Final

SUMMARY
I have made the summer project report on awareness and perception of the
customer towards the Direct Banking Channel of the HDFC Bank because in
today’s fastest world the DBC helps bank for provide a better service to the
customer and increase its efficiency of the bank.
Around 26% respondent responded that E-Banking channel (DBC) is more
convenient way for banking and 74% customer prefer branch banking for more
convenient way for banking.
We have done our research project on all the different parameter of Direct
Banking Channel those are ATM, Net Banking, Mobile Banking, Phone
Banking, Insta alert and Insta query. All the respondents of our survey are well
aware with ATM facility of the bank. The awareness of net banking is around
53% in KANGRA city. Around 43% respondents are aware with mobile banking
facility, 36% respondents are well aware with the phone banking facility, 56%
respondent are aware with the Insta alert facility of the bank. But the awareness
of Insta query is very law that is only 8.5%.
The use of E-Banking channel (DBC) is different than the awareness of the E-
Banking Channel of the bank. Most of customers are using the ATM facility of
the bank. Around 22% Customers are using the net banking facility, 12%
customers are using mobile banking facility, 8.8% customer are using phone
banking facility ,and only 3.6% customers are using Insta query facility for their
transaction. These all figures are different than the awareness of the different
banking channel.
When the customer who are not using the different banking channel asked about
the reason why they are not using the particular facility they give different
reason for no use of the E-Banking Channel (DBC). Most of customers are
using the ATM facility of the bank.
The customer are using different direct banking channel for different purpose.
Maximum customer are using ATM for withdrawal cash and showing balance of
the account. Showing balance and fund transfer is two maximum use of the net
banking facility. Most of customer are using phone banking facility for know the
balance of the account. Very few customers are using the Insta query facility of
CHANDIGARH BUSINESS SCHOOL

the bank. They use this facility for getting transaction history and get a balance
detail.
The satisfaction level of the customer towards the direct banking channel is
excellent because most of customers who are using the direct banking channel
are satisfied with the particular facility of the bank. That is the result of the
good service which provide by the bank
The customer care facility is very important for the direct banking channel of
the bank. Around 71.6% respondent say that the customer care facility of HDFC
bank is good around 18.8% respondent say the customer care facility is
excellent
Chapter 1: Indian banking services

2

1.1 Banking industry at glance
Banking is nearly as old as civilization. The history of banking could be said to
have started with the appearance of money. The first record of minted metal
coins was in Mesopotamia in about 2500B.C. the first European banknotes,
which was handwritten appeared in1661, in Sweden. Cheque and printed paper
money appeared in the 1700’s and 1800’s, with many banks created to deal with
increasing trade.
The history of banking in each country runs in lines with the development of
trade and industry, and with the level of political confidence and stability. The
ancient Romans developed an advanced banking system to serve their vast trade
network, which extended throughout Europe, Asia and Africa.
Modern banking began in Venice. The word bank comes from the Italian word
“ban co”, meaning bench, because moneylenders worked on benches in market
places. The bank of Venice was established in 1171 to help the government raise
finance for a war.
At the same time, in England merchant started to ask goldsmiths to hold gold
and silver in they’re safes in return for a fee. Receipts given to the Merchant
were sometimes used to buy or sell, with the metal itself staying under lock and
key. The goldsmith realized that they could lend out some of the gold and silver
that they had and charge interest, as not all of the merchants would ask for the
gold and silver back at the same time. Eventually, instead of charging the
merchants, the goldsmiths paid them to deposit their gold and silver.
The bank of England was formed in 1694 to borrow money from the public for
the government to finance the war of Augsburg against France. By 1709,
goldsmith were using bank of England notes of their own receipts.
New technology transformed the banking industry in the 1900’s round the
world, banks
merged into larger and fewer groups and expanded into other country
1.2History of Indian Banking Industry
Banking in India has a long and elaborate history of more than 200 years. The
beginning of this industry can be traced back to 1786, when the country’s first

bank, Bank of Bengal, was established. But the industry changed rapidly and
drastically, after the nationalization of banks in 1969.
Indian Banking sector is dominated by Public sector banks (PSBs) which
accounted for 72.6% of total advances for all SCBs as on 31st March 2008.
PSBs have rapidly expanded their foot prints after nationalisation of banks in
India in 1969 and further in 1980. Although there is a restrictive
entry/expansion for private and foreign banks in India, these banks have
increased their presence and business over last 5 years.
Peculiar characteristic of Indian banks unlike their western counterparts such
as high share of household savings in deposits (57.4% of total deposits),
adequate capitalization, stricter regulations and lower leverage makes them less
prone to financial crisis, as was seen in the western world in mid FY09.
The Scheduled Commercial Banks (SCBs) in India have shown an impressive
growth from FY04 to the mid of FY09. Total deposits, advances and net profit
grew at CAGR of 19.6%, 27.4% and 20.2% respectively from FY03 to FY08.
Banking sector recorded credit growth of 33.3% in FY05 which was highest in
last 2 and half decades and credit growth in excess of 30% for three consecutive
years from FY04 to FY07, which is best in the banking industry so far. Increase
in economic activity and robust primary and secondary markets during this
period have helped the banks to garner larger increase in their fee based
incomes.
A significant improvement in recovering the NPAs, lowest ever increase in new
NPAs combined with a sharp increase in gross advances for SCBs translated
into the best asset quality ratio for banking sector in last two decades. Gross
NPAs to gross advances ratio for SCBs decreased from the high of 14% in
FY2000 to 2.3% in FY08
Within the group of banks, foreign and private sector banks grew at higher rate
than the industry from FY03 to FY08 primarily because of lower base effect and
rapid expansion undertaken by these banks. In FY09, overall growth in credit
and deposits was led by PSBs. However, growth of private and foreign banks
was significantly lower in FY09 due to their high exposure to stressed sectors
and problem at parent level for foreign banks.

