A Project Report

On

“Credit Card”

Of

“HDFC BANK”

IN THE PARTIAL FULFILLMENT OF

BATCHLOR OF BUSINESS
ADMINISTRATION,
UNIVERSITY OF PUNE

SUBMITTED BY

SHAKEEL KHANZADA

48
 Acknowledgement

If words are considered to be signs of gratitude then let these

words Convey the very same my sincere gratitude to HDFC

BANK for providing me with an opportunity to work with

BANK and giving necessary directions on doing this project to

the best of my abilities. I am highly indebted to Mr. Ajit

Shinde, Branch Manager and company project guide, who has

provided me with the necessary information and also for the

support extended out to me in the completion of this report

and his valuable suggestion and comments on bringing out this

report in the best way possible. I also thank Prof. Wafiya Wahid,

PUNE who has sincerely supported me with the valuable

insights into the completion of this project. I am grateful to all

faculty members of my college PUNE and my friends who have

helped me in the successful completion of this project.

48
 CONTENT

Sr. No Particulars Page. No

1. INTRODUCTION
1.1 About the study
1.2 Objectives
1.3 Scope
1.4 Limitations of study
2. Organization Profile
2.1 Companies Profile
2.2 About organization
2.3 Board of Directors
2.4 Services of organization
3. RESEARCH
METHODOLOGY
3.1 Concept
3.2 Types of Data
3.3 Tools and Techniques of Data
Collection
4. CONCLUSION
5. SUGGESTIONS
6. BIBLOGRAPHY

48
 1. Introduction
1.1 About the study

Credit cards have become an important part of life in the

modern world. People especially the younger generation are almost
addicted to the use of credit cards. Credit card can be highly
advantageous for a person if used wisely and responsibly. At the same
time if a credit card is used irresponsibly it can open the gates of debt for
a person. Credit cards are convenient to use and many people fail to
restrain themselves and lose complete control of their expenses.

What is a Credit card

A credit card for some people is just a convenient source of plastic

money. But in reality a credit card is much more than that. It is true that a
credit card is a flexible mode of payment which is accepted at almost 30
million locations worldwide. The best part about credit cards is that if the
bill is paid off completely no interest is charged on purchases made from
the card in the past. In short we can say that credit cards offer short term
interest free credit for a limited period.

48
Advantages of a credit card

A credit if used sensibly and responsibly can be a advantageous financial

tool. Some of the major advantages of credit cards are:
 Credit cards offer the free use of funds with the only criteria that
the credit card bill is paid in full and in time.
 Credit cards are far more convenient compared to cash.

 Credit cards are the most popular modes of payment for making
purchases on the internet.
 Credit cards offer their customer with reward points which can be
redeemed for availing discount offers or getting free gifts.

Disadvantages of credit cards

Credit cards if used without any sense of responsibility can spell doom
for the user and can be the reason for a debt for the user. The major
disadvantages of credit cards are:

 If the credit card bill is not paid on time the interest rate charged is
very high. It is higher than loans like personal loans etc.

 Credit cards may have a negative effect on your credit history if

the bill is not paid in time.

 Credit card can be the reason of too much debt may be even more
than you can handle.

48
Credit card control tips

There are a few useful tips which can be used to make sure that one stays
away from credit card debt and uses a credit card to his/her advantage.
Always use a credit card which has a low fee or has no annual charges.
 Make use of your credit card for purchases of amount for which
you can make the payment when the bill is due.
 Always remind yourself that the credit card bill needs to be paid in
full by the due date ach month. This will discourage you to use the
credit card too often and at places where it may not be used.
 A great way to reduce the amount you pay on your credit card is to
find a credit card with a low and affordable rate of interest.

 Keep in mind that paying only the minimum amount due on your
credit card would mean it would be almost impossible to get out of
debt ever.

48
1.2 Objectives of the study

 To study various credit card & scheme and other financing

scheme of HDFC Bank.

 To understand the working of the Credit Card department.

 To understand the various procedures and facilities of credit

cards provided by the HDFC Banks.

