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CHAPTER-1
INTRODUCTION
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1.1 THE TOPIC: OPENING SAVINGS & CURRENT
ACCOUNTS BY MEETING CUSTOMERS
At HDFC Bank, I was assigned with the topi as !Opening "a#ings Ao$nts
%& 'eeting C$sto(e)s* +o) (& p)oet wo)k I oined the o(pan& as a "a.es E/e$ti#e
The se.etion o+ the topi was to know how the o(pan& gene)ates %$siness th)o$gh
the(
"a.es E/e$ti#es a)e those so$)es o+ a o(pan& who ha#e thei) own )e.ations
and pe)sona. ontats a(ong o((on p$%.i that the& $se to gene)ate %$siness th)o$gh
Co(pan& has e)tain )ite)ia to )e)$it these "a.es E/e$ti#es
The steps a)e as +o..ows
He sho$.d %e at .east 10th passed
He sho$.d ha#e good pe)sona. ontats
He sho$.d ha#e on#ining powe)
He sho$.d %e a%o#e 1th &ea) o.d
One he th)o$gh a.. these steps o+ )e)$it(ent, he %eo(es the "a.es E/e$ti#e o+
the o(pan& and )ese)#e the )ight to sa.e the #a)io$s p)od$ts to an& p)ospet .ient
a.so he is paid the o((ission a e)tain pe)entage The)e a)e so(e )ewa)d and to$)
pakage a.so
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1.2 REASON FOR SELECTION OF THIS TOPIC:
The +inania. seto) is one o+ the %oo(ing and in)easing seto)s in India The
"a.es E/e$ti#es a)e one o+ the (ost powe)+$., e++iient and e++eti#e hanne. th)o$gh
whih the o(pan& sa.es it2s #a)io$s t&pes o+ +inania. p)od$ts It is )ea..& di++i$.t to
on#ine $sto(e)s and se.. a sing.e p)od$t %$t sine these e/e$ti#es ha#e thei) own
pe)sona. ontats whih (ake the enti)e task easie) to se.. a p)od$t 3he)eas in (&
enti)e p)oet wo)k I +o$nd (& inte)est in wo)king in a tea(, dea.ing with $sto(e)s and+ina..& on#ining the( to open an ao$nt with the %ank
1.3 IMPORTANCE TO THE COMPANY:
The $.ti(ate p$)pose o+ gi#ing (e this topi was to know a%o$t the $sto(e)2s
pe)eptions a%o$t the di++e)ent p)od$ts o+ the %ank, how these p)od$ts an att)at the(
and how the o(pan& an gene)ate (a/i($( p)o+it %& on#ining the( th)o$gh sa.es
e/e$ti#es
1.4 LEARNING FROM THE STUDY:
The p)oess o+ )e)$it(ent +o) "a.es E/e$ti#es o+ HDFC Bank
Di++e)ent p)od$ts and se)#ies p)o#ided %& the %ank
C$sto(e)s2 pe)eption a%o$t the di++e)ent p)od$ts
The %)and i(age o+ the %ank
3hat a)e the p)o%.e(s +aed %& these sa.es e/e$ti#es dai.& %asis
How to o(($niate with the $sto(e)s
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Di++e)ent tehni5$es o+ dea.ing with the $sto(e)s
How to on#ine and on#e)t a $sto(e) into a )ea. $sto(e)
2. COMPANY HISTORY:
2.1 FORMATION OF THE COMPANY
The Ho$sing De#e.op(ent Finane Co)po)ation 6i(ited 7HDFC8 was a(ongst
the +i)st to )eei#e an 9in p)inip.e9 app)o#a. +)o( the Rese)#e Bank o+ India 7RBI8 to set
$p a %ank in the p)i#ate seto), as pa)t o+ the RBI9s .i%e)a.i:ation o+ the Indian Banking
Ind$st)& in 1;;
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BUSINESS FOCUS
HDFC Bank9s (ission is to %e a 3o).d-C.ass Indian Bank The o%eti#e is to
%$i.d so$nd $sto(e) +)anhises a)oss distint %$sinesses so as to %e the p)e+e))ed
p)o#ide) o+ %anking se)#ies +o) ta)get )etai. and who.esa.e $sto(e) seg(ents, and to
ahie#e hea.th& g)owth in p)o+ita%i.it&, onsistent with the %ank9s )isk appetite The %ank
is o((itted to (aintain the highest .e#e. o+ ethia. standa)ds, p)o+essiona. integ)it&,
and o)po)ate go#e)nane and )eg$.ato)& o(p.iane HDFC Bank9s %$siness phi.osoph&
is %ased on +o$) o)e #a.$es @ Ope)ationa. E/e..ene, C$sto(e) Fo$s, P)od$t
6eade)ship and Peop.e
CAPITAL STRUCTURE
The a$tho)i:ed apita. o+ HDFC Bank is Rs>> )o)e 7Rs>> %i..ion8 The paid-
$p apita. is Rs
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India, sha)eho.de)s o+ Ti(es Bank )eei#ed 1 sha)e o+ HDFC Bank +o) e#e)& >?> sha)es
o+ Ti(es Bank The a5$isition added signi+iant #a.$e to HDFC Bank in te)(s o+
in)eased %)anh netwo)k, e/panded geog)aphi )eah, enhaned $sto(e) %ase, ski..ed
(anpowe) and the oppo)t$nit& to )oss-se.. and .e#e)age a.te)nati#e de.i#e)& hanne.s
DISTRIBUTION NETORK
HDFC Bank is head5$a)te)ed in '$(%ai The Bank at p)esent has an en#ia%.e
netwo)k o+ o#e) 100; %)anhes sp)ead o#e) &ea)s and %e+o)e oining HDFC Bank in 1;;< was heading Citi%ank9s ope)ations
in 'a.a&sia
The Bank9s Boa)d o+ Di)eto)s is o(posed o+ e(inent indi#id$a.s with a
wea.th o+ e/pe)iene in p$%.i po.i&, ad(inist)ation, ind$st)& and o((e)ia. %anking
"enio) e/e$ti#es )ep)esenting HDFC a)e a.so on the Boa)d "enio) %anking
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p)o+essiona.s with s$%stantia. e/pe)iene in India and a%)oad head #a)io$s %$sinesses
and +$ntions and )epo)t to the 'anaging Di)eto) i#en the p)o+essiona. e/pe)tise o+
the (anage(ent tea( and the o#e)a.. +o$s on )e)$iting and )etaining the %est ta.ent in
the ind$st)&, the %ank %e.ie#es that its peop.e a)e a signi+iant o(petiti#e st)ength
TECHNOLOGY
HDFC Bank ope)ates in a high.& a$to(ated en#i)on(ent in te)(s o+
in+o)(ation tehno.og& and
o(($niation s&ste(s A.. the %ank9s %)anhes ha#e on.ine onneti#it&, whih
ena%.es the %ank to o++e) speed& +$nds t)ans+e) +ai.ities to its $sto(e)s '$.ti-%)anh
aess is a.so p)o#ided to )etai. $sto(e)s th)o$gh the %)anh netwo)k and A-+*#+/%
T/00/! M#(/' ATM'.
