Escolar Documentos
Profissional Documentos
Cultura Documentos
INTRODUCTION
2
In Feb. 2000, Times Bank has been amalgamated with the
bank. This is an important milestone in the history of bank as
well as Indian banking sector, being the first merger of two
private sector banks. This adds significant value to bank in
terms of increased branch network, expanded geographic
reach, enhanced customer base, skilled manpower, etc.
Recently HDFC BK & Life Insurance Corporation (LIC) forms
alliance for online facility for payment of insurance premium.
With this facility, LIC policy holders can now pay their
insurance premiums through HDFC Bank's on-line payment
facility. HDFC BK has become the first private sector bank to
be authorized by the Central Board of Direct Taxes (CBDT)
as well as the RBI to accept direct taxes, commencing April
01 2001. The taxes will be accepted at specified branches of
the bank. Also it has announced a strategic tie-up with a
Bangalore-based business solutions software developer Tally
Solutions Pvt (TSPL) for developing and offering products and
services facilitating on-line accounting and banking services
to SMEs (Small and Medium Enterprises).In 2001-02 the bank
was listed on the New York Stock Exchange in the form of
ADS. Each ADS represents 3 equity shares. Consequent to
the issue, the paid up capital of the Bank has increased by
Rs.37.42 crores.
3
4
COMPANY PROFILE
5
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. The bank was incorporated in
August 1994 in the name of HDFC Bank Limited, with its
registered office in Mumbai, India. The bank commenced
operations as a Scheduled Commercial Bank in January
1995.
Promoter
HDFC is India's premier housing finance company and enjoys
an impeccable track record in India as well as in
international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth
in its operations to remain the clear market leader in
mortgages and banking services in India. Its outstanding
loan portfolio covers 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.
6
Business Focus
HDFC Bank's mission is to be a World Class Indian Bank. The
Bank's aim is to build a sound customer franchise across
distinct businesses so as to be the preferred provider of
banking services in the niche segments that the bank
operates in and to achieve healthy growth in profitability,
consistent with the bank's risk appetite. The bank aims to
ensure the highest level of ethical standards,
professional integrity and regulatory compliance.
HDFC Bank's business philosophy is based on four core
values: Operational Excellence, Customer Focus,
Product Leadership and People. The Bank signed a
strategic business collaboration agreement with Chase
Manhattan Bank in February 1999.
Capital Structure
The authorized capital of HDFC Bank is Rs.450 crores. The
paid-up capital is Rs.281.2 crores. The HDFC Group holds
24.5% of the bank's equity while about 13.3% of the equity
is held by the depository in respect of the bank's issue of
American Depository Shares (ADS/ADR Issue). The Indian
Private Equity Fund, Mauritius (IPEF) and Indocean Financial
Holdings Ltd., Mauritius (IFHL) (both funds advised by J P
Morgan Partners, formerly Chase Capital Partners) together
hold about 11.6% of the bank's equity. Roughly 18% of the
7
equity is held by FIIs, NRIs/OCBs while the balance is widely
held by about 300,000 shareholders. The shares are listed
on the Stock Exchange, Mumbai and the National Stock
Exchange. The bank's American Depository Shares are listed
on the New York Stock Exchange under the symbol "HDB".
Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present
has an enviable network of over branches spread over cities
all across the country. All branches are linked on an online
real-time basis. Customers in 39 locations are also serviced
through Telephone Banking. The Bank's expansion plans
8
take into account the need to have a presence in all major
industrial and commercial centre where its corporate
customers are located as well as the need to build a strong
retail customer base. Being a clearing/settlement bank to
various leading stock exchanges, the Bank has branches in
the centre where the NSE/BSE have a strong and active
member base.
Management
Mr. Jagdish Kapoor took over as the bank's Chairman in July
2001. Prior to this, Mr.Kapoor was a Deputy Governor of the
Reserve Bank of India.
9
The Bank's Board of Directors is composed of eminent
individuals with a wealth of experience in public policy &
administration and commercial banking. Senior executives
representing HDFC and J P Morgan Partners (formerly Chase
Capital Partners) are also on the Board.
10
Flexcube, while the Retail Banking business by Finware, both
from I-flex Solutions Ltd. (formerly Citicorp Information
Technology India Ltd.). The systems are open, scaleable and
web-enabled.
11
BUSINESS PROFILE
12
b) Retail Banking Services
13
account at the point of purchase at a merchant
establishment, in India and overseas. The Bank launched its
credit card in association with VISA in November 2001. 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.
c) Treasury Operations
Within this business, the bank has three main product areas
- Foreign Exchange and Derivatives, Local Currency Money
Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate
need more sophisticated risk management information,
advice and product structures. These and fine pricing on
various treasury products are provided through the bank's
Treasury team.