 The study is aimed at understanding how an organization

practically works in the real situation.

 To know about the different types of Credit cards provided by

HDFC bank to its customers and the interest rate charged on it
by the bank.

 To know about the Credit card offers - the free use of funds
with the only criteria that the credit card bill is paid in full and
in time

 To study that the Credit cards are the most popular modes of
payment for making purchases on the internet.

 To examine the level of awareness of the HDFC Bank

services.

 Understanding the expectations and requirements of all your

customers for the credit card loan facility.

48
1.3 Scope of the Study

 This report is based on the study conducted at HDFC

Bank, Pune.

 It aims at understanding the company’s establishment,

Credit card loan department, procedure and the advantages
it is having over the competitors.

 An attempt is made to analyze the Organization’s

performance in compare to the theoretical aspects.

 It aims to understand the skills of the Organization in the

areas like Technological advancements and competition.

 It aims as the credit cards are the most popular modes of

payment for making purchases on internet.

48
1.4 Limitation of the Study

 Whatever data is collected is mostly data is secondary data.

 As the managers are busy in their daily schedules it is not possible

for us to spend more time in interaction and discussion with them.

 The project was constrained by time limit of one month.

 Mindset of people may vary depending upon their age, gender,

income etc.

 Getting appointment from the concern person was very difficult.

 Peoples mind set about the survey was an obstacle in acquiring

complete information & positive interaction.

 Respondents were very busy in their schedule. So it was very time

consuming for them to answer all the questions properly.

 It was not possible to understand thoroughly about the different

credit cards of the HDFC Bank within 60 days.

 It was very difficult to get the information about the different

credit cards and their limit to the various income groups.

 All the information regarding the features and benefits of the

credit cards were not provided to the fullest.

48
2. Organization Profile

2.1 History Organization

HDFC Bank was incorporated in August 1994, and, currently has an

nationwide network of 1412 Branches and 2890 ATM's in 528 Indian
towns and cities. Our single-minded focus on product quality and service
excellence has helped us garner the appreciation of both national and
international organizations. All the facts and figures highlighting the
rapid growth of HDFC Bank over the last nine years. Join the workforce
of India's leading private sector bank that has won accolades from top
national and international magazines, and explore a world of
opportunities. HDFC Bank's Corporate Governance Policy has been
adopted keeping in mind the importance of attaining fairness for all
stakeholders, as well as achieving organizational efficiency.

Milestones in the History

HDFC Bank began operations in 1995 with a simple mission: to be a
“World Class Indian Bank.” We realized that only a single minded
focus on product quality and service excellence would help us get
there. Today, we are proud to say that we are well on our way
towards that goal.

48
2009
Euro money Awards 2009
Economic Times Brand Equity &
Nielsen Research annual survey
2009
Asia Money 2009 Awards
IBA Banking Technology Awards
2009
Global Finance Award
2008
Finance Asia Country Awards for
Achievement 2008
CNN-IBN
Nasscom IT User Award 2008
Business India
Forbes Asia
2007
The Bombay Stock Exchange and
Nasscom Foundation's Business for Responsibility Practice Award.
Social Responsibility Awards
Outlook Money & NDTV Profit
The Asian Banker Excellence in
Retail Financial Services Awards
Asian Banker
'Best Bank in India'
Most Trusted Brand - Runner Up
‘Best Domestic Bank in India'
Best IT Governance Award -
Runner up'
'Best Trade Finance Bank in India
for 2009
'Best Bank and Best Cash
Management Bank'
'Indian of the Year (Business)'
'Best IT Adoption in the Banking
Sector'
'Best Bank 2008'
Fab 50 companies in Asia Pacific
Best Corporate Social
Best Bank Award in the Private
sector category.
Best Retail Bank in India
Our Managing Director Adtiya Puri
wins the Leadership Award.
48
2006
Business Today
Forbes Magazine One of Asia
Pacific's
Business world
The Asset Magazine's Triple A
Country Awards
Asia money Awards
Euro money Awards
2005
Asia money Awards
Asia money Awards
The Asian Banker Excellence
Finance Asia magazine
Economic Times Awards
Best Bank in India
Best 50 companies.
Best listed Bank of India
Best Domestic Bank
Best Local Cash Management Bank
in Large and Medium segments.
"Best Bank" in India.
Best Domestic Commercial
Best Cash Management Bank -
India
Best Cash Management Bank -
Excellence
Best Bank in India
"Company of the Year" Award for
Corporate Excellence
48
 1.2 Organization Profile
HDFC Bank Ltd. (BSE: 500180, NYSE: HDB) is a commercial bank of
India, incorporated in August 1994, after the Reserve Bank of India
allowed establishing private sector banks. The Bank was promoted by the
Housing Development Finance Corporation, a premier housing finance
company (set up in 1977) of India. HDFC Bank has 1,412 branches and
over 3,295 ATMs, in 528 cities in India, and all branches of the bank are
linked on an online real-time basis. As of September 30, 2008 the bank
had total assets of INR 1006.82 billion.[3] For the fiscal year 2008-09, the
bank has reported net profit of Rs.2, 244.9 crore, up 41% from the
previous fiscal. Total annual earnings of the bank increased by 58%
reaching at Rs.19, 622.8 crore in 2008-09.

