some consolidation during the year. There was the reverse merger of
IDBI with IDBI Bank, and Centurion Bank of Punjab was created through the merger of Bank
of Punjab with centurion Bank and again Centurion bank of Punjab merger with HDFC Bank.
SBI has a network of 60 overseas offices spread over 29 countries. The bank has
acquired 76% stake worth $6 million in closely held PT Bank IndoMonex, securing a foothold
in Indonesia ,and a similar stake in Kenyas Giro Commercial Bank ltd. In February 2005, it
acquired a 51% of the Mauritius based Indian Ocean International Bank Ltd. And it also gained
permission to set up branches in Saudi Arabia. It has also merged its subsidiary-IndoNigerian
Bank-with a local bank, Nal Bank. The SBI has also stated to start its retail business in
Shanghai later this year.
ICICI Bank in a span of just four years has emerged as retail banking behemoth. The
bank in order to increase its presence overseas has acquired a Russian bank,
InvestitsionnoKredimy Bank, also aims to take advantage of increased presence of the Indian
corporates in Russia and South Africa. The bank is also planning to make Bahrain its hub
especially for trading in commodities. It has emerged as the largest seller of bad loans to the
Asset Reconstruction Company of India.
Punjab National Bank will shortly be converting its representative offices in London
into a subsidiary unit. PNB is in the process of initiating internal discussions to plan and
identify acquisition of banks overseas. PNB has targeted to disburse loans to the tune of
Rs.8,000 crores in retail segment by the end of this fiscal as against the total retail loan
disbursement of Rs. 6,500 crores during the last fiscal.
Way forward
The future of banking sector looks bright. A few more Indian banks are interested in
starting overseas operations, either by starting by starting their representative offices of by the
opening branches abroad. Till October 2005, 14 Indian banks had overseas operations spread
across 42 countries. Apart from global expansion, banks will also augment their domestic
lending to agriculture as per the government directions. Banks started designing new programs
such as No frills accounts to reach a large number of customers in rural areas where they can
maintain zero balance. Several banks have already started this no frills accounts.
As more and more infrastructure projects are expected to come up, banks will find
themselves ncreasingly invested in that sector. The share of equity as funding route
forcompanies is bound to grow as capital market looks growing and number of new public
offerings are rising. Banking sector is expected to raise the funds to the tune of Rs. 600 billion
over the next five years to push up the loans to GDP ratio. Several banks including Central
Bank, Union Bank, Bank of India and South Indian Bank plan to hit the primary market to
comply with capital requirement norms. Dena Bank that raised the capital last year is expected
to hit the capital market again this year.
The increase in ratios such as Credit Deposit Ratio and Capital Adequacy Ratio and
decrease in Gross NPAs to deposits indicate that banks would improve their financial position
in future. As economy is set to grow at a healthy rate, more and more infrastructure
development is set to take place, and Indian banking sector is expected to play an important
role in the same.
HDFC BANK HISTORY:
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 the RBI's 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.
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, a strong
market reputation, large shareholder base and unique consumer franchise, HDFC was
ideally positioned to promote a bank in the Indian environment.
.
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.
As on 30th June, 2010 the authorized share capital of the Bank is Rs. 550 crore. The
paid-up capital as on said date is Rs. 459,69,07,030/- (45,96,90,703 equity shares of
Rs. 10/- each). The HDFC Group holds 23.63 % of the Bank's equity and about 17.05
% of the equity is held by the ADS Depository (in respect of the bank's American
Depository Shares (ADS) Issue). 27.45% of the equity is held by Foreign Institutional
Investors (FIIs) and the Bank has about 4,33,078 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed
on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's
Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under
ISIN No US40415F2002.
HDFC Bank headquartered is in Mumbai. The Bank at present has an enviable network of
over1229 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 Visa/MasterCard, Visa
Electron/Maestro, Plus/Cirrus and American
Express Credit/Charge cardholders
STRONG NATIONAL NETWORK WORK PLACE TRANSFORMATION FIVE

S PART OF KAIZEN
Focus on effective work place organization believe in
Small changes lead to large improvement
Every successful organization have their own strategy to win the race in the competitive
market.
They use some technique and methodology for smooth running of business. HDFC BANK also
acquired the Japanese technique for smooth running of work and effective work place
organization.
Five S Part of Kaizen is the technique which is used in the bank for easy and systematic
work place and eliminating unnecessary things from the work place.
BENEFIT OF FIVE S
It can be started immediately.

Every one has to participate.
Five S is an entirely people driven initiatives.
Brings in concept of ownership.
All wastage are made visible.
FIVE S
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1. SORT:
It focus on eliminating unnecessary items from the work place. It is excellent way to free up
valuable floor space. It segregate items as per require and wanted.

2. SYSTEMATIZE:
Systematize is focus on efficient and effective Storage method. That means it identify,
organizeand arrange retrieval. It largely focus on good labeling and identification practices.
Objective: A place for everything and everything in its place.
3. SPIC- n - SPAN:
Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of
ownership.
4. STANDERDIZE:
It focuses on simplification and standardization. It involves standard rules and policies. It
establish checklist to facilitate autonomous maintenance of workplace. It assigns
responsibilityfor doing various jobs and decides on Five S frequency.
5. SUSTAIN:
It focuses on defining a new status and standard of organized work place. Sustain means
regulartraining to maintain standards developed under S-4. It brings in self- discipline and
commitmenttowards workplace organization.
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different
file.Due to this everyone aware about their particular color file which is coding on it and they
savetheir valuable time. It is a part of Kaizen and also included in the system of the Five S.
Logicbehind it that, the color coding are always differentiate the things from the similar one.
HUMAN RESOURCES
The Banks staffing needscontinued to increaseduring the year
DEPARTMENT
1)Welcome Desk
2)Personal Banker
3)Teller
4)Relationship Manager
5)Branch Manager
6)Demat
7)Others
particularly in the retail banking businesses in line with the business growth. Total
number of employees increased from 14878 as of March31, 2006 to 21477 as of March 31,
2008.The Bank continues to focus on training its employees on a continuing basis, both on the
job and through training programs conducted by internal and external faculty.
The Bank has consistently believed that broader employee ownership of its shares has a
positive impact on its performance and employee motivation. The Banks employee stock
option scheme so far covers around 9000 employees.
MANAGEMENT
Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr.
Capoor 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
businessesand functions and report to the Managing Director. Given the professional expertise
of themanagement 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-branch
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
technologyavailable 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 finestservices we offer. The Bank has prioritized its engagement in technology
and the internet as oneof its key goals and has already made significant progress in webenabling its core businesses. Ineach of its businesses, the Bank has succeeded in leveraging its
market position, expertise andtechnology to create a competitive advantage and build market
share.
HDFC BANK business strategy emphasizes the following:

