A Summer Internship Project Report on

MARKET SEGMENTATION OF THE CURRENT ACCOUNT

By RUHEE KHAN (Roll No. B-42)
Under the guidance of

Mrs. Pallavi Sajanapwar

At Indira School of Career Studies, Tathwade, Pune 411033

(2010-12)

Declaration
I do hereby declare that the project report titled Market segmentation of current account Has been prepared by me under the guidance of Mrs. Pallavi Sajanapwar as a part of my study in partial fulfillment of the award of Post Graduation Program (PGP) of ISCS Pune-33. I further declare that this project report is the result of my own effort which is original one and has not been submitted earlier either to this Institute or to any other university/institution for the fulfillment of the requirement of a course of study.

RUHEE KHAN

ACKNOWLEDGEMENT
I wish to a acknowledge with a deep sense of heartfelt gratitude and indebts to Mr. Beejal Parekh Assistant vice president of HR Department, HDFC Bank, Nanapeth branch, Pune who gave me the opportunity to undergo project work for my Summer Internship Project. I take this opportunity to voice and record my sincerest gratefulness towards my esteemed guide Mr. Rajeev under whose guidance the present project work has been brought completion. My heart leads up in thanking for his benevolent and time to time help, valuable suggestions, keep an active interest in the successful completion of this project work. He has always shown me the attitude to solve my difficulties. I am extremely thankful to Prof. Pallavi Sajanapwar, of Indira Institute of Management, Pune for her valuable advice and guidance for research project. It is indeed my privilege to express my sincere gratitude to her for her initiative, guidance, continued supervision and constant encouragement without which it would have not been possible for me to take up this project and complete it successfully. I would like to take this opportunity to extend my heartfelt gratitude to the staff of HDFC Bank and my friends.

RUHEE KHAN

EXECUTIVE SUMMARYResearcher has done summer internship in HDFC Bank at Nanapeth. Mr. RAJEEV was the project mentor in summer internship project he is the sales executive at HDFC Bank. Project title is market segmentation of current account. This study has information all about the current account. It was very interesting to see the results that were obtained after completion of the projects and hope they add lot of value to the study conducted. The main purpose of doing this project was to do market segmentation of current account. The data was collected through well-structured questionnaires. Since the researchers are given very limited time. This survey was carried out in various segments of the Market. To get better knowledge about the project two surveys done by the researcher. The survey was conducted for the new customer and existing customer of the HDFC bank.

OBJECTIVES OF THE RESEARCH To get better knowledge about the different segments of the market. To study the factor that can facilitate the customer conversion. To know the requirements of the customer of HDFC Bank and the other new customers. To find out new market for selling by-products other than existing ones.

RECOMMANDATION: HDFC Bank should improve its after sale service because its hits badly current account market share. Bank should disclose each & every charges which have been levied on customers. It was found in the survey that customer were saying that for completing the target agent promise different ME machine charge to the customer but in actually it charges more than that was promised. Relationship manager should be provided to the customer to get their trust.

The HDFC Bank is using so many strategies to making aware to the customers about the product. But for the new offer also bank should use some strategies.

LIMITATION: Every study has certain limitations. In my study, also there were certain Limitations, which I could not able to solve. 1. The research was conducted in Market Yard, Shukrawar peth ,shanivar peth, Guruwar peth,Ravivar peth,Budhwar peth ,Laxmi Road ,tulsi bagh,MG road,Mg road market, Nana peth, Kaswa peth, Timber road, SS road, Swargate etc. 2. Time factor was also important for me. I had only 45 days to complete my Research, for which a full-fledged report was insufficient for me. 3. The customer filled the questionnaire mostly in careless manner, so it was Difficult to make them hold for time.

SUGGESTION
To be amongst the most admired banks in the country committed to excellence, the bank will have to go for intense relationship marketing. When customers inquire about the services, bankers should advice promptly and courteously. Bank should use the data given by the customers in a proper and ethical way that benefits the customer. After dealing with the customers bank should remain in touch with them and should listen to their views and grievances promptly and courteously because only customer centric companies can survive in todays competitive market. According to me HDFC Banks biggest loop hole is its restricted network, no doubt in very short period of time of just 13 years they have achieved various milestone but even though if they want to compete with market leaders, they have to improve their network.