2000
1800
1600
1400
1200
Cities
1000
Branches
800
ATMS
600
400
200
0
2007 2008 2009

Year March 2007 March 2008 March 2009

Cites 228 316 327
Branches 535 684 761
ATMS 1323 1605 1977

48
Against the regulatory approvals for new branches in hand, the
Bank expects to further expand the branch network by around 150
branches by June 30, 2008. During the year, the Bank stepped up
retail customer acquisition with deposit accounts increasing from
6.2 million to 8.7 million and total cards issued (debit and credit
cards) increasing from 7 million to 9.2 million. Whilst credit growth in
the banking system slowed down to about22% for the year ended 2007-
08, the Bank’s net advances grew by 35.1% with retail advances growing
by 38.6% and wholesale advances growing by 30%, implying a higher
market share in both segments. The transactional banking business also
registered healthy growth with cash management volumes increased by
around 80% and trade services volumes by around 40% over the previous
year. Portfolio quality as of March 31, 2008 remained healthy with gross
nonperforming assets at 1.3% and net non-performing assets at
0.4% of total customer assets. The Bank’s provisioning policies for
specific loan loss provisions remained higher than regulatory
requirements.

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

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

48
Capital Structure
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up
capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's
equity and about 17.6% of the equity is held by the ADS Depository (in respect of the
bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held
by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders.
The shares are listed on the Stock Exchange, Mumbai and the National Stock
Exchange. The bank's American Depository Shares are listed on the New York Stock
Exchange (NYSE) under the symbol 'HDB'.

Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an
enviable network of over 1229 branches spread over 444 cities across
India. All branches are linked on an online real-time basis. Customers in
over 120 locations are also serviced through Telephone Banking. The
Bank's expansion plans take into account the need to have a presence in
all major industrial and commercial centers where its corporate customers
are located as well as the need to build a strong retail customer base for
both deposits and loan products. Being a clearing/settlement bank to
various leading stock exchanges, the Bank has branches in the centers
where the NSE/BSE has a strong and active member base. The Bank also
has a network of about over 2526 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic
and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus
and American Express Credit/Charge cardholders.