Increase market share in Indias expanding banking and financial services industry byfollowing
a disciplined growth strategy focusing on quality and not on quantity and deliveringhigh
quality customer service. Leverage our technology platform and open scaleable systems
todeliver more products to more customers and to control operating costs. Maintain current
highstandards for asset quality through disciplined credit risk management.Develope
innovativeproducts and services that attract the targeted customers and address inefficiencies in
the Indianfinancial sector. Continue to develop products and services that reduce banks cost of
funds.
Focus on high earnings growth with low volatility.
PRODUCT SCOPE:
HDFC Bank offers a bunch of products and services to meet the every need of the
people. The company cares for both, individuals as well as corporate and small and medium
enterprises. For individuals, the company has a range accounts, investment, and pension
scheme, different types of loans and cards that assist the customers. The customers can choose
the suitable one from a range of products which will suit their life-stage and needs. For
organizations the company has a host of customized solutions that range from funded services,
Non-funded services, Value addition services, Mutual fund etc. These affordable plans apart
from providing long term value to the employees help in enhancing goodwill of the company.
The products of the company are categorized into various sections which are as follows:
Accounts and deposits.
Loans.
Investments and Insurance.
Forex and payment services.
Cards.
Customer center.
2009
Asia Money 2009 Awards 'Best Domestic Bank in India'
IBA Banking Technology Awards 2009 'Best IT Governance Award - Runner up'
Global Finance Award 'Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008 'Best IT Governance and
Value Delivery'
Asian Banker Excellence in Retail
Financial Services
'Asian Banker Best Retail
Bank in India Award 2009 '
2008
Finance Asia Country Awards for
Achievement 2008
'Best Bank and Best Cash

Management Bank
'
CNN-IBN
'Indian of the Year (Business)' Nasscom IT User Award 2008
'Best IT Adoption in the Banking Sector' Business India

'Best Bank 2008' Forbes Asia
Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail
Financial Services
Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates Microsoft
& Indian Express Group.
Security Strategist Award 2008
World Trade Center Award of honour For outstanding contribution to
international trade services. Business Today-Monitor Group survey
One of India's "Most Innovative Companies" Financial Express-Ernst & Young Award
Best Bank Award in the Private Sector category 2007
Dun & Bradstreet American Express Corporate Best Bank Award 2007
'Corporate Best Bank' Award
The Bombay Stock Exchange and Nasscom Foundation's Business for Social
Responsibility Awards 2007
'Best Corporate Social Responsibility Practice' Award
Outlook Money & NDTV Profit Best Bank Award in the Private sector category.
The Asian Banker Excellence in Retail Financial Services Awards.
Best Retail Bank in India Asian Banker
Our Managing Director Aditya Puri wins the Leadership Achievement
Award for India
2.5 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 The
Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and approved,
subject to due diligence, the share swap ratio for the proposed merger of Centurion Bank of
Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of
one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab. The combined
entity would have a nationwide network of 1,148 branches (the largest amongst private sector
Banks) a strong deposit base of around Rs. 1,200 billion and net advances of around Rs.
850billion. The balance sheet size of the combined entity would be over Rs. 1,500 billion.
Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, We were
amongst the first to get a banking license, the first to do a merger in the private sector with
Times Bank in 1999, and now if this deal happens, it would be the largest merger in the private
sector banking space in India. HDFC Bank was looking for an appropriate merger opportunity
that would add scale,
geography and experienced staff to its franchise. This opportunity
arose and we thought it is an attractive route to supplement HDFC Banks organic growth. We
believe that Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent
and approach to business. Mr. Aditya Puri, Managing Director, HDFC Bank said, These are
exciting times for the Indian banking industry. The proposed merger will position the
combined entity to significantly exploit opportunities in a market globally recognized as one of
the fastest growing. Im particularly bullish about the potential of business synergies and
cultural fit between the two organizations. The combined entity will be an even greater force in
the market. Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, Over the last few
years, Centurion Bank of Punjab has set benchmarks for growth. The bank today has a large
nationwide network, an extremely valuable franchise, 7,500 talented employees, and strong
leadership positions in the market place. I believe that the merger with HDFC Bank will create
a world class bank in quality and scale and will set the stage to compete with banks both
locally as well on a global level.
Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said,
We are extremely pleased to receive the go ahead from our board to pursue this opportunity. A
merger between the banks provides significant synergies to the combined entity. The proposed
merger would further improve the franchise and customer proposition offered by the individual
banks.
2.6 QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bank does this
by offering life insurance and pension products.
TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it
will
aim to manage their investments very carefully and live up to this trust.
INNOVATION: Recognizing the different needs of our customers, the bank offers a range of
innovative products to meet these needs.
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ONE FOR ALL AND ALL
FOR ONE TEAM WORK JOY AND SIMPLICITY
ORGANIZATION CHART
PRODUCT PROFILE
Fees & Charges for Plus Current Account effective

1st September, 2010
Description of Charges
Plus Current Account`.
Current Accounts with Cheque facility
Minimum Balance (Average Quarterly

Balance)
Rs. 100,000/Charge of Rs.6,000/- per quarter, if AQB is less than Rs.50,000/-
Non-Maintenance Charges per quarter
Charge of Rs.1,500/- per quarter, if AQB is less than Rs. 100,000/- but > =
Rs. 50,000/Payable-at-par
Cheque Book Charges (Issued by Bank)
300 cheque leaves Free per month. Charges Rs 2/- per leaf beyond 300
leaves
Other Current Account facilities
Monthly Account Statement+
Free
Issue of Duplicate / Adhoc Statement
Branch: Rs 100/- per statement

Phone Banking
i)Non IVR : Rs 50/- per statement
ii)IVR: Rs 30/- per statement
Net Banking: Rs 30/- per statement
ATM & Mobile Banking: Rs 50 per statement
Mode of calculation of minimum average

quarterly balance
Average of daily closing balances of each day spread over a period of three
months.
Remittance facility through own Bank
Demand Drafts (DD) payable HDFC Bank

Free upto 50 DDs per month. Above 50 DDs, charges @ Rs 25/- per Demand
Locations (Issued from any branch) /
draft.
Duplicate DD
Pay Orders (PO) - on HDFC Bank
Locations (Issued from Any Branch) /
Duplicate PO
Free upto 50 POs per month. Above 50 POs, charges @ Rs 25/- per Pay
Order.
Issuance of DD/ PO through

PhoneBanking
All standard charges for DD / PO are applicable as above.