TABLE OF CONTENTS S.NO.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Introduction Company Profile Research Objectives Product Profile SWOT Analysis
Review of Literature/ Theoretical Background

TOPIC

PAGE
7 8 11 12 19 22-27 27-30 31-50 51-52 53 54

Research Methodology Data Analysis , Results and Interpretation Conclusion Recommendations Limitation Reference

13.

Appendix

INTRODUCTION

Company Profile Vision: HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic team
determined to accomplish the vision of becoming a world-class Indian bank. Business philosophy is based on four core values - Customer Focus, Operational Excellence, Product Leadership and People Mission: to become world class bank. The objective is to build sound customer franchises across distinct businesses so as to be preferred provider of banking services for target retail and wholesale customer segments, and to achieve a healthy growth in profitability,consistent with the Bank's risk appetite. Continue to develop new product and technology is the main business strategyof the bank. Maintain good relation with the customers is the mainand prime objective of the bank. HDFC Bank Limited is a major Indian financial services company based in India incorporated in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,725 branches and over 5,016 ATMs, in 780 cities in India, and all branches of the bank are linked on an online real-time basis. . HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders

As of 30 September 2008 the bank had total assets of Rs.1006.82 billion. For the fiscal year 2010-11, the bank has reported net profit of 3,926.30 crore (US$871.64 million), up 33.1% from the previous fiscal. Total annual earnings of the bank increased by 20.37% reaching at 24,263.4 crore (US$5.39 billion) in 2010-11.The Asian Banker declares HDFC Bank the Best Retail Bank.HDFC Bank makes it 3rd time in a row.

Company Hierarchy CHAIRMAN: Mr. C.M. Vasudev Chairman of the Bank with effect from 6th July 2010. MD: Mr. Aditya Puri
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.

Total employees-51,888
HDFC BANK business strategy emphasizes the following: Increase market share in Indias expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service. Leverage our technology platform and open saleable systems to deliver more products to more customers and to control operating costs. Maintain current high standards for asset quality through disciplined credit risk management.Develop innovative products and services that attract thetargeted customers and address inefficiencies in the Indianfinancial sector. Continue to develop products and services that reduce banks cost of funds.
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OBJECTIVES OF THE RESEARCHEvery task is undertaken with an objective. Without any objective a task is rendered meaningless. It is an action, a purpose, which is directed to a person to conduct a study. It represent a fact having actual existence of outside the mind or a goal for which the study id to be conducted. The main objectives for undertaking this project are: To get better knowledge about the different segments of the market. To study the factor that can facilitate the customer conversion. To know the requirements of the customer of HDFC Bank and the other new customers. To find out new market for selling by-products other than existing ones.

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Product and Services

Services offered by HDFC Bank: Wholesale Banking Services: HDFC Bank targets Blue-chip manufacturing companies in
the Indian corporate to small & mid-sized corporate 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.

Retail Banking Services: 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 positioned 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. These services are provided through the bank's Treasury team. To comply with statutory reserve requirements, the bank is required to hold 25% of its deposits in government securities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio. this is all about HDFC.

Banking offered by HDFC Bank:

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Finance and insurance Investment Banking Commercial Banking Retail Banking Private Banking Asset Management Mortgages Credit Cards

Customers :
The customers of the company are below,

Individuals: One who earns the monthly salary, business, kids etc. Groups: HUFs, local committees, Co- Operative Societies, Proprietorship, Parternership firm,
Companies etc

NRIs: Non resident Indians.

More than that The Bank target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporate and agro-based businesses multinationals, companies from the domestic business houses and prime public sector companies.

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Product profile

Accounts &Deposits Saving Account

Regular saving account Saving plus account Saving Max aacount Senior citizen Account No Frills Account Instititional Saving account Kids Advantage account RFC deposit account Pension Saving Bank account Family Saving group Merchant Advantage Kisan no frills saving Kisan club saving plus Current account Merchant Advantage Current account

Current Account
Plus current account Trade current account

Fixed deposits
Regular fixed deposits 5Year tax saving

Flexi current account Apex current account Max current account Premium current Account

fixed deposits Super saver facility Sweep-in Facility Demat Account Salary account