48
2.3 Board of Directors

NAME DESIGNATION

Jagdish Kapoor Chairman

Aditya Puri Managing Director

Paresh Sukthankar Executive Director

Harish Engineer Executive Director

Mr.C.M.Vasudev Director

Mr.Aditya Puri Director

Mr.Keki Mistry Director

Mr.Arvind Pande Director

Mr.A.N.Roy Director

Mr.Pandit Palande Director

Mr. Bobby Parikh Director

BRANCHES IN PUNE
48
Bank Branch Name City
Name

HDFC BANER PUNE

HDFC BHANDARKAR ROAD PUNE
HDFC BIBVEVADI PUNE
HDFC CHINCHWAD PUNE
HDFC HERITAGE HOUSE- Pune PUNE
HDFC KARVE NAGAR PUNE
HDFC NARAYAN GAON PUNE
HDFC NARSINH CENTRE PUNE
HDFC PAUD ROAD PUNE
HDFC PIMPRI PUNE
HDFC BOAT CLUB-Pune PUNE
HDFC EAST STREET-Pune PUNE
HDFC FERGUSSON COLLEGE PUNE
HDFC HINGHNE KHURD PUNE
HDFC LAXMI ROAD PUNE
HDFC NANA PETH PUNE
HDFC NIGDI PUNE
HDFC PASHAN PUNE
HDFC SAHAKAR NAGAR PUNE
HDFC SHANKARSHETH ROAD PUNE
HDFC WANOWRI PUNE
HDFC HADAPSAR- PUNE
MAGARPATTA
HDFC VIMAN NAGAR PUNE
HDFC VISHRANTH WADI PUNE

48
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.
The Managing Director, Mr. Aditya Puri, has been a professional banker
for over 25 years and before joining HDFC Bank in 1994 was heading
Citibank's operations in Malaysia. The Bank's Board of Directors is
composed of eminent individuals with a wealth of experience in public
policy, administration, industry and commercial banking. Senior
executives representing HDFC are also on the Board. Senior banking
professionals with substantial experience in India and abroad head
various businesses and functions and report to the Managing Director.
Given the professional expertise of the management team and the overall
focus on recruiting and retaining the best talent in the industry, the bank
believes that its people are a significant competitive strength.

Technology
HDFC Bank operates in a highly automated environment in terms of
information technology and communication systems. All the bank's
branches have online connectivity, which enables the bank to offer
speedy funds transfer facilities to its customers. Multi-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
prioritized 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.

Documents required for a Credit Card

48
List of acceptable Address Proof for Card holder

 Passport
 Driving license
 Telephone bill
 Electricity bill
 Bank account statement - Bank statement or Pass book can be
accepted - In both the address should be mentioned
 Ration card
 Voters ID (if it has address)
 Letter from the society (only registered societies) - on the
letterhead which carries the society's Registration No. The letter
 Monthly outgoings bill from Registered Housing society - on the
letterhead which carries the society's Registration No.
(Maintenance charges receipt issued by the society NOT
acceptable)
 Registration documents/Ownership proof copy.
 Mobile post paid bill
 Company ID card
 LIC Premium receipt
 Gas Bill
 Water Bill
 Society Maintenance Bill
 Property Tax Receipt

48
List of acceptable Photo ID Proof for
Card holder:

 Passport

 Voters ID

 Ration Card

 Company/Institution photo ID card

 Student ID card

 OBC Photo Card

 Insurance / Medi-claim Photo Card

 Passbook with Photo

 Senior citizen ID

 Government organization ID card with signature and photo.

48
Application Form

48
Declaration Form

48
2.4 Services of the Organization

HDFC Bank understands how much of hard work goes into establishing a
successful SME. They also understand that the customer’s business is
anything but "small" and as demanding as ever. And as their business
expands and enters new territories and markets, they need to keep pace
with the growing requests that come in, which may lead to purchasing
new, or updating existing plant and equipment, or employing new staff to
cope with the demand. That's why HDFC Bank has assembled products,
services, resources and expert advice to help ensure that the consumer’s
business excels.

HDFC Bank solutions are designed to meet Customer’s varying needs.

The following will help us identify the different kinds of services
provided by the Bank through Credit Cards.

48
1. Classic Cards: Products trusted by many

 Silver Credit Card

Internationally accepted Silver Credit Card allows the customer to
enter a world of Privileges and saving.