Rating
14
AWARDS AND ACCOLADES
the Year 2000-01 and as Business India's Best Bank for the
year 2000.
15
world and as one of the "20 for 2001" best small companies
in the world.
in India 2002".
16
Another leading Indian business magazine Business Today in
1999.
17
Product Range
who is your one-point contact. You also get privileges like fee
you can issue a cheque (or use your ATM Card). The money
Savings Account.
18
Super Saver Account: Gives you an overdraft facility up to
interest.
and then some more. You can transfer up to Rs. 50 lakh per
facility, etc.
Internet.
19
Innovative services for your convenience...
you can also pay your utility bills and transfer funds, at any
all over the country and in over 140 countries with. You can
20
Mobile Banking: Access your account on your
quick delivery.
holiday.
of the cost of a car, new or used! And the loans come to you
21
with easy documentation and speedy processing at
PRODUCT RANGE
SALARY ACCOUNT
SAVING ACCOUNT
CURRENT ACCOUNT
FIXED DEPOSIT
DEMAT ACCOUNT
22
SAFE DEPOSIT ACCOUNT
SALARY A/C
23
Product Average No. of Provide
card
115 Up to 5000 10 Free Debit
Only card
defense
120 5000 10 Free ATM
24
• Interbranch/Intercity Banking at 142 branches and over
360 ATMs
their account in Pune and can operate this \account the next
has a branch.
25
outlets in India and 10 million worldwide. Costumer can also
HDFC BANK also waives the annual fee for one additional
just a call.
26
Free Mobile Banking: - Customer can even conduct a
27
Free Collection of Outstation Cheques: This account
Salary Account?
number.
28
and ATMs to pay their electricity, telephone and mobile
cheque book with the name of the entire account holder (S)
29
Insurance
In case customer card is lost/stolen, customers are covered
for any liability exceeding Rs. 500/- (After customer report
the loss to the Bank). Please report of their card immediately
to HDFC BANK Phone Banking service. Additionally, customer
must report the loss/theft of their card to the nearest police
authorities and forward a copy of the acknowledged report
to the Bank.
Additional Card
Additional cards are available to Joint Account holders at an
Annual fee of Rs. 100 per card. However, the operating
instructions on the account should allow for financial
transactions to be conducted singly by the Joint Account
holders. Annual fee has been waived for the first year on one
Additional Card.
30
Service enquiries
Important
Please sign on the reverse of the card on the signature
panel.
Their personal Identification Number (PIN) will be mailed
31
(i.e. transactions in currencies other than local currency of
Nepal / Bhutan or Indian Rupees).
In case of multiple accounts linked to their card, all their
transactions at Merchant Outlets, Visa/PLUS ATM and
Cirrus ATM locations will access one account i.e. the
Primary Account Number designated by customer.
The four-digit PIN helps customer to access their accounts.
Do not reveal their PIN to anybody. Only customer should
know this number.
Please ensure that while using the Card outside India
32
SAVING ACCOUNT
33
Free Net Banking: - HDFC BANK convenient Net banking
facility will open up a whole amount of services for customer
at just the click of a mouse. Customer can:
• Check their up to the minute account balance etc.
• Open a Fixed Deposit.
• Get a Demand Draft
• Make a TDS inquiry
• Request a stop payment on a cheque
34
Interbranch/intercity Banking:- Customer can access
their account from any of the 211 branches in 110 cities and
over 650 ATMs across the country. So customer can
withdraw cash from another branch, through a self-cheque
or an ATM. Customer could also transfer funds between two
accounts, or deposit a local cheque in one branch and get is
credited to their account in another city.
Bill pay:- Now for the firs time ever, customer get an
absolutely unique facility for paying their telephone,
electricity, cellular phone bills and insurance premium at the
push of a few buttons. Pay utility bills using the ATM, the
Internet,. Telephone of mobile phone.
Customer can:-
• Get their account details
35
• Ask for a cheque book or a statement
• Open a Fixed Deposit
• Transfer money within their own accounts
• Order a Demand Draft
• Stop cheque payment, etc.
CURRENT ACCOUNT
36
Take Customer’s pick!
Customer can choose the Current Account that works best
for their specific business needs.
37
• Monthly statement.
• Online, real-time Net Banking.
• 24 hours Phone Banking access (please check for
availability in their city,).