The Bank has (ade s$%stantia. e++o)ts and in#est(ents in a5$i)ing the %est tehno.og&
a#ai.a%.e inte)nationa..&, to %$i.d the in+)ast)$t$)e +o) a wo).d .ass %ank The Bank9s
%$siness is s$ppo)ted %& sa.a%.e and )o%$st s&ste(s whih ens$)e that o$) .ients
a.wa&s get the +inest se)#ies we o++e) The Bank has p)io)iti:ed its engage(ent in
tehno.og& and the inte)net as one o+ its ke& goa.s and has a.)ead& (ade signi+iant
p)og)ess in we%-ena%.ing its o)e %$sinesses In eah o+ its %$sinesses, the Bank has
s$eeded in .e#e)aging its (a)ket position, e/pe)tise and tehno.og& to )eate a
o(petiti#e ad#antage and %$i.d (a)ket sha)e
BUSINESS FOCUS
HDFC Bank9s (ission is to %e a 3o).d-C.ass Indian Bank The o%eti#e is to
%$i.d so$nd $sto(e) +)anhises a)oss distint %$sinesses so as to %e the p)e+e))ed
p)o#ide) o+ %anking se)#ies +o) ta)get )etai. and who.esa.e $sto(e) seg(ents, and to
ahie#e hea.th& g)owth in p)o+ita%i.it&, onsistent with the %ank9s )isk appetite The %ank
is o((itted to (aintain the highest .e#e. o+ ethia. standa)ds, p)o+essiona. integ)it&,
and o)po)ate go#e)nane and )eg$.ato)& o(p.iane HDFC Bank9s %$siness phi.osoph&
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is %ased on +o$) o)e #a.$es @ Ope)ationa. E/e..ene, C$sto(e) Fo$s, P)od$t
6eade)ship and Peop.e
RATING
I C)edit Rating
The Bank has its deposit p)og)a(s )ated %& two )ating agenies - C)edit Ana.&sis
Resea)h 6i(ited 7CARE8 and Fith Ratings India P)i#ate 6i(ited The Bank9s Fi/ed
Deposit p)og)a((ed has %een )ated 9CARE AAA 7FD89 JT)ip.e AK %& CARE, whih
)ep)esents inst)$(ents onside)ed to %e Lo+ the %est 5$a.it&, a))&ing neg.igi%.e
in#est(ent )iskL CARE has a.so )ated the %ank9s Ce)ti+iate o+ Deposit 7CD8
p)og)a((e) LPR 1ML whih )ep)esents Ls$pe)io) apait& +o) )epa&(ent
o+ sho)t te)( p)o(isso)& o%.igationsL Fith Ratings India P#t 6td 71 s$%sidia)& o+
Fith In8 has assigned the LtAAA 7ind8L )ating to the Bank9s deposit p)og)a((e, with
the o$t.ook on the )ating as Lsta%.eL This )ating indiates Lhighest )edit 5$a.it&L whe)e
Lp)otetion +ato)s a)e #e)& highL The Bank a.so has its .ong te)( $nse$)ed,
s$%o)dinated 7Tie) II8 Bonds )ated %& CARE and Fith Ratings India P)i#ate 6i(ited and
its Tie) I pe)pet$a. Bonds and Uppe) Tie) II Bonds )ated %& CARE and CRI"I6 6td
CARE has assigned the )ating o+ LCARE AAAL +o) the s$%o)dinated Tie) II Bonds whi.e
Fith Ratings India P#t 6td has assigned the )ating LAAA 7ind8L with the o$t.ook on the
)ating as Lsta%.eL CARE has a.so assigned LCARE AAA JT)ip.e AKL +o) the Banks
Pe)pet$a. %ond and Uppe) Tie) II %ond iss$es CRI"I6 has assigned the )ating LAAA G
"ta%.eL +o) the Bank9s Pe)pet$a. De%t p)og)a((e and Uppe) Tie) II Bond iss$e In eah
o+ the ases )e+e))ed to a%o#e, the )atings awa)ded we)e the highest assigned %& the
)ating agen& +o) those inst)$(ents
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II Co)po)ate o#e)nane Rating
The %ank was one o+ the +i)st +o$) o(panies, whih s$%eted itse.+ to a Co)po)ate
o#e)nane and a.$e C)eation 7C8 )ating %& the )ating agen&, The C)edit Rating
In+o)(ation "e)#ies o+ India 6i(ited 7CRI"I68 The )ating p)o#ides an independent
assess(ent o+ an entit&9s $))ent pe)+o)(ane and an e/petation on its L%a.aned #a.$e
)eation and o)po)ate go#e)nane p)atiesL in +$t$)e The %ank has %een assigned a9CRI"I6 C 6e#e. 19 )ating whih indiates that the %ank9s apa%i.it& with )espet to
wea.th )eation +o) a.. its stakeho.de)s whi.e adopting
a so$nd o)po)ate go#e)nane p)atie is the highest
2.2 PRODUCT SCOPE:
HDFC Bank o++e)s a %$nh o+ p)od$ts and se)#ies to (eet the e#e)& need o+
the peop.e The o(pan& a)es +o) %oth, indi#id$a.s as we.. as o)po)ate and s(a.. and
(edi$( ente)p)ises Fo) indi#id$a.s, the o(pan& has a )ange ao$nts, in#est(ent, and
pension she(e, di++e)ent t&pes o+ .oans and a)ds that assist the $sto(e)s The
$sto(e)s an hoose the s$ita%.e one +)o( a )ange o+ p)od$ts whih wi.. s$it thei) .i+e-
stage and needs Fo) o)gani:ations the o(pan& has a host o+ $sto(i:ed so.$tions that
)ange +)o( F$nded se)#ies, Non-+$nded se)#ies, a.$e addition se)#ies, '$t$a. +$nd
et These
a++o)da%.e p.ans apa)t +)o( p)o#iding .ong te)( #a.$e to the e(p.o&ees he.p in
enhaning goodwi.. o+ the o(pan& The p)od$ts o+ the o(pan& a)e atego)i:ed into