Unsecured bank credit has risen over the years and stood at 23.3% of bank
credit in FY08 as compared to just 10.9% in FY2000. Lending to sensitive sector
has also grown at CAGR of 46.1% from FY05 to FY08. In the backdrop of the
economic downturn, we feel that the excellent performance seen in last five
years ended FY08 will be difficult to repeat in coming years.
We expect that with the downturn in the economy, credit and deposit growth will
moderate in coming years. Credit growth will be led by spending on the
infrastructure while retail credit will show a moderate growth. Margin
pressures due to lag effect of rate cuts between interest rate on deposits and
advances, lower treasury gains and core fee income and increasing in
provisions for NPAs is likely to put pressure in the bottom line of the banks.
Going forward, PSBs’ which are close to the required lower level of government
stake and have concentrated presence in particular region are likely to consider
its merger with other PSB as an important option if they want to sustain the
growth seen in past.
1.3Structure
The Indian banking system can be classified into nationalized banks, private
banks and specialized banking institutions. The industry is highly fragmented
with 30 banking units contributing to almost 50% of deposits and 60% of
advances. The Reserve Bank of India
is the foremost monitoring body in the Indian Financial sector. It is a
centralized body
that monitors discrepancies and shortcomings in the system.
Banking segment in India functions under the umbrella of Reserve Bank of India
(RBI) –
the regulatory, central bank. This segment broadly consists of:
1. Commercial Banks
2. Co-operative Banks
The commercial banking structure in India consists of:
1. Schedule Commercial Banks
2. Unscheduled Banks
Schedule Commercial Banks constitute of those banks, which have included
second schedule of Reserve Bank of India (RBI) act 1934. RBI in turn includes
5

only those banks in this schedule that satisfy the criteria laid down vide section
42 (60 of the act) this sub sector can broadly classified into:
1.PublicSector
2.PrivateSector
3. Foreign Sector
Public sector banks have either government of India Reserve Bank of India
(RBI) as the majority shareholder. This segment comprises of:
1. State Bank of India (SBI) and its subsidiaries
2. Other Nationalized Banks
Industry estimates indicate that out of 274 commercial banks operating in the
country, 223 banks are in the public sector and 51 are in the private sector.
These private sector banks include 24 foreign banks that have begub their
operations here. The specialized banking institutions that include cooperatives,
rural banks, etc. form a part of the nationalized banks category.
ABOUT HDFC

Housing Development Finance Corporation Limited, more popularly known as
HDFC Bank Ltd, was established in the year 1994, as a part of the
liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). It
was one of the first banks to receive an 'in principle' approval from RBI, for
setting up a bank in the private sector. The bank was incorporated with the
name 'HDFC Bank Limited', with its registered office in Mumbai. The following
year, it started its operations as a Scheduled Commercial Bank. Today, the bank
boasts of as many as 1412 branches and over 3275 ATMs across India.
AMALGAMATIONS
In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a private
sector bank promoted by Bennett, Coleman & Co. / Times Group). With this,
HDFC and Times became the first two private banks in the New Generation
Private Sector Banks to have gone through a merger. In 2008, RBI approved the
amalgamation of Centurion Bank of Punjab with HDFC Bank. With this, the
Deposits of the merged entity became Rs. 1,22,000 crore, while the Advances
were Rs. 89,000 crore and Balance Sheet size was Rs. 1,63,000 crore.
TECH-SAVVY
HDFC Bank has always prided itself on a highly automated environment, be it
in terms of information technology or communication systems. All the braches of
the bank boast of online connectivity with the other, ensuring speedy funds
transfer for the clients. At the same time, the bank's branch network and
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Automated Teller Machines (ATMs) allow multi-branch access to retail clients.
The bank makes use of its up-to-date technology, along with market position and
expertise, to create a competitive advantage and build market share.
CAPITAL-STRUCTURE
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5
billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of
equity share, the HDFC Group holds 19.4%. Foreign Institutional Investors
(FIIs) have around 28% of the equity and about 17.6% is held by the ADS
Depository (in respect of the bank's American Depository Shares (ADS) Issue).
The bank has about 570,000 shareholders. Its shares find a listing on the Stock
Exchange, Mumbai and National Stock Exchange, while its American
Depository Shares are listed on the New York Stock Exchange (NYSE), under
the symbol 'HDB'.
PRODUCTS & SERVICES PROVIDED BY HDFC

PERSONAL BANKING
• Savings Accounts
• Salary Accounts
• Current Accounts
• Fixed Deposits
• Demat Account
• Safe Deposit Lockers
• Loans
• Credit Cards
• Debit Cards
• Prepaid Cards
• Investments & Insurance
• Forex Services
• Payment Services
• NetBanking
• InstaAlerts