• Purchase Interest Rate: 2.95% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : Minimum Income: Rs.
200,000/- p.a. (self employed) | Rs.
150,000/- p.a. (salaried)

2. Special Benefit Cards: For those with special

needs

 Value Plus Credit Card

A true value card that enables the customer to avail 5% cash back
on all their purchases.
• Purchase Interest Rate: 2.95% p.m
• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : Minimum Income: Rs.
200,000/- p.a. (self employed) | Rs.
150,000/- p.a. (salaried)

48
3. Premium Cards: Access world-class privileges
and benefits.

 Gold Credit Card

A card to match the customer’s lifestyle with features like special
offers on air and train ticketing and rewards redemption against air
miles.

• Purchase Interest Rate: 2.95% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : Minimum Income: Rs.
200,000/- p.a. (self employed) | Rs.
150,000/- p.a. (salaried)

 Titanium Credit Card

Titanium Credit Card is quite simply the most exclusive Credit
Card a customer can ask for with benefits like zero surcharge on
fuel, travel offers and accelerated two-tier reward program.

• Purchase Interest Rate: 2.65% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : N/A
48
 Woman’s Gold Card
Customer Enjoy the benefits of the best premium card made
specifically for women.

• Purchase Interest Rate: 2.65% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : Minimum Income: Rs.
200,000/- p.a. (self employed) | Rs.
150,000/- p.a. (salaried)

 Platinum Plus Credit Card

India’s only Platinum Credit Card with exclusive travel
and preferential benefits- recognition of those who have
“arrived in life”. Enjoy a world of exclusive privileges on
the HDFC Bank Platinum Credit Card.

• Purchase Interest Rate: 2.65% p.m

• Cash Withdrawal Rate: 2.50% p.m
48
 • Eligibility : N/A

 Visa Signature Credit Card

A card for the rarest of the rare a card with unique and exclusive
privileges that complement your refinement and style.

• Purchase Interest Rate: 2.50% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : N/A

 World MasterCard
A very premium offering for the truly elite, a card with tailor-
made premium privileges that complement a discerning lifestyle.

• Purchase Interest Rate: 2.50% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : N/A

48
4. Commercial Cards

 Corporate Platinum Credit Card

This card is not just a card, it’s a designation. HDFC Bank
Corporate card comes with a unique 24x7 Expense management
solution called SMART DATA ONLNE, powered by MasterCard
International.

• Purchase Interest Rate: 2.65% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : For corporate

 Business Gold Credit Card

Better Business with HDFC Bank International Business Gold
Card, which is designed to add value to the business, while
keeping in mind the convenience and lifestyle benefits for business
owners and the self-employed community specifically.

• Purchase Interest Rate: 2.75% p.m

• Cash Withdrawal Rate: 2.50% p.m
• Eligibility : For corporate

48
The life cycle of Credit card transaction

 Acquiring Bank- A bank that has a business relationship with a

merchant and receives all credit card transactions from that
merchant.
 Authorization Code - A code assigned by the card issuing bank to a
credit card sale to show that the transaction is authorized.
 Bank Card - A credit card issued by a bank.
 Chargeback - A credit card transaction that is billed back to the
merchant who made the sale.
 Independent Sales Organization (ISO) - Independent sales
organizations play a role in many business fields. In the credit card
industry ISOs act as a third party between the merchant and the
acquiring bank.
 Interchange - The transaction that takes place between the
acquiring bank and the credit card-issuing bank.
 Sales draft - An instrument showing an obligation on the
cardholder's part to pay money, (i.e... the sale amount), to the card
issuer.

Credit card process

 Cardholder requests a purchase from the merchant.

 The merchant submits the request to the acquire.
 The acquire sends a request to the issuer to authorized the
transaction.
48
 An authorization code is sent to the acquirer if there is valid credit
available.
 The acquire authorizes the transaction.
 The cardholder receives the product.