Only DD / PO amount upto Rs 500,000/- are accepted at Phonebanking.
DD/PO-Cancellation/Revalidation
Rs.50/- per instrument
NEFT/EFT Transactions :
Payments
Free
Collections
Free
RTGS Transactions :
Payments
Free
Collections
Free
Local Transactions (At home branch

location)
Local cheques collections & payments
Account to Account Fund Transfer within
Free
Free
Click here to view charges applicable before 1st September,2010

Click here to view charges applicable before 1st July 2007
All fees & charges mentioned in the Tarriffs, Charges or Fees Brochures will attract Service Tax @ 10% & Education Cess @ 3% of the service tax amount. The
same will appear as separate debits in the statements.
+For accounts maintaining AQB less than Rs.1,00,000/- as of previous qtr will be charged Rs.25 each for next 3 montly statement
**Available at Select locations.You need to register with the Bank for availing these services, please contact your Branch Manager for further details.
***Charges applicable w.e.f 15th Oct '09. Inclusive of service tax and educational c.
In today's changing business requirements, you need to transfer funds across cities, and time is of the essence. HDFC Bank
Trade Current Account gives you the power of inter-city banking with a single account.
From special cheques that get treated at par with local ones in any city where we have a branch, to free account to account
funds transfer between HDFC Bank accounts, to free inter-city clearing of up to 50 lakhs per month, our priority services
have become the benchmark for banking efficiency. Trade Current Account requires you to maintain an average quarterly
balance of Rs. 40,000.
Read on to know the powerful features of the HDFC Bank Trade Current Account.
Features & Benefits
Free Account to account funds transfer between HDFC Bank accounts.

Free RTGS/NEFT Transactions.
Free up to 30 Demand Drafts (DD) per month and can be issued from any HDFC Bank Branch.
Free up to 30 Pay Orders (PO) per month and can be issued from any HDFC Bank Branch.
Free anywhere collection & payment within HDFC Bank branch network (except Dahej), up to Rs.50 lacs per month.
Convenience to withdraw & deposit cash at all our branches*
200 "At Par" cheque leaves per free month .
Register for InstaAlert service and receive updates on your account as and when the select transaction happens - all
this without visiting the branch or ATM!
HDFC Bank offers you Doorstep Banking*, a channel, which is convenient, secure and hassle-free. Now, you can enjoy
the benefits of banking right at your doorstep. The Bank will arrange to render the services like Cash & Cheque Pickup
and Cash Delivery, through a reputed agency.
Enjoy facilities like 24-hour PhoneBanking, NetBanking and MobileBanking that helps you check your balance &
transaction details, find out the status of your cheque or stop cheque payment.
.
Your business needs a partner who can manage your finances while you concentrate on growing your business.
You can avail benefits of inter-city banking account with Premium Current Account, that requires an average quarterly
balance of only Rs. 25,000, offers Payable-At-Par cheque book facility & FREE inter-city clearing transactions across our
network up to Rs.25 Lacs per month.
A Current Account with the benefits of accessing your account from a large network of branches, and through direct access
channels - the phone, mobile, Internet and through the ATM.
Enter into a profitable relationship and access all the privileges flowing your way.
Features & Benefits
Free anywhere collection & payment within HDFC Bank branch network (except Dahej), up to Rs.25 lacs per month,
incremental amount to be charged @ Rs.1.50 per Rs.1,000/-, min Rs.25/Free NEFT Transactions.
Free RTGS collection. RTGS payment @ Rs.25/- per transaction.
Inter-city Account to accounts funds transfer between HDFC Bank accounts at a nominal charge of Rs.15/- per
transactions.
Free Demand Drafts (DD) above Rs.100,000/-. Demand drafts up to Rs.50,000/- at flat cost of Rs.40/-. DDs above
Rs.50,000/- & up to Rs.100,000/- at nominal cost of Rs.25/- and can be issued from any HDFC Bank Branch .
Free Pay Order (PO) above Rs.100,000/-. Pay Order up to Rs.50,000/- at flat cost of Rs.40/-. POs above Rs.50,000/- &
up to Rs.100,000/- at nominal cost of Rs.25/- and can be issued from any HDFC Bank Branch .
100 "At Par" cheque leaves free per month
Enjoy facilities like 24-hour PhoneBanking, NetBanking and MobileBanking to access your account.
*Conditions Apply
Refer fees & charges for further details
A Current account is ideal for carrying out day-to-day business transactions. With the HDFC Bank Regular Current Account,
you can access your account anytime, anywhere, pay using payable at par cheques or deposit cheque at any HDFC bank
branch. It also facilitates FREE NEFT transactions & FREE RTGS collections for faster collections in your account. Regular
Current Account requires you to maintain an average quarterly balance of only Rs. 10,000.
With a vast network of branches in cities all over the country, and access to a multitude of ATM's, you can keep track of all
your transactions anytime.
Features & Benefits
Convenient inter-city banking :

Deposit your local cheques in one branch of a city and have it credited to your account at a branch in another city or
make payments across HDFC Bank locations using PAP cheque facility at a nominal rate
Free payments and collections through NEFT
Free RTGS collection. RTGS payment @ Rs.25/- per transaction
Inter-city Account to accounts funds transfer between HDFC Bank accounts at a nominal charge of Rs.15/- per
transactions
Free Demand Drafts (DD) above Rs.100,000/-. Demand drafts up to Rs.50,000/- at flat cost of Rs.40/-. DDs above
Rs.50,000/- & up to Rs.100,000/- at nominal cost of Rs.25/- .
Free Pay Order (PO) above Rs.100,000/-. Pay Order up to Rs.50,000/- at flat cost of Rs.40/-. POs above Rs.50,000/- &
up to Rs.100,000/- at nominal cost of Rs.25/- .
Payable at par cheque book at nominal price.
Enjoy facilities like 24-hour PhoneBanking, NetBanking and MobileBanking that helps you check your balance &
*Conditions Apply
Refer fees and charges for further details.
Have you accumulated foreign currency from travelling abroad frequently? Received gifts from relatives in foreign
currency? Or earned it by any other means as approved by the Reserve Bank of India?
If so, open Resident Foreign Currency Domestic Account* and manage your foreign currency efficiently. You can choose
to set up your account either in US Dollar, Great Britain Pound or Euro.
*Please note that this account has to be operated strictly under FEMA guidelines
How to Open a RFC Domestic Account

Choose the currency in which you wish to operate.
Open your account with an initial amount as per the following-US Dollar = 250 | Great Britain Pound = 200 |
Euro = 250 and maintain an Average Quarterly Balance of the same amount.
For more details, contact your nearest HDFC Bank branch.
Features & Benefits
Maintains a record of your foreign exchange transactions through monthly statements.

Enjoy preferential rates when converting your foreign currency into Indian Rupees.
Protects you from losing money due to exchange rate fluctuations.
Tired of static transaction limits during peak seasons?