#a)io$s setions whih a)e as +o..ows
Ao$nts and deposits
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6oans
In#est(ents and Ins$)ane
Fo)e/ and pa&(ent se)#ies
Ca)ds
C$sto(e) ente)
2.3 PRODUCTS AND SERVICES AT A GLANCE
1. PERSONAL BANKING
A. A*-+' & D/)*'+'
- Reg$.a) "a#ings Ao$nt
- "a#ings P.$s Ao$nt
- "a#ings'a/ Ao$nt
- "enio) Citi:ens Ao$nt
- No F)i..s Ao$nt- Instit$tiona. "a#ings Ao$nt
- Pa&)o.. "a.a)& Ao$nt
- C.assi "a.a)& Ao$nt
- Reg$.a) "a.a)& Ao$nt
- P)e(i$( "a.a)& Ao$nt
- De+ense "a.a)& Ao$nt
- id9s Ad#antage Ao$nt
- Pension "a#ing Bank Ao$nt
- Fa(i.& "a#ings Ao$nt
- isan No F)i..s "a#ings Ao$nt
- isan C.$% "a#ings Ao$nt
- P.$s C$))ent Ao$nt
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- T)ade C$))ent Ao$nt
- P)e(i$( C$))ent Ao$nt
- Reg$.a) C$))ent Ao$nt
- Ape/ C$))ent Ao$nt
- 'a/ C$))ent Ao$nt
- Rei(%$)se(ent C$))ent Ao$nt
- RFC - Do(esti Ao$nt
- Reg$.a) Fi/ed Deposit
- "$pe) "a#e) Ao$nt
- "weep-in Ao$nt
- HDFC Bank P)e+e))ed- P)i#ate Banking
B. L*#'
- Pe)sona. 6oans
- Ho(e 6oans
- Two 3hee.e) 6oans
- New Ca) 6oans
- Used Ca) 6oans
- O#e)d)a+t against Ca)
- E/p)ess 6oans
- 6oan against "e$)ities
- 6oan against P)ope)t&
- Co((e)ia. ehi.e Finane
- 3o)king Capita. Finane
- Const)$tion E5$ip(ent Finane
- O++e)s Dea.s
- C$sto(e) Cente)
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C. I5/'+/+' & I'-!#/
- '$t$a. F$nds
- Ins$)ane
- Bonds
- Finania. P.anning- now.edge Cent)e
- E5$ities De)i#ati#es
- '$d)a o.d Ba)
D. F*!/6 S/!5/'
- T)ade Finane- T)a#e.e)s2 Che5$es
- Fo)eign C$))en& Cash
- Fo)eign C$))en& D)a+ts
- Fo)eign C$))en& Che5$e Deposits
- Fo)eign C$))en& Re(ittanes
- Cash to 'aste)
- Fo)e/P.$s Ca)d
E. P#,/+ S/!5/'
- Net "a+e
- P)epaid Re+i..
- Bi.. Pa&
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- Di)et Pa&
- isa 'one& T)ans+e)
- E-'onies E.et)oni F$nds T)ans+e)
- E/ise "e)#ie Ta/ Pa&(ent
F. A/'' Y*-! B#7
- One iew
- Insta A.e)ts
- 'o%i.e Banking
- AT'- Phone Banking
- B)anh Netwo)k
G. C#!%'
- "i.#e) C)edit Ca)d
- o.d C)edit Ca)d- 3o(an9s o.d C)edit Ca)d
- P.atin$( p.$s C)edit Ca)d
- Titani$( C)edit Ca)d
- a.$e p.$s C)edit Ca)d
- Hea.th p.$s C)edit Ca)d
- HDFC Bank Idea "i.#e) Ca)d
- HDFC Bank Idea o.d Ca)d
- Co(pa)e Ca)ds
- T)ans+e) "a+e
- T)ak &o$) C)edit Ca)d
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H. G/+ M*!/ 8!* Y*-! C#!%
- O++e)s "a#ings
- '& Rewa)ds
- Insta 3onde)s
- Add-On Ca)ds- C)edit Ca)d Usage $ide
- Eas& E'I
- Net sa+e
- "(a)t Pa&
- "e$)e P.$s
- '& Cit& Bene+it Ca)d
- De%it Ca)ds
- Eas& "hop Inte)nationa. De%it Ca)d
- Eas& "hop o.d De%it Ca)d
- Eas& "hop Inte)nationa. B$siness De%it Ca)d
- Eas& "hop 3o(an2s Ad#antage De%it Ca)d
- P)epaid Ca)ds
- Fo)e/ P.$s Ca)d
- isan Ca)d
I. C-'+*/! C/+!/
- O++e)s Dea.s
- 3inne)s o+ Contests P)o(otions
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2. HOLESALE BANKING
A. C*!)*!#+/
F$nded "e)#ies
Non F$nded "e)#ies
a.$e Added "e)#ies
Inte)net Banking
B. S#00 & M/%- E+/!)!'/'
F$nded "e)#ies
Non-F$nded "e)#ies
"peia.i:ed "e)#ies
Inte)net Banking
C. F##0 I'++-+*' & T!-'+'
Banks
Finania. Instit$tions
'$t$a. F$nds
"tok B)oke)s
1>
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2.3. MILESTONES IN THE HISTORY
HDFC Bank %egan its ope)ations in 1;;> with a si(p.e (ission to %e a
L3o).d-.ass Indian BankL The& )ea.i:ed that on.& a sing.e-(inded +o$s on p)od$t
5$a.it& and se)#ie e/e..ene wo$.d he.p $s get the)e Toda&, the& a)e p)o$d to sa& that
the& a)e we.. on o$) wa& towa)ds that
goa. It is e/t)e(e.& g)ati+&ing that thei) e++o)ts towa)ds p)o#iding $sto(e) on#eniene
ha#e %een app)eiated %oth nationa..& and inte)nationa..&
299
E$)o (one& Awa)ds 0;9Best Bank in India9
Eono(i Ti(es B)and E5$it& Nie.sen Resea)h ann$a. s$)#e&0;
'ost T)$sted B)and - R$nne) Up
Asia 'one& 0; Awa)ds Best Do(esti Bank in India9
IBA Banking Tehno.og& Awa)ds0;
Best IT o#e)nane Awa)d - R$nne) $p9
.o%a. Finane Awa)d 9Best T)ade Finane Bank in India +o) 0;
IDRBT Banking Tehno.og&E/e..ene Awa)d 0
;B/'+ IT G*5/!#/ #% V#0-/ D/05/!,;
1
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Asian Banke) E/e..ene in Retai.Finania. "e)#ies
;A'# B#7/! B/'+ R/+#0 B#7 I%#
A
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The Bo(%a& "tok E/hange andNasso( Fo$ndation9s B$siness +o)"oia. Responsi%i.it& Awa)ds
