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PROJECT TOPIC :
Submitted By
Taniya Dutta
MBA- Finance
OPPURTUNITIES THREAT
1300 BRANCHES COMING ON VARIOUS SBI BANK
LOCATION
OTHER PRIVATE BANK (ICICI,AXSIS etc)
OBJECTIVES OF THE STUDY
To study the loan policies of the Bank.
To study the credit appraisal.
To study the various types of loans and
advances.
To study the documents required for loan
sanctioning procedure.
Personal loan -A personal loan is a sum of money that a person borrows to
meet his financial needs and requirements.
The most common types of personal loans are:
Secured Loans (loan that has been secured on the borrower's assets)
Unsecured Loans(The borrower is not required to pledge any collateral, to
secure the loan)
Online Personal Loans -Loans are offered online .
Fast Cash Advance Loan (Sometimes, a person may be in need of a quick
payday loan, so that he could meet an unexpected money crisis like Car repair
and other unexpected bills )
Military Personal Loans are for military servicemen.
No Credit Personal Loans for borrowers with poor credit history.
Second Chance Personal Loans for those individuals who run into unplanned
financial crisis, such as a sudden tragedy or any other financial contingency.
Short Term Personal Loans -The rate of interest involved is usually high. This
is because the period of repayment is usually for a short time
A) SUPPORTING ‘DOCUMENTS’ REQUIRED TAKING A LOAN
In Case Of Salaried Employees:
ID proof - Pan card /driving license / employee I-card / voter ID / passport.
Residence proof - Electricity bill / telephone bill / water bill / ration card.
Latest 3Months Salary Slip with all deductions
Form no.16 for income tax return
Bank statement for the last six months
One photo self attested
In Case Self-employed:
ID proof- Pan card /driving license / employee I-card / voter ID / passport.
Residence proof- Electricity bill / telephone bill / water bill / ration card.
Financial statement of the business / profession along with copies of Individual
Tax Returns for the last three years certified by Chartered Accountant
Income tax return + computation not more than 2 years old.
Bank Statement not more than 6 months old.
Eligibility Salaried Self Employed/Business
Age 21 to 60 25 to 65
Risk Intelligence & Control agency (RIC) checks the customer’s background
Sampling Design
SAMPLING TECHNIQUE-Non probability sampling, i.e., convenient sampling method was used to
select a sample of 100 customers among the customers of the HDFC Bank.
SAMPLE SIZE-Sample size of 100 customers are taken from the Boat Club branch of HDFC Bank
SAMPLING METHOD USED- Random sampling method was used to select a sample of 100 customers
among the customers of HDFC Bank.
SCALE - Respondents were given a scale whose positions range from ‘Highly Satisfied´ to ‘Highly
Dissatisfied´
AREA OF SURVEY -The area selected to find the satisfactory level was in and around Boat club
road,Pune
Data analysis technique- Comparative Study Analysis
The study on customer satisfaction has the
geographical coverage limit to HDFC Bank Boat
Club Branch,Pune only. This study will help the
company to know in detail about the customer
perception and their attitude towards the personal
loan product and services. The company will gain
the feedback from the customer to improve its
products and quality of service.
AGE GROUP NO. OF RESPONDENTS PERCENTAGE
20-30 22 22%
30-40 43 43%
ANALYSIS –
The above table shows that-
22% of the respondents fall under the age group of 20 - 30 years,
43% of the respondents fall under age group of 30 - 40 years and
35% of the respondents belonging to age group of 40 and above years.
INFERENCE -Hence it clearly shows that he majority of the respondents fall under the
age group of 30 - 40 years i.e. 43%.
GENDER NO. OF RESPONDENTS PERCENTAGE
FEMALE 43 43%
MALE 57 57%
ANALYSIS –The table shows that there are – 57% of male respondents ,43% of
female respondents.
INFERENCE- Thus the table clearly shows that the majority of the respondents are
male i.e. 57%.
ANALYSIS-The above table shows that there are no respondents who have a
monthly net take home salary of less than Rs 15,000; there are 23% of the
respondents who fall under Rs 15,000 - Rs 30,000 household income and 77% fall
under the more than Rs 30,000 net take home salary category.
INFERENCE -The table clearly shows that the majority of the respondents have
more than Rs 20,000 of monthly net take home salary that is 77%.
ANALYSIS -The above table relates that the 65% of the respondents think its
extremely important for the interest rate to be convenient, 20% of the respondents
think it is somewhat important, 15% of the respondents think its not so important
while none of them think its not at all important.
INFERENCE- It clearly shows that majority of the customers think that it is very
important i.e. 65%.
ANALYSIS –From the above table it can be analyzed that out of 100 respondents
10% are highly satisfied with the processing fees & time of the bank, 62% are
satisfied, 23% are neutral, 5% are dissatisfied and none are highly dissatisfied.
INFERENCE –Therefore, it can be inferred that almost 5% of the respondents are not
happy with the processing fees & time.This indicates that the customers are not
satisfied with the processing fees & time
ANALYSIS – The table shows that according to 30% of the respondents it is very
important that the size of the EMI is appropriate, 45% of the respondents think it
is somewhat important, 20 % of the respondents said it is not so important while
5% of the respondents replied that it is not at all important.
INFERENCE- Hence the table clearly shows that the majority of the respondents
think it is somewhat important for the EMI to be appropriate.
1. Most of the customers of the bank are satisfied, but there is a minority of
customers who are still looking for improvement.
3. When it comes to the processing fees & time , it shows mix response.
More customers would prefer a change in the. processing fees & time.
4. The only drawback that HDFC bank has in compare to other banks is only
regarding the interest rates which is considered to be low in comparison to
other bank. While most of the banks charges high monthly installment for the
repayment of loan with compare to HDFC bank.
5. So, we should enable customers to get personal loan easily and provide
variety of other banking scheme to the personal loan customer .
1. The processing time which is now 10 days , must be reduce to 9 days ,so more and more people can apply
for the urgent loan for unforeseen calamities
2. Scheduling regular promotional activities like company visit etc. to inform more and more people about
the loan facilities based on their salary i.e. Personal Loan´.
3. More number of scheme should be provided to the current salary holder customer with HDFC Bank with
different features .
4. Proper and general instruction about the product with latest changes and working provides to the
executive .
5. The interest rates made to be more liberal to customer to customer on the basis of their salary and
company profile .
6. The process of funding the loan needs to be more simple so that the customer can understand the
product according to their needs.
7. There should be more executive especially in big and crowded branches in the main part of the town.
8. Special schemes should be provided for small scale sector business employees as well new package of
offers and discounts should be provided for high network people.
BOOKS AND MAGAZINES
Marketing Management- Philip Kotler
India Today
In-house journals
JOURNALS :
HDFC bank universe
. Internal reports
Presentation material
Brochures
WEBSITES:
www.hdfcbank.com
www.google.co.in
NEWSPAPERS
The Times of India
The Economic Times
Business Standard
1. Name ______________________________________
2. Age
o 20-30
o 30-40
o 40 <
3. Gender
o Male
o Female
4. Marital Status
o Married
o Single
o Very important
o Somewhat important
o Not so important
o Not at all important
o Very important
o Somewhat important
o Not so important
o Not at all important
8. What is your level of satisfaction with respect to the processing fees and time in
HDFC bank?
o Highly satisfied
o Satisfied
o Neutral Dissatisfied
o Highly dissatisfied