• MobileBanking
• InstaQuery
• ATM
• PhoneBanking
NRI BANKING
• Rupee Savings Accounts
• Rupee Current Accounts
• Rupee Fixed Deposits
• Foreign Currency Deposits
• Accounts for Returning Indians
• Quickremit (North America, UK, Europe, Southeast Asia)
• IndiaLink (Middle East, Africa)
• Cheque LockBox
• Telegraphic / Wire Transfer
• Funds Transfer through Cheques / DDs / TCs
• Mutual Funds
• Private Banking
• Portfolio Investment Schemes
• Loans
• Payment Services
• NetBanking
• InstaAlerts
• MobileBanking
• InstaQuery
• ATM
• PhoneBanking
HDFC bank provides very large range of financial product to the customer for
their better financial transaction. The product of HDFC bank is below
• Product Ranges:
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• Savings Account: HDFC Bank Provide large range of saving account
according to the need of the customer. Bank provide the various saving account
like Regular Savings Account, Savings Plus Account, Saving Max Account,
Senior Citizens Account, No Frills Account, Institutional Savings Account
• Current Account: Through current account customers now get a
personalized chequebook, monthly account statements, interbranch banking and
much more. HDFC Bank also provide world class service to its current account
holder Different product of current account which are provide by the HDFC
bank are
• HDFC Bank Preferred: A preferential savings account is provided
where customers are assigned a dedicated relationship manager, who is their
one-point contact. Customers also get privileges like fee waivers, enhanced
ATM withdrawal limit, and priority locker allotment, free Demat Account and
lower interest rates on loans
Introduction
• HDFC Bank provides a very good service of direct banking channel to
the customer for their transaction. By the direct banking channel the customer
of the bank can also access their transaction. We will discuss the various
banking channel in brief.
ATM
• Automated Teller Machines or 24-hour Tellers are electronic terminals
that let you bank almost anytime. To withdraw cash, make deposits, or transfer
funds between accounts, you generally insert an ATM card and enter your PIN.
Some financial institution and ATM owners charge a fee, particularly to
consumers who don’t have accounts with them or on transactions at remote
locations. Generally, ATMs must tell you they charge a fee and its amount on or
at the terminal screen before you complete the transaction. Check the rules of
our institution and ATMs you use to find out when or whether a fee is charged.
• It won’t be just if I start explaining what an ATM is. ATMs and cash
dispensers are by far the largest investment ever made in electronic self-service
by financial institutions. Over US$ 40 billion has been invested in simply buying
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these machines and many times that in running them. There are now over 1.1
million machines operating in over 140 countries worldwide.
• The banks are losing the cashiers checks, check cashing and even cash
dispensing to the c-stores and grocery stores. They are asleep at the switch and
watching more transactions walk away to convenience stores and supermarkets
that provide 24 hour access and integrated transactions.
• ATMs do provide a larger set of functions, such as check cashing, ticket
sales or money orders. We already know that cash dispensing as a dedicated
function is a sustainable applications, the question is whether that application
can be incorporated successfully into a more complex consumer product that
offers multiple applications
• Cash withdrawl
• Withdraw up to Rs.50, 000/- per day from your account. Fast cash
options provide the facility of withdrawing prefixed amounts. Ultra Fast Cash
opetion allows you to withdraw Rs.3000/- in one shot.
• Balance Enquiry:
Know your ledger balance and available balance
• Mini Statement:
Get a printout of your last 8 transactions and your current balance.
• Deposit Cash / Cheques:
Available at all full function ATMs. Customers can deposit both cash and
cheques. / Cash deposited in ATMs will be credited to the account on the same
day (provided cash is deposited before the clearing) and cheques are sent for
clearing on the next working day.
• Funds Transfer:
Transfer funds from one account to another linked account in the same branch.
• PIN Changes:
Change the Personal Identification Number (PIN) of ATM or Debit card.
• Payments:
The latest feature of our ATMs, this functionality can be used for payment of
bills, making donations to temples / trusts, buying internet packs, airtime
recharges for prepaid mobile phones and much more…
• Others:
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Request for a checkbook from our ATMs and our concerned branch will
dispatch it such
that it reaches you within 10 workin
ATM advantage
• 24-hour access to cash
You can withdraw up to Rs. 10,000/- per day on your ATM Card. The fast cash
option
saves your time by providing the cash in denominations of Rs. 500/-
• Balance inquiry
Your updated balance will appear on the screen and will also be printed on the
transaction slip.
• Mini-statement request
Get details of the last 9 transactions on your account with the mini-statement,
along with
your balance.
• Cheque book request
Send us a request for a cheque book or account statement it will arrive at your
doorstep.
• Funds transfer
Transfer money from one of your accounts to another. It’s easy, select the
account from which you want to transfer, then indicate the amount and the
account to which your want it transferred. Both accounts must be linked to your
ATM card and customer ID. A maximum of 5 saving and 5 Current accounts can
be linked.
• PIN change
Your can conveniently charge your (PIN) given at the time of opening your
account) whenever you wish. Stay totally in control and ensure complete
security for your ATM Card.
• Bill Pay
Pay your cellular, telephone and electricity bills using your ATM Card.
• Anytime cash deposits
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Your cash or cheques can be deposited into your account and the ATM will
immediately print a receipt for the same
Net banking
Net Banking is HDFC Bank’s Internet Banking service. Providing up-to-the-
second account information, Net Banking manages customer’s account from the
comfort of costumer’s mouse- anytime, anywhere.
Say goodbye to long queues and paper work. Presenting one more way for Net
Banking. Customer can now call the Phone Banking numbers in your city to
register for Net banking.
• What to do using Net Banking?
Bank industry leading service provides a host of features at customer fingure-
tips:
View Account Balances & statements
Transfer Funds between accounts
Create Fixed Deposits Online
Request a Demand Draft
Pay Bills
Order a cheque Book
Request stop payment on cheques
And lots more
• Benefit of Net Banking
Internet Banking is the most convenient and powerful way to manage customer’s
account. Net Banking is Real Time, giving them up-to-the-second details on
customer’s account. It can be accessed anytime, from anywhere, giving them
complete control over their finances. There are no queues to stand in, or turn to
wait for. With Net Banking you are in control.
HDFC Bank’s Net Banking is secure. Using industry-standard technologies and
infrastructure, our service gives you peace of mind. So next time you think of
visiting your branch, switch on your PC instead. View the Net Banking Demo
and see how easy it is it use.
• Mobile Banking
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Mobile is now your bank! Now access your bank account and conduct a host of
banking transactions and inquiries through your mobile, with our unique Mobile
Banking services.
Mobile Banking is a service that allows you to do banking transactions on your
mobile phone without making a call, using the SMS facility
• Uses of Mobile Banking
Mobile Banking service provides a host of features at your finger-tips through
SMS:
Get your balance detail
Obtain your last 3 transactions details
Request a cheque book
Stop a cheque payment
Enquire cheque status
Request an account statement
Get fixed deposit detail
Pay your bills
• How does it work?
Mobile Banking works through a set of text massages (SMS). With SMS you can
perform a wide range of query-based transaction from your Mobile Phone,
without even making a call.
All you need to do is to type in the specified code for the transaction as a text
massage and send 5676712.
See designated codes for GSM Phone.
See designated codes for Reliance India mobile Phones
will receive the response in form of a text message on your mobile phone screen
within a few seconds.
• How is this different from making a call on mobile phone or using
• Phone Banking?
The differences between making a call on mobile phone and sending a text
message are
as follows:
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• You are not required to dial a number; you send a text message i.e. a
coded message to
• 5676712
• HDFC Bank does not charge anything for this service and there is no
airtime involved. However, the Cellular Service Provider may levy a nominal
charge for the SMS facility.
• In Mobile Banking, you actually see your banking transactions on your
mobile phone
• screen as opposed to hearing a message through the phone.
• How do avail of this service?
a) If you are opening an account with the bank, you can apply for
MobileBanking through the account opening document.
b) If you already have an account with the bank, you can apply for
MobileBanking through the combined Direct Banking Channels form. You can
download the form and call for a sales representative. Alternatively you can fill
this form and hand it over to your nearest branch.
c)If you already have an account with the bank and if you are registered for
NetBanking services, then you can register online using the 'MobileBanking
Registration' option available inside Net Banking
• Does it cost anything?
No, this service is brought to you FREE from HDFC Bank. Also, since you are
using the text messaging service from your mobile phone, you do not incur any
airtime charges in making a phone call from your mobile phone. However, the
Cellular Service Provider may levy a nominal Value Added Services (VAS)
charge for the SMS facility.
• Phone Banking
Now your bank account is now just a phone call away. Through Phone Banking
you can:
Check your account balance.
Enquire on the cheque status.
Have a mini statement faxed across to you.
Request for a cheque book / Account statement.
Enquire on your fixed deposits / TDS.
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Open a fixed deposit
Request for Demand Draft / Managers Cheques.
Transfer funds amongst your linked accounts
Pay utility and HDFC Bank Credit Card bills.
Do stop cheque payments.
Report loss of your ATM /Debit Card.
Product information.
Phone banking facility is available round the clock, everyday, in Mumbai, Delhi,
Chennai, Kolkata, Banglore, Hyderabad, Ahmedabad, Chandigarh and Pune
• Insta alert
Insta Alert is a service through which the bank can proactively inform customers
about transactions / events that occurs in his bank account. This information
can be given to the customers via SMS on their mobile phone, or through an
email to their mail id or both. Alert could either be event based e.g. Salary
Credit or Frequency based e.g. Weekly balance of account. Alerts acts as an
important value add in the service that bank provide to the customers, as it will
help in proactively informing the customers about their bank account related
activities. This reduces the load from bank channels like Phone Banking or
branches as customer does not need to call for getting information on Cr/Dr in
accounts. Alerts also increase the Brand Recall of the bank in the minds of
customers.
Types of alerts:
• The customer can register for any or all of the following alerts.
• Debit transactions greater than Rs 5000 / 10000 / 200000 / 500000
Credit in account greater than Rs 5000 / 10000 / 200000 / 500000
Account balance below Rs 5000 / 10000 / 200000 / 500000
Weekly account balance
Salary Credits
Utility bill payment due Alerts
All in all, company will be giving there employees an account that makes
banking a pleasure for them. While corporate save time and money by directly
crediting there employees’ salary nation-wide at one go
• Insta Query
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Insta query is a service that allows you to do a banking transaction on your
mobile phone
without making a call. You can do your transaction using the SMS facility
• What can I do using Insta Query?
• Get your balance details
Obtain your last 3 transaction details
Request a cheque book
Stop a cheque payment
Enquire cheque status
Request an account statement
Get Fixed Deposit details
Request for Internet PIN re-generation
• How does it work?
Insta Query works through a set of text messages (SMS). With SMS you can
perform a wide range of query-based transactions from your mobile phone,
without even making a call.
All you need to do is to type in the specified code for the transaction as a text
message and send it to 5676712.
You will receive the response in the form of a text message on your mobile
phone screen within a few seconds
HeadOffice:
HDFC Bank
Ramon House, 169, Backbay Reclamation, H T Parekh Marg, Churchgate
Mumbai - 400020
Phone: +91 (22) 66316000, 66636000, 66316060Fax: +91 (22) 22048834
Website: www.hdfc.com
Chapter 2: HDFC Bank