;B/'+ C*!)*!#+/ S*#0 R/')*'>0+,
P!#+/; A
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-0>B$siness Toda& P' "$)#e& Best 6oa. Cash
'anage(ent Bank inIndia U"11-1( - 0>
B$siness Toda& P' "$)#e& LBest Bank in IndiaL+o) the thi)d
B$siness Toda& onse$ti#e &ea) in 0>Eono(i Ti(es A#a&a .o%a. ConnetC$sto(e) Responsi#eness Awa)ds L'ost C$sto(e) Responsi#e
Co(pan&2.4. MERGER
HDFC Bank and Cent$)ion Bank o+ P$na% (e)ge) at sha)e swap )atio o+ 10;The Boa)ds o+ HDFC Bank and Cent$)ion Bank o+ P$na% (et on 0> Fe%)$a)&, 0
and
app)o#ed, s$%et to d$e di.igene, the sha)e swap )atio +o) the p)oposed (e)ge) o+
Cent$)ion Bank o+ P$na% with HDFC Bank The "he(e o+ A(a.ga(ation en#isages a
sha)e e/hange )atio o+ one sha)e o+ HDFC Bank +o) twent& nine sha)es o+ Cent$)ion
Bank o+ P$na% The o(%ined entit& wo$.d ha#e a nationwide netwo)k o+ 1,1%i..ion The %a.ane sheet si:e o+ the
o(%ined entit& wo$.d %e o#e) Rs 1,> %i..ion Co((enting on the p)oposed (e)ge),
M!. D//)#7 P#!/7( C(#!# HDFC said, !3e we)e a(ongst the +i)st to get a
%anking .iense, the +i)st to do a (e)ge) in the p)i#ate seto) with Ti(es Bank in 1;;;,
and now i+ this dea. happens, it wo$.d %e the .a)gest (e)ge) in the p)i#ate seto) %anking
spae in India HDFC Bank was .ooking +o) an app)op)iate (e)ge) oppo)t$nit& that
wo$.d add sa.e, geog)aph& and e/pe)iened sta++ to its +)anhise This oppo)t$nit& a)ose
and we tho$ght it is an att)ati#e )o$te to s$pp.e(ent HDFC Bank2s o)gani g)owth 3e
%e.ie#e that Cent$)ion Bank o+ P$na% wo$.d %e the )ight +it in te)(s o+ $.t$)e, st)ategi
intent and app)oah to %$siness*
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M!. A%+,# P-! M##$$ D!/+*! HDFCBank said, !These a)e e/iting ti(es +o)
the Indian %anking ind$st)& The p)oposed (e)ge) wi.. position the o(%ined entit& to
signi+iant.& e/p.oit oppo)t$nities in a (a)ket g.o%a..& )eogni:ed as one o+ the +astest
g)owing I2( pa)ti$.a).& %$..ish a%o$t the potentia. o+ %$siness s&ne)gies and $.t$)a. +it
%etween the two o)gani:ations The o(%ined entit& wi.. %e an e#en g)eate) +o)e in the
(a)ket*
M!. R## T#0 stated, !O#e) the .ast +ew
&ea)s, Cent$)ion Bank o+ P$na% has set %enh(a)ks +o) g)owth The %ank toda& has a
.a)ge nationwide netwo)k, an e/t)e(e.& #a.$a%.e +)anhise, ?,> ta.ented e(p.o&ees,
and st)ong .eade)ship positions in the (a)ket p.ae I %e.ie#e that the (e)ge) with HDFCBank wi.. )eate a wo).d .ass %ank in 5$a.it& and sa.e and wi.. set the stage to o(pete
with %anks %oth .oa..& as we.. on a g.o%a. .e#e.*
M!. S(#0/%!# B(#%#! M##$$ D!/+*! #% CEO C/+-!* B#7 *8 P-#>
said, !3e a)e e/t)e(e.& p.eased to )eei#e the go ahead +)o( o$) %oa)d to p$)s$e this
oppo)t$nit& A (e)ge) %etween the %anks p)o#ides signi+iant s&ne)gies to the o(%ined
entit& The p)oposed
(e)ge) wo$.d +$)the) i(p)o#e the +)anhise and $sto(e) p)oposition o++e)ed %& the
indi#id$a. %anks*
2.? UALITY POLICY
SECURITY: The %ank p)o#ides .ong te)( +inania. se$)it& to thei) po.i& The %ank
does this %& o++e)ing .i+e ins$)ane and pension p)od$ts
TRUST: The %ank app)eiates the t)$st p.aed %& thei) po.i& ho.de)s in the %ank
Hene, it wi.. ai( to (anage thei) in#est(ents #e)& a)e+$..& and .i#e $p to this t)$st
INNOVATION:Reogni:ing the di++e)ent needs o+ o$) $sto(e)s, the %ank o++e)s a
)ange inno#ati#e p)od$ts to (eet these needs
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INTEGRITY
CUSTOMER CENTRIC
PEOPLE CARE ONE FOR ALL AND ALL FOR ONE
TEAM ORK
"OY AND SIMPLICITY
CHAPTER-0
REIE3 OF 6ITERATURE
01
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U))#0 & C(#*-+ />#7$ '/!5/' !high.ighted
a%o$t the $sto(e) pe)eptions a%o$t e-%anking se)#ies in IndiaThe )esea)h
(ethodo.og& in.$ded s$)#e& o+ 10 )espondents in 6$dhiana and )espondents
in.$ded p$%.i , p)i#ate and +o)eign %ank seto) The p)esent st$d& in#estigated the
$sto(e) pe)eptions )ega)ding the neessit& o+ e-%anking se)#ies , %ank +)a$ds , +$t$)e
o+ e-%anking , p)e+e)enes o+ %anking $sto(e)s )ega)ding %anks , o(pa)ati#e st$d& o+
%anking se)#ies in #a)io$s g)o$ps o+ %anks, p)e+e)enes )ega)ding the $se o+ e-hanne.s
and the p)o%.e(s +aed %& e-%anking $sto(e)s The st$d& depited that $sto(e)s o+
a.. %ank g)o$ps a)e inte)ested in e-%anking se)#ies %$t at the sa(e the& +ae p)o%.e(s