Regular current account

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Cards Credit Cards Silver Credit Card Value Plus Credit Card Easy Shop Gold Debit Gold Credit Card Titanium Credit Card Woman's Gold Credit Card Platinum Plus Credit Card Visa Signature Credit Card World MasterCard Credit Card Corporate Platinum Credit Card Corporate Credit Card Business Platinum Credit Card Business Gold Credit Card Card Easy Shop Internatioal Business Debit Card Easy Shop Woman's Advantage Debit Card Easy Shop Titanium Debit Card Easy Shop Platinum Debit Card Easy Shop NRO Debit Card Purchase Card Distributor Card FoodPlus Card MoneyPlus Card ForexPlus Chip Card Debit Cards Easy Shop International Debit Card GiftPlus Card Prepaid Cards ForexPlus Card

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Loans

Investments & Insurance

Forex services

Personal Loans SmartDraft

Wealth Advisory Services

Products & Services Trade Services

Mutual Funds Home Loans Tax Planning Two Wheeler Loans Insurance New Car Loans General & Health Used Car Loans Insurance Gold Loan Educational Loan Bonds Loan Aga Knowledge Centre inst Securities Equities & Derivatives Loan Against Property Mudra Gold Bar Loans Against Rental Mudra Silver Bar Receivables Health Care Finance Retail Agri Loans Forex Limits Guidelines Branch Locator RBI Forex Services

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Tractor Loans Commercial Vehicle Finance Working Capital Finance Construction Equipment Finance Warehouse Receipt Loans

Payment Services Net Safe Merchant Services Prepaid Refill Bill Pay

Access your bank Net Banking Credit Cards Online One View Insta Alerts

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Visa Bill Pay Pay Now Register & Pay Insta Pay Direct Pay mChek Visa Card Pay RTGS Funds Transfer e-Monies Electronic Funds Transfer Excise & Service Tax Payment Online Payment of Direct Tax Online payment of DVAT

Mobile Banking ATM Phone Banking Email Statements Branch Network

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SWOT Analysis

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SWOT Analysis

Strength:
Great brand image. Good technology. Online fund transfer. Right strategy for the right products. Products have required accreditations. High degree of customer satisfaction. Lower AHT(avg. handling time). Dedicated workforce. Higher profitability. Large share of low-cost deposits, higher net interest margin Better quality of assets.

Weaknesses:
Comparatively high AQB for current account. Comparatively high maintenance for saving account. Lower transparency-customer account deduction. Ineffective manpower utilisation. Unawareness of the products to the customers. No low balance account. No low balance special account for the students. Different charges for the SWAP/ME machine for the different customers.

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To apply for the home loan a customer must have income more than 15000rs. While in other banks the requirement is very low. Unfair deduction of money from the customers account.

Opportunities:
Huge and vast market. Target student segment/economy class-low balance account. Bank can do well in rural area by the low balance account. Tie-up with other bank. HDFCs revenue is increasing so now it can increase its size also. (ICICI is 3times bigger then HDFC Bank). Increase in per capita income.

Threats:
Huge and vast market. Increasing industry size. There are many competitors entering into this segment. Other competitors are providing the product at low cost. International competition. It is the mindset still customers like to invest their money in govt. Brand like SBI. Recession.

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Review of Literature/ Theoretical Background

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Introduction:
Market segmentation strategy involves dividing the market into groups, where individuals have similar needs and wants for services and products. It could also be a segmentation of people on the basis of behavior, culture and economic status.market segmentation is defined as, "Process of defining and sub-dividing a large homogenous market into clearly identifiable segments having similar needs, wants, or demand characteristics". A market segment should be1. Measurable 2. Accessible by communication & distribution channel. 3. Different its responses to a marketing mix. 4. Durable (not changing too quickly) 5. Substantial enough to be profitable.

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Market Segmentation Strategies Bases for segmentation in consumer market:Consumer market can be segmented on the following customer characteristics is segmented is based on variables used for segmentation; behavioral, demographic, psychographic and geographical differences.

Behavioral Segmentation: Behavioral segmentation is based on the customer's needs and subsequent reaction to those needs or toward the purchase of intended products and/or services. This study is conducted on all variables that are closely related to the product itself, like loyalty to a particular brand, cost effectiveness in terms of benefits and usage, circumstances responsible for the purchase, whether the customer is a regular, a first timer or and has the potential to become a customer, and whether the readiness to buy is linked to status.