2.1 History of HDFC Bank
17

The housing development Finance Corporation Limited (HDFC) was amongst
the first to receive as in principal 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 operation as a
scheduled Commercial Bank in January 1995
2.2 Mission, Vision and Objectives:
The mission of HDFC is to become “a world class Indian bank”, benchmarking
themselves against international standards and best practices in terms of
product offerings, technology, service levels, risk management and audit and
compliance. The objective is to build sound customer franchises across distinct
business so as to be a preferred provider of banking services for target retail
and wholesale customer segments and to achieve a healthy growth in
profitability, consistence with the Bank’s risk appetite.
HDFC Bank’s business objectives emphasize the following:
• Increase their market share in India’s expanding banking and financial
services
industry by following a disciplined growth strategy and delivering high quality
customer service.
• Leverage their technology platform and open, scaleable systems to deliver
more
products to more customers and to control operating costs.
• Maintain their current high standards for asset quality through disciplined
credit
risk management.
• Develop innovative products and services that attract our targeted
customers and
address inefficiencies in the Indian financial sector.
• Continue to develop product and services that reduce our cost of funds, and
The Housing Development Finance Corporation Limited (HDFC) was amongst

the first to receive an 'in principle' approval from the Reserve Bank of
18

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 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.
Board of Director:
S.No
Name
Designation
1 Mr. Jagdish Capoor
Chairman / Chair Person
2 Mr. Gautam Divan
Director
3 Mr. Chander Mohan Vasudev
Director
4 Mr. Keki Mistry
Director
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5 Mr. Arvind Pande
Director
6 Dr. Pandit Palande
Director
7 Mr. Ashim Samanta
Director
8 Mrs. Renu Karnad
Director
9 Mr. Harish Engineer
Executive Director
10 Mr. Paresh Sukthankar
Executive Director
11 Mr. Aditya Puri
Managing Director
Other Detail:
Business Group
HDFC Group
Listings
BSE , NSE , NY
ISIN No.
INE040A01018
Incorporation
31/12/1994
Public Issue Date
31/12/1995
2.4Promoters
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
20

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
2.5 Capital Structure
As on 31st March, 2009 the authorised share capital of HDFC Bank is Rs. 550
crore. The paid-up capital as on the said date is Rs. 425,38,41,090/-
( 42,53,84,109 equity shares of Rs 10/- each). The HDFC Group holds 19.38%
of the Bank's equity and about 17.70 % of the equity is held by the ADS
Depository (in respect of the bank's American Depository Shares (ADS) Issue).
27.69 % of the equity is held by Foreign Institutional Investors (FIIs) and the
Bank has about 5,48,774 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.
2.6 Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable
network
of over 1412 branches spread over 528 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 a network of about over 3295 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.
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2.7 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 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.
2.8 Business
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
22