.ike inade5$ate know.edge , poo) know.edge , .ak o+ in+)ast)$t$)e and di++i$.t& the&
+ae in opening an ao$nt The pape) th$s +)a(ed s$ita%.e st)ategies .ike $sto(e)
ed$ation, se(ina)s, p)ope) (eetings , p)ope) insta..ation o+ AT' (ahines ,p)ope)
netwo)king and in+)ast)$t$)e +ai.ities et
E0S(/!> /+ #0. 299@in#estigated th)o$gh his st$d& on,*B#7 -'+*/! B/(#5*!
)/!')/+5/' +*
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pop$.ation o+ )esea)h inte)est The )es$.ts showed the pe)ei#ed i(po)tane o+ inte)net
%anking se)#ies %& $sto(e)s, $))ent and potentia. $se o+ IB se)#ies in $wait and
p)o%.e(s pe)ei#ed %& %ank $sto(e)s in $sing IB The )esea)h pape) (ain h&pothesis
tested that top +i#e se)#ies that we)e onside)ed )e.ati#e i(po)tant in $wait %anks
we)e LRe#iew ao$nt %a.aneL, LO%tain detai.ed t)ansations histo)ies, LOpen
ao$ntsL, Pa& %i..sL and T)ans+e) +$nds %etween own ao$nts
A7 /+ #0. 2994st$died on ,*A%*)+* *8 +/!/+ >#7$ #*$ '*)('+#+/%
*'-/! '/$/+' # #%5#/% %/5/0*)$ *-+!, and de#e.oped an
$nde)standing o+ ons$(e)s9 attit$des and adoption o+ Inte)net %anking a(ongsophistiated ons$(e)s The )esea)h (ethodo.og& $ti.i:ed )ando( sa(p.e o+
aade(iians, de(og)aphi, attit$dina., and %eha#io)a. ha)ate)istis o+ Inte)net
%anking 7IB8 $se)s and non-$se)s +o) in#estigation The ana.&ises )e#ea.ed signi+iant
di++e)enes %etween the de(og)aphi p)o+i.es and attit$des o+ $se)s and non-$se)s IB
$se)s we)e +$)the) in#estigated, and th)ee s$%-seg(ents we)e de+ined ao)ding to a set
o+ %ank se.etion )ite)ia Fina..&, %ased on the si(i.a)ities %etween #a)io$s 3e%-%ased
%ank se)#ies, +o$) ho(ogeneo$s atego)ies o+ se)#ies we)e de+ined.
G/!!#!% #% C-$(# 2993ond$ted a st$d& on T(/ %88-'* *8 I+/!/+
>#7$ #*$ S$#)*!/ *'-/!', to $nde)stand wh& $se)s a)e (o)e aepting o+
inte)net %anking se)#ies, whih in t$)n sho$.d he.p %ank (anage)s i(p.e(ent the se.+-
se)#ie tehno.og& that osts (i..ions o+ do..a)s The st$d& in.$ded E/p.o)ato)&
inte)#iews +o) o..etion o+ data +)o( the )espondents and the st$d& identi+ied eight
ha)ate)istis that in+.$ened the )ate o+ adoption The )es$.ts showed that adopte)s o+
Inte)net %anking pe)ei#e the se)#ie to %e (o)e on#enient, .ess o(p.e/, (o)e
o(pati%.e to the( and (o)e s$ited to those who a)e PC p)o+iient Adopte)s we)e a.so
+o$nd to %e (o)e +inania..& inno#ati#e F$)the) st$d& de(onst)ated a%o$t the
pe)eptions that adopte)s had a%o$t soia. desi)a%i.it&, on+identia.it&, aessi%i.it& and
04
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eono(i %ene+its whih we)e #iewed no di++e)ent.& when adopte)s we)e o(pa)ed with
non-adopte)s
A
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B#-/! M#07/ #% F#07 299st$d& )e#ea.ed that the 5$a.it& o+ e-%anking po)ta.s
has a signi+iant i(pat on the ons$(e)s 5$a.it& pe)eption in the inte)net p)o#iding
%anks whih se)#es a p)o(ising sta)t +o) the %est esta%.ish(ent o+ an e++eti#e 5$a.it&
(anage(ent The e(pi)ia. (ode. st$d& #a.idated a (eas$)e(ent (ode. +o) we% @
5$.ait& (ode. %ased on se$)it& , t)$st , %asi se)#ie 5$a.it& , #a.$e , t)$st ,
)esponsi#eness , %$&ing se)#ie 5$a.it& to ahie#e the %est $sto(e) satis+ation
M#0(*+!# P**# #% S$( 2919 st$d& e/a(ined #a)io$s +ato)s a++eting the
%anking se)#ies in India The p$)pose o+ the st$d& was to he.p in +i..ing the gap in
know.edge a%o$t Banking 6andsape in India The st$d& $ti.i:ed sa(p.e o+ 0 %anks o+India $sing the tehni5$e o+ '$.tip.e Reg)ession to e/p.o)e the dete)(inants The st$d&
)e#e.ed that %anke)s as we.. as soiet& pe)ei#e that %anking se)#ies .ag in te)(s o+
p)o#iding di++e)ent p)od$ts and se)#ies
G# /+ #0. 299 ond$ted a )esea)h to e/a(ine ons$(e)s9 hoies %etween
e.et)oni %anking and non-e.et)oni %anking in New ea.and The deision to $se
e.et)oni %anking was h&pothesi:ed as +$ntion o+ se)#ie 5$a.it& di(ensions,
pe)ei#ed )isk +ato)s, $se) inp$t +ato)s, p)ie +ato)s, se)#ie p)od$t ha)ate)istis,
indi#id$a. +ato)s and de(og)aphi #a)ia%.es s$h as age, gende), (a)ita. stat$s, ino(e,
et The +indings in the pape) showed that the o$tp$t +)o( the .ogisti )eg)ession
indiated that the se)#ie 5$a.it&, pe)ei#ed )isk +ato)s, $se) inp$t +ato)s, e(p.o&(ent,
and ed$ation a)e the do(inant #a)ia%.es that in+.$ene ons$(e)s9 hoie o+ e.et)oni
%anking and non-e.et)oni %anking hanne.s.