38
4. HDFC Bank Plus
Single Account, Multi-city Banking
39
FIXED DEPOSIT
Super save account
(a temporary overdraft against their fixed Deposit)
Easy operation
Customer can open a supersaver Account with nominal sum
of just Rs. 25,000 and enjoy a temporary withdrawal limit of
up to 75% of their deposit
40
Even after customer withdraw a part of their limit, their
entire deposit continues to earn a high rate of interest, i.e.
their deposit in not broken. Customer are required to pay an
overdraft interest that is 2%
more than the interest earned by their Fixed Deposit for the
amount of overdraft, and only for the period for which
customer use the money. Besides, customer can take an
overdraft by simply using a cheque of through an ATM. Isn’t
that great?
High yield
Customer can choose any account plan between 6 months
and 5 years for their Super Saver Account. HDFC BANK
personal Bankers will give customer expert advice on the
best possible account plan yielding the most attractive
interest, depending on their needs.
41
customers still earn more than customer would through a
Saving Account. Incredible isn’t it?
42
SWEEP IN ACCOUNT
(A Flexible Fixed Deposit cum Savings Account)
43
It is a Fixed Deposit that comes automatically linked to a
savings Account. So whenever customer’s short of funds in
their Saving account and their money is “blocked” in a fixed
Deposit, customer just have to issue a cheque (or use the
ATM.) their money automatically gets transferred, i.e. swept-
in from their fixed Deposit into their Saving Account. It’s as
easy as it sounds. To open a sweep in Account, all customer
need is to open a Fixed Deposit as per the norms of the bank
and a Savings Account with no minimum balance
requirement.
44
the tenure that it has completed without any penalty. The
rest of their deposit continues to earn the original interest
rate till maturity.
45
DEMAT ACCOUNT
46
What other benefits do I get?
• Paperless trading which will help prevents mutilation. Loss
and misplacement of certificates and eliminate the
problems of bad delivery.
• Safety of their securities with HDFC Bank.
• Problems of bad delivery, theft or mutilation eliminated.
• Zero stamp duty.
• Faster settlements of buy and sell orders, direct credit of
allotment from public/ rights/bonus issues.
47
48
SAFE DEPOSIT LOCKERS
49
Convenient hours of operations: Their can operate the
lockers during the branch timings, and even on Sundays at
select braches.
50
which allows them to make transaction any where in the
world which has visa compatibility in this way hdfc bank
epitomizes.
People Management
HDFC Bank has well qualified team of professional
team of professionals who are experts in customer
relationship management. They have achieved. Thus
level of expertise through training and motivation
program taken up at regular intervals because of this
high levels of competence HDFC Bank is often of called
as Indian Foreign Bank.
51
Further it helps customers access the bank facilities in
leisure time that is while marketing or on way to some
important destination.
Further all ATMs and branches are fully air conditioned
with relaxing environment which puts visitors at ease
the peaceful hesitate the tension and stores of
customers.
Process Management
HDFC Bank has simplified procedures for transaction
and opening accounts it has done a way with Hussle of
Gvasenter which are mandatory in many in many
banks similarly it has done a way with many lumbers
one and non essential procedures which helps
customers reduce stress and under tension.
52
53
OBJECTIVE OF THE RESEARCH
54
55
DATA COLLECTION METHOD
There are two types of Data Collecting method.
Types of data-
Primary data
Secondary data
Primary data:
Primary data means data that are collected by different
techniques like Questionnaire, Depth interview, Surveys,
Schedules etc.
In this project I have collected data by Questionnaire.
Secondary data:
Secondary data means data that are already available i.e.:
they refer to the data which have already been collected and
analyzed by someone else .Usually published data are
available in:
(a) Various publications of the central, state or local
governments.
(b) Various publications of the foreign governments.
(c)Technical and trade journals.
56
• Books, magazines and newspapers.
• Reports and publications of various associations
connected with industry.
• Internet
SAMPLING
Area of sampling is Delhi only. The sample size is 100
which include all between age group 18-60 years with
minimum qualifications required t o be an advisor in the
company.
RESEARCH METHODOLOGY
57
58
DATA ANALYSIS
Based on the response of 250 people following table has been made:
NAME OF THE BANK NO. OF ACCOUNTS %age
HDFC 70 28%
ICICI 110 44%
UTI 20 8%
IDBI 50 20%
59
UTI
IDBI 8% HDFC
20% 28%
HDFC
ICICI
IDBI
UTI
ICICI
44%
60
Since HDFC Bank is number two in terms of number of
account holders, and its positive image and enormous
goodwill among masses elevates, its position from nicher
to runner in retail banking sector. It can very well take on
the challenge posed by ICICI Bank and try to improve its
position by focusing on key strength areas and
strategically eliminating its weak points.