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
.
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
2009, the bank had a total card base (debit and credit cards) of over 13 million.
The Bank is also one of the leading players in the “merchant acquiring”
business with over 70,000 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
23

securities. The Treasury business is responsible for managing the returns and
market risk on this investment portfolio.
AWARDS & ACHIEVENTS OF HDFC

HDFC Bank began operations in 1995 with a simple mission: to be a
"World-class Indian Bank". We realised 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.
It is extremely gratifying that our efforts towards providing customer
convenience have been appreciated both nationally and internationally.
24

• 2010
NDTV Best Private Sector Bank

Business
Leadership
Awards
2010
MIS Asia BEST BOTTOM-LINE I.T.
IT Category
Excellence
Award
2010
Dun &
Bradstreet  Overall Best Bank
Banking  Best Private Sector Bank
Awards  Best Private Sector Bank in
2010 SME Financing
Institution HDFC Bank MD, Mr. Aditya
al Investor Puri among "Asian Captains of
Magazine Finance 2010"
Poll
IDRBT Winner - 1) IT Infrastructure 2)
Technolog Use of IT within the Bank
y 2009 Runners-up - IT Governance
Awards (Large Banks)
ACI Highly Commended - Asia Pacific
Excellence HDFC Bank
Awards
2010
FE-EVI Best performer in the Banking
Green category
Business
25

Leadership
Award
Celent's Model Bank Award
2010
Banking
Innovation
Award
Avaya Customer Responsiveness Award
Global - Banking & Financial Services
Connect category
2010
Forbes Our Bank at 632nd position and
Top 2000 among 130 Global High
Companies Performers
Financial
Express -  Best New Private Sector Bank
Ernst &  Best in Growth
Young  Best in strength
Survey
2009-10
Asian
Banker  Best Retail Bank in India
Excellence  Excellence in Automobile
Awards Lending
2009  Bank M&A Integration
 Technology Implementation
The Asset Best Cash Management Bank in
Triple A India
Awards
Euromone 1) Best Local Bank in India
y Private (second year in a row) 2) Best
Banking Private Banking Services overall
26

and Wealth (moved up from No. 2 last year)
Manageme
nt Poll
2010
Financial Innovation in Branch Operations
Insights - Server Consolidation Project
Innovation
Awards
2010
Global Best Trade Finance Provider in
Finance India for 2010
Award
2 Banking 1) Best Risk Management
Technolog Initiative and 2) Best Use of
y Awards Business Intelligence.
2009
SPJIMR 2nd Prize
Marketing
Impact
Awards
(SMIA)
2010
Business Listed in top 10 Best Employers in
Today Best the country
Employer
Survey
We are aware that all these awards are mere milestones in the
continuing, never-ending journey of providing excellent service to our
customers. We are confident, however, that with your feedback and support, we
will be able to maintain and improve our services.
27

HDFC Bank Kangra
HDFC Bank, being one of the fastest growing, a merger king, one of the largest
banks in private and public sector undertaking banks in India, has very large
number of branch network in India and hence good number of branches in
Kangra too.
28

CHAPTER3
RESEARCH METHODOLOGY
In the depth study of customer awareness & perception towards E-banking of
HDFC bank
Objective of the study:

• To identify the awareness & usage of e- banking (direct banking
channel)of hdfc bank
• To study the perception of the bank customer regarding the e-
banking(direct banking channel of HDFC bank)
• To find the satisfaction level of existing customer of HDFC bank
regarding the e-banking(direct banking channel)
Research Design
Research design is a plan, structure,& strategy of investigation conceived so as
to obtained answers to research questions. The research design has taken
DESCRIPTIVE & EXPLORATORY research design because it preplanned &
structured design which gives perfect result.
Data Collection
• PRIMARY DATA : A questionnaire has been used in this project to get the
required information. While designing the questionnaire, it has been kept in mind to
design it in concise and easy to answer manner
• SECONDARY DATA: secondary data has collected from the various
magazines, journals, websites of HDFC bank & various others.
Sampling Method
• SAMPLE SIZE:
Our Sample size was 250 for our Research
• SAMPLING METHOD:
29

We have use connivance sampling method for our Research
• SURVEY METHOD:
Personal interview has been used as survey method for our survey
LIMITATIONS
There are certain limitations of this project report which are listed below.
• This study is limited only to the customers of the HDFC bank, KANGRA.
• The responses of the customers may be biased
30

CHAPTER 4
ANALYSIS & INTERPRETATION
Q1 which type of account do u have in HDFC bank?
FREQUENCY PERCENTAGE
SAVING 215 86.00%
CURRENT 13 5.20%
FIX.DEP. 2 0.80%
SALARY 20 8.00%
TOTAL 250 100.00%
Interpretation:
Out of 250 respondent that we take for our survey 86% have a saving account,
5% have a current account ,8% have a salary account and 0.8 % of our
respondent have a fix deposit account in the bank. It means that the bank has a
very good amount of saving account customer compare to the other account
Q2 How often do u visit the bank?
FREQUENCY PERCENTAGE
31

DAILY 24 9.6%
MONTHLY 81 32.4%
TWO TIME 64 25.6%
IN A
MONTH
ONES IN A 56 22.4%
MONTH
RARLY 25 10.0%
TOTAL 250 100.0%
Interpretation:
Out of 250 respondent that we take for our survey 32.4% are visit the bank
weekly, 25.6% of our respondent are visit the bank two time in a month, 9.6 %
of our respondent are daily visit the bank, 22.4 % of our respondent are visit the
bank ones in a month and 10% of our respondent are visit the bank rarely. Visit
of the bank is depends on the transaction of the customer with bank.
Q3 For which transaction you come to the bank?
CHAQUE W/D 67.60%

CASH W/D 90.00%
DEMAND DRAFT 7.20%
BALANCE 20.00%
32

ENQUIRY
TOTAL 11.20%
Interpretation:
Out of 250 respondents that we take for our survey most of customer are visit
the HDFC branch mostly two transaction cash deposit and chaque deposit. Out
of 250 customer 67.6% customer come to the branch for Chaque &Cash Deposit
and withdrawal. In the case of cash withdrawal the most of customer use ATM
but in the case of big amount they use the branch for the withdrawal. 20%
Customer come to the branch for the balance inquiry and 11.2% Customer come
to the branch for the other purpose like loan
inquiry and other banking facility.
Q4 According to you which is the more convenient way for banking?
PERCENTAGE
E-BANKING 25.20%
BRANCH BANKING 74.80%
33