B,/!' #% L/%/!/! 2991on.$ded that it was hanging ons$(e) attit$des )athe)
than %ank ost st)$t$)es that dete)(ines the hanges in dist)i%$tion hanne.sS the&
added that #i)t$a. %anks an on.& %e p)o+ita%.e when the seg(ent that p)e+e)s e.et)oni
(edia is app)o/i(ate.& twie the si:e o+ the seg(ent p)e+e))ing st)eet %anks
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(+/ #% N+/0 2994ond$ted a st$d& that +o$sed on wh& the in)ease in Inte)net
$se)s in the U had not %een pa)a..e.ed %& in)eases in Inte)net $sage +o) %anking
p$)poses Thei) )es$.ts showed that $sto(e)s sti.. ha#e one)ns with the se$)it& and
the sa+et& aspets o+ the Inte)net.
N#, /+ #0. 2991st$d& +o$nd that $sto(e)s2 o(p.ain a%o$t o(p$te) .ogon ti(es
whih a)e $s$a..& .onge) than (aking a te.ephone a.. In addition, )espondents +e.t that
the& ha#e to hek and )ehek the +o)(s +i..ed in on.ine, as the& a)e wo))ied a%o$t
(aking (istakes
B*
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RESEARCH DESIGN:
Resea)h was initiated %& e/a(ining the seonda)& data to gain insight into the
p)o%.e( B& ana.&:ing the seonda)& data, the st$d& ai( is to e/p.o)e the sho)t o(ings
o+ the p)esent s&ste( and p)i(a)& data wi.. he.p to #a.idate the ana.&sis o+ seonda)&
data %esides on $n)e#ea.ing the a)eas whih a..s +o) i(p)o#e(ent "a.es E/e$ti#es
we)e with good %akg)o$nd h$(an %eing and th)o$gh )igo)o$s p)oess o+ )e)$it(ent
%$t sti.. not a%.e to pe)+o)( $p to the e/petation .e#e. o+ o(pan&, HR is not a%.e to
so)t o$t the p)o%.e( wh& the pe)+o)(ane is not o(ing e#en a+te) gi#ing the +$..
(a)keting s$ppo)t The o(($niation tehni5$e and dea.ing with the $sto(e)s is a.so
a p)o%.e( to the sa.es e/e$ti#es
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SCOPE OF THE STUDY
The st$d& is ond$ted in HDFC %anks at ")inaga) the p)esent sope o+ the
st$d& is .i(ited to the HDFC %anks at ")inaga) on.& %$t the +$t$)e sope o+
the st$d& an %e e/panded to the othe) )egion o+ ash(i) o) othe) state
a.so Othe) %anks an a.so %e in.$ded +o) +$)the) )esea)h A o(pa)ison
%etween othe) %anks in di++e)ent )egions an a.so %e st$died
0;
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4.2.2 COLLECTION OF DATA:
1 "eonda)& Data It was o..eted +)o( inte)na. so$)es
The seonda)& data was o..eted on
the %asis o+ o)gani:ationa. +i.e, o++iia. )eo)ds, news pape)s, (aga:ines, (anage(ent
%ooks p)ese)#ed in+o)(ation in the o(pan&2s data%ase and we%site o+ the o(pan&
0 P)i(a)& data A.. the peop.e +)o( di++e)ent p)o+ession we)e pe)sona..& #isited and
inte)#iewed The& we)e the (ain so$)e o+ P)i(a)& data The (ethod o+ o..etion o+
p)i(a)& data was di)et pe)sona. inte)#iew th)o$gh a st)$t$)ed 5$estionnai)e
4
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4.3 SAMPLING PLAN:
"ine it is not possi%.e to st$d& who.e $ni#e)se, it %eo(es neessa)& to take sa(p.e
+)o( the $ni#e)se to know a%o$t its ha)ate)istis
"a(p.ing Units Di++e)ent p)o+essiona.s Cha)te)ed Ao$ntants, Ta/
Cons$.tants, 6aw&e)s, B$siness 'an
"a(p.e Tehni5$e Rando( "a(p.ing
Resea)h Inst)$(ent "t)$t$)ed Q$estionnai)e
Contat 'ethod Pe)sona. Inte)#iew
41
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4.4 SAMPLE SIE:
'& sa(p.e si:e +o) this p)oet was 0 )espondents "ine it was not possi%.e to o#e)
the who.e $ni#e)se in the a#ai.a%.e ti(e pe)iod, it was neessa)& +o) (e to take a sa(p.esi:e o+ 0 )espondents
40
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4.? DATA COLLECTION :
The (ode o+ o..etion o+ data wi.. %e %ased on "$)#e& 'ethod and Fie.d Ati#it&
P)i(a)& data o..etion wi.. %ase on pe)sona. inte)#iew I ha#e p)epa)ed the
5$estionnai)e ao)ding to the neessit& o+ the data to %e o..eted
44
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4. RESEARCH LIMITATIONS:
It was not possi%.e to $nde)stand tho)o$gh.& a%o$t the di++e)ent (a)keting aspets o+
the Finania. Cons$.tant 3ithin 4 da&s
As stipend, (one& was not gi#en it was di++i$.t to ontin$e the p)oet wo)k
A.. the wo)k was .i(ited in so(e .i(ited a)eas o+ ")inaga) so the +indings sho$.d not
%e gene)a.i:ed
The a)ea o+ )esea)h was Pa.i and it was too #ast an a)ea to o#e) within 4 da&s
4
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LIMITATIONS
E#e)& wo)k has its own .i(itation 6i(itations a)e e/tent to whih the p)oess
sho$.d not e/eed 6i(itations o+ this p)oet a)e-
The p)oet was onst)ained %& ti(e .i(it o+ two (onths
'indset o+ peop.e (a& #e)& depending $pon thei) age, gende), ino(e et
etting appoint(ent +)o( the one)n pe)son was #e)& di++i$.t
Peop.e (ind set a%o$t the s$)#e& was an o%sta.e in a5$i)ing o(p.ete