Processing of Credit Card

48
Schedule of charges for a Credit card

48
Description of Silver/Gold/Women’s Titanium
Charges Gold/Business Gold international/Platinum
plus/ Visa signature/
World master Card
Interest free Up to 50 days Up to 50 days
period
Minimum 5% minimum Rs.200 5%, Minimum Rs. 200
repayment
amount
Cash advance 10% of credit limit 30% of credit limit
limit
Annual fee Silver card-Rs.700 Titanium card- Rs. 3999
Gold card-Rs.2000 Platinum card-Rs. 3999
Business gold card- Visa card- Rs. 9999
Rs.750 World master card-Rs.
9999
Charges on 3.25%pm 39% annually For visa/ world master card
revolving credit from transaction date 3.05%pm & for titanium &
platinum card is 3.15% &
37.8%
Cash advance 2.5%of amount 2.5 % of amount withdrawn
charges withdrawn
Late payment Statement balance Late payment charges
charges Less than Rs.100 Nil
Rs. 100-500 Rs. 100
Rs. 501-10000 Rs. 350
Rs. 10001-20000 Rs. 500
More than 20000 Rs. 600
Charges on 2.5%of over limit 2.5 % of over limit amount
over limit a/c amount, subject a subject to a minimum of
minimum of Rs. 500 Rs. 500

Schedule of charges for a Credit card

48
Description of Silver/Gold/Women’s Titanium
Charges Gold/Business Gold international/Platinum
plus/ Visa signature/
World master Card
Payment return 2% of payment amount 2% of payment amount
charges subject to minimum of subject to minimum of Rs.
Rs. 300 300
Petrol 2.5% (subject to 2.5 % ( subject to minimum
transaction minimum of Rs. 10) of Rs. 10)
charge
Reissue of lost, Rs. 100 Rs. 100
stolen
Outstation Rs. 50 per instrument Rs. 50 per instrument
cheque
processing
charge
Retrieval fees Rs. 125 Per charge slip Rs. 125 Per charge slip
Foreign Bank charges cross Bank charges cross
currency currency mark-up of currency mark-up of 3.5%
transaction 3.5%
Service tax Applicable on all fees, Applicable on all fees,
interest and other charges interest and other charges

OTHER SERVICES OF HDFC

48
1. PERSONAL BANKING SERVICES

Accounts & Deposits Savings Account

 Regular Savings Account

 Savings Plus Account

 Savings Max Account

 Senior Citizens Account

 No Frills Account

Loans

 Personal Loans

 Home Loans

 Two Wheeler Loans

 New Car Loans

 Used Car Loans

 Overdraft against Car

 Express Loans

 Loan against Securities

 Loan against Property

 Commercial Vehicle Finance

 Working Capital Finance

48
Investments & Insurance

 Mutual Funds

 Insurance

 Bonds

 Financial Planning

 Knowledge Centre

 Equities & Derivatives

Forex Services

 Trade Finance

 Traveler’s Cheques

 Foreign Currency Cash

 Foreign Currency Drafts

 Foreign Currency Cheque Deposits

 Foreign Currency Remittances

Payment Services

 Net Safe

 Prepaid Refill

 Bill Pay

 Direct Pay

 Visa Money Transfer

 E-Monies Electronic Funds Transfer

48
 Access Your Bank - One View

 Insta Alerts

 Mobile Banking

 ATM

 Phone Banking

 Branch Network

2. WHOLESALE BANKING SERVICES

 Funded Services

 Non Funded Services

 Value Added Services

 Internet Banking

 Clearing Sub-Membership

 RTGS – sub membership

 Fund Transfer

 ATM Tie-ups

 Corporate Salary a/c

 Tax Collection

 Financial Institutions

 Mutual Funds
48
  Stock Brokers

 Insurance Companies

 Commodities Business

3. NRI BANKING SERVICES

 Rupee Saving a/c

 Rupee Current a/c

 Rupee Fixed Deposits

 Foreign Currency Deposits

 Accounts for Returning Indians

 Payment Services

 Net Safe

 Bill Pay

 Direct Pay

 Visa Money

 Online Donation

 Remittances

48
 Research Methodology

3.1 Concept
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.

 Type of Research: The type of research done was descriptive.

 Nature of Research: The Research was quantitative in nature.

 Types of Questionnaire: The type of questionnaire used

during the survey was the structured questionnaire.