Interpretation:
When the customer asked about their preference between branch banking and e-
banking 25.2% customer preferred e-banking and 74.8% customer preferred
branch banking as a mode of their banking transaction. Above graph reveals
their preferences for the both.
Q 5“Banking through e-channel is safe and secure” present your view?
FREQUENC PERCENTAG
Y E
STRONGL 25
Y AGREE 10.00%
AGREE 118 47.20%
34

CAN'T SAY 71 28.40%
DISAGREE 30 12.00%
STRONGL 6
Y
DISAGREE 2.40%
TOTAL 250 100.00%
Interpretation:
As far as customer’s perceptions regarding safety and security is concerned.
More than 50% respondents are agree with the statement. That shows that they
believe that the banking through e-channel is safe and secure for their
transaction. 28.4% respondent have neutrals opinion towards the statement.
Q6 Are you aware about the below e-banking channel?
35

ATM
ATM
YES 250 100.00%
NO 0 0.00%
TOTA 250
L 100.0%
Interpretation
Out of 250 respondents that we take for our survey 100% Customers are aware
with the ATM facility. The ATM is very good DBC for withdrawal cash and it
reduce the burden of the work of branch. Bank give free ATM card to the
customer when he opens his account it will create this result.
Net Banking
36

NET
BANKING
YES 132 52.80%
NO 118 47.20%
250 100.0%
Interpretation:
Out of 250 respondents that we take for our survey 52.8% Customers are aware
with the met banking facility of the HDFC Bank in palanpur city and 47.2 %
Customer are not aware with the net banking facility. This is the result of the
strategy which is adopted by the bank to create the awareness of net banking.
MOBILE BANKING
MOBILE
37

BANKIN
G
YES 109 46.60%
NO 141 56.40%
250 100.0%
Interpretation:
Out of 250 respondents that we take for our survey 55.4% Customer are not
aware with the facility of mobile banking and 44.6% Customer are aware with
the facility of mobile banking, Mobile banking is very important direct banking
channel which will help the bank to reduce the burden of the work.
PHONE BANKING
PHONE
BANKIN
G
YES 90 36.00%
38

NO 160 64.00%
250 100%
Interpretation:
Out of 250 respondents that we take for our survey 64% customer are not aware
with the facility of phone banking and 36% of the respondent are not aware with
the phone banking. This the result of the marketing strategy which adopted by
the bank for create the aware ness of phone Banking,
INSTA ALERT
INSTA
ALERT
YES 140 56.00%
NO 110 44.00%
250 100%
39

Interpretation:
Out of 250 respondents that we take for our survey 56% Customer are aware
with the Insta alert facility and 44% Customer are not aware with the Insta alert
Insta alert is one of the very good facility that create the awareness of balance
when customer deposit and withdrawal the money from the bank.
INSTA QUERY
INSTA
QUER
Y
YES 21 8.4%
NO 229 91.6%
40

250 100%
Interpretation:
Out of 250 respondents that we take for our survey only 8% customer are aware
with the Insta query Facility and 91.6% customer are not aware with the facility
of Insta query. In all direct banking channel the awareness of Insta query is very
low. Insta query is very useful Direct Banking Channel. Bank should focus more
for create awareness of Insta query.
Q7) How much you satisfied with the below E-Channel?
ATM
ATM
HDS 1 0.40%
DS 1 0.40%
CANT SAY 6 2.40%
S 40 16.00%
HS 202 80.80%
41

TOTA 250 100.00
L %
Interpretation:
In above graph we can see that 80% customer are highly satisfied and very few
around 0.4% customer are highly dissatisfied with the service of ATM of the
HDFC Bank. This is the result of the service that provided by the bank.
NET BANKING
NET
BANKIN
42

G
HDS 0 0.00%
DS 3 1.20%
CANT SAY 196 78.40%
S 23 9.20%
HS 28 11.20%
250 100.00
TOTAL %
Interpretation:
As per concern net banking facility we can see that 78% Customer has a natural
opinion regarding the service of the net banking because they are not using the
net banking facility of the bank. 11.2 % Customers are highly satisfied and 9.2%
Customer are satisfied are satisfied with the net banking facility of the bank. It
mean that approximately 66% customer who are using the net banking facility
of the bank are satisfied with net banking facility of the bank.
43

MOBILE BANKING
MOBILE
BANKIN
G
HDS 1 0.4%
DS 3 1.2%
CANT SAY 219 87.6%
S 15 6.0%
HS 12 4.8%
250 100.00
TOTAL %
Interpretation:
In above graph we can see that 4.8% Customer are highly satisfied and 6% of
the customer of the bank are satisfied with the mobile banking facility of the
bank and we can see that only 0.4 % of the customer of the bank are highly
44

dissatisfied with the facility of the bank. It mean that bank provide very good
service to the customer in mobile banking service.
PHONE BANKING
PHONE
BANKIN
G
HDS 0 0.0%
DS 4 1.6%
CANT 226
SAY 90.4%
S 8 3.2%
HS 12 4.8%
250 100.00
TOTAL %
45

Interpretation:
In above graph we can see that approximately 8 % customer are satisfied with
the facility of the bank and only 1.6 % customer are dissatisfied with the phone
banking facility of the bank. In above graph we can that around 90% customer
have natural opinion towards the question because they have not use the phone
banking facility of the bank
INSTA ALERT
INSTA
ALERT
HDS 0 0.0%
DS 6 2.4%
CANT SAY 119 47.6%
S 65 26%
HS 60 24%
TOTAL 250 100.00%
46

Interpretation:
In above graph we can that around 50% customer of our survey is satisfied with
the Insta alert facility of the bank. Here we can see that only 2.4 percent
customer is dissatisfied with the Insta alert facility of the bank. It mean that the
bank provide very good service of Insta alert facility to the customer.
INSTA QUERY
INSTA
QUERY
HDS 1 0.4%
DS 0 0.0%
CANT SAY 224 97.6%
S 1 0.4%
HS 4 1.6%
TOTAL 250 100.00%
47

