Introduction

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

Capital Structure
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.
Distribution Network
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 has 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.

Management
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.

Business
• Wholesale Banking Services
• Retail Banking Services
• Treasury

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.
The HDFC Main Branch
Ranchi Club Complex Ranchi.
It is situated in the heart of the Jharkhand’s state
capital Ranchi at the Ranchi Club Complex in
Mahatma Gandhi Road. It is the first and the main
branch of the city with a daily foot fall of
approximately 800 customers coming to the bank
for attaining different services provided by the
bank. The services this bank provides consist of
savings a/c, current a/c, fixed deposit, foreign
exchange, demand drafts, loan etc. With a strength
of 50 staffs this branch has won many performance
awards under different heads.

The Questionnaire
The questionnaire consists the entire questions
which are related to the customers who often
transacts with HDFC Bank and Club Complex
Branch. It is a kind of feed back about the service
they provide as a Bank in whole and as a branch
individually. There are certain new things added
like the ACKNOWLEDGEMENT for any kind of
instruction a customer gives to any staff of the
bank. Is that been given to the customer or not? Is
there any issues which the customers are facing
and not getting resolved? What are the things
which that stop a customer to step in to the Club
Complex Branch etc.

The Questionnaire is as follows:

1. SINCE HOW MANY YEARS YOU ARE BANKING WITH HDFC
BANK?

<1 YEAR <2 YEARS <3 YEARS 3

YEARS OR MORE
 2. YOU CAME TO THE BRANCH FOR?

SAVINGS A/C CURRENT A/C LOAN

FIXED DEPOSIT

3. HOW OFTEN YOU TRANSACT WITH HDFC BANK?

DAILY WEEKLY MONTHLY HALF-YEARLY

4. WAS AN ACKNOWLEDGEMENT GIVEN TO YOU FOR YOUR JOB?

YES NO COUNTER NUMBER

5. YOUR QUERY HANDLING TIME WAS?

MINIMUM MODERATE MAXIMUM

6. HOW CONVENIENT IS THE BANK AND THE ATM LOCATION?

HIGHLY CONVENIENT SOMEWHAT CONVENIENT

INCONVENIENT

7. DO YOU REGULARLY RECEIVE THE SMS AND MAILERS ABOUT

NEW OFFERS FROM HDFC?
YES NO CAN’T SAY

8. WOULD YOU SUGGEST HDFC BANK TO YOU FRIENDS, FAMILY

ETC.?

YES NO CAN’T SAY

9. ARE YOU SATISFIED WITH THE SERVICES OF HDFC BANK?

SATISFIED SOMEWHAT SATISFIED

UNSATISFIED

Reason:_____________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
__

10. HOW MANY TIMES YOU HAVE TO STEP IN FOR ONE JOB?

ONCE TWICE MORE THAN TWICE

_______________

11. WHAT STOPS YOU TO BANK WITH HDFC BANK CLUB

COMPLEX BRANCH, RANCHI?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
The Results
The quantitative data collected randomly has been
weighted and is shown in graphical method below.
The graphs are shown in the sequence of the
question.

1) SINCE HOW MANY YEARS YOU ARE BANKING WITH HDFC?

50
2) YOU CAME TO THE BRANCH FOR?

45

40

35
f Customers

30

25
3) HOW OFTEN YOU TRANSACT WITH HDFC BANK?

TRA N SA CTION CHA RT

70

60

50

40
WEIGHTGE

30

20

10

0
D AI LY W EEK LY M O N TH LY H ALF-YEARLY
Ser i es 1 2 15 58 3

TRAN SA CTIO N
 4) WAS AN ACKNOWLEDGEMENT GIVEN TO YOU FOR YOUR
JOB?

A CKN O W LEDGEM EN T CHART

80

70

60

50
WEIGHTAGE

40

30

20

10

0
YES NO
Seri es1 75 7

ACKN O W LEDGEM EN T

5) YOUR QUERY HANDLING TIME WAS?

RESPONSE TIME CHART

60

50

40
WEIGHTAGE

30

20

10

0
M INIM UM M ODERATE M AXIM UM
Ser ies1 48 37 3
RESPONSE TIM E
 6) HOW CONVENIENT IS THE BANK AND ATM LOCATION?

B A N K L O C A T IO N C O N V E N IE N C E C H A R T

70

60

50

40
WEIGHTAGE

30

20

10

0
H I G H L Y C O N V E N I E N TS O M E W H A T C O N V E N IE N T IN C O N V E N IE N T
S e rie s 1 17 58 7
H O W C O M V E N IE N T
 7) DO YOU REGULARLY RECEIVE THE SMS AND MAILS ABOUT
NEW OFFERS FROM HDFC?

S M S S E R V IC E C H AR T

60
50
40
WEIGHTAGE

30
20
10
0
YES NO C ANT S AY N/A
S e rie s 1 56 8 19 8
O P T IO NS

8) WOULD YOU SUGGEST HDFC BANK TO YOU FAMILY,

FRIENDS ETC.?