Demographic Segmentation: Demographic segmentation refers to a wide study of the potential customers. While marketing a product many variables like age, gender, education, income, size of the family, occupation, socioeconomic status, culture and religion, language and nationality are taken into account. There are many instances where such a segmentation has worked very profitably, toys and clothes for every age group, certain food products that do well in certain counties and don't in some, either due to cultural or religious reasons. Demographic segmentation plays a vital role in determining whether a product can be mass marketed or designed for specific clientele. A .Age(Dominant factor):-Segmentation is done on the basis of age of Person. B.Income (dominant factor):-Segmentation is done on the basis of Income level of a person C.Purchasing power (dominant factor):- Segmentation done on the basis of purchasing power of the customer.

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D.Occupation E.Gender (dominant factor)

Psychographic Segmentation:
Segmenting people according to their lifestyles and values, and how they translate into consumption or purchases of products of services is what psychographic segmentation is all about. How one's interest, opinions, values, attitude and the activities they perform, all affects how and why a group of people would lean towards one product more than others. A high status would translate into an expensive flying habit, while a thrift value will translate into an economy flight.a. Family Size b. Family life cycle c. Nationality d. Religion e. Education: Primary, f. High School, g. Secondary, h. College, i. Universities Many of these variables have standard categories for their values.

Geographical Segmentation: Geographical segmentation is done by dividing people

(markets) into different geographical locations. The country, state, or neighborhood, the king of gentry, climate, size of a place segmented into size of its age wise population, etc. all play a role
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in devising market strategies. This helps the producer and the marketers to understand what will sell and what won't, for example, a market for winter wear would definitely not work in warm regions. a. Region:- Segmentation by continent / country / state / district / city b.Size: Segmentation on the basis of size of a metropolitan area as Per its population size. C.Population density: - Segmentation on the basis of population density such as urban / suburban / rural etc. d.Climate: Segmentation as per climatic condition or weather.

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Research methodology:

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Research Methodology: Research methodology is considered as the nerve of the project.

Without a proper well-organized research plan, it is impossible to complete the project and reach to any conclusion.Therefore, research methodology is the way to systematically solve the research problem. Research methodology not only talks of the methods but also logic behind the methods used in the context of a research study and it explains why a particular method has been used in the preference of the other methods

Research design: Research design is important primarily because of the increased

complexity in the market as well as marketing approaches available to the researchers. In fact,it is the key to the evolution of successful marketing strategies and programmers. It is an important tool to study buyers behavior, consumption pattern, brand loyalty, and focus market changes. A research design specifies the methods and procedures for conducting a particular study.

Types of research are: Descriptive Research: Descriptive studies are undertaken in many circumstances when the
researches is interested to know the characteristic of certain group such as age, sex, education level, occupation or income.

Applied research: Applied research aims at finding a solution for an immediate problem
facing a society or an industrial/business organization. The central aim of the applied researches to discover the solution for some pressing practical problem.

Empirical Research: Empirical research relies on experience or observation alone,often

without due regard for system and theory. It is based research coming up with conclusion which is capable of being verified by observation or experiment.

Fundamental research: Fundamental research is mainly concerned with generalization and

with the formulation of the theory.the central aim of the theory is directd towards finding information that has a broad base of application.

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Conceptual research: conceptual research is that related to some abstract ideas or theory .it
is gradually used by philosopher and thinkers to develop new concepts or to rinterpret existing ones.

Analytical Research: in analytical research, the researcher has to use facts or information
already available and analyze these to make a critical evaluation of the material.

Types of Sampling:
1) Probability Sampling 2) Non-Probability Sampling There are various types of sampling under the head of both sampling methods, while I had selected judgmental sampling under the head of NON-PROBABILITY sampling. According to this particular sampling method, I had selected the sample on the basis of my analysis after considering the banks requirements and conditions which should followed by the corporate.

Data collection methods: Primary data: Primary data is the specific information collected by the person who is doing
the research. It can be obtained through clinical trials, case studies, true experiments and randomized controlled studies. This information can be analyzed by other experts who may decide to test the validity of the data by repeating the same. For primary data collection, we have to plan the following four important aspects.