HDFC Bank Flexi Current Account is the answer to your changing banking needs during peak seasons.
With HDFC Bank Flexi Current Account your Cash Deposit and Anywhere Transaction limits are a multiple of the balance
you maintain in your Current Account.
So, during peak seasons, you get the benefit of higher transaction limits due to the higher average balances maintained in
your account.
Whats more, during lean seasons, you need not bother about maintaining huge balances to enjoy high transaction limits,
which you anyway may not need.
Flexi Current Account requires you to maintain a minimum Average Monthly Balance (AMB) of just Rs. 75,000.
Features & Benefits
Enjoy dynamic free limits on Intercity Payments, Collections & Funds Transfer as well as Cash Deposit at home
location branches based on the AMB maintained*
For example, you maintain an AMB of Rs.2,00,000/- in a particular month. Your dynamic free transaction limits for that
month would be as per the following table:
Transaction
Dynamic Free Limits*
Cash Deposit at Home Branch Location
Rs. 24,00,000 in that particular month

Free up to Rs.1,00,00,000/- in that particular
month
Anywhere Payments, Collections & Funds Transfer (except Dahej)
Pay your vendors on a real time basis using Real Time Gross Settlement (RTGS) available across 23,000 Bank
Branches*. Whats more, payments and collections through RTGS are completely free!
Make and receive remittances to & from your vendors & customers across 20,000 + Bank Branches of more than 50
Banks through Net Banking using National Electronic Fund Transfer (NEFT), Absolutely Free!
Free 40 Demand Drafts & Free 40 Pay Orders issued from any HDFC Bank Branch*
Convenience to withdraw and deposit cash at all our branches*.
Competitive pricing on Demand Drafts drawn on Correspondent Banking Locations as well as Outstation Cheque
Collection at HDFC Bank Locations
InstaAlert service - receive updates on your account as and when the select transaction happens all this without
visiting the Branch or ATM!
Enjoy facilities like 24-hour Phone Banking, Net Banking and Mobile Banking that helps you check your balance and
The top position is always the coveted position. With the Apex current account, take your business to a new high. On
maintaining an average quarterly balance of Rs. 10 lakhs, this account makes sure you make the most of every business
opportunities coming your way. Unlimited, free, anywhere Banking experience at the APEX is reserved for you.
Features & Benefits
Maximum transactional benefits with faster mobilisation of funds

Average quarterly balance requirement of Rs. 10,00,000/Access to more than 1,725 branches
Huge cost savings in inter-city transactions for payable-at-par cheque issuance, funds transfers, NEFT, RTGS or
Demand Draft / Pay Order
Faster collection of outstation cheques
Free Intercity Cheque Collection & Payments within HDFC Bank Network (excluding Dahej).
Free Account to Account funds transfer between HDFC Bank accounts.
Free payment and collection through RTGS
Free payment and collection using NEFT (through NetBanking)
Free Demand Drafts which can be issued from any HDFC Bank branch
Free Pay Orders which can be issued from any HDFC Bank branch
Convenience to withdraw and deposit cash at all our branches*
Free Cash Deposit upto Rs. 100 lacs per month across all home branches (subject to a maximum of 50 transactions per
month and a per day limit of Rs.1,00,000/- on cash deposit at a non home branch)
Choice of local / Payable at Par Cheques. 500 leaves free per month
Register for InstaAlert service and receive updates on your account as and when the select transaction happens - all this
without visiting the branch or ATM!
Enjoy facilities like 24-hour Phone Banking, Net Banking and Mobile Banking that helps you check your balance and
Presenting maximum benefits and minimum hassles for you with Max Current Account! With a Rs. 5 lakhs average quarterly
balance requirement, we present to you a world of privileges that helps your business expand and grow. Features like
maximum free transaction limits including other beneficial features on this current account truly enhances your business
potential to the MAXimum.
Features & Benefits
Maximum transactional benefits with faster mobilisation of funds

Average quarterly balance requirement of Rs. 5,00,000/Access to more than 1,725 branches
Huge cost savings in inter-city transactions for payable-at-par cheque issuance, funds transfers, NEFT, RTGS or
Demand Draft / Pay Order
Faster collection of outstation cheques
Free Account to Account funds transfer between HDFC Bank accounts
Free payment and collection through RTGS
Free payment and collection using NEFT (through NetBanking)
Free Demand Drafts which can be issued from any HDFC Bank branch
Free Pay Orders which can be issued from any HDFC Bank branch
Free anywhere collection & payment (clearing) upto Rs. 5 Crore per month within HDFC Bank branch network
(except Dahej)
Convenience to withdraw and deposit cash at all our branches*
Free cash deposit upto Rs. 50 Lakh per month across all home branches (subject to a maximum of 50 transactions
per month and a per day limit of Rs.1,00,000/- on cash deposit at a non home branch)
Choice of local / Payable at Par cheques. 500 leaves free per month
Register for InstaAlert service and receive updates on your account as and when the select transaction happens - all this
without visiting the branch or ATM!
Enjoy facilities like 24-hour PhoneBanking, NetBanking and MobileBanking that helps you check your balance and
Presenting the HDFC Bank Merchant Advantage Current Account, designed to drastically bring down the costs incurred and
time taken to do various banking transactions. With HDFC Bank Merchant Advantage Current Account, you can enjoy a free
limit* for cash deposit that is four times the amount swiped at HDFC Bank's EDC machine linked to your HDFC Bank Current
Account. Now, get rewarded for higher number of swipes on HDFC Bank EDC machine.
Features & Benefits
Enjoy a free monthly Cash Deposit limit* at your home branch location that is four times the amount swiped at the HDFC
Bank EDC Machine linked to the Merchant Advantage Current Account
Pay your vendors and suppliers across the country using multiple remittance options such as Local/At Par cheques,
Demand Drafts/Pay Orders/RTGS (Real Time Gross Settlement) thereby increasing convenience and reducing costs
Enjoy 24x7 access to your account through NetBanking, PhoneBanking, ATMs and MobileBanking
Enjoy special privileges with Doorstep Banking services such as cash and cheque pick-up and cash delivery at nominal
rates
Get a free Regular Debit Card, which comes with a host of privileges and benefits
Make hassle-free utility bill payments with BillPay, which is absolutely free for Merchant Advantage Current Account
holders
Free monthly statement of accounts
Free balances and transaction alerts on your mobile phone and emails with InstaAlert
* on maintaining an average monthly balance of Rs. 25,000/-
HDFC Bank is pleased to introduce the Merchant Advantage Plus Current Account an account that gives you much more
than a regular Current Account. You can enjoy a free limit for cash deposit* that is four times the amount swiped at
HDFC Banks EDC machine linked to this Account. Save on your valuable time and costs for your banking transactions
with this account.
Features & Benefits
Enjoy a free monthly Cash Deposit limit* at your home branch location that is four times the amount swiped at the HDFC
Bank EDC Machine linked to the Merchant Advantage Plus Current Account
Get free Regular and Business Debit Cards in the Merchant Advantage Plus Current Account
Pay your vendors and suppliers across the country using multiple remittance options such as Local/At Par cheques,
Demand Drafts/Pay Orders/RTGS (Real Time Gross Settlement) thereby increasing convenience and reducing costs
Enjoy 24x7 access to your account through NetBanking, PhoneBanking, ATMs and MobileBanking
Enjoy special privileges with Doorstep Banking services such as cash and cheque pick-up and cash delivery at nominal
rates
Get special offers on the Business Debit Card that comes with a host of privileges and benefits
Make hassle-free utility bill payments with BillPay, which is absolutely free for Merchant Advantage Current Account
holders
Free monthly statement of accounts
Free balances and transaction alerts on your mobile phone and emails with InstaAlert.
* on maintaining an average monthly balance of Rs. 1,00,000/-
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, a strong market reputation, large
shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian
environment.
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.
As on 30th June, 2010 the authorized share capital of the Bank is Rs. 550 crore. The paid-up capital as on said date is Rs.
459,69,07,030/- (45,96,90,703 equity shares of Rs. 10/- each). The HDFC Group holds 23.63 % of the Bank's equity and
about 17.05 % of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS)
Issue). 27.45% of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about 4,33,078 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock Exchange of India Limited. The
Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and
the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under ISIN No US40415F2002.
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of 1,725 branches spread in 780
cities across India.All branches are linked on an online real-time basis. Customers in over 500 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 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 clearing/settlement bank to various leading stock exchanges,
the Bank has branches in the centres where the NSE/BSE have a strong and active member base.
The Bank also has 4,393 networked ATMs across these cities. Moreover, 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.
Mr. C.M. Vasudev has been appointed as the Chairman of the Bank with effect from 6th July 2010 subject to the approval of
the Reserve Bank of India and the shareholders. Mr. Vasudev has been a Director of the Bank since October 2006. A retired
IAS officer, Mr. Vasudev has had an illustrious career in the civil services and has held several key positions in India and
overseas, including Finance Secretary, Government of India, Executive Director, World Bank and Government nominee on
the Boards of many companies in the financial sector.
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.
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-branch 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.
HDFC Bank offers a wide range of commercial and transactional banking services and treasury products to wholesale and
retail customers. The bank has three key business segments:
Wholesale Banking Services
The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small &
mid-sized corporates 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 corporates including
multinationals, companies from the domestic business houses and prime public sector companies. It is recognised as
a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds,
stock exchange members and banks.
Retail Banking Services