Based on the response of 250 people following table has been made
61
Name of Account Used by people % age
SAVINGS 80 32%
CURRENT 70 28%
FIXED 40 16%
SALARY 60 24%
SALARY SAVINGS
24% 32%
FIXED
16%
CURRENT
28%
62
Types of accounts held by people ranked in order
1. Savings
2. Current
3 Salaries
4. Fixed
63
MOST SOUGHT AFTER ATTRIBUTES OF A BANK
MEAN RANK
6
5.276
5
4.24
3.88
4 3.388
2.6 2.72
3
0
ATM FACILITIES LOCATION SERVICE ATMOSPHERE EMPLOYEE
BEHAVIOUR
64
NOW ARRANGING THE MEAN RANKS IN ASCENDING ORDER WE
GET THE OVERALL RANK WHICH IS AS FOLLOWS:
1. ATM
2. LOCATION
3. EMPLOYEE BEHAVIOUR
4. FACILITIES
5. SERVICE
6. ATMOSPHERE
65
SATISFACTION LEVEL OF CUSTOMERS
100%
80%
60%
Series1
40%
20%
0%
SAVINGS CURRENT SALARY FIXED
As we can clearly make out from the graph above shown that salary
account
is most popular among the customers .After which savings is the second
most popular among customers.
66
POSSIBILITY OF EXPANSION CONSIDERING PRESENT
CUSTOMER BASE
YES 45%
NO 55%
YES
45%
YES
NO
NO
55%
67
people says no to opening another account which
means that they are not satisfied with the bank.
68
INTERPRETATIONS
69
considered virgin which makes the launching and
expansion prospects very good one. In this way the Bank
can gain foothold over these territories and reap rich
harvest in terms of booming account numbers.
70
7. It is also felt that in the era of e-banking where
transaction is more on the IT highway the success of bank
will depend more on building information networks rather
then anything else. In the near future all existing banks
including HDFC Bank may have to rival Airtel and hutch
network, which too might become Banks very soon rather
then competing among themselves. Hence vision for
success in near future is building up of information
gathering and dissemination network base
71
SWOT ANALYSIS
Strength
The keys strength areas of HDFC Bank are their motivated
and highly competent staff who is aggressive in their
pursuit for excellence in terms of employee competence it
rivals the highly rated foreign banks.
Weakness
Though HDFC Bank has wide coverage of ATM Network
through out the country it is not considered adequate
keeping in view is wide customer base.
Opportunity
HDFC Bank has good opportunity in Rural area and offices
etc. which are still untouched by banks of such repute an
are considered virgin markets.
Threat
Other banks like ICICI, Centurion, UTI, IDBI, an expanding
at a very fast rate and are perceived as threat to HDFC
Bank.
72
73
SUGGESTIONS
74
To make the good relation with the customer it is very
important to take feed back time to time to know about the
problems and difficulties which are faced by the customer.
75
The bank has to open their extension counter in various
places of their city so that the deposit of bank is also
increase and the turnover of bank during facilities which is
provided by bank cheaper rate.
76
LIMITATIONS
No study is full proof or error free. This study has also got
some limitations that are given below.
77
• Sample size was only 100.So the result may not reflect
the actual situation. A large sample size may reflect better
result
.
• Most of the people were either not very willing to spend
time in discussing about policies or were reluctant to tell
about the plans for the fear of receiving unsolicited call from
the company in order to promote its policies.
78
SUMMARY
79
Chapter 1 includes the introduction part, which covers the
basic introduction of the HDFC Bank.
80
CONCLUSION
81
As it is the fastest growing section and HDFC Bank is one of
the top biggest player of this sector in this project I deal with
all those areas and various product which attract the
customer most.
This project helps those people and Bank to avail all the
facilities and improve their services respectively.
82
83
ANNEXURE
84
QUESTIONNAIRE FOR RESPONDENTS
2. Sex:
[ ] M [ ] F
85
4. Your marital status
□ Married □Unmarried
Occupation Remar
k
Working/salaried-
Government
Working/salaried-
Private
Business
Professional (Doctor,
Engineer, CA, Tax
consultant etc.)
86
□ 3-5lacs
□ 5-10lacs
□ >10 lacs
PART -B
Satisfaction level
Invested Highly Dissatisfie Neither Moderate Complete
in dissatisfi d satisfied ly ly
ed nor satisfied satisfied
dissatisfi
ed
Fixed
Account
Savings
Account
Salary
Account
Current
87
Account
YEARS________ MONTHS______
88
13. Do you HDFC Bank would be able to position itself
□ yes □ no
89
_______________________________
__
_______________________________
__
Thank you!!!
90
BIBLIOGRAPHY
Books:
Websites:
www.hdfc.com
www.irdaindia.org
www.financialexpress.com
91