in+o)(ation positi#e inte)ation
4>
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Respondents we)e #e)& %$s& in thei) shed$.e "o it was #e)& ti(e ons$(ing
+o) the( to answe) a.. the 5$estions p)ope).&
CHAPTER-/! *8
R/')*%/+'
P/!/+#$/
1 'a))ied 1
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140
60
0
20
40
60
80
100
120
140
Married Unmarried
Married
Unmarried
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
? )espondents a)e (a))ied
4 )espondents a)e $n(a))ied
.3.3hat is &o$) Ed$ationa. Q$a.i+iation
TAB6E-4
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
1 Unde) g)ad$ate > 0>
0 )ad$ate
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4 Post )ad$ate ? 4>
T*+#0 0 1
Base 0 )espondents
0
10
20
30
40
50
60
70
80
1st 2nd 3rd
Under graduate
Graduate
ost Graduate
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
0> )espondents a)e Unde) g)ad$ate
)espondents a)e Post g)ad$ate
.4.N$(%e) o+ &ea)2s A)e o$ in ")inaga)
TAB6E-/! *8
R/')*%/+'
P/!/+#$/
1 6ess than +i#e &ea)s ? 4;
0 'o)e than +i#e &ea)s 100 1
T*+#0 0 1
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Base 0 )espondents
0
20
40
60
80
100
120
140
1st 2nd
!ess t"an #ive
$ears
More t"an #ive
$ears
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
4; )espondents a)e in Pa.i +o) .ess than +i#e &ea)s
1 )espondents a)e in Pa.i +o) (o)e than +i#e &ea)s
.?.o$) O$pation
TAB6E->
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
1 B$siness
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Base 0 )espondents
0
20
40
60
80
100
120
%usiness
ro#ession
ervi'e
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
0 )espondents O$pation is B$siness
0 )espondents O$pation is P)o+ession
>
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T*+#0 0 1
Base 0 )espondents
0
20
40
60
80
100
1st (tr 2nd (tr 3rd (tr 4t" (tr
!ess t"an 2 )a's
%et*een 2 to 5 )a's
%et*een 5 to 8 )a'
More t"an 8 )a's
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
.as
1> )espondent2s ann$a. ho$seho.d ino(e is %etween > to .as
> )espondent2s ann$a. ho$seho.d ino(e is (o)e than .as
.@.A)e &o$ a (e(%e) o+ a .$%Gg&(khana
TAB6E-?
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
1 es <
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TOTAL 0 1
Base 0 )espondents
0
20
40
60
80
100
120
Y+& ,-
Y+&
,-
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
)espondents a)e not (e(%e) o+ a .$%Gg&(khana
.=.3hat is &o$) pe)eption a%o$t di++e)ent
p)od$tsGse)#ies p)o#ided %& HDFC %ank
TAB6E-
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
1 6$)ati#e > 0>
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0 Non6$)ati#e 10
4 No Idea 4 1> T*+#0 299 199
Base 0 )espondents
0
20
40
60
80
100
120
!u'rative
,on-
!u'rative
,o
.dea
!u'rative
,on-!u'rative
,o .dea
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
0> )espondent2s pe)eption a%o$t di++e)ent p)od$ts is .$)ati#e
)espondent2s pe)eption a%o$t di++e)ent p)od$ts is not.$)ati#e
1> )espondent2s ha#e no idea
..Do &o$ want to open an ao$nt with HDFC %ank
TAB6E-;
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
1 es 1 >
0 No 1
4 3i.. te.. .ate) 4 1>
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TOTAL 299 199
Base 0 )espondents
0
20
40
60
80
100
120
140
160
Yes ,o /i)) te)))ater
Yes
,o
/i)) te)) )ater
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
)espondents a)e not inte)ested to open an ao$nt with the
%ank
> )espondents a)e inte)ested to open an ao$nt with the %ank
1> o+ the )espondents sa& that the& wi.. te.. .ate)
.19.Do &o$ ha#e a.. the do$(ents whih a)e )e5$i)ed to open anao$nt
TAB6E-1
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
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1 es 10
0 No )espondents do not ha#e a.. the do$(ents whih a)e )e5$i)ed
to open an ao$nt with the %ank
.11.A)e &o$ awa)e that the %ank p)o#ides &o$ a +)ee De(at ao$nt i+
&o$ open a new sa#ings ao$nt with HDFC %ank
TAB6E-11
S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
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1 es 00
0 No 1?>
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TOTAL 299 199
Base 0 )espondents
0
20
40
60
80
100
120
140
160
180
Yes ,o
Yes
,o
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
10 )espondents a)e +a(i.ia) with di++e)ent te)(s and onditions
whih a)e #e)& ($h essentia. to (aintain ao$nt with the %ank
)espondents ha#e no idea a%o$t it
.13.Do &o$ know a%o$t HDFC Bank2s )e)$it(ent po.iies )e.ated tosa.es e/e$ti#es
TAB6E-14
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S/!#0
N*.