Interpretation:
In above graph we can see that 1.6% customer are highly satisfied and 0.4%
customer of our survey are satisfied with the facility of the bank that is the good
result of the service of the bank. In above graph 97.6% Customer has a natural
opinion towards the Insta query facility of the bank because they have not use
this facility of the bank.
Q8) Accoridng to you Customer care facility of HDFC Bank is?
FREQUENC PERCENTAG
Y E
EXCELLEN 47
T 18.80%
GOOD 179 71.60%
BAD 24 9.60%
TOTAL 250 100.00%
48

Interpretation:
Customer care facility is very important for the direct banking channel of bank.
In above graph we can see that 71%Customer’s opinion regarding the customer
care facility is good that is very good for the branch because it means the
customer care facility is good and effective that the customer want.
CHAPTER 5
FINDINGS & LIMITATION
March March March

2006 2007 2008
Citied 228 316 327
Branches 535 684 761
ATMs 1323 1605 1977
49

As of
March 31, 2008, the Bank’s distribution network was at 761 Branches and
1977 ATMs in 327 cities as against 684 branches and 1,605 ATMs in 320
cities as of March 31, 2007. 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 about 22% 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.
(A) Scheduled Commercial Banks
Public sector Private Foreign Regional

Banks sector Banks in Rural Bank
Banks India
(28) (27) (29 (102
) )
• National • O
ized Bank ld
• Other Priv
50

Public ate
Sector Ban
Banks ks
(IDBI) • N
• SBI and ew
its Priv
Associates ate
Ban
ks
(B) Scheduled Cooperative Banks
Scheduled Scheduled State

Urban Cooperative
Cooperative Banks (31)
Banks (55)
Here we more concerned about private sector banks and competition

among them. Today, there are 27 private sector banks in the banking sector:
19 old private sector banks and 8 new private sector banks. These new banks
have brought in state-of-the-art technology and Aggressively marketed their
products. The Public sector banks are Facing a stiff competition from the
new private sector banks. The banks which have been setup in the 1990s under
the guidelines of the Narasimham Committee are referred to as NEW
PRIVATE .
New Private Sector Banks

• Superior Financial Services
• Designed Innovative Products
• Tapped new markets
51

• Accessed Low cost NRI funds
• Greater efficiency
CRUX OF FINDING ARE:

• In my study I find that 100% respondents are aware with the ATM facility &
around 52.8% respondants are aware with the net banking facility of the bank.
Around 56% coustomer are aware with the Insta alert facility of bank. But the
awareness of Insta alert is only 8.8%.
• Most of the customer believe that the branch banking is more convenient way
for banking.
• Most of the respondent believe that the banking through e-banking channel is
safe
• There is very difference between the awareness & use of direct banking
channel of the bank. The customer are aware of different banking channel but
they have not used the particular direct banking channel of bank.
• Those who are not using direct banking channel there is a lack of
information about particular direct banking channel.
• The customer care facility is good according to response of our respondent.
LIMITATIONS
1. Although HDFC has all these achievements but people are not very much
interested to invest their money in the private sector may be because of
insecurity or we can say that people have more faith on govt. bank like SBI,
PNB etc.
2. Mind set of people is still conservative.
3. Rural people don’t know & we can say that they don’t have faith on private
banks.
52

CHAPTER 6
CONCLUSION
Various conclusions are being drawn from the study:-
1) Most of the people still have faith in Bank Deposits i.e. recurring
deposits over SIP when comes to investments. So this reveals that they want
appreciation in their savings but they become choosy when it comes to
instruments like Shares and Mutual Funds where both Principal and returns are
subject to market risk.
2) A large no. of respondents have pre-conceived notion that HDFC BANK
is a private sector bank so it is a risky option to invest in HDFC .
3) In spite of the heavy market crash HDFC BANK is considered as driver
of Indian markets..
4) Returns, liquidity and tax benefits are the factors which still drive this sector
53

SWOT ANALYSIS
STRENGTH WEAKNESSES
• Right strategy for
the right products. • Some gaps in
• Superior customer range for certain sectors.
service vs. competitors. • Customer service
• Great Brand staff need training.
Image • Processes and
• Products have systems, etc
required • Management
accreditations. cover insufficient.
• High degree of • Sec
customer satisfaction. toral growth is
• Good place to constrained by low
work unemployment levels

and
• Lower response
time with efficient and competition for staff
effective service.
• Dedicated
workforce aiming at
making a long-term
career in
the field.
54

Opportunities Threats
• Profit margins • Legislation could

will be good. impact.
• Could extend • Great risk
to overseas broadly. involved
• New specialist • Very high
applications. competition prevailing in
• Could seek the industry.
better customer deals. • Vul
• Fast-track nerable to reactive
career development
opportunities on an attack by major
industry-wide basis. competitors
• A • Lack of
n applied research infrastructure in rural
centre to create areas could constrain
opportunities for investment.
developing techniques • Hig
to provide added-value h volume/low cost market
services. is intensely competitive.
DETAILED ANALYSIS:
• Strength - Opportunity Analysis.
Strength:
It is well know that ICICI Bank has the largest Authorised Capital Base
in the Banking System in India i.e. having a total capacity to raise Rs.
19,000,000,000 (Non – Premium Value) and HDFC being the third largest.
55

Opportunity:
Seeing the present financial & economic development of Indian
Economy and also the tremendous growth of the Indian banks
including the acquisition spree followed by them, It is clear that there is a
huge market expansion possible in banking sector in India.
Strategy:
From the analysis of Strength & Opportunity the simple and straight
possible strategy for ICICI Bank could be - to penetrate into the rural sector
of India for expanding its market share as well as leading all other Pvt. Banks
from a great gap.
• Strength - Threat Analysis.
Strength:
HDFC Bank is not only known for large capital but also for having a low
operations cost though having huge number of branches and services
provided.
Threat:
After showing a significant growth overall, India is able to attract many
international financial & banking institutes, which are known for their state of
art working and keeping low operation costs.
Strategy:
To ensure that HDFC Bank keeps going on with low operation cost & have
continuous business it should simply promote itself well & provide quality
service so as to ensure customer loyalty, therefore guaranteeing continuous
business.
• Weakness - Opportunity Analysis.
Weakness:
It is well known that workforce responsiveness in banking sector is Very
low in Indian banking sector, though HDFC Bank has responsible staff but it
still lacks behind its counterparts like HSBC, ICICI BANK, CITI BANK, YES
BANK etc.
56

Opportunity:
In the present world, India is preferred one of the best places for out –
sourcing of business process works and many more.
Strategy:
As international companies are reaping huge benefits after out-sourcing
there customer care & BPO’s, this same strategy should be implemented by
HDFC BANK so as to have proper customer service without hindering
customer expectations.
• Weakness - Threat Analysis.