Secondary Data

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Collected by other and secondary sources.Such data are cheaper and more quickly obtainable than the primary data and also may be available when primary data cannot be obtained at all. The Companys profile, journals and various literature studies are important sources of secondary data.Data analysis and interpretation 1. Questionnaires 2. Pie chart and Bar chart

Questionnaires: This is the most popular tool for the data collection. A questionnaire
contains question that the researcher wishes to ask his respondents which is always guided by the objective of the survey.

Pie chart: This is very useful diagram to represent data , which are divided into a number of
categories. This diagram consists of a circle of divided into a number of sectors, which are proportional to the values they represent. The total value is represented by the full create.

Bar chart: This is another way of representing data graphically. As the name implies, it
consist of a number of whispered bar, which originate from a common base line and are equal widths. The lengths of the bards are proportional to the value they represent.

Preparation of report:
The report was based on the analysis and presented with the findings and suggestions. The sample of the questionnaires is attached with the report itself.

Sampling Methodology: Details of the sampling methodology, I have made questionnaire.

The one is made for the existing Customer and one for new customers. No. of questions in questionnaires for new customer: 10 No. of questions in questionnaires for existing customer: 10 No. of people met during the research: 200.
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Data Analysis , Results and Interpretation

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Questionnaire
For existing customerPart B 1. What is the annual turnover of your company? 1.10000-50000 3. 1lakh- 10lakh OPTION 10000-50000 50,000-1lakh 1lakh- 10lakh 10lakh-above
PERCENTAGE

2. 50,000-1lakh 4. 10lakh-above NO. OF RESPONDENTS 10 11 24 5

20% 22% 48% 10%

option d 10%

option a 20%

option c 48%

option b 22%

Inference
1.The survey was done among the customer in which 48% customers income comes between 1 lakh to 10 lakhs. 2.22% of the customers income comes under 50000 to 1 lakhs.
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2. what other HDFC Banks product are you using along with Current account? 1. Saving account 3. Insurance OPTION Saving account loan insurance others
PERCENTAGE

2. loan 4. Others NO. OF RESPONDENTS 20 5 7 18

40% 10% 14% 36%

option d 36%

option a 40%

option c 14%

option b 10%

Inference
1.4o% of the customers has saving account along with their current account. 2.36 % of the customers are using other product of the HDFC Bank along current account.

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3. Which current account do you have in HDFC Bank? 1. Max Account 3. Plus account 5. Other OPTION Max account Trade account plus account apex account Others
PERCENTAGE

2.Trade account 4.Apex account

NO. OF RESPONDENTS 4 16 14 11 5

8% 32% 28% 22% 10%

option e 10% option a 8%

option d 22%

option b 32% option c 28%

Inference
1. 32% of the customers are using trade account and the AQB of the trade current account is 40000/-rs

2. 28% of the customers are using plus account and the AQB of plus account is 100000/34

4. since when are you banking with this bank? 1. 0-1year 3.2-5 year OPTION 0-1year 1-2year 2-5 year 5 & above
PERCENTAGE

2.1-2year 4. 5 & above NO. OF RESPONDENTS 12 14 11 13

24% 28% 22% 26%

option d 26%

option a 24%

option c 22%

option b 28%

Inference 1.28% of the customers has been doing banking with HDFC Bank for 1-2 years. 2. 46% of the customers have been using doing banking with HDFC Bank for 5 years.

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5. Which facility do you like the most? 1. Online banking 3. RTGS &NEFT OPTION Online banking OD &CC RTGS &NEFT Swap machine
PERCENTAGE

2.OD &CC 4. Swap machine NO. OF RESPONDENTS 17 12 3 18

34% 24% 6% 36%

option d 36%

option a 34%

option b 24% option c 6%

Inference

1. 36% of the customers are using swap machine of the HDFC Bank.

2. 17% of the customers are doing online banking with HDFC Bank.
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6. Are you satisfied with your bank facilities? 1. Yes OPTION Yes no
PERCENTAGE

2. No. NO. OF RESPONDENTS 15 35

30% 70%

option a 30%

option a 70%

Inference

70% of the customers of HDFC Bank are satisfied with the services if the HDFC Bank and would like to do banking with HDFC Bank in future. 30% of the customers are not satisfied with the services of the HDFC Bank and the reason is hidden charges which are levied by HDFC Bank on the customer.