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 customers through the growing branch network, as well as through
alternative delivery channels like ATMs, Phone Banking, NetBanking 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. By
March 2010, the bank had a total card base (debit and credit cards) of over 14 million. The Bank is also one of the
leading players in the merchant acquiring business with over 90,000 Point-of-sale (POS) terminals for debit / credit
cards acceptance at merchant establishments. The Bank is well positioned as a leader in various net based B2C
opportunities including a wide range of internet banking services for Fixed Deposits, Loans, Bill Payments, etc.
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 liberalisation of the financial markets in India, corporates
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 securities. The Treasury business is
responsible for managing the returns and market risk on this investment portfolio.
On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank was formally approved by Reserve Bank
of India to complete the statutory and regulatory approval process. As per the scheme of amalgamation, shareholders of
CBoP received 1 share of HDFC Bank for every 29 shares of CBoP.
The merged entity will have a strong deposit base of around Rs. 1,22,000 crore and net advances of around Rs. 89,000
crore. The balance sheet size of the combined entity would be over Rs. 1,63,000 crore. The amalgamation added significant
value to HDFC Bank in terms of increased branch network, geographic reach, and customer base, and a bigger pool of
skilled manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (another new private sector bank promoted by
Bennett, Coleman & Co. / Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. This was the first
merger of two private banks in the New Generation Private Sector Banks. As per the scheme of amalgamation approved by
the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank
for every 5.75 shares of Times Bank.
OBJECTIVES OF STUDY
OBJECTIVES OF STUDY
To study the market segmentation and its importance to bank.

To find out key factor that is considered by consumer while opening current account.
To study the changing trends in banking sector.
To study service provided by bank to potential customer.
To study how area will be segment and to help data analysis understands current position of
HDFC Bank.
To study the consumer survey to analyze current account position in market.
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
All the findings and conclusions obtained are based on the survey done in the working
area within the time limit. I tried to select the sample representative of the whole group during
my summer training. I have collected data from people linked with different professional
atChakan.
4.1 RESEARCH PLAN:

4.1.1. PRELIMINARY INVESTIGATION:
In which data on the situation surrounding the problems shall be gathered to arrive at.
The correct definition of the problem. An understanding of its environment.
4.1.2. EXPLORATORY STUDY:

To determine the approximate area where the problem lies.
4.2 RESEARCH DESIGN:

Research was initiated by examining the secondary data to gain insight into the
problem. By analyzing the secondary data, the study aim is to explore the short comings of the
present system and primary data will help to validate the analysis of secondary data besides on
unrevealing the areas which calls for improvement.
1.2.1 DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration. Due to
time limitation and other constraints direct personal interview method is used. A structured
questionnaire was framed as it is less time consuming, generates specific and to the
pointinformation, easier to tabulate and interpret. Moreover respondents prefer to give direct
answers.In questionnaires open ended and closed ended, both the types of questions has been
used.
4.2.2 COLLECTION OF DATA:

1: SECONDARY DATA:
It was collected from internal sources. The secondary data wascollected on the basis of
organizational file, official records, news papers, magazines,management books, preserved
information in the companys database and website of thecompany.
2: PRIMARY DATA:
All the people from different profession were personally visited and
Interviewed. They were the main source of Primary data. The method of collection of primary
data was direct personal interview through a structured questionnaire.
1.3
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessaryto take sample from the
universe to know about its characteristics.
Sampling Units: Different professionals. Chartered Accountants, Tax Consultants,
Lawyers, Business Man, Professionals and House Wives of Gorakhpur.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
4.4 SAMPLE SIZE: My sample size for this project was 200 respondents. Since it was not
possible to cover the whole universe in the available time period, it was necessary for me to
take a sample size of 200 respondents.
4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Survey Method and Field Activity. Primary
data collection will base on personal interview. I have prepared the questionnaire according to
the necessity of the data to be collected.
THEORETICAL BACKGROND
1 Customer satisfaction
Satisfaction level is the level of persons felt state resulting from comparing products perceived
performance (or outcome) in relation to the persons expectation.
Thus satisfaction level is function of difference between perceived performance & expectation.
A customer could experience one of three broad levels of satisfaction:
If the performance falls short of expectations, the customer is dissatisfied.
If the performance matches to the expectations of the customer, then the customer is
satisfied.
If the performance exceeds the expectations of the customer, the customer is highly
satisfied, pleased or delighted.
But how do the customer expectations? Expectations are formed on the basis of the buyers past
buying experience statements made by the friends & associates, & marketer & competitor information
& promises. If marketers raise the expectations too high the buyer is likely to be disappointed.
Some of the todays most successful companies are raising expectation & delivering the
performance. The companies are aiming high because customers who are just satisfied will still find it
easy to switch supplier when a better offer comes along. The fact is that high satisfaction or delight
creates an emotional affinity with the brand, not just a rational preference, and this creates customers
high loyalty.
Companies seeking to win in todays markets must track their customers expectations perceived
company performance, and customer satisfaction. They need to monitor this for the competitors as
well. Companies that achieve high customer satisfaction ratings make sure that their target market
knows it. The customer centered firms seeks to create high customer satisfaction it is not out to
maximize customer satisfaction.
First they can increase the customer satisfaction by lowering the price or increasing its
services, but this may result in low profits.
Second, the company might be able to increase its profitability in the other ways, such as by
improving its manufacturing or investing more in R&D.
Third; the company has many stakeholders including employees, dealers, suppliers &
stockholders. Spending more to increase the customer satisfaction would divert funds from
increasing the satisfaction of the other partners. Ultimately, the company must operate on the
philosophy that it is trying to delivery a high level of customer satisfaction level subject to
delivering at least acceptable levels of the satisfaction to the other stockholders within the
constraints of its total resources.
3.2 Methods of tracking and measuring customer satisfaction