Weakness:
Though having a international presence HDFC Bank has not been able to
keep up the international standards in providing customer service as well as
banking works.
Threat:
In recent times, India has witnessed entry of many international banks like
CITI Bank, YES Bank etc which posses an external entrant threat to HDFC
BANK– as this Banks are known for their art of working and maintain high
standards of customer service.
Strategy:
After having new entrants threat, Bank should come up with More
additional benefits to its customer or may be even reduce some fees for any
additional works of customers.
57

CHAPTER 7
RECOMMENDATIONS & SUGGESTIONS
• Though the E-Banking is an effective tool but many of the customers are
not using it due to the awareness of the particular direct banking channel.
Now the responsibility lies with the bank to make them aware about various E-
banking channels through publicity and advertisement.
• Bank should educate the customer about the usage of e-banking channel
and also about their advantages. This would prompt the customers to shift
from traditional brick and mortar channel
• It has been observed that even the customers who know about e-banking
channel are not using this facility due to misconception and lack of
58

information. These customers should be targeted by the bank and must be
convinced to use the same
• The result of the study show that customers are using only few facility of
various e-banking channel for example ATM for view balance and cash
withdrawal etc. Though e- banking provides a full gamut of various services.
Customer should be made aware of these services and must be encouraged to
use the same.
• The bank may improve existing facilities in rural areas through
advertising, spread awareness about computer and net banking
• The best way to motivate the customer to use the e- banking is the most
efficient
customer care service.
BIBLIOGRAPHY
• Organization Behaviour, 13th edition by Stephen P. Robbins, Timothy A.

judge & Seema Sanghi.
• Market Research 7th edition by David J. Luck & Ronald s. Rubin
• Statistics for management 7th edition by Rechard L.Levin & David s.
Rubin
• A case study on customer awareness & perception towards banking
channel of Kodak Mahindra bank by Varsha Virani, Professional Banker,
march 2009.
59

Websites:
www.hdfcbank.com
www.iba.com
www.rbi.com
ANNEXURE -I
QUESTIONNAIRE (BY ISHAN SUKLA)
Respected Sir/Madam,
I ISHAN SUKLA student of MBA of CHANDIGARH

BUSINESS SCHOOL, LANDRAN, MOHALI, is undergoing to complete a
project on “CUSTOMER AWARENESS” REGARDING HDFC BANK & ITS
60

SERVICES for the purpose of which I need to get this Questionnaire filled
from u people, So please co-operate in this respect.
PERSONAL DETAILS
NAME: ________________________________________________________
DESIGNATION/DEPARTMENT: __________________________________
QUALIFICATION:__________________ CONTACT NO: _______________
SEX:
(A) Male (B) Female
AGE:
(A) Below 25 Years (B) 25 – 40 Years
(C) 40 – 50 Years (D) Above 50 Years
INCOME (p.m.):
(A) Below 10,000 (B) 10,000-25,000
(C) 25,000-40,000 (D) 40,000-50,000
(E) Above 50,000
Q.1. Which bank/s are you banking with?

HDFC Bank Other Pvt. Banks
Nationalized Banks
Q2. Which type of account you have in HDFC Bank?
Saving current
fixed deposit salary
Q3. How often do u visit the bank?
61

Daily weekly
Two time in a month one in a month
Rarely
Q4. For which transaction you are cometo the bank?
Cheque withdrawl/deposit cash withdrawl/deposit
Demand draft balance inquire
Other
Q5.According to you which is more convenient way for Banking
Branch banking E-banking
Q6.“Banking through e-channel is safe and secure” present your view
Strongly Agree Agree
Can’t say Disagree
Strongly disagree
Q7. Are you aware about below e-banking channel
ATM
(1) Yes (2) No
Net Banking
(1) Yes (2) No
Mobile banking
(1) Yes (2) No
Phone Banking
(1) Yes (2) No
Insta alert
(1) Yes (2) No
(F) Insta Query
(1) Yes (2) No
Q8. How much you satisfied with the below e-banking channel?
62

H D CA S H
D S NT S
S SA
Y
A ATM
B NET
BANKIN
G
C MOBILE
BANKIN
G
D PHONE
BANKIN
G
E INSTA
ALERT
F INSTA
QUERY
Q9 According to you customer care facility of HDFC Bank is
(1) Excellent
(2) Good
(3) Bad
Q.10. If dissatisfied, why?

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
“Thanks for your valuable time and co-operation”
(Signature)
63

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SUMMARY

CHANDIGARH BUSINESS SCHOOL

Chapter 1: Indian banking services

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

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PRODUCTS & SERVICES PROVIDED BY HDFC

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

Chapter 2: HDFC Bank

CHANDIGARH BUSINESS SCHOOL

The Housing Development Finance Corporation Limited (HDFC) was amongst

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

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CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

AWARDS & ACHIEVENTS OF HDFC

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NDTV Best Private Sector Bank

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

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Objective of the study:

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CHANDIGARH BUSINESS SCHOOL

Q2 How often do u visit the bank?

CHANDIGARH BUSINESS SCHOOL

CHAQUE W/D 67.60%

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Q4 According to you which is the more convenient way for banking?

CHANDIGARH BUSINESS SCHOOL

Q 5“Banking through e-channel is safe and secure” present your view?

CHANDIGARH BUSINESS SCHOOL

Q6 Are you aware about the below e-banking channel?

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CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

Q7) How much you satisfied with the below E-Channel?

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

CHANDIGARH BUSINESS SCHOOL

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CHANDIGARH BUSINESS SCHOOL

March March March

QUALIFICATION:____ CONTACT NO: _