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7. what other facilities are you seeking for? 1. OD &cc 3. Credit facilities OPTION OD &CC Pick & drop facility RSM Others 10% 8% 5 18
option e 8%

2. Pick & drop facility 4. RSM

PERCENTAGE

5. Others

NO. OF RESPONDENTS 21 9

42% 18%

option d 10%

option a 42% option c 22% option b 18%

Inference

1. the question was asked to the customer to know about the other requirement and the services which they are seeking for,42% of the customer told they want od and cc facilities with their current bank which is also provided by the HDFC Bank.

2. 22% of the customer would like to get

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For New customer Part B 1..what is the turnover of your company? 1.10000-50000 3. 1 lakh- 10 lakh OPTION 10000-50000 50,000-1lakh 1 lakh- 10 lakh 10lakh-above
PERCENTAGE

2. 50,000-1lakh 4. 10lakh-above NO. OF RESPONDENTS 8 14 12 16

16% 28% 24% 32%

option a 16% option a 32%

option a 28%

option a 24%

Inference

1. the question regarding annual turnover was asked to the customer in 32% of the customers annual turnover is more than 1 lakh and less than 10 lakhs. 2. 28% of the customer s annual turnover is more than 50000 and less than 1 l akh.

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2. In which banking sector would you like to open your current account? 1. Private sector OPTION
PERCENTAGE

2. Public sector NO. OF RESPONDENTS

Private sector . Public sector

72% 28%

36 14

option b 28%

option a 72%

Inference

1. 72 % of the customer has their current account in public sector bank or having their account in public sector bank.

2. 28 % of the customers are having their current account in private sector bank.

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3. In which bank do you have current account? 1.HDFC Bank 3.ICICI Bank OPTION HDFC Bank SBI Bank .ICICI Bank others 2.SBI Bank 4.others
PERCENTAGE

NO. OF RESPONDENTS 12 20 12 6

24% 40% 24% 12%

option d 12%

option a 24%

option c 24%

option b 40%

Inference

1.40% of the customers have their current account in SBI Bank.

2. 48% of the customer have their current account in ICICI bank and other private bank.

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4. since when are you banking with this bank? 1. 0-1year 3.2-5 year OPTION 0-1year 1-2year 2-5 year 5 & above
PERCENTAGE

2.1-2year 4. 5 & above NO. OF RESPONDENTS 8 10 22 8

16% 20% 44% 16%

option a 16% option d 44%

option a 20%

option c 20%

Inference 1. 44% of the customers are banking with their bank more than 5 years.

2. 40 % of the customers are banking with their bank 1 to 5 years.

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5. Reason for having accounts in your bank? a. Near to your place c. trust to the brand f. others OPTION Near to your place good services trust to the brand good facilities 24% 6% 36% 12 3 18
PERCENTAGE

b.good services d. good facilities

NO. OF RESPONDENTS 17

34%

option d 16%

option e 12%

option a 24%

option c 16%

option b 32%

Inference 1. The reason for banking with their bank for 32% of the customer in good services.

2. The other reasons like near to place, trust to the brand , good facilities and others are equally valid reason for banking with their old bank.
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6. Which facility you like the most in your bank? a. cash pick& drop facility c.OD& CC OPTION cash pick& drop facility free dd & po OD &CC others 24% 6% 36% 12 3 18
PERCENTAGE

b. free dd & po d. others NO. OF RESPONDENTS 17

34%

option d 20%

option a 28%

option c 28%

option b 24%

Inference 1. cash pick & drop facility and od cc facility is mostly liked by the customers

2. All the facilities which are given by the bank are equally likable by the customers.

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8. Are you using swap machine? a. Yes OPTION Yes No

PERCENTAGE

b. no NO. OF RESPONDENTS 42 8

84% 16%

option b 16%

option a 84%

Inference

1. 84% of the customers are using Swap machine.

2. Swap machine is being used by all the mostly customers it could lead to a great change.

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8. Are you aware with RTGS & NEFT facility & online & phone banking facility? a. no OPTION No Yes
PERCENTAGE

b. Yes NO. OF RESPONDENTS 14 36

28% 72%

option a 28%

option b 72%

Inference

1. 72% of the customers know about the NEFT & RTGS facility.