Complaint and suggestions system
A customer centered organization would make it easy for its a customer to deliver suggestions
and complaints. Many restaurants and hotels provide forms for guests to report likes and dislikes. A
hospital could place suggestion boxes in the corridors, supply comment cards to the exiting patients,
and hire patient advocate to handle patient grievances. Some customer centered companies P&G,
General Electric, and Whirlpool establish customer hot lines with a toll free 800 telephone
numbers to maximize the ease with which the customers can inquire, make suggestions, or complain.
These information flows provide these companies with many good ideas and enable them to act more
rapidly to resolve the problems.
2 Methods of tracking and measuring customer satisfaction

Complaint and suggestions system
A customer centered organization would make it easy for its a customer to deliver suggestions
and complaints. Many restaurants and hotels provide forms for guests to report likes and dislikes. A
hospital could place suggestion boxes in the corridors, supply comment cards to the exiting patients,
and hire patient advocate to handle patient grievances. Some customer centered companies P&G,
General Electric, and Whirlpool establish customer hot lines with a toll free 800 telephone
numbers to maximize the ease with which the customers can inquire, make suggestions, or complain.
These information flows provide these companies with many good ideas and enable them to act more
rapidly to resolve the problems.
Customer satisfaction surveys

A company must not conclude that it can get a full picture of customer satisfaction &
dissatisfaction by simply a complaint & suggestion system. A study shows that customers are
dissatisfied with one out of the four and less than 5% of the dissatisfied customers will complain.
Customers may feel that their complaints are minor, or that they will be made to be stupid, or that no
remedy will be offered. Most customers will buy less or switch the suppliers rather than complain. The
result is that company has needlessly lost the customer.
Therefore, companies cannot use the complaint levels as a measure of customer satisfaction.
Responsive companies obtain a direct measure of customer satisfaction by conducting periodic
surveys. They send questionnaires or make telephone calls to random sample of their recent customer
to find out how they feel about various aspects of the companies performance.
Customers satisfaction can be measured in number of ways. It can be measured directly by
asking: indicate how satisfied you are with the service X on the following scale: highly satisfied
(directly reported satisfaction). Respondents can be asked as well to rate how much they are expected
of as certain attribute and also how much they are experienced (derived satisfaction). Still another
method is to ask respondents to list any problems they have had with the offer and to list any
improvements they could suggest (problem analysis). Finally, companies could respondents to rate
various elements of the offer in the terms of the importance of the each element and how well the
organization performed each element (importance/ performance ratings).this last method helps the
company to know if it is underperforming on important elements and over performing on relatively
unimportant elements.
While, collecting customer satisfaction data, it would also be useful to ask additional questions
to measure the customers repurchase intention; this will normally be high if the customer satisfaction is
high.
Ghost shopping
Another useful way to gather a picture of customer satisfaction is to hire the persons to pose as
the potential buyers to report their findings on strong and weak points they experienced in buying the
companies & competitors product. These ghost shoppers can even pose certain problems to test
whether to companies sales personnel handle the situation well. Thus a ghost shopper can complain
about a restaurants food to test how the restaurant handles this complaint. Not only should companies
hire ghost shoppers, but managers themselves should leave their office to time to time, enter company
& competitor sales situation where they are unknown and experienced firsthand the treatment they
revive as the customers
Lost Customer Analysis
Companies should contact customers who have stopped buying have switched to another
supplier to learn why this is happened. When IBM loses a customer, they mount a thorough effort to
learn where they failed is their price too high, their service deficient, their products unreliable, and so
on. Not only is it important to conduct exit interviews but also to monitor the customer loss rate which,
if it is increasing, clearly indicates that the company is failing to satisfy its customers.
Some cautions in measuring Customer Satisfaction
When customers rate their satisfaction with an element of the companys performance, say delivery, we
need to recognize that customers will vary in how they define good delivery; it could mean early
delivery, on-time delivery, order completeness, and so on. Yet if the company had to spell out every
element in detail, customers would face a huge questionnaire. We must also recognize that two
customers can report being highly satisfied for a different reasons. One may be easily satisfied most
of the times and the other might be hard to please on this occasion.
Companies should also note that managers and salespersons can manipulate their rating on the
customers on customer satisfaction. They can be especially nice to customers just before the survey.
They can also try to exclude unhappy customers from the included in the survey.
One of the danger is that if the customer know that the company will go out of its way to please the
customers, some customers may want to express high dissatisfaction(even if satisfied) in order to
receive more concessions.
3.4 Investing!! What's that?