80

70

60

50
WEIGHTAGE

40

30

20

10

0
YES NO CANT SAY
Series1 74 10 6
OPTION S
 9) ARE YOU SATISFIED WITH THE SERVICES OF HDFC
BANK?

SATISFACTION CHART

60

50

40
WEIGHTAGE

30

20

10

0
SATISFIED SOMEWHAT SATISFIED UNSATISFIED
Series1 57 30 5
LEVELS

10) HOW MANY TIMES YOU HAVE TO STEP IN FOR ONE JOB?

90

80

70

60
WEIGHTAGE

50

40

30

20

10

0
ONC E TW IC E M ORE THA N TW IC E
S eries1 79 1 2
OP T ION S
 CONCLUSION
On the basis of above shown graphs we can easily
calculate that The Housing Development Finance
Corporation Bank is growing by providing the best
services. This survey was conducted to locate the
problems faced by the customers when they step
in to the HDFC Bank, Club Complex Branch Ranchi.
But with the random selection of customers with
different age groups and genders we can say that
the customers of this bank are well satisfied with
the services.

i) The first question shows how many loyal

customers are there with HDFC Bank and
the survey shows that 49% customer hold
the account for more than 3 years.
ii) The second question shows that which the
biggest contributor is in revenue
generation? It is the Savings A/c with 83%
iii) The third question shows the transaction
rate of the customer which says that most of
the customer transact monthly as 75% of
them said that.
iv) The fourth question gives the responsibility
rate; an acknowledgement system has been
introduced by the bank which is to be given
to every customer who gives an instruction
to the bank. 92% of the customers got the
acknowledgement receipt.
v) The fifth question shows the response time
of the staff handling the customer. It wasn’t
any time bound question but qualitatively
asked about the handling time, the answer
was 55% were happy as it was minimum for
them and for 42% customers it was
moderate.
vi) The sixth question shows the convenience of
the Bank and ATM Location for which 21%
people say its very convenient and 71% say
that its fine but there should be ATM centres
in area like Hatia, Sector -3, Bariatu.
vii) The seventh question again reviews the
responsibility rate which asks that does the
customer receive the mailers and sms about
new offers for which 62% says yes, 9% says
no and rest 19% consists of cant say and not
applicable.
viii) The eighth question was asked with respect
to the future growth that whether the
customer would like to suggest HDFC bank
to others or not . 82% people say that they
will definitely suggest HDFC Bank to others.
ix) The ninth question shows the satisfaction
level of the customer while banking with
HDFC Bank which got a response of 62%
being Satisfied, 33% being Somewhat
Satisfied and 5% being unsatisfied.
x) The tenth question answers how efficient
are the employees of HDFC bank. It asks
that how many times a customer needs to
come to accomplish on job. For which 96%
says that they have to come only once for a
job.
xi) With regards to the last question of the
questionnaire, it was asked that what is that
stops you to bank with HDFC Club Complex
Branch, or simply you can say that what is
wrong with this branch according to you.
This was added to find out the views of
people and what they expect from the
branch.
There were many different answers which we
found but the four major issues are:

i) Parking Problem: This is the problem

which is faced by any and every customer
who comes to the branch on a two-wheeler
or four-wheeler.
ii) Sitting Arrangement: This bank has many
customers who are at the age ranging above
50 years and they need a place where they
can relax or sit while their work is been
done. Even some of them also said that it
doesn’t looks good to sit on the vacant chair
in front of the counter. So they expect a
place to sit while their work is done.
iii) Drinking water facility: There are office
boys in the branch who gets a glass of water
whenever asked by any of the customer. But
the customer psychology says that if the
drinking water facility is not visible that
mean it’s not available.
iv) Passbook for Saving A/c holders: The
customers also asked for the passbook of
savings a/c as the public sector bank do.

Solutions to the above issue:

i) Parking Problem: Cannot be resolved as
there is no space for the parking and the
area which was allotted has now been
considered as NO Parking Zone by the court.
ii) Sitting Arrangement: A sofa set or some
chairs can be arranged to provide relaxation
to needy customers with a tag on the wall
saying “ Please do not capture
unnecessarily”
 iii) Drinking Water Facility: An Aquaguard
with disposable glasses can be fixed at one
of the point in the bank.
iv) Passbook for Savings A/c: As discussed
with the B.M. the passbook facility has
already been started but the customers are
unaware of it. An SMS can be sent for the
same or it should be directly conveyed to
the customers who are stepping into the
bank for any kind of work.

The Business Environments affecting the business

of the HDFC Bank:

Demographical Environment: It has a positive

affect on the business as the city is well populated
due to which HDFC Bank Club Complex Branch
receives an footfall of 800 on an average everyday.
The location is also in the heart of the city and
easily reachable. Most of the people are well
literate enough to know the banking transactions
and evaluate the benefits and limitations they are
going to get with the bank.

Social Environment: The society has also shown

positivity towards the bank as the customers are
increasing and the transactions are made on a
regular basis. The society has accepted the bank
very well and there are many reasons for it. The
result of the survey shows the transparency why
the society has accepted the bank.

Political Environment: The bank is facing a

major issue of Parking problem so it should have a
word with the government so that with some
mutual understanding the issue can be resolved.
This is an issue which is very problematic and
doesn’t have any solution without government’s
approval. At the moment it’s working negatively for
the bank.