C#+/$*!, N->/! *8
R/')*%/+'
P/!/+#$/
1 es 0 ; TOTAL 299 199
Base 0 )espondents
0
20
40
60
80
100
120
Yes ,o
Yes
,o
I+/!)!/+#+*
F)o( the ta%.e and g)aph a%o#e it an %e seen that
; )espondents a)e not known a%o$t HDFC Bank2s )e)$it(ent
po.iies )e.ated to sa.es e/e$ti#es
>
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CHAPTER->
CONC6U"ION" AND
RECO''ENDATION
CONCLUSIONS:
HDFC Bank, the %anking a)( o+ HDFC is e/peted to go on st)ea( The
%ank a.)ead& has good n$(%e) o+ e(p.o&ees on %oa)d and is )e)$iting "a.es E/e$ti#es
>1
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hea#i.& to take the heado$nt to (an& (o)e It is on the %)i( o+ in)easing its $sto(e)s
th)o$gh its att)ati#e she(es and o++e)
The p)oet oppo)t$nities p)o#ided was (a)ket seg(entation and
identi+&ing p)ospeti#e $sto(e)s in potentia. geog)aphia. .oation and on#ining
the( to open an ao$nt so that new B$siness Oppo)t$nities o+ the %ank an %e
e/p.o)ed Th)o$gh this p)oet, it o$.d %e on.$ded that peop.e a)e not ($h awa)e
a%o$t the #a)io$s p)od$ts o+ the %ank and (an& o+ the( not inte)ested to open an
ao$nt at a..
"e)#ies was onside)ed as $nso$ght good whih )e5$i)e ha)d o)e se..ing,%$t in hanging t)end in ino(e and peop.e %eo(ing +inania..& .ite)ate, the de(and +o)
%anking seto) is in)easing da& %& da&
Ao)ding to (& +indings Co(pan&2s p)o(otiona. ati#ities +o) )e)$iting
sa.es e/e$ti#es a)e a.so #e)& .ess
"o, at .ast the on.$sion is that the)e is to$gh o(petition ahead +o) the
o(pan& +)o( its (ao) o(petito)s in the %anking seto)
6ast %$t not the .east I wo$.d .ike to thank HDFC Bank +o) gi#ing (e an
oppo)t$nit& to wo)k in the +ie.d o+ 'a)keting I hope the o(pan& +inds (& ana.&sis
)e.e#ant
RECOMMODATION:
Fina..& so(e )eo((endations +o) the o(pan& a)e as +a..ows-
>0
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To (ake peop.e awa)e a%o$t the %ene+it o+ %eo(ing HDFC Bank2s "a.es
E/e$ti#e, +o..owing ati#ities o+ ad#e)tise(ent sho$.d %e done th)o$gh
1 P)int 'edia
0 Hoa)ding Banne)s
4 "ta..s in T)ade Fa)es
to Rs
1, so that peop.e who a)e not +inania..& st)ong eno$gh an (aintain thei)
ao$nt p)ope).&
The o(pan& sho$.d p)o#ide a pass %ook to a.. its $sto(e)s
'ake peop.e $nde)stand a%o$t the #a)io$s %ene+its o+ its p)od$ts
Co(pan& sho$.d o)gani:e the p)og)a( in the soiet&, so that peop.e wi.. %e
awa)e a%o$t the o(pan& and di++e)ent p)od$ts o+ the %ank
Co(pan& sho$.d open (o)e %)anhes in di++e)ent ities
BIBLIOGRAPHY
>4
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1. BOOKS AUTHORS
'a)keting 'anage(ent 71th Edition8 Phi.ip ot.e)
'a)keting 'anage(ent 74)d Edition8 " Ra(aswa(&
Resea)h 'ethodo.og& 70nd Edition8
Resea)h 'ethodo.og&
2. NES PAPERS
Ti(es o+ India
Finania. E/p)ess
3. EBSITES
wwwhd+%anko(
wwwgoog.eo(
wwws)i%do(
ANNEJURES
>
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1. UESTIONNAIRE
UESTIONNAIRE
Dea) "i)G'ada(,
Na(e VVVVVVVVVVVVVVVVVVVVVVVVVVV
Add)ess VVVVVVVVVVVVVVVVVVVVVVVVVV
Contat No WVVVVVV7 O8VVVVVV 7'8VVVVVVVVV
Cit& VVVPin VVVVVVV"tate VVVVVVVVV
I a( a st$dent o+ Uni#e)sa. )o$p o+ Instit$tions, 6a.)$ and p)esent.&
doing a p)oet on OPENING SAVINGS & CURRENT ACCOUNT BY
MEETING CUSTOMERS
I )e5$est &o$ to kind.& +i.. the 5$estionnai)e %e.ow and I ass$)e &o$ that
the data gene)ated sha.. %e kept on+identia.
1. Y*-! A$/:
2. E%-#+* -#08#+*.
Unde)g)ad$ate X
)ad$ate X
>>
-
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Post g)ad$ate X
3. M#!+#0 S+#+-'. 'a))ied X
"ing.e X
No o+ Chi.d)en YYYYYYYYYY
4. N->/! O8 ,/#!' A!/ Y*- P#0
6ess than +i#e &ea)2s X 'o)e than +i#e &ea)2s X
?. O-)#+*.
B$siness X
P)o+ession X
"e)#ie X
7P.ease (ention %e.ow the t&pe o+ %$sinessGp)o+ession &o$ a)e in inase o+
se)#ie p.ease (ention &o$) o)gani:ation na(e and designation8
. Y*-! #-#0 (*-'/(*0% */.
Zthan 0 .ak X Between 0 to > .ak X
Between > to .ak X
[than .ak X
>
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@. A!/ ,*- # />/! *8 # C0->G,
es X
No X
I+ &es, Na(e o+ the C.$%G&(
YYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY
=. (#+ ' ,*-! )/!/)+* #>*-+ %88/!/+ )!*%-+'
#% '/!5/' *88/!/% >, HDFC B#7
6$)ati#e X
Not .$)ati#e X
No idea X
. D* ,*-
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11. A!/ ,*- #
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