Judging by the fact that you've taken the trouble to navigate to the Learning Center of
ICICIDirect, our guess is that you don't need much convincing about the wisdom of investing.
However, we hope that your quest for knowledge/information about the art/science of investing ends
here. Sink in. Knowledge is power. It is common knowledge that money has to be invested wisely. If
you are a novice at investing, terms such as stocks, bonds, badla, undha badla, yield, P/E ratio may
sound Greek and Latin. Relax. It takes years to understand the art of investing. You're not alone in the
quest to crack the jargon. To start with, take your investment decisions with as many facts as you can
assimilate. But, understand that you can never know everything. Learning to live with the anxiety of
the unknown is part of investing. Being enthusiastic about getting started is the first step, though
daunting at the first instance. That's why our investment course begins with a dose of encouragement:
With enough time and a little discipline, you are all but guaranteed to make the right moves in the
market. Patience and the willingness to pepper your savings across a portfolio of securities tailored to
suit your age and risk profile will propel your revenues at the same time cushion you against any major
losses. Investing is not about putting all your money into the "Next Infosys," hoping to make a killing.
Investing isn't gambling or speculation; it's about taking reasonable risks to reap steady rewards.
Investing is a method of purchasing assets in order to gain profit in the form of reasonably predictable
income (dividends, interest, or rentals) and appreciation over the long term.
Why should you invest?
Simply put, you should invest so that your money grows and shields you against rising inflation.
The rate of return on investments should be greater than the rate of inflation, leaving you with a nice
surplus over a period of time. Whether your money is invested in stocks, bonds, mutual funds or
certificates of deposit (CD), the end result is to create wealth for retirement, marriage, college fees,
vacations, better standard of living or to just pass on the money to the next generation. Also, it's
exciting to review your investment returns and to see how they are accumulating at a faster rate than
your salary.
When to Invest?
The sooner the better. By investing into the market right away you allow your investments more
time to grow, whereby the concept of compounding interest swells your income by accumulating your
earnings and dividends. Considering the unpredictability of the markets, research and history indicates
these three golden rules for all investors 1. Invest early 2. Invest regularly 3. Invest for long term and
not short term while its tempting to wait for the best time to invest, especially in a rising market,
remember that the risk of waiting may be much greater than the potential rewards of participating.
Trust in the power of compounding is growth via reinvestment of returns earned on your savings.
Compounding has a snowballing effect because you earn income not only on the original investment
but also on the reinvestment of dividend/interest accumulated over the years. The power of
compounding is one of the most compelling reasons for investing as soon as possible. The earlier you
start investing and continue to do so consistently the more money you will make. The longer you leave
your money invested and the higher the interest rates, the faster your money will grow. That's why
stocks are the best long-term investment tool. The general upward momentum of the economy
mitigates the stock market volatility and the risk of losses. Thats the reasoning behind investing for
long term rather than short term.
How much money do I need to invest?
There is no statutory amount that an investor needs to invest in order to generate adequate
returns from his savings. The amount that you invest will eventually depend on factors such as: Your
risk profile Your Time horizon Savings made All the above three factors will be discussed in brief in
the latter part of the course.
What can you invest in?
The investing options are many, to name a few Stocks Bonds Mutual funds Fixed deposits Others
Read about them in detail in module 2 of the course.
What are options?
Some people remain puzzled by options. The truth is that most people have been using options
for some time, because options are built into everything from mortgages to insurance. An option is a
contract, which gives the buyer the right, but not the obligation to buy or sell shares of the underlying
security at a specific price on or before a specific date. Option, as the word suggests, is a choice
given to the investor to either honour the contract; or if he chooses not to walk away from the contract.
To begin, there are two kinds of options: Call Options and Put Options. A Call Option is an option to
buy a stock at a specific price on or before a certain date. In this way, Call options are like security
deposits. If, for example, you wanted to rent a certain property, and left a security deposit for it, the
money would be used to insure that you could, in fact, rent that property at the price agreed upon when
you returned. If you never returned, you would give up your security deposit, but you would have no
other liability. Call options usually increase in value as the value of the underlying instrument rises.
When you buy a Call option, the price you pay for it, called the option premium, secures your right to
buy that certain stock at a specified price called the strike price. If you decide not to use the option to
buy the stock, and you are not obligated to, your only cost is the option premium. Put Options are
options to sell a stock at a specific price on or before a certain date. In this way, Put options are like
insurance policies If you buy a new car, and then buy auto insurance on the car, you pay a premium
and are, hence, protected if the asset is damaged in an accident. If this happens, you can use your
policy you pay a premium and are, hence, protected if the asset is damaged in an accident. If this
happens, you can use your policy
The Mutual Fund Industry
The genesis of the mutual fund industry in India can be traced back to 1964 with the setting up of
the Unit Trust of India (UTI) by the Government of India. Since then UTI has grown to be a dominant
player in the industry. UTI is governed by a special legislation, the Unit Trust of India Act, 1963.
Table showing bifurcation regarding media from which the respondents come to
know about HDFC BANK.
Particular
Friends
Relatives
Agents
Advertisements
NO of respondent
12
26
56
6
Per
12%
26%
56%
06%
The above table show 12% respondent come to know about online share trading from Friends, 26%
respondent comes to know from there relatives and 56% respondent comes to know from the agents as
well as 6% respondents come to know from advertisements about online share trading firm.
4.2. Percentage showing bifurcation of the respondent on the basis the time from
when the customer trading in the HDFC BANK.
Particular
No. of respondent
Per
1-3months
20
20%
3-6 months
34
34%
6-9 months
22
22%
9-12 months and before
24
24%
The above table show 12% respondent operate there demat account 1-3 months, 34% respondent
operate there demat account from 3-6 months as well as 22% respondent operate demat account from
6-9 months and remaining 24% respondent operate there demat account from 9-12 months.
4.3. Percentage showing bifurcation of respondent on the basis how does

respondent trade in the HDFC BANK.
Particular
Online-share trading
CallNTrade
NO of respondent
94
6
Per
94%
6%
The above table shows 94% respondent trade in the ICICIdirect.com through online-share trading and
remaining 6% respondent trade through CallNTrade.
Percentage showing bifurcation of respondent regarding which service of the

HDFC BANK. is mostly attracted.
Particular
Fund transfer mechanism
Brokerage Rates
Safety & Security
Online trading
NO of respondent
33
7
29
31
Per
33%
7%
29%
31%
The above table show 30% respondent are mostly attracted through Fund Transfer Mechanism , 6%
respondent are mostly attracted through Brokerage Rates and 26% respondent are mostly attracted
through safety & Security as well as 28% respondent are mostly attracted through online Trading.
4.5. Percentage showing bifurcation of respondent on the basis of which product

does the respondent prefer in investing.
Particular
Equity
IPOs
Mutual Funds
Both Equity & Mutual Fund
No Of respondents
32
8
30
30
Per
32%
8%
30%
30%
The above table show 32% respondent prefer to invest in equities and 8% respondent prefer to invest
in IPOs and 30% respondent prefer to invest in Mutual Funds as well as 30% respondent prefer to
invest in both equities and Mutual Funds.
4.6. Percentage showing bifurcation of respondent on the basis which trading

facility the respondent frequently prefer while trading.
Particular
Delivery Trading
Day trading
Margin plus
BTST
Cash on Spot
Both Delivery &
Trading
No of respondent
14
18
6
4
2
Day 56
Per
14%
18%
6%
4%
2%
56%
The above table show 14% respondent prefer Cash or Delivery option while trading and 18%
respondent prefer to Day Trading and 6% respondent prefer Margin plus, 4% respondent prefer BTST,
2% respondent prefer Cash on Spot as well as 56% respondent prefer Both Delivery and Cash
Trading.
4.7. Percentage showing bifurcation of respondent on the basis whether

respondents were interested in commodity market.
Particular
Yes
No
No of respondent
24
76
Per
24%
76%
The above table shows 24% respondent are interested in commodity market and 76% respondent are
not interested in commodity market because it is newly launched in the Solapur branch.
4.8. Percentage showing bifurcation of respondent on the basis need of training in

the various products of the HDFC securities Ltd.
Particular
Equity
Derivatives
Mutual Fund
Commodity
IPOs
Both equities and Mutual
Fund
All
No of respondent
6
2
14
8
6
16
Per
6%
2%
14%
8%
6%
16%
48
48%
The above table show 6% respondent need the training in equities, 2% respondent need the training in
derivatives, 14% respondent need the training in Mutual Funds, 8% respondent need the training in
Commodity, 6% respondent need the training in IPOs, 16% respondent need the training in both
equities and mutual Funds and 48% respondent need the training in All products in ICICIdirect.com.
4.9. Percentage showing bifurcation of respondent on the basis need of Transact in

statement, Demat Statement and Contract Notes physically.
Particular
Yes
No
No of respondent
32
68
Per
32%
68%
The above table show 32% respondent need the transact in statement, Demat statement, contract notes
physically and 68% dont need.
Percentage showing bifurcation of respondent on the basis of their overall

satisfaction level towards the online share trading firm.
Particular
Excellent
Very Good
Good
Fair
No of respondent
66
14
8
12
Per
66%
14%
8%
12%
SUGGESTIONS TO THE COMPANY