2. 28 % of the customers do not know about such facilities, by making them aware we can turn up to our bank.

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10. Would you like to switch to other bank? a. yes OPTION Yes No
PERCENTAGE

b. no NO. OF RESPONDENTS 24 26

48% 52%

option b 52%

option a 48%

Inference

1. 52% of the customers do not want to change their banks and they would not like to do parallel banking.

2. 48% of the customers would like to switch to other bank, and are seeking the new options of banking.
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RECOMMANDATION: HDFC Bank should improve its after sale service because its hits badly current account market share. Bank should disclose each & every charges which have been levied on customers. It was found in the survey that customer were saying that for completing the target agent promise different ME machine charge to the customer but in actually it charges more than that was promised. Relationship manager should be provided to the customer to get their trust. The HDFC Bank is using so many strategies to making aware to the customers about the product. But for the new offer also bank should use some strategies. Still there are so many customers who are not aware with the RTGS,NEFT and online banking the bank should do something to make them aware. As there is a bottle neck competition between HDFC Bank and ICICI Bank, it is Necessary to take measure steps to overcome the area of downfall in HDFC Bank with respect to ICICI bank.

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LIMITATION: Every study has certain limitations. In my study, also there were certain Limitations, which I could not able to solve. 1. The research was conducted in Market Yard, Shukrawar peth ,shanivar peth, Guruwar peth,Ravivar peth,Budhwar peth ,Laxmi Road ,tulsi bagh,MG road,Mg road market, Nana peth, Kaswa peth, Timber road, SS road, Swargate etc. 2. Time factor was also important for me. I had only 45 days to complete my Research, for which a full-fledged report was insufficient for me. 3. The customer filled the questionnaire mostly in careless manner, so it was Difficult to make them hold for time. 4. I had only found the businessman for my survey.

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REFERENCE: http://www.hdfcbank.com/ http://www.wikipedia.org/ www.google.com Business world Business today Business line News paper

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APPENDIX Design of questionnaire for survey to be conducted. For existing customerQuestionnaire Part A Customer /Company Name: Customer Profile: Details of activity: Address: Contact no.: Business started from: Part B

1. What is the annual turnover of your company? 1. 10000-50000 3. 1 lakh- 10 lakh 2. 50,000-1lakh 4. 10lakh-above

2. What other HDFC Banks product are you using along with Current account? 1. Saving account 4. Insurance 2. Loan 4. Others

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3. Which current account do you have in HDFC Bank?

1. Max Account 3. Plus account 5. Other 4. Since when are you banking with this bank? 1. 0-1year 3.2-5 year 5. Which facility do you like the most? 1. Online banking 3. RTGS &NEFT 6. Are you satisfied with your bank facilities? 1. yes 2. No.

2.Trade account 4.Apex account

2.1-2year 4. 5 & above

2OD &CC 4. Swap machine

7. What other facilities are you seeking for? 1. OD &cc 3. Credit facilities 5. others 8.any other requirement .. 2. Pick & drop facility 4. RSM

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9. Queries regarding bank . 10. Any comment. Bank use only Bank officer name: Requirement forward to: Sales manager name: Date: Place: Signature:

For New CustomerQuestionnaire Part A Customer /Company Name: Customer Profile: Details of activity:
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Address: Contact no.: Business started from: Part B 1. What is the turnover of your company? a. 10000-50000 c. 1 lakh- 10 lakh b. 50,000-1lakh d. 10lakh-above

2. In which banking sector would you like to open your current account? a. Private sector 3. In which bank do you have current account? a. Bank c. ICICI Bank b.SBI Bank d. others b. Public sector

4. Since when are you banking with this bank? a. 0-1year c.2-5 year 5. Reason for having accounts in your bank? a Near to your place c. trust to the brand b. Good services d. good facilities
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b.1-2year d. 5 & above

f. others 6. Which facility you like the most in your bank? a. cash pick& drop facility c.OD& CC 7. Are you using swap machine? a. Yes b. no b. free DD & PO d. others

8. Are you aware with RTGS & NEFT facilty & online & phone banking facility? a. yes 9. Are you satisfied with you bank facilities? a. yes 10. Would you like to switch to other bank? a. yes b. no b. no b.no

11. Any comment.

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THANK YOU

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