 Types of questions: The type of questions asked during the

survey was formalized and limited probing.

 Type of Analysis: The type of Analysis carried out during the

study was statistical Analysis.

48
Source of Information

 Primary source: The primary source of collecting data for

research was through questionnaire.

 Secondary source: Referred to various books on Finance,

Business magazines and company Websites.

Plan for Primary Data

 Research Technique: The survey Method was used at the

research technique for the study.

 Contact Method: The method of contact used in this research is

personal interview.

 Research Instrument: The instrument used for doing research

was questionnaire.

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3.2 Types of Data

 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.

 Secondary Data:
It was collected from internal sources. The secondary data was
collected on the basis of organizational file, official records, news
papers, magazines, management books, preserved information in
the company’s database and website of the company.

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3.3 Tools and Techniques of Data Collection

 How would you rate the services provided by the

HDFC Bank?

No. of Respondents Ratings Percentage

25 Excellent 60%
20 Good 30%
5 Bad 10%

Analysis:

From the above table it is analyzed that 60% of the total respondent rated
the services as excellent, 30% of them rated as good and 10% rated as
bad.

Bar Diagram:

48
 60

50

40
NO. OF
30 RESPONDENTS

20

10

0
Bad Good Excellent

Inference:

From the above graph it can be clearly inferred that maximum number of
respondents rated the services as excellent while average number of
respondent rated as good and minimum as bad.
 According to you which are the most preferable Credit card?

No. of Respondents Kinds of Credit Cards Percentage

15 Classic Cards 30%
5 Special Benefit Cards 10%
20 Premium Cards 40%
10 Commercial Cards 20%

Analysis:
From the above Table it is analyzed that 40% of the total respondent
prefer Premium Card, 30% prefer Classic Card,
20% prefer Commercial Card and 10% prefer Special Benefit Card.

Bar Diagram:

48
 40
35
30
25
NO. OF
20 RESPONDENTS
15
10
5
0
Classic Special Premium Commercial

Inference:
From the above graph it can be clearly inferred Premium Cards are the
most preferred cards for the respondents while the Special Cards are the
least preferred for the respondents.

 Are you satisfied with the promptness in responding to your

inquiries?

No. of Respondents Satisfaction Percentage

20 Satisfied 40%
16 Partially satisfied 32%
14 Not satisfied 28%

Analysis:
From the above table it is analyzed that 40% of the respondents
are satisfied while 32% of the respondents are partially satisfied
and 28% of the respondents are not satisfied at all.

Bar Diagram:

48
40
35
30
25
20 NO. OF
RESPONDENTS
15
10
5
0
Satisfied Partially Not
satisfied Satisfied

Inference:
From the above graph it is clearly inferred that 40% of the
respondents are completely satisfied where as 28% of the
respondents are not satisfied at all.

 Through which source of did you come to know about

the Credit Cards of HDFC Bank?

No. of Respondents Source Percentage

25 Newspapers 50
15 Pamphlets 30
10 T.V Advts. 20

Analysis:

From the above table it is analyzed that 50% of the respondents

came to know about the Credit Cards through Newspapers while
30% of the respondents came to know through pamphlets and 20%

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 of the respondents came to know about through T.V
advertisements.

Bar Diagram:

50

40

30 NO. OF
RESPONDENTS
20

10

0
Newspapers Pamphlets T.V Adervt.

Inference:
From the above graph it is clearly inferred that maximum number
of respondents came to know about the Credit cards through
newspaper where as minimum number of the respondents came to
know about the Credit cards through T.V advertisements.

 For you Credit cards of which Bank are more

preferable?

No. of Respondents Banks Percentage

25 HDFC 50
20 ICICI 40
5 Kotak Mahindra 10

Analysis:

From the above table it is analyzed that 50% of the respondents

prefer Credit cards of HDFC Bank while 40% of the respondents
prefer Credit cards of ICICI Bank and 10% of the respondents
prefer Credit cards of Kotak Mahindra Bank.