A. Advertisements
1. The company should give more emphasis on advertisement media to make aware to customers
about the HDFC direct.com through regular pamphlet distribution in local news paper and TV
advertisement.
2. The company should motivate the investors to invest in other sources of investing such as
insurance, postal saving and commodity market etc.
B. Awareness & Training to the customers
1. The company should increase the awareness regarding the brokerage rates why they are high
and how, because the other service providers are offering this on cheaper rates.
2. The company should give training to the customers regarding to how to trade on the
icicidirect.com for every product as per it is needed.
3. The company should increase awareness about the various other type of the trading like spot
trading, margin trading.
C. Suggestion from Customers
1. The company should offer the Transact in statement, Demat statement and Contract notes
physically to the customers.
2. Organization should concentrate on Govt. employee to attract
trading by the attractive scheme.
them towards online share
Conclusion
Though share trading is not a cup of tea of everyone, common man can also earn money through it.
Customer wants to invest their money, but they are confused whether to invest or not. They dont have
full knowledge about the stock market.
Customer can buy and sell securities on the stock exchanges, through online automated order
processing system provided by the company. Customer can log on at any time, during or after trade
hour and place an order. The online investment option of ICICI Direct is safest way to the investor to
invest in Mutual Fund, IPO, Bonds and Postal Saving.
Mostly small investors are not satisfied with the brokerage rates of the HDFC Many customers are
now attracting towards the
other investment like commodity market.
Organization has to concentrate on separate office and other infrastructural facilities. Organization
has to make more advertisement through pamphlet distribution in local newspaper and TV
advertisement through the local channel Organization has to organize such session on stock market
update, which helps to increase customer awareness about stock market.
ANNEXURE
QUESTIONNAIRE FOR DEMAT A/C HOLDERS
Personal Details:
Name __________________________________________________
Contact No.______________________________________________
Email Id. ________________________________________________
Occupation_______________________________________________
1.
Private employee
[ ]
2.
3.
Business men [ ]
1.
How do you come to know about HDFC?
a)
Friends
c)
Agents [ ]
2.
From how many months you are trading with HDFC.
a)
13
[ ]
b)
36
[ ]
c)
69
[ ]
d)
9 12
[ ]
3.
How do you trade in HDFC?
a)
On line trading
b)
CallNTrade
[ ]
4.
Which Service given by the HDFC is most attracted by you?
a)
Fund Transfers Mechanism
b)
Brokerage rates
c)
Safety and Security
d)
On line trading
5.
Which Product do you prefer to invest inHDFC?
a)
Equities
[ ]
b)
IPOS
[ ]
c)
Mutual Funds
d)
Others (Postal Savings, Insurance, Commodities, etc.)
6.
Which Trading facility do you prefer frequently while trading on HDFC?
a)
Delivery Trading
[ ]
b)
Day Trading
[ ]
c)
Margin Plus
[ ]
d)
BTST
[ ]
4.
[ ]
b)
d)
[ ]
Govt. employee
Others
[ ]
[ ]
Relatives
[ ]
Paper Advertisement [ ]
[ ]
[ ]
[ ]
[ ]
[ ]
[ ]
e)
Cash on Spot
[ ]
7.
Are you interested in Commodity Market?
a)
Yes
8.
Do you need training?
a)
Equity Market
b)
Derivative Market
Yes
[ ]
No
[ ]
c)
Mutual Fund
Yes
[ ]
No
[ ]
d)
Commodity Market
Yes
[ ]
No
[ ]
e)
IPO
f)
Others (Postal Savings, Insurance) Yes
9.
Do you want transact in statement, Demat statement, Contract Notes Physically?
a)
Yes
10.
What is your Opinion about the Services given by HDFC securities Ltd.?
[ ]
b)
Yes
No
[ ]
No
Yes
[ ]
a)
b)
Excellent
[ ]
No
[ ]
[ ]
[ ]
No
[ ]
No
[ ]
[ ]
[ ]
b)
Very Good

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INDEX

NEED FOR THIS STUDY

To develop good service to the customer.

HOUSING DEVELOPMENT FINANCE CORPORATION

Public sector banks

Private sector Banks

The banking system

Overall approach to reforms

Deregulation of Banking System

Guidelines and Governance

Merger and Acquisitions

HDFC BANK HISTORY:

HDFC is India's premier housing finance company and enjoys an impeccable

Excellence, Customer Focus, Product Leadership and People.

STRONG NATIONAL NETWORK WORK PLACE TRANSFORMATION FIVE

It can be started immediately.

valuable floor space. It segregate items as per require and wanted.

HDFC BANK business strategy emphasizes the following:

Accounts and deposits.

'Best Bank and Best Cash

'Best IT Adoption in the Banking Sector' Business India

2.6 QUALITY POLICY

Fees & Charges for Plus Current Account effective

Plus Current Account`.

Current Accounts with Cheque facility

Minimum Balance (Average Quarterly

Rs. 100,000/Charge of Rs.6,000/- per quarter, if AQB is less than Rs.50,000/-

Non-Maintenance Charges per quarter

Cheque Book Charges (Issued by Bank)

Other Current Account facilities

Monthly Account Statement+

Issue of Duplicate / Adhoc Statement

Branch: Rs 100/- per statement

Mode of calculation of minimum average

Remittance facility through own Bank

Demand Drafts (DD) payable HDFC Bank

Issuance of DD/ PO through

All standard charges for DD / PO are applicable as above.

Rs.50/- per instrument

Local Transactions (At home branch

Click here to view charges applicable before 1st September,2010

Features & Benefits

Free Account to account funds transfer between HDFC Bank accounts.

Features & Benefits

Features & Benefits

Convenient inter-city banking :

How to Open a RFC Domestic Account

Features & Benefits

Maintains a record of your foreign exchange transactions through monthly statements.

Tired of static transaction limits during peak seasons?

Features & Benefits

Dynamic Free Limits*

Cash Deposit at Home Branch Location

Rs. 24,00,000 in that particular month

Anywhere Payments, Collections & Funds Transfer (except Dahej)

Features & Benefits

Maximum transactional benefits with faster mobilisation of funds

Features & Benefits

Maximum transactional benefits with faster mobilisation of funds

Features & Benefits

* on maintaining an average monthly balance of Rs. 25,000/-

Features & Benefits