Bar Diagram:

48
 50

40

30
NO. OF
20 RESPONDENTS

10

0
HDFC ICICI Kotak
Mahindra

Inference:

From the above graph it is clearly inferred that maximum number

of respondents prefer Credit cards of HDFC Bank while minimum
number of respondents prefer Credit cards of Kotak Mahindra
Bank.

 According to you what are the areas of improvement

for HDFC Bank?

No. of Respondents Areas Percentage

10 Knowledge of staff 20
25 Schemes & discounts 50
15 No. of branches 30

Analysis:
From the above table it is analyzed that 20% of the respondents
feel that HDFC Bank should improve in educating the staff in their
respective departments while 50% of the respondents feel that
HDFC Bank should improve with their schemes and discounts and
30% percent of the respondents feel that HDFC Bank should
improve by increasing their branches.

 Are you satisfied with the HDFC Bank?

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 No. of Respondents Satisfaction Percentage
40 Satisfied 80%
10 Not Satisfied 20%

Analysis:

From the above Table it is analyzed that 80% of the respondents

are satisfied with the HDFC Bank while 20% of the respondents
are not satisfied with the HDFC Bank.

4. Conclusion

HDFC Bank, the banking arm of HDFC is expected to go on stream. The

bank already has good number of employees on board and to take various
innovative ideas for the different types of credit cards for the customer
benefit. It is on the brim of increasing its customers through its attractive
schemes and offer on credit cards. The project opportunities provided was
market segmentation and identifying prospective customers in potential
geographical location and making them aware about the credit cards of
HDFC Bank. Through this project, it could be concluded that people are
not much aware about the various credit cards of the bank and many of
them not interested for such credit cards at all. But if you are bad at
finances and always tend to overspend try to be away from credit cards as
you may find yourself in a debt which might be difficult to pay.

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The respondents are dissatisfied with the bank for not taking much effort
to make people known about the various services whether existing or
newly introduced ones. The most of the respondents are in favor of
electronic media and news paper as an appealing source to make people
acquainted with the services offered by the bank and also a good portion
of respondents are of the view that responsibility should be given to
branch offices as well to advertise their product and to persuade the
customer to avail the service because they have more dealings with
clientele.

According to my findings Company’s promotional activities for credit

cards are also very less. So, at last the conclusion is that there is tough
competition ahead for the company from its major competitors in the
banking sector. Last but not the least I would like to thank HDFC Bank
for giving the required information about their credit cards & co
operating with me. I hope the project findings analyses are relevant.

5. Suggestion

After analyzing and interpreting the data collected through the

research the following recommendations have been put forth to make
the organization more effective and efficient. HDFC Bank needs to
aggressively position themselves in the minds of the customers. This
can be done through the following recommendations:

There must be a well established marketing team of HDFC Bank

which will help the company to market its products and services. The
sales force must be educated about the needs of the target market. The
buying behavior of the target market must be communicated to the
sales force so that they will be able to place the products of the bank in
a better way, which will meet the expectations of customers.

As the bank has already hired agency for marketing credit cards, it
must also go for mass advertisement through local media that is radio,

48
 television and newspapers so that customers become aware about the
services which are offered by the company. The customers must be
well treated by the front line staff in branches and must be motivated
for availing the various services especially credit cards as customers
are interested to get the facility through its nearest branches.

The bank should provide life time valid ATM card to all its customers.
Minimum balance for savings account should be reduced from Rs 5000 to
Rs 1000, so that people who are not financially strong enough can
maintain their account properly.

To make people aware about the benefit of becoming HDFC Bank’s

Sales Executive, following activities of advertisement should be done
through Print Media, Hoarding & Banners, and Distribution of leaflets
containing details information.

At last, we suggest the HDFC Bank to develop a true customer

responsive culture in the whole organization in its soul and spirit if it
wants to be in hearts of customers and even improve its current position
in the industry as in this world.

6. Bibliography

1. Books:
 Financial management

2. Newspapers:
 Times of India
 Financial Express

3. Websites:
 www.hdfcbank.com
 www.google.com
 www.cibil.com

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